Agenda

Featuring six specialised topic stages and a main stage, with the latest AV technology bringing case study presentations to life

2000+ ATTENDEES

250+ PRESENTERS

1 Day

ROUNDTABLES

10:00 - 10:05 Studio Host Welcome

LIVE! From the Engage Customer studio, Gerry Brown, Chief Customer Rescue Officer at Customer Lifeguard opens the Virtual Customer Engagement Transformation Conference with a whole host of organisations set to take to the stage, ranging from BMW to Trainline, to Microsoft to Pfizer, describing the unprecedented times they have encountered so far during the last 18 months and how they have kept up with customer trends to implement winning strategies and reap the rewards of customer loyalty as a result.

Speaker: Gerry Brown Customer Lifeguard

10:00 - 10:05 Studio Host Welcome

Thursday 09 October 2025

09:00 - 09:05

Main Stage

Chair's Opening Remarks

Introduction

Customer-Centric Transformation

Welcome to the Main Stage, hosted by Martin Hill-Wilson, founder of Brainfood Consulting and a pioneering thought leader in customer engagement strategy. Drawing on decades of experience mentoring senior leaders, Martin will set the scene for a day focused on the future of customer and employee engagement - exploring how organisations can blend innovative strategy, advanced technology, and emotive leadership to build customer-first cultures and deliver sustainable growth. Expect forward-thinking ideas, inspiring stories, and practical takeaways, as Martin guides us through what’s next for customer engagement in an era defined by both digital transformation and the enduring power of human connection.

Speaker:

Martin Hill-Wilson

Brainfood Training

Co-Founder

Martin Hill-Wilson is a long-standing member of the Customer Engagement community. Over his career, he has launched a series of change initiatives using the dynamic of action-based learning – most recently AI for Non Technical Minds. All are designed to disrupt and reset the ‘art of the possible’ using new operating models re-imagined through foundation user education.

09:05 - 09:25

Main Stage

Research Reveal: The Total Experience: Your Brand, Their Journey

Presentation

Customer-Centric Transformation

Forrester’s latest global survey reveals that enhancing customer engagement, achieving growth, and strengthening brand are now the top business imperatives - yet their true power is only demonstrated when pursued together. In this session, Thomas shares Forrester's insights showing that close alignment between brand experience (BX) and customer experience (CX) yields up to 3.5x greater revenue impact.

Discover how leading companies are moving beyond siloed initiatives to adopt a “total experience” mindset - one that is consistent, additive, and anticipatory at every touchpoint. Gain strategic guidance on how to break down organisational barriers, deliver on your promises, and create unified experiences that not only acquire customers but earn lasting loyalty and drive sustained growth.

Speaker:

Thomas Husson

Forrester

VP, Principal Analyst

Thomas is a vice president and principal analyst serving chief marketing officers. Thomas helps firms reduce the gap between brand, customer, and employee experiences. His research covers the disruptive role of culture, consumer behaviours, and technology — especially AI — in digital and sustainable transformations.

Thomas has spoken at numerous events around the world, including Mobile World Congress, DMEXCO, WebSummit, and VivaTech, and he is regularly quoted in leading media outlets, such as The New York Times, The Wall Street Journal, Reuters, Les Echos, and Le Monde.

He has worked with clients from nearly every industry — including consumer goods, luxury, travel, retail, and financial services — to advise and guide the development of their marketing, CX, digital, and sustainable strategies.

09:45 - 10:05

Main Stage

Leading Customer-Centric Transformation: From Vision to Sustainable Impact

Panel Discussion

Customer-Centric Transformation

Embedding customer-centricity at scale is one of the most complex, and critical, challenges facing leadership teams today. It requires more than a new strategy or set of KPIs; it calls for deep cultural change, cross-functional alignment, and long-term commitment from the top. This session brings together senior leaders to explore how to start, scale, and sustain transformation that puts the customer at the heart of every decision.

What to expect:

Where to begin: strategy, structure or culture?
How to create a culture where customer experience is everyone’s responsibility
Measuring impact beyond traditional satisfaction metrics
Ensuring customer-centricity remains a strategic priority, not just a passing initiative

Speakers:

Ellie Bateman

Centrica

Chief of Staff, CCO

An experienced leader with over 17 years leading customer service, customer experience and now Chief of Staff to the Chief Customer Officer in Centrica.

A mother of two, a dreamer, a coach, a mentor and passionate about how humans work and helping people achieve their dreams, whatever they may be!

Naomi Sweeting

Places for People

Director of Customer Research & Insight

Naomi has over 25 years’ experience as an insight, customer experience and strategy professional.

She has worked across the public and private sector including positions at Lloyds Banking Group, Central Office of Information, The Research Factor and The University of the West of England.

Naomi is currently Director of Customer Research & Insight at Places for People, and has held previous senior roles at Grand Union Housing Group and Alliance Homes.

Naomi is passionate about understanding customers’ needs and evidencing the importance of inclusion in driving operational efficiency and customer experience.

The award-winning psychographic segmentation Naomi has developed has now been delivered for 14 housing organisations.

10:05 - 10:45

Main Stage

Coffee & Networking

Break

Take a break, grab a coffee, and enjoy an invaluable networking session! This is the perfect opportunity to meet fellow customer engagement leaders, exchange insights, and build connections with industry professionals. Plus, you’ll have the chance to meet leading suppliers who can help enhance your customer engagement strategies with innovative solutions and services. Recharge, network, and fuel up for the rest of the Summit!

10:45 - 11:05

Main Stage

The UK CX report 2025: Navigating Trust, Digital Transformation and Generational Divides

Presentation

Digital Powered Customer Engagement and Personalisation

Ipsos in partnership with Engage Business Media are delighted to share crucial insights into the evolving customer experience landscape. The 2025 nationally representative study explores…

Customer Choice in a Digital-First World
The Role of AI in Shaping CX - Expectations vs. Reality
Building and Maintaining Trust in the Digital Age
Generational Perspectives on CX

Join Jamie Thorpe - CXO & UK Service Line Leader and Jean-Francois Damais - Global Chief Research Officer, as they test hypotheses and uncover actionable insights to help you craft winning, trust-building customer experiences that resonate across digital and traditional channels and diverse customer segments.

The CX Survey 2025 will arm you with the data and understanding needed to compete and build loyalty in a digital-first world.

Speakers:

Jamie Thorpe

Ipsos

Chief Experience Officer

Jamie is a CX, Research and Engagement professional with over 25 years industry experience and expertise. Having worked directly with clients for the duration of his career he prides himself on developing solutions with them to meet their needs and drive actionable intelligence into the business. Jamie recognises the growing need for brands to be connected with customers and the customers realisation of their own value. These elements, when blended with the technologically advanced world in which we now live and the fickle, impatient customer of today, make the customer agenda more important than ever. Customer segmentation, data, business intelligence and insight play a key part. Jamie is a member of several leading governing bodies and well networked both within the supplier and client communities - all of which enables him to provide guidance and support irrespective of sector and methodology.

Jean-Francois Damais

Ipsos

Global Chief Research Officer, Customer Experience

Jean-Francois is Global Chief Research Officer at Ipsos, for Customer Experience. He has 15+ years of experience in helping brands measure and manage customer relationships across a wide range of sectors and geographies. Jean-Francois has led the development and global roll-out of several innovative solutions in the CX area, authored several papers, and regularly speaks at conferences.

11:25 - 11:45

Main Stage

Driving Digital Customer Engagement: Real-World Personalisation That Works

Panel Discussion

Digital Powered Customer Engagement and Personalisation

AI is redefining what’s possible in customer engagement, enabling personalisation that’s faster, smarter, and more relevant than ever before. But real transformation goes beyond tools and platforms. It requires a clear strategy, a human-centred approach, and a culture that embraces experimentation. This session brings together senior leaders to share how they’re using AI to drive meaningful customer connections, while navigating the practical and ethical challenges that come with it.

What to expect:

Where AI is having the greatest impact on customer engagement
How to balance automation with authenticity and trust
Practical lessons from scaling AI-led personalisation across the organisation
How leadership teams can guide AI adoption with purpose and responsibility

Speaker:

Jenny Armstrong

Diageo

Global Connected Consumer Engagement Lead

Jenny is a digital transformation and marketing leader with 15+ years of global experience for brands like Guinness, Smirnoff, Johnnie Walker, and Jameson Irish Whiskey. She sits in Diageo’s Global Digital Transformation Team and leads first party data acquisition, owned channel activation and connected consumer experiences. She is passionate about delivering seamless and integrated experiences which build meaningful connections with consumers and increase the saliency of Diageo’s 200+ brands around the world.

11:50 - 12:10

Main Stage

Building Britain’s Most Recommended Bank: In Conversation with Claire Braines, Executive Director – Head of Banking Operations, JPMorgan Chase & Co.

Interview

Transforming Customer Contact

Join us for a candid interview with Claire Braines, the driving force behind Chase’s rapid rise in the UK banking sector. As Executive Director and Head of Banking Operations, Claire has overseen the bank’s journey from its UK launch to becoming Britain’s most recommended current account provider. She’ll reveal what it took to set up operations from scratch, the strategies for delivering industry-leading customer satisfaction, and how an unwavering focus on customer experience, digital innovation, and culture has made Chase UK a challenger and a leader. Discover practical leadership insights, stories of transformation, and future ambitions from one of the sector’s top operations executives.

Speaker:

Claire Braines

JPMorgan Chase & Co

Executive Director - Head of Banking Operations

Talented and experienced customer service professional with over 20 years in the financial sector, leading teams across telephony and digital channels in both UK and offshore operations.

12:30 - 12:50

Main Stage

Transforming Customer Contact for the Demands of Tomorrow

Panel Discussion

Transforming Customer Contact

Customer contact is no longer just a support function – it is a powerful engine for brand loyalty, insight and growth. As expectations rise and channels multiply, organisations must rethink the role of contact teams, ensuring they are fully aligned with wider CX and business strategy. This session explores how leading organisations are reimagining contact operations for the future – building flexibility, empowering frontline teams, and positioning the contact centre at the heart of the customer journey.

What to expect:

How to align contact strategy with broader customer and business goals
The evolving role of the contact centre in shaping customer experience
Building resilience and agility into contact operations
Supporting frontline teams to deliver empathetic, high-impact interactions

Speakers:

Andrew Pattie

Sprinklr

CX Solutions Director UKI & South Europe

With a decade of experience in CX and EX, Andrew specialises in Digital, AI, and CX Transformation. He’s delivered impactful solutions across Pre and Post-sales roles at high-growth companies like Content Guru, Freshworks, and Talkdesk. Now CX Solutions Director at Sprinklr, he drives platform adoption across Europe, helping public and private sector organisations reimagine customer experience. Known for his deep contact centre expertise and transformative thinking, Andrew is a passionate advocate for pushing CX boundaries.

Paul Pugal

FedEx

MD Customer Experience UK & Ireland

Operating at Director level across multiple industries including Financial Services, Media, Automotive, Insurance and Logistical businesses with a strong broad-based leadership background in Strategy, Operations, Change Management, Technology, IT, Marketing, Risk and Treasury. Analytically and conceptually able and capable of rapidly assimilating data from a wide variety of sources to create innovative and workable approaches, which maximise the profit of the business and provide added value to the customer base. A good communicator at all levels and across functions, with the capacity to deliver a dynamic, decisive, persuasive and challenging approach to work. Thrives on pressure and welcomes new challenges and can add significant value as a business leader from a commercial, operational and people domain.

12:50 - 14:05

Main Stage

Lunch & Networking

Break

14:05 - 14:25

Main Stage

RS Group Case Study: Mastering the Data-Driven Journey - Our Blueprint for Global Engagement

Case Study

Data & Insight

Hear from Nicki Young, Group Chief Customer Officer at RS Group, as he reveals how data sits at the core of delivering a unified customer experience to more than 1 million customers across 36 markets worldwide. Nicki will share how RS Group harnesses the power of a cutting-edge customer data platform for scalable customer activation, their unique ‘customer mastery’ approach, and how AI-driven insights are transforming the way they engage and serve their audience. This session offers practical tactics and strategic vision for leaders looking to embed data and AI into the fabric of their customer engagement strategies.

Speaker:

Nicki Young

RS Group

Chief Customer Officer

Nicki Young is the Chief Customer Experience Officer at RS Group, a FTSE-listed company, where he has played a pivotal role in driving digital transformation and customer-centric growth. Over his 10-year tenure, Nicki has held a variety of leadership roles across Digital, Marketing, and Technology, as well as serving as President of Okdo, RS Group’s IoT-focused subsidiary.

Under his leadership, RS Group has seen digital revenues grow from £700 million to over £1.8 billion—now accounting for 60% of the company’s total revenue.

As President of Okdo, Nicki helped scale the business to ~£100m with double digit operating profit within three years and secured strategic partnerships with major technology brands, including Nvidia, one of the largest AI company world. Prior to joining RS Group, Nicki was instrumental in launching BT Sport and revitalising BT’s handset strategy.

14:45 - 15:05

Main Stage

From Data to Action: Building a Truly Insight-Led Customer Strategy

Panel Discussion

Data & Insight

Data has never been more abundant – but turning it into meaningful insight and action remains a major challenge. To deliver personalised, timely and effective customer experiences, organisations must not only unify their data, but also build a culture where insight informs decisions at every level. This session explores how senior leaders are creating integrated, insight-led strategies that put the customer at the heart of business transformation.

What to expect:

How to use data and insight to drive personalised and relevant engagement
The cultural shift required to become a data-driven organisation
Overcoming the challenges of unifying customer data across siloes
What an insight-led strategy looks like – and how to build one that delivers value

Speaker:

Anna Wilcox

Bupa

Head of Customer Experience

Anna is an established customer experience and marketing professional with a proven track record of delivering excellent commercial performance over the 20 years of my career.
I started my career in marketing, planning and driving growth for large corporate organisations across industries such as health insurance, the motor trade, pharmacy and IT. Over the years my passion for marketing sparked an interest in customer behaviour and 6 years ago I moved into the Customer Experience profession.
I now head up the Customer Experience function at Bupa Insurance, aiming to be the world’s most customer centric healthcare organisation.
All helping to achieve our purpose of helping people live longer, healthier and happier lives and making a better world.

15:10 - 15:30

Main Stage

IKEA Case Study: Can We Fall in Love with a Brand? How AI is Rewriting Loyalty and Emotion

Case Study

Customer Loyalty & Retention

Speaker:

Martin Villanueva

IKEA

Global Customer Engagement Lead

Martin is a digital innovation leader with 20+ years of global experience driving customer engagement and loyalty for brands like McDonald’s, Nike, Adidas, and IKEA. Passionate about personalisation and emotional loyalty, he brings strategy and creativity together to build meaningful brand connections.

15:30 - 15:50

Main Stage

Clarity Environmental Case Study: Building an Award-Winning Customer Service Team

Case Study

Customer Loyalty & Retention

Clarity Environmental’s customer service team took home the ‘Best Customer Service Team’ honour at the 2024 Engage Awards, thanks to their exceptional commitment to putting clients first in every interaction. Serving organisations with complex environmental compliance needs, the team is recognised for dedicated support, fast response times, and a tailored, partnership-based approach to service.

This session shares the journey behind their award win: from a robust training programme and a culture of continuous improvement, to practical steps for empowering team members and delivering proactive, empathetic support. Gain valuable insights on how Clarity turns regulatory compliance into a positive experience—building trust, earning loyalty, and setting new standards for customer service excellence in their sector.

Speaker:

Natalie Rea

Clarity Environmental

Chief Executive Officer

Natalie joined Clarity in 2019 as a Strategic Consultant and Leadership Development Specialist working alongside directors to grow the business, develop the culture and provide continuous professional development for our leadership team.

Prior to joining Clarity and since the early stages of her career, Natalie set out to be a people expert, gaining CIPD qualification in HR Management as well as various leadership and coaching qualifications and accreditations. With at least 20 years of experience managing teams and many years working as a Leadership Expert assisting both SMEs and international blue chip organizations, Natalie has trained and developed over 2000 leaders and provided strategic coaching and consultancy to entrepreneurs and global leadership teams.

15:50 - 16:10

Main Stage

Redefining Loyalty: Creating Lasting Connections in a Changing Customer Landscape

Panel Discussion

Customer Loyalty & Retention

Customer loyalty is no longer just about repeat purchases or rewards programmes – it’s about building genuine, lasting relationships rooted in trust, relevance and emotional connection. As expectations shift and competition intensifies, organisations must rethink how they define, measure and invest in loyalty. This panel brings together senior leaders to explore how loyalty strategies are evolving, what it takes to build deeper brand connection, and where retention efforts should be focused in the years ahead.

What to expect:

How the definition of loyalty is changing – and what that means for CX strategy
Moving beyond rewards to build emotional and experiential loyalty
Balancing investment between acquisition and long-term retention
Future-facing ideas for building lasting brand relationships

Speakers:

Laura Godfrey

Ipsos

Head of Client Service Team, CX

Laura is the Head of Client Service for CX at Ipsos UK. With over 20 years’ experience, she leads a team that delivers cutting-edge research programmes, insights, analytics and professional services to brands across all industry verticals. Passionate about making a difference, Laura is committed to helping clients build stronger, more profitable relationships with their customers, through best practice programme design and delivery.

Elizabeth Ajala

Monzo Bank

Risk Director

Experienced in operations leadership, people management and delivering projects, within budget and on time. An exceptional track record of leading change, delivering strong business performance under pressure and balancing customer service, quality and budget requirements with business goals. Strong leadership of high performing, customer-focused, diverse and engaged teams. A strong understanding of various UK core financial products, legislation and regulatory processes. Extensive experience leveraging AI and automation technologies to enhance business process efficiency and customer service delivery. Strong experience with outsourcing, including contract review and performance management.

16:10 - 16:40

Main Stage

Coffee & Networking

Break

Take a well-deserved break and recharge with a cup of coffee (or something stronger - the bar is open!) while you connect with industry peers, speakers, and suppliers. With three exciting sessions still to come, this is your opportunity to refresh and reflect before diving back into a day full of inspiration and insights. And don’t forget - after these sessions, the Night Summit kicks off with complimentary drinks and a night of laughter with a world-class comedian known for their sharp wit and unforgettable storytelling.

16:40 - 17:00

Main Stage

NatWest Case Study: Our Purpose Led Transformation Journey

Case Study

Strategy & Leadership

Hear how NatWest is evolving from recovery to sustainable growth, while staying true to its purpose-led priorities:

Responding to External Challenges with resilience and clarity
Focusing on Purpose: climate, enterprise, and learning
Championing People, Businesses & Families, with a spotlight on support for families
Personalising the Customer Lifecycle across youth, affluent, mass market, and businesses
Leading Digitally – going where customers are and supporting their sustainable transition
Delivering Fair Outcomes in line with Consumer Duty, through deep customer understanding
Refreshing the Brand and building share of voice through diversity and inclusion

Top challenges:

Prioritisation
Privacy
Data

Speaker:

Kevin Murphy

Natwest Rooster Money – Youth and Families

Chief Operating Officer

Kevin Murphy now leads the NatWest RoosterMoney (NWRM) Chief operating Office, with the specific remit of translating the company vision into execution. This includes leading the Data, Risk, Programme Management and People functions within the organisation. NatWest Rooster Money is a kids' prepaid debit card and pocket money app which helps our youth and family customers build financial capability .and manage their money better. Kevin has also worked in Procurement for over 25 years spanning across many industries, such as

Electronics, Bio Tech, Engineering, NHS, Computing and Finance. He is passionate about ensuring NatWest play their role in supporting the UK in building financial confidence within our families and communities.

17:20 - 17:40

Main Stage

Strategy & Leadership in Focus: Embedding Customer-Centric Thinking Across the Business

Panel Discussion

Strategy & Leadership

Customer engagement is no longer confined to specific teams – it’s a leadership priority that touches every part of the organisation. But building a truly customer-first culture takes more than ambition; it requires the right behaviours, a long-term mindset, and the ability to balance innovation with consistency. In this session, senior leaders will explore how approaches to customer engagement are evolving at the top, what’s driving lasting change, and how leadership can steer transformation in a fast-moving world.

What to expect:

The leadership behaviours shaping customer-first organisations
What separates short-term fixes from lasting strategic change
Navigating innovation while maintaining service consistency
How customer engagement is evolving at the leadership level

17:40 - 19:00

Main Stage

The Night Summit

09:00 - 09:05

Future of The Contact Centre

Chair's Opening Remarks

Introduction

Enhancing Service Quality and Efficiency

Welcome to the Future of the Contact Centre stage, hosted by Nick Brice, CEO of Soul Corporations. With deep expertise in customer experience transformation and purposeful leadership, Nick sets the tone for a day exploring how contact centres are evolving into agile, human-centric hubs of value creation. Today’s sessions will unpack how organisations are blending digital innovation with empowered, emotionally intelligent teams to drive seamless engagement at scale. Guided by Nick’s thought leadership on culture and performance, we’ll uncover actionable strategies and inspiring stories that redefine what’s possible in customer contact for 2025 and beyond.

Speaker:

Nick Brice

Soul Corporations

CEO

I help leaders and teams unlock their potential by transforming communication, developing soulful leadership, and driving measurable organisational success. As the CEO of Soul Corporations and White Room Theatre/Bite-Size Plays™, I create innovative, engaging programmes and coaching with my Soul Corporations' associates that inspire individuals to thrive in today’s dynamic, AI-powered world.

With a certification in Neuroscience in Business Leadership from MIT Sloan School of Management and a background in psychology, theatre, and TV production, I bring a unique blend of science, creativity, and practicality to my work. My approach combines cutting-edge insights with real-world applications, delivering lasting behavioural change for leaders and teams.

09:05 - 09:25

Future of The Contact Centre

Setting the Benchmark: Inside the 2025 UK Contact Centre Decision-Makers’ Guide

Presentation

Enhancing Service Quality and Efficiency

Kick off the Future of the Contact Centre Stage with exclusive insights from Steve Morrell, Managing Director of ContactBabel, as he unveils the essential findings from the latest UK Contact Centre Decision-Makers’ Guide. Drawing on in-depth research with 228 UK organisations and over 1,000 consumers, this keynote shares a data-driven view of industry change: from the evolving role of AI and hybrid working, to why customer preference for live voice has resurged and what benchmarks define future-ready contact centres.

Steve will decode the key pain points, opportunities, and technology investment priorities shaping UK customer contact for 2025 and beyond. Discover how your organisation compares, where to focus for measurable improvement, and what’s next on the operational horizon - all backed by two decades of industry data and practical solutions for leaders driving contact centre strategy in a new era.

Speaker:

Steve Morrell

ContactBabel

Managing Director

ContactBabel offers a full service for the contact centre industry, providing leading market research and helping solution providers to reach their target market.

09:45 - 10:05

Future of The Contact Centre

Striking the Balance: Enhancing Service Quality and Efficiency in the Contact Centre

Panel Discussion

Enhancing Service Quality and Efficiency

Today’s contact centres are under increasing pressure to do more with less – all while delivering consistently high-quality service across every channel. As expectations rise and volumes grow, leaders must find smarter ways to improve both speed and experience. This session explores how organisations are using technology, automation and empowered frontline teams to enhance service delivery – without compromising on quality or human connection.

What to expect:

Practical strategies for improving quality without increasing cost
Where automation and AI can boost efficiency without losing the human touch
How contact centre teams are being enabled to deliver fast, effective and empathetic service
Balancing speed and experience to meet rising customer expectations

Speaker:

Jessica Ham

National Grid

Head of Customer Experience

Jessica Ham is an experienced Contact Centre leader, with experience leading digital change within a Customer Service environment as well as managing large operational teams through transformation. In 2023, she was awarded Highly Commended by the CCMA and also received the Gold Award from UKCCF for Head of Contact Centre. She has been a judge for the CCMA for both the UK and European Awards for the past 2 years.

10:05 - 10:45

Future of The Contact Centre

Coffee & Networking

Break

10:45 - 11:05

Future of The Contact Centre

Liverpool FC Case Study: Winning Leagues and Loyalty: How Liverpool FC Sets the Standard in Fan Experience

Case Study

Best Practices in Customer Service

In this case study, Jo Kirkham, Vice President of Fan Experience at Liverpool FC, shares the strategies behind transforming supporter service at one of the world’s most beloved and successful football clubs. Discover how Liverpool FC goes far beyond match-day, building lasting connections through innovative service design, proactive communication, and relentless attention to fan feedback. Learn how best practices in customer service - ooted in empathy, operational excellence, and digital transformation - enable Liverpool to deliver seamless, memorable experiences for millions of fans globally. Jo will reveal insights on listening to the “voice of the fan,” training empowered service teams, and embedding club values into every touchpoint, offering actionable lessons for any organisation striving for world-class customer engagement.

Speaker:

Jo Kirkham

Liverpool Football Club

Vice President of Fan Experience

Jo joined LFC in 2018 as Head of Fan Experience and swiftly moved on as Vice President of Fan Experience. Before joining LFC she worked at Marks and Spencer for 10 years.

11:05 - 11:25

Future of The Contact Centre

Time up for Offshoring? Why the CX Value Equation Is Changing – Fast!

Presentation

Best Practices in Customer Service

Forget what you thought you knew about offshoring. The rules are changing, with AI and automation already diminishing its competitive edge – and some of the smartest brands are already taking notice.

Our latest research shows that over a third (34%) of brands are eyeing a move back to the UK over the next 12 months; stacking on top of the 46% already operating at least part of their CX function here (40% exclusively). But here’s the kicker: an overwhelming 73% of brands say they’d deliver at least part of their CX at home, if cost wasn’t a factor. Why? Because local matters – from regulatory confidence to cultural fluency and emotional nuance.

In this no-holds barred session, we will explore why the future of contact centres is increasingly local, how technology is drastically closing the cost gap – and how this is only set to continue as it advances, and what it takes to embed AI in ways that deliver real value, not unwelcome disruption. You can expect provocative insights, grounded in data and real-world examples that show how tech used in the right way is reshaping UK-based CX delivery.

Speakers:

James Towner

ArvatoConnect

Chief Growth Officer

James Towner is a business growth leader with over 30 years’ experience delivering transformational value for clients across government, financial services, telecoms and utilities. As Chief Growth Officer at ArvatoConnect, he drives business growth and digital strategy, helping organisations navigate change and unlock new and future opportunities through innovation and partnership.

Previously, as Senior Vice President at a leading global services firm, he expanded the company across the UK and Europe in the energy and utility sector, focusing on data-driven and digital solutions. Earlier, as a Group Sales Director at a major outsourcing and professional services company, James established its sales presence in Germany, securing groundbreaking outsourcing partnerships.

Beyond his executive role, James is a Non-Executive Director at Oxford Direct Services (ODS), supporting its mission to deliver sustainable, customer-focused services for the local community. He has also served as a Trustee for local organisations including an Oxford-based theatre company and the Prospect Hospice in Swindon.

Mike Stewart

ArvatoConnect

Head of Digital Practice & AI

Mike Stewart leads the Digital Practice at ArvatoConnect, with a strong focus on blending technology with customer experience to deliver transformative digital solutions. With over 15 years’ experience in CX and digital transformation, he specialises in designing and delivering strategies that improve efficiency, drive engagement and create long-term value.

Mike has led major digital initiatives across the public and private sectors, from financial services and telecoms to government, always with a focus on outcome-first thinking. He is passionate about using AI, automation and intelligent platforms to power seamless, scalable service that meets the evolving and future needs of today’s users.

11:25 - 11:45

Future of The Contact Centre

Best Practice in Action: Enhancing Service in the Modern Contact Centre

Panel Discussion

Best Practices in Customer Service

Customer expectations are rising, and the role of the contact centre is expanding well beyond traditional support. To truly excel, organisations must focus on consistent service standards, proactive engagement, and empowering their frontline teams. This panel brings together customer service leaders to explore the habits, tools and cultural shifts that are driving service excellence across channels.

What to expect:

How contact centres are shifting from reactive to proactive service delivery
Practical ways to coach and support high-performing frontline teams
Using real-time insight to enhance service quality and responsiveness
Moving from transactions to long-term customer relationships

11:50 - 12:10

Future of The Contact Centre

HSBC Case Study: Social Media Transformation – Setting the Standard for Award-Winning Customer Engagement

Case Study

Multi-Channel Support Strategies

Discover how HSBC’s Social Media Lead, Hannah Ratcliffe-Barnes, transformed the bank’s digital presence into an industry benchmark for customer engagement. Learn how her team humanised HSBC’s brand across social platforms, built authentic connections, and delivered responsive, compliant campaigns at scale. Hannah shares practical insights on developing agile digital teams, aligning social with wider CX strategy, and creating targeted messaging that drives trust, satisfaction, and loyalty in diverse markets. Walk away with ideas to enhance your own social and digital engagement - whatever your sector.

Speaker:

Hannah Ratcliffe-Barnes

HSBC

Social Media Lead

I lead Social Media Servicing at HSBC UK, where I've spent the past two years transforming how we connect with customers in this space, to include Trustpilot, App reviews, X and Facebook. My background spans reputation management, communications, and customer experience with a keen focus on relationship building.

I'm passionate about authenticity - in leadership, communication, and in how we show up for customers.

12:30 - 12:50

Future of The Contact Centre

Mastering Multi-Channel Support: Building Seamless, Scalable Customer Journeys

Panel Discussion

Multi-Channel Support Strategies

As customer expectations evolve, delivering fast, seamless service across multiple channels has become essential – but far from simple. From integrating automation to aligning internal teams, organisations are facing increasing complexity behind the scenes. This panel explores how leaders are designing smarter, more connected support journeys, balancing efficiency with personalisation, and measuring success across an ever-expanding channel mix.

What to expect:

What really matters when designing multi-channel support experiences
How teams are managing complexity and internal coordination
Balancing automation and human service in the right moments
Metrics that move beyond channel performance to overall journey success

Speaker:

Joseph Carter-Bell

The Pools

Director of Customer Success & Operations

Ambitious, self-driven compliance and multi-channel customer service transformer. Delivering high levels of customer satisfaction and risk management using a data-driven approach to innovative and deliver transformational change projects. An experienced and effective People manager with the ability to create high performing teams through effective people management, coaching and onboarding.

12:50 - 14:05

Future of The Contact Centre

Lunch & Networking

Break

14:05 - 14:25

Future of The Contact Centre

NewDay Case Study: Empowering Colleagues Through Technology

Case Study

Using Technology for Service Improvement

Speaker:

Francesca Rea

NewDay

Director of Contact Centre and Client Delivery

May 2014, Francesca joined NewDay where she is the Director of Contact Centre & Service Delivery. As a member of the Senior Leadership team Fran directs the omni-channel servicing strategy across E servicing, Mobile App, Digital Messaging, Call centre and Complaints. Fran also provides insight back into the business which supports improvements in CX. Fran previously worked at GE Capital, Axa Life, Telefonica O2, Cable & Wireless Worldwide and BT and as an experienced Leader, has led successful transformations and created award winning customer service transformations and experiences.

14:25 - 14:45

Future of The Contact Centre

Skepticism to Scale: How Contact Centres Are Adopting Ai Today

Presentation

Using Technology for Service Improvement

Speaker:

14:45 - 15:05

Future of The Contact Centre

Smarter Tech, Better Service: Delivering Real Impact in the Contact Centre

Panel Discussion

Using Technology for Service Improvement

From automation to analytics, the contact centre is often where service technologies are first put to the test – and where their impact is most visible. But with increasing pressure to improve efficiency and experience, not all tools deliver lasting value. This session explores how contact centres are using technology to enhance service without adding complexity, the challenges of implementation, and how integration plays a vital role in turning tech investment into measurable improvement.

What to expect:

How contact centres are using technology to improve service and simplify the customer journey
Common challenges when rolling out new tools – and how to overcome them
What drives long-term value from service technology in real-world settings
The role of integration in maximising the impact of your tech stack

Speakers:

Bogdan Grigorescu

Direct Line Group

Senior Technical Lead

Technologist with extensive experience across industries.

Bogdan has led specialist teams in implementing automation through AI at scale, delivering and operating enterprise platforms across geographies.

He has a track record in achieving superior customer experiences and delivering significant cost efficiencies by leveraging AI and machine learning technologies worldwide.

Bogdan is also a speaker at global conferences on AI, data privacy, counter-intelligence and security.

Background in electronics and telecommunication engineering.

Aida Mutapcic

KFC

Customer Recovery Manager

With over 15 years of experience in customer service and operational excellence, Aida brings a proven track record of managing and nurturing high-performing teams within the hospitality sector. In her current role as Customer Recovery Manager at KFC UK & Ireland, she leads initiatives focused on customer recovery, satisfaction, and loyalty-turning challenging situations into positive experiences. Aida’s leadership style emphasizes empathy, data‑driven decision-making, and continuous learning, ensuring consistent enhancements in both service quality and team performance.

Throughout her career, Aida has championed transformation and resilience, as shown by her success in developing recovery strategies that balance customer expectations and brand standards.

James Mackay

RASA

Regional Sales Manager EMEA

James Mackay is an enterprise sales leader with over a decade of experience driving growth for high-impact software companies across EMEA. As EMEA Sales Manager at Rasa, James helps leading organizations adopt scalable, secure conversational AI. His background spans roles at Akamai, Delphix, and Nitro, where he specialized in strategic partnerships and enterprise sales.

15:10 - 15:30

Future of The Contact Centre

NHS Shared Services Case Study: Proactive Customer Service Strategies – Delivering Excellence at Scale

Case Study

Proactive Customer Service Strategies

Discover how NHS Shared Business Services transformed its customer support centre into a standout example of proactive, people-first service. Managing half a million enquiries a year and resolving 95% at first contact, NHS SBS excels through fast response times, advanced staff training, and a culture of continuous improvement. Learn practical approaches for operational efficiency, employee engagement, and customer satisfaction that turn back-office support into a strategic advantage for NHS organisations.

Speaker:

John Murphy

NHS Shared Business Services

Head of Customer Excellence

John is currently Head of Customer Experience with NHS SBS a joint venture shared service operation between the NHS and Sopra Steria.

In this role Joh has transformed the delivery of the customer experience centre initially through people and process management and through the implementation of a new technology platform designed by users for users., with some amazing results.

John has a strong background in setting up and managing multi disciplined shared service centres with Yorkshire Water (Kelda Group) and First Group the Bus and Rail operator. His visionary and agile approach to transformation has resulted in high impact low-cost delivery with high levels of internal and external customer satisfaction.

In the twilight years of his career is focus is on developing his team to embrace the opportunity that AI will have for customer service and shared services.
His legacy …. Agent Murphy as our 1st Bot.

15:30 - 15:50

Future of The Contact Centre

Future of Customer Service: AI + Knowledge Management

Presentation

Proactive Customer Service Strategies

Damien Popote (CEO) & Hugo Ramadier (Heed of UK) at Mayday, dive into the future of CX: and the indispensable synergy between AI and knowledge management.

Discover why these solutions are now mission critical: knowledge management acts as a trusted foundation, while AI powers rapid knowledge generation, verification, and access.

They will share how this powerful combination elevates support teams, enhances customer satisfaction, and redefines industry standards. Join us to explore cutting-edge strategies that harness this dynamic duo to deliver reliable, seamless, and efficient customer interactions, positioning your service at the forefront of innovation.

Key takeaways:

Knowledge management is a unique source of trust for AI: a strong, well-managed knowledge base is the “single source of truth” that empowers AI to deliver accurate and reliable responses.
AI is an enabler for knowledge management: AI can gather, verify, and distribute knowledge instantly, enabling faster and more precise customer interactions.
The future of customer service should find the right combo between those two: effective customer service today requires both AI and knowledge management, with each enhancing the other’s capabilities.

Speaker:

Damien Popote

Mayday

CEO & Co-Founder

Damien Popote is the CEO and co-founder of Mayday, the leading AI-powered Knowledge Empowerment platform in Europe. A visionary entrepreneur, Damien’s passion for customer experience began early, while working in a banking call center during his studies. This formative experience sparked a conviction: customer service deserved a better future. Driven to make a difference, he pursued entrepreneurship studies at HEC Paris and UC Berkeley, in the heart of Silicon Valley, to deepen his expertise at the crossroads of technology and customer relations. In 2019, guided by a clear mission, Damien co-founded Mayday with two partners. Since then, they have been transforming how customer service teams operate-empowering agents through knowledge to become more efficient, autonomous, and impactful. Six years later, Mayday has become the leading European AI knowledge base solution, used by tens of thousands of users every day.

15:50 - 16:10

Future of The Contact Centre

Proactive by Design: Rethinking Customer Service in a Predictive World

Panel Discussion

Proactive Customer Service Strategies

Customer service is no longer just about solving problems — it’s about preventing them. As expectations grow, leading contact centres are shifting from reactive models to proactive strategies that reduce effort, build trust and deliver greater value. This session brings together senior leaders to explore how data, automation and mindset shifts are helping teams stay ahead of customer needs and deliver support before it's even asked for.

What to expect:

What proactive customer service looks like in modern contact centres
How to anticipate needs and act early to prevent service issues
The role of insight, AI and automation in enabling proactive engagement
Understanding the limits – and opportunities – of predictive service strategies

16:10 - 16:40

Future of The Contact Centre

Coffee & Networking

Break

17:00 - 17:20

Future of The Contact Centre

London Borough of Barking and Dagenham Case Study: A New Era of Contact Centres Is Here. Will You Seize the Opportunity or Miss the Moment?

Case Study

Employee Training and Motivation in Customer Service

Speaker:

Sabina Onwuka

London Borough of Barking and Dagenham

Head of Customer Services

Sabina Onwuka is an award winner in Customer Experience and Innovation. She is also a champion of Customer & Colleague Experience. A passionate & knowledgeable Public Speaker she engages and inspires audiences with a dynamic approach tailored to their specific needs. A Coach, a Mentor and Leader with a genuine desire to support young leaders to be a better version of themselves for tomorrow's world. Sabina teaches how to foster team spirit, resilience, team motivation and confidence. She demonstrates how to create a safe place for people to express their concerns in any workplace situation, which is more important than ever. Sabina sits on the Standard Advisory Board of the Contact Centre Management Association, is a Chair of governors at her local primary school and Heads the Customer Services department at The London Borough of Barking & Dagenham.

17:20 - 17:40

Future of The Contact Centre

Investing from Within: Training, Culture and Motivation in the Modern Contact Centre

Panel Discussion

Employee Training and Motivation in Customer Service

Behind every great customer experience is a well-equipped, motivated team. As service demands evolve, so too must the ways organisations train, support and inspire their frontline staff. This session explores how leading contact centres are building strong service cultures from the inside out, from tackling training barriers to creating ongoing development journeys and recognising great performance in meaningful ways.

What to expect:

How to build a service-driven culture that drives performance and pride
Common barriers to effective training – and how to overcome them
Strategies for turning onboarding into continuous learning
Motivating teams through recognition, reward and a sense of purpose

17:40 - 19:00

Future of The Contact Centre

The Night Summit

09:00 - 09:05

Customer Contact

Chair's Opening Remarks

Introduction

AI-powered Customer Interactions

Welcome to the Customer Contact stage, hosted by Brandie Deignan, CEO at Pier Healthcare. Drawing on 20 years of leadership in consumer service across hospitality, retail, aviation, and now primary care, Brandie brings a unique, sector-agnostic perspective on customer contact excellence. Guided by Brandie’s passion for inclusive leadership and operational excellence, we’ll delve into the latest trends: leveraging AI and cloud solutions, empowering frontline teams, and designing omnichannel customer journeys that deliver both efficiency and human connection. Get ready for practical insights and fresh thinking to reimagine the future of customer contact for your organisation.

Speaker:

Brandie Deignan

Pier Health Group

Chief Executive Officer

In early 2021 Brandie joined primary care within NHS in general practice as Chief Executive Officer. Prior to this role, Brandie was Managing Director at Marco Pierre White Restaurants, cementing her c20 years’ experience in the consumer service delivery industry across hospitality, retail and aviation. Before her MD role, Brandie held senior leadership positions at British Airways Plc, Tesco Plc, Whitbread, Travelodge and Hilton Hotels, where she started her career as a graduate trainee and worked her way up.

A true trailblazer, Brandie was the first female MD to hold her MD role at MPW Restaurants. As of 2020, Brandie was the first black female MD within branded restaurant groups in the UK. Brandie was recently named as one of the top 15 BAME high fliers in travel and tourism industry, and was a finalist at the Black British Business Awards, Senior Leader, Consumer and Luxury 2020. Brandie was recently voted No 41 of the Top 50 listening leaders and also nominated in the National Diversity Awards for positive role model, gender diversity.

09:05 - 09:25

Customer Contact

UK Customer Satisfaction: Shaping the Future with Evidence, Empathy, and Impact

Presentation

AI-powered Customer Interactions

Jo Causon, CEO of the Institute of Customer Service, will present the latest insights from the UK Customer Satisfaction Index (UKCSI), sharing national trends and the operational strategies behind rising satisfaction levels across nearly 300 leading organisations. From the growing importance of first-contact resolution and frontline empathy to the proven impact of service excellence on loyalty and commercial performance, Jo will highlight why satisfaction has never mattered more—and how leaders can use this evidence to set new benchmarks, inspire teams, and drive sustainable growth in a fast-evolving, customer-driven world.

Speaker:

Jo Causon

Institute of Customer Service

CEO

Jo Causon is CEO of The Institute of Customer Service, the UK’s independent professional customer service body, helping organisations across all sectors improve their performance by enhancing their customer experience.

Jo joined The Institute as Chief Executive in 2009. Since then, she has driven membership growth and established the UK Customer Satisfaction Index as the country’s most trusted indicator of consumer satisfaction.

Working across the public, private and voluntary sectors, Jo provides strategic advice to boardrooms to raise the standards of service across the UK, providing evidence of the connection between customer satisfaction and operational efficiency and profitability.

A regular media commentator and prominent keynote speaker, Jo is frequently asked to provide commentary for national and broadcast media, in addition to numerous podcasts and member Board sessions.

Working with politicians, regulators, and senior officials, Jo focuses on the impact that service has on the UK economy and productivity, helping shape policy. Through her work establishing and overseeing the All-Party Parliamentary Group on Customer Service, she raises awareness and understanding of customer service amongst parliamentarians, establishing a dialogue between Government and business.

She brings a wealth of experience from the commercial sector, holding Director roles in financial services, brand, and business consulting, as well as policy development and research for City & Guilds and The Chartered Management Institute.

09:25 - 09:45

Customer Contact

Not Just a Pilot: How an Insurance Company Went Live, Scaled, and Changed the Customer Experience With AI Agents

Presentation

AI-powered Customer Interactions

Join Marshmallow CTO Xeno Papadopoulos and Sierra’s Head of Partnerships, Logan Randolph, for a candid fireside chat on how Marshmallow, a fast-growing UK insurer, built an AI agent that’s redefining what trusted, human customer support looks like in a regulated market.

You’ll hear how their team launched “Marsha”, an AI agent that now supports over 200,000 customers, many of whom are new to the UK, delivering fast, multilingual support across complex policy updates, renewals, and price quotes.

Attendees will walk away with actionable insights on how to:

- How to use AI to drive customer experience and grow your business
- How to scale an AI agent across channels, brands, and multilingual audiences
- Key lessons from Marshmallow’s AI journey

Discover how Marshmallow’s team went from rigid, rules-based flows to real-time, AI-powered interactions while keeping customer trust, brand tone, and operational control at the center. Whether you’re piloting your first use case or ready to scale, this session offers a grounded, practical look at what it takes to make AI work in the real world.

Speakers:

Logan Randolph

Sierra

Head of Partnerships

Logan Randolph started his career as a mountaineering guide and ski patroller before moving into tech. Over the past decade, he’s built and scaled products at his own startup, Quip (acquired by Salesforce), at Salesforce, and now at Sierra, where he helps customers like SiriusXM, Sonos, and WeightWatchers deploy AI agents.

David Goaté

Marshmallow

CTO

Technology leader with executive experience and over 15 years of technology leadership in high‑growth scaling businesses.

- Co-founded and grew a fintech which has raised $100M's to over a $2Bn valuation, serving over 1M customers and generating hundreds of millions in annual revenue profitably.

- Strategic technology leadership: As CTO I led a 60+ person cross-functional organisation of Product Engineers, Data Engineering, Data Science, Platform & Infrastructure, InfoSec & IT.

- As Chief Architect I'm leading efforts to diversify Marshmallow's product offering, enabling us to successfully bring new products to market, establish PMF and scale these businesses in a systematised way.

- Operational excellence: Under my leadership, my teams build cloud‑native business critical systems with high reliability, delivering quality at pace.

- Commercial impact: Built real‑time pricing and embedded‑insurance systems which have generated hundreds of millions of pounds of revenue profitably.

- Leadership ethos: bringing commercial vision to life through technology, building highly engaged and motivated multi disciplinary technology teams. Empowering teams to deliver with high ownership and accountability in high trust and a high performing environment. These results have been proven out through high retention and developer experience surveys.

09:45 - 10:05

Customer Contact

Right Moment, Right Response: Delivering Real-Time Adaptive Support at Scale

Panel Discussion

AI-powered Customer Interactions

As customer expectations rise, delivering responsive, in the moment support is no longer a nice to have, it is essential. Today’s leading contact centres are combining human judgement with automation and insight to personalise service in real time, across channels and at scale. In this session, leaders will explore how to equip agents with the tools and autonomy to respond in the moment, where AI can support adaptability, and how to measure the true impact of real time support on customer outcomes.

What to expect:

Supporting agents to respond to changing customer context during live interactions
How AI and automation are enabling adaptive service — and where human input matters most
The challenges and opportunities in scaling personalised, real time support
How to track and prove the impact of real time responsiveness on service outcomes

Speaker:

Vishal Kapoor

Sendbird

Head of Growth

Vishal leads the growth of Sendbird’s AI portfolio in Europe, helping enterprises adopt proactive, omnipresent customer support AI agents that work seamlessly across channels. His work enables large organisations to modernise support operations, improve customer experience, and drive efficiency at scale. Previously head of commercial for EMEA and APAC, he’s focused throughout his career on aligning technology with business outcomes across cultures and markets.

10:05 - 10:45

Customer Contact

Coffee & Networking

Break

10:45 - 11:05

Customer Contact

West Sussex County Council Case Study: Empowering the Front Line – Transforming Customer Experience Through Co-Creation With the People Closest to the Customer

Case Study

Real-Time Adaptive Customer Support

As customer experience professionals, we stand at the edge of a transformative era. The rise of AI and digital assistance is reshaping how we serve our customers, reducing demand on traditional channels while raising expectations for seamless, human-centred service.

At West Sussex County Council, we’ve embraced this shift by deploying technology into our Customer Service Centre, which supports 23 diverse services. But technology alone isn’t the answer. Our success has come from a relentless focus on our people, both our customers and our front-line teams.

In this session, I’ll share how we empowered our front-line staff to lead change, using the Blue Badge service as a case study. Faced with rising demand, fragmented processes, and growing customer dissatisfaction, we brought together a service which was spread across three Directorates into the Customer Service Centre, a centralised service model. The result? A 66% reduction in processing costs, a 50% faster turnaround for customers, and an 80% drop in complaints, all while processing 12% more applications.

This transformation was co-created with the people closest to the customer. Join me to explore how continuous improvement, cross-functional collaboration, and a deep respect for front-line insight can unlock extraordinary results in even the most complex public service environments.

Speakers:

Julie Rendle-Eames

West Sussex County Council

Head of Customer Experience

As Head of Customer Experience, I am responsible for the modernising of customer service delivery across West Sussex County Council Customer Service Centre, aligning with our Digital Strategy to enhance accessibility, efficiency, and satisfaction for customers.

My focus is on blending digital innovation with operational excellence to improve both customer and employee experiences. I oversee the deployment of AI-driven voice and text bots within our Customer Service Centre, which serves as the front door for 23 council services, this is integrated with our corporate website to drive effective channel shift and self-service.

Following the insourcing from Capita, I led a cultural transformation, aligning the team with industry standards. This resulted in:

80%+ first-contact resolution
90%+ customer satisfaction
30% average reduction in operating costs for centralised services
61% cost reduction in Blue Badge application processing post-modernisation

I champion a strategy of “deepening the front door”, centralising customer demand into the Contact Centre to better manage data,

demand, and performance, modernising processes and equip multi-skilled officers.

Looking ahead to 2025, I am committed to managing change that supports both customer satisfaction and employee growth, using data and insight to continuously evolve our services.

Laura Franklin

West Sussex County Council

Customer Service Centre Manager

My role of a strategic leader in local government is dedicated to transforming the customer experience through innovation, empathy and operational excellence. Within the organisation I am responsible for the Blue Badge Service, our corporate Receptions and the Customer Service Centre.

With a proven track record in public sector service delivery, I have led major initiatives to redesign the customer journey—making services more accessible, responsive, and inclusive for our customers, achieving a 61% operational cost reduction to the organisation all by empowering our people. Following the insource of services into Customer Experience, I led a people-centred transformation—rebuilding team culture, strengthening engagement, and aligning our ways of working with industry best practices resulting in fully integrated, cohesive services and a 90%+ rate of customer satisfaction.

Recognising the evolving needs of digital innovation, I am strategically leading on the implementation of digital channels at our front door. Looking at AI and digital technologies to streamline processes both for our staff and customers, personalise engagement, and enhance service outcomes. My focus is to bridge the gap between traditional public service values and utilise the opportunities of digital innovation whist ensuring that technology serves people, not the other way around.

11:25 - 11:45

Customer Contact

Smart Support: Making AI & the Human Touch Work for Genuine Customer Interactions

Panel Discussion

Real-Time Adaptive Customer Support

AI is transforming customer contact—enabling faster responses, smarter routing, and more personalised support. But to deliver real value, it’s not just about adopting new tools; it’s about knowing where AI fits, how it works alongside human agents, and how to maintain trust, empathy and brand consistency at every touchpoint. In this session, leaders will explore where AI is delivering strong returns, how to design seamless AI–human handovers, and how to ensure people still play a vital role in creating meaningful customer experiences.

What to expect:

Choosing where AI adds value—and where the human touch still matters most
Designing smooth, joined-up transitions between AI and human agents
Ensuring both AI and human service reflect brand values and tone of voice
Where ROI is strongest—and where AI is still finding its place

Speaker:

Baidurjya DasChaudhuri

Ada

Managing Director, EMEA

Baidurjya leads Ada’s strategic operations across EMEA, partnering with enterprise organizations to reimagine and elevate customer experience through AI-powered automation. With deep expertise in scaling tech-driven customer service solutions, he is committed to helping businesses unlock value and drive innovation in their customer care strategies. Based in the UK, Baidurjya's passion lies in harnessing cutting-edge AI to transform how organizations engage with their customers—delivering support that is not only efficient, but deeply human-centric.

11:50 - 12:10

Customer Contact

Santander Case Study: Digital-First Engagement Strategies – Driving Service Innovation

Case Study

Digital-First Engagement Strategies

Explore how Santander is reshaping customer engagement through a digital-first approach in this case study led by Pete Staffell, Head of Service Design. See how Santander streamlines service delivery, empowers customers with intuitive digital journeys, and leverages advanced technologies to anticipate needs and solve problems at scale. Pete will share practical insights on designing seamless experiences, building strong cross-functional collaboration, and balancing automation with the human touch. Gain actionable strategies to help your organisation create flexible, user-driven service models that enhance satisfaction, loyalty, and efficiency in today’s environment.

Speaker:

Pete Staffell

Santander UK

Head of Service Design

Pete is a Service and Product Designer, leader and strategist with 14 years experience. He’s stopped scams, made house buyers happy, made tech governance slicker and helped dementia sufferers get help quicker. An accredited behavioural designer, Pete uses psychology to design product and service features where users and firms both win. Pete is also a writer, speaker, coach and trainer.

12:30 - 12:50

Customer Contact

Redefining Digital-First: Balancing Convenience, Personalisation and the Human Touch

Panel Discussion

Digital-First Engagement Strategies

As digital becomes the default for customer engagement, the challenge is no longer simply offering more channels, it's about making those experiences smarter, more intuitive, and more human. This session explores how organisations are designing digital-first journeys that reduce friction, respond to real needs, and evolve based on insight and feedback. We'll also look at how to keep human support accessible and impactful in a world where digital often comes first.

What to expect:

Strategies for building digital journeys that reduce effort and increase satisfaction
The role of data and personalisation in shaping relevant digital engagement
How customer feedback is being used to improve digital experiences
Ensuring human support complements, rather than competes with, digital-first service

Speaker:

Adam Flitton

Allianz

Principal Behavioural Scientist

Adam Flitton is a Principal Behavioural Economist at Allianz, drawing on extensive experience in behavioural science and talent acquisition. He holds a PhD in Evolutionary and Experimental Psychology from the University of Exeter. Adam has led behavioural science initiatives in both finance and communications, earning multiple industry awards. His expertise combines data-driven insights, academic research, and practical recruitment skills in organisational development.

12:50 - 14:05

Customer Contact

Lunch & Networking

Break

14:05 - 14:25

Customer Contact

Migrating from Telephony to Chat: Lloyds Banking Group’s Messaging CX Transformation

Case Study

Seamless Omnichannel Experience Delivery

An inside look at Lloyds Banking Group’s bold shift from a telephony-first model during COVID to a Mobile First, messaging-led strategy. Discover how the bank validated the value of messaging, reduced call volumes through bespoke journeys, and elevated customer experience with a new strategy built on ease, empathy, resolution, and intent recognition. With a new app and rising satisfaction, this session will explore how Lloyds is designing seamless, AI-powered journeys for customers and colleagues—now and into 2026.

Speaker:

Sam Holley

Lloyds Banking Group

Senior Messaging Experience & Performance Manager

Enjoying my time running the Conversational Banking Experience and Performance team in Lloyds Banking Group.

I have always been passionate about transforming customer experience and improving how customers interact with financial services.

A strong track record of managing large, high-performing teams, I specialise in delivering exceptional customer experiences balancing operational excellence with a human touch.

My current focus is on using our AI-driven platform and digital tools to create seamless, intuitive, and personalised banking journeys. Championing and empowering customers and colleagues!

14:45 - 15:05

Customer Contact

From Channels to Journeys: Delivering a Truly Seamless Omnichannel Experience

Panel Discussion

Seamless Omnichannel Experience Delivery

Customers do not think in channels, they think in outcomes. Yet many contact strategies still treat each channel in isolation, leading to repetition, frustration and inconsistency. In this session, leaders will explore how teams are making the shift from multichannel to truly omnichannel delivery.

What to expect:

Key operational shifts that support true omnichannel service
The importance of data integration in connected customer contact
Reducing repetition and friction as customers move between channels
Balancing consistency with the flexibility different channels demand

Speaker:

Khaled Miah

Zoho

Regional Account Manager

Senior business development and sales leader with over two decades of experience driving growth across global technology and consulting firms. Proven track record in leading high-performing teams, securing strategic enterprise accounts, and delivering scalable solutions across financial services, compliance, SaaS, and data management sectors. Demonstrated success in roles at Zoho, Solidatus, Corporater, Verint, BT, and Accenture, with deep expertise in go-to-market strategy, account management, and deal execution. Adept at navigating complex stakeholder environments. Known for strong leadership, commercial acumen, and a consultative approach.Holds an MBA from London Business School and an undergraduate degree from the University of St Andrews.

15:10 - 15:30

Customer Contact

Financial Times Case Study: Transforming Customer Care with AI and Automation – A Journey of Innovation and Impact

Case Study

Automated Cross-Channel Engagement

Join Emma Newell, Head of Operations, Customer Care at the Financial Times, as she shares the inside story of a transformative project that is setting new benchmarks for customer care. Discover how the FT introduced agent-facing AI, launched a new online contact channel, replatformed live chat, and rolled out an intelligent chatbot - all while securing investment and exceeding initial business goals. Emma will reveal the approach that made this transformation possible, the business case for change, and early results that are reaching far beyond expectations. This pragmatic session is rich with lessons on building the case for innovation, managing complex implementation, and unlocking value for both customers and care teams in a fast-changing environme

15:50 - 16:10

Customer Contact

Automation in Action: Building Intelligent, Connected Customer Journeys

Panel Discussion

Automated Cross-Channel Engagement

Automation is reshaping the way organisations engage with customers — but true impact comes from more than just efficiency. As journeys span multiple touchpoints, the challenge lies in designing automated experiences that are consistent, responsive and respectful of customer choice. In this session, contact leaders explore how to connect the dots across channels, use behaviour-driven insight to shape engagement, and strike the right balance between proactive service and personal control.

What to expect:

What effective cross-channel automation looks like in real world settings
Using automation to ensure consistent next steps and follow-up across platforms
How customer behaviour and preference inform automation design
Balancing proactive outreach with respect for customer control and channel choice

Speaker:

Daniel Bakh

Fullview

CEO & Co-Founder

Daniel’s passion for customer satisfaction was shaped early on through hands-on experience in customer-facing roles. This foundation sparked his drive to build something better which is why he founded Fullview as a CEO and Co-founder. With a deep belief that AI can radically transform how companies support their users, Daniel is focused on building technology that doesn’t just automate, but truly enhances the customer experience and satisfaction. He’s passionate about solving real-world problems for customer support and success teams by turning friction points into AI-driven solutions that scale. A relentless builder and trusted sparring partner, Daniel brings sharp thinking and hands-on energy every day to shaping Fullview’s vision for AI first in support.

16:10 - 16:40

Customer Contact

Coffee & Networking

Break

16:40 - 17:00

Customer Contact

Intelligent Connections: Vanguard & Invoca's Blueprint for High-Value Customer Engagement

Presentation

Virtual Assistance and Technology Integration

In today's complex digital landscape, understanding and optimising every customer interaction is paramount. Join Vanguard, a leading investment management company, and Invoca, the leader in conversation intelligence, as they share their innovative approach to transforming customer journeys in the UK. This session will reveal how Vanguard is leveraging Invoca's powerful analytics to intelligently segment and route calls, effectively reducing "low/no value" call volumes by guiding customers to efficient digital self-service options. Discover how they are planning to enhance the customer experience for "high-value" callers by ensuring they connect with the right experts, faster. Learn practical strategies for improving operational efficiency, boosting digital adoption, and delivering a superior, personalised customer experience that drives both business value and customer loyalty.

Speakers:

Tom Miller

Invoca

Senior Director, Customer Success

Tom Miller is the Senior Director of Customer Success at Invoca, helping brands optimise how they acquire and engage customers. With over 15 years of SaaS leadership experience, he works with organisations to bridge digital and offline experiences - unlocking insights from customer conversations to enhance business performance, elevate customer experience, and deliver measurable, revenue-driving impact across every stage of the customer journey.

Josh Lambert

Vanguard

Product Lead

Joshua Lambert is a Product Lead at Vanguard and has a proven track record of driving digital innovation and strategy for the financial services industry. He specialises in product and proposition development, channel management, and embedding the product operating model, all in service of delivering world-class client experiences to new and existing clients. Before joining Vanguard, Joshua spent over eight years at HSBC.

17:00 - 17:20

Customer Contact

Landmark Information Group Case Study: When Tech and Service Align for Success

Case Study

Virtual Assistance and Technology Integration

Speaker:

Helen Luty

Landmark Information Group

Head of Customer Experience

Helen has over 20 years of Customer Service Leadership experience across a variety of B2B and B2C businesses. As Head of Customer Experience for Landmark Information Group, Helen covers service, support and success across a variety of Landmark brands, building and improving processes to ensure Landmark are easy to do business with, that focus on positive outcomes, that seek and learn from feedback and that look to the ever-evolving
needs of customers.

Helen’s passion for making a difference, cascades throughout the CX Teams and has resulted in high engagement scores and as we all know…engaged and happy teams mean engaged and happy customers.

Helen has been named in the CXM Stars Top 25 Professionals 2024 and 2025, Was awarded CX Professional of the Year at the UKCXA23, Customer Service Professional at the UK Customer Satisfaction Awards 2023 and her team won Best B2B Customer Experience at UKCXA24 and Best Use of Customer Insight at the Engage Awards 2024.

17:20 - 17:40

Customer Contact

Smarter Support: The Role of Virtual Assistants and Technology Integration in Modern Service

Panel Discussion

Virtual Assistance and Technology Integration

Virtual assistants are becoming an integral part of customer contact — but their true value depends on where and how they are deployed. From selecting the right use cases to tracking real impact, contact leaders must balance innovation with integration. In this session, we explore how virtual assistants are evolving with generative AI, what makes them effective in real-world service environments, and how technology integration supports broader customer and operational goals.

What to expect:

Choosing the right tasks and journeys for virtual assistant automation
How generative AI is reshaping virtual assistants and customer interactions
The metrics that matter when measuring assistant performance
Aligning tech integration with customer experience and business priorities

Speaker:

Tim Smee

NFON

Senior Product Manager

As a strategic Product Manager at NFON, Tim Smee’s focus is on delivering seamless, customer-centric communications experiences that scale from core voice services to innovative capabilities like compliance-grade call recording and real-time insights. With a data-driven mindset and a passion for outcome-based marketing, Tim translates complex technical solutions into compelling, value-led narratives that drive adoption and create measurable business impact. Currently, Tim is leading the rollout of NFON’s AI platform in the UK introducing next-gen Chat and Voice BOTs powered by large language models. These solutions are transforming customer experience by enabling organisations to operate 24/7, automate key interactions, and do more with fewer resources. With a proven track record of aligning stakeholders, engaging partners, and delivering go-to-market strategies that resonate, Tim is deeply focused on shaping the future of business communications through AI and elevating every customer interaction.

17:40 - 19:00

Customer Contact

The Night Summit

09:00 - 09:05

Customer Experience Management

Chair's Opening Remarks

Introduction

The Role of CX Management in Engagement

Welcome to the CX Management stage, hosted by Brian Manusama, Executive Partner at Actionary. With a distinguished background as a Gartner analyst, successful tech entrepreneur, and Chief Strategy Officer for leading digital companies, Brian stands at the forefront of customer experience innovation. Guided by his expertise in leveraging AI, data-driven strategy, and digital transformation, today’s sessions will explore how next-generation CX management delivers impact at scale. Under Brian's guidance, we’ll dive into practical strategies for breaking silos, embedding customer-centric thinking, and aligning technology with business goals - empowering your teams to deliver consistent, proactive, and measurable value throughout the customer journey.

Speaker:

Brian Manusama

Actionary

Executive Partner

Throughout my career, I have been at the forefront of delivering impact at scale, leveraging cutting-edge technology to resolve today’s business challenges and prepare for tomorrow’s Environmental, Social and Governance (ESG) challenges. My passion for customer engagement, digital business, artificial intelligence and customer experience focused leadership have been a consistent theme in my career.

09:05 - 09:25

Customer Experience Management

Framing Societal Trends Through the Lens of Customer Experience

Presentation

The Role of CX Management in Engagement

Speaker:

Leigh Hopwood

CCMA

CEO

Leigh is the CEO at the CCMA (Call Centre Management Association), an organisation dedicated to supporting contact centre professionals through networking, learning, and celebrating industry talent. Since joining the CCMA as Marketing Strategy and Brand Director in 2013 she has helped build the business into the UK’s largest community of contact centre professionals. Since taking over as CEO in 2020, the resources available to members has grown significantly and membership has more than doubled.

As Chartered Marketer and Honorary Fellow of the Chartered Institute of Marketing, Leigh joined the Board of the CIM in 2014, becoming Chair for three years in 2016 where she led a transformation of the organisation across culture, governance and customer experience, turning significant losses into three consecutive years of profit. She continues to give back to this community and is a Trustee on the CIM Benevolent Fund.

For the last 25 years Leigh has been helping organisations develop their marketing capability. Having led marketing functions for IT companies specialising in niche markets, she has spent time as a business advisor and a marketing coach supporting marketing professionals at all levels.

09:45 - 10:05

Customer Experience Management

Beyond the CX Team: Embedding Experience-Led Engagement Across the Business

Panel Discussion

The Role of CX Management in Engagement

Customer experience management is no longer just about processes and metrics, it’s about shaping how the entire organisation shows up for its customers. As expectations evolve and engagement becomes more complex, the role of CX leaders is shifting from functional oversight to cultural influence. In this session, we explore how to turn CX into a shared mindset, align efforts with real customer needs, and embed experience principles across every team.

What to expect:

How CX leadership is evolving in a multi-channel, expectation-driven world
Turning CX into a shared responsibility across the organisation
Ensuring engagement strategies reflect genuine customer insight
The core CX principles that can elevate engagement at every level

Speakers:

Christina Liciaga

Brixton House

Deputy Chair & Chair of Strategy & Finance Committee

Passionate leader and entrepreneur turned international financial services executive, with 18+ years of experience as a Founder, Board Member, Global Director and Venture Advisor for high growth tech start-ups, SMEs and multinational corporations. Brings a proven track record of delivering large-scale strategic change, driving top and bottom-line expansion, launching digitally led ventures, and developing sustainable customer-centric cultural change across 5 continents.

Thrives as a creative business leader motivated by enhancing people capability, transforming teams through authenticity and curiosity, improving customer experiences and embracing grassroots approaches to innovation, digital adoption and new ways of working.

Prior experience includes High Net Worth business development, advising large corporates on people-first post-merger integration opportunities, restructuring multinational global portfolios, developing client segmentation strategies, designing and delivering digital lifestyle solutions, and building and leading the global award-winning wealth proposition, Jade by HSBC Premier.

Tamara Kartoziia

AUTODOC

Senior Service Designer & Customer Experience Architect

Tamara Kartoziia is a senior service designer and customer experience architect at AUTODOC PRO where she designs hybrid B2B services - a digital platform with physical operations for car garages across Europe. With a background in marketing, psychology, and customer experience strategy, she builds systems that bring customer behavior into business decisions. Her work spans multiple markets and has helped teams align faster, reduce uncertainty, and launch services customers actually want. Tamara believes in empathy, systems thinking, and dancing through complexity. Originally from Ukraine and now based in the UK, she’s a single mom of two, a belly dancer, and a park runner — passionate about helping others show up as their best selves.

10:05 - 10:45

Customer Experience Management

Coffee & Networking

Break

10:45 - 11:05

Customer Experience Management

E.ON Next Case Study: Embedding a Customer-Centric Culture for Sustainable Success

Case Study

Implementing Customer-Centric Cultures

Discover how E.ON Next is reshaping the energy sector by placing customer-centricity at the core of its culture and operations. Built with a “startup mentality” within one of Europe’s largest energy groups, E.ON Next empowers teams across departments - from engineers to customer service - to break down silos and align around transparent, personalised, and simple experiences for over five million UK customers. Learn how their culture of empowerment, rapid feedback through digital tools like AI-powered sentiment analysis, and practical CX enablement initiatives drive real collaboration and continuous improvement. Backed by industry recognition and some of the highest digital satisfaction ratings, E.ON Next’s journey offers actionable lessons on building and scaling a customer-centric culture - translating values into measurable results, employee pride, and standout customer loyalty in a rapidly changing energy landscape.

Speaker:

Abdul Khaled

E.ON

Head of Digital Customer Experience

Abdul leads the digital and customer experience function at E.ON’s new challenger brand in the UK – E.ON Next. With extensive digital experience, Abdul has been involved in leading digital strategy, transformation and growth at global brands, most recently with Cisco and Subway, as well as driving innovation at several start-ups both nationally and internationally. At E.ON Next Abdul is currently building a new digital-first product and CX team tasked with disrupting and revolutionising the energy space. His focus is on high performance, innovative ways of working and culture building. He regularly shares his expertise through webinars, conferences and thought leadership pieces as well as coaching upcoming digital leaders.

11:25 - 11:45

Customer Experience Management

Embedding Customer Centricity: Turning Values into Everyday Practice

Panel Discussion

Implementing Customer-Centric Cultures

Customer centricity cannot be achieved through leadership vision alone - it must be reflected in the habits, decisions and experiences shaped across the entire organisation. This session explores how businesses are shifting away from product- or process-led thinking, aligning employee experience with customer outcomes, and adapting incentives to reinforce customer-first behaviours at every level.

What to expect:

Making cultural change stick beyond leadership teams
Practical steps to move from product-led to experience-led ways of working
The link between employee experience and consistent customer outcomes
How metrics and incentives are evolving to support customer-centric goals

Speakers:

Emma DeSena

London Marathon Events

Head of Customer Engagement

Emma DeSena is a customer engagement leader with over 25 years’ experience across the travel, fashion, hospitality and events industries, having worked with both challenger brands and customer-first organisations. She is currently Head of Customer Engagement at London Marathon Events, where she is leading a large-scale transformation to overhaul how the organisation supports participants across some of the UK’s most iconic mass participation events.

Emma’s work blends innovation with inclusive, human-centred design - driving a customer-first culture through smarter use of data, automation, personalisation and self-service. Her strategy focuses on transforming operational delivery while embedding empathy, accessibility and continuous improvement at every stage of the journey.

A proud neurodivergent leader, Emma is passionate about building emotionally intelligent services that adapt to the diverse needs of all participants - current and future.

Moritz Wolf

Global Head of CRM CoE – Data, Intelligence & Operations

With 20+ years of global experience in digital, CRM, data, and omnichannel strategy, I’ve partnered with Fortune 500s and high-growth ventures to transform how they acquire, engage, monetize, and retain high-value customers.

I lead customer transformations that scale - whether building from the ground up in fast-growth environments or evolving enterprise-wide models for global impact. I’ve built multi-disciplinary teams, defined strategies, established operating models, systems, and governance, and placed customer value at the heart of business management.

My work spans customer and data insights, segmentation, lifecycle design, omnichannel engagement and operations, martech architecture, data governance, and performance management. Consistently delivering multimillion-dollar revenue impact, improved acquisition efficiency, and 3–5x gains in ARPU and LTV.

People-oriented leader, inspired by customers, obsessed with business performance, and driven by execution excellence.

Verity Mercer

Renault

Head of Customer Experience and Quality

As Head of Customer Experience at Renault Group, Verity’s mission is to CX drive excellence in the franchise retailer network across thesales and aftersales experience. With responsibility for product, skills and technical training, her strategy centres on people development and process consistency, with a strong focus on customer journey enhancements through digital transformation. Her 24-year career at Renault Group spans commercial, brand strategy and marketing roles, including nine years working in Paris at Group HQ.

11:50 - 12:10

Customer Experience Management

Measuring and Improving Customer Outcomes: In Conversation with Rebecca Brooks-Daw, Head of Group Customer Experience at The AA

Interview

Measuring and Improving Customer Outcomes

Speaker:

Rebecca Brooks -Daw

The AA

Head of Group Customer Experience

I really see CX as a mindset and not a role, it’s a profession full of people people and I am definitely a people person, I think all CX people are, and that’s the bit I most love about my job; creating, maintaining and improving the experiences and interactions that we (people) have with brands. The other super important part of CX that I love, is its importance within the commercial sustainability of a business.

My mantra is "constantly strive to deliver a consistently excellent experience". People want brands, products and services they can depend on and trust.

I use a wide variety of CX techniques to drive acquisition, value and retention; customer listening, analysis and interpretation of insight, stakeholder engagement, customer journey mapping, embedding customer outcome metrics, effective governance, strong business case development and encouraging customer centricity through cultural change.

12:30 - 12:50

Customer Experience Management

From Feedback to Forward Motion: Turning Insight into Improvement

Panel Discussion

Measuring and Improving Customer Outcomes

In a world awash with data, it’s never been easier to measure — yet harder to know what truly matters. As expectations evolve, leading organisations are rethinking how they define, track, and improve customer outcomes. This session will explore how to move beyond vanity metrics and KPIs to focus on what genuinely drives loyalty, satisfaction, and long-term value.

What to expect:

Approaches to measuring outcomes that matter to both customers and the business
How to link customer data to actionable insight and measurable improvement
Strategies for continuous improvement in the customer journey

Speaker:

Hannah Ratcliffe-Barnes

HSBC

Social Media Lead

12:50 - 14:05

Customer Experience Management

Lunch & Networking

Break

14:05 - 14:25

Customer Experience Management

Silverfin Case Study: Your Customer Journey, Their Way - Be the Compass, Not the Map

Case Study

Designing and Optimising Customer Journeys

Speaker:

Aleisha Hales

Silverfin

Head of Customer Success UK & Growth Markets

Leading the UK Customer Success team at Silverfin, supporting accountants through their digital transformation journey and on their path to become a truly connected accountant

14:45 - 15:05

Customer Experience Management

Making the Map Matter: Aligning Teams and Driving Improvement

Panel Discussion

Designing and Optimising Customer Journeys

Customer journey mapping has become a standard CX practice - but the real challenge lies in turning insight into action. In this session, CX leaders explore how to spot the signs that a journey is falling short, where to begin with meaningful redesign, and how to align teams around end-to-end thinking rather than isolated touchpoints. The conversation will focus on turning journey optimisation into a continuous, business-wide practice that delivers measurable improvements.

What to expect:

Spotting underperforming journeys and prioritising the right changes
Where to begin when rethinking a customer journey
Making journey mapping an actionable, ongoing discipline
Aligning internal teams around full journeys, not just individual interactions

Speakers:

Mark Clydesdale

Tap CXM

Head of Strategic Consulting

Mark is Head of Strategic Consulting at Tap CXM, helping brands unlock the value from their investments and accelerate growth through strategy, measurement and new ways of working.

Oliver Parsons

Lloyds Banking Group

Head of Ecosystems, Customer Propositions

Digitally proficient leader with a passion for delivering insight driven customer outcomes, expertise in delivering products; propositions; services; strategies; innovation; and communications. Led and developed teams working across proposition, service and marketing projects.

Looking for roles that require the incumbent to be the voice of the customer in the organization, delivering solutions and strategies that meet a customer need and deliver strong returns for the business. Passionate about empowering people and teams to fulfill their potential and deliver meaningful results.

I have a strong understanding of the importance of customer experience for brands, and have delivered leading experiences to create engaged customers and deliver business results. Worked with a wide variety of different brands including Lloyds Bank; Halifax; Bank of Scotland; Barclays Bank; Barclaycard; Brooks England; Walkers Crisps; Aviva; MasterCard; and Chelsea FC.

Sujay Kotwal

American Express

Sr. Manager, Customer Experience Insights

Sujay is a Senior Manager of CX Insights at a multinational financial services corporation, with previous track record of driving product innovation at various fintech scale-ups.

He blends deep methodological rigor, mixed-methods research and emerging tech to craft scalable, human-centered solutions for strategic impact across global markets.

15:10 - 15:30

Customer Experience Management

Building Effective CX Management: In Conversation with Lucie Child, Head of Customer, Transport for Greater Manchester

Interview

Successful CXM Strategies in a Digital Era

Join Lucie Child, Head of Customer at Transport for Greater Manchester, for an insightful conversation on crafting customer experience management strategies that truly deliver. Drawing on her broad industry expertise - spanning many years in retail and now her recent move into transport - Lucie will share how she brings customer-centric thinking to both digital and face-to-face journeys while adapting to the expectations of a diverse, urban population. Discover practical ideas for aligning teams, measuring what matters, and prioritising changes that deliver real value for both customers and the organisation. Take away proven approaches and fresh perspectives that can strengthen CX management in any sector.

Speaker:

Lucie Child

The Very Group

Strategy Lead, Customer Care

Lucie is the Head of Strategy, Planning & Control for Customer Care at The Very Group, a multi-brand online retailer and financial services provider in the United Kingdom and Ireland whose purpose is to help families get more out of life. Lucie is a relative late-comer to the contact centre industry, having made the leap 5 years ago after a 20 year ‘squiggly career’ in customer insight & marketing. She has never looked back and feels she has finally found the place she was always meant to be. Consequently, Lucie is passionate about spreading the word about what a brilliant place to work contact centres are and the fantastic career opportunities available. Lucie chairs the Diversity, Equity & Inclusion Special Interest Group for the CCMA and is also a judge for several customer service & contact centre awards programmes.

15:30 - 15:50

Customer Experience Management

Successful CXM Strategies in a Digital Era

Presentation

Successful CXM Strategies in a Digital Era

In today’s fast-paced digital landscape, customer expectations are evolving faster than ever. In this session explore the core components of successful Customer Experience Management (CXM) strategies that meet the demands of modern consumers. Attendees will learn how to leverage digital tools, data-driven insights, and omnichannel engagement to create seamless, personalized customer journeys.

Key takeaways include:

Identifying customer touchpoints that drive loyalty and retention
Harnessing AI and automation to scale personalized experiences
Breaking down organizational silos to ensure consistency across channels
Measuring success with the right CXM metrics

Whether you're refining an existing CXM approach or building one from the ground up, this session offers practical frameworks and forward-thinking strategies to thrive in the digital era.

Speaker:

Grace Bucksey

Nextiva

Enterprise Account Executive

Grace Bucksey is an experienced customer experience specialist currently working at Nextiva, a company known for its customer engagement, social and analytics solutions. Grace has a track record in customer experience, suggesting expertise in enhancing client satisfaction and operational efficiency.

15:50 - 16:10

Customer Experience Management

Leading CXM in a Digital-First World: Strategy, Mindset and Measurable Impact

Panel Discussion

Successful CXM Strategies in a Digital Era

In today’s fast-moving digital landscape, successful customer experience management requires more than good intentions, it demands strategic clarity, cultural alignment and a balance between innovation and human connection. This session explores what sets strong CXM strategies apart, how organisations are adapting their priorities, and how to recognise when your approach is truly delivering results.

What to expect:

Key elements of effective CXM strategy in a changing digital environment
Shifting mindsets to improve customer experience across platforms
Balancing digital innovation with consistent, human touchpoints
How to measure the real impact of your CXM efforts

Speakers:

Brian Reijngoud

Deepdesk

VP of Sales

Brian leads the Global Sales at Deepdesk, helping customers identify their biggest challenges and demonstrating how Deepdesk’s AI-powered solutions can drive real impact. With 10+ years of experience in the customer service and contact center industry across Europe and the US, Brian has worked with large enterprises and diverse teams in customer service, marketing, and sales. This gives him valuable insights into what it takes to keep both agents and customers happy—boosting efficiency, engagement, and results. As a dynamic public speaker, Brian’s enthusiasm is truly exhilarating. His energy, passion, and deep industry knowledge make him a compelling voice on the future of AI in customer service.

Aswin Peter

Centrica

Senior Product Lead - Customer Experience and Product Strategy

Aswin Peter is a senior product and customer experience leader with global experience across the UK and US markets. Aswin leads customer experience and digital product strategy at British gas , delivering innnovation,insight led products that drive measurable impact for over 12 million customers in UK. Aswin has led award winning transformation inititives that have redefined customer experience across complex,regulated industries.

Phil Payne

Bidvest Noonann

Director of IT Customer Experience

I've been in the IT industry since 2000, and over the years, I’ve had the opportunity to work on both sides of the table—starting out with Managed Service Providers and, more recently, leading internal IT teams within large organisations.

What drives me is simple: creating a positive experience with IT. Whether it's the people delivering the service or the technology itself, I believe every interaction should be a positive one.

This matters more than ever today. The technology people use at home is often more advanced and intuitive than what they encounter at work. That’s a complete reversal from when I started out—back then, going to work felt like stepping into the future. Now, it can feel like stepping back in time.

That’s the challenge—and the opportunity—I’m passionate about: closing that gap and making workplace IT not just functional, but genuinely enjoyable to use

16:10 - 16:40

Customer Experience Management

Coffee & Networking

Break

16:40 - 17:00

Customer Experience Management

Emotive CX: Taking your CX further

Presentation

Voice of the Customer

Speaker:

Siobhain Goodall

Ventrica

Senior Client Executive

Siobhain Goodall is a Senior Client Executive at Ventrica, leading strategic relationships across the retail and high-tech sectors. With deep expertise in customer experience and outsourcing, she partners with brands to unlock the power of people, process, and technology - delivering solutions that are flexible, scalable, and emotionally intelligent. Having built her career in the fast-paced world of contact centres, Siobhain is trusted by clients to navigate complexity, translate commercial needs into impactful CX strategies, and drive measurable results. Whether solving operational challenges or launching transformation programmes, she brings clarity, energy, and integrity to every engagement. If you're looking to elevate your CX through human-led, tech-enabled innovation, Siobhain is the person to speak to.

17:00 - 17:20

Customer Experience Management

London Borough of Camden Case Study: Driving Service Excellence Through Resident Insight

Case Study

Voice of the Customer

Discover how the London Borough of Camden is setting new standards in local government by making residents’ voices central to continuous improvement. Camden’s Voice of the Customer (VoC) programme brings together feedback from post-call surveys, complaints, compliments, and frontline staff to identify what matters most to its community. By analysing this insight and collaborating directly with service teams, Camden has implemented changes like streamlined telephony menus, Citizen Experience Agreements, and clear “you said, we did” reporting - reducing call times and boosting satisfaction. Learn how Camden’s award-nominated approach uses real-time data, regular resident panels, and transparent engagement to shape more accessible, personalised services, ensuring citizen needs drive every decision and create lasting value for all.

Speakers:

Phil Quickenden

London Borough of Camden

Head of Customer and Registration Services

Phil first walked into a contact centre in November 2002 and still finds himself wondering why he never left. With over 20 years in Public Sector contact, ranging from the fast pace of a Police 999 call centre where answer times really do have life and death consequences, through to local government with the breadth of different services that encompasses. Phil
passionately believes that technology and channel choice are valuable tools to support the real stars of the contact centre, the agents who answer the calls.

In his current role as the Head of Customer & Registration Services at the London Borough of Camden Phil is exploring how technology can enhance and develop a new kind of super-agent, equipped with digital skills and expertise which empower customers to play a greater role in their own journey. A self-confessed data geek, Phil believes that through unlocking the intelligence of the contact centre, organisations can move their understanding of the customers they serve to a whole new level, which in the public sector, means changing lives.

Emily Hilman

London Borough of Camden

Performance and Improvement Manager

Emily has worked for the London Borough of Camden for over 6 years and moved from Performance Officer to Performance and Improvement Manager.

17:20 - 17:40

Customer Experience Management

From Listening to Action: Making the Voice of the Customer Count

Panel Discussion

Voice of the Customer

Gathering feedback is one thing, making it matter is another. A strong Voice of the Customer programme should influence decisions, drive improvements, and show customers that their input leads to real change. In this session, leaders share how they’re moving from data collection to meaningful insight, embedding the customer voice across the business, and using technology to scale and sustain their efforts.

What to expect:

Capturing feedback that leads to action, not just reporting
Embedding customer insight into day-to-day decisions
Closing the loop and demonstrating that feedback drives change
Using technology to support and scale VoC programmes

Speakers:

Raj Khalid

Regal Cineworld Group

Customer Experience Manager

A background in Operations and Technical project management utilising Artifical Intelligent, Machine Learning and Advanced Automations, Rajab is continually pushing businesses forward to adopt to customer needs and provide an exceptional customer experience, driving retention, spend and satisfaction.

Clarissa Valiquette

AAT

Director Customer Experience

As a builder, solutions finder and firm believer in human-centered design built on empathy, I help organisations nurture and accelerate their customer experience and bring seamless journey to life. I have over 15 years of experience defining CX strategies, building full customer experience measurement eco-systems, and digging deep into attitudes, motivations and behaviours of customers through insights and end-to-end customer journey design.

Jamie Carter

Belron International

Voice of the Customer Manager

Jamie has worked across Autoglass UK and Belron International for 15 years, with experience in the contact centre, in the field and in the corporate centre, he has used his business knowledge, together with Voice of the Customer to develop a programme for Belron to maintain the world class NPS they have achieved for 10 years plus.

17:40 - 19:00

Customer Experience Management

The Night Summit

09:00 - 09:05

Data, Insights and Analytics

Chair's Opening Remarks

Introduction

Real-time Data Analytics in Customer Engagement

Welcome to the Data Insight & Analytics stage, hosted by Gerry Brown, Chief Customer Officer at The Customer Lifeguard. As a longtime champion of customer advocacy and service excellence, Gerry will set the tone for a day focused on harnessing data to drive value and meaningful impact. Today’s sessions will explore how leading organisations translate customer data into actionable insights - empowering teams to make smarter decisions, anticipate needs, and deliver experiences that truly resonate with customers and employees alike. Expect forward-thinking strategies, practical examples, and candid conversations, as Gerry guides us through what it really takes to put data at the centre of your engagement strategy.

Speaker:

Gerry Brown

Customer Lifeguard

Chief Customer Officer

Gerry Brown, aka The Customer Lifeguard, is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service operations and customer experience strategy. Gerry has provided organizational leadership on people development, business transformation, customer engagement and technology enablement for some of the largest companies in the UK, Canada, and EMEA. These include National Express, Nutricia, The Royal Albert Hall, Endsleigh Insurance, O2, Screwfix, Sage, Sky, Bell Canada and TELUS. He is a frequent speaker, chairperson, panellist and facilitator at conferences, webinars, company events and other business gatherings, where his many years of business and customer service experience provide stimulating, thought-provoking engagement and audience participation. He is also a published author and his new book When a Customer Wins, Nobody Loses is available on Amazon to help business leaders to create winning and memorable customer experiences.

09:05 - 09:25

Data, Insights and Analytics

Research Reveal: From “We” to “Me” - The New Rules of Brand Trust

Presentation

Real-time Data Analytics in Customer Engagement

We're setting the scene for the Data Insights & Analytics Stage with fresh research from the 2025 Edelman Trust Barometer Special Report, setting the context for a day focused on the real impact of data in driving customer engagement. Discover how trust in brands now surpasses trust in any other major UK institution, and what this “From We to Me” shift means for business leaders who want to use insight to build stronger, more personal relationships with their customers. This session will equip you with the latest findings, practical strategies, and actionable ideas to use data-driven trust as a foundation for loyalty, business growth, and a true competitive edge.

Speaker:

Suzy Socker

Edelman

Managing Director Brand

Suzy brings over two decades of global communications experience, having collaborated with renowned consumer brands such as Procter & Gamble, Unilever, Johnson & Johnson, Disney, and Marks & Spencer. A passionate advocate for retail and FMCG brands, Suzy is dedicated to building brands differently by combining innovation with impact. Her expertise lies in leading integrated teams and harnessing the power of earned media to create compelling narratives that drive results.

Notable career highlights include crafting and executing the communications strategy for BAA Retail during the opening of Heathrow Terminal 5, overseeing global communications for Hugo Boss Fragrances, and managing backstage content for Wella Professionals at Fashion Week around the world. Closer to home, Suzy has led data-driven editorial campaigns for eBay, challenged the UK to embrace a plant-based lifestyle with Flora, and directed beauty campaigns for Johnson & Johnson.

Prior to joining the team, Suzy served as Head of Brand at M&C Saatchi Talk, where she led a 15-person team across global and UK accounts. Her previous experience also includes senior roles at Ketchum, Iris, and Halpern. Full of energy and enthusiasm for the communications industry, Suzy describes herself as a “hustler” when it comes to delivering client growth, and thrives when immersed in strategic planning and creative execution.

09:45 - 10:05

Data, Insights and Analytics

Real-Time Data, Real Results: Using Analytics to Enhance Engagement

Panel Discussion

Real-time Data Analytics in Customer Engagement

As customer expectations for instant, relevant interactions continue to rise, real-time data analytics is becoming an essential capability. This session explores how organisations are capturing, interpreting, and acting on customer data in the moment to improve engagement, loyalty and satisfaction. From powering personalisation to informing live decision-making, we’ll look at what it takes to turn real-time insight into competitive advantage.

What to expect:

How real-time analytics is reshaping customer engagement strategies
Using live data to personalise interactions and inform decisions instantly
Overcoming operational and technological barriers to real-time insight
Measuring the business impact of faster, data-driven engagement

Speaker:

Malory Beaham-Powell

WeWork

Senior Manager, SaaS Customer Success

Malory Beaham-Powell is a Senior Manager of SaaS Customer at WeWork, where he leads the International Customer Success team for the company's digital products - WeWork Workplace and All Access. With over a decade of experience, Malory is passionate about helping organizations optimize their hybrid work strategies through scalable, tech driven solutions.

10:05 - 10:45

Data, Insights and Analytics

Coffee & Networking

Break

10:45 - 11:05

Data, Insights and Analytics

Great British Railways Transition Team (GBRTT) Case Study: The Rail Customer Experience Survey

Case Study

Integrating Data from All Customer Touchpoints

The Rail Customer Experience Survey launched in July 2025, after years of collaborative development within the rail industry.

It has been designed for an open data railway, and is available as an open API. It also daws in multiple external datasets to enrich the insights it provides.

Come along to the session to see how this rich dataset can provide insight on how satisfaction is impacted by delay, see some maps of customer sentiment, and find out what the nation's favourite train is!

Speaker:

David Bellinger

Great British Railways Transition Team (GBRTT)

Head of Insight

Dave started life as a transport consultant, working widely in UK rail as an analyst, often on rail franchise bids. He then moved to Northern Rail where he set up their customer insight programme. Since 2022 he has been working in the team preparing the way for Great British Railways, now sat within Network Rail.

11:25 - 11:45

Data, Insights and Analytics

From Fragmented to Connected: Building a Unified Customer Data Strategy

Panel Discussion

Integrating Data from All Customer Touchpoints

Customers interact with brands across a wide range of channels, from digital and in-store to contact centres and mobile apps. But turning this wealth of touchpoint data into a single, coherent view is no small task. This session explores how organisations are tackling data silos, building unified customer profiles, and using connected insights to drive more joined-up and effective engagement strategies.

What to expect:

Strategies for unifying data across marketing, service, digital and in-person channels
How integrated data improves decision-making and customer experience
Common challenges in data integration - and how to overcome them
The role of technology, teams and governance in building a complete customer view

Speaker:

John Lewis

Wiley

Director of Customer Experience, Research, & Insights

John S. Lewis is the Director of Customer Experience, Research, and Insights at Wiley, a global leader in research and learning publishing. In this role, he leads a team dedicated to fostering a customer-centric culture through data-driven insights and strategic research.

With over 15 years of experience in positions focused on customer experience and research, John has collaborated with some of the leading companies in telecommunications, education, healthcare, and financial services, both on the corporate and vendor sides. Throughout his career, he has transformed customer listening programs, implemented organisational customer experience strategies, and built high-performing Customer Experience (CX) and Insights teams. Recognised for his insights-led leadership style and expertise in storytelling with data, John specialises in leveraging technology and customer insights to enhance organisational capabilities, improve the customer experience, and drive business performance.

11:50 - 12:10

Data, Insights and Analytics

Utility Warehouse Case Study: Reimagining Digital Experience – Our Data-Driven Customer Journey

Case Study

Optimising the Customer Journey

Utility Warehouse has transformed its digital experience by putting customer needs and feedback at the centre of company-wide innovation. From resetting its vision to rolling out new channels like WhatsApp chat and integrating design thinking, UW has made continuous improvement a core principle - rapidly learning from both successes and setbacks, such as the mixed response to chatbot integration. By empowering teams with new digital and data skills, embedding experimental approaches, and refining journeys based on real insights, UW delivers more seamless, responsive, and personalised service - demonstrating how digital strategy rooted in genuine understanding becomes a driver for lasting engagement and operational excellence.

Speaker:

Lee Courtney

Utility Warehouse

Head of UX

As a seasoned design professional with over a decade of experience, I specialise in crafting world-class digital experiences across web, mobile apps, and in-store platforms. My expertise spans the full end-to-end Product Design lifecycle, with a strong foundation in UX/UI design and user research. I am a proven leader, dedicated to building and fostering high-performing teams to deliver impactful and innovative digital solutions.

12:30 - 12:50

Data, Insights and Analytics

From Data to Design: Optimising Customer Journeys That Deliver

Panel Discussion

Optimising the Customer Journey

Customer journey design is most powerful when shaped by real insight. This session explores how organisations are using data to optimise journeys that are not only seamless, but meaningful, for both the customer and the business. From pinpointing friction to guiding cross-functional improvements, panellists will discuss how insight is turning journey design into a driver of measurable results.

What to expect:

How data helps uncover what’s working, and what’s not, across the customer journey
Using insight to guide practical improvements, not just theory
Aligning teams around shared journey goals and customer outcomes
Measuring the real impact of journey optimisation

Speakers:

Allison Coucher

Sky

Senior Service Strategy Manager

Allison has worked in the Telecommunications industry for 26 years and is currently working in Service Strategy in Sky Group Technology, focusing on TV Customer Experience and primarily the technology that underpins and supports that– a topic which she is extremely passionate about.
Her focus is on ensuring that Sky customers are able to enjoy all of the great content and products that they love right now, as well as understanding their future requirements and defining strategies to accommodate customers growing and evolving needs in their connected life. Working across Sky group to ensure technology is scaled and supported; collaborating with external partners ensuring customers have access to the latest content to meet their work, education, home and health requirements in order to give a great customer experience while balancing the service economics to Sky.

Carl McCartney

Les Mills

Global Sales Enablement Director (Global Markets)

Carl McCartney is Global Sales Enablement Director (Global Markets) for Les Mills. Carl started his Les Mills career as a National Trainer/ Presenter 20 years ago and has held a number of key roles within both the global and UK business, including working in both the German and Nordics markets and also working centrally as Global Performance Development Director.

This breadth of industry experience has allowed Carl to build unparalleled expertise in the Health and Fitness industry. He is dedicated to helping club partners build healthier businesses, working with them to achieve their business goals and supporting member retention and recruitment challenges.

12:50 - 14:05

Data, Insights and Analytics

Lunch & Networking

Break

14:05 - 14:25

Data, Insights and Analytics

Porsche Case Study: Using Customer Excitement to Power Journey Improvement

Case Study

Predictive Modelling for Customer Insights

Porsche AG has introduced a pioneering “customer excitement” KPI, measured across the entire customer journey to provide a holistic view of both high points and areas needing attention. This approach transforms customer input into an actionable feedback loop - insight flows centrally, is distributed internally, and triggers timely dealer follow-up for continuous improvement. Over a dedicated four-year implementation, Porsche embedded this excitement metric into top management reporting and made it a driver for a company-wide, customer-centric culture. Discover how this rigorous, culture-led strategy supports better experiences at every touchpoint, ensuring customer feedback isn’t just collected but acted upon to make a tangible difference.

Speaker:

Jana Kreissig

Porsche AG

Customer Research & Insights Expert

Since more than 5 years, Jana Kreissig has been enhancing Brand and CX measurement at Porsche and is currently responsible for CX insights to foster customer centricity across departments. She has been working in various international research and insights roles within the automotive and FMCG sector. Jana Kreissig studied Psychology and Marketing Research at the universities of Erlangen-Nürnberg and Santander.

14:45 - 15:05

Data, Insights and Analytics

The Future in Focus: Using Predictive Analytics to Drive Engagement

Panel Discussion

Predictive Modelling for Customer Insights

Predictive analytics is reshaping customer engagement by enabling organisations to anticipate behaviours, personalise experiences, and proactively meet customer needs. This session explores how data teams are turning forecasts into actionable insights that inform smarter decisions and deepen connections. Panellists will discuss practical applications, overcoming implementation challenges, and measuring the real business impact of predictive models.

What to expect:

How predictive analytics is helping organisations stay ahead of customer expectations
Using forecasts to tailor and prioritise customer interactions
Addressing data quality and technology hurdles in predictive modelling
Measuring the ROI and engagement outcomes driven by predictive insights

15:10 - 15:30

Data, Insights and Analytics

AutoTrader Case Study: Reframing Electric Vehicle Adoption and Myth Busting

Case Study

Data Visualisation Techniques for Customer Insights

There is legislation in place to ban the sale on new internal combustion engine cars in 2030. in 2030 the only new cars you will be able to buy will be Electric.

...but fewer than 20% of the new cars registered today are Electric. How do we persuade the masses to adopt this new technology?

Join me to see how reframing the problem could help retailers overcome objections and help meet the targets set by the government and keep our automotive industry thriving.

Speaker:

Nick King

AutoTrader

Insights Director

A consumer psychologist and expert in digital media and marketing, possessing the experience to analyse and interpret trends in consumer adoption of technology and develop strategies for customer acquisition and retention through digital and offline channels.

Nick joined Auto Trader in January 2007 running Business Intelligence and in 2010 built the retailer insight team running master classes and webinars. He also makes short films to evangelise about data and Insight and speaks regularly at conferences in Europe, Canada and North America.

Nick is also a visiting lecturer in consumer psychology at Anglia Ruskin University, Cambridge.

After graduating from Loughborough in 1986 , Nick spent years in advertising and planning at Dorlands and Lintas, was a guitarist with Great Northern Electrics, a publisher on HiFi magazines at Petersen/EMAP and a research Director at Media agency Carat/Difiniti responsible for a team of researchers advising a range of Blue-chip clients on the development of their marketing and communications strategies in the Digital arena.

15:30 - 15:50

Data, Insights and Analytics

CX of the Future: What Lego Bricks, Bath Bombs and Strawberry Sandwiches Are Telling Us

Presentation

Data Visualisation Techniques for Customer Insights

The Harris Poll UK's 2025 Reputation and Experience Index of the UK's 100 most talked about brands yields valuable insight into how brands can successfully compete in an increasingly demanding and inauthentic world.

In this session we'll showcase what's driving the success of brands in the top spots, we'll unpack the opportunity for brands at risk of falling behind and we'll help you to sense-check that your strategy is taking you in the right direction.

Speaker:

Steve Brockway

The Harris Poll UK, A Stagwell Company

Chief Research Officer

As Chief Research Officer, Steve uses his deep and varied experience in CX research to ensure clients benefit from both robust research design and creative insight solutions, ensuring positive client outcomes through maximum return on investment. Whether it be advice on setting up a new CX feedback program or engaging stakeholder teams to act on new insight, Steve consults in collaboration with Client teams to ensure success.

15:50 - 16:10

Data, Insights and Analytics

Insight in Focus: Mastering Customer Data Visualisation

Panel Discussion

Data Visualisation Techniques for Customer Insights

In a data-rich world, turning complex customer information into clear, actionable insights is essential for informed decision-making and driving meaningful engagement. This session explores effective data visualisation techniques that help teams and leaders quickly grasp key trends, align strategies, and prioritise actions that deliver business value. Panellists will share practical approaches to making data accessible and impactful across the organisation.

What to expect:

Best practices for visualising customer data to highlight critical insights
Tools and approaches that enhance clarity and drive strategic alignment
How effective visualisation accelerates decision-making and execution
Avoiding common pitfalls to ensure data insights lead to measurable outcomes

Speaker:

Raj Khalid

Regal Cineworld Group

Customer Experience Manager

17:00 - 17:20

Data, Insights and Analytics

Fortnum & Mason Case Study: Listening Beyond Words: Finding Meaning in What Customers (Don’t) Say

Case Study

Customer Insights

Speaker:

Michalina Bidzinska

Fortnum & Mason

Commercial Lead UX Designer

Michalina specialises in improving customer experience, conversion, and e-commerce strategy. She leads initiatives that enhance the online shopping experience, while boosting key business metrics such as customer satisfaction and revenue.

She has helped improve conversion and user experience for multiple brands, including Fortnum & Mason and Canon Europe. With a strong background in experimentation and insight-led experience design, she delivers measurable improvements that put customers first.

17:20 - 17:40

Data, Insights and Analytics

Enhancing Customer Insights: Driving Engagement with Data-Driven Understanding

Panel Discussion

Customer Insights

Deep customer insight is the foundation of exceptional engagement strategies. This session explores how organisations are gathering, analysing, and applying customer data to gain a clearer understanding of behaviours, needs, and preferences. Panellists will discuss how to translate insights into actionable strategies that improve experience, loyalty, and business results.

What to expect:

Techniques for capturing meaningful customer insights beyond traditional data
Turning insights into targeted, effective customer engagement strategies
Integrating qualitative and quantitative data for a holistic customer view
Overcoming challenges in insight collection, analysis, and application

17:40 - 19:00

Data, Insights and Analytics

The Night Summit

09:00 - 09:05

Engagement Marketing

Chair's Opening Remarks

Introduction

Omnichannel Marketing and Seamless Customer Journeys

Welcome to the Engagement Marketing stage, hosted by Scott Logie of the DMA. Today, we spotlight the evolving intersection of marketing and customer engagement - where creating lasting connections goes far beyond campaigns and channels. With Scott’s reputation in data-driven marketing and customer loyalty, this stage will explore how leading brands are rethinking their strategies to drive powerful, personalised engagement across every touchpoint. Expect practical insights on leveraging customer data, optimising journeys, and building experiences that truly resonate - turning audiences into advocates and marketing into a measurable engine for growth. Get ready for actionable ideas, inspiring case studies, and fresh thinking on how marketing leaders can champion engagement that delivers both immediate impact and enduring value.

Speaker:

Scott Logie

DMA

DMA Membership Advocate

Engaging, innovative and creative thinker; passionate about helping businesses build growth strategies to drive increased loyalty and value.

My main aim in business is to help build and then unlock the potential in a customer base.

I love to spend my time with businesses looking at what they can achieve if they understand their customers better and use that understanding to create long term relationships.

I’m a highly experienced data based marketer, with a background in finance but I have spent lots of time with charities, automotive, FMCG, government, on-line gaming and retail.

With a grounding in data, a degree in statistics and over 20 years of working across a range of businesses, both inside and working with suppliers, I can understand the challenges any business has in growing and building long-term value and can then contribute to achieving this goal.

As a current board member and ex-Chair of the Direct Marketing Association, I get a unique perspective on industry developments which in turn helps me to understand the future of direct marketing and how businesses should adapt to meet the challenge ahead.

I’ve built successful teams, covering areas as diverse as customer insight, marketing, Consultancy and Campaign Management and led a management team through a successful MBO, dealing with private equity backers and staying with the business to a successful trade sale. It’s all about great people and I have employed and developed some of the best in the industry.

I believe my main strength is in understanding business strategy and building collaborative teams to design, build and deliver winning propositions to meet and beat expectations.

09:05 - 09:25

Engagement Marketing

Marketing’s New Frontier: Redefining Engagement Through Data, Creativity, and Connection

Presentation

Omnichannel Marketing and Seamless Customer Journeys

Welcome to our opening keynote - a forward-looking session that sets the scene for the Engagement Marketing Stage. In an era where the lines between marketing, experience, and loyalty are rapidly blurring, this keynote will spotlight groundbreaking research defining why marketing is central to shaping truly great customer experiences. Expect powerful new insights on how today’s most innovative brands harness data, creativity, and customer understanding to craft journeys that resonate well beyond the first interaction. As we look ahead, this keynote will offer a senior-level perspective on the strategic role of marketing as the catalyst for deeper connections, measurable growth, and sustainable engagement in a competitive world.

09:45 - 10:05

Engagement Marketing

Omnichannel in Action: Creating Seamless Journeys that Convert and Engage

Panel Discussion

Omnichannel Marketing and Seamless Customer Journeys

In a world where customers interact with brands across multiple channels, delivering a seamless and personalised experience is no longer optional—it’s expected. This session brings together industry experts to explore how businesses can create consistent messaging and meaningful engagement at every touchpoint. Learn practical strategies to leverage data, technology, and insights to build omnichannel journeys that increase loyalty and drive measurable business results.

Key discussion points:

Defining true customer engagement in omnichannel marketing
Using data and AI to personalise interactions in real time
Delivering consistent messaging across channels
Measuring impact and optimising omnichannel performance

10:05 - 10:45

Engagement Marketing

Coffee & Networking

Break

10:45 - 11:05

Engagement Marketing

Global Radio Case Study: Connecting Fans Worldwide – Customer Content Innovation via the Oasis Tour App

Case Study

Creating Valuable, Relevant Customer Content

Discover how Global Radio seized the Oasis reunion tour as a global moment to drive deeper customer engagement through digital innovation. As anticipation for the band’s 2025 world tour reached fever pitch, Global introduced the Oasis Tour app as a hub for fans to immerse themselves in the experience - far beyond the live shows. The initiative brought together curated content, exclusive tracks, live and archived interviews, and, crucially, opportunities for fans to shape programming and share their own setlists and stories. Listeners could tune into the dedicated Radio X Oasis station and interact directly via the Global Player app, blending real-time updates, personalised experiences, and community-driven features that resonated with both longtime and first-time fans. This pioneering approach demonstrates how Global Radio uses customer content and digital tools to build lasting music communities, amplifying engagement and loyalty throughout one of the biggest comebacks in music history.

Speaker:

Danny Starr

Global

Senior Product Owner, CX

Leading Global's CX squad with a vision to harness both behavioural psychology and data science for enhancing digital experiences. Rooted in my Master's in Data Science & AI from Queen Mary University of London, I apply cutting-edge digital strategies to drive product growth and user value.

My journey began in neuroscience at UCL, which now informs my approach to user engagement. At Global, we're reshaping customer experience by integrating behavioral sciences, product design, and forward-thinking app marketing strategies with machine learning, striving for excellence in every digital interaction.

At Backline we’re bringing forward thinking CX strategies to e-commerce in the music industry. Reach out for an intro to the team and our business.

11:25 - 11:45

Engagement Marketing

Relevant Content, Real Engagement: Winning Customer Attention

Panel Discussion

Creating Valuable, Relevant Customer Content

In today’s crowded marketplace, customers expect content that speaks directly to their needs, interests, and challenges - not just sales pitches. This session brings together industry experts to explore how brands can create valuable, relevant content that builds trust, nurtures relationships, and drives genuine engagement. Discover practical approaches to content strategy, personalisation, and measurement that ensure your messaging cuts through the noise and delivers real business value.

Key discussion points:

Understanding what makes content truly valuable and relevant to customers
Leveraging data and insights to personalise content effectively
Balancing educational, inspirational, and promotional content
Measuring content impact on customer engagement and loyalty

Speakers:

Lea Schremmer

PlayPlay

UK Field Marketing Manager

As UK Marketing Manager at PlayPlay, Lea has a background in marketing and communications across both B2B and B2C sectors, with a strong focus on tech. She believes great marketing is all about storytelling—understanding consumers, creating meaningful connections, and delivering content that resonates.

Annisha Taylor

Ofcom

Head of Equality, Diversity & Inclusion

Annisha is a pioneering culture and change strategist with a career spanning the public, private and voluntary sectors. She brings a wealth of experience in embedding equity and fairness into large, complex organisations. With leadership roles at the BBC, Ofcom, and the John Lewis Partnership, she helps shape inclusive behaviours and systems that work across media, regulatory, retail and community spaces.

Annisha’s approach is grounded in collaboration, accountability and real-world impact. Whether supporting teams, advising boards, or working with grassroots organisations, she helps businesses move beyond statements and into sustainable, sector-wide change. Outside of her professional roles, Annisa is a dedicated community leader, trustee and advocate for inclusive education, culture and business.

11:50 - 12:10

Engagement Marketing

Dr. Martens Case Study: So You’re Thinking of Implementing a Customer Data Platform? 10 Hard-Earned Lessons From the Front Line

Case Study

Data-Driven Marketing Strategies

Speaker:

Kathleen MacLean

Dr. Martens

Global Head of Customer Growth

Passionate about customer-first growth with a background in brand and CRM marketing, both agency and client side.

12:30 - 12:50

Engagement Marketing

Data-Driven Marketing Strategies: Turning Insight into Impact

Panel Discussion

Data-Driven Marketing Strategies

In a competitive landscape, harnessing data effectively is key to marketing success. This session brings together industry experts to explore how organisations can transform customer data into actionable strategies that deliver personalised, timely, and measurable marketing campaigns. Learn how to overcome common challenges, integrate analytics with creativity, and optimise marketing efforts to drive real business growth.

Key discussion points:

Using data to understand and anticipate customer needs
Balancing data analytics with creative marketing approaches
Leveraging technology and AI for smarter campaign targeting
Measuring success: KPIs that matter in data-driven marketing

Speakers:

Teodora Tepavicharova

Condé Nast

Director, Programmatic Strategy

Teddy is an award-winning strategist and commercial leader in marketing and advertising, currently overseeing Condé Nast's Programmatic activations in the UK and supporting Western Europe with their programmatic go-to-market strategy, planning, and implementation. She manages the activity across leading titles including Vogue, Tatler, GQ, CN Traveller, Wired, House & Garden, Glamour, Vanity Fair, AD and The World of Interiors, while managing a growing global client portfolio. Her work has earned widespread recognition, including accolades such as Forbes 30 Under 30, Outstanding Transformation of the Year, BIMA100 and The Future 100 Club.

Andrei Dinca

Wise Ltd.

Head of CRM

Marketing leader with 10+ years of retention marketing experience and a track record of solving real customer problems and driving strong engagement and retention at global scale.

Nicola Shield

Bupa Global

Head of Marketing Strategy, Planning and Communications

Nicola Shield is an award-winning marketing leader with over 14 years of experience in marketing and customer engagement at Bupa. She currently serves as Head of Marketing Strategy, Planning and Communications at Bupa Global, where she previously led roles including Head of Customer Engagement, Senior New Business Manager, and Corporate Retention Manager.

12:50 - 14:05

Engagement Marketing

Lunch & Networking

Break

14:05 - 14:25

Engagement Marketing

Haleon Case Study: Building Customer Connections – A Channel-First Approach

Case Study

Building Customer Connections

Thomas will share how thoughtful channel strategies are building stronger customer connections across global markets at Haleon. Learn how the team combines marketing insight, real-time feedback, and close collaboration with partners and retailers to tailor experiences, personalise communication, and respond quickly to evolving needs. This session reveals how integrated channel management turns every touchpoint into an opportunity for authentic engagement, loyalty, and long-term growth - offering actionable ideas for marketers aiming to put customer connection and value at the heart of their strategy.

Speaker:

Thomas Bassett

Haleon

Global Director - Customer and Channel

Thomas started at GSK in 2016 as a Senior Customer Business Manager then stayed for 6 years he then went on to be the Global Director at Haleon.

14:25 - 14:45

Engagement Marketing

From Scroll to Action: Why Gamification Wins at Engagement

Presentation

Building Customer Connections

Struggling to keep customers engaged in a world of distractions? Today’s marketers are under pressure to do more with less. More engagement, more loyalty, more measurable impact. And less time, budget, and attention to work with.

This session explores how leading brands use marketing gamification to create standout customer experiences that don’t just grab attention - but hold it.

You’ll learn how to:

Turn passive audiences into active participants across every touchpoint
Use gamification to drive real-time interaction, repeat visits, and deeper engagement
Capture zero-party data in a way your customers actually enjoy
Prove impact with measurable performance across acquisition, engagement, and loyalty.

Whether you're looking to boost performance on owned channels, or build brand experiences people want to come back to - this session will give you practical ideas, real results, and a new way to think about customer engagement.

Speaker:

Libby Jackson

Playable

Regional Manager & Gamification Specialist

Libby has specialised in gamification marketing and consulting brands in retail and FMCG for over 5 years. As Regional Manager at Playable, she works with brands across sectors to help them introduce and optimize playable and gamified experiences within their marketing strategies to great effect.

14:45 - 15:05

Engagement Marketing

Building Real Customer Connections: From Campaigns to Conversations

Panel Discussion

In a crowded, fast-moving digital landscape, building strong customer connections requires more than clever messaging - it demands authenticity, consistency, and a deep understanding of what matters most to your audience. This session explores how marketing and CX teams are working together to create experiences that feel personal, human and genuinely engaging across every stage of the customer journey.

What to expect:

How to create authentic, trust-based customer connections
The role of storytelling, values and personalisation in driving engagement
Bridging CX and marketing to deliver joined-up relationship-building strategies
Practical ways to measure emotional engagement and long-term impact

15:10 - 15:30

Engagement Marketing

Lyca Mobile Group Case Study: AI-Driven Engagement: Unlocking Hyper-Personalised Customer Value at Scale

Case Study

The Role of Personalisation

As customer expectations continue to rise, brands must move beyond generic messaging and deliver deeply relevant, context-aware experiences. In this session, Abhineet Kesarwani, Regional Director – Customer Value & Experience at Lyca Mobile Group, unpacks how AI-driven CRM and CVM strategies helped transform engagement across global telecom markets.

Backed by real case examples from global markets, Abhineet will share how his team leveraged behavioural data, predictive modelling, and dynamic MarTech platforms to deliver hyper-personalised journeys that improved retention, boosted revenue, and deepened customer loyalty.

This session is designed for CRM, digital, and marketing leaders looking to turn data into action and scale personalisation with precision. Expect practical takeaways on lifecycle design, AI orchestration, and how to build a customer engagement engine that adapts in real-time.

Speaker:

Abhineet Kesarwani

Lyca Mobile Group

Regional Director - Customer Value & Experience, Digital

Abhineet Kesarwani is a CRM / CVM specialist with nearly two decades of experience leading customer engagement and personalisation strategies for some of the world’s most recognised telecom brands. In his current role at Lyca Mobile Group, he oversees customer value and digital experience across global markets, driving revenue growth, loyalty, retention, and data-led personalisation.

With career experience spanning the US, UK, Europe, Middle East, Africa, and Asia, Abhineet blends a global perspective with deep regional insight. He has held both in-house leadership roles and consulting positions with major operators like Vodafone, Airtel, du, Maxis, and StarHub, as well as with IT and SaaS solution providers delivering MarTech and CRM platforms at scale.

Abhineet is passionate about helping businesses unlock customer lifetime value through data-driven decisioning, behavioural segmentation and meaningful omnichannel journeys.

15:30 - 15:50

Engagement Marketing

Websites are Dead

Presentation

The Role of Personalisation

In the AI era, traditional enterprise websites built on static menus and navigation trees are losing relevance. Customers expect instant, conversational interactions instead of hunting through pages for information or services. Conversational AI delivers faster, more personalized engagement—replacing outdated clicks with intuitive, human-like dialogue.

At CommBox, we’re excited to introduce the first conversational website for enterprises: an additional layer on your existing site that transforms static experiences into dynamic, AI-driven conversations, enhancing customer journeys and streamlining support.

Speaker:

Dvir Hoffman

CommBox

CEO

As the current CEO of one of the leading AI-based customer service and engagement solutions in our market, Dvir has over two decades of experience in technology innovation and product strategy. Dvir has pioneered several innovations in the realm of CX technologies, guiding them from their inception and transforming them into award-winning global CX and enterprise solutions. His original vision on AI bots that can easily resolve complex inquiries is catalyzing a revolution in the customer experience domain as a way to radically reduce contact center load.

15:50 - 16:10

Engagement Marketing

The Art and Science of Personalised Customer Marketing

Panel Discussion

The Role of Personalisation

Personalised marketing combines creativity with data-driven insight to deliver experiences that truly resonate with customers. This session explores how brands are blending technology and human understanding to create relevant, respectful, and effective personalisation strategies. Panellists will share approaches to balancing automation with authenticity, navigating privacy considerations, and measuring real business impact.

What to expect:

How to blend creativity and data to deliver meaningful personalisation
Striking the right balance between automation and human insight
Addressing privacy and ethical challenges in personalised marketing
Measuring the effectiveness and ROI of personalisation strategies

Speaker:

Nessa O'Gorman

Expedia Group

Director, Product Management

Nessa is a visionary Product Director transforming business outcomes through strategic innovation and customer centered solutions. Currently leading one of Expedia Group's top strategic initiatives, revolutionising CRM capabilities through hyper personalisation and AI driven contextual awareness initiatives. With expertise spanning multiple industries, she bridges strategy and execution to build high performing teams delivering impactful products at scale.

Also an accredited high performance welness coach, Nessa is passionate about helping busy people achieve sustainable performance through practical lifestyle shifts. She is an expert in her field at addressing the intersection of performance and wellbeing.

16:10 - 16:40

Engagement Marketing

Coffee & Networking

Break

17:00 - 17:20

Engagement Marketing

Legal & General Case Study: Engaging the Unengaged – Customer-Centric Innovation in Workplace Pensions

Case Study

Measuring the Effectiveness of Marketing

Discover how Legal & General is tackling a unique engagement challenge - reaching 6 million workplace pension customers who never actively chose L&G as their provider. Leading a major customer-centric transformation, the team is redesigning every aspect of communication and service for audiences who may feel disconnected from their pension journey. Legal & General is personalising outreach, making pensions more relevant, and aiming to boost engagement in response to growing government concern about inactive savers. Gain practical insights into creating connection and value for “inherited” customers, deploying technology for targeted engagement, and building strategies that transform compliance-driven communications into experiences that truly matter—turning pension engagement from an obligation into an opportunity for lasting impact.

Speaker:

Sean Philip

Legal & General

Customer Engagement & Activation Director

Sean has recently been appointed Customer Engagement & Activation Director at Legal & General, having held various positions within the pensions, investment & insurance firm since he joined in 2020.

Sean is responsible for the development and execution of L&G’s customer engagement strategy - combining technology, data and insight to improve customer experiences and drive positive outcomes.

Prior to his current role, Sean was responsible for Non-Advised Sales for L&G’s Retail Protection D2C distribution business, with a particular focus on bridging the gap between online and telephony new-business journeys, and has also held senior Marketing positions within L&G’s Retail Annuities and Financial Advice businesses.

Sean has also held senior roles in marketing agencies, supporting brands in automotive (Ford, Toyota), FMCG (P&G, Unilever), energy (EDF), consumer electronics (LG) and retail (LEGO, Uniqlo), to create award-winning customer acquisition strategies with engagement at their core.

He is a keen advocate for ensuring financial services businesses meet and exceed consumer expectations, and regularly draws inspiration from the experiences brands outside the traditional FS space are building for their customers.

17:20 - 17:40

Engagement Marketing

Insight-Driven Marketing: Measuring What Really Counts

Panel Discussion

Measuring the Effectiveness of Marketing

In today’s complex marketing landscape, knowing which metrics truly reflect success is essential. This session dives into how organisations are moving beyond vanity numbers to adopt insight-driven measurement approaches. Panellists will explore ways to combine quantitative data with qualitative feedback, align KPIs across teams, and translate measurement into actionable strategies that drive meaningful business outcomes.

What to expect:

Understanding which metrics provide real insight into marketing performance
Balancing data and customer feedback to measure success holistically
Aligning measurement approaches across different marketing channels and teams
Using insights to continuously improve marketing impact and ROI

17:40 - 19:00

Engagement Marketing

The Night Summit

09:00 - 09:05

Loyalty, Retention & Growth

Chair's Opening Remarks

Introduction

Cross-Generation Engagement Tactics

Welcome to the Growth, Loyalty & Retention stage, hosted by Andrew Hough, Associate Professor of Sales Leadership & Performance at Cranfield University. With a career dedicated to building high-performing sales teams, Andrew brings expert insight into how organisations can unite service, marketing, and sales for sustainable growth. Today’s agenda explores practical strategies to break down functional silos and create seamless, customer-centric journeys that drive loyalty, retention, and commercial success. Guided by Andrew’s research-driven approach, expect actionable frameworks, real-world case studies, and current thinking on how integrating service excellence with marketing and sales can turn every customer interaction into a moment of value - for your business and your brand.

Speaker:

Andrew Hough

Cranfield University

Associate Professor Sales Leadership & Performance

Andrew has spent all of his working life in sales. Starting in financial services in Lloyds, then Barclays Asset Finance initially in Manchester, then London. The foundations gained in selling externally and internally, the need for asset finance loans (externally) and the . acceptable risk (internally), have never been lost on him. From there he moved to GE Capital and ran their joint venture with Sun Microsystems Ltd, and from there to EMC2 Inc (now part of Dell). He held roles from need of customer financial services (UK and EMEA levels), through to Director EMEA Sales enablement. In that role understanding sales learning and tool needs and developing programs for growth, were critical and Andrew’s relationship with Cranfield began there. He also held roles in specialist sales and core storage group sales with 2000 sellers under leadership. Leaving after 16 years he founded the Association of Professional Sales, focused on developing sales into a recognised profession and placing it on parity with other professions. Following a merger with the ISM the Institute of Professional Sales was formed with 8000 members world-wide. As founder Andrew stays actively involved with thought leadership and research which links to his role as researcher in sales at Cranfield University. Passionate about sales at every level Andy supports organisations embrace you learning methodologies and frameworks for sales ecosystems. He lives in Highgate, with wife Alison (his personal CEO and Managing Partner of EY), their two children, and mad working cocker (who has never worked in her life).

09:05 - 09:25

Loyalty, Retention & Growth

Decoding Loyalty & Retention: The Future of Customer Commitment

Presentation

Cross-Generation Engagement Tactics

We're kicking off the Growth, Loyalty & Retention stage with an exclusive look at the latest research defining the new rules of loyalty and retention. This forward-thinking session unpacks what truly drives customers to stay, recommend, and grow with brands in today’s noisy, choice-filled marketplace. Discover fresh data on the factors shaping trust, value, and advocacy - from seamless omnichannel experiences to emotional connection, proactive service, and personalised rewards. With insight into emerging trends and practical strategies for converting engagement into genuine retention, this keynote sets the agenda for building lasting relationships and sustainable growth. Whether your focus is service, marketing, or sales, you’ll leave inspired to rethink how your organisation creates value that endures.

09:45 - 10:05

Loyalty, Retention & Growth

Loyalty Without Limits: Engaging Customers Across Generations

Panel Discussion

Cross-Generation Engagement Tactics

Building lasting loyalty in today’s diverse marketplace means connecting authentically with customers across all generations. This session explores how brands can develop engagement strategies that resonate with different age groups, balancing personalisation with consistent brand experience. Panellists will share practical tactics for overcoming generational gaps, fostering emotional connections, and measuring the success of multi-generational loyalty programmes.

What to expect:

Insights into the unique values and behaviours of different generations
Strategies to personalise engagement while maintaining brand consistency
Overcoming challenges in uniting diverse customer segments under one loyalty approach
Key metrics and feedback mechanisms for cross-generational loyalty success

Speakers:

Clare Pitts

Pilgrim's Food Masters

Consumer Relations Manager

Forward thinking, dynamic Customer Service Manager with extensive experience within multi-national FMCG environments.

Focused on providing excellent customer journey experience whilst keeping in mind business objectives to grow sales and protect reputation. Known as a trusted business partner, influencing and guiding global key stakeholders through use of data analysis and KPI’s to drive change and maximise performance.

Adam Mills

The Wine Society

Head of Insight, Loyalty & Strategy

With over a decade of experience in digital, data, marketing, and insight, Adam has worked with businesses of all sizes to create long-lasting impact and build customer trust, confidence and belonging — from fast-growing start-ups and scale-ups through to some of the world's biggest brands, such as BT and Tesco. A strong and vocal advocate for loyalty, retention, and creating meaningful experiences, he's always on the lookout for opportunities to drive connection and lasting value for both the business and the consumer. Now leading insight, loyalty, and strategy at The Wine Society, one of the UK’s largest membership organisations, he remains as passionate as ever about ensuring customers are at the heart of every decision.

10:45 - 11:05

Loyalty, Retention & Growth

Beyond the Divide: Why Retention and Loyalty Are Two Sides of the Same Customer Lifetime Value Coin: In Conversation With Divya Kerslake, Head of Customer Marketing at Utility Warehouse

Interview

Reducing Churn and Increasing Win-Backs

Speaker:

Divya Kerslake

Utility Warehouse

Head of Customer Marketing

Divya’s career and expertise has spread across two very different industries over 15+ years, but always with the common focus of the end customer and their experience. She started at Microsoft working on Xbox and moved to Virgin to define and establish their group wide loyalty scheme Virgin Red. Her global roles and varied experience have established her as a leader within the customer growth and engagement area.

11:05 - 11:25

Loyalty, Retention & Growth

Retention and Redemption

Presentation

Reducing Churn and Increasing Win-Backs

Speaker:

Khaled Miah

Zoho

Regional Account Manager

11:25 - 11:45

Loyalty, Retention & Growth

Retention in Action: Strategies for Reducing Churn and Regaining Customers

Panel Discussion

Reducing Churn and Increasing Win-Backs

Customer retention is vital for sustainable growth, but reducing churn and winning back customers require focused strategies and insight. This session will explore how organisations identify churn risks early, personalise retention efforts, and design compelling win-back campaigns. Panellists will share best practices and measurable approaches to rebuild loyalty and maximise customer lifetime value.

What to expect:

Early warning signs and data-driven approaches to predict churn
Personalising retention efforts to resonate with diverse customer segments
Effective tactics for re-engaging and winning back former customers
Metrics and frameworks to measure retention and win-back success

Speaker:

James Vukashin

phs Group

Head of Customer Experience and Customer Excellence

As the Head of Customer Experience at phs Group, my focus is on orchestrating unparalleled service delivery through expert CRM strategies and robust people leadership. My journey includes steering a national contact centre, retentions team, change team as well as other support functions, where leadership and operational excellence have been my cornerstones.

With a track record of fostering team growth and implementing business change, I'm using my skills and knowledge to deliver success to phs. I am committed to balancing business objectives with customer satisfaction, driven by a zest for people development.

11:50 - 12:10

Loyalty, Retention & Growth

Biffa Case Study: Improving the Customer Retention Process

Case Study

Measuring and Improving Retention Rates

Customer retention is often identified as the quickest and easiest way to retain levels of revenue and profit within any industry, and the quote of ‘it’s cheaper to retain an existing customer’ may be a bit of a cliché, but it’s true! With a historic attitude within Biffa of ‘we can always sell to more customers’, join this presentation to find out how Biffa have used continuous improvement methodologies to turn around this attitude, changing the focus to retaining existing customer as well as gaining new ones. The new processes put in place have delivered greater retention rates, higher CSAT scores, delivered a consistent process and ultimately reduced customer turnaround times.

Speaker:

Jo Eighteen

Biffa

Head of Customer Experience

As the Head of Customer Experience at Biffa, Jo has over 25 years’ experience in customer service and CX management across a number of different sectors. Previously working in Financial Services and the Automotive industry, Jo has led customer contact centres across multiple customer segments, implemented and managed voice of customer programmes and TQM initiatives, and as a Lean Six Sigma Black Belt, has managed multiple continuous improvement projects. In her current role, Jo has led the creation of a CX function within Biffa, establishing a team covering CX Data & Insight, CX Strategy & Communication and CX Business Improvement to change process, culture and behaviour within the company.

12:30 - 12:50

Loyalty, Retention & Growth

The Retention Playbook: Strategies for Sustained Customer Growth

Panel Discussion

Measuring and Improving Retention Rates

Retention is a critical driver of sustainable growth and customer lifetime value. This session will explore how organisations accurately measure retention rates, analyse key behaviours, and implement targeted strategies to boost loyalty. Panellists will share best practices for turning data into actionable insights and continuously refining retention programmes to deliver lasting impact.

What to expect:

Proven methods for tracking and interpreting retention metrics
Understanding the customer behaviours that influence loyalty and churn
Practical strategies to increase retention and reduce attrition
Leveraging ongoing measurement to enhance retention initiatives

Speaker:

Tom Kirby

Mindvalley

Head of Customer Experience

Tom Kirby is a CX leader at Mindvalley. With over 15 years in customer support and experience, he's passionate about helping businesses improve retention and ensure customer success, understanding the importance of creating long-term value and fostering strong customer relationships

12:50 - 14:05

Loyalty, Retention & Growth

Lunch & Networking

Break

14:05 - 14:25

Loyalty, Retention & Growth

Blueprint for Client Lifetime Value: Optimising Every Touch Point for Predictable Growth

Case Study

Customer Lifetime Value (CLV) Optimisation

In today’s B2B world, maximising client lifetime value demands a joined-up approach at every stage of the client journey. With decision making involving more stakeholders and higher expectations than ever, fragmented experiences are no longer acceptable.

This session reveals how the most effective organisations optimise every touch point—not only to enhance customer impact, but also to improve supplier efficiency and effectiveness across the business.

We will share the latest, proven ways to streamline and align your buyer journey using AI at each stage of the lifecycle, making it easy to deliver value at scale.

Expect practical, instantly implementable approaches you can apply immediately to drive retention, expansion and predictable revenue growth.

By the end of this session, you will:

Recognise why client lifetime value hinges on a seamless experience at every interaction, not just on winning the initial deal
Understand how to optimise both customer impact and supplier efficiency/effectiveness at every stage of the buyer lifecycle
Discover the latest applications of AI that streamline and elevate each touch point for both buyers and your teams
Pinpoint where your buyer journey falls short and where revenue, loyalty or growth are at risk

Leave equipped with a clear blueprint and practical, immediately actionable steps to benchmark, optimise and orchestrate every stage for greater client lifetime value and sustainable, predictable growth

Speaker:

Raoul Monks

Flume

Founder and CEO

Raoul is the Founder and CEO of Flume Sales Training and a global thought leader on B2B sales. He cuts through the noise surrounding sales and simplifies complex research into actionable insights that are 100% focussed on driving revenue.

14:25 - 14:45

Loyalty, Retention & Growth

Unlock the Hidden Potential of Your Customer Base: Insights from Maison 123 and Alltricks

Presentation

Customer Lifetime Value (CLV) Optimisation

Join Brevo to explore how real life businesses Maison 123 and Alltricks have turned their customer bases into engines of profitable growth. Discover innovative strategies like mobile wallets and AI-driven segmentation that are redefining customer relationships and maximizing interaction value amidst rising acquisition costs.During this workshop, you'll learn to:

Drive organic growth through existing customers
Implement proven strategies from leading companies
Gain actionable insights from real-life cases and figuresWalk away with ideas you can apply immediately to boost your business!

Speaker:

Will Hearn

Brevo

Director of Sales EMEA

Will Hearn is an expert in customer engagement and loyalty, helping companies of all sizes simplify their tech stack and boost client relationships. His strategic insights and innovative approaches make him a sought-after speaker and advisor.

14:45 - 15:05

Loyalty, Retention & Growth

From Acquisition to Advocacy: Elevating Customer Lifetime Value

Panel Discussion

Customer Lifetime Value (CLV) Optimisation

Accurately measuring and maximising Customer Lifetime Value (CLV) is a complex but essential part of sustainable growth. This session explores the challenges organisations face in quantifying CLV, identifying high-value customer segments, and scaling personalised strategies to boost long-term loyalty. Panellists will also discuss how to balance short-term revenue pressures with long-term value optimisation to build lasting customer relationships.

What to expect:

Overcoming obstacles in measuring and understanding CLV
Techniques for segmenting and prioritising customers by lifetime value potential
Scaling personalisation efforts to increase customer value across groups
Balancing immediate financial goals with strategies for long-term growth

Speaker:

David Walker

OVO

Head of Lifetime Customer Value

David Walker is Head of CRM at OVO Energy where he manages customer retention and value. With a background in media he brings a focus on commercial outcomes and customer value through customer lifecycle management.

15:10 - 15:30

Loyalty, Retention & Growth

AutoTrader Case Study: Loyalty in Motion – How AutoTrader Turns Insight into Long-Term Customer Relationships

Case Study

Building Effective Customer Loyalty

Discover how AutoTrader is redefining customer loyalty in the digital automotive marketplace under the direction of David Hawksworth, Customer Engagement Director. With over 63 million monthly visits and partnerships spanning thousands of retailers, AutoTrader puts advanced data, transparency, and real-time customer feedback at the heart of its loyalty strategy. David will share how the team connects insights directly to action - using tools like personalised communications, real-time NPS collection, and seamless digital journeys to both anticipate needs and resolve issues faster than ever. Learn how AutoTrader evolves engagement tactics to serve customers who didn’t actively choose the platform, builds trust with clear information and transparent reviews, and measures loyalty through both behaviour and sentiment. Gain practical ideas on using technology and customer insight to nurture lasting relationships, stand out in a crowded market, and deliver tangible value at every step of the customer journey.

Speaker:

David Hawksforth

Auto Trader UK

Customer Engagement Director

David's journey is testament to his versatility and expertise across industries.

After a thriving channel management career in the enterprise computing arena, David ran his own marketing agency, honing his skills in strategic marketing and client engagement before following his passion for automotive as Head of Trade Marketing & Analytics for News UK's prestigious automotive brand, Sunday Times Driving.

In 2015 David joined Autotrader, since when he has held several senior positions including Sales Director. Now, as Customer Engagement Director for the business, David is focused on driving customer engagement, with some phenomenal results.

15:50 - 16:10

Loyalty, Retention & Growth

Lasting Loyalty: Strategies for Meaningful Customer Relationships

Panel Discussion

Building Effective Customer Loyalty

True customer loyalty goes beyond points and perks—it’s about creating meaningful, lasting relationships that inspire ongoing engagement and advocacy. This session explores how organisations can deepen loyalty through personalised experiences, emotional connections, and consistent value delivery. Panellists will share insights on moving beyond transactional loyalty to create authentic brand relationships that stand the test of time.

What to expect:

Understanding the difference between transactional and emotional loyalty
Personalisation strategies that resonate and build connection
The impact of trust and brand values on long-term loyalty
Measuring and evolving loyalty programmes for sustained success

16:10 - 16:40

Loyalty, Retention & Growth

Coffee & Networking

Break

17:00 - 17:20

Loyalty, Retention & Growth

Stewardship Case Study: Bridging the Divide – B2B vs B2C Engagement in Action

Case Study

B2B versus B2C Engagement

Explore how Stewardship navigates the distinct challenges and opportunities of engaging a varied customer base. This case study reveals the tailored strategies Stewardship uses to build trust, drive value, and sustain relationships in both B2B and B2C contexts. Discover practical examples of how the team adapts messaging, journey design, and support - balancing the high-touch, consultative requirements of business partnerships with the personalised, responsive approach demanded by consumers. Learn lessons from Stewardship’s experience that highlight what works, what doesn’t, and how clarifying needs at each level creates deeper loyalty and better outcomes across every audience.

Speaker:

Lyndall McCarthy

Stewardship

Head of Customer Experience

I’m a creative, innovative, strategic design professional. I love connecting dots. I’m passionate about people, their needs, and delivering experiences that release their potential to achieve brilliant things through connection, community and meaning.

17:20 - 17:40

Loyalty, Retention & Growth

Tailored Engagement: Navigating the Differences Between B2B and B2C

Panel Discussion

B2B versus B2C Engagement

B2B and B2C customers demand distinct approaches to engagement and loyalty. This session dives into the unique expectations, behaviours, and relationship dynamics that define these markets. Panellists will share strategies for tailoring messaging, personalisation, and loyalty programmes to suit each audience, ensuring lasting connections and measurable growth.

What to expect:

Key distinctions between B2B and B2C customer engagement
Personalisation tactics tailored to each market’s needs
Building loyalty in long-term B2B relationships versus fast-paced B2C environments
Metrics and methods for measuring engagement success in both contexts

Speakers:

Edward Sims

EnviroVent

Customer Experience Director

Commercially focused, results driven professional who swiftly builds strong relationships based on trust with stakeholders. Understands the full customer journey to deliver business solutions, through data driven analysis, that support strategic aims.

A range of experience working within fast-moving, entrepreneurial businesses. Committed, self-motivated individual who is comfortable working with the ambiguity that goes with delivering change, thrives on achieving leadership excellence and enhancing customer and colleague experiences.

Carl McCartney

Les Mills

Global Sales Enablement Director (Global Markets)

17:40 - 19:00

Loyalty, Retention & Growth

The Night Summit

10:45 - 11:45

Focus Groups

Beyond Satisfaction: Cultivating True Customer Loyalty in an AI-Driven World

Roundtable

This roundtable will delve into the exciting yet complex intersection of artificial intelligence and genuine customer loyalty. In an era where technological advancements are rapidly reshaping how businesses interact with their customers, the challenge lies in leveraging AI to enhance, rather than diminish, the human connection that underpins true loyalty. We'll explore how to move beyond mere satisfaction to cultivate deep, lasting relationships in a digitally-accelerated world.

Speaker:

Richard Davey

Reputation

Director, Customer Success - EMEA

Rich brings a wealth of experience in the customer success sector, with a proven track record of helping clients leverage CX and online reputation software to achieve their growth objectives. A commercially astute leader, Rich has successfully developed strong client partnerships that drive mutual value and long-term success. In his current role at Reputation, Rich is passionate about guiding businesses to overcome their unique challenges through the effective use of technology. His work focuses on transforming customer interactions and ensuring that software solutions translate into tangible business outcomes. Throughout his career, Rich has specialised in customer success leadership, strategic problem-solving, and fostering customer-centric values within teams. He is committed to empowering organisations to maximize their brand with Reputation’s platform - ensuring they achieve sustainable growth and build lasting customer relationships.

10:45 - 11:45

Focus Groups

Is Your CX Fit for the Future?

Roundtable

CX is changing fast so it’s important you’re always one step ahead and making the most of the tools and technologies available to you.

In this interactive session, join Iain Banks, CEO, Ventrica and peers across CX leadership to take the pulse of your customer experience strategy - and help you act on it.

Expect candid conversations, peer insights and expert input plus practical takeaways you can apply immediately, shining a spotlight on real transformation stories in the industry.

Speaker:

Ian Banks

Ventrica

CEO

As Chief Executive Officer at Ventrica, I lead a bold, passionate team dedicated to reshaping the future of customer experience. We sit at the intersection of human empathy and digital innovation - delivering emotionally intelligent, revenue-generating CX solutions for some of the world’s most ambitious brands. With over 27 years in the contact centre industry, I bring deep expertise in CX, CRM, and digital transformation, underpinned by a proven record in strategic growth, operational excellence, and partnership-led success. My focus is on creating real impact - by blending smart technology with the human touch that builds trust, loyalty, and long-term value. I believe that exceptional customer experience starts with empowered people, shared ambition, and a relentless commitment to quality. At Ventrica, we don’t just support customer journeys - we elevate them. We turn everyday conversations into brand-defining moments that drive connection, loyalty, and growth. engine. We do that by championing best practice, embracing change, and blending smart technology with the human empathy that builds trust and loyalty. But more than anything, I believe in people. Whether it’s our clients, our colleagues, or the customers we serve - I’m driven by a desire to empower, collaborate, and continually raise the bar. At Ventrica, we don’t just manage interactions. We create moments that matter - fuelled by insight, powered by innovation, and always delivered with heart.

10:45 - 11:45

Focus Groups

Beyond the Chatbot: Where CX Leaders Should Start With AI Agents

Roundtable

AI is on every CX leader’s agenda, but while the ambition is clear, the path forward isn’t always. Most teams are still asking: where do we start, how do we scale, and how do we build customer trust along the way?

In this interactive roundtable, Suveer Kothari, Head of UK at Sierra, will lead a candid discussion with CX leaders across Europe on what it really takes to move from rule-based bots to AI agents that act in real time, solve complex problems, and reflect your brand’s voice and values.

We’ll explore how companies are choosing their first use cases, navigating cross-functional collaboration, and defining success beyond cost reduction. Whether you’re early in your journey or scaling fast, this session is designed to spark practical insights—and leave you with ideas you can apply right away.

Discussion themes will include:

Where companies are starting: which use cases feel most urgent or most achievable?
What “on-brand” AI looks like in practice, and how teams are safeguarding trust across channels
How CX and tech teams are working together to move faster, from pilot to production

Speaker:

Suveer Kothari

Sierra

Head of UK

Suveer is passionate about growing products, businesses and teams. He is currently advising companies on identifying breakthrough products, and scaling their business to hit their goals.

In his time at Google, he has worked across the company to build:
- new platforms (TV, Smart home, Gaming, Health, Energy)
- products (Chromecast, Google Home, Nest, YouTube)
- services (Google One, Display & Video Ads etc)

His roles include commercial go to market, business operations, partnerships and product management, and he has been responsible for $x bn P&L's. Key Skills include:

P&L Leadership & Growth driver: Proven track record scaling products to multi-billion dollar revenues across 30+ global markets, with deep expertise in new business creation, P&L management, and sustained growth in complex, competitive markets. A focus on an ethical, collaborative approach with proven ability to influence Boards and C-suites.

10:45 - 11:45

Focus Groups

AI Agents for Customer Service: From Pain Points to Scaled Pilots

Roundtable

In this interactive roundtable, we’ll unpack the biggest pain points in customer service - from speed to channel coverage - and explore how conversational AI can address them. A lightning talk will set the stage, followed by structured peer discussions on build-vs-buy decisions, internal ownership models, and KPIs that move pilots to production. You’ll leave with peer-tested insights, a clearer roadmap, and fresh perspectives from leaders across CX, Delivery, Ops, Tech and Transformation.

12:10 - 13:10

Focus Groups

The UK CX Report 2025: Deep Dive Into the Science of Strong Relationships

Roundtable

Join Jean-Francois Damais, Ipsos’ Global Chief Research Officer to deep dive into the 2025 UK CX Report Findings.

Using the Ipsos Forces of Customer Experience as a framework for the discussion; join the conversation to explore, ideate and take away key learnings and best practices:

How to define experience basics (or hygiene factors) that should be present in EVERY customer experience
How to identify added value and experience differentiators to improve customer outcomes
Double click on ‘Fair Treatment’ - Where there is a disconnect between effort from the customer and your brand; and how to rectify the balance
Empowering customers through ‘control’ and ‘certainty’ – How do you provide customers with clear information and meaningful choices?
Elevating experiences with ‘status’, ‘enjoyment’ and ‘belonging’ – What is your brand doing to weave in moments of delight into experiences
Navigating trust and how to deliver emotionally connected experiences to customers across generational divides

As the architect of the Forces of Customer Experience, ask Jean-Francois anything about the framework, the research & development behind it and the examples of how brands have used this to improve customer experience.

Speaker:

Jean-Francois Damais

Ipsos

Global Chief Research Officer, Customer Experience

14:05 - 15:05

Focus Groups

Putting Loyalty & Retention Programmes Into Practice

Roundtable

In this round-table discussion, Robert will build on the themes delivered by Khaled's speech "Reducing Churn and Increasing Win-Back."
He will cite specific examples of how integrated technical solutions can be built to monitor customer satisfaction, respond to problems, capitalise on victories and recover losses.
We expect the discussion to go beyond technology to the vital contribution people make to customer relationships. Robert encourages attendees to bring examples of their own practices that have been successful or not-so successful.

Speaker:

Robert Simpson

Zoho

Director of Business Development

No results for current selection

Thursday 09 October 2025

Main Stage

Chair's Opening Remarks

09:00 - 09:05

Research Reveal: The Total Experience: Your Brand, Their Journey

09:05 - 09:25

Leading Customer-Centric Transformation: From Vision to Sustainable Impact

09:45 - 10:05

Coffee & Networking

10:05 - 10:45

The UK CX report 2025: Navigating Trust, Digital Transformation and Generational Divides

10:45 - 11:05

Driving Digital Customer Engagement: Real-World Personalisation That Works

11:25 - 11:45

Building Britain’s Most Recommended Bank: In Conversation with Claire Braines, Executive Director – Head of Banking Operations, JPMorgan Chase & Co.

11:50 - 12:10

Transforming Customer Contact for the Demands of Tomorrow

12:30 - 12:50

Lunch & Networking

12:50 - 14:05

RS Group Case Study: Mastering the Data-Driven Journey - Our Blueprint for Global Engagement

14:05 - 14:25

From Data to Action: Building a Truly Insight-Led Customer Strategy

14:45 - 15:05

IKEA Case Study: Can We Fall in Love with a Brand? How AI is Rewriting Loyalty and Emotion

15:10 - 15:30

Clarity Environmental Case Study: Building an Award-Winning Customer Service Team

15:30 - 15:50

Redefining Loyalty: Creating Lasting Connections in a Changing Customer Landscape

15:50 - 16:10

Coffee & Networking

16:10 - 16:40

NatWest Case Study: Our Purpose Led Transformation Journey

16:40 - 17:00

Strategy & Leadership in Focus: Embedding Customer-Centric Thinking Across the Business

17:20 - 17:40

The Night Summit

17:40 - 19:00

Future of The Contact Centre

Chair's Opening Remarks

09:00 - 09:05

Setting the Benchmark: Inside the 2025 UK Contact Centre Decision-Makers’ Guide

09:05 - 09:25

Striking the Balance: Enhancing Service Quality and Efficiency in the Contact Centre

09:45 - 10:05

Coffee & Networking

10:05 - 10:45

Liverpool FC Case Study: Winning Leagues and Loyalty: How Liverpool FC Sets the Standard in Fan Experience

10:45 - 11:05

Time up for Offshoring? Why the CX Value Equation Is Changing – Fast!

11:05 - 11:25

Best Practice in Action: Enhancing Service in the Modern Contact Centre

11:25 - 11:45

HSBC Case Study: Social Media Transformation – Setting the Standard for Award-Winning Customer Engagement

11:50 - 12:10

Mastering Multi-Channel Support: Building Seamless, Scalable Customer Journeys

12:30 - 12:50

Lunch & Networking

12:50 - 14:05

NewDay Case Study: Empowering Colleagues Through Technology

14:05 - 14:25

Skepticism to Scale: How Contact Centres Are Adopting Ai Today

14:25 - 14:45

Smarter Tech, Better Service: Delivering Real Impact in the Contact Centre

14:45 - 15:05

NHS Shared Services Case Study: Proactive Customer Service Strategies – Delivering Excellence at Scale

15:10 - 15:30

Future of Customer Service: AI + Knowledge Management

15:30 - 15:50

Proactive by Design: Rethinking Customer Service in a Predictive World

15:50 - 16:10

Coffee & Networking

16:10 - 16:40

London Borough of Barking and Dagenham Case Study: A New Era of Contact Centres Is Here. Will You Seize the Opportunity or Miss the Moment?

17:00 - 17:20

Investing from Within: Training, Culture and Motivation in the Modern Contact Centre

17:20 - 17:40

The Night Summit

17:40 - 19:00

Customer Contact

Chair's Opening Remarks

09:00 - 09:05

UK Customer Satisfaction: Shaping the Future with Evidence, Empathy, and Impact

09:05 - 09:25

Not Just a Pilot: How an Insurance Company Went Live, Scaled, and Changed the Customer Experience With AI Agents

09:25 - 09:45

Right Moment, Right Response: Delivering Real-Time Adaptive Support at Scale

09:45 - 10:05

Coffee & Networking

10:05 - 10:45

West Sussex County Council Case Study: Empowering the Front Line – Transforming Customer Experience Through Co-Creation With the People Closest to the Customer

10:45 - 11:05

Smart Support: Making AI & the Human Touch Work for Genuine Customer Interactions

11:25 - 11:45

Santander Case Study: Digital-First Engagement Strategies – Driving Service Innovation

11:50 - 12:10

Redefining Digital-First: Balancing Convenience, Personalisation and the Human Touch

12:30 - 12:50

Lunch & Networking

12:50 - 14:05

Migrating from Telephony to Chat: Lloyds Banking Group’s Messaging CX Transformation

14:05 - 14:25

From Channels to Journeys: Delivering a Truly Seamless Omnichannel Experience

14:45 - 15:05

Financial Times Case Study: Transforming Customer Care with AI and Automation – A Journey of Innovation and Impact

15:10 - 15:30

Automation in Action: Building Intelligent, Connected Customer Journeys

15:50 - 16:10

Coffee & Networking

16:10 - 16:40

Intelligent Connections: Vanguard & Invoca's Blueprint for High-Value Customer Engagement

16:40 - 17:00

Landmark Information Group Case Study: When Tech and Service Align for Success

17:00 - 17:20

Smarter Support: The Role of Virtual Assistants and Technology Integration in Modern Service

17:20 - 17:40

The Night Summit

17:40 - 19:00

Customer Experience Management

Chair's Opening Remarks

09:00 - 09:05

Framing Societal Trends Through the Lens of Customer Experience

09:05 - 09:25

Beyond the CX Team: Embedding Experience-Led Engagement Across the Business

09:45 - 10:05

Coffee & Networking

10:05 - 10:45

E.ON Next Case Study: Embedding a Customer-Centric Culture for Sustainable Success

10:45 - 11:05

Embedding Customer Centricity: Turning Values into Everyday Practice

11:25 - 11:45

Measuring and Improving Customer Outcomes: In Conversation with Rebecca Brooks-Daw, Head of Group Customer Experience at The AA

11:50 - 12:10

From Feedback to Forward Motion: Turning Insight into Improvement

12:30 - 12:50

Lunch & Networking

12:50 - 14:05

Silverfin Case Study: Your Customer Journey, Their Way - Be the Compass, Not the Map

14:05 - 14:25

Making the Map Matter: Aligning Teams and Driving Improvement

14:45 - 15:05

Building Effective CX Management: In Conversation with Lucie Child, Head of Customer, Transport for Greater Manchester

15:10 - 15:30

Successful CXM Strategies in a Digital Era

15:30 - 15:50

Leading CXM in a Digital-First World: Strategy, Mindset and Measurable Impact

15:50 - 16:10

Coffee & Networking

16:10 - 16:40

Emotive CX: Taking your CX further

16:40 - 17:00

London Borough of Camden Case Study: Driving Service Excellence Through Resident Insight

17:00 - 17:20

From Listening to Action: Making the Voice of the Customer Count

17:20 - 17:40

The Night Summit

17:40 - 19:00

Data, Insights and Analytics

Chair's Opening Remarks

09:00 - 09:05

Research Reveal: From “We” to “Me” - The New Rules of Brand Trust

09:05 - 09:25

Real-Time Data, Real Results: Using Analytics to Enhance Engagement

09:45 - 10:05

Coffee & Networking

10:05 - 10:45

Great British Railways Transition Team (GBRTT) Case Study: The Rail Customer Experience Survey

10:45 - 11:05

From Fragmented to Connected: Building a Unified Customer Data Strategy

11:25 - 11:45

Utility Warehouse Case Study: Reimagining Digital Experience – Our Data-Driven Customer Journey

11:50 - 12:10

From Data to Design: Optimising Customer Journeys That Deliver

12:30 - 12:50

Lunch & Networking

12:50 - 14:05

Porsche Case Study: Using Customer Excitement to Power Journey Improvement

14:05 - 14:25

The Future in Focus: Using Predictive Analytics to Drive Engagement

14:45 - 15:05

AutoTrader Case Study: Reframing Electric Vehicle Adoption and Myth Busting

15:10 - 15:30

CX of the Future: What Lego Bricks, Bath Bombs and Strawberry Sandwiches Are Telling Us

15:30 - 15:50

Insight in Focus: Mastering Customer Data Visualisation

15:50 - 16:10

Fortnum & Mason Case Study: Listening Beyond Words: Finding Meaning in What Customers (Don’t) Say

17:00 - 17:20

Enhancing Customer Insights: Driving Engagement with Data-Driven Understanding

17:20 - 17:40

The Night Summit

17:40 - 19:00

Engagement Marketing

Chair's Opening Remarks

09:00 - 09:05

Marketing’s New Frontier: Redefining Engagement Through Data, Creativity, and Connection

09:05 - 09:25

Omnichannel in Action: Creating Seamless Journeys that Convert and Engage

09:45 - 10:05

Coffee & Networking

10:05 - 10:45

Global Radio Case Study: Connecting Fans Worldwide – Customer Content Innovation via the Oasis Tour App

10:45 - 11:05

Relevant Content, Real Engagement: Winning Customer Attention

11:25 - 11:45

Dr. Martens Case Study: So You’re Thinking of Implementing a Customer Data Platform? 10 Hard-Earned Lessons From the Front Line

11:50 - 12:10

Data-Driven Marketing Strategies: Turning Insight into Impact

12:30 - 12:50

Lunch & Networking

12:50 - 14:05

Haleon Case Study: Building Customer Connections – A Channel-First Approach

14:05 - 14:25

From Scroll to Action: Why Gamification Wins at Engagement

14:25 - 14:45

Building Real Customer Connections: From Campaigns to Conversations

14:45 - 15:05

Lyca Mobile Group Case Study: AI-Driven Engagement: Unlocking Hyper-Personalised Customer Value at Scale

15:10 - 15:30

Websites are Dead

15:30 - 15:50

The Art and Science of Personalised Customer Marketing

15:50 - 16:10

Coffee & Networking

16:10 - 16:40

Legal & General Case Study: Engaging the Unengaged – Customer-Centric Innovation in Workplace Pensions

17:00 - 17:20

Insight-Driven Marketing: Measuring What Really Counts

17:20 - 17:40

The Night Summit

17:40 - 19:00

Loyalty, Retention & Growth

Chair's Opening Remarks

09:00 - 09:05

Decoding Loyalty & Retention: The Future of Customer Commitment

09:05 - 09:25

Loyalty Without Limits: Engaging Customers Across Generations

09:45 - 10:05

Beyond the Divide: Why Retention and Loyalty Are Two Sides of the Same Customer Lifetime Value Coin: In Conversation With Divya Kerslake, Head of Customer Marketing at Utility Warehouse

10:45 - 11:05

Retention and Redemption

11:05 - 11:25

Retention in Action: Strategies for Reducing Churn and Regaining Customers

11:25 - 11:45

Biffa Case Study: Improving the Customer Retention Process

11:50 - 12:10

The Retention Playbook: Strategies for Sustained Customer Growth

12:30 - 12:50

Lunch & Networking

12:50 - 14:05

Blueprint for Client Lifetime Value: Optimising Every Touch Point for Predictable Growth

14:05 - 14:25

Unlock the Hidden Potential of Your Customer Base: Insights from Maison 123 and Alltricks

14:25 - 14:45

From Acquisition to Advocacy: Elevating Customer Lifetime Value

14:45 - 15:05

AutoTrader Case Study: Loyalty in Motion – How AutoTrader Turns Insight into Long-Term Customer Relationships

15:10 - 15:30

Lasting Loyalty: Strategies for Meaningful Customer Relationships

15:50 - 16:10

Coffee & Networking

16:10 - 16:40

Stewardship Case Study: Bridging the Divide – B2B vs B2C Engagement in Action

17:00 - 17:20

Tailored Engagement: Navigating the Differences Between B2B and B2C

17:20 - 17:40

The Night Summit

17:40 - 19:00

Focus Groups

Beyond Satisfaction: Cultivating True Customer Loyalty in an AI-Driven World

10:45 - 11:45

Is Your CX Fit for the Future?

10:45 - 11:45

Beyond the Chatbot: Where CX Leaders Should Start With AI Agents

10:45 - 11:45

AI Agents for Customer Service: From Pain Points to Scaled Pilots

10:45 - 11:45

The UK CX Report 2025: Deep Dive Into the Science of Strong Relationships

12:10 - 13:10

Putting Loyalty & Retention Programmes Into Practice

14:05 - 15:05

Main stage

The Main Stage proudly showcases industry trailblazers presenting their insights on the future of customer engagement. These forward thinking experts delve into anticipated industry trends and technological advancements that demand our attention.

A must attend for those wanting to gain valuable foresight into evolving customer dynamics, innovative strategies, and cutting edge tools that will shape the landscape of customer interactions in the coming years.

FUTURE OF THE CONTACT CENTRE

Contact centres are rapidly changing and becoming more digital to meet evolving customer expectations for quick, efficient service. Advances in technology, such as AI, chatbots, and cloud solutions, enable personalised, seamless interactions and 24/7 support, improving operational efficiency and enhancing the overall customer experience.