Moving from reporting what CS does to shaping what the business does requires a different kind of influence. This session will explore how to communicate customer value, retention and growth in language that resonates with your leadership, turn customer insight into strategic recommendations, and build credibility when CS is still fighting for a seat at the table. Expect practical approaches for choosing the metrics that matter, handling challenging executive questions and influencing decisions without direct authority. Key takeaways: - How to translate CS performance into business outcomes - Metrics and narratives that resonate with executive leadership - Strategies for influencing decisions without direct authority - Ways to turn customer insight into action at the executive level - Approaches to building CS credibility across the wider business