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.


Mikkel Svane

Founder and CEO


Elisabeth Zornes

Chief Customer Officer


Shawna Wolverton

Senior Vice President, Product


Sarah Reed

Senior Director, Events


Warren Levitan

Vice-presidente de Negócios Conversacionais


Tiffany Apczynski

VP of Public Policy and Social Impact


Todd Lienart

Director, Corporate Social Responsibility



8:00 am - 9:00 am


9:00 am - 9:15 am

Welcome to the Zendesk Showcase

Sarah Reed, Sr. Director of Events, Zendesk

9:15 am - 10:00 am

Opening keynote: Break free

Mikkel Svane, CEO, Zendesk; and 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 thinking about customer experience. He’ll also make some surprise announcements along the way.

10:00 am - 10:45 am

How great companies deliver great customer experiences

Mio Adilman, Podcast host and showrunner, Pacific Content; Sarah Reed, Sr. Director of Events, Zendesk; and Zendesk customers

Mio Adilman didn’t set out to be an expert on customer experience, but after two seasons of hosting Zendesk’s Webby-nominated podcast, Repeat Customer, he’s become one. Join Mio as he chats with a few of his favorite Zendesk brands on how they deliver great customer experiences.

10:45 am - 11:15 am

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 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.

11:15 am - 11:45 am

Suite: Get your business omnichannel-ready

Real-time, conversational experiences are the new paradigm for interactions. To keep your business moving forward, you need to adapt. Join Zendesk 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.

11:45 am - 12:00 pm

Customer/Partner story

12:00 pm - 12:30 pm

Sell + Service: how to make sales and support a company-wide mentality

Creating a seamless experience from sales to support is no easy task. And if you don’t get it right, it’s the customer who deals with the consequences. It doesn’t have to be this way. Join Zendesk as they show you how sales and support teams can work together to develop a company-wide service mentality. Your sales reps and support agents will be empowered with the data they need to create exceptional customer experiences.

12:30 pm - 1:00 pm

Creating the next wave of call center culture

Tiffany Apczynski, VP of Social Impact and Public Policy, 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 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. 

1:00 pm - 1:30 pm

Customer/partner story

1:30 pm - 2:00 pm

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. 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.

2:00 pm - 2:30 pm

Platform: bring on the Sunshine

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.

2:30 pm - 2:45 pm

Customer/Partner story

2:45 pm - 3:15 pm

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

It’s no secret that self-service has become the preferred support channel by customers and businesses. Join 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.

3:15 pm - 3:45 pm

What’s next in messaging

Warren Levitan, VP Conversational Experiences, Zendesk

In 2018, seventy-two trillion messages were sent across the world’s largest messaging apps. And there is no sign of things slowing down. As more and more customers prefer to use messaging to communicate with brands, companies need to incorporate this technology into their strategy. Join our team as they share what you have to know for the future of messaging. 

3:45 pm - 4:30 pm

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

Shawna Wolverton, SVP of Product, Zendesk; Elisabeth Zornes, Chief Customer Officer, Zendesk; and Zendesk Product GMs

Zendesk is ready to tackle your comments and questions in this interactive session. Our SVP of Product and our Chief Customer Officer are joined by Zendesk product GMs, where 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 all your questions.

4:30 pm - 4:45 pm

Customer/Partner story

4:45 pm - 5:30 pm

Beautiful on the outside

Adam Rippon, American figure skater, LGBQT activist

You’ve spent the day talking about all things customer experience, and it’s just like Zendesk to mix things up a bit. For our closing session of the day, we’re bringing onstage Adam Rippon–figure skater, LGBTQ advocate, and writer–who burst into the spotlight during the 2018 Olympic Games in South Korea. Adam uses his signature wit and one-of-a-kind humor to give the audience an inside look into his journey from financially-struggling athlete to an Olympian and (self-proclaimed) America’s sweetheart. Adam’s book, Beautiful on the Outside, will be released late in October and you’ll get a chance to take a signed copy home.

5:30 pm - 5:35 pm


Sarah Reed, Sr. Director of Events, Zendesk

5:35 pm - 7:30 pm

Happy hour, Zendesk demos, 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 San Francisco on October 2nd. These deep-dive product trainings and hands-on exercises will enhance your Zendesk Admin skills. If you have already mastered our products, take one of our certification exams.

Register now for Training

The Masonic

“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 Wednesday, Oct 2nd, 2019 at 5:00 p.m. PST.

The Showcase in San Francisco will take place on October 3rd, with a pre-event Zendesk Training and Certification Day on October 2nd. We will be at the Masonic located at 1111 California St, San Francisco, CA 94108.

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.

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