Insights

Content Calendar

Quarter 1: January – March

Webinar: Kickstarting A Customer-Centric Culture

Sponsored by: IBM

Watch Now
Workshop: Customer Engagement Redefined: Automation, Messaging and Beyond

Sponsored by: Conversocial

Webinar: The Evolution of Consumer-Brand Relationships
Watch Now
Webinar: The Importance of Mobile Messaging to Drive Action in the Digital Age

Sponsored by: Upland

Watch Now

Quarter 2: April – June

Webinar: Delivering the Next Generation of Customer Experience

Sponsored by: Press 2 For Spanish by Outsourcing

Watch Now
Webinar: Customer Engagement Redefined: Automation, Messaging & Beyond

Sponsored by: Conversocial

Watch Now
Workshop: Strategic Mapping of a Digital Experience Journey

Sponsored by: Interactions

INVITE ONLY
Webinar: Strategies to Drive More Successful Customer Support Experiences in 2021 and Beyond

Sponsored by: COVEO

Watch Now
Webinar: Reimagining the Contact Center

Sponsored by: Search Unify

Watch Now
Virtual Event: Reuters Events: Customer Service & Experience USA 2021
Find out more
Webinar, Interactive Week: The Modern Marketing Department: Meet Customer Expectations with Innovation, Purpose & Growth

Sponsored by: Sprinklr

Register here
Webinar, Interactive Week: The New Era of Personalized Marketing: Data, Analytics & Customer Insights

Sponsored by: Valassis

Register here
Webinar, Interactive Week: Passion for B2C and Affinity for B2B – Which Channels Are Getting the Most engagement and Why?

Sponsored by: Faveeo

Register here
Webinar: Rebooting Your Customer Journey: Data-Backed Experiences That Drive Retention

Sponsored by: Market Bridge

Register here
Webinar: Next Level CX: Exceeding Expectations in a World of Rapid Change

Sponsored by: Get Feedback

Register here

Quarter 3: July – September

Workshop: Transforming Your Support Team: Empowering Your Agents for Scalable Success

Sponsored by: Persistent

Coming soon…
Webinar: CX as the New Revenue Center: Evolving Care and Agent Strategy to Unlock New Opportunities

Sponsored by: asapp

Coming soon…
Workshop: Topic TBA

Sponsored by: Wrike

Coming soon…
Webinar: Rediscovering the Human Touch in the Age of CX Digitalisation
Available to Sponsor
Webinar: Let Messaging & Conversational CX Lead the Way
Available to Sponsor
Webinar: Topic TBA

Sponsored by: Genpact

Coming soon…
Webinar: Unleash the Full Potential of Your Support Agents
Available to Sponsor
Workshop: Strategic Mapping of a Digital Experience Journey

Sponsored by: Interactions

INVITE ONLY
Workshop: The Future of Customer Service

Sponsored by: Conversocial

INVITE ONLY
Webinar: Bespoke CX Webinar Opportunity Available
Sponsorship Opportunities
Roundtable: Custom CX Roundtable Opportunity Available

Interact with a targeted group of senior prospects in an intimate environment. Participants self-qualify themselves by registering, guaranteeing an engaged audience.

Sponsorship Opportunities
Report: Custom CX Report Opportunity Available

Work with our team of talented Reuters Events writers to create a powerful new piece of promotional content for your business. Furthermore, you’ll receive valuable new business leads to add to your sales pipeline when the whitepaper is marketed to our world-class database of leading decision makers.

Sponsorship Opportunities
Webinar: Topic TBA

Sponsored by: wrike

Coming soon…
Webinar: Topic TBA

Sponsored by: genpact

Coming soon…
Webinar: Use Influencers to Create Effective & Authentic Social Marketing Campaigns
Sponsorship Opportunities
Webinar: Purpose-Driven, Mission-Led Marketing: Why Purpose is Paramount to Building Trust
Sponsorship Opportunities

Quarter 4: October – December

Virtual Event: Reuters Events: Customer Service 2021
Webinar: The Customer Service Leader of the Future
Available to Sponsor
Webinar: Your 2022 Marketing Road Map
Available to Sponsor
Webinar: The Importance of Self Service
Available to Sponsor
Webinar: Customer Insights & Understanding New Consumer Behaviour
Available to Sponsor
Webinar: New Commerce: Fine-Tune Your Marketing Strategy to Support E-Commerce
Available to Sponsor
Webinar: CX Trends to Test in 2022
Available to Sponsor
Webinar: Bespoke CX Webinar Opportunity Available
Sponsorship Opportunities
Roundtable: Custom CX Roundtable Opportunity Available

Interact with a targeted group of senior prospects in an intimate environment. Participants self-qualify themselves by registering, guaranteeing an engaged audience.

Sponsorship Opportunities
Report: Custom CX Report Opportunity Available

Work with our team of talented Reuters Events writers to create a powerful new piece of promotional content for your business. Furthermore, you’ll receive valuable new business leads to add to your sales pipeline when the whitepaper is marketed to our world-class database of leading decision makers.

Sponsorship Opportunities
Webinar: Bespoke Marketing Webinar Opportunity Available
Sponsorship Opportunities
Roundtable: Custom Marketing Roundtable Opportunity Available

Interact with a targeted group of senior prospects in an intimate environment. Participants self-qualify themselves by registering, guaranteeing an engaged audience.

Sponsorship Opportunities
Report: Custom Marketing Report Opportunity Available

Work with our team of talented Reuters Events writers to create a powerful new piece of promotional content for your business. Furthermore, you’ll receive valuable new business leads to add to your sales pipeline when the whitepaper is marketed to our world-class database of leading decision makers.

Sponsorship Opportunities

On Demand

CMO Interviews

Join three of the world's most influential CMOs as we delve into the impact of COVID-19 on consumer-brand relationships and what they are planning for H2, 2021 and beyond.

Speakers:

  • Raja Rajamannar, Global CMO, Mastercard
  • Tamara Rogers, CMO, GSK Consumer
  • Pedro Earp, Global CMO, Anheuser-Busch InBev
Watch Now

Passion for B2C and Affinity for B2B – Which Channels Are Getting the Most engagement and Why?

We live in the passion-economy and trust is the new currency of successful marketers. If consumers trust your brand, they will be more willing to engage and share personal information, allowing you to curate a hyper-optimized experience for your customers. As social media becomes toxic and consumers become blind to fast-paced, meaningless content, marketers are looking for new ways to connect with their customers and rebuild trusted channels. So, what does that mean for marketers? If social is no longer engaging, where are we connecting with our customers now? And how can marketing teams prepare for this change?

  • What's Old is New: How the need for privacy, trust and safety have driven the rise of newsletters in the great data divide
  • Create a Deep Human-to-Human Connection with Meaningful Content: Deliver personalized, solution-focused content that truly provides value to your customer
  • Prepare for New Era Marketing Channels: Create timely marketing and react to cultural phenomena with trusted sources and a streamlined production process

Speakers:

  • Beth Mach, Chief Consumer Officer, TrueCar
  • Seema Keswani, Sr. Director - Global Brand & Advertising, Qualcomm
  • Alexis Dufresne, Founder & CEO, Faveeo
  • Nicholas Zeisler, Principal, Zeisler Consulting
Watch Now

The New Era of Personalized Marketing: Data, Analytics & Customer Insights

With over-saturated digital channels, volatile purchasing behavior, and ever-changing expectations, it has never been more important to have a personal understanding of your customer and how your marketing relates to them. Yet customers have a growing expectation of privacy—both online and offline—alongside of a demand for relevant messages and experiences. In this session, we will discuss how to apply data and insights for optimized marketing that resonates with your ideal audience. To be explored:

  • Targeted, Contextual and Personalized Marketing: Anticipate which products and campaigns resonate best while respecting consumer privacy demands
  • Better Understand Your Customer: Build an actionable voice of the customer based on feedback, testing, ad data, and campaign performance to gauge what is and will remain relevant.

Speakers:

  • Shalini Stansberry, VP Marketing, Kinder, Ferrero
  • Kelly Kimura, Senior Director of Product Management, Valassis
  • Sara M. Watson, Senior Analyst, Insider Intelligence
  • Abby Finnis, Snr Director, Global Marketing Digitalization, PepsiCo
Watch Now

The Modern Marketing Department: Meet Customer Expectations with Innovation, Purpose & Growth

The world was turned on its head in 2020, but with crisis comes innovation. Marketers entirely shifted their strategies to align with new customer needs, digital transformation teams came into their own as an essential component of every business, and a new blueprint for consumer-brand relationships was set in motion. Simply put, the world has been through a fast-tracked innovation boot-camp and we have come up with some stellar ideas. In this session, we will present them, poke holes in them, and decide which will stand the test of time. 

Explore:

  • A Year of Innovation in Review: Innovation, challenges, and opportunities for marketing teams
  • Align with Evolving Consumer-Brand Relationship: Customer expectations have changed – how can you leverage insights, enable agile marketing, and protect your brand’s reputation?
  • Create an “Always On” Digital Marketing Strategy: Aligning the promises of marketing and product delivery with the Chief Digital Officer
  • Leverage AI and Marketing Automation: Generate better content, reduce production costs, and access insights to create a full picture of your core customers

Speakers:

  • Minjae Ormes, CMO, Visible
  • Brad Hiranaga, Chief Brand Officer, General Mills
  • Grad Con, Chief Experience & Marketing Officer, Sprinklr
  • Laurel Mintz, Founder, Elevate My Brand
Watch Now

Women in Marketing: Where to From Here

Welcome to this exclusive Women in Marketing open panel discussion. In this session, Reuters Events' Strategic Director, Jasmine Kees, will sit down with a few of the most inspirational and driven marketing leaders in the business. This session will bring light to the importance of diversity of thought and how we can enact change today.

Speakers:

  • Ciara Dilley, VP, Household Builders, FritoLay
  • Erin Chin, CMO, Streamers & Creators, Logitech
  • Kristin Mchugh, SVP, Marketing, Verizon

Moderator:

  • Jasmine Kees, Strategic Director, Reuters Events
Watch Now

Reimagining the Contact Center

Sponsored by: SearchUnify

Watch Now

Strategies to Drive More Successful Customer Support Experiences in 2021 and Beyond

Sponsored by: Coveo

Watch Now

Customer Engagement Redefined: Automation, Messaging & Beyond

Sponsored by: Conversocial

Watch Now

Delivering the Next Generation of Customer Experience

Sponsored by: Press Two for English

Watch Now

The Importance of Mobile Messaging to Drive Action in the Digital Age

Sponsored by: upland

Watch Now

The Evolution of Consumer-Brand Relationships

More information coming soon…

Watch Now

How Have Consumer-Brand Relationship Changed?

More information coming soon…

Speakers:

  • Seema Keswani, Senior Director, Global Brand & advertising, Qualcomm
  • Nick Ragone, Chief Markeitng Officier, Ascension
  • Laurel Mintz, CEO & Founder, Elevate My Brand
Watch Now

Kickstarting A Customer-Centric Culture

It is becoming clearer that top-class customer experience cannot be achieved without nurturing great employee experience. An organization’s CX goals can become a reality when everyone across the enterprise has adopted a unified, customer-centric mindset. But how do you kickstart a culture of customer-centricity? This webinar will explore the technologies, processes, tools & cultural shifts needed to install customer centricity into the heart of your organizational goals for 2021. Transformed consumer demands, coupled with the on-going digital age, mean that you now simply cannot afford to neglect a culture of customer-centricity.

  • Great Customer Experiences Begin with Great Employee Experiences - Employees must understand how brand vision shapes their organization’s CX goals, and organizations must empower them to apply this vision to their day-to-day activities with the technologies, tools, data insights, and processes they need.
  • Customer Centric Leadership – Learn how your organization can authentically become more customer-centric when it shifts to a corporate culture that prioritizes the needs of its customers and employees as much as its business objectives.
  • The Digital Experience is the Human Experience - The digital experience not only informs our human experience, it is inseparable from it. Organization’s going through their own digital transformation face intense pressure to get customer experience right. Meeting consumer expectations & create customer journeys that engender the affinity and trust that can lead to customer love.

Speakers:

  • Speaker: Jennifer Quinlan, Managing Partner – Enterprise Strategy & Interactive Experience, Americas, IBM
  • Speaker: Lance Gruner, EVP Global Customer Care, Mastercard
  • Speaker: Erin Pheister, VP Organizational Effectiveness, Nationwide
  • Speaker: Doug Chaulk, Senior Director, Global Legal Premier Support, Thomson Reuters

Moderator:

  • Nicholas Zeisler, Principle & Founder, Zeisler Consulting
Watch Now

Meeting Consumer Demands for Frictionless Mobile Support Experiences

In the age of digitalization, loyalty is fleeting - Consumer demands are constantly evolving, and 2020 has seen a reinvigorated demand for digital and mobile experiences. As consumers spend more time and money via digital channels, it is imperative that your business does not neglect these channels and ensures top-class mobile & in-app support.

Synchronize Channels for a Seamless Mobile Experience - Leverage real-time data for a personalized experience, and fully embed self-serve, social, and chat into your mobile customer service offerings.

Remove friction, bolster retention & revenue, and eliminate bad user experience by providing dedicated, mobile-optimized support services.

Discover how to deliver a better mobile experience which will delight your users – Explore the opportunities for automation, asynchronous messaging & AI

Panelists include:

  • Paul Teshima, Chief Client Experience Officer, Wealthsimple
  • Matt Stein, VP of Products, Metromile
  • Sarah Feldman, Head of Customer Care, Visible
  • Janice Le, Chief Market & Product Officer, Helpshift

Moderator:

  • Nicholas Zeisler, Principle & Founder, Zeisler Consulting
Watch Now

Voice of the Customer: Creating a Seamless, Personalized Experience That Boosts Loyalty
  • With the rise in demand for digitalization seen in 2020, personal engagement with consumers via digital channels is more crucial than ever – Listen to your customers & learn from them in order to create a seamless experience that boosts loyalty & drives revenue
  • Learn to leverage technology in order to analyze, summarize and act on customer feedback across channels, geographies, customer segments, etc.
  • Real-time insights are a crucial piece of the puzzle - Understand the importance of the 'Voice of the customer' as a key driver for services delivery strategy & actions

Speakers include:

  • Jasmine Kim, Chief Marketing Officer, Sutter Health
  • Ana Pia Guzman-Briley, Director Customer Engagement & Loyalty, TGI Fridays
  • Carol Tran, Former Head of Growth, Dolby
  • Martijn Atell, CEO & Founder, VoteBash
Watch Now

Boost Efficiency By Connecting With Customers More Easily

Providing world class service is worthless if you cannot reach your customer in their time of need. In this webinar we will discuss how new approaches to engaging your customers can improve response rates, reduce costs and increase trust and satisfaction scores.

  • Increase service output. Boost efficiency by contacting your customer on their preferred channel at the right time.
  • Improve answer rates. Eliminate unsuccessful exchanges and phone tag to keep your agents focused on service, boosting efficiency and CSAT.
  • Protect your company’s reputation and get more calls answered. In today’s world in which consumers are being bombarded with nuisance calls and messages it is vital that you have a strategy to cut through the noise.

Speakers Include:

  • Pete Poul-Graf, VP Global Service Desk, DHL
  • Scott Ballantyne, Caller ID Reputation
  • Nicholas Zeisler, Principal, Zeisler Consulting
Watch Now

Building the Ultimate Customer Service Workforce – Train, Motivate & Empower Agents

Reuters Events are excited to announce our next free webinar: Building the Ultimate Customer Service Workforce – Train, Motivate & Empower Agents. Join over 1000 customer care professionals and tune into this hour-long webinar which will provide you with crucial insights into the future of customer service from senior leaders at some of America’s biggest brands.

In an era where the customer is king, support agents are your most important resource - It is more important than ever to evaluate, improve and inspire agent performance. To ensure you are providing the ultimate customer experience, it is vital to have the strategies and processes in place which will allow your agents to thrive across all channels.

In this webinar we will discuss:

  • Boost your customer service team’s performance - Optimize your quality operations and empower your agents by giving them visibility and real-time feedback on what they can improve. Keep them trained and updated.
  • Centralize and automate your entire QA process - Ensure quality performance is always being monitored, measured, trained, recognized and rewarded to drive agent improvement & productivity
  • Optimize agent performance across channels - Evolve your CRM to empower your agents with a more actionable understanding of your customers, no matter the touchpoint.

Speakers Include:

  • Colin Crowley, VP Customer Experience, Freshly
  • Emily Gray, VP Customer Success, Playvox
  • Donald Hicks, VP Global Ops & Customer Experience, Twitter
  • Doug Kramon, Senior Director Fan Support & Customer Care Ops, ESPN
  • Nicholas Zeisler, Principal, Zeisler Consulting
Watch Now

The Customer Service Leader of the Future

It has never been more important to understand that customer expectations are rising and must be met head on by providing truly exceptional customer experience. A leader of the future that can identify the strategies that will lead your business towards a best-in-class customer service is a crucial piece of the puzzle. Empower your agents with the tools they need to deliver a radically personal experience on any channel, reduce resolution times and build lifelong conversations.

In this webinar we discuss:

  • Arm your agents with the tools they need so that they can go beyond basic customer insights and provide a radically personal experience tailored to a customer’s history
  • Go beyond omnichannel to any channel – Deliver a seamless experience that allows you to build meaningful relationships wherever your customer is
  • Future-proof the base of your tech-stack to support the adoption of advancing technology and ensure your department stays ahead

Featuring:

  • Mike Kuenne, Chief Customer Experience Officer, Extended Stay America
  • Nigel Henry, Director of Customer Experience, Pizza Hut
  • Mike McCarron, VP of Customers, Gladly
  • Nicholas Zeisler, Principal & CX Strategist, Zeisler Consulting
Watch Now

Transform the Way Your Business Responds to Customers Through Personalised, AI-Driven Interactions

AI-driven technology is changing the way brands interact with their customers and allowing for more accurate, well-informed responses. With the importance of customer service and experience departments highlighted in the past few months, it is expected there will be a sharpened focus on ways to maximise efficiency.

What innovations will make the difference? Is greater emphasis on automation the key to meeting customers’ expectations?

We at Reuters Events have brought together CX leaders from Starzplay, LoveHoney, Kiwi.com and Sodexo for an exclusive free webinar

Speakers include:

  • Debbie Bond, Chief Commercial Officer, LoveHoney
  • Danny Bates, Chief Commercial Officer, Starzplay
  • Martin Ratolístka, Chief Order Processing Officer, Kiwi.com
  • Trevor Gordon, Global Omnichannel Director, Sodexo
Watch Now

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

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Get in touch with the Reuters Events team