Customer Service & Experience West 2027

Customer Service & Experience West is a two-day leadership summit held in San Diego, run by Reuters Events. It's the meeting place for senior CX, service, digital and operations leaders re-engineering how organisations serve customers in an AI-enabled world, alongside the partners helping teams put that ambition into action.

The setting is deliberately intimate: a strict 250-attendee limit, 80%+ at director level or above, and 75% brand-side, with limited vendor presence so every conversation stays relevant and grounded in shared challenges.

Here's what the agenda focuses on:

• AI built on trust: embedding AI into service delivery with transparent disclosure, strong governance and measurable ROI
• Data-driven CX transformation: turning fragmented data into seamless, personalised experiences and breaking down internal silos
• Agents at the edge of innovation: balancing AI efficiency with human connection and upskilling frontline teams
• Embedding CX at the core: securing executive buy-in and proving CX value through business metrics, not just sentiment
• Honest, peer-to-peer debate: bold ideas stress-tested on stage, so you leave with frameworks you can implement immediately

Every Reuters speaker commits to sharing a real-world example, a success or failure, and at least one actionable next step, so sessions stay practical.

This is a paid event. Check the event website below for full details, agenda, and to register your interest.