David Nygaard

Advisor and Former President of Service, Sales and Customer Care Best Buy

David Nygaard is a customer experience leader with over 35 years of experience building and transforming large-scale service operations. During his 29 years at Best Buy, he led Home Services, Sales and Customer Care Operations, overseeing Geek Squad services, customer care, membership and protection programs, final-mile delivery, and Best Buy for Business. His work included modernizing Best Buy's customer care operation, launching its in-home services business, helping reduce enterprise costs by more than $1 billion, and making Best Buy the largest Apple Authorized Service Provider in the US. Now retired, David brings a seasoned operator's perspective on delivering consistent customer experiences while managing the cost, complexity, and scale of modern service organizations.

Summit Day One - Tuesday, 6th October 2026 [CET]

11:50 Panel Discussion: Rethinking Europe’s Multilingual Hiring Model and CX Trust Economy

Europe has 24 official languages, and a hiring map that has stopped working. Europe's hardest-to-staff languages are concentrated in its most expensive labour markets. Real-time voice translation can separate language from agent location, expanding the hiring map while helping customers communicate. But native-sounding calls weaken voice as a signal of identity. Trust you can hear is no longer trust you can bank on. Join to examine where translation is ready, how it's scaling multilingual operations, and how contact centres gain flexibility without creating compliance risks.

Learning Objectives

Evaluate where real-time translation is ready for customer-facing use and where human support remains necessary
Redesign language staffing models around skills, demand, and labour costs rather than location
Assess the identity, transparency, and compliance controls required for synthetic audio

Key Takeaways

Understand where real-time translation is ready for customers today, and where it is not
How translation changes the contact centre hiring map
How EU AI Act transparency rules apply to synthetic audio in live customer calls

Check out the incredible speaker line-up to see who will be joining David.

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