Mark Krebs

Vice President of Global Sales Celebrus

Mark Krebs has more than 20 years of experience developing, launching, and managing start-up ventures, building companies, and taking products to market. As Vice President, Global Sales, at Celebrus, Mark is committed to helping organizations leverage better data to support key business initiatives.

CX BFSI Exchange - Day 1

9:30 AM Event Partner Think Tank: The Customers Your AI Can't See: Real Stories from the Data Gaps Behind CX & AI Investment

Every CX investment assumes you can see your customers clearly. Most of the time, you can't.

They haven't logged in. They're moving across channels and devices that your systems don't connect to each other. By the time someone becomes a name in your CRM, everything that happened before that moment is already gone.

That's not a technology gap. It's why AI models trained on incomplete signals guess instead of predict, why agents and reps make decisions with half the picture, and why retention efforts miss the moment they were built to catch.

This session is built around what happens when that gap closes: real situations from banking, insurance, hospitality, and travel, including a churn signal that started working, a fraud case caught by a single behavioral change, and a customer who should have been treated like a VIP and wasn't. No frameworks, no pitch. Just what changed, and what it was worth.

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

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