About this event

The Future of Customer Experience is Zendesk’s 2018 event series focused on product best practices and customer experience industry hot topics. This complimentary event offers inspiring keynotes, real-life customer case studies and Zendesk product sessions, plus onsite activities, and networking opportunities. Learn about the market trends in customer experience investment and find out which tools, technologies, and techniques make a real difference.

Why attend?

Gain access to best practices in customer experience, and Zendesk’s latest product and feature releases. Attend The Future of Customer Experience for practical advice on trends in our industry, plus product-focused sessions, and in-person access to Zendesk experts.

Who should attend?

Common titles are CTO, CIO, Head of Customer Experience, Customer Service Director, Marketing Director, Customer Service Manager, and of course many more. You might be a Zendesk customer or an industry professional - all are welcome and will find relevant content.




Speakers

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Tom Keiser

Chief Operating Officer

Zendesk

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Mitch Lowe

CEO at MoviePass and Co-Founder of Netflix

Former President at Redbox

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Elena Gomez

CFO

Zendesk

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Tiffany Apczynski

VP, Public Policy & Social Impact

Zendesk

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Sarah Reed

Director, Content Marketing & Events

Zendesk

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Justin Huskamp

Lead Product Marketing Manager

Zendesk

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Emily Vince

Senior Product Marketing Manager

Zendesk

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Teresa Haun

Senior Product Marketing Manager

Zendesk

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Spencer Kovacevich

Quality Assurance Team Lead

ActiveCampaign

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Craig Hillelson

Director, IT Services

Intersection

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Sangeetha Rai

Head of Customer Success

Northwestern Mutual

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Sean Ingram

Happy Team Supervisor

BarkBox

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Nicholas Schott

Happy Team Supervisor

BarkBox

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Kathy Dalpes

VP of Global Customer Support

Zendesk

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Jack Crowe

Executive Director

Year Up


Agenda

8:30 AM-9:30 AM
Espresso bar, breakfast, and check-in
9:30 AM - 9:40 AM
Welcome
Sarah Reed, Director of Content and Events, Zendesk
9:40 AM - 10:10 AM
Stop distracting your customers
Tom Keiser, Zendesk’s COO

You are constantly distracted, and your customers are no different. Phones are beeping, emails are arriving, and friends are texting. In their struggle to stay focused, customers want an experience that is so easy it removes distraction from their lives. No matter the industry, the product, or the service, customers want you to simply deliver.
10:10 AM - 10:40 AM
Omnichannel: From customer engagement strategy to everyday success
Craig Hillelson, Director, IT Services, Intersection
Emily Vince, Senior PMM, Talk, Chat & Message, Zendesk

Your customers are defining the terms of engagement and you must respond. Join Zendesk’s Emily Vince and a Zendesk customer as they explain how to create a seamless customer experience. Whether you’re just getting started or already on the omnichannel path, this session will help you build an agile, long-term engagement strategy.
10:40 AM - 11:10 AM
A conversation with Northwestern Mutual
Sangeetha Rai, Head of Customer Success, Northwestern Mutual
Elena Gomez, CFO, Zendesk

Northwestern Mutual is transforming the experience of financial security to become the much-needed center of our clients’ financial lives. Join Northwestern Mutual and Zendesk for a fascinating conversation about how a 160-year-old company is transforming to meet the rapidly changing expectations of customers in our increasingly digital world.
11:10 AM - 11:30 AM
Networking Break
11:30 AM - 12:00 PM
Self-service and AI to scale in a direct to consumer world
Nicholas Schott, Happy Team Supervisor, BarkBox
Sean Ingram, Happy Team Supervisor, BarkBox
Teresa Haun, Senior PMM Support & Guide, Zendesk

Join Zendesk and BarkBox as they discuss how companies can scale consistent, beautiful customer experiences with self-service and AI. BarkBox demonstrates how the most successful self-service is fun and engaging for customers, and that AI should never interfere and always enhance the experience for the customer.
12:00 PM - 12:15 PM

Welcome to the empathy economy
Tiffany Apczynski, Zendesk’s VP of Social Impact and Public Policy

By 2030, over 400 million jobs will be displaced by automation. But instead of a bleak dystopia of robots, this new Age of Automation is an opportunity to capitalize on empathy. But how do you successfully operationalize empathy, especially across your customer-facing teams? By tying Corporate Social Responsibility—the connective tissue—to your business strategies. CSR maintains your humanity and is the key to succeeding in the Empathy Economy.
12:15 PM - 12:35 PM
Staffing for the future = diverse customers + diverse teams
Jack Crowe, Executive Director, Year Up
Holly Zann, Senior Director of Program, Year Up
Elena Gomez, CFO, Zendesk

How should you staff your contact center in the future? How can you best support your more diverse customer base? Zendesk and Year Up show how sourcing candidates from non-traditional talent pools can not only have a meaningful impact on people’s lives, but also bring new thinking to your support team.
12:35 PM - 1:40 PM
Networking and Lunch
1:40 PM - 2:10 PM
Embracing a growth mindset: Are you ready for the changing role of support?
Justin Huskamp, Lead PMM Connect, Zendesk

The best customer support teams no longer just react—they anticipate customer needs. Justin Huskamp demos Zendesk Connect and shares how growth and support teams orchestrate the customer journey, create proactive experiences, and enable their companies to serve new markets and customers.
2:10 PM - 2:30 PM
Keeping the quality alive
Spencer Kovacevich, Quality Assurance Team Lead, ActiveCampaign
Kathy Dalpes, VP of Global Customer Support, Zendesk

New channels, new customer expectations, and new technology mean big changes in the support organization. But the changes needn’t be scary. Join Kathy Dalpes, Zendesk’s VP of Global Support and Chicago’s own ActiveCampaign as they provide insight into the ways an innovative quality assurance program evolves to meet agent, company and customer needs.
2:30 PM - 2:50 PM
Movie-themed networking break
2:50 PM - 3:30 PM
How to make unpopular decisions without breaking customer trust
Mitch Lowe, Co-founding executive of Netflix, MoviePass CEO

Is there a secret to upending a consolidated and stable industry? Mitch Lowe shares how companies like Netflix, Redbox, and MoviePass reinvented entertainment. No matter your industry, Mitch’s message will resonate. He explains how to make difficult business decisions without breaking consumer trust or negatively impacting the customer experience.
3:30 PM
Happy Hour and Networking
 
8:00 PM-10:00 PM
Agent After Hours: Support Agent Appreciation Happy Hour

We know helping customers all day can be tough sometimes. You miss out on the free leftover pizza in the office kitchen because you’re helping a customer on live chat. You can’t make the all-day work conferences, because who else is going to answer the phones? To recognize the hard work of all the front-line support agents out there, we’re throwing a complimentary happy hour event just for you. Have a beer and bite to eat on us, grab some new swag, hear from successful support professionals, and connect with other agents.

Save your spot and register now!


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