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Suraj
Nagaraj
Head of Product - Loyalty & Customer Experience
Tesco
Suraj Nagaraj is a senior product and technology leader with over 20 years of global experience across fintech, retail and marketplaces. As Head of Product for Loyalty & Customer Experience at Tesco, he leads 100+ product, UX, data and engineering professionals, shaping personalised customer experiences for more than 20 million customers and driving over £1 billion in incremental sales. Suraj specialises in product strategy, AI-powered customer experience, loyalty and personalisation, marketplace ecosystems, and cross-functional leadership. At Tesco, he has been at the forefront of conversational AI and LLM-powered experiences, including intelligent shopping assistants and automated customer support. Previously, Suraj held senior product and advisory roles across fintech and wealth management, helping businesses scale internationally and build innovative digital products. He is passionate about creating product-led cultures, developing high-performing teams and using technology, data and AI to deliver meaningful customer and business impact.
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01 December 2026 15:30 - 16:00
Per seat is dead. Now what? Pricing products that do the work themselves
Your pricing model charges for people. Your product just replaced some of them. Every AI-native product leader is currently staring at the same uncomfortable arithmetic: the better the product performs, the fewer seats the customer needs - and the more each interaction costs you to serve. Per-seat pricing built modern SaaS, and it is quietly becoming a liability on the balance sheet it created. This session works through what is actually replacing it - usage, credits, hybrid floors, outcome-based models - and, more usefully, through what happens when you try to move an existing customer base onto one of them. It covers pricing against variable and imperfectly forecastable inference costs, protecting gross margin without punishing your most enthusiastic users, and packaging so that customer value and your cost to serve move in roughly the same direction. Including the migration conversations that go badly, and how to avoid having them. Key takeaways - A clear comparison of seat, usage, credit, hybrid and outcome-based models, and where each one fails - How to protect margin when your cost to serve scales with your customer's success - A practical sequence for migrating an existing base without triggering churn