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 health insurance, 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
KEY FACTS
1000+ Attendees
100+ presentations
roundtable sessions
CASE STUDIES, INTERVIEWS & PANEL DISCUSSIONS
1-2-1 MEETINGS
What to expect
Ollie Ollerton
Former UK Special Forces SoldierAs one of the first former UK Special Forces members and star of Channel 4's SAS: Who Dares Wins to talk openly to the media and reveal their identity, Ollie Ollerton has an incredible story to tell. A former Special Forces operative with the SBS, he has undertaken operations in some of the most dangerous and remote locations on the planet.
After leaving school and joining the Royal Marine Commandos, Ollie’s time in Northern Ireland and Iraq earned him a recommendation for the SAS. After joining the service's marine sister regiment, the Special Boat Service, he undertook high profile missions involving hostage rescue, counter narcotics, and counter terrorism.
When Ollie returned to the UK, after thirteen years overseas and on the frontline, he started developing a concept that would put his years of training and experience to best use and would benefit others. His Break-Point business is a leadership and development course aimed at the public and corporate sectors whilst also supporting veterans suffering the effects of Post-Traumatic Stress Disorder (PTSD). It's a subject Ollie has spoken openly about, sharing his experiences and difficulties in adjusting to life, dealing with stress, and overcoming trauma.
Ollie is now also one of the training director/presenters of SAS: Who Dares Wins, a show in which he and other ex-Special Forces operatives recreate the SAS’s selection process with thirty recruits from the public. The show has become one of Channel 4's most popular, attracting over three million viewers per episode. Since starring in the show Ollie has also written a deeply personal account of life in and out of the military, also called Break Point, looking at the challenges he faced working to enter the Special Forces, under fire on the frontline, and coming to terms with civilian life. He has also written Battle Ready, a practical look at how to apply his training and experience to more everyday goals, risk-taking and leadership.
Nicky Haddow
Victoria’s Secret UK Head of MarketingI am an enthusiastic Marketing Expert that is passionate about delivering integrated & impactful 360 marketing propositions & campaigns that are not only Brand & Customer focused but commercially driven & data led. With 20+ years experience in Fashion & Apparel omni channel retailing, I love developing marketing strategies that perfectly align with the overall business objectives and market relevance, whilst driving innovation and retaining brand integrity.
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 Customer Engagement Development Leader, working on topics as engagement, loyalty, personalization and crm in an omni channel context.
Joana de Quintanilha
Forrester VP, Principal Analyst
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.
Emma Perkins
Experian Head of CX Strategy EMEA & APACOver the past 5 years Emma has driven the Customer Experience agenda delivering change and CX improvements across the EMEA and APAC region delivering significant increases in Relationship NPS scores year after year. Leading the CX programme across 12 countries to deliver actionable insights and improvement activities, collaborating across multiple functions and levels within the organisation. Understanding the value of CX and the impact on business outcomes has been key to success.
Emma is committed to health and wellbeing and prior to joining Experian was fortunate to work in the fitness industry combining her love of being active outside with great Customer Experiences.
Specialties:
Customer Experience and Loyalty measurement
Market development
Driving change
Customer feedback mechanisms
Lean Six Sigma Black Belt
Shannon Hamer
Economist Global Head of Customer SuccessShannon is Head of Customer Success at The Economist but was an early adopter of Customer Success in the UK having launched and led Customer Success globally in large organisations including RELX Group, Financial Times and Zoopla. When not doing all things Customer Success, Shannon enjoys spending time with her husband, three daughters and is an avid puzzle and wine enthusiast!
Simon Birch
Hobbycraft Customer Service Manager
Alessandra Canavesi
AXA Investment Managers Head of Digital Marketing & Customer ExperienceAlessandra Canavesi is an experienced international marketing and communications director with dual Italian and British citizenship, based in London. With over fifteen years in the industry, she has been leading marketing projects across globally, particularly within blue-chip financial organizations.
Currently, Alessandra is the Head of Marketing and Customer Experience at AXA IM Alts, a global leader in alternative investments. Since joining in 2016, she has driven significant results through innovative digital initiatives and strategic collaboration, leading to record capital-raising years, increased client engagement, and improved marketing ROI.
Her previous roles include Head of Marketing at LaSalle Investment Management, Senior Manager at M&G Asset Management, and marketing positions at Investec Private Bank and HSBC Group. Alessandra holds a Master’s degree in Classics and Philosophy from the University Statale of Milan and is fluent in Italian, English, and French.
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
Dina Hassan
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Anna Wilcox
Bupa Head of Customer Experience
Chloe Rice
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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.
Russell Yeates
AWS Principal Sales Specialist for Amazon ConnectRussell has been working in the contact centre industry for the past 20 years. Starting with operational contact centre management, he has transitioned into helping clients while working for some of the leading manufacturers in the industry.
In his current role at AWS, Russell helps clients in the enterprise accounts, with specific focus on the travel and hospitality, gaming and logistics companies to achieve their CX experience goals.
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.
Gemma Robertson
Standard life Senior Operations Design ManagerGemma has worked for Standard Life since 2000 and performed roles in direct customer sales, customer retention and growth, customer proposition and most recently as a Customer Operations Design Manager.
She uses high quality insight to design and deliver enhancements for customers that remove barriers and drive better customer experiences and outcomes. This is enhanced with the use of journey maps and journey performance insight. She has a deep understanding of customer experience through tools such as Voice of Customer, root cause analytics, complaints outcome testing and behavioural science which leads to customer led solutions that are performance tested.
Gemma is passionate about delivering the best possible outcomes for her customers, supporting them to live their dreams and go into later life with dignity and enjoyment.
Maria Mattos
Renault Group Customer Experience Transformation Manager
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
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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.
He is a Certified Lean Six Sigma Master Black Belt (CMBB), ASQ Certified Manager for Quality & Organizational Excellence (CMQ/OE), Certified Process Professional (CPP), ASQ Certified Quality Auditor (CQA), Certified Business Excellence Assessor (CBEA) on EFQM model, Certified Software Quality Analyst (CSQA), Project Management Professional (PMP) and a Fellow Chartered Manager(FCMI) from CMI UK.
Ashutosh is recognised as a cross-industry expert in Business Transformation, Operational Excellence and Lean Six Sigma and he has been a leading panellist and key speaker at multiple international forums globally since 2008.
As a trainer, he has trained 5000+ experts in various continuous improvement methodologies (lean/ kaizen/ six sigma/ design thinking/ agile).
By education, he is a Bachelor of Engineering and also holds a double MBA degree.
Deborah Winfield
Clinisupplies Chief Consumer Officer
Daniel Bunton
Cleo AI Head of Customer SupportLike 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.
Rebecca Jones
Access PaySuite Director of Customer SuccessRebecca Jones is the Head of Customer Success at Access PaySuite, the payments division of the Access Group. Rebecca is a senior commercial leader specialising in Customer Success, team building, and payment innovations. She started her career on Wall Street, working in traditional Financial Services and, in 2020, pivoted into the FinTech SaaS start-up space in order to build and scale cutting-edge technology companies. Alongside full-time work Rebecca earned an MBA from Warwick Business School, focusing on entrepreneurship and innovation. Rebecca is active speaker and mentor in the London FinTech and Payments ecosystem, currently serving as the London chapter lead for the Women of Customer Success global community, and recently included in the Women in FinTech Powerlist, by Innovate Finance. Rebecca grew up in Sunny California but has called the UK home for over a decade.
Mark Nichols
Flagstone Head of OperationsMark has extensive experience in client success, experience and operations and is now the Director of Operations at Flagstone.
Terry Ward
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Harriet Lack
Oxford Languages Head of Customer SuccessHarriet Lack is the Head of Customer Success at Oxford Languages, bringing a decade of experience in Customer Success roles across a range of industries from Finance and Food Technology to Licensing. Harriet is renowned for her ability to build and lead Customer Success teams, driven by a passion for data-driven insights and a commitment to co-collaboration with customers.
Throughout her career, Harriet has managed customer-facing teams in both start-ups and established businesses, covering areas such as Customer Success, Service, Operations and Telesales. She specializes in establishing and growing Customer Success teams, developing effective strategies and KPIs, implementing CRMs, and leveraging data analytics to drive growth and retention.
Harriet’s expertise and dedication to customer success make her an exceptional speaker on topics related to customer success and operational excellence. Her insights and experience provide valuable perspectives for any audience looking to enhance their customer success strategies and achieve sustainable growth.
Helen Luty
Landmark Information Group Head of Customer Experience
Marcus Hickman
Davies Hickman Managing DirectorJo 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.
Jo Davies
Davies Hickman Global Director of Market ResearchJo 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.
Frank Sherlock
CallMiner VP of International
Luke Atkins
Front Senior Customer Support Specialist
Subrahmanya Siddaarth Turaga
Freshworks Senior Customer Success ManagerAt Freshworks, I am currently empowering businesses to optimally leverage our product suite thereby helping them achieve their desired business outcomes.
Steve Baxter
Zoho Enterprise Marketing Manager UK'Steve has worked in B2B marketing for over 30 years. He joined Zoho in March 2022. During his career, Steve has worked for a wide variety of company types: big multinationals like Kyocera and Zoho, SMEs in the West Midlands and even for himself.
When he's not working, he's drumming in his rock band, following F1 or being dragged into equine activities by his wife and daughter.
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Jim Miller
Medallia Senior CX Consultant
Lisa Garthside
Medallia Director, Professional Services
Mike Stewart
ArvatoConnect Head of Digital Practice
Joseph Jack
ArvatoConnect Head of Compliance
William Lynch
Freshworks Lead AE - Enterprise | UKIAward-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
Aslesha Nargolkar
Freshworks CX Lead Solutions EngineerI also lead a global webinar program to increase presales scalability for mid-market deals, and mentor and train the wider European team as a Lead CX Solution Engineer. I hold a Master’s degree in Computer Science and Engineering, and two AWS certifications: Solutions Architect and Developer. I have expertise in various programming languages, scripting, web programming, and operating systems, as well as in application design, development, testing, documenting and product support.
Simran Kaur
Freshworks Enterprise Account DirectorMy success is based on an audience-centric approach, value-based selling & relationship building. Whilst I focus on achieving critical business goals.
Curious and ambitious to learn, I have enjoyed the challenge of many different industries, including IT, Research & Advisory, Advanced Manufacturing, Business Services, Energy & SaaS.
Creating a culture of equality & empowerment is very important to me, and I find great fulfillment through my volunteering activities with Khalsa aid and Thrive with mentoring. Amongst other things, my ambition is driven by my desire to be a positive role model to my 2 boys, encouraging them to build careers and lives of purpose and passion.
Tom Barrie
SmartSurvey Head of ProductI'm a people focused product manager and coach. I love building happy, multi disciplinary teams that collaborate effectively to solve challenges for users and organisations all over the world.
Over the last 10 years I've had the pleasure of working with clients such as Google, NatWest, Mozilla, Fiat Group, Kia, Subaru UK and the RAC as well as regional SMEs and startups.
Eric Jorgensen
Zendesk VP Sales, EMEASoftware sales leader with 20 years experience. Gained valuable experience building teams supporting hyper growth companies as they enter or expand in EMEA across all verticals.
Strong track record of over achieving sales targets, mentoring and coaching teams to exceed their potential and building long lasting relationships with customers and partners via a direct, honest and open approach.
Matthew Bell
Telesign Regional Director, EMEAMatt is an accomplished Global revenue and sales leader with over 25 year’s experience in software and communications.
Matt has a deep understanding of the UCaas, CCaaS and CPaaS marketplaces which can be shown by the senior positions he has held at organisations such as Sinch, Vonage and 8x8.
Kathryn Simons-Porter
Local Measure EMEA Sales VPKathryn has worked with Contact Centres and their associated leaders for over 20 years across the EMEA region, is a certified CX Specialist and holds a Post Grad in 'Applied CX and Emotional Intelligence'. Kathryn's co authored book is due to be published in December, which talks to the role of Emotional Intelligence in the workplace and how this can be cultivated through use of Generative AI.
In Kathryn's role at Local Measure at VP of Sales for EMEA, Kathryn works across all sector verticals to guide organisations on successful contact centre optimisation programs.
Pete Aitken
Kantar UK Head of Customer StrategyAs Kantar's UK Head of Customer Strategy, Peter supports an award-winning team of CX professionals. His team deliver platform-based experience measurement programmes across sectors, using this data to shape the customer strategy and inform experience innovation. In 2024 the Kantar CX team were awarded Best Use of Customer Insight by the Institute for Customer Service for their work with Virgin Atlantic, using Medallia’s experience management tech to identify where to improve their customer experience.
Peter leads the development of Kantar’s latest methods for CX strategy and insight, bringing a unique perspective for how customer experience is a critical enabler of brand growth. He draws from 16 years’ experience in research and consulting, with nearly 10 years in financial services, incl. HSBC, NatWest, LBG and Nationwide, plus experience across telco, energy, retail, auto and tech manufacturing.
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.
Jean-Francois Damais
Ipsos Global Chief Research Officer
Martin Hill-Wilson
Brainfood Consulting Founder
Gerry Brown
Customer Lifeguard Chief Customer Officer
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
Brian Manusama
Actionary Executive Partner
9.00 - 9.10
Opening Remarks
Our Main stage Morning Host Martin Hill-Wilson sets the scene for a day discussing "The Pivotal Role of Human-Centricity in Cultivating Customer Belonging".
Speaker:
Martin Hill-Wilson
Brainfood ConsultingFounder