Pick Your Track
IT Service Management
Sales & Marketing
24 Apr | Wed25 Apr | Thu
Registration and Breakfast
The Future of Customer ExperienceSpeaker: Girish Mathrubootham, CEO at Freshworks
Fireside Chat with Customer Champion - TravixSpeaker - Mirjam Van Den Berg, VP Customer Operations at Travix
Fireside Chat with Customer Champion - Get Your GuideSpeaker - Dirk Moreno, VP Customer Service at GetYourGuide
Engagement For Life SpeakerSpeaker - Esteban Kolsky
Achieving Customer Centricity and Customer Experience Excellence: The Challenge and the WayThought LeadershipSpeaker: Adrian Swinscoe, Customer Service and Experience Advisor, Speaker and Contributor for Forbes"The fight to achieve a market-leading customer experience is increasingly feeling like a maelstrom and firms are struggling to keep up. Competition, disruption, artificial intelligence, automation, big data, omni-channel, personalisation, behavioural science, privacy - these are only some of the issues that businesses are wrestling with. In this session, Adrian will explore some of these challenges that businesses face, how they can approach these challenges, what they should focus on, to help deliver the customer experience they desire.
When Experience Matters, Opt for Omnichannel Support Speaker: Arun Mani, Managing Director at Freshworks EuropeCustomer behaviour has changed, owing to the proliferation of support channels. Although it has made it easier for the customer to get in touch with a company, this change has made it more difficult for companies to provide consistent support experiences. In this talk, Arun will be sharing his insight on how companies should plan for an omnichannel strategy that can deliver the best customer experiences.
Freshworks Support - The Road AheadProductSpeaker: Gireesh Subramaniam, VP of Product, Freshdesk at FreshworksFreshworks' vision for customer support and what we're planning to build in 2019.
Creating a Winning Culture - JT, Captain, Leader, Legend
Putting the Customer Back into Customer ExperienceThought LeadershipSpeaker: Annette Franz, founder and CEO of CX Journey IncJourney mapping is being acknowledged as one of the most powerful tools to keep customers at the center of your business. In this session, Annette shares her knowledge on why there's a growing need to put your customers in the driver's seat, how you can use journey maps to understand your customers and ensure it catalyzes the change you need to acheive. She also shares her experience of working with journey maps and how data is critical to see progressive outcomes.
Speed is EmpathyProductSpeaker: Smrithi Parameswar, Product and Business Head for Freshcaller and Freshconnect at FreshworksWe’re wired to expect speed and instant responses in everyday interactions. In this session, we’re going to examine speed in the context of providing empathetic customer experiences and how you can deliver this for your customers Could you get this added to the website please?
Welcome Reception Party