8:00 am – 9:00 am Event Registration and Refreshments
9:00 am – 9:15 am Welcome to The Zendesk Showcase
Sandie Overtveld, VP Asia Pacific, Zendesk; with Sarah Reed, Senior Director Global Events, Zendesk
9:15 am – 10:15 am Opening Keynote: Break Free
Tom Keiser, COO, Zendesk; Adrian McDermott, President of Products, Zendesk; and Mike Gozzo, Senior Director, Product, Smooch by ZendeskCustomer expectations are changing so rapidly that what is extraordinary today becomes ordinary tomorrow. Join Tom Keiser, Zendesk COO, as he explains how to break free from the old ways of doing things in order to change with your customers. He’ll also welcome some surprise guests along the way. Zendesk President of Products Adrian McDermott will join to unveil Zendesk’s product vision. You’ll see how it will help you keep delivering the experiences your customers want.
10:15 am – 10:30 am The Future of Messaging
Mike Gozzo, Senior Director, Product, Smooch by Zendesk
10:30 am – 11:00 am Networking break & refreshments
11:00 am – 11:30 am The State of CX in Asia
Michael Barnes, VP Research Director, ForresterAs companies undergo Digital Transformation, a lot of initiatives are being driven based on a parameter checklist. These investments are often not helping improve Customer Experience (CX), nor are they driving business growth. In this session, Michael Barnes discusses what really improves CX and some areas which continue to be pain points among customers.
11:30 am – 12:00 pm How to Build your Customer Experience From the Inside Out
Elizabeth Zornes, Chief Customer Officer, Zendesk
12:00 pm – 12:30 pm How to Spot Disruptive Innovation Opportunities
Scott Anthony, Managing Partner, Innosight Asia Pacific
12:30 pm – 1:45 pm Networking break & lunch with book signing by Scott Anthony
1:45 pm – 2:15 pm Track 1: Omnichannel customer engagement: creating the contact centers of the future now
Astha Malik, VP of Planning & Enablement, ZendeskReal-time, conversational experiences are the new paradigm for interactions. To keep your business moving forward, you need to adapt now. Join Zendesk and AWS as they showcase the latest in Customer Engagement, Machine Learning, AI and Natural Language Processing technologies. Hear how companies are innovating with Amazon Connect and Zendesk Omnichannel Solutions to create the ultimate customer experience.
Track 2: How to build a business case for your CX initiative
Malcolm Koh, Customer In-Residence APAC, Zendesk
2:25 – 2:55 pm Track 1: Conversational Commerce – Live Chat & Social Whatsapp Bots
Track 2: Creating the next wave of call center culture
Tiffany Apcynzki, VP of Social Impact and Public Policy, ZendeskCulture is a competitive game-changer for any organization. But do your support agents feel your company’s intended culture? In order to deliver top-notch customer experiences, today’s support agent needs collaboration, empowerment, and opportunities for company-wide engagement. Break free from the call center of yesterday and learn tips and tricks for creating a culture for today, and the future.
3:05 pm – 3:35 pm Platform: Bring on the Sunshine
It’s time to break free from legacy CRM platforms and deliver the experience your customers deserve. Join our platform team to hear how customers and partners are taking advantage of the Sunshine Platform to create new and exciting ways to connect and understand all your customer data.
3:35 pm – 4:00 pm Networking break & refreshments
4:00 pm – 4:20 pm Realigning your company to your customers
Hosted by Elisabeth Zornes, Chief Customer Officer, ZendeskThat customer experience journey you’re on – Zendesk is on it too. Come hear from brands who are on a journey back to having a better understanding of their customers, as well as Zendesk’s own (and first) Chief Customer Officer. They’ll share their experiences to prepare you for potential roadblocks, provide best practices for aligning your organization around the customer, and help you start to think about how you can take what you’ve heard today and put it into practice.
4:20 pm – 4:50 pm Closing keynote
4:50 pm – 5:00 pm Closing remarks
Abhi Deshmukh, Managing Director Singapore; Sandie Overtveld, VP Asia Pacific; and Sarah Reed, Senior Director Global Events
5:00 pm – 6:30 pm Zendesk Happy Hour