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.


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Tom Keiser

Chief Operating Officer


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Elena Gomez

Chief Financial Officer


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Omar Johnson

Former CMO

Beats by Dre

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Megan Berry

Founder and CEO


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Sam Goff

Guest Services Manager


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Craig Crisler

Director of Operations


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Catherine Flowers

Executive Director

Bread of Life

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Ryan Nichols

VP and GM of Omnichannel


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Roy Sunstrum

VP Operations

Shopify Plus

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Tim Smith

Vice President - Customer Success Services


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Tiffany Apczynski

VP of Public Policy and Social Impact & Executive Director of Zendesk Neighbor Foundation



9:00 AM - 9:10 AM
Sarah Reed, Dir Content Marketing, Zendesk
9:10 AM - 9:50 AM
Stop distracting your customers
Tom Keiser, Chief Operating Officer, Zendesk
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.
9:50 AM - 10:30 AM
Reimagining the retail experience
Megan Berry, founder and CEO, by REVEAL
Consumer expectations are ever changing, and that means the old models of retail, shopping, and even ecommerce must evolve. Megan Berry, the CEO of by REVEAL shows how mobility, technology, inclusiveness, and great human connections are redefining the retail experience. Megan will share innovative examples from brands like John Hardy, Rachel Zoe, and Intel.
10:30 AM - 11:00 AM
Networking and Morning Break
11:00 AM - 11:45 AM

Modernizing the customer experience: A discussion with today's top brands
Elena Gomez, Chief Financial Officer, Zendesk with Tim Smith, Vice President of Customer Success Services, Box, and Craig Crisler, Director of Operations, SupportNinja.
Zendesk’s CFO, Elena Gomez, sits down with, Craig Crisler from SupportNinja, and Tim Smith from Box, as they share practical solutions and insights into how bigger brands use processes, people, and technology to transform the customer experience.
11:45 AM - 12:00 PM

Welcome to the empathy economy
Tiffany Apczynski, Vice President, Public Policy and Social Impact, Zendesk
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.
12:00 PM - 12:15 PM
Be prepared versus get prepared
Catherine Flowers, Executive Director, Bread of Life Inc.
“Disaster” is a subjective term and means something different to every industry and every company. But having a disaster recovery plan is something every customer experience leader is familiar with. The Bread of Life lessons don’t just apply to companies combating natural disasters, but to every company arming their employees to help customers.
12:15 PM - 1:15 PM
Networking and Lunch
1:15 PM - 1:45 PM
Omnichannel: From customer engagement strategy to everyday success
Ryan Nichols, VP and GM of Omnichannel, Zendesk with Tim Smith, Vice President of Customer Success Services, Box
Your customers are defining the terms of engagement and you must respond. Join Zendesk’s Ryan Nichols and Tim Smith from Box 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.
1:45 PM - 2:15 PM
Big business spotlight: Best practices for operations and agility at scale
Matt Price, SVP Product Portfolio, Zendesk, with Roy Sunstrum, VP Operations, Shopify Plus
As your customer needs become more complex, so does your support organization. And the reality is, complex customer experiences need scalable and agile solutions. Matt Price and Roy Sunstrum share how Zendesk and Shopify Plus built an operational structure for scale and growth and provide insight into how to manage change along the way.
2:15 PM - 2:30 PM
Networking and Afternoon Break
2:30 PM - 3:00 PM
Embracing a growth mindset: Are you ready for the changing role of support?
Steven Yan, VP & GM of Connect and Outbound, Zendesk
The best customer support teams no longer just react—they anticipate customer needs. Steven Yan shares how growth and support teams orchestrate the customer journey, create proactive experiences, and enable companies to serve new markets and customers.
3:00 PM - 3:30 PM
Self-service and AI to scale in a direct to consumer world
Jason Maynard, VP & GM of Guide, Zendesk, with Sam Goff, Guest Services Manager, Magnolia
Join Jason Maynard and Sam Goff from Magnolia as they discuss how companies can scale consistent, beautiful customer experiences with self-service, AI, and proactive engagement.
3:30 PM - 4:00 PM
Networking and Afternoon Break
4:00 PM - 4:30 PM
A conversation with Magnolia and Shopify
Sam Goff, Guest Services Manager, Magnolia with Roy Sunstrum,
VP Operations, Shopify Plus, and Sarah Reed, Director of Content Marketing, Zendesk.
Sam Goff, Guest Services Manager from Magnolia and Roy Sunstrum,
VP Operations, Shopify Plus sit down with Zendesk’s Sarah Reed to discuss how their partnership complements and inspires better customer experiences. And Sam will likely share a story or two about working alongside Fixer Upper’s Chip and Joanna Gaines.
4:30 PM - 5:15 PM
Building the customer experience with authenticity and emotion
Omar Johnson, former CMO, Beats by Dre
He’s the name behind the most groundbreaking Beats by Dre campaigns. Omar Johnson is a marketing powerhouse—Apple, Coca-Cola, Nike—and is known for his ambush marketing techniques. Omar explains how to create deep customer connections and build memorable brand experiences, regardless of brand or budget.
5:15 PM - 7:15 PM
Happy Hour and Networking



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