A Visual Guide to the Zendesk Relate Conference – San Francisco 2018

Zendesk Relate is nearly here! As we get ready to make our way out west for some insights, inspiration, and good times with our fellow travelers in the global customer service community, we wanted to help you prepare for your trip and make the most of your three-day stay.

Where the conference takes place

Zendesk Relate Fairmont Hotel

The world-renowned, Fairmont San Francisco hotel presents “an awe-inspiring picture of historic San Francisco” and is where Zendesk Relate takes place.

Located in Nob Hill, the hotel is short cable car trip from the bustling Downtown, Financial District, Union Square and Fisherman’s Wharf. For those who want to stay local for dining, we’ve got you covered with our top picks for local eats below.

Hungry? Grab some local eats

In addition to its own Laurel Court Restaurant & Bar, the Fairmont San Francisco Hotel is a short walk or Uber ride from just about every type of cuisine and dining experience you might be in the mood for. Here’s just a sampling of what you’ll find.

Hopwater Distribution

You can taste 31 of the best of California draught beers here—along with some great pub fare.

Address: 850 Bush Street (Menu)

 

Nob Hill Café

This cozy, family-owned Italian restaurant has been a Nob Hill favorite for 20 years.

Address: 1152 Taylor Street (Menu)

 

Parallel 37

Visit the nearby Ritz-Carlton for critically acclaimed, globally inspired California cuisine in a one-of-a-kind setting.

Address: 600 Stockton Street (Menu)

 

Rue Lepic French Restaurant

Check out this intimate, romantic “Best of San Francisco” award winner that’s beloved by Hollywood celebrities and food critics.

Address: 900 Pine Street (Menu)

 

Sons & Daughters

Enjoy locally sourced menu selections, rotated seasonally, along with fine wines from around the world. (Its 28 seats are in high demand, so make a reservation early!)

Address: 708 Bush Street (Menu)

 

Sushi Toni

This is your best bet for world-class sushi, sashimi, and hot Japanese food delivered in a vibrant locale in the heart of the city.

Address: 733 Bush Street (Menu)

 

Tacorea

Korean bowls and hearty Mexican food? You’ll find both at Tacorea, winner of the 2018 San Francisco Award for best Mexican restaurant. This is serious grub for the seriously hungry.

Address: 809 Bush Street (Menu)

Not quite ready for your night to end?

We know you’re going to have a great time at the reception on Tuesday night, and we can’t wait to see you there! Interested in chatting and socializing more? Want to get to know more likeminded folks, or perhaps you’re just not ready for the night to end? We get it, and we’re not ready for it to end either! Join Stella Connect and 729 Solutions in the Fairmont’s lobby bar afterward for a drink on us!

What are you interested in learning more about?

We know that it can be overwhelming to see a list of so many great sessions and speakers, so we went ahead and picked out some sessions to recommend based around three key topics. No matter how you choose to spend your time at Zendesk Relate, you can’t go wrong. But if you’re looking for insights related to performance management, employee engagement, and growth, we recommend the following sessions.

Performance Management

Want to take a deeper dive into performance management and how to better enable and empower your teams? Here are some sessions that will be a great way for you to learn more:

 

Brandon Savage (Box)

Go with the workflow: Enhanced agent experiences in Zendesk Support

Nov 13, 1:30 p.m.

“Brandon Savage (Box) will share how they streamlined with Zendesk and why Box started leveraging a swarm model for their support operations.” (Read more)

 

 

Marcie Murray (Shopify)
Rick Nucci (Guru)

How Shopify’s support gurus drive revenue

Nov 13, 3:15 p.m.

“Join Marcie Murray (Shopify) and Rick Nucci (Guru) to hear how support agents can drive revenue and increase customer success.” (Read more)

 

Emily Vince (Zendesk)
Enoch Owen (The Black Tux)

Tap into the power of voice for better customer experiences

Nov 13, 3:15 p.m.

“Join Emily Vince (Zendesk) and Enoch Owen (The Black Tux) as they share the benefits of effective phone support and give tips on how to incorporate voice into an omnichannel strategy.” (Read more)

Vasu Prathipati (MaestroQA)
Scott Arrieta (Stitch Fix)
Hetal Shaw (Postmates)
Anna Trinh (Credit Karma)

The modern complexities of customer support and workforce management

Nov 14, 11:30 a.m.

“They’ll discuss forecasting volume across channels, staffing and scheduling, scaling for busy times of the year, and operationalizing agent performance and coaching.” (Read more)

Employee Engagement

Interested in keeping your employees engaged and motivated? We agree that it’s hugely important to the success of your company! Check out these sessions:

Jim Gearhart (Zendesk)
Doug Roberts (OpenTable)
Ben Chapman (Homebridge)
Paul Parker (Compass)

From coworker to coworker: Build an internal help desk strategy

Nov 13, 2:15 p.m.

“Jim Gearhart (Zendesk) and a panel of innovative companies (OpenTable, HomeBridge, and Compass) discuss how an internal help desk strategy drives organizational productivity and employee engagement and improves business outcomes.” (Read more)

 

David Williams (Zendesk)
Temy Mancusi-Ungaro (Yext)

Align your enterprise organization around your customer

Nov 13, 4:00 p.m.

“As customer expectations continue to evolve, it’s hard to provide a great experience, especially when you need sponsorship from your executives and other teams, like product and IT.” (Read more)

 

Aaron Magness (Brandless)
Toke Nygaard (Zendesk)

Adapt your brand and reap boundless rewards

Nov 14, 2:15 p.m.

“While it’s critical for startups to build brand awareness early, it’s equally important to develop a long-term marketing strategy.” (Read more)

Growth

Is your company is growing rapidly and you want to make sure you’re ready? Great! Take some time to learn from CX leaders who’ve successfully grown their teams so you can do the same:

Kalpana Chandrasekhar (HotelTonight)

Lessons learned from using remote agents to staff omnichannel

Nov 13, 2:15 p.m.

“Thank goodness for experts who have already experimented with lots of scenarios to gain flexibility, scalability, and added expertise.” (Read more)

 

Doug Hanna (Zendesk)
Abdullah Khan (fuboTV)
Daniel Santrella (Reverb.com)
Chris Sherland (Ibotta)
Christina Malis (The New York Times) 

CX tales: 4 totally innovative Zendesk use cases

Nov 13, 4:00 p.m.

“Douglas Hanna (Zendesk) gives four brands (Ibotta, Mailchimp, fuboTV, and Reverb) . . . a chance to tell their unique story and company innovation.” (Read more)

 

Khalida Ali (Zendesk)
Pedro Muller (Zendesk)

Startup DNA: Setting the ground to grow

Nov 14, 1:30 p.m.

“There are so many things a startup founder has to consider—product, team, marketing, customers, technology—that often, company culture is the last thing on the list.” (Read more)

Don’t Miss These Speakers

Interested in hearing from some amazing CX leaders? Zendesk Relate has no shortage of that and will feature a stellar lineup of guest presenters this year. See below for some brief introductions to a few of our favorites and where you can find them.

 

Abdullah Khan, Director, Customer Care

fuboTV

Guest presenter: “CX tales: 4 totally innovative Zendesk use cases

Abdullah Khan is a CX leader at fuboTV with 15+ years of global experience in successfully standing up, transforming and leading customer support operations at Fortune 500 organizations (Echostar, DISH & WU) and at startups organizations (Sling TV & fuboTV).”

 

Kalpana Chandrasekhar, VP Customer Experience

HotelTonight

Guest presenter: “Lessons learned from using remote agents to staff omnichannel

Kalpana has experience in strategy and operations, has directly managed global teams (80+), and has worked with large cross-functional teams. After a few years at American Express, she joined SurveyMonkey to launch and build out the operations for their first enterprise product (SurveyMonkey Audience). She now leads the Customer Experience team at HotelTonight.”

 

Aaron Magness, Chief Marketing Officer

Brandless

Guest presenter: “Adapt your brand and reap boundless rewards

“With the goal of bringing affordable everyday products to the American household, Brandless strips packaged goods down to their core, eliminating the ‘brand tax’ . . . . In just over a year since launch, Brandless now offers more than 300 proprietary Brandless products and ships to 48 states.”

 

Temy Mancusi-Ungaro, SVP Operations

Yext

Guest presenter: “Align your enterprise organization around your customer

“Earlier this year, [Yext] partnered with Amazon to supply hours, addresses, and other business info to Alexa-powered devices and Echo speakers. Taco Bell, Arby’s, Marriott, and Rite Aid are among its clients, and its market capitalization is said to be more than $1.1 billion.”

 

Hetal Shaw (Postmates)

Hetal Shah, Customer Experience Product & Operations

Postmates

Guest presenter: “The modern complexities of customer support and workforce management

Hetal leads the CX Product and Operations team at Postmates. He is passionate about leveraging technology to drive simplicity in customer experiences and efficiency in operations.”

 

Enoch Owen, Director of Customer Care

The Black Tux

Guest presenter: “Tap into the power of voice for better customer experiences

“When The Black Tux launched in June 2013 . . . the company was equipped to fulfill roughly a thousand orders per weekend. But then GQ magazine gave The Black Tux a positive mention, triggering a surge in demand. Overnight, they sold out for the entire fall wedding season. And the orders kept coming.”

Visit These Booths

These five Zendesk Relate sponsors work in different ways to bring order, efficiency, and ROI to front-line operations and enterprises. The first three have platforms available in the Zendesk’s App Marketplace.

At our booth we’ll be demonstrating our product, Stella Connect, which works seamlessly with Zendesk to empower and engage agents, streamline performance management, and improve the customer experience. We’ll have plenty of giveaways, too, with special prizes from Harry’s, Brooklinen and Birchbox to giveaway (all of these great companies are clients of Stella Connect.

Come over and say hello!

MaestroQA: MaestroQA, recent partners on our webinar with FabFitFun, is an automated QA management program that eliminates the pain and pitfalls of manual QA processes, allowing QA leaders to optimize their time and improve agent outcomes all at once. They will be hosting a panel on the modern complexities of customer support on Wednesday at 11.30am – and even if you miss that, drop over to meet their team.

 

Lessonly: Lessonly is an agent development app whose content library, practice exercises, and feedback and scoring mechanisms make front-line training easy and effective.

 

729 Solutions: 729 Solutions takes your integrations project, app development, website needs, etc. and breaks them down into manageable parts.

 

AmberLeaf: Corporate consulting firm AmberLeaf helps companies make best use of the voluminous customer data they collect, improve processes and workflows, and strategically align the entire enterprise.

We Look Forward to Seeing You at Zendesk Relate!

We’re proud to partner with Zendesk to help companies transform their contact centers and their brands. If you missed our recent webinar with Zendesk and Harry’s, click here for a brief summary and a free download. You don’t want to miss this!

Want to learn more about Stella Connect? Stop by our booth.