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The Incite Customer Service Summit - New York

Social customer service at scale, social listening, integrating social into call center operations

The Incite Customer Service Summit - New York

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


Stephanie Anderson

Chief Marketing Officer, Time Warner Cable Business Class

Ciaran Doyle

Vice President, Online Care, Intuit

Richard Gianvecchio

Vice President, Customer Support and Services, Symantec

Michelle Benham

Director, Customer Relations, Southwest Airlines

Dan Moriarty

Director Digital Strategy and Activation ,Hyatt Hotels

Will Bottinick

SVP, Social Listening & Servicing, Citi

Lisa Oswald

SVP, Global Customer Service , Travelzoo

Kevin Hack

Head of ‎Social Media and Consumer Insights, Hershey

Jared Schultheis

Executive Director, Digital Media Outreach & Customer Relations, Comcast

Jeff Lesser

Senior Product Marketing Manager, Twitter

Tammy Twedt

Assistant Vice President - Social Media ,Wells Fargo

Nabil Pike

Lead Program Manager,Consumer Support Experience , Microsoft

Giovanni Tavani

Head of Global Social Media Support, Dell

Josh March

CEO, Conversocial

Simon Cowart

Global Social Media Strategy, Coca Cola

Donna Peoples

Chief Customer Officer (former), AIG

Kristy Myrick

Director, Guest Assistance and Customer Care , Hilton Worldwide

Nadia Lee

Social Engagement Program Manager ,Google

David Tull

Customer Engagement Manager,JackThreads

McKelle Holyoak

Social Media Manager , Google

Sarah Brownback

Social & Digital Care, Sprint

John Knight

Social Customer Service Operations ,Verizon Wireless

Rajiv Tibrewala

Director of Customer Service and Support,Safeway

Carissa La Pura

Social Media Delivery Deployment Lead ,Microsoft

Glenn Gilmore

Summit Moderator, Forbes Top 20 Social Media Power Influencer

Agenda topics include:

  • Achieve seamless, personalized service across all channels 
  • Securing brand affinity through bespoke, and unforgettable customer service 
  • The Voice of the Customer: Plug into customer feedback and behaviours to listen, analyze, innovate and respond
  • Protecting The Customer Experience On Social 
  • Infusing social customer care across your organization 
  • Maximize Satisfaction and Efficiency through Predictive, Pro-active and Self-Serving Customer Support 
  • Generating a customer-first culture for happier more loyal customers. 


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