Exceed Changing Service & Experience Demands

  • 30+Leading Speakers
  • 30+Sessions
  • 4+Workshops

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

Your customers now demand convenient & frictionless experiences. The time for aspirational roadmaps is gone. Now is the time to implement and deliver experiences that delight at every interaction.

Without service & experience that exceeds customer expectations at every interaction, your business success in the new world will be critically endangered.

That’s why Reuters Events: Customer Service & Experience is bringing 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.

Register now to secure your place at the forefront of service and care!

Customer Service & Experience USA: A boardroom discussion

A carefully curated speaker faculty that showcases board-level leaders who are committed to delivering world class service & experience.

Claire Bennett - Headshot
IHG Hotels & Resorts - Logo

Claire Bennett Global Chief Customer Officer IHG Hotels & Resorts

Marc Cannon - Headshot
AutoNation - Logo

Marc Cannon Chief Customer Officer AutoNation


Marshae Mansfield - Headshot
Lenovo - Logo

Marshae Mansfield Chief Customer Officer NA Lenovo

Amy Shore - Headshot
Nationwide - Logo

Amy Shore Chief Customer Officer Nationwide


Tom Karinshak - Headshot
Comcast - Logo

Tom Karinshak Chief Customer Experience Officer Comcast

Funmi Williamson - Headshot
PECO, Exelon Corp - Logo

Funmi Williamson Chief Customer Officer & Senior Vice President Customer Ops PECO, Exelon Corp


Michael Stutts - Headshot
Bloomin' Brands - Logo

Michael Stutts Chief Customer Officer Bloomin' Brands

Annmarie Reynolds - Headshot
The AES Corporation - Logo

Annmarie Reynolds Vice President, Chief Customer Officer The AES Corporation


Julie Foster - Headshot
Medtronic - Logo

Julie Foster Vice President Customer Experience Medtronic

Dan Mohnke - Headshot
Nissan North America - Logo

Dan Mohnke Vice President, eCommerce Nissan North America


Katie Miller - Headshot
Orlando Magic - Logo

Katie Miller Vice President Client Services & Fan Experience Orlando Magic

Rachna Dayal Goel - Headshot
Johnson & Johnson - Logo

Rachna Dayal Goel Global Director Transforming CX Johnson & Johnson

Be the first to see the agenda. Download the info pack!

Defining Pillars of Customer Service & Experience 2021

Strengthening Service & Experience with Technology

The rapid digitalisation of service and experience has exacerbated the crucial role of technology. How can companies ensure that they have the capabilities, tools & processes in place that will ensure experiences that delight the customer at every touchpoint, while improving efficiency?

The Next Generation of Service Team

You are demanding more from your service teams than ever before. But does your organisation augment, empower & inspire them to deliver premium experiences while keeping resolution times low?

Meeting Consumer Demands Head On

Service & Experience evolves along the lines drawn by our customers. Customer demands are at the heart of what we must deliver, but does your strategy emphasize that listening, learning & adapting to changing customer demands is business critical?

The CX Leader of the Future

Service & Experience has undergone a seismic shift that requires strong, innovative leadership to evolve successfully out of. What tactics can you deploy as a leader to ensure that CX strategy is successfully placed at the heart of all business strategy?

30+ Agenda Sessions Designed to Provide the Answers, Solutions & Strategies You Need to Transform Your Service & Experience Offering:

  • Guarantee that you are listening to your customers every need. Discover how to implement robust, data-driven Voice of the Customer programmes which will allow you to listen, learn & adapt to ever-changing customer demands.
  • Deliver a seamless, pain-free service at every stage of the customer journey. Develop and integrate deeply personalised omnichannel strategies that delight the customer. Blend asynchronous messaging channels, automation & AI with human expertise to ensure optimised experiences no matter the channel.
  • Empower your service teams the capabilities they need. Utilize contextual knowledge bases, customer data insights, automation & AI to ensure that top-class, personalised CX is delivered efficiently & effectively.
  • Implement & encourage a culture of customer centricity. Ensure CX is at the forefront of every interaction by inspiring your teams with a unified vision of service & experience goals, and empowering them with the tools, training & technologies they need to deliver.

2 Business Critical Days Designed by Customer Service & Experience Leaders:

Day 1:
Evolving Service & Experience Teams


  • The Growing Importance of the Chief Customer Officer: As service & experience are brought into sharper focus as a key business driver, discover the lessons, strategies & visions that Chief Customer Officers are implementing to provide world class CX.
  • Experience & Service in 2021 & Beyond: From an increased demand for digital experiences, to an expectation of convenience & efficiency, uncover what industry leaders are pointing to as focal points of the post-pandemic CX landscape.
  • Evolving Service Teams Beyond Care: As technology and automation continue to handle a larger percentage of cases, learn how this will affect the future of recruiting service talent, and determine how agile teams will be crucial to driving revenue and retention.
  • Enhancing the Employee Experience: Now more than ever, leaders are acutely aware that employee experience has a direct impact on outgoing customer experience. So how can you nurture this? Discover how providing the right capabilities, culture & guidance to employees can propel you towards your CX goals.
  • Maintaining a Customer-Centric Culture While Working Remotely: We will review how training, engaging and empowering must be redefined in order to instil a culture of customer-centricity at the heart of your organisation.

Day 2:
The Digitalisation of Service & Experience


  • Building A Clearer Picture: Enhancing CX with Customer Data: The importance of building a data-backed profile of your customer is pivotal. Discover how data can be gathered and utilised effectively in order to provide truly personal experiences that exceed customer demands.
  • Augmenting Agent Capabilities & Efficiency With AI: With the help of innovative technologies & automation, agents can be augmented to exceptional CX at every interaction, while keeping resolution times low. Tune in to discover how to strengthen your service teams with technology.
  • Technological Resolution: Overcoming 2021’s Biggest Challenges: As we have taken great strides into the digital landscape, innovative solutions to service & experiences biggest challenges have offered promise. Discover how and where technological resolution can transform your challenges into opportunity.
  • Asynchronous Messaging & Self-Service - The Importance of Flexibility: If the demand for digital has cast a spotlight on one thing, it is the desire for flexibility. Learn how to provide customers with the convenient experiences they want by being ‘always-on’.
  • Keeping up with Digital Demands: Consumer demands for digital experiences skyrocketed in the wake of the global pandemic – and they are here to stay. Ensure you are equipped to provide frictionless experiences on the digital channels the consumer demands.
  • Earning Loyalty in an Ever-Changing Consumer Landscape: Customer loyalty will be critical for recovery & success. Discover how robust Voice of the Customer programmes can be effectively utilised to ensure you are meeting consumer demands, and providing experiences that will keep them coming back for more.

Single Event Pass

  • Exclusive speaker Q&As and interviews providing commentary on the biggest industry trends and challenges
  • Access to the 1-to-1 networking platform which allows you to build connections with industry peers.
  • Access to the LIVE two-day event including keynotes, live panels & fireside chats.
  • Live Q&A & Polling.
  • Access to virtual exhibition to help you identify the solutions that will transform your care strategy.
  • Receive our strategic post-event report.
  • Exclusive access to workshops & roundtables for end-users.
  • Invitation to the Speaker Q&A Green Room to elevate your event networking.
  • Full access to our On-Demand Hub allowing you to catch up on all Keynotes, panels & fireside chats from the live event.

Reuters Professional Pass Includes:

  • Exclusive speaker Q&As and interviews providing commentary on the biggest industry trends and challenges.
  • Access to the 1-to-1 networking platform which allows you to build connections with industry peers.
  • Access to the LIVE two-day event including keynotes, live panels & fireside chats.
  • Live Q&A & Polling.
  • Access to virtual exhibition to help you identify the solutions that will transform your care strategy.
  • Exclusive access to workshops & roundtables for end-users.
  • Invitation to the Speaker Q&A Green Room to elevate your event networking.
  • Full access to our On-Demand Hub allowing you to catch up on all Keynotes, panels & fireside chats from the live event.
  • Premium access to all live virtual 2021 Reuters Events: Marketing & CX conferences
  • Access to all Reuters Events: Marketing & CX 2020 digital content through our On-Demand Hub
  • Strategic post-event report for all 2021 Reuters Events: Marketing & CX conferences

Register now to secure your place at the forefront of service and care!

Thank you to our Customer Service & Experience USA 2021 Partners and Sponsors

Who is Reuters Events: Customer Service & Experience Community?

Reuters Events: Customer Service & Experience USA 2021 is a meeting of the USA’s biggest brands, positioned at the intersection of a truly diverse range of industries. All gathered with one goal – to set strategies that will keep you one step ahead.

Retail

Technology & Digital


Telecommunications


Banking & Finance



Travel & Hospitality

Energy & Utilities


Pharmaceuticals

Automotive


Amazon's Logo
USAA's Logo
Verizon's Logo
united_health_group's Logo


AARP's Logo

Expedia's Logo
Ebay's Logo
Marriott International's Logo


Home Depot's Logo
Dell's Logo

CXPA's Logo
Twitter's Logo


AMC's Logo
Intuit's Logo
Jenny_Craig's Logo

us_Bank's Logo


Capital One's Logo
Mastercard's Logo
Southwest's Logo
Uber's Logo



Samsung's Logo
Alaska_Airlines's Logo
PizzaHut's Logo
DHL's Logo


Google's Logo

Wells_Fargo's Logo
Apple's Logo
US_Bank's Logo


Ricoh's Logo
Resmed's Logo

PEMCO's Logo
Hootsuite's Logo


eBay's Logo
Dow_Jones's Logo
Conversocial's Logo

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...

Senior Leaders in Attendance

Dominated by End User Brands

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

technology/large/wifi Created with Sketch. Watch Live Watch presentations, fireside chats and panel discussions from top industry thought leaders as they happen.

user-interface/large/comment-add Created with Sketch. 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!

files-folders/large/question Created with Sketch. Question Get in-depth answers in real-time in our live Q&A sessions in each presentation and panel!

technology/large/player-19 Created with Sketch. 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.

shopping/large/cart-9 Created with Sketch. 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!

shopping/large/mobile-touch Created with Sketch. 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.

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.

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

  1. 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
  2. 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
  3. 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
  4. 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.
  5. Commit to meeting customer demands, implementing effortless experiences & delivering the next generation of customer service & experience.

Here to help

Get in touch with the Reuters Events team