Speaker: Arun Mani, Managing Director of Freshworks Europe
Session Brief: In this session, Arun will be talking about the ways in which AI is helping companies improve customer experience. The 4 ways he highlights are:

• AI Avoid
• ​​AI Deflect
• AI Route
• AI Assist

Speaker: Girish Mathrubhutham, CEO and Co-founder Freshworks
Session Brief: In this session, Girish will be demonstrating how AI can help you proactively engage with customers to deliver more value.

• Training the bot for response
• Proactively engage with bots
• Easy context sharing for quicker resolution

Speaker: Andrew Navin, Customer Support Manager, Freshworks

Session Brief: In this session, Andrew will share his experiences of scaling the support function by leveraging AI to deflect tickets and for other initiatives. He talks about:

• The need for automation
• Introducing AI for deflection
• Ensuring accuracy of data
• Learning other initiatives

Speaker: Vinod Chandramouli, Head - ASEAN Business, Freshworks

Session Brief: Know what are the different things to check while evaluating an AI powered CX solution. Vinod explores into evaluating the following areas:

• Checking overall capabilities
• Ensuring accuracy of the information
• Ease of implementation

Speaker: Girish Mathrubootham, CEO and Co-founder Freshworks

Session Brief: A CEO's perspective on how the support channel is a good way for the leadership team to understand the voice of the customer. 

• Philosophy of CEO on support
• Getting strategic insights from support conversations
• How other CEO's have benefitted from CEO on support

Speaker: Sangram Vajre, Co-founder and Chief Evangelist, Terminus

Session Brief: Learn how you can create a lasting relationship with customers by inviting them to office and make them feel important. In this session, Sangram talks about:

• Customer in office program
• Benefits of the Customer in office program
• Scaling the program

Speaker: Megan Guy, Head of Customer Marketing, Segment

Session Brief: Listen to Megan share her views on on:

• What customer obsession is not
• Challenges in customer obsession
• Implementing the change in culture
• Ensuring adoption of culture

Session Brief: An exceptional email helps you reach out and build a bond with your customer. In this session, find out what are the ingredients of an exceptional email.

Session Brief: Customers expect a response on Twitter in less than an hour! Check out the 6 tips for you on how to handle customer support on Twitter like a pro.

Session Brief: Customers go to Facebook to discuss grievances about brands and take recommendations from their friends. This makes it imperative to have a best-in-class customer service on Facebook. Check out this video to learn how you can deliver stellar customer support on Facebook.

Session Brief: Customers need to know that you understand how they feel and that you're on their side. As a support agent you achieve this successfully by showing empathy. Check out this video on 7 ways to express empathy.

Session Brief: There are many occassions when you would have to turn down a customer. They may be asking for products or services you don't offer or they may be making unreasonable demands. Here's a list of things you need to keep in mind while saying no to a customer.

Session Brief:  Customer Feedback is a precious commodity in any business. Learn 7 ways to communicate customer feedback the right way.

Speaker: Nivas Ravichandran, Product Marketer, Freshworks

Session Brief: In this session, you'll learn

• Building your LinkedIn Profile
• How to connect with prospects
• LinkedIn Sales Navigator
• How to engage with prospects on LinkedIn

Speaker: Clifton Lobo, Account Manager, Freshworks

Session Brief: In this session, you'll learn: 

• Creating and segmenting a list of accounts
• Mapping key decision makers in the organization
• Targeting the right people with the right message
• How to gain from rejections

Speaker: Heather R Morgan, CEO - Salesfolk. 

Session Brief: In this session, Heather will talk about: 

• The difference between mediocre sales emails and the kind that get 46% positive response rates.
• Actionable tips to write irresistible sales prospecting emails
• Live teardowns of real sales emails with advice on how to fix them.
• Simple but proven tips to help you optimize your email campaigns

Speaker: Morgan J Ingram, Director of Sales Execution, JBarrows Sales Training

Session Brief: Morgan gives actionable tips and insights to the entire Cold-calling process. He covers topics such as:

• Tips to open a cold call
• How to prepare for a cold call
• Cold calling script
• How to recover from a bad sales call and a lot more!

Speaker: John Barrows, CEO, JBarrows Sales Training

Session Brief: In this session, John talks about:

• Common challenges with sales meetings
• How to prepare for a meeting
• Effective follow-up techniques
• Tips to reduce no-show rates

Speaker: Colleen Francis, President & Founder, Engage Selling Solutions

Session Brief: In this interview with Colleen, we talk to her about:

• Essential Sales Negotiation Rules
• Mistakes in Sales Negotiation
• Preparing for Sales Negotiations
• Avoiding pricing pitfalls while negotiating
• When to walk away from a negotiation and a whole lot more!

Speaker: Anthony Iannarino, Sales Leader, Speaker, Author - The Lost Art of Closing

Session Brief: The Lost Art of Closing, proves that the final commitment can actually be one of the easiest parts of the sales process—if you’ve set it up properly with other commitments that have to happen long before the close. The key is to lead customers through a series of necessary steps designed to prevent a purchase stall. Through this session, discover the ten essential points that will help you win customer commitment along the purchase journey.

Speaker: Meka Asonye, Head - Startup Sales & Freshsuccess, Stripe

Session Brief: Meka shares the secret sauce that helped Stripe scale progressively. This interview with him includes:

• The sales process and sales cycle followed at Stripe
• What worked in favor of Stripe’s sales growth
• Philosophy that Stripe's sales team believes in

Speaker: Maggie, Enterprise Account Executive, Slack

Session Brief: In this interview with Maggie, we talk to her about:

• How Slack approaches Mid-Market sales
• The different sales buckets at Slack
• Hiring at Slack

Speaker: Stevie Case, Enterprise Regional Director Sales, Twilio

Session Brief: In this interview with Stevie, we talk to her about:

• Sales strategies at Twilio
• Twilio’s growth story
• How to hire for enterprise sales
• The importance of building culture in your organization

Speaker: Prasad Ramakrishnan, CIO, Freshworks

Session Brief: Enterprise IT is plagued with complexity . But not, all complexity is bad. In this session, we discover the good, bad and ugly of IT complexity at enterprises.

Speaker: Karen Ferris, HDI's Top 25 Thought leaders

Session Brief: An insight into the business expectations in 2019. IT priorities, evolving roles and expectations from the IT team are few of the key takeaways from this track

Coming soon.

Speaker: Alan Berkson, Global Director of Community Outreach

Session Brief: Assess your automation maturity with this index. Each level comes with what automation you have setup in your organization.

Speaker: Simone Jo Moore, Service Management Consultant, Top 25 Thought-Leader

Session Brief: Start with small, quick automations that can improve the way you manage tickets, assets etc.

Speaker: Ashok Gudibandla, CEO, Automate.io 

Session Brief: Advanced automation based on graphica workflows, nested workflows, scenarios, knowledge base that can lay the foundation for agent productivity, better user experience and future emerging technologies

Speaker: Julie Gunderson, DevOps Advocate, PagerDuty

Session Brief: Explore additional integrations that can supercharge your service desk - Zapier, flint and other integrations