Natalia Hammond

Head of Business Development vintage.com

15+ years in international retail and e-commerce, including 11 at adidas across Europe and Asia. Now driving live and social commerce and new market entry at vintage.com. Founder of Maison Fido, with 250M+ YouTube views.

Agenda Day 1

4:55 PM Panel Discussion: Proving the Business Impact of CX, Service and Loyalty

Tight budget and competing priorities are putting pressure on CX leaders to show how investments in experience, service and loyalty contribute to commercial performance. Demonstrating its impact on retention, revenue, lifetime value and cost efficiency is critical to proving value to leadership and long-term customer-centric investment.

• Where is the clearest link between CX, service and loyalty performance and outcomes such as revenue, retention and cost efficiency?

• How can customer outcomes be translated into the commercial languages needed to win over senior leaders, finance teams and boards?

• Does the traditional CX business case remain strong enough when competing against other strategic priorities for investment?

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

Download The Latest Agenda

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