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.


Tom Keiser

Chief Operating Officer


Adrian McDermott

President of Products


Mike Gozzo

Senior Director, Product


Michael Barnes

VP Research Director


Elisabeth Zornes

Chief Customer Officer


Scott Anthony

Senior Partner & Author


Sandie Overtveld

VP Asia Pacific


Astha Malik

VP, Planning and GTM Enablement


Sarah Reed

Senior Director, Events


Malcolm Koh

Customer Experience Strategist


Tiffany Apczynski

VP of Public Policy and Social Impact



8:00 am - 9:00 am

Event registration and refreshments

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; and Mike Gozzo, Senior Director, Product, Smooch by 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

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

How to build your customer experience from the inside out

Elizabeth Zornes, Chief Customer Officer, Zendesk

12:00 pm - 12:30 pm

How to spot disruptive innovation opportunities

Scott Anthony, Senior Partner & Author, Innosight Asia Pacific

12:30 pm - 1:45 pm

Networking break & lunch with book signing by Scott Anthony

1:45 pm - 2:15 pm

Track 1

Omnichannel customer engagement: creating the contact centres of the future now

Astha Malik, VP of Planning & Enablement, Zendesk

Real-time, conversational experiences are the new paradigm for interactions. To keep your business moving forward, you need to adapt now. Join Zendesk and AWS as they showcase the latest in Customer Engagement, Machine Learning, AI and Natural Language Processing technologies.  Hear how companies are innovating with Amazon Connect and Zendesk Omnichannel Solutions to create the ultimate customer experience.

Track 2

How to build a business case for your CX initiatives

Malcolm Koh, Customer In-Residence APAC, Zendesk

2:25 pm - 2:55 pm

Track 1

Conversational Commerce - Live Chat and Social - WhatsApp and Bots

Track 2

Creating the next wave of call center culture

Tiffany Apcynzki, 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. 

3:05 pm - 3:35 pm

Platform: Bring on the Sunshine

It’s time to break free from legacy CRM platforms and deliver the experience your customers deserve. Join our platform team to hear how customers and partners 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 - 4:20 pm

Realigning your company to your customers

Hosted by Elisabeth Zornes, Chief Customer Officer, Zendesk

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 organization around the customer, and help you start to think about how you can take what you’ve heard today and put it into practice.

4:20 pm - 4:50 pm

Closing keynote

4:50 pm - 5:00 pm

Closing remarks

Abhi Deshmukh, Managing Director Singapore; Sandie Overtveld, VP Asia Pacific; and Sarah Reed, Senior Director Global Events

5:00 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

“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, September 10, 2019, at 5:00pm PST.

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.

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.

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.