The Human Side: Agent Experience, Culture & Retention
The Human Side: Agent Experience, Culture & Retention
The Human Side: Agent Experience, Culture & Retention
The quality of your customer experience rises and falls depending on those who are at the forefront, dealing with customers. Overworked and under pressure agents can alienate customers, while ones operating at the top of their game can ensure lifetime loyalty.
So how do you ensure that your team is having the best experience possible, and be a vital cog in your retention engine.
To mark Mental Health Awareness Week, we wanted to check in with some CX experts and see how they approach their agent experience. We will be joined by Sarah Bull from Deckers and Emily Powell-Kaluzna from Charles Tyrwhitt
Speakers
Sarah Bull
Head of Consumer Experience
Deckers Brands
Emily Powell-Kaluzna
Head of Change
Charles Tyrwhitt
Sosan Nesari
Strategic Growth, DigitalGenius
What you will learn
Join our webinar
Date: May 12th 2026
3pm BST / 10am ET
Join our webinar
The quality of your customer experience rises and falls depending on those who are at the forefront, dealing with customers. Overworked and under pressure agents can alienate customers, while ones operating at the top of their game can ensure lifetime loyalty.
So how do you ensure that your team is having the best experience possible, and be a vital cog in your retention engine.
To mark Mental Health Awareness Week, we wanted to check in with some CX experts and see how they approach their agent experience. We will be joined by Sarah Bull from Deckers and Emily Powell-Kaluzna from Charles Tyrwhitt
Sarah Bull
Head of Customer Experience
Deckers
Speakers
Emily Powell-Kaluzna
Head of Change
Charles Tyrwhitt
Sosan Nesari
Strategic Growth
DigitalGenius
What you will learn
What we will cover
What does a great agent experience look like?
The biggest challenges facing the agent experience
How CX leaders keep their teams motivated and excited for new challenges
Whether AI is helping or hindering teams performance
