We are nearing the age of effortless resolution. Whilst customer expectations continue to rise, advances in automation are unlocking the path for customer service leaders to deliver a seamless, personalised and at times predictive omnichannel experience. Whilst there are going to be challenges over coming legacy systems and assumptions, an unprecedented opportunity lies before us.
New extremes of efficiency are now possible. The cost to service phone is going down, as agents become empowered by new approaches to knowledge bases, automation, and training. Newer more conversational messaging channels are proving even more efficient with their high affinity for automation and agent concurrency. Customers are also solving ever more complex issues without agent intervention as self-service channels reach new heights of both popularity and functionality.
Experience is a key differentiator. Competition in every industry is fierce, but we have the potential to create loyal customers with every interaction. Customer service departments are no longer just the face of the business, they are a key driver. It is time for you to take your seat at the table.
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
Miguel Quiroga CEO Visible (Verizon)
Mike Kuenne Chief Customer Experience Officer Extended Stay America
Dan Christian Chief Digital Officer The Travel Corporation
Himanshu Niranjani Chief Technology Officer Visible
Lea Harpster VP of Customer Service (Legal) Thomson Reuters
Tamar Cohen VP Global Head of Customer Experience Zoetis
Marlene Kolodziej VP, Centralized Services Ricoh USA
Dan DiGiralomo VP Customer Service T-Mobile
Efrem Berman VP, Global Loyalty & CRM Radisson Hotel Group
Amar Babu VP of Services Operations Lenovo
Jim Reynolds VP, Customer Experience US Bank
Colin Crowley VP, Customer Experience Freshly
At the Customer Service & Experience USA 2020, our mission is to give you the tools and strategies to achieve effortless resolution, drive new extremes of efficiency and deliver the ultimate customer experience. That’s why we’ve gathered those leading customer support, experience and digital customer care from the world’s most influential brands. A community of trailblazers, defining a new standard for service and care.
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.
The biggest brands in the US with a reputation for excellent service are gathering at the 10th Annual Customer Service Summit to understand new customer demands and set a strategy to stay one step ahead. Reuters Events' Customer Service & Experience USA is the who's who of the customer-centric support community, you won’t find better networking anywhere.
Business Critical Sessions Featuring Those Leading the Frontline of Customer Service, Experience and Social Customer Care.
Experience as a Key Brand Differentiator: What Role Does Customer Service Play?
Achieving Seamless Personalized Omnichannel Care
Getting Customers to Answer Their Phones Again: A Thing of the Future, Not of the Past
Merging Man and Machine: New Tech and AI Redefining Support Agent Potential
Building the Ultimate Workforce - Recruit, Train and Motivate Model Agents for Every Channel & Role
Operationalize User Centered Design - How Research Improves the Employee Experience
Reinventing Your Knowledge Base
Kickstart Your Customer Service Culture
The Customer Service Leader of the Future: Identify the strategies you need to stay ahead of the game.
Eliminate Cost-Center Mentality by Incorporating Customer Feedback Throughout Your Organization
The Future of Customer Experience is Conversational
Measuring Efficiency and Utilization in Asynchronous Messaging
Why Messaging is the Future of Customer Service
Build, Deploy, and Optimize a Chatbot Quickly and Efficiently
Why Self-Service & Transactional Automation is an Essential Piece of your 2020 Strategy
Social Media Support - Fast & Meaningful
Eliot Hamlisch, Senior Vice President, Global Loyalty & Partnerships, Wyndham Hotels & ResortsCustomer 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
Get in touch with the Reuters Events team