This week, Relate Live comes to San Francisco. Over 500 customer service leaders and innovators will unite to push the customer experience envelope. We’re exploring new ideas in customer relationship building—from storytelling workshops to machine learning.
If you can't be there in person, you can join the conversation on Twitter (use the hashtag #RelateLive) and watch our live stream of the keynote sessions, starting with our opening keynotes on Wednesday at 9:00 a.m. PT (16:00 GMT).
From all the talks, three important customer service trends have emerged for leaders in 2016 and beyond:
A focus on long-term customer relationships: Business models, consumer expectations, and technologies are evolving. The best brands are making the transition from transaction-based interactions to ongoing customer relationships. Mikkel Svane, CEO of Zendesk will reveal how this transformation is reshaping the future of customer service, and what you can do to build customer loyalty for the long haul.
Investing in conscious consumerism: Globally, 91% of consumers are likely to switch brands to one associated with a good cause. Many customers believe businesses must go beyond the bottom line to make the world a better place. Tiffany Apczynski, VP Public Policy and Social Impact at Zendesk will discuss the rise of the conscious consumer and its impact on customer service. Corporate Social Responsibility (CSR) is one way today's customers view the trustworthiness of an organization.
Strategizing for the promoter economy: Thanks to the popularity of Twitter as a customer service channel, customers now head to social media to praise—or complain—about brand experiences. Veronica Belmont, Engadget host and startup advisor, will speak about how brands can use empathy, responsiveness, and honesty in social media support to make fans, even in moments of failure. This can have a huge business impact when those fans share their positive brand experiences with millions of people online.
In addition, there will be 30+ unique sessions and 40+ industry speakers including Tom Lee, CEO of One Medical, Marvin Storey, Director of Service Operations for Samsung, and Bridget Russo, CMO for Shinola Detroit on how to better connect with customers.
Remember, if you aren't able to join us for Relate Live, we'll be live streaming the keynote talks.