Geoff Ables, C5 Insight Managing Partner, Announced as Chair and Keynote Speaker for Smart Customer Service 2020 in Washington, DC

Published on February 19, 2020

Geoff Ables will be chairing Smart Customer Service 2020 in Washington DC. He will also be delivering a keynote address and presenting three additional sessions. The event is scheduled for April 27-29, 2020.

C5 Insight Managing Partner Geoff Ables will be chairing Smart Customer Service 2020. The event, organized by Information Today, Inc., will be held the JW Marriott in Washington, DC April 27-29, 2020. Conference attendees will hear the innovative approaches that the world’s leading organizations are deploying to manage customer interaction and maximize customer value. Smart Customer Service is designed for the executives, managers and professionals who are managing and deploying customer service systems and strategies. Use the special speaker discount code SPF20 for a $100 registration discount at

Ables will be delivering the keynote, “Designing a People-Centric Digital Workplace: 5 Case Studies,” on April 27. He will be providing a visionary look into the future of work and a practical guide for getting there with five case studies highlighting how big data, analytics, processes, collaboration and culture must align. Attendees will learn what differentiates companies that succeed in transforming customer and employee engagement and how leaders are using digital workplace tools to accelerate toward a people-centric design.

Ables is also presenting the following sessions:

“Annual Plan: Continuous Customer Experience Innovation,” a Preconference Workshop on April 26. Most customer experience projects fail two or more times before organizations get it right. One critical reason for failure is because leaders do not fully understand the unique planning process. This interactive session dives into how to build an initial—and annually revised—plan for customer experience transformation. Attendees will participate in group planning exercises and learn how to build a plan, get the team engaged, build a business case, measure the ROI, benchmark satisfaction and constantly improve.

“7 Habits of Effective CRM Leaders” on April 29. CRM can deliver better customer experiences, higher loyalty, accelerated sales, and more effective marketing—but those results can be elusive. Attendees will learn how to generate excitement, engagement, adoption, and ROI while delivering a CRM solution that not only boosts performance but also wins over the entire team. This session is for companies starting a new CRM project, struggling with an existing one, or searching for ways to improve the current CRM system.

“Adoption Workshop: Going from CRM Struggles to ROI Success” on April 29. This interactive workshop will deliver tools and ideas to drive up adoption of CRM solutions, an overview of best practices and sharing of attendee experiences. This workshop delivers more than 26 ideas to drive up CRM solution adoption. Attendees pick which ideas to learn more about, gain an overview of best practices, share their own experiences and get access to additional tools and content.

Ables is the author of “The LUCK Principle: Business Results at the Intersection of People & Profit.” In the book he teaches how to harness the power of people, process and technology to transform a business into a digital workplace that balances a people-first culture with bottom-line results. The book is available in both paperback and Kindle versions on Amazon at

Geoff Ables, C5 Insight Managing Partner, is a bestselling author, international keynote speaker and consultant. He has over 20 years of consulting experience on topics including the future of work, digital disruption, customer relationship management, social collaboration and big data. Widely regarded as a thought leader on customer and employee engagement, his insights have been seen and heard in dozens of global venues. He founded C5 Insight in 2002 and has consulted with hundreds of companies in a broad range of industries. The firm has twice been named to the Inc. 5000 list of fastest growing companies.

For more information about Geoff Ables and C5 Insight, visit

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