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Investor Day 2021
Passcode: WBlairZEN@9
12:00pm-1:00pm ET | Registration & lunch 1:00pm-3:15pm ET | Analyst & Investor Day Begins
Presentations from:
11:30 - Onsite Product Demo 12:15 - Registration & Lunch
1:00pm - Analyst & Investor Day Begins Customer First Keynote - Mikkel Svane, CEO, Founder Software for the Modern World - Adrian McDermott, President of Products CIOs in a Modern World - Tom Keiser, CIO Future of Customer Experience - Ian Jacobs of Forrester Evolving the GTM model for Sustained Growth - Bryan Cox, CRO Financial Update - Elena Gomez, CFO Social Responsibility, Empathy and Community - Tiffany Apczynski Final Management Q&A
5:15 pm - Onsite Cocktail Hour & Demo Stations
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
View the Keynote
As you and your customer base grow, you have to scale support by enabling customer self-servicehelping customers find and discover information on their own. In this live 30-minute webinar, youll learn how to:
Got questions? Stick around afterward – well be here to answer them!
And if you cant make the live session, dont worry – weve got you covered. Well 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.
Cha-ching! That’s another sale on your website, and you couldn’t be happier. But just because your customer’s placed their order doesn’t mean your job as an online retailer is done. In fact, 75% of customers would return to do business with a company who provided excellent customer service…so, what are you waiting for?
Join us for this live, 1-hour webinar to learn the three ways that customer service can actually increase your sales – regardless of whether your online shop is big or small. First, we’ll explore the importance of a “one face of the brand” approach to customer service. And then we’ll take a look at proactive customer service – the whys and hows of reaching out to your customers in a way that can help right a wrong, and at the same time result in profit for you.
A customer service journey starts with customer supportresolving your customers issues and answering their questions. This live, 30-minute webinar will help you get started, and show you how to:
And if you cant make the live session, dont worryweve got you covered. Well be sending the recording out to everyone who registers.
Weve recently revamped our webinars, and this session covers most of the information in our Getting Started with Zendesk webinar.
Triggers are a simple but powerful feature, enabling you to automate work in Zendesk. And whether you’ve just inherited your Zendesk from someone else on your team, or you’ve been a Zendesk admin for a while, taking a peek at your current trigger configuration is a great way to find new ways to optimize workflows as your support team grows and evolves.
Join us for this live 30-minute webinar where we’ll take a deep dive into one of Zendesk’s most popular features: triggers. First, Senior Product Manager, Jake Holman will help us better understand the philosophy behind triggers – why they were built, and how the team thinks about them. Then, Customer Success Executive, Matt Heroux will provide some tips for setting up brand new triggers or reviewing your existing ones, and share best practices he’s gleaned from years of working with some of Zendesk’s biggest customers.
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, youll learn how to:
We’ve recently revamped our webinars, and this session covers all of the same information as our “Getting Started with Customer Engagement” webinar.
The most difficult customer service situations demand more of customer service agents than just good intentions and the right attitude – they can send even the most seasoned agent into red alert and require the communication skills of a crisis counselor.
Join us for this live 1-hour webinar where communication skills author, speaker, and psychotherapist Rich Gallagher explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Through tested techniques, lessons from behavioral science, and case studies, Rich will help you learn the delicate art of defusing even the worst customer situation – sall while boosting your skills and confidence for dealing with any customer. This webinar is a must-see for agents and managers alike.
We’ve recently revamped our webinars, and this session covers all of the same information as our “Getting Started with Customer Support” 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. Hell 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 teamsand your agents, your organization, and your customers will reap the benefits.
We’ve recently revamped our webinars, and this session covers all of the same information as our “Getting Started with Customer Engagement” webinar.