Kate Showalter has done what most CX leaders only dream about. She transformed customer service from a cost center into a revenue machine. In this candid conversation, the Crate & Barrel VP reveals how 30+ years of institutional knowledge became her superpower in the AI age.

Discover how Showalter drove change in annual savings, her insider tips on building the best teams, and why her CX shadow program now has a waitlist of executives wanting to learn her methods. Kate shares how she contributes to her C-suite coalition, and why she coaches AI like a new support hero.

This is a masterclass in enterprise-scale transformation from someone who's lived every level of the business, from selling wine glasses on the floor to shaping the future of retail CX with Gladly.