june 17, 2021 | virtual

Freshworks Industry Roadshow

CUSTOMER SERVICE EDITION

Learn about the trends impacting Customer Service and explore how Freshworks is helping organization around the globe rise to the challenges companies are facing today with a focus on delight made easy.

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Freshworks Industry Roadshow: Customer Service Edition

Join us for the 2nd North American Freshworks Industry Roadshow!  This virtual experience gives you exclusive access to keynotes with  Executives, Analysts, and Industry Experts.

Who Should Attend?

Whether your goal is Digital Transformation, streamlining customer interactions or simply looking for a fresh approach to customer service, we have a great day of personalized content for you.

New To Freshworks

Discover and learn how your organization can take the Customer Service to the next level.

Current Customers

Explore our latest and greatest innovations and see how we can help you unlock more business value.

Thought Provoking Content Created and Delivered by Experts

In one jam-packed morning, here's what's in store:

Get exclusive insights

Get your questions answered by executives, product and industry experts.

Learn from our customers

Hear first-hand from our customers and how they’ve achieved breakthrough results.

Network with your peers and experts

See what the Freshworks community is all about.

Take the next step with Freshworks

Discover how we’ve helped transform customer interactions into ‘moments of wow’.

Meet Our Speakers

Alan Berkson

Global Director,
Community Outreach & Analyst Relations
Freshworks

Mukesh Mirchandani

Vice President,
Global Field Solution Engineering
Freshworks

Stacey Epstein

Chief Marketing Officer
Freshworks

Shep Hyken

Customer Support Expert & New York Times Best-Selling Author

Kate Leggett

Vice President, Principal Analyst
Forrester

Gabe Chabot

Communications and Technology Lead
Santa Energy Corporation

Alex Richards

Director of Partnerships &
Business Development
Medallia

Chris Leaverton

Senior Product Manager, Customer Experience Platform
StubHub

Agenda

*All times are listed in Pacific Time

9:00 AM

Welcome & Agenda with Freshworks

9:10 AM

Innovation Keynote: A Human Centric Approach to Customer Service

Mukesh Mirchandani, Vice President, Global Field Solution Engineering | Freshworks

Today's customers are informed and empowered. They expect businesses to understand their needs and engage with them on their terms. Empathy is no longer an optional ingredient when engaging with today's customers; its table stakes. Join Mukesh for this keynote, as he explores Empathy and Human Centricity as foundational concepts when designing your customer experiences.

9:35 AM

How CX Drives Relationship and Revenue

Kate Leggett, Vice President, Principal Analyst | Forrester

Each of your customers were uniquely impacted by the pandemic. Customer service organizations became a lifeline to customers looking for help and advice. Sales organizations became more focused on nurturing customers to preserve and grow their value. Companies are investing in modern CX technologies in 2021 to make workers more effective and efficient. However, prepare to upskill your front-office staff as work becomes increasingly automated.

10:00 AM

Break & Network

10:10 AM

Technology Upgrades for Automation

Chris Leaverton, Senior Product Manager, Customer Experience Platform | StubHub

Learn how StubHub upgraded their previous customer service systems to enhance automation and downtime so that they can refocus on other areas of their business.

10:30 AM

An Opportunity for Growth and Partnership

Gabe Chabot, Communications and Technology Lead | Santa Energy Corporation

Freshworks products offer any company the visibility into your customer experience and sales procedures that would otherwise be hidden. It becomes difficult, if not impossible, to make strategic adjustments when working off email chains, sticky notes and anecdotes. Along with your partners at Freshworks and the crisp products available, you can see tangible figures and gaps to help drive improvements. The customers experience a more streamlined company, and you then receive real data to work with as an organization. Through each hurdle you face as a company during the improvement process, you have assistance from some of the best in the industry with the Freshworks team.

10:50 AM

Delight, Made Easy: Tips for Nurturing Loyal Customers and Advocates

Shep Hyken, Customer Support Expert & New York Times Best-Selling Author
Alan Berkson, Global Director, Community Outreach & Analyst Relations | Freshworks

Shep and Alan will discuss what it means to delight your customers and actionable steps to easily build this into your strategy for customer engagement. They will explore some building blocks for eliminating friction and frustration, and giving customers more control of their experience. Delight is attainable, and it's easier than you think.

11:20 AM

Break & Networking

11:30 AM

Humanizing the Customer Service Experience

Alex Richards, Director of Partnerships & Business Development | Medallia
Gabe Chabot, Communications and Technology Lead | Santa Energy Corporation
Shep Hyken, Customer Support Expert & New York Times Best-Selling Author
Alan Berkson, Global Director, Community Outreach & Analyst Relations | Freshworks

Alan Berkson moderates a panel discussing the current landscape of the customer service industry, the necessity of empathy to better both customer and employee experiences, their insights on the most impactful changes they have seen, and their vision for the future.

12:00 pM

Closing Remarks with Freshworks

Stacey Epstein, Chief Marketing Officer | Freshworks

Join Stacey Epstein, CMO of Freshworks, as she wraps up the event and discusses how Freshworks can help you delight your customers.

12:10 PM

Lunch, Game & Networking

1:00 PM

Event Concludes

Freshworks Industry Roadshow

june 17, 2021 | virtual

join now

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