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13th year - Europe’s Largest Customer Engagement Event is back!

Customer Engagement Summit

We’re living in the most transformational period that many of us will ever experience, where the voice of the customer and the experiential aspect of CX is more important than ever. Under the overarching theme of The Only Constant is Change: The Role of Human Experience and Technology in Transforming CX.

  • In-Person Conference
  • The Brewery, London
  • Tuesday 28th November 2023
Register 
CUSTOMER ENGAGEMENT SUMMIT
Speaker talking at our customer engagement summit

a jam-packed day of diverse content covering all aspects of customer engagement

Explore the role of human experience and technology as CX becomes increasingly driven by holistic, predictive and precise data solutions, and examining how data and analytics are integral to the CX programmes of the future.

Hear from top-level speakers from world-class brands as they draw upon real-life case studies to showcase the latest innovations in the CX world, sharing valuable, take home, implementable ideas and strategies to enhance customer engagement. Join us live at the The Brewery, London on the 28th November 2023 to become more attuned to your customers and deliver the service they expect in this ever-more digital world of human engagement. 

CES 2022 5-min

Key facts

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1000+ ATTENDEES
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100+ presentations
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ONE-DAY EVENT
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roundtable sessions
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CASE STUDY PRESENTATIONS
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1-2-1 MEETINGS

What to expect

Customer Engagement Summit Keynotes
Customer Engagement Summit Panel Discussion - Sky, Ford, Experian
Customer Engagement Summit Networking
Customer Engagement Summit Zendesk Coffee Cup Sponsorship
Customer Engagement Summit Audience
Customer Engagement Summit Exhibition Hall
Customer Engagement Summit - Forrester Research
Customer Engagement Summit Roundtable
Dom Joly-1

TOPIC STREAMS

Customer Engagement Transformation

With the digital revolution in full swing, organisations must consider their customers’ needs to meet changing expectations. Customer demands are increasing rapidly, and the technology available to improve customer experience is advancing inexorably.

CX Strategies for the Customer Journey

Customer behaviour and expectations are changing at a dramatic and accelerating pace. Organisations must keep up with their customers’ journey, or they will lose them. To do this, they must develop innovative strategies that keep abreast and indeed ahead of customer demands.

The Future of CX

The world of customer engagement and experience is evolving and evolving rapidly. The pace of change continues to accelerate. Join this stream to ensure your CX strategies are fit for what the future holds.

Creating Value in the Contact Centre

Contact centres are ideally placed to become the beating heart of an organisation. With the contact centre space providing a significant, growing opportunity for customer experience, these touchpoints provide a powerful tool to transform the success of a brand in today’s digital world.

Evolution of VOC Across the Enterprise

Customers are playing an increasingly important strategic role in developing organisations’ services and products across channels, and the Voice of the Customer is critical to the development of customer engagement strategies. These are business-critical issues.

Combining CX Strategy with Culture

Organisational culture is a key ingredient to creating great customer experiences. Join this stream to discover how to embed a CX-orientated culture into your organisation.

The Evolution of CX Service Design

Service design is a hot topic picking up where the customer journey left off. Service by design is an increasing imperative in an age where digitally-savvy consumers have increasingly higher expectations of their service providers and expect a seamless experience every time.

Artificial Intelligence and Robotics

The burgeoning new technologies surrounding the world of AI and Robotics present many opportunities as organisations grapple with the challenges presented in improving relationships with both their customers and their employees.

Using Customer Insights to Personalise CX

With 91% of consumers saying that they are more likely to shop with a an organisation who make personalised recommendations to them, this really is the future of customer experience. 

The best way to find out exactly what your customers want is to utilise the insights we hold on them in order to create an experience that's right for them. This stream will teach you how to do just that.

Customer and Employee Engagement

The correlation between highly engaged employees and customers who are similarly engaged is irrefutable. Study after study has proven a clear path from engaged employees to engaged customers to improved performance and profitability.

Innovative and Disruptive Strategies in CX

This stream explores how by harnessing innovation at the core of your organisation, you can form a winning strategy that will ultimately allow you to gain a competitive advantage.

Linking Voice of the Employee and Voice of the Customer

The ever-closing links being forged between the Voice of the Customer and the Voice of the Employee are a major industry trend. Strategies evolving around VOC and VOE are some of the most dynamic in the customer and employee engagement space.

Engaging with the Digital Customer Across the Enterprise

The days of the silo mentality and the service and experience that too often goes with it are well and truly being consigned to the dustbin of history. In the digital age, every part of an organisation needs to be joined up with the customer at the heart of its thinking as it delivers on the cx.

LJ Rich

LJ Rich

BBC Click Presenter
The Click presenter is a self-confessed ‘cool hunter’ and hackathon fan. She’s also a concert pianist and composer and often mixes the two in presentations. LJ looks to the future user experience, from location based tech to mixed reality and the ‘tactile internet.’ We will soon be able to feel turbulence when flying a drone, and have offers pop up in front of our eyes. But how much will we want to tell our devices, and how much should our social currency be worth?
Tarv Nijjar

Tarv Nijjar

McDonald's Global Senior Director, Global Strategic Insights CX & AI
Experienced global executive with a demonstrated history of working in the consumer goods and restaurant industry. Skilled in Digital, Strategy, Finance, Business Planning, Sales, Big Data Analytics, Econometrics and AI using recursive neural networks and Data Science.
Maria Vidler

Maria Vidler

Starling Bank Customer Outcome & Resolution Director
Maria is the Customer Outcome & Resolution Director for Starling Bank. She is an experienced senior leader, with a proven track record in the financial services sector which spans over 20 years. Maria cares passionately about customer centricity and has successfully delivered a number of operational performance and customer experience improvements at multiple financial services organisations in order to support business and strategic ambitions
Nazir Ul-Ghani

Nazir Ul-Ghani

Meta Business Messaging Director EMEA & APAC
Nazir joined Meta (formerly Facebook) four years ago leading and building EMEA Sales, Customer Success and Customer Acquisition teams. Nazir is currently leading Meta's new EMEA and APAC Enterprise Client Sales go-to-market efforts for Business Messaging across WhatsApp, Instagram and Facebook Messenger.
Alessio Bagnaresi

Alessio Bagnaresi

Google Cloud EMEA Head of AI & Advanced Analytics
Since February 2021, Alessio Bagnaresi leads the AI/ML Practice for Google Cloud in EMEA. Alessio is based in the UAE and he is responsible for the Google Cloud AI/ML
solutions, strategy and Go-to-Market in the EMEA region. Alessio has been based in the UAE since 2010 and has 22 years of experience in the technology industry, with Microsoft over the past 5 years and before that with IBM for over 12 years. In his career, Alessio has had both Sales and Technical leadership roles in the technology sector and over the past 3 years has been helping customers in their Digital Transformation journey across EMEA with Microsoft and now with Google. During his tenure in the Middle East, Alessio has played an important role to advocate AI for regional startups and universities by conducting several seminars, panels and consultancy. Alessio has also been instrumental in helping Middle Eastern private and public companies to adopt AI and Analytics technologies at enterprise scale with a track record of successful deployments
Leon Ellerton

Leon Ellerton

Experian Client Delivery and Customer Experience Director
I have a real passion for enabling and delivering Customer / Client Value and Experience driving satisfaction and revenue which has been developed over 16 years across multiple industries. Working for some of these industries most recognisable brands (Royal Bank Of Scotland, Kuoni GTA, Willis Towers Watson, Experian) I have worked end to end across the value chain to drive enhanced customer centricity and improvements that have a tangible impact to the Client utilising both digital and technology solutions but also leveraging process and engaging people.
Vinay Parmar

Vinay Parmar

National Express Chief Customer Officer

Recently appointed as Chief Customer Experience Officer, Vinay is tasked with developing the Customer Experience Strategy for National Express’s UK divisions. In his 7 years with National Express, Vinay has held positions as MD of their Accessible Transport and before that UK Customer and Digital Experience Director leading the Contact Centre and Digital Commerce teams to positively transform the perception of coach and bus travel through driving excellent service throughout the customer journey. Prior to joining National Express, Vinay spent over the last 23 years working with leading brands in the Financial Services, Telecom, Automotive and Travel sectors inspiring improvements in customer service and experience.

Louise Phillips

Louise Phillips

Virgin Atlantic Holidays VP of Customer Centres
Louise Joined Virgin Atlantic 20 years ago as Cabin Crew, after a short break, she returned to Virgin Atlantic and has since spent the last 12 years leading their Customer Centres. Louise is now the Vice President of Customer Centres for both Virgin Atlantic and Virgin Atlantic Holidays. Not only leading successful teams on and offshore, Louise also supports the Senior Leadership group running the aviation programme and making strategic decisions that impact the organisation as whole
Karine Cardona-Smits

Karine Cardona-Smits

Forrester Senior Analyst

Karine Cardona-Smits coaches and mentors experience design leaders and their teams to drive impact. With over 20 years of professional experience in digital and a background in psychology, she provides guidance to leaders in Customer Experience, Digital, Design, and Product to tackle their biggest challenges and stay ahead in a constantly changing landscape. As a former Senior Analyst at Forrester Research, she conducted extensive research and authored actionable reports on customer experience, service design, UX, and experience design. She is also a sought-after keynote speaker at customer experience and design events, sharing her expertise with a wider audience.

LinkedIn Profile https://www.linkedin.com/in/karinecardona/

Website https://www.karinecardona.com

Ceri Davies

Ceri Davies

Virgin Atlantic Manager of Customer Centre - Digital Engagement Strategy
Ceri joined the Contact Centre Leadership team and transformed their inbound sales channel in 2019, generating over 120Million through improved Customer engagement and data driven insights. In 2020 Ceri played a key role in Virgin Atlantic’s survival through the pandemic feeding insight in from our teams. Ceri is currently focused on delivering a re-design of the Digital Service strategy with the Customer and Agent experience at the heart of the build.  
Bruce Swan

Bruce Swan

Panasonic General Manager, Customer Care and Digital Service
I have worked in customer care for the majority of my 18-year career, specialising in business transformation and nurturing high performing teams. My various roles have afforded me opportunities to travel to a wide variety of destinations and experience rich and immersive cultures, which has helped me to appreciate the varying needs of customers and colleagues. I am passionate, both personally and professionally, about technology and how it impacts on the way we live our lives and do our jobs. When I’m not working, I’m a husband and a father to two energetic children.
Andy Harrison

Andy Harrison

Fidelity International Vulnerable Consumers Lead
After 20 years in the insurance industry, I joined Fidelity in August 2020 to focus on our approach to supporting customers in vulnerable situations. I started my career in a call centre and progressed into management roles before pivoting to conduct regulation, where I became subject matter expert in significant regulatory changes in consumer protection like the Insurance Distribution Directive and the Fair Treatment of Vulnerable Customers. I have always worked to provide good outcomes for customers and so moving into this role was ideally suited to me. It’s a very rewarding and challenging role. 
Angela Johnson De Wet

Angela Johnson De Wet

Lloyd's Banking Group Commercial Banking Technology Leader

Ange is responsible for Governance and Compliance for Lloyd Banking Group’s Cloud Enabled Business Transformation Programme. Before her current role, Ange was Head of Cloud and Technology Change Risk.

Prior to working at Lloyds, Ange led transformation teams and programmes at Deutsche Bank including: Cloud Security, Risk and Compliance, Anti-Financial Crime Analytics, Data Quality People Change and Money Markets Finance, Risk and Regulatory Reporting.  

Before joining Deutsche Bank, Ange worked as a Senior Manager at EY across Asia Pacific and EMEIA within the Financial Services Organisation focusing on Corporate Banking and Capital Markets transformation and business, technology and programme advisory. Ange started her career at IBM in Australia working as a developer, tester, designer and then business analyst and project manager.

Ange has an honours degree in Mechanical Engineering (Mechatronics / Robotics) and Computer Science from the University of Melbourne, Australia.

Clare Pitts

Clare Pitts

Pilgrims Food Master Consumer Relations Manager
I am a Consumer Relations Manager at Pilgrim’s Food Masters (formerly Kerry Foods) My career began in what was then the Ministry of Agriculture, Fisheries and Food. I then took a break to study for a degree in English Literature at University. After graduating, I worked in Marketing at Penguin Books then moved to a Supply Chain role at Safeway which led to a position at Colgate Palmolive. Therefore my journey to date has been varied and diverse, working in the Ministry of Agriculture dealing with the foot and mouth crisis, to visiting abattoirs in North Yorkshire to see our cooked meats before they hit the supermarket shelves, to having a deep knowledge of possible shower gel allergens and to the current day, where I love working on the Pilgrims ready meals, sausages & snacks range. At the same time, I love engaging with the various Customer Service centres over the years in Barcelona, Luxembourg and Warrington to name but a few. This very squiggly career path has served me well in developing my skills into a forward-thinking Consumer Relations Manager. These different roles have enabled me to develop the customer experience to ensure we keep the customer at the heart of the business using our insights.
Adam Lowe

Adam Lowe

Aston Villa FC Head of Marketing
Adam is Head of Marketing at Aston Villa Football Club, leading the Marketing, Digital, Data & Insights, and Design teams. Adam has been at the club for 9 years, including a period as Interim-CCO, having previously worked at Mitchell's & Butlers - specialising in Marketing plus spending time across the Technology, Finance, Operations and HR departments.
 
Following a hugely successful fan engagement campaign, Aston Villa Football Club are finalists in the Engage Awards for Best Use of Voice of the Customer and Best Customer Centric Strategy.
William Agnew

William Agnew

Natwest Experience Lead - Video Banking
An experienced and capable operational leader, that can also deliver change at pace within the financial services industry. I particularly excel in leading teams through change, whilst also balancing multiple priorities.
Nathan Sanders

Nathan Sanders

Ford Head of European Contact Centres

Hello -  I am Nathan Sanders and I am the Ford of Europe Customer Relationship Centre manager. Been at Ford 27 years holding 13 different positions within this time.
I am married with three children, 6, 15 and 17.
I enjoy watching all sports and play golf when time allows. Also enjoy DIY and gardening.
My experience covers finance, audit, dealer support for both sales and aftersales 
I have always been keen to learn about the customer and deliver a service that produces a response of ‘ that was excellent’
At Ford not only are vehicle preferences and uses evolving, so are customer expectation on support and feeling part of a family or community.
As the electric evolution continues, the relationship Ford has with its customers is changing and my team are seeing these changes every day.

Sarah Reeder

Sarah Reeder

Sky Service Strategy Manager

Service Strategy Manager working in Group Service Management (GSM), focused on Digital Service: CX & Tech Futures. Supporting with the launch of new products and systems, driving operational efficiency, and looking at how we harness technology to better serve our customers as we move into the digital age of Web3.0 and the Metaverse while balancing service economics.

Before moving to GSM, I worked as Operations Performance Manager at NOW (Sky’s app-based streaming service), delivering record high customer metrics through outsource partner contact centres.

Mental Health First Aider and Wellbeing Champion for Sky – running several initiatives to empower everyone to feel supported and comfortable to discuss mental health in the workplace.

Cheryl Graham

Cheryl Graham

Sky Service Strategy Manager

Cheryl Graham is a Service Strategy Manager in Sky, working in Group Service Management within the Centre of Excellence, Digital Service, CX & Tech Futures. She works across the business collaborating with cross functional teams, bringing those teams together to drive excellence in the customer experience and customer service space across all channels. With technology at the forefront of almost everything we do, there is also a focus on emerging technologies, incorporating service management wraparounds whilst maintaining service economics. Cheryl’s career in technology and customer experience spans nearly 20 years across several industries, including Oil and Gas, Finance and Regulatory and Telco. She is also co-Chair of the Sky volunteer network TECHWomen, a network which champions women in technology, both in inspiring the next generation but also attracting and developing women in technology roles.

Sue Bradley

Sue Bradley

TUI Director of Customer Experience Delivery
Sue Bradley is Director of Customer Experience Delivery at TUI. Sue has been working at TUI for 11 years.
Anna Wilcox

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.
Matthias Göhler

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.
Tom Kirby

Tom Kirby

Huel Senior Customer Experience Manager
With experience leading the customer experience for some of UK’s fastest-growing businesses, Tom is an award-winning CX manager with a track record of driving efficiency and customer satisfaction.
Gerry Wisniewski

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.
David Sanders

David Sanders

Microsoft Support Engineering Manager
David is a Support Engineering Manager at Microsoft. 
John White

John White

Domestic & General Customer Experience Director
John has 19 years experience in Customer Experience roles across various industries (FS, Auto, Hospitality, and B2B). An experienced CX professional, John has worked within Consulting practices (Accenture Strategy and Kantar) as well as in industry (ex-Deliveroo, and now at Domestic & General).
Abdul Khaled

Abdul Khaled

E.ON Head of Digital Customer Experience
Abdul leads the digital and customer experience function at E.ON’s new challenger brand in the UK – E.ON Next. With extensive digital experience, Abdul has been involved in leading digital strategy, transformation and growth at global brands, most recently with Cisco and Subway, as well as driving innovation at several start-ups both nationally and internationally. At E.ON Next Abdul is currently building a new digital-first product and CX team tasked with disrupting and revolutionising the energy space. His focus is on high performance, innovative ways of working and culture building. He regularly shares his expertise through webinars, conferences and thought leadership pieces as well as coaching upcoming digital leaders.
Lance Hitchins

Lance Hitchins

Mitsubishi Electric Head of Customer Training

The Head of Customer Training for Mitsubishi Electric UK. 

Mitsubishi Electric has developed a proud reputation for excellence over its 100-year history, and today, they offer a pioneering range of cooling, heating, ventilation, and controls solutions that deliver reliable, accurate, energy efficient comfort for any building, all year round.

A multiple award-winning Learning and Development leader who’s passion is to help organisations enhance their Customer journey. 

Prior to joining Mitsubishi Electric Lance spent time in multiple industries such as Finance, Insurance and Technology undertaking several leadership roles in operations and training.

Craig Barrie

Craig Barrie

Affinity Water Continuous Improvement Lead
Craig is an accredited Lean Six Sigma Blackbelt with 10+ years in the water industry. Craig's background is customer service and team management, but continuous improvement and operational excellence is where Craig is at their best.
Jo Causon

Jo Causon

Institute of Customer Service CEO
Jo is a strategic leader with over 20 years' experience within the commercial and not for profit sectors. An experienced strategist with excellent knowledge of business management, strategy, brand and marketing. She has a strong record of delivering results across all aspects of an organisation, leading to sustained growth and profitability. In addition Jo has excellent team leadership skills and extensive experience in stakeholder management and business development activity. Her experience has included working with all forms of media, and she is called upon as a customer experience expert for radio and TV broadcast as well as a regular keynote speaker.
Eoin Grace

Eoin Grace

Markerstudy Insurance Group Head of IT
With 25 years in the IT industry across a variety of business sectors, Eoin has spent the last 8 years at Markerstudy Group, across a variety of IT roles, having recently been promoted to Group Head of IT. The group is made up of several well-known car, home and pet insurance brands along with other insurance related brands such as Auto
Windscreens. Focusing on both the day-to-day operation and the longer-term strategic direction of Markerstudy’s 370 strong department, known as M-Powered, the team
delivers essential IT Services to 5500-user community, in addition to the continual delivery of commercial solutions to enhance Markerstudy business offerings. Eoin’s key
focus is to work closely with the leadership teams of the various Markerstudy business divisions, to ensure they are receiving high performing, cost efficient IT Services; all
whilst delivering excellent value through Markerstudy’s technical solutions and providing effective customer outcomes. Outside of work, Eoin finds time to coach junior football.
He is also the chairperson of the town’s junior football club, for which his two sons play.
Jenny Irving

Jenny Irving

Domestic & General Customer Experience Senior Manager
Jenny is a Customer Experience Senior Manager at Domestic & General with a focus on our full end-to-end customer lifecycle, starting from when customer’s register or buy a policy with us, through to the end of their time with us. Her specialism lies in customer journey mapping/design as well as supporting to build a customer-centric culture within the business.
Luke Sambridge

Luke Sambridge

Affinity Water Head of Business Excellence & Transformation

Luke is a passionate and successful senior change professional, with over 10 years’ experience in the management and deployment of large-scale customer change programmes in various Financial, Telecoms, Utilities and Retail Industries. Accredited in Lean Six Sigma and as a Managing Successful Programme Practitioner, Luke has previous worked in a number of Senior Management roles including Operations, Change Management, Continuous Improvement, Transformation and Consultancy.

Lara Alexander

Lara Alexander

Close Brothers Customer Experience Lead
Lara has a passion for delivering value to customers in both B2B and B2C environments. With a background in organisational psychology and an understanding for change, Lara has spent most of her career in the CX arena. This includes consulting and most recently at a FTSE250 Merchant Bank, Close Brothers. Close Brothers is made up of eight different financial services businesses which Lara works with to delivery customer, partner and client excellence. 

Her c.8 years’ experience in customer experience spans across customer experience strategy, culture, insight, channel, innovation and organisational delivery. Lara recently completed her Digital Strategies for Business course at Columbia Business School. 

An exciting project Lara recently worked on was taking a new product to market in under two weeks from inception to implementation. 
Mark Kemp

Mark Kemp

AT&T Head of Customer Experience

I am a highly experienced Head of Customer Experience / Head of Customer Success / Head of Customer Service leading full lifecycle strategy & target operating model design to transformational programme delivery.

I am an expert in Problem Solving and the use of big data to analyse and assess different ways to improve the customer journey and experience.

Sarah Lander-Scott

Sarah Lander-Scott

Barchester Healthcare Head of Customer Experience
Sarah is a passionate individual experienced in the delivery of Customer Experience strategy and People Development. With a proven track record of improving customer satisfaction and driving commercial performance, Sarah has experience in leading large CX teams as well contact centres, driving process change and overall brand experience. Currently heading up one of the largest healthcare providers CX team, Sarah has implemented a CX strategy and new team to drive improvements across the 250+ care home settings and mental health hospitals. A challenging environment, particularly during the pandemic gave plenty of opportunity to learn, adapt and deliver customer experiences for the 12,500 residents and patients Barchester care for and their loved ones (who are customers too!)
Luke Squires

Luke Squires

Sykes Holiday Cottages Operations Director
Currently Operations Director for Sykes Holiday Cottages, leading all operational functions within the Sykes Family. Previous experience within Virgin Holidays and Virgin Atlantic where I led Customer Centres and People Operations team. In 2018 Virgin Holidays was awarded the Gold award at the European Customer Centre and Service Awards. High focus on innovation within the Customer experience industry focussing on digital technology and the development of people.
Katriona O'Hare

Katriona O'Hare

Orbit Group Head of Customer Care
Katriona O'Hare (Kat) has had 20 plus years’ experience in Customer Service within the Housing Sector.
Last month she celebrated winning the UK CXA Women CX Professional 2022 for her work transforming SearchFlow's Customer Service offering which supported them winning a 3-year £30million public sector contract, the first of its kind in its industry. 
Katriona has worked across a broad range of sectors including Housing Associations, Private Builders and Search Providers. 
She works hard to consider and surpass best practice and employs technological innovation and the dedication of her team to deliver the highest possible service to her customers.
Her passion for people has seen her become a qualified Business Mentor and Coach offering support to private individuals on a voluntary basis and create an inhouse bespoke leadership training programme. 
She enjoys expanding her skills by supporting voluntary work across many sectors including The Royal College of Radiologists, schools and local councils.
Ola Taiwo

Ola Taiwo

Look Ahead Group Head of Customer Service
I have a passion for achieving a great customer experience and be fanatical about understanding the detail of the operation. Hands on management with strategic thinking and stakeholder influencing is as important to me as my analytical mind and a passion for hitting the numbers.
Margaret Kerr

Margaret Kerr

Sky Retail Regional Manager
I am a Regional manager within sky retail. where I inspire, develop and manage. I am responsible for managing the Sky Retail Scotland Region.
Julia McVicker

Julia McVicker

Sky Retail Regional Manager
Julia McVicker is Regional Manager at Sky Retail.
Jan Thomas Lerstein

Jan Thomas Lerstein

DNB Bank - Technology & Services Head of Emerging Technologies
With a 20+ year career at DNB, Jan Thomas has held multiple roles at the intersection of tech and business. As Head of Emerging Technologies, he takes the lead on automating service inquiries through voice and chat, with the goal of increasing customer service efficiency and ensuring that high complexity and high-value interactions are handled with a human touch, always with an eye on leveraging technology platforms to improve user experience
Ian Ashby

Ian Ashby

ServiceNow Transformation Director

Ian is a recognised thought-leader and keynote speaker in customer service, customer experience and digital transformation topics. He has over 20 years of experience working in different aspects of customer service, including with vendors of contact centre technology (Lucent/Avaya), contact centre software solutions (Exony/eGain), CRM Solutions (IRIS), managed/outsourced call centres (Mercury/Cable & Wireless), and customer service solutions (ServiceNow). In addition, Ian was previously the Global Senior Vice President of Support and Customer Services at Epicor Software Corp., a major software provider, where he had responsibility for all the company’s customer service operations world-wide. At Epicor, Ian successfully led the multi- award-winning EpicCare customer service transformation program, to deliver significantly improved experiences for customers, partners and employees. Ian is also the author/creator of the ServiceNow self-assessment Customer Service Maturity framework, which has been successfully delivered to hundreds of organisations world-wide.

LinkedIn profile: https://www.linkedin.com/in/ian-ashby/

Håvard Dahl Olsen

Håvard Dahl Olsen

boost.ai Chief Delivery Officer
Håvard Dahl-Olsen leads the customer team at boost.ai as Chief Delivery Officer. Since 2017, he has overseen the development of over 500 virtual agents for more than 300 organizations in the US, the UK, the Nordics and Central Europe, across industries including FSI, H&PS, Telecommunications and E-commerce. Håvard has a genuine passion for customer success and believes that fostering collaborative relationships with customers is key to driving value through the boost.ai platform.
James Riley

James Riley

Verint Director and CX Consultant

An engaging and insightful speaker with extensive experience gained in the market research/intelligence and feedback management technology sector. James supports diverse organisations to harness customer intelligence to drive smart, informed and plans of action that make a huge difference to their bottom line.

Jay Gupta

Jay Gupta

Talkdesk Director of Product Marketing for AI, Automation, and Analytics
Jay Gupta has over 18 years of experience working for global technology and telecommunication companies across EMEA and APAC. During her tenure with Talkdesk, she has been at the forefront of AI innovation. Jay holds a Master of Science in Information Systems and a Bachelor of Science in Mathematics both from Queen Mary, University of London.
Zaheer Gilani

Zaheer Gilani

Genesys Director of Experience Innovation
Zaheer Gilani is the Director of Experience Innovation at Genesys – he is an experienced Customer Service and CX industry veteran with over 20-year experience working and consulting for FTSE 100 brands globally.  Zaheer is the author of Customer Journey Mapping Workbooks, founder of CXBrainstorm, and has developed and launched CX Industry’s first Customer Experience Casual 3D Mobile game.
MIkheil Khidureli

MIkheil Khidureli

Enterprise Georgia CEO

Mikheil is the Director of “Enterprise Georgia” ‐ a government economic development agency operating under Ministry of Economy and Sustainable Development of Georgia. Prior to his appointment as the head of the Agency in early 2018, he served as a Founder/ Partner of SavvY Consulting and SavvY Education, which specializes in investor relationship, executive management, business development, coaching and leadership.  
He has more than 7 years experience of middle and executive level management. He has worked on Multi‐billion  projects  around  the  world  as  a  project  manager  at  SHARD  Skyscraper  construction  project  in London and New Doha Int. Airport Construction project in Qatar. Furthermore, Mikheil has worked as a Director of Business Development in large infrastructure company Saunders Group and as a Deputy CEO of a successful giant US start‐up company ,,Driveshift". He has also been a head of Business development department at United Airports Georgia.

Kasia Dorsey

Kasia Dorsey

Yosh.AI Founder and CEO

Kasia Dorsey, nominated as Forbes “100 European Female Founders'', after spending years in marketing within The Coca-Cola Co., founded Yosh.AI with a mission to re-invent
communication between companies and end users with conversational AI, focusing on voice AI agents for call centers. Yosh products include AI voice and text agents, visual
search across numerous communication channels and over 100 languages. Yosh.AI currently works successfully with many international enterprises focusing on EMEA and
NorthAm, in retail, banking and insurance, helping implement automation into communication streams. Yosh.AI is a global Google Cloud Partner and the winner of numerous international technology competitions, including the prestigious award from The AI Journal, “Global Excellence Awards” for “Best Use of AI for Customer Experience”
in 2021. Forbes named Yosh.AI as a company that is changing the future of retail. Kasia is passionate about deep-tech and adding value to businesses through the implementation
of AI. She is an active mentor at Google.

Amelia Abel

Amelia Abel

Kantar Senior Customer Strategy and Insights Director
Amelia is a customer strategy and insights professional at Kantar. She has 13 years’ experience working across Customer Experience, marketing and strategy in both industry and consulting roles. Amelia’s focus is on building and optimising Customer Experience programmes and driving strategic vision.
Simon Atherley

Simon Atherley

Kantar Brand Consultant
Si Atherley is a Brand Consultant at Kantar with over 12 years’ experience. He specialises in advising clients on brand-led growth and equity. Recently he has been developing new thinking and approaches to help demonstrate the importance of Customer Experience to driving long term brand-led growth.
Laura McAnena

Laura McAnena

Momentive Inside Sales Manager

Laura has been part of the founding EMEA team at Momentive since May 2019, when SurveyMonkey first launched their sales team in Dublin. Since then she helped companies such as Ryanair, Coca Cola Europacific Partners and MSC Cruises launch successful customer, employee and market feedback programs, helping businesses to empower their decision making using the voice of their customer and staff. Laura now manages the EMEA SMB and Mid Market team, with a focus on helping customers in Europe use VOC to create marketing and sales collateral to build social proof at scale

Nicole Holt

Nicole Holt

Beehive Queen Bee and Head of Research

Professional researcher with 25 years' experience of designing, implementing and analysing global research and insight programmes. Specialising in CX research, with a focus on creative solutions, pragmatic results and visually engaging insight presentations.

Paul Kavanagh

Paul Kavanagh

Beehive Head Bee and MD

Paul has spent his career helping premium brands engage with their customers better, to drive business growth. At Beehive Research, his passion for helping clients to make informed decisions about customer experience is the heart of what they do.

Paul’s expertise is in measuring customer experience, using the most effective research and customer experience solutions and tools. He listens to, and understands, a client’s customers and prospects and then communicates the conclusions clearly and succinctly, providing insights that drive informed decisions.

Jamie Thorpe

Jamie Thorpe

Ipsos Head of Experience Management (XM)

Jamie is a CX professional with over 20 years’ experience.  The majority of his career has been spent in Client Success/Service previously holding two board level positions and now Head of Experience Management (XM) at Ipsos.  Jamie’s expertise spans Offer, Marketing, CX Platforms, Professional Services and Delivery.  He is industry recognised as a CX leader in the UK (#3 in 2022).  His in depth of CX knowledge combined with a commercial and pragmatic/action-oriented style has seen Jamie deliver success with many clients across sectors and geographies.

Daniel Rodriguez

Daniel Rodriguez

Simplr Chief Marketing Officer
Daniel Rodriguez is an experienced marketing executive, author, entrepreneur, family guy, and musician who uses daily meditation to manage life’s intense moments. He's currently the CMO at Simplr, where he’s leading a team that's redefining the way brands deliver customer service. Daniel is the co-author of Experience is Everything, a forthcoming book that focuses on the NOW CX movement. Before Simplr, he served as VP of Marketing for Seismic and as co-founder of multiple companies including Indivly Magic and PrizeTube. A native of Cleveland, he’s been a Bostonian since earning a BA from Harvard and an MBA from the MIT Sloan School of Management.
FUN FACT: I have caught passes from 2 NFL QBs.
Mark Chamberlain

Mark Chamberlain

Lokulus Co-Founder and Chief Evangelist

With approaching 40 years of technology experience, Mark Chamberlain is the co-founder and Chief Evangelist at Lokulus. Mark has been involved in advising clients on both contact centres and customer engagement since the turn of the millennium and has witnessed both technological progression and the evolution of customer expectations first hand.

Helen Campbell-Watt

Helen Campbell-Watt

Coutts Head of Wealth Client Insight & Experience
Leading Client Experience, Market Research, Complaints Management, Direct Marketing and Business Development teams for the Private Banking and Affluent businesses.
Andreas Pantazopoulos

Andreas Pantazopoulos

Coutts Head of Client Insight
Driving the Client Insight agenda at Coutts and working directly with ExCo members, I continuously demonstrate the strategic role that Client Insight can play in future-proofing our business.

My role is to ensure the business can adapt to the new HNWI/ FS climate, where customer habits and expectations are rapidly evolving, by shaping the creation of innovative and value-driven Client Experiences.

Actionable, real-life consumer insights that go beyond claimed behaviour excite me, as they are the key to creating truly unique Client Experiences. My real passion for insight is fuelled by a creative mindset, analytical skills, a genuinely inquisitive attitude and a resourceful approach to commercial problem-solving.
Gerry Wisniewski

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.
Amrit Bhahu

Amrit Bhahu

UserTesting Principal Customer Experience Consultant

Amrit is a Principal Solutions Consultant at UserTesting (headquartered in EMEA) with over 10 years of experience as part of and leading UX research teams. He’s taken a keen interest in understanding user behaviour and helping businesses deliver success.

Johnathan Zemlik

Johnathan Zemlik

Wavenet Head of Contact Centre Solutions
As Head of Contact Centre solutions for Wavenet, Johnathan Zemlik has built upon the ideas of Integrated and Unified Customer Experience understanding that a modern contact centre can be set-up in different ways. 

He has worked with Gartner Magic Quadrant positioned vendors such as Content Guru, Five9 and 8x8.

Johnathan is a proponent of Customer Life Cycle Management and Disruptive Technology Theory as well as heading up Wavenet's Pride LGBTQ* group. He plays Rugby for Burley RUFC in his spare time
Nathaniel Konzon

Nathaniel Konzon

Content Guru Solutions Consultant

Nathan Konzon is a Solutions Consultant at Content Guru, a global leader in cloud contact centre and customer experience solutions. Nathaniel has several years’ experience in the telecommunications space, which he leverages to deliver cutting-edge solutions that anticipate evolving customer needs, and to help businesses to create outstanding customer experiences through seamless engagement and data-driven insights. He specialises in crafting bespoke, contact centre solutions, tailored to an organisation’s individual CX needs.

Jeremy Dodd

Jeremy Dodd

Emplifi Director, Go-To-Market Strategy

Jeremy was a founding member at Go Instore, who pioneered Live Shopping from 2014. Having helped brands like M&S, Samsung, Currys, Sofology and Microsoft to activate globally, Jeremy now leads Go-To-Market Strategy for Commerce at Emplifi.

“The event is great and produced to a very high standard. A wide range of organisations sharing best practice in a practical and accessible manner. A highly professional event”