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Welcome and Introductions

Our VP of Product Marketing, Ingrid Wantuch, kicks off the event with a welcome message.

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12pm

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ZENDESK WEBINAR

Conversations with Zendesk featuring Lovevery

Monday
, 
April 
10

Thursday, Sept. 28th at 9:30 AM PT / 12:30 PM ET

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The end-of-year rush can be many a CX team’s greatest challenge of the year. And keeping customers and agents happy during that time? No easy feat.


Lovevery’s VP of Customer Experience, Emily Sarver, will share how the Boise-based retailer makes the cyber season productive and profitable, while keeping agent experience top-of-mind. 

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Speakers

Roisin Hunt

Sr. Strategic Events Manager

Zendesk

Emily Sarver

Vice President of Customer Experience

Lovevery

About

In this 30-minute rapid-fire conversation with Zendesk’s Roisin Hunt is joined by Lovevery's VP of Customer Experience, Emily Sarver. The Boise-based retailer is a parent favorite for its play-kit subscription boxes–and has quite a few cybers under its belt. 

You'll learn how Lovevery:

•

Keeps their agent experience top of mind, even during busy times

•

Builds a consistent customer experience across geos

•

Scales rapidly for the holiday season


Agenda Option 1

10:30AM

Keynote

Hear how we’re reprioritizing our product vision to help you do more with less while maintaining strong customer relationships. As told by Josh Bean, Senior Director of Product Marketing at Zendesk.

12:00PM

Product Innovations

Four mini masterclasses that guide you through the latest Zendesk releases, and how to leverage them for your business needs. 


Session 1: AI-powered conversations

Session 2: Intelligent operations at scale

Session 3: Open and flexible platform

Session 4: Trust and security

12:30PM

Expert tips

Three practical classes that help you get started with Zendesk and learn tips and tricks from our experts. 


Session 1: Boost productivity with Agent Workspace

Session 2: Move from live chat to messaging

Session 3: Optimize Zendesk for self-service

1:00PM

Live Q&A and wrap-up

See you on March 8, or whenever you choose to watch back on-demand.

2:30PM

Schedule item

Schedule description.

Agenda

Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.

11:15 Breakout tracks begin

Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.

TRACK 1

Product solutions and roadmap

Hear about the latest updates and releases—and how they can help your business.

TRACK 2

Make the most of Zendesk

Our experts show you how to customize Zendesk to fit your business needs.

TRACK 3

Emerging trends transforming CX

See what’s impacting the world of CX and beyond, alongside the best in the business.

TRACK 1

Panel: Delivering a customer first strategy with Zendesk

Harness the possibilities of AI

Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.


Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.

TRACK 2

Panel: Delivering a customer first strategy with Zendesk

Fall in love with personalized conversational experiences

Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.


Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.

12:30 Lunch

Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.

13:00 Breakout tracks continue

TRACK 1

Panel: Delivering a customer first strategy with Zendesk

Harness the possibilities of AI

Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.


Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.

TRACK 2

Panel: Delivering a customer first strategy with Zendesk

Fall in love with personalized conversational experiences

Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.


Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.

TRACK 2

Panel: Delivering a customer first strategy with Zendesk

Fall in love with personalized conversational experiences

Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.


Our product vision is robust. We’re building on conversational experiences with AI and making the agent experience more intuitive for all.

Agenda

Our product vision is robust. We're building on conversational experiences with AI and making the agent experience more intuitive for all.

The keynote

Our product vision is robust. We're building on conversational experiences with AI and making the agent experience more intuitive for all.

After the keynote

Our product vision is robust. We're building on conversational experiences with AI and making the agent experience more intuitive for all.

After after the keynote

Our VP of Product Marketing, Ingrid Wantuch, kicks off the event with a welcome message.

Happy hour

Our VP of Product Marketing, Ingrid Wantuch, kicks off the event with a welcome message.

Thank you to our sponsors

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Gold Sponsors

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Silver Sponsors

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Agenda

Our agenda lets you roam. Enjoy keynotes that spur innovation or meet with experts to solve your challenges.

Best of all, it’s quality time with people who just get it.

7:30am

Registration and breakfast

Sponsored by Ada

8:30am

Opening keynote

Highlights include:
• A welcome from Tom Eggemeier, Chief Executive Officer at Zendesk

• The future of CX, presented by Adrian McDermott, Chief Technology Officer at Zendesk

• Updates on the Zendesk company vision and new product announcements

10:15am

Session tracks begin

Choose to attend whichever are most useful to you and your business.

TRACK 1

Product solutions and roadmap

Hear about the latest updates and releases—and how they can help your business.

TRACK 2

Make the most of Zendesk

Our experts show you how to customize Zendesk to fit your business needs.

TRACK 3

Emerging trends transforming CX

See what’s impacting the world of CX and beyond, alongside the best in the business.

TRACK 1

Product solutions and roadmap

Harness the possibilities of AI

Artificial Intelligence will change the CX landscape forever. Hear our vision for the future, and the role Zendesk will play in it. We’ll be joined on stage by Liberty London to talk about how AI can help you boost ROI, improve efficiency across the customer journey, and most importantly—deliver exceptional service.







TRACK 2

Customer wins with Zendesk

Fall in love with personalized conversational experiences

Finding love in the digital world is hard. Over the last 25 years, Match Group have been pioneers in delivering personalized dating experiences to millions of users worldwide. In this industry, the biggest job is keeping love-hopeful users engaged and avoiding churn. Hear how Match Group used Zendesk to deliver personalized dating advice—resulting in boosted customer loyalty, increased retention, and a direct impact on revenue growth.

TRACK 3

Emerging trends transforming CX

CX Trends: separating hype from reality

Not all trends are created equally. Some change the way we live and work—and some disappear as quickly as they arrived. Hear our expert panel dig into emerging industry trends, then debate which they believe are here to stay.


15 minute break


TRACK 1

Product solutions and roadmap

Hear about the latest updates and releases—and how they can help your business.

TRACK 2

Make the most of Zendesk

Our experts show you how to customize Zendesk to fit your business needs.

TRACK 3

Emerging trends transforming CX

See what’s impacting the world of CX and beyond, alongside the best in the business.

TRACK 1

Product solutions and roadmap

Prepare for the future of CX with powerful agent tools

Agility in customer service isn’t just about moving faster—it’s about adapting faster. Our adaptable Agent Workspace drives innovative customer experiences so you can keep pace with wherever your customers, business, or the market takes you. Hear how the Agent Workspace can help maximize efficiency, make faster decisions, and create powerful front and back end customizations.

TRACK 2

Customer wins with Zendesk

How to boost customer happiness as you scale

Keeping customers happy as your business scales can be a challenge. Hear how Degreed uses Zendesk to integrate customer service with their product, sales, and success teams. You’ll learn tactics for keeping customer retention high, seamlessly automating requests, running a lean team in hyper growth, and more.

TRACK 3

Emerging trends transforming CX

What consumers want from AI in service

Customers are excited about the possibilities of AI. Now’s the time to understand their expectations for the future of customer experience. Our presenters and expert panel dive into how to use AI to fill experience gaps, provide instant personalization, and supercharge communication via chatbots and voice assistants—all while being empathic.

12:00pm

Lunch

Sponsored by Salto

Sponsored by Salto

1:00pm

Delivering customer obsession with Zendesk

You'll learn:

• what it means to be customer obsessed

• how customer obsession translates into a competitive advantage

• how to leverage AI, personalization, and omnichannel experiences to deliver customer-focused experiences

You'll learn:

• What it means to be customer obsessed

• How customer obsession translates into a competitive advantage

• How to leverage AI, personalization, and omnichannel experiences to deliver customer-focused experiences

• With Medline Industries, LP, Honeywell Connected Enterprise, Xe.com, Ria Money Transfer, and Dandelion Payments


2:00pm

Session tracks continue

Continue with your track from this morning, or switch to another.

TRACK 1

Product solutions and roadmap

Hear about the latest updates and releases—and how they can help your business.

TRACK 2

Make the most of Zendesk

Our experts show you how to customize Zendesk to fit your business needs.

TRACK 3

Emerging trends transforming CX

See what’s impacting the world of CX and beyond, alongside the best in the business.

TRACK 1

Product solutions and roadmap

Introducing Zendesk for employee experiences

LATAM Airlines perfected conversational experiences for their customers—so rolled them out to their employees too. The result? Improved employee productivity, satisfaction, and the bottom line. Hear how they did it, and how you can too.

Support data protection and privacy compliance goals

Data protection and privacy laws are evolving at an incredible pace. Hear how Zendesk helps you keep up. You’ll learn about advances in auditing, logging, roles, permissions, and change management that will complement your compliance goals.

TRACK 2

Customer wins with Zendesk

Lead with CX to drive revenue and land more customers

Like many industries, the future of car buying is eCommerce—and 64% of car buyers say the buying experience is more important than price. Retailers with personalized experiences will land more deals. Hear how Cox Automotive uses Zendesk, powered by rich data, to deliver an online concierge buying experience. You’ll learn how they use Zendesk to drive sales, navigate eCommerce chokepoints, and unify the prospect-to-customer digital experience. This session will also feature a Conversational Commerce demo.

3:30pm

Women in Leadership presents: Balancing EQ & IQ

Settle in for a fireside discussion with Bozoma Saint John, Forbes Most Influential CMO, Author, and Entrepreneur. Expect discussions on:
• creating personalized customer experiences
• building brand loyalty with empathetic touchpoints
• authentic leadership, and balancing EQ and IQ


Settle in for a fireside talk with Bozoma Saint John, Forbes Most Influential CMO, Author, and Entrepreneur. Expect discussions on:

• Creating personalized customer experiences

• How to leverage AI, personalization, and omnichannel experiences to deliver customer-focused experiences

• Authentic leadership and balancing EQ and IQ

4:30pm

Happy hour

Sponsored by TTEC and Ultimate


Sponsored by TTEC and Ultimate

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