The Customer Service Track at the UWEBC Annual Conference highlights how leading organizations are transforming the customer experience through innovation, technology, and people-centered strategies.
Sessions in this track explore how companies are improving service delivery, leveraging data and digital tools, and empowering teams to create meaningful customer interactions. From evolving customer expectations to the role of AI and automation, speakers share practical insights and real-world examples that help organizations strengthen relationships and deliver lasting value.
While we finalize the 2026 Customer Service Track lineup, we invite you to explore highlights from last year’s sessions below. These clips showcase the caliber of speakers and the engaging conversations that make this track a valuable learning experience for professionals focused on customer experience and service excellence.
Stay tuned as we begin announcing this year’s speakers in the coming months.
Practice Director
Matthew Cone
Position title: Customer Experience & Marketing Practice Director
Email:
matthew.cone
Matthew Cone leads the UWEBC’s Customer Experience & Marketing focus area. Matthew has spent his 25+ career working with teams to deliver amazing customer experiences with a focus on collaboration and the strength of diversity. Matthew leverages his experience with Apple, Barnes & Noble, and Target supporting teams in B2B and B2C sales, technical services, training, coaching, and development, all necessary competencies that resonate with many of our member companies in the current CX landscape. Matthew has deep ties within the broader Customer Experience community as a channel leader with CX Accelerator and a board member of the Experience Management Global Collaborative, which he leverages to pull ideas and thought leaders into the UWEBC community. Matthew graduated with a BS in Management from Cardinal Stritch University, and a Master of Science in Customer Experience Management from Michigan State University.