Melissa Furze

Global Vice President of Customer Science

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Artificial Intelligence

Consulting & B2B services

Diversity & Inclusion

About Me

Melissa Furze is the VP of the Customer Science Organization for LinkedIn’s Marketing Solutions Business. She is a marketing leader who has enjoyed a dynamic career in senior roles in CRM, Direct Marketing, Analytics, Customer Insights, Business Intelligence, and Digital Marketing. Across her career she has worked with brands & large multinational corporations across ASEAN, European, Australasian and US markets. LinkedIn’s Customer Science Org is made up of Customer Insights Analysts, Researchers, Technologists, Thought-Leaders, Measurement & Advertising Effectiveness experts, Customer Solutions Engineers and Content Solutions Consultants. Melissa and her team are passionate about combining the power of Data, Technology, and Behavioral Science to create breakthrough results for their customers. Her team exist to help organizations grow their business through marketing excellence.

Hear My Insights

AI, Trust & the Future of Customer Experience

As AI becomes a cornerstone of marketing operations, redefining customer experience (CX) through streamlined processes, powerful analytics, and enhanced creativity, customer expectations are rising in parallel. Today’s consumers seek more meaningful, personalized interactions—seamless across multiple channels yet authentically human. What does the next wave of AI agents mean for the future of CX, and how can businesses prepare for this transformation? This session will explore how Agentic AI is reshaping customer engagement, particularly in sectors like luxury retail, where authenticity and trust are paramount. We’ll discuss how brands can preserve the human dimension of CX, foster consumer trust through responsible data use and transparency, and ensure that AI-driven experiences remain both innovative and emotionally resonant.