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.
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
Gabriella Lambert
Nestlé Nespresso SA Head of Customer Experience
Kathleen MacLean
Dr. Martens Global Head of Customer Growth
Neal Silverstein
Specsavers Head of Technology Customer ServicesNeal 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.
Adrian Evans
B&Q Head of Digital Product: Customer Commerce
Sandrea Morgan
Adanola Head of Customer ExperienceCurrently Chair of the Board of Trustees for Your Sanctuary, providing governance leadership to a Surrey-based domestic abuse charity delivering life-saving support, advocacy, and prevention programmes.
My leadership approach is people-focused and motivational, creating high-performing environments where individuals feel valued, supported, and driven to deliver excellent customer experiences.
Passionate about operational excellence, vendor performance management, service design, and customer-centric growth.
Julie Su
Nissan Motor Corporation Global Customer Journey & E-commerce ManagerI have led product strategy and optimisation initiatives across 40+ markets, improving conversion by up to 50% and driving measurable growth through data-driven experimentation and customer journey design.
Robert From
Rail Europe Chief Growth Officer
Ricardo Toral
HSBC Head of Expat International Customer Acquisition
Lloyd Burgess
Veolia UK Head of Customer Excellence
Melda Sofuoglu
Vodafone Global Senior CX & Service Excellence Manager
Linzi Hindle
DHL Supply Chain Director of Customer Experience
Jen Sharp
DHL Express VP Customer Service
Ben Truppin
Lloyds Banking Group Head of Customer PropositionAt Lloyds Banking Group, my focus is on creating innovative and meaningful experiences for customers delivered via our digital and in-person channels. Starting with buying a first home, we're bringing to market industry leading propositions to help UK customers plan for key events in their life.
I am a dynamic product leader with over 10 years of experience in product management and digital transformation, expert in agile methodologies and business strategy. With extensive experience across financial services, I specialise in uncovering challenges hindering the achievement of strategic objectives, crafting credible, iterative plans to address them. I've led teams ranging from 1 to 151 members, bringing a pragmatic approach to problem solving tailored to the context.
My track record includes reducing costs, simplifying technology, modernising systems, driving customer acquisition, and improving retention rates. I've eliminated tens of thousands of hours of manual effort through automation, guided thousands of colleagues in transformative change, initiated hundreds of digital features to transform customer experiences, mentored scores of colleagues to attain promotions and aided colleagues during mental health emergencies.
I offer a unique blend of strategic insight and practical implementation experience and ensure your digital investment delivers tangible results. Whether you're looking to streamline operations, enhance customer experience, or drive growth, I have the skills and experience to guide your organisation through successful transformation in the digital era.
Tammy Martin
Natwest Head of Connected Customer ExperienceI am passionate about taking the very best of technology to solving business challenges, delivering value, unlocking the full potential of colleagues and creating best in class customer experiences, through human centred design.
Extensive experience in the design, implementation and continued evolution of new and emerging channels and servicing capabilities, many of which were first to market such as, Video Banking, Async Chat, Chat Bot, Voice Biometrics, Automation, CRM and IVR.
Ange Johnson De Wet
Barclays Business Banking Technology | Lending Delivery DirectorAnge's profile from a people leadership, technology and transformation and banking and consulting point of view:
• Leadership and People – Ange improved the culture of the 200+ onboarding technologists and 15k+ change professionals. Structured the organisation of 50+ onboarding engineers. She also reorganised a 500+ technology organisation.
• Technology and Transformation impact – Ange delivered people, process and system improvements across commercial billing, money markets finance, risk and regulatory reporting, data quality, programme improvement, engineering, coding, testing, cloud, DevOps, test driven development, behaviour driven development, pair programming, code refactoring and mainframe migration.
• Banking consulting and problem solving – Ange is passionate about the craft of stakeholder management, issue based problem solving, effective communications and vision and strategy development and delivery. 18+ years of experience with 9 years of investment and commercial banking and 9 years of consulting experience.
Jessica Ham
National Grid Head of Customer Experience
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.
Lee Haslett
Celestyal Cruises Chief Commercial Officer (CCO)
Wei Kuan Lim
Ten Lifestyle Group Chief Transformation Officer
Emma Perkins
Experian Head of CX Strategy EMEA & APACEmma is committed to health and wellbeing and prior to joining Experian was fortunate to work in the fitness industry combining her love of being active outside with great Customer Experiences.
James Vukashin
phs Group Head of Customer Experience and Customer ExcellenceJames has over 20 years’ experience in customer roles, working across varies blue chip businesses as well as startups. This has included leading large contact centres, cross functional teams and delivering large change programmes for some well-known brands.
Currently the Head of Commercial Operations at phs Group, his focus is on improving the customer experience, increasing customer loyalty/reducing churn, ensuring the commercial teams are as efficient as possible, driving a new data strategy, ensuring the business is insight focused, the sales teams deliver and have the tools/systems to do the job and ensuring customer needs are met through a great service delivery, pricing model and product range.
Abdul Khaled
E.ON Next Head of Digital | Customer Experience & Digital Products
Jo Hetherington
Head of Customer ExperienceMy work has been recognised industry-wide, serving as Chair of Judges at both UK and International Customer Experience Awards, contributing to senior CX and Service forums, and being featured in multiple industry leadership listings. Alongside my CX career, I am committed to creating inclusive workplaces.
I’m driven by the belief that exceptional customer experience is a strategic growth engine and I’m passionate about leading teams that make this real.
Simone Woodrow
HM Revenue & Customs Head of Customer Experience, Equalities & Extra Support
Gabriel Ross
Homeprotect Home Insurance Head of Customer StrategyGabriel 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
ComAve Head of Customer Support
Harry Blamire
The Royal College of Surgeons of England Director of Customer ExperienceI bring a unique blend of strategic vision, commercial acumen and customer obsession to every challenge.
Recognised as a thought leader by APS and Retail Jam, I’m passionate about sharing best practice and pushing the boundaries of what digital can do for customers and businesses alike. Whether driving digital transformation, optimising customer journeys or unlocking new revenue streams, I help organisations achieve high-performance growth by putting the customer at the heart of everything.
Joss Murdoch
Energy Saving Trust Customer Experience SpecialistI’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 ExperienceHelen 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.
Simge Sertbas
JLR UK Client Experience Design Lead
Natalie Fuller
Zempler Bank Head of Customer Experience
Leigh-Anne Gray
Vanquis Senior Specialist Complaints ManagerIn my current role for Vanquis Banking Group, I am responsible for making sure the Group handles, responds to, and learns from the Financial Ombudsman Service. My key focus is using the valuable lessons complaints give us and using them to educate the wider business on how we can better serve our customers.
Luke Squires
Forge Holiday Group Group Director of OperationsLuke Squires is Group Director of Operations at Forge Holiday Group, leading operations across Sykes Holiday Cottages and Forest Holidays. He is responsible for the end-to-end guest experience, from booking through to returning home, ensuring it is seamless, high quality, and commercially effective.
Luke joined the group over four years ago, initially leading contact centres at Sykes before moving into broader roles spanning owner retention, customer service, and now full operational leadership.
Prior to this, he held senior roles at Virgin Holidays and Virgin Atlantic, leading retail divisions, contact centres, and HR functions.
He has a passion for technology and innovation, with a focus on building strategies that are transformative rather than incremental. Luke is also a vocal advocate for the neurodiversity community, committed to challenging perceptions, celebrating differences, and creating environments where people can thrive.
Richard Murray
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Vanessa Milan
Cambridge University Press & Assessment Head of Voice of the Customer, Global OperationsI am a passionate Voice of the Customer lead and a natural advocate for customers. I am skilled at engaging internal stakeholders to strategically improve the customer experience across Cambridge University Press and Assessment.
I am a self-starter and multi-disciplinary person who leads the development and execution of the Voice of the Customer programme, strategy and governance for Global Customer Service, Credit Management, Royalties, the English division Channel Partners and English and Education product platforms at Cambridge University Press & Assessment.
Laura Canellas
Sky Director of CSG StrategyA 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.
Jonathan O'Connor
Tructyre Resource Planning ManagerMy working experience covers a wide range of jobs in an array of industries. I am a reliable, hard-working, ambitious and creative person who works well under pressure and by means of my own initiative. I am an effective team player or I can operate successfully and resourcefully alone.
I am good with people and pride myself upon being able to familiarise and adapt easily to different environments. I have a strong working knowledge of MS Excel and other MS applications such as Outlook, Word and PowerPoint.
I have experience in leading a team, with a strong understanding of performance metrics. Very comfortable analysing large sets of data and extracting relevant information, experience of workforce management systems and other Genesys products.Good communicator both written and verbal, and am adept at writing concise reports that relay key information to stakeholders.
Above all else I am a practical, dependable, trustworthy, friendly and sociable person.
Carly Gibbs
Olympia Events General Manager - International Convention CentreCarly 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.
Melanie Fischer
Xero Director, Customer Experience - UK & EMEAResults-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 Partner: Director of CustomerI have a reputation for developing high performing teams and driving successful operational, digital and organisational design changes. A committed customer brand ambassador with an in-depth knowledge of customer service excellence and a passion for automation, technology and continuous service improvement. Passions include Technology, Mentorship, Music, Social Impact, Sustainability, Sport & Wellbeing and spending time with family. I also invest in opportunities with that align with these interests.
Over the past few months, I’ve been actively involved in various short-term contract and community projects that allowed me to continue contributing to customer experience transformation while giving back to local organisations. These projects have reinforced my passion for leveraging technology and strategy to create seamless and personalized customer experiences. Now, I’m ready to bring these fresh insights and a renewed focus to a senior CX role where I can drive significant business outcomes.
Malory Beaham-Powell
WeWork Senior Manager, SaaS Customer Success
Steve Morrell
ContactBabel Managing DirectorThe in-depth coverage provided by ContactBabel’s ongoing primary research projects is matched by our experience analysing the contact centre industry. We understand how technology, people and process best fit together, and how they will work collectively in the future.
Steve has written hundreds of research reports and his opinion on contact centres has been featured on the BBC, ITV, Sky, the Guardian. Forbes and the Financial Times.
Alexander Toft
Moonpig General Manager International
Nicki Young
RS Group Chief Customer OfficerUnder 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 OfficerRichard 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 OfficerKevin 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, CCOA 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 OfficerI'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 OfficerPreviously 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
Martin Villanueva
IKEA Global Customer Engagement Lead
John Anderson
NBCUniversal Director of RetentionJohn 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 ServiceA 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 ManagementNessa 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• 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 ExecutiveThe 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
Moritz Wolf
HP Global Head of CRM CoE – Data, Intelligence & OperationsI 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 & IrelandPaul 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
Sean Philip
Legal & General Customer Engagement & Activation DirectorSean 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
Thomas Husson
Forrester VP, Principal AnalystThomas 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
Teodora Tepavicharova
Condé Nast Director, Programmatic StrategyTeddy is an award-winning strategist and commercial leader in marketing and advertising, currently overseeing Condé Nast's Programmatic activations in the UK and supporting Western Europe with their programmatic go-to-market strategy, planning, and implementation. She manages the activity across leading titles including Vogue, Tatler, GQ, CN Traveller, Wired, House & Garden, Glamour, Vanity Fair, AD and The World of Interiors, 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.
Allison Coucher
Sky Head of Business ServicesTechnology 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 AnalystSakina 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 ExperienceWhat 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
Francesca Rea
NewDay Director of Customer Operations
John Rankin
Sky Director of Home Service & Broadband Service DeliveryJohn 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 DirectorWith 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.
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.
Ross Antrobus
LIV Golf SVP Insight and Analytics
Elizabeth Ajala
Monzo Bank Risk and Control DirectorElizabeth 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
Jana Kreissig
Porsche AG Customer Research & Insights Expert
Neal Silverstein
Specsavers Head of Technology Customer ServicesNeal 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 DirectorNick 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.
Michalina Bidzinska
Fortnum & Mason Commercial Lead UX DesignerShe 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.
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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
Melanie Fischer
Xero Director, Customer Experience - UK & EMEAResults-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.
Tracy Lawson
The Open University Director Contact Centre
Preyan De Silva
Wimbledon Head of Ticketing, All England Lawn Tennis Club (AELTC)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
Edward Sims
EnviroVent Customer Experience DirectorWith 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, & InsightsJohn 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
Samantha Lewis-Williams
Financial Times Head of Marketing Automation
David Bellinger
Network Rail Head of Insight
Jessica Ham
National Grid Head of Customer Experience
Aida Mutapcic
KFC Customer Recovery Manager | MarketingWith over 15 years of experience in customer service and operational excellence, Aida brings a proven track record of managing and nurturing high-performing teams within the hospitality sector. In her current role as Customer Recovery Manager at KFC UK & Ireland, she leads initiatives focused on customer recovery, satisfaction, and loyalty-turning challenging situations into positive experiences. Aida’s leadership style emphasizes empathy, data‑driven decision-making, and continuous learning, ensuring consistent enhancements in both service quality and team performance.
Throughout her career, Aida has championed transformation and resilience, as shown by her success in developing recovery strategies that balance customer expectations and brand standards.
Kiran Uppal
ASOS Head of Customer Care Experience & TransformationI 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
James Vukashin
phs Group Head of Customer Experience and Customer ExcellenceJames has over 20 years’ experience in customer roles, working across varies blue chip businesses as well as startups. This has included leading large contact centres, cross functional teams and delivering large change programmes for some well-known brands.
Currently the Head of Commercial Operations at phs Group, his focus is on improving the customer experience, increasing customer loyalty/reducing churn, ensuring the commercial teams are as efficient as possible, driving a new data strategy, ensuring the business is insight focused, the sales teams deliver and have the tools/systems to do the job and ensuring customer needs are met through a great service delivery, pricing model and product range.
Oliver Parsons
Lloyds Banking Group Head of Ecosystems, Customer PropositionsOliver 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.
Emma DeSena
London Marathon Events Head of Customer EngagementEmma 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 CXEllie 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
Rebecca Brooks -Daw
The AA Head of Group Customer ExperienceI really see CX as a mindset and not a role, it’s a profession full of people people and I am definitely a people person, I think all CX people are, and that’s the bit I most love about my job; creating, maintaining and improving the experiences and interactions that we (people) have with brands. The other super important part of CX that I love, is its importance within the commercial sustainability of a business.
My mantra is "constantly strive to deliver a consistently excellent experience". People want brands, products and services they can depend on and trust.
I use a wide variety of CX techniques to drive acquisition, value and retention; customer listening, analysis and interpretation of insight, stakeholder engagement, customer journey mapping, embedding customer outcome metrics, effective governance, strong business case development and encouraging customer centricity through cultural change.
Phil Quickenden
London Borough of Camden Head of Customer and Registration Servicespassionately believes that technology and channel choice are valuable tools to support the real stars of the contact centre, the agents who answer the calls.
In his current role as the Head of Customer & Registration Services at the London Borough of Camden Phil is exploring how technology can enhance and develop a new kind of super-agent, equipped with digital skills and expertise which empower customers to play a greater role in their own journey. A self-confessed data geek, Phil believes that through unlocking the intelligence of the contact centre, organisations can move their understanding of the customers they serve to a whole new level, which in the public sector, means changing lives.
Doris Kauffman
Porsche AG Manager Customer Research & Insights
Emma Newell
Financial Times Head of Operations, Customer CareI 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 SupportAfter 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
Claire Jackson
Sky Head of Internal Communications, Campaigns & ChannelsHer 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 ProductsBeyond 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 ExperienceHelen 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.
Robin Spinks
RNIB Head of Inclusive Design
Jo Eighteen
Biffa Head of Customer ExperienceAs 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 AdvisorDuring 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
David Walker
OVO Head of Lifetime Customer Value
Tamara Essawy
The Guardian Senior CRM Manager
Abdul Khaled
E.ON Next Head of Digital | Customer Experience & Digital Products
Lucie Child
Transport for Greater Manchester Head of CustomerLucie 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 & StrategyWith 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 CommunicationsNicki 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.
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Anna Wilcox
Bupa Head of Customer Experience
Van Valdez
Financial Conduct Authority Insight & Evaluation Lead
Áine Egan
Halfords Training and Development LeadI’m an award-winning Training and Development professional, proud to have earned Silver Trainer of the Year at the 2023 CCMA Awards. From air hostess to contact centre team leader, my journey has been anything but ordinary — and every step has fuelled my passion for creating training that’s engaging, inclusive, and impactful.
Now, as Group Induction Lead, I’m focused on transforming how new colleagues join the business. I’m building a consistent, structured induction experience that sets people up for success from day one.
I’ve delivered training globally, partnering with BPOs in South Africa and India to design learning that resonates with diverse audiences. Whether it’s customer service or onboarding, I believe every learner deserves training that’s clear, confident, and full of personality.
I’m driven by a love for learning, a commitment to excellence, and a mission to make every induction feel like a warm welcome — not just a checklist.
Camelia Maftei
Micheldever Tyres Services Customer Contact Centre Manager
Niclas Winblad
Sky Head of Product Management
Denis Omara
Aston Group Chief Information Officer
Mardien Drew
YouGov Customer Marketing LeadAt 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
Luke Ollerhead
The Very Group Senior Insight Manager Customer Care
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 ServicesSabina Onwuka is an award winner in Customer Experience and Innovation. She is also a champion of Customer & Colleague Experience. A passionate & knowledgeable Public Speaker she engages and inspires audiences with a dynamic approach tailored to their specific needs. A Coach, a Mentor and Leader with a genuine desire to support young leaders to be a better version of themselves for tomorrow's world. Sabina teaches how to foster team spirit, resilience, team motivation and confidence. She demonstrates how to create a safe place for people to express their concerns in any workplace situation, which is more important than ever. Sabina sits on the Standard Advisory Board of the Contact Centre Management Association, is a Chair of governors at her local primary school and Heads the Customer Services department at The London Borough of Barking & Dagenham.
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Julie Rendle-Eames
West Sussex County Council Head of Customer ExperienceMy 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 LeadNicola 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 ExcellenceJohn 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
Naomi Sweeting
Places for People Director of Customer Research & InsightShe has worked across the public and private sector including positions at Lloyds Banking Group, Central Office of Information, The Research Factor and The University of the West of England.
Naomi is currently Director of Customer Research & Insight at Places for People, and has held previous senior roles at Grand Union Housing Group and Alliance Homes.
Naomi is passionate about understanding customers’ needs and evidencing the importance of inclusion in driving operational efficiency and customer experience.
The award-winning psychographic segmentation Naomi has developed has now been delivered for 14 housing organisations.
Annisha Taylor
Ofcom Head of Equality, Diversity & InclusionAnnisha 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 ExperienceCustomer Experience senior leader, having transitioned from successful senior career in arts management.
Shilpa Manikanteswaran
Decathlon Insight Analyst & Personalisation SpecialistShilpa 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 StrategyJo 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 InsightsI 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
Diane Monk
Cognita Head Of Customer Experience
Leigh-Anne Gray
Vanquis Senior Specialist Complaints ManagerIn my current role for Vanquis Banking Group, I am responsible for making sure the Group handles, responds to, and learns from the Financial Ombudsman Service. My key focus is using the valuable lessons complaints give us and using them to educate the wider business on how we can better serve our customers.
Aleisha Hales
Silverfin Head of Customer Success UK & Growth Markets
Alex Keynes
Arrive Head of Product – Driver’s Experience
Jamie Carter
Belron International Voice of the Customer Manager
Hanna Fredriksson
Arrive Head of Global Customer CareMy 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
Rhio Cory
Ticket Tailor Head of Customer Experience
Caroline Sams
Canon Customer Engagement Lead
Joseph Carter-Bell
The Pools Director of Customer Success & Operations
Tom Kirby
Mindvalley Head of Customer Experience
Beth Simpson
Canon Europe EMEA Customer Marketing Senior ManagerAs 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
Sarah Mitton
Sovereign Network Group Head of Customer Engagement
Mike Brinn
TLC Worldwide Global Loyalty Director
David Tainton
Vodafone Senior Manager: Chatbot, AI and Voice
Raj Khalid
Regal Cineworld Group Customer Experience Manager
Sam Holley
Lloyds Banking Group Senior Messaging Experience & Performance ManagerEnjoying 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
Hannah Ratcliffe-Barnes
HSBC Social Media LeadI'm passionate about authenticity - in leadership, communication, and in how we show up for customers.
Tom Barker
Jungle IT Client Relationship Manager
Malory Beaham-Powell
WeWork Senior Manager, SaaS Customer Success
Laura Franklin
West Sussex County Council Customer Service Centre ManagerMy 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 Senior Technical LeadBogdan has led specialist teams in implementing automation through AI at scale, delivering and operating enterprise platforms across geographies.
He has a track record in achieving superior customer experiences and delivering significant cost efficiencies by leveraging AI and machine learning technologies worldwide.
Bogdan is also a speaker at global conferences on AI, data privacy, counter-intelligence and security.
Background in electronics and telecommunication engineering.
Josh Lambert
Vanguard Product Lead
Anshul Garg
Maersk Senior Data Product OwnerOver 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
Danny Starr
Global Product Lead, CXDanny 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
Clarissa Valiquette
AAT Director Customer Experience
Ian Banks
Ventrica CEO
Chris Holt
Holt CX Consultancy Director
Stephen Akadiri
Grey SEO Growth ManagerStephen 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
Grace Bucksey
Nextiva Enterprise Account Executive
Steve Morrell
ContactBabel Managing DirectorThe in-depth coverage provided by ContactBabel’s ongoing primary research projects is matched by our experience analysing the contact centre industry. We understand how technology, people and process best fit together, and how they will work collectively in the future.
Steve has written hundreds of research reports and his opinion on contact centres has been featured on the BBC, ITV, Sky, the Guardian. Forbes and the Financial Times.
Leigh Hopwood
CCMA CEOAs 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.
Jo Causon
Institute of Customer Service CEOJo 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
Ian Gibbs
Data & Marketing Association Insight and Planning Director
Laura Godfrey
Ipsos Head of Client Service Team, CX
Mark Clydesdale
Tap CXM Head of Strategic Consulting
Max Lowenthal
Decagon Director of Agent Product
Tom Miller
Invoca Senior Director, Customer Success
Steve Brockway
The Harris Poll UK, A Stagwell Company Chief Research Officer
Logan Randolph
Sierra Head of Expansion
Suveer Kothari
Sierra Head of UKIn 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
Lea Schremmer
PlayPlay UK Field Marketing Manager
Richard Davey
Reputation Director, Customer Success - EMEA
James Towner
ArvatoConnect Chief Growth OfficerJames 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.
Mike Stewart
ArvatoConnect Head of Digital Practice & AIMike 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
Damien Popote
Mayday CEO & Co-FounderDamien 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 UKHugo 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
Dvir Hoffman
CommBox CEOAs 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
Sean Brownell
Sprinklr Principal Solution Consultant
Rich Wall
Sprinklr UKI Solutions Director
Raoul Monks
Flume Founder and CEO
John Sills
The Foundation Managing PartnerJohn Sills is Managing Partner at the customer-led growth company, The Foundation, and author of the award-winning leadership book, 'The Human Experience'. 25 years ago, he started his career on a market stall in Essex, and since then has worked in and with companies around the world to make things better for customers. He’s been in front-line teams delivering the experience, innovation teams designing the propositions, and global HQ teams creating the strategy. He’s been a bank manager during the financial crisis (not fun), launched a mobile app to millions of people (very fun), and regularly visits strangers’ houses to ask very personal questions (incredible fun). He now works with companies across industries and around the world, and before joining The Foundation spent twelve years at HSBC, latterly as Head of Customer Innovation.
Hugo Rayne
GM, Europe ElevenLabs
James Adamczuk
Zoom Global CX Strategy LeadJames 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
Chris Thomson
Treasure Data Account Director
Eleanor Telling
Medallia Senior Director Experience Advisory
Frank Sherlock
Callminer VP International
Matthias Goehler
Zendesk Chief Technology Officer, EMEAMatthias 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
Jason Roos
Cirrus Response Chief Executive Officer
Vanessa Piacente
ElevenLabs Head of International Customer Success
Peter Aitken
Kantar Head of Customer Strategy & Insights
Marlon Hills
Braze Senior Area Vice President, Northern Europe
Gillian Chamberlain
Capita Managing Director UK and Ireland
James Cadman
Luware Chief Customer Officer
James Farnhill
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Tim Smee
NFON Senior Product Manager
Kelly Hazelton
Zoom Contact Centre Specialist
Stephanie Lias
Sprinklr Senior Product Marketing Manager
Garry Ovenell
Talkdesk Vice President of Solution Engineering for EMEA
Sue Conley
SS&C Financial Services International Senior Director, Retail ServicingWith 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
Carrie Hegan
Baringa Partners Customer Expert and Practice LeadCarrie 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 ConsultingI 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.
Siobhain Goodall
Ventrica Senior Client Executive
Luke Atkins
Front Customer Support Lead, EMEA
Simon Fraser
InMoment VP, Insights & Consulting
James Bedford
Foundever VP Customer Success
Jesse Zhang
Decagon CEO & Co-founder
David Jeans
The Harris Poll UK, A Stagwell Company Client Services Director
Fergus Walsh
Braze Senior Account Executive, Enterprise
Stuart Dorman
Sabio Group Chief Innovation Officer
Will French
Treasure Data Account Director
Xenofon Papadopoulos
Marshmallow CTO
Jes Breslaw
Seismic Head of EMEA Marketing
Vellanki Sriharsha
Khoros AI Product ManagerHe’s building AI-powered personalization and intelligent experiences for Khoros platforms that prove AI's greatest ROI comes from fostering belonging - by helping brands build tribes, not just user bases. With over a decade of experience across e-commerce, media & OTT, supply chain, and RegTech industries, he brings deep expertise in transforming user experiences into meaningful connections.
An evangelist for Full Stack Product Management, Vellanki mentors leaders to see beyond automation, and use AI to amplify empathy and create spaces where customers become family.
Oliver Fitzgerald
Talkdesk Enterprise Account Executive
Mike Bohnett
Sendbird Chief Revenue Officer
Matt Mulconroy
Elevenlabs GTM UK&IMatt 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
Sharon Rajan
Sprinklr Principal Solutions Consultant
Sid Farmiloe
Dialpad EMEA Sales Engineer
Luke McNamara
Trusst AI Sales Director
Tim North
Connect Vice President of Strategy Execution
Douglas Orr
Message Matrix CEO & Founder
Shorit Ghosh
Ada General Manager, Voice
Sally Hodgin
Connect Principal AI Consultant
Huw Jones
Verint Director, Solutions Consulting
Rob Bacon
NFON Head of Contact Center Hub and Pre Sales
Martin Hill-Wilson
Brainfood Training Co-FounderMartin 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.
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 AdvocateMy 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.
Nick Brice
Soul Corporations CEONicholas 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.
Brandie Deignan
Pier Health Group Chief Executive OfficerIn early 2021 Brandie joined primary care within NHS in general practice as Chief Executive Officer. Prior to this role, Brandie was Managing Director at Marco Pierre White Restaurants, cementing her c20 years’ experience in the consumer service delivery industry across hospitality, retail and aviation. Before her MD role, Brandie held senior leadership positions at British Airways Plc, Tesco Plc, Whitbread, Travelodge and Hilton Hotels, where she started her career as a graduate trainee and worked her way up.
A true trailblazer, Brandie was the first female MD to hold her MD role at MPW Restaurants. As of 2020, Brandie was the first black female MD within branded restaurant groups in the UK. Brandie was recently named as one of the top 15 BAME high fliers in travel and tourism industry, and was a finalist at the Black British Business Awards, Senior Leader, Consumer and Luxury 2020. Brandie was recently voted No 41 of the Top 50 listening leaders and also nominated in the National Diversity Awards for positive role model, gender diversity.