The customers are often not in the breakouts or even on the show floor much. When I was involved in my former company's event, there was a big customer briefing center that was back to back meetings with (typically) customer management at some level and a separate day track for executives.

Even as an analyst--as I've been off and on--I didn't necessarily do a ton of breakouts. I'd watch the keynotes, whether in-person or streaming, and then it was hallway track, meetings, and usually some sort of separate analyst/media activity.