The Zendesk Showcase lands in cities across the globe 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?

Join +1000 European brands, retailers, industry leaders and peers to learn about the latest trends and innovations in customer experience: connected CRM, artificial intelligence, omnichannel, consumer trends… This is a unique opportunity to learn how to take your customer experience to the next level.

Who should attend? 

You might be a Zendesk customer or an industry professional – all are welcome and will find relevant content. Common professionals who are attending the event are CTOs, CIOs, Heads of Customer Experience, Customer Service Directors, Marketing Directors, Customer Service Managers, and of course many more.



L-J Rich

Presenter, writer, producer, musician

Sarah Williams-Gardener

Director Public Affairs

Starling Bank

Mikkel Svane

Founder and CEO


Adrian McDermott

President of Products


Shawna Wolverton

Senior Vice President, Product


Tonni Buur

Vice President


Toby Humphrey

Product Manager


Jeff Titterton

Chief Marketing Officer


Isobel Mills

Senior Customer Service Manager

Bloom and Wild

Ales Drabek

Chief Digital & Disruption Officer

Conrad Electronic

Philipp Theißler

Head Of Customer Happiness

Runtastic GmbH

Sarah Reed

Senior Director, Events


Luke Behnke

Vice President, Product


Adi Preiss

EMEA Support Manager


Jason Maynard

VP and GM


Lucy Woods

Customer Service Team Lead

Hostelworld Group

Lee Levenson



Prelini Udayan-Chiechi

VP, Marketing EMEA



08:00 - 09:00

Registrations & Breakfast

09:00 - 09:15

Welcome to Zendesk Showcase EMEA

Sarah Reed, Senior Director of Events, Zendesk

09:15 - 10:25

CEO keynote: Break Free

Mikkel Svane, Zendesk’s Founder and CEO; Adrian McDermott, President of Products, Zendesk with special guests

Customer expectations are changing so rapidly that what is extraordinary today becomes ordinary tomorrow. Join Zendesk CEO Mikkel Svane, as he explains how to break free from the old ways of doing things in order to change with your customers. He’ll also make some surprise announcements along the way.

Zendesk President of Products Adrian McDermott will join to unveil Zendesk’s product vision. You’ll see how it will help you keep delivering the experiences your customers want.

10:25 - 11:00

Featured keynote

Featured guest speaker

11:00 - 11:30

Coffee/Tea Break

11:30 - 12:00

Track 1

Growing and Scaling your CX

Presentation: Take a team-centric approach to smarter self-service for better customer experiences

It is no secret that self-service has become the preferred support channel by customers and businesses. Learn how to adopt a smarter self-service approach to deliver more seamless experiences for your customers, your agents, and your knowledge teams. This session will 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.

Track 2

Transforming your CX

Presentation: Take your CX to new highs with omnichannel engagement

Real-time, conversational messaging is the new paradigm for interactions. Learn what Zendesk is doing in its pursuit of seamless omnichannel integration and how innovative companies working with Zendesk are transforming legacy processes and redefining customer engagement for their customers.

Track 3

Zendesk Products and Customer Solutions

Presentation: Platform: Bring on the Sunshine
It’s time to break free from legacy CRM platforms and deliver the experience your customers deserve. Join our Zendesk and external experts to hear how customers and partners are taking advantage of the best that Sunshine has to offer. We’ve made some exciting updates to Sunshine since our launch, so this session is not to be missed.

12:00 - 00:10

Track/Session - Room Change

12:10 - 12:40

Track 1

Growing and Scaling your CX

Panel: Innovative solutions for managing hypergrowth

As customer expectations have risen, so has the need for businesses to adopt out of the box thinking and approaches to solve challenges internally and externally. Join a leading panel of organisations taking new approaches to standard thinking to solve challenges their organisations have faced.

Track 2

Transforming your CX

Presentation: Make the most of the top CX trends for 2019

Curious how your support team compares to the competition? In this riveting session, you’ll understand how well your team is doing in relation to your peers. You will 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.

Track 3

Zendesk Products and Customer Solutions

Presentation: Breakfree – What’s next in CX?
Throughout the earlier presentations, you’ve heard about breaking free from the old ways of customer experience. And we’ve introduced exciting new products and features. So how do you integrate the newest tech trends and products into your CX organization? Spend some time with our SVP of Product and you’ll be ready to tackle what’s next in CX.

12:40 - 14:15

Networking Lunch

14:15 - 14:45

Track 1

Growing and Scaling your CX

Presentation: From Employee to Employee: Build an Internal Helpdesk Strategy

Businesses have created a new standard for consumer experiences that are personal, seamless and efficient. Consumers are carrying these same expectations into the workplace, putting new emphasis on the employee experience. Indeed, when you empower employees with convenient ways to communicate with internal teams like IT and HR, and even each other, you boost employee engagement. Learn how an internal help desk strategy drives productivity, increases employee engagement, and improves positive business outcomes.

Track 2

Transforming your CX

Panel: Industry Disruptors – Leading with Digital has transformed the landscape

Disruptors have changed the landscape in their industries today. By leveraging digital and technology to shape and evolve the experiences they deliver, they set themselves apart from the competition. In this panel session, you will hear from leading industry disruptors and the key ingredients that have set them apart.

Track 3

Zendesk Products and Customer Solutions

Presentation: Suite – Enhance productivity and collaboration for your support teams

Learn how Conrad Electronic, a 95 year old, family run B2B and B2C electronics retail powerhouse, is disrupting an industry and redefining customer engagement for its customers.

14:45 - 14:55

Track/Session - Room Change

14:55 - 15:25

Track 1

Growing and Scaling your CX

Presentation: Three key building blocks for an inspiring contact centre culture

Your future workforce will expect a culture that is more than perks and salary. In this session, we’ll show you three things you can do to build a company culture that gives your employees a way to bring their values into work and inspire them to provide better customer experiences.

Track 2

Transforming your CX

Presentation: Best practices for aligning your organisation around the customer

That customer experience journey that you’re on—Zendesk is on it too. Hear from Tom Keiser, Zendesk’s COO, as he shares the changes we are making to align around the customer and shares our best practices and learnings for you to avoid roadblocks.

Track 3

Zendesk Products and Customer Solutions

Presentation: Explore – Make customer-focused decisions in a data-driven world

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 this session to learn 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 will help your business improve its use of customer analytics and increase the positive business outcomes it derives from it.

15:25 - 15:35

Track/Session - Room Change

15:35 - 16:05

Track 1

Growing and Scaling your CX

Presentation: Doing more with less – Scaling support with partners

In order to achieve growth, it often takes working with a number of partners to deliver the ideal solution both from a personnel and technology front. Learn the added value partners can bring to your organisation.

Track 2

Transforming your CX

Panel: Debunking the omnichannel myths

We often hear that offering a great multi-touch experience is done by adding more and more channels. The choice of channels certainly does matter, but so does the integration of those channels. Hear how these companies are leading the way by having seamless integration in the channels offered to customers.

Track 3

Zendesk Products and Customer Solutions

Panel: Tech Start-Ups that are helping you get more from your Zendesk Solutions

Through the Zendesk community, hear how technology start-ups are taking our customer solutions to the next level and how this may benefit your organisation

16:05 - 16:35

Coffee Break

16:35 - 17:10

Fireside Chat: Be the Company Your Customers Want You To Be

Jeff Titterton, CMO, Zendesk

& Featured Guests

17:10 - 17:45

Featured Keynote

Featured guest speaker

17:45 - 18:00

Closing Remarks

18:00 - 22:00

After Party: Drinks, Entertainment, Networking

Zendesk Customer Education

Training for Admins & Certification

Join our team of Zendesk experts for a live, classroom style event after Showcase in London on June 13th. This full day of deep-dive product training and hands-on exercises will enhance your Zendesk Admin skills. If you have already mastered our products, try out our certification exam instead.

Register now for Training

Tobacco Dock






Frequently asked questions

The Zendesk Showcase conference is happening on the 12th of June 2019.
See the full agenda in by selecting the Agenda tab at the top of the page. 

Click here to register to the Zendesk Showcase.

Zendesk Showcase is a free conference. All professionals interested in customer experience are welcome. Invite your colleagues to join you there.

Once you register, you will receive an email confirmation including a link to update your registration information.

There are many hotels near the venue. See here. However, if you need to stay at a hotel, we strongly recommend that you book a hotel on the same side of the river Thames as the hotel. Crossing the river can take a long while.

When you register please make sure to specify your dietary requirements. We will make sure to cater to your requirements.