APRIL 25 & 26 SAN FRANCISCO, CA.

The New Era
of Customer Heroes

Join us and a community of customer-centric peers at Opentalk 2017 for two
full days of thought-provoking content and interactive learning.
GET TICKETS

Join

1,000 Customer
Experience Leaders

Learn

100 Influential
Speakers

Socialize

One Interactive
Lounge & Expo

Why Opentalk?

Opentalk is a revolutionary event designed to discuss and reshape current trends in customer communication. The show brings together employees from different functions of customer experience who believe in real-time communication as the only way to provide superior customer experience.

Opentalk is designed to foster conversations among business leaders and contact center agents who find themselves managing evolving customer expectations. This year’s interactive show will focus on today’s most pressing customer service topics: the use of bots, omnichannel vs. multichannel support, improving CSAT and driving revenue through customer loyalty. Join us at Opentalk 2017 to add your voice to the conversation.

Who Can You Expect?

8%

Founders

30%

C-Suite

22%

Directors, VPs

40%

Managers

Influential Speakers

Tiago Paiva

Founder & CEO,
Talkdesk

Gadi Shamia

COO, Talkdesk

Ali Rayl

Director, Customer Experience, Slack

Jeff Lawson

CEO, Twilio

Steve Johnson

VP, Design, Netflix

Sejal Monterroso

VP, Customer Success, Zoosk

Scott Kennedy

President, Financial
and Retail Services,
Target

Kalpana
Chandrasekhar

VP, Customer Experience,
HotelTonight

Opentalk Schedule

April 25

8:00 AM

Doors Open & Breakfast

9:00 AM

Welcome to Opentalk Summit 2017
“Where We’ve Been and Where We Are Going”

Tiago Paiva

Founder & CEO,
Talkdesk

Gadi Shamia

COO, Talkdesk

10:20 AM

Coffee Break

10:35 AM

Keynote: Guest-Centricity and the Drive to Be Heroic

Data gives us all the ability to know our customers better than ever. But turning insights into a beloved customer experience takes more than knowing. At Target, service centers play a critical role – acting as guest advocates within the organization, prioritizing prevention to minimize the need for service recovery and working tirelessly to drive ease and inspiration throughout the guest experience.

Scott Kennedy

President, Financial
and Retail Services,
Target

11:00 AM

Retail Customer Support: Big Box vs. Mailbox

There’s a revolution taking place in retail; brands need to develop strategies to engage and support customers through apps, websites and devices more than ever. Our panel discusses the modern customer’s unique needs and strategies to attract and retain them.

11:40 AM

There’s an App for That: Supporting an On-Demand Economy

Hungry? Just push a button.
Need a parking spot? Push a button.
Chores? Button.
The service industry is changing uber-fast and customers expect things faster and more personalized than ever. Keep up.

12:15 PM

Lunch Break

1:30 PM

Keynote: Turning Big Data into Big Decisions

Customers create an overwhelming amount of data, some of it is valuable to brands and some of it is noise. Knowing which numbers to analyze and which ones to ignore is the key to knowing customers (and supporting them) better.

Tomasz Tunguz

Partner, Redpoint

2:00 PM

Separating the Numbers from the Noise

In the hands of the right team, customer data turns into customer learnings and ultimately into customer satisfaction. Learn from the teams that do data the best.

2:40 PM

Taking a Hands-on Approach to Agent Training

Contact center agents are the voice of a company. Our expert panel discusses tactics for ramping up their product knowledge and teaching them to embody company values during the support process.

3:15 PM

Maintaining Customer Standards Through Growth

Your one millionth customer deserves the same attention and respect as your first. These CEOs discuss the importance of maintaining CSAT through periods of growth.

3:45 PM

Keynote: Giving Support a Seat at the Design Table

Support agents need to know more than just how to use their product, they need to know why the product works the way it does. Steve Johnson discusses the benefits of a symbiotic relationship between support and design.

Steve Johnson

VP, Design, Netflix

4:10 PM

Empowering Customers by Design

It doesn’t matter how brilliant your product is if no one can use it. Our panel of design leads discusses common design decisions and how to keep the customer in mind when making them.

4:45 PM

Expo / Happy Hour

April 26

8:00 AM

Doors Open & Breakfast

9:00 AM

Keynote: The Future of Customer Service: Evolution of Technology

9:35 AM

Coffee Break

9:55 AM

Keynote: Building Tomorrow’s Tech Stack for Superior CS

10:30 AM

Gartner Keynote

11:00 AM

Disruptors: Creating New Solutions for Old Problems

These disruptors made businesses out of new solutions to age-old problems. They share tips for identifying problems with existing solutions taking bold steps to replace inefficient processes.

11:40 AM

Slack Keynote

Ali Rayl

Director, Customer Experience, Slack

12:15 PM

Lunch Break

1:30 PM

Establishing and Securing Customer Trust

2:00 PM

Intelligent Customer Service for Intelligent Technology

2:35 PM

Panel: Healthcare

3:15 PM

Keynote: Twilio

Jeff Lawson

CEO, Twilio

3:45 PM

Agent Productivity

4:15 PM

Closing Keynote

4:45 PM

Expo / Happy Hour

Hosted at
the Regency Center

1300 Van Ness Avenue
San Francisco, CA
94109

GET DIRECTIONS
PHONE
GENERAL ENQUIRIES
FOR PRESS

Traveling to San Francisco?

Stay with one of our preferred hotels:

Hotel Nikko

Hotel Nikko

222 Mason St.
San Francisco, CA
94102

(415) 394-1111

$259 per night

Holiday Inn

Holiday Inn

1500 Van Ness Avenue
San Francisco, CA
94109

(415) 441-4000

From $189 per night

St. Regis Hotel

St. Regis Hotel

125 3rd St.
San Francisco, CA
94103

(415) 284-4000

$375 per night

Special rates for Opentalk attendees. Must mention Opentalk at time of booking to secure.

Praise for Opentalk

"The event was a great opportunity to see what exciting products Talkdesk will be releasing. It was also an amazing opportunity to hear from industry leaders about the future of customer experience."

"It was amazing. This was such a great reflection on your brand. The product line up was so impressive. Every single detail was well thought of."

"There were some really cool ideas on how to focus on the agent experience that I can't wait to bring back to my team."

Sponsors

Interested in Sponsoring?

sponsorships@talkdesk.com

Talk to Sales 1-844-332-2859