Customer Service Summit West 2018 | Incite Group | 7 June 2018 | Hilton Mission Valley, 901 Camino del Rio S, San Diego, CA 92108, USA

150+ Customer Service Leaders meet to map the future of customer support

After seven year's of success, the Customer Service Summit is heading to the West Coast for the first time, bringing together and unrivalled list of major brand leaders to guide you into the future of customer care and social media customer service

• Be Scalable: Ensure quality and consistency as your support teams grow and adapt to changing demands. Empower agents, supercharge onboarding, stay functional, flexible and augmented, and futureproof your support structure for every occasion
• Be multichannel: Deliver unified and frictionless customer experiences wherever your customers are. Connect the data dots and fully embed social, web, chat and portal into your contact center operations for a seamless multichannel experience
• Be self-serving: Give your customers the power to shape their own experiences on their own terms. Leverage digital assets, utilize bots & AI, remove friction points and resolve issues with the speed and efficiency your customers expect
• Be proactive: Go above and beyond expectation. Gain a real-time view of your customers’ needs and provide an effortless experience. Move from customer support to customer success
• Be personalized: Equip your team with the context they need to create services tailored to each customer. Build strong customer relationships that defy the impersonal approach.

2018 Speakers

Lancer Gruner
Executive Vice President, Global Customer Care, Mastercard

Kimarie Matthews
Senior Vice President, Wells Fargo Virtual Channels Social Care & Capabilities, Wells Fargo

Urvashi Sheth
Vice President, Global Customer Care, Western Digital

Laurie Toscano
Executive Director, End User Services, Estée Lauder Companies

Sarah Brownback Wortman
Senior Vice President, Global Social Listening and Customer Engagement , Citi

Gregg Fernandes
Vice President of Customer Care and Logistics, The Washington Post

Joshua Powe
Customer Service Director, Delta Airlines

Chip Liebenow
Customer Care Director, Home Depot

Nathan May
Vice President, Prepaid Customer Service, Visa

Josh Ramsey
Corporate Director, Customer Care: Executive Escalations, Diamond Desk, Social Media, Non Voice, Hilton

Katherine Chan
Customer Experience and Global Service Manager, Airbnb

Michelle Mattson
Director of Social Media, T-Mobile

Matt Chin
VP, Experience Implementation & Social Response, AARP

Stacy Vick
Social Strategy, Global Center of Expertise, General Motors

Michael Roy
Head of Social Customer Care, Alaska Airlines

Kriti Kapoor
Head of Social Customer Care, Microsoft

Mark Obee
Group Head, Social & Community Engagement, Intuit

Mari Smith
Facebook Marketing Expert | Social Media Influencer | Speaker | Author,

Tim Lopez
Head of Global Social Media Customer Care, Symantec

Tisa Sinclair
Director of Social Response, AARP

Margaret Tsuiji
Senior Manager, Social Media Support, Rogers

Charles Hawkins
Senior Director of Customer Care, Comcast Corporation

Ima Somers
Customer Service Director, 2K

Speaker to be announced soon,
Facebook Messenger

Josh March
CEO & Founder, Conversocial

Frankie Saucier
Founder, Socially Supportive Podcast

Beth Coppinger
Supply Chain Research Director, Gartner

Evan Weiner
Senior Manager, Social Media, Media Temple

Max Yoder
Co-founder & CEO, Lessonly

2018 Sponsors and Partners

PREMIER:
• Conversocial

SILVER:
• Guru
• Lessonly
• Lithium

MEDIA PARTNERS:
• Digital Agency Network
• The BayPay Forum
• Social Media Portal (SMP)
• Elemental
• Brand Quarterly
• CrowdReviews.com
• Datafloq
• CIO Review