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Featured sessions
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November 12, 2018
November 13, 2018
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
11:30 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
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
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
November 14, 2018
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
11:30 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
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
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