How do Google, SolarCity and other leading companies deliver a consistent, meaningful, relevant experience for their customers?
Today’s customers have higher expectations than ever, especially when it comes to customer service. They expect courteous, quick, relevant responses. Every interaction has the potential to further build trust and loyalty with your customers, or erode it. Companies must deliver exceptional experiences consistently to retain their customers. But how?
Joe DeMike, Head of Global CX Programs, Google Advertising and Commerce, will share how Google has developed world-class customer satisfaction in the tough-to-serve SMB market. He’ll share insights and learnings from Google’s Customer Experience Laboratory. You will also hear from a panel of CX leaders at other companies, including SolarCity, and have a chance to discuss challenges and share best practices with your peers.
Learn about innovative ways to improve and grow your customer service and support organizations
Network and mingle with leaders in the customer experience space from other leading companies
Hear practical, actionable advice and tips from the front lines of customer experience
Customer experience professionals who lead or manage customer service, success or experience teams will enjoy networking and sharing knowledge with peers in the CX space.
How to engage employees to consistently exceed customer expectations
Learn how to scale your customer service organization as your business grows and changes
Gain tips for delivering immediate, relevant and personal responses to customers
As the Head of Global CX Programs, Joe is a key leader in Google’s efforts to maintain the highest quality advertising and marketing products. In this role, he focuses on developing product, marketing, sales and service insights in order to improve customer journeys. In previous roles at Google, Joe has been a Marketing leader on the Brand Team, and worked on Google’s “Get Your Business Online” campaign. He was responsible for the Global AdWords Express product launch, and for testing and launching many other new advertising products.
Prior to joining Google in 2010, Joe founded and led a successful Content Marketing Agency. He was a Strategic Planner in the biotechnology industry at Genentech, Inc. He served as a U.S. Army officer for eight years, leading Soldiers in Baghdad, Iraq in the 1st Cavalry Division and 3rd Infantry Division. Joe has an MBA in marketing from The Wharton School of Business. He earned a bachelor's degree in engineering from the U.S. Military Academy at West Point, and is a recipient of the Bronze Star.
As Vice President of Marketing, Jill works with Freshdesk’s Product and Marketing teams to ensure that our products continue to “Wow!” our customers. Jill brings to Freshdesk over 15 years of product management, product marketing and technology consulting experience. She has led successful SaaS, mobile and enterprise product releases at Adobe and Siebel Systems, including the launch of Adobe’s Creative Cloud. She spends her free time hiking, playing soccer, and building crazy LEGO structures with her kids.
Having started from a front line customer service position at SolarCity, Stephanie has a unique perspective and an intimate understanding of the customer experience, which has helped her hire, train, develop and support her customer care organization. She is passionate about the customer, and will provide practical learnings and key insights on how to build and grow a world class customer service organization. Stephanie will discuss how SolarCity works to instill a culture of customer service with its employees.
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