Luke Squires, Customer Experience Director at Sykes Holiday Cottages, discusses how businesses can integrate transformational technologies like AI into their traditional customer support operations. He discusses the evolution of customer service, the exciting potential of AI, and how it’s becoming more accessible to companies. Luke emphasizes that while AI comes with challenges, it opens up many new opportunities for improving customer experiences.

“Technology is the best it’s ever been. It’s constantly evolving and becoming more accessible for companies. While it still comes with a significant cost, tools like AI are no longer a new concept. They’re now something businesses can adopt and start running with.” – Luke Squires

Luke Squires highlights the growing need to integrate AI-driven tools into traditional customer support. He explains how rapidly evolving consumer expectations, driven by pandemic-era digital behaviors and Gen Z's unique communication preferences, present challenges and opportunities. Drawing on his experience leading teams at the UK’s top holiday rental company, Luke recommends balancing automation with human empathy, leveraging real-time analytics to anticipate needs, and positioning support as a strategic growth driver rather than a cost center.

Enav Birnbaum, Director of Customer Solutions at Zencity, explores how customer support can directly impact revenue growth. She outlines her PhD background in international relations and explains how it informs her approach to solving real‑world challenges. She also reveals the cultural foundation that drives passionate service and fosters strong customer bonds.

“I believe that when managing a contact center, it is most important to keep your team members connected to your company's mission and vision, and to remind them why we need to provide top‑notch support and why we are here.” – Enav Birnbaum

From her early academic insights on social dynamics to Zencity’s hands‑on revenue results, Enav connects culture, proactive support, and data‑driven processes to show leaders how customer experience becomes a measurable growth engine. Listeners will discover why linking mission to daily actions transforms support teams from cost centers into trusted drivers of loyalty and profit.

Ash Rhodes, Business Consultant in Customer Experience at Ash Rhodes Consulting, shares how contact centers can break free from the “cost center” mindset. He dives into strategies highlighting the invaluable customer data gathered during service interactions. Ash reveals how internal advocacy reshapes a team’s influence. Finally, he explains how to speak the language of stakeholders to gain a permanent seat at the executive table.

“When we talk about customer success, there’s so much more to it. We must demonstrate our value and our raison d'être—our reason for existing—to the rest of the organization and beyond, and that is where we get in our own way.” - Ash Rhodes

Ash shares how being calm and empathetic in high-stress situations can guide us toward effective solutions in both bars and boardrooms. He shows that every interaction, when approached with confidence and care, can reduce tension and create stronger connections between people and teams.