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NOVEMBER 16-17, 2017|New York, US

Last Years Hard-Hitting Agenda

The 2017 Incite Customer Service Summit agenda is under construction right now. If you'd like to suggest topics - or speakers - please get in touch with Aaron Jackson


Day One


9.00 – 9.10am

Introduction to the Summit

AT&TJack Edgar Senior Project Director, The Incite Group

9.10 – 10.00am

Delivering an Effortless Experience – Ensure your customer service is smooth, timely and proactive

When it comes to customer service, convenience is now king. Customers don’t always need to be ‘wowed’, but expect you to solve everyday issues quickly and effectively. Hear how top brands are making things easier than ever for their customers, bridging gaps between channels, reacting at the speed they expect, and being preemptive rather than just responsive

AT&TDow JonesVP, Customer Experience Design and Engagement,Nick Varney

MicrosoftMicrosoftHead of Social Media and Community Support,Chris Geddes

ConversocialConversocialCEOJosh March

Frontier CommunicationsFrontier CommunicationsVice President, Employee Experience, Creative Strategies & ClientCAREHilary Hahn

Moderator: Renegade, Drew Neisser, Founder and CEO

10.00 – 10.45am

Achieving seamless service– making chat, social, email and phone work together

Customers expect service on their own terms, whenever and wherever suits them. However, tying together web, chat, call, portal and social is easier said than done. Hear how to break down internal silos and heighten collaboration, thus reducing disconnected channel shift experiences and customer frustration

VisaVisaSenior Director, Customer Care Digital Channel Operations and DevelopmentAishah El-Amin

ComcastComcastExecutive Director, Digital CareJared Schultheis

ClarabridgeClarabridgeVice-President of Product ManagementFabrice Martin

Moderator: Evan Shumeyko, ‎Executive Director, Dialogue Strategy, ‎Ogilvy

10.45 – 11.15am

Coffee Break

11.15 – 12.00pm

Listen, analyze, innovate and respond – Harnessing the voice of the customer to deliver unrivalled experiences

Despite the development of many ‘Voice of the Customer’ programs, there remains a disconnect between what customers are saying, and how companies are responding. Hear how to transform the masses of disparate customer feedback and intelligence into actionable insights. Drive not only process improvement, but personalization in your service provision

ZapposZapposDirector, Customer Service Technology SystemsTodd Martin

HumanaHumanaHead of Digital MarketingDan Gingiss

ComcastSymantec CorporationVice President of Norton Support and ServicesRichard Gianvecchio

Moderator: Renegade, Drew Neisser, Founder and CEO

12.00 - 12.30pm

Safeguarding the Customer Experience Against Social Media Brand Fraud

Fraudulent customer care accounts are a growing issue for brands delivering support on social - especially as social media phishing attacks have already seen a 150% increase in 2016. Hear the latest brand protection strategies from Wells Fargo and learn how to prevent brand damage, revenue losses and legal liabilities on your social care accounts. Moreover, learn how to keep your customers safe from fake support accounts designed to steal sensitive customer information.

ProofpointProofpointVP of Marketing & Global PartnershipsRaymond Kruck

Wells FargoWells FargoAVP, Social Care Servicing ManagerMichael Dyogi

12.30 - 1.45pm

Lunch Break

1.45 – 2.20pm

Case Study: How Twitter plans to become the best place to serve your customers

TwitterTwitterHead of Social Care InitiativeJeff Lesser

Moderator: Evan Shumeyko, ‎Executive Director, Dialogue Strategy, ‎Ogilvy

2.20 – 2.50pm

Case Study: Managing Your Brand in a Live Setting; The Southwest Airlines Way

During an enterprise-wide systems outage, Southwest Airlines received multiple accolades on their use of social media to keep customers informed. In this presentation, Lisa Anderson Goode will highlight what went well, what they learned, and how the brand’s reputation recovered following the event

Southwest AirlinesSouthwest AirlinesSenior Director Social Business Communication & OutreachLisa Anderson Goode

Moderator: Frankie Saucier

2.50 – 3.45pm

Coffee Break

Track 1: Multi-Channel Customer Care Track 2: Social Media Customer Care
3.45 - 4.30pm

Scaling Up: Ensure you are consistently delivering personable yet scalable omni-channel support

As your support team continue to grow, ensure quality and consistency are maintained through defining responsibilities, expectations and workflows. Moreover, scaling your support does not necessarily mean growing your team – hear how to scale your operations through supercharging your agents.

McKessonMcKessonDirector, Customer SupportDawn Bradney

Agent IQAgent IQFounder & CEOCraig Davis

AVG/AvastAvast Global Director, Customer Self-Service and Social Care, Jasdev Dhaliwal

Moderator: Evan Shumeyko, ‎Executive Director, Dialogue Strategy, ‎Ogilvy

Embedding and scaling social support for a unified customer support experience:

Fully embed social into your contact center operations for a unified approach, and frictionless customer experience. Moreover, as your social support team continues to grow, ensure quality and consistency are maintained through defining responsibilities, expectations and workflows

Alaska AirlinesCenturyLinkGeneral ManagerAmy Campbell

Alaska AirlinesAlaska AirlinesHead of Social Customer CareMichael Roy

IntuitIntuitHead of Social and Community Care, Mark Obee

Moderator: Frankie Saucier, Founder and CEO, MorningBrooke

4.30 - 5.00pm

Case Study: Cognitive Digital Experience: Preemptively identifying a customer’s wants, needs, and expectations, quickly and effectively

Going ‘digital’ is simply not enough to provide world-class support against the backdrop of continual change and disruption. As such, it is important you integrate technology, client engagement, and new ways of working, in order to move toward a digital experience with cognitive intelligence

IBMIBMVice President Client SuccessAl Martin

Case Study: How messaging apps revolutionized Rogers’ social support

The past year has seen messaging apps explode onto the social customer service scene. Hear how Rogers Communications got ahead of the curve - deploying support over Facebook Messenger at the earliest opportunity, and in doing so, have driven down response times and increased customer satisfaction.

Rogers CommunicationsRogers CommunicationsHead of Community Forum's and Social Media SupportMargaret Tsuji

FidoFidoHead of Social Media Support and CommunityCaroline Lalonde

Moderator: Renegade, Drew Neisser, Founder and CEO

5.00 - 5.30pm

Expanding Support Channels – How Huawei USA manages multi-channel support to accommodate changing customer preferences

From traditional channels like email and voice, to more current channels such as webchat and social media, Huawei has continued to expand its communication capabilities that allow its customers to interact in a manner most convenient to them. This presentation will provide a case study of Huawei’s journey over the last 3 years and how they have used an outsourcing partnership to help advance their journey.

KnoahKnoah Senior Vice President - Sales & Business Development David Lewy

Managing, measuring and integrating chatbot interactions with consumers

As brands continue to shift customer communications towards messaging apps and social media, solving the scale and systems integration needs will increasingly become the difference between mediocre and remarkable customer experiences. Join this session and learn how companies are blending bots and people to deliver real-time customer service, concierge services, and virtual sales assistance.

Rogers CommunicationsLiveworldVP, Software Products, Frank Chevallier

Moderator: Renegade, Drew Neisser, Founder and CEO

5.30 - 7.00pm

Networking Drinks

Day Two


9.30 - 10.30am

Shift from Reactive to Proactive: Reduce call volumes whilst increasing customer retention through pre-emptive service

Develop the strategy and capabilities that will put you on the front foot. Hear how to use data-forecasting and predicative analytics in order to prepare for, and prevent, periods of issue escalation, whilst solving customer problems before they become complaints

Southwest AirlinesSouthwest AirlinesDirector, Cargo Customer ServiceMark Grigg

SykesSykes EnterprisesDirector, Global Product Management, Digital SolutionsSarah Grace McCandless

DellDellHead of Social Media OutreachAmy Bivin

Moderator: Evan Shumeyko, ‎Executive Director, Dialogue Strategy, ‎Ogilvy

10.30 - 11.15am

Customer Service within the Customer Journey – Adopting a cyclical approach to customer experience

The line between traditional customer service and marketing activities are increasingly blurred as companies look to generate a more seamless, end-to-end approach to customer experience. Break down departmental silos to encourage collaboration across marketing, PR and communications. Moreover, move your support operations beyond "need", in order to re-engage and re-monetize the customer at the support stage

eBayeBaySocial Care Team LeaderDallen McKee

VerizonVerizon FiosHead of Digital Customer Engagement StrategySasha Lucas

Moderator: Renegade, Drew Neisser, Founder and CEO

11.15 - 11.45am

Coffee Break

11.45 - 12.15pm

Case Study: How HP are Getting Ready for the Future of Customer Service

To adapt to a rapidly changing environment, HP has reinvented its customer support provision. By being socially engaged, proactive, mobile-ready, and by boosting self-service, they are getting their customers the answers they need, quickly and with the lowest effort possible. Hear how they have created one of the largest, most active social care operations in the consumer technology industry today, and consistently deliver their promise to deliver great experiences at scale.

ComcastHPGlobal Director, Social Customer CareKriti Kapoor

Moderator: Inez Johnson, Vice-President Marketing, Brand Learning

12.15 – 1.00pm

Supercharge your support team – How to recruit, train, motivate and retain your best agents

Support agents are the most important resource in driving customer satisfaction. Hear how these leading brands structure their recruitment/training processes to attract the right talent, generate brand enthusiasts, and ignite their best agents, thus reducing fatigue and turnover.

CelgeneCelgeneDirector, Customer CareCathy Marino

TelusTelusGlobal Vice-President, Business DevelopmentKevin Bottoms

Delta Air LinesDelta Air LinesManager of Customer Experience Strategy and SolutionsGeorge Edwards

Moderator: Evan Shumeyko, ‎Executive Director, Dialogue Strategy, ‎Ogilvy

1.00 – 2.15pm

Lunch

Track 1: Multi-Channel Customer Care Track 2: Social Media Customer Care
2.15 – 2.50pm

CASE STUDY - Second Call Elimination: Maximizing Customer Engagement Opportunities to Deliver Exceptional Service

As a critical listening post for your business, the contact center represents an opportunity to correct perceived wrongs, but continues to be viewed as a cost center, rather than an opportunity to engage with customers.

Learn how a service industry peer is driving to create a true engagement center, through all stages of their lifecycle, and optimized to eliminate calls, rather than just process them.

McKessonSymantec CorporationVice President of Norton Support and ServicesRichard Gianvecchio

CASE STUDY - Exceeding Expectations: How Delivering Unrivaled Customer Experiences Offline Can Be Your Best Online Strategy

It’s more important than ever for companies to ensure that their online and offline experiences are integrated. Whilst social media provides the opportunity for failures to be quickly publicized, consumers are also willing to share experiences that exceed their expectations. In this session, Dan Gingiss reviews multiple real-world examples to demonstrate the opportunity brands have to surprise their customers more often (…as well as how to manage social complaints when expectations are missed.)

HumanaHumanaHead of Digital MarketingDan Gingiss

Moderator: Inez Johnson, Vice-President Marketing, Brand Learning

2.50pm - 3.35pm

Integrated and Agile Support: Identifying and meeting customer expectations, quickly and effectively

Evolve organizational structures and processes so you can move at the pace of your customer, and support them in the channel of their choice. Moreover, define your prioritization and escalation strategy to ensure the right agent is delivering personalized support, in real-time.

McKessonMcKessonDirector, Customer SupportDawn Bradney

NetflixThe New York Jets Senior Manager, Client Relations, Nadege Pluviose

NetflixThe Hershey CompanyHead of Global Consumer RelationsJacquelyn Wise

Moderator: Evan Shumeyko, ‎Executive Director, Dialogue Strategy, ‎Ogilvy

Track Success | Find Value – Proving the impact of your social efforts with solid KPI’s, metrics and benchmarks

Proving the value of your social care operations is still a struggle for many companies. Ensure that you are defining key metrics to measure satisfaction, retention, response, effort, handling time, quality and cost. Moreover, hear how to measure the impact of social in line with your traditional metrics, including deflection rate and call volume, for a holistic assessment of your service operations.

IntuitIntuitHead of Social and Community Care, Mark Obee

Whole FoodsJack Thread'sCustomer Care ManagerDavid Tull

Whole FoodsAvast Global Director, Customer Self-Service and Social Care, Jasdev Dhaliwal

Moderator: Frankie Saucier, Founder and CEO, MorningBrooke

3.35 - 4.00pm

Case Study: How to Respond to the Evolving Needs of the Mobile Customer

Whole FoodsJack Thread'sCustomer Care ManagerDavid Tull

4.00pm

END OF CONFERENCE

Day One


9.00 – 9.10am

Introduction to the Summit

AT&TJack Edgar Senior Project Director, The Incite Group

9.10 – 10.00am

Delivering an Effortless Experience – Ensure your customer service is smooth, timely and proactive

When it comes to customer service, convenience is now king. Customers don’t always need to be ‘wowed’, but expect you to solve everyday issues quickly and effectively. Hear how top brands are making things easier than ever for their customers, bridging gaps between channels, reacting at the speed they expect, and being preemptive rather than just responsive

AT&TDow JonesVP, Customer Experience Design and Engagement,Nick Varney

MicrosoftMicrosoftHead of Social Media and Community Support,Chris Geddes

ConversocialConversocialCEOJosh March

Frontier CommunicationsFrontier CommunicationsVice President, Employee Experience, Creative Strategies & ClientCAREHilary Hahn

Moderator: Renegade, Drew Neisser, Founder and CEO

10.00 – 10.45am

Achieving seamless service– making chat, social, email and phone work together

Customers expect service on their own terms, whenever and wherever suits them. However, tying together web, chat, call, portal and social is easier said than done. Hear how to break down internal silos and heighten collaboration, thus reducing disconnected channel shift experiences and customer frustration

VisaVisaSenior Director, Customer Care Digital Channel Operations and DevelopmentAishah El-Amin

ComcastComcastExecutive Director, Digital CareJared Schultheis

ClarabridgeClarabridgeVice-President of Product ManagementFabrice Martin

Moderator: Evan Shumeyko, ‎Executive Director, Dialogue Strategy, ‎Ogilvy

10.45 – 11.15am

Coffee Break

11.15 – 12.00pm

Listen, analyze, innovate and respond – Harnessing the voice of the customer to deliver unrivalled experiences

Despite the development of many ‘Voice of the Customer’ programs, there remains a disconnect between what customers are saying, and how companies are responding. Hear how to transform the masses of disparate customer feedback and intelligence into actionable insights. Drive not only process improvement, but personalization in your service provision

ZapposZapposDirector, Customer Service Technology SystemsTodd Martin

HumanaHumanaHead of Digital MarketingDan Gingiss

ComcastSymantec CorporationVice President of Norton Support and ServicesRichard Gianvecchio

Moderator: Renegade, Drew Neisser, Founder and CEO

12.00 - 12.30pm

Safeguarding the Customer Experience Against Social Media Brand Fraud

Fraudulent customer care accounts are a growing issue for brands delivering support on social - especially as social media phishing attacks have already seen a 150% increase in 2016. Hear the latest brand protection strategies from Wells Fargo and learn how to prevent brand damage, revenue losses and legal liabilities on your social care accounts. Moreover, learn how to keep your customers safe from fake support accounts designed to steal sensitive customer information.

ProofpointProofpointVP of Marketing & Global PartnershipsRaymond Kruck

Wells FargoWells FargoAVP, Social Care Servicing ManagerMichael Dyogi

12.30 - 1.45pm

Lunch Break

1.45 – 2.20pm

Case Study: How Twitter plans to become the best place to serve your customers

TwitterTwitterHead of Social Care InitiativeJeff Lesser

Moderator: Evan Shumeyko, ‎Executive Director, Dialogue Strategy, ‎Ogilvy

2.20 – 2.50pm

Case Study: Managing Your Brand in a Live Setting; The Southwest Airlines Way

During an enterprise-wide systems outage, Southwest Airlines received multiple accolades on their use of social media to keep customers informed. In this presentation, Lisa Anderson Goode will highlight what went well, what they learned, and how the brand’s reputation recovered following the event

Southwest AirlinesSouthwest AirlinesSenior Director Social Business Communication & OutreachLisa Anderson Goode

Moderator: Frankie Saucier

2.50 – 3.45pm

Coffee Break

Track 1: Multi-Channel Customer Care Track 2: Social Media Customer Care
3.45 - 4.30pm

Scaling Up: Ensure you are consistently delivering personable yet scalable omni-channel support

As your support team continue to grow, ensure quality and consistency are maintained through defining responsibilities, expectations and workflows. Moreover, scaling your support does not necessarily mean growing your team – hear how to scale your operations through supercharging your agents.

McKessonMcKessonDirector, Customer SupportDawn Bradney

Agent IQAgent IQFounder & CEOCraig Davis

AVG/AvastAvast Global Director, Customer Self-Service and Social Care, Jasdev Dhaliwal

Moderator: Evan Shumeyko, ‎Executive Director, Dialogue Strategy, ‎Ogilvy

Embedding and scaling social support for a unified customer support experience:

Fully embed social into your contact center operations for a unified approach, and frictionless customer experience. Moreover, as your social support team continues to grow, ensure quality and consistency are maintained through defining responsibilities, expectations and workflows

Alaska AirlinesCenturyLinkGeneral ManagerAmy Campbell

Alaska AirlinesAlaska AirlinesHead of Social Customer CareMichael Roy

IntuitIntuitHead of Social and Community Care, Mark Obee

Moderator: Frankie Saucier, Founder and CEO, MorningBrooke

4.30 - 5.00pm

Case Study: Cognitive Digital Experience: Preemptively identifying a customer’s wants, needs, and expectations, quickly and effectively

Going ‘digital’ is simply not enough to provide world-class support against the backdrop of continual change and disruption. As such, it is important you integrate technology, client engagement, and new ways of working, in order to move toward a digital experience with cognitive intelligence

IBMIBMVice President Client SuccessAl Martin

Case Study: How messaging apps revolutionized Rogers’ social support

The past year has seen messaging apps explode onto the social customer service scene. Hear how Rogers Communications got ahead of the curve - deploying support over Facebook Messenger at the earliest opportunity, and in doing so, have driven down response times and increased customer satisfaction.

Rogers CommunicationsRogers CommunicationsHead of Community Forum's and Social Media SupportMargaret Tsuji

FidoFidoHead of Social Media Support and CommunityCaroline Lalonde

Moderator: Renegade, Drew Neisser, Founder and CEO

5.00 - 5.30pm

Expanding Support Channels – How Huawei USA manages multi-channel support to accommodate changing customer preferences

From traditional channels like email and voice, to more current channels such as webchat and social media, Huawei has continued to expand its communication capabilities that allow its customers to interact in a manner most convenient to them. This presentation will provide a case study of Huawei’s journey over the last 3 years and how they have used an outsourcing partnership to help advance their journey.

KnoahKnoah Senior Vice President - Sales & Business Development David Lewy

Managing, measuring and integrating chatbot interactions with consumers

As brands continue to shift customer communications towards messaging apps and social media, solving the scale and systems integration needs will increasingly become the difference between mediocre and remarkable customer experiences. Join this session and learn how companies are blending bots and people to deliver real-time customer service, concierge services, and virtual sales assistance.

Rogers CommunicationsLiveworldVP, Software Products, Frank Chevallier

Moderator: Renegade, Drew Neisser, Founder and CEO

5.30 - 7.00pm

Networking Drinks

Download your event brochure

Full speaker list • Full conference agenda • Audience breakdown

Day Two


9.30 - 10.30am

Shift from Reactive to Proactive: Reduce call volumes whilst increasing customer retention through pre-emptive service

Develop the strategy and capabilities that will put you on the front foot. Hear how to use data-forecasting and predicative analytics in order to prepare for, and prevent, periods of issue escalation, whilst solving customer problems before they become complaints

Southwest AirlinesSouthwest AirlinesDirector, Cargo Customer ServiceMark Grigg

SykesSykes EnterprisesDirector, Global Product Management, Digital SolutionsSarah Grace McCandless

DellDellHead of Social Media OutreachAmy Bivin

Moderator: Evan Shumeyko, ‎Executive Director, Dialogue Strategy, ‎Ogilvy

10.30 - 11.15am

Customer Service within the Customer Journey – Adopting a cyclical approach to customer experience

The line between traditional customer service and marketing activities are increasingly blurred as companies look to generate a more seamless, end-to-end approach to customer experience. Break down departmental silos to encourage collaboration across marketing, PR and communications. Moreover, move your support operations beyond "need", in order to re-engage and re-monetize the customer at the support stage

eBayeBaySocial Care Team LeaderDallen McKee

VerizonVerizon FiosHead of Digital Customer Engagement StrategySasha Lucas

Moderator: Renegade, Drew Neisser, Founder and CEO

11.15 - 11.45am

Coffee Break

11.45 - 12.15pm

Case Study: How HP are Getting Ready for the Future of Customer Service

To adapt to a rapidly changing environment, HP has reinvented its customer support provision. By being socially engaged, proactive, mobile-ready, and by boosting self-service, they are getting their customers the answers they need, quickly and with the lowest effort possible. Hear how they have created one of the largest, most active social care operations in the consumer technology industry today, and consistently deliver their promise to deliver great experiences at scale.

ComcastHPGlobal Director, Social Customer CareKriti Kapoor

Moderator: Inez Johnson, Vice-President Marketing, Brand Learning

12.15 – 1.00pm

Supercharge your support team – How to recruit, train, motivate and retain your best agents

Support agents are the most important resource in driving customer satisfaction. Hear how these leading brands structure their recruitment/training processes to attract the right talent, generate brand enthusiasts, and ignite their best agents, thus reducing fatigue and turnover.

CelgeneCelgeneDirector, Customer CareCathy Marino

TelusTelusGlobal Vice-President, Business DevelopmentKevin Bottoms

Delta Air LinesDelta Air LinesManager of Customer Experience Strategy and SolutionsGeorge Edwards

Moderator: Evan Shumeyko, ‎Executive Director, Dialogue Strategy, ‎Ogilvy

1.00 – 2.15pm

Lunch

Track 1: Multi-Channel Customer Care Track 2: Social Media Customer Care
2.15 – 2.50pm

CASE STUDY - Second Call Elimination: Maximizing Customer Engagement Opportunities to Deliver Exceptional Service

As a critical listening post for your business, the contact center represents an opportunity to correct perceived wrongs, but continues to be viewed as a cost center, rather than an opportunity to engage with customers.

Learn how a service industry peer is driving to create a true engagement center, through all stages of their lifecycle, and optimized to eliminate calls, rather than just process them.

McKessonSymantec CorporationVice President of Norton Support and ServicesRichard Gianvecchio

CASE STUDY - Exceeding Expectations: How Delivering Unrivaled Customer Experiences Offline Can Be Your Best Online Strategy

It’s more important than ever for companies to ensure that their online and offline experiences are integrated. Whilst social media provides the opportunity for failures to be quickly publicized, consumers are also willing to share experiences that exceed their expectations. In this session, Dan Gingiss reviews multiple real-world examples to demonstrate the opportunity brands have to surprise their customers more often (…as well as how to manage social complaints when expectations are missed.)

HumanaHumanaHead of Digital MarketingDan Gingiss

Moderator: Inez Johnson, Vice-President Marketing, Brand Learning

2.50pm - 3.35pm

Integrated and Agile Support: Identifying and meeting customer expectations, quickly and effectively

Evolve organizational structures and processes so you can move at the pace of your customer, and support them in the channel of their choice. Moreover, define your prioritization and escalation strategy to ensure the right agent is delivering personalized support, in real-time.

McKessonMcKessonDirector, Customer SupportDawn Bradney

NetflixThe New York Jets Senior Manager, Client Relations, Nadege Pluviose

NetflixThe Hershey CompanyHead of Global Consumer RelationsJacquelyn Wise

Moderator: Evan Shumeyko, ‎Executive Director, Dialogue Strategy, ‎Ogilvy

Track Success | Find Value – Proving the impact of your social efforts with solid KPI’s, metrics and benchmarks

Proving the value of your social care operations is still a struggle for many companies. Ensure that you are defining key metrics to measure satisfaction, retention, response, effort, handling time, quality and cost. Moreover, hear how to measure the impact of social in line with your traditional metrics, including deflection rate and call volume, for a holistic assessment of your service operations.

IntuitIntuitHead of Social and Community Care, Mark Obee

Whole FoodsJack Thread'sCustomer Care ManagerDavid Tull

Whole FoodsAvast Global Director, Customer Self-Service and Social Care, Jasdev Dhaliwal

Moderator: Frankie Saucier, Founder and CEO, MorningBrooke

3.35 - 4.00pm

Case Study: How to Respond to the Evolving Needs of the Mobile Customer

Whole FoodsJack Thread'sCustomer Care ManagerDavid Tull

4.00pm

END OF CONFERENCE

Aaron Jackson

Aaron Jackson

Project Director
Incite Group

US: 1 800 814 3459 ex.7244

UK: +44 (0) 207 375 7244

Email: aaron@incite-group.com

Download the detailed event brochure

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