See what next year’s tracks have in store for you.
Tracks
Track 1A: BE A ZENDESK EXPERT
Know your Zendesk
Straightforward sessions that make the wide world of Zendesk really, really easy. We’ll pause early and often for questions — and answers.
Sessions in this track:
- The new face of omnichannel agent experience
- Conversational experiences, AI, and the future of self-service
- Give your team a boost: Uncover best practices to improve productivity for a better CX
- Scale up with the right tools and processes
- The Zendesk Suite + Sunshine = your CRM, not theirs
- Grow and never let go: tips and tricks for a thriving customer base
- Optimize and improve your customer experience with analytics
- How to build your customer experience on Zendesk Sunshine
Track 1B: BE A ZENDESK EXPERT
Take a product deep dive
Nerd out on your favorite product with us. We’ll help you build a dashboard for your boss, master skills-based routing, or create something you didn’t even know you needed.
Sessions in this track:
- Agent Workspace: Empower your agents with contextual, collaborative and conversational workspaces
- Step up your self-service:advanced functionality in Guide and Answer Bot
- Make the move to Zendesk Explore
- Get started today with the Sunshine Platform
- Best practices: how to use Gather to expand support, foster engagement
- New contact center, who dis?
- Make your work flow: Reduce complexity with enhanced workflow tools
- Just Duet: integrate Sell and Support to drive better collaboration, productivity and customer engagement
Track 2A: WHO'S USING ZENDESK
Learn from customers and partners
We love sharing the spotlight with our customers and partners. Come and learn from some of the most innovative companies in customer experience.
Sessions in this track:
- Create customer connections through QA
- Logitech and Workato shed a little light on Sunshine
- Balance high-touch service, efficiency, and customer expectations
- More sessions coming soon
Track 2B: WHO'S USING ZENDESK
Zendesk on Zendesk
We have over ten years in the customer experience business — and we use our own products every day. Here’s where we’ll share how we use Zendesk internally.
Sessions in this track:
- Take the escalator: deliver an excellent, easy Zendesk onboarding experience
- Hype alert: make the most of this year’s top customer experience trends
- Don’t fall in the pit, and other tips to get started on the right foot with Zendesk
- Tier 0, your hero
- How voice of the customer transforms the contact center into an insight center
- Good change management for your CX revolution
- Huge app-ortunity: the top five apps built on Zendesk
- How technology can shape customer experience
Track 3A: PROVIDE BETTER CUSTOMER EXPERIENCE
Hone your CX leadership
For leaders and leaders-to-be. We’ll discuss how to guide your team, hone your personal development, and of course, master the hard skills you need to level up.
Sessions in this track:
- When women lead the contact center
- Hidden obstacles to outstanding service
- Run for the money: drive profitability in the contact center
- Radical candor
- How your small business can offer big support
- More sessions coming soon
Track 3B: PROVIDE BETTER CUSTOMER EXPERIENCE
Build a better team
Collaboration makes the magic happen, especially in the contact center. This track focuses on workforce management, quality assurance, training, and more.
Sessions in this track:
- Designing for our users: the future of agent experience in Zendesk
- Use best of breed software to better your support team
- More sessions coming soon
