Innovative Support Driving
The Ultimate Customer Experience
Seamless Omnichannel Strategy, Personalized Automation, Empowered Agents
Experience is the Future: Customer Success Must be an Organization-Wide Strategy
The customer service department is too often referred to as just a cost center. And perhaps in the past we have been more reactive than proactive - but not anymore.
As experience overtakes price & product as a key brand differentiator, customer service is being recognized as the face of, & driver for, organization-wide strategy. Our responsibilities & internal footprint are changing and, simultaneously with customer expectations, we must evolve.
The challenges are twofold;
Internal Customer-Centric Team Strategy: How can we evolve internal structures, optimize our workforce, & close the feedback loop to meet new customer demands?
External Customer Facing Strategy: How can we thrive in the age of exceptional experiences & develop an innovative 2020 strategy to surpass our competition?
At the 9th Annual Customer Service Summit, our mission is to equip support leaders with the tools & strategies they need to overcome these challenges & deliver the ultimate customer experience. That's why we've gathered together those leading customer support, experience & contact center operations from the world's most influential brands to set the bar for omnichannel support & ensure we are meeting the needs of customers of the future.
40+ Customer Service & Experience Leaders Take the Stage
The 9th Annual Customer Service Summit brings together the leading minds on the cutting edge of customer support & experience strategy & innovation, with a speaker line-up of customer-centric leaders from the biggest global brands dedicated to delivering the ultimate customer experience. This is Incite's most impressive speaker line-up to date!
30+ Case Studies & Interactive Discussions to Map the Future of Support
With horizontal tracks & vertical themes, designed in collaboration with our executive advisory board, the agenda is focused on transforming customer service to meet changing customer demands & equip leaders with the tools & strategies to deliver on the opportunity available to customer support leaders today.
Build Voice of Customer Analytics into Your Proactive Support Strategy
Create a closed feedback loop to understand how your customers want to communicate with you, analyse resulting data to anticipate customer expectations & improve overall customer experience
Deliver Seamless Omnichannel Support, Anytime, Anywhere
Map your key points of interaction, break into new social & digital touchpoints, synchronize channels to capture the entire customer journey & personalize each experience
Build, Retain & Empower the Ultimate 2020 Workforce
Streamline hiring & onboarding, augment your workforce with automation, knowledge systems & accurate sentiment analysis, & let workforce optimization guide you seamlessly into the future of contact center support
Scale Support with Chatbots, Automation, AI, IoT & More
Prove ROI, seamlessly integrate innovative solutions & effectively leverage machine learning to identify key customer friction points to deliver personalized, automated solutions with the human touch