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Daven
Govender
Group Chief Customer Officer
Digicel
Daven is a senior CX and contact center leader with 20 years of experience leading large-scale transformations in BPO and in-house environments across 30+ countries. He has helped organizations cut through the AI hype to make technology decisions that move the needle on efficiency, customer outcomes and business value. Alongside his role as Chief Customer Officer at Digicel, Daven advises and coaches both businesses and individual leaders in CX and CS, helping them build financial fluency and operational clarity to lead with influence and drive measurable impact.
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20 August 2025 16:15 - 16:45
Fluent in finance: Connecting KPIs to unit economics, profitability, and valuation
To truly influence the business, CCOs must speak the language of finance. That means going beyond retention metrics to clearly demonstrate how customer functions impacts profitability, efficiency, and long-term company value. In this session, we’ll break down how to connect your initiatives to core financial drivers, from cost-to-serve and gross margin to lifetime value and valuation multiples. You’ll learn how to build a compelling financial narrative, justify investment in CS, and position your function as a critical lever for sustainable growth.