Agenda

Welcome to Las Vegas

Pick Your Track

Customer Experience

  • Customer Experience

  • IT Service Management

  • Sales & Marketing

  • Freshservice Workshop

  • Freshdesk Workshop

4 Sep | Wed5 Sep | Thu
Day 01
Agenda
8:00-9:00am
Registration and Breakfast
9:00-10:30am
The Future of Customer ExperienceSpeaker - Girish Mathrubootham, CEO at Freshworks
10:30-11:00am
Tea Break
11:00-11:30am
How Machine Learning is Making Customer Experience More HumanKeynoteSpeaker - Shashank Prasanna, Chief ML Evangelist at AWS
11:30-11:45am
Customer Champion Award - IT Service ManagementPresenter - David Thompson, CMO at Freshworks
11:45-12:00pm
Customer Champion Award - Customer ExperiencePresenter - David Thompson, CMO at Freshworks
12:00-12:45pm
Shaq AttackKeynoteSpeaker - Shaquille O'Neal, Entrepreneur, Investor, Former NBA player
12:45-1:30pm
Lunch Break
1:30-2:15pm
The Secrets of How We Scaled Our Self Service Experience Thinking Beyond Solution ArticlesSpeakers
Bharghavi KKA, Customer Support Manager at Freshworks
Raghav Viswanathan, Pre-Sales Engineer at Freshworks
2:15-2:25pm
With Great Apps Comes Great ProductivitySpeaker - Murali Satagopan, Lead, ISV Partnerships at FreshworksEnhance customer and agent experience with marketplace apps
2:25-2:37pm
Quality Assurance in the Modern Contact CenterSpeaker - Michelle Dinsmore, Co-Founder & Client Services DirectorHow with the right tools and focus, you can quickly identify where and what to improve and give support to those agents most in need of it
2:38-3:00pm
Why a Knowledge Base Is Critical for Employee and Customer ExperienceSpeaker - Doron Gower, Chief Solution Architect at KMS LighthouseThis session will explore, knowledge base and its value for enhanced customer experiences.
3:00-3:15pm
How to Turn Feedback into ProfitSpeaker - Jamison West, CEO at SmilebackUsing customer satisfaction and feedback to boost revenue and retention
3:00-3:30pm
Tea Break
3:30-4:15pm
Fresh out of the OvenProductSpeakers
Aparna Chugh, Senior Product Manager at Freshworks
Dhivya Sriram, Senior Product Manager at Freshworks
Learn how to make the best of Freshdesk - from updates, automations, knowledge base, to the little details about agent productivity, we've got everything covered.
4:15-5:00pm
Journey of a Ticket Inside Freshworks - a Behind the Scenes StorySpeaker - Shuveb Hussain, Director, Engineering at Freshworks
7:00-9:30pm
Welcome Reception Party