The Zendesk Showcase

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Wednesday, September 11th, 8:00 SGT

The Zendesk Showcase lands in Singapore on September 11 to bring customer experience leaders together. In one day, we’ll share great conversations, the freshest Zendesk product updates, and stories from innovative brands who make the most of Zendesk. Most importantly, you’ll connect with people who care about customer experience as much as you do.

You will also get a chance to mingle with industry peers and have the chance to exchange and share thoughts on your CX opportunities and challenges.


Gain access to best practices in customer experience, and Zendesk’s latest product and feature releases. Attend Showcase for practical advice on trends in our industry, plus product-focused sessions, and in-person access to Zendesk experts.

Raffles SingaporeRaffles Hotel, Singapore

1 Beach Rd, Singapore 189673 | Google Maps

The Ortus Club hosts knowledge-sharing discussions in the best private dining rooms in the world. These venues provide an elegant high-end atmosphere and impeccable table service.

Common titles are CTO, CIO, Head of Customer Experience, Customer Service Director, Marketing Director, Customer Service Manager, and of course many more. You might be a Zendesk customer or an industry professional – all are welcome and will find relevant content.

This Year’s Attendees Included:

  • Group CFO of Boardroom Limited
  • CEO of
  • CIO, Asia of VMLY&R
  • CMO & Country Director of Tata Projects
  • COO of ANZ
  • COO of OUE
  • CTO of Linkz Asia
  • CTO of Rely
  • Deputy CEO, VP Asia of DDB Singapore
  • Co-Founder, CEO of Linkz Asia
  • Co-Founder & managing director of U2opia Mobile
  • Executive Chairman of Ardent
  • Head of CX of Style Theory
  • Head of Innovation and Data Analytics – Asia Consulting Team of Mercer
  • Head of Marketing of Goodrich Global
  • Head of Performance Marketing of GoBear
  • Head of Strategy and Sales Operations APAC of Google
  • Head Operations – APAC of Champions Group
  • Head of Customer Centricity of LeapFrog Investments
  • Head of Payment Business Development of NTT Data Global Payments Services
  • Head of Creative & Marketing of Grounded
  • Head of Business Development of Grounded
  • VP – Digital Transformation of OCBC
  • VP Business Development of Ohm Energy
  • VP Customer Experience & Process Management of Schneider Electric
  • Product Owner of Pebble Road
  • Senior Manager of Infobip
  • Divisional Manager of Yale NUS
  • Manager, Commercial Sales APAC of Twilio
  • Manager, Commercial Sales APAC of Twilio
  • Manager, Customer Success of Elastic
  • Manager, IT Service Delivery of Chubb
  • Manager, Customer Success of Indeed
  • Manager of Operations of Ohm Energy
  • Senior Advisor of Pinbox solutions
  • Digital Strategist of Iris Concise
  • Marketing Development Strategist of Koroseal
  • Senior Director, Partnership Marketing of Visa
  • Director, Business Development of Ingenico ePayments
  • Director, Data Centre & Services of Eltek
  • Director of Spaceone Interior design consultancy
  • Director of PwC
  • Director of MessageBird
  • Director of Credit Suisse
  • Director of Development of Les Amis Group
  • Director of Global Marketing of DOCOMO Digital
  • Director of Marketing of Popsical
  • Director, APAC of LEKI Aviation
  • General Manager, Asia Pacific of Red Box Recorders Ltd
  • General Manager of Pole To Win Singapore Pte. Ltd.
  • Regional PMO of Allianz SE Singapore Branch
  • Customer Sat and Quality for EAPJ and CIS of Schneider Electric

8:00 am – 9:00 am       Registration and Breakfast 

9:00 am – 9:15 am       Welcome to The Zendesk Showcase

Sandie Overtveld, VP Asia Pacific, Zendesk; with Sarah Reed, Senior Director Global Events, Zendesk

9:15 am – 10:15 am      Opening Keynote: Break Free

Tom Keiser, COO, Zendesk; Adrian McDermott, President of Products, Zendesk; and Mike Gozzo, Senior Director, Product, Smooch by Zendesk; Susan Chaika, Director of Product Marketing, Zendesk

Customer expectations are changing so rapidly that what is extraordinary today becomes ordinary tomorrow. Join Tom Keiser, Zendesk COO, as he explains how to break free from the old ways of doing things in order to change with your customers. He’ll also welcome some surprise guests along the way.

Zendesk President of Products Adrian McDermott will join to unveil Zendesk’s product vision. You’ll see how it will help you keep delivering the experiences your customers want.

10:15 am – 10:30 am    The Future of Messaging

Mike Gozzo, Senior Director, Product, Smooch by Zendesk; Deepesh Trevedi, APAC Strategic Partnerships, WhatsApp

In 2018, seventy-two trillion messages were sent across the world’s largest messaging apps. And there is no sign of things slowing down. As more and more customers prefer to use messaging to communicate with brands, companies need to incorporate this technology into their strategy. Join Mike from Smooch and Deepesh from WhatsApp as they share what you have to know for the future of messaging.

10:30 am – 11:00 am     Networking break & refreshments

11:00 am – 11:30 am     The State of CX in Asia

Michael Barnes, VP Research Director, Forrester

As companies undergo Digital Transformation, a lot of initiatives are being driven based on a parameter checklist. These investments are often not helping improve Customer Experience (CX), nor are they driving business growth. In this session, Michael Barnes discusses what really improves CX and some areas which continue to be pain points among customers.

11:30 am – 12:00 pm    Panel: Realigning your company to your customers

Hosted by Elizabeth Zornes, Chief Customer Officer, Zendesk with Vaughan Baker, Group Director, Government & Corporate Relations, My Republic; Jonathan Hwa, VP of Experience Strategy, DBS Bank

That customer experience journey you’re on – Zendesk is on it too. Come hear from brands who are on a journey back to having a better understanding of their customers, as well as Zendesk’s own (and first) Chief Customer Officer. They’ll share their experiences to prepare you for potential roadblocks, provide best practices for aligning your organisation around the customer, and help you start to think about how you can take what you’ve heard today and put it into practice.

12:00 pm – 12:30 pm     How to Spot Disruptive Innovation Opportunities

Scott Anthony, Managing Partner, Innosight Asia Pacific

The word disruption often invokes fear, but companies that embrace possibility can turn the innovator’s dilemma into the innovator’s opportunity. By adopting a growth mindset, all companies in Asia can become transformation champions and own the future, rather than be disrupted by it. In this session, Scott Anthony explains how to break the addiction of business as usual. He’ll provide practical points to take back to your organisation.

12:30 pm – 1:45 pm       Networking break & lunch with book signing by Scott Anthony

1:45 pm – 2:15 pm         Track 1:Get your business omnichannel-ready

Rachel Palad, Senior Product Marketing Manager, Zendesk; Joanne Avendano, VP Customer Experience, GCash

Real-time, conversational experiences are the new paradigm for interactions. To keep your business moving forward, you need to adapt now. Join Zendesk as they showcase the latest in workflows, productivity and collaboration strategies your team can use for omnichannel success. Hear how Asian companies like GCash are innovating with Zendesk Omnichannel Solutions to create the ultimate customer experience.

                                        Track 2: How to build a business case for your CX initiative

Malcolm Koh, Customer Experience Strategist, Zendesk; Marcos Cadena, VP Digital Marketing, Distribution, CRM & Loyalty, Minor Hotels

As a CX leader, you know exactly what kind of technology you need. You’ve done your homework, attended the right events, and now you’re ready to pull the trigger. Except, you need funding.

Join Zendesk and Minor Hotels as they hash things out. You’ll hear what a technology leader expects from a business case, and what a CX leader plans to do with the investment. We can’t make any guarantees, but you’ll walk into your next conversation better prepared for a positive outcome.

2:25 – 2:55 pm                Track 1: Platform: Bring on the Sunshine

Susan Chaika, Director of Product Marketing, Zendesk

It’s time to break free from legacy CRM platforms and deliver the experience your customers deserve. Join our platform team to hear how brands are taking advantage of the Sunshine Platform to create new and exciting ways to connect and understand all your customer data.

                                        Track 2: Creating the next wave of call center culture

Tiffany Apcynzki, VP of Social Impact and Public Policy, Zendesk

Culture is a competitive game-changer for any organization. But do your support agents feel your company’s intended culture? In order to deliver top-notch customer experiences, today’s support agent needs collaboration, empowerment, and opportunities for company-wide engagement. Break free from the call center of yesterday and learn tips and tricks for creating a culture for today, and the future.

3:05 pm – 3:35 pm             Track 1: Guide: Take a team-centric approach to smarter self-service

Steph Owen, Senior Director Success (APAC), Zendesk

It’s no secret that self-service has become the preferred support channel by customers and businesses. Hear how APAC companies have used knowledge management and self-service technologies to transform their support organisation – arming their agents with the key insights and the right context to have more meaningful customer engagements.

Track 2: From Unknown to Unicorn – Learning from Asia’s skyrocketing startups

Astha Malik, VP of Planning & Enablement, Zendesk with Linda Nguyen, Deputy Head of Product, Grab; Michele Ferrario, CEO & Co-Founder, StashAway; Lynette Tay, Head of Marketplace Experience, Carousell; Ammar BA, Regional CS Performance Manager, ShopBack

3:35 pm – 4:00 pm             Networking break & refreshments

4:00 pm – 4:15 pm            The CX Summary

Sarah Reed, Senior Director Global Events, Zendesk

For over nineteen years, Sarah ran contact centers across the Philippines, Central America, and the United States. She knows what CX leaders need to hear and what team members want to learn. In this quick summary, she’ll highlight the big themes and the key stats you can take back to your organisation.

4:15 pm – 4:45 pm             Closing keynote

4:50 pm – 5:00 pm             Closing remarks

Tom Blackman, Senior Director of Sales Asia, Zendesk; and Sarah Reed, Senior Director Global Events, Zendesk

5:00 pm – 6:30 pm             Zendesk Happy Hour

Hosted by Zendesk

zendesk logo

Adrian McDermott speaker


President of Products | Zendesk

Astha Malik


VP, Planning and GTM Enablement | Zendesk

Malcolm Koh speaker


Customer Experience Strategist | Zendesk

Michael Barnes


VP Research Director | Forrester

Mike Gozzo


Senior Director, Product | Zendesk

Sandie Overtveld


VP Asia Pacific | Zendesk

Sarah Reed speaker


Senior Director, Events | Zendesk

Tiffany Apczynski


VP of Public Policy and Social Impact | Zendesk

Elisabeth Zornes speaker


Chief Customer Officer | Zendesk

Tom Keiser speaker


Chief Operating Officer | Zendesk

Elena Gomez


Chief Financial Officer | Zendesk

Scott Anthony


Senior Partner and Author | Innosight

Rachel Palad


Senior Product Marketing Manager | Zendesk

Marcos Cadena


VP of Digital Marketing, Distribution, CRM and Loyalty | Minor Hotels

Lynette Tay


Head of Experience Marketplace | Carousell

Jonathan Hwa


VP of Experience Strategy | DBS Bank

Vaughan Baker


Group Director, Government and Corporate Relations | MyRepublic

Tom Blackman


Senior Director, Asia Sales | Zendesk

Susan Chaika


Director of Product Marketing | Zendesk

Ammar B.A


Regional CS Manager | ShopBack

Steph Owen


Senior Director, APAC Success | Zendesk

Deepesh Trivedi


APAC Strategic Partnerships | WhatsApp

Joanne Avendano


VP for Customer Experience | GCash

Michele Ferrario


CEO and Co-Founder | StashAway

Event Detail

Wednesday, September 11, 2019 08:00

Why attend?


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