Service and experience teams are not evolving. They are being rebuilt. This is not incremental change or another layer of technology. It is a fundamental rethink of purpose, structure and value.
AI is not the solution. It is the exposure. It reveals broken data, disconnected processes and siloed operating models. To unlock its potential, you must first align foundations across data, process and structure.
At the same time, the role of the workforce is being redefined. Not replaced, but redesigned. Delivering results now requires a focused change management approach to equip teams with new skills, embed new ways of working, and establish clear frameworks for consistent, high-performance execution.
Reuters Events: Customer Service and Experience East brings together senior leaders across CX, service, digital and operations to rethink how their organisations deliver for their customers. Here, ideas are tested, approaches are sharpened, and you leave with practical frameworks and proven strategies you can apply immediately across your business.
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
AI is moving beyond pilots and proofs of concept. The challenge now is scaling it in a way that delivers real, measurable outcomes across the customer journey. Leaders must embed AI into core service operations, align it with business objectives and ensure it enhances both efficiency and experience without eroding trust. This means tackling fragmented data, rethinking processes and building governance frameworks that enable AI to perform reliably at scale.
As AI reshapes service delivery, the role of the workforce is evolving fast. The priority is no longer just upskilling, but redesigning how people work, collaborate and create value. Organisations must build the capabilities needed to operate alongside AI, while maintaining engagement, clarity and morale through periods of change. This requires structured training, strong leadership and clear change management strategies that enable teams to adapt and perform in a new operating model.
Under increasing commercial pressure, CX leaders must move beyond advocacy and clearly demonstrate business impact. The focus is on linking customer experience initiatives directly to revenue growth, cost efficiency and long term loyalty. This means improving measurement frameworks, aligning CX metrics with business outcomes and building a stronger internal narrative that positions CX as a core driver of performance, not a support function.
Most organisations are not lacking data, they are struggling to act on it. The challenge is connecting fragmented data sources, surfacing meaningful insights and embedding them into day to day decision making. Leaders must move from hindsight reporting to real time, predictive insight that drives action across teams. This requires stronger data foundations, better integration across functions and a clear strategy for translating insight into consistent, measurable improvements in customer experience.
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.
