During the last ten years, I have attended many Customer Experience (CX) events around the globe. In the early part of that decade, I would always leave conferences with at least one ‘nugget’ of inspiration. As the decade moved on, the search for ‘gold’ has become tougher and tougher. I am therefore very excited to be able to share the news that Incite Group’s Customer Service & Experience Summit Europe (18-19 Sept) comes to London for the first time. For the last 8 years, their annual event in the US has received rave reviews from practitioners – it is now coming to Europe!  Already listed as the top pan-European customer service conference to attend in 2018, the summit will take place on 18th and 19th September at the Grange Tower Bridge Hotel.

The Customer Service Summit is a two-day event bringing over 150 senior customer experience, customer service and social customer care leaders together to discuss strategies for delivering effortless, efficient, and engaging customer experiences in an age of everchanging customer expectations. The event was the first of its kind in the US and is now the only event across Europe focusing specifically on the perspective of in-house customer care executives at major brands.

So, after 8 years of successful meetings in the US, why are they bringing the event to London and does Europe really need a customer service event?

Luckily, it’s not just another generic sales/marketing event – It’s a meeting of customer service, customer experience and social customer care professionals focused on how their role is changing and how they can build new strategies to deliver an unforgettable experience.

With a speaker-line-up of the leading brands, renowned for their commitment to the customer, including; Levi’s, Barclays, KLM, Orange Group, Airbnb, Danske Bank, Microsoft, Volkswagen, HP and many more, attendees can expect to leave the summit with advice, tools and key strategies to take their customer success to a new level.

“The boundless rise of technology and on-demand services has changed the way we interact with one another, and in-turn, changed what consumers have come to expect of customer experience and customer service. Basic support resolution is not enough. It’s vital your support strategy is effortless, efficient, and empowering to your customers,” explains event organiser, Jasmine Kees, Senior Project Director at Incite Group. “Customers vary across regions, but we are all aiming to deliver an unforgettable experience and that’s why we’re bringing together leaders from all over Europe to share their insight.”

The Customer Service & Experience Summit Europe is a by brands for brands meeting focused on bringing together an unrivalled list of in-house customer experience and service leaders across Europe. You will learn how to advance customer support through AI, self-service, social customer care, multichannel integration, automation, empowered agents and more. Topics include:

  • Customer Experience: Align support across your departments, streamline service and create a customer centric organisation
  • New technologies and changes: How AI, Chatbots can impact self-learning, response times and efficiencies
  • Talent, Development and Training: Ensure your team is equipped with the right resources, skills and motivation to provide first contact resolutions
  • Social Customer Care: The rise of messenger, next generations channels and advancing your social support offering
  • Self-Serve: Provide a self-serve experience to reduce costs, empower customers and improve feedback

The summit will feature pan-European speakers among five key themes focused on: customer experience, new technologies and AI, talent, development and training, social customer support and self-service.

Attendees at the summit include representatives from Bose, Financial Times Orange Group, GlaxoSmithKline, Lucozade Ribena Suntory Ltd and many more. You can download the brochure here to see the full speaker line-up and agenda. I hope to see you there!

About Incite Group

The Incite Group is a part of FC Business Intelligence Ltd, a registered company in England and Wales. Registered number 04388971, 7-9 Fashion Street, London, E1 6PX, UK

Incite Group brings together senior brand executives from the advertising, communications, customer service, data, marketing, product, digital and social media spaces to shed light on central challenges. We incite challenging debate and map a path to the future of customer experience.

Customer What? The honest and practical guide to customer experience – buy my new book now on Amazon.co.uk, Amazon.com or by emailing me directly at ian@ijgolding.com