Ryan Smith

Vice President of Guest Experience & Operations Ashley Furniture

Agenda Day 1

12:40 PM Think Tank: Quantifying the ROI of Customer Service to Reposition it from Cost Center to Value Creator

In a world where AI drives the conversation around cost efficiency, many board rooms view customer care as the low hanging fruit.

As pressure increases to replace headcount with AI-powered service chatbots and virtual agents, the conversation must evolve beyond simple cost-cutting, and instead focus on how customer care, not just transactional service, powers LTV and advocacy.

• Uncovering tried and tested tactics for quantifying not only the cost savings but the retention impact of your customer service channels to ensure continued investment in your strategy

• Linking service quality, speed and resolution metrics directly to LTV to prove customer service's measurable contribution to revenue and loyalty

• Demonstrating the strategic and capital risks of over-automation to ensure loyalty is not damaged and your brand is protected

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

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