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  • 8:00am - 9:00am Breakfast
  • 9:00am - 9:10am Opening remarks Join us as we kick off Relate Live 2017. Over the next two days, we'll explore the crossroads of trust, humanity, and the customer experience. Sarah Stealey ReedEditor of Relate
  • 9:10am - 9:40am Trust in simplicity Customer experiences are made intentionally complex. This complexity is an illusion, designed to get customers to do all the work. As CX leaders, it's time for us to take on the burden of complexity and deliver simplicity to our customers. Doing so builds greater trust at a time when trust is in crisis.

    In his keynote, Mikkel will explore key principles for delivering simple experiences. By putting your customers’ needs before your organizational demands, you build trust and strengthen the relationships that matter the most to your business.
    Mikkel SvaneFounder & CEO, Zendesk
  • 9:40am - 10:10am Key trends for 2018 Customer expectations are changing faster than ever. Maxwell Luthy will share the key consumer trends to have on your radar in 2018 to help your business thrive. From the implications of A-commerce (as epic as they are wide-ranging), to the new rules of internal culture in the era of Glass Box Brands, find out how you can serve the customer of the future. Maxwell LuthyDirector of Trends & Insights, TrendWatching
  • 10:10am - 10:30am Fireside chat: creating trustworthy relationships Fireside chat with Mikkel Svane, Founder & CEO, Zendesk and Maxwell Luthy, Director of Trends & Insights, TrendWatching
  • 10:30am - 11:00am Networking break
  • 11:00am - 11:55am What if I say the wrong thing? Interrupting bias in ourselves and others Vernā Myers rose out of Baltimore’s working class to become a Harvard-trained lawyer, entrepreneur, author and cultural innovator. Her dynamic, laugh-out-loud speeches inspire audiences to go further — to move beyond leveling the playing field to create a new field altogether — and empower people of all backgrounds to contribute at their highest levels. Vernā MyersDiversity & Inclusion Expert
  • 11:55am - 12:45pm I see you: The power of human connection Leon Logothetis, author and filmmaker, once traveled the world with human trust as his only currency. With no money and no plan he relied on the kindness of strangers to survive. Leon believes that the true magic of humanity lies in our capacity to connect and to trust. And in our current climate of distrust and isolation, we need that renewed faith more than ever—in our neighbors, our colleagues, and and our companies. See how Leon cultivated trust in the most unlikely places, and learn how to build trust-based relationships in your own life. Leon LogothetisHost of The Kindness Diaries on Netflix
  • 12:45pm - 2:00pm Lunch
  • 2:00pm - 2:45pm The art of listening, and how to ask the right questions to create connections Many people think they're good listeners, but few people actually are. In this session, Scott Whitehair of Chicago Story Lab will break down the art of listening well and explain what it means to really hear someone. Drawing on his extensive storytelling background and experience coaching teams to use narrative techniques in the workplace, Scott will demonstrate how listening, using empathy, and asking the right questions can help create meaningful connections, quickly. Scott WhitehairStoryteller & Producer Bye employee engagement, hello human intelligence The most successful businesses are those that build long lasting relationships with their customers—the same goes for organizations that build deep relationships with their employees. Meredith Haberfield, Co-founder of ThinkHuman, will share insights on how to develop an HQ (human intelligence) within your organization, why you can’t outsource culture, and how companies like Soul Cycle and Wegmans are winning at employee relationships. Meredith HaberfeldCEO, ThinkHuman The CX leader's secret weapon: support tools teams Learn how innovative support organizations use support tooling teams to deliver better customer experiences and help make their agents more efficient. Hear how and when these companies decided they needed a support tools team, what the teams work on, how they are structured, what their impact has been so far, and how to develop a business case to create your own.

    Moderated by: Douglas Hanna, GM, Developer Platform at Zendesk.

    Panel members:

    • Eric Clay, Product Solutions Manager, Squarespace
    • Dominic Pasta , Senior Manager, Global Ops Technology, Groupon
    • Jason Ellis , Manager, Customer Experience Innovations, Datto
  • 2:45pm - 3:15pm Networking break
  • 3:15pm - 4:00pm Emotional Intelligence in a time of Artificial Intelligence The more we adopt artificial intelligence, the more important it becomes to develop our emotional intelligence. One way to do that is through digital detoxing. Less than saying no to our devices, digital detoxing is about having a healthier and more productive relationship with technology. In this session, Martin will explore the idea that digital is about people—not technology—and will share ways and times that we can plug in, or tune out, to have healthier relationships. Martin TalksFounder of Digital Detoxing Don't just build a bot: designing humanity into AI customer experiences Smart conversation tools like bots are helping businesses be more efficient and pro-active when communicating with customers, employees, and prospects. But how do we ensure that a rise in efficiency doesn't equate with a lack in humanity? This panel, moderated by Andrew Caravella, Vice President, Strategy & Brand Engagement at Sprout Social, will share insights in building human first AI experiences.

    Panel members:

    Create a culture that shapes positive relationships Culture is the compass that guides our key relationships at work. It shapes relationships between employees and customers, coworkers, leaders, and even the brands we represent. Experience three essential elements that leading companies (including Zendesk) use to develop customer-focused cultures. This fast-paced presentation incorporates a blend of hands-on activities, examples from top companies, and cutting-edge research to help participants generate ideas to implement in their own organizations. Jeff ToisterPresident, Toister Performance Solutions
  • 4:00pm - 4:30pm Networking break
  • 4:30pm - 5:15pm How the best brands build trust and credibility with Millennials The Millennial generation surpasses all other generations as the largest workforce population, and by 2025 they will account for 75% of the global workforce. Their purchasing power is undeniable and yet, they can be a tough customer to crack! One of the defining elements of the Millennial customer is their need to trust the brand they’re purchasing from. In this session participants will learn why the Millennial customer is so important, what brands are “trust titans,” how they do it, and how your organization can build credibility among this generation too. Matt HarringtonGrowing Millennial Leadership The complicated relationship between marketing and customer service Moderated by Erica Marois, Community Strategist, UBM

    Panel members:
    Empathy as a tool for design In this interactive session with Rachel Ginsberg of Empathy Lab, she'll provide quick tools to connect with other people in meaningful ways. Rachel will demonstrate exercises to design better experiences and build better relationships with your customers and colleagues back home. You'll learn how to create an empathetic space and realize the power of the question, "Why?" You'll even meet someone new—we promise. Rachel GinsbergPrincipal, Branding for Experience
  • 5:15pm - 7:00pm Relate Live party
  • 8:00am - 9:00am Breakfast Zendesk product roadmap Grab breakfast and join us for a casual morning chat as our panel explores trends in technology and customer service. We’ll discuss Zendesk's product plans in the areas of omnichannel experiences, self-service, and customer intelligence, and explore customer service innovations that'll help you grow your business. Astha MalikVP of Product Marketing
  • 9:00am - 9:10am Opening remarks Join us as we kick off day two of Relate Live NYC. Today we'll continue our conversations around trust, humanity, and the customer experience. Sarah Stealey Reed Editor of Relate
  • 9:05am - 9:50am How to be curious We’re living in weird times, when people prefer instant judgment to curiosity. In this brand new talk, gonzo journalist Jon Ronson proves why curiosity is always best. He pinpoints the moments that curiosity allowed his biases and judgments to melt away. From the chat with a soldier in Hawaii that led to The Men Who Stare at Goats to his newest adventure—The Butterfly Effect—an enchanting journey into the world of adult entertainment. We should all become more curious people. Jon RonsonAuthor & Filmmaker
  • 9:50am - 10:30am The future of customer experience As customers demand more transparency, responsiveness, and personalization, (re)gaining consumer trust requires businesses to adopt new forms of engagement. Zendesk's President of Products, Adrian McDermott explores what the future of customer experience has in store—omnichannel interactions, effortless self-service, artificial intelligence, proactive engagement, and more. Adrian McDermottPresident of Products, Zendesk
  • 10:30am - 11:00am The future of customer service According to Edelman's 2017 Trust Barometer, trust among consumers is at a five year low. But hope is not lost! Businesses can bounce back from this crisis by leveraging the power of their support agents—the frontline. Tiffany Apczynski, Zendesk’s Vice President of Social Impact will show how Zendesk’s community-driven company culture has led to trustworthy and authentic relationships with customers. Alongside Drexel University professor Daniel Korschun, she will share recent research correlating a community-driven culture to advocate satisfaction to external customer satisfaction ratings. Tiffany Apczynski VP of Public Policy, Zendesk
  • 11:05am - 11:30am Networking break
  • 11:30am - 1:00pm Workshops
  • - Customer Service Solved: experts answer your hardest question Whether you're a big company or small, customer experience is at the heart of customer service. And wherever you are in your organization's evolution, there are always opportunities to improve. But where do you start? You come to CX Solved.

    In this hands-on workshop, you will:
    • See how successful companies transform the way they deliver customer support
    • Use interactive games to plan your support roadmap for channels, tools, and strategies
    • Zero in on your priorities and learn how to enlist support from your team and executives
    Whether you're a scrappy startup, farther along looking to scale, or cementing your position as an industry leader, we'll help you highlight opportunities you may have missed, and leave with concrete takeaways to help your organization rise to the CX next level.
    Dave DysonSr. Customer Service Evangelist, Zendesk
    Customer journey mapping If customer loyalty is one of your strategic metrics, think about how hard you make customers work. This 90-minute hands-on workshop will provide you with the tools to evaluate–and then minimize–your customers’ effort. Zendesk's VP of Customer Success, Sary Stefanki and Director of Customer Success, Roshni Sondhi will co-present. Sary Stefanki & Roshni Sondhi
  • - Navigating conflict to build strong relationships at work Every day at work we navigate competing interests, clashing personalities, and fragile egos. We want strong relationships with clients, coworkers, and employees but that’s not always easy, especially when time is tight and resources are limited. So how can you deal with disagreements in a professional and productive way, that improves both your work and your relationships? In this workshop, Amy Gallo, contributing editor at Harvard Business Review and author of HBR Guide to Dealing with Conflict, combines management research and practical insights to provide a straightforward process for navigating uncomfortable situations. You’ll learn how to identify the most common sources of conflict, assess your relationships, prepare for and engage in difficult conversations, manage your emotions, and develop a collaborative resolution. Amy E. GalloAuthor & Speaker, Harvard Business Review The Pivot Method The only move that matters is your next one. This is the concept behind Jenny Blake's PIVOT workshop, in which she'll walk you through the 4-step process of The Pivot Method, which promotes change by focusing on what's already working in your career or life, and helps identify small moves you can make to begin moving in a new direction. This method can be applied to your personal career development or be used as a coaching tool to help develop the people who report to you. Jenny BlakeAuthor & Career strategist
  • 1:00pm - 2:00pm Lunch Talkdesk sponsored
    lunch & learn
  • 2:00pm - 2:45pm How companies help customers lead healthier, wealthier, wiser lives We've all heard it before: customers remember the way we make them feel. So what if your company could help your customers to feel healthier, wealthier, and wiser? What do you think might happen? Join marketing maven Tara-Nicholle Nelson, author of "The Transformational Consumer", to learn why and how appealing to customers' desire for personal growth can fuel a lifelong love affair with your brand. In this panel discussion, Tara will share insights from her research and facilitate a conversation with companies who work to continually improve their customers' lives, earning something of a cult following in the process.

    Moderated by: Tara-Nicholle Nelson, Founder and CEO, Transformational Consumer Insights.

    Panel members:

    • Caroline Bechtel, Program Manager at Pinterest
    • Olivia June, Founder & CEO at VINA
    • Colleen Quinn, Director, Customer Operations at Birchbox
    • Brad Greenawalt, Director of Member Lifecycle and Loyalty at Peloton Cycle
    Designing customer experiences in the age of hyper-realtime Christine TodorovichPrincipal Design Director, frog Drive customer trust through VOC programs It's critical to know what your customers are doing and why. This insight requires you to measure the voice of the customer and integrate it into a continuous cycle of feedback. Sounds fun, doesn't it? Miro Ro and Michael Martello from Venmo join Tom Toivonen, CEO at Surveypal, to show how to build actionable, company-wide VOC programs.

    By improving the most critical aspects of the customer experience, you're one step closer to building trustfulness in customer relationships.

  • 2:45pm - 3:15pm Networking break
  • 3:15pm - 4:00pm ASK ME ANYTHING with Zendesk CEO, Mikkel Svane
  • 4:00pm - 5:00pm Beyond Shark Tank: The Daymond John story We are wrapping up Relate Live NYC with a Shark Tank party! Join Daymond John, "the people's Shark", as he shares his entrepreneurial story. No matter who you are and what you do, Daymond's advice will help you make positive changes in work and life. He'll talk trust, he'll talk customer experience, and he'll talk authenticity. And we'll have a lot of fun celebrating Relate Live NYC. Daymond JohnCo-Star and Investor on Shark Tank
  • 8:00am - 9:00am Breakfast
  • 9:00am - 5:00pm Zendesk Training Day Ready for more Zendesk? After the main conference, join our team of experts for an optional Zendesk Training day. This full day of deep-dive product training and hands-on exercises will enhance your Zendesk Admin skills. All sessions are interactive (and pretty fun). They'll include demos, hands-on exercises, and lots of Q&A. You’ll receive your own copy of all the training materials. Choose from one of two tracks: 101- Beginner Admins or 201- Experienced Admins. (These sessions are perfect for Zendesk Admins, and contact center team leads and supervisors.) PS: Don't forget your laptop!
  • - 101 Beginning Admin Track
    • 9-9:15: Introduction
    • 9:15-10:15: Zendesk Fundamentals
    • 10:15-10:25: Break
    • 10:25-11:15: User Management: Add, Edit and Manage Customers and Staff
    • 11:15-12:15: Ticket Workflow Enhancements: Macros, Views, and Ticket Fields
    • 12:15-1:00: Lunch
    • 1:00-1:15: Post-lunch activity
    • 1:15-2:20: Business Rules: Schedules, Triggers, Automations
    • 2:20-3:05: Ticket Deflection Strategies
    • 3:05-3:15: Break
    • 3:15-4: Measure your Success: Intro to Analytics
    • 4-4:45: Deep Dive discussions
    • 4:45-5: Wrap-up and Resources
    201 Experienced Admin Track
    • 9-9:30: Introduction: Define Your Goals
    • 9:30-10:20: Manage Users with Groups and Custom Roles
    • 10:20-10:30: Break
    • 10:30-11:20: Build Ticket Workflows that Optimize Triggers, Automations and Views Part 1
    • 11:20-11:30: Break
    • 11:30-12:45: Build Ticket Workflows that Optimize Triggers, Automations and Views Part 2
    • 12:45-1:45: Lunch
    • 1:45-2:00: Post-lunch activity
    • 2:00-3:00: QA Your Ticket Workflows
    • 3:00-3:45: Secure Your Zendesk with Team Permissions
    • 3:45-4:00: Break
    • 4:00-4:45: Open Work Session
    • 4:45-5:00: Wrap-up and resources
  • 9:00am - 5:00pm Product Workshops We tried to cover everything at the Relate Live main event, but we expect you want more! Our optional product workshops are special practitioner sessions focused on the Zendesk product communities. Don’t have chat yet? Struggling with self-service? Not sure how to integrate phone? Confused with customer analytics? Don’t worry! Each three hour workshop is filled with product overviews, customer case studies, interactive Q&A, and expert conversations on how to design, rollout, and measure everything you need for better customer support. We’re even throwing in a couple “lunch and learns” to whet your appetite even more. (These sessions are perfect for contact center leaders, directors, managers, and anyone wanting to know more about the Zendesk products.) PS: Don't forget your laptop!
  • 9:00am - 12:15pm Workshop 1: Evolve and integrate phone support with Zendesk Talk Integrated phone support isn’t impossible! Learn why you need integrated phone support for a true omnichannel experience. Our experts will walk you through Zendesk Talk, text as a support channel, and some advanced omnichannel phone options you haven’t thought of yet. Workshop 2: Scaling self-service with Zendesk Guide Self-service is one of the most effective ways to improve CX and scale service. This session will cover strategies around design to reduce customer effort, knowledge centered support (KCS), and in-context content for customers. You’ll also learn nifty things, like: using AI bots, industry benchmarking, and agent empowerment through better performance metrics.
  • 12:15pm - 1:30pm Lunch & Learn 1: Designing proactive customer experiences with Zendesk Connect Today’s consumers expect their interactions with brands to be instant and personalized. This lunch & learn will show you how to leverage customer activity to successfully create proactive experiences. You’ll soon be able to prove the impact of proactive experiences on customer behavior, and improve key business metrics such as conversion and retention. Lunch & Learn 2: Extend Zendesk with the Developer Platform Want to learn how New Balance, Venmo, Slack, Dollar Shave Club, and other innovative Zendesk customers use our Developer Platform to offer better customer experiences and help their agents be more efficient? If so, this Lunch & Learn is for you. You'll see real life customer examples to help show you what's possible with the Zendesk Developer Platform. And don't worry, no particular technical skills required.
  • 1:45pm - 5:00pm Workshop 3: Deploy and maximize Zendesk Chat for your organization The benefits of chat are clear, but the path to successfully deploying chat can be challenging. We’ll give you everything you need to prepare agents and customers for chat as a channel. We’ll also equip you with metrics and help you decide when and where to deploy Chat and Message. Workshop 4: Zendesk reporting: from support analytics to customer analytics You know it, and we know it too: how we measure CX has to evolve. There’s so much data coming from so many sources that the responsibility of understanding CX no longer lies within one team; it is the role of every team within your organization. Data silos need to broken down and all teams need a centralized place to understand and learn about their customers. We’ll show you how.
  • 9:00am - 5:00pm Zendesk Certification - Oct. 25th & 26th Feeling ready to test your knowledge of Zendesk Support? After the main conference, join our certification team for an optional sitting of the Zendesk Support Administrator certification exam. Exam seating will be offered at 9:00am, 11:00am and 1:00pm on the 8th floor of the Metropolitan Pavilion on both Wednesday, October 25th and Thursday, October 26th. You can learn more about the certification in our FAQ. PS: Don't forget your laptop!