Hear honest, practical insights from experienced CX leaders. This session tackles the real questions around progression, skills development, setbacks, and opportunities – giving you actionable advice you can use immediately.

Many companies focus on transactions, but Wayfair recognised that long-term customer value should shape the way they design experiences. By unifying data and building a customer lifetime value model, they transformed how they prioritise journeys, deploy AI, and reduce contact demand. This session takes the audience through their journey of using data to make smarter decisions, deliver better service, and align teams around measurable customer impact.

• Build and operationalise a customer lifetime value model that shapes service design, journey strategy, and transformation priorities

• Scale AI from virtual assistants to agent co-pilots while protecting experience quality, first contact resolution, and brand trust

• Reduce global contact demand by 30 percent by unifying data, eliminating systemic root causes, and aligning teams around NPS and customer lifetime value impact