SCHEDULE: DAY TWO

TUESDAY APRIL 2, 2019

– Schedule is currently a work in progress and is subject to change –

Talks
Talks are shown in grey in the schedule below. Talks are 20 minutes and will take place in the Atlantic and Pacific ballrooms.
Workshops
Workshops are shown in blue below. Workshops are interactive and 45 minutes long. They will take place in the Aegean, Adriatic, and Mediterranean rooms.
Discussion Groups
Discussion groups are attendee-organized for a chance to talk to others at Expo about a topic that may not be represented in one of the sessions or that you simply want to discuss with others. Discussion groups will be up to 45 minutes long. Topics will be announced at Expo.

8:30 to 9:00am

Registration

Come to the Support Driven table to check in. Enjoy free coffee, fresh water, and the great company of Support Driven community.

Location: Foyer

Starting at 9:00am

9:00 - 9:20 -- How to communicate you are invaluable; when people still think it's just support - Ilemi Arrindell, Akkroo

Location: Atlantic Ballroom

Takeaway

How to verbalise the contribution support makes to the company and the gold mine of insight on offer.

Description

The fact so many of us have wait this long for something like SD Expo to come to Europe is evidence of how underestimated our profession is, even by ourselves. Customer support should have never been written off as merely a cost of doing business and you shouldn’t let your company view you as such either. Being neck deep in a burning pile of tickets leaves you liable to being looked over, so how do you project your wisdom meaningfully to the wider team? 

Speaker Bio

Currently a Customer Champion at Akkroo, based in the London office. Never one to be shy and retiring, offering loud feedback to drive Support & the Customer Relationship forward has always been part of how I do my job.

9:00 - 9:20 -- Your future CEO could be doing tickets now - Milos Mihaljevic, GoDaddy
Location: Atlantic Ballroom

Takeaway

Strength of the support is in its diversity ! Find out what they are best at and use it to grow company and people.

Description

Support role can be a very perspective career path and it’s one of the futures most important roles. The strength lies in its diversity of people that work there. Your future product, marketing manager or even CEO could be working with you at this very moment. It is up to the company to recognize that and steer them in the right direction. Let’s see how that can be achieved.

Speaker Bio

Customer Happiness Lead at ManageWP, ex web developer, current support enthusiast.

9:00 - 9:45 -- He's a customer and he's angry. What do you do? - Nancy Dandolos, Signal Ocean

Location: Baltic & Aegean

Takeaway
Things will break down and mistakes will happen. Keep these tricks in mind when being faced with a dissatisfied customer.

Description
Google returns about 87,300,000 results for “angry customers”. I’ll try to cut through all the information, examples, horror stories and give you the low down on how to simply diffuse any situation with an angry customer. Any customer in any industry, no matter what has gone wrong. A series of simple steps, that after a while become second nature to you, will provide a happy ending to what has started off like horror film. Go through each one, arm yourself with empathy and the end is near: angry customer turned happy customer. And you will find that customer come back time and time again because of the way you handled your mistake. A mistake is not something to be eliminated, no one can do that. Think of mistakes as opportunities to build a deeper relationship with your customer. And all your fear of angry customers will soon disappear!

Speaker Bio

Many many years ago, a professor told me “You should always work with people, be surrounded by them.” You never listen to what older people say;I didn’t either, until I got a gig in a CS Dept. And I realized that helping people is what I should be doing. But what I REALLY want is to live in a world filled with happy customers, eat food that makes you skinny and an easy-to-use cloning machine.

9:00 - 9:45 -- Scaling Weekend & Holiday Support - Ruth O'Brien, Intercom

Location: Adriatic

Takeaway
How scaling support teams can implement efficiency measures, while still staying true to their team identity/values.

Description
At the very beginning, most support teams deal with every customer/query in a similar fashion. A small team of generalists respond in roughly the same timeframe to both high and low paying customers. Offering the same level of support to all customers can only scale to a certain point before cost outweighs benefit. As your customer base and team grow, efficiency and cost become more and more of a concern. However, nobody wants to work on a team where this is all that matters. There are humans on both sides of the messenger/email/phone call. My talk/workshop will discuss how scaling support teams can start thinking about: 1) If/when to provide (or remove!) 24/7 support 2) When generalists should become specialists 3) How to match support offerings to customer segments 4) Should more customer $$ really mean faster/‘better’ support? 5) What about automation? What about the humans?! I’ll speak about how we’ve actioned each of these points in Intercom (both what went well and what didn’t!)

Speaker Bio

Leading the EMEA CS group (4 managers/overall team of 40 people) in providing world class support to Intercom’s customers.

9:00 - 9:45 -- Discussion group

Location: Mediterranean

Topic for discussion group will be announced at Expo and will be posted on the wall outside of the Mediterranean room at the end of lunch on Day One.

Starting at 10:00am

10:00 - 10:20 -- Building a local SD Community, in a city you don’t even live in - Georgia Tsiamanta, Georgia Tsiamanta Agency

Location: Atlantic Ballroom

Takeaway
Tips on how to build a local Support Driven Community from scratch.

Description
As I first applied for a Customer Success Manager job, I had no clue what this is all about. I was the only non-technical hire, and that’s when I’ve discovered the Support Driven Community. It’s been a great value for me to be among people sharing the same struggles and challenges with me. Later in my career, as I’ve started working as a Customer Support and Success Consultant, I’ve felt I had to give back to the community and create a network of professionals exchanging expertise and best practices. That’s when I came up with the idea to organise a SD Meetup in Athens, 504 km away from home. Most of my customers are located in Athens, but at the time I knew nobody working as Customer Support or Success Manager in tech companies there. At this talk I’ll share the methods I’ve used to find the first 2 speakers, the first 15 people to join the vision, and the first sponsor for the revenue and pizza. We are still 4-meeetups young and it’s been a great journey so far!

Speaker Bio

Georgia has a background in Mathematics and Computer Science. She has an extensive experience working as a Customer Support and Success consultant for SaaS and tech companies. Moreover, she is the founder of the coding academy Golden Gate Pro, that provides up-skilling in programming and technical skills. Georgia is also the proud co-organizer of Athens Support Driven Meetup.

10:00 - 10:20 -- Stressful high volume of tickets solved by fun, targeted teams - Ovidiu Pop, Thrive Themes

Location: Pacific Ballroom

Takeaway
How to deal with a high volume of tickets in a fun and creative way.

Description
Any support team can experience a period of a higher than normal volume of tickets. If you are a small team, this can be overwhelming and most of all, stressful for the team. In this talk, you can learn an easy method to tackle those situations, by dividing your team in two or more small teams that can use a common strength to overcome specific types of tickets. I want to share how we do this at our own tech company, what are the benefits of this to the team members and to the customers as well. While this is not rocket science and there might be other teams already doing it, you can take away a cost-efficient and stress relieving method of handling periods of high volume of tickets for your support team.

Speaker Bio

My name is Ovidiu Pop and I am the Head of the Support and Documentation department at Thrive Themes. I ended up being a support agent by chance and fell in love with support and the opportunity of helping people out. I love cats, running, and spending time with family and friends.

10:00 - 10:45 -- Support Driven Growth: Simple revenue driving tactics you can apply to your support queue - Mo McKibbin, Help Scout

Location: Baltic & Aegean

Takeaway
Support Driven Growth tactics you can execute with your team immediately.

Description
Often times support teams are viewed as a sunk cost, which can be hard to get all the hires and resources a team needs to succeed. Using these simple tactics, your team can start driving revenue from the support queue, turning your support team into a critical revenue driver.

Speaker Bio

For the past 16 years, Mo has worked in customer facing roles, touching support, sales, and marketing. She’s currently leading the support driven growth initiative at Help Scout, creating a direct link from the customer support channel and revenue driving activities for the company.

10:00 - 10:45 -- Documentation Station: Blow your mind with keeping your customers in mind - Karissa Van Baulen, Hotjar

Location: Mediterranean

Takeaway
Utilising your customers input can change the way you create documentation and structure your external Knowledge Base.

Description
Although panel research done by marketing and product teams are essential, customer input is often overlooked. In this session, we will look into why it is important to get user feedback, how to collect it and interpret correctly and how to create action items based on the feedback. Ultimately, blowing your mind with keeping the users in mind.

Speaker Bio

Karissa has worked as a Support Specialist at Hotjar for the past two years. During her time there, she has managed to completely uproot the existing Knowledge Base and customise it based on the user’s needs. Her daily tasks can be summed up by “fighting for the user, always”.

10:00 - 10:45 -- Discussion group

Location: Mediterranean

Topic for discussion group will be announced at Expo and will be posted on the wall outside of the Mediterranean room at the end of lunch on Day One.

Starting at 10:30am

10:30 - 10:50 -- Drive impact by niching down and communicating better - Daniel Danilov, Automattic

Location: Atlantic Ballroom

Takeaway
Having impact by niching down in the team and division.

Description
We do lots of different types of work in support: communicating with customers, improving our technical skills, sharing product feedback, and sticking to deadlines. Between everything, it may seem like to be better, you must know everything — and I’d like to challenge that assumption and show you how you can drive company objectives with more impact by niching down, and becoming an expert. This is true for both smaller companies, and ones that have expanded to cross-divisional behemoths. The ability to recognize your own strengths, and aligning them with division/company goals is a powerful combination.

Speaker Bio

A logic-driven helper-of-the-people; I enjoy the mix of learning theories and new data, and apply them to help those around me grow, improve, and have more impact. I come from a background of Psychology and Organizational Consulting, and spent the last 10 years of my professional life providing support, building websites, leading teams, and hiring new talent.

Starting at 11:00am

11:00 - 11:20 -- How to keep KPIs meaningful for your Customer Support team - Grace James, Intercom

Location: Atlantic Ballroom

Takeaway
Actionable steps to keep key performance indicators (KPIs) meaningful for a scaling support team.

Description
We live in a world where efficiency, speed, and automation are at the forefront of almost all aspects of our lives. These traits lend themselves better to bots than to humans. The importance of human input still needs to be valued and respected. We’ll breakdown how you can use KPIs not just to measure your team’s performance but to motivate them to provide world class support and to create a desire for self improvement/development. We’ll look at the relationship between automation and human interaction and highlight where each are best used in your business. Finally we’ll discuss some interesting ways to nurture and measure the “at risk” soft skills. This will leave you with tangible actions you can take to build a framework of measurement that creates a more holistic view of your support team’s performance, allows you to begin to measure the unmeasurable, and helps motivate employees from a place which best serves not only your customers but their careers also.

Speaker Bio

Grace is an Associate Manager with the Intercom Customer Support team. She is based in Dublin and has helped to scale the support team to over 100 support representatives and engineers in the last year. Before coming to Intercom, Grace worked in the film and television industry. She is now proud to be part of a team who care deeply about their customers and their employees.

11:00 - 11:20 -- What it takes to relinquish unrealistic expectations - Sukanya Arunachalam, Freshworks

Location: Pacific Ballroom

Takeaway
1. Impact of overpromises. 2. To understand the need of the “BUT” concept (Being Honest, Under Deadline, Transparency).

Description
There is a thin line between promising and over/under promising. Understand it and following the BUT concept is key to happy customer experiences. Based on my experiences, I’ll explain how things can turn disastrous when you don’t keep your promises to customers. I will also discuss actionable tips to implement the BUT concept in your support strategy. Through examples, I will highlight the importance of being a bridge between the customer and a product. For example, we had once promised a customer full-fledged multilingual support, but failed to keep our word. However, we didn’t just stop with an apology, but showed them we were willing to help and provided them with a solution. I’ll also talk about what customers value in a business relationship and why you need to uphold those values with another situation we’ve come across.

Speaker Bio

Sukanya has been with Freshdesk’s support team for five years, and now handles account management and implementation for enterprise accounts. She also works with the product team to process customer requests and introduce those features within the product. Customer support apart, Sukanya enjoys reading (she is also a recent fan of Scribbles collection), and blogs occasionally.

11:00 - 11:45 -- Support in social media: How to troubleshoot a complex issue in 140 characters? - Anna Sindalovskaya, Wrike

Location: Baltic & Aegean

Takeaway
Challenges of providing support in social media, tips for efficient and concise communication.

Description
Our world gets more and more fast paced, and our customers get more impatient expecting to get immediate help. Social media is the perfect channel for it and that’s where they go to. I will talk about the common challenges we are facing as support agents when we are limited by character count and public answers to solve a customer’s problem. What if it is a complex issue? What do you need to watch out for? How to console a frustrated customer and turn his negative rant around? How to stay positive and avoid disclosure of sensitive information during public troubleshooting? What is the difference between answers on Facebook and Twitter? And finally: How to maintain a positive tone and make your company sound fun? I will tell you how!

Speaker Bio

Anna is passionate about technology and project management. She began her career as a marketer for a software company and moved to a customer facing role, she embraces the challenges of daily communication and problem solving for the most important Wrike clients. Marketing background helps Anna support customers through social media channels, being a confident and positive voice of Wrike out there.

11:00 - 11:45 -- Break through artificial harmony to build an effective team - Juliet Chen, Buffer

Location: Adriatic

Takeaway
Learn how to navigate artificial harmony in your team to encourage constructive conflicts and make better decisions.

Description
Do you often have boring meetings with very few passionate debates? Are the “real discussions” often happening in the backchannels? Are you often hesitant to speak up even when you feel certain decisions would ultimately hurt your team, the customer experience and your organisation? Have you wondered why your teammates seem reluctant to commit even though everyone has “agreed” to certain projects? These are some symptoms of artificial harmony that could be hurting your team, your customer experience, and your organisation. In this workshop, we’ll chat through why artificial harmony could be damaging even if it emerges from good intentions. We’ll dive into group exercises that you can easily implement with your team to encourage more open dialogues so that you can bring out the best ideas and make better decisions. Whether you are a team lead or an individual contributor, you’ll be able to take away practical approaches and techniques to help your team to be more engaged and effective.

Speaker Bio

Juliet is passionate about designing great team experience that nurtures trust, effectiveness and excellence. She has built a customer experience team from the ground up and is now shaping the culture and operation alongside the Customer Advocates at Buffer via processes, experiments and asking a lot of questions.

11:00 - 11:45 -- Discussion group

Location: Mediterranean

Topic for discussion group will be announced at Expo and will be posted on the wall outside of the Mediterranean room at the end of lunch on Day One.

Starting at 11:30am

11:30 - 11:50 -- Scale Your Skills: Finding a Balance between Numbers and Talent - Crystal Horn, Articulate

Location: Atlantic Ballroom

Takeaway
Strategies for exceeding customer expectations without doubling your staff and blowing the budget.

Description
Your product is a success, and your customer base is booming. Awesome! More customers usually means a higher demand for support, though. Does that mean you have to hire more support professionals to keep up? Sometimes you do! But spending all of the support staffing dollars shouldn’t be the only answer. Learn how you can grow your team in skill rather than in number. We’ll talk about why your team is your biggest asset, how to invest in staff growth, and what happens when you do. Let’s dive into fun ways to keep your staff sharp, happy and ready to kill it with customers!

Speaker Bio

Crystal is on the Customer Happiness team at Articulate. For the last 20 years, her customer service work has taken her from kitchens to computers, mastering the art of helping people in several different industries. When she isn’t donning a headset, you can find her in the woods of upstate New York getting inspired for her next poetry project.

12:00 - 2:00pm

Lunch
Lunch time! Lunch is on your own, to get out into the fresh air of Belgrade and explore the food options.

Starting at 2:00pm

2:00 - 2:20 -- Everybody helps: Making all-hands support work for your customers and your company - James Glazebrook, Basecamp

Location: Atlantic Ballroom

Takeaway
How to empower everyone in your company to provide your customers with helpful, human support.

Description
We already know the benefits of providing all-hands customer support. When everyone has direct exposure to customers and the challenges they face, designers and developers get to know their products inside and out, and how to make them better. People from other teams appreciate the importance of the work that we do, and the customers we support. A lot of us have experimented with all-hands support, but those efforts don’t always stick. At Basecamp we’ve learned the hard way that scaling all-hands customer support requires real commitment. You have to make sure that your support team is happy and healthy before you can think about onboarding outsiders. And you need a dedicated point-person to ensure that your work aligns with your customer support values, and that folk on and off your team have everything they need to succeed. As that person at Basecamp, I’m happy to share how we made “everyone on support” a permanent part of our customer strategy which continues to reap rewards.

Speaker Bio

James is a helper of humans and writer of words at Basecamp. A senior member of the company’s support team, he leads its “Everyone on Support” initiative, coordinating all-hands customer service. Originally from England, James now lives in Berlin, Germany, with his photographer wife and his French Bulldog fur baby.

2:00 - 2:20 -- Leading Distributed Support Teams - Brian Levine, Plaid

Location: Pacific Ballroom

Takeaway
Attendees will learn some methods for leading distributed support teams – some tools to use and how and when to use them.

Description
Remote work and distributed companies are becoming more common, but support teams still tend to be more geographically distributed than most. This can come with a unique set of problems, from team alignment around goals and strategy to coordination around incident responses to team cohesion and bonding. In this talk, we’ll discuss some of the tools and processes teams can use in order to mitigate the obstacles of working on distributed teams. We’ll talk about how teams can use chat and internal documentation to keep the team working smoothly and how a couple of processes can keep everyone in the loop no matter where or when they work. We’ll also cover some ways teams can utilize video chat and some travel to maintain a sense of camaraderie within teams of all sizes without disrupting the service the team provides to customers.

Speaker Bio

Brian was once an aerospace engineer designing weapons and software for the US Department of Defense. After 13 years, he decided he’d rather help people than blow things up, so he transitioned from military work to technology work – technical support work, specifically. He was the VP of Support at GitHub for five years and is now the Head of Support at Plaid.

2:00 - 2:45 -- Using Mental Models for Better Troubleshooting - Rachel McRoberts, Automattic

Location: Baltic & Aegean

Takeaway
Learn about mental models, how to build them, and how to use them to better support and troubleshoot a product.

Description
When a customer reports a problem with our product, how do we know what’s wrong? Is the problem on their end or is it a bug in the product? Is it an issue with the client, the network, or the database? Where do we begin and who do we report it to? Mental models help us understand our products in an abstract way. They provide a framework we can use to start asking questions when a customer is having trouble, to ensure we get the information we need to report the bug. Learn how to construct a mental model and apply it to improve your troubleshooting skills.

Speaker Bio

Rachel McRoberts is an Excellence Wrangler at Automattic. She promotes excellence throughout the product cycle with customer-focused planning, meticulous testing and troubleshooting, and constant feedback.

2:00 - 2:45 -- Going the Distance: Building and Managing a Distributed Team - Jon McCartie, Heroku

Location: Adriatic

Takeaway
How to build and manage a fully remote team

Description
Remote What does it take to create a healthy and high-functioning distributed team? We’ve been told the benefits of remote work, but very little about how to make remote work … work! In this talk, we’ll discuss the pros and cons of being a part of a remote team and ways to ensure people are doing their best work in an inclusive and integrated environment.

Speaker Bio

Jon has worked in tech for over 15 years, and in leadership for 5+ years. Having made the rounds from corporate, to startup, to non-profit and back again, he provides a unique perspective on the health and growth of teams.

2:00 - 2:45 -- Discussion group

Location: Mediterranean

Topic for discussion group will be announced at Expo and will be posted on the wall outside of the Mediterranean room at the end of lunch on Day One.

Starting at 3:00pm

3:00 - 3:20 -- Mistakes, Lessons learned and some tricks after 500 video chat & screen sharing support sessions - Raúl Antón Cuadrado, Automattic

Location: Atlantic Ballroom

Takeaway
Understanding of 1:1 support video chats. My lessons learned, mistakes to avoid and tricks after 500 sessions done.

Description
One of the most powerful support channels are video and sharing screen sessions, aka 1:1s. 1:1s, either scheduled or on demand are used to provide first hand help to a user/client but it is also a powerful tool to 1) get direct, immediate, unfiltered feedback 2) create loyal users by providing top notch, close and warm support and 3) reduce churn by accompanying unexperienced users to start using your product/services > I have collected good and bad practices after >550 sessions and compiled some tricks that could help you to put into practice an effective 1:1 support strategy.

Speaker Bio

WordPress and Remote Work lover and activist! I love helping people to collaborate with other people to make their opinions or activities visible in the Internet, so that we have a more diverse, inclusive Internet. Now a Happiness Engineer at WordPress.com, in the past an Internet Projects Manager or a Lecturer. B.S. in Computer Science & Anthropology, PhD in Communication in digital environment.

3:00 - 3:20 -- Evolving ticket handling: a story of scale - Justin Victor, Fastly

Location: Pacific Ballroom

Takeaway
How choosing a ticket process can help their team to scale.

Description
What should you do when your support team is at a good place? Should you change your processes if everything is going OK, or should you wait for things to go bad before making changes? These are some of the questions the Fastly Customer Support Team had to answer earlier in their life. Like other, similar organizations, they had started off small with a group of talented individuals, some of whom later moved into other teams, and the initial dynamic and way of working that they started with had changed over time. To compound matters, ticket volume was increasing and there was an increasing number of chat rooms to look after. In other words, the type and volume of work to be done was changing and increasing, and it was seen that if we did nothing, our team would start to struggle under the load. This is a recount of what we chose to do, how we handled the decision of what to do, the effects of implementing it, and the effects on our Customer Support Team.

Speaker Bio

Justin loves support! In particular he is into person and process improvement, and ensuring that Support Teams stay relevant in changing times. As a Manager of a Technical Support Team he likes to see colleagues progress and reach higher technical heights, as well as learn more about the finer details of leading support teams.

3:00 - 3:45 -- How to Spread Knowledge in a Fast Growing Organization (and run the unsexiest team in your company) - Cristina Fonseca, Cleverly

Location: Baltic & Aegean

Takeaway
How to implement a knowledge management strategy.

Description
Why do companies need a Knowledge Strategy? At Talkdesk, I built a team to make sure everyone within the organization had the most recent, up to date information about our product and processes. I will share our processes to capture and disseminate knowledge. This includes getting information from engineering / internal release notes and structure content to be published in our knowledge base, video academy, internal and external updates and blog posts. We build a video academy early on, in a very scalable way, that proved to be crucial both for onboarding new employees at a fast pace, as well as to train and inform customers about the product details.

Speaker Bio

Cristina is a tech entrepreneur and investor that co-founded Talkdesk, a platform that allows companies to create their call center in the cloud. The company raised almost $125 million in the last years and Cristina was distinguished as “30 under 30” by Forbes in 2016. She is actually Venture Partner at Indico Capital Partners and is working on Cleverly.ai to make knowledge accessible to CS teams.

3:00 - 3:45 -- The secret communication tool for handling your users’ cultural differences… elegantly - Sabine Harnau, From Scratch Communications

Location: Adriatic

Takeaway
The secret behind-the-scenes template that helps you do right by your users — whatever their cultural background may be.

Description
Almost every company now sells to people from many different cultures; this may be particularly true here in Europe. Your users’ heritage affects the way they relate to your products — and their expectations of support. In this workshop, we’ll first cut through some assumptions and cultural biases that may affect the way we communicate. You’ll learn about some key research into cultural differences and conversational styles, and how they affect customer support. Then we’ll apply UX Design thinking to create a support experience that works for the individual customer. You’ll practice using a “secret template” as a thinking and communication tool that helps you honour your users’ communication style. The template is particularly useful for email support, but it can also be adapted to chat and phone. Exercises will be based on real-life examples. Feel free to bring (anonymous) examples of user emails you struggled with!

Speaker Bio

Sabine Harnau is the award-winning consumer champion, copywriter and trainer who started and led the global editorial team at LEGO Consumer Service, covering 20 languages. Keen to learn, she later trained and advised over 70 iconic brands as Service Communications Manager at a London agency. Now running her own business in Amsterdam, she helps companies build better customer relationships.

3:00 - 3:45 -- Discussion group

Location: Mediterranean

Topic for discussion group will be announced at Expo and will be posted on the wall outside of the Mediterranean room at the end of lunch on Day One.

Starting at 3:30pm

3:30 - 3:50 -- Automation In Customer Support, Or How I Learned To Stop Worrying And Love The Bot - Eric Fitzgerald, Intercom

Location: Atlantic Ballroom

Takeaway
How you can best use bots to work in tandem with human support teammates.

Description
Bots aren’t the replacement for Support teams as they’re painted to be. We believe that bots work best when they’re paired with human teammates. I hope to address the three main problems that support teams face that can be tackled by bot automation; conversation volume, response times, and teammate engagement. Bots can step in to handle easy, one-touch conversations that would otherwise be handled by a human teammate. They can drive down conversation volumes for your human teammates, while delighting your customers with an instant resolution. In helping to reduce conversation volumes, bots can positively affect your response times, too. Freeing up your teammates to engage with more challenging, layered conversations keeps them interested, and makes the best use of their problem-solving skills. The aim of my talk is to show you how bots and automation can help you tackle these three challenges, resulting in a happy team that has the time to deal with more complex customer questions.

Speaker Bio

Eric is a Senior Customer Support Representative with Intercom, a B2B SaaS company whose mission is to make Internet business personal. When not Intercom-ing, you can probably find Eric at the movies, watching a rugby match or talking about The Simpsons.

Starting at 4:00pm

4:00 - 4:20 -- Artificial Intelligence in Customer Service - What are the options and what is to come - Nuno Carneiro, Cleverly

Location: Atlantic Ballroom

Takeaway
A deep understanding of the current AI tools for customer service and how to prepare to make the most of them.

Description
The talk will present results of an extensive research about the uses of AI in customer service. It will be very practical, presenting several case studies of the different applications of AI. The second part of the talk will focus on the most recent developments of AI (post-chatbot technology) and explain how to prepare your team operations to take advantage of this change. Topics to cover: Overview of different applications of AI in customer service: Present what are the main automations used nowadays (triggers, categorization); Chatbots (w/ case study); Translation (w/ case study); Personalization (w/ case study); What is to come? Recent developments in AI/ what AI can already do and what it can’t; Deep learning Voice enabled interactions; AI as an assistant of customer service agents: more problem solving, less repeated work. How to prepare for the future? Preparing your operation to take the most of future applications of AI for customer service.

Speaker Bio

Nuno Carneiro is the head of product at Cleverly.ai, a startup building an artificial intelligence assistant for customer service teams. He has a strong data science expertise in the Fintech and e-commerce industries. Having started his career at Farfetch, which recently had its IPO in the New York Stock Exchange, Nuno has early on seen his work published in scientific journals of the field of AI.

4:00 - 4:20 -- Better, Faster, Stronger: Unlocking the Benefits of Agile Performance Management for Remote Teams - Agata Krzysztofik, Groove

Location: Pacific Ballroom

Takeaway
A proven framework that will help your company measure and boost performance of remote employees

Description
How do you measure the performance of remote employees? This is one of the most common questions that we have been asked at Groove as a fully remote company. Many companies, moving from a traditional office model, still struggle with getting things right when it comes to ensuring that their remote employees stay productive without having someone looking over their shoulder. Managing both traditional and remote teams at Google and Groove has taught me that it doesn’t actually matter if your employees work from the company’s office or from home. I will show you how, by unlocking the benefits of Agile Performance Management, you can continuously measure and boost the performance of your team.

Speaker Bio

In September 2018, Agata has left her VP of Marketing role at SimScale to join Groove as their Director of Growth. Prior to her career in marketing, she has spend over 6 years at Google where she started as an Account Strategist and Community Manager on the Google AdWords team and worked her way up to leading global teams responsible for the growth of the 1:Many support channels.

4:00 - 4:45 -- How to manage change on your growing support team - Niamh McHugh, Intercom

Location: Baltic & Aegean

Takeaway
My goal is to explore rapid change and provide tangible solutions for your team.

Description
I joined Intercom over a year ago as a CSR, following three years running a startup. I am now an Associate Manager and have gained insight into what to do and what not to do based on my own personal experience and that of the wider Support team at Intercom. One of the main reasons I joined Intercom was to be involved in a startup that was growing exponentially faster than my own. Change is inevitable at a fast moving company and that is something that really excites me. Because of this, I am pumped to come to work everyday knowing that right now, change is as a result of super fast growth. However, not everyone on a Support team has the same insight and change is scary.Whether it is shifting KPI’s or a fluctuating team how do we get everyone on board and what is the best way to speak about it to reduce this fear and manage personal change? As managers, how do we get our team just as pumped about change and growth as we are?

Speaker Bio

Associate Manager at Intercom.

4:00 - 4:45 -- How to hold your business accountable to solving for your customers - Colleen O'Sullivan, HubSpot

Location: Adriatic

Takeaway
How to put customers at the center of your business model and how to hold yourself accountable to being customer first.

Description
Ever wonder how businesses actually execute on being customer first? Companies say they are but in reality, they are customers eventually. At HubSpot we have learned our own lessons on this over the years. We now recognize that to really solve for the customer the whole business has to change. As customer services and support teams are the main points of contacts for our customers many businesses believe that the onus is just with us to solve. That is not entirely the case. To solve for the customer your whole business needs to get behind the needs of your customers and be willing to make changes to put your customers first. Come to this session to learn how to drive this conversation.

Speaker Bio

Colleen moved to Dublin, Ireland in 2012 as part of HubSpot’s first international office launch team to start the EMEA Services team. She is currently responsible for HubSpot’s EMEA Customer Success team which includes: Customer Success, Implementation, Partner, and Professional Services. She has scaled her organization from a team of four to one hundred.

4:00 - 4:45 -- Discussion group

Location: Mediterranean

Topic for discussion group will be announced at Expo and will be posted on the wall outside of the Mediterranean room at the end of lunch on Day One.

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