Scenario: Your customers are at a crossroads—every interaction is a chance to strengthen loyalty or lose trust. Challenge: Most teams react after the fact. What if you could make the right decision in the moment? In this interactive session, Ankit Agrawal, Associate Director of Business Strategy at Verizon, will guide participants through hands-on exercises using real-time decisioning frameworks that turn everyday CS interactions into loyalty-building opportunities. During the session, you’ll: • Identify key customer signals that demand immediate action • Design real-time decision flows to influence retention outcomes • Build personalized loyalty strategies that scale across accounts Activity style: Participants work in small groups on live decision-mapping exercises, test scenarios against real-world examples, and iterate on solutions collaboratively. Takeaway: Leave with a practical decisioning map and loyalty toolkit you can apply immediately—turning reactive retention into proactive, measurable success.