What really happens when a global brand rips up its CRM and starts again? Alicia Skubick, Chief Customer Officer at Trustpilot, takes you behind the curtain of a high-stakes modernisation journey. From breaking down silos to winning over skeptics, Alicia reveals the unfiltered truths - the missteps, the breakthroughs, and the bold calls that changed the trajectory of how Trustpilot connects with its customers. This is a rare, first-hand look at what it really takes to turn CRM into a growth engine. If you’re a CCO or Customer Success leader thinking about your own transformation, this is the session you can’t afford to miss.