Julie Lacour

Senior Business Operations Lead Zendesk

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

14:35 Masterclass: Human-Centred AI at Scale: How Lush Transformed Customer Experience

Discover how leading brands are evolving from software ownership to guaranteed business outcomes. Join Zendesk and Lush for an inspiring masterclass on elevating customer experience through intelligent automation. Learn how Lush seamlessly integrated custom AI to streamline high-volume inquiries while enriching the personal, ethics-driven connections their customers love. Explore the blueprint behind their 369% ROI and discover how AI empowers human agents to deliver exceptional, high-value service at scale.

Learning Objectives

· Capitalise on the industry evolution toward outcome-driven, AI-powered systems of action

· Learn how to implement AI to automate repetitive customer interactions while preserving a human-first service experience with empathy

· Transform customer service insights into strategic action by using AI-driven feedback loops to enhance global operations

Key Takeaways

· Discover how Lush achieved full software cost recovery in under one year while sustaining a 93% CSAT score

· Learn how AI handles routine inquiries, empowering team members to dedicate time to meaningful, high-touch interactions

· Leverage intelligent sentiment analysis and automated tagging to proactively optimise products and customer journeys worldwide

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

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