Customer Service Revolution Americas Number One Customer Experience Conference
America's #1 Customer Service Conference
October 24-25, 2018 - Cleveland, Ohio 
It is Your Biggest Competitive Advantage. 
Leading a CUSTOMER SERVICE REVOLUTION in your business means...
A radical overthrow of conventional business mentality... energizing entrepreneurs and leaders like you to create breakthrough growth in your business.

Designing everything to transform what your customer experiences... identifying and filling gaps that your Customers don't even know exist and making your competition invisible.

Transforming your employees' experience... creating a team of happy, engaged employees that create happy, engaged Customers.

Creating an inspiring culture shift that ripples out into the community... fulfilling the higher purpose of you, your team, and your business.
Customer Service Conference Cleveland Convention Center Huntington Bank
Leading a Customer Service Revolution Means Higher Sales, Higher Morale, and Higher Brand Loyalty... Making Price Irrelevant.
Customer Service CX Leaders Working on the Business
What is the Customer Service Revolution?
The Customer Service Revolution is the leading education and networking event for leaders and entrepreneurs who want to win and compete based on service. 

This year we'll come together October 24-25, 2018 at the Huntington Convention Center in Cleveland, Ohio to reinvent your service, get inspired, and learn the best practices and innovations from world-class organizations.
Customer Experience Conference Attendees
Customer Service Revolution Conference Attendees Enjoying The Conference
Who is this event for?
Every year, we are excited to host leaders from all industries in the Customer Service Revolution including:

Teams that deliver customer service (many companies bring their entire team to inspire them and create an opportunity to work together on their customer service delivery)
Leaders who have been tasked with building customer service programs
Entrepreneurs who want to compete on service rather than price
Departmental leaders from all areas (B2B and B2C) including retail, call center, manufacturing, sales, operations, distribution, franchise, and more
Customer experience officers or managers
Not Only Have Business Rules Changed,
But the Entire Customer Service Game is Different.
Technology has changed the way our businesses operate. 
Social media has turned Customer Service upside down. 
We no longer control the perception of our brand. 
Our customers control our brand reputation.

Our customers are informed and empowered and expect personalization and fast response time.
Your business is under a microscope.
This is both good news and bad news.
One Customer experience handled poorly can quickly go viral and
devastate the brand equity you have worked so hard to build.

Building a culture focused on satisfying your Customer pays off big.
Our Speakers: The Leaders of the Revolution
Our powerhouse panel of experts will walk you through every aspect of 
building your competitive advantage in Customer Service.
Here's an overview of what we will be exploring:
Mark Sanborn
Mark Sanborn
How to create added value for customers and colleagues – without spending more money to do it
Kindra Hall
Kindra Hall
How to build a legendary customer service brand experience through strategic storytelling
Eric Chester
Eric Chester
How to attract, manage, motivate, and retain the emerging workforce by creating and sustaining a dynamic and compelling workplace culture
Christine Cashen
Christine Cashen
How to spark innovative ideas, handle conflict, reduce stress and energize employees to deliver great customer care
Sasha Strauss
Sasha Strauss
How to alter the way we run our businesses with the sociological and psychological shift in human communication
Neen James
Neen James
How the art and practice of paying attention holds the key to phenomenal customer service, higher sales and unlimited referrals
Dr. Willie Jolley
Dr. Willie Jolley
How to “Excellerate Your Team’s Success” by creating "An Attitude of Excellence" mindset where every customer interaction makes a powerful positive impact!
Judson Laipply
Judson Laipply
How to stop managing change
and start leading evolution
Dina Dwyer-Owens
Dina Dwyer-Owens
How to live a RICH life (respect, integrity, customer focus, and having fun in the process) adding major value to your bottom line, and your 
personal life
Adam Toporek
Adam Toporek
How to lead a world-class customer experience team and be your customer's hero 
Pete Smith
Pete Smith
How to deliver and receive
communication that influences our action, and
impacts our relationships
Andrew Sykes
Andrew Sykes
How to leverage the power of habits to improve performance and create a competitive advantage
Jaime Pun, Certified Customer eXperience Executive
Jaime Pun
Who is losing sleep at night over your Customer Experience?
(Jaime Pun & Brittni Walker)
Brittni Walker, Certified Customer eXperience Executive
Brittni Walker
Who is losing sleep at night over your Customer Experience?
(Jaime Pun & Brittni Walker)
John DiJulius
John DiJulius
How to make price irrelevant by making customer service your competitive advantage
Katie Mares
katie mares
How to tailor your customer experience for the decision maker…Women
Dave Murray
Dave Murray
How to develop, implement, and manage your customer's experience
Jess Bound
Jess bound
Hiring, leading, and retaining millennials
Click to Learn More About Our Speakers:
The Bottom Line: 
You Will Walk Away With an Actionable Plan to Win at Customer Service
Our speakers and faculty will walk you through real-world strategies, tactics, and tools to make Customer Service your competitive advantage, including how to:

•  Measure and establish return on investment on your customer service programs
•  Implement best practices of companies like yours who are leading a Customer Service Revolution and     winning
•  Motivate your internal customers to deliver exceptional care to your external customers
•  Consistently establish and consistently execute Customer service as your competitive advantage
•  Make price irrelevant by competing and winning on service
•  Create and implement customer service programs in all kinds of industries, including case studies with detailed tactics
PLUS, We Will be Building Out Your 
Customer Service Revolution Roadmap

You will work on building your implementation plan during the entire learning experience. 

Each speaker will equip you to identify tactical steps you can take to quickly make an impact in your business.
Customer Service Conference Roadmap
“Improving your customer service without a Service Vision* is like sailing without a compass. John DiJulius has been instrumental in revamping our customer service systems.”
- Craig Russell, Starbucks
“Awesome speakers. For those who missed it, I don’t think they’ll ever regain that experience.”
- Alan Lovelace, Domino’s
“The different speakers from different backgrounds makes this conference different than any other ones.”
- Michael Coburn, Nestle
The Melting Pot
“You helped us revolutionize the way we serve our guests..."
- Kendra Sartor, National Marketing Director, The Melting Pot Restaurants
General Cable
“I attended the Secret Service Summit* last year and was inspired and motivated. I have been to many conferences and seminars in my career and there’s no question this one was the best.”
- Ryan Goard, General Cable
“The Secret Service Summit* will inspire you and inform you of new practical ideas and advise that you can take back and use to continue to change your company and create a distinctive brand.”
- Derek Kaivani, PwC
*The Customer Service Revolution is formerly known as The Secret Service Summit.
The Agenda
Wednesday, October 24, 2018
8:00 AM: Networking Continental Breakfast (included)
8:30 AM: General Session
Breakout 1
Lunch (included)
Breakout 2
Breakout 3
General Session
5:30 PM: Close
Thursday, October 25, 2018
8:00 AM: Networking Continental Breakfast (included)
8:30 AM: General Session
Lunch (included)
General Session
4:00 PM: Close
Conference Speaker
Our Guarantee
When you attend our event,  you will be ensured a spot to join us and you will receive:
Reserved Group Seating:
Reserved seating for your entire team, so you can stay together.
PLUS, our No Questions Asked Guarantee!
You are our Customer and we are here to take great care of you. Your tuition is fully transferable, if something comes up. If for any reason you are unable to attend the event, simply send us an email prior to the event and we will happily take care of you.
Ticket Price
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The Venue
Cleveland, Ohio, Home of Lebron James
Cleveland, a vibrant lakeside city, is known for its world-renowned arts & cultural institutions, the nation’s second-largest performing arts district, the Rock and Roll Hall of Fame and a nationally-recognized culinary scene.
Huntington Convention Center Cleveland Ohio
Huntington Convention Center
300 Lakeside Ave E, Cleveland, OH 44113

The Westin Cleveland Downtown
777 St. Clair Avenue NE
Cleveland, OH 44114

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What began as The Secret Service Summit, a customer service conference in 2009, has now become The Customer Service Revolution.

We created The Customer Service Revolution for those leaders on an uncompromising quest to change the world, for those who understand there is no bigger competitive advantage today than being a world-class customer service organization.

We invite you to join us for two days of world-class general sessions and breakout speakers, ground-breaking insights, incredible networking with paramount service leaders, plus, the big ideas, motivation, and renewed energy to propel you and your team to the next level of customer service.
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John DiJulius
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Frequently Asked Questions
Is there a discount if we want to bring our team?
Yes! If you'd like to bring your entire team to transform your Customer Service culture, there is a special rate available for companies bringing a full table (8 seats) or more. With any questions, call Nicole at 440-443-0028.
What is included in my conference ticket?
Admittance to full conference, two days general session plus choice of breakout sessions to attend.
Continental breakfast and lunch both days.
Opening reception with appetizers and cash bar before the event begins on the evening of October 23rd.
What is the closest airport to the conference?
The closest airport is Cleveland International Airport, airport code CLE, which provides direct flights to and from many major cities in the world.
What is the best way to get to the hotel from the airport?
The event venue is 20 minutes away from Cleveland Airport. There are many transportation options available including Lyft, Uber, and Taxis.
Rail transportation is available from the airport to the downtown area. The downtown area also has a free trolley service as well as two bus lines. Driving to Cleveland is also easy with four major interstates serving the city.
What kind of weather should I anticipate?
October in Cleveland is typically cool with temperatures ranging from 50-60F.
I have a question that I don't see the answer to, how can I contact your team?
Simply email us at and we'll get back to you ASAP.
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