Deliver the Next Generation of Customer Service

Embrace a CX Culture, Enable Transformation, Exceed Expectations.
  • 1,000+Attendees
  • 30+Leading Speakers
  • 30+Sessions
  • 4+Workshops

Set a new standard for Customer Service & Experience.

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.

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

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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 Vice President Customer Experience Freshly

2021’s agenda at a glance

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

Strengthening Service & Experience with Technology:

00:00am–00:00am

Building A Better Picture: Gathering & Utilising Customer Data to Enhance CX

00:00am–00:00am

Augmenting Agent Capabilities & Efficiency With AI

00:00am–00:00am

Technological Resolution: Overcoming 2021’s Biggest Challenges

00:00am–00:00am

Asynchronous Messaging & Self-Service: The Importance of Flexibility

The Next-Generation of Service Team:

00:00am–00:00am

Maintaining Customer-Centric Culture While Working Remotely

00:00am–00:00am

Using Agents Proactively: Evolving Service Teams Beyond Care

00:00am–00:00am

World-Class CX Begins from Within: Enhancing the Employee Experience

Meeting Consumer Demands Head On:

00:00am–00:00am

Keeping up with Digital Demands

00:00am–00:00am

Traditional vs Emerging Channels: Building an Effective Omnichannel Strategy

00:00am–00:00am

Voice of the Customer: Earning Loyalty in an Ever-Changing Consumer Landscape

00:00am–00:00am

Establishing a Connection: Utilising Personalization to Provide Optimal CX

The CX Leader of the Future:

00:00am–00:00am

What’s Next for CX? 2021 & Beyond

00:00am–00:00am

The Growing Importance of the CCO: Leadership in 2021

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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 In order to understand recent shifts in consumer behaviours and expectations, companies need to change how they connect with and serve customers. Analyse 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 2021 Workforce Streamline hiring and onboarding, augment your workforce with automation, knowledge systems and accurate sentiment analysis, and instil a customer-centric culture that will guide you seamlessly into the next generation of service & experience
  • Scale Support with Chatbots, Automation, AI and More Prove ROI, seamlessly integrate innovative solutions and effectively leverage machine learning to identify key customer & agent 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 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.

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...

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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 1,000+ 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

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.

Be the first to see the full agenda and speaker line-up!

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

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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