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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Adrian McDermott

President of Products

Zendesk

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Heather Gibson

Brand Experience Director

All Saints

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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


Agenda

Registrations: 8:15 AM - 9:00 AM

Morning Plennary: 9:00 AM - 11:00 AM

Welcome
Prelini Udayan-Chiechi - Vice President of Marketing EMEA, Zendesk
External Keynote: The future of consumerism
David Mattin - Global Head of Trends and Insights, TrendWatching
Zendesk Keynote: Don’t be a distraction. Simply deliver.
Mikkel Svane - CEO & Co-Founder, Zendesk
Adrian McDermott - President of Products, Zendesk
Other Guest Speakers
Simply delivering when it matters
Prelini Udayan-Chiechi - Vice President of Marketing EMEA , Zendesk
Interview with Heather Gibson - Brand Experience Director, All Saints
Coffee/Tea Break: 11:00 AM - 11:30 AM

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

Track 1: Customer Success & Trust
- Panel: Modernizing the customer experience
- What’s next: customer engagement 2.0
Track 2: Operational Success
- Omnichannel: From customer engagement strategy to everyday success
- Panel: Navigating organizational silos to deliver better CX
Track 3: Innovation & Growth
- Self-service and AI to scale in a direct consumer world
Jason Maynard - VP and GM of Guide, Zendesk
- 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

Customer & Industry Panel: Future of CX from a consumer viewpoint
Hosted by Jeff Titterton - Senior Vice President of Marketing, Zendesk

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

Track 1: Customer Success & Trust
- What can’t be automated, should be humanised
Tiffany Apczynski - Vice President Public Policy & Social Impact, Zendesk
- Panel: Winning with consumer trust
Track 2: Operational Success
- Business spotlight: Best practices for operations and agility at scale
David Williams - VP & GM of Support, Zendesk with an enterprise Zendesk Customer
- Zendesk panel: Why GDPR Matters
Track 3: Innovation & Growth
- Disrupting the retail industry
- Panel: Meet the startups who are changing how we live, work and play
Hosted by Rachel Delacour - Startup Evangelist, Zendesk
Coffee Break: 4:00 PM - 4:30 PM

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

Omnichannel: From strategy to reality
Tom Keiser - Chief Operating Officer, Zendesk
Modernising connection and collaboration
Delivering better customer connection collaboration
External Keynote: Experience will always win
Jo Malone - Founder & Creative Director, Jo Loves
Awards
After Party: Drinks, Entertainment, Networking: 6:00 PM - onwards

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


If you are travelling to London specifically for this event, you may want to stay in a hotel the night before. We negotiated preferential rates for attendees with the 2 following hotels.
Email CX-Europe@zendesk.com to receive the code for the preferential rate.

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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