Geoff Ables, C5 Insight Managing Partner, Chairing and Presenting at Smart Customer Service 2019 Conference in Washington, D.C.

Published on April 16, 2019

C5 Insight’s Geoff Ables is chairing the Smart Customer Service 2019 Conference in Washington D.C. He will also be presenting a keynote and another session. Tricia Desso-Cox, C5 Insight Managing Director, is presenting a post-conference workshop.

Geoff Ables, C5 Insight Managing Partner, was selected to chair Smart Customer Service 2019. He is also a featured speaker and will be presenting a keynote and another session. C5 Insight Managing Director Tricia Desso-Cox is presenting a post-conference workshop. Smart Customer Service 2019 is co-located with CRM Evolution 2019 at the Renaissance Washington DC Hotel from April 29 to May 1, 2019. Participants at Smart Customer Service 2019 will hear innovative approaches the world’s leading organizations are deploying to manage customer interactions and maximize customer value. Designed for the executives, managers and professionals who are managing and deploying customer service systems and strategies at all types of organizations, this year’s program includes tracks on Smart Customer Service, Omni-Channel Customer Care and Customer Service Leadership.

Ables said, “Your job as a customer care leader has been transformed, reshaped and disrupted in the past few years – and this trend will continue for the foreseeable future. Keeping up with changes in omni-channel strategy, design thinking, artificial intelligence, virtual reality, loT, chat bots, machine learning, new business models and cultural changes impacting employees and customers can be overwhelming.” He continued, “Missing one of these critical forces shaping the future of customer service can mean the difference between success, struggle or even business failure. The challenges and opportunities you face as a professional loom larger than ever. Now in our 8th year, Smart Customer Service 2019 continues our tradition of delivering access to the broadest range of thought leadership, emerging solutions and peer networking.”

For registration and more information about Smart Customer Service 2019, visit As conference chairman, Ables is making a special discount code available for all who wish to sign up. Use the discount code GAC519.

Ables will be presenting the session, “People-Centric: 5 Case Studies in Digital Transformation,” on April 29. He will go through five rules for customer engagement and how leaders put them into action. Using insight from five case studies, attendees will get a visionary look into the future of work and develop a practical guide for transformation.

Ables will also be delivering the Closing Keynote – “Analytics: The Executive Briefing,” on May 1. Analytics initiatives are among the highest priorities according to CEO surveys and organizations that fall behind are increasingly at risk of being disrupted by those that stay on top of emerging analytics technologies. Using several case studies, Ables describes how global leaders are using analytics and provide simple steps for adopting more analytics-driven processes.

Desso-Cox is presenting the post-conference workshop, “Creating Customer Personas & Journey Maps,” on May 1. In this session she describes the need to know customers well enough to be able to design a process that delights them at every step of the process. Participants will learn how to understand customer personas and create journey maps to drive more effective customer service.

C5 Insight was founded in 2002 and is a leader in delivering customer engagement and employee collaboration projects. The company has consulted with hundreds of companies around the world 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 C5 Insight, visit

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