When scaling into new markets, user expectations shift. CX and insights teams face a familiar challenge: how to move fast without losing touch. Ensuring platform efficiency and managing frontline experiences while balancing the needs of customers and employees is a delicate business, especially when small tweaks can affect retention on either side. In this, customer insights becomes even more critical to influence strategy, culture and, of course, customer-centric decision making.

With deep expertise in operational data and on-the-ground engagement, Christina Lewis is joining us to share her experiences using metrics such as cancellation and retention rates to shape service design. She will examine the question of how serving certain groups in business strategy – internal or external – impacts end users. Christina will explain how she helped fast-growing brands such as Deliveroo and Bolt navigate rapid international expansion combining qualitative and quantitative feedback with field work to humanize reporting and keep customers at the center.

Attendees will learn:

• How to balance quantitative trends with qualitative insights to inform truly customer-centric decision making
• How operational data can be used to improve both customer and employee experience without sacrificing one for the other
• How CX leaders can use insight-driven strategy to champion inclusion, safety, and sustainability across the customer journey