Achieve Seamless, Personal Customer Service

Delight your customer with data-driven experiences and enriched interactions
  • 35+Speakers
  • 70%Brand Attendance
  • 100%Customer Obsessed
  • 2+Days of networking

The Premier Global Gathering for the Customer-Focused Community

The time has come for customer service and experience professionals to move from talking about change to actioning it. The Covid-19 crisis has enshrined in most CEO’s minds that customer support isn’t just a cost-centre, it’s the face of the business and a crucial driver for retention and engagement. From AI and data-driven innovations through to maximising your agent’s effectiveness, the customers’ expectations are increasing rapidly, and you need to ensure you’re keeping up.

The Customer Service and Experience Summit is the only show of its kind, bringing together the most senior CS decision makers to share invaluable insights and provide actionable takeaways.

We present the most influential speakers, an audience of decision makers and the most trusted and ground-breaking vendors in the space. Don’t miss out.

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2020’s confirmed visionary speakers:

Fidaa Chaar - Headshot
Societe Generale - Logo

Fidaa Chaar Chief Operations Officer and Chief Customer Officer Societe Generale

Richard Haddad - Headshot
Jannah Hotels and Resorts - Logo

Richard Haddad Chief Executive Officer Jannah Hotels and Resorts


Amber Kirby - Headshot
Eurostar - Logo

Amber Kirby Director of Brand and Customer Experience Eurostar

Sarah Metcalfe - Headshot
Sure Petcare - Logo

Sarah Metcalfe Head of Customer Experience Sure Petcare


Robin Daniels - Headshot
South West Business Council - Logo

Robin Daniels Chief Executive Officer South West Business Council

Michael Williamson - Headshot
True Loyal Fans - Logo

Michael Williamson CEO & Co-Founder True Loyal Fans

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Put the customer at the heart of everything you do, find out how to:

  • Reinvent the Customer Journey: Meet your customer where they are - Make a success of social media and direct messaging
  • Create a Customer Obsessed Culture: Build a customer centric-organisation: Engage and motivate your CS teams effectively to ensure your service inspires brand loyalty
  • Master AI and the Technologies Shaping CX: Strategize and implement AI capabilities to ensure you understand the customers journey and live up to expectations
  • Deliver Tailor Made Experiences: Seize the opportunity to reinvigorate your customers experience with your brand. Be bold and make game-changing innovation a part of your strategy
  • Look Ahead – The Future of CS: Analyse the exciting technologies set to shape customer care and assess what solutions are right for you and your customer

Learn from 25+ online sessions and interact with 35+ speakers

Watch Live Watch presentations, fireside chats and panel discussions from top industry thought leaders all day, every day!

Discuss Comment and question in real time. Spark conversations with your 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 Missed a session? Catch-up in your own time through our on-demand service. Imagine Netflix but the best of customer experience thought leadership

A Brand New Virtual Exhibition If you want to find the solution providers that are driving innovation for CX 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.

Great inspiration, great education, and good for validation that we are working toward the same goals

Lisa Oswald, VP, Customer Service Travelzoo Lisa Oswald

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Join Globally Renowned Customer Service Leaders:

eToro's Logo
Mondelez_International's Logo
Philip_Morris's Logo
Ocado's Logo


Stanley_Black&Decker's Logo

levis_strauss's Logo
gsk's Logo
NetJets's Logo


Swarovski's Logo
Trivago's Logo

Barclays's Logo
Delivery Hero's Logo


Google's Logo
Microsoft's Logo
National Grid's Logo

Pizza Hut's Logo


Plusnet's Logo
Samsung's Logo
Sky's Logo
Under_Armour's Logo



Zurich's Logo
Transport_for_London's Logo
Shopify's Logo
Canary_Wharf_Group's Logo


Representatives include:
  • Chief Executive Officer
  • Chief Operating Officer
  • Head of Customer Service
  • Director Customer Service Operations Europe
  • Customer Service Director
  • Sr. Vice President, Global Head of Client Strategy and Service
  • Vice President Customer Service and Fulfilment
  • Chief Customer Officer
  • Global Chief Marketing Officer
  • Global Head of Customer Journey Approach
  • Head of Customer Experience
  • Managing Director Europe and Canada
  • Propositions and Innovation Director
  • Director of Customer Care
  • Vice President Sales & Clients
  • Team Manager Self Service
  • Social Care Support Lead
  • Manager Customer Care
  • Head of Client Care
  • Director of Customer Support Services
  • Customer Support Manager
  • Global Technical Support & Services Manager
  • Retail Centre Manager
  • Service Development Specialist

Step up as a customer service leader – 4 reasons you need to attend!

  1. Virtual Networking: Join executives from multiple European brands for deeper insights, bench marking and learning
  2. Customer Focused: Tired of conferences focusing on marketing customer experience and sales? This meeting is dedicated to customer support leaders who are looking to advance their customers experience through better service
  3. Practical, Real-world case studies from proven brand leaders: We know you're here to learn. Our line up of industry leaders provide real life case studies and more importantly, actionable takeaways
  4. An agenda focused on the future of your discipline: Rooted in six-years of experience, this conference nevertheless constantly looks forward. This year, we'll take you through how to move from discussing change to actually implementing it

Senior Leaders in Attendance

Dominated by End User Brands

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Here to help

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