About The Event

How do leading companies such as Amazon 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?

Hear Gabriele Masili, Global Director, Digital & Device Customer Service, Amazon, discuss how Amazon continuously strives to exceed customer expectations and maximize the customer experience. He currently leads the worldwide tech support and customer service teams which support Amazon's customers on their digital products, like Amazon Instant Video and Prime Instant Video, and devices, like Kindle e-readers, Fire tablets, Amazon echo and Amazon dash.

Don’t miss your opportunity to meet and network with other CX leaders at this exclusive thought leadership event!

Why Attend

Get inspired, gain fresh insights and challenge assumptions at this unique solution focused event.

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

Who Should Attend

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.

Key Themes

Hear about strategies for managing the customer experience in an increasingly challenging business environment

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


Gabriele Masili

Global Director, Digital & Device Customer Service, Amazon

Gabriele leads the worldwide tech support and customer service teams supporting Amazon's customers with their digital products, like Amazon Video and Prime Music, and devices, like Kindle e-readers, Fire tablets and TVs, Amazon echo and Amazon dash. He joined Amazon five years ago in Europe, where he built their CS for Italy, Spain and The Netherlands, and led their French CS. He also created Amazon's Global Customer Advocacy Network, an innovative support model serving customers through a virtual social community, based on distributed peer-to-peer relationships between CS agents.

With 20 years of strategic business leadership, in environments spacing from customer service, tech support and e-commerce to outsourcing and software engineering, Gabriele’s multifaceted experience proved to be especially effective to lead teams of thousands across different geographies and cultures, building innovative solutions with the ultimate goal of increasing customers' and employees' satisfaction. Before Amazon, he managed TS and CS European outsourced operations for clients like Dell, HP, Samsung, Expedia and Whirlpool.

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.


We hope to see you in Westchester for this one of a kind Thought Leadership Event! Grab your seats soon!

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  • Amazon New Campus
  • 2021 7th Avenue
  • Seattle, WA 98121
  • United States