Ahead of Customer Service and Experience East 2026, we are delighted to invite a select group of senior leaders to an intimate, off the record dinner in New York, hosted by our event partner.
Join your peers for an evening of great conversation, valuable insights, and exceptional dining in the heart of the city.
Kickstart your day with focused connections and shared purpose.
Join a small group of peers for a fast, high‑impact morning session designed to help you clarify your priorities and meet others tackling similar challenges. Connect on your key challenge so you can benchmark goals, exchange early insights, and build relationships you’ll return to throughout the event.
• Drive measurable business outcomes from data your organization already owns by connecting touchpoints, behavioral signals, and interaction intelligence directly to revenue, retention, and cost to serve.
• Unlock enterprise-wide impact by translating CX signals into insight packages that product, marketing, and operations teams can act on. Closing the gap between observation and commercial outcome.
• Secure CX's seat at the strategic table by demonstrating that customer behavioral data, churn signals, and journey intelligence are not service metrics, they are growth assets
• Lead workforce transformation with confidence by navigating the uncertainty of AI driven change and clearly articulating what the future state looks like for your teams
• Build trust and resilience during periods of change by equipping leaders to have open, honest conversations that provide clarity, direction and reassurance across the organisation
• Move beyond implementation to embed lasting behavioural change, enabling teams to adopt new ways of working, integrate AI into daily decision making, and continuously evolve customer interactions
• Build trust in AI-driven customer interactions by understanding how to design transparent experiences that clearly communicate when and how AI is being used
• Navigate data usage and privacy expectations with confidence by learning how to balance personalisation with control, ensuring compliance while still delivering meaningful, tailored experiences
• Protect your brand from AI-related risk by identifying where automation can damage trust, and implementing the right governance, safeguards, and escalation strategies to maintain quality and credibility
Take advantage of our extended lunch period to recharge and connect. Whether you join an invite‑only workshop, participate in a lunchtime roundtable, enjoy informal networking, or settle into a one‑to‑one meeting, this is your time to build relationships and dive into the conversations that matter most.
• Understand how to establish ownership of the end-to-end customer journey when AI automates significant portions of it, and how to build clear accountability without a single, obvious owner.
• Define what effective journey redesign demands of your organization in an AI-driven world, by rethinking processes from the ground up rather than layering technology onto existing inefficiencies
• Move beyond reactive service to frictionless experiences by identifying root causes of failure demand and redesigning journeys to eliminate pain points before they impact the customer
• Win executive backing for CX or risk being deprioritized by learning how to position initiatives in commercial terms the C-suite understands and funds
• Secure budget in a constrained environment by linking CX investment and CX metrics to revenue, retention, value and growth
• Break through silos that stall progress by learning how to influence across functions, align competing priorities, and turn fragmented ownership into coordinated actio
• Hear how you can drive lasting behavior change across your teams by breaking entrenched habits, embedding new ways of working, and ensuring adoption of both new technologies and processes
• Upskill your workforce for an AI-enabled environment by training teams to work alongside new tools while strengthening the human skills that technology cannot replicate
• Protect and prove the value of human interaction by embedding it into feedback loops, using frontline teams to capture richer customer insight, and demonstrating its impact on experience and outcomes
1. Breaking habits and embedding new ways of working in CX
How do you move frontline teams beyond legacy behaviors and drive genuine adoption of new tools and processes, all while maintaining team engagement and motivation in an AI-enabled environment?
2. Redefining workforce capability for an AI enabled CX function
Where should organizations invest in upskilling to ensure teams can work effectively alongside automation, and which human skills will become most critical as AI takes over routine tasks?
3. Protecting and proving the value of human interaction in CX
How do you safeguard the human touch while scaling automation, and what metrics, feedback loops, and customer signals can demonstrate its impact on experience, trust, and outcomes?
This invite only workshop will provide our senior attendees with the guidance they need to secure CX's position as a business critical function. Exchange insights with peers on how to speak the Board’s language; make the CX business case; build bridges and make allies of the board and C-Suite; and enhance one’s own leadership status to secure influence across functions.
Following the opening day of Customer Service and Experience East 2026, we are delighted to invite a small group of senior leaders to a intimate off the record dinner with out event partner ADA.
This informal evening will bring together C-suite executives, CX and service leaders and experts for open conversation on the realities of leadig the CX functions in todays world.
Join our trailblazing women in CX breakfast series, an energising, supportive space designed to help you build confidence, expand your network, and gain the tools you need to accelerate your impact in the sustainability industry.
The breakfast will feature a panel discussion followed by breakout sessions where you can connect with inspiring female leaders, exchange real‑world experiences, and uncover actionable strategies to advance both your own career and the progression of women within the customer service and experience space.
• Strengthen decision confidence and strategic impact by establishing data quality standards and governance that ensure customer insights are reliable and actionable
• Unlock AI potential by preparing structured, unified data foundations that convert fragmented feedback into predictive intelligence and personalized experiences
• Close the insight-to-action gap by transforming dashboard metrics into operational improvements that measurably enhance customer outcomes and business performance"
• Understand true value realization by implementing rigorous ROI tracking frameworks that validate AI investments and demonstrate quantifiable customer and operational improvements
• Cut wasted spend by identifying which AI deployments are performing and which need to be restructured or retired
• Accelerate ROI validation by replacing vanity metrics with outcome-linked measurement frameworks that prove AI's impact on customer satisfaction and operational efficiency
• Learn how to design CX strategies that prioritize empathy and emotional connection while adapting to economic pressures and evolving customer expectations
• Discover practical approaches for integrating automation into customer journeys without compromising trust, transparency, or authenticity
• Build frameworks for collaboration and cultural alignment that enable teams to deliver experiences that resonate
• Hear from your peers about the biggest pitfalls when moving towards agentic transformation, and how you can avoid them
• Protect against implementation risks and reputation damage by installing governance guardrails, infrastructure assessments, and workforce readiness plans before deployment
• Accelerate safe adoption by learning from real AI failures, identifying practical applications that complement human capabilities, and building scalable solutions grounded in business reality
• Forge a global CX framework that delivers locally resonant experiences at scale by defining which elements of the experience are non-negotiable and where regional teams have the freedom to adapt to local customer expectations
• Drive coordinated regional performance by consolidating data across your global network to identify what each market needs and where support delivers the greatest impact
• Enable frontline teams to deliver on the brand promise at scale by investing in the skills, tools, and confidence needed to balance global expectations with local nuance
As consumers increasingly adopt AI powered tools and personal agents to act on their behalf, organizations may face a new and largely untested challenge. Automated demand generated by customer side technology has the potential to fundamentally reshape service operations, from sudden spikes in interaction volumes to more complex authentication, trust, and fraud considerations.
• Understand how customer adoption of AI agents could reshape demand, service interactions, and operating models over the next few years
• Explore the operational, technical, and governance challenges this creates, from managing unpredictable volume spikes to authentication, trust, and fraud risk
• Gain early perspective on how to prepare your organization for machine driven customer interactions, including what to monitor now and where to adapt before the shift accelerates
•Build a picture of how customer experience will evolve by 2030, including the shifts in metrics, operating models, and expectations that will define leading organizations
•Understand the defining forces shaping the next era of CX from AI and automation to workforce transformation and data and where leaders may be over or underestimating their impact
•Gain perspective on the critical risks, opportunities, and strategic bets that will shape CX over the next five years, helping you challenge your current approach and sense check your future direction
• Drive measurable business outcomes from data your organization already owns by connecting touchpoints, behavioral signals, and interaction intelligence directly to revenue, retention, and cost to serve.
• Unlock enterprise-wide impact by translating CX signals into insight packages that product, marketing, and operations teams can act on. Closing the gap between observation and commercial outcome.
• Secure CX's seat at the strategic table by demonstrating that customer behavioral data, churn signals, and journey intelligence are not service metrics, they are growth assets
• Win executive backing for CX or risk being deprioritized by learning how to position initiatives in commercial terms the C-suite understands and funds
• Secure budget in a constrained environment by linking CX investment and CX metrics to revenue, retention, value and growth
• Break through silos that stall progress by learning how to influence across functions, align competing priorities, and turn fragmented ownership into coordinated actio
•Build a picture of how customer experience will evolve by 2030, including the shifts in metrics, operating models, and expectations that will define leading organizations
•Understand the defining forces shaping the next era of CX from AI and automation to workforce transformation and data and where leaders may be over or underestimating their impact
•Gain perspective on the critical risks, opportunities, and strategic bets that will shape CX over the next five years, helping you challenge your current approach and sense check your future direction
• Lead workforce transformation with confidence by navigating the uncertainty of AI driven change and clearly articulating what the future state looks like for your teams
• Build trust and resilience during periods of change by equipping leaders to have open, honest conversations that provide clarity, direction and reassurance across the organisation
• Move beyond implementation to embed lasting behavioural change, enabling teams to adopt new ways of working, integrate AI into daily decision making, and continuously evolve customer interactions
• Hear how you can drive lasting behavior change across your teams by breaking entrenched habits, embedding new ways of working, and ensuring adoption of both new technologies and processes
• Upskill your workforce for an AI-enabled environment by training teams to work alongside new tools while strengthening the human skills that technology cannot replicate
• Protect and prove the value of human interaction by embedding it into feedback loops, using frontline teams to capture richer customer insight, and demonstrating its impact on experience and outcomes
1. Breaking habits and embedding new ways of working in CX
How do you move frontline teams beyond legacy behaviors and drive genuine adoption of new tools and processes, all while maintaining team engagement and motivation in an AI-enabled environment?
2. Redefining workforce capability for an AI enabled CX function
Where should organizations invest in upskilling to ensure teams can work effectively alongside automation, and which human skills will become most critical as AI takes over routine tasks?
3. Protecting and proving the value of human interaction in CX
How do you safeguard the human touch while scaling automation, and what metrics, feedback loops, and customer signals can demonstrate its impact on experience, trust, and outcomes?
• Build trust in AI-driven customer interactions by understanding how to design transparent experiences that clearly communicate when and how AI is being used
• Navigate data usage and privacy expectations with confidence by learning how to balance personalisation with control, ensuring compliance while still delivering meaningful, tailored experiences
• Protect your brand from AI-related risk by identifying where automation can damage trust, and implementing the right governance, safeguards, and escalation strategies to maintain quality and credibility
• Understand how to establish ownership of the end-to-end customer journey when AI automates significant portions of it, and how to build clear accountability without a single, obvious owner.
• Define what effective journey redesign demands of your organization in an AI-driven world, by rethinking processes from the ground up rather than layering technology onto existing inefficiencies
• Move beyond reactive service to frictionless experiences by identifying root causes of failure demand and redesigning journeys to eliminate pain points before they impact the customer
• Understand true value realization by implementing rigorous ROI tracking frameworks that validate AI investments and demonstrate quantifiable customer and operational improvements
• Cut wasted spend by identifying which AI deployments are performing and which need to be restructured or retired
• Accelerate ROI validation by replacing vanity metrics with outcome-linked measurement frameworks that prove AI's impact on customer satisfaction and operational efficiency
• Learn how to design CX strategies that prioritize empathy and emotional connection while adapting to economic pressures and evolving customer expectations
• Discover practical approaches for integrating automation into customer journeys without compromising trust, transparency, or authenticity
• Build frameworks for collaboration and cultural alignment that enable teams to deliver experiences that resonate
• Hear from your peers about the biggest pitfalls when moving towards agentic transformation, and how you can avoid them
• Protect against implementation risks and reputation damage by installing governance guardrails, infrastructure assessments, and workforce readiness plans before deployment
• Accelerate safe adoption by learning from real AI failures, identifying practical applications that complement human capabilities, and building scalable solutions grounded in business reality
As consumers increasingly adopt AI powered tools and personal agents to act on their behalf, organizations may face a new and largely untested challenge. Automated demand generated by customer side technology has the potential to fundamentally reshape service operations, from sudden spikes in interaction volumes to more complex authentication, trust, and fraud considerations.
• Understand how customer adoption of AI agents could reshape demand, service interactions, and operating models over the next few years
• Explore the operational, technical, and governance challenges this creates, from managing unpredictable volume spikes to authentication, trust, and fraud risk
• Gain early perspective on how to prepare your organization for machine driven customer interactions, including what to monitor now and where to adapt before the shift accelerates
• Strengthen decision confidence and strategic impact by establishing data quality standards and governance that ensure customer insights are reliable and actionable
• Unlock AI potential by preparing structured, unified data foundations that convert fragmented feedback into predictive intelligence and personalized experiences
• Close the insight-to-action gap by transforming dashboard metrics into operational improvements that measurably enhance customer outcomes and business performance"
• Forge a global CX framework that delivers locally resonant experiences at scale by defining which elements of the experience are non-negotiable and where regional teams have the freedom to adapt to local customer expectations
• Drive coordinated regional performance by consolidating data across your global network to identify what each market needs and where support delivers the greatest impact
• Enable frontline teams to deliver on the brand promise at scale by investing in the skills, tools, and confidence needed to balance global expectations with local nuance
Ahead of Customer Service and Experience East 2026, we are delighted to invite a select group of senior leaders to an intimate, off the record dinner in New York, hosted by our event partner.
Join your peers for an evening of great conversation, valuable insights, and exceptional dining in the heart of the city.
Kickstart your day with focused connections and shared purpose.
Join a small group of peers for a fast, high‑impact morning session designed to help you clarify your priorities and meet others tackling similar challenges. Connect on your key challenge so you can benchmark goals, exchange early insights, and build relationships you’ll return to throughout the event.
Take advantage of our extended lunch period to recharge and connect. Whether you join an invite‑only workshop, participate in a lunchtime roundtable, enjoy informal networking, or settle into a one‑to‑one meeting, this is your time to build relationships and dive into the conversations that matter most.
1. Breaking habits and embedding new ways of working in CX
How do you move frontline teams beyond legacy behaviors and drive genuine adoption of new tools and processes, all while maintaining team engagement and motivation in an AI-enabled environment?
2. Redefining workforce capability for an AI enabled CX function
Where should organizations invest in upskilling to ensure teams can work effectively alongside automation, and which human skills will become most critical as AI takes over routine tasks?
3. Protecting and proving the value of human interaction in CX
How do you safeguard the human touch while scaling automation, and what metrics, feedback loops, and customer signals can demonstrate its impact on experience, trust, and outcomes?
This invite only workshop will provide our senior attendees with the guidance they need to secure CX's position as a business critical function. Exchange insights with peers on how to speak the Board’s language; make the CX business case; build bridges and make allies of the board and C-Suite; and enhance one’s own leadership status to secure influence across functions.
Following the opening day of Customer Service and Experience East 2026, we are delighted to invite a small group of senior leaders to a intimate off the record dinner with out event partner ADA.
This informal evening will bring together C-suite executives, CX and service leaders and experts for open conversation on the realities of leadig the CX functions in todays world.
Join our trailblazing women in CX breakfast series, an energising, supportive space designed to help you build confidence, expand your network, and gain the tools you need to accelerate your impact in the sustainability industry.
The breakfast will feature a panel discussion followed by breakout sessions where you can connect with inspiring female leaders, exchange real‑world experiences, and uncover actionable strategies to advance both your own career and the progression of women within the customer service and experience space.
