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Staying relevant in the expectation economy

23rd May 2019, London

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Location: Searcys at The Gherkin


We live in a time of ever-rising, ever-evolving customer expectations. Customers no longer compare you to your competitor – they now compare you to the best experience they’ve had, regardless of sector or industry. What’s more, they are increasingly likely to change providers swiftly and mercilessly based on those experiences.

As a result, companies feel they are falling behind, with many citing outdated ways of thinking, legacy technologies and old processes that create silos as key barriers holding them back. There is a growing realisation that worked in the past will not be enough to help you succeed in the future. The case for change has never been stronger.

Nevertheless, transformation remains difficult to implement. And while the good news is that there are companies out there who are bucking the trend and embracing new ways of working – and thus proving what is possible – the flipside is that those organisations are already stealing your lunch.

In what promises to be a fascinating evening of dinner, discussion and discovery, join Meet the Boss and Zendesk to find out how to get ahead of the experience curve and ensure your business is disrupting, rather than being disrupted. Hear how leading companies are not only keeping pace with change, but thriving and breaking free from traditional confines. And most importantly, understand how to be the company your customers want you to be.

Your customers are comparing you to the best customer experience they’ve ever had – every time. It’s a powerful truth with far reaching
consequences for your business, no matter what industry you’re in or the size of your business.

With the Zendesk Benchmark, our data index of 45,000 companies using Zendesk, we explored how top companies tackle customer support
to identify what separates leaders from everyone else.

5 Top Trends identified:

1. Omnichannel is the way
2. Invest in your customer data platform
3. Lean on proactive engagement
4. AI is the future
5. Champion your agents.


6:00 – 7:00 pm – Welcome Drinks Reception
7:00 – 7:10 pm – Introduction from Master of Ceremonies
7:10 – 7:30 pm – Keynote Speaker
7:30 – 9:30 pm – Three-course dinner complemented with table discussion points
9:30 – 10:00 pm – Wrap up and closing remarks from Zendesk

Discussion Topics

  • How do you start engaging proactively with customers, rather than merely reacting to consumer behaviour?
  • What performance data is proving most useful to help benchmark your team against your peers?
  • What actionable steps can you take to deliver what customers expect, at a time when expectations are constantly on the rise?

Keynote Speaker


Philip Wright, Head of CS at SnapFulfil

After taking a keen interest in our implementation of Zendesk and being made a full Zendesk Administrator within the business, I was promoted to the position of Snapfulfil Service Desk Team Leader after 18 months in the role. I now run a team of 10 Service Desk consultants, providing outstanding bespoke software support to over 90 clients worldwide 24 hours a day, 5 days a week. I report directly to the Chief Operating Officer at Synergy Logistics and we work closely to identify new opportunities to delight our customers and deliver world-class customer service.

I am a highly motivated and driven individual with a passion for positive change and continual improvement and I strive for perfection both personally and professionally. I love working with my team to develop their skills and to help them realise their full potential. One of the many highlights of my role is when my whole team reach a collective goal that everyone has worked towards and can share in the achievement.

About Zendesk

The best customer experiences are built with Zendesk. Our customer service and engagement products are powerful and flexible, and scale to meet the needs of any business. Zendesk serves businesses across hundreds of industries, with more than 125,000 paid customer accounts offering service and support in over 30 languages. Zendesk is headquartered in San Francisco, and operates worldwide with 16 offices in North America, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

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