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.
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.
CEO and Co-Founder
Founder and CEO
Concert pianist and storyteller
President of Products
VP and GM
Head of Product, Statuspage
Product Marketing Manager
Vice President, Product
Chief Customer Officer
Sr Director of Events
Chief Financial Officer
Director of Corporate Social Responsibility
Senior Vice President, Product
Chief People Officer
Vice President, Operations
Senior Director, Product Marketing
Director, Competitive and Market Intelligence
Director, Global Customer Engagement
Chief Marketing Officer
VP of Public Policy and Social Impact
Vice President & General Manager, Support
Director, Product Marketing
Director of CSR Engagement
8:00 am - 9:00 am
9:00 am - 9:20 am
Welcome to the Zendesk Showcase
Sarah Reed, Sr. Director of Events, Zendesk
9:20 am - 10:45 am
Mikkel Svane, Zendesk’s Founder and CEO; Adrian McDermott, President of Products, Zendesk with special guests
10:45 am - 11:15 am
Networking, Zendesk demos, and sponsor break
11:15 am - 11:45 am
More details coming soon.
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, Zendesk demos, sponsors, and lunch
Optional Lunch Session
VOC IRL: ask Zendesk anything (about product and CX, that is)
Shawna Wolverton, SVP Product, Zendesk; Elisabeth Zornes, Chief Customer Officer, Zendesk; and Doug Hanna, VP of Operations, Zendesk
1:15 pm - 2:00 pm
Platform: bring on the Sunshine
Luke Behnke, VP Product , Zendesk; Lisa Kant, Sr. Director, Product Marketing, Zendesk; and Vimeo
It’s time to break free from legacy CRM platforms and deliver the experience your customers deserve. Join 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.
Make the most of the top CX trends for 2019
Ted Smith, Director, Competitive and Market Intelligence, 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.
2:10 pm - 2:40 pm
Suite: Get your business omnichannel-ready
David Williams, VP and GM Support, Zendesk
Real-time, conversational experiences are the new paradigm for interactions. To keep your business moving forward, you need to adapt. Join David Williams and a customer 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.
Best practices for aligning your organization around the customer
Elisabeth Zornes, CCO, Zendesk and Colleen Berube, CIO, Zendesk
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.
2:40 pm - 3:00 pm
Networking, Zendesk demos, and sponsor break
3:00 pm - 3:45 pm
Guide: take a team-centric approach to smarter self-service
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. 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.
Creating the next wave of contact center culture
Tiffany Apczynski, VP of Social Impact and Public Policy, Zendesk; Megan Trotter, Director CSR Engagement, Zendesk; and 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, Tiffany explains how to break free from the call center of yesterday, while
Todd and Megan show 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.
3:55 pm - 4:25 pm
Explore: make customer-focused decisions in a data-driven world
Martin Doettling, GM and VP Analytics, Zendesk, and a customer
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!
Take your CX to new highs with omnichannel engagement
Mark Bloom, Director, Product Marketing, Zendesk and Lawrence Lewis, Director of Client Operations, Rise Logistics
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.
4:35 pm - 5:05 pm
Sell: make sales and support a company-wide service mentality
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.
What's next in CX?
Shawna Wolverton, SVP Product, Zendesk and special guests
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.
5:15 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; David Williams, VP and GM Support, Zendesk; and Elena Gomez, CFO, Zendesk
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
Sarah Reed, Sr. Director of Events, Zendesk
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
“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
Online registration will close Tuesday, May 21, 2019, at 5:00pm PST.
Interested in sponsoring? Email our team for more info at email@example.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.