The AI-driven future of customer support: From cost-centre to revenue-driver - Duo session
25 Sep 2025
THE FUTURE OF CUSTOMER EXPERIENCE STAGE
Talent & Teams
Technology & Innovation
Data & Privacy
Measurement & ROI
For customer experience leaders, eCommerce heads, and operations teams who want to turn support into a growth engine, not just a necessary expense.
When most businesses treat customer service as damage control, Furniturebox sees opportunity. With a near-perfect 4.9 Trustpilot and 4.8 Google rating, they’ve proven that world-class support drives serious results. In this session, Neil Adams, Head of Customer Service and Emy Cox, CX Manager, shares how AI is transforming their support function, from automating efficiency to unlocking new revenue streams.
What you can expect to takeaway:
• How to use AI to scale support without losing the human touch
• Why proactive, data-led service boosts both retention and revenue
• The tools, tactics, and mindset shift needed to go from reactive to revenue-generating
Level it's for: Manager / Head of / Director
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