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CUSTOMER ENGAGEMENT TRANSFORMATION CONFERENCE

The Brewery, London – Wednesday 11th June 2025

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Transform and evolve to keep pace and engage more closely with your customers

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500+ ATTENDEES
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30+ PRESENTATIONS
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ONE-DAY EVENT
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ROUNDTABLE SESSIONS

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

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ONE-DAY EVENT
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roundtable sessions
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CASE STUDY PRESENTATIONS
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400+ ATTENDEES
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1-2-1 MEETINGS
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30+ exclusive presentations

CONTENT STAGES

Main Stage
The largest stage - here you can expect transformational case studies, exclusive fireside chats and in-depth panel discussions focusing on every aspect of customer engagement.
Data & Insights in the Customer Journey
If your role relates to overcoming customer pain points and creating a seamless journey at every touchpoint, then this is the stage for you.
Innovation & Technology

How do you stay ahead in a continually evolving landscape? Join this stage to hear from those at the forefront of innovation.

What to expect

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TOPIC STREAMS

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.

Data & Insights

If your role relates to overcoming customer pain points and creating a seamless journey at every touchpoint, then this is the stream for you.

Harry Ashbridge

Harry Ashbridge

Monzo Head of Writing & Customer Experience
Harry has been a writer since Lady Gaga released 'Bad Romance' in 2009 – those things aren't related though. He's the Head of Writing and Customer Experience at Monzo Bank in the UK, where he's spent the best part of six years looking after everything to do with words and how they affect customers. Before Monzo, he was at London-based consultancy The Writer for another six years, helping some of the world's biggest brands get better at using language. When he's not writing about himself in the third person, Harry's evangelising about the underappreciated power of words, and how they shape internal culture, customer perception, and can have a big measurable impact on a company's bottom line.
Beatrice Jones

Beatrice Jones

Deliveroo Senior Insights Manager

Bea  has been at Deliveroo for two years, following roles at Waitrose and M&S. Working in an incredibly data rich environment, she brings a love of storytelling (and amazing food!) to unpick the ‘why’ behind customer behaviour. She challenges teams across Deliveroo’s ten markets to be truly customer first. Her work has included: helping the organisation pivot to focus on loyalty, exploring how consumer eating habits vary by market and using research to drive growth in the newly emerging on demand grocery sector.  

Bea is Data and Insights Lead for Deliveroo’s Gender Equity Employee Resource Group. She uses data to prioritise their focus, runs community listening circles and promotes an inclusive environment through regular events.

Alison Jaap

Alison Jaap

OVO Vice President, Customer Care

Alison is the Vice President Care for OVO. She has over 20 years’ experience in helping global companies improve their customer experience, reduce costs and be more agile. She is passionate about how technology, data and people interplay to provide exceptional customer experiences.

Daryl Deane-Staig

Daryl Deane-Staig

Sky Senior Service Performance Manager
Revolutionising Customer Experience: Delivering excellence through others, Driving performance, reducing costs, and delivering digital solutions. Senior Service Performance Manager at Sky, with over two decades of experience and a natural instinct for identifying areas of improvement. Neurodiverse leader with a vision to reach the C-Suite.

As a Senior Service Performance Manager at Sky, I specialize in managing the day-to-day performance of Sky's TV products and services to ensure the best possible customer experience. My focus is on improving product and service journeys from discovering and buying products, to delivery and activation, to in-life product experience and stability, product replacement volumes, and customer retention. I work collaboratively with multiple departments within Sky, up to the group director level, to deliver on these goals.

With over two decades of experience in customer experience delivery and improvement, I'm a natural leader and decision influencer. My keen eye for detail, adaptability, and ability to communicate complex ideas simply set me apart from others in my field. I also bring a unique perspective as a neurodiverse individual, allowing me to take a data-driven approach to identifying opportunities for improvement and driving continuous improvement initiatives.
Matias Quintanilla

Matias Quintanilla

Virgin Media O2 Head of Customer Monitoring

Experienced, dynamic and risk-taking, describes Matias Quintanilla, Head of Customer Monitoring at Virgin Media O2

Quintanilla started working in the telco industry at the young age of 19 when he co-founded Skynet Communications together with his father, a small ISP company in Buenos Aires, while studying for his Telecommunications Engineering degree. 

He then worked for Alcatel Lucent and Huawei before joining Telefonica Argentina and rose to Head of Radio Network Planning while finishing his MBA. 
Transferred to the UK in 2018 to head the Performance Management & Data Analytics team at O2 Telefonica UK.

In 2019 he was appointed Head of Customer Experience Monitoring at O2 and by the end of 2021 he received the additional responsibility of the fixed services side as well with the Virgin Media joint venture, heading up the new Customer Monitoring Team for the newly merged Virgin Media O2.

Nick King

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.
Rebecca Brooks -Daw

Rebecca Brooks -Daw

AXA Health Senior Customer Experience Strategy Manager

For me, CX is a mindset and not a role, it’s a profession full of 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.

I’ve been lucky enough to work in a variety of different industries over the years; chocolate, beds, planes, trains and I would love to say automobiles but no – I am currently in insurance at AXA Health, and it’s the same across the board, if you can deliver a consistently excellent experience; people will buy and people will stay and that feels good. I use a wide variety of CX techniques to drive acquisition, value and retention; customer listening, analysis and interpretation of insight, stakeholders engagement, customer journey mapping, embedding customer outcome metrics, effective governance, strong business case development and encouraging customer centricity through cultural change.

Carl McCartney

Carl McCartney

Les Mills Customer Experience Director

Carl McCartney is Customer Experience Director for Les Mills. Carl started his Les Mills career as a National Trainer/ Presenter 20 years ago and has held a number of key roles within both the global and UK business, including working in both the German and Nordics markets and also working centrally as Global Performance Development Director.
  
This breadth of industry experience has allowed Carl to build unparalleled expertise in the Health and Fitness industry. He is dedicated to helping club partners build healthier businesses, working with them to achieve their business goals and supporting member retention and recruitment challenges.

Piet Potgieter

Piet Potgieter

Capitec Bank Delivery Lead

With a background spanning 30 years in the service industry, Piet Potgieter brings a wealth of experience to his role as Delivery Lead at Capitec Bank. Over the last 7 years, Piet has been instrumental in managing the technical side of Workforce Management, leveraging the Verint suite for both branch and contact centre operations.

Prior to this, he served as a regional manager in Capitec branch operations for 7 years, and spent 15 years in the food service industry, instilling in him a deep passion for customer service and systems. Piet currently leads branch transformation at Capitec Bank, which serves over 22 million clients with 850+ branches, 11,000 in-branch professionals, and over 1,000 contact centre and back-office agents in both retail and business banking sectors. He possesses a strong commercial focus and practical understanding of operations, complemented by a highly analytical approach to workforce planning. Piet has successfully driven key projects that have significantly impacted capacity, client service, and cross-skilling within Capitec.

Pietro Cagnina

Pietro Cagnina

NatWest Strategic Enablement and Change Delivery Lead - Rooster Money

Pietro is Strategic Enablement and Change Delivery Lead for NatWest Rooster Money, part of the NatWest Youth and Family team within the bank's retail arm. Pietro has worked in the bank for 7 years holding various positions within procurement and organisational transformation.

Before joining Rooster, he supported the retail bank's change programme towards an end-to-end customer journey model. He subsequently leveraged his experience to build a single framework for guiding this type of change across the wider organisation before supporting the commercial bank's adoption.

Pietro holds a joint Masters degree in Economics and the Management of Innovation and Technology from Bocconi University, Milan, and Católica Lisbon School of Business & Economics.

Sabina Onwuka

Sabina Onwuka

London Borough of Barking and Dagenham Head of Customer Services

Sabina Onwuka is a passionate and knowledgeable Public Speaker who 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, 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.

Louise Cox

Louise Cox

Childrensalon Head of Customer

Louise has over 15 years’ experience in the Customer Service sector across Private Banking and Luxury Retail/E-tail industries. Currently as Head of Customer at Childrensalon, Louise’s passion is crafting personalised customer experiences to focus on brand loyalty and client retention. With a stellar track record at Harrods Personal Shopping and Coutts Private Banking, Louise has mastered the art of curating bespoke client experiences for top-tier customers.

At Childrensalon, she has implemented customer engagement strategies that boost customer loyalty across all segments through tailored interactions for all customers and introduced exclusive services for the top tier customer. Passionate about creating a human customer connection, Louise strives to set strategies and lead teams which exceed customer expectations at every touch point, creating lasting loyalty and trust.

Jorn Ruisch

Jorn Ruisch

DHL Project Manager
Jorn Ruisch is a Product Owner at DHL E-commerce in the Netherlands focused on chatbot, voicebot, and agent assist technologies. At DHL we try to stay on top of innovative solutions that leverage automation and generative AI to provide seamless customer experiences.
Jo Eighteen

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.

Rhio Cory

Rhio Cory

Ticket Tailor Head of Customer Experience

Rhio is leading the strategy that’s revolutionising customer experience at Ticket Tailor, a cutting-edge, self-serve ticketing platform and proud B-Corp that champions purpose over profit. Laser-focussed on building a scalable, reactive and cutting edge customer experience across Support and Success, Rhio and her team achieve world-class results and stellar feedback.

Gaining a wealth of CX experience in the fast-paced worlds of start-ups and scale-ups start-ups and scale-ups, and her passion for excellence and continuous improvement means she is always ahead of the curve, setting new standards in CX.

Matt Harris

Matt Harris

Holiday Extras Group Customer Journey Lead

As the Group Customer Journey Lead with extensive expertise in customer experience, I am dedicated to transforming how we interact with customers, aligning with our mantra of "Less Hassle, More Holiday."

My role focuses on shaping our communications throughout customers' travel experiences, creating defining moments that reinforce our reputation for exceptional service. By leveraging data insights, AI technology, fostering customer-centric teams and of course, listening to our customers to enhance both digital and offline interactions.

A central aspect of my leadership involves instilling a customer-first mindset across all levels of our organisation, ensuring that every team member, regardless of their role, prioritises customer perspectives and voices. Working closely with Tech & Product, Operations, Partnerships, Commercial, and Brand teams, I drive our customer service efforts to be both proactive and adaptive to changing customer needs and expectations.

My expertise includes managing multiple stakeholders, optimising digital experiences, driving continuous improvement, and identifying opportunities for increasing customer satisfaction, retention, and loyalty. I am focused on driving results, and bringing multiple teams together to deliver a consistent approach that enhances effectiveness, broadens thinking, and inspires ownership & creativity.

James Dolling

James Dolling

Arriva Rail London Head of Customer Proposition

Railway professional working within sector for 10 years working on Major Projects and Change. Currently reviewing the provision of information within Arriva Rail London and partnering with TfL on how we can better support all need around London both in usual running and the complexities which disruption causes.

As a concession there are differing requirements with the wider industry piece which is considering ‘Smarter Information, Smarter Journeys’ led by the RDG. My role is to harmonise both objectives and deliver for London.

I have just finished a 5 year strategy has been written focusing on centralising our data, cross channel consistency collaborating with the industry and maximizing our colleagues. How we provide information has been a pain point for all industries and whilst legacy systems sometimes hold back process and change it is navigating a way to benefit London’s public.

Ollie Wildeman

Ollie Wildeman

Big Bus Tours Customer Satisfaction Manager
Leveraging experience in management, sales, and operations to steer Customer Satisfaction at Big Bus Tours
Alastair Morris

Alastair Morris

Accu Limited Managing Director
Leading Accu, an innovative component company, into its next phase of growth, centred on a dual ambition: delivering an exceptional customer experience and expanding reach within engineering communities. Accu's goal is to revolutionise how these communities acquire the essential components needed to create groundbreaking technology.
Ben Latimer

Ben Latimer

Gatehouse Bank Change and Operational Readiness Manager
My role is to develop, implement & support our business change strategy and to prepare our operational teams for upcoming changes. As the business plans it's commercial growth, our team need to ensure that our Operations are in a strong position to manage the increased demand placed upon them and to ensure we're delivering positive customer outcomes, every time.
Louisa Fife

Louisa Fife

Marshalls plc Sr. Project Coordinator
As a part of Marshalls CX and Marketing Team I'm responsible for managing projects that lead to a more positive customer journey on the path to purchase, focussing on 'customer first' to ensure that the systems and processes we implement are utilised to their maximum potential.
Joss Murdoch

Joss Murdoch

Energy Saving Trust Customer Experience Specialist

I’ve worked my way up from frontline customer service to designing and implementing new and improved digital services with stops along the way working on complaint handling and minimisation, efficient multi-channel working and digital user experience and accessibility. Currently I’m focused on helping Home Energy Scotland and Energy Saving Trust translate their services to the digital world. 

I’m most interested in the opportunities of WhatsApp as a customer service channel, how to balance efficiency with effective personalisation in digital customer service, and how best to utilise AI to level up the customer experience. 

Eyal Fein

Eyal Fein

Binah.ai Director of Global Support

Eyal is a seasoned leader who has been at the helm of Binah.ai’s global Support and Success team for the past three years. Binah.ai, an AI-powered video-based solution, has revolutionized health and wellness measurement using everyday devices like smartphones and tablets. 

Eyal brings over 23 years of experience across various domains like Support engineering, Business analysis and Professional Services, and has significant expertise in the Health-tech, Ad-tech and Travel-tech verticals. His track record includes building high-performing teams, implementing data-driven processes, and optimizing client experiences.
Mathew Garner

Mathew Garner

Ethos Farm Co-Founder

I am the Co-Founder of Ethos Farm, award winning customer experience (CX) and employee experience (EX) specialists. We are recognised as one of the fastest growing companies in the UK - with offices in London, New York and Singapore and with over 1,000 employees globally.

I have over 15 years’ experience in running large operations and staffing solutions in aviation, rail and retail sectors, formerly holding senior roles at Manchester, Stansted and Heathrow Airports.

Founded in 2016, Ethos Farm focuses on building meaningful and lasting CX strategies that deliver results. It is our belief that 'people are at the heart of every great experience' and this starts with our internal teams; with the right organisational culture and employee experience, truly elevated customer engagement is possible. We're proud to work with well known brands including Heathrow Airport, Eurostar, Westfield Shopping Centres and British Airways, to name just a few.

Over and above Ethos Farm's Consultancy services, we also offer a full in-house team of Learning and Development professionals who design and deliver training and learning solutions (such as e-learning, avatar and Virtual Reality) as well as a People services, providing front-line Customer Ambassadors to some of the best known brands in the UK and US.

Marcus Hickman

Marcus Hickman

Davies Hickman Managing Director

Works to build business success for our clients using innovative market research, data analysis and training.

Strong track record in business focused consultancy projects:
- Customer insights and market analysis
- Value proposition and new product development
- Thought leadership for B2B content marketing
- Customer experience management and innovation
- CX training for sales and service
- Emerging technology and digital transformation.

Uses the latest digital research and analytical tools for building, synthesizing and visualising customer and market insight. Highly skilled in making sense of complex markets. Leader in CX thinking and management. UC and workplace collaboration expertise.

Cross-sector knowledge with particular interest in technology and telecoms, financial services, housing and payments sectors.

Focused on keeping up to date with technology and global consumer trends wherever they emerge. See @davieshickman.

Jo Davies

Jo Davies

Davies Hickman Global Director of Market Research

Jo and Marcus are founders of Davies Hickman Partners, set up in 2007. Responsible for one of the longest-running tracker studies of customer contact – The Autonomous Customer – they are market research advisers to the customer experience and contact centre industry, that includes some of the leading customer service associations. In 2023, Davies Hickman Partners were finalists in the Content Marketing Institute awards for research on AI for CX. Jo is on the BSI and ISO committee responsible for developing Contact centre, Customer service excellence and Complaint handling standards.

Brian Manusama

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.
Anand Elangovan

Anand Elangovan

Freshworks Lead Solution Engineer

Anand is a Lead Solution Engineer at Freshworks, a leading provider of cloud-based customer engagement software. He has over 10 years of experience in consulting and solution designing, with a focus on AI and automation for customer experience.

He leads the pre-sales initiatives for the UK and Ireland region, advising clients on how to leverage Freshworks' products and services to achieve their business goals. He also works closely with the product and engineering teams to provide feedback and insights from the market and customers. He is passionate about chatbots and automation, and how they can improve customer satisfaction and retention.

Anand is a certified AI and communication professional, having completed courses from Coursera and CISL. He is also well-versed in agile methodologies, scrum, and databases. He is an avid reader and a patient listener, who thrives to push boundaries and deliver high-impact solutions. He is always eager to learn new skills and technologies, and to share his knowledge and expertise with others.

Max Templeman

Max Templeman

Freshworks Account Lead
As a Senior Account Executive at Freshworks, I specialize in transforming IT service desk operations and driving exceptional ROI. With over 10 years of SaaS experience, including 5 years in ITSM, I offer a unique perspective as the main point of contact throughout the sales process. My goal is to empower clients with innovative solutions that deliver results in today's dynamic business landscape.
William Lynch

William Lynch

Freshworks Lead AE - Enterprise | UKI

Award-winning SaaS sales AE with over 6 years of experience. A proven track record of overachieving in closing roles. A wealth of expertise in B2B in Commercial and Enterprise SaaS Sales. Passionate. Positive. Persistent.
"People will forget what you said, people will forget what you did, but people will never forget how you made them feel."
- Maya Angelou

Ryan Slade

Ryan Slade

Survey Monkey Account Executive
As an accomplished Account Executive at SurveyMonkey, Ryan combines a profound understanding of technology solutions with an innate talent for cultivating enduring client relationships. With 5 years of experience in the tech industry,  Ryan’s expertise lies in translating complex technological features into tangible business benefits, empowering clients to make informed decisions that propel their organizations forward. Ryan is driven by a passion for innovation and a relentless commitment to client success.
Bart Lehane

Bart Lehane

Edgetier Chief Customer Officer
Bart has a background in machine learning research as well as working in product management and commercial roles across the technology industry.
Mollie Holland

Mollie Holland

DevRev Customer Success & Support

Mollie leads Customer Success and Support at DevRev, a platform converging departments around customers and products using analytics, and AI.

She joined DevRev in 2022 as one of the first Revenue team members, and helped shape various customer-facing teams at the company. Prior to that, Mollie was VP of Marketing at 3M Medical Business, where she shaped a decade-long legacy across global roles, fueling growth through innovation, strategy, and business transformation. Notably, Mollie led a business category in China propelling exponential growth in a new category for the local market.

Mollie's versatility shines through her diverse stints as a Retail Merchandise Buyer at Target Corp and in Account Management within the Marketing & Advertising sector. Her academic achievements include an MBA from Carlson School of Management and a BA in Political Science from University of Wisconsin-Madison. Mollie's holistic expertise defines her as a dynamic force in both strategic vision and operational excellence.

Brian Reijngoud

Brian Reijngoud

Deepdesk Senior VP Sales
Brian leads all Sales efforts at Deepdesk, and is responsible for working with our customers to understand the needs of their organization, and identifying how Deepdesk can fill those needs. Brian brings 10+ years of experience in the customer service and contact century industry, working in both Europe and in the US. He has worked for both large companies across different teams including customer service and sales, which gives him unique insights on how to keep agents and customers happy.
James Elliott

James Elliott

Forsta Head of Human Experience, EMEA
An experience innovator and motivational leader with 20 years tenure transforming customer experience, customer contact and culture, using the latest technology and techniques. Recognised as a thought leader in the fields of customer experience management and technology, with a track record of 200% gains to NPS & CSAT, leading to over £20m in net benefit.

• Award winning customer experience programme design
• Experience strategy development & execution
• Insight activation and organisational alignment
• Service proposition & contact strategy transformation
• Digital acceleration
Emily Ponder

Emily Ponder

Front Head of EMEA
I'm leading Front's go-to-market teams & strategy in EMEA, focused on new customer acquisition and driving healthy revenue for the business.
Steve Lyon

Steve Lyon

Columbus Global Business Applications Specialist
Steve has worked with customer service solutions for several decades now and is currently engaged in developing business applications for service and sales for customers of Columbus Global.
Simon Noakes

Simon Noakes

Columbus Global UK Business Line Director CXE
Simon has extensive Manufacturing and Supply Chain experience from time spent on the Customer side of the business. 10 years in consultancy using previous experience to guide business consultancy and solution implementations across ERP/CRM and the wider portfolio to help businesses achieve genuine improvements and increase value to their Customers.
Simon Bloom

Simon Bloom

Pendula Commercial Director, UK & EMEA

Simon Bloom is the Commercial Director at Pendula, a next-generation Customer Engagement platform. In his role, Simon is dedicated to introducing Pendula's innovative solution to the UK and EMEA markets, with a particular focus on the Utilities, Energy, Telco, Retail, Healthcare, Financial Services, and Education sectors amongst others.

With over 20 years of experience in Customer Engagement, MarTech, and Marketing Automation, Simon is a key player in the industry and is committed to helping his clients achieve growth, improve key performance indicators, and create compelling customer experiences. His extensive expertise and strategic vision drive the success of Pendula's mission to revolutionise customer engagement across diverse industries.

Tony Popham

Tony Popham

Route 101 Head of Client Management
With an illustrious career spanning over 20 years in Account Director roles at CCT and Capita ITS Services, Tony has honed his expertise in overseeing crucial telephony and contact centre operations. Tony is deeply committed to proactively guiding and supporting businesses, empowering them to optimise their technology investments and achieve their strategic objectives. His approach is characterised by prioritising consistent engagement with personnel across all levels within client organisations, including executive, operational, and technical contacts. Tony's unwavering dedication to client-centric methodologies is complemented by his proficiency in a diverse range of technological solutions. This proficiency not only allows him to offer informed advice but also to keep client teams updated with pertinent technological advancements tailored to their specific needs.
Fern Carey

Fern Carey

Route 101 Principal CX Solutions Consultant
Fern Carey is a highly experienced CX solutions consultant. She works closely with clients across a range of industries to ensure their customer engagement approaches and technology will meet their requirements and deliver real value. Fern is an integral part of the Route 101 Solutions Engineering team, leading discovery workshops, working to define best practice across organisations, and empowering CX leaders to fully realise their customer experience objectives. Notably, Fern was a finalist in 2023’s Women in Sales (Europe) awards for Sales Engineer of the Year.
Huw Jones

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.
Chris Ford

Chris Ford

BHN Senior Director, B2B
Chris leads Blackhawk Networks (BHN) business-to-business and public sector activities in the UK and is responsible for our BHN Payment initiatives across EMEA. He has been part of BHN for 15 years and has been instrumental in the evolution of digital payment processing for the business.
Vishal Kapoor

Vishal Kapoor

Sendbird Head of Sales, EMEA
As the Head of Sales, EMEA at Sendbird, Vishal leads the region's go-to-market team. With a substantial part of his career spent in cybersecurity and data center technologies at large enterprises, he transitioned to startups to challenge established players. Vishal has frequently been an early member of startup sales teams, leveraging his expertise to drive growth and innovation.
Phoebe Kent

Phoebe Kent

Cowry Consulting Consultant Director

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.

Raphy March

Raphy March

Cowry Consulting Managing Director
With a background in Perceptual Psychology, Raphy draws on design, UX and behavioural science to create innovative behavioural interventions that transform the customer and employee experience. 

Raphy has led the experience optimisation process for over 80 of the world’s major brands across retail, health and finance. She works with clients to develop practical and innovative solutions to their behaviour-based issues, including Amazon, Sky, Tesco, Aegon, Sainsbury’s, Chubb Insurance, The Times, Adobe and Coca-Cola.
Martin Hill-Wilson

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.
Gerry Brown

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.
Vinay Parmar

Vinay Parmar

Druva Star Founder
My career trajectory has been a case study in the power of networking, embracing a growth mindset and broad vision. Moving through various departments, I honed my skills in understanding the bigger picture of business operations. My transformative time at Egg.com cemented my beliefs in leadership, change management, and the profound impact of customer experience.

AGENDA 2024

09:00 - 09:10 Opening Remarks
Our Main Stage host Martin sets the scene for the day.
Speaker:

Martin Hill-Wilson
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.
09:10 - 09:30 Engage Customer Research Results: The Transformation Conversation
We share our new research about consumers and the multiple expectations that they have when dealing with organisations. 

Transformation can work best if it creates engaged customers that drive competitive advantage and differentiation for organisations. 

Our findings will cover how organisations need greater understanding of consumers’ expectations to  have the right stakeholder conversations to spur customer engagement.
Speakers:

Marcus Hickman
Marcus Hickman
Davies Hickman
Managing Director

Works to build business success for our clients using innovative market research, data analysis and training.

Strong track record in business focused consultancy projects:
- Customer insights and market analysis
- Value proposition and new product development
- Thought leadership for B2B content marketing
- Customer experience management and innovation
- CX training for sales and service
- Emerging technology and digital transformation.

Uses the latest digital research and analytical tools for building, synthesizing and visualising customer and market insight. Highly skilled in making sense of complex markets. Leader in CX thinking and management. UC and workplace collaboration expertise.

Cross-sector knowledge with particular interest in technology and telecoms, financial services, housing and payments sectors.

Focused on keeping up to date with technology and global consumer trends wherever they emerge. See @davieshickman.

Jo Davies
Jo Davies
Davies Hickman
Global Director of Market Research

Jo and Marcus are founders of Davies Hickman Partners, set up in 2007. Responsible for one of the longest-running tracker studies of customer contact – The Autonomous Customer – they are market research advisers to the customer experience and contact centre industry, that includes some of the leading customer service associations. In 2023, Davies Hickman Partners were finalists in the Content Marketing Institute awards for research on AI for CX. Jo is on the BSI and ISO committee responsible for developing Contact centre, Customer service excellence and Complaint handling standards.

09:30 - 09:50 Why Big Bus Tours Hopped-on to Ai-Powered Customer Service, Creating a Unique Approach to CX and an Experience Their Customers Love

Big Bus Tours, a globally recognised household name known for its sightseeing experiences and city tours, is turning the customer support function into a revenue engine for the business.

Hear from Will and Ollie as they share how Big Bus Tours uses Generative AI and Freshworks' Freddy co-pilot technology to supercharge customer support.

Ollie will introduce you to the Big Bus Tours team, their culture, and their approach to overcoming the fears of adopting AI to upskill their teams. Get ready for an inspiring journey of innovation and success!

Speakers: