How Electrolux turned its contact center into growth

💎 Exclusive episode recorded in Las Vegas at Genesys #Xperience26

🎙️ THE BIG XPERIENCE 2026 DEBRIEF – LIVE ON 30 SEPTEMBER Three days of conferences in Las Vegas.

Dozens of presentations. Resources I can’t share here. Everything is analysed in a single live stream, featuring surprise guests. And for everyone tuning in to the live stream: a free copy of Tony Bates’ book 🎁

👉🏼 Book your place : https://www.genesys.com/fr-fr/webinars/xperience-le-grand-debrief?utm_source=marine_deck&utm_medium=referral&utm_campaign=1-27-efr-fr-ca-270834-0-fy27_q3_emea_event_france_xpr_2026_webinar For years, the contact centre was managed as a cost to be cut. At Electrolux, that’s no longer the case. Aki Savolainen, Head of the Electrolux Contact Centre, took an organisation that was fragmented by channel and rebuilt it around a single focus: the customer’s intent. The result: a contact centre that generates measurable value, an AI platform funded by a single use case, and a customer journey that now asks just two questions.

🎯 WHAT YOU’LL LEARN:

✅ Why the contact centre becomes a driver of growth when you start with customer intent

✅ The single metric Aki kept to manage everything, and what he does with the others

✅ Why retention becomes resolution when AI comes into play

✅ The simple use case that single-handedly funds the entire platform

✅ What Electrolux tested and abandoned

✅ Where to draw the line between AI and humans: the answer is simpler than you might think

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