Effortless Resolution. Ultimate Experience

Omnichannel Support, Empowered Agents, Seamless Self Service
  • 5,000+Attendees
  • 30+Leading Speakers
  • 30+Sessions
  • 4+Workshops

A time of unprecedented challenge and opportunity for Customer Service Leaders

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.

Customer Service & Experience USA 2020 welcomed 5,000 virtual attendees!

Will you join us in 2021 for the future of customer service?

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

Michael Del Pozzo - Headshot
Frito-Lay NA - Logo

Michael Del Pozzo Chief Customer Officer Frito-Lay NA

Aparna Khurjekar - Headshot
Verizon Consumer Group - Logo

Aparna Khurjekar Chief Customer Officer Verizon Consumer Group

Lance Gruner - Headshot
Mastercard - Logo

Lance Gruner EVP, Global Customer Care Mastercard

Juliann Bowerman - Headshot
Kellogg Company - Logo

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

Snapshot of the Customer Care Visionaries Who Defined A New Standard of Service & Care

Miguel Quiroga - Headshot
Visible (Verizon) - Logo

Miguel Quiroga CEO Visible (Verizon)

Mike Kuenne - Headshot
Extended Stay America - Logo

Mike Kuenne Chief Customer Experience Officer Extended Stay America

Dan Christian - Headshot
The Travel Corporation - Logo

Dan Christian Chief Digital Officer The Travel Corporation

Himanshu Niranjani - Headshot
Visible - Logo

Himanshu Niranjani Chief Technology Officer Visible

Lea Harpster - Headshot
Thomson Reuters - Logo

Lea Harpster VP of Customer Service (Legal) Thomson Reuters

Tamar Cohen - Headshot
Zoetis - Logo

Tamar Cohen VP Global Head of Customer Experience Zoetis

Marlene Kolodziej - Headshot
Ricoh USA - Logo

Marlene Kolodziej VP, Centralized Services Ricoh USA

Dan DiGiralomo - Headshot
T-Mobile - Logo

Dan DiGiralomo VP Customer Service T-Mobile

Efrem Berman - Headshot
Radisson Hotel Group - Logo

Efrem Berman VP, Global Loyalty & CRM Radisson Hotel Group

Amar Babu - Headshot
Lenovo - Logo

Amar Babu VP of Services Operations Lenovo

Jim Reynolds - Headshot
US Bank - Logo

Jim Reynolds VP, Customer Experience US Bank

Colin Crowley - Headshot
Freshly - Logo

Colin Crowley VP, Customer Experience Freshly

Mission Statement

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.

Attended by innovators from:

amgen's Logo
bed_bath_and_beyond's Logo
boston_red_sox's Logo
citi's Logo

colgate_palmolive's Logo
dyson's Logo

frontier_airlines's Logo
gartner's Logo

ge_digital's Logo
google's Logo
hilton's Logo
home_depot's Logo

crayola's Logo
footlocker's Logo
youtube's Logo
bumble's Logo

hertz's Logo
usaa's Logo

hbo's Logo
t_mobile's Logo

estpac's Logo
lavazza's Logo
lufthansa_systems's Logo
marriott_international's Logo

mastercard's Logo
microsoft's Logo
mondelez_international's Logo
national_geographic's Logo

raymour_and_flanigan's Logo
samsung's Logo

southwest's Logo
twitter's Logo

uber_eats's Logo
uber's Logo
walmart's Logo
wyndham_hotels_resorts's Logo

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 Create a closed feedback loop to understand how your customers want to communicate with you, analyse resulting 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 2020 Workforce Streamline hiring and onboarding, augment your workforce with automation, knowledge systems and accurate sentiment analysis, and let workforce optimization guide you seamlessly into the future of contact center support
  • Scale Support with Chatbots, Automation, AI, IoT and More Prove ROI, seamlessly integrate innovative solutions and effectively leverage machine learning to identify key customer friction points to deliver personalized, automated solutions with the human touch

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 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.

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...

Customer Service & Experience USA 2020 welcomed 5,000 virtual attendees!

Will you join us in 2021 for the future of customer service?

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 5,000+ 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.

2020’s agenda at a glance

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

Reimagining Customer Service


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

Empowering Agents


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

Customer Service Leadership


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

Messaging & Chatbots


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

Customer Self Service


Why Self-Service & Transactional Automation is an Essential Piece of your 2020 Strategy

Supercharged Social Media Support


Social Media Support - Fast & Meaningful

Customer Service & Experience USA 2020 welcomed 5,000 virtual attendees!

Will you join us in 2021 for the future of customer service?

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 Logo Eliot Hamlisch

Customer Service & Experience USA 2020 welcomed 5,000 virtual attendees!

Will you join us in 2021 for the future of customer service?

Senior Leaders in Attendance

Dominated by End User Brands

5 Reasons You Have to Attend Customer Service & Experience USA 2020

  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 making resolution effortless, driving efficiency, and delivering the ultimate experience.

Here to help

Get in touch with the Reuters Events team