Economic pressure is eroding brand loyalty as consumers prioritize value over relationship - and the pressure on CX leaders to find new loyalty avenues shows no sign of easing. At the same time, AI continues its march to transform customer experience, but the rise of AI agents is putting up new barriers between customers and brands, leaving leaders to rethink how they build loyalty and collect customer data in a fundamentally different environment.
Success lies not in chasing the next capability, but in building trust at every touchpoint. Customer Service & Experience East is the place senior service and experience leaders meet to talk openly, deeply and honestly to navigate the human-versus-AI balance, unlock agentic strategies that actually work, and drive business growth beyond 2026.
It was incredibly valuable to step outside the world of professional sports and explore how other industries approach the customer journey. The event brought together a dynamic mix of thought leaders, and the insights and connections I gained will help shape how we continue to elevate the fan experience. It challenged me to think differently and explore new ways to bring service strategies to life through our team
Customer Service & Experience East is attended exclusively by senior leaders from the world’s most customer-obsessed brands. We’ve carefully curated an environment that prioritizes authentic, high-value networking. With strictly limited vendor presence, every conversation is relevant, insightful, and grounded in shared challenges. Expect fresh perspectives, impactful dialogue, and relationships that extend well beyond the event.
Our agenda is built through deep collaboration with our community to ensure every session delivers substance over soundbites. You’ll hear from true subject matter leaders via candid case studies, collaborative roundtables, and varied panel discussions — providing clarity on what’s driving success across the service and customer experience landscape.
Benchmark your strategy against the best in the business. Hear directly from senior service and experience leaders at the world’s leading brands and gain practical insights from peers in similar roles. Every session is designed to help you measure performance, validate your approach, and apply proven strategies with confidence.
