Our global customer experience event is now available for streaming. We talk conversational CRM, the big trends, and how our community is capitalizing on speed and innovation to help everyone get back to business.
Zendesk Relate is best enjoyed without distractions. We recommend blocking off an hour on your calendar to watch it. Even better, host a viewing party for your team, so you experience the show together.
We’ve learned a lot about what customers expect and what businesses are capable of. Now, it’s time to build on our greatest lessons. Discover how our community is capitalizing on speed and innovation, to help everyone get back to business. Zendesk CEO and Founder, Mikkel Svane, and top product leaders will guide the way.
Product news
Here’s what’s bubbling behind the scenes. We reveal what’s new in the Zendesk Suite and our Sunshine platform. Plus, an exciting announcement on conversational CRM.
Our most Relate-able customer stories
Learn from exceptional businesses, with exceptionally practical knowledge. See what our partners do to succeed in customer experience—and how your team might do it too. Featuring Stanley Black & Decker, Virgin Pulse, Ada, MaestroQA, and many more.
The tracks
After the main show, curate your own journey. Handpick the tracks and sessions most relevant for your business.
TRACK ONE
Know your Zendesk
Welcome to the wonderful world of Zendesk possibilities. Our straightforward sessions show you how to make the most out of our crowd pleasers: Zendesk for service and Zendesk for sales. Then, we unlock the modern employee experience.
This is thought leadership for thoughtful minds. Some very impressive experts reveal what’s on our customer experience radar for the year ahead. Don’t miss the trends and pointers that should be on yours.
Suri Ratnatunga leads Global Customer Satisfaction strategy for BEES, an e-commerce and SaaS company created by AB InBev. Her career in caring for customers has included roles in community building, customer service, and trust & safety for tech companies of every size, from the frontline to leadership. Suri has lived on three different continents but calls now Brooklyn her forever home.
Orlando Gadea
Global VP, Customer Experience Transformation
Accomplished digital transformation leader with more than 18 years of international experience leading organizations through change. Focused on implementing and scaling digital marketing technologies with an agile approach to drive growth in large scale organizations. Highly experienced on aligning technology, process and people to new business model leveraging digital capabilities.
Michael Pace
Vice President of Global Member Services and Operations
I am incredibly fortunate. I get to wake up each day envisioning how I can inspire companies to create environments, journeys, and actions that help make their customers more successful. I believe wildly successful companies start with successful customers and associates.
Yossi Mlynsky
CEO
CEO @ UpStack.co, Father, Advisor and Wannabe runner. Focused on helping engineers, venture-backed startups and my team build the best software products of their life.
Vikas Mahajan
Head of Digital Platforms
Technology leader with experience in leading business transformation through technology solutions with primary focus on creating effective digital and automation strategies as well as delivering high value, innovative, business focused solutions with an emphasis on CX & EX.
Adriana Vasquez
Head of OpCX, Core
Adriana Vazquez is the Head of CX, Core Operations at Logitech, a multi-brand company that designs products and experiences that have an everyday place in people's lives. She is currently focused on operational performance and strategic initiatives across customer experience. With 16+ years of experience in various global business environments, Adriana has held positions at TeleTech, Dell, and the Federal Collection Bureau.
Sonja Carter
Senior Director, Engineering
Sonja Carter is Sr. Director of Engineering at Groupon, Inc. A wife and mother, she enjoys traveling and spending time with family. Originally from Chicago, IL, Sonja now resides in Charlotte, NC. At Groupon, Sonja is focused on building/supporting technology solutions supporting Groupon’s Global Service Organization and Sales.
Matt Owens
Technical Program Manager
Matt has led customer experience improvement and workflow automation initiatives at Uber, Snap, Groupon, and Netflix (and is a veteran of Zendesk’s very own Solution Architecture team). His current focus centers around technical integrations into Zendesk from other SaaS and internal applications. In his off time, Matt is an enthusiastic albeit mediocre golfer and reigning Iron Chef champion amongst his friends.
Netflix
Know your Zendesk
SESSION ONE
Meet Zendesk for service
Zendesk builds simple solutions for complex problems. But like most things, it’s only simple when you know how to use it. Whether you’re looking to get up and running quickly or completely customize your service solution, this one’s for you.
SESSION TWO
Meet Zendesk for sales
Providing great customer experiences doesn’t stop at service teams—your sales teams are an important part of the story. Learn how Zendesk Sell can help sales teams boost productivity, make data-driven decisions, and deliver exceptional customer experiences.
SESSION THREE
Introduction to Zendesk for employee experience
A lot of things have shifted online over the last few years—and so the need for seamless digital employee experiences has never been greater. Learn how Zendesk is making it easier for businesses to meet digital workforce needs with modern employee engagement solutions.
Wise words on customer experience
SESSION ONE
Designing a customer-first service organization
Embarking on a business transformation is no easy feat. In this session, Zendesk Advocacy leaders share their top tips and strategies for a steady path to success.
SESSION TWO
Five big bets for the future of CX
Technology has made some rapid and creative strides over the last few years. Some predicted, some pandemic. Adrian McDermott, Chief Technology Officer at Zendesk, dusts off his crystal ball to give us his five big predictions for the customer experience future.
SESSION THREE
How to scale a legendary experience
Today’s customer support values good relationships over fast transactions. Therefore, businesses must scale great service experiences alongside team growth and increasingly complex support operations. Experience Management for service teams has changed the game. Vasu Prathipati, CEO at MaestroQA, discusses how to leverage innovative analytics, quality assurance, and coaching strategy to increase customer experience satisfaction.
SESSION FOUR
The brand interaction gap
When someone interacts with your brand, it’s your opportunity to build trust, deliver value, and drive growth. But when you’re working at scale—and in an increasingly digital world—it gets harder to make every interaction count. That’s why automation strategies are vital in delivering personalized, on-demand service that keeps customers coming back. Michael Setticasi, VP Partnerships at Ada, uses the analysis of over a billion automated brand interactions to reveal his top three trends, and what we can learn from them. You’ll also meet Tile, who are combining Ada and Zendesk to supercharge their automation strategy.
What’s new
SESSION ONE
Deliver fast, personalized service at scale
Today’s customers expect seamless, omnichannel conversations that can be picked up and left off at any point. Make sure your teams are ready to support customers, wherever they reach out to. Learn more about Zendesk messaging and start providing fast, personalized service—every time.
SESSION TWO
Extend conversational experiences to your sales teams
To meet the expectations of today’s buyers, sales teams need to provide enjoyable conversational experiences. Join us as we investigate new innovations across Sell, including advanced reporting and new sales engagement tools, to keep your teams on top of their business.
SESSION THREE
Manage operations and adapt to disruptions, with Agent Workspace
No matter how big or small your service organization is, a solution for smoothly managing your operations is key. Find out how Zendesk can keep your customers and agents happy by managing agent availability, incoming requests, and agent activity insights.
SESSION FOUR
Scale with the power of Sunshine
Every business is unique. That’s why Zendesk builds unique solutions. Join us to learn about what’s new with the Sunshine platform, including SLA 3.0 and new security features.
