Can AI Scale Customer Experience Without Breaking Trust?
For customer service and experience leaders, AI is no longer a future consideration. It is a present-day imperative. But as automation accelerates, a harder question is emerging. How do organisations scale AI while keeping experiences ethical, human-centred, and trusted?
These challenges, and the practical realities of solving them, will be explored at Reuters Events: Customer Service & Experience West 2026, taking place 21–22 April in San Diego.
The invite-only forum brings together 250 senior CX, service, and digital leaders from predominantly brand-side organisations. Attendance is intentionally capped to support candid exchange and in-depth discussion, with more than 75% of participants at director level or above. The emphasis is on execution rather than theory, and on what CX leaders need to do now to stay ahead.
What CX leaders will focus on across two days includes:
- Implementing AI in ways that enhance efficiency while preserving trust and empathy
- Securing executive and board-level buy-in for CX as a strategic growth driver
- Turning fragmented customer data into actionable, proactive insight
- Supporting CX teams through workforce transformation and capability change
- Learning what is working now through real-world case studies and peer discussion
Sessions are delivered through interactive formats, roundtables, and practitioner-led discussions designed to encourage participation and knowledge sharing.
Speakers include senior leaders from organisations such as American Airlines, e.l.f. Beauty, AT&T, Pfizer, US Bank, and Ardent Health, each sharing first-hand insight into navigating change while keeping customers at the centre of decision-making.
With the event now just a few weeks away and places strictly limited, registration is closing soon.
As a reader of Call Center Times, you can save £200 on registration using the exclusive code: CallCenterTimes200.
Learn more and register here: https://shorturl.at/DbMpx
For group bookings and additional discounts, please contact sofia.gerrard@thomsonreuters.com.