12pm

Schedule item

Schedule description.

Ellen Nelson

CEO & co-founder

Ellen Nelson is CEO and co-founder of Stone, a leading news and media company for young people.  From global affairs and politics to technology and science to sports and music, Stone offers insightful stories and compelling perspectives on the issues that define a generation.

Speaker Name

Job Title

Company Name

Schedule item

Schedule description.

Schedule item

Schedule description.

Speaker Name

Job Title

Company Name

VIRTUAL EVENT

Zendesk Relate
Wednesday 
May 
11
 , 
2022

Our flagship event returns. It’s happening online, everywhere—and it’s made of possibilities to get you closer to your customer experience dream.


Download our event guide now, so you can plan your sessions and get the most out of the day.

AMER/APAC friendly

 The event will be in English with local language closed captioning.

Watch now
Text goes here
X

OUR TOP PICKS

Agenda

A wealth of wisdom, wrapped up in one 90-minute show. Our agenda will tickle your brain and give you the confidence to take your customer experience vision into the future. Enjoy.

The long-awaited keynote

Zendesk CEO and Founder, Mikkel Svane, will talk about what’s on everyone’s minds: the future. Zero in on the Zendesk vision, and big and bright things ahead.

Product announcements

Here’s what’s bubbling behind the scenes. We reveal what’s new in the Zendesk Suite and our Sunshine platform.

Our most Relate-able customer stories

Learn from exceptional businesses, with exceptionally practical knowledge. See what our partners do to succeed in customer experience—and how your team might do it too. Featuring Stanley Black & Decker, Virgin Pulse, Ada, MaestroQA, and many more.

Five big bets for the future of CX

Our crowd favorite talk returns. Zendesk CTO, Adrian McDermott, shares trends and opportunities around the corner.

After the main show, we invite you to curate your own journey. Handpick the sessions most helpful for you—whether that’s learning more about a specific product, chatting with Sales, or scheduling a demo.

The tracks

TRACK ONE

Know your Zendesk

Welcome to the wonderful world of Zendesk possibilities. Our straightforward sessions show you how to make the most out of our crowd pleasers: Zendesk for Service and Zendesk for Sales. Then, we unlock the modern employee experience.

TRACK TWO

Wise words on
customer experience

This is thought leadership for thoughtful minds. Some very impressive experts reveal what’s on our customer experience radar for the year ahead. Don’t miss the trends and pointers that should be on yours. 

TRACK THREE

What's new at Zendesk

The new wave of customer support is here. We show you how to prepare for the future, with a little help from some new Zendesk updates. As a cherry on top, we’re making a special announcement. 

OUR TOP PICKS

Agenda

A wealth of wisdom, wrapped up in one 90-minute show. Our agenda will tickle your brain and give you the confidence to take your customer experience vision into the future. Enjoy.

The keynote

There’s momentum in the air. We’ve learned a lot about what customers expect and what businesses are capable of. Now, it’s time to build on our greatest lessons. Discover how our community is capitalizing on speed and innovation, to help everyone get back to business. Zendesk CEO and Founder, Mikkel Svane, and top product leaders will guide the way.

Our most Relate-able customer stories

Learn from exceptional businesses, with exceptionally practical knowledge. See what our partners do to succeed in customer experience—and how your team might do it too. Featuring Stanley Black & Decker, Virgin Pulse, Ada, MaestroQA, and many more.

Product announcements

Here’s what’s bubbling behind the scenes. We reveal what’s new in the Zendesk Suite and our Sunshine platform.

After the main show, you’ll curate your own journey. Handpick the sessions that are most helpful for you—whether that’s learning more about trends, finding practical solutions, or scheduling a demo.

The tracks

TRACK ONE

Know your Zendesk

Welcome to the wonderful world of Zendesk possibilities. Our straightforward sessions show you how to make the most out of our crowd pleasers: Zendesk for Service and Zendesk for Sales. Then, we unlock the modern employee experience.

See sessions
Text goes here
X

TRACK TWO

Wise words on customer experience

This is thought leadership for thoughtful minds. Some very impressive experts reveal what’s on our customer experience radar for the year ahead. Don’t miss the trends and pointers that should be on yours.

See sessions
Text goes here
X

TRACK THREE

What's New

The new wave of customer support is here. We show you how to prepare for the future, with a little help from some Zendesk updates.
 

See sessions
Text goes here
X

Speakers

Mikkel Svane

CEO and Founder

Zendesk

Adrian McDermott

Chief Technology Officer

Zendesk 

Caitlin Keohane

SVP, Global Customer Advocacy

Zendesk

Zoe Koven

VP, Global Advocacy

Zendesk

Michael Pace

Vice President of Global Member Services and Operations

Virgin Pulse

Suri Ratnatunga

Global Director,
Customer Satisfaction

BEES

Orlando Gadea

Global VP, Customer
Experience Transformation

Stanley Black & Decker

Yossi Mlynsky

CEO

Upstack

Adriana Vazquez

Head of OpCX, Core

Logitech

Matt Owens

Technical Program Manager

Netflix

Sonja Carter

Senior Director, Engineering

Groupon

Vikas Mahajan

Head of DigitaL Platforms
 

Logitech

Tristan Gadsby

CEO

Alliants

Vasu Prathipati

CEO & Co-Founder

MaestroQA

Michael Setticasi

VP of Partnerships

Ada 

Dan Ross

Director, Global Customer Operations

Lightspeed Commerce

Sponsors

Our big event is kindly supported by our big wig partners. Big thanks to them all.

PLATINUM SPONSORS

GOLD SPONSORS

SILVER SPONSORS

You’re invited to the big one

A wealth of wisdom, wrapped up in one 90-minute show. Our agenda will tickle your brain and give you the confidence to take your customer experience vision into the future. Enjoy.

Register now
Text goes here
X

The long-awaited keynote

Zendesk CEO and Founder, Mikkel Svane, will talk about what’s on everyone’s minds: the future. Zero in on customer intelligence, the Zendesk vision, and big and bright things ahead.

Zendesk product roadmap

Here’s what’s bubbling behind the scenes. We reveal our plans for conversational CRM and our Sunshine platform.

Our most Relate-able customer stories

Learn from exceptional businesses, with exceptionally practical knowledge. See what our partners do to succeed in customer experience—and how your team might do it too. Featuring Stanley Black & Decker, Virgin Pulse, Ada, MaestroQA, and many more.

Five big bets for the future of CX

Our crowd favorite talk returns. Zendesk CTO, Adrian McDermott, shares trends and opportunities around the corner.

After the main show, we invite you to curate your own journey. Handpick the sessions most helpful for you—whether that’s learning more about a specific product, chatting with Sales, or scheduling a demo.

Meet our speakers

Adrian McDermott

Chief Technology Officer 

Zendesk

Sarah Reed

Sr Director of Global Strategic Events

Zendesk

Matt Dixon

Chief Research and Innovation Officer

Tethr

Jenn Lim

CEO & co-founder

Company Name

Albert Lin

CEO & co-founder

Company Name

Emily and Amelia Nagoski

CEO & co-founder

Company Name

Teresa Anania

CEO & co-founder

Company name

Matt Price

CEO & co-founder

Company name

Timothy Marsden

CEO & co-founder

Company name

Meet our speakers

Adrian McDermott

Chief Technology Officer

Zendesk

Matt Dixon

Chief Research and Innovation Officer

Tethr 

Jenn Lim

CEO & Chief

Happiness Officer 

Delivering Happiness

Albert Lin

National Geographic Explorer and Engineer


Emily and Amelia Nagoski

Twin sisters and

 authors,burnout 


Teresa Anania

SVP of Customer

Success

Zendesk

Matt Price

SVP of Global

Advocacy 

Zendesk

Sarah Reed

Sr Director of Global Strategic Events

Zendesk

Timothy Marsden

Senior Director, Technology Partner Ecosystem

Zendesk

Alicia Skubick

Chief Marketing OfficeR

Trustpilot

Donovan Steinberg

Director of Customer Success

BombBomb

Schedule highlights


Introduction

Dive into CX Trends and customer service-led growth with Zendesk Chief Technology Officer, Adrian McDermott.

Trap 1

Your customer service isn’t wowing customers, but maybe they don’t want to be wowed

Going above and beyond for individual customers doesn’t pay off in a way you might expect. It's much more strategic to curb disloyalty instead. Hear from Matt Dixon, Chief Research and Innovation Officer at Tethr and author of The Effortless Experience on how to make sure your customers keep coming back.

Trap 2

Your leadership talks the talk, but doesn’t walk the walk

You can’t force the C-suite to shadow agents or listen in on support calls. But you share their values, arm them with data, and help prioritize customer feedback. Hear from Jenn Lim, CEO and Chief Happiness Officer at Delivering Happiness and author of Beyond Happiness, as well as customer stories from Trustpilot, LensDirect, and Kaplan.

Trap 3

Customer service is still seen as a cost center

1 in 3 companies still view customer service as a cost center. The truth is, it can act as a revenue generator in its own right. Hear from Matt Price, SVP of Global Advocacy at Zendesk alongside a customer story from BombBomb on how they made it happen.

Trap 4

Agents are burned out and feel undervalued

Your agents are on the frontlines. And when they’re unhappy, that means higher churn rates and dissatisfied customers. Hear from Emily and Amelia Nagoski, twin sisters and authors of Burnout, about how to keep your agents and customers happy.

TRAP 5

Disjointed systems confuse customers (and employees) and halt growth

Teams won’t succeed without the right tools in place—and backend issues directly affect customers. Hear from National Geographic Explorer and Engineer Albert Lin, most recently featured on Disney’s “Welcome to Earth”, about the importance of processes and systems to achieve goals—whether it’s in the jungle or a call center.


The Zendesk perspective

Hear how Zendesk can help you navigate common customer service traps and set you up as a high-performing support organization.


How partners can help

Learn how Zendesk partners can support your journey to exceptional customer service.

Sponsors

Join us

Our CX Trends global event focuses on the five major traps that customer service teams are faced with. These barriers weaken your bottom line—but together, we can keep it growin’. We’ll equip you with everything you need to get leadership on board immediately and set your team up for success. Join us, see how top-performers are thriving, and get actionable takeaways to unlock growth with customer service.

Watch now
Text goes here
X

Gallery

RESOURCES

Go to zendesk.com

Zendesk events

 What's new

Terms of use

Privacy policy

Cookie policy

©Zendesk 2022

Register now
Text goes here
X
Back to top
Text goes here
X
Openform
Openform
Watch now
Text goes here
X
Home
About
Agenda
Speakers
Sponsors
[confirmation_headline]
[confirmation_messaging]
Add to Calendar
Text goes here
X
[confirmation_headline]
[confirmation_messaging]
Add to Calendar
Text goes here
X
[confirmation_headline]
[confirmation_messaging]

Know your Zendesk

SESSION ONE

Meet Zendesk for Service

Zendesk builds simple solutions for complex problems. But like most things, it’s only simple when you know how to use it. Whether you’re looking to get up and running quickly or completely customize your service solution, this one’s for you.

SESSION TWO

Meet Zendesk for Sales

Providing great customer experiences doesn’t stop at service teams—your sales teams are an important part of the story. Learn how Zendesk Sell can help sales teams boost productivity, make data-driven decisions, and deliver exceptional customer experiences.

SESSION THREE

Unlock the modern employee experience

A lot of things have shifted online over the last few years—and so the need for seamless digital employee experiences has never been greater. Learn how Zendesk is making it easier for businesses to meet digital workforce needs with modern employee engagement solutions.

[confirmation_headline]
[confirmation_messaging]

Wise words on customer experience

SESSION ONE

  Designing a customer-first service organization

Embarking on a business transformation is no easy feat. In this session, Zendesk Advocacy leaders share their top tips and strategies for a steady path to success.

SESSION TWO

  Five big bets for the future of CX

Technology has made some rapid and creative strides over the last few years. Some predicted, some pandemic. Adrian McDermott, Chief Technology Officer at Zendesk, dusts off his crystal ball to give us his five big predictions for the customer experience future.

SESSION THREE

How to scale a legendary experience

Today’s customer support values good relationships over fast transactions. Therefore, businesses must scale great service experiences alongside team growth and increasingly complex support operations. Experience Management for service teams has changed the game. Vasu Prathipati, CEO at MaestroQA, discusses how to leverage innovative analytics, quality assurance, and coaching strategy to increase customer experience satisfaction.

SESSION FOUR

The brand interaction gap

When someone interacts with your brand, it’s your opportunity to build trust, deliver value, and drive growth. But when you’re working at scale—and in an increasingly digital world—it gets harder to make every interaction count. That’s why automation strategies are vital in delivering personalized, on-demand service that keeps customers coming back. Michael Setticasi, VP Partnerships at Ada uses the analysis of over a billion automated brand interactions to reveal his top three trends, and what we can learn from them. You’ll also meet Tile, who are combining Ada and Zendesk to supercharge their automation strategy.

[confirmation_headline]
[confirmation_messaging]

What’s New

SESSION ONE

Deliver fast, personalized service at scale

Today’s customers expect seamless, omnichannel conversations that can be picked up and left off at any point. Make sure your teams are ready to support customers, wherever they reach out to. Learn more about Zendesk messaging and start providing fast, personalized service—every time.

SESSION TWO

Extend conversational experiences to your sales teams

To meet the expectations of today’s buyers, sales teams need to provide enjoyable conversational experiences. Join us as we investigate new innovations across Sell, including advanced reporting and new sales engagement tools, to keep your teams on top of their business.

SESSION THREE

Manage operations and adapt to disruptions, with agent workspace

No matter how big or small your service organization is, a solution for smoothly managing your operations is key. Find out how Zendesk can keep your customers and agents happy by managing agent availability, incoming requests, and agent activity insights.

SESSION FOUR

Scale with the power of Sunshine

Every business is unique. That’s why Zendesk builds unique solutions. Join us to learn about what’s new with the Sunshine platform, including SLA 3.0 and new security features.

CONTACT THE ORGANIZER
Google   Outlook   iCal   Yahoo

RSVP

Add to my Calendar
  • Google  Outlook  iCal  Yahoo