The Future of the Service Experience

Increase Satisfaction | Exceed Expectations | Drive Success

  • 2,000+Attendees
  • 15Speakers
  • 15Sessions
  • 4Critical Themes

You can no longer rely on product and price alone to win your customer’s loyalty. Times have changed, and so have customer expectations. Customer service & experience is now the key brand differentiator that success hinges on.

1 in 3 customers will leave a brand after just one bad experience. Not investing into world class service will be fatal. At every touchpoint, you must implement, refine and deliver experiences that delight your customers and win their loyalty.

Exceeding customer expectations is what will provide a competitive edge in 2022 – increasing satisfaction, retention and revenue will be the bedrock of sustainable, long-term success.

That’s why Reuters Events: Customer Service & Experience is bringing together executives from the world’s most influential brands to set strategy that will set the benchmark for success in 2022 and beyond. Ensure your business is prepared to beat out the competition with the right tools, real-world benchmarks and organizational strategies that will facilitate customer-driven growth.

End-User Free Passes Available for a Limited Time! Apply for your Free Pass Now!

Customer Service & Experience: A boardroom discussion

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

Check out those committed to sharing their expertise on the virtual stage in October!

Amy Shore - Headshot
Nationwide - Logo

Amy Shore Chief Customer Officer Nationwide

Aarthi Murali - Headshot
M&T Bank - Logo

Aarthi Murali Chief Customer Experience Officer M&T Bank


Lance Gruner - Headshot
Mastercard - Logo

Lance Gruner EVP Global Customer Care Mastercard

Phil Leininger - Headshot
Verizon - Logo

Phil Leininger Senior Vice President, Head of Customer Experience Verizon


Heather Balsley - Headshot
IHG Hotels & Resorts - Logo

Heather Balsley SVP Global Loyalty & Partnerships IHG Hotels & Resorts

Mark Nolan - Headshot
T-Mobile - Logo

Mark Nolan SVP Care Operations T-Mobile

End-User Free Passes Available for a Limited Time! Apply for your Free Pass Now!

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?

15 Agenda Sessions & a Full Day of Interactive Roundtables 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.

Live Pass

* only available to end-users *

  • Access to the LIVE virtual event including keynotes, live panels & fireside chats.
  • Access to Day 2 workshops & interactive roundtables – END USER ONLY
  • Live Q&A & Polling.
  • Access to virtual exhibition to help you identify the solutions that will transform your care strategy.

Single Event Pass

  • Exclusive speaker Q&As and interviews providing commentary on the biggest industry trends and challenges
  • Access to the LIVE virtual 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 Day 2 workshops & interactive roundtables – END USER ONLY
  • Full access to our On-Demand Hub allowing you to catch up on all Keynotes, panels & fireside chats from the live event.
  • Access to the 1-to-1 networking platform which allows you to build connections with industry peers.

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 virtual 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 Day 2 workshops & interactive roundtables – END USER ONLY
  • 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

End-User Free Passes Available for a Limited Time! Apply for your Free Pass Now!

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

Who is Reuters Events: Customer Service & Experience Community?

Reuters Events: Customer Service & Experience 2021 is a meeting of the world’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 2,000+ 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

Reuters Events: Customer Service & Experience is bringing together executives from the world’s most influential brands to set strategy that will set the benchmark for success in 2022 and beyond. Ensure your business is prepared to beat out the competition with the right tools, real-world benchmarks and organizational strategies that will facilitate customer-driven growth.

5 Reasons You Have to Attend Customer Service & Experience 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