About

The Zendesk Showcase is coming to Dallas on April 10 to bring customer experience, IT, and support leaders together. In one day, we’ll share great conversations about how to create seamless experiences for both employees and customers, explore the latest tools, and share stories from innovative brands that prioritize service.

Why attend?

Gain access to best practices in customer experience, and check out Zendesk’s latest releases. Attend the Showcase for practical advice on trends in our industry, sessions focused on products and employee satisfaction, and in-person access to Zendesk experts.

Who should attend? 

Common titles are CTO, CIO, IT Director, Developer, Head of Customer Experience, Customer Service Director, HR Manager, 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.

See why Zendesk was voted best IT service support management in Gartner’s 2018 Customers’ Choice Awards.

Speakers

Erin Foster

Head of Creative

Bumble Bizz

Jonathan Rende

SVP of Product and Marketing

PagerDuty

Stephanie Dorman

SVP of Client Services

Mediaocean

Sam Goff

Guest Services Director

Magnolia

Zac Garcia

Global CX Ops Manager

Fossil

Christopher ‘Chilly’ Wilson

Director of Customer Experience

WP Engine

Kelly Cordova

IT Support Manager

Kendra Scott

Kenneth Lima

Sr Director Data Management and Clinical Database Programming

Parexel

Colleen Berube

CIO

Zendesk

Mark Woollen

SVP of Product Marketing

Zendesk

Sarah Reed

Sr Director of Events

Zendesk

Martin Doettling

GM

Zendesk

Melissa Burch

Sr Manager of Customer Advocacy

Zendesk

Emily Vince

Sr PMM

Zendesk

Tiffany Apczynski

VP of Public Policy and Social Impact

Zendesk

Claire Peracchio

PMM of Benchmark Research

Zendesk

Sam Chandler

Principal Customer Success Consultant

Zendesk

Lisa Painter

Sr Customer Success Executive

Zendesk

Agenda

8:15 am - 9:00 am

Registration & breakfast

9:00 am - 9:15 am

Welcome to the Zendesk Showcase

Sarah Reed, Sr. Director of Events, Zendesk

9:15 am - 9:55 am

Conversations, connections, and customer service: a chat with Erin Foster, Head of Creative at Bumble

Erin Foster and her sister Sara know how to break free from the old ways of thinking. As actresses and producers, they’ve made a mark as funny, humble, and wickedly aspirational. And since 2017, they’ve brought that authenticity to Bumble Bizz and Bumble BFF as Heads of Creative. Join Zendesk’s Sarah Reed as she sits down with Erin to chat about conversations, connections, and customer service.

9:55 am - 10:45 am

Break Free

Mark Woollen, SVP Product Marketing, Zendesk

Your customers are moving forward, and you are falling behind. You want to be more like your customers, but you’re shackled by entrenched technology and processes. Your big plans for reinventing CX are held back by inconvenient realities: bad technology, complex processes, and huge costs. Break free from the status quo. A massive replatforming of business technology is opening a new world of possibility for customer experiences.

Special guest: Emily Vince, Senior Product Marketing Manager, Zendesk, and Zac Garcia, Global Customer Experience Operations Manager, Fossil

10:45 am - 11:15 am

Networking break

11:15 am - 11:35 am

Customer conversation: Treating one million like they’re one

Lisa Painter, Sr. Customer Success Executive, Zendesk with Sam Goff, Guest Services Director, Magnolia

As your customer support organization grows, it can be harder and harder to humanize the experience. Self-service, bots, and other tools build efficiency and speed, but they can also take away from the customer experience. Hear from Magnolia on how they use empathy and personalization to scale their support and keep their customers feeling like they are “the only one.”

11:35 am - 11:50 am

Creating the next wave of call center culture

Tiffany Apcynzki, VP of Social Impact and Public Policy, Zendesk

Culture is a competitive game-changer for any organization. But do your support agents feel your company’s intended culture? In order to deliver top-notch customer experiences, today’s support agent needs collaboration, empowerment, and opportunities for company-wide engagement. Break free from the call center of yesterday and learn tips and tricks for creating a culture for today, and the future.

11:50 am - 12:00 pm

Partner spotlight: Can engineers and customer support be friends

Colleen Berube, CIO, Zendesk with Jonathan Rende, SVP Product and Marketing, PagerDuty

It’s no myth that engineering organizations and customer support teams are often at odds. It’s easy for one group to blame the other for poor customer experiences—downtime, open tickets, and challenging escalations. But when engineering and support become friends, the impact can be felt across the organization and to the customer.

12:00 pm - 12:30 pm

Support spotlight: The ins and outs of internal support

Colleen Berube, CIO, Zendesk with Jonathan Rende, SVP Product and Marketing, PagerDuty; Kenneth Lima, Senior Director, Data Management, Parexel; and Kelly Cordova, IT Support Manager, Kendra Scott

While internal and external support share a lot of similarities, they have subtle and important differences. The biggest one? Employees and partners are often tougher customers than their external counterparts. Moderated by Zendesk’s CIO, Colleen Berube, our panel of IT support experts will share their struggles and successes—from workflows to helpdesks —and provide meaningful process and technology solutions.

12:30 pm - 1:30 pm

Networking, Zendesk demos, and lunch

1:30 pm - 1:50 pm

Customer spotlight: Keeping up with modern consumers

Stephanie Dorman, SVP of Client Services, Mediaocean

In this high-impact session, Stephanie Dorman shares how Mediaocean is keeping up with the evolving demands of their customers—both internal and external. As SVP of Client Services, Stephanie has been instrumental in identifying Mediaocean’s change management needs, developing a plan of attack, and launching their improvement program. You’ll hear what’s next for Mediaocean and how your organization can learn from their customer success.

1:50 pm - 2:20 pm

Customer conversation: Putting proactive support into practice

Melissa Burch, Sr. Manager, Customer Advocacy, Zendesk and Chris Wilson, Director of Customer Experience, WP Engine

Imagine having 90,000 customers in 135 countries needing tech support. Now imagine being able to drive 85% of customer contacts to only one live channel—chat. Hear from Chris Wilson and Zendesk’s Melissa Burch on how WP Engine aids chat support with bots, machine learning, and self-service. No imagination needed, as deflecting support tickets, raising CSAT, and increasing issue resolution is the WP Engine reality.

2:20 pm - 2:45 pm

It’s a data-driven world: Make smarter decisions with integrated analytics

Martin Doettling, GM and VP Analytics, Zendesk

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. Martin will 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.

2:45 pm - 3:25 pm

How do you stack up? The 2019 CX trends to shape your support.

Claire Peracchio, Benchmark Research, Zendesk and Sam Chandler, Principal Customer Success Consultant, Zendesk

You’ve spent the day hearing about breaking free from the old ways of customer experience. But what are the things you should focus on, today? In this riveting session, Claire Peracchio and Sam Chandler highlight the Benchmark trends derived from over 45,000 Zendesk customers. They will share our predictions for 2019 and provide tips on how to use the trends to shape your support.

3:25 pm - 3:30 pm

Closing

Sarah Reed, Sr. Director of Events, Zendesk

3:30 pm - 5:30 pm

Happy Hour, Zendesk demos, and networking

Zendesk Customer Education

Guide &
Support for Admins

Join our team of Zendesk experts on April 9th for a live, classroom style event prior to Showcase in Dallas. This full day of deep-dive product training and hands-on exercises will enhance your Zendesk Admin skills.

Find out more

Venue
The Statler Hotel

Sponsors

“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

F.A.Q.

Convince your boss with this letter. See you there!

Online registration will close Tuesday, April 9, 2019, at 5:00pm PST.

The Showcase in Dallas will take place on April 10th, with a pre-event Zendesk Training and Certification Day on April 9th. We will be at the Statler hotel located at 1914 Commerce St, Dallas, TX 75201.

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.

There’s a few hotels in walking distance of our venue. A few are listed below, but please feel free to book whichever hotel is best suited for you. 

AC Marriott Hotel

  • 3 minute walk
  • Number to call (214) 290-0111

Residence Inn

  • 3 minute walk
  • Number to call (214) 290-0122

Fairfield Inn & Suites

  • 5 minute walk
  • Number to call (214) 573-6555

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

Yes, we will have an afternoon meetup event for Developers and Admins to learn more about Zendesk’s developer tools and services and Sunshine, our next-generation CRM platform. Register here!