2021’s Industry-Shaping Agenda


Day 1: Evolving Service & Experience Teams

Industry-shaping dialogue, exploring how we can nurture, empower & lead our teams to exceed customer expectations at every interaction.

11:00am–11:15am

The Growing Importance of the CCO: Leadership in 2021

In this keynote session, Nationwide’s Chief Customer Officer, Amy Shore, reflects upon her creation of the role, the lessons learned, and where the role is headed. Join us as Amy delivers this must-see keynote on the growing centrality of the Chief Customer Officer.

11:15am–11:30am

Defining the CX Strategy of Tomorrow

  • Discover how changes in consumer behaviour have had an irreversible change the future of customer care, and how we must adapt to meet them.
  • Digital Acceleration is here to stay, but how has the increased importance on the Digital Journey transformed how we care for our customers, and what will this look like in the future?
  • Learning from the Past: Determine how we as leaders can plan & continue to plan for the future, while keeping service and experience at the centre of strategy in this volatile environment.

11:30am–12:00pm

Sponsor Keynote Session:

This slot is currently available for a sponsored keynote presentation.

If you would like more information on how to be involved, please email josh.gordon@thomsonreuters.com

11:30am–12:00pm

Live Q&A:

Our Keynote speakers will rejoin us for a live Q&A segment which will allow you to pose your biggest questions to our panel of experts!



Download the full info pack now!


11:00am–11:15am

Recentring The Customer Journey

  • Recentring the customer journey in your strategy can truly enhance your CX – Understand where customer pain points are located, and how they can be most effectively & efficiently resolved.
  • Discover how Nissan North America are transforming into a customer-centric experience led company by redefining their eCommerce strategy, and utilising digital solutions across the customer journey to create a seamless experience.
  • As a part of the wider Digital Transformation, our understanding of the customer journey can be enhanced with the use of data – Utilise every data point available to build a wholistic picture of your customer.

11:15am–11:30am

Panel: What’s Next for CX? 2021 & Beyond

2020 saw a seismic shift in how brands connect with & serve their customers, what those customers expect and demand from an experience. As we move through 2021, it’s crucial to identify and prepare for the next disruption or opportunity – How can we refine existing strategies & systems, what solutions and tactics can help us improve our offering, and how do we prepare for the next big challenge?

  • Reflection – Adaptation and reflexivity has been the name of the game in recent times. But what changes are going to have a lasting impact on service & experience as we move on, and how can we refine our strategies to meet them?
  • Preparation – As we begin to leave the pandemic behind, it is crucial that organisations prepare to tackle the new CX landscape we find ourselves in. Discover what trends and themes experts are expecting to become focal points of short-term roadmaps.

11:30am–12:00pm

Panel: Maintaining A Customer-Centric Culture While Working Remotely

Undoubtedly the biggest upheaval to hit the service & care industry in recent years has been the forced shift into remote working. Creating a culture of customer centricity is critical in providing great CX, but how can you maintain this while your workforce is remote?

  • Train: Discover how to further implement & refine onboarding, training & engagement of agents from remote locations.
  • Engage: Employees must understand a unified vision of their organization’s CX goals and buy into the culture which will facilitate them.
  • Empower: Organizations must empower agents to apply this CX vision to their day-to-day activities with the technologies, tools, data insights, and processes they need in order to provide top-tier CX.

11:00am–11:15am

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

As the working world adjusts & refines the role of a remote workforce, huge emphasis has been placed on the employee experience. Now more than ever, leaders are acutely aware that employee experience has a direct impact on outgoing customer experience. So how can you nurture this?

  • Learn how to lift up your team and create a supportive environment that invites everyone to bring their true selves to work.
  • Ensure that your teams have access to the tools, processes & information they need to work effectively no matter the location.
  • Understand the importance of instilling ‘the big picture’ in your agents – Aligning them with your brand vision results in inspired and empowered employees.

11:00am–11:15am

Using Agents Proactively: Evolving Service Teams Beyond Care

As service & experience becomes a key differentiator, service teams are no longer just the face of the business, they are a key driver. Therefore, recruiting and nurturing agile teams that are malleable is crucial to driving revenue & retention.

  • Beyond A Service Team – Discover how some leaders are enabling their service & care teams to become frontline drivers for revenue & retention.
  • Nurture & Empower – Discover ways in which organisations are allowing service teams to train and specialise to become experts in areas that technological solutions cannot resolve.
  • Talent & Recruitment – As technology and automation continue to handle a larger percentage of cases, how does this affect the future of recruiting service talent?

11:15am–11:30am

Rediscovering the Human Touch in the Age of Digitalisation:

We have been flung further into the digital realm than ever before. As customers demand digital experiences as the baseline, organizations are quickly integrating and adopting digital as a primary channel of interaction. However, the desire to connect with humans and seeking human support on complex issues is still prevalent. So how can we refine support experiences that utilise man & machine to both their strengths?

  • Listen, Probe & Deliver: Discover what your customers truly desire and build this into your strategy to make customers feel valued & appreciated at scale.
  • Understand how and when to employ automation & technology in your CS strategy but ensure that they don’t take precedence over delivering great CX.

11:15am–11:30am

Live Q&A:

Our presentation speakers will rejoin us for a live Q&A segment which will allow you to pose your biggest questions to our panel of experts!

11:15am–11:30am

Interactive Support & Experience Clinics:

The following session are reserved for Single Event Pass Holders & Reuters Professional Members Only!

Secure Full Access Now!*

Drive Debate, Build Partnership, Interact!


Interactive Clinic: Customer Experience Leadership - Staying CX Obsessed in an Ever-Changing World

With experience now firmly seated as a key business driver, future success hinges on managing to stay CX obsessed in the face of changing demands, strategies & disruptions. How can we as leaders set strategy that commits to delivering premier experience?


Interactive Clinic: Humanizing the Digital Age

Brands aspiring to shift to a digital-first model need to redesign their digital and physical channels to accommodate and meet their customers’ needs. Those who accomplish this effectively will reap the rewards, but what does a successful strategy entail?





Day 2: Strengthening Service & Experience with Technology

Industry-shaping dialogue, exploring how technology & digitalisation will define the next generation of Service & Experience.

11:00am–11:15am

Technological Resolution: Overcoming 2021’s Biggest Challenges

In this keynote session, we take a deep dive into the ever-increasing role that technology plays in service & experience. Join this session to explore:

  • How technological innovations offer promising resolutions to the biggest challenges that the industry faces in 2021 and beyond.
  • Evaluate how and where is the most effective place to implement technology into you service and care strategy.

11:15am–11:30am

Case Study: Re-emerging Stronger – Learning from Today to Launch into Tomorrow

  • How has the crisis changed consumer behaviour, and what does this mean for the future of customer care?
  • The Digital Influence – how has the demand for digital acceleration influenced customer care & experience strategy?
  • In an environment and industry where building trust & loyalty is critical to recovery, discover how IHG Hotels & Resorts are redeveloping a deeply personalized loyalty programme that is rooted in the analysis of customer insights.

11:00am–11:15am

Sponsor Keynote Session:

This slot is currently available for a sponsored keynote presentation.

If you would like more information on how to be involved, please email josh.gordon@thomsonreuters.com

11:15am–11:30am

Live Q&A:

Our Keynote speakers will rejoin us for a live Q&A segment which will allow you to pose your biggest questions to our panel of experts!



Download the full info pack now!


11:00am–11:15am

Meet Customers Where They Are: Building an Effective Omnichannel Strategy

This session will shine a spotlight on how our leading experts are utilising successful omnichannel strategies that are developed for the needs of the consumer in 2021 & beyond.

  • In an age where customers demand frictionless experiences as the baseline, ensure that your organisation has the tech stack needed to provide a seamlessly integrated omnichannel care strategy.
  • The Human Touch – Empower agents with the tools they need to make every interaction on traditional channels feel premium & personalized, while offering effortless resolution.
  • Exceed Expectations – Listen to the demands of your customers and refine & streamline the channels which they favour in order to remove pain points & provide a great experience no matter where your customer is.

11:15am–11:30am

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

As customer service and experience takes increasingly wider strides into the digital landscape, the importance of building up a data-backed profile of your customer rapidly increases. In order to provide a truly personal, frictionless CX, organisations must understand customer demands, needs, habits & history.

  • Reinvent your tech stack to be able to gather, analyse and act on customer feedback and insight.
  • Discover how having customer insight & data at their fingertips can help agents transform customer satisfaction & increase efficiency.

11:00am–11:15am

Establishing a Connection: Utilising Personalization to Provide Optimal CX

As consumers’ loyalty is dwindling, it is imperative that your service & care teams play a crucial role in retention. Arming your agents with the tools they need to be able to offer personalized resolution will help you cut through the noise and provide top-class CX.

  • Arm your agents not only with detailed customer insights, but an automated guide to the perfect customer interaction.
  • Update your contact center ability with natural language processing, speech analytics, sentiment analysis and more.

11:15am–11:30am

Panel: Keeping up with Digital Demands

Despite being on the forefront of leaders’ minds for a number of years now, consumer demands for digital experiences skyrocketed in the wake of the global pandemic – and they are here to stay. Ensure your organisation is meeting these demands and provide frictionless digital experiences.

  • Listen, Learn & Adapt – Implement Voice of the Customer programmes to gather data about what your customers are demanding, and create processes & tools that appease these demands to increase customer satisfaction.
  • Meet Customers Where They Are – With customers intensifying their usage of digital behaviours, and it is now more imperative than ever that these channels providing frictionless user experiences.
  • Convenience is Key – In the fast-paced, digital landscape, customers are citing convenient experiences as a top driver of new consumer behaviours. Therefore, it is business-critical that organisations develop, implement & refine digital channels to offer convenience & efficacy.

11:00am–11:15am

Case Study: The North Face’s Philosophy of a Loyalty-Led, Omnichannel Consumer Experience

Join us for this insightful case study session in which Sarah Kleinman, Vice President of Global Digital Experience, will shine a spotlight on how The North Face have created and implemented a successful omnichannel consumer experience that places loyalty at it’s very core.

11:15am–11:30am

Live Q&A:

Our presentation speakers will rejoin us for a live Q&A segment which will allow you to pose your biggest questions to our panel of experts!

11:00am–11:15am

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

‘History clearly shows the value of investing in customer experience during a downturn. In the last economic recession, companies that prioritized customer experience realized three times the shareholder returns compared to the companies that did not.’ McKinsey, 2020.

  • Recognise the importance of Voice of the Customer programmes in driving successful service strategy & action.
  • Utilise research and analysis capabilities to determine what your customers value, so that you can prioritize the experiences that matter the most.
  • Consumers are increasingly aligning their beliefs with those of the brands they choose to interact with. Learn to implement a culture of customer-centricity that aligns brand vision with those experiences critical to your customers.

11:15am–11:30am

Case Study: Finding the Sweet Spot - Improved Experiences through Predictive Customer Support for People with Diabetes

Join Medtronic's Vice President of Customer Experience, Julie Foster alongside a customer living with type 1 diabetes for a conversation about how smart technology predicts, personalizes, and helps customers improve health outcomes and achieve a better quality of life when using a medical device. From personalized onboarding to predictive problem solving and motivational coaching, learn how Medtronic's customer experience ecosystem drives improved user experiences and increased product satisfaction.

11:15am–11:30am

Live Q&A:

Our presentation speakers will rejoin us for a live Q&A segment which will allow you to pose your biggest questions to our panel of experts!

11:15am–11:30am

Interactive Support & Experience Clinics:

The following session are reserved for Single Event Pass Holders & Reuters Professional Members Only!

Secure Full Access Now!*

Drive Debate, Build Partnership, Interact!


Interactive Clinic: Chatbots & Automation – Leading the Way with Conversational CX

The effective utilisation of digital channels is not an aspiration anymore, it is a necessity if you want to succeed in meeting your customers expectations. Today’s customer is ‘always on’ and the challenge lies in providing a convenient, efficient experience when they need it most. Discover how chatbots & automation can be most effectively optimised & implemented to deliver satisfaction, efficiency & cost reduction.


Interactive Clinic: Connecting the Dots – Data-Driven Strategies Transforming Service & Experience

In an environment where competition is high, and loyalty is fleeting, your success hinges on being able to provide hyper-personalised experiences that delight your customer at every touchpoint in the customer journey. You have the data, but are you connecting the dots effectively?

Day 1: Evolving Service & Experience Teams

Industry-shaping dialogue, exploring how we can nurture, empower & lead our teams to exceed customer expectations at every interaction.

11:00am–11:15am

The Growing Importance of the CCO: Leadership in 2021

In this keynote session, Nationwide’s Chief Customer Officer, Amy Shore, reflects upon her creation of the role, the lessons learned, and where the role is headed. Join us as Amy delivers this must-see keynote on the growing centrality of the Chief Customer Officer.

11:15am–11:30am

Defining the CX Strategy of Tomorrow

  • Discover how changes in consumer behaviour have had an irreversible change the future of customer care, and how we must adapt to meet them.
  • Digital Acceleration is here to stay, but how has the increased importance on the Digital Journey transformed how we care for our customers, and what will this look like in the future?
  • Learning from the Past: Determine how we as leaders can plan & continue to plan for the future, while keeping service and experience at the centre of strategy in this volatile environment.

11:30am–12:00pm

Sponsor Keynote Session:

This slot is currently available for a sponsored keynote presentation.

If you would like more information on how to be involved, please email josh.gordon@thomsonreuters.com

11:30am–12:00pm

Live Q&A:

Our Keynote speakers will rejoin us for a live Q&A segment which will allow you to pose your biggest questions to our panel of experts!



Download the full info pack now!


11:00am–11:15am

Recentring The Customer Journey

  • Recentring the customer journey in your strategy can truly enhance your CX – Understand where customer pain points are located, and how they can be most effectively & efficiently resolved.
  • Discover how Nissan North America are transforming into a customer-centric experience led company by redefining their eCommerce strategy, and utilising digital solutions across the customer journey to create a seamless experience.
  • As a part of the wider Digital Transformation, our understanding of the customer journey can be enhanced with the use of data – Utilise every data point available to build a wholistic picture of your customer.

11:15am–11:30am

Panel: What’s Next for CX? 2021 & Beyond

2020 saw a seismic shift in how brands connect with & serve their customers, what those customers expect and demand from an experience. As we move through 2021, it’s crucial to identify and prepare for the next disruption or opportunity – How can we refine existing strategies & systems, what solutions and tactics can help us improve our offering, and how do we prepare for the next big challenge?

  • Reflection – Adaptation and reflexivity has been the name of the game in recent times. But what changes are going to have a lasting impact on service & experience as we move on, and how can we refine our strategies to meet them?
  • Preparation – As we begin to leave the pandemic behind, it is crucial that organisations prepare to tackle the new CX landscape we find ourselves in. Discover what trends and themes experts are expecting to become focal points of short-term roadmaps.

11:30am–12:00pm

Panel: Maintaining A Customer-Centric Culture While Working Remotely

Undoubtedly the biggest upheaval to hit the service & care industry in recent years has been the forced shift into remote working. Creating a culture of customer centricity is critical in providing great CX, but how can you maintain this while your workforce is remote?

  • Train: Discover how to further implement & refine onboarding, training & engagement of agents from remote locations.
  • Engage: Employees must understand a unified vision of their organization’s CX goals and buy into the culture which will facilitate them.
  • Empower: Organizations must empower agents to apply this CX vision to their day-to-day activities with the technologies, tools, data insights, and processes they need in order to provide top-tier CX.

11:00am–11:15am

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

As the working world adjusts & refines the role of a remote workforce, huge emphasis has been placed on the employee experience. Now more than ever, leaders are acutely aware that employee experience has a direct impact on outgoing customer experience. So how can you nurture this?

  • Learn how to lift up your team and create a supportive environment that invites everyone to bring their true selves to work.
  • Ensure that your teams have access to the tools, processes & information they need to work effectively no matter the location.
  • Understand the importance of instilling ‘the big picture’ in your agents – Aligning them with your brand vision results in inspired and empowered employees.

11:00am–11:15am

Using Agents Proactively: Evolving Service Teams Beyond Care

As service & experience becomes a key differentiator, service teams are no longer just the face of the business, they are a key driver. Therefore, recruiting and nurturing agile teams that are malleable is crucial to driving revenue & retention.

  • Beyond A Service Team – Discover how some leaders are enabling their service & care teams to become frontline drivers for revenue & retention.
  • Nurture & Empower – Discover ways in which organisations are allowing service teams to train and specialise to become experts in areas that technological solutions cannot resolve.
  • Talent & Recruitment – As technology and automation continue to handle a larger percentage of cases, how does this affect the future of recruiting service talent?

11:15am–11:30am

Rediscovering the Human Touch in the Age of Digitalisation:

We have been flung further into the digital realm than ever before. As customers demand digital experiences as the baseline, organizations are quickly integrating and adopting digital as a primary channel of interaction. However, the desire to connect with humans and seeking human support on complex issues is still prevalent. So how can we refine support experiences that utilise man & machine to both their strengths?

  • Listen, Probe & Deliver: Discover what your customers truly desire and build this into your strategy to make customers feel valued & appreciated at scale.
  • Understand how and when to employ automation & technology in your CS strategy but ensure that they don’t take precedence over delivering great CX.

11:15am–11:30am

Live Q&A:

Our presentation speakers will rejoin us for a live Q&A segment which will allow you to pose your biggest questions to our panel of experts!

11:15am–11:30am

Interactive Support & Experience Clinics:

The following session are reserved for Single Event Pass Holders & Reuters Professional Members Only!

Secure Full Access Now!*

Drive Debate, Build Partnership, Interact!


Interactive Clinic: Customer Experience Leadership - Staying CX Obsessed in an Ever-Changing World

With experience now firmly seated as a key business driver, future success hinges on managing to stay CX obsessed in the face of changing demands, strategies & disruptions. How can we as leaders set strategy that commits to delivering premier experience?


Interactive Clinic: Humanizing the Digital Age

Brands aspiring to shift to a digital-first model need to redesign their digital and physical channels to accommodate and meet their customers’ needs. Those who accomplish this effectively will reap the rewards, but what does a successful strategy entail?

Day 2: Strengthening Service & Experience with Technology

Industry-shaping dialogue, exploring how technology & digitalisation will define the next generation of Service & Experience.

11:00am–11:15am

Technological Resolution: Overcoming 2021’s Biggest Challenges

In this keynote session, we take a deep dive into the ever-increasing role that technology plays in service & experience. Join this session to explore:

  • How technological innovations offer promising resolutions to the biggest challenges that the industry faces in 2021 and beyond.
  • Evaluate how and where is the most effective place to implement technology into you service and care strategy.

11:15am–11:30am

Case Study: Re-emerging Stronger – Learning from Today to Launch into Tomorrow

  • How has the crisis changed consumer behaviour, and what does this mean for the future of customer care?
  • The Digital Influence – how has the demand for digital acceleration influenced customer care & experience strategy?
  • In an environment and industry where building trust & loyalty is critical to recovery, discover how IHG Hotels & Resorts are redeveloping a deeply personalized loyalty programme that is rooted in the analysis of customer insights.

11:00am–11:15am

Sponsor Keynote Session:

This slot is currently available for a sponsored keynote presentation.

If you would like more information on how to be involved, please email josh.gordon@thomsonreuters.com

11:15am–11:30am

Live Q&A:

Our Keynote speakers will rejoin us for a live Q&A segment which will allow you to pose your biggest questions to our panel of experts!



Download the full info pack now!


11:00am–11:15am

Meet Customers Where They Are: Building an Effective Omnichannel Strategy

This session will shine a spotlight on how our leading experts are utilising successful omnichannel strategies that are developed for the needs of the consumer in 2021 & beyond.

  • In an age where customers demand frictionless experiences as the baseline, ensure that your organisation has the tech stack needed to provide a seamlessly integrated omnichannel care strategy.
  • The Human Touch – Empower agents with the tools they need to make every interaction on traditional channels feel premium & personalized, while offering effortless resolution.
  • Exceed Expectations – Listen to the demands of your customers and refine & streamline the channels which they favour in order to remove pain points & provide a great experience no matter where your customer is.

11:15am–11:30am

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

As customer service and experience takes increasingly wider strides into the digital landscape, the importance of building up a data-backed profile of your customer rapidly increases. In order to provide a truly personal, frictionless CX, organisations must understand customer demands, needs, habits & history.

  • Reinvent your tech stack to be able to gather, analyse and act on customer feedback and insight.
  • Discover how having customer insight & data at their fingertips can help agents transform customer satisfaction & increase efficiency.

11:00am–11:15am

Establishing a Connection: Utilising Personalization to Provide Optimal CX

As consumers’ loyalty is dwindling, it is imperative that your service & care teams play a crucial role in retention. Arming your agents with the tools they need to be able to offer personalized resolution will help you cut through the noise and provide top-class CX.

  • Arm your agents not only with detailed customer insights, but an automated guide to the perfect customer interaction.
  • Update your contact center ability with natural language processing, speech analytics, sentiment analysis and more.

11:15am–11:30am

Panel: Keeping up with Digital Demands

Despite being on the forefront of leaders’ minds for a number of years now, consumer demands for digital experiences skyrocketed in the wake of the global pandemic – and they are here to stay. Ensure your organisation is meeting these demands and provide frictionless digital experiences.

  • Listen, Learn & Adapt – Implement Voice of the Customer programmes to gather data about what your customers are demanding, and create processes & tools that appease these demands to increase customer satisfaction.
  • Meet Customers Where They Are – With customers intensifying their usage of digital behaviours, and it is now more imperative than ever that these channels providing frictionless user experiences.
  • Convenience is Key – In the fast-paced, digital landscape, customers are citing convenient experiences as a top driver of new consumer behaviours. Therefore, it is business-critical that organisations develop, implement & refine digital channels to offer convenience & efficacy.

11:00am–11:15am

Case Study: The North Face’s Philosophy of a Loyalty-Led, Omnichannel Consumer Experience

Join us for this insightful case study session in which Sarah Kleinman, Vice President of Global Digital Experience, will shine a spotlight on how The North Face have created and implemented a successful omnichannel consumer experience that places loyalty at it’s very core.

11:15am–11:30am

Live Q&A:

Our presentation speakers will rejoin us for a live Q&A segment which will allow you to pose your biggest questions to our panel of experts!

11:00am–11:15am

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

‘History clearly shows the value of investing in customer experience during a downturn. In the last economic recession, companies that prioritized customer experience realized three times the shareholder returns compared to the companies that did not.’ McKinsey, 2020.

  • Recognise the importance of Voice of the Customer programmes in driving successful service strategy & action.
  • Utilise research and analysis capabilities to determine what your customers value, so that you can prioritize the experiences that matter the most.
  • Consumers are increasingly aligning their beliefs with those of the brands they choose to interact with. Learn to implement a culture of customer-centricity that aligns brand vision with those experiences critical to your customers.

11:15am–11:30am

Case Study: Finding the Sweet Spot - Improved Experiences through Predictive Customer Support for People with Diabetes

Join Medtronic's Vice President of Customer Experience, Julie Foster alongside a customer living with type 1 diabetes for a conversation about how smart technology predicts, personalizes, and helps customers improve health outcomes and achieve a better quality of life when using a medical device. From personalized onboarding to predictive problem solving and motivational coaching, learn how Medtronic's customer experience ecosystem drives improved user experiences and increased product satisfaction.

11:15am–11:30am

Live Q&A:

Our presentation speakers will rejoin us for a live Q&A segment which will allow you to pose your biggest questions to our panel of experts!

11:15am–11:30am

Interactive Support & Experience Clinics:

The following session are reserved for Single Event Pass Holders & Reuters Professional Members Only!

Secure Full Access Now!*

Drive Debate, Build Partnership, Interact!


Interactive Clinic: Chatbots & Automation – Leading the Way with Conversational CX

The effective utilisation of digital channels is not an aspiration anymore, it is a necessity if you want to succeed in meeting your customers expectations. Today’s customer is ‘always on’ and the challenge lies in providing a convenient, efficient experience when they need it most. Discover how chatbots & automation can be most effectively optimised & implemented to deliver satisfaction, efficiency & cost reduction.


Interactive Clinic: Connecting the Dots – Data-Driven Strategies Transforming Service & Experience

In an environment where competition is high, and loyalty is fleeting, your success hinges on being able to provide hyper-personalised experiences that delight your customer at every touchpoint in the customer journey. You have the data, but are you connecting the dots effectively?