SPEAKERS

A laser focus on super-actionable, case study driven content, keeping industry leaders informed about emerging trends and innovative solutions

3000+ ATTENDEES

250+ PRESENTERS

7 STAGES

2 DAYS

Engage Business Media Customer Engagement Summit 2023-28-11-2023-174-

Ian Plummer

Autotrader UK Chief Customer Officer

Ian joined Auto Trader in 2017, having spent over 20 years in the automotive industry in senior global roles across the automotive ecosystem including both manufacturers and retailer groups. Currently, he heads up Auto Trader’s relationships with their most senior partners in retailers, manufacturers, lenders and media alike to ensure Auto Trader’s technology and expertise delivers value and revenue for partners in both the new and used car space. He is also on the Board of the Institute of the Motoring Industry, sits on the President’s Committee of the Automotive Leadership Network, and is a regular media commentator as well as being an active lobbyist for the policies required to ensure the electric transition is equitable and accessible.

Gabriella Lambert

Nestlé Nespresso SA Head of Customer Experience

Gabriella Lambert is a customer experience and business transformation leader with a track record of helping organisations turn customer insight into measurable growth. Having led transformation across global brands, consultancies and purpose-led organisations, she is recognised for delivering customer strategies that reduce churn, improve service performance and create lasting commercial value.

Kathleen MacLean

Dr. Martens Global Head of Customer Growth Strategy & Planning

Kathleen MacLean is a growth strategist and customer intelligence leader specialising in helping organisations identify, unlock and scale new growth opportunities.

With more than 15 years of experience across scale-ups, technology businesses and global consumer brands, Kathleen has built and led growth, customer intelligence and digital transformation initiatives spanning automotive, clean technology, telecommunications, fintech and retail. She has worked with organisations including Dr. Martens, BMW, O2, BT, Huawei and ev.energy, helping businesses accelerate customer acquisition, increase retention, optimise customer lifetime value and deliver measurable commercial growth.

Known for translating complex customer, data and organisational challenges into practical growth strategies, Kathleen combines deep expertise in customer intelligence, digital transformation and commercial strategy to help businesses uncover untapped opportunities, scale more effectively and build the foundations for long-term success.

Her approach bridges strategy and execution, enabling organisations to turn customer insight into sustainable growth and competitive advantage.

Andrew Webber

END. Chief Digital & Customer Officer

Andrew has built a 20 year career combining marketing, analytics and technology, across gaming, utilities, healthcare and retail, including founding and running an AI and Machine Learning business back in 2018.

This experience, combined with the rapidly evolving AI landscape, has been the perfect timing and fit for transforming the commercial engine at End Clothing with data and AI.

Sandrea Morgan

Adanola Head of Customer Experience

Sandrea is a Senior Customer Service and Experience leader with over 20 years’ experience building and transforming global support functions across fashion, beauty, e-commerce, start-ups, and the public sector. She has led both in-house and outsourced operations at scale, spanning B2C and B2B environments, with deep expertise in digital-first customer support.

A strategic and commercially focused leader, Sandrea is known for transforming customer support from a reactive service into a proactive, insight-driven growth engine. She specialises in contact reduction, AI-enabled service design, and operational excellence, consistently improving efficiency, customer satisfaction, and revenue through smarter journeys and data-led decision making.

Passionate about the Voice of the Customer, Sandrea works cross-functionally with product, marketing, and technology teams to turn customer insight into meaningful,
measurable change. She is equally committed to building high-performing, engaged teams, with a strong focus on coaching, development, and leading through transformation.

Joanna Reynolds

Beauty Pie Director of Customer Experience (CX)

Joanna Reynolds is an award-winning Customer Experience leader with over 15 years of experience helping some of the UK's fastest-growing consumer brands build customer service organisations that customers genuinely love.

Most recently, Joanna spent nine years at Beauty Pie, where she led the CX function through rapid international growth, major organisational transformation, and one of the company's biggest technology migrations to Shopify and Gorgias. Throughout her career, she has championed the belief that customer service isn't a support function — it's a commercial driver, a brand builder, and one of the most powerful sources of customer insight.

Known for combining operational excellence with a deeply human approach to leadership, Joanna specialises in scaling high-performing teams, AI and automation, service transformation, Voice of Customer programmes, and designing customer experiences that create loyalty, advocacy, and measurable business impact.

Alongside her leadership career, Joanna advises and mentors growing brands on customer experience strategy, operational scaling, leadership development, and AI adoption, helping businesses build future-ready service organisations without losing the human touch.

Whether speaking about leadership, AI, customer experience, or building customer-centric cultures, Joanna brings practical insights, honest stories from the front line, and actionable ideas that audiences can take back to their own organisations.

Adrian Evans

B&Q Head of Digital Product: Customer Commerce

Passionate about innovation and customer focused product/propositions with real experience leading teams across operations, marketing and end to end go to market activities.

Sharon Braude

Virgin Active Global Group Director Marketing Technology

Sharon Braude is recognised as a leading expert in Media, Data and Marketing Technology. She has over 20 years’ experience spanning numerous sectors, industries, and brands. Throughout her career Sharon has transformed marketing practices and operations and built award-winning teams, having won at Cannes, Eurobest and other prestigious competitions.

In her leadership roles, Sharon has created and defined the marketing vision and designed and implemented customer strategies for globally recognised brands – including Disney, Red Bull Racing, and the BBC. She holds several Advisory Board positions, presents keynotes at industry events, and judges global advertising and design awards.

Robert From

Rail Europe Chief Growth Officer

Robert From has spent 15+ years helping technology, media, and mobility companies grow across Europe and Asia. From Google to fast-scaling mobility startups, he has led international teams, built customer-focused growth strategies, and worked at the intersection of technology, data, and commercial transformation.

Passionate about how technology can create better customer experiences, he believes growth starts with understanding people and making complex journeys feel simple. Today, he is Chief Growth Officer at Rail Europe, where he leads global growth, marketing, and customer strategy.

Julie Su

Nissan Motor Corporation Global Customer Journey & E-commerce Manager

I am a Senior Product Manager specialising in growth, experimentation, and customer experience (CX), with 8+ years of experience delivering scalable digital products across global markets.

I have led product strategy and optimisation initiatives across 40+ markets, improving conversion by up to 50% and driving measurable growth through data-driven experimentation and customer journey design.

Aida Mutapcic

KFC Customer Recovery Manager

Specializing in customer service management and process optimization, I am passionate about aligning operational strategies with evolving customer needs. My mission is to empower teams and deliver exceptional experiences through collaboration, innovation, and effective communication. I remain committed to driving continuous improvement and fostering a positive organizational culture.

Melda Sofuoglu

Vodafone Global Senior CX & Service Excellence Manager

Melda is a Global CX & Service Excellence leader at Vodafone, driving company-wide transformation and enabling markets to scale customer-centric operating models. She turns strategy into measurable impact, leading high-performing teams to enhance CX through data, insights, AI, and a continuous improvement mindset.

With cross-sector experience spanning Telco, BPO, and Services, Melda influences senior leaders and delivers sustainable operational and customer outcomes. She holds a doctorate, bringing an academically rigorous perspective to her work, and is recognised as a distinctive voice in the UK CX community.

Anna Gradil

Depop Senior Director, Seller Growth & Support

Anna Gradil is a senior technology leader with over 16 years of experience scaling marketplace and media businesses globally. As Senior Director of Seller Growth & Support at Depop, she leads the functions that help sellers thrive and make every customer interaction feel seamless, human, and trustworthy, built on the belief that exceptional support is not a cost centre but a growth lever.

Anna has led the transformation of Depop's support operations at scale, navigating complex BPO partnerships and deploying AI-powered agent technology. Before Depop, she held senior roles at YouTube and Google across EMEA, and as COO of Yoola she cut customer churn by 16 points and grew NPS from 30 to 55 by embedding customer centricity at the heart of the organisation.

Amanda Bishop

Holiday Extras Head of Customer Service Journeys/Operational AI

As Head of Customer Service Journeys at Holiday Extras Amanda leads the Operational AI team, where frontline customer service colleagues are empowered to identify customer problems and build AI-powered solutions. By combining deep customer insight with accessible AI tools, the team has developed assistants that reduce customer effort, improve operational performance and deliver significant business value through measurable efficiency and cost savings.

With almost 20 years' experience across customer operations, transformation and leadership, Amanda is passionate about developing people, challenging conventional thinking and proving that curiosity and customer insight can be just as valuable as technical expertise. She believes the future of AI belongs to organisations that equip everyone, not just engineers, to solve customer problems in new ways.

Amanda is also a facilitator for Google's #IamRemarkable programme, helping people build confidence, recognise their achievements and advocate for themselves in the workplace.

Zack Wragg

Merlin Entertainments Senior Global Digital Commerce Product Owner

Zack is a digital and ecommerce leader passionate about using personalisation and customer experience as levers for driving sustainable long-term commercial growth.

His career spans hospitality and retail brands such as Hilton, Crabtree & Evelyn and Merlin Entertainments. He is currently working as the Senior Global Digital Commerce Product Owner at Merlin with a focus on driving using digital transformation to improve the guest experience.

Lisa Johnstone

Virgin Media O2 Director of Priority, Loyalty & Rewards

Lisa Johnstone is Director of Priority, Loyalty & Rewards at Virgin Media O2, where she leads Priority, the award-winning loyalty platform.

Priority has over 7 million registered members, with more than one million engaging monthly, delivering over £33m in customer value in 2025.

With 25 years’ international experience across entertainment, gaming and media, Lisa is a recognised leader in customer engagement and growth strategy, shaping how loyalty drives commercial performance and long-term competitive advantage.

Danny Bradley

Virgin Media O2 Senior Data Engagement & Execution Lead

Senior Data Engagement & Execution Lead with over 15 years of experience, operating at the intersection of data, AI, and business strategy.
My focus is on translating complex capabilities into tangible business value. I partner with senior stakeholders to shape requirements for AI and data products and drive their adoption at scale.
I act as a bridge between vendors, internal engineering, and end users, evaluating product capabilities, advocating for features that unlock meaningful outcomes, and influencing roadmaps.
Beyond delivery, I build and nurture data and AI communities through events, training, and enablement programmes to accelerate adoption and drive tangible outcomes.
My foundations are built on deep technical expertise in Tableau and Alteryx, strong stakeholder partnership, and data governance shaped by time spent within government entities. I bring cross-sector perspective to building data strategies and leading teams.
I’m passionate about enabling people and organisations to get more from their data and AI investments.

Linzi Hindle

DHL Supply Chain Customer Experience Director

Linzi Hindle is Customer Experience Director at DHL Supply Chain UK & Ireland, leading the strategy of customer experience across a business serving 300+ customers and 35,000 colleagues. She has led a business-wide transformation that established the UKI region as a global benchmark for customer experience, and under her leadership, customer loyalty almost tripled and customer experience became one of the organisation’s top strategic priorities.

Known for combining strategic vision with authentic leadership, Linzi has built a culture where customer insight drives action, innovation, and growth. This has contributed to industry recognition including multiple UK Customer Experience Awards, most recently Gold for Best CX Strategy and Best Measurement.

A regular conference speaker and industry judge, she is passionate about creating lasting competitive advantage through customer-centric leadership and an advocate for creating cultures where customer experience becomes everyone’s responsibility.

Jen Sharp

DHL Express Vice President Customer Service

Jen Sharp is Vice President of Customer Service at DHL Express. An experienced and passionate CX leader, she brings over 20 years of expertise delivering excellence in the transportation and logistics sector, where she leads DHL’s customer service strategy and transformation agenda.

Jen is known for her focus on driving meaningful change through people. She champions courageous leadership in times of transformation-believing that in periods of rapid change, leaders must step forward before they feel ready, as standing still often presents the greater risk.

Her approach combines innovation, collaboration, and a strong commitment to building agile, adaptive cultures where people are empowered, and change is embraced as the norm.

Andrew Gale

Financial Times Head of Subscription Management & Retention

Head of Subscription Management & Retention at the Financial Times, focused on maximising customer lifetime value for FT subscribers (Digital & Print).
I lead subscription strategy across re-contracting, cancellations and save journeys, subscription self-serve, service communications and ARPU-driving initiatives.

Charlotte Vlahavas

The Economist Global Head of Subscriber Retention & Engagement

Charlotte Vlahavas is Head of Retention Trading at The Economist, responsible for subscriber retention, customer lifecycle strategy and commercial performance across the subscription business.

Passionate about the role of AI in customer engagement, Charlotte is leading work to develop AI-powered decisioning and personalised retention experiences, helping shape how The Economist delivers more relevant customer interactions at scale. She also serves as the B2C AI Lead, supporting AI adoption across the organisation.

Carolyn Forbes

The Telegraph Head of Service Innovation

As Head of Service Innovation with over 16 years in the media industry, I specialise in leading technical optimisation programmes and driving operational improvements.

My expertise includes:
- Integrating AI technology into the contact centre and customer facing platforms, leading on design and adoption.
- Technical Integration & Change Management: Successfully implemented integrated telephony systems using Salesforce and Amazon Connect, enhancing customer interaction efficiency.
- Operational Optimisation: Led initiatives to streamline processes, resulting in improved service delivery and customer satisfaction.
- Team Leadership & Coaching: Fostered collaborative environments through coaching and development, aligning teams with strategic goals.
- Cross-Functional Collaboration: Drove change across training, quality, and service operations, ensuring cohesive execution of projects.

I am passionate about leveraging technology and data to optimise customer operations, while also working alongside the traditional methods of quality management, training and development of teams to lead change.

Teddy Tepavicharova

The Telegraph Head of Programmatic Sales

Teddy is an award-winning strategist and commercial leader in marketing and advertising, currently heading the Telegraph’s Programmatic Sales, while managing a growing global client portfolio. Her work has earned widespread recognition, including accolades such as Forbes 30 Under 30, Outstanding Transformation of the Year, BIMA100 and The Future 100 Club.

Aislinn Mallon

The Guardian Head of CRM

Aislinn Mallon is Head of CRM at The Guardian and a specialist in reader personalisation and subscriber engagement. She represents The Guardian as an expert speaker at industry events such as the Personalisation Summit and INMA subscriber retention master classes, sharing practical insights on using consumer data to improve landing page personalisation and retention strategies.

Simge Sertbas

JLR UK Customer Experience Design Lead

Strategic Customer Experience & Transformation Leader with 20 years of professional experience in leadership roles, driving enterprise-wide customer strategy, loyalty, engagement, and digital transformation across automotive, financial services, and retail sectors. Proven ability to define and deliver end-to-end customer experience strategies, combining deep expertise in CRM architecture, data governance, AI-enabled insights, and digital platforms with strong commercial acumen to drive retention, revenue growth, and long-term customer value. Experienced in leading cross-functional transformation programmes, influencing senior executives, and embedding customer-led operating models across complex, multi-brand organisations. Adept at partnering with Sales, Marketing, Digital, and Operations teams to deliver measurable business impact through insight-driven customer engagement and loyalty initiatives.

Jo Harris

Quilter Chief Customer Officer

Jo Harris is Chief Customer Officer at Quilter plc. She was appointed to this role from January 2026. Jo has extensive experience in wealth management, retail banking and private banking. As Chief Customer Officer, she is responsible for customer strategy and customer-focused initiatives at Quilter. She is a member of Quilter’s executive committee.

Nicola Shield

Bupa Global Head of Marketing Strategy, Planning and Communications

Nicki leads the Marketing Strategy, Planning and Communications Team at Bupa Global – the premium international health insurance arm of Bupa. She’s responsible for the strategic direction of Bupa Global’s marketing including brand, content, messaging, across all customer segments. With over 20 years marketing experience she has real expertise in creating customer-first strategies and campaigns that are bold, impactful, and data-driven.

Working at the intersection of creativity and strategy in a global and highly regulated industry, Nicki brings a unique perspective on how brands can cut through complexity to deliver meaningful, relevant communications.

Lucy Johnson

Bupa Customer Contact Enabling Lead

Lucy Johnson is Customer Service Enablement Lead at Bupa, with over 18 years experience in customer operations and people leadership. Leading the academy and coaching team in Bupa’s UK Insurance operations team, She is passionate about creating world-class colleague experiences to in turn deliver exceptional service for customers.

Natalie Rea

Clarity Environmental Chief Executive Officer

Natalie is CEO of Clarity Environmental, winner of the Engage Great Place to Work Award 2025 and Engage Best Employee Wellbeing Strategy 2025. Named in the FEBE growth 100 list 2 years in a row, an annual ranking highlighting the 100 fastest growing privately owned businesses in the UK, Clarity Environmental celebrates an enviable 99.6% customer retention, demonstrating how forward thinking and futuristic people and culture strategy,
directly transforms customer experience and financial performance.

Natalie is a Great British Entrepreneurial Award Winner, approaching her CEO role from an HR background and will share her case study,
detailing how Clarity’s unique people strategy developed a culture of “People with purpose, finding joy in the job, turning visions into victory.”

As a speaker, Natalie openly shares the core methodologies driving award-winning employee engagement of 97% of employees agreeing they would recommend Clarity as a place to work and how this engagement strategy achieved more than 58% profit growth in 2 years.

Will Abbott

Workspace Chief Customer Officer

Growth-focused marketing leader with a track record of helping organisations scale by uniting brand strategy, performance marketing, revenue optimisation, data & insight and customer experience.My experience spans FTSE-listed, PE-backed and high-growth businesses, with particular depth in SME-focused markets. Much of my work has been about applying the discipline and creativity of B2C marketing to more complex B2B environments – building brands that create preference, drive demand and long-term customer value. At Workspace, my role as Chief Customer Officer encompasses a broad growth agenda across brand, proposition, marketing, digital, CRM, partnerships and customer experience. My background includes brand repositioning, performance marketing, CRM and segmentation, digital transformation, customer experience, AI adoption, proposition development and cross-functional leadership. Across roles at Workspace, Hiscox, Neilson, Freesat, Sky and Complan, I’ve helped build stronger brands, improve conversion, grow customer bases and create more commercially accountable marketing teams.

Judy Boniface-Chang

Birdie Chief Customer Officer

I build the commercial engines that make mission-driven companies grow. But if there's one thing twenty years has taught me, it's that strategy doesn't fail on the spreadsheet. It fails in the gap between what leaders decide and what teams actually believe. Culture and trust aren't the soft edges of transformation; they're the whole game.

I've built and restructured teams across the US, EMEA and APAC, and every time, the technical part was the easy bit. The hard part was earning the trust to take people somewhere they couldn't yet see.

At Birdie I coined the vision "it takes a village", not as a tagline, but as a genuine organising principle for how we lead and build an impactful culture that puts the person receiving care at the centre, and connect everyone around them. Over the last four years I've led a transformation of our customer organisation, redesigning it into segmented functions and embedding AI early and deliberately. While that drove a sign improvement in gross margin, the result I'm proudest of is a team that stayed engaged through the change rather than bracing against it. You don't get one without the other.

I'm convinced the leaders who win the next few years won't be the ones with the best AI roadmap, but the ones who build enough trust for their people to actually use it well. If you're wrestling with how to lead change without losing the humans in it, I'd always welcome the conversation.

Claire Deekes

Cumberland Building Society Chief Customer Officer

Claire Deekes is Chief Customer Officer at Cumberland Building Society. She leads the customer function at the Cumberland in her role as CCO. Claire previously served as Head of Retail Distribution at Cumberland Building Society. Earlier in her career, she held senior roles at Virgin Money and HBOS.

Leigh Hopwood

CCMA CEO

As CEO of the Contact Centre Management Association (CCMA) since 2020, Leigh is drawing on her 20+ years’ experience in supporting the contact centre industry, holding leadership positions in a variety of membership organisations and as a professional marketer. Her mission is to support the development of the contact centre industry, give it a voice in society and to improve its overall reputation.

Leigh has been an awards judge since 2006, industry speaker and host of CareerTalk, and she sits on the Profession and Business Services Council in the Department of Business and Trade (DBT) on behalf of the contact centre industry. She is an Honorary Fellow of the Chartered Institute of Marketing and a Chartered Marketer.

Hady Kalaf

Bel Chief Capability Officer

I spent my life together with other people from my country, adapting to change, learning how to turn challenges to opportunities and choosing optimism as the only way forward.

Dealing with uncertainty, building resilience, searching for meaning and transforming myself have been my lifetime story and the catalyst of my growth journey.
These experiences didn’t just shape who I am; they shaped how I lead, coach, and empower others to thrive in complexity.

As an Executive Business Coach and transformation partner, I help leaders and teams become future ready. My approach is tailor made and focuses on challenging linear mindset, embracing creativity and reimagining what’s possible.

Jamie Thorpe

Ipsos Chief Experience Officer

Jamie is a CX, Research and Engagement professional with over 25 years industry experience and expertise. Having worked directly with clients for the duration of his career he prides himself on developing solutions with them to meet their needs and drive actionable intelligence into the business. Jamie recognises the growing need for brands to be connected with customers and the customers realisation of their own value. These elements, when blended with the technologically advanced world in which we now live and the fickle, impatient customer of today, make the customer agenda more important than ever. Customer segmentation, data, business intelligence and insight play a key part. Jamie is a member of several leading governing bodies and well networked both within the supplier and client communities - all of which enables him to provide guidance and support irrespective of sector and methodology.

Laura Godfrey

Ipsos Head of Client Service Team, CX

Laura is the Head of Client Service for CX at Ipsos UK. With over 20 years’ experience, she leads a team that delivers cutting-edge research programmes, insights, analytics and professional services to brands across all industry verticals. Passionate about making a difference, Laura is committed to helping clients build stronger, more profitable relationships with their customers, through best practice programme design and delivery.

Matthew Chatterton

Ipsos Director, B2B Customer Experience

I'm a specialist in business-to-business research working with clients across a range sectors, including business and professional services, industrial/manufacturing and membership organisations. I focus on customer experience programmes, including senior stakeholder engagement, key account / key client reviews, customer journey analysis and relationship tracking. I also have extensive experience of conducting opinion / thought leadership studies among business audiences, particularly covering issues of risk and governance.

Nick King

AutoTrader Insights Director

A consumer psychologist and expert in digital media and marketing, possessing the experience to analyse and interpret trends in consumer adoption of technology and develop strategies for customer acquisition and retention through digital and offline channels.

Nick joined Auto Trader in January 2007 running Business Intelligence and in 2010 built the retailer insight team running master classes and webinars. He also makes short films to evangelise about data and Insight and speaks regularly at conferences in Europe, Canada and North America.

Nick is also a visiting lecturer in consumer psychology at Anglia Ruskin University, Cambridge.

After graduating from Loughborough in 1986 , Nick spent years in advertising and planning at Dorlands and Lintas, was a guitarist with Great Northern Electrics, a publisher on HiFi magazines at Petersen/EMAP and a research Director at Media agency Carat/Difiniti responsible for a team of researchers advising a range of Blue-chip clients on the development of their marketing and communications strategies in the Digital arena.

Abhineet Kesarwani

Customer Value & Experience, Digital Regional Director

Abhineet Kesarwani is a CRM / CVM specialist with nearly two decades of experience leading customer engagement and personalisation strategies for some of the world’s most recognised telecom brands. In his current role, he oversees customer value and digital experience across global markets, driving revenue growth, loyalty, retention, and data-led personalisation.

With career experience spanning the US, UK, Europe, Middle East, Africa, and Asia, Abhineet blends a global perspective with deep regional insight. He has held both in-house leadership roles and consulting positions with major operators like Vodafone, Airtel, du, Maxis, and StarHub, as well as with IT and SaaS solution providers delivering MarTech and CRM platforms at scale.

Abhineet is passionate about helping businesses unlock customer lifetime value through data-driven decisioning, behavioural segmentation and meaningful omnichannel journeys.

Ben Truppin

Ford Credit Europe Group Product Manager

With experience across Ford Credit Europe, Lloyds Banking Group and Barclays – amongst others – I’ve typically sat at the intersection of product, transformation and technology teams and am consistently asked to walk into complex environments to generate straightforward experiences that customers can complete themselves.

Turning ambiguity into structure is a common thread, as is navigating the early part of making change happen. You might recognise this, it’s when organisations know they need to do things differently but are yet to settle on exactly what that might look like in practice.

With autonomy to get close to customers, understand their problems, and then to work with people who care about improving these experiences is where I do my best work.

Kate Philpot

Getty Images Vice President Global Sales Enablement

I am a Senior International Sales Enablement Leader, ICF Certified Coach and Independent Board Advisor working across highly regulated, fast-paced organisations to define strategies, challenge the status quo and deliver sustainable commercial and cultural change.

For the past decade, I have ascended through Getty Images in increasingly senior sales and service coaching, performance optimisation and training roles, currently as Vice President for Global Sales Enablement and ERG Co-Chair.

Alongside this, I am an Advisory Board Member for Black Women in Tech, helping them focus their short-, medium- and long-term strategic and tactical ambitions.

My earlier career includes founding and running a consultancy business specialising in commercial negotiation, sales skills, leadership and management training, working with major corporates. Prior to this, I was Director of Sales Capability at GlaxoSmithKline, having started at Mars and Shell.

Leveraging my substantial worldwide business development and training experience, including full life-cycle programme design and execution, and a passionate commitment to advancing DEI agendas, I drive talent acquisition and development and place diversity, equity and belonging at the core of commercial success and compliant ways of working.

With a reputation as an inclusive, pragmatic and motivational executive mentor, I support the design of digitally enabled processes and identify behaviours for customer-centric commercial success, while making a compelling case for greater professionalisation in sales.

As a thought leader and panel member, I present at major industry events and conferences including the Sales Enablement Collective Conference and Everywoman Summit.

In recent years, I have been shortlisted for the Novi Inspirational Leader Award and Computer Weekly’s ‘Most Influential Women in Tech’.

Sam George

Skyscanner Head of Global Marketing

I am a Growth Marketing leader with 12+ years of experience leading high-performing marketing teams for high-growth Tech/Travel/E-commerce companies. I thrive in fast-paced organizations and relish the challenge of building processes and marketing strategy to scale.

Currently working on a 12-month contract with Motorway where I lead the D2C CRM team responsible for lifecycle comms to 5 million+ customers who have listed their cars on Motorway.

Previously I was also with the Expedia Group leading multi-channel demand generation and CRM life cycle automations for Expedia TAAP, a travel booking platform used by over 1 million travel agents worldwide.

Lisa Beeching

ManyPets Head of People and Organisational Effectiveness

I’m a senior operations and business support leader with 17+ years’ experience transforming customer‑facing functions, strengthening regulatory assurance, and scaling high‑performing teams across insurance and BPO environments.

Currently Head of Business Support at ManyPets, I was hired to build a new pillar covering Transformational Change, QA, Complaints, Training, Resource Planning and MI—creating structure, insight, and operational consistency across the organisation.

Previously at First Central, I led Quality Assurance, Supplier Management, Operations, and Risk across multi‑site, outsourced and offshore teams. I delivered major advancements including speech analytics across 100% of interactions, a centralised QA hub, enhanced first‑line risk governance, and a supplier framework overseeing multimillion‑pound portfolios. Earlier, I scaled operations from 100 to 400 FTE and introduced multi‑channel capabilities, self‑service journeys, and new platform deliveries with IT and Finance.

I’m passionate about simplifying complexity, building strong teams, and using insight, technology, and governance to drive better customer outcomes and operational excellence.

Kieran Holdcroft

ManyPets Operations Director

Kieran is the Operations Director at ManyPets, a leading UK pet insurer, having joined them in 2024. He is passionate about creating a high performing environment that nurtures talent and allows people to grow and achieve their goals. Before joining ManyPets, Kieran built a diverse career across senior customer facing and operational roles within Operations, Banking, and Financial Services, working with organisations including Cushman & Wakefield and the Royal Bank of Scotland. His broad experience and commitment to continuous improvement underpin his focus on delivering exceptional customer and business outcomes.

Lisa Topliss

Ricoh Europe Director Strategy & Operations

I cut through noise and ambiguity.Strategy | Portfolio | Go-To-Market | Enterprise Enablement I specialise in making complex digital strategy executable and adoptable at scale - ensuring investment translates into measurable performance and customer value. I lead a portfolio that enables customers to operationalise change. Aligning product direction, go-to-market execution, and business priorities to drive sustained impact. Focus Areas:• Portfolio Strategy & Enterprise Go-To-Market • Strategy-to-Execution Leadership • Adoption at Scale • Turning Complexity into Clear, Commercial Outcomes.

Tammy Martin

Natwest Head of Connected Customer Experience, Retail

Commercial banking executive with 21+ years of international experience leading customer acquisition, offshore banking growth, and cross-border banking strategies across the UK, USA, Mexico, Argentina, and global markets.

Proven track record of leading global business, growth strategies, developing international banking propositions, and driving commercial transformation initiatives that delivered sustainable revenue growth, increased customer acquisition, and enhanced market positioning.

Specialised in international customer acquisition, commercial growth strategy, strategic partnerships, digital acquisition optimisation, and stakeholder leadership within complex global banking environments.

Rosie Franca

NatWest Commercial and Institutional Head of Customer Experience, Midlands & East of England

Rosie leads customer experience for Commercial Mid-Market, driving growth, simplification and collaboration.

Since joining NatWest Group in 2015, Rosie has held a range of roles across Business Banking, Entrepreneurship, Affluent Banking, and Corporate and Commercial Banking.

Before joining NatWest, Rosie spent 10 years in Australia, where she led teams across Retail, Small Business Banking, Commercial Banking, Real Estate Finance, Charities, and Not-for-Profit sectors.

Rosie holds an MBA from the University of York and a BSc (Hons) in Nutrition from the Federal University of the State of Rio de Janeiro, Brazil. She has also completed further qualifications in Senior Leadership and Fintech at Saïd Business School, University of Oxford, and Climate Change at the University of Edinburgh.

Rosie is a Fellow of Leadership Western Australia.

Ricardo Toral

HSBC Expat Head of International Customer Acquisition

Stefan Witteman

HSBC Client Experience Lead

I am a global customer experience leader with a strong record of delivering results in financial services, private banking, wealth management and online gaming. I currently work on a contract basis as CX Lead for HSBC Private Bank. In this role I am part of a small, agile team that delivers big impact by driving client experience improvements across journeys, digital channels and relationship-led services.

Over my career I managed CX and CRM teams across regions and worked with senior stakeholders to lift client satisfaction, increase retention and improve digital adoption. I achieve this by redesigning journeys, embedding voice of client programs and using data and insights to guide strategy. My work has also delivered cost efficiencies while keeping the client at the centre of decision-making.

I hold a Master’s in Marketing, a Six Sigma Green Belt and certifications as a CCXP and CXAD. My expertise covers CX strategy, journey mapping, digital transformation and CRM, with a strong focus on measurement, governance and experience design to embed sustainable customer improvements.

I am motivated by creating meaningful change for clients and organisations and remain focused on delivering tangible results in global banking and financial services.

Shanti Kaur Gray

HSBC Conversational Designer

I’m a Conversational Designer at HSBC, working at the intersection of language, experience design and AI to shape how customers get help across chat and voice. In practice, that means turning complex servicing needs into clear, intuitive conversations - so customers can resolve straightforward tasks quickly, and move seamlessly to a colleague when the situation needs empathy, judgement or specialist support.

My career started on the frontline in customer service and moved through social media before landing in conversation design. That mix gives me a grounded view of what customers actually do in the moments that matter: what they ask, what confuses them, and what builds confidence and trust.

I’m passionate about responsible AI in customer service - using automation where it genuinely reduces friction, designing with clear boundaries and quality controls, and always keeping the human experience (for customers and colleagues) at the centre.

Ange Johnson De Wet

Barclays Business Banking UK Customer Journey Delivery Director for Lending Technology

Ange is the Customer Journey Delivery Director for Lending Technology at Barclays Business Bank.
Prior to working at Barclays, Ange was a London based head of engineering at NatWest, a head of function at Lloyds Banking Group and a Programme Director at Deutsche Bank.
Within banking she’s worked in Business and Commercial Banking, Cloud Enabled Business Transformation, Operational Technology and Cloud Risk, Data and Analytics and Capital Markets Finance Risk and Regulatory Reporting.
Before working in banking, Ange worked in consulting as a senior manager with EY and a consultant with IBM. She worked across AsiaPacific and EMEA and focused on business and commercial banking and financial services. Ange worked as a developer, tester, designer, business analyst, programme analyst, project manager and programme manager. She has led business and technology strategies, programme reviews and complex technology enabled business transformations.
Ange has an honours degree in Mechanical Engineering (Mechatronics / Robotics) and Computer Science from the University of Melbourne, Australia.

Emma Greenwood

Lloyds Banking Group Head of Personal Banking Strategy & Conversational Banking

Energetic, creative and inspiring leader with a passion for driving improvements. Emma's extensive experience of shaping strategic propositions and delivering complex cross-functional change has been built via a diverse series of channel and commercial product management roles. With strengths in confidently setting big goals and motivating teams to deliver, Emma excels in roles where she can influence and drive business strategy.

Oliver Parsons

Lloyds Banking Group Head of Ecosystems, Customer Propositions

Oliver leads a proposition team at Lloyds Banking Group, building digital ecosystems that better serve customers by supporting them through contextually relevant customer journeys that help present the right solution at the right time, to help them better achieve their day to day needs. He is a digitally proficient leader with a passion for delivering insight driven business and customer outcomes, with expertise in delivering customer centric propositions; new products; marketing communications; and business improvement through multiple methodologies.

Nagendra Pandey

Nationwide Building Society Head of Customer Communications

With a career spanning Infrastructure, Cloud, Enterprise Platforms, and Communications, Nagendra Pandey has led technology initiatives across Economic Crime, Fraud, Risk, and Business Banking. Today, they are focused on harnessing the power of AI to transform business operations, enhance customer experiences, and drive strategic outcomes.

Emma Perkins

Experian Head of CX Strategy EMEA & APAC

With over 25 years of experience, Emma has spent her career championing the idea that Customer Experience (CX) is about more than surveys, scores, or dashboards. She believes that when done well, CX is a powerful driver of real business results, shaping culture, strengthening relationships, and delivering measurable impact. This belief has guided her work across a wide variety of roles and industries, consistently pushing CX beyond theory and into practical, value creating action.

Adam Powers

Experian Head of Customer Experience

I am a creative and strategic senior leader successfully operating in the world of cx design, brand and technology. I have built and led high-performing design teams on some of the world’s most iconic brands in both a client-side and agency-side capacity. I retain a passion for design in all of its guises.

Rather than fearing developments such as generative AI, I have an undiminished hunger to understand and shape how innovation can enhance design practice and what happens next. I believe holistic design thinking is a business imperative and that the convergence of UX and Service Design is a priority.

My own success has come from an ability to combine an empathetic but demanding leadership style with a track record of consistently delivering award-winning experiences that have generated both enormous human engagement and significant commercial return.

Fellow Royal Society of Arts
Global Design Standards Board Member at General Assembly
BIMA Awards Judge
Ranked in Top 50 of CX Professionals in 2021

Jessica Ham

National Grid Head of Customer Experience

Jessica Ham is an experienced Contact Centre leader, with experience leading digital change within a Customer Service environment as well as managing large operational teams through transformation. In 2023, she was awarded Highly Commended by the CCMA and also received the Gold Award from UKCCF for Head of Contact Centre. She has been a judge for the CCMA for both the UK and European Awards for the past 2 years.

Jordan Hornby-Turner

Outsource and Workforce Optimisation Manager Outsource and Workforce Optimisation Manager

Jordan Hornby-Turner is the Workforce Optimisation & Outsource Manager at Nespresso UK&I, with over a decade of experience across customer experience, workforce planning, operational leadership and business transformation. Having progressed from frontline customer service roles to leading workforce strategy and outsourcing partnerships, she brings a unique perspective on balancing efficiency, cost, employee engagement and customer outcomes. Jordan has led major operational improvement initiatives, technology implementations and contact centre transformation, while remaining passionate about developing people and creating high-performing teams.

James Vukashin

phs Group Head of Commercial Operations

James has over 20 years’ experience in customer roles, working across varies blue chip businesses as well as startups. This has included leading large contact centres, cross functional teams and delivering large change programmes for some well-known brands.

Currently the Head of Commercial Operations at phs Group, his focus is on improving the customer experience, increasing customer loyalty/reducing churn, ensuring the commercial teams are as efficient as possible, driving a new data strategy, ensuring the business is insight focused, the sales teams deliver and have the tools/systems to do the job and ensuring customer needs are met through a great service delivery, pricing model and product range.

Abdul Khaled

E.ON Next Director of Transformation

Abdul Khaled is an award-winning digital transformation, AI and customer experience leader with 15+ years of experience driving growth, innovation and large-scale business change. He currently leads Digital Transformation at E.ON, where he is spearheading a major digital transformation and introduction of a AI native operating model. Abdul also delivers AI leadership sessions at London School of Economics and Political Science. He has been recognised as one of Europe’s leading customer experience professionals, including being named in the Top 50 CX Leaders, Top 35 CX Professionals in Europe and the Inspire 100 UK list. As a speaker and industry commentator, Abdul is passionate about helping organisations harness technology, AI and customer-centricity to create sustainable competitive advantage.

Jo Hetherington

Head of Customer Experience

I am a target driven Customer Experience , Operations and Technology leader with over twenty years of senior leadership experience in Senior Director, VP and Head of CX and Operational strategic roles - driving large-scale transformation, digitalisation, and customer-centric growth for global organisations.

My work has been recognised industry-wide, serving as Chair of Judges at both UK and International Customer Experience Awards, contributing to senior CX and Service forums, and being featured in multiple industry leadership listings. Alongside my CX career, I am committed to creating inclusive workplaces.

I’m driven by the belief that exceptional customer experience is a strategic growth engine and I’m passionate about leading teams that make this real.

Naomi Sweeting

Places for People Director of Customer Research & Insight

Naomi Sweeting is an award-winning transformation leader specialising in strategy, service design and customer-led organisational change. With more than 25 years’ experience across housing, financial services B2B and B2C, she helps organisations translate customer insight, behavioural science and regulatory requirements into effective operating models, services and measurable outcomes. Naomi is recognised for her expertise in systems thinking, psychographic segmentation and inclusive service design, bringing together customer voice, performance, governance and delivery to create sustainable transformation and improved customer experiences.

Abs Owdud

Pharmacy2U Ltd Head of Customer Insight

Hi, I’m Abs — a human-centred insight leader who’s spent the last 15+ years turning chaotic data environments into places where people can actually breathe. I build insight functions, semantic layers, KPI frameworks and teams… but I promise I’m more fun at parties than that sentence suggests. I’ve been lucky enough to go through advertising, agency life, software, healthcare and social care — basically a career buffet that taught me how to make sense of complicated situations. When you’ve worked everywhere from creative studios to clinical workflows, creating clarity feels a lot like threading a needle… on a rollercoaster… during a fire drill. Weirdly, that’s where I do my best work. I love insight, but I love people even more. Data doesn’t change organisations — humans do. I do believe deeply in communication. A good analogy, delivered at the right moment, can land a message better than 20 dashboards and a 40-slide deck. If I can explain a metric using cooking, football, or a malfunctioning IKEA wardrobe, trust me, I will.

Simone Woodrow

HM Revenue & Customs Head of Equalities and Extra Support for Customers and Customer Experience Strategic Lead

Simone leads Equalities and Extra Support for Customers within HMRC, driving work that helps colleagues across HMRC embed fairness, accessibility and support into the customer experience. She plays a key role in helping HMRC meet its Public Sector Equality Duties, while shaping the strategic direction for customer experience across the enterprise. As Customer Experience Strategic Lead, Simone is helping to establish the Chief Customer Officer function and build the foundations for an enterprise-wide customer experience capability that supports HMRC’s Strategic Objectives, particularly to improve day-to-day performance and customer experience.

Meera Nayyar

UK Civil Service Head Of Passenger Experience

‘Well done is better than well said’

Dynamic and engaging senior leader with a solid record of delivering transformational change. Passionate about the arts and culture and using soft influence in transformation.

Resume
• Leadership – experienced leader of high-performance teams within government and industry.
• Evidence driven – proven track record of delivering new concepts at pace to create real change.
• Strategically adept – progressive strategic thinker in novel and complex environments.
• Communication – engaging influencer at the highest levels, from CEOs to Government Ministers.
• Programme delivery – delivery of transformational change programmes to drive real world results.
• Stakeholder management – strong partnership skills and excellent relationship manager.

Bogdan Grigorescu

Direct Line Group Sr Technical Lead

Technologist with extensive experience across industries.

Bogdan has a track record for achieving superior customer experiences and delivering significant cost efficiencies by leveraging AI technologies worldwide.

Bogdan is also a speaker at global conferences on AI, data privacy, counter-intelligence and security.

Background in electronics and telecommunication engineering. https://www.linkedin.com/in/bogdan-g/

Fleur van der Ende

Allianz UK Head of Propositions & Customer Experience

Fleur van der Ende is Head of Propositions & Customer Experience at Allianz UK. She leads the development of customer propositions and the overall customer experience strategy, ensuring products and services are designed around customer needs. Previously, Fleur held senior roles in customer experience within Allianz UK, giving her a deep understanding of end‑to‑end journeys across the business. Her work focuses on creating customer‑centric initiatives that strengthen relationships and deliver measurable value for clients and the organisation.

Gabriel Ross

Homeprotect Home Insurance Head of Customer Strategy

Gabriel Ross is Head of Customer Strategy at Homeprotect Home Insurance, where he has been driving customer-focused initiatives since September 2020. With expertise in scaling deal flow and commercial strategy, he specialises in customer acquisition, PR, content creation, and brand development. His career spans multiple high-growth ventures, including roles as Growth Lead at Muse App and Co-Founder of Nettle. Prior to his current position, Gabriel held strategic marketing and commercial roles at Growth Street, where he developed scalable customer acquisition strategies and led commercial operations. He began his career with experience at J.P. Morgan and holds a Bachelor's Degree in Economics from the University of St Andrews.

Ingrid van Ruiswijk

Thrivin Head of Customer Support

I've spent more than 25 years working in customer service and customer experience, leading teams across industries including sports, e-commerce, logistics, and retail.
What I enjoy most is helping organizations create better experiences for their customers while building engaged and successful teams.
I work to improve customer journeys, drive operational excellence, and explore how innovation and technology can strengthen customer relationships.
I'm passionate about people, leadership, and creating experiences that customers genuinely remember.

Erdo Dwiputra Rakasiwi

Philip Morris International Head of Global CRM Product Group

Most FMCG brands are still marketing to segments. I'm building the infrastructure to market to people 1:1. I'm currently the Head of CRM Product Group at Philip Morris International (PMI), leading a team of 40 across the globe AI decisioning, marketing automation, consumer data enrichment, and campaign enablement for PMI's global smoke-free portfolio. The work I'm most proud of recently is an AI-powered Next Best Action engine that autonomously identifies where each consumer sits in their lifecycle and acts on it no manual rules, no static segments. The result was a 2× improvement in consumer Conversion Rate across Convert, Bond, and Advocate lifecycle stages. The "group photo to selfie" shift from segment-level to individual-level is what I believe separates the next generation of FMCG CRM from everything that came before it. I've spent 10+ years at the intersection of CRM strategy, AI personalisation, and digital product, working with Salesforce Marketing Cloud, Treasure Data, and AWS to build systems that actually scale. I write here about AI-powered CX, CRM strategy, and what it really takes to deploy personalisation at scale inside a global FMCG company the wins, the organisational messiness, and the lessons. Based in London. Building toward something bigger.

Harry Blamire

The Royal College of Surgeons of England Director of Customer Experience

Harry Blamire helps organisations stop talking about customer experience and start delivering it. A CX and transformation leader, he has built teams, led large-scale change programmes, and helped organisations turn fragmented customer journeys into measurable business results.

Part strategist, part operator, and full-time champion of people-centred design, Harry is known for bringing energy, clarity, and a healthy dose of pragmatism to complex challenges.

His guiding philosophy? Be curious, be kind, get things done.

Joss Murdoch

Energy Saving Trust Customer Experience Specialist

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

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

Helen Luty

Landmark Information Group Head of Customer Experience

Helen has over 20 years of Customer Service Leadership experience across a variety of B2B and B2C businesses. As Head of Customer Experience for Landmark Information Group, Helen covers service, support and success across a variety of Landmark brands, building and improving processes to ensure Landmark are easy to do business with, that focus on positive outcomes, that seek and learn from feedback and that look to the ever-evolving needs of customers.
Helen’s passion for making a difference, cascades throughout the CX Teams and has resulted in high engagement scores and as we all know…engaged and happy teams mean engaged and happy customers.
Helen has been named in the CXM Stars Top 25 Professionals 2024 and 2025, Was awarded CX Professional of the Year at the UKCXA23, Customer Service Professional at the UK Customer Satisfaction Awards 2023 and her team won Best B2B Customer Experience at UKCXA24 and Best Use of Customer Insight at the Engage Awards 2024.

Prashant Parekh

Movianto UK Head of Customer Care

At Huntingdonshire District Council, strategic innovation and a focus on customer excellence define our team's approach. The recent shift in Trustpilot ratings from 3.6 to 4.9 during my tenure at CitySprint is a testament to our dedication to service quality and customer satisfaction. The use of SEO, PPC, and affiliate marketing strategies has been instrumental in driving lead generation and enhancing conversion rates, setting a new standard in the logistics industry.

I have also led Customer service and transformation in large organisations like TUI (a FTSE 100 company), UK’s largest automaker Nissan Motors, Brita UK, CitySprint (DPD Group), NHS and Transport for London.

Bonnie Muzam

Flogas Britain Head of Customer Experience

Bonnie Muzam is Head of Customer Experience at Flogas Britain and a passionate advocate for customer-centric transformation. With more than 10 years’ experience leading customer service, customer success and CX functions, she specialises in connecting customer insight, operational performance and culture change to drive better outcomes.

Bonnie currently leads Flogas Britain’s customer experience strategy and transformation programme, focused on simplifying customer journeys, reducing effort, improving service performance and embedding a culture where everyone takes ownership for delivering great customer experiences. Her work spans customer insight, service transformation, employee engagement and organisational culture, helping teams turn customer feedback into meaningful action.

A recognised CX leader, Bonnie is passionate about building customer-focused organisations that deliver lasting value for customers, colleagues and businesses alike.

Doug Spencer

Anglian Water Services Smart Metering Lead

Doug is Smart Metering Lead for Anglian Water where he has worked for over 35 years, primarily on water distribution; quality, leakage and water use monitoring and analysis. Over the last 9 years he has led the programme to take Anglian from proof of concept to company-wide rollout of AMI. He is co-programme lead on UKWIR BQ02 zero leakage and chairs the Croydon group and OFWAT’s ‘use the data group’, he is also a former member and chair of the CIWEM Scientific Group Committee.

Chloe Hathaway

TradeKart Head of Merchants

A customer centric, forward thinking individual, passionate about bettering customer experience through the use of technology. Currently working to drive successful partnerships in tech start up TradeKart who’s looking to disrupt the industry with their rapid delivery app for tradespeople.

Natalie Fuller

Zempler Bank Head of Customer Experience

Natalie Fuller is Head of Customer Experience at Zempler Bank, where she leads efforts to make banking simpler and work better for customers. With over 15 years’ experience across financial services and consumer brands, she focuses on turning customer insight into practical, organisation‑wide change.

Natalie has spent the last 8 years at Zempler Bank, playing a key role in its journey from fintech challenger to established digital bank, with a clear focus on supporting UK small businesses.

Her work spans improving everyday journeys, reducing avoidable friction and helping teams deliver better outcomes for customers – while balancing commercial goals and regulatory expectations.

She’s particularly passionate about making CX transformation real and sustainable, sharing honest lessons on what works (and what doesn’t) when driving change across people, process and technology.

Sabina Onwuka

London Borough of Barking and Dagenham Head of Customer Services

Sabina Onwuka is an award winner in Customer Experience and Innovation. She is also a champion of Customer & Colleague Experience. A passionate & knowledgeable Public Speaker she engages and inspires audiences with a dynamic approach tailored to their specific needs. A Coach, a Mentor and Leader with a genuine desire to support young leaders to be a better version of themselves for tomorrow's world. Sabina teaches how to foster team spirit, resilience, team motivation and confidence. She demonstrates how to create a safe place for people to express their concerns in any workplace situation, which is more important than ever. Sabina sits on the Standard Advisory Board of the Contact Centre Management Association, is a Chair of governors at her local primary school and Heads the Customer Services department at The London Borough of Barking & Dagenham.

Dan O'Sullivan

London Borough of Hackney Head of Service

I create environments where people, communities, businesses and organisations can thrive through public value, equitable opportunity, system reform and sustainable economic growth.Over the last 25 years I have led organisational transformation across both the private and public sectors, helping organisations improve performance, strengthen communities and create lasting opportunities for people.

Today I lead a major commercial and regulatory portfolio within the London Borough of Hackney, providing strategic leadership across economic development, business regulation, entrepreneurship and organisational reform.Over the last eight years I have transformed a £1.2 million annual deficit into a financially sustainable service generating more than £4 million annual income, contributing over £25 million annually to the local economy and supporting 311 residents into business ownership. More importantly, I have worked with residents, businesses, elected Members and partners to improve places, expand opportunity and strengthen communities.

My leadership is built around working with and through others. I have supported more than 30 promotions, developed future leaders, built award-winning teams and created partnerships across local government, central government, City Hall, businesses and communities to deliver lasting change.Beyond Hackney, I support policy development, organisational improvement and system reform through engagement with HM Treasury, the Greater London Authority, national boards and more than 60 local authorities. I co-created OpenMarkets.London, bringing together all 33 London boroughs around a shared reform agenda to improve economic participation, business support and future approaches to licensing reform.

My leadership philosophy is built around three principles.Candour. Early truth beats late surprise. Honest conversations, clear expectations and timely challenge create stronger organisations.Connection. Stay close to people. Understand why we are here and never lose sight of the people and communities we serve.Collaboration. The most complex challenges are solved by bringing together people, organisations and systems around shared outcomes.

Leigh-Anne Gray

Vanquis Senior Specialist Complaints Manager

Currently a Senior Specialist Complaints Manager at Vanquis Bank, Leigh-Anne has built and led high-performing complaints teams, developed industry leading operating models, and regularly shares her experience at CX focused events, and industry forums. She is passionate about creating fair customer outcomes, embedding a "right first time" culture, and sharing practical insights that help organisations turn complaints into opportunities for positive change.

Luke Squires

Forge Holiday Group Group Director of Operations

Luke is a senior leader with extensive experience across Retail, Customer Experience, Operations and HR, known for building high-performing teams and delivering meaningful results. He combines strategic thinking with a relentless focus on execution, using technology and innovation to enhance customer experience and drive efficiency.

Passionate about people, Luke is a strong advocate for neurodiversity, seeing it as a catalyst for creativity, problem-solving and performance. As a parent to three neurodiverse children, he brings both personal insight and professional commitment to creating environments where different minds thrive.

Isobel Parker

Close Brothers Customer Experience Lead

Isobel Parker is a Customer Experience Lead at Close Brothers Savings with over six years’ experience in customer experience and compliance roles. She has held positions including Customer Experience Specialist, Savings Compliance Analyst and Compliance Graduate at Close Brothers in London. Isobel holds a Bachelor’s degree in Chemistry from Durham University (2016–2019). Her background combines hands-on customer experience leadership with a solid grounding in regulatory compliance across savings products.

Colin Goodbody

Bromford Flagship Head of Customer Operations

Colin is a strategic customer and operational transformation leader with over 20 years' experience delivering large scale change across housing, retail, utilities and infrastructure. He specialises in customer experience, AI enabled transformation, operational excellence and commercial leadership, helping organisations simplify complexity, identify & remove friction, improve performance and deliver better outcomes for customers and colleagues alike. Alongside his executive career, Colin is a Trustee for the Autism East Midlands, reflecting his passion for inclusion, accessibility and creating services that work for everyone.

Tansy Cox

Serco Global Cyber Delivery Lead

Tansy Cox is a Digital Transformation Coordinator and delivery leader with experience spanning cyber security, AI, enterprise technology, change management and customer engagement.

Throughout her career, Tansy has specialised in helping organisations navigate complex transformation by bringing structure to ambiguity, aligning stakeholders around shared outcomes, and translating strategy into meaningful action.

Alongside her work in digital transformation, Tansy is Co-Chair of Serco's multicultural inclusion network, Embrace, where she has helped grow engagement, build community participation and create sustainable governance models that empower others to lead.

Her work sits at the intersection of people, process and technology, with a particular interest in how trust, communication and behavioural signals influence engagement, adoption and long-term loyalty.

Tansy is passionate about creating environments where people choose to participate, contribute and stay engaged, whether as customers, employees, stakeholders or community members.

Richard Murray

Cambridge University Press & Assessment Global Director of Customer Service

Richard Murray is the Global Director of Customer Service at Cambridge University Press & Assessment, where he leads customer service strategy and transformation across a global education organisation serving learners, educators, institutions and partners worldwide.

Vanessa Milan

Cambridge University Press & Assessment Head of Voice of the Customer, Global Operations

Passionate about Voice of the Customer and a natural customer advocate, I specialise in engaging internal stakeholders and turning customer insight into strategic improvements that enhance the customer experience across the organisation.

A self-starter with a multidisciplinary approach, I lead the development and execution of the Voice of the Customer programme, strategy, and governance across departments at Cambridge University Press & Assessment.

Busola Akinsola

The Open University Head Of Capacity, Resource and Operational Planning

Busola Akinsola is Head of Capacity, Resource and Operational Planning at The Open University in Milton Keynes, England. In this role, she leads capacity, resource and operational planning activities for the institution.

Naba Elsaid

Durham university Reader of Clinical pharmaceutics

Dr Elsaid specialises in enabling executive leaders to transform predictive analytics into an organisation-wide strategic capability. Her expertise focuses on critically evaluating AI-generated insights, scaling data-driven decision-making across complex organisations, and embedding predictive intelligence into executive strategy. She advises on AI-predictive insights and robust governance to drive customer outcomes, organisational performance, and sustain a long-term competitive advantage.

Carly Gibbs

Olympia Events General Manager - International Convention Centre

Carly Gibbs is General Manager of the International Convention Centre (ICC) at Olympia Events, where she is leading the operational mobilisation and premium customer experience strategy for London’s newest convention centre. Since joining as Head of Customer Experience and stepping into her expanded role in January 2026, Carly has combined over 20 years of event leadership expertise with a people-first approach to delivering innovative, seamless and world-class event experiences.

Atossa Vaziri

Director, Product Marketing

Atossa Vaziri is Product Marketing Director at Checkout.com, with 18+ years building go-to-market and customer advocacy teams across AdTech, FinTech, and enterprise AI at companies including Google, Dataiku, Spendesk, and Perk. At Perk, she built the customer advocacy team from scratch, growing G2 reviews from 10 to 476 and reaching 97% customer satisfaction and launching the Customer Advisory Board. She's spent her career turning customer voice into a strategic growth lever.

Melanie Fischer

Xero Director, Customer Experience - UK & EMEA

Results-oriented Director with 20+ years' experience in service excellence and continuous improvement. Expert in defining service excellence strategies that remove customer friction through AI-tooling, automation, and self-solve solutions. Motivational leader of 300+ staff, skilled in aligning global operations with business OKRs and leading Lean/Six Sigma re-engineering initiatives.

Areas of expertise include:
- AI & Technology Strategy: Defines and implements strategies to replace legacy tooling with AI-Assistance interwoven with human assistance.
- Process Innovation: Uses Lean/Six Sigma to simplify workflows and improve resolution speed
- Global Operations Leadership: Leads global teams including outsourced vendor BPO and in-house resolution and escalation teams
- Stakeholder Influence: Experienced C-level advisor and member of UK Leadership teams directly reporting to C-suite
- Quality Assurance and CSAT: Oversees CSAT and AI and Human-agent QA frameworks to drive Customer-Sentiment.

Steve Herbert

TLT LLP Director of Customer Strategy

I specialise in building, scaling and transforming customer service, technical support, operations and CX functions. With a track record spanning multiple industries and both domestic and commercial markets, I have recently built award winning teams for social impact businesses including Nominet, a force for good in the UK digital economy and Ecotricity, Britain's greenest energy provider.

I have a reputation for developing high performing teams and driving successful operational, digital and organisational design changes. A committed customer brand ambassador with an in-depth knowledge of customer service excellence and a passion for automation, technology and continuous service improvement. Passions include Technology, Mentorship, Music, Social Impact, Sustainability, Sport & Wellbeing and spending time with family. I also invest in opportunities with that align with these interests.

Over the past few months, I’ve been actively involved in various short-term contract and community projects that allowed me to continue contributing to customer experience transformation while giving back to local organisations. These projects have reinforced my passion for leveraging technology and strategy to create seamless and personalized customer experiences. Now, I’m ready to bring these fresh insights and a renewed focus to a senior CX role where I can drive significant business outcomes.

David Trevithick

LCP Delta Head of Customer Insight

David leads Customer Insight across LCP Delta’s residential research portfolio (clean energy technology and smart energy topics). His role involves developing research programmes that inform must-have residential customer propositions. As the energy transition progresses from strategy to implementation, understanding the evolving role, needs and perceptions of energy customers is crucial. This insight is vital for shaping client strategy, proposition development, marketing, and customer experience. With over 30 years of consumer insight experience, including more than a decade in the energy sector, he is committed to providing valuable strategic and customer engagement insight for his clients.

Veatriki Tzannatos

Colgate-Palmolive European Division Consumer Affairs Senior Manager

With many years of experience in consumer care, I’ve dedicated my career to understanding what drives consumer behaviour and building strategies that elevate brand experiences. Whether it's transforming insights into action, enhancing service operations, or leading high-performing teams, I bring a people-first mindset to everything I do. I believe that exceptional consumer care isn’t just about resolving issues, it’s about building trust, loyalty, and advocacy.I’m passionate about shaping the future of consumer engagement through innovation, empathy, and operational excellence.And I believe the future of consumer engagement lies in the synergy between empathy and intelligence somewhere between the warmth of a human voice and the precision of AI.

Malory Beaham-Powell

WeWork Senior Manager, SaaS Customer Success

Malory Beaham-Powell is a Senior Manager of Digital Products & Partnerships at WeWork where he leads the International Customer Success team for the company's digital products and drives global partnerships. With over a decade of experience, Malory is passionate about building strategic partnerships and helping organizations optimize their hybrid work strategies through tech driven solutions.

Cher Lowies

Interactive Investor Customer Insights Manager

Cher’s the Customer Insights Manager at Interactive Investor, where she helps teams better understand their customers and turn insight into action.

Blending behavioural science with customer insight, Cher is naturally curious about why customers behave the way they do and enjoys helping organisations challenge long-held assumptions with real evidence. She believes the best research doesn't just answer questions, it changes the way people think.

Her work focuses on uncovering what really matters to customers, translating complex research into practical recommendations, and helping organisations make confident, evidence-based decisions.

Steve Morrell

ContactBabel Managing Director

Steve Morrell is the Managing Director of ContactBabel, the research and analysis firm established in 2001 to serve the UK contact centre industry. He has authored hundreds of research reports over more than two
decades, and his analysis has been featured across the BBC, ITV, Sky, the Guardian, Forbes and the Financial Times. He has also advised the UK government on the impact of offshoring on the UK economy.

Lloyd Buxton

Omilia Regional Sales Director, Europe

Lloyd Buxton is Regional Sales Director, Europe at Omilia, where he partners with large enterprises to improve customer experience through Agentic CX. With more than two decades in CX, spanning data, customer engagement platforms and contact centre technology, Lloyd focuses on practical AI adoption that delivers real operational impact, better customer outcomes and clear ROI, not just innovation for innovation’s sake.

Raoul Monks

Flume Founder and CEO

Raoul’s career has been defined by one question: why do good salespeople lose deals they should win? The answer is rarely price, product or brand. It is buyer confidence. At Flume, he has built this insight into a continuous sales performance system that helps revenue teams sell like their best people on every deal, with AI coaching in the flow of the work. He is a self-confessed geek about three things: how buyers make decisions; how behaviour really changes; and how to embed agentic AI into the workflow so good habits scale, not bad ones.

Charles Studt

delight.ai CMO

Charles Studt is the Chief Marketing Officer of Delight.ai, the AI-powered customer concierge platform that helps global enterprises deliver predictive, proactive and personalized customer experiences across every channel. With more than 20 years of experience scaling high-growth technology companies and building category-defining brands, he leads Delight.ai’s global marketing strategy at a pivotal moment in the evolution of agentic AI and customer engagement. As CMO, Studt is responsible for strengthening Delight.ai’s position as a leader in agentic AI-powered customer experience, bringing the company’s AI innovations to new markets and showcasing the measurable business impact of AI-driven customer engagement. Before joining Delight.ai, Studt held executive marketing roles at Qualtrics, where he led growth for their Customer Experience platform, cementing it as the leading CX solution for global brands. He has also held marketing leadership roles at IntelePeer, QuanticMind and Redbooth.

James Readhead

Peopleware Global Head of Services

James Redhead is a customer success and professional services leader with over 20 years' experience delivering enterprise WFM, HR, and cloud technology solutions globally. Prior to Peopleware, James was Practice Director for EMEA and APAC at UKG (formerly Kronos), leading the regional Professional Services organisation. He built an offshore delivery model that let local consulting teams focus on customer engagement and solution design, improving consultant occupancy while maintaining delivery quality. As Practice Manager for the PMO, he oversaw project governance across strategic programmes and acted as executive sponsor on complex, multi-country implementations. At Peopleware, James leads Consulting, Customer Success, Support, and Learning, with end-to-end responsibility for the customer journey from implementation through long-term adoption. His focus is aligning professional services, customer success, and support around measurable business outcomes, tracked through customer satisfaction and retention.

Neil Titcomb

Capacity SVP of EMEA Sales

Neil is a seasoned sales leader with 25 years experience in the customer contact industry. His current role is SVP Sales for EMEA at Capacity which he uses to evangelise about the power of AI technologies in the contact centre.

Mark Clydesdale

Tap CXM Head of Strategic Consulting

Mark is Head of Strategic Consulting at Tap CXM, helping brands unlock the value from their investments in technology and AI, and accelerate growth through strategy, measurement and new ways of working.

Tom Miller

Invoca Senior Director, Customer Success

Tom Miller is the Senior Director of Customer Success at Invoca, helping brands optimise how they acquire and engage customers. With over 15 years of SaaS leadership experience, he works with organisations to bridge digital and offline experiences - unlocking insights from customer conversations to enhance business performance, elevate customer experience, and deliver measurable, revenue-driving impact across every stage of the customer journey.

Alexander Toft

Moonpig General Manager International

Alex is GM International at Moonpig and part of the Group’s Executive Leadership Team. Alex has extensive experience launching and growing international markets and revenue streams, having previously held roles such as Head of International Expansion at LEGO. Before that, Alex worked in corporate finance and strategy consulting at EY. He holds an MBA from INSEAD and B.A. in Economics from Trinity College Dublin.

Nicki Young

RS Group Chief Customer Officer

Nicki Young is the Chief Customer Experience Officer at RS Group, a FTSE-listed company, where he has played a pivotal role in driving digital transformation and customer-centric growth. Over his 10-year tenure, Nicki has held a variety of leadership roles across Digital, Marketing, and Technology, as well as serving as President of Okdo, RS Group’s IoT-focused subsidiary.

Under his leadership, RS Group has seen digital revenues grow from £700 million to over £1.8 billion—now accounting for 60% of the company’s total revenue.

As President of Okdo, Nicki helped scale the business to ~£100m with double digit operating profit within three years and secured strategic partnerships with major technology brands, including Nvidia, one of the largest AI company world. Prior to joining RS Group, Nicki was instrumental in launching BT Sport and revitalising BT’s handset strategy.

Stijn Bannier

adidas Global Digital Product Director (.COM/app/consumer services)

Stijn Bannier is a product leader with a proven track record of driving transformative change and engaging customers.

As the Global Product Director at adidas, Stijn leverages extensive experience, among others from Air France-KLM and the University of Brussels, to lead high-performing teams and deliver innovative solutions.

Outside of work, Stijn is also keyboard player in the punk rock band Sparrow Falls and the stoner band 22AD, with which he has toured through Europe.

Richard Pash

Zurich Chief Customer Officer

Richard Pash joined Zurich in July 2016 as Director of UK Life Marketing. He became UK Marketing Director in 2017 and UK Chief Customer Officer in 2020. Richard leads the UK and EMEA Customer Office, delivering Brand Marketing, Digital Marketing, Customer Insight and Experience, Customer Communication, and Events. He is responsible for marketing and customer activity for each of our business divisions and across the broader UK business. He is a member of the Global Customer Office Leadership Team and a Vice President of the Institute of Customer Service.

Richard has a wealth of experience, as Director of Marketing and Customer within market leading financial services, telecoms and ‘fast-moving consumer goods’ industries. Richard has achieved significant results through a strong focus on consumer needs and leading strategic initiatives. He has broad experience in managing business units in companies such as Virgin, Vodafone and Mars.

Richard lives near Marlborough and studied at the University of Oxford where he achieved an MA in Chemistry.

Kevin Murphy

Natwest Rooster Money – Youth and Families Chief Operating Officer

Kevin Murphy now leads the NatWest RoosterMoney (NWRM) Chief operating Office, with the specific remit of translating the company vision into execution. This includes leading the Data, Risk, Programme Management and People functions within the organisation. NatWest Rooster Money is a kids' prepaid debit card and pocket money app which helps our youth and family customers build financial capability and manage their money better.

Kevin has also worked in Procurement for over 25 years spanning across many industries, such as

Electronics, Bio Tech, Engineering, NHS, Computing and Finance. He is passionate about ensuring NatWest play their role in supporting the UK in building financial confidence within our families and communities.

Ellie Bateman

Centrica Chief of Staff, CCO

An experienced leader with over 17 years leading customer service, customer experience and now Chief of Staff to the Chief Customer Officer in Centrica.

A mother of two, a dreamer, a coach, a mentor and passionate about how humans work and helping people achieve their dreams, whatever they may be!

Claudia Nicholls-Magielson

Simplyhealth Chief Customer Officer

I'm a board level strategic commercial leader with significant experience in fintech, retail, publishing and FMCG. I have delivered breakthrough results at local, regional and global level, based in the Netherlands -where I'm from-, Switzerland and the UK. I have a passion for purpose brands and people. My pet-hate is gobbledygook.

I have led and managed large budgets and multifunctional teams with full P&L ownership. My history includes digital transformation, new business development, B2B and B2C, launching on-line only businesses, and running e-commerce.

I enjoyed the first 10 years of my career with Procter & Gamble in roles of increasing complexity and responsibility, prior to joining Yum! brands. I I joined consumer association Which? in '13 to help innovate the brand into professional advice and became Sales and Marketing Director in '15, leading a team of 145 people across the sales, marketing and customer service teams. I then spent a couple of years as freelance strategic growth consultant helping a variety of amazing businesses grow (again), inc. bwin, Weight Watchers, OCS and Yamaha. A move into FinTech as Commercial Director Money for Moneysupermarket Group led me to make the transition into the dynamic world of Open Banking start-ups. I'm now Chief Revenue Officer at Snoop, 'helping everyone to be better off'.

Suresh Balaji

Lloyds Banking Group Chief Marketing Officer

Suresh‘s role covers creating and delivering brand and marketing strategies, driving customer lifecycle management though consumer data & analytics and designing customer experiences to drive growth.
Previously he was Global Head of Marketing & Communications for Standard Chartered Bank based in Hong Kong. Prior to this, Suresh worked for HSBC, WPP and GSK, where he held various leadership roles in strategy, sales, products, media and advertising across the UK, Middle East, India and Asia Pacific.

Mike England

Flowtech Group CEO

Mike is CEO at Flowtech Fluid Power Plc, the market leading Fluid Power solutions provider and is leading an exciting transformation of the company . He spent eight years with FTSE100 RS Group plc, where he held key leadership roles including Group Chief Operating Officer, overseeing P&L across the Americas, EMEA, and APAC. Prior to that, he served as President of EMEA and, earlier, as Managing Director, successfully leading the turnaround of operations in the UK and Northern Europe. Before RS Group, Mike spent nine years at FTSE250 Brammer plc (now Rubix), where he was Key Account and Sales Director, following nine years at Rexel in a variety of commercial and operational leadership roles. Mike holds a Master's Degree in Engineering and brings over 25 years of commercial and operational leadership experience in industrial product distribution and services. Mike is passionate about creating a purpose led, high performance culture. Highly customer centric in approach and an advocate for diversity and inclusion. Committed to inspiring the next generation of engineers and giving back to the community.

Martin Villanueva

IKEA Global Customer Engagement Lead

Martin is a digital innovation leader with 20+ years of global experience driving customer engagement and loyalty for brands like McDonald’s, Nike, Adidas, and IKEA. Passionate about personalisation and emotional loyalty, he brings strategy and creativity together to build meaningful brand connections.

John Anderson

NBCUniversal Director of Retention

John Anderson is a dynamic and visionary leader with over 17 years of expertise in membership, CRM, lifecycle, retention, and subscription marketing. He has driven transformative growth for global brands including NBCUniversal, Amazon, DAZN, and McLaren, pioneering data-driven strategies that maximise engagement, retention, and revenue.

Anna Cook

Sky Managing Director - Customer Service

A passionate customer champion and people leader, focused on transforming customer experiences using data, technology and brilliant people, driving value for Sky. Responsible for a large, complex customer service organisation, with teams that span in-home engineers, contact centres, CX experts and agile tech teams, Anna has been modernising customer experience across channels and spearheading the adoption of Gen AI to make things easier for everyone

Key achievements over the past few years have been:

•Delivering best-in-industry customer service with the lowest Ofcom complaints per customer

•Growing new digital services and channels that help customers 24/7 - from live chat to automated services checker

•Designing & executing partnership with Openreach to install FTTP in customers’ homes with industry beating NPS

•Obsessing about friction, reducing errors and driving up reliability to improve customer resolution and reduce wasted costs

•Improving customer experience, via market leading NPS scores (+60)

•Best in class People Engagement scores (80+) delivered via new people initiatives such as CX Circles, D&I focus, leadership model and engagement

•Built innovative, new contact centre structure, using Families (vs hierarchical rations) and introducing agile to build a continuous learning and “speedy feedback” culture

•Sponsored and championed the pioneering development of Time to Care volunteering programme. To date it has delivered over 100k weekly friendship conversations and 70k hours of community volunteering to 40 charities UK wide.

Prior to this role, Anna was Group Director of Internal Comms sitting on the UK Management Team at a time when Sky became a European business. Beyond Sky, worked for Emap Plc (Publishing) and Sage Software in marcomms, sponsorship, brand, CSR, development and HR roles

Anna is passionately from Yorkshire, but lives by the sea in Tynemouth near Newcastle, has a 12-year-old son (the love of her life!), and loves to be outside. A passionate walker, on/off runner, gym-goer and rugby-mum. Also, a voracious book reader and traveller.

Nessa O'Gorman

Expedia Group Director, Product Management

Nessa is a visionary Product Director transforming business outcomes through strategic innovation and customer centered solutions. Currently leading one of Expedia Group's top strategic initiatives, revolutionising CRM capabilities through hyper personalisation and AI driven contextual awareness initiatives. With expertise spanning multiple industries, she bridges strategy and execution to build high performing teams delivering impactful products at scale.

Also an accredited high performance welness coach, Nessa is passionate about helping busy people achieve sustainable performance through practical lifestyle shifts. She is an expert in her field at addressing the intersection of performance and wellbeing.

Zeke Zhiqian Wu

Nissan Motor Corporation Global CRM Program Manager

CRM, Data & AI Leader | Simplifying Complexity from Strategy to Execution | MBA

• 13 years’ experience in maximizing the value of CRM, data, and AI technologies in sales and customer communication to improve revenue, conversion, and operational efficiency.

• Initiate and manage global change to ensure technology value realization by aligning strategic objectives, identifying high-impact use cases, leveraging data insights, and applying AI solutions.

• Skilled in managing stakeholders at all levels, including senior leadership and partners, ensuring clarity, adoption, and measurable business outcomes.

Anna Roughley

The Lending Standards Board Deputy Chief Executive

The LSB's mission is to innovate and work with businesses that offer financial products and services to deliver better outcomes for their customers. The LSB uses pioneering Standards and Codes to tackle emerging risks and extend protections where there are gaps in the statutory framework. Anna has extensive experience in risk and compliance and is passionate about ensuring customers receive the right outcomes in the financial services sector.

Vaibhav Verdhan

AstraZeneca Senior Director, Global

A Data Science, Machine Learning and Artificial Intel professional having in-depth experience of leading multiple engagements in Data Science, Machine Learning space and Analytics Consulting.

Moritz Wolf

HP Global Head of CRM CoE – Data, Intelligence & Operations

With 20+ years of global experience in digital, CRM, data, and omnichannel strategy, I’ve partnered with Fortune 500s and high-growth ventures to transform how they acquire, engage, monetize, and retain high-value customers.

I lead customer transformations that scale - whether building from the ground up in fast-growth environments or evolving enterprise-wide models for global impact. I place customer value at the heart of business management.

Paul Pugal

FedEx MD Customer Experience UK & Ireland

Paul Pugal is a highly accomplished director with extensive experience in operations, strategy, and change management across the financial services, media, and logistics industries. He is recognized for his ability to transform complex data into effective strategies that boost profitability and customer value. In his current position as Managing Director of Customer Experience at FedEx, he has successfully merged four business units, significantly digitized customer contact, and reduced phone inquiries by 400,000, achievements that earned him the prestigious FedEx 5 Star award.

Prior to his role at FedEx, Paul demonstrated his transformative leadership as COO of MyPolicy Ltd, where he overhauled a struggling operation by drastically cutting call wait times, reducing operating costs by 15%, and saving over £1.2 million annually through contract negotiations. His tenure as Customer Services Director at Autotrader was also marked by success, where he achieved a "9 out of 10" customer recommendation rate and significantly reduced credit losses. Paul's expertise is further solidified by his Master of Science in Statistics and Information Technology.

Jo Kirkham

Liverpool Football Club Vice President of Fan Experience

Jo Kirkham is Vice President of Fan Experience at Liverpool FC, leading award-winning strategies that enhance fan engagement across digital and physical touchpoints. With 20+ years in sport, retail and hospitality, Jo has driven major transformations at LFC and M&S, improving service, reducing costs, and boosting revenues. She’s a passionate leader, speaker, and community advocate.

Sean Philip

Legal & General Customer Engagement & Activation Director

Sean has recently been appointed Customer Engagement & Activation Director at Legal & General, having held various positions within the pensions, investment & insurance firm since he joined in 2020.

Sean is responsible for the development and execution of L&G’s customer engagement strategy - combining technology, data and insight to improve customer experiences and drive positive outcomes.

Prior to his current role, Sean was responsible for Non-Advised Sales for L&G’s Retail Protection D2C distribution business, with a particular focus on bridging the gap between online and telephony new-business journeys, and has also held senior Marketing positions within L&G’s Retail Annuities and Financial Advice businesses.

Sean has also held senior roles in marketing agencies, supporting brands in automotive (Ford, Toyota), FMCG (P&G, Unilever), energy (EDF), consumer electronics (LG) and retail (LEGO, Uniqlo), to create award-winning customer acquisition strategies with engagement at their core.

He is a keen advocate for ensuring financial services businesses meet and exceed consumer expectations, and regularly draws inspiration from the experiences brands outside the traditional FS space are building for their customers.

Adam Knight

Travelex Director of Marketing

With a career spanning brand reinvention, marketing transformation, and customer engagement, Adam has led game-changing strategies at Travelex, Zoopla, and worked with top global brands like Audi, McLaren, Canon, Starbucks and Tesco. His expertise in blending technology, creativity, and data-driven insights has set new benchmarks in marketing innovation.

Thomas Husson

Forrester VP, Principal Analyst

Thomas is a vice president and principal analyst serving chief marketing officers. Thomas helps firms reduce the gap between brand, customer, and employee experiences. His research covers the disruptive role of culture, consumer behaviours, and technology — especially AI — in digital and sustainable transformations.

Thomas has spoken at numerous events around the world, including Mobile World Congress, DMEXCO, WebSummit, and VivaTech, and he is regularly quoted in leading media outlets, such as The New York Times, The Wall Street Journal, Reuters, Les Echos, and Le Monde.

He has worked with clients from nearly every industry — including consumer goods, luxury, travel, retail, and financial services — to advise and guide the development of their marketing, CX, digital, and sustainable strategies.

Claire Braines

JPMorgan Chase & Co Executive Director - Head of Banking Operations

Talented and experienced customer service professional with over 20 years in the financial sector, leading teams across telephony and digital channels in both UK and offshore operations.

Teddy Tepavicharova

The Telegraph Head of Programmatic Sales

Allison Coucher

Sky Head of Business Services

An enthusiastic, energetic, and dedicated leader in technology with 30 years telecommunications experience.

Technology excites me and I am passionate about ensuring that tech helps provide the best PX which then leads to a great CX for Sky's Business customers.

Sakina Mirza

British Airways Senior Commercial Strategy Analyst

Sakina Mirza is a Senior Commercial Strategy Analyst at British Airways, where she leverages data-driven insights to guide strategic decisions. She brings expertise at the intersection of data, business strategy, and customer experience.

Her career reflects a passion for translating complex data into actionable strategies. She has a proven track record in building robust statistical models, driving innovation, and solving unique business challenges through predictive analytics.

Beyond her corporate role, Sakina is actively engaged in mentoring and social impact initiatives, volunteering with organizations focused on economic empowerment and poverty alleviation.

At the Customer Engagement Summit, she brings her perspective on how predictive analytics can unlock smarter, more meaningful interactions with customers while balancing innovation and responsibility.

Phil Payne

Bidvest Noonann Director of IT Customer Experience

I've been in the IT industry since 2000, and over the years, I’ve had the opportunity to work on both sides of the table—starting out with Managed Service Providers and, more recently, leading internal IT teams within large organisations.

What drives me is simple: creating a positive experience with IT. Whether it's the people delivering the service or the technology itself, I believe every interaction should be a positive one.

This matters more than ever today. The technology people use at home is often more advanced and intuitive than what they encounter at work. That’s a complete reversal from when I started out—back then, going to work felt like stepping into the future. Now, it can feel like stepping back in time.

That’s the challenge—and the opportunity—I’m passionate about: closing that gap and making workplace IT not just functional, but genuinely enjoyable to use

Thomas Bassett

Haleon Global Director - Customer and Channel

Tom is responsible for driving strategic growth across global markets through optimised Channel performance and Customer engagement. He leads the alignment of the Haleon Oral Health Brand strategies with Retail execution overseeing Customer-centric programmes and strategy.

Francesca Rea

NewDay Director of Customer Operations

May 2014, Francesca joined NewDay, a UK consumer finance lender which has the John Lewis Partnership card, AO Finance, Argos Financial Services, and aqua card as some of their Brands. Fran is the Director of Customer Operations, responsible for all customer facing operations and customer service strategy. Fran leads the teams across Customer Service, Complaints, Collections, Customer Care Team, Fraud, Customer Outcomes, and Operational Optimisation. Fran also provides insight through to the business which ensures improvements in the CX journeys. Fran continuously strives for evolving transformation with a digital adoption rate of 99.4% and a people engagement score of 90%, Fran has implemented many technical enablers such as a single pane of glass operating platform, AI automations and assistance, and recently her team were recognised as Industry Leading in a CCMA standard framework accreditation. Fran previously worked at GE Capital, Axa Life, Telefonica O2, Cable & Wireless Worldwide and BT and as an experienced Leader, has led successful transformations and created award winning customer service experiences.

John Rankin

Sky Director of Home Service & Broadband Service Delivery

John Rankin is the Director of Home Services and Broadband Service Delivery at Sky, leading customer-centric transformation across field operations and service delivery. With a passion for innovation and a deep commitment to customer experience, John is driving the evolution of home services through digital enablement, operational excellence, and empowered frontline teams. At the Customer Engagement Summit, he brings insights on the future of customer service—where technology, empathy, and agility converge to meet rising expectations.

Abhineet Kesarwani

Customer Value & Experience, Digital Regional Director

Natalie Rea

Clarity Environmental Chief Executive Officer

Ross Antrobus

LIV Golf SVP Insight and Analytics

Ross is currently working at LIV Golf as the VP of Insight, Analytics & Loyalty. Prior to this, they worked at The Football Association for nine years in various roles, including Head of Behavioural Insight & Business Analytics, Head of Research and Insight, and Head of Customer Insight. Ross also worked at FreshMinds as the Research Director for the Retail & Automotive Practice and at Nunwood as an Account Director. In addition, Ross has experience at Millward Brown as an Account Director and at Mülle and Mülle Dairy UK Ltd in marketing and insight roles, respectively.

Elizabeth Ajala

Monzo Bank Risk and Control Director

Elizabeth Ajala – Strategic Leader in Financial Services, Risk & Operations, and DEI Advocate

Elizabeth Ajala is a seasoned strategic leader with over 15 years of experience transforming operations and customer strategies within fast-paced, highly regulated financial environments. Currently the Risk and Controls Director at Monzo Bank, Elizabeth is at the forefront of shaping the bank’s next phase of growth by building a central Shared Services function from the ground up - bringing innovation and structure to first-line risk management.

Over her nearly six-year tenure at Monzo, Elizabeth has held key leadership roles across Complaints, Quality Assurance (QA), and Disputed Transactions, where she successfully built, scaled and transformed operations. As Head of QA, she established Monzo’s first centralised QA function, saving the business over £700K annually through automation and process optimisation. Earlier, as Complaints Service Manager, she rapidly grew the team and implemented robust regulatory frameworks during a critical phase of Monzo’s expansion.

Prior to joining Monzo, Elizabeth honed her skills at the Financial Ombudsman Service and RBS/NatWest, where she developed deep expertise in resolving complex customer issues and leading operational reform.

Elizabeth is known for her passion for customer-centric service, building inclusive and high-performing teams, and delivering sustainable, scalable results. In 2021, she founded Monzo’s “Mutual Mentorship Programme,” a diversity and inclusion initiative that has become a cornerstone of the bank’s culture, offering mentorship to senior leaders and driving greater equity in leadership pipelines.

Named to the Women in FinTech Powerlist 2022 by Innovate Finance, Elizabeth is also a frequent speaker and panelist, recognised for her insightful contributions on topics ranging from operational excellence and leadership to diversity in financial services.

Whether she’s driving transformation behind the scenes or inspiring audiences from the stage, Elizabeth brings authenticity, clarity, and impact to every conversation.

Kathleen MacLean

Dr. Martens Global Head of Customer Growth Strategy & Planning

Jana Kreissig

Porsche AG Customer Research & Insights Expert

Since more than 5 years, Jana Kreissig has been enhancing Brand and CX measurement at Porsche and is currently responsible for CX insights to foster customer centricity across departments. She has been working in various international research and insights roles within the automotive and FMCG sector. Jana Kreissig studied Psychology and Marketing Research at the universities of Erlangen-Nürnberg and Santander.

Neal Silverstein

Specsavers Head of Technology Customer Services

Neal has a track record and passion for delivering Industry leading customer service to support the growth of Specsavers, and make a difference to more peoples lives through improving their sight & hearing.

Always looking for innovative ways to enhance the customer experience and maintaining relevance in the ever changing world we live in, be it data compliance, cyber security, customer expectations as well as colleague aspirations.

Nick King

AutoTrader Insights Director

Michalina Bidzinska

Fortnum & Mason Commercial Lead UX Designer

Michalina specialises in improving customer experience, conversion, and e-commerce strategy. She leads initiatives that enhance the online shopping experience, while boosting key business metrics such as customer satisfaction and revenue.

She has helped improve conversion and user experience for multiple brands, including Fortnum & Mason and Canon Europe. With a strong background in experimentation and insight-led experience design, she delivers measurable improvements that put customers first.

Carl McCartney

Les Mills Global Sales Enablement Director (Global Markets)

Carl McCartney is the Global Sales Enablement Director at Les Mills International, where he champions the link between customer experience and sales performance. With over a decade of leadership across sales and customer-facing teams, Carl has built a career on helping organisations turn exceptional experiences into lasting commercial results.

He leads global initiatives that equip sales teams to deliver value at every stage of the customer journey, blending data-driven insight with practical enablement. His programmes span sales training, customer success, negotiation, and leadership development — all designed to drive growth while keeping the customer at the heart.

A regular keynote speaker and panel host, Carl is passionate about how innovation and emotional intelligence can enhance both employee and customer experience, shaping the future of high-performing organisations.

Adam Flitton

Allianz Principal Behavioural Scientist

Adam is Principal Behavioral Economist at Allianz, where he has been using behavioral science techniques to deliver significant improvements in customer retention, digital engagement, and many other areas. With a PhD in psychology, he previously led the behavioral science practice in a global consulting firm.

Melanie Fischer

Xero Director, Customer Experience - UK & EMEA

Tracy Lawson

The Open University Director Contact Centre

A senior leader at The Open University, leadIng operational teams focused on delivering high-quality, student-centred support. My experience spans strategic planning, people leadership, and service delivery, and I’m passionate about creating scalable solutions that improve responsiveness and build strong stakeholder relationships.

Preyan De Silva

Wimbledon Head of Ticketing, All England Lawn Tennis Club (AELTC)

Preyan De Silva is the Head of Ticketing at the All England Lawn Tennis Club (AELTC), where he has led transformative projects over the past 14 years, including the Club's digital ticketing evolution and the in-housing of Wimbledon's Guest Contact Centre. He specialises in audience growth, strategic sales, guest experience, and brand protection.

Before joining AELTC, Preyan built a diverse and accomplished career. He began in cricket, spending six years at Lord's Cricket Ground with the Marylebone Cricket Club (MCC) in Ticketing and Membership. He then transitioned to the corporate world, where he spent eight years in London’s financial sector, gaining valuable experience in investments, finance, and law respectively.

Mark Croucher

P&O Cruises Director Guest Journeys and Planning

I'm an experienced CX professional with over 15 years experience in developing and successfully implementing customer strategies and building CX capabilities for the business and the customer. Having worked with customer centric brands, Virgin Atlantic and NHSBT have enabled me to use my obsession for customer excellence to improve preference, satisfaction and loyalty.

Edward Sims

EnviroVent Customer Experience Director

With over a decade of experience driving customer-centric transformation across both B2B and B2C landscapes, leading both Commercial and Customer areas of fast paced, entrepreneurial businesses.

Currently focused on people and technology based change management programs, in a high growth market sector.

John Lewis

Wiley Director of Customer Experience, Research, & Insights

John S. Lewis is the Director of Customer Experience, Research, and Insights at Wiley, a global leader in research and learning publishing. In this role, he leads a team dedicated to fostering a customer-centric culture through data-driven insights and strategic research.

With over 15 years of experience in positions focused on customer experience and research, John has collaborated with some of the leading companies in telecommunications, education, healthcare, and financial services, both on the corporate and vendor sides. Throughout his career, he has transformed customer listening programs, implemented organisational customer experience strategies, and built high-performing Customer Experience (CX) and Insights teams. Recognised for his insights-led leadership style and expertise in storytelling with data, John specialises in leveraging technology and customer insights to enhance organisational capabilities, improve the customer experience, and drive business performance.

Verity Mercer

Renault Head of Customer Experience and Quality

As Head of Customer Experience at Renault Group, Verity’s mission is to CX drive excellence in the franchise retailer network across thesales and aftersales experience. With responsibility for product, skills and technical training, her strategy centres on people development and process consistency, with a strong focus on customer journey enhancements through digital transformation. Her 24-year career at Renault Group spans commercial, brand strategy and marketing roles, including nine years working in Paris at Group HQ.

Samantha Lewis-Williams

Financial Times Head of Marketing Automation

Sam Lewis-Williams is Head of Marketing Automation at the Financial Times, where she leads a global team driving data-led engagement strategies across the subscriber lifecycle. With expertise in personalisation, customer journeys, and marketing technology, Sam focuses on using insight and innovation to connect audiences with trusted journalism in meaningful ways.

David Bellinger

Network Rail Head of Insight

Dave started life as a transport consultant, working widely in UK rail as an analyst, often on rail franchise bids. He then moved to Northern Rail where he set up their customer insight programme. Since 2022 he has been working in the team preparing the way for Great British Railways, now sat within Network Rail.

Jessica Ham

National Grid Head of Customer Experience

Aida Mutapcic

KFC Customer Recovery Manager

Kiran Uppal

ASOS Head of Customer Care Experience & Transformation

I am Head of Customer Care Experience at ASOS. I have worked in Customer Experience for all my professional career. ASOS were awarded Bronze at the UKNCCA’s, Silver at the UKCXA’s, and are finalists for the Engage and ECCCSA’s for our recent Digital Transformation. My teams look after our Digital Help Products, Advisor platforms, Customer Experience as well as Change and Transformational projects at ASOS Customer Care. I am passionate about pushing boundaries, constant iteration and challenging the way we do things in CX.

Kai Bentley-Grey

DFS Senior Technology Business Partner - Customer

Kai Bentley-Grey is the Senior Technical Business Partner for Customer at DFS Furniture Group. With 20 years of experience in retail and contact centres, including roles at major UK retailers BT and Currys, Kai specialises in customer experience (CX) strategy and technology implementation. She has successfully led large-scale CX deployments across multiple businesses, including the implementation of CRMs and telephony applications in complex organisations, such as retail, across up to 300 locations simultaneously.

Oliver Parsons

Lloyds Banking Group Head of Ecosystems, Customer Propositions

Emma DeSena

London Marathon Events Head of Customer Engagement

Emma DeSena is a customer engagement leader with over 25 years’ experience across the travel, fashion, hospitality and events industries, having worked with both challenger brands and customer-first organisations. She is currently Head of Customer Engagement at London Marathon Events, where she is leading a large-scale transformation to overhaul how the organisation supports participants across some of the UK’s most iconic mass participation events.

Emma’s work blends innovation with inclusive, human-centred design - driving a customer-first culture through smarter use of data, automation, personalisation and self-service. Her strategy focuses on transforming operational delivery while embedding empathy, accessibility and continuous improvement at every stage of the journey.

A proud neurodivergent leader, Emma is passionate about building emotionally intelligent services that adapt to the diverse needs of all participants - current and future.

Ellie Sutton

Nestlé Head of CX

Ellie Sutton is Head of CX for Nestle UK&I. With over 15 years of experience developing customer strategy for world class brands including Nestlé, IKEA, Aldi, John Lewis and Waitrose. Recognised as a 2024 Global CX All-Star and a CXFO Top 100 CX Voices, Ellie specialises in designing customer centric strategies that drive commercial growth.

Fiona Ball

Sky Group Director of the Bigger Picture & Sustainability

Fiona Ball is Group Director of the Bigger Picture and Sustainability at Sky, one of Europe’s leading media and entertainment companies with 23 million customers, and part of the Comcast group. She is responsible for Sky’s sustainability strategy and performance, spearheading the group’s responsible business, social impact and cause-related strategy, marketing, plans and campaigns. Under Fiona’s leadership, Sky’s sustainability and community teams have delivered world-leading strategies and campaigns including Sky Zero, Sky Ocean Rescue, and most recently, Sky Up - Sky's commitment to tackle digital inequality and provide support to a quarter of a million digitally excluded people through a £10m fund. Alongside this, Fiona is responsible for Sky’s environmental impact, from the sustainability of its products and services to respecting human rights and maintaining Sky’s leadership position on climate change. Sky was the first media company in the world to go carbon neutral in 2006 and has committed to halve its footprint across its value chain by 2030. Fiona possesses an honours degree and masters in environmental management from Brunel University, is a Chartered Environmentalist and a Fellow of IEMA. She sits on the Media Trust Advisory Group, the BITC Climate Leadership Group and Net Zero Task Force, BAFTA Albert’s Board of Trustees and Co-Chairs the BAFTA Albert Sustainability Advisory Group.

Rebecca Brooks -Daw

The AA Head of Group Customer Experience

I really see CX as a mindset and not a role, it’s a profession full of people people and I am definitely a people person, I think all CX people are, and that’s the bit I most love about my job; creating, maintaining and improving the experiences and interactions that we (people) have with brands. The other super important part of CX that I love, is its importance within the commercial sustainability of a business.

My mantra is "constantly strive to deliver a consistently excellent experience". People want brands, products and services they can depend on and trust.

I use a wide variety of CX techniques to drive acquisition, value and retention; customer listening, analysis and interpretation of insight, stakeholder engagement, customer journey mapping, embedding customer outcome metrics, effective governance, strong business case development and encouraging customer centricity through cultural change.

Phil Quickenden

London Borough of Camden Head of Customer and Registration Services

Phil first walked into a contact centre in November 2002 and still finds himself wondering why he never left. With over 20 years in Public Sector contact, ranging from the fast pace of a Police 999 call centre where answer times really do have life and death consequences, through to local government with the breadth of different services that encompasses. Phil
passionately believes that technology and channel choice are valuable tools to support the real stars of the contact centre, the agents who answer the calls.

In his current role as the Head of Customer & Registration Services at the London Borough of Camden Phil is exploring how technology can enhance and develop a new kind of super-agent, equipped with digital skills and expertise which empower customers to play a greater role in their own journey. A self-confessed data geek, Phil believes that through unlocking the intelligence of the contact centre, organisations can move their understanding of the customers they serve to a whole new level, which in the public sector, means changing lives.

Doris Kauffman

Porsche AG Manager Customer Research & Insights

For more than 12 years Doris Kauffmann has been steadily advancing the area of CX Insights at Porsche. Besides realtime CX measurement she is leading consistent customer satisfaction management across departments and markets up to executive board level. Doris Kauffmann studied business administration at the university in Augsburg.

Emma Newell

Financial Times Head of Operations, Customer Care

I am passionate about delivering exceptional customer service and promoting the powerful impact and commercial benefits it enables.

My experience has seen me transform customer care support and build high performing teams from the ground up, which have a direct positive impact on customer experience and growth. As such I have developed strong interpersonal and leadership skills that can be applied to developing strategies that people and teams can get behind in order to positively impact and transforming customer and employee experience.

Daniel Bunton

Cleo AI Head of Customer Support

Daniel began his journey in Customer Support by perfecting flat whites at his local café.
After experiences in fine dining, sales, and entrepreneurship, he now leads Customer Support at Cleo AI—an AI financial advisor on a mission to whip your finances into shape.

Caroline Wood

Bupa Head of Customer Intelligence

With an academic background in health psychology and behavioural science, Caroline’s career to-date has focused on understanding human behaviour and the psychological drivers behind everyday decisions. Her current work at Bupa focuses on using insight to inform improvements to customer and employee experience. Specifically, her interests cover how a behavioural science lens can deepen our understanding of customer emotion and decision making processes to ensure CX improvements drive maximum impact. Prior to joining Bupa, Caroline worked as an academic researcher and independent consultant, partnering with teams to design and implement customer-centric behaviour change strategies across domains such as smoking cessation, sustainable living, travel habits, mental health, and clinical practice improvement.

Claire Jackson

Sky Head of Internal Communications, Campaigns & Channels

Claire Jackson is a seasoned communications and marketing professional with over two decades of experience spanning agency, in-house, and media roles. Currently Head of Internal Communications, Campaigns & Channels at Sky, Claire leads high-impact, multi-channel campaigns that bring to life the company’s biggest moments across TV, Sport and Product for its people.

Her career includes a decade in Sport as a senior comms leader including at the England & Wales Cricket Board and UK Sport. Claire also brings agency-side expertise from Hill & Knowlton, where she delivered global partnership campaigns for HSBC and prior agency roles developing marketing campaigns for Vodafone and Toshiba.

Claire began her career in television, working with Disney and on productions for ITV, BBC, and Channel 4, gaining valuable editorial and broadcast experience. She combines strategic insight with creative execution to deliver impactful, high-quality campaigns across varied audiences. Her leadership is defined by the results she achieves and her commitment to the wellbeing and development of her team.

Jivesh Juneja

Nissan Head of Data Products

Jivesh Juneja is the Head of Data Products at Nissan’s Global Customer Experience Team. He is passionate about using data to inform customer experience improvements especially customer data that not just fuels CX but also product and business strategy. His notable achievement includes launching Nissan’s Global Customer Data Platforms, Omni-channel CX personalization, e-commerce, and Nissan’s first Connected car services billing and subscription platform.

Beyond work, he's an avid marathon runner and coffee enthusiast, continuously aiming to merge his passion for AI, technology, and data to help organizations provide customer experiences.

Helen Luty

Landmark Information Group Head of Customer Experience

Robin Spinks

RNIB Head of Inclusive Design

Provide leadership and support to a dedicated team of accessibility professionals working within the global ICT industry. Leading relationship management and advocacy within the mobile technology industries, working collaboratively to improve access to digital services and products worldwide.

Jo Eighteen

Biffa Head of Customer Experience

As the Head of Customer Experience at Biffa, Jo has over 25 years’ experience in customer service and CX management across a number of different sectors. Previously working in Financial Services and the Automotive industry, Jo has led customer contact centres across multiple customer segments, implemented and managed voice of customer programmes and TQM initiatives, and as a Lean Six Sigma Black Belt, has managed multiple continuous improvement projects. In her current role, Jo has led the creation of a CX function within Biffa, establishing a team covering CX Data & Insight, CX Strategy & Communication and CX Business Improvement to change process, culture and behaviour within the company.

Christina Liciaga

Brixton House Global Customer & Strategy Leader | Venture & Board Advisor

Top 10 UK Customer Experience Professional, FTSE 350 Women‑to‑Watch honouree and Top 10 Black Role Model, Christina Liciaga is a globally seasoned executive who has spent two decades translating bold ideas into billion‑dollar businesses across five continents. She has led multi-billion-dollar product portfolios, managed commercial strategies delivering $400m incremental revenue, and driven customer excellence for 12m+ customers. Sitting at the intersection of innovation, transformation and execution, Christina brings a rare blend of boardroom rigour, C-suite vision and advisory depth to every seat she holds.

During sixteen years at HSBC she held successive C‑suite mandates—including Head of Asia Wealth Distribution, Head of Customer Service for HSBC, M&S and John Lewis Financial Services, European Head of Customer & Products and Global Head of Wealth Propositions. She has launched award‑winning ventures such as Jade by HSBC Premier (her innovative HNW proposition launched in seven markets, which grew to a multi‑billion‑dollar HNW portfolio) and Global Money for Expats (a multi‑currency platform that now has over one‑million users). She steered digital‑innovation programmes, built high‑performance teams in heavily regulated markets and co‑founded the Black Leaders Action & Advisory Council, embedding systemic inclusion at scale.

Aileen Raynos

Nestlé Purina UK & Ireland CRM Lead

Now in my 17th year working at Nestlé Purina my mission is to transform our connection with consumers across our digital ecosystem. I adopt a data-driven approach to deliver a best-in-class consumer experience, underpinned by personalized CRM campaigns. At Purina our priority is building lasting, valuable relationships that enhances the lives of pets and the people that love them.

Tamara Essawy

The Guardian Senior CRM Manager

Tamara has over ten years of experience in CRM, the last six of which have been spent working at the Guardian in marketing and reader revenue. Her focus is on activating a martech strategy that enables teams to craft multi-channel, personalised journeys for registered readers, in order to amplify the Guardian’s journalism and maximise its commercial value.

Lucie Child

Transport for Greater Manchester Head of Customer

Lucie Child is Head of Customer at Transport for Greater Manchester, where she’s on a mission to make the experience better across every touch point; easier, more inclusive, and more customer-focused. With a background spanning public and private sectors—from retail and financial services to heritage—Lucie brings a fresh perspective to how organisations connect with the people they serve.

She’s passionate about putting customers at the heart of everything, shaping strategy and service to reflect real needs and experiences.

Adam Mills

The Wine Society Head of Insight, Loyalty & Strategy

With over a decade of experience in digital, data, marketing, and insight, Adam has worked with businesses of all sizes to create long-lasting impact and build customer trust, confidence and belonging — from fast-growing start-ups and scale-ups through to some of the world's biggest brands, such as BT and Tesco. A strong and vocal advocate for loyalty, retention, and creating meaningful experiences, he's always on the lookout for opportunities to drive connection and lasting value for both the business and the consumer. Now leading insight, loyalty, and strategy at The Wine Society, one of the UK’s largest membership organisations, he remains as passionate as ever about ensuring customers are at the heart of every decision.

Nicola Shield

Bupa Global Head of Marketing Strategy, Planning and Communications

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 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.

Van Valdez

Financial Conduct Authority Insight & Evaluation Lead

Van is a customer insight and engagement leader with extensive experience helping organisations turn insight and data into actionable strategy. With experience across major financial institutions spanning client, consulting, and regulatory perspectives, Van has guided teams in using research and evaluation to inform decisions, improve customer experience, and drive measurable change. Known for cutting through complexity and focusing on what delivers real value, Van brings a commercial, practical perspective to building truly insight-led customer strategies.

Áine Egan

Halfords Training and Development Lead

I’m an award-winning Training and Development professional, proud to have earned Silver Trainer of the Year at the 2023 CCMA Awards. From air hostess to contact centre team leader, my journey has been anything but ordinary — and every step has fuelled my passion for creating training that’s engaging, inclusive, and impactful.

Now, as Group Induction Lead, I’m focused on transforming how new colleagues join the business. I’m building a consistent, structured induction experience that sets people up for success from day one.

I’ve delivered training globally, partnering with BPOs in South Africa and India to design learning that resonates with diverse audiences. Whether it’s customer service or onboarding, I believe every learner deserves training that’s clear, confident, and full of personality.

I’m driven by a love for learning, a commitment to excellence, and a mission to make every induction feel like a warm welcome — not just a checklist.

Camelia Maftei

Micheldever Tyres Services Customer Contact Centre Manager

With over six years at Protyre Autocare, I specialise in shaping customer service operations, leading a high performing, award winning team and implementing systems that drive both efficiency and customer satisfaction. In my role, I manage and optimise customer experience platforms, designing and maintaining triggers, automations, and macros that streamline workflows and deliver consistent multi-channel support.

Niclas Winblad

Sky Head of Product Management

Niclas Winblad is Head of Product Management at Sky, where he leads the global deployment of platform capabilities for customer services across Sky and NBCUniversal’s streaming services. With a focus on digital-first strategies and adopting innovative technologies, Niclas has been instrumental in delivering scalable solutions that enhance operational efficiency and customer service experiences.

Denis Omara

Aston Group Chief Information Officer

Denis Omara is CIO at Aston Group, where he uses technology to make customer experiences smoother and smarter. With a strong background in data, security, and systems, he helps teams work more efficiently, respond faster, and deliver the kind of service that keeps customers happy.

Mardien Drew

YouGov Customer Marketing Lead

At YouGov, I amplify our customers’ voices by helping us understand what we do well, where we can improve, and how to build stronger connections. With deep experience in product marketing and building digital products, I turn insights into strategies that deliver real results.

I lead a global workstream on data quality for the Market Research Society, ensuring business decisions are based on trust-worthy and high quality data.

With a background in research, customer strategy and product marketing, I also spend my spare time helping women to find their voice, connect with the right audience, and show up with confidence—whether that’s through stronger messaging, clearer websites, or personal style. I believe how we present ourselves—online and in person—matters, and is a firm believer in women backing women every step of the way.

Bukola Odunaiya

Expedia Group Senior Integrated Campaigns Manager

Bukola Odunaiya is a full-stack marketing professional and Senior Integrated Campaigns Manager at Expedia Group. She specialises in marketing automation, demand generation, data management, and hyper-personalized campaigns. Bukola leads B2B growth marketing initiatives, driving product adoption through strategic planning, cross-functional collaboration, and data-driven optimisation, with proven expertise across global brands including Deloitte, Medallia, and Euromonitor.

Luke Ollerhead

The Very Group Senior Insight Manager Customer Care

Luke has been working in contact centre analytics, reporting, insight and data science for 10 years, in various data roles. In the last few years, he has been managing a Speech Analytics function as well as a decentralised Insight Team within the Very Group. Within the world of Speech Analytics their focus is on forecasting, coaching and proactive insight.

Rebecca Jamieson

Xero Head of Customer Experience (UK & EMEA)

Becca is a CX centric leader with over 10 years of experience specialising in building and scaling customer experience operations. Passionate about customer success, quality, and continuous improvement, Becca played a key role in shaping the UK Customer Experience team and strategy for Xero (a global accounting software company). Her expertise covers the full spectrum of CX maturity, from early stage operations to robust, global support.

Sabina Onwuka

London Borough of Barking and Dagenham Head of Customer Services

Julie Rendle-Eames

West Sussex County Council Head of Customer Experience

As Head of Customer Experience, I am responsible for the modernising of customer service delivery across West Sussex County Council Customer Service Centre, aligning with our Digital Strategy to enhance accessibility, efficiency, and satisfaction for customers.

My focus is on blending digital innovation with operational excellence to improve both customer and employee experiences. I oversee the deployment of AI-driven voice and text bots within our Customer Service Centre, which serves as the front door for 23 council services, this is integrated with our corporate website to drive effective channel shift and self-service.

Following the insourcing from Capita, I led a cultural transformation, aligning the team with industry standards. This resulted in:

80%+ first-contact resolution
90%+ customer satisfaction
30% average reduction in operating costs for centralised services
61% cost reduction in Blue Badge application processing post-modernisation

I champion a strategy of “deepening the front door”, centralising customer demand into the Contact Centre to better manage data,

demand, and performance, modernising processes and equip multi-skilled officers.

Looking ahead to 2025, I am committed to managing change that supports both customer satisfaction and employee growth, using data and insight to continuously evolve our services.

Nicola Adcock

Defence Science and Technology Laboratory (dstl) Optimisation Lead

Nicola Adcock is the newly appointed Optimisation Lead at Dstl, following five successful years as Customer Experience Lead. With over 15 years of experience designing and improving public services, Nicola brings deep expertise in translating user needs into meaningful, system-wide change.

Her work focuses on applying behavioural insights to drive engagement and embed customer-centric thinking across complex, multidisciplinary, publicly-funded environments. In her new role, Nicola will be building on the development of a customer-focused approach by readying services to be able to deliver future impact.

Nicola’s core strengths include:

Leading customer-facing teams
Service design
Embedding KPIs and leveraging data analytics for continuous improvement
Developing and implementing customer experience strategies
Coordinating cross-functional activities to drive customer success

Nicola is passionate about using behavioural insights to influence decision-making, foster trust, and drive employee engagement.

John Murphy

NHS Shared Business Services Head of Customer Excellence

John is currently Head of Customer Experience with NHS SBS a joint venture shared service operation between the NHS and Sopra Steria.

In this role Joh has transformed the delivery of the customer experience centre initially through people and process management and through the implementation of a new technology platform designed by users for users., with some amazing results.

John has a strong background in setting up and managing multi disciplined shared service centres with Yorkshire Water (Kelda Group) and First Group the Bus and Rail operator. His visionary and agile approach to transformation has resulted in high impact low-cost delivery with high levels of internal and external customer satisfaction.

In the twilight years of his career is focus is on developing his team to embrace the opportunity that AI will have for customer service and shared services.
His legacy …. Agent Murphy as our 1st Bot.

Matthew Harwood

Natwest Head of Customer Communications

Seasoned Digital Transformation Leader with a proven background in creating world leading customer experiences

Divya Kerslake

Utility Warehouse Head of Customer Marketing

Divya’s career and expertise has spread across two very different industries over 15+ years, but always with the common focus of the end customer and their experience. She started at Microsoft working on Xbox and moved to Virgin to define and establish their group wide loyalty scheme Virgin Red. Her global roles and varied experience have established her as a leader within the customer growth and engagement area.

Lee Courtney

Utility Warehouse Head of UX

As a seasoned design professional with over a decade of experience, I specialise in crafting world-class digital experiences across web, mobile apps, and in-store platforms. My expertise spans the full end-to-end Product Design lifecycle, with a strong foundation in UX/UI design and user research. I am a proven leader, dedicated to building and fostering high-performing teams to deliver impactful and innovative digital solutions.

Naomi Sweeting

Places for People Director of Customer Research & Insight

Annisha Taylor

Ofcom Head of Equality, Diversity & Inclusion

Annisha is a pioneering culture and change strategist with a career spanning 15+ years across the public, private and voluntary sectors. She brings a wealth of experience in embedding equity and fairness into large, complex organisations. With leadership roles at the BBC, Ofcom, and the John Lewis Partnership, she helps shape inclusive behaviours and systems that work across media, regulatory, retail and community spaces.

Annisha’s approach is grounded in collaboration, accountability and real-world impact. Whether supporting teams, advising boards, or working with grassroots organisations, she helps businesses move beyond statements and into sustainable, sector-wide change. Outside of her professional roles, Annisha is a dedicated community leader, trustee and advocate for inclusive education, culture and business.

Fflur Huysmans

The Bread Factory Head of Customer Experience

Customer Experience senior leader, having transitioned from successful senior career in arts management.

Shilpa Manikanteswaran

Decathlon Insight Analyst & Personalisation Specialist

Shilpa is an Insight Analyst who helps bridge the gap between data and experience. Passionate about turning insights into action, she uncovers patterns in user behavior to shape smarter, more intuitive digital experiences.

Jo Tatchell

Edelman Head of Strategy

Jo is Head of Strategy at Edelman London. She seeks to drive brand and business value through problem solving creative and communication thinking and campaigning. She joined Edelman at the end of 2015 as strategic planning director bringing over a decade of experience with clients and agencies such as Saatchi & Saatchi, Lowe, Deutsch NY, the NSPCC, Coca-Cola, P&G, Chivas, Nokia, VW, BBC and UL to the role. She focuses on helping brands and businesses define their permission space, developing powerful, ownable narratives and purposeful campaigning that builds a strong cultural presence.

Jo believes brands need to define a clear role and action to take that creates fresh narratives around values and drives impact. “Strong strategic guidance around audience behaviour is the key to staying relevant. Understanding what’s driving people’s actions, the hidden motivations and fears, as well as the numbers. Leveraging the interconnections between stakeholders and audiences is key to creating ideas that everyone can engage with.”

Alongside strategy her work as a writer and journalist ensures she keeps an authentic view. She has been nominated for the Costa, Index on Censorship and Samuel Johnson Prize prizes. Her journalism has appeared in the Guardian, Daily Mail, Prospect Magazine, Sunday Times and Telegraph.

Stephan Hogenbirk

Cognita Head of Strategic Insights

Global Head of Strategic Insights driving customer experience transformation across 100+ international schools serving 90,000+ students in 20 countries. Recognized as 2020 Confirmit ACE 'Professional of the Year' for pioneering Voice programs that revolutionized stakeholder engagement in education.

I specialize in translating complex data into actionable insights that directly impact student outcomes, family retention, and organizational culture. My work bridges the gap between traditional CX methodologies and the unique needs of educational environments."

Richard Bassett

NiCE VP, CX Automation, AI & Insights

Richard Bassett is an experienced sales and business leader with a proven track record of helping global enterprises transform customer and employee experiences through technology. As Vice President of CX Automation & AI (International) at NiCE, he leads strategy and growth across EMEA and APAC, empowering brands to leverage AI, analytics, and digital engagement solutions to deliver measurable business outcomes, reducing operational costs, driving revenue, and enhancing customer satisfaction.

Diane Monk

Cognita Head Of Customer Experience

Diane is the Head of CX at Cognita since 2018. Prior to this worked at Maplin as Director of Brand Comms and Homebase as Head of Store Proposition and Innovation.

Leigh-Anne Gray

Vanquis Senior Specialist Complaints Manager

Aleisha Hales

Silverfin Head of Customer Success UK & Growth Markets

Aleisha is Head of Customer Success UK at Silverfin, where she built the CS function from the ground up. A qualified accountant with a passion for customer success, she specialises in scale-ups, driving retention and net revenue growth. She’ll share how building strong customer journeys helps clients get maximum value from the platform and deliver outstanding CS results.

Alex Keynes

Arrive Head of Product – Driver’s Experience

Alex is a passionate product leader with extensive experience across the tech, travel, and media industries. As the Head of Product for Driver's Experience at Arrive, Alex and his team are focused on simplifying drivers' lives through the EasyPark app, which boasts over 65 million yearly active users in more than 30 countries. He sees customer care as a core part of the driver's journey and is committed to pushing the boundaries of innovation to continuously improve the user experience.

Jamie Carter

Belron International Voice of the Customer Manager

Jamie has worked across Autoglass UK and Belron International for 15 years, with experience in the contact centre, in the field and in the corporate centre, he has used his business knowledge, together with Voice of the Customer to develop a programme for Belron to maintain the world class NPS they have achieved for 10 years plus.

Hanna Fredriksson

Arrive Head of Global Customer Care

I am a 42-year-old professional originally from Finland, with over 22 years of international experience gained while living in Italy, Spain, Denmark, and the United Kingdom. I hold a degree in International Business from Arcada University of Applied Sciences, Helsinki, which has served as a strong foundation for my global career.
My professional background spans 14 years in the shipping industry working for Maersk, where I focused on sales, trade strategy, and customer care, and for the past six years, I have worked in the automotive technology sector and currently serve as Head of Global Customer Care at the Arrive Group.
I have a strong passion for languages and speak eight in total: Finnish, Swedish, English, Italian, Spanish, Danish, French, and German—fluent in the first six. In my personal time, I enjoy cooking and spending time with my dog.

Lyndall McCarthy

Stewardship Head of Customer Experience

I’m a creative, innovative, strategic design professional. I love connecting dots. I’m passionate about people, their needs, and delivering experiences that release their potential to achieve brilliant things through connection, community and meaning.

Rhio Cory

Ticket Tailor Head of Customer Experience

Rhio has dedicated over seven years to scaling great customer experiences. She currently leads Ticket Tailor's outstanding 24/7 support team, maintaining a remarkable 70+ NPS across 70,000+ users. By thoughtfully integrating AI into every touchpoint, Rhio is pioneering the thoughtful use of AI to create customer journeys that are seamless, intuitive, and genuinely human - always keeping the customer’s best interests at heart.

Caroline Sams

Canon Customer Engagement Lead

Devoted customer cheerleader with 15+ years in the marketing biz, Caroline has worked on big loyalty brands namely Canon Club, Nectar and Krispy Kreme Rewards. Makes it her mission to put customer needs at the heart of strategy—listening closely, digging into the data, and designing CRM and loyalty programmes that feel personal, purposeful, and rewarding. Presently responsible for the customer engagement CRM team at Canon, Caroline has tried and tested methods for optimising plans through data-driven decisions. Ultimately, championing the business value of retention by turning new customers into super lifelong fans!

Joseph Carter-Bell

The Pools Director of Customer Success & Operations

Ambitious, self-driven compliance and multi-channel customer service transformer. Delivering high levels of customer satisfaction and risk management using a data-driven approach to innovative and deliver transformational change projects. An experienced and effective People manager with the ability to create high performing teams through effective people management, coaching and onboarding.

Tom Kirby

Mindvalley Head of Customer Experience

Tom Kirby is a CX leader at Mindvalley. With over 15 years in customer support and experience, he's passionate about helping businesses improve retention and ensure customer success, understanding the importance of creating long-term value and fostering strong customer relationships.

Beth Simpson

Canon Europe EMEA Customer Marketing Senior Manager

As the EMEA Customer Marketing Senior Manager at Canon EMEA, I have over 8 years of experience in leading and transforming the Marketing, CRM, loyalty, and customer experience functions across 23 European markets. I am passionate about delivering data-driven and customer-centric marketing strategies that drive engagement, retention, and revenue growth across B2C and B2B.

Ismail Ostrilski

Epos Now VP of Operations

Ismail Ostrilski is Vice President of Operations at Epos Now, where he leads global operations and ensures the company’s systems, processes, and resources scale in step with its rapid growth. In this role, he drives operational efficiency across multiple functions, optimizes cross-departmental workflows, and enables reliable, high-quality support for Epos Now’s worldwide merchant base. With the company advancing AI-driven point-of-sale and embedded finance solutions, Ismail plays a central role in aligning technology, service delivery, and operational excellence to strengthen merchant success.

Sarah Mitton

Sovereign Network Group Head of Customer Engagement

Sarah Mitton is a creative leader with over a decade of experience driving innovation and community empowerment within the Social Housing Sector. With a foundation in supporting entrepreneurship and social change, she has consistently championed inclusive, resident-led approaches to engagement. At Clarion Housing Group, Sarah spearheaded Age Friendly programmes that bridged generations and amplified the voices of residents on the issues that matter most. Now, as Head of Customer Engagement at Sovereign Network Group (SNG), she is shaping the future of resident involvement—leading the rollout of a transformative Customer Engagement Model, launching the digital platform Engage, and empowering national panels of residents to influence SNG’s services, strategies, and programmes.

Mike Brinn

TLC Worldwide Global Loyalty Director

With over 20 years of experience designing and managing customer loyalty programs, Mike develops initiatives that drive engagement, strengthen brand value, and put members at the centre of every decision. He has successfully partnered with global brands across diverse industries and is recognised for delivering innovative programs that consistently exceed expectations.

David Tainton

Vodafone Senior Manager: Chatbot, AI and Voice

I lead VodafoneThree’s Chatbot and AI teams, harnessing the latest technologies to reimagine how customers engage with us and to deliver experiences that set new standards in our industry. My teams have been recognised with prestigious Mobile Industry and Technology Leader Awards for innovation in AI, reflecting our drive to push boundaries and challenge convention. As customer expectations evolve, I’m committed to keeping VodafoneThree at the forefront of technology and deliver on our ambition to be number one for customer experience.

Raj Khalid

Regal Cineworld Group Customer Experience Manager

A background in Operations and Technical project management utilising Artifical Intelligent, Machine Learning and Advanced Automations, Rajab is continually pushing businesses forward to adopt to customer needs and provide an exceptional customer experience, driving retention, spend and satisfaction.

Sam Holley

Lloyds Banking Group Senior Messaging Experience & Performance Manager

Enjoying my time running the Conversational Banking Experience and Performance team in Lloyds Banking Group.

I have always been passionate about transforming customer experience and improving how customers interact with financial services.

A strong track record of managing large, high-performing teams, I specialise in delivering exceptional customer experiences balancing operational excellence with a human touch.

My current focus is on using our AI-driven platform and digital tools to create seamless, intuitive, and personalised banking journeys. Championing and empowering customers and colleagues!

Emily Hilman

London Borough of Camden Performance and Improvement Manager

Emily has worked for the London Borough of Camden for over 6 years and moved from Performance Officer to Performance and Improvement Manager.

Hannah Ratcliffe-Barnes

HSBC Social Media Lead

I lead Social Media Servicing at HSBC UK, where I've spent the past two years transforming how we connect with customers in this space, to include Trustpilot, App reviews, X and Facebook. My background spans reputation management, communications, and customer experience with a keen focus on relationship building.

I'm passionate about authenticity - in leadership, communication, and in how we show up for customers.

Tom Barker

Jungle IT Client Relationship Manager

Tom Barker has over 20 years in Telecoms and IT, building lasting client relationships and driving innovation. At Jungle IT, he partners with key clients to shape and deliver IT strategy. Passionate about collaboration, he creates events and connections that add value, spark ideas, and support shared success.

Malory Beaham-Powell

WeWork Senior Manager, SaaS Customer Success

Laura Franklin

West Sussex County Council Customer Service Centre Manager

My role of a strategic leader in local government is dedicated to transforming the customer experience through innovation, empathy and operational excellence. Within the organisation I am responsible for the Blue Badge Service, our corporate Receptions and the Customer Service Centre.

With a proven track record in public sector service delivery, I have led major initiatives to redesign the customer journey—making services more accessible, responsive, and inclusive for our customers, achieving a 61% operational cost reduction to the organisation all by empowering our people. Following the insource of services into Customer Experience, I led a people-centred transformation—rebuilding team culture, strengthening engagement, and aligning our ways of working with industry best practices resulting in fully integrated, cohesive services and a 90%+ rate of customer satisfaction.

Recognising the evolving needs of digital innovation, I am strategically leading on the implementation of digital channels at our front door. Looking at AI and digital technologies to streamline processes both for our staff and customers, personalise engagement, and enhance service outcomes. My focus is to bridge the gap between traditional public service values and utilise the opportunities of digital innovation whist ensuring that technology serves people, not the other way around.

Bogdan Grigorescu

Direct Line Group Sr Technical Lead

Josh Lambert

Vanguard Product Lead

Joshua Lambert is a Product Lead at Vanguard and has a proven track record of driving digital innovation and strategy for the financial services industry. He specialises in product and proposition development, channel management, and embedding the product operating model, all in service of delivering world-class client experiences to new and existing clients. Before joining Vanguard, Joshua spent over eight years at HSBC.

Anshul Garg

Maersk Senior Data Product Owner

Over 15 years of diversified experience across retail, marketplaces, telecom, and supply chain logistics. Specializing in Data & Analytics, data product management, and the application of ML and AI for business operations.

Mark Briers

Qualtrics XM Solutions Strategist

Mark Briers is an XM Solutions Strategist at Qualtrics, where he designs and delivers programmes delivering value for B2B and B2C customers in all verticals. Mark is an established leader in CX and loves developing innovative omni channel solutions that enable CX transformation. Prior to working at Qualtrics, Mark worked for BT Enterprise leading their customer experience strategy, and before that, he held senior positions in various commercial and marketing roles in the telecoms sector including, du, Cable & Wireless and 02.

Danny Starr

Global Product Lead, CX

Danny Starr leads the Customer Experience product squad for Global Player and the new LBC app at Global Media & Entertainment, home to some of the UK’s most popular digital audio brands. Global Player consistently ranks among the top music apps on the Apple App Store, serving millions of listeners across radio, podcasts, and playlists. The newly launched LBC app empowers users to personalise their news experience, offering custom feeds, live radio with pause and rewind, and exclusive opinion content from leading UK and global voices.

With a background in neuroscience and data science from his university studies, and a parallel career as an internationally recognised recording artist and songwriter, Danny brings a rare mix of analytical thinking and creative storytelling to his work. At the Engage Customer Engagement Summit, he’ll share how his team uses behavioural insights to craft one-of-a-kind fan experiences that drive deeper connection and loyalty.

Aswin Peter

Centrica Senior Product Lead - Customer Experience and Product Strategy

Aswin Peter is a senior product and customer experience leader with global experience across the UK and US markets. Aswin leads customer experience and digital product strategy at British gas , delivering innnovation,insight led products that drive measurable impact for over 12 million customers in UK. Aswin has led award winning transformation inititives that have redefined customer experience across complex,regulated industries.