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The Future of CX Work

Watch to learn insights from leading brands on the top challenges
facing customer support in this unique global moment

  On-demand   •  Watch anywhere, anytime

Fireside chat:

Going Global: Shopify & Scaling Remote Support Teams in Ireland

John and Shane discuss scaling a global customer support team
and how that can help you drive customer advocacy and provide
best-in-class support.

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John Riordan

Director of Support

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Shane Nolan | Moderator

Global SVP, Consumer

Technology & Business Services


Sponsored by:

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Stacy Justino

Director of Customer Happiness 

Panel 1

The State of Customer
Support in 2020: 


Paul Simpson

Associate Director EU Sales & Service

Lauren Cowher Hill

Director of Global

Customer Experience

What initiatives has your team and organization undertaken to continue to build on the customer experience? When only 1 out of 10 customers contact support, 9 out of 10 customers stay silent. How do you use proactive support to unlock the voice of this silent majority and build brand advocates from your customers?

Watch to learn:

  • How to turn customers into brand advocates

  • Tips on moving from reactive to proactive support

  • Upcoming industry trends for 2020

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Ben Winn | Moderator

Founder at CS in Focus

Panel 2

Overcoming the Challenges of Remote Customer Support

Overnight, companies around the world have had to adapt to working from home. What does this mean for customer support teams, whose customers need their help now more than ever?


Watch to learn:

  • Tips on keeping agents motivated

  • Collaborative tools for remote teams​

  • KPIs to measure work from home performance

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Pam Dodrill

VP Customer Support & Success

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Inbal Namir

Director of Knowledge

Management Advisory 

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Kelley Cutforth

Director of Customer Service

Elisha Carsrud, VP of Gldobal Customer S

Elisha Carsrud | Moderator

VP Customer Success at CB4

Keynote Talk

Leading Support in a Fast-Paced Environment

Sponsor - IDA_Irieland_Mark_K_H [Recover

The creator of Wix Answers’ customer support platform shares his thoughts on how agile support departments are uniquely positioned to respond to unexpected challenges.

Elad Eran

General Manager

Watch on-demand

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