Aurelia Pollet

Every CX leader has lived this moment: customers are telling you something is broken: a returns process that's cumbersome and slow, say. Leadership agrees it should be fixed. There's no argument, no resistance. It gets prioritized.

And then, somehow, it still doesn't move.

Agreement is the easy part. It costs nothing to nod at a real problem. What's missing in most organizations isn't more consensus, it's someone operating the space between the "yes" and the fix: building the case, attaching a cost to inaction, keeping the decision alive until it's actually funded and built.

Join this interactive discussion to explore:

- Why "everyone agreed" is not the same as "someone's operating it"

- A real example of a customer problem everyone agreed on, and what it took to carry it from agreement to execution

- What it looks like for CX to operate a decision, not just advocate for it

- Where AI helps build the case faster, and where the follow-through stays entirely human