Playtomic's Giulio Castiglione on why deflection rate is easy to game, why resolution is the number that matters, and how to scale AI support across 36 countries without hurting CX.

Christopher Lind has turned down multiple Chief AI Officer roles he calls set up to fail. He explains the agentic letdown, work slop, and why 2026 is the year of the AI hangover.

Zack Hamilton has advised 200+ retail brands and seen NPS scores in the 80s sit on top of businesses bleeding customers. He explains why NPS is dangerously incomplete and what to measure instead.

Eli Winderbaum has run an AI support agent in production for nearly two years. He shares what 65% resolution looks like at Mirage, the jobs AI is changing, and the month-to-an-hour feedback loop.

Common Room's Tamara Wall on why AI exposes bad leadership, treating AI like an employee you hire instead of software you buy, and the support metrics that beat CSAT.

Maisa Breve leads CX and quality at Vio.com, a travel platform serving 100M visitors a year. She explains why AI can't replace human judgment when a booking falls apart at midnight.

Rohit Tripathi spent a decade in technical support at Microsoft, Zapier and Notion. He breaks down how to triage a bug from a hallucination, get engineering to listen, and what to automate first.

logz.io's Shahaf Tsaig on why he dropped a third-party AI tool stuck at 70% accuracy, built his own support workflows in-house to reach 99%, and held a 95% CSAT across 24/7 support.

Brandol Guerra leads customer service at Rebag, the luxury resale marketplace. He explains how to deploy AI in a premium environment without killing the experience, and what must stay human.

Eva Deckers left Philips to lead AI inside Catharina Hospital. She explains why the care pathway, not the AI, is the real solution, and why the hard part is data, not algorithms.