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Josh Matheson

CX Optimisation Leader, Lion

Josh Matheson is the CX Optimisation Leader at LionCo, where he drives improvement in customer-facing operations through data-driven transformation, performance optimisation and continuous feedback loops. With experience spanning customer journey mapping, process improvement, and measurement, Josh helps ensure both customer satisfaction and operational efficiency scale in tandem. At the Summit, he will join the panel Using Real-Time Data to Elevate Every Interaction to share how LionCo is turning live signals into practical changes in agent workflows—balancing speed, insight, privacy and quality.

Day 2

9:50

Panel: Using Real-Time Data to Elevate Every Interaction

  • Turning live customer signals into in-the-moment support and escalation

  • Aligning data use with agent workflows to drive faster, better outcomes

  • How contact centres can use customer data in real-time without breaching trust or privacy

  • What leading teams are doing differently in 2025

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