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-

Claire Deekes

Cumberland Building Society Chief Customer Officer

Claire is Chief Customer Officer (CCO) at The Cumberland and is responsible for ensuring the business provides a differentiated and exceptional customer experience. She is accountable for overall customer acquisition and retention, having responsibility for the branch network, the direct and introduced lending functions, product development, marketing, first line risk, Cumberland Commercial and Borderway Finance.

Claire is a member of the Chartered Institute of Bankers with over 30 years of experience in the retail banking sector. Prior to moving into the role of CCO, she had held the role of Head of Retail Distribution. Claire moved to the Society from Virgin Money where she was Head of Stores and Lounges, and prior to this enjoyed success in several senior manager roles within Lloyds Banking Group.

Rhea Fox

Absolute Collagen Chief Marketing Officer

Highly commercial digital and marketing director with extensive experience in omnichannel ecommerce, in PLC and private equity environments. Cuts through noise to focus on what genuinely moves revenue, aligning customer strategy, commercial priorities and execution. Builds and leads vibrant high-performance, multi-disciplinary marketing and digital teams at pace and brings board-level influence / matrix leadership. Regular industry speaker on digital transformation, marketing effectiveness and customer strategy. London-based.

Jo Harris

Quilter Chief Customer Officer

Jo Harris is Chief Customer Officer at Quilter and has more than 30 years' experience across banking and wealth management. Passionate about closing the advice gap, she is dedicated to helping more people achieve a brighter financial future through access to quality financial guidance, advice and support. Having led large-scale customer, operational, commercial and distribution teams across Lloyds Banking Group and NatWest prior to Quilter, Jo has built her career around transforming customer experiences to deliver better customer outcomes and sustainable commercial growth. At Quilter, she leads the firm's Customer Champion strategy.

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.

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.

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.

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.

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.

Aida Huggins

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.

Jasper Krog

Gebr. Heinemann Head of Marketing Strategy & Insights

Jasper Krog is Head of Marketing Strategy & Insights at Gebr. Heinemann, where he built and leads a global team driving strategy, customer insights, social media, and AI-first marketing across the GH Group. He is spearheading the organization's shift toward data-driven, AI-enhanced marketing from unified performance frameworks to motive-based customer understanding.

With over 17 years in digital consumer marketing, Jasper has held senior leadership roles at stock-listed companies and industry-leading agencies, including Beiersdorf, Axel Springer, and Edelman.

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.

Lori-Ann Tracey-Nicely

Specsavers Customer Service Director

Mrs. Lori-Ann Tracey-Nicely is an experienced Customer Service Director with a diverse professional background spanning customer service, assessment, optical management, and the civil service. Throughout her career, she has developed a strong reputation for creating customer-focused strategies that build trust, loyalty, and long-term relationships.

Driven by a genuine passion for delivering exceptional customer experiences, Lori-Ann has successfully run a thriving hearcare business, demonstrating her ability to combine commercial success with outstanding service. She believes that excellent customer service is the foundation of customer retention and sustainable business growth.

Holding a BSc in Criminology and Sociology, Lori-Ann brings a unique perspective on understanding people, behaviour, and communication, enabling her to connect with customers and teams alike. At this conference, she will share practical insights and proven approaches to retaining customers, inspiring delegates to strengthen customer relationships through service excellence.

Julie Su

Global Customer Experience and Digital Strategy Leader

Julie is a global customer experience and digital strategy leader with over eight years’ experience across customer experience, eCommerce, product strategy and analytics. At Nissan, she has led customer journey and eCommerce initiatives across global markets, using customer insight, behavioural analytics and experimentation to shape strategy and improve digital experiences.

Julie is particularly passionate about connecting data with customer behaviour, turning complex insights into practical actions that improve both customer experience and business performance.

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.

Joanna Reynolds

Former Customer Experience Director at Beauty Pie

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.

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.

Tayla Vanriel

Compare the Market CRM Operations Specialist

Tayla has worked across various industries of CRM. She kicked off her CRM career in the world of grocery with Waitrose, before moving into the world of Media at BBC Studios and now manages various campaigns in the Financial Services industry with Compare the Market. She brings a wealth of strategy planning and technical experience to the table and is always open to a discussion!

Themba Sweet

Virgin Media O2 Head of Product: Digital Care

Head of Product, passionate about agile software development, I take every opportunity to implement agile methodologies in whichever position I find myself in. I am especially evangelical about Scrum and Kanban.
I've led teams of Products Owners, coached dev teams while a Scrum Master, as well as coached senior management in Product delivery.
My education includes 3x Certified Scrum Product Owner, a Professional Scrum Master qualification, Leading Self Organising Teams, as well as Visualisation Techniques for Agile Teams, and most recently, Human-Centred Design.
I'm passionate about furthering my own education, and will aim to do more coaching, as well as getting more involved in the Product community in London.

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

A 2 x British Data Awards Winner and 3 x Tableau Ambassador. Danny has over 15 years experience in Data, AI and Data Strategy. Focusing on Adoption and Enablement he builds and nurtures data and AI communities through events, training, enablement programmes, and gamified learning experiences designed to accelerate adoption, build momentum, deepen capability across the organisation and ultimately drive real tangible outcomes.

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

Andrew leads subscription management and retention at the Financial Times, where he is responsible for maximising customer lifetime value through customer-first subscription experiences.

His work combines AI-powered decision-making, behavioural science and customer insight to create more personalised and seamless experiences, making it easier for subscribers to realise value from their subscription and stay with the FT.

Passionate about trust, transparency and long-term customer relationships, Andrew is reshaping subscription management from an operational function into a strategic capability that builds lasting loyalty while driving sustainable commercial growth.

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.

Francesca Woodhouse

Edelman Managing Director - UK Workplace Advisory

Francesca is Edelman ‘s UK Workplace Advisory Lead. She has worked across the entire communications spectrum in a career spanning two decades but has developed specialisms in change communications and culture transformation work.

Passionate about supporting people in a positive way through change, Francesca has advised some of the world's largest businesses on major digital transformations, team restructures, employer brand and diversity, equity, inclusion and belonging to name but a few.

Francesca’s background is varied, which she believes helps in her work to bring people together, provide compelling workplace and employee experiences and solving complex situations for some of the world’s biggest businesses.

Francesca is a dual national and speaks French, German and Italian.

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.

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

Dr. Hady Khalaf has built a career around one idea: challenging the status quo and turning transformation into a business routine, not a one-off project, for leaders and companies who want to stand out in a world of constant flux.

He brings international experience in capability development and large-scale transformation, having led projects that reinvented customer relationships, drove category growth, upskilled teams, built leadership and organisational readiness, and used technology to accelerate growth and innovation across customer contexts ranging from the most fragmented to the most consolidated.

Hady believes in continuous education, and has led a career enabled by learning that came at the right moment rather than ahead of it. A doctorate in business, focused on strategic alliances and trust-based partnerships in B2B models, came while he was leading go-to-market transformation. An advanced diploma in leadership coaching from Cambridge followed once he recognised transformation is a leadership and culture shift as much as a technology one. Now, as AI reshapes the world of work, he’s completing a postgraduate diploma in AI for Business at Oxford’s Saïd Business School equipping him to help leaders define the future of work and lead AI transformation with the same conviction: where value creation centers around the customer, human relationships make the difference, and AI brings the augmentation.

Working with Hady means a partner who turns transformation from a project into a capability , pairing commercial acumen with creativity and a provocative, human-centric edge to build the leadership, culture and AI readiness that grow the business and the people behind it.

Drew Harvey

Price Forbes Chief Client Officer

As Chief Client Officer at Price Forbes, Drew Harvey is responsible for championing a client-centric culture across the business. He works closely with colleagues, partners and clients around the world to drive growth, strengthen relationships and turn strategy into action. Passionate about collaboration and innovation, Drew enjoys connecting people, championing new ideas and creating long-term value for clients.

Nicole Sharp

Soverign Network Group Chief Customer Officer

Nicole is SNG's Chief Customer Officer and she leads all customer facing services including safeguarding, and on compliance with consumer regulation.

Prior to her appointment at SNG Nicole was Chief Customer Officer at Sovereign which she joined in 1998 and has led a range of operational and customer-service teams and major projects across property, housing and landlord services.

She brings extensive experience of the social housing sector and a passion for developing a forward-thinking customer/resident-centric culture.

Rebecca Trebble

Gridserve Chief Customer Officer

Rebecca Trebble is Chief Customer Officer at GRIDSERVE, where she leads customer experience, commercial performance, pricing, brand, and operational excellence across one of the UK's largest electric vehicle charging networks. Rebecca is passionate about making EV charging faster, simpler, and more reliable for drivers, helping accelerate the transition to sustainable transport. With extensive experience in customer, commercial, and operational leadership, she focuses on turning customer insight into business growth and delivering exceptional experiences at scale.

Rachel Aldighieri

DMA CEO

I’m CEO at the DMA, the UK’s trade association for data-driven, customer-first marketing.

In the time I've been at the DMA I’ve seen the data and marketing industry change dramatically. From the early challenges around responsible data use, through to today’s conversations around AI, creativity, customer trust and effectiveness. In that time, the same question keeps coming back: how do we use data in a way that drives growth while genuinely putting people first?

That is the work we do at the DMA.

We bring together brands, agencies, tech companies, marketers, educators and policy makers to raise standards across the industry. Through our membership, training, qualifications, events, research, policy work, communities and the DMA Code, we help marketers build capability, navigate change, and use data responsibly to drive business growth.

My role is to set the vision for the DMA and make sure we continue to champion the things that matter most: responsible and innovative data use, customer trust, creativity, professional development and the commercial value of marketing.

That means one day, we can be speaking to the government about data protection. And the next we can be showcasing the value of creativity, supporting the next generation of marketers, or helping businesses prove the impact of their marketing.

I believe marketing is at its best when it combines commercial effectiveness with customer trust. That is what the DMA exists to support.

John Porteous FCSI CFP FPFS IMC

Raymond James Wealth Management Managing Director, Central Financial Services & Chief Client Officer

John Porteous FCSI CFP FPFS IMC
Managing Director, Central Financial Services & Chief Client Officer, Raymond James Wealth Management.

John Porteous has over 30 years’ experience in Wealth Management, having held senior executive roles across Financial Planning, Investment Management, Proposition and Digital. He joined Charles Stanley in 2019 as Head of Distribution and now serves as Managing Director of Central Financial Services and Chief Client Officer at Raymond James Wealth Management.

A regular speaker at key industry events, John has also held several influential positions within professional bodies, including Chairman of the Society of Financial Advisers, Director of the Institute of Financial Planning, and Council Member/Director of APFA.

As part of his current role, John has executive responsibility for oversight of Consumer Duty strategy at Raymond James Wealth Management.

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 in the UK Director, CX

Matthew is a director within Ipsos’s Customer Experience service line. He has specialised in CX research for over 15 years, and market research for more than 25 years. He has been the research director on four waves of our flagship programme of CX consumer research, the UK CX Report, carried out in partnership with Engage Business Media. In his day job, he is a specialist in B2B clients and audiences, working for clients across many industries.

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.

Dr Nicola Millard

BT Principal Innovation Partner

Once described as “human caffeine” on social media, Dr Nicola Millard injects a people-centred expresso shot to innovation and future strategy. In her long and varied career Nicola has done many jobs, including futurology, research, usability, customer service, marketing, and business consulting. She was
involved with some innovation firsts, including the first application of artificial intelligence into BT’s call centres, BT’s experiments with home working, and helping to develop BT’s “net easy” customer score.

Nicola got her PhD on motivation & technology acceptance from Lancaster University
in 2005, has authored over 50 publications – including 1 book and numerous book chapters – and is a mentor on Cambridge Judge Business School’s Masters programme on innovation & entrepreneurship. She is a judge on a number of award panels including the European Contact Centre & Customer Service awards.

Nicola is an award-winning presenter, with 2 TEDx talks and hundreds of conference panel, chair, and keynote sessions under her belt. She occasionally pops up on radio and TV around the world, including appearances on ‘Woman’s Hour’, ‘Tech Tent’, ‘The Media Show’, ‘The Genius of Invention’ and ‘Back in Time for the Weekend’ for the BBC.

Ashwin Peter

Brtish Gas Senior Product Lead - Customer Experience & Product Strategy | Payments & Open Banking Innovation

I am a product leader who is passionate about building innovative game changing products to deliver value through customer centric solutions. I have over decade of global experience driving short & long term strategic goals through building products that solves customer's core problems.

I am analytical at heart and believe data drives product decisions . I am hyper focused on key metrics. Entrepreneurial by nature, I thrive under pressure and building products excite me. Highly resourceful with great influencing skills and with proven ability to lead diverse teams across geographies.

I have a Bachelor’s degree in Engineering and an M.B.A from McCombs School of Business, University of Texas - Austin

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.

Laura Canellas

Sky Director of CSG Strategy

Versatile and accomplished senior executive with 20 years of experience spanning IT operations, customer-facing roles, and internal transformation. Proven track record in managing and transforming large-scale IT and telecom operations, with deep expertise in contract negotiation and execution across multiple continents, technologies, and vendors, with contracts valued at hundreds of millions annually.

A skilled general manager, chief of staff, and COO, I bring a wealth of financial acumen, HR experience, and strategic insight to every role. My unique blend of deep technical knowledge in IT and telecommunications, coupled with extensive experience in IT strategy, operations strategy, and consulting, allows me to drive significant change and deliver impactful results.

The constant thread in my career is a passion for transformation. I excel in improving and optimizing teams and solutions, whether leading from the customer front lines or driving internal change. My ability to seamlessly pivot between external and internal roles enables me to tackle diverse challenges and consistently deliver strategic success.

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

Kate Philpot is Vice President of Global Sales Enablement at Getty Images, where she leads a global team responsible for onboarding, training and coaching over 550 sales and customer service professionals across three regions. Over more than a decade at Getty Images, Kate has built the sales methodologies, coaching frameworks and go-to-market approaches that shape how the business's frontline teams engage customers — from storytelling and negotiation training to a company-wide coaching practice built on customer call reviews. She has led major initiatives to professionalise customer-facing skills at scale, including business-wide sales methodology rollouts, role-playing-based training programmes, and the systems and content that keep hundreds of reps equipped to build stronger customer relationships. Kate sits on the Board of Central School of Ballet, is a qualified ICF coach, and speaks internationally on sales enablement, commercial transformation and inclusive leadership.

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

A strategic leader specialising in the future of work, market intelligence and business transformation, working across both EMEA and global strategic initiatives. She helps organisations navigate changing customer expectations by translating market insight, customer needs and emerging technology trends into practical strategies that drive growth and strengthen competitive positioning.

Passionate about the intersection of AI, customer engagement and workplace innovation, Lisa works with industry analysts, business leaders and global teams to understand how technology is reshaping the way organisations buy, work and engage with customers. She is particularly interested in how independent market insight, and external validation can help organisations build credibility, differentiate in increasingly competitive markets and create compelling customer experiences.

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.

David Walker

OVO Head of CRM

David Walker is Head of CRM at OVO Energy, where he leads customer relationship and lifecycle marketing across a multi-million consumer base.

He has spent his career building CRM as a commercial function rather than a communications one — designing lifecycle programmes that measurably shift retention, cost-to-serve and customer value, and holding them to a commercial number rather than an engagement metric.

His recent work has focused on embedding AI into lifecycle marketing operations, cutting time to market whilst increasing the volume and precision of customer contact.

Alongside energy, David has held senior CRM and growth roles in media B2C subscription businesses.

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 Private Bank Client Experience Lead

Stefan Witteman helps financial institutions turn customer insight into measurable business outcomes. He is a customer experience and customer intelligence leader working across private banking, financial services and digitally led organisations.
At HSBC Private Bank, he contributes to client experience strategy across six international markets, leading Voice of the Customer initiatives and redesigning advisory, payments and onboarding journeys that contributed to a nine-point improvement in relationship NPS.

Throughout his career, Stefan has led customer experience, CRM and transformation programmes spanning more than 20 international markets. Earlier in his career, he helped establish an organisation’s first customer experience function and enterprise-wide Voice of the Customer programme, delivering a four-point improvement in NPS and a 20% increase in active users. His experience includes leadership roles across HSBC, Barclays, ABN AMRO, Kindred Group and Entain.

Stefan is particularly interested in customer intelligence, behavioural science and responsible AI, and how they can help organisations create more relevant, human experiences. He serves as a judge for the UK Customer Experience Awards and holds a Master’s degree in Marketing together with CCXP, CXAD and Lean Six Sigma Green Belt certifications.

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.

Matthew Harwood

Natwest Head of Customer Communications

Matthew Harwood leads the Marketing Technology at NatWest Group. He is responsible for the strategy and evolution of marketing technology and AI-enabled content capabilities, with a particular focus on how agentic AI can transform customer engagement and business outcomes.

Nicole Fletcher-Hunt

NatWest Boxed Head of Operational Readiness

Nicole Fletcher-Hunt has a proven track record of leading high-performing teams and delivering significant improvements to customer satisfaction. As Head of Operational Readiness at NatWest Boxed, she focuses on scaling operations to ensure embedded finance solutions drive measurable, long-term client value. Known for her relentless focus on the end-user journey, Nicole shares actionable insights on how operational excellence and personalised engagement strategies build retention and maximise customer lifetime value.

Emma Greenwood

Lloyds Banking Group Head of Personal Banking Strategy & Conversational Banking

Emma Greenwood is a senior digital and transformation leader at Lloyds Banking Group, with nearly 27 years’ experience spanning technology, digital, products, propositions and customer channels.

Emma leads strategy and delivery across both digital and advisor-assisted servicing within Personal Banking, with a particular focus on conversational banking, AI enabled engagement and proactive service models. She has extensive experience designing and running large scale customer contact and servicing environments, and in translating data and AI capability into tangible improvements in customer experience, operational efficiency and trust.

Her work centres on moving beyond traditional “wait and respond” service models towards more pre emptive, insight led engagement — identifying friction and risk early, orchestrating journeys across channels, and delivering timely support that feels relevant rather than intrusive.

Emma has played a key role in some of Lloyds Banking Group’s most complex transformation programmes and is passionate about using technology to simplify banking, strengthen customer relationships and support colleagues to deliver better outcomes at scale.

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.

Michelle Monck

Redwood Bank Director of Marketing

Michelle Monck is Director of Marketing at Redwood Bank, a specialist business bank launched eight years ago to challenge mainstream lenders and better serve the UK’s underserved SME market. Based in Letchworth and Warrington, Redwood combines relationship banking with modern technology and achieved profitability within three years, one of the fastest results for a start up bank.

Michelle leads marketing strategy and manages relationships across the existing lending customer portfolio, with a focus on driving growth and increasing lifetime value through targeted marketing and brand building on a budget.

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 Director of Experience and Enablement

Adam Powers is a customer experience and design leader with over 25 years’ experience shaping digital products, services and organisations. He has built multidisciplinary teams, transformed customer experiences and championed human-centred design for some of the world’s leading brands and businesses.

Jessica Ham

National Grid Head of Customer Experience

Jessica Ham is an experienced Customer Contact 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 3 years and in 2026 was recognised as one of the Top 50 CX leaders to follow in 2026.

Joe Fraser

NHS Head of Healthcare Inequalities, Prevention & Personalisation

Joe Fraser is a healthcare leader specialising in personalised care, quality improvement and tackling healthcare inequalities across London. He plays a key role in regional programmes that strengthen how people manage their own health and wellbeing, working across NHS England London and integrated care systems. Joe’s background includes senior leadership and transformation roles, partnership working with primary care and neighbourhood teams, and experience in business analysis and social innovation. He also holds an MA in Creative Writing from Royal Holloway, University of London.

James Vukashin

phs Group Head of Commercial Operations

James Vukashin is Head of Commercial Operations at phs Group. With a strong background in commercial leadership, business improvement, and operational performance, he focuses on delivering sustainable growth and enhancing customer experience. James is CMI Level 7 qualified and passionate about developing high-performing teams and commercial excellence.

Laurent Lemberger

Nuvei Head of Customer Experience

I help organisations simplify, scale and succeed through clearer purpose, smart processes, optimised operating models, agile empowered teams and embedding a culture of Continuous Improvement.

Ambitious, inspiring, analytical and curious, I specialise in designing and embedding smarter, faster, more effective ways of working across complex organisations. The result – happier returning customers, motivated teams and bottom line improved performance.

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.

Mo Nuur

E.ON Next Head of Customer Product

Experienced digital leader with 15+ years in building and scaling B2C products across energy, e-commerce and technology sectors. I specialise in developing and leading high-performing digital product teams and delivering digital experiences that drive measurable business outcomes, reducing churn, improving customer satisfaction and increasing operational efficiency through self-serve and automation.I have a proven track record of partnering with Director & C-level stakeholders to shape and execute digital strategies that align commercial performance with customer experience. My leadership approach blends strategic clarity with a strong bias for execution, empowering teams to move fast, learn quickly and deliver at scale.Core strengths: digital product leadership, customer experience, commercial strategy and scalable digital delivery.

Jo Hetherington

Higher Ed Partners Director of Transformation

Joanna Hetherington is the Director of Transformation at Higher Ed Partners (HEP), the UK's leading university partnership organisation, supporting more than 170 postgraduate degree programmes that help transform lives and create new career opportunities through education.

With over 20 years of experience leading transformation across customer operations, technology, and service delivery in multiple industry verticals , Joanna specialises in driving large-scale business change that enables sustainable growth, operational excellence, and exceptional customer experiences. Her expertise spans digital transformation, CRM and systems integration, contact centre optimisation, customer engagement, and technology-enabled operating models across both UK and global organisations.

In the rapidly evolving education technology landscape, Joanna is focused on helping organisations balance growth, student expectations, and operational efficiency through data-driven transformation. She has a proven track record of delivering customer-centric strategies that modernise service delivery, improve experiences, and unlock organisational value through intelligent automation and digital innovation.

Passionate about the role technology plays in widening access to education, Joanna champions human-centred transformation approaches to create lasting impact for students, partners, and stakeholders while delivering measurable business outcomes.

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.
I’m known for:
• Building insight teams from scratch (the fun, slightly chaotic kind of scratch)
• Turning “we’ve got dashboards” into “we actually understand what we’re doing now”
• Creating KPI frameworks that don’t require a translator, decoder ring or séance
• Reducing burnout by building calmer, more humane ways of working
• Carrying far too much workload with a smile until someone tells me to stop
• Using humour to deliver hard truths without anyone crying (including me)

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.

Wil Harris

SpaMedica Chief Transformation & Technology Officer

Wil brings with him extensive experience in leading technology, transformation and continuous improvement across complex organisations.
As Chief Transformation Officer, Wil is responsible for driving SpaMedica’s transformation agenda, ensuring our systems, processes and ways of working support safe, efficient and high-quality care for our patients.
Furthermore, Wil leads our technology and information governance approach, focusing on making systems easier to use, introducing practical new tools, protecting information, and enabling colleagues to work more effectively together. Through connecting people, processes and technology, Wil plays a key role in preparing SpaMedica for the future while supporting colleagues to deliver their best work every day.

Claire Walsh

HM Revenue & Customs Customer Experience Director

Claire Walsh is the Director for the Customer Experience Directorate within HMRC. She works to the Departments' very first Chief Customer Officer, Myrtle Lloyd, signalling greater customer centricity and our commitment to delivering an excellent and consistent experience for our customers.

Claire works to ensure HMRC delivers its customer and channel strategies, improving customer experience at every touchpoint. This will include driving forward important initiatives across the enterprise and embodying the HMRC Charter, such as:
• Improving customer guidance via customer data and insight as well as holistic views of the customer’s end-to-end journey.
• Helping to ensure our customers are better informed about their tax and customs responsibilities so that they comply with their obligations at the right time.
• Becoming digital 1st including coaching our customers to use our new digital services, such as the HMRC app.

Claire first joined the Civil Service as a fast streamer in 1996 and has spent most of her career within HMRC, and its predecessor, Inland Revenue. Over that time, she has held numerous policy positions and spent four years working on designs and industry readiness for EU Exit.

Janette Pincott

Thames Water Head of Change & Contact Centre Support

Janette Pincott is the Head of Change & Contact Centre Support within Thames Water's Customer Experience Transformation function. She leads the Change Management, Business Readiness, Knowledge Management and Quality Assurance teams, helping to ensure that transformation initiatives are successfully delivered, adopted and embedded across the Retail business. In this senior leadership role, Janette is responsible for driving strategic change, operational excellence and customer-focused improvements, ensuring colleagues have the knowledge, tools and support they need to deliver outstanding customer experiences. With a strong focus on continuous improvement, governance and people-led change, she works across the organisation to translate complex transformation programmes into meaningful outcomes for customers, frontline teams and the business.

Jo Foxall

Transport for Wales Customer Experience Director

I am an enthusiastic and empathic leader, driven by leading, developing, and motivating an empowered team that delivers excellence in customer experience, innovative solutions, and value to the customer. I am a strong communications and customer experience professional who has developed into a business leader for a number of organisations delivering public services across Wales.

I am passionate in the areas of communications, customer experience, leadership and gender equality and have attracted personal recognition and awards in these areas; Institute of Directors (IoD) Wales, Young Director of the Year 2019, Welsh Transport Awards, Woman in Transport of the Year 2020, Welsh Women’s Awards, Managing Director of the Year 2022) CXMA UK Inspire 100 inspirational CX leaders 2024, Silver Award for Senior CX Leader of the Year at the Cnect Wales Contact Centre awards 2024, as well as several organisational awards for marketing and customer service at the Welsh Marketing and Welsh Contact Centre Awards.

Customer champion, strong communicator, organised, focused and a perpetual list maker. As a mum of twins, I have to be!

Meera Nayyar

UK Civil Service Head of Insights

I work across government, private and third sector to enable the publication of open data and help clients tell a great story, internally and externally, using data.

This starts with the strategy/policy/manifestos and having a clear vision, missions and aims. It continues with reporting/tracking and data driven communications.

The combination of multiple data sources paired with qualitative insights is probably one of the most effective evaluation and story telling tools we have in a communications toolkit.

Campaigns covered include Armed Forces Continuous Attitude Survey, Check Challenge Appeal, Find My Business Rates and Transport Open Data.

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

As Head of Propositions & Customer Experience at Allianz UK, Fleur is responsible for shaping and delivering customer-led offering for commercial customers and brokers. Passionate about customer-centric decision-making and change, she focuses on using research and insight to drive innovation and continuous improvement, delivering better outcomes for customers and the business.

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.

Viviane Gabriel

Philip Morris International Director Consumer Experience

Viviane Gabriel is an experienced business leader with 25+ years of expertise spanning customer experience, marketing, digital transformation and commercial strategy across multiple European markets. As Director of Consumer Experience at Philip Morris UK, she is spearheading the adoption of AI-driven solutions shaping the future of consumer experience. She is passionate about empowering people, cultivating talent, and creating environments where individuals can thrive and contribute to transformational growth.

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

Prashant Parekh is Head of Customer Care, leading customer service transformation, operational excellence, and customer experience initiatives. With extensive experience in customer engagement, contact centres, and digital innovation, he is passionate about combining people, process, and technology to deliver exceptional customer outcomes and build lasting customer loyalty.

Rachael Carliss

Wio Bank Customer Experience Leadership

I am a multi-Award winning, versatile, customer obsessed, enthusiastic and proactive leader of people possessing a wealth of commercial skills and knowledge acquired across a range of demanding roles. I have delivered many customer experience and business process improvements covering many sectors and 5-star brands, including Fintech, eCommerce, Telecoms, Health & Lifestyle, Cargo and Logistics and the Travel industry (Airlines, Trains and Online Travel). I have operated with high degrees of cross-country stakeholder communication and coordination. I possess a sharp ability to work through organizational politics and to simply get the job done. Positive international working relationships have been developed at all levels from Frontline to VP and C-level, whilst managing projects and customer service teams across regions as diverse as Russia, the Middle East, the USA, Europe, India, Asia and South Africa. I am a change agent and demonstrate high levels of motivation. I am extremely professional yet fun to work with, and thrive in innovative, creative and fast-paced environments.

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

I bring over five years of CX leadership across corporate and startup environments, with a proven track record of establishing new CX functions and customer experience strategies from scratch within primarily the B2B space. Skilled in CX journey mapping, insight feedback loops, and stakeholder engagement, I drive business value by bridging strategy and customer sentiment. I am super passionate about being in, and contributing to building organizations where the customer is at the center of every business decision, embedding a true "customer-first" mindset into daily and operational organisation DNA.

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 a multi‑award‑winning customer experience consultant, strategist, international keynote speaker, and industry judge, with 25 years of hands‑on leadership across financial services and the public sector.

Recognised among the Top 50 Women Shaping the Future of Customer Experience in 2024, a finalist for Women in CX Leader of the Year 2025, recognised amongst top 50 incredible people shaping CX in 2025 and recently recognised amongst top 50 CX leaders 2026 to follow, Sabina has built a reputation as a catalyst for transformative, people‑centric service delivery.

A passionate coach and mentor, Sabina brings creativity, operational rigor, and a genuine desire to exceed expectations. As the role of the manager is changing, Sabina recently launched The Future Ready Manager Masterclass series to help empower operational leaders to use AI effectively while strengthening empathy, ethics, and leadership. And has written an eBook titled “Coaching Mid-level Managers in an AI-Augment World”. Her ethos bridges technology and compassion, making her a standout voice in ethics‑driven CX.

Currently serving as Head Customer Services for the Barking and Dagenham Council, Sabina has led major operational transformations. Her major achievement involved implementing an inclusive speech analytics and AI platform. This innovation dramatically improved support for vulnerable residents, enabling the council to proactively identify individuals in need, respond with empathy and urgency, and enhance overall accessibility. This innovation won bronze at the esteemed European Contact Centre & Customer Services award in 2025 and Gold at the Smarter Working Live Awards in 2024. Sabina’s leadership is defined by combining digital innovation with deep human insight.

She successfully transitioned her service teams from traditional office‑based setups to fully remote, cloud‑enabled operations, while embedding psychological safety, fostering motivation, and empowering employees to elevate customer interactions.

Dan O'Sullivan

London Borough of Hackney Transforming Customer Experience. Empowering Communities. Delivering Public Value.

Dan O'Sullivan is an award-winning customer engagement and transformation leader specialising in service transformation, commercial innovation and inclusive economic growth. He leads Hackney Council's Markets, Shop Fronts & Street Trading Service, where he has overseen a transformation that has generated millions of pounds in economic and commercial value, supported thousands of businesses, created nationally recognised digital services and built one of the UK's most recognised and awarded local government teams.

Dan's work has received consistent national recognition for customer engagement, service innovation, commercial transformation and leadership, including three Engage Awards, reflecting both the impact of his work and his commitment to creating better outcomes for customers, communities and public services. His work has also been recognised by the Local Government Chronicle, the National Association of British Market Authorities (NABMA) and the National Market Traders Federation (NMTF) for excellence in leadership, innovation, economic development and public service.

Beyond Hackney, Daniel advises HM Treasury, the Department for Business and Trade, the Mayor of London's Markets Board, the National Association of British Market Authorities (NABMA) and local authorities across the UK on customer engagement, regulatory reform, digital transformation and place-based economic development. Bridging local delivery with national policy, he helps shape how governments, councils and organisations think about customer engagement, commercial innovation and inclusive economic growth, while supporting public services to improve outcomes for residents, businesses and communities.

An invited speaker at the 2026 Engage Customer Summit, Daniel believes the future of customer engagement lies in combining commercial thinking with public purpose, demonstrating that organisations create their greatest impact when customer experience, innovation and social value are designed together rather than treated as competing priorities. His work shows how organisations can combine innovation, data, empowered teams and human-centred design to deliver customer experiences that rival the very best private sector organisations while creating lasting social, economic and commercial impact.

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.

Phil Ward

Cumberland Building Society Head of Brand & Marketing

Phillip Ward is a senior marketing and brand leader with more than 20 years’ experience across financial services, with a particular passion for customer-led growth, brand transformation and building trust in a changing world. As Head of Brand & Marketing at Cumberland Building Society, Phillip is leading the evolution of a distinctive, purpose-led brand while helping the organisation transform how it engages with customers, colleagues and the communities it serves. Having previously held senior marketing roles at both Cumberland and Nottingham Building Society, he brings a practical perspective on the challenges of putting customers at the heart of business strategy – from building genuine customer trust and loyalty to turning purpose and brand promise into experiences that make a difference.

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

Customer Experience Lead at Close Brothers Savings - Leading on data-led customer experience analysis, voice of the customer and specialist in vulnerable customer experience and support.

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 Consultant, Durham University

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

Steve believes the true test of customer experience isn't speed, convenience or digital journeys- it's what happens when a customer is confused, scared, vulnerable, frustrated or running out of options.

As Customer Strategy Director at TLT LLP, Steve owns the end-to-end customer journey, leading customer contact, complaints, service assurance and transformation programmes supporting major financial institutions. His work sits at the intersection of customer experience, vulnerability, regulation and AI, helping organisations deliver better outcomes while navigating increasingly complex customer and regulatory expectations.

Steve specialises in transforming customer operations in highly regulated environments, where trust has become an organisation's most valuable asset. He believes customer issues and complaints are more than problems to solve - they are some of the richest sources of insight for improving products, services and customer experiences.

His experience spans financial services, legal services and critical national infrastructure. At Nominet, the organisation responsible for operating the .UK domain registry, Steve led customer-facing operations including product support, abuse prevention and domain dispute resolution—helping protect one of the UK's most critical digital assets while balancing security, customer outcomes and public trust. Earlier in his career at Ecotricity, he helped demonstrate how purpose-led businesses can deliver both commercial success and meaningful societal impact.
Today, Steve speaks on the future of customer experience in regulated industries, responsible AI, and why the organisations that earn the greatest trust will be those that use technology to become more human, not less.

His ambition is simple: to build organisations that leave every customer in a better position than they found them.

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.

David Goldsworth

Aqualisa Products Limited Director of Customer Experience

Senior Customer Service and Experience (CX) professional, specialist in building high-performing customer functions within regulated, loyalty driven businesses. A breadth of experience in consultancy, interim and permanent positions across sectors including finance, telecoms and automotive.

My career has centred around service transformations driving loyalty and subscriptions with strong ROI for renowned brands including BT, Virgin Media, Aviva, and fast-paced digitally focused start-ups Motorway.co.uk and Virgin Red.

Emily Viarnaud

Cash Converters UK Operational Project Manager

Emily Viarnaud is the Operational Project Lead at Cash Converters, specialising in continuous improvement, customer experience and organisational transformation. Over the past 20 years she has helped organisations including Nestlé, BT, SSE Telecoms, Costa Express and the British Quality Foundation redesign processes, improve customer journeys and build cultures of continuous improvement.

Emily is passionate about making complex problems simple. Her approach combines data, operational insight and collaboration to help organisations create consistent, customer-focused experiences while empowering the people delivering them. She believes that lasting improvements come not from imposing change, but from engaging teams to challenge existing ways of working and develop better solutions together.

Carl Horn

UpCredit Head of Digital Servicing and Customer Transformation

Carl Horn is a customer-focused digital leader with a strong track record in financial services and collections.

Veatriki Tzannatos

Ex Colgate-Palmolive Consumer/Customer Care & Experience Leader

With a career spanning over two decades in global consumer affairs and customer service operations, Veatriki has built a reputation for transforming customer experience ecosystems and driving operational excellence at scale.

From managing multi-site contact centre operations to leading high-stakes crisis management strategies and award-winning strategic partnerships, she has consistently bridged high-level CX vision with seamless front-line execution across complex global landscapes.

Passionate about the convergence of human empathy and modern technology, Veatriki advocates for HUMAN + AI solutions that empower teams, elevate service quality, and deliver meaningful, personalised engagements.

Because exceptional customer experience isn't just about resolving issues, it's about combining human connection with intelligent technology to build the culture, alignment, and momentum that turn modern customer engagement into a distinct competitive advantage.

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.

Elena Reilly

Entain Senior Manager, Customer Experience Strategy

Elena Reilly is Senior Manager, Customer Experience Strategy at Entain, the gaming and sports betting group behind Ladbrokes, Coral, and BetMGM. Elena designs and delivers Voice of Customer frameworks, CX measurement systems, and customer intelligence platforms that drive measurable improvements in satisfaction, journey performance, and loyalty. She and her team translate complex multi-source data into a single customer truth — processing over 35,000 customer responses per week through AI-powered text analytics that detect vulnerability in real time and drive personalised experiences across 30+ markets. With 10+ years in CX strategy across telecommunications and gaming, Elena brings a blend of quantitative rigour, stakeholder influence, and a consulting-style approach to the question of how large organisations can personalise at scale without losing the human connection.

Sarah Faulkner

Zurich Insurance Head of Digital & Customer Experience

A customer-obsessed and award-winning marketer with a proven-track record of improving brand experience across the customer journey. As an established leader, Sarah is adept at engaging senior stakeholders across multiple business functions. She uses customer-led thinking to achieve business objectives and put customer at the heart of marketing.

Olayinka Sanni

Notting Hill Genesis Customer Journey Manager

Olayinka “Ola” Sanni is a Customer Journey Manager at Notting Hill Genesis, where she leads end-to-end journey improvement across repairs, complaints, enquiries, and rents and bills. She previously stepped into the role of Acting Head of Customer Journeys and Insight, leading customer insight, service design, Voice of the Customer and journey improvement.

Before moving to the UK, Ola served as Director of Customer Experience for a fintech company headquartered in the United States, leading customer experience, insight and journey management across two regions. This combination of senior leadership and hands-on journey transformation gives her both a strategic and practical perspective on what it takes to turn customer insight into action.

With more than 15 years’ experience across housing, fintech, banking, telecommunications and travel, Ola uses customer feedback, operational data and service blueprinting to uncover broken journeys, align teams and prioritise improvements. Her work has delivered measurable results, including stronger customer engagement, reduced service costs and improved operational performance.

Ola is passionate about moving journey mapping beyond documentation and using it as a practical tool for decision-making, accountability and measurable customer and organisational outcomes.

Siobhan Taylor

Good Life Sorted Head of Customer Experience

A Customer Support Leader, with a passion for people and always keen to be part of a community that champions feedback and collaboration.

I take the time to nurture and coach, to develop the best-in-class support teams. Focussing on enhancing the customer experience with care, which ultimately leads to increased customer satisfaction.

“I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
― Maya Angelou 💜

Tom Kirby

Mindvalley Head of Customer Experience

Tom Kirby runs Customer Experience at Mindvalley and has advised AI customer service vendor Siena AI since 2023. He has spent twelve years in customer operations, starting on a contact centre floor and going on to lead CX teams at Huel, Housekeep and Laundrapp. He writes about AI in customer service from both sides of the table

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.

Barry Cooper

Smart Currency Exchange Head of Conversion

Joining the contact centre industry was not something I had planned, but like most unplanned things its one of the best things that could have happened.

Starting my contact centre career as a customer service advisor answering customer calls, I was able to learn a lot about what great service meant not only to me but to my customers, since then I’ve had the pleasure of experiencing all the great things the contact centre industry has to offer.

I was lucky enough to have great mentors and teachers along the way that helped me focus my passion for all things customer and 20+ years later I find myself still working in a industry that I love and have the pleasure of sharing with a great community.

I’ve been working for moneycorp for 6 years and I get to do something that makes me smile everyday, from interactions with our customers, delivering for the business to watching and developing our amazing people.

I know one thing for sure, although I didn’t plan to join the contact centre industry when I started I’ve since learned it’s one the best industries you can be in and I am well and truly in it to stay.

I have great leadership skills and a passion for delivering great customer experience and service at the highest level, whilst meeting the needs of the business and inspiring those around me.

Jade Devine

Bristan Group Ltd Head of Customer Experience

Jade Devine, Head of Customer Experience at Bristan Group Ltd, passionate about creating exceptional customer journeys through people, culture, and continuous improvement. I’m proud to lead an award-winning customer service team, recognised for delivering an employee-driven customer experience that truly puts our customers at the heart of everything we do.
Holding a Customer Experience Advanced Diploma with Distinction, I’m committed to championing customer-centric thinking, improving processes, building strong relationships, and supporting teams to deliver meaningful, lasting results.

Pete Evia-Rhodes

Workspace Group Customer Engagement & Platform Lead

Pete Evia-Rhodes is a customer engagement and retention leader with 20 years’ experience helping global brands and scale-ups attract, engage, retain customers and talent. His career spans CRM, lifecycle marketing, loyalty, digital innovation and award-winning AI-powered personalisation, including work with BT, The Times and Workspace. As an Accredited ADHD Coach, Pete is equally passionate about building inclusive working environments where different thinkers can thrive. He combines technology, data and creativity to turn complex challenges into practical strategies that deliver measurable growth, stronger loyalty and better experiences for customers and colleagues.

Lloyd Buxton

Omilia VP Sales, Northern 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.

Baidurjya DasChaudhuri

Ada Managing Director, EMEA

Baidurjya leads Ada’s strategic operations across EMEA, partnering with enterprise organizations to reimagine and elevate customer experience through AI-powered automation. With deep expertise in scaling tech-driven customer service solutions, he is committed to helping businesses unlock value and drive innovation in their customer care strategies. Based in the UK, Baidurjya's passion lies in harnessing cutting-edge AI to transform how organizations engage with their customers—delivering support that is not only efficient, but deeply human-centric.

Paddy Doran

Hightouch Sr. Solutions Engineer, Enterprise EMEA

Paddy Doran is a Senior Solutions Engineer at Hightouch, where he works with leading brands to design smarter, data-driven customer engagement strategies. He helps teams turn warehouse data into more relevant, personalized campaigns, with a focus on activation, experimentation, and AI-powered decisioning.

Niamh Savill

Halo Senior Solutions Architect

Niamh Savill is a Senior Solutions Architect at Halo, working across consultancy, product development and customer solutions to help service teams get real value from the technology they invest in. With a languages background and a people-first approach to complex tech, she helps service leaders cut through vendor hype and ask the questions that matter.

Christian Dubreuilv

The Harris Poll UK, A Stagwell Company SVP, Client Partner Europe

Chris leads the commercial business for The Harris Poll in Europe. His career spans 30 years in consultancy, commercial & general management in the data, analytics and insights industry. An audience and sampling expert, Chris is fascinated by consumer and brand interaction in the digital space. Chris was awarded Fellow of The Market Research Society in 2023 and is a frequent industry speaker and commentator.

Josh Hulse

Halo Senior Account Executive

Josh Hulse is a Senior Account Executive at Halo, working with organisations as they modernise customer service, replace legacy systems and adopt new technology like AI. He brings a practical, front-line view of what it takes to build a future-ready organisation.

John Sills

The Foundation Senior Partner

John is Senior Partner at The Foundation and author of Leadership Book of the Year 2023, The Human Experience. He started his career 25 years ago on a market stall in Essex and has since worked with companies to improve customer experiences. He’s worked in front-line teams delivering the experience, innovation teams designing propositions, and HQ teams creating strategy. He's been a bank manager during the financial crisis (not fun), launched a mobile app to millions (very fun), and visits strangers’ houses to ask personal questions (incredible fun). Before joining The Foundation, John spent twelve years at HSBC, latterly as Head of Customer Innovation. His book, The Human Experience, was published by Bloomsbury in February 2023, and his writing has featured in The Guardian,The FT and Management Today.

Mark Lockyer

CallMiner International Alliances Director

Mark Lockyer – International Alliances Director, CallMiner With over 25 years experience in the fast-evolving worlds of CX and AI, Mark has partnered with some of the world’s most recognisable brands to deliver transformational change. Passionate about keeping people at the heart of CX while embracing advanced technology for the right reasons, Mark believes this balance fuels progressive success and builds enduring partnerships. His career is built on driving customer-focused innovation, delivering exceptional returns on investment, and implementing next-level CX programmes. Mark’s portfolio of successful projects includes work with industry leaders such as Dell, Orange, Ageas, Direct Line, Teleperformance, HSBC, TeliaSonera, E.ON, and BNP Paribas.

Asaf Ben Israel

CommBox VP Sales EMEA

Asaf Ben Israel is Vice President of Global Sales at CommBox, leading the international expansion of its AI-powered communication platform. He brings over 15 years of experience building and scaling global sales organizations across EMEA and APAC, with a track record of leading enterprise account teams and driving growth among major customers.

Joseph Jack

ArvatoConnect Head of Compliance

Joseph Jack is Head of Compliance at ArvatoConnect, with over 15 years’ experience across contact centre operations and regulated financial services, spanning both first-line Operations and second-line Risk & Compliance roles. He has a particular focus on the Consumer Duty, supporting the business to translate regulatory requirements into practical processes that drive good customer outcomes. More recently, his work has centred on the use of AI in operational environments, with a specific interest in how to deploy and manage the technology in a way that supports the delivery of good outcomes for all customers, including those in vulnerable circumstances.

James Towner

ArvatoConnect Chief Growth Officer

James Towner, Chief Growth Officer, ArvatoConnect James Towner is a business growth leader with over 30 years’ experience delivering transformational value for clients across government, financial services, telecoms and utilities. As Chief Growth Officer at ArvatoConnect, he drives business growth and digital strategy, helping organisations navigate change and unlock new and future opportunities through innovation and partnership. Previously, as Senior Vice President at a leading global services firm, he expanded the company across the UK and Europe in the energy and utility sector, focusing on data-driven and digital solutions. Earlier, as a Group Sales Director at a major outsourcing and professional services company, James established its sales presence in Germany, securing groundbreaking outsourcing partnerships. Beyond his executive role, James is a Non-Executive Director at Oxford Direct Services (ODS), supporting its mission to deliver sustainable, customer-focused services for the local community. He has also served as a Trustee for local organisations including an Oxford-based theatre company and the Prospect Hospice in Swindon.

Vellanki Sriharsha

Khoros AI Product Manager

11+ years building B2C, B2B, and AI products. Focused on one question: "Why would someone come back?" His work centers on communities that drive retention through purpose, progress, safety, and recognition—not just answers.

Indy Bajwa

Kustomer Solutions Consultant

Indy Bajwa is a Solutions Consultant at Kustomer, supporting organisations across EMEA as they modernise customer service with AI. With over 20 years in technology, including a decade in enterprise CX, CCaaS and UCaaS, Indy brings an end-to-end view of transformation. His background spans the buyer, seller, engineer and implementation perspectives, connecting strategic ambition with the practical realities of people, process and technology. He works with business leaders to look beyond the platform: defining the outcomes, operating model and governance that make AI-enabled customer experience earn trust, deliver measurable value, and last.

Jim Miller

Medallia Director - CX Advisory

Jim has been in the CX industry for over 10 years, and has worked in CX teams across a number of industries including travel, online gaming, sports streaming and B2B, joining Medallia in 2022. Jim now works alongside some of the largest organisations in the world (with a particular focus in Europe and the UK), helping them to develop their CX programs and drive genuine action for their business. He is passionate about helping businesses see genuine value within their CX activities and driving actions for both business improvement and an overall better Customer experience.

Professor Patricia Riddell

Elephants Don't Forget Director of Workforce Capability and Wellbeing

Patricia Riddell is Professor of Applied Neuroscience and a chartered psychologist who is passionate about sharing expanding knowledge about the brain with organisations. She believes most people can benefit from knowing how the brain works and therefore how to work best with their brain. She works with Elephants Don’t Forget to bring the best ideas for creating employee competence and well-being based on the latest neuroscience research to clients. She has a doctorate from the University of Oxford and is co-author of many academic articles and two books that apply neuroscience in the workplace, Neuroscience for Leadership Coaching (Bloomsbury, 2016) and NeuroEffective Leadership (Routledge, 2025).

Ben Scales

Elephants Don't Forget Head of Sales

Ben Scales is the Head of Sales at Elephants Don't Forget. During his tenure, he has held various roles in business development and key account management, and for five years, he has led the company's Business Development team.

Ben is passionate about helping customers transform their customer service by empowering their people. He is an avid believer in the power of knowledge and competence.

Jonathan Underwood

Serve First Head of Product

Visionary and commercially driven product and technology leader with over two decades of global experience scaling platforms and teams across banking, insurance, payments and fintech, as well as hi-tech and gambling.

Proven track record in scaling early-stage ventures, securing investment, and delivering measurable hypergrowth - driving revenues from £15M to £130M and transaction volumes from 6,000 to over 175M through strategic roadmaps and commercially grounded product and technology leadership.

Trusted partner to global brands including Google, Cisco, Citi, HSBC, Visa, and Revolute. Currently leading a cross-functional product organisation, delivering innovative AI-driven fraud solutions, whilst ensuring regulatory compliance to deliver on multi-million-euro P&L responsibilities.

Looks to combine his deep understanding of next generation fraud detection, identity verification and payment technologies, into product-led roadmaps and growth strategies, leading to investment and exit.

Seán Ward

Brevo Product Marketing Director

I’m a product marketing leader with 15+ years of experience helping complex products become understood, trusted, and chosen. I have led product marketing strategy across B2B SaaS, enterprise cybersecurity, consumer tech, travel tech and more, driving product growth, market expansion and global launches.

I focus on shaping positioning and messaging, building GTM functions and partnering with product and commercial teams to deliver results. I have built teams, launched profitable product tiers and scaled PLG initiatives that deliver real business impact.

My goal is always the same: make the product easy to understand, easy to buy and impossible to ignore.

Patrick Dunford

Deezer VP of Customer Care

Two decades building and leading teams in the fields of customer experience and technology.

James Cadman

Luware Chief Customer Officer

James Cadman, Luware's Chief Customer Officer brings over 15 years of experience in the telecoms and unified communications industries. His background in transformation and leadership has enabled him to reimagine Luware's service offering, ensuring customers achieve their business goals from onboarding all the way through the customer lifecycle. His leadership in building scalable teams has been pivotal to meeting the demands of Luware's growth.

Steve Bell

Verint VP, EMEA Solutions Consulting

Vice President of Solutions Consulting for Verint with overall responsibility for leading Verint’s Pre-Sales Solutions Consulting Team for the EMEA region - this is the team who work with our existing and prospective customers to help show how we can make them successful by using Verint's solutions.

I have 30 years of experience within the Contact Centre and Customer Engagement industry, holding multiple Solutions Consulting Management roles with a range of Contact Centre solution providers globally. This has given me a broad view of our industry that is invaluable as I regularly deliver speaking engagements at both industry and Verint events.

Libby Jackson

Playable Global Enterprise Director

With over 7 years specialising in gamification marketing, Libby works with enterprise retail and FMCG brands to bring playable, interactive experiences into their marketing strategies, turning engagement into measurable results.

Nick Travers

SmartSurvey Chief Operations Officer

Nick Travers is Chief Operating Officer at SmartSurvey, where he leads the systems, teams and partnerships behind the company’s next stage of growth. He has held technology and operations leadership roles across international businesses and previously served as a British Army officer. Nick brings an operator’s view of how clear ownership, reliable evidence and well-designed systems turn public input into accountable action. You can follow Nick on LinkedIn here: https://www.linkedin.com/in/nick-travers/

Marcus Hickman

Davies Hickman Managing Director

Jo and Marcus are founders of Davies Hickman Partners, set up in 2007. Responsible for one of the longest-running tracker studies of customer contact – The Autonomous Customer – they are market research advisers to the customer experience and contact centre industry, that includes some of the leading customer service associations. In 2023, Davies Hickman Partners were finalists in the Content Marketing Institute awards for research on AI for CX. Jo is on the BSI and ISO committee responsible for developing Contact centre, Customer service excellence and Complaint handling standards.

Martin Hill-Wilson

Brainfood Training Co-Founder

Martin Hill-Wilson is a long-standing member of the Customer Engagement community. Over his career, he has launched a series of change initiatives using the dynamic of action-based learning – most recently AI for Non Technical Minds. All are designed to disrupt and reset the ‘art of the possible’ using new operating models re-imagined through foundation user education.

Brian Manusama

Actionary Executive Partner

Throughout my career, I have been at the forefront of delivering impact at scale, leveraging cutting-edge technology to resolve today’s business challenges and prepare for tomorrow’s Environmental, Social and Governance (ESG) challenges. My passion for customer engagement, digital business, artificial intelligence and customer experience focused leadership have been a consistent theme in my career.

Gerry Brown

Customer Lifeguard Chief Customer Officer

Gerry Brown, aka The Customer Lifeguard, is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service operations and customer experience strategy. Gerry has provided organizational leadership on people development, business transformation, customer engagement and technology enablement for some of the largest companies in the UK, Canada, and EMEA. These include National Express, Nutricia, The Royal Albert Hall, Endsleigh Insurance, O2, Screwfix, Sage, Sky, Bell Canada and TELUS. He is a frequent speaker, chairperson, panellist and facilitator at conferences, webinars, company events and other business gatherings, where his many years of business and customer service experience provide stimulating, thought-provoking engagement and audience participation. He is also a published author and his new book When a Customer Wins, Nobody Loses is available on Amazon to help business leaders to create winning and memorable customer experiences.

Andrew Hough

Cranfield University Associate Professor Sales Leadership & Performance

Andrew has spent all of his working life in sales. Starting in financial services in Lloyds, then Barclays Asset Finance initially in Manchester, then London. The foundations gained in selling externally and internally, the need for asset finance loans (externally) and the . acceptable risk (internally), have never been lost on him. From there he moved to GE Capital and ran their joint venture with Sun Microsystems Ltd, and from there to EMC2 Inc (now part of Dell). He held roles from need of customer financial services (UK and EMEA levels), through to Director EMEA Sales enablement. In that role understanding sales learning and tool needs and developing programs for growth, were critical and Andrew’s relationship with Cranfield began there. He also held roles in specialist sales and core storage group sales with 2000 sellers under leadership. Leaving after 16 years he founded the Association of Professional Sales, focused on developing sales into a recognised profession and placing it on parity with other professions. Following a merger with the ISM the Institute of Professional Sales was formed with 8000 members world-wide. As founder Andrew stays actively involved with thought leadership and research which links to his role as researcher in sales at Cranfield University. Passionate about sales at every level Andy supports organisations embrace you learning methodologies and frameworks for sales ecosystems. He lives in Highgate, with wife Alison (his personal CEO and Managing Partner of EY), their two children, and mad working cocker (who has never worked in her life).

Nick Brice

Soul Corporations CEO

Nicholas Brice is an international keynote speaker, consultant and author who helps organisations build the human capability, culture and customer experience needed to thrive in a fast-changing world. As founder of Soul Corporations® and author of The Mindful Communicator, he works with leaders and teams to strengthen clarity, communication, judgement, connection and everyday behaviour. Drawing on neuroscience, behavioural insight, culture change and theatre, Nicholas helps organisations create more aligned cultures, more consistent customer experiences and more meaningful performance.

Scott Logie

DMA DMA Membership Advocate

Engaging, innovative and creative thinker; passionate about helping businesses build growth strategies to drive increased loyalty and value.

My main aim in business is to help build and then unlock the potential in a customer base.

I love to spend my time with businesses looking at what they can achieve if they understand their customers better and use that understanding to create long term relationships.

I’m a highly experienced data based marketer, with a background in finance but I have spent lots of time with charities, automotive, FMCG, government, on-line gaming and retail.

With a grounding in data, a degree in statistics and over 20 years of working across a range of businesses, both inside and working with suppliers, I can understand the challenges any business has in growing and building long-term value and can then contribute to achieving this goal.

As a current board member and ex-Chair of the Direct Marketing Association, I get a unique perspective on industry developments which in turn helps me to understand the future of direct marketing and how businesses should adapt to meet the challenge ahead.

I’ve built successful teams, covering areas as diverse as customer insight, marketing, Consultancy and Campaign Management and led a management team through a successful MBO, dealing with private equity backers and staying with the business to a successful trade sale. It’s all about great people and I have employed and developed some of the best in the industry.

I believe my main strength is in understanding business strategy and building collaborative teams to design, build and deliver winning propositions to meet and beat expectations.

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 Huggins

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.

Phil Quickenden

London Borough of Camden Head of Customer and Registration Services

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.

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

Divya Kerslake

Utility Warehouse Head of Customer Marketing

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

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.

Clarissa Valiquette

AAT Director Customer Experience

As a builder, solutions finder and firm believer in human-centered design built on empathy, I help organisations nurture and accelerate their customer experience and bring seamless journey to life. I have over 15 years of experience defining CX strategies, building full customer experience measurement eco-systems, and digging deep into attitudes, motivations and behaviours of customers through insights and end-to-end customer journey design.

Ian Banks

Ventrica CEO

As Chief Executive Officer at Ventrica, I lead a bold, passionate team dedicated to reshaping the future of customer experience. We sit at the intersection of human empathy and digital innovation - delivering emotionally intelligent, revenue-generating CX solutions for some of the world’s most ambitious brands. With over 27 years in the contact centre industry, I bring deep expertise in CX, CRM, and digital transformation, underpinned by a proven record in strategic growth, operational excellence, and partnership-led success. My focus is on creating real impact - by blending smart technology with the human touch that builds trust, loyalty, and long-term value. I believe that exceptional customer experience starts with empowered people, shared ambition, and a relentless commitment to quality. At Ventrica, we don’t just support customer journeys - we elevate them. We turn everyday conversations into brand-defining moments that drive connection, loyalty, and growth. engine. We do that by championing best practice, embracing change, and blending smart technology with the human empathy that builds trust and loyalty. But more than anything, I believe in people. Whether it’s our clients, our colleagues, or the customers we serve - I’m driven by a desire to empower, collaborate, and continually raise the bar. At Ventrica, we don’t just manage interactions. We create moments that matter - fuelled by insight, powered by innovation, and always delivered with heart.

Chris Holt

Holt CX Consultancy Director

Chris Holt is a CX leader with over 20 years’ experience helping businesses unlock the value of their customer and employee experience investments. As Director of Holt CX Consultancy, he is known for his consultative, results-driven approach, improving customer outcomes while delivering efficiency and growth.

Stephen Akadiri

Grey SEO Growth Manager

Stephen Akadiri is one of the top organic growth experts to emerge from Africa. He has helped brands, startups and businesses across the world (including the UK and the US markets) to grow through building scalable systems that turn search into long-term business growth. With over 6+ years of experience, he has led SEO for fintech, media, and SaaS companies.

As a Senior SEO and Organic Growth Specialist at Grey (YC W22), Stephen leads international SEO strategy, aligning product and content to drive sustainable acquisition across key markets.

He is also a passionate community builder who regularly mentors emerging digital talent and runs training programs for future growth leaders.

Tamara Kartoziia

AUTODOC Senior Service Designer & Customer Experience Architect

Tamara Kartoziia is a senior service designer and customer experience architect at AUTODOC PRO where she designs hybrid B2B services - a digital platform with physical operations for car garages across Europe. With a background in marketing, psychology, and customer experience strategy, she builds systems that bring customer behavior into business decisions. Her work spans multiple markets and has helped teams align faster, reduce uncertainty, and launch services customers actually want. Tamara believes in empathy, systems thinking, and dancing through complexity. Originally from Ukraine and now based in the UK, she’s a single mom of two, a belly dancer, and a park runner — passionate about helping others show up as their best selves.

Grace Bucksey

Nextiva Enterprise Account Executive

Grace Bucksey is an experienced customer experience specialist currently working at Nextiva, a company known for its customer engagement, social and analytics solutions. Grace has a track record in customer experience, suggesting expertise in enhancing client satisfaction and operational efficiency.

Steve Morrell

ContactBabel Managing Director

Leigh Hopwood

CCMA CEO

Jo Causon

Institute of Customer Service CEO

Jo Causon is CEO of The Institute of Customer Service, the UK’s independent professional customer service body, helping organisations across all sectors improve their performance by enhancing their customer experience.

Jo joined The Institute as Chief Executive in 2009. Since then, she has driven membership growth and established the UK Customer Satisfaction Index as the country’s most trusted indicator of consumer satisfaction.

Working across the public, private and voluntary sectors, Jo provides strategic advice to boardrooms to raise the standards of service across the UK, providing evidence of the connection between customer satisfaction and operational efficiency and profitability.

A regular media commentator and prominent keynote speaker, Jo is frequently asked to provide commentary for national and broadcast media, in addition to numerous podcasts and member Board sessions.

Working with politicians, regulators, and senior officials, Jo focuses on the impact that service has on the UK economy and productivity, helping shape policy. Through her work establishing and overseeing the All-Party Parliamentary Group on Customer Service, she raises awareness and understanding of customer service amongst parliamentarians, establishing a dialogue between Government and business.

She brings a wealth of experience from the commercial sector, holding Director roles in financial services, brand, and business consulting, as well as policy development and research for City & Guilds and The Chartered Management Institute.

Jamie Thorpe

Ipsos Chief Experience Officer

Jean-Francois Damais

Ipsos Global Chief Research Officer, Customer Experience

Jean-Francois is Global Chief Research Officer at Ipsos, for Customer Experience. He has 15+ years of experience in helping brands measure and manage customer relationships across a wide range of sectors and geographies. Jean-Francois has led the development and global roll-out of several innovative solutions in the CX area, authored several papers, and regularly speaks at conferences.

Ian Gibbs

Data & Marketing Association Insight and Planning Director

With twenty years experience in media and marketing measurement Ian Gibbs divides his time between the DMA as their Director of Insight and Planning, JICMAIL as their Director of Data Leadership and Learning, and a diverse range of independent clients. Ian is the chief architect of the DMA's Effectiveness Databank - an advertising effectiveness database of over seventeen hundred campaigns, and he regularly speaks at industry events and publishes work on the value of measurement, creativity and customer data and engagement.

Laura Godfrey

Ipsos Head of Client Service Team, CX

Mark Clydesdale

Tap CXM Head of Strategic Consulting

Max Lowenthal

Decagon Director of Agent Product

Max Lowenthal is the Director of Agent Product Management at Decagon, leading teams that build enterprise-grade AI agents for companies like Hertz, Eventbrite, and Rippling. Previously, Max led business operations at Rodeo, an a16z-backed startup, and held strategic leadership roles at LinkedIn, where he built and scaled monetization products for major enterprise clients. Max holds a Bachelor of Science in Computer Science from Washington University in St. Louis.

Tom Miller

Invoca Senior Director, Customer Success

Logan Randolph

Sierra Head of Expansion

Logan Randolph started his career as a mountaineering guide and ski patroller before moving into tech. Over the past decade, he’s built and scaled products at his own startup, Quip (acquired by Salesforce), at Salesforce, and now at Sierra, where he helps customers like SiriusXM, Sonos, and WeightWatchers deploy AI agents.

Suveer Kothari

Sierra Head of UK

Suveer is passionate about growing products, businesses and teams. He is currently advising companies on identifying breakthrough products, and scaling their business to hit their goals.

In his time at Google, he has worked across the company to build:
- new platforms (TV, Smart home, Gaming, Health, Energy)
- products (Chromecast, Google Home, Nest, YouTube)
- services (Google One, Display & Video Ads etc)

His roles include commercial go to market, business operations, partnerships and product management, and he has been responsible for $x bn P&L's. Key Skills include:

P&L Leadership & Growth driver: Proven track record scaling products to multi-billion dollar revenues across 30+ global markets, with deep expertise in new business creation, P&L management, and sustained growth in complex, competitive markets. A focus on an ethical, collaborative approach with proven ability to influence Boards and C-suites.

Andrew Pattie

Sprinklr CX Solutions Director UKI & South Europe

With a decade of experience in CX and EX, Andrew specialises in Digital, AI, and CX Transformation. He’s delivered impactful solutions across Pre and Post-sales roles at high-growth companies like Content Guru, Freshworks, and Talkdesk. Now CX Solutions Director at Sprinklr, he drives platform adoption across Europe, helping public and private sector organisations reimagine customer experience. Known for his deep contact centre expertise and transformative thinking, Andrew is a passionate advocate for pushing CX boundaries.

Lea Schremmer

PlayPlay UK Field Marketing Manager

As UK Marketing Manager at PlayPlay, Lea has a background in marketing and communications across both B2B and B2C sectors, with a strong focus on tech. She believes great marketing is all about storytelling—understanding consumers, creating meaningful connections, and delivering content that resonates.

Richard Davey

Reputation Director, Customer Success - EMEA

Rich brings a wealth of experience in the customer success sector, with a proven track record of helping clients leverage CX and online reputation software to achieve their growth objectives. A commercially astute leader, Rich has successfully developed strong client partnerships that drive mutual value and long-term success. In his current role at Reputation, Rich is passionate about guiding businesses to overcome their unique challenges through the effective use of technology. His work focuses on transforming customer interactions and ensuring that software solutions translate into tangible business outcomes. Throughout his career, Rich has specialised in customer success leadership, strategic problem-solving, and fostering customer-centric values within teams. He is committed to empowering organisations to maximize their brand with Reputation’s platform - ensuring they achieve sustainable growth and build lasting customer relationships.

James Towner

ArvatoConnect Chief Growth Officer

Mike Stewart

ArvatoConnect Head of Digital Practice & AI

Mike Stewart leads the Digital Practice at ArvatoConnect, with a strong focus on blending technology with customer experience to deliver transformative digital solutions. With over 15 years’ experience in CX and digital transformation, he specialises in designing and delivering strategies that improve efficiency, drive engagement and create long-term value.

Mike has led major digital initiatives across the public and private sectors, from financial services and telecoms to government, always with a focus on outcome-first thinking. He is passionate about using AI, automation and intelligent platforms to power seamless, scalable service that meets the evolving and future needs of today’s users.

Will Hearn

Brevo Director of Sales EMEA

Will Hearn is an expert in customer engagement and loyalty, helping companies of all sizes simplify their tech stack and boost client relationships. His strategic insights and innovative approaches make him a sought-after speaker and advisor.

Damien Popote

Mayday CEO & Co-Founder

Damien Popote is the CEO and co-founder of Mayday, the leading AI-powered Knowledge Empowerment platform in Europe. A visionary entrepreneur, Damien’s passion for customer experience began early, while working in a banking call center during his studies. This formative experience sparked a conviction: customer service deserved a better future. Driven to make a difference, he pursued entrepreneurship studies at HEC Paris and UC Berkeley, in the heart of Silicon Valley, to deepen his expertise at the crossroads of technology and customer relations. In 2019, guided by a clear mission, Damien co-founded Mayday with two partners. Since then, they have been transforming how customer service teams operate-empowering agents through knowledge to become more efficient, autonomous, and impactful. Six years later, Mayday has become the leading European AI knowledge base solution, used by tens of thousands of users every day.

Hugo Ramadier

Mayday Head of UK

Hugo Ramadier is Head of UK at Mayday, the leading AI-powered Knowledge Empowerment platform in Europe.

Driven by a deep passion for tennis, Hugo pursued his studies between the United States and Italy, where he competed at a high level while developing a valuable international outlook that would prove instrumental in his future career.

He began his professional journey at Front, working as an Account Executive. There, he honed his skills in sales, customer relations and account management within a SaaS environment.

He then joined Mayday, where he specialised in Knowledge Management and optimising the customer experience. His rapid progression within the company reflects strong leadership and ability to adapt: initially an Account Executive, then promoted to Business Development Manager, he was eventually appointed to lead the company’s international expansion.

James Mackay

RASA Regional Sales Manager EMEA

James Mackay is an enterprise sales leader with over a decade of experience driving growth for high-impact software companies across EMEA. As EMEA Sales Manager at Rasa, James helps leading organizations adopt scalable, secure conversational AI. His background spans roles at Akamai, Delphix, and Nitro, where he specialized in strategic partnerships and enterprise sales.

Dvir Hoffman

CommBox CEO

As the current CEO of one of the leading AI-based customer service and engagement solutions in our market, Dvir has over two decades of experience in technology innovation and product strategy. Dvir has pioneered several innovations in the realm of CX technologies, guiding them from their inception and transforming them into award-winning global CX and enterprise solutions. His original vision on AI bots that can easily resolve complex inquiries is catalyzing a revolution in the customer experience domain as a way to radically reduce contact center load.

Brian Reijngoud

Deepdesk VP of Sales

Brian leads the Global Sales at Deepdesk, helping customers identify their biggest challenges and demonstrating how Deepdesk’s AI-powered solutions can drive real impact. With 10+ years of experience in the customer service and contact center industry across Europe and the US, Brian has worked with large enterprises and diverse teams in customer service, marketing, and sales. This gives him valuable insights into what it takes to keep both agents and customers happy—boosting efficiency, engagement, and results. As a dynamic public speaker, Brian’s enthusiasm is truly exhilarating. His energy, passion, and deep industry knowledge make him a compelling voice on the future of AI in customer service.

Sean Brownell

Sprinklr Principal Solution Consultant

With a background in product and engineering spanning Accenture, Salesforce and the startup world - Sean now leads technology strategy for some of Sprinklr's largest brands. Having seen first-hand what works and what doesn't across many technology shifts, Sean brings a sharp eye for value, helping turn AI hype into real business outcomes.

Rich Wall

Sprinklr UKI Solutions Director

Richard Wall is a seasoned solution consulting leader at Sprinklr, overseeing the UK and Ireland. With a background at Stripe, ServiceNow, and Compuware, he excels in addressing complex enterprise challenges through a consultative, value-focused approach. Specialising in pre-sales and enterprise architecture, Richard has led digital transformation across industries, with expertise in CCaaS, service management, payments, and application monitoring. Known for his pragmatic, collaborative style, he aligns technical solutions with business goals to drive measurable outcomes.

Raoul Monks

Flume Founder and CEO

John Sills

The Foundation Senior Partner

Hugo Rayne

GM, Europe ElevenLabs

Hugo is the General Manager for Europe at ElevenLabs, where he helps organisations harness advanced Voice AI to build more engaging, accessible and emotionally intelligent customer experiences. He is passionate about how technology can amplify human connection, elevate storytelling, and make important ideas easier to understand.

James Adamczuk

Zoom Global CX Strategy Lead

James Adamczuk is a Customer Experience (CX) and Digital Transformation expert at Zoom, where he specialises in leveraging AI to enhance customer experience and drive innovation. His work focuses on implementing cutting-edge solutions that streamline customer interactions and create more meaningful, efficient experiences across all touchpoints in the digital age.

As a recognised keynote speaker, James shares insights on how AI is transforming customer experience, helping organisations understand the practical applications of artificial intelligence in customer service and engagement. His presentations combine strategic vision with actionable insights, making complex digital transformation concepts accessible and empowering businesses to embrace the future of customer experience.

Iain Ogilvie

Treasure Data Senior Solutions Consultant

Iain is a Senior Solutions Consultant with nearly 25 years experience working for MarTech software companies (Treasure Data, Alterian, Portrait Software, 3radical) and Marketing Service Providers (Experian). His domain of expertise extends across data-driven solutions that include CDPs, AI, Journey Orchestration and Engagement (CX & EX) and gamification. In a career that spans solution sales & consultancy, product management & customer success Iain operates where the ‘rubber meets the road’ when business challenges, data and technology come together to deliver exceptional results and value to organisations. He has been recognised for the design and delivery of award-winning digital experience solutions across APAC & EMEA for engagement experiences in customer experience (Anytime Fitness) employee experience (National Australia Bank) and student experience (Western Sydney University).

Chris Thomson

Treasure Data Account Director

Chris Thomson is a Senior Account Director with Treasure Data's EMEA team. He has been a Data and Digital professional for over 30 years, working with leading Banks, Insurance, and Telecommunications companies. Chris has spent many successful years at IBM, Oracle, Autonomy and recently 8 years in the Strategic Accounts team at Adobe. Chris is now focused on supporting clients discover the power of Treasure Data's Advanced CDP, and how a more personalised real-time experience can drive customer satisfaction, business growth and loyalty.

Eleanor Telling

Medallia Senior Director Experience Advisory

Motivated Customer and Employee Experience Management professional with over twenty five years of experience within the Research Industry. Proven track record of providing value through client growth and retention. Extensive knowledge of technology platforms, research and analytics (including text analytics). Experience across multiple industries, research types and sectors helping clients to create programs and solutions to bring actionable insight and change to their organizations.

Frank Sherlock

Callminer VP International

Based in the UK, Frank has been with CallMiner for over 6 years, during which time we have seen significant business growth in the region. Frank holds a master’s degree in business administration (MBA) and a Higher National Diploma in Telecommunications engineering. He has worked in and around the contact centre and customer experience space for the last 25 years.

Matthias Goehler

Zendesk Chief Technology Officer, EMEA

Matthias Goehler joined Zendesk in October 2021 as EMEA Chief Technology Officer. As a regional CTO, he leads the development of Zendesk’s vision for innovation in customer experience based on the needs of EMEA customers. He is passionate about helping brands realise their goals for market-leading customer experiences that can build deeper customer relationships and brand loyalty.

Matthias has more than 20 years of experience in technology and SaaS industries. He joined Zendesk from SAP where he spent the last 10+ years in their Customer Experience practice building up an industry portfolio for Customer Experience. Prior to SAP, Matthias worked with Gemini Consulting with their strategy practice.

Maurice Gonzenbach

Caplena Co-Founder & Co-CEO

Since co-founding Caplena in 2017, Maurice has been actively involved in the market research and CX industry, dedicated to translating the latest AI advancements into practical tools that not only make researchers more efficient but also enhance their enjoyment of previously repetitive tasks. As an expert in feedback analysis, Maurice also lectures in Master of Advanced Studies courses and frequently presents current best practices at prominent conferences such as IIEX Europe/NA, Quirks NY, and Succeet. Maurice holds a MSc Computational Science & Engineering from ETH Zurich and has published multiple scientific papers in the fields of image & natural language processing.

Jason Roos

Cirrus Response Chief Executive Officer

Jason Roos is the founder and CEO of Cirrus, the UK contact centre platform powering mission-critical conversations for the public and private sectors. He launched the business in 2011 with one goal: fix broken customer experiences. Since then, Jason’s turned Cirrus into a go-to CCaaS provider—cloud-native, AI-smart, and built for resilience. Under his watch, Cirrus earned a Royal Warrant from HM The King and supports names like FWG and IAMP. A tech realist, Jason leads Cirrus’s AI strategy with a clear focus: cut through the hype and make AI actually useful. With today’s CX leaders drowning in AI buzzwords, he’s on a mission to bring it down to earth—helping customers harness real, game-changing tools that deliver value today, without the wait.

Vanessa Piacente

ElevenLabs Head of International Customer Success

Vanessa Piacente leads International Customer Success at ElevenLabs, the leader in generative voice AI. She helps global enterprises turn voice technology experiments into scalable, real-world results—from enabling multilingual service to transforming customer support. With 10 years in conversational AI, fintech, and health tech, she’s built powerhouse teams at multiple unicorn startups and knows what it takes to turn innovation into impact.

Peter Aitken

Kantar Head of Customer Strategy & Insights

As Kantar's UK lead for Customer Strategy and Insight, Peter supports a fantastic team of customer and employee experience strategists, designers, and insights specialists. They love to use data to guide their clients in delivering business-changing impact, achieving commercial and customer benefits. He also co-leads the Customer Experience domain for Kantar UK. His team deliver platform-based experience measurement programmes, with their research and experience design expertise at the heart.

Marlon Hills

Braze Senior Area Vice President, Northern Europe

Marlon Hills is Senior Area Vice President for Northern Europe at Braze, where he leads regional growth and strategy for one of the world’s leading customer engagement platforms. With more than 15 years of experience at Salesforce & Braze, he’s deeply passionate about helping brands transform customer engagement through technology and data-driven strategies.

Gillian Chamberlain

Capita Managing Director UK and Ireland

Gillian Chamberlain, Managing Director, Capita Ireland Gillian joined Capita Experience in 2022 as Managing Director for the Ireland business. As an experienced commercial, sales, marketing and portfolio leader at a global level, Gillian has a strong understanding of the Irish market. Gillian has broad knowledge of the telco market in Europe and Globally, leading Marketing and Propositions at BT, and working across business planning, new product development, strategy and sales at Hewlett Packard and IBM.

James Cadman

Luware Chief Customer Officer

James Farnhill

Creatio Sales Director, Financial Services - Western Europe

James Farnhill leads Creatio's Western Europe Financial Services business. He has a background in various SaaS and AI businesses working with both domestic and international banks, building societies, and wealth & asset management firms. James' team is focused on helping FS organisations reduce the barrier to agentic AI adoption, unlocking significant value for their Customers.

Tim Smee

NFON Senior Product Manager

As a strategic Product Manager at NFON, Tim Smee’s focus is on delivering seamless, customer-centric communications experiences that scale from core voice services to innovative capabilities like compliance-grade call recording and real-time insights. With a data-driven mindset and a passion for outcome-based marketing, Tim translates complex technical solutions into compelling, value-led narratives that drive adoption and create measurable business impact. Currently, Tim is leading the rollout of NFON’s AI platform in the UK introducing next-gen Chat and Voice BOTs powered by large language models. These solutions are transforming customer experience by enabling organisations to operate 24/7, automate key interactions, and do more with fewer resources. With a proven track record of aligning stakeholders, engaging partners, and delivering go-to-market strategies that resonate, Tim is deeply focused on shaping the future of business communications through AI and elevating every customer interaction.

Kelly Hazelton

Zoom Contact Centre Specialist

Kelly Hazelton is a Contact Centre Specialist at Zoom with over 20 years of experience in the unified communications and contact centre industry. She is passionate about helping organisations drive transformation that improves both customer and agent experiences. Kelly brings deep industry expertise and a forward-looking perspective, supporting companies as they embrace modern technologies to create more connected and efficient customer experiences.

Stephanie Lias

Sprinklr Senior Product Marketing Manager

Stephanie is a seasoned product marketing leader with experience across SaaS companies including RingCentral, DocuSign, Adobe and Sprinklr. She specializes in bringing AI-powered customer experience solutions to market, helping brands turn insights into action across marketing and service. With a background in CX strategy and digital transformation, Stephanie is passionate about aligning teams around the customer to drive measurable impact.

Garry Ovenell

Talkdesk Vice President of Solution Engineering for EMEA

Garry is a highly accomplished leader with over 20 years of experience in helping to solve business problems with business solutions. Proven ability to develop customer relationships at all levels to meet the strategic needs of an organisation. Before joining Talkdesk at the end of 2018, Garry worked for xMatters as their EMEA Solution Director and as a Lead Solution Consultant at Genesys.

Sue Conley

SS&C Financial Services International Senior Director, Retail Servicing

With over 20 years of experience in financial services, Sue Conley brings a deep well of industry knowledge, a passion for people, and a drive to deliver exceptional customer experiences. As Senior Director of Retail Client Services, Sue leads with heart and vision—championing teams, developing talent, and inspiring employees to elevate every aspect of customer servicing.

Sue believes that strong service is rooted in strong culture. Her leadership style is all about empowerment—creating space for teams to grow, challenge the status quo, and show up as their best selves every day. Whether coaching individuals or shaping strategy, she’s committed to building environments where people feel heard, valued, and motivated to deliver excellence. Outside of work, Sue is a proud mum to two incredible girls and wife to one very supportive husband. She brings the same energy and compassion to her family life as she does to the workplace: lead with love, keep learning, and always smile.

Sarel Roots

Trusst AI CEO

Sarel Roets is a three-time founder with deep expertise in contact centres and customer experience transformation. With a track record of building and scaling innovative ventures, he has spent his career at the intersection of technology and human connection—helping organisations unlock measurable improvements in efficiency, service quality, and customer loyalty. Today, as CEO of Trusst AI, Sarel is pioneering the next wave of generative AI in contact centres, empowering businesses to turn every customer conversation into actionable insight and smarter automation.

Carrie Hegan

Baringa Partners Customer Expert and Practice Lead

Carrie is an experienced leader in Baringa’s Customer and Digital practice, specialising in Customer Operations Transformation. She has over 20 years of experience working across industry, outsourcing and as a consultant, with expertise that covers contact centre, branch and digital channels. Carrie has designed and led a vast number of complex transformation programmes in Utilities, Banking, Insurance, Telco and Retail sectors, where her passion and drive for the achievement of game changing customer, employee and business outcomes proves hugely valuable to our clients.

At Baringa Carrie leads our Next Generation Customer Operations capability, working alongside a multi-disciplinary team of consultants. Most of the team have greater than 10 years of experience and bring their own depth of expertise in areas such Digital Channels, Data and AI, Intelligent Automation, Cloud Based Technology Transformation and People and Process Excellence.

Steve Bell

Verint VP, EMEA Solutions Consulting

Siobhain Goodall

Ventrica Senior Client Executive

Siobhain Goodall is a Senior Client Executive at Ventrica, leading strategic relationships across the retail and high-tech sectors. With deep expertise in customer experience and outsourcing, she partners with brands to unlock the power of people, process, and technology - delivering solutions that are flexible, scalable, and emotionally intelligent. Having built her career in the fast-paced world of contact centres, Siobhain is trusted by clients to navigate complexity, translate commercial needs into impactful CX strategies, and drive measurable results. Whether solving operational challenges or launching transformation programmes, she brings clarity, energy, and integrity to every engagement. If you're looking to elevate your CX through human-led, tech-enabled innovation, Siobhain is the person to speak to.

Luke Atkins

Front Customer Support Lead, EMEA

At Front, my mission is to elevate the customer support experience through strategic workflow optimisation and effective technical troubleshooting. My role as Senior Customer Support Specialist is informed by extensive experience in customer operations, where I have honed the ability to seamlessly integrate technology to enhance both processes and customer satisfaction.

Simon Fraser

InMoment VP, Insights & Consulting

Simon has designed groundbreaking customer experience strategies at InMoment for 15 years, with an especial focus on the changing Customer environment. Although based in Europe, he takes a global approach to best practices and innovation. Prior to joining the company, Simon consulted on a portfolio of major global FMCG and Retail brands at Nielsen and GFK/NOP. Simon’s decades of experience in helping businesses make better sense of their customers' needs and expectations, in order to drive experience improvement and business outcomes, make him a key strategist at InMoment.

James Bedford

Foundever VP Customer Success

James serves as Vice President of Customer Success at Foundever, where he supports many of our global clients in elevating their Customer Experience. He comes with a demonstrated history of working in BPO, client organisations & the consulting space. At Foundever, he develops and implements CX strategies and transformation on behalf of some of the world's best brands, with a focus on helping organisations move from where they are today, to the future they want to create.

Jesse Zhang

Decagon CEO & Co-founder

Jesse is the Co-founder and CEO of Decagon, the leading conversational AI platform redefining customer experience with AI agents. Under his leadership, Decagon has become the trusted solution for industry leaders like Hertz, Duolingo, Bilt, and Notion, empowering them to build, manage, and scale AI agents that deliver secure and reliable customer service. From resolving issues in real time to proactively helping customers discover greater value in the products they use, Decagon makes customer experience smarter, faster, and truly customer-centric. Prior to Decagon, Jesse founded and led gaming company Lowkey, which was acquired by Niantic. Jesse earned a degree in computer science from Harvard University and is based in San Francisco.

David Jeans

The Harris Poll UK, A Stagwell Company Client Services Director

Throughout his 15+ years in the industry, David has supported some of the UKs best known brands. He has helped them better understand the experiences of their customers empowering them to turn feedback into actionable change that has made a lasting impact–both to the CX and the bottom line. David values the partnerships he has with his clients and enjoys supporting the creation of tailored solutions for each one.

Fergus Walsh

Braze Senior Account Executive, Enterprise

Fergus Walsh is a seasoned enterprise sales leader with over a decade of experience driving growth for global SaaS and martech companies. Currently a Senior Enterprise Account Executive at Braze, Fergus partners with global brands to deliver personalised, cross-channel customer engagement at scale. His career spans high-impact roles at SAP, Bloomreach, and Gartner, where he helped organisations navigate complex digital transformation journeys. With a deep understanding of customer engagement platforms and a strong track record in enterprise sales, Fergus brings a valuable commercial perspective to conversations around modern marketing, tech adoption, and customer experience.

Stuart Dorman

Sabio Group Chief Innovation Officer

Stuart Dorman is at the forefront of customer experience innovation. As Chief Innovation Officer at Sabio Group, Stuart plays an instrumental role in guiding organisations toward transformative customer interactions – a role he’s been doing for nearly three decades and one which has cemented his position as a visionary CX thought leader. With an innate understanding of how AI-powered contact centre technology and human insight combine to create brilliant CX, Stuart’s approach goes beyond conventional thinking and challenges organisations to reimagine customer engagement. At Sabio, Stuart’s vision turns possibilities into realities. He is a well-known and respected figure across the global CX circuit, regularly speaking at industry events and conferences and remains an instrumental mind behind Sabio's advanced technology portfolio of cutting-edge AI-powered contact centre, Data and CRM technologies.

Will French

Treasure Data Account Director

Will recently joined Treasure Data as the Global Account Director. Prior to this he was the Strategic Sales Lead, EMEA at PromptQL.

Xenofon Papadopoulos

Marshmallow CTO

Xenofon Papadopoulos is a technology executive with a track record of scaling organisations through Series A-C, leading Engineering, Data, Infosec and TechOps across London and international hubs. His focus is on building high-performing teams and delivering scalable systems with a pragmatic approach that balances speed and quality. He is currently CTO at Marshmallow Technology.

Jes Breslaw

Seismic Head of EMEA Marketing

Jes Breslaw is a senior marketing leader with nearly 30 years’ experience helping technology businesses scale across EMEA. He has held leadership roles at Couchbase, Delphix and other high-growth companies, most recently leading the EMEA marketing team at Seismic, the category leader in Revenue Enablement. Jes is recognised for turning complex technology into clear, engaging stories that resonate with customers and partners.

Vellanki Sriharsha

Khoros AI Product Manager

Oliver Fitzgerald

Talkdesk Enterprise Account Executive

Oliver Fitzgerald, Enterprise Account Executive at Talkdesk, has over a decade of experience in customer experience, automation, and AI. He takes a consultative approach to helping organisations design scalable support journeys that balance automation with personal service, and deliver exceptional customer experiences that drive real results.

Mike Bohnett

Sendbird Chief Revenue Officer

Mike Bohnett is the Chief Revenue Officer at Sendbird, where he leads the company’s global go-to-market strategy and revenue operations. He works closely with customers to modernize their businesses with AI, helping them improve customer experiences and unlock new growth opportunities. With a background in building high-performing revenue organizations, Mike focuses on driving results through strong customer partnerships, data-driven execution, and scalable processes.

Matt Mulconroy

Elevenlabs GTM UK&I

Matt leads the UK & Ireland Go-to-Market team for ElevenLabs, focused on supporting Enterprise customers develop, deploy and scale conversational AI applications through the ElevenLabs Agent Platform.

Louise Meyer-Schönherr

Elevenlabs Forward Deployed Engineering

Louise is a Deployment Strategist, part of the Forward Deployed Engineering team at ElevenLabs. She works with strategic enterprise accounts to bring voice agents into production and acts as a bridge to the engineering and product teams.

Sharon Rajan

Sprinklr Principal Solutions Consultant

Sharon Rajan is Principal Solutions Consultant at Sprinklr, where she helps global brands reimagine customer engagement through agentic AI and next-generation marketing strategies. With 15+ years in SaaS and customer insights, she blends sharp solution design with a passion for storytelling to show how AI can create experiences that truly connect.

Sid Farmiloe

Dialpad EMEA Sales Engineer

Sid Farmiloe is a Senior Sales Engineer at Dialpad, specialising in crafting innovative solutions for customer experience (CX) teams. With deep expertise in aligning technology with business goals, Sid helps organisations drive measurable results, enhance operational efficiency, and elevate customer engagement.

Luke McNamara

Trusst AI Sales Director

With over two decades of experience in Customer Experience (CX), Contact Centre, and BPO leadership, Luke McNamara has helped some of the world’s most customer-centric organisations design strategies that bring them closer to their customers. Before co-founding Trusst AI, Luke was a co-founder of VoiceFoundry — a leading contact centre systems integrator — where he helped enterprises modernise their CX operations through cloud technology. At Trusst AI, Luke now leads customer strategy and partnerships, helping organisations reduce cost-to-serve and elevate service quality through AI-powered automation and interaction analytics. His work focuses on transforming contact centres from reactive service hubs into proactive engines of customer insight and efficiency.

Tim North

Connect Vice President of Strategy Execution

Tim North Tim North is Vice President of Strategy Execution at Connect, where he translates market direction into actionable strategies that deliver measurable outcomes. With a career dedicated to simplifying complexity, Tim ensures that people, processes, and technology align to drive meaningful organisational transformation. At Connect, he leads the company’s transformation strategy - customer-focused, services-led, and technology-enabled - working closely with business leaders to build new capabilities, optimise structures, and enhance client-facing teams. His expertise spans strategy execution, business transformation, and technology leadership across contact centre, unified communications, networking, and digital customer experience. Tim is passionate about enabling organisations to embrace change, harness innovation, and create secure, work-anywhere models that meet the evolving demands of today’s market.

Douglas Orr

Message Matrix CEO & Founder

Douglas Orr is a serial entrepreneur, engineer, and inventor with multiple patents granted in the UK and internationally. Over the past two decades, he has built three successful technology companies across six European countries, taking them from startup to exit. In 2021, Douglas founded Message Matrix to transform how events connect people. The company was born out of a secure, patented messaging platform he designed to power seamless communication, staff-to-staff handover, and compliance-ready engagement. That foundation now underpins Message Matrix’s AI Concierge and event technology solutions: helping organisers deliver more inclusive, engaging, and profitable experiences worldwide. Message Matrix is recognised as a leader in AI-driven event engagement, with its platform supporting millions of attendee, exhibitor, and organiser interactions across global conferences.

Shorit Ghosh

Ada General Manager, Voice

Shorit Ghosh is the General Manager of Ada Voice, where he leads the company’s vision to redefine customer engagement through voice-driven AI. At Ada , he focuses on building scalable conversational AI systems that enable brands to deliver personalized, human-like customer experiences at scale. With a background spanning sales, marketing, and partnerships, Shorit brings a unique blend of commercial acumen and product strategy to the fast-evolving AI space. He is particularly passionate about advancing real-time speech recognition, natural language understanding, and multimodal AI to close the gap between human and machine communication. Shorit frequently speaks about the future of AI in customer experience, exploring how automation, generative models, and voice technology are reshaping the relationship between brands and consumers.

Sally Hodgin

Connect Principal AI Consultant

Sally Hodgin Sally Hodgin is Principal AI Consultant at Connect, where she helps enterprises harness the power of artificial intelligence to transform customer experience and deliver measurable business outcomes. With expertise in Conversational AI, Agentic AI, and customer-centric product delivery, she specialises in designing and deploying high-value solutions that integrate seamlessly into complex enterprise environments. Her career spans financial services, fintech, and AI startups, with leadership roles across client delivery, customer success, and operations. Sally has led transformative AI initiatives, from implementing advanced voice technologies in large-scale contact centres to driving omnichannel adoption and change management programmes. Passionate about bridging technology and human experience, Sally combines strategic insight with hands-on expertise to help organisations unlock the full potential of AI while ensuring sustainable, customer-focused impact.

Huw Jones

Verint Director, Solutions Consulting

Huw leads Verint’s specialist consulting team in EMEA – ensuring customers select and secure the most from Verint workforce management (WFM) solutions. Huw educates and inspires, having enjoyed over 20 years in tech. His customers credit him on his robust understanding of how customer behaviour drives new and innovative approaches to staffing across contact centre and back-office operations. An expert in the impact of digital contact, robotics and self-service, Huw is an advocate for using tech and the human touch to close the Engagement Capacity Gap.

Rob Bacon

NFON Head of Contact Center Hub and Pre Sales

As Head of Contact Center Hub and Presales at NFON UK, Rob Bacon leads the go-to-market strategy for NFON’s customer experience solutions—blending technical expertise with a strong focus on customer outcomes. With a background spanning presales, product management, and solution enablement, Rob brings a unique blend of strategic thinking and hands-on execution. He’s known for turning complex challenges into clear, customer-focused solutions that drive measurable results. In his current role, Rob works closely with partners scoping opportunities, creates tailored live demonstrations of Contact Center Hub, and supports the full engagement journey—from first conversation through to long-term success. Passionate about delivering real value, Rob is driven to equip customers with the insights, tools, and training they need to thrive.

Martin Hill-Wilson

Brainfood Training Co-Founder

Gerry Brown

Customer Lifeguard Chief Customer Officer

Brian Manusama

Actionary Executive Partner

Andrew Hough

Cranfield University Associate Professor Sales Leadership & Performance

Scott Logie

DMA DMA Membership Advocate

Nick Brice

Soul Corporations CEO

Brandie Deignan

Pier Health Group Chief Executive Officer

In early 2021 Brandie joined primary care within NHS in general practice as Chief Executive Officer. Prior to this role, Brandie was Managing Director at Marco Pierre White Restaurants, cementing her c20 years’ experience in the consumer service delivery industry across hospitality, retail and aviation. Before her MD role, Brandie held senior leadership positions at British Airways Plc, Tesco Plc, Whitbread, Travelodge and Hilton Hotels, where she started her career as a graduate trainee and worked her way up.

A true trailblazer, Brandie was the first female MD to hold her MD role at MPW Restaurants. As of 2020, Brandie was the first black female MD within branded restaurant groups in the UK. Brandie was recently named as one of the top 15 BAME high fliers in travel and tourism industry, and was a finalist at the Black British Business Awards, Senior Leader, Consumer and Luxury 2020. Brandie was recently voted No 41 of the Top 50 listening leaders and also nominated in the National Diversity Awards for positive role model, gender diversity.

Jill Scott

Women's Euro 2022 Champion, Queen of the Jungle & Soccer Aid Captain

One of England's most decorated players, Jill Scott is one of the few Lionesses to have surpassed 150 caps. After featuring at nine major tournaments, she got a winners' medal as part of the team who won EURO 2022 on home soil. An infectious character off the pitch, and a player for the big occasion on it, the influential midfielder stepped up to the plate whenever her country needed her most. Her England career was punctuated with some key strikes – the winner against Netherlands in the EURO 2009 semi-final, the equaliser against Belgium in EURO 2017 qualifying, and the finish in the 3-0 win over Wales which sealed England’s place at France 2019. Jill began her career with her hometown Sunderland, before spending seven years at Everton and then joining City in 2013. She later had loan spells back at Everton and Aston Villa. She won her hundredth cap against Australia in 2015, before clocking up another fifty over the following six seasons. When Jill started the 3-0 win over Cameroon at France 2019, it was her eighteenth appearance at a World Cup final, the most of any England player in history. Jill retired from football as the second-highest capped player. During her time in the game, she won every domestic honour, including the Women's Super League title with City, and four women's FA Cups. Jill was voted FA Players' Player of the Year, FA International Player of the Year, and was appointed an MBE for services to women's football. She also entered the jungle and was crowned the winner of I’m A Celebrity Get Me Out of Here.

Alex Scott MBE

BBC Sport and Sky Sports Former professional footballer, pundit and presenter

The former Arsenal Captain and England Centurion is a well-regarded pundit for BBC and Sky Sports, a regular on BBC’s Match of the Day as well as fronting ambassadorial campaigns with Nike, Barclays and Cadbury’s. Alex signed with Arsenal at age 8 and stayed with the team for most of her career. Alex helped the club achieve a domestic double of the FA Women’s Cup and the FA Women’s Premier League. She was also a key figure in the historic quadruple season for Arsenal in which they won all their trophy competitions. This became the obvious prelude to Alex’s captaincy for the club in the 2014/15 season. While playing for England Alex had the opportunity to travel all over the world playing the game she loves. Retiring from international football in 2017, though not before representing Great Britain in the Olympics. Alex ended up the second most capped England player with 140 appearances. Since her retirement in 2018, Alex has begun a successful broadcasting career and has quickly become renown for her insights into the game and sharp punditry skills. Alex is a steady part of BBC Sport’s football broadcasting team and has become a regular face for Sky Sports football coverage, even providing courtside coverage of the NBA in January of this year. Alex made history last August as the first female Sky Pundit on a Sky Sports’ Super Sunday and made waves as a fresh addition to the BBC World Cup
Commentary line up. Alex has been involved in co-presenting Match of the Day Kickabout most Saturday mornings as well as forming part of the presenting team for The Women’s Football Show on Sunday evenings. She also took to writing a weekly women’s football column in the Morning Star and is a regular face on Premier League Productions’ Fan Zones. Away from the world of football, Alex took part in and won Bear Grylls: Mission Survivor and the Sports Relief Strictly Come Dancing special in 2018. Along with her achievements in broadcast, Alex has undertaken some exciting commercial and ambassadorial opportunities. In 2018, Alex began her partnership with Cadbury’s alongside Jamie Redknapp and Ian Wright, which is to continue into this year. She has also begun an ambassadorial role with Nike and is continuing her relationship with Barclays as a key spokeswoman for their move into the world of Alongside this, Alex is an ambassador for Arsenal Football Club. Alex is also heavily involved in charitable projects, working with Premier League Communities and launching the Sky Ocean Rescue and Premier League Plastic Pollution Challenge. She also opened The Alex Scott Academy in 2012 in partnership with Kingston College and Puma, the first of its kind for women in the UK. Alex wanted to create an academy system that not only focused on training but also focused on working towards qualifications, providing players with an unrivalled calibre of training, skill development and match play all while promoting excellence in the class room as well.

Gail Emms MBE

Former World Champion Badminton player

With Team GB achieving unprecedented Olympic success and the whole of the United Kingdom fascinated by the sporting world, Gail Emms MBE is an icon of British sporting success. Former world champion and having won a silver medal at the 2004 Athens Olympic Games with mixed badminton doubles partner Nathan Robertson, the sporting star can now look back on a career that saw her reach the very top of her sport. As one of Britain’s inspiring Olympians, Gail represents the very best of the nation’s sporting offering. Playing badminton from the age of four, she has shaped her career around the sport and began representing her country in 1995. Her appearances in both women’s and mixed doubles tournaments have seen her awarded with gold, silver and bronze medals and she consistently achieved results that saw her reach the top of the world rankings. Inspired by her family’s love of sport, Gail was destined for a glittering career. Now retired from professional competition, she has turned her attentions to sharing the hugely positive impact that sport can have on life and well-being, working as an ambassador for sport and inspiring young people to be more active.

Rebecca Powell

Ella's Kitchen Head of Customer Care

An experienced Customer Care Manager with over 12 years of expertise in the field of Customer Experience. With a passion for delivering exceptional service, Becky has successfully led teams in various industries, ensuring customer satisfaction and loyalty. Throughout Becky's career, she has consistently focused on developing and implementing strategies that enhance the overall customer journey. Adept at building and empowering cross-functional teams, focussing on exceeding customer expectations, increasing engagement and driving brand love on social media.

Divya Kerslake

Utility Warehouse Head of Customer Marketing

Leigh Hopwood

CCMA CEO

Nick King

AutoTrader Insights Director

Carl McCartney

Les Mills Global Sales Enablement Director (Global Markets)

Sabina Onwuka

London Borough of Barking and Dagenham Head of Customer Services

Jo Eighteen

Biffa Head of Customer Experience

Kimberley Anthony

Tide Head of Engagement

Experienced, passionate and data-driven Head of CRM/D2C marketing expert with a focus on customer experience and digital channels. Highly skilled in all things CRM, including multi-channel strategy and optimisation, MarTech implementation/automation, hyper-personalised customer lifecycle journeys and leading teams to drive significant uplift in revenue and customer engagement.

Matthew Harwood

Natwest Head of Customer Communications

Karen Stewart

Standard Life Vulnerable Customer Centre of Excellence - Snr Consultant

Joining Standard Life in Q4 2021, Karen has previously supported customers in vulnerable circumstances throughout her career in both retail banking and energy services.

She supports colleagues in embedding Standard Life’s Principles and Standards, support with best practice, internal and external training and upskilling resources and supporting Standard Life Workplace client visits when looking at our vulnerability management.

Karen is active externally in focus groups and forums around vulnerability and is a Vulnerability Champion for the Collaboration Network.

Focused on providing good customer outcomes, Karen has a particular interest in inclusivity and accessibility for customers and colleagues and showcasing the work we do to support our members.

Having experienced vulnerability personally, Karen is passionate about working to remove barriers and helping people get on with living their lives.

Sham Haque

The LEGO Group Senior Engineer - Contact Centre Technology

Sham has been working in the contact centre space for over 20 years with LEGO Group, and has been involved in a number of platform implementations since 2000.

He's spent his career to date learning, and continues to enjoy being challenged with new problems to solve, and new skills to acquire. Sham loves meeting new people and learning from them, as well as hoping he can share back his experience and knowledge.

A proud husband of 20+ years, father of one near-teenage daughter, and when he gets the chance, loves the mindfulness brought from building a LEGO set.

A keen runner – though he discovered it quite late in life, and now heads up the running club at work and feels frustrated if he cannot get out for a run at least three times a week.

Anna Wilcox

Bupa Head of Customer Experience

Francesca Rea

NewDay Director of Contact Centre and Client Delivery

May 2014, Francesca joined NewDay where she is the Director of Contact Centre & Service Delivery. As a member of the Senior Leadership team Fran directs the omni-channel servicing strategy across E servicing, Mobile App, Digital Messaging, Call centre and Complaints. Fran also provides insight back into the business which supports improvements in CX. 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 transformations and experiences.

Nicky Haddow

Victoria’s Secret UK Head of Marketing

I am an enthusiastic Marketing Expert that is passionate about delivering integrated & impactful 360 marketing propositions & campaigns that are not only Brand & Customer focused but commercially driven & data led. With 20+ years experience in Fashion & Apparel omni channel retailing, I love developing marketing strategies that perfectly align with the overall business objectives and market relevance, whilst driving innovation and retaining brand integrity.

Marco Merkx

IKEA Global Customer Engagement Development Leader

Over 25 years of experience in marketing management and strategy, e-commerce , digital marketing and customer relationship management both in operational and in strategical management roles for mainly fashion, food and lifestyle consumer brands and retailers. On national and international level, in organizations varying from start-ups to multinational corporations.

My professional purpose is to support companies with transformation, innovation and development of organization design, technology and customer engagement. Always based on customer data and insights, leading to tangible results and growth. Specifically realizing customer centricity, digital transformation and omni channel proposition development are my fields of expertise. For this, my commercial and technical know-how are as much of value and importance as are my creativity and my sensitivity towards the human, cultural and organizational aspects.

Currently working for Inter IKEA Systems, the owner and developer of the IKEA concept, range and brand, as Global Customer Engagement Development Leader, working on topics as engagement, loyalty, personalization and crm in an omni channel context.

Jasmin Wheeler

John Lewis Customer Experience Lead

I’m an innovative and energetic Product Lead, motivated by getting the best for the people around me – whether that’s the customers I design for or the teams I work in or lead. My expertise has been built through five years’ working in retail across shops and head office for the John Lewis Partnership, during a period of radical change.

Honest, supportive and aspirational, I enjoy working collaboratively with people to create tangible results with a clear purpose in mind. Through leadership roles on the shop floor and in experience design, I’ve developed an agility to deliver both operational success and strategic vision. I focus on the future while meeting the practical needs of today.

Last year I learned a lot from being part of John Lewis’s Restart programme, which saw the safe and successful reopening of our 38 shops following the first national Covid lockdown. My focus was to ensure we were well placed to adapt to the change in our customers’ needs, particularly those from vulnerable groups.

Progression? I really value it, for myself and the teams I lead. So I’m energised by opportunities through which I can broaden my experience and enable others to reach their full potential.

Charlotte Burridge-Taylor

Volvo Head of Training for Global Customer Care

Strategic, results-focused leader, driving commitment to excellence through learning development and delivery and expert management of teams and processes.

My motorsport background gives me a unique perspective when it comes to premium brands which I have been able to use in the classroom to really bring training programmes to life and drive forward excellent results. Experience with premium brands has also given me a clear understanding of corporate guidelines, KPI’s, processes and the importance of striving for the highest level of customer satisfaction.

Samantha Lewis-Williams

Financial Times Head of Marketing Automation

Anna Wilcox

Bupa Head of Customer Experience

Melanie Fischer

Xero Director, Customer Experience - UK & EMEA

Vanessa Milan

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

Karen Stewart

Standard Life Vulnerable Customer Centre of Excellence - Snr Consultant

Joining Standard Life in Q4 2021, Karen has previously supported customers in vulnerable circumstances throughout her career in both retail banking and energy services.

Karen is active externally in focus groups and forums around vulnerability and is a Vulnerability Champion for the Collaboration Network.

Focused on providing good customer outcomes, Karen has a particular interest in inclusivity and accessibility for customers and colleagues and showcasing the work we do to support our members.

Having experienced vulnerability personally, Karen is passionate about working to remove barriers and helping people get on with living their lives.

Suzanne Lannin

Standard Life Senior Operations Design Manager

Suzanne has worked for Standard Life since 1997 and performed roles in customer service, customer proposition, change delivery and most recently as a Senior Operations Design Manager.

She uses high quality insight to design and deliver enhancements for customers that remove barriers and drive better customer experiences and outcomes. This is enhanced with the use of journey maps and journey performance insight. She has a deep understanding of customer experience through tools such as Voice of Customer, root cause analytics, complaints outcome testing and behavioural science which leads to customer led solutions that are performance tested.

Suzanne is passionate about delivering the best possible outcomes for her customers, supporting them to live their dreams and go into later life with dignity and enjoyment.

Naomi Sweeting

Places for People Director of Customer Research & Insight

Ashutosh Pandey

Eutelsat Group VP Project Management, Quality and Process

Ashutosh is a leading Global Executive in the New Economy sectors of Space Technology, Satellites and Telecommunications.

As a Transformation and Turnaround Leader, he has successfully delivered multi-dimensional cost intensive sustainable transformations bringing in more than 1 Billion Euro financial savings globally for multiple organisations.

As a Business Process Management (BPM) leader, he successfully led enterprise wide transformation of key end-to-end processes across the organisation, thereby unlocking multi-million cash and generate value via simplification, standardization and ERP consolidation (incl Digital Transformation)

As a Quality Management leader, he led successful end-to-end assessments for International standards like ISO 9001, TL 9000, CMMI, IS 27001, IS 18001, EFQM and set up Corporate ESG and Sustainability management metrics.

He has strong expertise in leading Operations and Program management (incl Global PMO), change management and executing customer transformation using continuous improvement methodologies like Lean, Kaizen, Six Sigma and Hybrid/Agile PM.

He is a Certified Lean Six Sigma Master Black Belt (CMBB), ASQ Certified Manager for Quality & Organizational Excellence (CMQ/OE), Certified Process Professional (CPP), ASQ Certified Quality Auditor (CQA), Certified Business Excellence Assessor (CBEA) on EFQM model, Certified Software Quality Analyst (CSQA), Project Management Professional (PMP) and a Fellow Chartered Manager(FCMI) from CMI UK.

Ashutosh is recognised as a cross-industry expert in Business Transformation, Operational Excellence and Lean Six Sigma and he has been a leading panellist and key speaker at multiple international forums globally since 2008.

As a trainer, he has trained 5000+ experts in various continuous improvement methodologies (lean/ kaizen/ six sigma/ design thinking/ agile).

By education, he is a Bachelor of Engineering and also holds a double MBA degree.

Laura Macleod

Virgin Money Senior Product Owner

As a collaborative leader Laura works cross functionally with engineers, designers, data scientists, business stakeholders and customers to align AI product strategies with Virgin Money’s organisational goals and regulatory requirements. Throughout their career Laura has blended a deep understanding of customer needs, digital offerings and emerging AI technologies to create user centric virtual assistants that simplify complex banking tasks, enhancing accessibility and boost customer satisfaction by leveraging data analytics and continuous improvement Laura has driven substantial enhancements in customer engagement, response accuracy and self-serve efficiency. In a world where personalisation and digital convenience are vital, Laura is dedicated to pioneering solutions that make financial services more intuitive, accessible, and future ready through the power of conversational AI.

Tim Fisher

Tapi Carpets Head of Academy

For over 18 years, Tim has led Learning & Development teams in a variety of sectors across Australasia, South Africa, and the UK. With a focus on combining technology with people-centered strategies, Tim works to build lean, high-impact teams that foster growth, enhance skills, and drive meaningful business outcomes for Tapi Carpets.

Daniel Bunton

Cleo AI Head of Customer Support

Mark Nichols

Flagstone Head of Operations

Mark has extensive experience in client success, experience and operations and is now the Director of Operations at Flagstone.

Nicola Adcock

Defence Science and Technology Laboratory (dstl) Optimisation Lead

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.

Helen Luty

Landmark Information Group Head of Customer Experience

“The information was great and enabled a better understanding of some topics that can often be hard to digest. The different sectors/speakers gave a wider perception on what was happening in both the public and private sectors and showcased many of the efforts taken to improve CX.”

Digital Journey Manager, Vodafone Group

“The lead into the event was really welcoming and encouraging - I liked seeing relevant and interesting topics on the agenda, being facilitated to view & connect with other attendees, and the regular reminders to attend. The event itself was at a great location and the facilities/welcome were fab. The speakers were really on-topic for customer engagement and provided lots of ideas that I can take back and apply in my own organisation and use to motivate my teams for success.”

VP Customer Cperations, OneAdvanced OneAdvanced-1

“Genuinely one of the best-run and most informative events of the year. The speakers were engaging and knowledgable, event and venue staff were very helpful, the venue was excellent, and the overall atmosphere was really nice. For a free admission event, the value exceeds some ticketed/paid events! Looking forward to next year's event already!”

Customer Experience & Events Manager, Fluix Fluix

“I thoroughly enjoyed attending this event. Really insightful agenda topics and was great to hear from so many leaders in Customer Engagement & CX.”

Customer Delivery Manager, Correla Correla

Single Ticket

All-Access Pass for Senior Customer Engagement Professionals
6 Topic Stages + Main Stage
Event Networking
Interviews
Pre-Arranged One-to-One Meetings
Lunch Available - Gourmet Street Catering
Networking Drinks Party - Night Summit
All Registrations Subject to Approval
Not Available for Suppliers/Vendors

SUPPLIER TICKET

Vendors & Suppliers pass
6 Topic Stages + Main Stage
Networking and Commercial Opportunities
Interviews
Interactive Panel Debates
Networking Opportunities
Lunch Available - Gourmet Street Catering
Networking Drinks Party - Night Summit
All Registrations Subject to Approval

How do I register for the conference?

Registration to attend the conference is free for senior individuals working in customer engagement. Free tickets provide access to the entire event.

If you want access the on-demand content after the event has taken place, there is a Premium Ticket type which means you'll receive the on-demand talks direct to your inbox.

For those who are suppliers within the industry, you can purchase a supplier ticket.

Registration links for all ticket types can be found above this box.

What should I wear to the conference?

The dress code to all of our events is smart casual. If you're presenting, we recommend wearing more formal attire.

What should I bring to the conference?

Bring your registration confirmation email (printed or on your smartphone), a notebook, and pen. Don't forget any necessary chargers or adapters.

We also recommend downloading the Engage Business Media Event App before you arrive at the conference. You can do this by searching 'Engage Business Media' in your App Store. The App goes live three weeks before the event start date and you'll receive notification to log in via email.

What time does the conference open/close?

Registration opens at 8:15am and we recommend arriving early if you want to guarantee a seat in our Opening Keynotes.

We have several coffee and networking breaks throughout the day as well as a dedicated lunch break.

The Summit agenda concludes at 5:40pm, but please do join us at the Night Summit for live music and a well-deserved drink (alcoholic and non-alcoholic options are available).

Are meals provided during the conference?

There are a number of Gourmet Street Food catering vans providing a range of food. There are also Barista Coffee stands around the venue. There is a bar open from lunch, and an evening Networking Drinks party providing an assortment of alcoholic and non-alcoholic refreshments.

How do I view the agenda?

Before the event, the full agenda will be available on the website and also on our Event App which goes live three weeks prior to the Summit (download the Engage Business Media App in your App Store).

On the Event Day, the agenda is available to view on the Event App only. With the Event App, you can personalise your schedule and receive reminders when your chosen sessions are due to start.

We aim to be as sustainable as possible, so printed copies of the agenda are not available on the day.

How can I network effectively at the conference?

Three weeks prior to the event date, you will be invited into the Engage Business Media Event App where you can schedule meetings. The app is your central hub for scheduling meetings, personalising your agenda, navigating the event, and staying connected with attendees.

In the lead up to the event you can also join our Event Attendees LinkedIn Group. Full details on how to join will be shared on your registration confirmation email.

Can I choose which sessions to attend?

Yes, the Summit offers multiple topic stages and tracks.

You can view the full agenda on our website. Three weeks from the event date you'll also be invited to use the Engage Business Media App. Here you can view the agenda in advance and plan which sessions you'd like to attend.

Some popular sessions may have limited capacity, so we recommend arriving early.

What if I need to cancel my registration?

If you aren't able to make it all we ask is that you let us know.

We do allow you to transfer your registration to a colleague, but they do need to fill in the registration form if this is the case