Elzbieta Bogatko

VP Customer Service BestSecret Group

Agenda Day 1

11:55 AM Case Study Keynote: How We Rebuilt Customer Service to Work Alongside AI

Discover how customer service was transformed at BESTSECRET through a complete organisational redesign, replacing legacy roles with AI, analytics and process management capabilities. By combining the right level of AI autonomy with clear ownership, oversight and feedback loops, the team increased fully automated interactions from 0% to 40%, significantly improved CSAT, reduced costs, and maintained high employee engagement throughout the transformation.

• Learn how to redesign customer service teams and capabilities to maximise the value of AI while maintaining the right level of human oversight.

• Understand how clear ownership, governance and feedback mechanisms help ensure AI delivers consistent quality and business value.

• Discover how to increase automation to improve customer satisfaction and reduce costs while keeping employee engagement high.

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

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