The True Cost of Poor Customer Visibility

​​Guest Speakers

Most organisations think they understand why customers contact them until rising volumes, manual analysis bottlenecks, and failing self-service reveal the true cost of poor visibility. Join EdgeTier Co-Founder and CCO Bart Lehane and Vladimir Greavu, Founder of Tweak.ist and former Head of Customer Care at Berlin Brands Group and Vivid Money, as they unpack what happens when customer signals stay hidden, and how full visibility across interactions becomes a powerful operational advantage.

Vladimir will share real experiences from fast-scaling teams where fragmented data and inconsistent tagging made visibility both urgent and challenging. He’ll discuss the operational, financial, and customer impacts of not seeing issues early, and how modern analytics and AI can flip the equation.

What You’ll Learn:

• The rising cost of poor visibility, and why small blind spots become big problems.
• How visibility gaps slow operations through manual categorisation and firefighting.
• The customer impact: higher effort, lower CSAT, and missed signals.
• Lessons from Berlin Brands Group & Vivid Money: what worked and what didn’t.
• Why AI initiatives struggle without structured, reliable issue data.