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How social media can drive more responsive customer service

The Incite Customer Service Summit is the USA's best conference on the future of the customer service function.

Returning for a sixth year to New York in November 2016, we will again bring together an unrivaled list of major brand leaders to guide you into the future of customer service. 

  • Fully embed social into your contact center operations for a unified approach, and frictionless customer experiences
  • Scale up and develop the strategy and business case to grow your social support team and meet customer demand
  • Empower your agents with context-rich insight, and deliver bespoke and personalized support - whatever the channel
  • Leverage social listening to understand your customers better than ever
  • Evolve organizational structures and processes to move at the pace of the customer

Our 2015 Expert Speaker Line-up

SpeakerName
Valerie McNamara

American Express

Vice President, World Service Relationship Care

SpeakerName
Stephanie Anderson

Time Warner Cable Business Class

Chief Marketing Officer

SpeakerName
Ciaran Doyle

Intuit

Vice President, Online Care

SpeakerName
Richard Gianvecchio

Symantec

Vice President, Customer Support and Services

SpeakerName
Michelle Benham

Southwest Airlines

Director, Customer Relations

SpeakerName
Dan Moriarty

Hyatt Hotels

Director Digital Strategy and Activation

SpeakerName
Will Bottinick

Citi

SVP, Social Listening & Servicing

SpeakerName
Lisa Oswald

Travelzoo

SVP, Global Customer Service

SpeakerName
Kevin Hack

Hershey

Head of ‎Social Media and Consumer Insights

SpeakerName
Jared Schultheis

Comcast

Executive Director, Digital Media Outreach & Customer Relations

SpeakerName
Jeff Lesser

Twitter

Senior Product Marketing Manager

SpeakerName
Tammy Twedt

Wells Fargo

Assistant Vice President - Social Media

Lithium

“I’ve participated in the Useful Social Media events for two years running and found them to be well run, insightful and very valuable..”

Dave Evans, VP, Social Strategy, Lithium Technologies

Download the detailed event brochure

Complete speaker line-up • Program for all tracks & sessions • Audience breakdown

The USA’s best Customer Service conference just got better:

  • Practical, Real-world case studies from proven brand leaders: We know you're here to learn. So we deliver case studies filled with next steps and 'how tos' from major brands leaders. Last year, that included InterContinental Hotels, Time Warner Cable, AT&T, HP and Virgin America
  • Network with senior marketing executives from huge brands: Attendees who have joined us at the Incite Customer Service Summit include executives from Whole Foods, Verizon, Darden Restaurants, Nestle, Comcast, Google and more. Over 70% of our attendees are guaranteed to work at 'end user' major brands. And over 60% of them are Directors, or more senior.
  • An agenda focused on the future of your discipline: Rooted in six-years of experience, this conference nevertheless constantly looks forward. This year, we'll take social media customer service delivery as a baseline, not a goal. What's next on the horizon?

Join customer service leaders from the biggest brands in the USA

Cocal Cola
GE
MTV
RedBull
Mondelez International
Pfizer
ESPN
Visa
Samsung
Intel
Citi
eBay
Sony
McDonalds
HSBC
Microsoft
Google
Dell

An agenda focused on the future of customer service

Under our theme of scaleable, agile customer service, we'll bring you in depth insights on the critical issues you'll face in the year ahead. Based on months of research with customer service executives from huge companies, our agenda will give you proven insight on topics like:

  • Peer to peer and self-service through social: Boost customer satisfaction and brand reputation, while reducing issue volume and cost
  • Customer Service data analysis: Move from insight to action by translating customer information into high impact deliverables
  • Customer Service within the customer journey: Adopting a cyclical approach to customer-experience
  • Heighten cross-functional collaboration for a unified, efficient and unrivaled customer experience
  • Going global with social support: Use contextual awareness to drive brand reputation and customer loyalty - whatever the channel

Proven: The USA's best customer service conferences

  • 97% of Incite Summit attendees recommend the conferences to their peers
  • Over 2,500customer experience executives have attended Incite events since we began in 2010
  • Previous attendees at Incite events include General Mills, Aflac, Citi, Red Bull, Verizon, Facebook, Google, Pfizer, WalMart, Whole Foods, United Health, Bacardi, 3M, Comcast, DHL and many more

97%

of attendees recommend the Incite Summit to their peers

98%

of Incite Summit attendees say they learned something new & useful which they have applied to their own strategy

200+

the number of senior, brand execs that will join you at Incite Summit

Download the detailed event brochure

Complete speaker line-up • Program for all tracks & sessions • Audience breakdown