Live Chat Software
June 24 - 28, 2019
The Mirage, Las Vegas

June 20: ServiceNow

9:50 am - 10:10 am Expo Hall Opens/Networking Break/Demo Drive

img

Joe Landers

Customer Service Transformation Consultant
ServiceNow

10:20 am - 10:50 am Deliver Amazing Customer and Agent Experiences with ServiceNow

Today’s CRM systems are no longer driving increased customer satisfaction or cost reduction.  Digitally-delivered services and changing customer expectations require new ways to engage customers, connect processes, and fix issues proactively. Join Abhijit Mitra, ServiceNow VP and GM for Customer Service Management, to learn how you can take advantage of modern technology that increases customer and agent satisfaction while differentiating your customer service.

10:50 am - 11:00 am 10 minute transition

11:00 am - 11:30 am Leverage Knowledge Management and Self-Service to Minimize Agent-Assist Cases

Arnfinn Austefjord - Director, Product Strategy, Customer Service Mangement ServiceNow
Delivering great customer service is not just about maximizing customer success, but also about minimizing the customer time and level of effort in achieving that success.  Join this session with Arnfinn Austefjord, Director of Product Strategy, to learn how you can leverage Knowledge Centered Services (KCS), best practices for self-service, and strategies for creating and maintaining a vibrant support community.  Hear how you can minimize agent-assist cases with artificial intelligence (AI) and chatbots, as well as take advantage of meaningful customer-centric metrics to drive success.
img

Arnfinn Austefjord

Director, Product Strategy, Customer Service Mangement
ServiceNow

11:30 am - 11:40 am 10 minute transition

11:40 am - 12:10 pm How Shaw Is Connecting their Organization for Customer Service Excellence

Since its first cable customer in 1971, the Shaw family of companies has grown to become Western Canada’s leading network and content experience company, delivering the highest quality consumer, business and content product offerings. Join this session with Tanya Zurawiecki, Manager for Operational Execution at Shaw Communications, to hear how the company is enabling quick and complete communication between teams and richer interactions with customers. Find out how they addressed top challenges in their customer service business transformation.

12:10 pm - 12:20 pm 10 minute transition

12:20 pm - 12:50 pm Intersection of Customer Service and Customer Success

Dean Robison - SVP, Customer Success ServiceNow
Customers who attain value from your product or service beyond its cost are more likely to stay customers and tell others about you. The customer service team has an important role in putting a customer back on the track of creating value after an issue has caused a detour. Hear Dean Robison, SVP of Customer Success at ServiceNow, share his experiences in leading customer success teams, explain why the customer service team is a valued partner, and answer your questions about helping customers thrive.
img

Dean Robison

SVP, Customer Success
ServiceNow

12:50 pm - 2:00 pm Backyard BBQ Lunch in the Expo Hall

img

Joe Landers

Customer Service Transformation Consultant
ServiceNow

Improving the customer experience continues to be a priority for most organizations and a necessity for digital transformation. Great customer service leaders recognize that success starts from within the company with its strategy, people, processes, and technology. In this panel session led by an industry influencer, hear tales from the trenches on how top leaders create great experiences with the outcomes customers desire, enable the right culture that empowers agents to provide fast and empathetic service, and transform service engagement and delivery with technology.
img

Lori Jarchow

Director, Commercial Digital Solutions
Ecolab

img

Dean Robison

SVP, Customer Success
ServiceNow

img

Tom Brennan

Global Director, Customer Service Transformation
ServiceNow

img

Brian Cantor

Principal Analyst
CCW Digital

2:55 pm - 3:00 pm 5 minute transition

3:00 pm - 3:45 pm Modernizing Customer Service at Ecolab to Meet and Exceed Growing Demand

Lori Jarchow - Director, Commercial Digital Solutions Ecolab
Andrea Pohlman - CSM Strategy and Solution Leader ServiceNow
Ecolab is moving from their current manual customer support model, which lacks omni-channel support, reporting and analytics, automation and governance, to ServiceNow's Customer Service Management suite. This is a pivotal moment in the organization as Ecolab is poised to begin supporting unprecedented volumes. Join Lori Jarchow, Director of Commercial Digital Solutions at Ecolab, and Andrea Pohlman, CSM Strategy and Solution Leader at Aeritae, to learn how a strategic service model will allow Ecolab to scale their lean, high-performing team by capturing tribal knowledge and leveraging automation.
img

Lori Jarchow

Director, Commercial Digital Solutions
Ecolab

img

Andrea Pohlman

CSM Strategy and Solution Leader
ServiceNow

3:45 pm - 3:50 pm 5 O'Clock Somewhere Happy Hour