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

Mio Adilman

Showrunner

Repeat Customer

Adam Rippon

American figure skater, LGBQT activist

Mikkel Svane

Founder and CEO

Zendesk

Allyse Brown

Head of Product, Statuspage

Atlassian

Derrick Diaz

IT Helpdesk Manager

Pinterest

Danny Duong

Director, Customer Experience and Community Management

Discord

Diane Hagglund

Principal

Dimensional Research

Eric Pedersen

Senior Manager Support Operations

Getaround

Justine Matison

Director of Customer Service and Support

Lever Inc

Massimo Rapparini

CIO & Head of CX

Logitech

Daniel Wilcox

Director of Care

Ro

Elisabeth Zornes

Chief Customer Officer

Zendesk

Warren Levitan

Vice President of Conversational Business

Zendesk

Shawna Wolverton

Senior Vice President of Product

Zendesk

Sarah Reed

Senior Director of Events

Zendesk

Andrew Forbes

Senior Product Marketing Manager of Explore

Zendesk

Tiffany Apczynski

Vice President of Public Policy and Social Impact

Zendesk

David Williams

Vice President & General Manager of Support

Zendesk

Todd Lienart

Director of Corporate Social Responsibility

Zendesk

Joe Abbott

Senior Product Marketing Manager

Zendesk

Michelle Torres

Senior Manager of Apps Marketplace

Zendesk

Bandar El-Eita

Director, Product Marketing

Zendesk

Katherine Kelly

Senior Director, Product Marketing

Zendesk

Ted Smith

Director, Competitive and Market Intelligence

Zendesk

Kathy Dalpes

Vice President, Customer Advocacy

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 - 10:00 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 - 10:15 am

How Logitech shapes the customer experience

Massimo Rapparini, CIO and Head of Customer Experience, Logitech; and Tom Keiser, COO, Zendesk

“There’s no function besides customer support that has as many touchpoints directly with customers…” says Massimo Rapparini, CIO of Logitech. But that doesn’t mean support should have to take on CX alone. Hear how forward-thinking organizations like Zendesk and Logitech are tackling new customer expectations by bringing technology to the forefront. Massimo and Tom talk about having IT lead the CX strategy, why you should rethink customer channel preferences, and the necessity of a tight relationship between support and technology teams.

10:15 am - 10:55 am

How great companies deliver great customer experiences

Mio Adilman, Podcast host and showrunner, Repeat Customer; Sarah Reed, Sr. Director of Events, Zendesk; Daniel Wilcox, Director of Member Care, Ro; Justine Matison, Director, Customer Service and Support, Lever; Eric Pedersen, Customer Happiness Operations, Getaround

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.

10:55 am - 11:25 am

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.

11:00 am - 1:00 pm

Lunch will be provided in the concourse, mezzanine, and lobby

11:25 am - 11:55 am

Suite: Get your business omnichannel-ready

David Williams, VP and General Manager, Support, Zendesk

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.

11:55 am - 12:25 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.

12:25 pm - 1:10 pm

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

Shawna Wolverton, SVP of Product, Zendesk; Elisabeth Zornes, Chief Customer Officer, Zendesk; Zendesk Product GMs; and Katherine Kelly, Senior Director of Product Marketing

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.

1:10 pm - 1:40 pm

Customers have big expectations from small businesses

Diane Hagglund, Principal, Dimensional Research; and Kathy Daples, VP of Customer Advocacy, Zendesk

No matter what the size of your business, customers have big expectations about the service they want to receive. In this session, we’re sharing the key findings around the consumer expectations of customer service in the U.S. and the impact it has on small businesses. Diane Hagglund, Principal at Dimensional Research, will dive into how to optimize your buyer’s journey and create communication channels that matter.

1:40 pm - 2:10 pm

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

Andrew Forbes, Senior Product Marketing Manager, Zendesk; and Derrick Diaz IT Ops Helpdesk Manager, Pinterest

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 - 4:00 pm

Afternoon refreshments will be provided in the concourse, mezzanine, and lobby

2:10 pm - 2:55 pm

Platform: bring on the Sunshine

Bandar El-Eita, Director, Product Marketing, Zendesk; Warren Levitan, VP Conversational Experiences, Zendesk

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.

2:55 pm - 3:25 pm

Make Zendesk your own

Michelle Torres, Sr. Manager, Apps Marketplace; Joe Abbott, Senior Product Marketing Manager, Zendesk, Allyse Brown, Head of Product, Statuspage, Atlassian; and Lindsay Schauer, Director, CE Operations, Slack

Nearly 70% of Zendesk customers use at least one app from the Zendesk Marketplace. And thousands of customers build private apps unique for their business by using our powerful APIs. Let’s take a spin through the Zendesk Marketplace to learn more about its power and flexibility. See how integrating your existing tech stack can help reduce agent “swivel chair” and improve your productivity and efficiency. We’ll also spotlight some of our most popular apps and integrations to demonstrate the power of integrated workflows.

3:30 pm - 3:45 pm

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

Danny Duong, Director, Customer Experience and Community Management, Discord; Teresa Haun, Product Marketing Director, Zendesk

It’s no secret that self-service has become the preferred support channel by customers and businesses. Join Danny from Discord and Teresa from 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 how you can develop a cohesive self-service strategy through better tools and workflows, allowing teams to concentrate on more impactful knowledge work—armed with key insights and the right context.

3:45 pm - 4:00 pm

Many-to-many support: empower your customers to connect and collaborate

Danny Duong, Director, Customer Experience and Community Management, Discord; Benjamin Keyser, Director of Product, Guide, Zendesk

Your customers are your most zealous advocates, experts, and tinkerers. Danny from Discord and Benjamin from Zendesk want to show you how to harness customer expertise by building a community where they can lean on each other for help. Scale your support in a trusted way by incorporating new perspectives and fresh ideas from the people who use your products the most. 

4:00 pm - 4:15 pm

How automation-first puts the customer first

Joe Wang, Sr. Director of Customer Experience, Upwork; and Ada

There’s likely an automation-first project somewhere in your customer experience strategy. But how do you get started? How do you know what’s truly possible? In this quick deep-dive, you’ll hear from Ada and Upwork on how to roll out automation and personalize customer interactions all while decreasing support volume. It’s a great story of growth and CX transformation.

4:15 pm - 4:45 pm

Creating the next wave of contact 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.

4:45 pm - 5:00 pm

The CX Summary

Sarah Reed, Senior Director, Global Events, Zendesk

For nineteen years Sarah ran contact centers across the Philippines, Central America, and the United States. She knows what CX leaders need to hear and what team members want to learn. In this quick summary, she’ll highlight the big themes and the key stats of the day that you can take back to your organization. 

5:00 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

Closing

Sarah Reed, Sr. Director of Events, Zendesk

5:35 pm - 6:30 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

Location
The Masonic

SPONSORS

PLATINUM

EXPERIENCE

Other events

October 3rd, 6-8pm

Developer Meetup & Happy Hour

Want to learn about what Zendesk has to offer for developers? Join your peers after Zendesk Showcase to grab a drink, get an exclusive overview of our developer platform, and hear about the latest development trends from Zendesk engineering leaders.

“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

F.A.Q.

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 lunch, snacks, and small bites at reception.

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