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Panel Discussion: Current Challenges and Opportunities Shaping the Future of Customer Contact

  • Future of Customer Contact Conference
  • Multiple Panellists incl. Martin Hill-Wilson, Bupa, Halfords, Financial Times

Join us for a panel discussion delving into the evolving landscape of customer contact. In an era marked by technological leaps and changing consumer expectations, organisations face both challenges and exciting opportunities in their quest to connect meaningfully with customers. Our expert panelists will explore the intricacies of leveraging technology, managing multichannel communication, and addressing emerging trends. Discover innovative strategies and insights to navigate the ever-changing customer contact landscape, ensuring your organisation remains at the forefront of exceptional customer experiences.true industry disruption through strategy, tech and AI.

Jane Redgrave

Jane Redgrave

Bupa Head of Consumer Retention

Jane is an accomplished leader with a passion for delivering best in class customer service for customers. She has worked in a number of teams inside and outside of the contact centre for over 25 years, most recently leading the Loyalty & Retention teams that help Bupa maintain and grow its leading market position.  Jane believes that you get your best results by helping people develop and grow to be their very best - in and out of work - and that this accelerates engagement and business growth.

Faye Bailey

Faye Bailey

Halfords Quality Lead
I hope the following gives you an idea of exactly how passionate I am, not only about Customer Service and Quality, but the development of others and helping everyone to be the best that they can be! I've spent the last 20 years evolving with customers to ensure I know what GREAT service looks like. The peak of my career so far is winning the Bronze Aware for Quality Manager at the 2023 CCMA Awards. From sales, high level complaint handling, training, to award winning quality management, I'm not just passionate about customers; I'm equally dedicated to creating a positive space for my colleagues. What sets me apart is my commitment to the human side of service. In a world obsessed with data, I believe in focusing on people. It's not just about numbers; it's about connecting and understanding. By prioritising the human element, I've seen how service transforms from a transaction to an unforgettable experience. I am also working toward my Level 5 Professional Coaching qualification. I truly believe in the power of happy colleagues to deliver exceptional service, and as Leaders it is through coaching and engagement that we can achieve this. 
Charlotte Owen

Charlotte Owen

Financial Times Head of Customer Planning & Customer Relationships
Fiercely passionate about devising creative solutions that put emphasis on achieving a best-in-class customer experience, whilst also achieving sustainable and long-lasting commercial growth. A Voice of the Customer expert with over 10 years of experience in companies ranging from bootstrapped high-growth start-ups to world-leading organisations. Committed to embedding qualitative and quantitative analytics into the everyday mindset of marketeers.

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