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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Bethenny Frankel

Entrepreneur & Bestselling Author

Founder of Skinnygirl

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Mikkel Svane

Founder & CEO


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Adrian McDermott

President of Products


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Sarah Reed

Dir Content Marketing


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Ryan Nichols

VP and GM of Omnichannel


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Orlando Gadea

Business Innovation Manager

Stanley Black & Decker

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Jason Maynard

VP and GM of Guide


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Eric Clay

Director, Product Solutions


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Josh Weissberg

Dir of Product Marketing


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Colin Crowley

VP of Customer Experience


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Brian Weinberger

Head of US Sales East


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Ian Jacobs

Principal Analyst


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David Williams

VP and GM of Support


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Temy Mancusi-Ungaro

SVP of Operations


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Rachel Delacour

Startup Evangelist


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Margaret Kim

Client Experience Director


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Astha Malik

VP Product and Platform Marketing


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Elena Gomez



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Jon Smith

VP of Customer Support


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Maxwell Luthy

Director of Trends & Insights


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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 - 10:25 AM
Stop distracting your customers
Mikkel Svane, Zendesk’s Founder and CEO with Adrian McDermott, Zendesk’s President of Products
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.
10:25 AM - 11:00 AM
Networking and Morning Break
11:00 AM - 11:15 AM

Welcome to the Empathy Economy
Tiffany Apczynski, Vice President, Public Policy & 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.
11:15 AM - 12:00 PM

A conversation with Bethenny Frankel
Bethenny Frankel, Founder, Skinnygirl (and reality TV star)
Think you know Bethenny from The Real Housewives of NY or The Apprentice? Think again. Bethenny is a serial entrepreneur, a savvy businesswoman who created the Skinnygirl empire, and an active philanthropist. Prepare to be inspired and a little surprised.
12:00 PM - 1:00 PM
Networking and Lunch
Track 1
Track 2
1:00 PM - 1:30 PM
Omnichannel: From customer engagement strategy to everyday success
Ryan Nichols, VP and GM of Omnichannel, Zendesk with Orlando Gadea, Business Innovation Manager, Stanley Black & Decker
Your customers are defining the terms of engagement and you must respond. Join Zendek’s Ryan Nichols and Orlando Gadea from Stanley Black & Decker 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.
Self-service and AI to scale in a direct to consumer world
Jason Maynard, VP and GM of Guide, Zendesk with Eric Clay, Director, Product Solutions, Squarespace
Join Jason Maynard from Zendesk and Eric Clay from Squarespace as they discuss how companies can scale consistent, beautiful customer experiences with self-service, AI, and proactive engagement.
1:40 PM - 2:10 PM
Embracing a growth mindset: Are you ready for the changing role of support?
Josh Weissberg, Dir of Product Marketing, Zendesk with Colin Crowley, VP of Customer Experience, Freshly and Brian Weinberger, Head of US Sales East, Segment
The best customer support teams no longer just react—they anticipate customer needs. Josh Weissburg is joined by Colin Crowley from Freshly and Brian Weinberger from Segment to share how they create proactive experiences, and enable their growth and support teams to manage the customer journey and serve new markets and customers.
Making CSR work in your contact center
Megan Trotter, Sr Global Community Programs Manager, Zendesk with Todd Lienart, Director of Corporate Social Responsibility, Zendesk
Volunteering and other CSR activities are beneficial, but they’re admittedly hard to schedule into a contact center. Join Zendesk’s Megan Trotter and Todd Lienart as they give you four REAL ways to make CSR work for you and your customers. Think higher QA and CSAT scores, faster ticket resolution, and happier employees.
2:10 PM - 2:30 PM
Networking and Afternoon Break
Track 1
Track 2
2:30 PM - 3:00 PM
What's next for customer service?
Ian Jacobs, Principal Analyst, Forrester
Want a glimpse into the ever-changing world of customer service? Interested to see how your support stacks up? Join Guest Speaker, Ian Jacobs, Principal Analyst from Forrester as he discusses upcoming trends in customer service and how they fit into your contact center.
Big business spotlight: Best practices for operations and agility at scale
David Williams, VP & GM of Support, Zendesk with an enterprise Zendesk Customer
As your customer base grows and their needs become more complex, so must your support organization—you need a scalable and agile solution to keep up. Hear from Yext’s Temy Mancusi-Ungaro and Zendesk’s General Manager of Support, David Williams, on how Yext built an operational structure to deliver great CX at scale. They’ll also provide insight into how to manage change along the way.
3:10 PM - 3:50 PM
Meet startups who are changing how we live, work, and play
Rachel Delacour, Startup Evangelist, Zendesk with Jake Petersen, VP Customer Experience, MoviePass and Margaret Kim, Client Experience Director, Ellevest
Join Rachel Delacour, founder of BIME Analytics, as she hosts a discussion with some of today’s most revolutionary startups: Lauren Collins from Dia&Co, Jake Petersen from MoviePass, and Margaret Kim from Ellevest. Get insight into how they upended their industries through innovation and a great customer experience.

Modernizing the customer experience: a discussion with today's top brands
Astha Malik, VP Product and Platform Marketing, Zendesk, with Orlando Gadea, Business Innovation Manager, Stanley Black & Decker, Mark Killick, VP of Care, Grubhub, and and Loren Padelford from Shopify Plus.
Zendesk’s VP of Product and Platform Marketing, Astha Malik, sits down with Orlando Gadea from Stanley Black & Decker, Mark Killick from GrubHub, and and Loren Padelford from Shopify Plus share practical solutions and insights into how bigger brands use processes, people, and technology to transform the customer experience.
3:45 PM - 3:55 PM
Networking and Afternoon Break
4:00 PM - 4:30 PM
Inspired by Netflix: What we can all learn from media and marketing
Jeff Titterton, SVP Marketing, Zendesk with Christina Malis, Manager of Digital & Alternative Care Channels, The New York Times
Things have changed a bit since The New York Times was founded in 1851. From the internet, to digital platforms, to new support channels, and customer expectations—NYT has weathered them all. Christina Malis, the Manager of Digital & Alternative Care Channels for NYT and Jeff Titterton from Zendesk talk though NYT’s Netflix inspired strategy: invest in your core, add new services, and make yourself indispensable.
4:30 PM - 5:00 PM
No phone support; no worries. We’re here to help.
Elena Gomez, CFO, Zendesk with Jon Smith, VP of Customer Support, MailChimp
MailChimp has raving fans. With millions of customers around the world, they’re a leading marketing automation platform, serving small businesses, startups and big brands alike. Customers love their product, their mascot, and their customer service… even without phone support. Jon Smith, MailChimp’s VP of Support chats with Zendesk’s Elena Gomez on how they built a support organization that defied the odds and betters the customer experience.
5:00 PM - 5:30 PM
The future of consumerism
Maxwell Luthy, Director of Trends & Insights, Trendwatching
Our customers are changing, their expectations are changing, and therefore, so must our customer experience. In order to give customers the experiences they need, we have to understand the future of consumerism. Enter Max Luthy, the Director of Trends and Insight from Trendwatching.

5:30 PM - 7:15 PM
Happy Hour and Networking

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
1:00 PM - 4:30 PM
Business Rules, Support Workflows and Ticket Deflection Strategies
4:30 PM - 4:45 PM

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
1:45 PM - 4:45 PM
Troubleshoot Ticket Workflows, Define a Maintenance Process and Manage Access to Workflows
4:45 PM - 5:00 PM


9:00am - 10:45am

Seating 1
11:00am - 12:45pm
Seating 2

1:00pm - 2:45pm
Seating 3

Zendesk Admin Training Day

Join our team of Zendesk experts for a live classroom-style event the day following The Future of Customer Experience: New York on May 18th. This full day of deep-dive product training and hands-on exercises will enhance your Zendesk Admin skills.

Already a master Admin? Make it official by taking the Zendesk Support Administrator certification exam while we’re in town.



Tier 1

Tier 2

Party Host

The Future of Customer Experience

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