We'll be back in San Diego in 2027, but the momentum continues this November in New York. Come be part of it.
Reuters Events: Customer Service & Experience West is the meeting place for senior CX, service, digital, and operations leaders re‑engineering how organizations serve customers in an AI‑enabled world—alongside the partners helping teams turn ambition into action.
In 2027, expect two days focused on the realities of modern customer experience: embedding AI into service delivery without losing trust, building data foundations that connect insight to action, breaking down silos across service, digital and operations, and designing experiences that meet rising expectations across generations. From ethical governance to measurable ROI, the agenda goes beyond experimentation to what truly scales.
It’s where bold ideas are stress‑tested on stage and sharpened in honest, peer‑to‑peer debate—so you leave with practical frameworks, proven approaches, and CX strategies you can implement immediately across the enterprise.
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
Balance AI-driven efficiency with human connection—empowering agents to deliver empathetic, high-impact service across every channel. Explore strategies for bridging generational expectations, upskilling frontline teams, and navigating workforce evolution through practical change management that protects trust and elevates service quality.
Customer Service & Experience West 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.
