About

The Zendesk Showcase lands in New York on May 22 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.

Speakers

Jon Stein

CEO

Betterment

Marcela Sapone

CEO and Co-Founder

Hello Alfred

Mikkel Svane

Founder and CEO

Zendesk

Adrian McDermott

President of Products

Zendesk

Jade Simmons

Concert pianist and storyteller

Cameron Dunn

Head of Support Operations

Vimeo

Brian Cantor

Principal Analyst and CCW Digital Director

Customer Management Practice

Colleen Berube

Chief Information Officer

Zendesk

Jason Maynard

VP and GM

Zendesk

Allyse Brown

Head of Product, Statuspage

Atlassian

Lawrence Lewis

Director of Client Operations

DYME Brands

Shannon Winter

Product Marketing Manager

Atlassian

Luke Behnke

Vice President, Product

Zendesk

Elisabeth Zornes

Chief Customer Officer

Zendesk

Colin Crowley

VP, Customer Experience

Freshly

Sarah Reed

Senior Director of Events

Zendesk

Todd Lienart

Director of Corporate Social Responsibility

Zendesk

Shawna Wolverton

Senior Vice President of Product

Zendesk

InaMarie Johnson

Chief People Officer

Zendesk

Doug Hanna

Vice President, Operations

Zendesk

Lisa Kant

Senior Director, Product Marketing

Zendesk

Ted Smith

Director, Competitive and Market Intelligence

Zendesk

Aja Varney

Director, Global Customer Engagement

Spartan Race

Tom Limbean

Sr. Director/Head of Customer Care & Contact Center Operations

Purple Innovation

Jeff Titterton

Chief Marketing Officer

Zendesk

Tiffany Apczynski

Vice President of Public Policy and Social Impact

Zendesk

David Williams

Vice President & General Manager of Support

Zendesk

Mark Bloom

Director, Product Marketing

Zendesk

Ryan Nichols

VP Product & Marketing

Zendesk Sell

Matt Price

SVP and General Manager

Zendesk Sell

Toby Sterrett

General Manager, Collaboration

Zendesk

Katherine Kelly

Senior Director, Product Marketing

Zendesk

Andrew Forbes

Senior Product Marketing Manager of Explore

Zendesk

Agenda

8:00 am - 9:00 am

Registration

9:00 am - 9:20 am

Welcome to the Zendesk Showcase

Sarah Reed, Sr. Director of Events, Zendesk

1st floor 

9:20 am - 10:30 am

Opening Keynote: Break Free

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

1st floor 

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.

 

10:30 am - 11:00 am

Networking, Zendesk demos, and sponsor break

11:00 am - 11:30 am

The customer centric approach to financial services

Jon Stein, CEO, Betterment; and Elisabeth Zornes, CCO, Zendesk

1st floor 

The founders of Betterment had a mission in 2008, to bring customers to life inside the software. In order to make customer-centricity a reality, the company has embarked on a journey to get closer to their customers. Join Jon and Elisabeth as they talk about how Betterment has tackled voice-of-the customer feedback in innovative and often personal ways, and how the company intends to be the most customer-focused financial services business in the world.

11:30 am - 12:00 pm

How to build your customer experience from the inside out

Marcela Sapone, CEO, Hello Alfred

1st floor 

When Marcela Sapone and Jessica Beck founded Hello Alfred in 2014, their mission was clear—create a sustainable business oriented around their employees. That means they inject a human aspect into everything, including their hiring guidelines, their engineering values, and their technology choices. And it’s worked. Hear from Marcela as she describes how in 5 years their compassionately ruthless culture has created an operationally profitable business, happy customers, and very loyal employees.

12:00 pm - 1:00 pm

Networking, Zendesk demos, sponsors, and lunch

12:10 pm - 12:50 pm

Track 1

Lunch Session
VOC IRL: ask Zendesk anything (about product and CX, that is)

Shawna Wolverton, SVP of Product, Zendesk; Elisabeth Zornes, CCO, Zendesk; and Douglas Hanna, VP Operations, Zendesk

1st floor 

Two of Zendesk’s newest leaders—Shawna Wolverton and Elisabeth Zornes are ready to tackle your comments and questions. In this interactive session moderated by Douglas Hanna, you’ll get to share your feedback and feature requests. You’ll also learn Zendesk’s approach to voice-of-the-customer and how we incorporate customer feedback into our future roadmaps. Bring your questions and your appetite.

Track 2

Lunch Session
“Get your sheet together” and create an incident communication plan

Shannon Winter, Product Marketing Manager, Atlassian; and Allyse Brown, Head of Product, Statuspage, Atlassian

2nd floor 

In our connected world, downtime is inevitable, and stressful. In the midst of an incident, it’s easy to get overwhelmed–what exactly should agents say when things are on fire? How do you best communicate with your internal teams and external customers?

In this workshop, you’ll learn the building blocks of great incident communication–from time-saving tools and templates to getting buy-in from the broader incident response team. You’ll leave with a documented plan to lean on when things go wrong. Most importantly, we’ll help you reduce the flood of downtime-related support tickets and build trust with every incident.

1:00 pm - 1:45 pm

Track 1

Suite: Get your business omnichannel-ready

David Williams, VP and GM Support, Zendesk, and Colin Crowley, VP, Customer Experience, Freshly

1st floor

Real-time, conversational experiences are the new paradigm for interactions. To keep your business moving forward, you need to adapt. Join David from Zendesk and Colin from Freshly as they discuss the workflow, productivity, and collaboration strategies your team can use for omnichannel success and learn what Zendesk is up to in its pursuit of seamless omnichannel integration.

Track 2

Make the most of the top CX trends for 2019

Ted Smith, Director, Competitive and Market Intelligence, Zendesk; and Drew Stadler, Head of Happiness, Bombas

2nd floor 

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 and Drew Stadler from Bombas about what support teams need to do to succeed in the coming year.

 

1:55 pm - 2:25 pm

Track 1

Platform: bring on the Sunshine

Luke Behnke, VP Product , Zendesk;  Lisa Kant, Sr. Director, Product Marketing, Zendesk; and Cameron Dunn, Head of Community Operations, Vimeo

1st floor 

It’s time to break free from legacy CRM platforms and deliver the experience your customers deserve. Join Cameron from Vimeo and our platform product management team 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 at Relate, so this session is not to be missed.

Track 2

Best practices for aligning your organization around the customer

Elisabeth Zornes, CCO, Zendesk and Colleen Berube, CIO, Zendesk

2nd floor 

That customer experience journey that you’re on—Zendesk is on it too. Come meet two of our newest executives, our Chief Customer Officer Elisabeth, and Colleen, our Chief Information Officer. They’ll share their experiences from some of the biggest and most influential brands—Adobe, PwC, Cisco, Microsoft, and Siemens—to prepare you for potential roadblocks and provide best practices for aligning your organization around the customer.

2:25 pm - 2:45 pm

Networking, Zendesk demos, and sponsor break

2:45 pm - 3:30 pm

Track 1

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

Brian Cantor, Principal Analyst, CCW Digital and Jason Maynard, VP and GM, Zendesk

1st floor 

It’s no secret that self-service has become the preferred support channel by customers and businesses. Join Brian Cantor of CCW Digital and Jason Maynard of Zendesk, 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.

Track 2

Creating the next wave of contact center culture

Tiffany Apczynski, VP of Social Impact and Public Policy, Zendesk and Todd Lienart, Director CSR, Zendesk

2nd floor 

“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, Tiffany explains how to break free from the call center of yesterday, while

Todd shows you the three tactical things you can implement immediately. You’ll learn tips and tricks for creating a contact center culture for today and the future.

3:40 pm - 4:10 pm

Track 1

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

Andrew Forbes, Sr. Product Marketing, Zendesk, and Aja Varney, Director, Global Customer Engagement, Spartan Race

1st floor 

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 Aja from Spartan Race and Andrew from Zendesk as they 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!

Track 2

Take your CX to new highs with omnichannel engagement

Mark Bloom, Director, Product Marketing, Zendesk and Lawrence Lewis, Director of Client Operations, Rise Logistics

2nd floor 

Learn how DionyMed Brands, a B2B wholesale distribution company, is transforming an industry and redefining customer engagement for its producers, manufacturers, retailers and end-customers. No matter what industry you’re in, this compelling session will leave you excited about your CX possibilities.

4:20 pm - 4:50 pm

Track 1

What's next in CX?

Shawna Wolverton, SVP Product, Zendesk and special guests

1st floor 

You’ve spent the day hearing 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.

Track 2

Sell: make sales and support a company-wide service mentality

Matt Price, SVP and GM, Sell, Zendesk; Ryan Nichols, VP Product & Marketing, Zendesk; and a customer

2nd floor 

Does this sound familiar? Your salespeople over-promise and your customer support is left to pick up the pieces. It doesn’t have to be this way. In this session, we’ll show you how sales and support teams can work together to provide a consistent experience for customers, and empower agents with the data they need to create exceptional customer experiences.

5:00 pm - 5:55 pm

Dynamic, disruptive diversity: a bold approach to harnessing the power of differences

Jade Simmons, concert pianist and storyteller, with InaMarie Johnson, CPO, Zendesk; Jeff Titterton, CMO, Zendesk and; David Williams, VP and GM, Support, Zendesk

1st floor 

Join Jade Simmons, a masterful storyteller and concert pianist, as she talks about leading the charge for diversification of the workplace with a powerfully positive approach. Jade shows us all through music and conversation how to eschew guilt and obligation in favor of curiosity and authentic connectivity.

After Jade’s rousing performance, she’ll be joined onstage by some of Zendesk’s diverse and extraordinary leaders.

5:55 pm - 6:00 pm

Closing

Sarah Reed, Sr. Director of Events, Zendesk

1st floor 

6:00 pm - 7:30 pm

Happy Hour 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 New York on May 21st. 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

Location
Metropolitan Pavilion

Sponsors

PLATINUM

“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

FAQs

Online registration will close Tuesday, May 21, 2019, at 5:00pm PST.

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

The Showcase in New York will take place on May 22nd, with a pre-event Zendesk Training and Certification day on May 21st. We will be at the Metropolitan Pavilion located at 125 W 18th St, New York, NY 10011.

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