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Jean
Crosbie
Director, Engineering, Customer Support & Launch
Workhuman
Jean is the Director of Engineering, Customer Support & Launch at Workhuman, where she leads teams delivering exceptional customer experiences for the company’s global recognition and engagement platform. With a career's worth of experience in customer-facing leadership roles across both B2B and B2C environments, she has driven process improvements, scaled teams, and enhanced service quality in high-growth, customer-centric organisations. Her career includes leadership roles at Aer Lingus, Dell Technologies, and AWS. At Aer Lingus, she developed the airline’s escalation and refund processes, improving resolution speed and customer satisfaction. With a background in operations management, she blends strategic vision with a hands-on approach to building support frameworks that align with business goals and deliver measurable results.
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02 December 2026 11:15 - 11:45
From recognition to insight: How AI-powered rewards are building high-performance support teams
What if your next great support hire, team lead, or escalation expert was already hiding in your recognition data? In this session, discover how a leading rewards and recognition SaaS company used AI to transform moments of appreciation into actionable intelligence for Customer Support. By integrating AI into their platform, Workhuman are unlocking new ways to identify emerging leaders match strengths to customer needs, and build support teams that perform with precision and purpose. You’ll learn how this approach has improved customer outcomes, boosted NPS and CSAT, and helped organizations create recognition-driven cultures that attract and retain top talent. Walk away with practical ideas on how to turn recognition insights into a strategic advantage for your support organization — connecting performance, engagement, and impact in ways that truly scale.