150+ senior brand leaders join to the future of customer care and social customer service at star-studded Incite Customer Service Summit 2018

By CIOReview | Tuesday, March 27, 2018
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InciteGroup’s Customer Service Summit(San Diego, June 7-8, 2018) – North America’s most senior gathering of customer service leaders from major global brands – returns for 2018 but with a new location in San Diego. Taking to the West Coast for the first time in 8 years this year’s Customer Service Summit will take place on June 7th and 8th at the Hilton San Diego Mission Valley Hotel.

Keynote faculty include numerous esteemed customer care leaders from Fortune 500 brands, including; Mastercard’s, Lance Gruner, Executive Vice President of Global Customer Care, and Samsung’s Michael Lawder, Senior Vice President of Customer Care, alongside senior leaders from Delta Airlines, T-Mobile, Western Digital, Citi, Microsoft, Estee Lauder, Hilton, Home Depot, Facebook and many more.

The Customer Service Summit– is a two-day event bringing over 150senior customer service and social customer care leaders together to discuss strategies for delivering effortless, efficient, and engaging customer care in an age of ever changing customer expectation. It is the only event focusing specifically on the perspective of senior customer care leaders at major brands.

“The boundless rise of technology and on-demand services has changed the way we interact with one another, and in-turn, changed what consumers have come to expect of customer service. Basic support resolution is not enough. It’s vital your support strategy is effortless, efficient, and empowering to your customers.” Explains event organiser, Josh Gordon, Senior Project Director at Incite Group.

In a recent survey by Incite Group of over 500 customer care leaders, 70% agreed that delivering an effortless resolution was paramount to gaining a competitive advantage. As methods of communication change around us, and new social channels and technologies enable greater speed, personalization, and engagement, brands are facing an uphill battle to ensure their care operations are scalable, agile and well-equipped enough to deliver the next generation of customer service.

The summit will feature over thirty speakers among five key themes focused on: scalability, multichannel integration, self-service and AI, proactive care, and personalization. The summit moves discussions between empowering your workforce and delivering a unified digital strategy for customer care.

Attendees at the summit include representatives from AARP, Alaska Airlines, BBVA Compass, Conversocial, DHL, Discount Tire, eBay, Expedia, Google, PVH Corp, Stihl, Volaris, Wells Fargo, Zendesk and many more.

Incite Group have released the speaker line-up and event agenda on their website: incite-group.com