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.
The Brewery, London – Tuesday 26th November
defining a new era of customer engagement
1000+ ATTENDEES
100+ PRESENTATIONS
ONE-DAY EVENT
ROUNDTABLE SESSIONS
Key facts
1000+ ATTENDEES
100+ presentations
ONE-DAY EVENT
roundtable sessions
CASE STUDIES, INTERVIEWS & PANEL DISCUSSIONS
1-2-1 MEETINGS
What to expect
Nicky Haddow
Victoria’s Secret UK Head of MarketingNicky Haddow has extensive experience in the retail industry, with a focus on marketing and management roles. Nicky's most recent position was as the Head of Marketing at Victoria's Secret & Co., starting in December 2023.
Prior to that, Nicky was the EU Marketing Director at Gap from September 2020 to December 2023. Nicky also worked as the Head of Customer Marketing at Ann Summers from January to August 2020. Before that, Nicky held various roles at New Look starting from February 2012, including Head of Marketing Operations, Head of Group Trade Marketing, Senior Trade Marketing Manager, Retail Trading Operations Manager, and Regional Business Manager. Nicky also served as an Area Manager at TOPSHOP TOPMAN from June 2010 to February 2012, and as an Area Manager at Evans (Arcadia Group Ltd) from June 2006 to June 2010.
Nicky began her career as a Regional Visual Merchandiser at Evans (Arcadia Group Ltd) in August 2003, where they worked on improving visual standards in stores and managed a team of area visual merchandisers.
Marco Merkx
IKEA Global Customer Engagement Development LeaderOver 25 years of experience in marketing management and strategy, e-commerce , digital marketing and customer relationship management both in operational and in strategical management roles for mainly fashion, food and lifestyle consumer brands and retailers. On national and international level, in organizations varying from start-ups to multinational corporations.
My professional purpose is to support companies with transformation, innovation and development of organization design, technology and customer engagement. Always based on customer data and insights, leading to tangible results and growth. Specifically realizing customer centricity, digital transformation and omni channel proposition development are my fields of expertise. For this, my commercial and technical know-how are as much of value and importance as are my creativity and my sensitivity towards the human, cultural and organizational aspects.
Currently working for Inter IKEA Systems, the owner and developer of the IKEA concept, range and brand, as Global CRM/customer engagement & Loyalty Leader.
Joana de Quintanilha
Forrester VP, Principal Analyst
Based in Amsterdam, Joana serves customer experience professionals. Her areas of expertise include digital customer experience, tools like journey mapping, and Agile methods. Joana also focuses on brand and leads Customer Experience Index research in Europe.
Jasmin Wheeler
John Lewis Customer Experience LeadI’m an innovative and energetic Product Lead, motivated by getting the best for the people around me – whether that’s the customers I design for or the teams I work in or lead. My expertise has been built through five years’ working in retail across shops and head office for the John Lewis Partnership, during a period of radical change.
Honest, supportive and aspirational, I enjoy working collaboratively with people to create tangible results with a clear purpose in mind. Through leadership roles on the shop floor and in experience design, I’ve developed an agility to deliver both operational success and strategic vision. I focus on the future while meeting the practical needs of today.
Last year I learned a lot from being part of John Lewis’s Restart programme, which saw the safe and successful reopening of our 38 shops following the first national Covid lockdown. My focus was to ensure we were well placed to adapt to the change in our customers’ needs, particularly those from vulnerable groups.
Progression? I really value it, for myself and the teams I lead. So I’m energised by opportunities through which I can broaden my experience and enable others to reach their full potential.
Rebecca Martin
John Lewis Senior Customer Experience ManagerRebecca is currently a Partner & Senior Customer Experience Manager at John Lewis & Partners. Rebecca started as Propositions Manager at John Lewis in 2021 and has since grown and developed her role into the Senior Customer Experience Manager position.
Prior to that, Rebecca was at Vodafone for 7 years starting as an Internal Communications Specialist and transitioned to a Propositions Manager.
Shannon Hamer
Economist Global Head of Customer SuccessShannon is a Customer Success Leader, driving customer and commercial value in media and SaaS.
An experienced event speaker and consultant.
Charlotte Burridge-Taylor
Volvo Head of Training for Global Customer CareStrategic, results-focused leader, driving commitment to excellence through learning development and delivery and expert management of teams and processes.
My motorsport background gives me a unique perspective when it comes to premium brands which I have been able to use in the classroom to really bring training programmes to life and drive forward excellent results. Experience with premium brands has also given me a clear understanding of corporate guidelines, KPI’s, processes and the importance of striving for the highest level of customer satisfaction.
Samantha Lewis-Williams
Financial Times Head of Marketing Automation
Experienced Marketing Professional - adept at leveraging customer insights and analysis to identify opportunities to increase customer engagement via multi-channel customer-facing journeys.
Anna Wilcox
Bupa Head of Customer Experience
Chloe Rice
Shutterstock Director, Global Customer Experience
With over 9 years at Shutterstock in customer experience roles, Chloe is now Director of Global Customer Experience.
Karen Stewart
Standard Life Vulnerable Customer Centre of Excellence - Snr ConsultantJoining Standard Life in Q4 2021, Karen has previously supported customers in vulnerable circumstances throughout her career in both retail banking and energy services.
She supports colleagues in embedding Standard Life’s Principles and Standards, support with best practice, internal and external training and upskilling resources and supporting Standard Life Workplace client visits when looking at our vulnerability management.
Karen is active externally in focus groups and forums around vulnerability and is a Vulnerability Champion for the Collaboration Network.
Focused on providing good customer outcomes, Karen has a particular interest in inclusivity and accessibility for customers and colleagues and showcasing the work we do to support our members.
Having experienced vulnerability personally, Karen is passionate about working to remove barriers and helping people get on with living their lives.
Matt Mullen
East West Rail Head of Customer Information
Matt Mullen has extensive experience and passion for inclusive experiences across aviation, rail and retail industries. He works to make the future of customer experiences easy, personalised, intuitive and contextual, with a specialist focus on merging the built environment with the digital and social worlds of customers.
William Reddaway
East West Rail Head of Innovation
Will is Head of Innovation at East West Railway Company (EWR Co), spearheading the company’s innovation work and its mission to challenge the status quo by exploring new and better ways to plan, build and run rail in the UK for the long-term benefits of the sector. Will has been instrumental in EWR Co’s work to create an agile innovative organisation that is bold in thinking differently, and over the last dozen years has run innovation programmes from the industry defining Crossrail Innovation programme, within large Tier 1 contractor and central government within InnovateUK. Will helped bring i3P to life and is now a well-established innovation body within the infrastructure sector. Previously, Will has led change programmes in a large FTSE250 organisation, and worked as a systems and R&D engineer within the marine sector. Will is a chartered engineer with the Institution of Engineering and Technology (IET) and a Fellow of the Chartered Management Institute.
Maria Mattos
Renault Group Customer Experience Transformation ManagerPrior to that Maria was a Business Support Analyst at Volkswagen Group UK.
Natalia Tatar
Fuller Smith & Turner P.L.C Group Sales and Events ManagerGroup Sales and Events Manager for Fullers since 2019
17 years of experience in Hospitality Sales and Events
Worked for companies like Novus Leisure and Revolution Bars
Sales Executive Apprenticeship Level 4
Member of Institute of Sales Professionals
I am a competitive and driven individual with a proven record of developing advanced sales structures and achieving consistent, sustainable sales growth. I focus my teams on delivering exceptional guest experiences as the key to outperforming their targets.
In my current role I navigate complex business landscapes, through building a strong sales and events team concentrated on enhancing customer engagement and adapting traditional sales processes to the demands of the modern digital economy.
Outside of work, I am a highly active mum of toddler who loves travelling, and spending time with her family and friends!
Naomi Sweeting
Places for People Group Head of Research & Insight
Naomi has an extensive background in customer experience and has recently joined the Places for People team as Group Head of Research & Insight.
Ashutosh Pandey
Eutelsat Group VP Project Management, Quality and ProcessAshutosh is a leading Global Executive in the New Economy sectors of Space Technology, Satellites and Telecommunications.
As a Transformation and Turnaround Leader, he has successfully delivered multi-dimensional cost intensive sustainable transformations bringing in more than 1 Billion Euro financial savings globally for multiple organisations.
As a Business Process Management (BPM) leader, he successfully led enterprise wide transformation of key end-to-end processes across the organisation, thereby unlocking multi-million cash and generate value via simplification, standardization and ERP consolidation (incl Digital Transformation)
As a Quality Management leader, he led successful end-to-end assessments for International standards like ISO 9001, TL 9000, CMMI, IS 27001, IS 18001, EFQM and set up Corporate ESG and Sustainability management metrics.
He has strong expertise in leading Operations and Program management (incl Global PMO), change management and executing customer transformation using continuous improvement methodologies like Lean, Kaizen, Six Sigma and Hybrid/Agile PM.
Deborah Winfield
Clinisupplies Chief Consumer Officer
Deborah Winfield is current the Chief Consumer Officer at Clinisupplies. Before this Deborah has worked in a range of CX roles for the likes of The Access Group, Peloton and Addison Lee Group.
James Vukashin
phs Group Head of Customer Experience and Customer ExcellenceAs the Head of Customer Experience at phs Group, my focus is on orchestrating unparalleled service delivery through expert CRM strategies and robust people leadership. My journey includes steering a national contact centre, retentions team, change team as well as other support functions, where leadership and operational excellence have been my cornerstones.
With a track record of fostering team growth and implementing business change, I'm using my skills and knowledge to deliver success to phs. I am committed to balancing business objectives with customer satisfaction, driven by a zest for people development.
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Vanessa Milan
Cambridge University Press & Assessment Head of Voice of the Customer, Global OperationsI am a passionate Voice of the Customer lead and a natural advocate for customers. I am skilled at engaging internal stakeholders to strategically improve the customer experience across Cambridge University Press and Assessment.
I am a self-starter and multi-disciplinary person who leads the development and execution of the Voice of the Customer programme, strategy and governance for Global Customer Service, Credit Management, Royalties, the English division Channel Partners and English and Education product platforms at Cambridge University Press & Assessment.
Daniel Bunton
Cleo AI Head of Customer Support
Hi there! I'm Daniel, a former actor turned customer support enthusiast, currently Head of Customer Support at Cleo AI.
Like most actors, I became a Barista and knew how to make your coffee just right. This unexpectedly led to a role selling coffee by the kilo for a roastery.
When I stepped into the SaaS universe to head up Sales for a fresh start-up, I quickly realized the need for a robust support system. So, naturally, I took up that mantle.
Being at Cleo has allowed me to build a dynamic and empathetic team of support agents spread across the globe. Together, we've scaled our operations and enhanced user experiences from Series A to Series C...and we're just getting warmed up!
A key to our success at Cleo AI has been leveraging AI to automate processes, making customer journeys smooth and enjoyable. I find the intersection of AI and customer support to be fascinating and full of potential.
While the stage isn't my daily backdrop anymore, I keep my acting skills sharp through voiceover work. This has led to a variety of roles, including a recent gig voicing the yellow M&M.
Like most actors, I became a Barista and knew how to make your coffee just right. This unexpectedly led to a role selling coffee by the kilo for a roastery.
When I stepped into the SaaS universe to head up Sales for a fresh start-up, I quickly realized the need for a robust support system. So, naturally, I took up that mantle.
Being at Cleo has allowed me to build a dynamic and empathetic team of support agents spread across the globe. Together, we've scaled our operations and enhanced user experiences from Series A to Series C...and we're just getting warmed up!
A key to our success at Cleo AI has been leveraging AI to automate processes, making customer journeys smooth and enjoyable. I find the intersection of AI and customer support to be fascinating and full of potential.
While the stage isn't my daily backdrop anymore, I keep my acting skills sharp through voiceover work. This has led to a variety of roles, including a recent gig voicing the yellow M&M.
Marie Diane Tyler
Honeywell Global Customer Engagement LeaderPassionate about empowerment and inclusivity in business with a versatile and adept Marketing & Sales mindset boasting unparalleled organizational finesse and compelling communication prowess.
A visionary leader and collaborative team player, renowned for innovative thinking and rapid adaptation. Committed to excellence, I thrive in challenging environments, constantly demonstrate resilience under pressure while consistently delivering outstanding results.
Harriet Lack
Oxford Languages Head of Customer Success
Harriet is currently the Head of Customer Success at Oxford University Press. Before her career at Oxford Languages, Harriet was the Customer Lead and Head of Customer Success at fwip.
Khaled Miah
Zoho Regional Account ManagerKhaled 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.
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
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.
Brandie Deignan
Pier Health Group Chief Executive OfficerIn 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.
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.
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.