The Zendesk Showcase lands in Chicago on July 18 to bring customer experience leaders together. In one day, we’ll share great conversations, the freshest Zendesk product updates, and stories from innovative brands who make the most of Zendesk. Most importantly, you’ll connect with people who care about customer experience as much as you do.

Why attend?

Gain access to best practices in customer experience, and Zendesk’s latest product and feature releases. Attend Showcase 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.


Peter Rahal



Tom Keiser

Chief Operating Officer


Astha Malik

VP, Planning and GTM Enablement


Diana Ganz


The Groomsman Suit

Max Yoder

CEO and Co-founder


Jeanne Foley


The Groomsman Suit

Pete Salisbury

Director, Technical Support


Abhiroop Basu

Director, Product Marketing


Sarah Reed

Senior Director of Events


Rick Kenney

VP, Industry Strategy


Todd Lienart

Director of Corporate Social Responsibility


Aja Varney

Director, Global Customer Engagement

Spartan Race

Bandar El-Eita

Director, Product Marketing


Sabrina Abney

Ecommerce Director

Mizzen + Main

Jacob Shields

Senior Manager, Contact Center

CCI Systems

Andrew Forbes

Senior Product Marketing Manager of Explore


Sam Chandler

Principal Customer Success Consultant


Pascal Pettinicchio

Senior Director, Alliances



More information coming soon

8:00 am - 9:00 am

Registration & breakfast

9:00 am - 9:10 am

Welcome to the Zendesk Showcase

Sarah Reed, Sr. Director of Events, Zendesk

9:10 am - 9:40 am

From Kitchen to Kellogg: An acquisition story

Peter Rahal, Founder, RXBAR

Once known as the Chicago Bar Company, this local darling was started by two friends and grew to a $160 million success story before being acquired by Kellogg in 2017. The secret? High standards, intense attention to detail, and a customer-centric approach. Founder and former CEO, Peter Rahal shares the RX story and explains what they did and what’s ahead.

9:40 am - 10:40 am

Opening Keynote: Break Free

Tom Keiser, COO, Zendesk; Astha Malik, VP, Planning and GTM Enablement, Zendesk; and Pascal Pettinicchio, Sr. Director, Alliances, Zendesk

Customer expectations are changing so rapidly that what is extraordinary today becomes ordinary tomorrow. Join Zendesk COO Tom Keiser, as he explains how to break free from the old ways of doing things so you can quickly change with your customers. Tom will be joined onstage by Zendesk’s Pascal Pettinicchio and Astha Malik to share what’s next on Zendesk’s technology journey.

10:40 am - 11:00 am

Networking, Zendesk demos, and sponsors

11:00 am - 11:30 am

Make the most of the top CX trends for 2019

Claire Peracchio, Benchmark Research, Zendesk and Sam Chandler, Manager, Customer Success, Zendesk

Curious how your support team compares to the competition? In this riveting session, you’ll understand how well your team is doing relative to your peers. You’ll also learn about the biggest trends in customer service based on insights from 45,000+ support teams across the globe. Hear from Zendesk’s data team about what support teams need to do to succeed in the coming year.

11:30 am - 12:00 pm

Growth and scalability don’t always go as planned

Diana Ganz, Co-founder, The Groomsman Suit; and Jeanne Foley, Co-founder, The Groomsman Suit

If you ask Diana Ganz what the Groomsman Suit is known for, she’ll say “customer service” rather than “tuxes.” Founded by Diana and her BFF Jeanne Foley in 2016, TGS quickly built customer relationships and a loyal following. That came in handy when in the first year they found themselves in an urgent 1500 backorder situation.

By using technology and skilled and empathetic agents, TGS kept their customers informed and their brand intact. Theirs is an exciting story you don’t want to miss.

12:00 pm - 12:15 pm

Creating the next wave of contact center culture

Todd Lienart, Director CSR, Zendesk

“Culture trumps strategy,” say most leadership coaches. “Culture eats strategy for lunch.” As a CX leader, you may agree, but do your support agents feel the same?  Delivering a top-notch customer experience means support agents must be inspired by your company’s intended culture and get collaboration, empowerment, and meaning. In this session, Todd explains how to break free from the contact center of yesterday.

12:15 pm - 1:15 pm

Networking, Zendesk demos, and lunch

12:30 pm - 1:00 pm

LUNCH AND LEARN: Three key building blocks for an inspiring contact center culture

Todd Lienart, Director CSR, Zendesk

Your future workforce will expect a culture that is more than perks and pay. Expanding on his earlier session, Todd shows you three things to build your own inspiring contact center culture. You’ll learn ways to bring your agent’s values into work and inspire them to provide better customer experiences.

1:15 pm - 1:45 pm

Suite: Get your business omnichannel-ready

Abhi Basu, Director, Product Marketing, Zendesk; and Peter Salisbury, Director, Technical Support, Trane Commercial HVAC

Real-time, conversational experiences are the new paradigm for interactions. To keep your business moving forward, you need to adapt. Join Abhi from Zendesk as he outlines the workflow, productivity, and collaboration strategies your team can use for omnichannel success. Peter from Trane will join Abhi to share Trane’s omnichannel vision–from strategy to buy-in to execution.

1:45 pm - 2:00 pm

Platform: bring on the Sunshine

Bandar El-Eita, Director, Product Marketing, Zendesk; Sabrina Abney, Ecommerce Director, Mizzen + Main; and Rick Kenney, VP Industry Strategy and Product Marketing, Zaius

It’s time to break free from legacy CRM platforms and deliver the experience your customers deserve. Join Bandar from our platform product management team to hear how customers and partners are taking advantage of the best that Sunshine has to offer.

2:00 pm - 2:15 pm

Bring service-led retail to life with Sunshine

Bandar El-Eita, Director, Product Marketing, Zendesk; Sabrina Abney, Ecommerce Director, Mizzen + Main; and Rick Kenney, VP Industry Strategy and Product Marketing

The retail landscape continues to change, and successful retailers know that a key to customer loyalty is a service-led customer experience. Hear how Zaius is helping brands like Mizzen + Main bring service-led retail to life through the Zendesk Sunshine platform. This approach not only benefits Mizzen + Main customers, but also enables their support agents to act as personal shoppers, guiding the customer through a terrific experience.

2:15 pm - 2:45 pm

Guide: take a team-centric approach to smarter self-service

Fernanda Chouza, Product Marketing Manager, Zendesk; and Aja Varney, Director, Global Customer Engagement, Spartan Race

It’s no secret that self-service has become the preferred support channel by customers and businesses. Join Fernanda from Zendesk and Aja from Spartan Race to learn how to adopt a smarter self-service approach with more seamless experiences across your customers, agents, and knowledge teams. We’ll focus on developing a more cohesive self-service technology strategy across your team with better tools and workflows, allowing them to concentrate on more impactful knowledge work—armed with key insights and the right context.

2:45 pm - 3:00 pm

Networking, Zendesk demos, and sponsors

3:00 pm - 3:30 pm

Explore: make customer-focused decisions in a data-driven world

Andrew Forbes, Senior Product Marketing Manager, Zendesk; and Jacob Shields, Sr. Manager–Contact Center, CCI Systems

Making quick, confident, data-driven decisions is difficult—if not impossible–when your customer data is fragmented across different channels and tools. With Zendesk Explore, all your customer data is consolidated in easy-to-build dashboards and reporting. Join Zendesk as we show you how to better understand your customers, and measure and improve their entire experience. It’s a data-driven world, so let the data do the talking.

You’ll leave with actionable tips that’ll help your business improve the way you think about customer analytics. Bring your notepad because you’re going to need it!

3:30 pm - 4:10 pm

Do Better Work: creating more clarity, camaraderie, and progress on your team

Max Yoder, CEO and Co-founder, Lessonly

Most people want to do great work, but they simply don’t know how. The result? Uninspired effort, unremarkable output, and unhealthy communication. We owe our teammates—and ourselves—something better.

Max shares eight practical but profound ideas for transforming team culture and performance. No matter your rank or role, if you want to see more understanding, accountability, and progress on your team, Max’s stories and examples are for you. Because when we do better work—we live better lives.

4:10 pm - 4:15 pm


Sarah Reed, Sr. Director of Events, Zendesk

4:15 pm - 5:30 pm

Happy Hour, Zendesk demos, and networking

Zendesk Customer Education

Training for Admins & Certification

Join our team of Zendesk experts for a live, classroom style event prior to Showcase in Chicago on July 16th & 17th. These deep-dive product trainings and hands-on exercises will enhance your Zendesk Admin skills. If you have already mastered our products, take one of our certification exams instead which will be offered on July 17. Trainings and Certifications will take place at Summit Chicago (205 N Michigan Ave).

Register now for Training

Revel Fulton Market



“I loved the variety of speakers on so many different topics – I felt like it was a tech conference, a leadership conference, and a customer service conference all rolled into one!”

“The Showcase events have allowed us to connect with hundreds of like-minded leaders that are all focused, in some way, on creating better customer experiences for their organizations.” – Lessonly

Frequently asked questions (F.A.Q.)

Online registration will close Wednesday, July 17, 2019 at 5:00 p.m. PST.

The Showcase in Chicago will take place on July 18th, with a pre-event Zendesk Training and Certification Day on July 17th. We will be at Revel Fulton Market located at 1215 W. Fulton Market, Chicago, IL 60607.

Interested in sponsoring? Email our team at globalevents@zendesk.com for more info.

We will be providing breakfast, lunch, snacks, and small bites at reception.

We recommend the Ace Hotel, located at 311 N. Morgan Street. It is a 5 minute walk to Revel Fulton Market.

Metra options: The closest Metra station to Revel Fulton Market is Union Station. It is a 30 minute walk or a 5 – 10 minute cab/ride share from the train station to the venue.


Chicago Transit Authority “L” train options: The Pink Line (towards 54th/Cermak) or Green Line (towards Harlem/Lake) will take you to Morgan Station, which is a 5 minute walk to the venue.


The following parking garages are within walking distance of Revel Fulton Market:

  • 1000 W. Fulton Parking – Enter on 1014 W. Carroll St.

  • 1330 W. Fulton Parking – Enter on 323 N. Ada St.


Business casual attire is always a good look. We recommend a jacket for air conditioned rooms.