Deliver the Next Generation of Customer Service

Name: Reuters Events: Customer Service & Experience USA 2021
Start: 2020-05-26T08:30
End: 2020-05-28T17:00

Embrace a CX Culture, Enable Transformation, Exceed Expectations.

1,000⁺Attendees
30⁺Leading Speakers
30⁺Sessions
4⁺Workshops

Your Customers’ Expectations Have Been Redefined: Meet Them

Service & Experience has undergone a seismic shift, forever redefining customer demands for a more connected age. Are you prepared to meet them?

With your customers demanding convenient & frictionless experiences on a number of channels, aspirations on roadmaps like intelligent self-service, transactional automation, and seamless transition between channels, are now pivotal in providing efficiency and satisfying experiences.

Whether at home or in the contact centre, you are asking more of your agents – It is critical you augment them with the capabilities needed to excel. You must empower your teams to reach new highs with contextual knowledge bases, on-demand training and a customer-centric culture.

Reuters Events: Customer Service & Experience brings together leaders from the world’s most influential brands to set a new standard for service & experience. Ensure your business is not left behind with the right tools, real-world benchmarks and organizational strategies to adapt your customer care strategy for an everchanging world.

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The Customer Care Leaders Committed To Sharing Their Expertise in 2021!

Amy Shore Chief Customer Officer Nationwide

Michael Stutts CCO Bloomin' Brands

Annmarie Reynolds VP, Chief Customer Officer The AES Corporation

Funmi Williamson CCO & SVP Customer Ops PECO, Exelon Corp

Lance Gruner EVP Global Customer Care Mastercard

Julie Foster Vice President Customer Experience Medtronic

Colin Crowley Vice President Customer Experience Freshly

Dan Mohnke VP, eCommerce Nissan North America

Katie Miller VP Client Services & Fan Experience Orlando Magic

Maly Bernstein VP, eCommerce CVS Health

Rachna Dayal Goel Global Director Transforming CX Johnson & Johnson

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The World-Class Leaders Who Headlined 2020’s Virtual Event:

Michael Del Pozzo Chief Customer Officer Frito-Lay NA

Aparna Khurjekar Chief Customer Officer Verizon Consumer Group

Lance Gruner EVP Global Customer Care Mastercard

Juliann Bowerman Chief Global Digital Consumer & Customer Experience Officer Kellogg Company

2021’s agenda at a glance

Business Critical Sessions Featuring Those Leading the Frontline of Customer Service, Experience and Social Customer Care.

Strengthening Service & Experience with Technology:

00:00am–00:00am

Building A Better Picture: Gathering & Utilising Customer Data to Enhance CX

00:00am–00:00am

Augmenting Agent Capabilities & Efficiency With AI

00:00am–00:00am

Technological Resolution: Overcoming 2021’s Biggest Challenges

00:00am–00:00am

Asynchronous Messaging & Self-Service: The Importance of Flexibility

The Next-Generation of Service Team:

00:00am–00:00am

Maintaining Customer-Centric Culture While Working Remotely

00:00am–00:00am

Using Agents Proactively: Evolving Service Teams Beyond Care

00:00am–00:00am

World-Class CX Begins from Within: Enhancing the Employee Experience

Meeting Consumer Demands Head On:

00:00am–00:00am

Keeping up with Digital Demands

00:00am–00:00am

Traditional vs Emerging Channels: Building an Effective Omnichannel Strategy

00:00am–00:00am

Voice of the Customer: Earning Loyalty in an Ever-Changing Consumer Landscape

00:00am–00:00am

Establishing a Connection: Utilising Personalization to Provide Optimal CX

The CX Leader of the Future:

00:00am–00:00am

What’s Next for CX? 2021 & Beyond

00:00am–00:00am

The Growing Importance of the CCO: Leadership in 2021

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Attended by innovators from:

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Keynotes, Q&A’s and Panel Discussions That Mapped the Future of Support

Designed in collaboration with our community, the agenda is focused on transforming customer service to meet changing customer demands and equip leaders with the tools and strategies to deliver on the opportunity available to customer support leaders today.

Build Voice of Customer Analytics into Your Proactive Support Strategy In order to understand recent shifts in consumer behaviours and expectations, companies need to change how they connect with and serve customers. Analyse data to anticipate customer expectations and improve overall customer experience
Deliver Seamless Omnichannel Support, Anytime, Anywhere Map your key points of interaction, break into new social and digital touchpoints, synchronize channels to capture the entire customer journey and personalize each experience
Build, Retain and Empower the Ultimate 2021 Workforce Streamline hiring and onboarding, augment your workforce with automation, knowledge systems and accurate sentiment analysis, and instil a customer-centric culture that will guide you seamlessly into the next generation of service & experience
Scale Support with Chatbots, Automation, AI and More Prove ROI, seamlessly integrate innovative solutions and effectively leverage machine learning to identify key customer & agent friction points to deliver personalized, automated solutions with the human touch

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Customer Service, Support & Experience Leaders from America's Biggest Brands

The biggest brands in the US with a reputation for excellent service are gathering at Reuters Events: Customer Service & Experience USA 2021 to understand new customer demands and set a strategy to stay one step ahead. The must-attend virtual event is the who's who of the customer-centric support community - you won’t find better networking anywhere.

Representatives include:

Chief Customer Officer
EVP, Global Customer Care
SVP, Customer Care
VP, Customer Support
VP, Customer Experience
VP, Customer Service
VP, Social Customer Care
VP, Technical Support
Head of Social Customer Care
Head of Customer Experience
Head of Client Services
Director, New Digital Channels
Director, Customer Obsession
Director, Services Program
Director, Customer Care
Director, Customer Experience & Compliance
Director, Global Services Deliver
Director, Sales Center
Snr Manager, Workforce Optimization
Manager, Social Media Care
Manager, Client Success
And many, many more...

More info on attendees

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Panel Discussions and live Q&A’s that allowed you to interact with panellists in real time

Watch Live Watch presentations, fireside chats and panel discussions from top industry thought leaders as they happen.	Discuss Comment and question in real time. Spark conversations with your 1,000+ fellow attendees. Follow up with interesting ideas in the digital networking suite!
Question Get in-depth answers in real-time in our live Q&A sessions in each presentation and panel!	On-Demand Access a selection of sessions on demand, including extra content not available live. Imagine Netflix but the best of customer care thought leadership.
A Brand New Virtual Exhibition If you want to find the solution providers that are driving innovation in customer care, whether it’s by empowering agents with new tools, increasing customer engagement or develop meaningful relationships at scale, you can find your next partner in our digital exhibition. Don’t forget to leave a digital business card!	Audience Interactivity We know that opportunities to interact with your peers are what make events special. That’s why wherever possible and using the latest technology we will continue to deliver live Q&As, breakout sessions & workshops and audience polls.

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Mission Statement

{

At Reuters Events: Customer Service & Experience USA 2021, our mission is to ensure your business is not left behind with the right tools, real-world benchmarks and organizational strategies to adapt your customer care strategy for an everchanging world. We’re committed to bringing together those leading customer support & experience from the world’s most influential brands to define a new standard for service & experience.

}

Register now to secure your place

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Customer Service & Experience USA brings together leaders from some of the world’s most influential brands across multiple industries to create meaningful dialogue around how to innovate and elevate not just customer service but the full end-to-end customer experience. It’s a tremendous opportunity to learn from others outside of your space and bring the best practices back to your own organization
Eliot Hamlisch, Senior Vice President, Global Loyalty & Partnerships, Wyndham Hotels & Resorts

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Senior Leaders in Attendance

Dominated by End User Brands

Register now to secure your place

5 Reasons You Have to Attend Customer Service & Experience USA 2021

Hear real-world insights from 30+ senior leaders from across the customer journey: Engage, interact and learn from those directing the future of the customer service space
Flexible, on-demand learning tailored to you: Whether you tune in live or access on-demand, choose from 30+ sessions and workshops to custom-build your experience
Strategize and plan the future of your service dpeartment: Leave with the tools and strategies to enact impact-driven change with our interactive strategy-focused agenda
Find the solution with 20+ handpicked solution providers. Whilst the event is tailored for and focused on inhouse executives, our virtual exhibition hall ensures that you can meet the vendors you need to move your department forward.
Commit to meeting customer demands, implementing effortless experiences & delivering the next generation of customer service & experience.

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Here to help

Get in touch with the Reuters Events team

Scott Cormack Global Event Director +44 (0) 207 536 7236 Click to email

Josh Gordon Commercial Director +44 (0) 207 422 4348 Click to email

2020 Partners

The companies with solutions to share.

Deliver the Next Generation of Customer Service

Embrace a CX Culture, Enable Transformation, Exceed Expectations.

Your Customers’ Expectations Have Been Redefined: Meet Them

The Customer Care Leaders Committed To Sharing Their Expertise in 2021!

Be the first to see the full agenda and speaker line-up!

The World-Class Leaders Who Headlined 2020’s Virtual Event:

2021’s agenda at a glance

Strengthening Service & Experience with Technology:

The Next-Generation of Service Team:

Meeting Consumer Demands Head On:

The CX Leader of the Future:

Be the first to see the full agenda and speaker line-up!

Attended by innovators from:

Keynotes, Q&A’s and Panel Discussions That Mapped the Future of Support

Customer Service, Support & Experience Leaders from America's Biggest Brands

Representatives include:

Be the first to see the full agenda and speaker line-up!

Panel Discussions and live Q&A’s that allowed you to interact with panellists in real time

Mission Statement

Be the first to see the full agenda and speaker line-up!

Be the first to see the full agenda and speaker line-up!

Senior Leaders in Attendance

Dominated by End User Brands

5 Reasons You Have to Attend Customer Service & Experience USA 2021

Here to help

2020 Partners

Platinum Sponsors

Gold Sponsors

Supporting Sponsors

Media Partners