Wednesday, September 11th, 2019


Hosted by:


The Zendesk Showcase lands in Singapore on September 11 to bring customer experience leaders together. In one day, we’ll share great conversations, the freshest Zendesk product updates, and stories from innovative brands who make the most of Zendesk. Most importantly, you’ll connect with people who care about customer experience as much as you do.

You will also get a chance to mingle with industry peers and have the chance to exchange and share thoughts on your CX opportunities and challenges.

Why Attend?

Gain access to best practices in customer experience, and Zendesk’s latest product and feature releases. Attend Showcase for practical advice on trends in our industry, plus product-focused sessions, and in-person access to Zendesk experts.

Who Should Attend?

Common titles are CTO, CIO, Head of Customer Experience, Customer Service Director, Marketing Director, Customer Service Manager, and of course many more. You might be a Zendesk customer or an industry professional – all are welcome and will find relevant content.

To register your intrest in attending the function, please complete the form below or email the guest coordinator, Mica ( Attendance is of course complementry for those invitied.

Are you a Zendesk customer?


Adrian McDermott 
President of Products

Astha Malik
VP, Planning and GTM Enablement

Malcolm Koh
Customer Experience Strategist

Michael Barnes
VP Research Director

Mike Gozzo
Senior Director, Product

Sandie Overtveld 
VP Asia Pacific

Sarah Reed
Senior Director, Events

Tiffany Apczynski
VP of Public Policy and Social Impact

Elisabeth Zornes
Chief Customer Officer

Tom Keiser
Chief Operating Officer

Elena Gomez
Chief Financial Officer


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


Raffles Hotel
1 Beach Rd, Singapore 189673


Last Year’s Attendees Included:

  • Customer Experience Leader, Asia at 3M
  • Head of Political Risk & Structured Credit, Asia Pacific at AIG
  • Senior Operations Manager at Antler
  • Director, IT Business Relationship Management, for EMEA and Asia Pacific at Archer Daniels Midland Company
  • IT Director at Asurion
  • Senior Director – APAC Technology at Asurion Singapore Pte Ltd
  • Director, Technical Support, Asia Pacific at Autodesk Inc.
  • CIO at BNPP Cardif
  • Vice President Group Business at Capital Land
  • Managing Director / Coubtey Manager at Cargill
  • CEO at carlsonwagonlit
  • CFO Southeast Asia Pacific at Carrier Singapore
  • Sr. Client Service Manager- APAC at CenturyLink Business
  • AVP at Certis CISCO
  • VP Digital APAC at Chubb
  • Vice President – Customer Experience – Global Program Management at Citibank Singapore
  • Chief Technology Officer at City Developments Limited
  • SVP of Digital , APMEA at Clarks
  • Director, Asia Operations at Colliers International | Asia
  • SVP at DBS
  • Managing Director, Financial Institutions Group at DBS Asia Pacific
  • Director and Head of Marketing, Asia Pacific & Japan, Dell EMC Global OEM & IoT Solutions Group at Dell EMC
  • Performance Director (Digital) at Dentsu Aegis Network
  • VP, Change Execution Manager, User Experience (UX), Client Analytics and Digitalization at Deutsche Bank
  • Sales Director at Dimension Data
  • Director, Transition Transformation & Project Management, Consulting-PMO HEAD at Dimension Data
  • Solutions Director Customer Experience at Dimension Data Asia Pacific Limited
  • CEO at DPEX Worldwide Express
  • Client Director at Duke Corporate Education
  • Senior Manager CEO Office at Dyson
  • Head of Operations at Eatigo Singapore
  • Head of Finance/ Regional CFO at Ebay
  • Marketing Director at Epsilon
  • Head – Service Management Center at Epsilon Telecommunications
  • Director, Services at Epsilon Telecommunications
  • Senior Vice President, Corporate Marketing & Training at ERA Singapore
  • Director, IT PMO & Enterprise Transformation at Essilor
  • Partner, Advisory Services & Customer Experience Leader at EY
  • Managing Director / Partner at EY Corporate Finance Pte Ltd
  • Executive Chairman at Food Empire
  • Senior Vice President at General Electric
  • Regional Aftersales Marketing Manager at General Motors International
  • Director, Graphics Solution Business, Asia Pacific Japan at HP
  • Managing Director, MBA Programme at INSEAD Business School
  • Customer Experience Manager at Jaguar Land Rover
  • Customer Service Director at Jaguar Land Rover
  • APAC Head of Total Brand Experience for Self Care/OTC at Johnson & Johnson
  • Chief Total Brand Experience Officer at Johnson & Johnson
  • Head of Digital & Innovation – Beauty, Asia Pacific at Johnson & Johnson

This Year’s Attendees Include:

  • CTO at Funding Societies
  • Vice President SME at Senoko Energy
  • Deputy General Manager at Habib Bank Ltd
  • Head of Innovation and Data Analytics – Asia Consulting Team at Mercer
  • Vice President – Digital Transformation at OCBC
  • SVP Retail Risk Regulatory Reporting Global Lead and Data Strategy Expert at Citi
  • Managing Director – Management Consulting at Accenture
  • Divisional Manager at Yale NUS
  • Marketing and Communications Manager at BusyBees Asia
  • CIO at Guocoland
  • COO at ANZ
  • Director at MessageBird


Online registration will close Tuesday, September 10, 2019, at 5:00pm PST.

Interested in sponsoring? Email our team for more info at

The Showcase in Singapore will take place on September 11th, with a pre-event Zendesk Training and Certification day on September 10th. We will be at the Raffles Hotel located at 1 Beach Rd, Singapore 189673.

We will be providing breakfast, lunch, snacks, and small bites at reception.

EniaSingapore Zendesk Showcase