2020 saw a seismic shift, forever redefining expectations for a more connected age.
With customers demanding convenient & frictionless experiences on more channels than ever before, once lofty aspirations on roadmaps like intelligent self-service, transactional automation, and seamless transition between channels, are now crucial pieces of the efficiency and satisfaction puzzle.
Whether at home or in the contact centre, you are asking more of your agents than ever before. It’s vital you empower your teams to reach these new highs with contextual knowledge bases, on-demand training and a customer-centric culture.
Reuters Events: Customer Service & Experience brings together leaders from the world’s most influential brands to set a new standard for service & experience. Ensure your business is not left behind with the right tools, real-world benchmarks and organizational strategies to adapt your customer care strategy for an everchanging world.
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 Vice President Customer Experience Freshly
Business Critical Sessions Featuring Those Leading the Frontline of Customer Service, Experience and Social Customer Care.
Building A Better Picture: Gathering & Utilising Customer Data to Enhance CX
Augmenting Agent Capabilities & Efficiency With AI
Technological Resolution: Overcoming 2021’s Biggest Challenges
Asynchronous Messaging & Self-Service: The Importance of Flexibility
Maintaining Customer-Centric Culture While Working Remotely
Using Agents Proactively: Evolving Service Teams Beyond Care
World-Class CX Begins from Within: Enhancing the Employee Experience
Keeping up with Digital Demands
Traditional vs Emerging Channels: Building an Effective Omnichannel Strategy
Voice of the Customer: Earning Loyalty in an Ever-Changing Consumer Landscape
Establishing a Connection: Utilising Personalization to Provide Optimal CX
What’s Next for CX? 2021 & Beyond
The Growing Importance of the CCO: Leadership in 2021
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 Reuters Events: Customer Service & Experience USA 2021 to understand new customer demands and set a strategy to stay one step ahead. The must-attend virtual event is the who's who of the customer-centric support community - you won’t find better networking anywhere.
At Reuters Events: Customer Service & Experience USA 2021, our mission is to ensure your business is not left behind with the right tools, real-world benchmarks and organizational strategies to adapt your customer care strategy for an everchanging world. We’re committed to bringing together those leading customer support & experience from the world’s most influential brands to define a new standard for service & experience.
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