Customer experience now runs through CX, operations, technology and finance, and AI is changing how each of them works. Customers will increasingly arrive with their own digital assistants, so teams need to be ready for that alongside the people they serve. Behind every change is a team working differently: frontline roles that grow, supervisors who lead people and AI tools together, and a shared view of when a person should step in.
Customer Service & Experience West 2027 is where senior CX, service, digital and operations leaders work out that shared ownership together, turn the data they already hold into fixes someone actually makes, and prepare their people for roles that are still taking shape. Expect honest case studies, debates across CX, operations and technology, and working sessions where you bring your own challenge.
Leave with a clear model for shared ownership, a practical plan for the people who deliver your service, and a view of the team you’ll need in 18 months.
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 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.
