Agenda

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

Featured sessions

Transform your support from transactional to consultative

Handling customer conflict

Omnichannel: From customer engagement strategy to everyday success
Top

November 12, 2018

November 13, 2018

9:00 am - 9:10 am

Welcome

Fairmont Hotel

9:10 am - 10:30 am

Opening Keynote

Fairmont Hotel

10:30 am - 11:00 am

Networking break

Fairmont Hotel

11:00 am - 11:30 am

Want to change the world? Start by being brave enough to care

Fairmont Hotel

11:30 am - 12:00 pm

It’s time to ignite the empathy movement

Fairmont Hotel

12:00 pm - 12:30 pm

To be announced soon!

Fairmont Hotel

12:30 pm - 1:30 pm

Networking and lunch

Fairmont Hotel

1:30 pm - 2:00 pm

Omnichannel: From customer engagement strategy to everyday success

Fairmont Hotel

Track 1 - Know your Zendesk

1:30 pm - 2:00 pm

Go with the workflow: Enhanced agent experience in Support

Fairmont Hotel

Track 1 - Know your Zendesk

1:30 pm - 2:00 pm

From coworker to coworker: Build an internal help desk strategy

Fairmont Hotel

Track 2 - Who's using Zendesk

1:30 pm - 2:00 pm

Translating metrics for the C-suite

Fairmont Hotel

Track 3 - Provide better customer experience

1:30 pm - 2:00 pm

Build amazing user experiences on the Zendesk Developer Platform

Fairmont Hotel

Track 4 - Zendesk for admins and developers

1:30 pm - 2:00 pm

Put your customer at the core: operations, integrations, and collaborations

Fairmont Hotel

Track 5 - Best practices for growth

2:15 pm - 2:45 pm

Scale with smart self-service

Fairmont Hotel

Track 1 - Know your Zendesk

2:15 pm - 2:45 pm

Get ahead of your customers with proactive engagement

Fairmont Hotel

Track 1 - Know your Zendesk

2:15 pm - 2:45 pm

Use remote agents to staff omnichannel

Fairmont Hotel

Track 2 - Who's using Zendesk

2:15 pm - 2:45 pm

Best practices from the trenches: Lessons learned from Zendesk Services

Fairmont Hotel

Track 2 - Who's using Zendesk

2:15 pm - 2:45 pm

Debunking the omnichannel myths

Fairmont Hotel

Track 3 - Provide better customer experience

2:15 pm - 2:45 pm

Use data to cultivate the best customer relationships

Fairmont Hotel

Track 4 - Zendesk for admins and developers

2:15 pm - 2:45 pm

Shift your contact center from phone-centric inbound to digital conversations

Fairmont Hotel

Track 5 - Best practices for growth

2:45 pm - 3:15 pm

Networking break

Fairmont Hotel

3:15 pm - 3:45 pm

Deliver dynamic customer experiences with an open, modern platform

Fairmont Hotel

Track 1 - Know your Zendesk

3:15 pm - 3:45 pm

Answer Bot to the rescue: Save time and help customers faster

Fairmont Hotel

Track 1 - Know your Zendesk

3:15 pm - 3:45 pm

Capture the customer behind the ticket

Fairmont Hotel

Track 2 - Who's using Zendesk

3:15 pm - 3:45 pm

Make CSR work in your contact center

Fairmont Hotel

Track 3 - Provide better customer experience

3:15 pm - 3:45 pm

Embed omnichannel support with the Web Widget and Mobile SDKs

Fairmont Hotel

Track 4 - Zendesk for admins and developers

4:00 pm - 4:45 pm

The changing role of the CIO

Fairmont Hotel

Track 1 - Know your Zendesk

4:00 pm - 4:45 pm

The phone isn’t dead: Build stronger relationships with Talk

Fairmont Hotel

Track 1 - Know your Zendesk

4:00 pm - 4:45 pm

Why we rebuilt our helpdesk

Fairmont Hotel

Track 2 - Who's using Zendesk

4:00 pm - 4:45 pm

What women leaders bring to the contact center

Fairmont Hotel

Track 3 - Provide better customer experience

4:00 pm - 4:45 pm

5 game-changing apps built on the Zendesk Platform

Fairmont Hotel

Track 4 - Zendesk for admins and developers

4:00 pm - 4:45 pm

Your boarding pass to global support

Fairmont Hotel

Track 5 - Best practices for growth

4:45 pm - 7:00 pm

Opening night reception

Fairmont Hotel

November 14, 2018

9:00 am - 9:10 am

Welcome

Fairmont Hotel

9:10 am - 9:40 am

What’s next for CX in 2019?

Fairmont Hotel

9:40 am - 10:20 am

To be announced soon!

Fairmont Hotel

10:20 am - 11:00 am

Marketing brands with authenticity and emotion

Fairmont Hotel

11:00 am - 11:30 am

Networking break

Fairmont Hotel

11:30 am - 12:30 pm

Deliver the best TCO for your business

Fairmont Hotel

Track 1 - Know your Zendesk

11:30 am - 12:30 pm

Through the dashboard: See your business clearly with Explore

Fairmont Hotel

Track 1 - Know your Zendesk

11:30 am - 12:30 pm

CX tales: 5 totally innovative Zendesk use cases

Fairmont Hotel

Track 2 - Who's using Zendesk

11:30 am - 12:30 pm

Benchmark your customer experience with brands from around the world

Fairmont Hotel

Track 3 - Provide better customer experience

11:30 am - 12:30 pm

Handling customer conflict

Fairmont Hotel

Track 3 - Provide better customer experience

11:30 am - 12:30 pm

The customer metrics that make you attractive to VCs

Fairmont Hotel

Track 5 - Best practices for growth

12:30 pm - 1:30 pm

Networking lunch

Fairmont Hotel

1:30 pm - 2:00 pm

Use data to win at customer service

Fairmont Hotel

Track 1 - Know your Zendesk

1:30 pm - 2:00 pm

Hand it over: Collaborating with chatbots

Fairmont Hotel

Track 1 - Know your Zendesk

1:30 pm - 2:00 pm

Zendesk and the Netflix ecosystem

Fairmont Hotel

Track 2 - Who's using Zendesk

1:30 pm - 2:00 pm

Transform your support from transactional to consultative

Fairmont Hotel

Track 3 - Provide better customer experience

1:30 pm - 2:00 pm

Plan your career in customer support

Fairmont Hotel

Track 3 - Provide better customer experience

1:30 pm - 2:00 pm

Get yourself noticed with brand and marketing

Fairmont Hotel

Track 5 - Best practices for growth

2:15 pm - 2:45 pm

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

Fairmont Hotel

Track 1 - Know your Zendesk

2:15 pm - 2:45 pm

Best practices for creating the self-service experience your customers want

Fairmont Hotel

Track 1 - Know your Zendesk

2:15 pm - 2:45 pm

Supporting your support team starts with you

Fairmont Hotel

Track 3 - Provide better customer experience

2:15 pm - 2:45 pm

Learn from the “Humans of Zendesk” – a panel of our top customer advocates

Fairmont Hotel

Track 3 - Provide better customer experience

2:15 pm - 2:45 pm

Grow your startup with D&I and culture

Fairmont Hotel

Track 5 - Best practices for growth

2:45 pm - 3:15 pm

Networking break

Fairmont Hotel

3:15 pm - 3:45 pm

Ask me anything with Mikkel Svane

Fairmont Hotel

3:45 pm - 4:15 pm

To be announced soon!

Fairmont Hotel

4:15 pm - 5:00 pm

You want to know Mindy Kaling

Fairmont Hotel

Do you need to convince your boss?

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