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Chief Customer Officers & Senior Leaders from Carharrt, Verizon, CVS Health, Nationwide, H&R Block, Charles Schwab and more unite on the West Coast for Reuters Events: Customer Service & E


Sofia Mazur
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Chief Customer Officers & Senior Leaders from Carharrt, Verizon, CVS Health, Nationwide, H&R Block, Charles Schwab and more unite on the West Coast for Reuters Events: Customer Service & Experience 2023.

Reuters Events have launched Customer Service & Experience 2023 (May 10-11, San Diego) to bring together senior CS & CX leaders from the world’s most recognizable brands. The 2023 speaker faculty features Carharrt, Verizon, CVS Health, Nationwide, H&R Block, Charles Schwab, Citizen Watch Group, GM Financial, BP, IHG Hotels & Resorts and many more – see the full list here  <https://events.reutersevents.com/marketing/marketing-san-diego/speakers>.


The industry shaping leaders from these organizations share a singular focus – to prioritize their customer & thrive. They understand that CX is positioned stronger than ever to become the engine that powers your business success, supercharging customer-driven growth. However, leaders that neglect this potential will find themselves way behind their competition, losing out on customer dollars and feeling the squeeze.


“2023 is set to be a turbulent year, with economic uncertainty dictating the strategy and roadmaps of many organizations. With consumer expectations higher than ever brands must remember that CX remains a key differentiator, and to shy away from customer centricity can only lead to regression. Now is the time for CX to stand up and be the driving force behind your success.”  Josh Wheeler, Strategic Director, Reuters Events


Four critical themes at the heart of 2023’s agenda:


Mature your Data-Driven Strategy

Data underpins the entire CX effort of an organization, and world-class CX cannot be achieved without an extensive, modernized process for collecting, analysing & utilising data. The focus of service & experience leaders must be firmly concentrated on implementing an organizational structure that can aggregate data into a single system and allow you to deliver actionable insight across the entire business. From executing Voice of the Customer programmes to leveraging AI & Data Analytics, data-driven strategies will hold the key to the success and growth of your service & experience function in 2023.

Redefine the Agent Experience

We often hear of the importance of keeping up with customer expectations, but how much attention does your organization pay to keeping up with the expectations of your agents & employees? In a hyper-competitive job market that favours the employee, it is now more crucial than ever that you have the processes, tools & actionable data in place to empower your agents, attract and retain their talent, and redefine the ways that we engage, support & motivate our workforce.

Scale Support with Innovative Technology

Technology continues to transform the landscape of customer service & experience, and leaders must focus on how to leverage tools and technologies to determine positive business outcomes. From redefining voice channels with AI-powered IVA technology, to creating AI-assisted ‘super agents’ with expansive and intuitive knowledge bases, now is the time to invest in the technology needed to effortlessly navigate the world of high customer expectations for frictionless digital experiences, hyper-personalized journeys, and contextual experiences.

Enshrine CX at the Heart of the Business

As we enter a new period of economic uncertainty, it’s time that stakeholders and CEOs across the world give CSX a bigger seat at the table - but how do we as leaders facilitate this? Discover how you can attribute ROI & value directly to CSX initiatives to encourage investment, implement the change management required to embed CX from the very top right through to every frontline CSR, and develop a continuous improvement mindset.


You can find the full agenda here  < https://1.reutersevents.com/LP=33523?extsource=media_partner_crmxchange_pressrelease >.


“Focusing on human-centered thinking and empowered talent to create more personalized customer experiences is more important now than ever. Through collaboration and sharing with CX leaders across industries in this forum, we’ll deepen our understanding of modern CX practices and approaches that will bring us closer to customers. Bringing together a CX community is critical to the growth and enablement of customer and employee experiences we all seek to improve every day.”  Aarthi Murali, Chief Customer Experience Officer, M&T Bank

Over 40 visionary CCOs and senior CS & CX leaders are joining as speakers to offer their insights, including:

  • Aarthi Murali, Chief Customer Experience Officer, M&T Bank
  • Jenny Hall, VP Customer CareCarhartt 
  • Srikant Narasimhan, VP Enterprise Customer ExperienceCVS Health
  • Wilson Nieves, SVP Customer ExperienceCitizen Watch Group
  • Bala Maddali, Head of Conversational AIVerizon
  • Lori Rennie, VP Enterprise Billing & Customer Relations, Nationwide 
  • Tricia Price, SVP Brand Strategy, Marketing & Customer ExperienceGM Financial
  • Danielle Henderson, VP Customer Experience, HealthNet
  • Rahul Magan, Managing Director & Head of Client Service & Support, Charles Schwab
  • Amy Labroo, VP Growth Marketing, Engagement & Analytics, H&R Block
  • Leah Heil, VP Shopping Center Management, Unibail-Rodamco-Westfield
  • Roger Rohatgi,VP Digital Design, BP


Reuters Events: Customer Service & Experience 2023 will take place on May 10-11 at the Hyatt Regency Mission Bay Spa and Marina in San Diego. The two-day event will host a variety of case-study presentations, panel discussions, class-room style workshops, and interactive roundtables attended by 300+ CCOs, CS & CX leaders.


For more information, visit the website < https://events.reutersevents.com/marketing/marketing-san-diego/speakers?utm_source=CRMXchange&utm_campaign=5917 >.


Notes to editor:


Reuters Events exists to deliver the intelligence and foster the relationships that shape strategy and secures the future for leading companies worldwide. We serve a diverse range of industries and places a focus on the challenges and opportunities resulting from technological and strategic innovation. The dedicated, semi-autonomous industry teams at Reuters Events work to foster close relationships with the customers they serve; and a deep understanding of the strategic challenges they face. In-depth research underpins the development of all products, resulting in highly focused and carefully curated information and event agendas. As pioneers in the use of content for community development and marketing we foster year-round contact with our customers. The quality and value of the information we generate drives loyalty and underpins why our brands are considered leaders in their respective markets.


Please contact Josh Wheeler – josh.wheeler@thomsonreuters.com for more details.