The Zendesk Showcase lands in Singapore on September 11 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.


Michael Barnes

VP Research Director


Scott Anthony

Senior Partner & Author


Deepesh Trivedi

APAC Strategic Partnerships


Anthony Russell

Workplace by Facebook - Head of Channel Partnerships (APJ)


Vaughan Baker

Group Director, Government & Corporate Relations

My Republic

Jonathan Hwa

VP of Experience Strategy

DBS Bank

Joanne Avendano

VP for Customer Experience


Marcos Cadena

VP of Digital Marketing, Distribution, CRM & Loyalty

Minor Hotels

Lynette Tay

Head of Marketplace Experience


Linda Nguyen

Deputy Head of Product


Ammar B.A

Regional CS Manager


Amanda Ong

Head of Engagement & PR


Tom Keiser

Chief Operating Officer


Adrian McDermott

President of Products


Elisabeth Zornes

Chief Customer Officer


Mike Gozzo

Senior Director, Product


Astha Malik

VP, Planning and GTM Enablement


Tiffany Apczynski

Vice President of Public Policy and Social Impact


Sandie Overtveld

VP Asia Pacific


Malcolm Koh

Customer Experience Strategist


Steph Owen

Senior Director, APAC Success


Susan Chaika

Director of Product Marketing


Rachel Palad

Senior Product Marketing Manager


Tom Blackman

Senior Director, Asia Sales


Sarah Reed

Senior Director of Events



8:00 am - 9:00 am

Registration and breakfast

9:00 am - 9:15 am

Welcome to the Zendesk Showcase

Sandie Overtveld, VP Asia Pacific, Zendesk; with Sarah Reed, Senior Director Global Events, Zendesk

9:15 am - 10:15 am

Opening Keynote: Break Free

Tom Keiser, COO, Zendesk; Adrian McDermott, President of Products, Zendesk; Mike Gozzo, Senior Director, Product, Smooch by Zendesk; Susan Chaika, Director of Product Marketing, Zendesk

Customer expectations are changing so rapidly that what is extraordinary today becomes ordinary tomorrow. Join Tom Keiser, Zendesk COO, as he explains how to break free from the old ways of doing things in order to change with your customers. He’ll also welcome some surprise guests 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.

10:15 am - 10:30 am

The future of messaging

Mike Gozzo, Senior Director, Product, Smooch by Zendesk; Deepesh Trivedi, APAC Strategic Partnerships, WhatsApp

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 Mike from Smooch and Deepesh from WhatsApp as they share what you have to know for the future of messaging.

10:30 am - 11:00 am

Networking break & refreshments

11:00 am - 11:30 am

The state of CX in Asia

Michael Barnes, VP Research Director, Forrester

As companies undergo Digital Transformation, a lot of initiatives are being driven based on a parameter checklist. These investments are often not helping improve Customer Experience (CX), nor are they driving business growth. In this session, Michael Barnes discusses what really improves CX and some areas which continue to be pain points among customers.

11:30 am - 12:00 pm

Panel: Realigning your company to your customers

Hosted by Elisabeth Zornes, Chief Customer Officer, Zendesk with Anthony Russell, Workplace by Facebook – Head of Channel Partnerships (APJ), Facebook; Vaughan Baker, Group Director, Government & Corporate Relations, My Republic; Jonathan Hwa, VP of Experience Strategy, DBS Bank

That customer experience journey you’re on – Zendesk is on it too. Come hear from brands who are on a journey back to having a better understanding of their customers, as well as Zendesk’s own (and first) Chief Customer Officer. They’ll share their experiences to prepare you for potential roadblocks, provide best practices for aligning your organisation around the customer, and help you start to think about how you can take what you’ve heard today and put it into practice.

12:00 pm - 12:30 pm

How to spot disruptive innovation opportunities

Scott Anthony, Managing Director, Innosight

The word disruption often invokes fear, but companies that embrace possibility can turn the innovator’s dilemma into the innovator’s opportunity. By adopting a growth mindset, all companies in Asia can become transformation champions and own the future, rather than be disrupted by it. In this session, Scott Anthony explains how to break the addiction of business as usual. He’ll provide practical points to take back to your organisation.

12:30 pm - 1:45 pm

Networking break & lunch with book signing by Scott Anthony

1:45 pm - 2:15 pm

Track 1

How to build a business case for your CX initiatives

Malcolm Koh, Customer Experience Strategist, Zendesk; Marcos Cadena, VP Digital Marketing, Distribution, CRM & Loyalty, Minor Hotels

As a CX leader, you know exactly what kind of technology you need. You’ve done your homework, attended the right events, and now you’re ready to pull the trigger. Except, you need funding.

Join Zendesk and Minor Hotels as they hash things out. You’ll hear what a technology leader expects from a business case, and what a CX leader plans to do with the investment. We can’t make any guarantees, but you’ll walk into your next conversation better prepared for a positive outcome.

Track 2

Get your business omnichannel-ready

Rachel Palad, Senior Product Marketing Manager, Zendesk; Joanne Avendano, VP Customer Experience, GCash

Real-time, conversational experiences are the new paradigm for interactions. To keep your business moving forward, you need to adapt now. Join Zendesk as they showcase the latest in workflows, productivity and collaboration strategies your team can use for omnichannel success. Hear how Asian companies like GCash are innovating with Zendesk Omnichannel Solutions to create the ultimate customer experience.

2:25 pm - 2:55 pm

Track 1

Creating the next wave of call center culture

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

Culture is a competitive game-changer for any organization. But do your support agents feel your company’s intended culture? In order to deliver top-notch customer experiences, today’s support agent needs collaboration, empowerment, and opportunities for company-wide engagement. Break free from the call center of yesterday and learn tips and tricks for creating a culture for today, and the future.

Track 2

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

Steph Owen, Senior Director Success (APAC), Zendesk with Lynette Tay, Head of Marketplace Experience, Carousell

It’s no secret that self-service has become the preferred support channel by customers and businesses. Hear how APAC companies have used knowledge management and self-service technologies to transform their support organisation – arming their agents with the key insights and the right context to have more meaningful customer engagements.

3:05 pm - 3:35 pm

Track 1

From Unknown to Unicorn - Learning from Asia's skyrocketing startups

Astha Malik, VP of Planning & Enablement, Zendesk with Linda Nguyen, Deputy Head of Product, Grab; Amanda Ong, Head of Engagement & PR, StashAway; Ammar BA, Regional CS Performance Manager, ShopBack

It is never too early to have a customer advocate. CX teams are on the front lines, collecting bits of data and strands of conversations – measuring the pulse of your customers, and the health of your startup. Join our panel of hypergrowth experts as they talk about deploying modern solutions so your business can move faster and be more connected to your customers.


Track 2

Platform: Bring on the Sunshine

Susan Chaika, Director of Product Marketing, Zendesk

It’s time to break free from legacy CRM platforms and deliver the experience your customers deserve. Join our platform team to hear how brands are taking advantage of the Sunshine Platform to create new and exciting ways to connect and understand all your customer data.


3:35 pm - 4:00 pm

Networking break & refreshments

4:00 pm - 4:15 pm

The CX Summary

Sarah Reed, Senior Director Global Events, Zendesk

For over 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 you can take back to your organisation.

4:15 pm - 5:00 pm

Creating a customer experience movement

Peter Thew and Alicia Pan, Co-founders, Yoga Movement

Yoga Movement is more than just Singapore’s largest independent chain of yoga studios. Founded by husband and wife team–Peter Thew, the former Asia Brand Manager for surf company Billabong and singer-songwriter, Alicia Pan–Yoga Movement is about… a customer experience movement. The company is clearly anchored around a service culture that positions the customer at the center and has built a loyal following through passion and planning. Peter and Alicia will leave you inspired to build what moves you.

5:00 pm - 5:05 pm

Closing Remarks

Tom Blackman, Senior Director of Sales Asia, Zendesk; and Sarah Reed, Senior Director Global Events, Zendesk

5:05 pm - 6:30 pm

Zendesk Happy Hour

Zendesk Customer Education

Training for Admins

Join our team of Zendesk experts for a live, classroom style event prior to Showcase in Singapore on September 10. These deep-dive product trainings and hands-on exercises will enhance your Zendesk Admin skills.

Register now for Training

Raffles Hotel


Platinum Sponsor

Silver Sponsor

“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


The Showcase in Singapore will take place on 11 September, with a pre-event Zendesk Training and Certification day on 10 September. We will be at the Raffles Hotel located at 1 Beach Rd, Singapore 189673.

Online registration will close on Tuesday, 10 September 2019, at 5:00pm.

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

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

By train, you may alight at City Hall or Bugis Station and take a 5 to 7 minute walk to the hotel.


By bus, you may take the following bus services and alight at the Raffles Hotel Bus Stop (02049), located along Bras Basah Road:
14e, 14, 16, 36B, 36, 77, 106, 111, 128, 130, 131A, 131, 133, 162M, 162, 167e, 167, 171, 502A, 502, 518A, 518, 656, 660, 663, 665, 700A, 700, 850e, 857, 951e, 960e, 960.

Alternatively, you may also take the following bus services and alight at the Raffles Hotel Bus Stop (01611), located along Beach Road:
56, 57, 100, 107, 961C, 961


By car or taxi, if you are arriving at the hotel by taxi or privately-hired car, please inform the driver to drop you off at Raffles Hotel Singapore at the North Bridge Road.

Parking will be available at Raffles Hotel Singapore and the entrance to the carpark is located along Seah Street. Parking space will be subject to availability. 
Alternatively, you can park at Carlton Hotel, Odeon Towers or Fairmont Singapore. 

We have negotiated special rates with the following hotels nearby for your accommodation needs. You can book your stay directly via the links provided.




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