•  Should investment prioritise containment or conversion?
•  How far can AI scale before governance risk outweighs productivity gain?
•  Is loyalty investment outperforming acquisition in margin terms?
•  Where does personalisation deliver true incrementality versus noise?
•  How should leaders sequence cost reduction and growth initiatives under margin pressure?
•  What are the 2–3 non-negotiable bets for the next 12 months?

Join Chief Operating Officer, Michele Fitzgerald, and Head of CX, Lauren Oliver, for a review of the transformational changes made to the CX team at The Oodie.

This case study will walk through how The Oodie completely redesigned their organisational structure and embraced technology to overcome their peak season challenges.

Find out how Oodie:

•  Achieved a reduction in first response time during peak season from 4 days to 44 seconds
• Rolled out automation and help centers which reduced tickets by 50% across the year
• Enabled a more stable agent base throughout the year, that has improved quality of responses and boosted CSAT scores