An Effortless Customer Experience - Stockholm
Tuesday, 16 February 2016 from 08:30 to 11:00 (CET)
You're invited to our join us along with your customer service peers over breakfast. We'll discuss how leading brands are using the latest best practices to achieve awesome customer service. There'll be insightful presentations, networking and most importantly coffee and croissants.
8:30 - 8:50 Registration and networking over breakfast
8:50- 9:00 Introduction & welcome
9:00 - 09:30 Focussing on Customer Experience & Better Conversations
Julie Fosselius, Solutions Consultant, Zendesk
- Building better online destinations for 24/7 seamless support
- Building self-service communities
- Customer data for more meaningful conversations
- Being proactive and harnessing technology tools
- Handling complaints
09:30-10:00 The Loyalty Recipe
Johan Wallquist, Chief Customer Officer, The Service Corporation
Uber and Spotify changed industries. The business landscape is being rebuilt, and along with that comes different challenges and opportunities. We'll discuss the impacts and how to maneuver in this upgraded world.
- Understand the new business models
- Realize what proactive service, as in good service, does for the customer experience (CX) and loyal customers
- Learn about service building blocks (in-app-support)
10:00 - 10:15 Break
10:15 - 10:45 Happy Socks Case Study: A real-life example of best practice in action
Ignacio Varas, Happy Socks
This case study will cover how Happy Socks are focusing is on delivering an effortless experience at every touchpoint and discuss the technologies and key strategies their team leverage. He will show you how it worked out for Happy Socks and how their small but agile team are delivering global multi-lingual support to their customers.
10:45 - 11:00 Wrap-up & discussion
Zendesk builds software for better customer relationships. It empowers organisations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia and South America. Learn more at www.zendesk.com.
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