Upcoming Event

Customer Engagement Transformation Conference

A growing number of organisations are realising the business benefits that accrue when they work to transform and evolve their customer engagement strategies to keep pace and engage more closely with their customers.

In-Person Conference
The Brewery, London
Wednesday 14th June 2023

Let’s build better experiences for your customers

Attendees at the Customer Engagement Transformation Conference will leave feeling equipped with exclusive insights from organisations that have transformed their strategies to meet customer demands and are reaping the rewards of loyalty as a result.

You’ll be witness to 30 world class speakers delivering exclusive content surrounding trending topics. With world-class case studies and networking opportunities with industry experts, you’ll come away armed with all the tools, techniques and insight you need to implement effective and successful long-term customer engagement strategies.

Key facts

ONE-DAY EVENT

roundtable sessions

CASE STUDY PRESENTATIONS

400+ ATTENDEES

1-2-1 MEETINGS

30+ exclusive presentations

What to expect

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Customer Engagement Strategies for the Modern Customer

The 'modern customer' is more informed and empowered than ever before, and their preferences and needs are constantly evolving. In order to stay ahead of the curve, organisations need to rethink and reinvent their customer engagement strategies. This stream will delve into the various ways in which organisations are successfully adapting and transforming their customer experience strategies to cater to the needs of the modern customer. From leveraging the latest technologies to implementing innovative tactics, this stream will provide valuable insights and best practices that can help organisations thrive when it comes to their customer engagement goals.

Linking People with our Customers

As we explore new and innovative ways to delight and engage our customers, we'll also be examining the crucial role that employee experiences play in creating a truly exceptional customer experience. By fostering a culture of outstanding employee experiences, we believe that you can unlock the key to your future success. So come and join us, and let's explore the possibilities together.

Voice of the Customer

By tapping into the power of the customer's voice, you can unlock a wealth of unparalleled 360° insights that will revolutionise the way you connect with your customers. Join this stream to discover how to listen to your customers and gain a deeper understanding of their needs, preferences, and pain points. With the Voice of the Customer at your fingertips, you can make data-driven decisions that will enhance your customer experience, increase loyalty, and drive your business forward. Don't miss out on this opportunity to harness the power of customer feedback and take your organisation to the next level.

The Rise of the Customer Service Design

In today's competitive business landscape, creating a positive customer experience is more important than ever. However, many companies overlook the critical role that Service Design plays in achieving this goal. That's where this stream comes in - we offer a fresh perspective and a new toolset to help you actively design experiences that not only delight your customers but also boost profits and save costs. Our unique approach will set you apart from the competition and position your brand as a customer-centric leader in your industry. Don't miss out on the opportunity to transform your business with our Service Design expertise.

Unlocking Exceptional Customer Journeys

Mapping your customer journey strategy is the key to building lasting relationships with your customers. Delivering a seamless and personalised experience at every customer touchpoint is crucial in today's fast-paced world, where customers demand quick resolution times and exceptional service. This stream will look at how delivering exceptional customer journeys can transform customer retention and loyalty.

Personalisation of the Customer Experience

Personalisation of the Customer Experience is key to creating a lasting bond between your organisation and your customers. By catering to the specific needs and preferences of your customers, you can create a tailored experience that will leave a lasting impression. This can be achieved by implementing personalised touchpoints throughout the customer journey, from targeted communications to customised recommendations. This stream will look at how, by taking the time to truly understand your customers and their unique requirements, you can create a winning strategy that will drive loyalty in the long run.

Artificial Intelligence and Self-Service

Despite staffing concerns being a persistent issue for customer service teams, organisations must find innovative ways to overcome these challenges. By automating customer service, companies can reduce their reliance on humans without compromising on customer satisfaction. Self-service options are seeing a surge in popularity this year to help customers get answers at their convenience.

Harnessing Technology in Customer Engagement

With the rapid expansion of the variety of channels customers can choose to use, this stream will look at how you can enhance your technology offering whilst also linking interactions to ensure you’re providing a personal, contextual experience for each customer.

Innovation in Customer Engagement

What customers expect from an organisation is constantly changing, so it's crucial that organisations continually find new ways to serve customers and enhance their experience. Speakers in this stream will be at the forefront of forward-thinking and explorative ideas to delight customers and transform their experience.

Digital vs. Human - Striking the Right Balance for Customers

In today's fast-paced world, organisations have the opportunity to serve their customers through both digital and human channels. While digital technology offers convenience and efficiency, human interaction provides a personal touch that cannot be replicated by machines. Striking the right balance between these two approaches is crucial for ensuring customer satisfaction and loyalty. Companies must leverage the benefits of both digital and human channels to create a seamless and engaging customer experience. This stream will look at how organisations can utilise the right mix of digital and human touchpoints to deliver exceptional customer service.

Creating a Customer-Centric Organisation

Those organisations succeeding in today's competitive market are those that truly understand their customers, anticipate their needs and deliver exceptional experiences that exceed their expectations. It's about building trust, loyalty and long-term relationships, rather than just a transaction. By utilising insight to focus on the needs and wants of your customers, you can create a culture of customer obsession and differentiate yourself from the competition. Join this stream to learn how to create an organisation that puts your customers first.

Andrew Woolliscroft

Jaguar Land Rover UK Client Care Director

Versatile automotive professional with 16 years’ experience across a varied range of roles in the automotive, aerospace and motorsport sectors - from global OEMs through to niche start-up companies. Having held a broad range of positions through Commercial, Marketing, Sales, Engineering, Manufacturing, Design and Strategy has led to a wealth of knowledge and experience.

Charlotte Owen

Financial Times Head of Customer Planning & Customer Relationships

I am passionate about devising creative solutions that put emphasis on achieving the best customer experience. I have 10 years of experience in CRM, paid social acquisition, copywriting, content creation, UX, scrum management.

I have had the pleasure to work in-house as well as alongside some of the most forward-thinking agencies. In this time I've developed a great enthusiasm for creating genuine customer loyalty through well-thought-out, integrated, campaigns.

Sham Haque

The LEGO Group Senior Engineer - Contact Centre Technology

Sham has been working in the contact centre space for over 20 years with LEGO Group, and has been involved in a number of platform implementations since 2000.

He's spent his career to date learning, and continues to enjoy being challenged with new problems to solve, and new skills to acquire. Sham loves meeting new people and learning from them, as well as hoping he can share back his experience and knowledge.

A proud husband of 20+ years, father of one near-teenage daughter, and when he gets the chance, loves the mindfulness brought from building a LEGO set.

A keen runner – though he discovered it quite late in life, and now heads up the running club at work and feels frustrated if he cannot get out for a run at least three times a week.

Chad Wilson

J.P. Morgan Head of Client Journey | Product & Design | Payments & Commerce

Chad is Head of Client Journey Design at JP Morgan, sitting within Payments & Commerce. Focusing of Payments modernization globally, Chad leads CX strategy, research and analysis and design teams across 4 domains: Acquiring & Gateways, Omni-channel, Onboarding and Servicing and Digital Enablement.

Vineeta Anuj

Mindful Chef Head of Customer

Vineeta specialises in developing holistic customer experience across online and offline channels by bringing together insight, marketing strategy and commercial data. She's a self-confessed foodie with over 17 years experience working for global Food and Drink brands. Vineeta started her career in marketing in Australia - with The Coffee Club, a global hospitality brand. In her time there she helped grow the business from a national franchise with 300 sites to a global franchise spanning across 6 countries with over 600 sites. Vineeta moved to London in 2014 and has worked in senior marketing roles for Costa Coffee, Odeon Cinemas and is now The Head of Customer for Mindful Chef - the UK’s highest rated recipe box brand who've delivered over 30 million meals.

Kevin Murphy

NatWest Integration & Partnerships Lead, Youth & Families

Kevin Murphy now leads NatWest Youth Partnership team. His role is specifically to set, drive, and coordinate the Retail bank’s Youth Partnership and Supplier strategy, delivering industry and cross industry partnerships
Previously Kevin led the pioneering Green Mortgage Customer Journey team at NatWest. As part of that role Kevin led NatWest’s response and strategy on Climate Change which included overseeing the Customer Engagement, Product Offerings, Sectoral relationships and manging all risk and data elements that underpin the strategy. 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 NatWest’s purpose and ensuring NatWest play their role in helping the UK’s business and families thrive.

Gemma Hulse

Evri Head of Customer Service

Gemma is the head of customer services at Evri. She has worked for Evri for 8 years, managing customer services for the past 3 years and previously led the operations team based in London. Gemma has been in the logistics sector for the past 16 years joining Evri from TNT Post and Whistl. Her experience ranges from being on the front line, setting up customer service teams to creating and developing the customer service strategy for the business.
Gemma’s passion is to ensure that there are always improvements in a customer’s journey and to bring the customers’ voice to any business. She is passionate about being a great leader and having the best team to deliver for customers by going the extra mile. She also sees the importance of coaching and developing people. Gemma is leading the step change in customer service reputation to make Evri more available for all customers and supporting the wider reputational change of the business.

Olive Perrins

Sky Head of TV Service

Olly has worked at Sky in technology strategy for more than 10 years and is fiercely passionate about delivering frictionless customer experience. She spends her day obsessing about resilience, using data to measure every journey touchpoint to improve service at the best service economics.

Olly is a dedicated coach who dedicates much of her time to reaching back and helping others to climb through mentoring and coaching in Sky and across the broadcast industry.

Jason Fiddes

Sky Head of Tech Futures

With a passion for technology and data; and using this to improve customer experience and operational efficiency, Jason has been working in technology strategy, change and delivery across multiple verticals in the UK for over 25 years. Working at Sky for over 7 years now, he is Head of Digital CX & Tech Futures looking at industry and technology advancement to produce recommendations that feed into key initiatives that ensure Sky is at the forefront of innovation. Always with a focus on ensuring the customers digital experiences are improved and simplified through data driven, technology solutions that also balance off against Service economics.

Divya Kerslake

Virgin Red Head of Customer Strategy

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.

Bethan Lynch

Kingfisher plc Head of Customer Experience, B&Q

Bethan Lynch is a customer experience specialist. She started her career advising Retail, Services
and Media businesses as a Strategy Consultant. Over the last 10 years she has led the
development of customer propositions for some of the UK’s leading retail brands including John
Lewis, Waitrose and B&Q. Recently, she drove the transformation of the JL App putting it at the
heart of their experience. She has worked across Store Development, Digital Product, Marketing
Strategy and you can also ask her about being at Store Manager for Waitrose at
Christmas. Currently she is Head of Customer Experience at B&Q.

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 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.

Louise Walsh

Utilita Energy Chief Customer Contact Officer

Louise, a seasoned professional deeply entrenched in Utilita's values, who embodies the company's mantra: always doing right by the customer. Having kickstarted her journey in 2011 as a customer service advisor, she has navigated her way up to the top echelons of the business, culminating in a comprehensive understanding of every facet of the industry and the core needs of customers.

Previously Director of Sales Operations, Louise transitioned into the role of Chief Customer Contact Officer in February 2022. This new position allowed her to revolutionise Utilita's contact centres, leveraging her profound understanding of the business, its operations, and most importantly, its customers.

Louise's strength lies in her strategic acumen, honed negotiation skills, and mastery over operations management. Her proficiency is further bolstered by a Master of Business Administration degree from Solent University.

Chandni Bhatt

Beauty Pie Senior Manager, Member Happiness (CX)

Chandni is a veteran in the CX space with a demonstrated history of working with rapid growth businesses in the e-commerce environment within the fashion and beauty industry. Background in handling multiple complex projects and managing large offshore teams in EMEA and North America. Curious, innovative, hands on approach. Thrives on creating cost effective solutions and challenging existing processes to create efficiencies.

Specialising in subscription models, automation and digital transformations, retention, CX and developing high performing teams. Highly skilled in Vendor Management, Contact Centre Scaling, self-service and VOC. Digital Services such as Social Media, Community and consumer reviews.

Mark Anderson

Go Ahead Group Customer and Commercial Director

Mark Anderson is Customer and Commercial Director at global passenger transport operator Go-Ahead Group, with a remit spanning marketing, communications, customer experience, sustainability and innovation across bus and rail companies on three continents.

He has worked within Go-Ahead for seven years, having joined as head of marketing at the company’s Southeastern Railway subsidiary and spent time on secondment to Japan and Norway before taking a role as part of the group’s leadership team.

He works across diverse strategic areas from climate change and future mobility to capturing the voice of the customer and his initiatives have included leading the Billion Journey Project, one of the UKs largest transport innovation programmes. He is a non-executive director of Go To Places, a not-for-profit body in the tourism sector and Sustainability Ambassador for the Institute of Directors in Oxfordshire.

Prior to entering the transport industry, he worked in the retail, leisure and hospitality industries including holding senior roles at LEGOLAND Windsor and at Warwick Castle. He is passionate about developing growth strategies aligned to customer insight and challenging the status quo to deliver elevated customer experiences.

Caroline Graley

MANUAL Head of Service

A passionate customer experience strategist with a broad experience and a deep understanding of customer behaviour. An adaptable and resilient hard worker who has grown within one of the largest recent start-ups in Europe from an entry level local role to head of role within the International organisation.

Karen Stewart

Standard Life Vulnerable Customer Centre of Excellence - Snr Consultant

Bringing external vulnerability experience from previous roles in the energy sector, Karen initially led the Vulnerable Customer Programme in 2022 before moving to create and lead the new Vulnerable Customer Centre of Excellence.

The Centre of Excellence purpose is to support noncustomer facing colleagues with practical application of principles and standards and to develop market & thought leadership through collaboration and best practice. Always striving to deliver excellence in vulnerability consideration, Karen also leads a team of 20+ senior leaders in a vulnerability champion capacity to ensure vulnerability is embedded into our DNA right across our business.

Karen plays an active part in external collaboration bodies including the CCA and Collaboration Network where she is also a member of the Vulnerability Champions working group as well as working with Cowry Consulting to achieve distinction in their Behavioural Science Masterclass.

Dave D'Arcy

Laughing Leadership Founder & Managing Director

With over 35 years in Customer Experience environments and 20 plus years in Senior Leadership, there are few people better placed than Dave D’Arcy to shape thought leadership. Having spent the last 7 years leading customer operations for two world leading SaaS businesses, Dave recently took the step to Launch his own business Laughing Leadership. This is a CX and Leadership consultancy with a difference. Focused on how employee engagement first can drive highest levels of customer experience.
Additionally, Dave is a globally award recognised CX leader and a current member of the CXFO Power 100.
He has extensive experience in public speaking and hosting and is normally on standby with a humorous tale, there a reason why his business is Laughing Leadership

Gerry Wisniewski

Edelman Managing Director

Experienced Managing Director with deep B2B Corp Tech expertise and a demonstrated history of working in the PR and communications marketing industry. Skilled in PR, Digital Strategy, Crisis Communications, Corporate Communications. Passionate about tech and building trusted reputations for brands wherever they are in their journey. With a reputation for building high-performance, collaborative teams, where diverse talent and great work thrives.

Russell Attwood

Route 101 Founder & Business Development Director

A communications industry veteran, Russell founded Route 101, a specialist systems integrator delivering next-generation SaaS customer engagement platforms, over a decade ago following the sale of his previous company Call Centre Technology (CCT) to Capita in 2011.
Heading up the sales arm of the business, he guides his experienced team on CX transformation projects for organisations both nationally and internationally, supporting clients including Teleperformance UK, Shell Energy, Holland & Barrett, and NHS Professionals. Russell is passionate about customer engagement and enjoys providing his customers with industry-leading innovation & support throughout their journey.

Xena Lappin

Teleperformance UK and South Africa EVP, Transformation and Innovation

Xena is EVP, Transformation & Innovation at Teleperformance UK & South Africa. In her current role, she is responsible for leading the digital transformation team who support clients transform their operations through innovation and technology. She has extensive experience in outsourcing, operations and transformation and has had held senior roles with PwC, Serco, Sky and TalkTalk.

Richard Simpson

Route 101 Head of Solutions Engineering

An expert in combining contact centre and customer experience platforms to deliver impressive operational results, Richard heads up Route 101’s specialist Solutions Engineering team. Working to design and deliver transformational customer engagement solutions within some of the busiest and most complex service teams across a range of markets, Richard has a deep understanding of the platforms and integrations across the Route 101 solution portfolio. With over 25 years in the industry in a variety of roles, including time spent on the customer side, Richard sits at the forefront of change and emerging technologies across the customer engagement landscape.

Bilyana Freye

Co-Founder & CEO Orbiit

Is the Co-Founder and CEO of Orbiit, an AI-powered, matchmaking SaaS platform, powering curated connections at scale. Orbiit works with leading startup, VC and professional communities looking to scale peer-to-peer networking and knowledge-sharing through real, relevant and regular 1:1 conversations. After graduating from the London School of Economics, Bilyana built her career in finance in London and Hong Kong, before switching to technology in New York. Bilyana has been featured in Forbes, Business Insider, Thrive, Crunchbase, Inc. Magazine and more and has been backed by leading venture capitalists like Founders Fund. She currently lives in London is a mom of 2.

Dominique Farrar

Director of Community Quantive (formerly Gtmhub)

Leads Quantive's community of practice: Dreams with Deadlines It's a global network of ambitious leaders who are passionate about using OKRs and agile practices to achieve audacious goals and build a better future. Dominique is a community veteran, having previously led a global community of CFOs for Spendesk and previously spent 6 years and community-focused Yelp. Dominique is passionate about yoga and wellbeing, resides in Paris and is a mom of 2.

Phoebe Kent

Head of Behavioural Innovation Cowry Consulting

As a Lead Behavioural Designer, Phoebe uses the latest academic insights as a foundation to design and implement behaviour change interventions to tackle a range of business challenges.

Following a degree in Psychology BSc, she worked as a Retail Transformation Recruitment Consultant, gaining an insight into the challenges and opportunities associated with behaviour change in the private sector. To pursue a career in behavioural science, Phoebe obtained a first-class Master’s degree in Applied Psychology and Economic Behaviour at the University of Bath.

Phoebe’s recent projects have included redesigning call centre scripts to increase the adoption of an online pension proposition and comprehension of contract terms and conditions, as well as designing an in-store experience to communicate a value proposition.

Jez Groom

Founder, CEO Cowry Consulting

With over 10 years of experience of practically applying behavioural science in business, Jez has established himself as one of the world's leading practitioners in the field. As a pioneer, Jez has always been on the frontlines of behavioural science, from being instrumental in the team that used murals of babies faces to fight crime in Woolwich, to changing handwashing behaviour in a pig abattoir in Santiago to painting pink walls to reduce unsafe behaviour on a construction site for Shell on the South Bank of London.

As an author of his latest book : Ripple - The big effects of small behaviour changes in business, Jez has documented the insights, tips and toolkits that can help business people to activate behavioural science at scale within their organisation. He is also an Honorary Research Fellow at the Dept of Psychology at City University, London, working within the MSc programme and is helping bridge the gap between academia and business.

Matthias Göhler

Zendesk Chief Technology Officer, EMEA

Matthias Göhler 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.

Simon Johnson

Freshworks VP Sales & General manager - UKI

Simon is the General Manager for Freshworks UK&I - one of the fastest growing software start-ups of all time. Freshworks believe that Traditional enterprise software is clunky, expensive and not focused on how you can wow your customers with the ultimate service and experience. Freshworks provide customer-for-life software that’s modern, mobile and affordable, enabling their customers to deliver wow moments to customers all over the world. Freshworks work with industry leaders to streamline customer conversations, automate repetitive work and save time - ensuring that teams can collaborate to deliver world class customer engagement. Under Simon’s leadership, Freshworks UK&I has been able to grow from a zero to a multi-million-dollar region within a few years, doubling their revenues year-on-year.

Peter I'Bell

Channel Partner Manager, WhatsApp Meta

Peter works with WhatsApp Business Solution Providers in EMEA to help them connect businesses to their customers. Peter has worked in the Enterprise IT Channel for over twenty years, his passion for working at Meta is driven by the ability to impact change and drive social value to the biggest audience possible.

Chris Stewart

Head of EMEA North MessageBird

Chris has been in the Customer Engagement Technology market for over 20 years, spending time in organisations like Gartner, SAP, Adobe, Sitecore and now leading the UK & I business for MessageBird he is responsible for supporting the innovation agenda of 1000's of great UK enterprises who are looking to deliver amazing omnichannel experiences.

Rogier Beckers

VodafoneZiggo Lead Operational Analytics & Insights

Rogier Beckers is responsible for insights into customer interactions for consumers within Customer Services. This ranges from the day-to-day reporting on KPIs but also (and crucially) how, where and by doing what, these KPIs can improve. Together with his team of data specialists he is able to reveal both simple insights and illuminating, large scale, transformative topic mining.

Rogier has been an innovative and driving force at VodafoneZiggo playing a key role in the implementation of state-of-the-art solutions like Speech & Text Analytics, Automated Quality Monitoring and Auto Machine Learning platforms.

Ben Pintilie

RingCentral CX Technical Enablement Manager

Ben has spent most of his life working in the telecommunications industry and has seen many changes over the last 25 years. Having had experience installing and repairing telephone lines and systems, he understands the importance of a highly reliable communications system from a customer's perspective. Ben has also worked extensively in the contact center environment, understanding the needs of a business to leverage and optimize all the tools and personnel they have available to them currently. At RingCentral, Ben has worked in our Customer Experience organization, supporting national and global enterprise customers. His Can-Do attitude meant he could work across multiple teams and departments during the Covid 19 crisis to help bring on board and support the UK's NHS Covid19 Test and Trace contact center solution. Today, Ben is a Technical Enablement Manager for EMEA, Training, Supporting, and Mentoring the current as well as the next generation of RingCentral Support and TAM Teams.

Sean Keane

Davies Group Director of Consulting Services

Sean’s role is to help Davies Group and its clients understand how to deliver improved customer-centred services more efficiently, effectively and sustainably than today. He leads the Davies CX Consulting team to help organisations of all sizes and sectors tackle their customer-facing and back office operations via a better understanding of their people, processes and technology.

Lee Mostari

Davies Group Director of Insight and Analytics

Lee is a seasoned CX expert with a career covering operational support of Contact Centres as well as provision of CX services & solutions. Lee’s role is to develop capabilities within Davies and with Davies clients using market leading CX analytics methodologies to create measurable and transformational operational improvements, including cost optimisation and compliance improvements across Retail, Telecommunications and Financial Services Customers across the UK and overseas

Suzi Bentley-Tanner

PA Consulting Associate Partner

Suzi leads the Strategy and Transformation capability within PA. She has over 25 years of experience in customer led transformation, helping organisations to understand and align effectively against the needs of those they serve, driving growth while improving operational efficiency. Suzi’s passion lies in Customer Experience Strategy and Management, supporting Customer Champions within Retail, Financial Services, Transport and Healthcare industries to identify unmet needs, create a clear direction of travel, design experiences, and outlinethe roadmap, operating model and capabilities required to deliver it.

Alex Wright

PA Consulting Managing Consultant

Alex is a digital CX and human insight veteran. He helps organisations build intimacy-at-scale with customers and prospects using modern research and insight methods as a "nervous system for sensing the customer" - to inform the development of propositions, products, services and experiences. He’s also led digital product strategy, service design and engineering for high-profile, mission-critical, vast-scale transactional services and remains an optimistic believer in "The Network" as a force for good.

Ryan Slade

Momentive Account Executive

Ryan is a dedicated account executive at Momentive, having worked with the company for 3 years and 9 months. With a profound passion for mastering and improving customer experiences, Ryan actively seeks opportunities to meet customers, gather feedback, and shape future strategies. His commitment to understanding customer needs and driving innovation makes them an invaluable asset to the organization.

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.

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.

Martin Hill-Wilson

Brainfood Consulting Founder

I'm a customer engagement and digital business strategist. Also an author and international keynote speaker. Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation.

9.00-9.10 Opening Remarks

Our Main Stage Host Martin sets the scene for the day looking at how we can transform our customer engagement capabilities.

Speaker:

Martin Hill-Wilson

Brainfood Consulting
Founder

9.10-9.30 Opening Keynote: Voicing the Importance of Trust in Technology

With generative AI and technology dominating the news, the power of technology is undoubtedly transforming customer engagement capabilities.
To kick off the Customer Engagement Transformation Conference, Gerry will showcase the results of the recent Edelman research where 15,000 respondents were surveyed globally.

Gerry will elaborate on the survey's key findings, including:

76% of respondents trust organisations within the technology sector
Those who have a lower trust in the technology also show less adoption of new technologies
The majority of respondents are worried about data privacy, cybersecurity, misinformation and job loss as a result of technological advancements
56% of respondents worry that government regulators do not have adequate understanding of emerging technologies to effectively regulate them
68% of respondents believe that companies must contribute resources to the re-skilling of workers who have been displaced by their technologies
Only 27% believe that tech CEOs are doing well on using their power to benefit society
Communicating the positives and negatives of tech is critical to earning trust
The majority of respondents feel that technology has the power to create a better future

Speaker:

Gerry Wisniewski

Edelman
Managing Director

9.30-9.50 Rethink Your Critical Business Communications

In this session Ben will be talking about ways to improve your critical business communication systems and how complexity in organisations leads to poor Customer Experience. He will also dive deeper into Intelligent Connected Experiences and how RingCentral AI improves staff experience, productivity and in turn a measurably better customer experience.

Speaker:

Ben Pintilie

RingCentral
CX Technical Enablement Manager

9.50-10.10 Jaguar Land Rover Case Study: Unlocking Exceptional Customer Journeys

An insight into the disruptive trends in the automotive industry driving a demand for ever greater customer centricity and experiences for JLR and their four brands Range Rover, Defender, Discovery, and Jaguar. Whether it be the rise of electrification, digitalisation, new competitors, or changing consumer habits, all of these are forcing JLR to look at their future strategy. At the centre of it all, the quality of the customer experience. Andrew will delve into how JLR are facing this change, and how their business model must evolve and adapt.

Speaker: