Agenda

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

3000+ ATTENDEES

250+ PRESENTERS

7 Stages

2 Days

EBM---Customer-Engagement-Summit---09-10-2025-0072

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.

09:25 - 09:45

Main Stage

If AI Owns the Experience, How Will Customers Experience You?

Presentation

Customer-Centric Transformation

We are entering the era of machine customers - intelligent AI agents acting on behalf of people, making decisions, requesting support, and shaping brand interactions. In this world, websites and apps are no longer the gateway to customer experience, conversations are.

This keynote explores how Agentic AI is reshaping consumer behaviour across both service and marketing, moving interactions from clicks to dialogue, from screens to intents. We'll show why brands that fail to adapt risk being intermediated, commoditised, and ultimately chosen by AI - not by customers.

But there is a path forward.

You’ll learn how the best brands are building AI-ready foundations by:

Listening deeply across channels and journeys
Creating unified, real-time understanding of every customer
Enabling AI and humans to work together seamlessly
Activating the AI flywheel: data → insight → experience

And you’ll see why Sprinklr’s unified platform uniquely equips brands to thrive in this new era by bridging marketing, service, and AI through a single, customer-centric lens.

Speakers:

Sean Brownell

Sprinklr

Principal Solution Consultant

With a background in product and engineering spanning Accenture, Salesforce and the startup world - Sean now leads technology strategy for some of Sprinklr's largest brands. Having seen first-hand what works and what doesn't across many technology shifts, Sean brings a sharp eye for value, helping turn AI hype into real business outcomes.

Richard Wall

Sprinklr

UKI Solutions Director

Director of Solution Consulting, UKI – Sprinklr Richard Wall is a seasoned solution consulting leader at Sprinklr, overseeing the UK and Ireland. With a background at Stripe, ServiceNow, and Compuware, he excels in addressing complex enterprise challenges through a consultative, value-focused approach. Specialising in pre-sales and enterprise architecture, Richard has led digital transformation across industries, with expertise in CCaaS, service management, payments, and application monitoring. Known for his pragmatic, collaborative style, he aligns technical solutions with business goals to drive measurable outcomes.

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.

Steve Bell

Verint

VP, EMEA Solutions Consulting

Vice President of Solutions Consulting for Verint with overall responsibility for leading Verint’s Pre-Sales Solutions Consulting Team for the EMEA region - this is the team who work with our existing and prospective customers to help show how we can make them successful by using Verint's solutions.

I have 30 years of experience within the Contact Centre and Customer Engagement industry, holding multiple Solutions Consulting Management roles with a range of Contact Centre solution providers globally. This has given me a broad view of our industry that is invaluable as I regularly deliver speaking engagements at both industry and Verint events.

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.

11:05 - 11:25

Main Stage

Empowering Tomorrow’s Customer Experience Through Today’s Decisions

Presentation

Digital Powered Customer Engagement and Personalisation

Customer experience is undergoing a profound transformation.

As technology evolves at pace, how can organisations cut through the noise to identify innovations that genuinely enhance CX and deliver measurable outcomes?

AI is set to play a pivotal role in reshaping how businesses engage with customers-moving beyond traditional contact centre functions to become a strategic enabler across the entire customer journey. Those with deep insight into customer behaviour and expectations are uniquely positioned to lead this shift, helping to embed CX excellence across the enterprise.

This session explores how the right platform empowers teams to elevate customer experience through smarter journey orchestration, enhanced knowledge management, and intelligent use of data-enabling CX leaders to drive strategic value from the contact centre and beyond.

Speakers:

Huw Jones

Verint

Director, Solutions Consulting

Huw leads Verint’s specialist consulting team in EMEA – ensuring customers select and secure the most from Verint workforce management (WFM) solutions. Huw educates and inspires, having enjoyed over 20 years in tech. His customers credit him on his robust understanding of how customer behaviour drives new and innovative approaches to staffing across contact centre and back-office operations. An expert in the impact of digital contact, robotics and self-service, Huw is an advocate for using tech and the human touch to close the Engagement Capacity Gap.

Keith Barrow

Verint

Director, Solutions Consulting

Keith Barrow has been working in the Customer Experience space for over 18 years and currently leads the Interaction analytics pre-sales team for Verint EMEA. Keith has witnessed the incredible evolution of Voice of the Customer solutions that provide meaningful insights, bringing together customer feedback across channels and helping organisations measure and improve experiences they provide to customers and employees so organisations can make the right business decisions.

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

Speakers:

Anna Cook

Sky

Managing Director - Customer Service

A passionate customer champion and people leader, focused on transforming customer experiences using data, technology and brilliant people, driving value for Sky. Responsible for a large, complex customer service organisation, with teams that span in-home engineers, contact centres, CX experts and agile tech teams, Anna has been modernising customer experience across channels and spearheading the adoption of Gen AI to make things easier for everyone

Key achievements over the past few years have been:

•Delivering best-in-industry customer service with the lowest Ofcom complaints per customer

•Growing new digital services and channels that help customers 24/7 - from live chat to automated services checker

•Designing & executing partnership with Openreach to install FTTP in customers’ homes with industry beating NPS

•Obsessing about friction, reducing errors and driving up reliability to improve customer resolution and reduce wasted costs

•Improving customer experience, via market leading NPS scores (+60)

•Best in class People Engagement scores (80+) delivered via new people initiatives such as CX Circles, D&I focus, leadership model and engagement

•Built innovative, new contact centre structure, using Families (vs hierarchical rations) and introducing agile to build a continuous learning and “speedy feedback” culture

•Sponsored and championed the pioneering development of Time to Care volunteering programme. To date it has delivered over 100k weekly friendship conversations and 70k hours of community volunteering to 40 charities UK wide.

Prior to this role, Anna was Group Director of Internal Comms sitting on the UK Management Team at a time when Sky became a European business. Beyond Sky, worked for Emap Plc (Publishing) and Sage Software in marcomms, sponsorship, brand, CSR, development and HR roles

Anna is passionately from Yorkshire, but lives by the sea in Tynemouth near Newcastle, has a 12-year-old son (the love of her life!), and loves to be outside. A passionate walker, on/off runner, gym-goer and rugby-mum. Also, a voracious book reader and traveller.

Vanessa Piacente

ElevenLabs

Head of International Customer Success

Vanessa Piacente leads International Customer Success at ElevenLabs, the leader in generative voice AI. She helps global enterprises turn voice technology experiments into scalable, real-world results—from enabling multilingual service to transforming customer support. With 10 years in conversational AI, fintech, and health tech, she’s built powerhouse teams at multiple unicorn startups and knows what it takes to turn innovation into impact.

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.

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.

12:10 - 12:30

Main Stage

The Missing Link: How Voice AI is Redefining Customer Connection

Presentation

Transforming Customer Contact

Speaker:

Hugo Rayne

GM, Europe

ElevenLabs

Hugo is the General Manager for Europe at ElevenLabs, where he helps organisations harness advanced Voice AI to build more engaging, accessible and emotionally intelligent customer experiences. He is passionate about how technology can amplify human connection, elevate storytelling, and make important ideas easier to understand.

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

Paul Pugal is a highly accomplished director with extensive experience in operations, strategy, and change management across the financial services, media, and logistics industries. He is recognized for his ability to transform complex data into effective strategies that boost profitability and customer value. In his current position as Managing Director of Customer Experience at FedEx, he has successfully merged four business units, significantly digitized customer contact, and reduced phone inquiries by 400,000, achievements that earned him the prestigious FedEx 5 Star award.

Prior to his role at FedEx, Paul demonstrated his transformative leadership as COO of MyPolicy Ltd, where he overhauled a struggling operation by drastically cutting call wait times, reducing operating costs by 15%, and saving over £1.2 million annually through contract negotiations. His tenure as Customer Services Director at Autotrader was also marked by success, where he achieved a "9 out of 10" customer recommendation rate and significantly reduced credit losses. Paul's expertise is further solidified by his Master of Science in Statistics and Information Technology.

Anna Roughley

The Lending Standards Board

Deputy Chief Executive

The LSB's mission is to innovate and work with businesses that offer financial products and services to deliver better outcomes for their customers. The LSB uses pioneering Standards and Codes to tackle emerging risks and extend protections where there are gaps in the statutory framework. Anna has extensive experience in risk and compliance and is passionate about ensuring customers receive the right outcomes in the financial services sector.

12:50 - 14:05

Main Stage

Lunch & Networking

Break

14:05 - 14:25

Main Stage

RS Group Case Study: Making Seamless, Seem More

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

Speakers:

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.

Van Valdez

Financial Conduct Authority

Insight & Evaluation Lead

Van is a customer insight and engagement leader with extensive experience helping organisations turn insight and data into actionable strategy. With experience across major financial institutions spanning client, consulting, and regulatory perspectives, Van has guided teams in using research and evaluation to inform decisions, improve customer experience, and drive measurable change. Known for cutting through complexity and focusing on what delivers real value, Van brings a commercial, practical perspective to building truly insight-led customer strategies.

Mark Briers

Qualtrics

XM Solutions Strategist

Mark Briers is an XM Solutions Strategist at Qualtrics, where he designs and delivers programmes delivering value for B2B and B2C customers in all verticals. Mark is an established leader in CX and loves developing innovative omni channel solutions that enable CX transformation. Prior to working at Qualtrics, Mark worked for BT Enterprise leading their customer experience strategy, and before that, he held senior positions in various commercial and marketing roles in the telecoms sector including, du, Cable & Wireless and 02.

15:10 - 15:30

Main Stage

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: Developing a “Forever Client” Strategy

Case Study

Customer Loyalty & Retention

Natalie shares her story on how Clarity Environmental developed a futuristic “forever client” strategy achieving 99.6% client retention in a highly competitive landscape, whilst also achieving rapid growth in customer acquisition. This enabled Clarity to be named in the FEBE growth 100 list two years running and winning the prestigious Engage Award for

The Best Customer Service Team.

Throughout her story and case study, Natalie will share the 5 market leading customer engagement principles for achieving award winning customer service.

Speaker:

Natalie Rea

Clarity Environmental

Chief Executive Officer

Natalie is CEO of Clarity Environmental, a well established and rapidly growing business providing award winning customer service. Named in the FEBE growth 100 list 2 years in a row, an annual ranking highlighting the 100 fastest growing founder led and privately owned businesses in the UK, Clarity Environmental celebrates an enviable 99.6% customer retention within a highly competitive sector. The Clarity team are proud winners of one of the most highly entered and prestigious award categories, securing the award for The Best Customer Service Team at the Engage Awards 2024.

Natalie brings her wealth of experience in leadership, customer engagement and employee engagement to share the fundamental and futuristic principles of transforming past approaches to customer engagement into meaningful, purposeful and pioneering solutions.

Learn from the Clarity journey and how revolutionary talent development shapes market leading customer engagement.

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 and Control Director

Elizabeth Ajala – Strategic Leader in Financial Services, Risk & Operations, and DEI Advocate

Elizabeth Ajala is a seasoned strategic leader with over 15 years of experience transforming operations and customer strategies within fast-paced, highly regulated financial environments. Currently the Risk and Controls Director at Monzo Bank, Elizabeth is at the forefront of shaping the bank’s next phase of growth by building a central Shared Services function from the ground up - bringing innovation and structure to first-line risk management.

Over her nearly six-year tenure at Monzo, Elizabeth has held key leadership roles across Complaints, Quality Assurance (QA), and Disputed Transactions, where she successfully built, scaled and transformed operations. As Head of QA, she established Monzo’s first centralised QA function, saving the business over £700K annually through automation and process optimisation. Earlier, as Complaints Service Manager, she rapidly grew the team and implemented robust regulatory frameworks during a critical phase of Monzo’s expansion.

Prior to joining Monzo, Elizabeth honed her skills at the Financial Ombudsman Service and RBS/NatWest, where she developed deep expertise in resolving complex customer issues and leading operational reform.

Elizabeth is known for her passion for customer-centric service, building inclusive and high-performing teams, and delivering sustainable, scalable results. In 2021, she founded Monzo’s “Mutual Mentorship Programme,” a diversity and inclusion initiative that has become a cornerstone of the bank’s culture, offering mentorship to senior leaders and driving greater equity in leadership pipelines.

Named to the Women in FinTech Powerlist 2022 by Innovate Finance, Elizabeth is also a frequent speaker and panelist, recognised for her insightful contributions on topics ranging from operational excellence and leadership to diversity in financial services.

Whether she’s driving transformation behind the scenes or inspiring audiences from the stage, Elizabeth brings authenticity, clarity, and impact to every conversation.

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 has also worked in Procurement for over 25 years spanning across many industries, such as

17:00 - 17:20

Main Stage

Zurich Insurance Case Study: Embedding Customer-Centric Thinking: Strategy, Leadership, and Lasting Impact

Case Study

Strategy & Leadership

Richard will explore how organisations can embed customer-centric thinking at the very heart of their strategy. Drawing on a career spanning Unilever, Virgin, Vodafone, and now Zurich – recently named Life Insurer of the Year – Richard brings a wealth of experience in brand, CX, and leading transformation across global teams.

This presentation will spotlight Zurich’s approach to customer engagement, from tying customer metrics directly to executive compensation, to using insights and data to shape loyalty, empathy, and well-being initiatives. This session offers a cross-industry view on the leadership behaviours, cultural shifts, and strategic choices needed to place the customer at the centre of business success.

Speaker:

Richard Pash

Zurich

Chief Customer Officer

Richard Pash joined Zurich in July 2016 as Director of UK Life Marketing. He became UK Marketing Director in 2017 and UK Chief Customer Officer in 2020. Richard leads the UK and EMEA Customer Office, delivering Brand Marketing, Digital Marketing, Customer Insight and Experience, Customer Communication, and Events. He is responsible for marketing and customer activity for each of our business divisions and across the broader UK business. He is a member of the Global Customer Office Leadership Team and a Vice President of the Institute of Customer Service.

Richard has a wealth of experience, as Director of Marketing and Customer within market leading financial services, telecoms and ‘fast-moving consumer goods’ industries. Richard has achieved significant results through a strong focus on consumer needs and leading strategic initiatives. He has broad experience in managing business units in companies such as Virgin, Vodafone and Mars.

Richard lives near Marlborough and studied at the University of Oxford where he achieved an MA in Chemistry.

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

Speakers:

Richard Pash

Zurich

Chief Customer Officer

Richard lives near Marlborough and studied at the University of Oxford where he achieved an MA in Chemistry.

Alexander Toft

Moonpig

General Manager International

Alex is GM International at Moonpig and part of the Group’s Executive Leadership Team. Alex has extensive experience launching and growing international markets and revenue streams, having previously held roles such as Head of International Expansion at LEGO. Before that, Alex worked in corporate finance and strategy consulting at EY. He holds an MBA from INSEAD and B.A. in Economics from Trinity College Dublin.

Claudia Nicholls-Magielson

Simplyhealth

Chief Customer Officer

I'm a board level strategic commercial leader with significant experience in fintech, retail, publishing and FMCG. I have delivered breakthrough results at local, regional and global level, based in the Netherlands -where I'm from-, Switzerland and the UK. I have a passion for purpose brands and people. My pet-hate is gobbledygook.

I have led and managed large budgets and multifunctional teams with full P&L ownership. My history includes digital transformation, new business development, B2B and B2C, launching on-line only businesses, and running e-commerce.

I enjoyed the first 10 years of my career with Procter & Gamble in roles of increasing complexity and responsibility, prior to joining Yum! brands. I I joined consumer association Which? in '13 to help innovate the brand into professional advice and became Sales and Marketing Director in '15, leading a team of 145 people across the sales, marketing and customer service teams. I then spent a couple of years as freelance strategic growth consultant helping a variety of amazing businesses grow (again), inc. bwin, Weight Watchers, OCS and Yamaha. A move into FinTech as Commercial Director Money for Moneysupermarket Group led me to make the transition into the dynamic world of Open Banking start-ups. I'm now Chief Revenue Officer at Snoop, 'helping everyone to be better off'.

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

UK Contact Centres in 2030

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. Using data from hundreds of contact centres, Steve will give his views on where we're heading and what the contact centre of 2030 will look like.

This keynote shares a data-driven view of industry change: from the rapidly evolving role of AI, to why customer preference for live voice has resurged and the benchmarks that define future-ready contact centres.

Steve will decode the key pain points, opportunities, and technology investment priorities shaping UK customer contact. 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

Steve Morrell is the Managing Director of ContactBabel, which was founded in 2001 to provide high-quality research and analysis to the UK contact centre industry.

The in-depth coverage provided by ContactBabel’s ongoing primary research projects is matched by our experience analysing the contact centre industry. We understand how technology, people and process best fit together, and how they will work collectively in the future.

Steve has written hundreds of research reports and his opinion on contact centres has been featured on the BBC, ITV, Sky, the Guardian. Forbes and the Financial Times.

09:25 - 09:45

Future of The Contact Centre

AI Acceptance: Key Learnings from the World’s Top Brands

Presentation

Enhancing Service Quality and Efficiency

If your customers don’t trust it and agents don't use it, AI adds no value. Success has less to do with the tech itself and everything to do with how you change the way work and service get done.

In this session, we will share the key lessons we’ve learned alongside the world’s top brands after embedding AI across millions of customer interactions every day:

The adoption gaps that quietly break trust with customers and agents.
The “human moments” you simply cannot afford to automate.
Where AI delivers measurable impact - and where it backfires.
The disruption gaps leaders don’t plan for.

Join us as we reflect on the standout CX lessons we have learned from facilitating over 9 million daily interactions for over 750 clients globally.

Speaker:

James Bedford

Foundever

VP Customer Success

James serves as Vice President of Customer Success at Foundever, where he supports many of our global clients in elevating their Customer Experience. He comes with a demonstrated history of working in BPO, client organisations & the consulting space. At Foundever, he develops and implements CX strategies and transformation on behalf of some of the world's best brands, with a focus on helping organisations move from where they are today, to the future they want to create.

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

Speakers:

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.

Kelly Hazelton

Zoom

Contact Centre Specialist

Kelly Hazelton is a Contact Centre Specialist at Zoom with over 20 years of experience in the unified communications and contact centre industry. She is passionate about helping organisations drive transformation that improves both customer and agent experiences. Kelly brings deep industry expertise and a forward-looking perspective, supporting companies as they embrace modern technologies to create more connected and efficient customer experiences.

Daniel Bunton

Cleo AI

Head of Customer Support

Daniel began his journey in Customer Support by perfecting flat whites at his local café.
After experiences in fine dining, sales, and entrepreneurship, he now leads Customer Support at Cleo AI—an AI financial advisor on a mission to whip your finances into shape.

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: Success Looks Different for Everyone

Case Study

Best Practices in Customer Service

In an era where artificial intelligence is reshaping the way we work, how can smaller, less-resourced contact centres harness its potential?

Jo Kirkham, Vice President of Fan Experience at Liverpool Football Club, explores how LFC has navigated the complexities of adopting AI in a customer service environment that isn’t traditionally contact-centre led. Drawing on real-world challenges and lessons learned, Jo will share insights that resonate with other organisations where customer service is vital—but not the core business.

Oh, and by the way, this synopsis was improved from my original by Co-pilot!

Speaker:

Jo Kirkham

Liverpool Football Club

Vice President of Fan Experience

Jo Kirkham is Vice President of Fan Experience at Liverpool FC, leading award-winning strategies that enhance fan engagement across digital and physical touchpoints. With 20+ years in sport, retail and hospitality, Jo has driven major transformations at LFC and M&S, improving service, reducing costs, and boosting revenues. She’s a passionate leader, speaker, and community advocate.

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: Driving Service Excellence and Inclusivity for Every Customer

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 - while also ensuring the needs of vulnerable customers are recognised and addressed with sensitivity. 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, responsiveness, and care for vulnerable customers
Moving from transactions to long-term customer relationships that build trust and inclusivity

Speakers:

Sue Conley

SS&C Financial Services International

Senior Director, Retail Servicing

With over 20 years of experience in financial services, Sue Conley brings a deep well of industry knowledge, a passion for people, and a drive to deliver exceptional customer experiences. As Senior Director of Retail Client Services, Sue leads with heart and vision—championing teams, developing talent, and inspiring employees to elevate every aspect of customer servicing.

Sue believes that strong service is rooted in strong culture. Her leadership style is all about empowerment—creating space for teams to grow, challenge the status quo, and show up as their best selves every day. Whether coaching individuals or shaping strategy, she’s committed to building environments where people feel heard, valued, and motivated to deliver excellence. Outside of work, Sue is a proud mum to two incredible girls and wife to one very supportive husband. She brings the same energy and compassion to her family life as she does to the workplace: lead with love, keep learning, and always smile.

John Rankin

Sky

Director of Home Service & Broadband Service Delivery

John Rankin is the Director of Home Services and Broadband Service Delivery at Sky, leading customer-centric transformation across field operations and service delivery. With a passion for innovation and a deep commitment to customer experience, John is driving the evolution of home services through digital enablement, operational excellence, and empowered frontline teams. At the Customer Engagement Summit, he brings insights on the future of customer service—where technology, empathy, and agility converge to meet rising expectations.

Preyan De Silva

Wimbledon

Head of Ticketing, All England Lawn Tennis Club (AELTC)

Preyan De Silva is the Head of Ticketing at the All England Lawn Tennis Club (AELTC), where he has led transformative projects over the past 14 years, including the Club's digital ticketing evolution and the in-housing of Wimbledon's Guest Contact Centre. He specialises in audience growth, strategic sales, guest experience, and brand protection.

Before joining AELTC, Preyan built a diverse and accomplished career. He began in cricket, spending six years at Lord's Cricket Ground with the Marylebone Cricket Club (MCC) in Ticketing and Membership. He then transitioned to the corporate world, where he spent eight years in London’s financial sector, gaining valuable experience in investments, finance, and law respectively.

11:50 - 12:10

Future of The Contact Centre

HSBC Case Study: Integrating Social Media into the Contact Centre

Case Study

Multi-Channel Support Strategies

Customers don’t think in channels – they just expect to be heard. This session will show how HSBC UK became the first market in HSBC, globally, to create a central social media servicing team within the contact centre, building the model from scratch with no blueprint. It will cover how the team embedded social media as a core service channel, worked with the contact centre to deliver joined-up support, and used Trustpilot to transform customer experience.

Attendees will hear how the team has lifted Trustpilot scores, built trust by responding where customers are, and proven the value of social as a driver of reputation, insight and collaboration across the business.

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.

12:10 - 12:30

Future of The Contact Centre

Navigating the Future of Customer Care: How Arrive Scales Smarter With AI Agents

Presentation

Multi-Channel Support Strategies

How does a fast-growing global company evaluate, adopt, and scale customer support across markets? Join Decagon and Arrive for an inside look at Arrive’s AI journey, from the initial catalyst for exploring automation to running POCs, aligning procurement, engineering, and customer care, and ultimately rolling out self-serve CX solutions across multiple countries.

In this session, we’ll unpack:

How Arrive narrowed down AI options and overcame integration challenges in a crowded market.
Why self-serve and localization were critical to scaling globally.
The role of Agent Operating Procedures (AOPs) in transforming knowledge bases and VOC data into powerful automation.
How Arrive achieved 85%+ deflection, unlocked board-level excitement, and set the stage to scale support into 80+ countries without ballooning CX headcount.

Whether you’re evaluating AI agents, planning your first POC, or seeking strategies to scale, you’ll walk away with a practical framework and lessons from Arrive’s transformation.

Speakers:

Jesse Zhang

Decagon

CEO & Co-founder

Jesse is the Co-founder and CEO of Decagon, the leading conversational AI platform redefining customer experience with AI agents. Under his leadership, Decagon has become the trusted solution for industry leaders like Hertz, Duolingo, Bilt, and Notion, empowering them to build, manage, and scale AI agents that deliver secure and reliable customer service. From resolving issues in real time to proactively helping customers discover greater value in the products they use, Decagon makes customer experience smarter, faster, and truly customer-centric. Prior to Decagon, Jesse founded and led gaming company Lowkey, which was acquired by Niantic. Jesse earned a degree in computer science from Harvard University and is based in San Francisco.

Alex Keynes

Arrive

Head of Product – Driver’s Experience

Alex is a passionate product leader with extensive experience across the tech, travel, and media industries. As the Head of Product for Driver's Experience at Arrive, Alex and his team are focused on simplifying drivers' lives through the EasyPark app, which boasts over 65 million yearly active users in more than 30 countries. He sees customer care as a core part of the driver's journey and is committed to pushing the boundaries of innovation to continuously improve the user experience.

Hanna Fredriksson

Arrive

Head of Global Customer Care

I am a 42-year-old professional originally from Finland, with over 22 years of international experience gained while living in Italy, Spain, Denmark, and the United Kingdom. I hold a degree in International Business from Arcada University of Applied Sciences, Helsinki, which has served as a strong foundation for my global career.
My professional background spans 14 years in the shipping industry working for Maersk, where I focused on sales, trade strategy, and customer care, and for the past six years, I have worked in the automotive technology sector and currently serve as Head of Global Customer Care at the Arrive Group.
I have a strong passion for languages and speak eight in total: Finnish, Swedish, English, Italian, Spanish, Danish, French, and German—fluent in the first six. In my personal time, I enjoy cooking and spending time with my dog.

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

Speakers:

Camelia Maftei

Micheldever Tyres Services

Customer Contact Centre Manager

With over six years at Protyre Autocare, I specialise in shaping customer service operations, leading a high performing, award winning team and implementing systems that drive both efficiency and customer satisfaction. In my role, I manage and optimise customer experience platforms, designing and maintaining triggers, automations, and macros that streamline workflows and deliver consistent multi-channel support.

Daniel Bunton

Cleo AI

Head of Customer Support

Oliver Fitzgerald

Talkdesk

Enterprise Account Executive

Oliver Fitzgerald, Enterprise Account Executive at Talkdesk, has over a decade of experience in customer experience, automation, and AI. He takes a consultative approach to helping organisations design scalable support journeys that balance automation with personal service, and deliver exceptional customer experiences that drive real results.

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:

Sid Farmiloe

Dialpad

EMEA Sales Engineer

Sid Farmiloe is a Senior Sales Engineer at Dialpad, specialising in crafting innovative solutions for customer experience (CX) teams. With deep expertise in aligning technology with business goals, Sid helps organisations drive measurable results, enhance operational efficiency, and elevate customer engagement.

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: Transformation Through the Customer Lens

Case Study

Proactive Customer Service Strategies

In his case study John will provide an overview of the challenges facing the customer experience centre focused on internal processes and KPI chasing and how this was transformed without technology by viewing the operation from a customer perspective and motivated employees. The journey then continues through the customer engagement and employee engagement stages to design the look and feel of the new platform and joint responsibility processes. John’s presentation finishes with a short feedback video in which both clients and internal users give their feedback on the 1st release of the platform.

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 (Head 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.

Speakers:

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.

Hugo Ramadier

Mayday

Head of UK

Hugo Ramadier is Head of UK at Mayday, the leading AI-powered Knowledge Empowerment platform in Europe.

Driven by a deep passion for tennis, Hugo pursued his studies between the United States and Italy, where he competed at a high level while developing a valuable international outlook that would prove instrumental in his future career.

He began his professional journey at Front, working as an Account Executive. There, he honed his skills in sales, customer relations and account management within a SaaS environment.

He then joined Mayday, where he specialised in Knowledge Management and optimising the customer experience. His rapid progression within the company reflects strong leadership and ability to adapt: initially an Account Executive, then promoted to Business Development Manager, he was eventually appointed to lead the company’s international expansion.

15:50 - 16:10

Future of The Contact Centre

From Soulless to Seamless: Rethinking Customer Service and Operations in an AI-Driven 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

Speakers:

Carrie Hegan

Baringa Partners

Customer Expert and Practice Lead

Carrie is an experienced leader in Baringa’s Customer and Digital practice, specialising in Customer Operations Transformation. She has over 20 years of experience working across industry, outsourcing and as a consultant, with expertise that covers contact centre, branch and digital channels. Carrie has designed and led a vast number of complex transformation programmes in Utilities, Banking, Insurance, Telco and Retail sectors, where her passion and drive for the achievement of game changing customer, employee and business outcomes proves hugely valuable to our clients.

At Baringa Carrie leads our Next Generation Customer Operations capability, working alongside a multi-disciplinary team of consultants. Most of the team have greater than 10 years of experience and bring their own depth of expertise in areas such Digital Channels, Data and AI, Intelligent Automation, Cloud Based Technology Transformation and People and Process Excellence.

Rhio Cory

Ticket Tailor

Head of Customer Experience

Rhio has dedicated over seven years to scaling great customer experiences. She currently leads Ticket Tailor's outstanding 24/7 support team, maintaining a remarkable 70+ NPS across 70,000+ users. By thoughtfully integrating AI into every touchpoint, Rhio is pioneering the thoughtful use of AI to create customer journeys that are seamless, intuitive, and genuinely human - always keeping the customer’s best interests at heart.

Rebecca Jamieson

Xero

Head of Customer Experience (UK & EMEA)

Becca is a CX centric leader with over 10 years of experience specialising in building and scaling customer experience operations. Passionate about customer success, quality, and continuous improvement, Becca played a key role in shaping the UK Customer Experience team and strategy for Xero (a global accounting software company). Her expertise covers the full spectrum of CX maturity, from early stage operations to robust, global support.

16:10 - 16:40

Future of The Contact Centre

Coffee & Networking

Break

16:40 - 17:00

Future of The Contact Centre

What Happens When the Right Tech Meets the Right Team? A Contact Centre Story

Presentation

Balancing Technology and the Human Touch in the Modern Contact Centre

What really happens when a contact centre solution is placed in the hands of a highly experienced technology reseller and a forward-thinking customer?

In this engaging session, we’re delighted to be joined on stage by one of our trusted partners and a highly valued customer to explore the real-world impact of implementing our contact centre solution.

You’ll hear firsthand how the right blend of people and technology has transformed operations, enhanced the customer experience, and delivered measurable business results.

From initial challenges to lasting outcomes, this is a story of collaboration, innovation, and what’s possible when the right pieces come together.

Speakers:

Rob Bacon

NFON

Head of Contact Center Hub and Pre Sales

As Head of Contact Center Hub and Presales at NFON UK, Rob Bacon leads the go-to-market strategy for NFON’s customer experience solutions—blending technical expertise with a strong focus on customer outcomes. With a background spanning presales, product management, and solution enablement, Rob brings a unique blend of strategic thinking and hands-on execution. He’s known for turning complex challenges into clear, customer-focused solutions that drive measurable results. In his current role, Rob works closely with partners scoping opportunities, creates tailored live demonstrations of Contact Center Hub, and supports the full engagement journey—from first conversation through to long-term success. Passionate about delivering real value, Rob is driven to equip customers with the insights, tools, and training they need to thrive.

Denis Omara

Aston Group

Chief Information Officer

Denis Omara is CIO at Aston Group, where he uses technology to make customer experiences smoother and smarter. With a strong background in data, security, and systems, he helps teams work more efficiently, respond faster, and deliver the kind of service that keeps customers happy.

Tom Barker

Jungle IT

Client Relationship Manager

Tom Barker has over 20 years in Telecoms and IT, building lasting client relationships and driving innovation. At Jungle IT, he partners with key clients to shape and deliver IT strategy. Passionate about collaboration, he creates events and connections that add value, spark ideas, and support shared success.

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

Balancing Technology and the Human Touch in the Modern Contact Centre

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

The Human Edge: Training, Culture & Motivation in Tech-Enabled Contact Centres

Panel Discussion

Balancing Technology and the Human Touch in the Modern Contact Centre

As automation and AI transform contact centres, the need for skilled, motivated human teams remains as strong as ever. This session looks at how organisations are strengthening their people strategies to meet rising service expectations. Discover how to embed a service-led culture, create engaging learning journeys, and recognise great performance in ways that matter - all while maintaining the human edge at the heart of the customer experience.

What to expect:

How to maintain a strong human connection in a tech-driven environment
Tactics for training and upskilling frontline teams effectively
Strategies to keep learning relevant, engaging, and ongoing
Inspiring approaches to boosting motivation and retention through recognition

Speakers:

Ben Scales

Elephants Don't Forget

Head of Sales

Ben Scales is the Head of Sales at Elephants Don't Forget. During his tenure, he has held various roles in business development and key account management, and for five years, he has led the company's Business Development team. Ben is passionate about helping customers transform their customer service by empowering their people. He is an avid believer in the power of knowledge and competence. Prior to joining Elephants Don't Forget, he held various business development and retail leadership positions.

Leigh-Anne Gray

Vanquis

Senior Specialist Complaints Manager

I’ve spent over 10 years in regulated complaints handling/management, working for a variety of major firms such as Lloyds Banking Group, Phoenix Group and FSCS. I spent several of those years contracting for a Big 4 Consultancy handling various remediation projects.

In my current role for Vanquis Banking Group, I am responsible for making sure the Group handles, responds to, and learns from the Financial Ombudsman Service. My key focus is using the valuable lessons complaints give us and using them to educate the wider business on how we can better serve our customers.

Sabina Onwuka

London Borough of Barking and Dagenham

Head of Customer Services

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

Behind the Build: Learnings From an Insurer Launching a Real-World AI Agent

Presentation

AI-powered Customer Interactions

Join Marshmallow CTO Xenofon Papadopoulos and Sierra’s Head of Partnerships, Logan Randolph, for a candid fireside chat on how Marshmallow—a fast-growing insurer—is using AI to reinvent customer experience in a highly regulated market. You’ll hear the story behind “Marsha,” their AI agent now handling fast, multilingual support across journeys like policy updates, renewals, and price quotes.

Still early in their journey, Marshmallow is navigating the real-world demands of deploying AI—earning customer trust, staying on-brand, aligning with internal policies, and meeting regulatory expectations. Whether you're just getting started or scaling your first use case, this session offers a grounded look at how to build better, more human customer experiences with AI.

Attendees will walk away with insights on:

How to use AI to drive customer experience and grow your business
How Marshmallow approached launching their first production-ready AI agent
The tradeoffs, surprises, and lessons from early implementation

Speakers:

Logan Randolph

Sierra

Head of Expansion

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.

Xenofon Papadopoulos

Marshmallow

CTO

Xenofon Papadopoulos is a technology executive with a track record of scaling organisations through Series A-C, leading Engineering, Data, Infosec and TechOps across London and international hubs. His focus is on building high-performing teams and delivering scalable systems with a pragmatic approach that balances speed and quality. He is currently CTO at Marshmallow Technology.

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

Speakers:

Kiran Uppal

ASOS

Head of Customer Care Experience & Transformation

I am Head of Customer Care Experience at ASOS. I have worked in Customer Experience for all my professional career. ASOS were awarded Bronze at the UKNCCA’s, Silver at the UKCXA’s, and are finalists for the Engage and ECCCSA’s for our recent Digital Transformation. My teams look after our Digital Help Products, Advisor platforms, Customer Experience as well as Change and Transformational projects at ASOS Customer Care. I am passionate about pushing boundaries, constant iteration and challenging the way we do things in CX.

Tracy Lawson

The Open University

Director Contact Centre

A senior leader at The Open University, leadIng operational teams focused on delivering high-quality, student-centred support. My experience spans strategic planning, people leadership, and service delivery, and I’m passionate about creating scalable solutions that improve responsiveness and build strong stakeholder relationships.

Mike Bohnett

Sendbird

Chief Revenue Officer

Mike Bohnett is the Chief Revenue Officer at Sendbird, where he leads the company’s global go-to-market strategy and revenue operations. He works closely with customers to modernize their businesses with AI, helping them improve customer experiences and unlock new growth opportunities. With a background in building high-performing revenue organizations, Mike focuses on driving results through strong customer partnerships, data-driven execution, and scalable processes.

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.

11:05 - 11:25

Customer Contact

AI in the Customer Centre: Cutting Through the Hype with NiCE and Cirrus

Presentation

Real-Time Adaptive Customer Support

We’ve all heard the promises: AI will transform customer service, streamline operations, and deliver seamless experiences.

But what’s really happening on the ground?

In this lively and candid session, NiCE and Cirrus lift the lid on the reality of AI in today’s Customer Centres. From inflated expectations to unexpected wins, they’ll share what’s working, what’s not, and what organisations need to know to make AI genuinely useful.

Expect honest insights, practical examples, and a few surprises as we explore how to navigate the hype and harness AI in ways that actually improve customer experience. Whether you're curious, cautious, or already committed to AI, this session will leave you better informed and better prepared.

Speakers:

Richard Bassett

NiCE

VP, CX Automation, AI & Insights

Richard Bassett is an experienced sales and business leader with a proven track record of helping global enterprises transform customer and employee experiences through technology. As Vice President of CX Automation & AI (International) at NiCE, he leads strategy and growth across EMEA and APAC, empowering brands to leverage AI, analytics, and digital engagement solutions to deliver measurable business outcomes, reducing operational costs, driving revenue, and enhancing customer satisfaction.

Jason Roos

Cirrus Response

Chief Executive Officer

Jason Roos is the founder and CEO of Cirrus, the UK contact centre platform powering mission-critical conversations for the public and private sectors. He launched the business in 2011 with one goal: fix broken customer experiences. Since then, Jason’s turned Cirrus into a go-to CCaaS provider—cloud-native, AI-smart, and built for resilience. Under his watch, Cirrus earned a Royal Warrant from HM The King and supports names like FWG and IAMP. A tech realist, Jason leads Cirrus’s AI strategy with a clear focus: cut through the hype and make AI actually useful. With today’s CX leaders drowning in AI buzzwords, he’s on a mission to bring it down to earth—helping customers harness real, game-changing tools that deliver value today, without the wait.

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

Speakers:

Shorit Ghosh

Ada

General Manager, Voice

Shorit Ghosh is the General Manager of Ada Voice, where he leads the company’s vision to redefine customer engagement through voice-driven AI. At Ada , he focuses on building scalable conversational AI systems that enable brands to deliver personalized, human-like customer experiences at scale. With a background spanning sales, marketing, and partnerships, Shorit brings a unique blend of commercial acumen and product strategy to the fast-evolving AI space. He is particularly passionate about advancing real-time speech recognition, natural language understanding, and multimodal AI to close the gap between human and machine communication. Shorit frequently speaks about the future of AI in customer experience, exploring how automation, generative models, and voice technology are reshaping the relationship between brands and consumers.

Fflur Huysmans

The Bread Factory

Head of Customer Experience

Customer Experience senior leader, having transitioned from successful senior career in arts management.

Kai Bentley-Grey

DFS

Senior Technology Business Partner - Customer

Kai Bentley-Grey is the Senior Technical Business Partner for Customer at DFS Furniture Group. With 20 years of experience in retail and contact centres, including roles at major UK retailers BT and Currys, Kai specialises in customer experience (CX) strategy and technology implementation. She has successfully led large-scale CX deployments across multiple businesses, including the implementation of CRMs and telephony applications in complex organisations, such as retail, across up to 300 locations simultaneously.

11:50 - 12:10

Customer Contact

adidas Case Study: Thinking Global, Acting Local - How adidas Is Reshaping Customer Contact Interactions Through AI Innovation and Cultural Adaptation

Case Study

Digital-First Engagement Strategies

Speaker:

Stijn Bannier

adidas

Global Digital Product Director (.COM/app/consumer services)

Stijn Bannier is a product leader with a proven track record of driving transformative change and engaging customers.

As the Global Product Director at adidas, Stijn leverages extensive experience, among others from Air France-KLM and the University of Brussels, to lead high-performing teams and deliver innovative solutions.

Outside of work, Stijn is also keyboard player in the punk rock band Sparrow Falls and the stoner band 22AD, with which he has toured through Europe.

12:10 - 12:30

Customer Contact

Turning Conversations into Gold: How The Very Group Uses Speech Data to Drive Business Change

Presentation

Digital-First Engagement Strategies

For The Very Group, every customer conversation is “gold dust”, a rich source of insight waiting to be uncovered. In this session, Luke Ollerhead will share how The Very Group transformed their approach to customer experience by leveraging AI-powered conversation intelligence.

In this session hear how data-led decision making helped The Very Group identify emerging issues in real time, engage frontline agents through trend-based coaching and make board-level decisions rooted in customer feedback.

Luke will be joined by Frank Sherlock for a Q&A on practical applications, lessons learned, and advice for turning speech data into a strategic asset for CX excellence.

Speakers:

Luke Ollerhead

The Very Group

Senior Insight Manager Customer Care

Luke has been working in contact centre analytics, reporting, insight and data science for 10 years, in various data roles. In the last few years, he has been managing a Speech Analytics function as well as a decentralised Insight Team within the Very Group. Within the world of Speech Analytics their focus is on forecasting, coaching and proactive insight.

Frank Sherlock

Callminer

VP International

Based in the UK, Frank has been with CallMiner for over 6 years, during which time we have seen significant business growth in the region. Frank holds a master’s degree in business administration (MBA) and a Higher National Diploma in Telecommunications engineering. He has worked in and around the contact centre and customer experience space for the last 25 years.

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

Speakers:

Adam Flitton

Allianz

Principal Behavioural Scientist

Adam is Principal Behavioral Economist at Allianz, where he has been using behavioral science techniques to deliver significant improvements in customer retention, digital engagement, and many other areas. With a PhD in psychology, he previously led the behavioral science practice in a global consulting firm.

Melanie Fischer

Xero

Director, Customer Experience - UK & EMEA

Melanie is a CX-centric Director with 20+ years’ experience embedding cultures of continuous improvement to optimise customer acquisition, satisfaction, and retention. She is passionate about maintaining high service efficiency and quality levels by championing customer success, Voice of Customer (VoC) implementation, complaints handling, and transparent communications.

Melanie is currently the CX Director at Xero for UK & EMEA (global accounting software company) and has prior experience at retailers such as Waitrose, Post Office and Tesco.

Areas of expertise include:

major change and transformation
leading large business units and teams
strategy development and implementation
stakeholder engagement including trade union relations

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.

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!

14:25 - 14:45

Customer Contact

Unleashing Quality: Leading People, Not Just KPIs

Presentation

Seamless Omnichannel Experience Delivery

Speaker:

James Cadman

Luware

Chief Customer Officer

James Cadman, Luware's Chief Customer Officer brings over 15 years of experience in the telecoms and unified communications industries. His background in transformation and leadership has enabled him to reimagine Luware's service offering, ensuring customers achieve their business goals from onboarding all the way through the customer lifecycle. His leadership in building scalable teams has been pivotal to meeting the demands of Luware's growth.

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

Speakers:

Khaled Miah

Zoho

Regional Account Manager

Khaled has worked in SaaS for 10 years at companies like Xero, Simpro & now Zoho. Khaled's focus is on Zoho Desk for which he is the Regional Account Manager. Zoho Desk helps businesses of all sizes provide proactive and well-informed customer support. Outside of work, Khaled enjoys playing football and going to the gym.

Stijn Bannier

adidas

Global Digital Product Director (.COM/app/consumer services)

Stijn Bannier is a product leader with a proven track record of driving transformative change and engaging customers.

Outside of work, Stijn is also keyboard player in the punk rock band Sparrow Falls and the stoner band 22AD, with which he has toured through Europe.

Matthew Harwood

Natwest

Head of Customer Communications

Seasoned Digital Transformation Leader with a proven background in creating world leading customer experiences

15:10 - 15:30

Customer Contact

Elevating Customer Care: A Shift From Service Layer to Strategic Enabler: In Conversation with Emma Newell, Head of Operations, Customer Care at Financial Times

Interview

Automated Cross-Channel Engagement

Customer Care is often seen as a reactive service layer, but at the Financial Times we’ve been transforming it into a strategic function that drives measurable impact. In this session, I’ll share how introducing new contact channels and AI has improved CSAT, reduced transactional volume, and strengthened commercial outcomes. I’ll walk through the key phases of our journey, from securing strategic investment to partnering with Product & Technology, and show how these changes have elevated Customer Care to influence both service and revenue.

Speaker:

Emma Newell

Financial Times

Head of Operations, Customer Care

I am passionate about delivering exceptional customer service and promoting the powerful impact and commercial benefits it enables.

My experience has seen me transform customer care support and build high performing teams from the ground up, which have a direct positive impact on customer experience and growth. As such I have developed strong interpersonal and leadership skills that can be applied to developing strategies that people and teams can get behind in order to positively impact and transforming customer and employee experience.

15:30 - 15:50

Customer Contact

The Two Paths: Owning the AI Future or Becoming Owned by It

Presentation

Automated Cross-Channel Engagement

AI is no longer optional—it’s existential. The shockwave we face isn’t about smarter chatbots; it’s about whether you control the future of customer experience or are controlled by it.

This keynote will confront the audience with a choice: cling to legacy, bolt-on solutions that trap you in yesterday’s architecture, or seize the AI-Native model that puts control, action, and architecture back in your hands. Through bold examples and a call to action, we’ll explore how leaders are already building sovereign AI operating systems—and why hesitation now means irrelevance tomorrow.

Speaker:

Luke McNamara

Trusst AI

Sales Director

With over two decades of experience in Customer Experience (CX), Contact Centre, and BPO leadership, Luke McNamara has helped some of the world’s most customer-centric organisations design strategies that bring them closer to their customers. Before co-founding Trusst AI, Luke was a co-founder of VoiceFoundry — a leading contact centre systems integrator — where he helped enterprises modernise their CX operations through cloud technology. At Trusst AI, Luke now leads customer strategy and partnerships, helping organisations reduce cost-to-serve and elevate service quality through AI-powered automation and interaction analytics. His work focuses on transforming contact centres from reactive service hubs into proactive engines of customer insight and efficiency.

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

Speakers:

Zeke Zhiqian Wu

Nissan Motor Corporation

Global CRM Program Manager

CRM, Data & AI Leader | Simplifying Complexity from Strategy to Execution | MBA

• 13 years’ experience in maximizing the value of CRM, data, and AI technologies in sales and customer communication to improve revenue, conversion, and operational efficiency.

• Initiate and manage global change to ensure technology value realization by aligning strategic objectives, identifying high-impact use cases, leveraging data insights, and applying AI solutions.

• Skilled in managing stakeholders at all levels, including senior leadership and partners, ensuring clarity, adoption, and measurable business outcomes.

Emma Newell

Financial Times

Head of Operations, Customer Care

I am passionate about delivering exceptional customer service and promoting the powerful impact and commercial benefits it enables.

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

Speakers:

Kai Bentley-Grey

DFS

Senior Technology Business Partner - Customer

David Tainton

Vodafone

Senior Manager: Chatbot, AI and Voice

I lead VodafoneThree’s Chatbot and AI teams, harnessing the latest technologies to reimagine how customers engage with us and to deliver experiences that set new standards in our industry. My teams have been recognised with prestigious Mobile Industry and Technology Leader Awards for innovation in AI, reflecting our drive to push boundaries and challenge convention. As customer expectations evolve, I’m committed to keeping VodafoneThree at the forefront of technology and deliver on our ambition to be number one for customer experience.

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

As CEO of the Contact Centre Management Association (CCMA) since 2020, Leigh is drawing on her 20+ years’ experience in supporting the contact centre industry, holding leadership positions in a variety of membership organisations and as a professional marketer. Her mission is to support the development of the contact centre industry, give it a voice in society and to improve its overall reputation.

Leigh has been an awards judge since 2006, industry speaker and host of CareerTalk, and she sits on the Profession and Business Services Council in the Department of Business and Trade (DBT) on behalf of the contact centre industry. She is an Honorary Fellow of the Chartered Institute of Marketing and a Chartered Marketer.

09:25 - 09:45

Customer Experience Management

A New Paradigm for Customer Engagement

Presentation

The Role of CX Management in Engagement

Speaker:

Gillian Chamberlain

Capita

Managing Director UK and Ireland

Gillian Chamberlain, Managing Director, Capita Ireland Gillian joined Capita Experience in 2022 as Managing Director for the Ireland business. As an experienced commercial, sales, marketing and portfolio leader at a global level, Gillian has a strong understanding of the Irish market. Gillian has broad knowledge of the telco market in Europe and Globally, leading Marketing and Propositions at BT, and working across business planning, new product development, strategy and sales at Hewlett Packard and IBM.

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

Global Customer & Strategy Leader | Venture & Board Advisor

Top 10 UK Customer Experience Professional, FTSE 350 Women‑to‑Watch honouree and Top 10 Black Role Model, Christina Liciaga is a globally seasoned executive who has spent two decades translating bold ideas into billion‑dollar businesses across five continents. She has led multi-billion-dollar product portfolios, managed commercial strategies delivering $400m incremental revenue, and driven customer excellence for 12m+ customers. Sitting at the intersection of innovation, transformation and execution, Christina brings a rare blend of boardroom rigour, C-suite vision and advisory depth to every seat she holds.

During sixteen years at HSBC she held successive C‑suite mandates—including Head of Asia Wealth Distribution, Head of Customer Service for HSBC, M&S and John Lewis Financial Services, European Head of Customer & Products and Global Head of Wealth Propositions. She has launched award‑winning ventures such as Jade by HSBC Premier (her innovative HNW proposition launched in seven markets, which grew to a multi‑billion‑dollar HNW portfolio) and Global Money for Expats (a multi‑currency platform that now has over one‑million users). She steered digital‑innovation programmes, built high‑performance teams in heavily regulated markets and co‑founded the Black Leaders Action & Advisory Council, embedding systemic inclusion at scale.

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.

Mark Croucher

P&O Cruises

Director Guest Journeys and Planning

I'm an experienced CX professional with over 15 years experience in developing and successfully implementing customer strategies and building CX capabilities for the business and the customer. Having worked with customer centric brands, Virgin Atlantic and NHSBT have enabled me to use my obsession for customer excellence to improve preference, satisfaction and loyalty.

Luke Atkins

Front

Customer Support Lead, EMEA

At Front, my mission is to elevate the customer support experience through strategic workflow optimisation and effective technical troubleshooting. My role as Senior Customer Support Specialist is informed by extensive experience in customer operations, where I have honed the ability to seamlessly integrate technology to enhance both processes and customer satisfaction.

10:05 - 10:45

Customer Experience Management

Coffee & Networking

Break

10:45 - 11:05

Customer Experience Management

E.ON Next Case Study: How to use CX as your Growth Engine

Case Study

Implementing Customer-Centric Cultures

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.

11:05 - 11:25

Customer Experience Management

The Myth of Customer Feedback

Presentation

Implementing Customer-Centric Cultures

We’re living in an epidemic of feedback requests, being asked to rate and recommend toilets, bins, and how much we enjoy Microsoft Teams (spoiler: we don’t). What customers tell us they will do and what they actually do are often two completely different things. And it’s only by understanding what really matters to customers that organisations can keep earning customer decisions in their favour.

John Sills, managing partner at The Foundation and award-winning author, busts the myth of feedback and reveals the secret to uncovering what really matters to your customers.

Speaker:

John Sills

The Foundation

Managing Partner

John Sills is Managing Partner at the customer-led growth company, The Foundation, and author of the award-winning leadership book, 'The Human Experience'. 25 years ago, he started his career on a market stall in Essex, and since then has worked in and with companies around the world to make things better for customers. He’s been in front-line teams delivering the experience, innovation teams designing the propositions, and global HQ teams creating the strategy. He’s been a bank manager during the financial crisis (not fun), launched a mobile app to millions of people (very fun), and regularly visits strangers’ houses to ask very personal questions (incredible fun). He now works with companies across industries and around the world, and before joining The Foundation spent twelve years at HSBC, latterly as Head of Customer Innovation.

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 place customer value at the heart of business management.

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.

James Farnhill

Creatio

Sales Director, Financial Services - Western Europe

James Farnhill leads Creatio's Western Europe Financial Services business. He has a background in various SaaS and AI businesses working with both domestic and international banks, building societies, and wealth & asset management firms. James' team is focused on helping FS organisations reduce the barrier to agentic AI adoption, unlocking significant value for their Customers.

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.

12:10 - 12:30

Customer Experience Management

Transforming Customer Outcomes: Unlocking the Power of AI for Measurable Impact

Presentation

Measuring and Improving Customer Outcomes

Measuring customer success is just the beginning. The real opportunity is using AI to turn data into measurable impact—smarter decisions, personalised experiences, and outcomes you can prove. Join us for an engaging session with real-world stories showing how AI is reshaping customer service: helping teams work faster, respond better, and move the metrics that matter. Get ready to unlock the full potential of your data and transform the way you serve your customers!

Speaker:

Matthias Goehler

Zendesk

Chief Technology Officer, EMEA

Matthias Goehler joined Zendesk in October 2021 as EMEA Chief Technology Officer. As a regional CTO, he leads the development of Zendesk’s vision for innovation in customer experience based on the needs of EMEA customers. He is passionate about helping brands realise their goals for market-leading customer experiences that can build deeper customer relationships and brand loyalty.

Matthias has more than 20 years of experience in technology and SaaS industries. He joined Zendesk from SAP where he spent the last 10+ years in their Customer Experience practice building up an industry portfolio for Customer Experience. Prior to SAP, Matthias worked with Gemini Consulting with their strategy practice.

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

Speakers:

Hannah Ratcliffe-Barnes

HSBC

Social Media Lead

Chris Thomson

Treasure Data

Account Director

Chris Thomson is a Senior Account Director with Treasure Data's EMEA team. He has been a Data and Digital professional for over 30 years, working with leading Banks, Insurance, and Telecommunications companies. Chris has spent many successful years at IBM, Oracle, Autonomy and recently 8 years in the Strategic Accounts team at Adobe. Chris is now focused on supporting clients discover the power of Treasure Data's Advanced CDP, and how a more personalised real-time experience can drive customer satisfaction, business growth and loyalty.

Gabriel Ross

Homeprotect Home Insurance

Head of Customer Strategy

Gabriel is passionate about championing customer experiences that rival the best in any industry, recognising that consumer expectations are shaped far beyond insurance and financial services. He believes in empowering Customer Experience teams as catalysts for tangible change and is committed to reshaping the public perception of insurance, so customers not only trust their insurer but know they are truly on their side.

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

Aleisha is Head of Customer Success UK at Silverfin, where she built the CS function from the ground up. A qualified accountant with a passion for customer success, she specialises in scale-ups, driving retention and net revenue growth. She’ll share how building strong customer journeys helps clients get maximum value from the platform and deliver outstanding CS results.

14:25 - 14:45

Customer Experience Management

Driving Differentiation Through a Focus on the Human Experience

Presentation

Designing and Optimising Customer Journeys

Speaker:

Simon Fraser

InMoment

VP, Insights & Consulting

Simon has designed groundbreaking customer experience strategies at InMoment for 15 years, with an especial focus on the changing Customer environment. Although based in Europe, he takes a global approach to best practices and innovation. Prior to joining the company, Simon consulted on a portfolio of major global FMCG and Retail brands at Nielsen and GFK/NOP. Simon’s decades of experience in helping businesses make better sense of their customers' needs and expectations, in order to drive experience improvement and business outcomes, make him a key strategist at InMoment.

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

Oliver leads a proposition team at Lloyds Banking Group, building digital ecosystems that better serve customers by supporting them through contextually relevant customer journeys that help present the right solution at the right time, to help them better achieve their day to day needs. He is a digitally proficient leader with a passion for delivering insight driven business and customer outcomes, with expertise in delivering customer centric propositions; new products; marketing communications; and business improvement through multiple methodologies.

Preyan De Silva

Wimbledon

Head of Ticketing, All England Lawn Tennis Club (AELTC)

15:10 - 15:30

Customer Experience Management

Successful CX Strategies in a Modern World: In Conversation with Lucie Child, Head of Customer, Transport for Greater Manchester

Interview

Successful CXM Strategies in a Digital Era

In this interview, Lucie will share her insights on what it takes to build and sustain successful customer experience strategies in today’s complex and ever-evolving landscape. With insights gained from a wide-ranging professional journey across sectors, Lucie explores how organisations can stay relevant by truly listening to their customers, embracing innovation, and embedding a customer-first mindset across every touchpoint. Whether you're just starting your CX journey or looking to elevate your strategy, this conversation will offer fresh perspectives and real-world inspiration.

Speaker:

Lucie Child

Transport for Greater Manchester

Head of Customer

Lucie Child is Head of Customer at Transport for Greater Manchester, where she’s on a mission to make the experience better across every touch point; easier, more inclusive, and more customer-focused. With a background spanning public and private sectors—from retail and financial services to heritage—Lucie brings a fresh perspective to how organisations connect with the people they serve.

She’s passionate about putting customers at the heart of everything, shaping strategy and service to reflect real needs and experiences.

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: Innovation through Insight: From Data to Delight

Case Study

Voice of the Customer

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.

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

From We to Me: How Trust Impacts the Future of Brand Engagement

Presentation

Real-time Data Analytics in Customer Engagement

As trust in institutions erodes, people are increasingly looking to brands for stability and connection. The 2025 Edelman Trust Barometer Special Report: Brand Trust, From We to Me shows that trust rivals cost and quality in driving consumer choice. In this fireside chat, Suzy Socker, Managing Director, Brand, will explore how economic pressures, cultural expectations, and AI-driven discovery are reshaping brand relationships, and why silence is no longer a safe strategy.

Speaker:

Jo Tatchell

Edelman

Head of Strategy

Jo is Head of Strategy at Edelman London. She seeks to drive brand and business value through problem solving creative and communication thinking and campaigning. She joined Edelman at the end of 2015 as strategic planning director bringing over a decade of experience with clients and agencies such as Saatchi & Saatchi, Lowe, Deutsch NY, the NSPCC, Coca-Cola, P&G, Chivas, Nokia, VW, BBC and UL to the role. She focuses on helping brands and businesses define their permission space, developing powerful, ownable narratives and purposeful campaigning that builds a strong cultural presence.

Jo believes brands need to define a clear role and action to take that creates fresh narratives around values and drives impact. “Strong strategic guidance around audience behaviour is the key to staying relevant. Understanding what’s driving people’s actions, the hidden motivations and fears, as well as the numbers. Leveraging the interconnections between stakeholders and audiences is key to creating ideas that everyone can engage with.”

Alongside strategy her work as a writer and journalist ensures she keeps an authentic view. She has been nominated for the Costa, Index on Censorship and Samuel Johnson Prize prizes. Her journalism has appeared in the Guardian, Daily Mail, Prospect Magazine, Sunday Times and Telegraph.

09:25 - 09:45

Data, Insights and Analytics

Bring back the Human Touch in Communities with AI

Presentation

Real-time Data Analytics in Customer Engagement

Speaker:

Vellanki Sriharsha

Khoros

AI Product Manager

Vellanki Sriharsha is an AI Product Manager at Khoros where he's answering the question every brand faces: How to make users/customers feel understood quickly and help them build bonds with brands using AI.
He’s building AI-powered personalization and intelligent experiences for Khoros platforms that prove AI's greatest ROI comes from fostering belonging - by helping brands build tribes, not just user bases. With over a decade of experience across e-commerce, media & OTT, supply chain, and RegTech industries, he brings deep expertise in transforming user experiences into meaningful connections.
An evangelist for Full Stack Product Management, Vellanki mentors leaders to see beyond automation, and use AI to amplify empathy and create spaces where customers become family.

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

Speakers:

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.

Anshul Garg

Maersk

Senior Data Product Owner

Over 15 years of diversified experience across retail, marketplaces, telecom, and supply chain logistics. Specializing in Data & Analytics, data product management, and the application of ML and AI for business operations.

Stuart Dorman

Sabio Group

Chief Innovation Officer

Stuart Dorman is at the forefront of customer experience innovation. As Chief Innovation Officer at Sabio Group, Stuart plays an instrumental role in guiding organisations toward transformative customer interactions – a role he’s been doing for nearly three decades and one which has cemented his position as a visionary CX thought leader. With an innate understanding of how AI-powered contact centre technology and human insight combine to create brilliant CX, Stuart’s approach goes beyond conventional thinking and challenges organisations to reimagine customer engagement. At Sabio, Stuart’s vision turns possibilities into realities. He is a well-known and respected figure across the global CX circuit, regularly speaking at industry events and conferences and remains an instrumental mind behind Sabio's advanced technology portfolio of cutting-edge AI-powered contact centre, Data and CRM technologies.

10:05 - 10:45

Data, Insights and Analytics

Coffee & Networking

Break

10:45 - 11:05

Data, Insights and Analytics

Network Rail 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

Network Rail

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.

11:05 - 11:25

Data, Insights and Analytics

Breaking Down Silos: How Nissan Transformed Customer Journeys with Treasure Data’s CDP

Presentation

Integrating Data from All Customer Touchpoints

Join Jivesh Juneja to discover how Nissan leveraged a Customer Data Platform (CDP) to overcome data fragmentation and revolutionise customer engagement. By consolidating online and offline data and strategically focusing on customer journeys, beginning with repurchase, Nissan achieved remarkable results: a 5x increase in lead conversion, doubled campaign engagement, and ROI within one year.

This session will delve into how Nissan navigated internal challenges, including securing stakeholder buy-in, to implement scalable and effective personalisation. With a global CDP rollout underway, Nissan is now moving towards AI-driven decision-making for real-time, personalised messaging.

Gain invaluable, practical CDP insights on data unification, journey prioritisation, and fostering organisational change for sustained impact.

Speaker:

Jivesh Juneja

Nissan

Head of Data Products

Jivesh Juneja is the Head of Data Products at Nissan’s Global Customer Experience Team. He is passionate about using data to inform customer experience improvements especially customer data that not just fuels CX but also product and business strategy. His notable achievement includes launching Nissan’s Global Customer Data Platforms, Omni-channel CX personalization, e-commerce, and Nissan’s first Connected car services billing and subscription platform.

Beyond work, he's an avid marathon runner and coffee enthusiast, continuously aiming to merge his passion for AI, technology, and data to help organizations provide customer experiences.

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

Speakers:

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.

Vaibhav Verdhan

AstraZeneca

Senior Director, Global

A Data Science, Machine Learning and Artificial Intel professional having in-depth experience of leading multiple engagements in Data Science, Machine Learning space and Analytics Consulting.

11:50 - 12:10

Data, Insights and Analytics

Utility Warehouse Case Study: Solve the Right Problem, the Right Way

Case Study

Optimising the Customer Journey

We often fail brilliantly by spending massive effort solving problems nobody has, delivering features or products customers don't want. Head Of UX Design, Lee Courtney shares lessons and mistakes during his career that led him to discover the Design Thinking Double Diamond framework. He'll show examples of big brands and organisations who use it to disrupt and change industries, and the risk of making unvalidated decisions based on a hunch. He'll explain how this same investigative process is now shaping UW's thinking and product strategy. Learn how this simple method forces organisations to replace hunches with facts, ensuring you solve the right problem and deliver value and great customer experiences.

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.

12:10 - 12:30

Data, Insights and Analytics

Unlocking Deeper CX Insights for Competitive Advantage powered by enhanced signals and AI analytics

Presentation

Optimising the Customer Journey

Data insight and analytics are crucial for modern CX programs to thrive. They involve the process of collecting, processing, and analyzing raw data to extract meaningful patterns, trends, and knowledge. This information then informs strategic decision-making, leading to the right actions being taken resulting in improved performance, business outcomes and competitive advantage.With the enhancements in artificial intelligence and machine learning, organizations can process vast amounts of customer feedback and operational data. This allows for a deeper and faster understanding of insights compared to traditional methods.In this session (Medallia and NTT) we will explore how CX programs are maximizing more data sources to provide a wider more comprehensive view of customer experiences, and how using AI powered analytics to support deeper understanding and speed to insight.

Speaker:

Eleanor Telling

Medallia

Senior Director Experience Advisory

Motivated Customer and Employee Experience Management professional with over twenty five years of experience within the Research Industry. Proven track record of providing value through client growth and retention. Extensive knowledge of technology platforms, research and analytics (including text analytics). Experience across multiple industries, research types and sectors helping clients to create programs and solutions to bring actionable insight and change to their organizations.

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

Head of Business Services

An enthusiastic, energetic, and dedicated leader in technology with 30 years telecommunications experience.

Technology excites me and I am passionate about ensuring that tech helps provide the best PX which then leads to a great CX for Sky's Business customers.

Carl McCartney

Les Mills

Global Sales Enablement Director (Global Markets)

Carl McCartney is the Global Sales Enablement Director at Les Mills International, where he champions the link between customer experience and sales performance. With over a decade of leadership across sales and customer-facing teams, Carl has built a career on helping organisations turn exceptional experiences into lasting commercial results.

He leads global initiatives that equip sales teams to deliver value at every stage of the customer journey, blending data-driven insight with practical enablement. His programmes span sales training, customer success, negotiation, and leadership development — all designed to drive growth while keeping the customer at the heart.

A regular keynote speaker and panel host, Carl is passionate about how innovation and emotional intelligence can enhance both employee and customer experience, shaping the future of high-performing organisations.

Maurice Gonzenbach

Caplena

Co-Founder & Co-CEO

Since co-founding Caplena in 2017, Maurice has been actively involved in the market research and CX industry, dedicated to translating the latest AI advancements into practical tools that not only make researchers more efficient but also enhance their enjoyment of previously repetitive tasks. As an expert in feedback analysis, Maurice also lectures in Master of Advanced Studies courses and frequently presents current best practices at prominent conferences such as IIEX Europe/NA, Quirks NY, and Succeet. Maurice holds a MSc Computational Science & Engineering from ETH Zurich and has published multiple scientific papers in the fields of image & natural language processing.

12:50 - 14:05

Data, Insights and Analytics

Lunch & Networking

Break

14:05 - 14:25

Data, Insights and Analytics

Beyond Satisfaction: Redefining Customer Delight at Porsche

Case Study

Predictive Modelling for Customer Insights

Rethinking Metrics: Discover why traditional satisfaction scores no longer align with Porsche’s vision for excellence and how they are redefining success in customer experience.
Tech-Driven Transformation: Learn how Porsche built a cutting-edge feedback ecosystem that captures real-time insights across the entire customer journey.
Branded Research as Experience: See how customer centricity shapes every touchpoint, turning research into a brand-building experience that inspires loyalty and emotional connection.

Speakers:

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.

Doris Kauffman

Porsche AG

Manager Customer Research & Insights

For more than 12 years Doris Kauffmann has been steadily advancing the area of CX Insights at Porsche. Besides realtime CX measurement she is leading consistent customer satisfaction management across departments and markets up to executive board level. Doris Kauffmann studied business administration at the university in Augsburg.

14:25 - 14:45

Data, Insights and Analytics

Allianz Case Study: Unlocking Digital Engagement and Retention With Behavioral Science: What Really Works

Case Study

Translating Customer Data Into Meaningful Action

Speaker:

Adam Flitton

Allianz

Principal Behavioural Scientist

14:45 - 15:05

Data, Insights and Analytics

The Future in Focus: Using Behavioural Insights to Drive Engagement

Panel Discussion

Predictive Modelling for Customer Insights

Customer insight is transforming engagement by helping organisations understand behaviours, personalise experiences, and respond more effectively to evolving needs. This session explores how teams are translating behavioural data 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 insight-led strategies.

What to expect:

How customer insights are helping organisations stay ahead of expectations
Using behavioural data to tailor and prioritise customer interactions
Addressing data quality and technology hurdles
Measuring the ROI and engagement outcomes driven by customer insights

Speakers:

Sakina Mirza

British Airways

Senior Commercial Strategy Analyst

Sakina Mirza is a Senior Commercial Strategy Analyst at British Airways, where she leverages data-driven insights to guide strategic decisions. She brings expertise at the intersection of data, business strategy, and customer experience.

Her career reflects a passion for translating complex data into actionable strategies. She has a proven track record in building robust statistical models, driving innovation, and solving unique business challenges through predictive analytics.

Beyond her corporate role, Sakina is actively engaged in mentoring and social impact initiatives, volunteering with organizations focused on economic empowerment and poverty alleviation.

At the Customer Engagement Summit, she brings her perspective on how predictive analytics can unlock smarter, more meaningful interactions with customers while balancing innovation and responsibility.

Nicola Adcock

Defence Science and Technology Laboratory (dstl)

Optimisation Lead

Nicola Adcock is the newly appointed Optimisation Lead at Dstl, following five successful years as Customer Experience Lead. With over 15 years of experience designing and improving public services, Nicola brings deep expertise in translating user needs into meaningful, system-wide change.

Her work focuses on applying behavioural insights to drive engagement and embed customer-centric thinking across complex, multidisciplinary, publicly-funded environments. In her new role, Nicola will be building on the development of a customer-focused approach by readying services to be able to deliver future impact.

Nicola’s core strengths include:

Leading customer-facing teams
Service design
Embedding KPIs and leveraging data analytics for continuous improvement
Developing and implementing customer experience strategies
Coordinating cross-functional activities to drive customer success

Nicola is passionate about using behavioural insights to influence decision-making, foster trust, and drive employee engagement.

Caroline Wood

Bupa

Head of Customer Intelligence

With an academic background in health psychology and behavioural science, Caroline’s career to-date has focused on understanding human behaviour and the psychological drivers behind everyday decisions. Her current work at Bupa focuses on using insight to inform improvements to customer and employee experience. Specifically, her interests cover how a behavioural science lens can deepen our understanding of customer emotion and decision making processes to ensure CX improvements drive maximum impact. Prior to joining Bupa, Caroline worked as an academic researcher and independent consultant, partnering with teams to design and implement customer-centric behaviour change strategies across domains such as smoking cessation, sustainable living, travel habits, mental health, and clinical practice improvement.

15:10 - 15:30

Data, Insights and Analytics

AutoTrader Case Study: Reframing Electric Vehicle Adoption and Myth Busting

Case Study

Powering Insight and Personalisation Through Data

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 Bath Bombs and Strawberry Sandwiches Are Telling Us

Presentation

Powering Insight and Personalisation Through Data

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.

Speakers:

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.

David Jeans

The Harris Poll UK, A Stagwell Company

Client Services Director

Throughout his 15+ years in the industry, David has supported some of the UKs best known brands. He has helped them better understand the experiences of their customers empowering them to turn feedback into actionable change that has made a lasting impact–both to the CX and the bottom line. David values the partnerships he has with his clients and enjoys supporting the creation of tailored solutions for each one.

15:50 - 16:10

Data, Insights and Analytics

From Data to Relevance: Delivering Personalised Experiences That Matter

Panel Discussion

Powering Insight and Personalisation Through Data

In today’s customer-driven world, relevance is everything. Organisations that can translate data into meaningful, personalised experiences build stronger engagement, trust, and loyalty. This session explores how teams are turning customer insight into actionable strategies that resonate, while balancing technology with the human touch. Panellists will share practical approaches, challenges, and examples of personalisation that truly makes a difference.

What to expect:

How customer insight is being used to create personalised experiences that drive engagement
Balancing automation and human empathy to maintain authenticity
Turning data into actionable strategies that deliver measurable impact
Overcoming challenges around privacy, trust, and ethical personalisation

Speakers:

Raj Khalid

Regal Cineworld Group

Customer Experience Manager

Nick King

AutoTrader

Insights Director

16:40 - 17:00

Data, Insights and Analytics

Decathlon Case Study: Unlocking Growth Through Search Insights

Case Study

The Use of Insights to Transform Engagement

Search is more than just a box on a website—it’s a window into customer intent. Yet for many businesses, search data remains underused, treated as a feature rather than a growth driver. In this session, Shilpa will share how turning search insights into action led to a 15% revenue uplift with no additional investment. You’ll learn how to identify high-value keywords, transform “no result” queries into opportunities, and optimise journeys based on real customer behavior. Attendees will leave with a practical framework for using search analytics to improve engagement, reduce friction, and build experiences that convert.

Speaker:

Shilpa Manikanteswaran

Decathlon

Insight Analyst & Personalisation Specialist

Shilpa is an Insight Analyst who helps bridge the gap between data and experience. Passionate about turning insights into action, she uncovers patterns in user behavior to shape smarter, more intuitive digital experiences.

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

Speakers:

Ross Antrobus

LIV Golf

SVP Insight and Analytics

Ross is the SVP Insight at LIV Golf. LIV Golfs’ purpose is to holistically improve the health of professional golf on a global scale to help unlock the sports’ untapped potential. At LIV Golf he is charged with delivering a research programme from scratch across multiple markets covering sponsorship valuation, event engagement / feedback, media monitoring and brand tracking.

Prior to his move to golf, he led the award-winning Behavioural Insights & Business Analytics team at The English Football Association (The FA) for 9 seasons.

A career spanning 25 years of brand and consumer research experience including senior positions at research-based consultancies specialising in communication, brand, engagement, and customer research. He also has experience client side as a researcher and marketing manager at Müller, and seconded posts with Unilever, Coca-Cola and Vodafone.

Zeke Zhiqian Wu

Nissan Motor Corporation

Global CRM Program Manager

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

The Defectiveness in Effectiveness... And How Data, Creativity and Measurement Can Turn the Tide

Presentation

Omnichannel Marketing and Seamless Customer Journeys

Marketing effectiveness is under threat from a combination of siloed working practices, opaque measurement techniques and an ongoing drive for budget efficiency in a world obsessed with short-term outcomes. Over the past few years, the DMA has unearthed a wealth of evidence from its effectiveness databank that definitively quantifies how a combination of creativity, customer data and measurement best practice will boost marketing effectiveness across the customer journey.

Speaker:

Ian Gibbs

Data & Marketing Association

Insight and Planning Director

With twenty years experience in media and marketing measurement Ian Gibbs divides his time between the DMA as their Director of Insight and Planning, JICMAIL as their Director of Data Leadership and Learning, and a diverse range of independent clients. Ian is the chief architect of the DMA's Effectiveness Databank - an advertising effectiveness database of over seventeen hundred campaigns, and he regularly speaks at industry events and publishes work on the value of measurement, creativity and customer data and engagement.

09:25 - 09:45

Engagement Marketing

AI + Creativity: Your Secret Weapon

Presentation

Omnichannel Marketing and Seamless Customer Journeys

In today’s world, technology alone doesn’t create meaningful customer connections. The real impact comes when creativity and human imagination meet the power of AI. This session will explore how imagination, emotional intelligence, and innovative thinking, coupled with intelligent technology, can transform the way brands engage with their customers. It’s about finding the right balance between art and science so that experiences aren’t just relevant but truly resonant.

Speaker:

Marlon Hills

Braze

Senior Area Vice President, Northern Europe

Marlon Hills is Senior Area Vice President for Northern Europe at Braze, where he leads regional growth and strategy for one of the world’s leading customer engagement platforms. With more than 15 years of experience at Salesforce & Braze, he’s deeply passionate about helping brands transform customer engagement through technology and data-driven strategies.

09:45 - 10:05

Engagement Marketing

Creating Seamless Campaigns 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

Speakers:

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.

Fergus Walsh

Braze

Senior Account Executive, Enterprise

Fergus Walsh is a seasoned enterprise sales leader with over a decade of experience driving growth for global SaaS and martech companies. Currently a Senior Enterprise Account Executive at Braze, Fergus partners with global brands to deliver personalised, cross-channel customer engagement at scale. His career spans high-impact roles at SAP, Bloomreach, and Gartner, where he helped organisations navigate complex digital transformation journeys. With a deep understanding of customer engagement platforms and a strong track record in enterprise sales, Fergus brings a valuable commercial perspective to conversations around modern marketing, tech adoption, and customer experience.

10:05 - 10:45

Engagement Marketing

Coffee & Networking

Break

10:45 - 11:05

Engagement Marketing

Global Radio Case Study: Beyond the Music: Building Emotional Connection in the Digital Age

Case Study

Creating Valuable, Relevant Customer Content

Speaker:

Danny Starr

Global

Product Lead, CX

Danny Starr leads the Customer Experience product squad for Global Player and the new LBC app at Global Media & Entertainment, home to some of the UK’s most popular digital audio brands. Global Player consistently ranks among the top music apps on the Apple App Store, serving millions of listeners across radio, podcasts, and playlists. The newly launched LBC app empowers users to personalise their news experience, offering custom feeds, live radio with pause and rewind, and exclusive opinion content from leading UK and global voices.

With a background in neuroscience and data science from his university studies, and a parallel career as an internationally recognised recording artist and songwriter, Danny brings a rare mix of analytical thinking and creative storytelling to his work. At the Engage Customer Engagement Summit, he’ll share how his team uses behavioural insights to craft one-of-a-kind fan experiences that drive deeper connection and loyalty.

11:05 - 11:25

Engagement Marketing

How Does the Guardian’s Marketing Techstack Enable the CRM Team to Craft Valuable, Relevant Customer Journeys? In Conversation with Tamara Essawy, Senior CRM Manager at The Guardian

Interview

Creating Valuable, Relevant Customer Content

Speaker:

Tamara Essawy

The Guardian

Senior CRM Manager

Tamara has over ten years of experience in CRM, the last six of which have been spent working at the Guardian in marketing and reader revenue. Her focus is on activating a martech strategy that enables teams to craft multi-channel, personalised journeys for registered readers, in order to amplify the Guardian’s journalism and maximise its commercial value.

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 15+ years across 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, Annisha is a dedicated community leader, trustee and advocate for inclusive education, culture and business.

Bukola Odunaiya

Expedia Group

Senior Integrated Campaigns Manager

Bukola Odunaiya is a full-stack marketing professional and Senior Integrated Campaigns Manager at Expedia Group. She specialises in marketing automation, demand generation, data management, and hyper-personalized campaigns. Bukola leads B2B growth marketing initiatives, driving product adoption through strategic planning, cross-functional collaboration, and data-driven optimisation, with proven expertise across global brands including Deloitte, Medallia, and Euromonitor.

Aileen Raynos

Nestlé Purina UK & Ireland

CRM Lead

Now in my 17th year working at Nestlé Purina my mission is to transform our connection with consumers across our digital ecosystem. I adopt a data-driven approach to deliver a best-in-class consumer experience, underpinned by personalized CRM campaigns. At Purina our priority is building lasting, valuable relationships that enhances the lives of pets and the people that love them.

11:50 - 12:10

Engagement Marketing

The Big Sky Cares Wrapathon: Purpose, People and a Guinness World Record: In Conversation wtih Claire Jackson, Head of Internal Communications, Campaigns & Channels at Sky

Interview

Data-Driven Marketing Strategies

How do you unite 2,000 colleagues across four countries, deliver thousands of gifts to communities in need, and set a Guinness World Record along the way? In this session, Claire will share the story behind The Big Sky Cares Wrapathon – a festive initiative that blended creativity, logistics and heart to support 28 charity partners during a difficult cost-of-living Christmas. Discover how the project engaged employees at scale, strengthened culture, enhanced Sky’s reputation, and demonstrated the lasting impact of purpose-led engagement.

Speakers:

Claire Jackson

Sky

Head of Internal Communications, Campaigns & Channels

Claire Jackson is a seasoned communications and marketing professional with over two decades of experience spanning agency, in-house, and media roles. Currently Head of Internal Communications, Campaigns & Channels at Sky, Claire leads high-impact, multi-channel campaigns that bring to life the company’s biggest moments across TV, Sport and Product for its people.

Her career includes a decade in Sport as a senior comms leader including at the England & Wales Cricket Board and UK Sport. Claire also brings agency-side expertise from Hill & Knowlton, where she delivered global partnership campaigns for HSBC and prior agency roles developing marketing campaigns for Vodafone and Toshiba.

Claire began her career in television, working with Disney and on productions for ITV, BBC, and Channel 4, gaining valuable editorial and broadcast experience. She combines strategic insight with creative execution to deliver impactful, high-quality campaigns across varied audiences. Her leadership is defined by the results she achieves and her commitment to the wellbeing and development of her team.

Fiona Ball

Sky

Group Director of the Bigger Picture & Sustainability

Fiona Ball is Group Director of the Bigger Picture and Sustainability at Sky, one of Europe’s leading media and entertainment companies with 23 million customers, and part of the Comcast group. She is responsible for Sky’s sustainability strategy and performance, spearheading the group’s responsible business, social impact and cause-related strategy, marketing, plans and campaigns. Under Fiona’s leadership, Sky’s sustainability and community teams have delivered world-leading strategies and campaigns including Sky Zero, Sky Ocean Rescue, and most recently, Sky Up - Sky's commitment to tackle digital inequality and provide support to a quarter of a million digitally excluded people through a £10m fund. Alongside this, Fiona is responsible for Sky’s environmental impact, from the sustainability of its products and services to respecting human rights and maintaining Sky’s leadership position on climate change. Sky was the first media company in the world to go carbon neutral in 2006 and has committed to halve its footprint across its value chain by 2030. Fiona possesses an honours degree and masters in environmental management from Brunel University, is a Chartered Environmentalist and a Fellow of IEMA. She sits on the Media Trust Advisory Group, the BITC Climate Leadership Group and Net Zero Task Force, BAFTA Albert’s Board of Trustees and Co-Chairs the BAFTA Albert Sustainability Advisory Group.

12:10 - 12:30

Engagement Marketing

Finding the Confidence to Tell One Story: Behind the Scenes of a Global Brand Transformation: In Conversation with Nicola Shield, Head of Marketing Strategy, Planning and Communications at Bupa Global

Interview

Data-Driven Marketing Strategies

When your business spans countries, cultures and customer segments, simplicity can feel impossible. But at the start of this year, Bupa Global set out to prove otherwise, creating its first-ever global creative platform and uniting every market behind one clear story.

In this fireside chat, Nicki Shield, Head of Marketing Strategy at Bupa Global, takes us behind the scenes of that transformation, from the insights that shaped the idea to the data that gave the team the confidence to back it. She’ll share how customer evidence, rigorous testing and creative conviction combined to simplify a complex brand, align diverse markets, and reframe marketing’s role inside the business. This session will be a practical look at what happens when a global brand finally finds the confidence to tell one story.

Speaker:

Nicola Shield

Bupa Global

Head of Marketing Strategy, Planning and Communications

Nicki leads the Marketing Strategy, Planning and Communications Team at Bupa Global – the premium international health insurance arm of Bupa. She’s responsible for the strategic direction of Bupa Global’s marketing including brand, content, messaging, across all customer segments. With over 20 years marketing experience she has real expertise in creating customer-first strategies and campaigns that are bold, impactful, and data-driven.

Working at the intersection of creativity and strategy in a global and highly regulated industry, Nicki brings a unique perspective on how brands can cut through complexity to deliver meaningful, relevant communications.

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.

Nicola Shield

Bupa Global

Head of Marketing Strategy, Planning and Communications

12:50 - 14:05

Engagement Marketing

Lunch & Networking

Break

14:05 - 14:25

Engagement Marketing

Haleon Case Study: Customer Connections – Purpose through Partnership

Case Study

Building Customer Connections

Speaker:

Thomas Bassett

Haleon

Global Director - Customer and Channel

Tom is responsible for driving strategic growth across global markets through optimised Channel performance and Customer engagement. He leads the alignment of the Haleon Oral Health Brand strategies with Retail execution overseeing Customer-centric programmes and strategy.

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

Speakers:

Samantha Lewis-Williams

Financial Times

Head of Marketing Automation

Sam Lewis-Williams is Head of Marketing Automation at the Financial Times, where she leads a global team driving data-led engagement strategies across the subscriber lifecycle. With expertise in personalisation, customer journeys, and marketing technology, Sam focuses on using insight and innovation to connect audiences with trusted journalism in meaningful ways.

Beth Simpson

Canon Europe

EMEA Customer Marketing Senior Manager

As the EMEA Customer Marketing Senior Manager at Canon EMEA, I have over 8 years of experience in leading and transforming the Marketing, CRM, loyalty, and customer experience functions across 23 European markets. I am passionate about delivering data-driven and customer-centric marketing strategies that drive engagement, retention, and revenue growth across B2C and B2B.

15:10 - 15:30

Engagement Marketing

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 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

Customer Value & Experience, Digital

Regional Director

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, 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

Speakers:

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.

Ellie Sutton

Nestlé

Head of CX

Ellie Sutton is Head of CX for Nestle UK&I. With over 15 years of experience developing customer strategy for world class brands including Nestlé, IKEA, Aldi, John Lewis and Waitrose. Recognised as a 2024 Global CX All-Star and a CXFO Top 100 CX Voices, Ellie specialises in designing customer centric strategies that drive commercial growth.

16:10 - 16:40

Engagement Marketing

Coffee & Networking

Break

16:40 - 17:00

Engagement Marketing

Proving the Power of Customer Marketing: In Conversation with Caroline Sams, Customer Engagement Lead at Canon

Case Study

Measuring the Effectiveness of Marketing

Speaker:

Caroline Sams

Canon

Customer Engagement Lead

Devoted customer cheerleader with 15+ years in the marketing biz, Caroline has worked on big loyalty brands namely Canon Club, Nectar and Krispy Kreme Rewards. Makes it her mission to put customer needs at the heart of strategy—listening closely, digging into the data, and designing CRM and loyalty programmes that feel personal, purposeful, and rewarding. Presently responsible for the customer engagement CRM team at Canon, Caroline has tried and tested methods for optimising plans through data-driven decisions. Ultimately, championing the business value of retention by turning new customers into super lifelong fans!

17:00 - 17:20

Engagement Marketing

Legal & General Case Study: Pathological Pension Avoidance: Solving the Customer Engagement Paradox

Case Study

Measuring the Effectiveness of Marketing

Pensions are one of the most widely held financial products in the UK - yet they remain among the least understood, least accessed, and least emotionally connected. This is the Pension Paradox: a product designed to secure our future, routinely ignored in the present.

In this session, Sean Philip, Customer Engagement Director at Legal & General, explores the behavioural, technological, and strategic roots of pathological pension avoidance. Drawing on Legal & General’s transformation journey, Sean reveals how data-driven personalisation, life-stage segmentation, and behavioural nudging are being used to rewire apathy into action.

Expect candid insights, real-world results, and a bold vision for how customer engagement can evolve from passive communication to meaningful, measurable outcomes. If you’ve ever wondered why your most valuable customers are the least engaged-this is the paradox you need to solve.

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.

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

Speakers:

Mardien Drew

YouGov

Customer Marketing Lead

At YouGov, I amplify our customers’ voices by helping us understand what we do well, where we can improve, and how to build stronger connections. With deep experience in product marketing and building digital products, I turn insights into strategies that deliver real results.

I lead a global workstream on data quality for the Market Research Society, ensuring business decisions are based on trust-worthy and high quality data.

With a background in research, customer strategy and product marketing, I also spend my spare time helping women to find their voice, connect with the right audience, and show up with confidence—whether that’s through stronger messaging, clearer websites, or personal style. I believe how we present ourselves—online and in person—matters, and is a firm believer in women backing women every step of the way.

Douglas Orr

Message Matrix

CEO & Founder

Douglas Orr is a serial entrepreneur, engineer, and inventor with multiple patents granted in the UK and internationally. Over the past two decades, he has built three successful technology companies across six European countries, taking them from startup to exit. In 2021, Douglas founded Message Matrix to transform how events connect people. The company was born out of a secure, patented messaging platform he designed to power seamless communication, staff-to-staff handover, and compliance-ready engagement. That foundation now underpins Message Matrix’s AI Concierge and event technology solutions: helping organisers deliver more inclusive, engaging, and profitable experiences worldwide. Message Matrix is recognised as a leader in AI-driven event engagement, with its platform supporting millions of attendee, exhibitor, and organiser interactions across global conferences.

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

Customer Acquisition, Retention and Growth is a Team Game

Presentation

Cross-Generation Engagement Tactics

In this talk, Mike will explore why success in today’s competitive and increasingly omni-channel market requires cross-functional collaboration. No single department or role can manage the entire customer lifecycle alone. Drawing on over 25 years leading sales teams and companies, Mike will bring to life that when a company operates with a clear purpose beyond profit such as solving meaningful problems for customers, it creates a shared mission across departments. That this requires a customer-first mindset to drives accountability from the top of an organisation down. How this starts with a customer-first culture which means every decision, product update, campaign, or conversation is measured by how well it serves the customer. And why this in turn drives a higher level of employee engagement which fuels better results. Mike will share lived experiences and practical examples drawing on his experiences with some simple take aways and some of the battle scars along the way!

Speaker:

Mike England

Flowtech

Group CEO

Mike is CEO at Flowtech Fluid Power Plc, the market leading Fluid Power solutions provider and is leading an exciting transformation of the company . He spent eight years with FTSE100 RS Group plc, where he held key leadership roles including Group Chief Operating Officer, overseeing P&L across the Americas, EMEA, and APAC. Prior to that, he served as President of EMEA and, earlier, as Managing Director, successfully leading the turnaround of operations in the UK and Northern Europe. Before RS Group, Mike spent nine years at FTSE250 Brammer plc (now Rubix), where he was Key Account and Sales Director, following nine years at Rexel in a variety of commercial and operational leadership roles. Mike holds a Master's Degree in Engineering and brings over 25 years of commercial and operational leadership experience in industrial product distribution and services. Mike is passionate about creating a purpose led, high performance culture. Highly customer centric in approach and an advocate for diversity and inclusion. Committed to inspiring the next generation of engineers and giving back to the community.

09:25 - 09:45

Loyalty, Retention & Growth

Emergen-CX: Responding to the Loyalty Crisis in the Experience Economy

Presentation

Cross-Generation Engagement Tactics

In a time of unprecedented customer expectations, disconnected experiences, and rapid tech disruption, we’re facing a full-blown CX emergency. James Adamczuk, Global CX Strategy Lead, unpacks the critical trends reshaping customer loyalty, retention, and growth — from the rise of AI-powered contact centres to shifting buyer behaviors. This session explores how brands can respond to the crisis not just with better tools, but with bold transformation: aligning people, processes, and outcomes to deliver real value.

Speaker:

James Adamczuk

Zoom

Global CX Strategy Lead

James Adamczuk is a Customer Experience (CX) and Digital Transformation expert at Zoom, where he specialises in leveraging AI to enhance customer experience and drive innovation. His work focuses on implementing cutting-edge solutions that streamline customer interactions and create more meaningful, efficient experiences across all touchpoints in the digital age.

As a recognised keynote speaker, James shares insights on how AI is transforming customer experience, helping organisations understand the practical applications of artificial intelligence in customer service and engagement. His presentations combine strategic vision with actionable insights, making complex digital transformation concepts accessible and empowering businesses to embrace the future of customer experience.

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

Speaker:

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

Speakers:

James Vukashin

phs Group

Head of Customer Experience and Customer Excellence

James has over 20 years’ experience in customer roles, working across varies blue chip businesses as well as startups. This has included leading large contact centres, cross functional teams and delivering large change programmes for some well-known brands.

Currently the Head of Commercial Operations at phs Group, his focus is on improving the customer experience, increasing customer loyalty/reducing churn, ensuring the commercial teams are as efficient as possible, driving a new data strategy, ensuring the business is insight focused, the sales teams deliver and have the tools/systems to do the job and ensuring customer needs are met through a great service delivery, pricing model and product range.

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.

Divya Kerslake

Utility Warehouse

Head of Customer Marketing

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.

12:10 - 12:30

Loyalty, Retention & Growth

Monitor, Measure, Mentor, Master! Using AI to Increase Sales Efficiency and Excellence

Presentation

Measuring and Improving Retention Rates

B2B sales is facing unprecedented pressure to adapt. Digital products, evolving customer expectations, and hybrid sales models require a shift in mindset - today, not tomorrow. In this session, we’ll explore how enablement and AI serve as powerful strategic levers: helping sales teams respond faster, operate more efficiently, and work seamlessly with marketing. You’ll also see why content is the fuel that powers AI - forming the foundation for consistent, compelling customer experiences across every channel.

Speaker:

Jes Breslaw

Seismic

Head of EMEA Marketing

Jes Breslaw is a senior marketing leader with nearly 30 years’ experience helping technology businesses scale across EMEA. He has held leadership roles at Couchbase, Delphix and other high-growth companies, most recently leading the EMEA marketing team at Seismic, the category leader in Revenue Enablement. Jes is recognised for turning complex technology into clear, engaging stories that resonate with customers and partners.

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

Speakers:

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.

David Wall

Kantar

Senior Customer Strategy Director

David is a Senior Strategy Director within Kantar’s Customer Experience domain working closely with organisations across retail, automotive, CPG, and Financial Services, to use CX as a key growth-enabler. David leads award-winnings teams across measurement design, insights, and consulting with the ultimate aim of supporting clients achieve sustained commercial growth. He has over 13 years experience in experience design, loyalty, CRM and innovation working closely with brands such as Hyundai, Halfords, Pets at Home, PlayStation and McDonalds.

Natalie Rea

Clarity Environmental

Chief Executive Officer

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

Speakers:

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.

Stephen Akadiri

Grey

SEO Growth Manager

Stephen Akadiri is one of the top organic growth experts to emerge from Africa. He has helped brands, startups and businesses across the world (including the UK and the US markets) to grow through building scalable systems that turn search into long-term business growth. With over 6+ years of experience, he has led SEO for fintech, media, and SaaS companies.

As a Senior SEO and Organic Growth Specialist at Grey (YC W22), Stephen leads international SEO strategy, aligning product and content to drive sustainable acquisition across key markets.

He is also a passionate community builder who regularly mentors emerging digital talent and runs training programs for future growth leaders.

Mike Brinn

TLC Worldwide

Global Loyalty Director

With over 20 years of experience designing and managing customer loyalty programs, Mike develops initiatives that drive engagement, strengthen brand value, and put members at the centre of every decision. He has successfully partnered with global brands across diverse industries and is recognised for delivering innovative programs that consistently exceed expectations.

15:10 - 15:30

Loyalty, Retention & Growth

RNIB Case Study: Building Customer Loyalty with Inclusive Designs

Case Study

Building Effective Customer Loyalty

Using inclusive design as a starting point, Robin will outline the huge opportunity available to brands to optimise value by embedding inclusive design. Robin will reflect on a range of industry engagements across multiple sectors, including personal finance, healthcare, FMCG and consumer electronics. He will analyse what has worked well and provide an indication of key success criteria. Robin will also highlight the pivotal role which inclusive design can play in enlarging your customer base.

Speaker:

Robin Spinks

RNIB

Head of Inclusive Design

Provide leadership and support to a dedicated team of accessibility professionals working within the global ICT industry. Leading relationship management and advocacy within the mobile technology industries, working collaboratively to improve access to digital services and products worldwide.

15:30 - 15:50

Loyalty, Retention & Growth

From Batch-and-Blast to Loyalty That Lasts: The Travelex Story

Presentation

Building Effective Customer Loyalty

Travelex Plus isn’t loyalty built on transactions; it’s loyalty built on customer moments. Travelex knew engagement couldn’t be rebuilt on outdated, batch-and-blast campaigns, so with Iterable as the engine, they launched a modern, data-driven approach that listens, adapts, and responds in real time. In this session, discover how Travelex reimagined loyalty from the ground up, replacing static campaigns with dynamic, personalised journeys that deepen relationships and deliver measurable results.

Speaker:

Adam Knight

Travelex

Director of Marketing

With a career spanning brand reinvention, marketing transformation, and customer engagement, Adam has led game-changing strategies at Travelex, Zoopla, and worked with top global brands like Audi, McLaren, Canon, Starbucks and Tesco. His expertise in blending technology, creativity, and data-driven insights has set new benchmarks in marketing innovation.

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

Speakers:

Áine Egan

Halfords

Training and Development Lead

I’m an award-winning Training and Development professional, proud to have earned Silver Trainer of the Year at the 2023 CCMA Awards. From air hostess to contact centre team leader, my journey has been anything but ordinary — and every step has fuelled my passion for creating training that’s engaging, inclusive, and impactful.

Now, as Group Induction Lead, I’m focused on transforming how new colleagues join the business. I’m building a consistent, structured induction experience that sets people up for success from day one.

I’ve delivered training globally, partnering with BPOs in South Africa and India to design learning that resonates with diverse audiences. Whether it’s customer service or onboarding, I believe every learner deserves training that’s clear, confident, and full of personality.

I’m driven by a love for learning, a commitment to excellence, and a mission to make every induction feel like a warm welcome — not just a checklist.

Robin Spinks

RNIB

Head of Inclusive Design

16:10 - 16:40

Loyalty, Retention & Growth

Coffee & Networking

Break

16:40 - 17:00

Loyalty, Retention & Growth

Lloyds Bank's Experience-Led Growth

Presentation

B2B versus B2C Engagement

In a competitive market, brands must live their purpose in every moment. Join Suresh Balaji, CMO of Lloyds Banking Group, and Peter Aitken, Head of Customer Strategy at Kantar, as they reveal how Lloyds Bank has embedded its brand into every customer interaction—driving growth through purposeful design, technology, and experience.

Discover how Lloyds’ 2024 brand refresh brought its “Move you forward” positioning to life, with the iconic black horse, Cancara, woven into every touchpoint. The session will also explores how AI and evolving customer behaviors—like AI-driven search—are reshaping brand engagement and loyalty.

Speakers:

Peter Aitken

Kantar

Head of Customer Strategy & Insights

As Kantar's UK lead for Customer Strategy and Insight, Peter supports a fantastic team of customer and employee experience strategists, designers, and insights specialists. They love to use data to guide their clients in delivering business-changing impact, achieving commercial and customer benefits. He also co-leads the Customer Experience domain for Kantar UK. His team deliver platform-based experience measurement programmes, with their research and experience design expertise at the heart.

Suresh Balaji

Lloyds Banking Group

Chief Marketing Officer

Suresh‘s role covers creating and delivering brand and marketing strategies, driving customer lifecycle management though consumer data & analytics and designing customer experiences to drive growth.
Previously he was Global Head of Marketing & Communications for Standard Chartered Bank based in Hong Kong. Prior to this, Suresh worked for HSBC, WPP and GSK, where he held various leadership roles in strategy, sales, products, media and advertising across the UK, Middle East, India and Asia Pacific.

17:00 - 17:20

Loyalty, Retention & Growth

From Legacy to Loyalty: How Purpose-Led Transformation Is Reshaping the Customer Experience at Stewardship

Case Study

B2B versus B2C Engagement

What does it take to radically reimagine customer experience in an organisation rooted in 100 years of legacy? And what happens when customer experience becomes more than a metric, but becomes the mission itself? Discover how active listening, bold decision-making and a purposeful shift toward a more values-driven culture has laid strong foundations for deeper relationships, lasting loyalty and sustainable growth. With customers ranging from major philanthropists to frontline charities and everyday givers, these insights into B2B and B2C CX design are deeply Transferable - especially for teams trying to deliver clarity, empathy and impact in complex environments.

Speaker:

Lyndall McCarthy

Stewardship

Head of Customer Experience

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

With over a decade of experience driving customer-centric transformation across both B2B and B2C landscapes, leading both Commercial and Customer areas of fast paced, entrepreneurial businesses.

Currently focused on people and technology based change management programs, in a high growth market sector.

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

Redefining Customer Experience: A Buyer’s Guide to Agentic AI

Roundtable

The rise of agentic AI is transforming how enterprises approach customer experience, but for many teams, the space remains noisy, overhyped, and difficult to evaluate. This roundtable is designed to help CX, product, and operations leaders cut through the chaos and build clarity around what truly matters when exploring AI agent solutions for real-world support scenarios.

You'll learn:

Why Now: What distinguishes high-performing agentic AI from outdated chatbot technology and most modern AI-native tools.
How to Buy: A deep dive into key enterprise evaluation criteria—security, transparency, adaptability, and more.
How to Implement: Practical guidance on integrating agentic AI into existing workflows without starting from scratch.
How to Measure: Real-world ROI metrics and success benchmarks from forward-thinking companies like yours.

Whether you're leading a CX transformation or shaping AI strategy across your org, you'll leave with a vendor-agnostic framework for evaluating AI agents—plus practical insights from teams already putting them into action.

Who it's for: CX and operations leaders, product teams, and innovation decision-makers.

Speaker:

Jesse Zhang

Decagon

CEO & Co-founder

10:45 - 11:45

Focus Groups

Automate What Matters – Finding the 20% of Interactions that Drive 80% of CX Cost and Value

Roundtable

AI makes it possible to automate more than ever, but not everything should be automated. The challenge is deciding where automation delivers the most impact without eroding trust or the human touch.

What’s the one process you’d automate tomorrow if you could?
How do you balance efficiency gains with customer trust and experience?
Where do you draw the line between human vs. AI — and how do you keep that line moving as AI evolves?
How will AI change the culture of your company?
Is today's work ethics driving the need for AI?

Speaker:

Chris Holt

Holt CX Consultancy

Director

Chris Holt is a CX leader with over 20 years’ experience helping businesses unlock the value of their customer and employee experience investments. As Director of Holt CX Consultancy, he is known for his consultative, results-driven approach, improving customer outcomes while delivering efficiency and growth.

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.

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.

10:45 - 11:45

Focus Groups

Unlocking Customer Experience Value with Practical AI in the Contact Centre

Roundtable

Designed for C-level leaders, the roundtable offers a strategic forum to share insights and uncover impactful ways to scale AI in customer engagement. We will explore how automation can transform customer experience in contact centres. Participants will discuss practical strategies to drive revenue growth, customer retention, operational resilience, and reduce operating costs by applying AI to key customer journey touchpoints.

Topics include:

Identifying high-value automation opportunities
Enhancing live interactions with real-time AI
Identifying and quantifying failure demand
Improving post-interaction workflows for better data and decision-making
Balancing efficiency with empathy
Aligning AI initiatives to enterprise goals

Speakers:

Simon Adnett

Enghouse Interactive

VP Sales UK & I

Simon brings over two decades of expertise shaping customer experience, modern voice solutions and technology, empowering organisations across every sector and around the world with innovation and collaboration.

Nigel Cox

HybrIT Services

CTO Unified Communications

Nigel has spent over two decades shaping customer experience, modern voice solutions and technology, supporting organisations worldwide across every sector with expertise, innovation and a collaborative spirit.

12:10 - 13:10

Focus Groups

Designing CX AI That Actually Works

Roundtable

AI in customer experience promises faster service, smarter self-service, and more empowered agents, but too often, the reality falls short.

Why? Because AI that isn’t designed with customers and agents in mind can add friction instead of removing it.

In this interactive roundtable hosted by NiCE and Cirrus, we’ll explore what it really takes to design and deploy CX AI that works for businesses, for agents, and most importantly, for customers. Together with your peers, you’ll discuss:

How to align AI projects with real business and customer outcomes.
The common pitfalls that derail AI initiatives and how to avoid them.
Practical steps for designing AI experiences that are intuitive, scalable, and future-proof.
The role of human oversight and how to strike the right balance between automation and empathy.
Expect a candid conversation grounded in real-world examples, with space to share your own challenges and ideas.

Walk away with practical insights to help ensure your AI investments deliver measurable impact, not just buzz.

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

12:10 - 13:10

Focus Groups

Beyond the Hype: A Practical Methodology for Embedding AI Into CX

Roundtable

AI is transforming customer experience, but most CX strategies fail before they even begin. Why? Because they often overlook the foundational elements: data readiness, insight generation and thoughtful delivery.

In this interactive roundtable, Connect invites CX and digital leaders to explore the hidden enablers of successful AI adoption. Using Connect’s transformation methodology as a guide, we’ll unpack the critical, but often underestimated, steps needed to move from ambition to impact.

Expect candid conversations, shared challenges, and peer-tested strategies across three key themes:

Foundations

Is your contact centre infrastructure ready to support AI at scale?
Can your data be trusted? Is it structured, accessible, and secure enough to enable intelligent automation?

Insight and evaluation

Are you extracting actionable insights from your CX data?
How can these insights shape a realistic and impactful roadmap for AI and automation?

Delivery and continuous improvement

What does it take to move from strategy to execution in AI deployment?
How do you integrate AI layers, like Agent Assist or Agentic AI, without compromising human-centred design?
Are you using post-call analytics to drive continuous improvement, or missing opportunities?
What governance, compliance, and performance tracking mechanisms are essential to ensure AI delivers long-term value?

Join us to challenge assumptions, share experiences and leave with practical insights to strengthen your CX AI strategy from the ground up.

Speakers:

Tim North

Connect

Vice President of Strategy Execution

Tim North Tim North is Vice President of Strategy Execution at Connect, where he translates market direction into actionable strategies that deliver measurable outcomes. With a career dedicated to simplifying complexity, Tim ensures that people, processes, and technology align to drive meaningful organisational transformation. At Connect, he leads the company’s transformation strategy - customer-focused, services-led, and technology-enabled - working closely with business leaders to build new capabilities, optimise structures, and enhance client-facing teams. His expertise spans strategy execution, business transformation, and technology leadership across contact centre, unified communications, networking, and digital customer experience. Tim is passionate about enabling organisations to embrace change, harness innovation, and create secure, work-anywhere models that meet the evolving demands of today’s market.

Sally Hodgin

Connect

Principal AI Consultant

Sally Hodgin Sally Hodgin is Principal AI Consultant at Connect, where she helps enterprises harness the power of artificial intelligence to transform customer experience and deliver measurable business outcomes. With expertise in Conversational AI, Agentic AI, and customer-centric product delivery, she specialises in designing and deploying high-value solutions that integrate seamlessly into complex enterprise environments. Her career spans financial services, fintech, and AI startups, with leadership roles across client delivery, customer success, and operations. Sally has led transformative AI initiatives, from implementing advanced voice technologies in large-scale contact centres to driving omnichannel adoption and change management programmes. Passionate about bridging technology and human experience, Sally combines strategic insight with hands-on expertise to help organisations unlock the full potential of AI while ensuring sustainable, customer-focused impact.

12:10 - 13:10

Focus Groups

From Panic to Plan: Rebuilding CX for Real Impact

Roundtable

Speaker:

James Adamczuk

Zoom

Global CX Strategy Lead

12:10 - 13:10

Focus Groups

Customers Are Crying Out for Organisations to Invest in Their People, but Are You Going Far Enough?

Roundtable

The Institute of Customer Service's (ICS) UK Customer Satisfaction Index tells us that 'poor staff competence' is the third most significant driver of customer dissatisfaction, ranking just behind 'quality or reliability of goods and services' and 'late delivery or slow service.'

In 2025, the 20 most improved organisations for CSAT focused on fixing what truly matters to customers: the competence and helpfulness of their employees, fixing issues first time, the speed and handling of complaints, and the speed of service and accuracy of responses to enquiries.

This roundtable will discuss the risks associated with the "race to the bottom", a trend where some organisations attempt to protect profitability by cutting service and investment, particularly within their frontline customer-facing teams. We'll discuss why this approach is counterproductive, as the strongest drivers of improved CSAT are directly tied to your people and the experience they provide.

Agenda points for discussion:

How can contact centres give agents the tools, training, competence, and confidence to do their job optimally?
Changing attitudes: Is the contact centre a desirable place to work?
Employee development and wellbeing: What's working?
What techniques can you deploy from a training perspective to continually develop, support, and grow your people?

Speaker:

Ben Scales

Elephants Don't Forget

Head of Sales

12:10 - 13:10

Focus Groups

AI-Powered Connections: Unifying Marketing & Customer Experience Through Insights

Roundtable

Customers don’t think in silos, but inside organisations, marketing and service often work in separate worlds. With AI now able to surface powerful insights from customer conversations, interactions, and journeys, there’s a huge opportunity for these teams to collaborate more effectively.

But it’s not without challenges. A recent MIT report found out that most AI projects still fail to deliver real business value, not because of the technology itself, but because of the lack of strategy, collaboration and execution.

This roundtable will explore how companies are collecting, sharing, and acting on insights across functions, and how AI can be the bridge between marketing and service to create seamless, human-centered customer experiences.

Speakers:

Stephanie Lias

Sprinklr

Senior Product Marketing Manager

Stephanie is a seasoned product marketing leader with experience across SaaS companies including RingCentral, DocuSign, Adobe and Sprinklr. She specializes in bringing AI-powered customer experience solutions to market, helping brands turn insights into action across marketing and service. With a background in CX strategy and digital transformation, Stephanie is passionate about aligning teams around the customer to drive measurable impact.

Sharon Rajan

Sprinklr

Principal Solutions Consultant

Sharon Rajan is Principal Solutions Consultant at Sprinklr, where she helps global brands reimagine customer engagement through agentic AI and next-generation marketing strategies. With 15+ years in SaaS and customer insights, she blends sharp solution design with a passion for storytelling to show how AI can create experiences that truly connect.

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

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.

14:05 - 15:05

Focus Groups

Stronger, Faster Measurable AI Outcomes

Roundtable

Join an exclusive, peer-led roundtable designed for CX and AI leaders who are ready to move beyond experimentation and towards proven, scalable outcomes.

Hosted by Verint, this session will explore how a pragmatic approach to AI and CX automation is delivering tangible business results – where bots, dashboards, and agentic AI are actively reshaping customer engagement.

Through an interactive discussion, we’ll highlight how organisations are achieving stronger, faster, and measurable outcomes by starting small, scaling smartly, and harnessing the power of Verint’s open platform.
Attendees will have the opportunity to:

Share real-world challenges and successes
Gain insights from peers at various stages of their automation journey
Help shape the next phase of CX transformation through open and honest dialogue

Whether you're embarking on your first initiative or scaling automation across the enterprise, this session offers a collaborative space to exchange ideas, uncover best practices, and accelerate meaningful outcomes.

Speakers:

Huw Jones

Verint

Director, Solutions Consulting

Keith Barrow

Verint

Director, Solutions Consulting

14:05 - 15:05

Focus Groups

Building a Voice Agent: A Hands-On Introduction to Voice-First Experiences

Roundtable

Join this interactive session to learn how to create a functional, voice-enabled agent from scratch. We’ll walk through the key steps - from selecting a use case to designing prompts, choosing voices, and setting evaluation criteria.

Whether you're exploring customer support automation or an interactive marketing experience, this session offers a practical introduction to building real-time voice experiences using today’s most expressive voice technology.

Speakers:

Matt Mulconroy

Elevenlabs

GTM UK&I

Matt leads the UK & Ireland Go-to-Market team for ElevenLabs, focused on supporting Enterprise customers develop, deploy and scale conversational AI applications through the ElevenLabs Agent Platform.

Louise Meyer-Schönherr

Elevenlabs

Forward Deployed Engineering

Louise is a Deployment Strategist, part of the Forward Deployed Engineering team at ElevenLabs. She works with strategic enterprise accounts to bring voice agents into production and acts as a bridge to the engineering and product teams.

14:05 - 15:05

Focus Groups

Scaling Smarter: How Ada + Epos Now Rewrote the Playbook for AI-Driven Support

Roundtable

Customer expectations are evolving faster than ever — but many support teams remain bogged down by repetitive queries, legacy IVR systems, and siloed tools.

In this exclusive roundtable, Epos Now’s VP of Operations, Ismail Ostrilski and Ada’s GM of Voice, Shorit Ghosh will share how their partnership revolutionized Epos Now’s support organization. You’ll hear how they tackled skepticism, scaled across voice and messaging channels, reallocated over 60,000 human labor hours, and raised customer satisfaction — all without sacrificing empathy.

This discussion is ideal for customer service leaders who want to understand not just what worked, but how to operationalize AI in real-world CX environments.

Speaker:

Ismail Ostrilski

Epos Now

VP of Operations

Ismail Ostrilski is Vice President of Operations at Epos Now, where he leads global operations and ensures the company’s systems, processes, and resources scale in step with its rapid growth. In this role, he drives operational efficiency across multiple functions, optimizes cross-departmental workflows, and enables reliable, high-quality support for Epos Now’s worldwide merchant base. With the company advancing AI-driven point-of-sale and embedded finance solutions, Ismail plays a central role in aligning technology, service delivery, and operational excellence to strengthen merchant success.

14:05 - 15:05

Focus Groups

Harnessing AI for Next-Gen Omni-Channel Customer Engagement

Roundtable

In an increasingly connected world, delivering seamless and personalised customer experiences across multiple channels is critical for competitive advantage.

This session, led by Will French, Account Director at Treasure Data, will examine how AI technologies can empower users to create next-generation omni-channel engagement strategies. Participants will come together to discuss how real-time AI insights and predictive analytics can transform customer journey orchestration, enabling smarter audience targeting and dynamic personalisation.

Key discussion points:

AI-Driven Customer Journey Management: Enhancing orchestration with automated, data-informed decisioning
Predictive Personalisation: Forecasting customer needs to deliver relevant content and offers
Real-Time Data Integration: Utilising live customer signals to adapt engagement strategies instantly
Measuring and Experimenting: Using AI to optimise campaigns and accelerate innovation
Implementation Challenges: Overcoming barriers to adopt AI-powered omni-channel marketing

Participants will leave equipped to leverage AI for delivering impactful, customer-centric engagement that drives growth.

Speaker:

Iain Ogilvie

Treasure Data

Senior Solutions Consultant

Iain is a Senior Solutions Consultant with nearly 25 years experience working for MarTech software companies (Treasure Data, Alterian, Portrait Software, 3radical) and Marketing Service Providers (Experian). His domain of expertise extends across data-driven solutions that include CDPs, AI, Journey Orchestration and Engagement (CX & EX) and gamification. In a career that spans solution sales & consultancy, product management & customer success Iain operates where the ‘rubber meets the road’ when business challenges, data and technology come together to deliver exceptional results and value to organisations. He has been recognised for the design and delivery of award-winning digital experience solutions across APAC & EMEA for engagement experiences in customer experience (Anytime Fitness) employee experience (National Australia Bank) and student experience (Western Sydney University).

14:05 - 15:05

Focus Groups

Rewriting the Rules of CX With AI Agents and Customer Experience Automation

Roundtable

AI has reshaped customer experience — but most automation still relies on rules, scripts, and limited scope. Now, a new model is emerging: AI agents that act independently, coordinate across systems, and drive outcomes without constant human oversight.

In this interactive executive discussion, we’ll explore how leaders are beginning to design CX around intelligent agents — unlocking autonomy, reducing cost, and delivering faster resolution at scale.

We’ll discuss:

- What sets AI agents apart from traditional automation
- Where multi-agent systems are adding value in CX
- How to start shifting from task-based bots to outcome-driven agents

Speaker:

Garry Ovenell

Talkdesk

Vice President of Solution Engineering for EMEA

Garry is a highly accomplished leader with over 20 years of experience in helping to solve business problems with business solutions. Proven ability to develop customer relationships at all levels to meet the strategic needs of an organisation. Before joining Talkdesk at the end of 2018, Garry worked for xMatters as their EMEA Solution Director and as a Lead Solution Consultant at Genesys.

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

If AI Owns the Experience, How Will Customers Experience You?

09:25 - 09:45

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

Empowering Tomorrow’s Customer Experience Through Today’s Decisions

11:05 - 11:25

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

The Missing Link: How Voice AI is Redefining Customer Connection

12:10 - 12:30

Transforming Customer Contact for the Demands of Tomorrow

12:30 - 12:50

Lunch & Networking

12:50 - 14:05

RS Group Case Study: Making Seamless, Seem More

14:05 - 14:25

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

14:45 - 15:05

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

15:10 - 15:30

Clarity Environmental Case Study: Developing a “Forever Client” Strategy

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

Zurich Insurance Case Study: Embedding Customer-Centric Thinking: Strategy, Leadership, and Lasting Impact

17:00 - 17:20

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

UK Contact Centres in 2030

09:05 - 09:25

AI Acceptance: Key Learnings from the World’s Top Brands

09:25 - 09:45

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: Success Looks Different for Everyone

10:45 - 11:05

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

11:05 - 11:25

Best Practice in Action: Driving Service Excellence and Inclusivity for Every Customer

11:25 - 11:45

HSBC Case Study: Integrating Social Media into the Contact Centre

11:50 - 12:10

Navigating the Future of Customer Care: How Arrive Scales Smarter With AI Agents

12:10 - 12:30

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: Transformation Through the Customer Lens

15:10 - 15:30

Future of Customer Service: AI + Knowledge Management

15:30 - 15:50

From Soulless to Seamless: Rethinking Customer Service and Operations in an AI-Driven World

15:50 - 16:10

Coffee & Networking

16:10 - 16:40

What Happens When the Right Tech Meets the Right Team? A Contact Centre Story

16:40 - 17:00

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

The Human Edge: Training, Culture & Motivation in Tech-Enabled Contact Centres

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

Behind the Build: Learnings From an Insurer Launching a Real-World AI Agent

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

AI in the Customer Centre: Cutting Through the Hype with NiCE and Cirrus

11:05 - 11:25

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

11:25 - 11:45

adidas Case Study: Thinking Global, Acting Local - How adidas Is Reshaping Customer Contact Interactions Through AI Innovation and Cultural Adaptation

11:50 - 12:10

Turning Conversations into Gold: How The Very Group Uses Speech Data to Drive Business Change

12:10 - 12:30

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

Unleashing Quality: Leading People, Not Just KPIs

14:25 - 14:45

From Channels to Journeys: Delivering a Truly Seamless Omnichannel Experience

14:45 - 15:05

Elevating Customer Care: A Shift From Service Layer to Strategic Enabler: In Conversation with Emma Newell, Head of Operations, Customer Care at Financial Times

15:10 - 15:30

The Two Paths: Owning the AI Future or Becoming Owned by It

15:30 - 15:50

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

A New Paradigm for Customer Engagement

09:25 - 09:45

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: How to use CX as your Growth Engine

10:45 - 11:05

The Myth of Customer Feedback

11:05 - 11:25

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

Transforming Customer Outcomes: Unlocking the Power of AI for Measurable Impact

12:10 - 12:30

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

Driving Differentiation Through a Focus on the Human Experience

14:25 - 14:45

Making the Map Matter: Aligning Teams and Driving Improvement

14:45 - 15:05

Successful CX Strategies in a Modern World: 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: Innovation through Insight: From Data to Delight

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

From We to Me: How Trust Impacts the Future of Brand Engagement

09:05 - 09:25

Bring back the Human Touch in Communities with AI

09:25 - 09:45

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

09:45 - 10:05

Coffee & Networking

10:05 - 10:45

Network Rail Case Study: The Rail Customer Experience Survey

10:45 - 11:05

Breaking Down Silos: How Nissan Transformed Customer Journeys with Treasure Data’s CDP

11:05 - 11:25

From Fragmented to Connected: Building a Unified Customer Data Strategy

11:25 - 11:45

Utility Warehouse Case Study: Solve the Right Problem, the Right Way

11:50 - 12:10

Unlocking Deeper CX Insights for Competitive Advantage powered by enhanced signals and AI analytics

12:10 - 12:30

From Data to Design: Optimising Customer Journeys That Deliver

12:30 - 12:50

Lunch & Networking

12:50 - 14:05

Beyond Satisfaction: Redefining Customer Delight at Porsche

14:05 - 14:25

Allianz Case Study: Unlocking Digital Engagement and Retention With Behavioral Science: What Really Works

14:25 - 14:45

The Future in Focus: Using Behavioural Insights 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 Bath Bombs and Strawberry Sandwiches Are Telling Us

15:30 - 15:50

From Data to Relevance: Delivering Personalised Experiences That Matter

15:50 - 16:10

Decathlon Case Study: Unlocking Growth Through Search Insights

16:40 - 17:00

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

The Defectiveness in Effectiveness... And How Data, Creativity and Measurement Can Turn the Tide

09:05 - 09:25

AI + Creativity: Your Secret Weapon

09:25 - 09:45

Creating Seamless Campaigns that Convert and Engage

09:45 - 10:05

Coffee & Networking

10:05 - 10:45

Global Radio Case Study: Beyond the Music: Building Emotional Connection in the Digital Age

10:45 - 11:05

How Does the Guardian’s Marketing Techstack Enable the CRM Team to Craft Valuable, Relevant Customer Journeys? In Conversation with Tamara Essawy, Senior CRM Manager at The Guardian

11:05 - 11:25

Relevant Content, Real Engagement: Winning Customer Attention

11:25 - 11:45

The Big Sky Cares Wrapathon: Purpose, People and a Guinness World Record: In Conversation wtih Claire Jackson, Head of Internal Communications, Campaigns & Channels at Sky

11:50 - 12:10

Finding the Confidence to Tell One Story: Behind the Scenes of a Global Brand Transformation: In Conversation with Nicola Shield, Head of Marketing Strategy, Planning and Communications at Bupa Global

12:10 - 12:30

Data-Driven Marketing Strategies: Turning Insight into Impact

12:30 - 12:50

Lunch & Networking

12:50 - 14:05

Haleon Case Study: Customer Connections – Purpose through Partnership

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

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

Proving the Power of Customer Marketing: In Conversation with Caroline Sams, Customer Engagement Lead at Canon

16:40 - 17:00

Legal & General Case Study: Pathological Pension Avoidance: Solving the Customer Engagement Paradox

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

Customer Acquisition, Retention and Growth is a Team Game

09:05 - 09:25

Emergen-CX: Responding to the Loyalty Crisis in the Experience Economy

09:25 - 09:45

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

Monitor, Measure, Mentor, Master! Using AI to Increase Sales Efficiency and Excellence

12:10 - 12:30

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

RNIB Case Study: Building Customer Loyalty with Inclusive Designs

15:10 - 15:30

From Batch-and-Blast to Loyalty That Lasts: The Travelex Story

15:30 - 15:50

Lasting Loyalty: Strategies for Meaningful Customer Relationships

15:50 - 16:10

Coffee & Networking

16:10 - 16:40

Lloyds Bank's Experience-Led Growth

16:40 - 17:00

From Legacy to Loyalty: How Purpose-Led Transformation Is Reshaping the Customer Experience at Stewardship

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

Redefining Customer Experience: A Buyer’s Guide to Agentic AI

10:45 - 11:45

Automate What Matters – Finding the 20% of Interactions that Drive 80% of CX Cost and Value

10:45 - 11:45

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

10:45 - 11:45

Unlocking Customer Experience Value with Practical AI in the Contact Centre

10:45 - 11:45

Designing CX AI That Actually Works

12:10 - 13:10

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

12:10 - 13:10

Beyond the Hype: A Practical Methodology for Embedding AI Into CX

12:10 - 13:10

From Panic to Plan: Rebuilding CX for Real Impact

12:10 - 13:10

Customers Are Crying Out for Organisations to Invest in Their People, but Are You Going Far Enough?

12:10 - 13:10

AI-Powered Connections: Unifying Marketing & Customer Experience Through Insights

12:10 - 13:10

Putting Loyalty & Retention Programmes Into Practice

14:05 - 15:05

Stronger, Faster Measurable AI Outcomes

14:05 - 15:05

Building a Voice Agent: A Hands-On Introduction to Voice-First Experiences

14:05 - 15:05

Scaling Smarter: How Ada + Epos Now Rewrote the Playbook for AI-Driven Support

14:05 - 15:05

Harnessing AI for Next-Gen Omni-Channel Customer Engagement

14:05 - 15:05

Rewriting the Rules of CX With AI Agents and Customer Experience Automation

14:05 - 15:05

EBM - Customer Engagement Summit - 09-10-2025-0070

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.