How Gembet survived the World Cup surge without sacrificing NPS
Weeks before the World Cup kicked off, Ana had a problem. Support volume was about to spike by the minute, her team was already buried in tier-one tickets, and leadership was scared that putting AI in front of fans would wreck CSAT. She changed the whole setup anyway.
In this fireside chat, Anamarija Perovic, Head of Customer Experience at Gembet shares what it actually felt like, what nearly went wrong, and what she'd do again in this event through to you by LeanConvert, Fullstory and Fin.
What you'll take away
Lessons from rebuilding customer support in 3 weeks | The audit, the risk tiers, and the war-room simulations that made it safe to go live.
Why context beat raw AI smarts | How Ana leveraged LeanConvert's AI frameworks, built inside Fin, with Fullstory’s behavioral data
How to get team backing for major projects | How Ana’s team transformed agents from ticket handlers to AI supervisors, and why morale hit a high in the busiest month of the year.
Why handle time went up, and why that's fine | Ana's take on the metric that makes most CX leaders panic.
The speakers
Anamarija Perovic
Head of Customer Experience, Gembet
In conversation with
Tim Axon
Managing Director, LeanConvert
The agenda
9-9.30am | Breakfast bites and bloody marys
9.30-10am | Fireside chat
10-10.30am | Drinks and networking
As space is extremely limited please request your invite today and we’ll be in touch.