April 9-11, 2018 | Renaissance Washington DC Hotel


Call For Speakers

Do you have a great presentation topic that you’d like to share with customer service and support strategists? If so, we want to hear about it! The editors of SmartCustomerService.com are inviting consultants, analysts, and client-side customer care practitioners to submit speaking proposals for our Smart Customer Service Conference (April 9-11, 2018) at the Renaissance Washington DC Hotel.

Important Note to Vendors:

Please do not propose customer service vendor representatives as speakers or submit topics about vendor products for general sessions—these proposals will not be accepted.

However, impressive case studies, presented by client companies, are highly desirable, so customer service vendors are encouraged to pitch their best customers as speakers. The customer service client representative must deliver the entire 45-minute presentation; vendor representatives are not permitted to share a presentation with a customer. We will also consider proposals for vendor-only panels. (Please see the Panels section below for more information.)

Topics of Interest

Customer service experience is about the role of customer service in the greater context of the customer experience that straddles multiple channels. Many of our attendees are seeking innovative strategies, ideas, and technologies to deal with the increasing use of multiple channels in their customer care organizations. They are looking for ways to improve customer engagement and satisfaction while improving their own business processes and, of course, to increase profitability. They want to know how best to provide stellar customer service in the multichannel, cross-channel, and mobile world.

Specifically, we are looking for high-quality content delivered by dynamic presenters in the following areas:

  • How to improve customer experiences
  • Strategies to improve customer engagement
  • Streamlining customer service processes
  • Self-service strategies
  • AI/Machine Learning, Knowledge Management solutions and strategies
  • Data security and identify verification best practices
  • CRM in government strategies and tactics
  • Integrating mobile tech into a holistic customer service strategy
  • Moving from multichannel to unified, omnichannel support
  • Leveraging analytics for intelligent decisions
  • Cloud versus on-premises solutions
  • Social media support best practices
  • Sales and customer service alignment
  • Marketing and customer service alignment
  • Improving customer service culture

Presentation Formats

Choose the format that best fits the material you submit.

Case Studies

Do you know a company that has implemented a truly multichannel customer care strategy? Do you have ROI and improved customer satisfaction numbers to back it up? If you can get the project manager to speak about this implementation, we want to hear about it! We welcome presentations describing detailed experiences with a particular technology project or application. Firsthand experience from those implementing multichannel customer care technologies in their business is preferred.

Expert Perspectives

Presentations from analysts or consultants who have extensive experience with multichannel customer care technology methods, skills, philosophy, design, implementation, or other relevant topics are welcome. We are seeking thought leadership presentations from objective practitioners.


We will consider panel proposals that include any mix of analysts, consultants, and customer care project leaders as panelists. Please submit a session topic and at least three participants who have agreed to participate (as well as their contact information).

We will also consider vendor-only panels. This is a great opportunity for vendor representatives to participate in a general session. However, vendors must be willing to share the stage with other vendors. These panel proposals must include high-level representatives (and their contact info) from three to four different vendors. If you are submitting a vendor-only panel presentation, please propose a topic and be sure each panelist has agreed to participate before submitting your proposal.

9 Tips to Getting Your Proposal Accepted

  1. Outline succinctly what someone will learn from your presentation. List 3 key points the presentation will cover.
  2. Provide as many details as possible. Attendees seek specific information.
  3. Be practical. We are seeking practical advice from working experts.
  4. Base your proposal on any of the suggested topics above.
  5. Offer a case study based on real-world experience, if you are a consultant, suggest a customer as a co-presenter.
  6. Describe a specific solution to a common problem.
  7. Put in plain words the practical, business-world implications of your research.
  8. Explain how to do something or how to implement a service or a technology.
  9. Write your proposal title and abstract in a way that will make a conference attendee want to register for the conference to hear your presentation! Please keep abstracts to 250 words or less.

Submit your speaking proposal here. The deadline for submissions has been extended to Friday, October 13, 2017.

We look forward to your proposals and hope to see you in Washington D.C.

Bob Fernekees

VP/Group Publisher

CRM magazine | destinationCRM.com
Speech Technology magazine | SpeechTechMag.com

Conference Program Director
CRM Evolution | destinationCRM.com/conference
SpeechTEK | SpeechTEK.com
Smart Customer Service | SmartCustomerService.com/conference 

Submit Your Proposal Here!

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