9 Can’t-Miss Customer Service Conferences in 2019

Great leaders and team members know that continuous learning is critical to success. Instead of just reading the next best-selling book or checking out another “latest trends” report, customer service conferences provide an unparalleled opportunity to learn exclusive and valuable knowledge.

We want to help your team deliver the best customer service possible—so to help you plan out your year, we put together a list of conferences that we’re looking forward to attending. From best practices to emerging knowledge, each of these events offers a unique learning experience and will inspire your team to Do Better Work in the year ahead.

Zendesk Showcase

When: Multiple Dates
Where: San Francisco, Dallas, Chicago, and New York — just to name a few

What: Zendesk’s event series, Showcase, is a free event that will take place at ten different cities across the globe. In each city, Zendesk will bring attendees product best practices, customer experience hot topics, real-life customer case studies, and Zendesk product sessions. The series provides the opportunity to learn how to take your customer service to the next level, regardless of the channel.

Who: Zendesk Showcase brings together 300 high-level executives and decision-makers who are committed to reinventing customer relationships and designing the future of customer service experience in omnichannel. Attendees can expect content geared towards CEOs, CTOs, Vice Presidents, and leaders in customer service, customer experience, operations, and more.

Speakers: Each event will feature a variety of speakers from keynotes to customer panels. Check each location for speaker details.

PACE Annual Convention and Expo

When: March 31-April 3
Where: San Antonio, TX

What: Every spring, the Professional Association for Customer Engagement (PACE), hosts an event that combines innovation and education to promote the advancement of contact center and companies. Attendees have the chance to hear about best practices, technological advances that improve customer engagement, and educational tools that they can use to create better customer experiences.

Who: While PACE is a member organization, this event is open to members and non-members alike. Some of the industry’s best leaders, experts, and organizations can attend and have the opportunity to be recognized with the ACX awards.

Speakers: Attendees will hear inspiring messages from Jeanne Bliss, President of CustomerBliss and Chris Malone, Founder and Managing Partner at Fidelum Partners. Session speakers will be announced soon.

SOCAP Customer Care Summit

When: April 14-17
Where: Columbus, OH

What: SOCAP’s Customer Care Summit is designed to help customer care professionals address the various roles and responsibilities of their teams. The annual conference focuses on enhancing the skill sets of customer care leaders and features workshop tracks that include content centered around continuous improvement and employee engagement.

Who: Attendees include customer care and engagement professionals who work on the frontlines of companies across any industry.

Speakers: This year’s keynote is Pete Blackshaw, CEO of Cintrifuse and former VP of digital innovation at Nestle.

Smart Customer Service

When: April 29-May 1
Where: Washington D.C.

What: It’s no secret that customer expectations are evolving at a rapid pace. At Smart Customer Service, attendees will learn about the new and innovative ways customer service technologies are changing the way business is done. This event highlights the innovative approaches that some of the world’s leading organizations are deploying to improve customer service.

Who: Smart Customer Service welcomes nearly 1,000 executives, managers, and other customer experience professionals who manage and deploy customer service systems.

Speakers: Attendees will hear from a variety of customer service experts, authors, and consultants.

ICMI Contact Center Expo

When: May 14-16
Where: Ft. Lauderdale

What: ICMI Contact Center Expo is one of the highest rated and most trusted contact center events in the industry and attracts 1,500 plus attendees each year. This year’s ICMI Expo features six key learning tracks, workshops, and keynotes that will help professionals further their knowledge and navigate the constant transformations taking place in contact centers.

Who: There’s something for everyone at the ICMI Contact Center Expo. Each year, ICMI provides content designed to meet the needs of all industry leaders, including senior level VPs and directors, new and experienced managers, customer support professionals, and CTOs.

Speakers: 2019’s lineup includes inspiring and engaging keynote presentations from Jeff Toister, Ben Nemtin, and Henry Winkler. Attendees also have the opportunity to hear from brands like Southwest, U.S. Bank, and Hulu.

Customer Contact Week (CCW)

When: June 24-29
Where: Las Vegas

When: Formerly known as Call Center Week, CCW is rooted in the people, process, and technology every customer service organization needs to deliver world-class journey to every internal and external customer. The event, which is now in its 20th year, features more than 250 expert speakers, seven learning tracks, and 80 interactive discussion groups that will discuss training best practices, the latest trends in technology, performance metrics, and more.

Who: With a blend of conference and expo formats, CCW attracts nearly 3,000 leaders who range from customer care, CX, and contact center responsibilities.

Speakers: This year’s jam-packed agenda features speakers from brands like Zappos, Uber, Amazon, Hertz, and more.

Customer Service Revolution

When: September 11-12
Where: Cleveland

What: The Customer Service Revolution is two days of keynote sessions and breakout sessions that will not only educate attendees on world-class service but also immerse them in it. The event, which is hosted by The DiJulius Group, features ground-breaking insights and networking that will inspire and propel teams to the next level of customer service.

Who: The event is a leading education and networking event for business leaders and entrepreneurs who want to win and compete based on customer-centric service.

Speakers: While this year’s lineup has yet to be announced, attendees can expect to hear from leading customer service authors, experts, consultants, and brand executives. Past speakers include Kindra Hall, Adam Toporek, and Lessonly’s own Max Yoder.


When: October 1-3
Where: Indianapolis

What: Yellowship is all about learning from one another and from some of the world’s most intriguing innovators. The event features three days jam-packed with compelling keynotes and meaningful breakouts across five different learning tracks: customer service, sales, talent/L&D, leadership, and culture—all with the goal of helping teams Do Better Work. Attendees also have the opportunity to attend pre-conference workshops that cover training best practices and Lessonly services.

Who: Yellowship is for trainers, enablers, and thought-leaders who want to help their teams move onward and upward.

Speakers: This event features more than 30 industry influencers and business leaders. Speakers will be announced soon—so sign up to receive updates!  

ICMI Connections

When: October 28-30
Where: Chicago

What: Formerly known as ICMI Contact Center Demo, ICMI Connections covers the latest and most effective contact center best practices, technologies, and leading-edge tactics. The event’s keynotes and breakout sessions provide valuable lessons on new approaches and techniques for everyone.

Who: Whether you’re new to the industry or an experienced veteran, ICMI Connections is designed to meet the needs of all contact center professionals including senior level VPs, team leaders, and customer support professionals.
Speakers: If past year’s agendas are any indication, attendees can expect to hear from a variety of customer service experts, leaders, and influencers. Stay tuned for speaker announcements.

This list barely scratches the surface of 2019’s jam-packed customer service conference calendar. We’re also excited about the following events:

So, are you ready to pack your bags and join us? We hope so!

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