About

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?

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

Marcela Sapone

CEO & Co-Founder

Hello Alfred

Kenneth Lima

Sr Director Data Management and Clinical Database Programming

Parexel

Mikkel Svane

Founder & CEO

Zendesk

Colleen Berube

CIO

Zendesk

Adrian McDermott

President of Products

Zendesk

Sarah Reed

Sr Dir Events

Zendesk

Tiffany Apczynski

VP, Public Policy and Social Impact

Zendesk

Jason Maynard

VP & GM, Guide, Connect & ML

Zendesk

Martin Doettling

General Manager, Explore

Zendesk

Claire Peracchio

Product Marketing Manager - Benchmark Research

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

9:20 am - 10:30 am

Opening Keynote

Mikkel Svane, Founder and CEO, Zendesk, with special guests

10:30 am - 11:00 am

Networking break

11:00 am - 11:30 am

Technology Showcase

Adrian McDermott, President of Products, Zendesk

11:30 am - 11:45 am

Creating the next wave of call center culture

Tiffany Apczynski, VP of Social Impact and Public Policy, 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. Break free from the call center of yesterday and learn tips and tricks for creating a culture for today and the future.

11:45 am - 12:15 pm

How to build your customer experience from the inside out

Marcela Sapone, CEO, Hello Alfred

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

12:15 pm - 1:15 pm

Networking and lunch

1:15 pm - 1:45 pm

Track 1

Bring on the Sunshine

Stay tuned for speakers and more details.

Track 2

Best practices for aligning your organization around the customer

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

Stay tuned for speakers and more details.

1:55 pm - 2:25 pm

Take your CX to new highs

Real-time, conversational messaging is the new paradigm for interactions. Learn what Zendesk is up to in its pursuit of seamless omnichannel integration and how a B2B wholesale distribution company is transforming an industry and redefining customer engagement.

2:25 pm - 2:45 pm

Networking, Zendesk demos, and sponsor break

2:45 pm - 3:30 pm

Track 1

Build better customer experiences through smarter self-service and a more team-centric approach

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

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. Specifically, we’ll focus on how you can develop a more cohesive self-service technology strategy across your team with better tools and workflows, allowing them to focus on more impactful knowledge work, armed with key insights and the right context.

Track 2

Make the most of the top CX trends for 2019

Claire Peracchio, Benchmark Research, 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.

3:40 pm - 4:10 pm

Track 1

It’s a data-driven world: Make smarter decisions with Zendesk Explore

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. Customer and Zendesk 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.

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

3 key building blocks for an inspiring contact center culture

Megan Trotter, Director CSR Engagement, Zendesk and Todd Lienart, Director CSR, Zendesk

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

4:20 pm - 4:50 pm

More details coming soon!

5:00 pm - 5:40 pm

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

Jade Simmons, concert pianist and storyteller, with special guests

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.

5:40 pm - 5:45 pm

Closing

Sarah Reed, Sr. Director of Events, Zendesk

5:45 pm - 7:00 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.

Find out more

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 breakfast, lunch, snacks, and small bites at reception.