11:00am - Onsite Product Demo NEW!

12:00pm - Registration & Lunch

1:00pm - Analyst & Investor Day Begins

Introduction: Mikkel Svane, CEO, Founder

Velocity, Enterprise & Emerging Businesses

Amanda Kleha, SVP Velocity Businesses

Marcus Bragg, SVP Enterprise Businesses

Matt Price, SVP Emerging Businesses

Fireside Chat: Worldwide Sales Panel

Jeremy Kmet, VP Sales - AMER

John Crossan, VP Sales - EMEA

Sandie Overtveld, VP Sales - APAC

Alex Barrera, RVP Sales - LATAM

Product Roadmap

Hosted by Adrian McDermott, SVP Product Development

Fireside Chat: Customer Panel

Public Policy & Social Impact

Tiffany Apczynski, VP Public Policy and Social Impact

Financial Update

Elena Gomez, CFO

Alan Black, Outgoing CFO

Final Management Q&A

5:15pm - Onsite Cocktail Hour & Product Demo Stations

As you and your customer base grow, you have to scale support by enabling customer self-service—helping customers find and discover information on their own. In this live 30-minute webinar, you’ll learn how to:

• • Drive self-service by building an effective knowledge base and engaging community
• • Customize your Help Center to reflect your brand’s look-and-feel
• • Get your customers (and agents) to self-serve as their first course of action

Got questions? Stick around afterward – we’ll be here to answer them!

And if you can’t make the live session, don’t worry – we’ve got you covered. We’ll be sending the recording out to everyone who registers.

We’’ve recently revamped our webinars, and this session covers all of the same information as our “Getting Started with Self-Service” webinar.

A customer service journey starts with customer support—resolving your customers’ issues and answering their questions. This live, 30-minute webinar will help you get started, and show you how to:

• • Open communication with your customers via email, phone, chat, and social media
• • Automate some of your support workflows in Zendesk to drive more efficiency, including a best-practice example you can start using immediately
• • Handle tickets with great productivity through a few neat tools built into Zendesk

Got questions? Stick around afterward – we’ll be here to answer them!

And if you can’t make the live session, don’t worry—we’ve got you covered. We’ll be sending the recording out to everyone who registers.

We’ve recently revamped our webinars, and this session covers most of the information in our “Getting Started with Zendesk” webinar.

For this quarter’s “What’s new in your Zendesk” webinar, our product and customer success teams are joining forces again to introduce you to the latest features in your Zendesk and walk you through a best-practice configuration so you can try out some of the new features right away.

This 30-minute webinar will also include a special segment on how to measure your customers’ self-service behavior in your Help Center with Google Analytics. Did you know that for every one customer who’s submitting a ticket, four more are searching your Help Center? That’s why knowing how to optimize the self-service experience is a must-have skill to make your customers successful. We’ll walk you through how to set up custom event tracking to measure your customers’ journey through your Help Center and track your favorite metric, ticket deflection.

As your customer base grows, there comes a time when you need to engage your customers in a way where the focus is less on support transactions and more focused on long-term conversations and relationships. In this live, 30-minute webinar, you’ll learn how to:

• • Set up an automated customer feedback loop through satisfaction rating surveys
• • Draw insights from analytics build into your Zendesk, and use it as a benchmark to measure the health of your customer service
• • Learn how to proactively engage your customers outside of a support ticket

Got questions? Stick around afterward – we’ll be here to answer them!

And if you can’t make the live session, don’t worry – we’ve got you covered. We’ll be sending the recording out to everyone who registers.

We’’ve recently revamped our webinars, and this session covers all of the same information as our “Getting Started with Customer Engagement” webinar.

As you and your customer base grow, you have to scale support by enabling customer self-service—helping customers find and discover information on their own. In this live 30-minute webinar, you’ll learn how to:

• • Drive self-service by building an effective knowledge base and engaging community
• • Customize your Help Center to reflect your brand’s look-and-feel
• • Get your customers (and agents) to self-serve as their first course of action

Got questions? Stick around afterward – we’ll be here to answer them!

And if you can’t make the live session, don’t worry – we’ve got you covered. We’ll be sending the recording out to everyone who registers.

We’’ve recently revamped our webinars, and this session covers all of the same information as our “Getting Started with Self-Service” webinar.

Lots of organizations use special events, raffle prizes, or breakfast with the boss as rewards to recognize and motivate their teams to go above and beyond their basic job duties. And that works well for some teams. However, a February 2012 edition of Harvard Business Review reported that happy and engaged employees are over 30% more productive and 300% more creative, so leaders who are looking to make a bigger impact are turning to healthy peer competition and social engagement practices to motivate customer-facing teams to do better. And gamification techniques are proving to produce results.

In the same way that fitness trackers help you to take more steps and reach your goals, gamification helps your team to accomplish their work in the best way possible, and track their progress as they go. Join us for this live, 45-minute webinar, where Joe McFadden, Vice President of Marketing at PlayVox details how gamification and the latest social tools for support operations can take agent engagement to the next level. He’ll share some best practices for a gamified work environment, outline the importance of a cycle of engagement, and even dig into how to introduce gamification into your team. This webinar is a must-see for support leaders who are looking to foster and motivate a collaborative spirit in their teams—and your agents, your organization, and your customers will reap the benefits.