About The Event

How do you make Customers Happy? Customers expect instantaneous, personalized and consistent engagement across an increasing number of channels. Embracing these challenges and exceeding expectations is the new norm. We’ve brought together two organizations.

Zappos is widely known for their stellar support and hugely loyal customers.
Judson University, a liberal-arts school in Suburban Chicago, turned their support completely around from an environment where there was zero trust to near 100% “Awesome” ratings for all interactions.

Join us for an evening of networking and sharing with your peers at The Customer Happiness Tour: Chicago, where Erika Paman-Mercado from Zappos and Brent Richardson from Judson University will share their Secret Sauce for keeping customers happy and employees engaged.

Why Attend

Gain tactical ideas and insights to improve customer service

Meet and network with Chicago’s incredible leaders of great brands

Learn about emerging technology trends in customer support

Who Should Attend

If you lead a Customer Success, Customer Experience, or Customer Support organization or you run a company that puts a premium on exceptional customer experience, this event is for you.

Key Themes

How to take your support from reactive to proactive

How to engage employees to consistently exceed customer expectations

How to scale a customer service organization in the face of rapid growth, including hiring, training, and incenting the right behaviors

How to deliver on the promise of customer service to build trust and loyalty among your customer base


Erika Paman-Mercado

Customer Loyalty Operations Supervisor, Zappos.

Erika has been with Zappos for 8 years and is currently the lead link for Connections and Innovation with the Customer Loyalty Team (CLT). Erika started out as a CLT member on the phones and worked her way through with the Scheduling and STAT teams. After a stint with the Retail Operations department handling warehouse-related merchandising issues, she returned to CLT and oversaw The Learning Center (Quality and Training) and Special Ops (Workforce Management, Metrics, Forecasting and Planning). Prior to Zappos, Erika worked for a very corporate environment, so she absolutely loves coming to work every day in a relaxed environment, where she can express herself and inspire people to be the best version of themselves!

Brent Richardson

Assistant Vice President for Information Technologies, Judson University

Brent has been serving in the technology field since 1982, focusing his attention on technical solutions, business partnership and strategic planning. He has served a variety of organizations including IBM, Hewitt Associates (now Aon/Hewitt), TransUnion, and Apple Corporation. Brent has held positions such as Network Manager, IT team leader, IT infrastructure "architect," project manager, project coach/trainer, internal business consultant and client consultant. Brent is also a qualified instructor in both the Project Management Professionals (PMP) and Information Technology Infrastructure Library (ITIL) certification courses.

Dilawar Syed

President, North America Operations, Freshdesk

Dilawar heads the company’s North America operations, including sales, marketing, partner ecosystem and customer support. Prior to Freshdesk, Dilawar was CEO at Yonja Media Group, a social media company, and ran platform strategy and operations at Yahoo! Earlier, Dilawar led several product efforts at Siebel Systems and SAP. Active in entrepreneurship development and civic causes, Dilawar served on President Obama’s Advisory Commission on Asian Americans & Pacific Islanders. A history buff, Dilawar enjoys going on long hikes with his kids.


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  • Revolution Brewing
  • 2323 North Milwaukee Avenue,
  • Chicago, IL 60647,
  • United States
  • +1 214-468-8399