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The 9th Annual Customer Service Summit

October 23, 2019 @ 8:00 am - October 24, 2019 @ 5:00 pm


Innovative Support DrivingThe Ultimate Customer Experience

Seamless Omnichannel Strategy, Personalized Automation, Empowered Agents

Experience is the Future: Customer Success Must be an Organization-Wide Strategy

The customer service department is too often referred to as “just a cost center”. And perhaps in the past we have been more reactive than proactive – but not anymore.

As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. Our responsibilities and internal footprint are changing and, simultaneously with customer expectations, we must evolve.

The challenges are twofold;

Internal Customer-Centric Team Strategy: How can we evolve internal structures, optimize our workforce, and close the feedback loop to meet new customer demands?


External Customer Facing Strategy: How can we thrive in the age of exceptional experiences and develop an innovative 2020 strategy to surpass our competition?

At the 9th Annual Customer Service Summit, our mission is to equip support leaders with the tools and strategies they need to overcome these challenges and deliver the ultimate customer experience. That’s why we’ve gathered together those leading customer support, experience and contact center operations from the world’s most influential brands to set the bar for omnichannel support and ensure we are meeting the needs of customers of the future.

40+ Customer Service & Experience Leaders Take the Stage

The 9th Annual Customer Service Summit brings together the leading minds on the cutting edge of customer support and experience strategy and innovation, with a speaker line-up of customer-centric leaders from the biggest global brands dedicated to delivering the ultimate customer experience. This is Incite’s most impressive speaker line-up to date!

30+ Case Studies and Interactive Discussions to Map the Future of Support

With horizontal tracks and vertical themes, designed in collaboration with our executive advisory board, the agenda is focused on transforming customer service to meet changing customer demands and equip leaders with the tools and strategies to deliver on the opportunity available to customer support leaders today.


October 23, 2019 @ 8:00 am
October 24, 2019 @ 5:00 pm


Marriott Brooklyn Bridge
333 Adams St
Brooklyn, NY 11201 United States
+ Google Map
+1 718-246-7000