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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Mikkel Svane

Founder & CEO

Zendesk

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Jo Malone

Founder & Creative Director

Jo Loves

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Tom Keiser

Chief Operating Officer

Zendesk

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David Mattin

Global Head of Trends and Insights

TrendWatching

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Jeff Titterton

Senior Vice President of Marketing

Zendesk

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Heather Gibson

Brand Experience Director

AllSaints

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Prelini Udayan-Chiechi

VP of Marketing EMEA

Zendesk

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Stephan Seyfarth

Director of Customer Service

Babbel

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Linnea Forslund

Head of Customer Service

Viaplay

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Ioannis Savvidis

Global Head of Advertiser Operations

Trivago

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Rachel Delacour

VP, Zendesk for Startups

Zendesk

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Dr Tony Hockley

Economist & Behavioural Science Teacher

LSE

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Ali Rayl

VP of Customer Experience

Slack

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Dan Moross

Director of Customer Experience

Moo.com

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Hans Stiles

Head of IT Operations

Arriva

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Russel Fewing

Global VP of Technical Support

Thales eSecurity

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Steven Lucas

Global Customer Experience Manager

Receipt Bank

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Fred Gehrke

Head of Global Customer Service

Taxify

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Aurélien Dubot

Director of Web and Digital, EMEA

Zendesk

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David Williams

VP and GM of Support

Zendesk

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Matt Price

SVP of Emerging Businesses

Zendesk

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Jason Maynard

VP and GM of Guide

Zendesk

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Edmund Read

Group Operations Director

Just Eat

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Martin Broz

Customer Experience Lead

slido

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Nick Williams

Director of Customer Care

Gousto

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Geraldine De Boisse

Strategy Manager

Bulb

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Isobel Murray

Senior Customer Delight Manager

Bloom & Wild

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Térence Delahaye

COO & Co-Founder

Shipup

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Megan Trotter

Senior Global Community Programs Manager

Zendesk


Agenda

Registrations & Breakfast: 8:15 AM - 9:00 AM

Morning Plenary: 9:00 AM - 11:00 AM

Welcome
Prelini Udayan-Chiechi - Vice President of Marketing EMEA, Zendesk
CEO Keynote: Don’t be a distraction. Simply deliver.
Mikkel Svane - CEO & Co-Founder, Zendesk
+ Guest Speakers
Keynote: The Future of Consumerism
David Mattin - Global Head of Trends and Insights, TrendWatching
Featured Interview: Simply delivering when it matters
Heather Gibson - Brand Experience Director, AllSaints
Coffee/Tea Break: 11:00 AM - 11:30 AM

Morning Breakouts: 11:30 AM - 12:40 PM

Track 1: Operational Success
Featured Presentation: Changing role of the CIO
Tom Keiser - COO, Zendesk

Panel: Modernising the customer experience
Nick Williams Director of Customer Care, Gousto
Fred Gehrke Head of Customer Service, Taxify
Martin Broz Customer Experience Lead, Slido
Geraldine De Boisse Strategy Operations Manager, Bulb

Track 2: Customer Success & Trust
Panel: Winning the consumer trust
Dr Tony Hockley Professor, LSE
Dan Moross Director of Customer Experience, MOO
Isobel Murray Senior Customer Delight Manager, Bloom & Wild

Presentation: Omnichannel - From customer engagement strategy to everyday success
Matt Price SVP Product Portfolio, Zendesk
Stephan Seyfarth Director Customer Service, Babbel

Track 3: Innovation & Growth
Presentation: Self-service and AI to scale in a direct consumer world
Jason Maynard VP and GM Guide, Zendesk
Ioannis Savvidis Head of Global Hotelier Care & Ops, Trivago

Presentation: Embracing a growth mindset: Are you ready for the changing role of support
Jeff Titterton - Senior Vice President of Marketing , Zendesk
Networking Lunch: 12:40 PM - 2:15 PM

After Lunch Plenary: 2:15 PM - 2:50 PM

Featured Panel: Future of CX from a consumer viewpoint
With guest panelist David Rowan Founding UK Editor in Chief of WIRED
Jeff Titterton - Senior Vice President of Marketing, Zendesk
Edmund Read Group Operations Director, Just Eat
Spencer Hudson Global Solutions Manager, GHD

Afternoon Breakouts: 2:50 PM - 4:00 PM

Track 1: Operational Success
Business spotlight:
Best practices for operations and agility at scale
David Williams VP and GM Support, Zendesk Noel Zammit Head of Customer Service, Leo Vegas

Panel discussion: Navigating organisational silos to deliver better CX
Russell Fewing Global VP Technical Support, Thales eSecurity
Hans Stiles Head of IT Operations, Arriva
Linnea Forslund Head of Customer Service, ViaPlay
Russ Endacott Head of HR Operations, Dentsu Aegis

Track 2: Customer Success & Trust
Presentation: GDPR - From disruption to opportunity
Aurelien Dubot, Director of Digital Marketing EMEA, Zendesk

Presentation: Empathy Economy
Megan Trotter Senior Global Community Manager, Zendesk
Emma Jenkins Head of HeadStart

Track 3: Innovation & Growth
Panel: Meet the startups who are changing how we live, work and play
Rachel Delacour Startup Evangelist, Zendesk
Steven Lucas Global Customer Experiences Manager, Receipt Bank
Térence Delahaye COO, ShipUp
Thomas de Becdelièvere CEO and Co-Founder, SnapCall

Presentation: Exceeding expectations whilst investing for the future
Edmund Read Group Operations Director, Just Eat
Coffee Break: 4:00 PM - 4:30 PM

Afternoon Plenary: 4:30 PM - 6:00 PM

Welcome Back
Prelini Udayan-Chiechi - VP of Marketing, EMEA, Zendesk
Fireside Chat: Modernising connection and collaboration with Slack
Mikkel Svane - CEO, Zendesk
Ali Rayl - Director of Customer Experience, Slack
Featured Keynote: Experience will always win
Jo Malone MBE- Founder & Creative Director, Jo Loves
Awards & Closing
After Party: Drinks, Entertainment, Networking: 6:00 PM - 10:00 PM

101 for Beginner Admins

8:30 AM - 9:00 AM
Check-in and Breakfast
9:00 AM - 12:15 PM
Zendesk Fundamentals, User Management and Ticket Workflows
12:15 PM - 1:00 PM
Lunch
1:00 PM - 4:30 PM
Business Rules, Support Workflows and Ticket Deflection Strategies
4:30 PM - 4:45 PM
Close

201 for Experienced Admins

8:30 AM - 9:00 AM
Check-in and Breakfast
9:00 AM - 12:45 PM
Managing Groups and Custom Roles, and Optimizing Ticket Workflows
12:45 PM - 1:45 PM
Lunch
1:45 PM - 4:45 PM
Troubleshoot Ticket Workflows, Define a Maintenance Process and Manage Access to Workflows
4:45 PM - 5:00 PM
Close



Zendesk Admin Training Day

Join our team of Zendesk experts for a live classroom-style event the day following The Future of Customer Experience Europe on Friday the 8th of June. This full day of deep-dive product training and hands-on exercises will enhance your Zendesk Admin skills.


Location


Nearby Hotels

Grange St. Paul's Hotel

Address: 10 Godliman Street
London, EC4V 5AJ, United Kingdom
Phone: +44 20 7074 1000
Map

Hilton Bankside

Address: 2-8 Great Suffolk Street
London, SE1 0UG, United Kingdom
Phone: +44 20 3667 5600
Map




FAQs

Join +500 European brands, retailers, industry leaders and peers to learn about the Future of Customer Experience: how will AI impact customer experience in the future? How can you optimise data to personalise experience? This and many more!
You might be a Zendesk customer or an industry professional - all are welcome and will find relevant content. Common professionals who are attending the event are CTOs, CIOs, Heads of Customer Experience, Customer Service Directors, Marketing Directors, Customer Service Managers, and of course many more.
The Future of Customer Experience conference is happening on the 7th of June 2018. Click here to see the full agenda.
The Zendesk Admin training day is happening on the 8th of June 2018. Click here to see the full agenda.
Click here to register to The Future of Customer Experience Europe and to The Zendesk Admin training day.
The Future of Customer Experience conference (7th of June 2018) is free of charge. The Zendesk Admin training day (8th of June 2018) costs £475 exc. VAT.
Once you register, you will receive an email confirmation including a link to update your registration information.
You are able to cancel your registration and receive a full refund up to 7 days prior to the event. After that, you will only be able to change the name on the registration without a refund.
When you register please make sure to specify your dietary requirements. We will make sure to cater for your requirements.



Sponsors



The Future of Customer Experience

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