Most CX leaders know the feeling. The scores are tracked, the themes are documented, the monthly report goes out on time.

And leadership asks about churn.

The two conversations exist in parallel because the tools were never built to connect them. NPS tells you what already happened. Churn needs foresight.

You will learn:

• The three traps keeping CX teams in the reporting loop: the predictive gap, the AI tooling gap, and the stitching problem — and why closing each one is a tooling change, not a skills gap
• What a leading churn indicator actually looks like in practice, and how one enterprise team used emotion AI to identify $18M in revenue risk at 86% predictive accuracy
• Why closed-loop impact monitoring is the piece most teams skip, and how without it, CX will always be measured as a cost centre rather than a revenue function

The shift from CX reporter to strategic partner is not a posture change. It is a tooling change. This session shows you what that looks like, and what staying in the loop is costing you.

Join us live on Wednesday 27th May 2026.