In today’s digital world, the rules of user engagement have changed dramatically as the demand for instantaneous, personalized and effective customer service has become the new standard of care.
Search, web, phone, social and mobile interaction have created the expectation that if a customer is unhappy for any reason, their problems can and should be addressed and resolved by support as quickly as their transaction time. And, more than any other customer touch point, your support interactions are your best chance to directly interact with a customer as a problem solver whereby you can most quickly gain (or lose) trust.
How can today’s fast growth and agile businesses deliver the most effective customer service possible while capitalizing on every opportunity to drive customer engagement and happiness? One company that has figured it out is Harry’s, one of the fast growing companies in the $6.1 billion men’s grooming market. How did Harry’s break the mold to become a customer service leader in a crowded field rife with aggressive competition?
At The Customer Happiness Tour: NYC hosted by Freshdesk, you will have the opportunity to hear directly from Jeff Raider, Co-founder, Co-CEO, Harry’s as he talks about the art and science of delivering exceptional customer service. You will also be able to interact with other customer service leaders, like yourself, to share ideas and perspectives.
Meet and network with Dallas’ incredible leaders of great brands
Gain tactical ideas and insights to improve customer service
Learn about emerging technology trends in customer support
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.
How to scale your customer service organization in the face of rapid growth
How to deliver on the promise of customer service to build trust and loyalty
How you do you better leverage social and mobile to provide best in class customer service
How do you successfully train your teams to provide effective omnichannel support
Jeff likes to improve people's daily lives in small ways by building brands that offer them high quality products at accessible prices. Jeff is currently the co-founder and co-CEO of Harry's, a new brand of high-quality men’s shaving and grooming products sold directly to consumers. Jeff is also a co-founder of Warby Parker, a brand offering designer-like eyewear at a revolutionary price while leading the way for socially conscious businesses. Before starting his own businesses, Jeff was a Senior Associate at private equity firm Charlesbank Capital Partners, and also worked at Bain & Company. Jeff graduated from The Johns Hopkins University with a BA in International Studies and earned a Masters in International Affairs from The Johns Hopkins Paul H. Nitze School of Advanced International Studies. He also has an MBA from Wharton Business School. Jeff currently lives in lower Manhattan with his wife and young son and daughter.
Dilawar runs Freshdesk’s US business and drives the company’s sales, marketing, customer success, and partnership efforts. Dilawar’s career spans enterprise software as well as consumer web. Prior to joining Freshdesk, Dilawar led a transformation effort as CEO at Yonja Media, an emerging markets social media company. Previously, as head of strategy and operations for Yahoo's Platform Division, Dilawar drove the adoption of platforms across the Yahoo network and developer community. Dilawar has also held product management roles in enterprise software. He helped launched SAP's CRM solution and grew Siebel System’s nascent platform products to a multi-million dollar business globally. Dilawar has played a leadership role in civic efforts globally. In 2010, President Obama appointed Dilawar to the President’s Advisory Commission on Asian Americans. As Commissioner, Dilawar has led outreach with entrepreneurs across the country on behalf of the White House on efforts such as access to capital, patent reform and open data. Dilawar holds an MBA from The Wharton School of the University of Pennsylvania and a BA from the University of Texas at Austin.
Anna Elwood is the Vice President of Operations at ZocDoc, where she oversees our service delivery teams across three office locations. With a passion for people, Anna spends her time at ZocDoc maintaining an award-winning customer service team that she built from the ground up.
Her teams focus on creating a seamless healthcare experience for ZocDoc’s patients and doctors, maintaining ZocDoc’s high customer satisfaction scores and resetting expectations for healthcare service. She values strong hiring and training, fast and thorough execution, close collaboration across departments, and creative problem solving.
Anna was one of ZocDoc’s earliest employees, joining the company after working for Apple, where she focused on customer service and training in technology. Anna also has a background in the arts, education and non-profit sectors. She received a Master’s in Fine Arts from Pennsylvania State University and a Bachelor’s in Fine Arts, with a double major in Literature, from Adelphi University.
Originally from the Berkshires in Massachusetts, Anna enjoys the outdoors, brewing beer, and spending time with her wife and son.
Brian Cervino is the Community Manager at Trello, where he works with the support team and the marketing department to provide inbound and outbound customer service and support. He aims to communicate and maintain personal contact with the user base at all potential intersections. With the right set of tools, skills and empowerment, he believes that a support team can be small, nimble and able to provide a top-tier level of support that is on par with teams much greater in size.
Brian got his initial experience working in customer support not in the tech industry, but in public libraries, though a passion for gadgets, apps and tech made the transition to Trello an easy one. Brian also has a background in music, both in performance and publishing and has had many of his songs featured in commercials, shows and films around the world. He has a Bachelor's in Humanities from Thomas Edison State College as well as an Associate's in both audio engineering and MIDI production.
Now living in Greenpoint, Brooklyn, Brian enjoys roasting coffee, brewing beer and writing music when not tied to the support inbox.
Charles Cooper is the Assistant Director of Information Technology at Lesley University and has been with the institution for 11 years. He is responsible for overseeing all aspects of technology support services, which encompass; classroom and lab support, administrative end user support, asset management, and strategic planning. A recipient of Lesley University’s 2013 “Impact Award” he was recognized by the University President for his contributions to the institution including most recently insourcing the help desk and call center functions of Information Technology. Charles is a graduate of Hesser College, now Mount Washington Community College, and an adult learner in the management program at Lesley University. His experience spans working in healthcare IT, higher ed recruitment, and corporate retail.
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