The CX USA Exchange, February 26-27 in Fort Lauderdale brought together CX leaders across a huge range of industries in the US to capture ideas from one another, enabling crosspollination of networks and strategies to drive the CX industry forward. Check out what happened last year at CX USA Exchange.

The CX USA 2025 Post-Event Report brings together the insights, themes, and strategies shared by the nation’s top customer experience leaders. Across the two days, executives from leading banks, insurers, retailers, and technology companies came together to explore how to elevate CX in an era defined by AI, personalisation, and ever-changing customer expectations. Inside the report, you’ll find highlights from keynote sessions, panel discussions, and workshops, alongside exclusive perspectives on where CX is headed in the US and beyond. Whether you attended or not, this report gives you an insider’s look at the conversations shaping the future of customer experience.

Customer support provides a crucial touchpoint which can make or break the customer experience. A solid customer support function can help retailers stand out from competition, increase customer loyalty, and reduce churn.

Read this article to find out:

• The strategic value that customer support brings to your CX strategy.

• How different businesses are balancing human contact and automation in customer support.

• What role AI and emerging technologies can play in supporting your organization’s customer support strategy.