Agenda

Five tracks to choose from —
stick to one or try them all.

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November 12, 2018

November 13, 2018

9:00 am - 9:25 am

Welcome

Sarah Reed - Sr. Director of Events, Zendesk

Grand Ballroom

9:25 am - 11:00 am

Break free: Opening keynote with Zendesk’s Founder and CEO, Mikkel Svane and special guests

Mikkel Svane - CEO & Founder, Zendesk

Astha Malik - VP, Platform and Product Marketing, Zendesk

Luke Behnke - VP Product, Zendesk

Matt Price - SVP and General Manager, Base at Zendesk

Brady Stewart - Senior Vice President, Americas Digital, Levi Strauss & Co.

Grand Ballroom

11:00 am - 11:30 am

11:30 am - 12:00 pm

A conversation with Cleo Wade

Cleo Wade - Poet, Artist, and Author

Khalida Ali - Senior Manager, Diversity & Inclusion, Zendesk

Grand Ballroom

12:00 pm - 12:30 pm

It’s time to ignite the empathy movement

Tiffany Apcyznski - VP, Social Impact and Public Policy, Zendesk

Ben Collet - Sr. Director, Customer Advocacy, Zendesk

Grand Ballroom

12:30 pm - 1:30 pm

Terrace Room, Tonga Room, and Rooftop Garden

1:30 pm - 2:00 pm

Bring sales and support together for an amazing customer experience

Matt Price - SVP and General Manager, Base at Zendesk

Grand Ballroom

Track 1 - Know your Zendesk

1:30 pm - 2:00 pm

Go with the workflow: Enhanced agent experiences in Zendesk Support

Andrew Reback - Senior Director, Product Management, Zendesk

Julie Yee - Senior Product Marketing Manager, Zendesk

Brandon Savage - Sr. Director, User Services, Box

Venetian Room

Track 1 - Know your Zendesk

1:30 pm - 2:00 pm

From vision to reality: The evolution of Zendesk’s customer service

Kathy Dalpes - VP, Customer Advocacy, Zendesk

Melissa Burch - Manager, Online Support, Zendesk

Pavilion Room

Track 2 - Who's using Zendesk

1:30 pm - 2:00 pm

Magnolia helps debunk the omnichannel myths

Mark Bloom - Director, Product Marketing, Zendesk

Dave Dyson - Sr. Customer Service Evangelist, Zendesk

Sam Goff - Guest Services Director, Magnolia

Gold Room

Track 2 - Who's using Zendesk

1:30 pm - 2:00 pm

Know thy customer: Critical factors impacting the customer lifetime value

Diane Hagglund - Founder and Principal, Dimensional Research

Astha Malik - VP, Platform and Product Marketing, Zendesk

French Room

Track 3 - Provide better customer experience

1:30 pm - 2:00 pm

Introducing new technologies to transform customer experiences

David Williams - VP and GM, Zendesk

Dustin Swayne - Deputy Commissioner, State of Tennessee

California Room

Track 5 - Best practices for growth

1:30 pm - 2:00 pm

Under the hood of the Zendesk Platform

Erica Wass - Director of Product Management, Zendesk

Brett Adam - VP of Engineering, Zendesk

Debanjan Saha - GM, Aurora & RDS, AWS

Fountain Room

Track 4 - Zendesk for admins and developers

2:15 pm - 2:45 pm

Modeling human relationships with data

Joe McCarron - Lead Product Manager, Platform, Zendesk

Suri Ratnatunga - Director, Community and Support, Vimeo

Fountain Room

Track 4 - Zendesk for admins and developers

2:15 pm - 2:45 pm

Be like Barkbox: Surpass customer expectations by scaling with smart self-service

Teresa Haun - Sr. Product Marketing Manager, Zendesk

Nicholas Schott - Happy Team Sr. Supervisor, BarkBox

Sean Ingram - Happy Team Supervisor, BarkBox

Grand Ballroom

Track 1 - Know your Zendesk

2:15 pm - 2:45 pm

Get ahead of your customers with proactive engagement

Justin Huskamp - Lead Product Marketing Manager - Connect, Zendesk

Venetian Room

Track 1 - Know your Zendesk

2:15 pm - 2:45 pm

Lessons learned from scaling a remote team

Kalpana Chandrasekhar - VP, Customer Experience, HotelTonight

Gold Room

Track 2 - Who's using Zendesk

2:15 pm - 2:45 pm

From coworker to coworker: Build an internal help desk strategy

Jim Gearhart - Senior Director, Enterprise Business Applications, Zendesk

Ben Chapman - Director of CX and Analytics, Homebridge

Paul Parker - Director of IT, Compass

Doug Roberts - Sr. Manager, Global IT Help Desk, OpenTable

Pavilion Room

Track 2 - Who's using Zendesk

2:15 pm - 2:45 pm

Respect is a two-way street. How to use trust to strengthen customer relationships

Jennifer King - Sr. Director, Engagement Marketing, Zendesk

John Geschke - Chief Legal Officer & SVP of Administration, Zendesk

Kevin Liu - Director, Marketing Operations and Automation, MongoDB

French Room

Track 3 - Provide better customer experience

2:15 pm - 2:45 pm

Your boarding pass to global support

Pierre Lazarus - Global External Tools Program Manager, Uber

Katherine Kelly - Sr. Director, Product Marketing, Zendesk

California Room

Track 5 - Best practices for growth

2:45 pm - 3:15 pm

3:15 pm - 3:45 pm

Deliver the best customer experiences with an open, modern platform

Sam Boonin - VP, Platform and Product Strategy, Zendesk

Lisa Kant - Director, Platform Product Marketing, Zendesk

Jacob Usner - Product Manager, Member Support, Zipcar

Grand Ballroom

Track 1 - Know your Zendesk

3:15 pm - 3:45 pm

Tap into the power of voice for better customer experiences

Emily Vince - Product Marketing Manager, Talk, Zendesk

Enoch Owen - Director of Customer Care, The Black Tux

Venetian Room

Track 1 - Know your Zendesk

3:15 pm - 3:45 pm

How Shopify’s support gurus drive revenue

Marcie Murray - Director of Support, Shopify

Rick Nucci - Co-founder and CEO, Guru

Gold Room

Track 2 - Who's using Zendesk

3:15 pm - 3:45 pm

Measuring and improving CX at Zendesk

Brian Harris - Director of Customer Advocacy, Zendesk

Martin Doettling - GM, Explore, Zendesk

Pavilion Room

Track 2 - Who's using Zendesk

3:15 pm - 3:45 pm

Empathy in action: 5 tips to integrate volunteering into your contact center

Megan Trotter - Director, Corporate Social Responsibility Engagement, Zendesk

Todd Lienart - Director, Corporate Social Responsibility, Zendesk

Debbie Cullen - Chief Client Officer, Complia Health

French Room

Track 3 - Provide better customer experience

3:15 pm - 3:45 pm

Embed omnichannel support with the Web Widget and Mobile SDKs

Joe Abbott - Product Marketing Manager, Platform, Zendesk

Eric Clay - Director, Product Solutions, Squarespace

Max Brunner - Product Manager, Mobile SDK, Zendesk

Fountain Room

Track 4 - Zendesk for admins and developers

3:15 pm - 3:45 pm

Doing more with less: Scaling support with BPOs and external partners

Sean Rivers - Director, Operations Technology, Republic Wireless

Kathy Dalpes - VP, Customer Advocacy, Zendesk

California Room

Track 5 - Best practices for growth

4:00 pm - 4:45 pm

Omnichannel: From customer engagement strategy to everyday success

Mark Bloom - Director, Product Marketing, Zendesk

Orlando Gadea - Business Innovation Manager, Stanley Black & Decker, Inc.

Grand Ballroom

Track 1 - Know your Zendesk

4:00 pm - 4:45 pm

Through the dashboard: See your support clearly with Explore

Andrew Forbes - Product Marketing Manager, Zendesk

Vincent Dollet - Senior Product Manager, Zendesk

Venetian Room

Track 1 - Know your Zendesk

4:00 pm - 4:45 pm

CX tales: 4 totally innovative Zendesk use cases

Doug Hanna - VP, Operations, Zendesk

Abdullah Khan - Director, Customer Care, fuboTV

Chris Sherland - Care Director, Ibotta

Daniel Santrella - Director, Customer Engagement, Reverb.com

Christina Malis - Senior Manager, Care Technology, The New York Times

Gold Room

Track 2 - Who's using Zendesk

4:00 pm - 4:45 pm

Best practices for transforming your operations with Zendesk Services

Nitin Buty - VP, Professional Services, Zendesk

Kelly Dees - Customer Experience Leader, Ingersoll Rand

Pavilion Room

Track 2 - Who's using Zendesk

4:00 pm - 4:45 pm

What women leaders bring to the contact center

InaMarie Johnson - Chief People Officer, Zendesk

Marcie Murray - Director of Support, Shopify

Stephanie Dorman - SVP, Client Services, Mediaocean

Beth Held - Director of Call Center Operations, Micro Center

Laura West - Senior Manager, Customer Experience and Operations, ThirdLove

French Room

Track 3 - Provide better customer experience

4:00 pm - 4:45 pm

3 game-changing apps built on the Zendesk Platform

Greg Dreyfus - Platform Architects Manager, Zendesk

Steve Hollinger - Team Lead, Software Engineering, Zendesk

Brent Pliskow - Senior Manager, User Services, Box

Mike Moone - CEO & Co-founder, BrightReps

Fountain Room

Track 4 - Zendesk for admins and developers

4:00 pm - 4:45 pm

Align your enterprise organization around your customer

David Williams - VP and GM, Zendesk

Temy Mancusi-Ungaro - SVP, Operations, Yext

California Room

Track 5 - Best practices for growth

4:45 pm - 7:00 pm

Tonga Room and The Conservatory

November 14, 2018

9:00 am - 9:20 am

Welcome

Sarah Reed - Sr. Director of Events, Zendesk

Grand Ballroom

9:20 am - 9:55 am

What’s next for CX in 2019?

Maxwell Luthy - Director of Trends & Insights, TrendWatching

Grand Ballroom

9:55 am - 10:25 am

Future in Focus with Zendesk’s President of Products, Adrian McDermott and special guest

Adrian McDermott - President of Products, Zendesk

Gerardo Soto - Director Of Innovation, Stanley Black & Decker

Grand Ballroom

10:25 am - 11:00 am

Marketing brands with authenticity and emotion

Omar Johnson - Former CMO, Beats by Dre and Former VP of Marketing, Apple

Grand Ballroom

11:10 am - 11:30 am

11:30 am - 12:15 pm

The changing role of the CIO

Tom Keiser - COO, Zendesk

Paul Chapman - Chief Information Officer, Box

Stephen Franchetti - Head of Information Technology, Slack

Naveen Zutshi - SVP, CIO, Palo Alto Networks

Alvina Antar - CIO, Zuora

Grand Ballroom

Track 1 - Know your Zendesk

11:30 am - 12:15 pm

Trends and best practices for optimizing self-service with Guide and AI

Jason Maynard - VP and GM, Guide, Zendesk

Raphael Fontes - VP, Customer Operations, Squarespace

Venetian Room

Track 1 - Know your Zendesk

11:30 am - 12:30 pm

The modern complexities of customer support and workforce management

Vasu Prathipati - CEO & Co-Founder, MaestroQA

Caitlin Logan - Sr. Director, Customer Experience, FabFitFun

Scott Arrieta - Director, Client Experience, Stitch Fix

Anna Trinh - Senior Quality Assurance Specialist, Credit Karma

Hetal Shah - Customer Experience Product & Operations, Postmates

Gold Room

Track 2 - Who's using Zendesk

11:30 am - 12:30 pm

Benchmark your customer experience with brands from around the world

Claire Peracchio - PMM, Benchmark Research, Zendesk

Cheryl Neoh - Product Marketing Manager, Market Strategy, Zendesk

French Room

Track 3 - Provide better customer experience

11:30 am - 12:30 pm

Navigating conflict in customer service: How to reach resolutions and improve relationships

Amy Gallo - Writer, speaker, and author, Harvard Business Review

Crystal Room

Track 3 - Provide better customer experience

11:30 am - 12:30 pm

How your customers can help you raise funds

Kristen Durham - Chief of Staff, Zendesk

Peter Weed - Partner, Lumia Capital

Ann Miura-Ko - Co-Founding Partner, Floodgate

California Room

Track 5 - Best practices for growth

12:15 pm - 12:30 pm

Disruption and dislocation is a way of life

Dawn Anderson - Executive Partner, Client Service Delivery, Accenture

Lauren Steinitz - Senior Manager, Accenture

Grand Ballroom

Track 1 - Know your Zendesk

12:30 pm - 1:30 pm

Terrace Room, Tonga Room, and Rooftop Garden

1:30 pm - 2:00 pm

Use data to win at customer service

Martin Doettling - GM, Explore, Zendesk

Justine Matison - Director of Customer Service and Support, Lever

Grand Ballroom

Track 1 - Know your Zendesk

1:30 pm - 2:00 pm

Taking customer satisfaction to the next level with real-time support

Polomi Batra - Product Marketing Manager, Zendesk

Ramon Icasiano - VP, Customer Experience, Earnin

Venetian Room

Track 1 - Know your Zendesk

1:30 pm - 2:00 pm

The Netflix revolution continues: From content creation and consumption to Zendesk customization

Amie Tornincasa - Director, Studio Technology, Netflix

David Bolhorst - Senior Named Account Manager, Zendesk

Gold Room

Track 2 - Who's using Zendesk

1:30 pm - 2:00 pm

What separates leaders from managers?

Solu Nwanze - Director Business Operations, Zendesk & Executive Coach

French Room

Track 3 - Provide better customer experience

1:30 pm - 2:00 pm

Plan your career in customer support

Erin Hampe - Manager, Advocacy, Zendesk

Crystal Room

Track 3 - Provide better customer experience

1:30 pm - 2:00 pm

Startup DNA: Setting the ground to grow

Pedro Muller - Startup Initiatives Manager, Zendesk

Khalida Ali - Senior Manager, Diversity & Inclusion, Zendesk

California Room

Track 5 - Best practices for growth

2:15 pm - 2:45 pm

Innovative solutions for managing hyper-growth

Melissa Raymond - Vice President, Data and Analytics, Zendesk

William Dougherty - VP, IT & Security, Omada Health

Venetian Room

Track 1 - Know your Zendesk

2:15 pm - 2:45 pm

Embrace a growth mindset: Are you ready for the changing role of support?

Steven Yan - VP and GM, Connect and Outbound, Zendesk

Leor Lapid - Co-Founder & CEO, Dorm Room Movers

Grand Ballroom

Track 1 - Know your Zendesk

2:15 pm - 2:45 pm

Treat customers as a community and other CX lessons from marketing

Will Allen - Senior Director, Behance, 99U, Adobe Portfolio, Adobe

Jeff Titterton - Chief Marketing Officer, Zendesk

Gold Room

Track 2 - Who's using Zendesk

2:15 pm - 2:45 pm

Supporting your support team starts with you

Jenny Dempsey - Social Media & Customer Experience Leader

French Room

Track 3 - Provide better customer experience

2:15 pm - 2:45 pm

Learn from the “Humans behind the headset”

Kayla Schmidt - Agent Initiatives Associate, Zendesk

James Robbins - Director, Customer Support, Tide Cleaners

Katie Duck - Technical Support Engineer, Zendesk

Simone Davalos - Senior Customer Experience Agent, Slack

Crystal Room

Track 3 - Provide better customer experience

2:15 pm - 2:45 pm

Adapt your brand and reap boundless rewards

Aaron Magness - Chief Marketing Officer, Brandless

Toke Nygaard - Chief Creative Officer, Zendesk

California Room

Track 5 - Best practices for growth

2:45 pm - 3:15 pm

3:15 pm - 3:45 pm

Ask Mikkel Anything

Mikkel Svane - CEO & Founder, Zendesk

Grand Ballroom

3:45 pm - 4:15 pm

Creating space for customers not like you

Mikkel Svane - CEO & Founder, Zendesk

Chris Verdugo - Executive Director, San Francisco Gay Men’s Chorus

Grand Ballroom

4:15 pm - 5:00 pm

You want to know Mindy Kaling

Mindy Kaling - Actor, Writer, Producer, Director

Elena Gomez - CFO, Zendesk

Grand Ballroom

Do you need to convince your boss?

Try this letter