Customer Service and Experiencuse 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.
Your CX Leader Guest Pass includes:
Before You Arrive
• Priority access to the event networking app— start connecting before the doors open
• Exclusive preferential hotel rates
At the Event
• 2 days of main stage keynotes, interactive sessions & hands-on learning experiences
• Structured networking sessions designed to make the right connections
• Refreshments & lunches on both days
• End-of-day networking drinks
• Live polling and Q&A session
After the Event
• AI-generated summaries of every session — so you never miss an insight
In exchange for this pass, you will commit to:
Up to 2 meetings with relevant partners (meetings will be organized by Reuters Events and aligned to your interests/business need)
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.
IIn a carefully curated setting, you'll connect with senior peers and industry leaders who understand exactly where you're coming from. Every networking experience is designed to spark the kind of relationships that outlast the event.
• Women in CX Breakfast: Real conversations, lasting connections, and fresh perspectives – this breakfast meet-up is where shared ambition turns into meaningful action. Open to all attendees ready to be part of the change.
• Group problem solving roundtables: Tackle your toughest challenges head-on in small, candid roundtable discussions designed to spark real solutions and genuine connections. Choose the topic that matters most to you and leave with fresh perspectives, actionable ideas, and a network of peers who get it.
• Networking Drinks: The perfect opportunity to unwind, connect, and turn the day's conversations into lasting relationships.
With complete access to the main stage, curated networking and interactive learning experiences, you'll leave with more than notes — you'll leave with the relationships and perspective that only come from being fully in it.
• AI Event Companion: Never miss a moment - Get an AI-powered summary of every session, to stay informed of all the key insights, ideas and takeaways - no matter which room you're in.
• Barista Coffee: Designed for connection. A premium environment to pause, reflect, and recalibrate before your next strategic engagement. Great coffee, Better company.
• 121 Meeting Service: We eliminate the guesswork. Our 121-meeting service matches you with the peers and partners most relevant to you. Spend your time in meaningful conversations; Don't leave networking to chance.
Each place at the event has been carefully allocated and paid for by Reuters Events. As such, you will be charged a cancellation fee of €399 if you or your company cancels your attendance less than 14 days before the event without sending a replacement. We will send you reminders ahead of this cancellation period as well as exciting event information and highlights, so you won't want to miss it.
All applications are carefully reviewed by Reuters Events. Priority is given to senior technology and data leaders (Director and above) from large enterprises. Please note that submitting an application does not guarantee a place.
As part of accepting this invitation, there may be up to two short, relevant meetings with our event partners included in your schedule, though this isn’t guaranteed and will only be arranged if it aligns with your interests.
