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9-10 November, 2016|Marriott Brooklyn Bridge|New York, US

USA’s best, brand-focused customer service conference

Returning for a sixth year to New York in November 2016, The Customer Service Summit will again bring together an unrivaled list of major brand leaders to guide you into the future of customer care and social media customer service

  • Be Integrated: Deliver unified and frictionless customer experiences through fully embedding social, web, chat and portal into your contact center operations
  • Be Proactive: Make it easy for your customer - boost satisfaction whilst reducing call volume, through predictive and pre-emptive service
  • Be Personalized: Equip your team with the context and customer profiles required to deliver bespoke and unforgettable service
  • Be Customer-Centric: Plug into customer feedback and behaviors to look through the lens of your customer. Understand them, delight them, and retain them
  • Be Scalable: Develop the business case to grow your support team, as well as the strategy to maintain consistency in the quality of your care

Our 2016 Expert Speaker Line-up

Richard Gianvecchio
Richard Gianvecchio

Symantec Corporation

Vice President of Norton Support and Services

Victor Sachs


Head of Global Customer Care

Todd Martin


Director, Customer Service Technology Systems

Sasha Lucas
Sasha Lucas

Verizon Fios

Head of Digital Customer Engagement Strategy

Valary Dornfeld
Valary Dornfeld


Executive Director, Customer Experience and Service

Lisa Anderson

Southwest Airlines

Senior Director, Social Support

Michael Roy
Michael Roy

Alaska Airlines

Head of Social Customer Care

Jared Schultheis


Executive Director, Digital Care

Aishah El-Amin
Aishah El-Amin


Senior Director, Customer Care Digital Channel Operations and Development

Nick Varney
Nick Varney

Dow Jones

VP, Customer Experience Design and Engagement

Yifei Li

GE Oil & Gas

Customer Care Director

acquelyn Wise
Jacquelyn Wise

The Hershey Company

Head of Global Consumer Relations Team


“Great line-up of different industries, great topics, great discussion”

John Knight, Head of Social Customer Service, Verizon

Download the detailed event brochure

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

Companies that have recently confirmed their attendance include:

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  • Google
  • CapitalOne
  • Audi
  • Dow Jones
  • Michelin
  • Minor Hotels
  • Chrysler

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 customer service 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
Mondelez International

“Great inspiration, great education, and good for validation that we are working toward the same goals”

Lisa Oswald, VP, Customer Service, Travelzoo

Join customer service and social media customer service leaders from the biggest brands in the USA


Download the detailed event brochure

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

Our Formula for Success – It’s Simple…

  • Provide the most comprehensive and in-depth agenda delivered by expert corporate speakers.
  • Year-round research with corporate executives to discover the topics critical to customer service success.
  • Recruit only corporate speakers from big brands, the people like you that work with customer service on a day to day basis.
  • High-level, business focused discussion, resulting in you learning best practices.

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
Yum Brands

“The summit is highly worthwhile and an excellent way to gain actionable insight”

Amy Sherwood, Vice-President, Public Relations, Yum! Brands

Download the detailed event brochure

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

Proven: The USA's best customer service conference

  • 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


of attendees recommend the Incite Summit to their peers


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


the number of senior, brand execs that will join you at The Customer Service Summit

3 Reasons You Have to Attend #INCITECS 2016:


Critical Insight from VP’s and Directors of Customer Service: In knowing where customer service is headed, VP-level execs from the world’s most biggest brands will share the decisions that will shape your role and future strategy. Get this invaluable insight to ensure you stay ahead


A Cutting-Edge Agenda Across 2 In-Depth Tracks: Gain actionable insight on 2016’s biggest challenges and opportunities, as decided by you and your peers. Whether your focus is Social Media Customer Service, or broader multichannel care… our tracked approach will tailor both days to your specific needs


Learn from and Benchmark against 250+ Corporate Peers: We know that the best person to give you advice is someone that has direct, ‘tried-and-trusted’ experience. #INCITECS features corporate speakers, with a total focus on corporate priorities and learning. Get over 16 hours of best practice and future strategy planning with the world’s leading brands

This will be the most beneficial two days out of the office all year... Reserve your place now to SAVE $0 - don't miss out!

Jack Edgar

Jack Edgar

Project Director
Incite Group

Phone: +44 (0) 207 375 7226


Download the detailed event brochure

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