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With Brad Maglinger (VP Digital, Marriott), Donald Hicks (VP Customer Experience, Twitter), Josh Ramsey (Dir. Customer Care, Hilton), Eliot Hamlisch (SVP Partnerships, Wyndham), Lance Gruner (EVP, Mastercard), Maithili Shenoy (VP, Nike), Linne Fulcher (VP, Walmart), Shiran Langman (SVP Product Mgmt, Citi).
Wednesday, October 23, 2019 at 07:30 AM   $2145
Marriott Brooklyn Bridge, 333 Adams St
 
     
 
 
              

  
 
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EVENT DETAILS
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;
1
Internal Customer-Centric Team Strategy: How can we evolve internal structures, optimize our workforce, & close the feedback loop to meet new customer demands?

2
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
 
 
 
 
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