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. Two Dallas based brands continue to AMAZE!

Freeman has received the JD Powers award for Outstanding Customer Service 5 years in a row.
Southwest, a self-described “Customer Service company that happens to fly airplanes,“ continues to set the standard for Customer LUV.

Join us for The Customer Happiness Tour: Dallas , where Trace Symonds, Senior Manager of Customer Success at Freeman and Chris Robbins, Senior Program Lead for Southwest Airlines University 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 Dallas’ 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


Chris Robbins

Senior Program Lead, Southwest Airlines University.

Chris has been with Southwest Airlines since 1995, and has been involved in learning and development for over 30 years. At Southwest, Chris’ focus on consistent training around Hospitality and Customer Service along with the professional development of the University’s Instructors and Staff demonstrates the company’s commitment to Employees and Customers alike.

He is passionate about Employee Engagement, Talent Development, and coaching people to achieve their full potential.

Trace Symonds

Senior Manager, Customer Success, Freeman

Trace joined Freeman in 2012 and brings with him over twenty-five years of training and development experience. He has previously worked with companies that include the American Heart Association, Disney Institute, Prudential Corporation Asia (Hong Kong) and Allstate Insurance. Today, he and his Customer Success Team work alongside Freeman Account Executives, Designers and Production staff and Freeman Customers, to provide training and business process support for all event types that Freeman produces. This includes all software applications, business processes and new initiatives.

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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It was awesome!! Thank you for the takeaways!

Erika Paman-Mercado

Informative, open, transparent and useful.

Eddie Santillan


  • Hotel ZaZa
  • 2332 Leonard St,
  • Dallas, TX 75201,
  • United States
  • +1 214-468-8399