Customers are like snowflakes - no two are alike. And there are a lot of them.
While they have different needs, they all want the same thing: to be treated like human beings. Make things easy on them and help them succeed, and you’ll go a long way toward building real and lasting relationships. At Relate Live you’ll discover how leaders of innovative companies are tackling this challenge. Hear thought-provoking keynotes, attend training sessions and breakouts, network with your peers, and gain insights and practical advice that you can apply to your own customer experience challenges.
Join us on October 7th and 8th to learn what it takes to truly Relate.
Speakers Include: The Federal Communications Commission (FCC), The Next Big Sound (a Pandora company), Medidata, Shopify, Mediaocean, Acquia, UncommonGoods, and many more.
Keynotes & Opening Sessions
|The Business of Customer Service||Improving Customer Satisfaction||What Works in Non-Profit Customer Service|
|2:00-2:45PM: Keeping it real with real-time customer service monitoring
Peter Neels, Senior Executive, Zendesk and Samantha Yang, Customer Care Manager, Lumos Labs
Discover how industry leaders are using real-time customer service monitoring to drive improvement and innovation in both their products and their service.
2:00-2:45PM: Shine, happy people
|2:00-2:45PM: What your community can teach you about customer relationships
Mikkel Svane, CEO, and Tiffany Apczynski, Director of Public Affairs, Zendesk
Working with local non-profits can teach you a lot about customer relationships. In this session, we’ll explore how non-profits use efficiency, transparency, and authenticity when faced with a radically different kind of customer–and the need to serve them in radically new ways.
|3:00-3:45PM: The customer success factor
Mike Zinne, VP Customer Success, Zendesk
As your business grows, the demand for a high-touch customer relationship increases. Learn when it’s time to build a Customer Success organization, the types of people you need, and best practices for making it a success.
|3:00-3:45PM: What your customers really think about you
Lori Gauthier, Director of Marketing Research, Zendesk
Learn how to create survey questions that deliver measurable actions and inspire insightful responses.
|3:00-3:45PM: Customers or community?
Grace Ko, Senior Supporter Experience Associate, charity:water, Risa Ward, VP Operations and Customer Service, DonorsChoose.org, and Kristin Kwasnik, Zendesk
Customer expectations have changed over the last 5 years. Instant responses are now the standard. But it’s hard to balance quick response times with a personal touch when you have a huge user base. In this session, the speakers will dive into the value of investing in your community when every dollar counts.
|4:00-4:45PM: How customer service connects to the bottom line
Toby Shannon, VP of Support, Shopify
Discover how Shopify’s support organization adds value to the business by upselling customers–while maintaining good relationships with them.
|4:00-4:45PM: Using data to improve your support organization
Will O’Keefe, VP Customer Services, Acquia
Explore how Acquia uses customer satisfaction data to improve the customer experience, and learn how CSAT data can be used to monitor performance in your own organization.
|4:00-4:45PM: How modern IT service embraces customer relationships
Alexander Milne, IT Technical Director, Wharton School of the University of Pennsylvania and Marcus Jessup, Zendesk
The Wharton School believes that a strong relationship between a school’s students and its IT department is integral for both to succeed. In this session, you'll learn how Wharton creates one-to-one relationships with their students, how they’ve redefined internal IT to help students thrive, and how you can apply their tactics to your own internal IT customer service.
5:00-7:30PM: Relate Launch Party
As day one of Relate Live comes to a close, let's celebrate in style and see how we'll keep the Relate vibe going online even after the conference ends (does it really have to end?).
9:00-10:00AM: How one tweet can ruin your life
Jon Ronson, New York Times bestselling author, journalist, documentary filmmaker, and radio presenter
Bestselling author Jon Ronson discusses his newest book, So You’ve Been Publicly Shamed? In it, he explores the benefits and dangers of social media and how just one tweet or post can drastically affect a person’s professional reputation.
Jon will be available to sign books after his keynote.
|Building Better Relationships||Measuring Effort and Satisfaction||What Works in Retail Customer Service|
|10:30-11:15AM: From the corner to the core: Designing the customer experience
Ryan Donahue, VP Product Design, Zendesk, Tyler Townley, Life360, Bruno Bergher, Expa, Stephen Wake, Method
Customer service can no longer be relegated to the dusty corners of an online or mobile experience. It must be designed at the core of the experience —embedded and customized to the context of what a customer is doing and expects.
|10:30-11:15AM: The customer journey mapping workshop
Peter Neels, Customer Engagement Strategist, Zendesk
If customer loyalty is one of your strategic metrics, you should be thinking about how hard you make your customers work. This 2-hour hands-on workshop will provide you with the tools to evaluate – and then minimize – your customers’ effort.
|10:30-11:15AM: Ramping up for the holidays
Jen Grim, Customer Support Director, UncommonGoods
Discover how UncommonGoods ramps up for the holiday season and provides the personalized experience that brings in 80% of their revenue.
|11:30AM-12:15PM: Intuition backed by intelligence
Britnee Foreman, Client Experience and Account Manager, Next Big Sound
Discover how Next Big Sound –recently acquired by Pandora –uses data to help musicians engage and connect with their audience.
|11:30-12:15AM: The customer journey mapping workshop
Peter Neels, Customer Engagement Strategist, Zendesk
Part 2 of this 90-minute workshop about minimizing your customers’ effort and growing customer loyalty.
|11:30AM-12:15PM: Accessorizing your service with talent
Nina Alexander-Hurst, VP Customer Experience and SWAT, BaubleBar
Learn how BaubleBar creates an engaging and personalized experience for their customers using video chat as one of their main communication channels.
|1:15AM-2:00PM: Embracing change, charting a new course
Caroline Chang, Director of Consumer Marketing, Mapquest
MapQuest is making a comeback in a very unique way. To get back to its core - producing good maps - they have taken a more personalized approach, giving customers more of what they want. This session will take a deeper dive into the benefits of working closely with their consumers to learn more about their wants and needs, and how they used these key learnings, alongside customer service data, to better shape their new products.
|1:15AM-2:00PM: Going from B2B to B2Everyone: Lessons in customer satisfaction
Craig Hillelson, Director of Operations at Intersection
Evolving from a B2B company to a company that also serves consumers and the government invariably involves some growing pains. You learn some valuable lessons along the way. Intersection shares what they’ve learned about maintaining a consistent brand and great customer service while working with all three.
1:15-2:00PM: Best practices for retail eCommerce
Laura Pappas, Head of Retail e-Commerce Marketing, Zendesk
This moderated discussion will include conversations about meeting customer expectations with self-service, having an effective channel mix, and tactics to handle the high-volume of holiday season.
2:15-3:00PM: Predictive Analytics: Machine learning and the next wave of satisfaction management
Adrian McDermott, SVP of Technology and Jason Maynard, Director of Data and Analytics at Zendesk
Predictive analytics and machine learning models are the next steps in managing customer satisfaction. In this talk, you’ll learn how these innovative technologies will help businesses predict customer happiness and improve relationships with their customers.
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Unable to attend in NYC? Dates for Relate Live in San Francisco will be announced shortly.
Zendesk is the leading omni-channel customer engagement software solution. More than 80,000 customers such as Gilt Groupe, Uber, and Disney are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Loved by both service teams and their customers for its beautifully simple interface, Zendesk is easy to try, buy, implement, and use. Learn more at www.zendesk.com.
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