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
Ian Plummer
Autotrader UK Chief Customer Officer
Gabriella Lambert
Nestlé Nespresso SA Head of Customer Experience
Kathleen MacLean
Dr. Martens Global Head of Customer Growth Strategy & PlanningWith more than 15 years of experience across scale-ups, technology businesses and global consumer brands, Kathleen has built and led growth, customer intelligence and digital transformation initiatives spanning automotive, clean technology, telecommunications, fintech and retail. She has worked with organisations including Dr. Martens, BMW, O2, BT, Huawei and ev.energy, helping businesses accelerate customer acquisition, increase retention, optimise customer lifetime value and deliver measurable commercial growth.
Known for translating complex customer, data and organisational challenges into practical growth strategies, Kathleen combines deep expertise in customer intelligence, digital transformation and commercial strategy to help businesses uncover untapped opportunities, scale more effectively and build the foundations for long-term success.
Her approach bridges strategy and execution, enabling organisations to turn customer insight into sustainable growth and competitive advantage.
Andrew Webber
END. Chief Digital & Customer OfficerStrategic whilst being technical and execution-focused, I have a track record of helping brands build a deep customer understanding and utilising that to build more profitable and efficient acquisition and retention journeys.
As the previous founder of an AI company, I use this experience to reshape the people, technology and processes needed to future-proof businesses for the modern world.
Sandrea Morgan
Adanola Head of Customer ExperienceSandrea is a Senior Customer Service and Experience leader with over 20 years’ experience building and transforming global support functions across fashion, beauty, e-commerce, start-ups, and the public sector. She has led both in-house and outsourced operations at scale, spanning B2C and B2B environments, with deep expertise in digital-first customer support.
A strategic and commercially focused leader, Sandrea is known for transforming customer support from a reactive service into a proactive, insight-driven growth engine. She specialises in contact reduction, AI-enabled service design, and operational excellence, consistently improving efficiency, customer satisfaction, and revenue through smarter journeys and data-led decision making.
Passionate about the Voice of the Customer, Sandrea works cross-functionally with product, marketing, and technology teams to turn customer insight into meaningful,
measurable change. She is equally committed to building high-performing, engaged teams, with a strong focus on coaching, development, and leading through transformation.
Joanna Reynolds
Beauty Pie Director of Customer Experience (CX)
Adrian Evans
B&Q Head of Digital Product: Customer Commerce
Sharon Braude
Virgin Active Global Group Director Marketing Technology
Robert From
Rail Europe Chief Growth Officer
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.
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.
Aida Mutapcic
KFC Customer Recovery ManagerSpecializing in customer service management and process optimization, I am passionate about aligning operational strategies with evolving customer needs. My mission is to empower teams and deliver exceptional experiences through collaboration, innovation, and effective communication. I remain committed to driving continuous improvement and fostering a positive organizational culture.
Melda Sofuoglu
Vodafone Global Senior CX & Service Excellence ManagerWith cross-sector experience spanning Telco, BPO, and Services, Melda influences senior leaders and delivers sustainable operational and customer outcomes. She holds a doctorate, bringing an academically rigorous perspective to her work, and is recognised as a distinctive voice in the UK CX community.
Anna Gradil
Depop Senior Director, Sellers & CXKey achievements include:
- Leading Depop's global seller acquisition and management programmes
- Scaled multi-channel network from startup to industry leader as COO, growing revenue X% in 3 years while building a global team of 70+ across 3 countries
- Launching and scaling YouTube's partner program across multiple international markets
- Building and leading cross-functional teams across YouTube EMEA
Passionate about marketplace dynamics, creator economy, and sustainable fashion.
Amanda Bishop
Holiday Extras Head of Customer Service Journeys/Operational AI
Zack Wragg
Merlin Entertainments Senior Global Digital Commerce Product OwnerMy background is broader than most: a computer science postgraduate, a chartered marketer, and over fifteen years of hands-on experience spanning paid media, SEO, ecommerce platforms, CRM, digital product and data strategy. That breadth has been the consistent differentiator, particularly in complex, multi-site environments where the commercial, technical and marketing agendas need to be connected rather than siloed.I've done this at Hilton across APAC and EMEA, at Merlin across 140+ attractions and resort hotels globally, and in leaner businesses like Elite Havens and Crabtree & Evelyn where I've had to build capability largely from scratch.
Outside of work I'm a PADI Divemaster, a Mountain Leader, an ultrarunner and a former professional freeskier, which probably says something about an appetite for environments that are technically demanding and occasionally unpredictable.
Lisa Johnstone
Virgin Media O2 Director of Priority, Loyalty & Rewards
Linzi Hindle
DHL Supply Chain Customer Experience DirectorKnown for combining strategic vision with authentic leadership, Linzi has built a culture where customer insight drives action, innovation, and growth. This has contributed to industry recognition including multiple UK Customer Experience Awards, most recently Gold for Best CX Strategy and Best Measurement.
A regular conference speaker and industry judge, she is passionate about creating lasting competitive advantage through customer-centric leadership and an advocate for creating cultures where customer experience becomes everyone’s responsibility.
Jen Sharp
DHL Express VP Customer Service
Andrew Gale
Financial Times Head of Subscription Management & RetentionI lead subscription strategy across re-contracting, cancellations and save journeys, subscription self-serve, service communications and ARPU-driving initiatives.
Charlotte Vlahavas
The Economist Global Head of Subscriber Retention & EngagementPassionate about the role of AI in customer engagement, Charlotte is leading work to develop AI-powered decisioning and personalised retention experiences, helping shape how The Economist delivers more relevant customer interactions at scale. She also serves as the B2C AI Lead, supporting AI adoption across the organisation.
Carolyn Forbes
The Telegraph Head of Service Innovation
Aislinn Mallon
The Guardian Head of CRM
Simge Sertbas
JLR UK Customer Experience Design Lead
Jo Harris
Quilter Chief Customer Officer
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.
Lucy Johnson
Bupa Customer Contact Enabling Lead
Natalie Rea
Clarity Environmental Chief Executive Officer Natalie is CEO of Clarity Environmental, winner of the Engage Great Place to Work Award 2025 and Engage Best Employee Wellbeing Strategy 2025. Named in the FEBE growth 100 list 2 years in a row, an annual ranking highlighting the 100 fastest growing privately owned businesses in the UK, Clarity Environmental celebrates an enviable 99.6% customer retention, demonstrating how forward thinking and futuristic people and culture strategy,
directly transforms customer experience and financial performance.
Natalie is a Great British Entrepreneurial Award Winner, approaching her CEO role from an HR background and will share her case study,
detailing how Clarity’s unique people strategy developed a culture of “People with purpose, finding joy in the job, turning visions into victory.”
As a speaker, Natalie openly shares the core methodologies driving award-winning employee engagement of 97% of employees agreeing they would recommend Clarity as a place to work and how this engagement strategy achieved more than 58% profit growth in 2 years.
Will Abbott
Workspace Chief Customer Officer
Judy Boniface-Chang
Birdie Chief Customer OfficerI build the commercial engines that make mission-driven companies grow. But if there's one thing twenty years has taught me, it's that strategy doesn't fail on the spreadsheet. It fails in the gap between what leaders decide and what teams actually believe. Culture and trust aren't the soft edges of transformation; they're the whole game.
I've built and restructured teams across the US, EMEA and APAC, and every time, the technical part was the easy bit. The hard part was earning the trust to take people somewhere they couldn't yet see.
At Birdie I coined the vision "it takes a village", not as a tagline, but as a genuine organising principle for how we lead and build an impactful culture that puts the person receiving care at the centre, and connect everyone around them. Over the last four years I've led a transformation of our customer organisation, redesigning it into segmented functions and embedding AI early and deliberately. While that drove a sign improvement in gross margin, the result I'm proudest of is a team that stayed engaged through the change rather than bracing against it. You don't get one without the other.
I'm convinced the leaders who win the next few years won't be the ones with the best AI roadmap, but the ones who build enough trust for their people to actually use it well. If you're wrestling with how to lead change without losing the humans in it, I'd always welcome the conversation.
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.
Hady Kalaf
Bel Chief Capability OfficerDealing with uncertainty, building resilience, searching for meaning and transforming myself have been my lifetime story and the catalyst of my growth journey.
These experiences didn’t just shape who I am; they shaped how I lead, coach, and empower others to thrive in complexity.
As an Executive Business Coach and transformation partner, I help leaders and teams become future ready. My approach is tailor made and focuses on challenging linear mindset, embracing creativity and reimagining what’s possible.
Jamie Thorpe
Ipsos Chief Experience Officer
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.
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.
Ben Truppin
Ford Credit Europe Group Product ManagerWith experience across Ford Credit Europe, Lloyds Banking Group and Barclays – amongst others – I’ve typically sat at the intersection of product, transformation and technology teams and am consistently asked to walk into complex environments to generate straightforward experiences that customers can complete themselves.
Turning ambiguity into structure is a common thread, as is navigating the early part of making change happen. You might recognise this, it’s when organisations know they need to do things differently but are yet to settle on exactly what that might look like in practice.
With autonomy to get close to customers, understand their problems, and then to work with people who care about improving these experiences is where I do my best work.
Kate Philpot
Getty Images Vice President Global Sales EnablementFor the past decade, I have ascended through Getty Images in increasingly senior sales and service coaching, performance optimisation and training roles, currently as Vice President for Global Sales Enablement and ERG Co-Chair.
Alongside this, I am an Advisory Board Member for Black Women in Tech, helping them focus their short-, medium- and long-term strategic and tactical ambitions.
My earlier career includes founding and running a consultancy business specialising in commercial negotiation, sales skills, leadership and management training, working with major corporates. Prior to this, I was Director of Sales Capability at GlaxoSmithKline, having started at Mars and Shell.
Leveraging my substantial worldwide business development and training experience, including full life-cycle programme design and execution, and a passionate commitment to advancing DEI agendas, I drive talent acquisition and development and place diversity, equity and belonging at the core of commercial success and compliant ways of working.
With a reputation as an inclusive, pragmatic and motivational executive mentor, I support the design of digitally enabled processes and identify behaviours for customer-centric commercial success, while making a compelling case for greater professionalisation in sales.
As a thought leader and panel member, I present at major industry events and conferences including the Sales Enablement Collective Conference and Everywoman Summit.
In recent years, I have been shortlisted for the Novi Inspirational Leader Award and Computer Weekly’s ‘Most Influential Women in Tech’.
Sam George
Skyscanner Head of Global MarketingCurrently working on a 12-month contract with Motorway where I lead the D2C CRM team responsible for lifecycle comms to 5 million+ customers who have listed their cars on Motorway.
Previously I was also with the Expedia Group leading multi-channel demand generation and CRM life cycle automations for Expedia TAAP, a travel booking platform used by over 1 million travel agents worldwide.
Lisa Beeching
ManyPets Head of People and Organisational EffectivenessCurrently Head of Business Support at ManyPets, I was hired to build a new pillar covering Transformational Change, QA, Complaints, Training, Resource Planning and MI—creating structure, insight, and operational consistency across the organisation.
Previously at First Central, I led Quality Assurance, Supplier Management, Operations, and Risk across multi‑site, outsourced and offshore teams. I delivered major advancements including speech analytics across 100% of interactions, a centralised QA hub, enhanced first‑line risk governance, and a supplier framework overseeing multimillion‑pound portfolios. Earlier, I scaled operations from 100 to 400 FTE and introduced multi‑channel capabilities, self‑service journeys, and new platform deliveries with IT and Finance.
I’m passionate about simplifying complexity, building strong teams, and using insight, technology, and governance to drive better customer outcomes and operational excellence.
Kieran Holdcroft
ManyPets Operations DirectorI am a Father, Performance-Focused Senior Operational Expert, Novice NFL Lover, Organizational Culture Developer, Emotionally Intelligent Leader, Deliverer of Change that Sticks and Talent Cultivator.
Operations, done well, can be your organizations' differentiator, giving you capabilities to outperform the competition, a commercial cost base to build a profitable service from and a controlled environment that can be relied upon to run consistently.
It’s not straightforward, however, and over the past 15 years I’ve excelled at helping businesses tackle and overcome those challenges that often get in the way.
Tammy Martin
Natwest Head of Connected Customer Experience, RetailProven track record of leading global business, growth strategies, developing international banking propositions, and driving commercial transformation initiatives that delivered sustainable revenue growth, increased customer acquisition, and enhanced market positioning.
Specialised in international customer acquisition, commercial growth strategy, strategic partnerships, digital acquisition optimisation, and stakeholder leadership within complex global banking environments.
Rosie Franca
NatWest Commercial and Institutional Head of Customer Experience, Midlands & East of England
Ricardo Toral
HSBC Expat Head of International Customer AcquisitionCommercial banking executive with 21+ years of international experience leading customer acquisition, offshore banking growth, and cross-border banking strategies across the UK, USA, Mexico, Argentina, and global markets.
Proven track record of leading global business, growth strategies, developing international banking propositions, and driving commercial transformation initiatives that delivered sustainable revenue growth, increased customer acquisition, and enhanced market positioning.
Specialised in international customer acquisition, commercial growth strategy, strategic partnerships, digital acquisition optimisation, and stakeholder leadership within complex global banking environments.
Stefan Witteman
HSBC Client Experience LeadOver my career I managed CX and CRM teams across regions and worked with senior stakeholders to lift client satisfaction, increase retention and improve digital adoption. I achieve this by redesigning journeys, embedding voice of client programs and using data and insights to guide strategy. My work has also delivered cost efficiencies while keeping the client at the centre of decision-making.
I hold a Master’s in Marketing, a Six Sigma Green Belt and certifications as a CCXP and CXAD. My expertise covers CX strategy, journey mapping, digital transformation and CRM, with a strong focus on measurement, governance and experience design to embed sustainable customer improvements.
I am motivated by creating meaningful change for clients and organisations and remain focused on delivering tangible results in global banking and financial services.
Shanti Kaur Gray
HSBC Conversational Designer - Chat
Ange Johnson De Wet
Barclays Business Banking UK Customer Journey Delivery Director for Lending TechnologyPrior to working at Barclays, Ange was a London based head of engineering at NatWest, a head of function at Lloyds Banking Group and a Programme Director at Deutsche Bank.
Within banking she’s worked in Business and Commercial Banking, Cloud Enabled Business Transformation, Operational Technology and Cloud Risk, Data and Analytics and Capital Markets Finance Risk and Regulatory Reporting.
Before working in banking, Ange worked in consulting as a senior manager with EY and a consultant with IBM. She worked across AsiaPacific and EMEA and focused on business and commercial banking and financial services. Ange worked as a developer, tester, designer, business analyst, programme analyst, project manager and programme manager. She has led business and technology strategies, programme reviews and complex technology enabled business transformations.
Ange has an honours degree in Mechanical Engineering (Mechatronics / Robotics) and Computer Science from the University of Melbourne, Australia.
Emma Greenwood
Lloyds Banking Group Head of Personal Banking Strategy & Conversational Banking
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.
Nagendra Pandey
Nationwide Building Society Head of Customer Communications
Emma Perkins
Experian Head of CX Strategy EMEA & APAC
Jessica Ham
National Grid Head of Customer Experience
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.
Kirsten Ireland
The Open University Head of Strategic, Service & Behavioural Design (Experience Strategy & Transformation)
Abdul Khaled
E.ON Next Director of TransformationAbdul Khaled is an award-winning digital transformation, AI and customer experience leader with 15+ years of experience driving growth, innovation and large-scale business change. He currently leads Digital Transformation at E.ON, where he is spearheading a major digital transformation and introduction of a AI native operating model. Abdul also delivers AI leadership sessions at London School of Economics and Political Science. He has been recognised as one of Europe’s leading customer experience professionals, including being named in the Top 50 CX Leaders, Top 35 CX Professionals in Europe and the Inspire 100 UK list. As a speaker and industry commentator, Abdul is passionate about helping organisations harness technology, AI and customer-centricity to create sustainable competitive advantage.
Jo Hetherington
Head of Customer 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.
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.
Abs Owdud
Pharmacy2U Ltd Head of Customer Insight
Simone Woodrow
HM Revenue & Customs Head of Equalities and Extra Support for Customers and Customer Experience Strategic Lead
Meera Nayyar
UK Civil Service Head Of Passenger ExperienceDynamic and engaging senior leader with a solid record of delivering transformational change. Passionate about the arts and culture and using soft influence in transformation.
Resume
• Leadership – experienced leader of high-performance teams within government and industry.
• Evidence driven – proven track record of delivering new concepts at pace to create real change.
• Strategically adept – progressive strategic thinker in novel and complex environments.
• Communication – engaging influencer at the highest levels, from CEOs to Government Ministers.
• Programme delivery – delivery of transformational change programmes to drive real world results.
• Stakeholder management – strong partnership skills and excellent relationship manager.
Bogdan Grigorescu
Direct Line Group 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.
Fleur van der Ende
Allianz UK Head of Propositions & Customer Experience
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
Thrivin Head of Customer SupportWhat I enjoy most is helping organizations create better experiences for their customers while building engaged and successful teams.
I work to improve customer journeys, drive operational excellence, and explore how innovation and technology can strengthen customer relationships.
I'm passionate about people, leadership, and creating experiences that customers genuinely remember.
Erdo Dwiputra Rakasiwi
Philip Morris International Head of Global CRM Product Group
Harry Blamire
The Royal College of Surgeons of England Director of Customer ExperiencePart strategist, part operator, and full-time champion of people-centred design, Harry is known for bringing energy, clarity, and a healthy dose of pragmatism to complex challenges.
His guiding philosophy? Be curious, be kind, get things done.
Joss Murdoch
Energy Saving Trust Customer Experience 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.
Prashant Parekh
Movianto UK Head of Customer CareI have also led Customer service and transformation in large organisations like TUI (a FTSE 100 company), UK’s largest automaker Nissan Motors, Brita UK, CitySprint (DPD Group), NHS and Transport for London.
Bonnie Muzam
Flogas Britain Head of Customer ExperienceBonnie currently leads Flogas Britain’s customer experience strategy and transformation programme, focused on simplifying customer journeys, reducing effort, improving service performance and embedding a culture where everyone takes ownership for delivering great customer experiences. Her work spans customer insight, service transformation, employee engagement and organisational culture, helping teams turn customer feedback into meaningful action.
A recognised CX leader, Bonnie is passionate about building customer-focused organisations that deliver lasting value for customers, colleagues and businesses alike.
Doug Spencer
Anglian Water Services Smart Metering Lead
Chloe Hathaway
TradeKart Head of Merchants
Natalie Fuller
Zempler Bank Head of Customer ExperienceNatalie has spent the last 8 years at Zempler Bank, playing a key role in its journey from fintech challenger to established digital bank, with a clear focus on supporting UK small businesses.
Her work spans improving everyday journeys, reducing avoidable friction and helping teams deliver better outcomes for customers – while balancing commercial goals and regulatory expectations.
She’s particularly passionate about making CX transformation real and sustainable, sharing honest lessons on what works (and what doesn’t) when driving change across people, process and technology.
Sabina Onwuka
London Borough of Barking and Dagenham Head of Customer 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.
Dan O'Sullivan
London Borough of Hackney Head of ServiceToday I lead a major commercial and regulatory portfolio within the London Borough of Hackney, providing strategic leadership across economic development, business regulation, entrepreneurship and organisational reform.Over the last eight years I have transformed a £1.2 million annual deficit into a financially sustainable service generating more than £4 million annual income, contributing over £25 million annually to the local economy and supporting 311 residents into business ownership. More importantly, I have worked with residents, businesses, elected Members and partners to improve places, expand opportunity and strengthen communities.
My leadership is built around working with and through others. I have supported more than 30 promotions, developed future leaders, built award-winning teams and created partnerships across local government, central government, City Hall, businesses and communities to deliver lasting change.Beyond Hackney, I support policy development, organisational improvement and system reform through engagement with HM Treasury, the Greater London Authority, national boards and more than 60 local authorities. I co-created OpenMarkets.London, bringing together all 33 London boroughs around a shared reform agenda to improve economic participation, business support and future approaches to licensing reform.
My leadership philosophy is built around three principles.Candour. Early truth beats late surprise. Honest conversations, clear expectations and timely challenge create stronger organisations.Connection. Stay close to people. Understand why we are here and never lose sight of the people and communities we serve.Collaboration. The most complex challenges are solved by bringing together people, organisations and systems around shared outcomes.
Leigh-Anne Gray
Vanquis Senior Specialist Complaints 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 is a senior leader with extensive experience across Retail, Customer Experience, Operations and HR, known for building high-performing teams and delivering meaningful results. He combines strategic thinking with a relentless focus on execution, using technology and innovation to enhance customer experience and drive efficiency.
Passionate about people, Luke is a strong advocate for neurodiversity, seeing it as a catalyst for creativity, problem-solving and performance. As a parent to three neurodiverse children, he brings both personal insight and professional commitment to creating environments where different minds thrive.
Colin Goodbody
Bromford Flagship Head of Customer OperationsRemoving friction from organisations through customer strategy, AI and service design.
Customer experience isn't a department. It's the engine that builds trust, drives growth and shapes an organisation's reputation.
I've led large-scale transformation across housing, retail, utilities and infrastructure, delivering enterprise-wide change through AI, digital innovation, service design and operational excellence. From leading multimillion-pound technology programmes to redesigning customer journeys and embedding customer-first cultures, my focus has always been the same: making organisations easier to do business with.
I believe technology should make services more human, not less.
Whether implementing AI-powered customer platforms, redesigning operating models or shaping long-term strategy, I combine data-driven decision making with empathy, curiosity and a relentless focus on continuous improvement.
Throughout my career I've been privileged to lead high-performing teams, influence executive boards and work alongside global organisations to deliver measurable transformation at scale.
Tansy Cox
Serco Digital Transformation Lead
Richard Murray
Cambridge University Press & Assessment Global Customer Services Director
Vanessa Milan
Cambridge University Press & Assessment Head of Voice of the Customer, Global OperationsPassionate about Voice of the Customer and a natural customer advocate, I specialise in engaging internal stakeholders and turning customer insight into strategic improvements that enhance the customer experience across the organisation.
A self-starter with a multidisciplinary approach, I lead the development and execution of the Voice of the Customer programme, strategy, and governance across departments at Cambridge University Press & Assessment.
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.
Atossa Vaziri
Director of Product MarketingWith 18+ years of experience across the US, London, and Paris, I specialize in building GTM operating systems for global companies at the intersection of AdTech, Enterprise AI, and FinTech. This cross-continental perspective allows me to bridge the gap between North American and European markets, localizing global visions for 40+ countries without losing commercial momentum.
Currently at Perk, I am leading the strategic shift to a unified Travel & Spend platform. My team orchestrated the largest migration in our company history, transitioning from TravelPerk to Perk.
My career has tracked three major waves of disruption:
1. Programmatic: Leading GTM for display and video at Invite Media and Google.
2. AI: Scaling sales enablement and product positioning from zero at Dataiku.
3. Unified FinTech: Consolidating travel and spend at Spendesk and Perk to eliminate ""Shadow Work.""
I am a builder at heart—not just of GTM engines, but of the high-performing teams that run them. As a leader of leaders, I am passionate about cultivating cultures rooted in radical ownership, where I can coach my teams to connect product innovation directly to revenue outcomes.
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.
David Trevithick
LCP Delta Head of Customer Insight
Malory Beaham-Powell
WeWork Senior Manager, SaaS Customer Success
Cher Lowies
Interactive Investor Customer Insights ManagerBlending behavioural science with customer insight, Cher is naturally curious about why customers behave the way they do and enjoys helping organisations challenge long-held assumptions with real evidence. She believes the best research doesn't just answer questions, it changes the way people think.
Her work focuses on uncovering what really matters to customers, translating complex research into practical recommendations, and helping organisations make confident, evidence-based decisions.
Steve Morrell
ContactBabel Managing Directordecades, and his analysis has been featured across the BBC, ITV, Sky, the Guardian, Forbes and the Financial Times. He has also advised the UK government on the impact of offshoring on the UK economy.
Lloyd Buxton
Omilia Regional Sales Director, Europe
Raoul Monks
Flume Founder and CEO
Charles Studt
delight.ai CMO
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 Strategy & PlanningWith more than 15 years of experience across scale-ups, technology businesses and global consumer brands, Kathleen has built and led growth, customer intelligence and digital transformation initiatives spanning automotive, clean technology, telecommunications, fintech and retail. She has worked with organisations including Dr. Martens, BMW, O2, BT, Huawei and ev.energy, helping businesses accelerate customer acquisition, increase retention, optimise customer lifetime value and deliver measurable commercial growth.
Known for translating complex customer, data and organisational challenges into practical growth strategies, Kathleen combines deep expertise in customer intelligence, digital transformation and commercial strategy to help businesses uncover untapped opportunities, scale more effectively and build the foundations for long-term success.
Her approach bridges strategy and execution, enabling organisations to turn customer insight into sustainable growth and competitive advantage.
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 ManagerSpecializing in customer service management and process optimization, I am passionate about aligning operational strategies with evolving customer needs. My mission is to empower teams and deliver exceptional experiences through collaboration, innovation, and effective communication. I remain committed to driving continuous improvement and fostering a positive organizational culture.
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
Tamara Essawy
The Guardian Senior CRM Manager
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 Directordecades, and his analysis has been featured across the BBC, ITV, Sky, the Guardian, Forbes and the Financial Times. He has also advised the UK government on the impact of offshoring on the UK economy.
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
Creatio Sales Director, Financial Services - Western Europe.png?width=400&name=Time%20Smee%20(2).png)
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.
Ollie Ollerton
Former UK Special Forces SoldierAs one of the first former UK Special Forces members and star of Channel 4's SAS: Who Dares Wins to talk openly to the media and reveal their identity, Ollie Ollerton has an incredible story to tell. A former Special Forces operative with the SBS, he has undertaken operations in some of the most dangerous and remote locations on the planet.
After leaving school and joining the Royal Marine Commandos, Ollie’s time in Northern Ireland and Iraq earned him a recommendation for the SAS. After joining the service's marine sister regiment, the Special Boat Service, he undertook high profile missions involving hostage rescue, counter narcotics, and counter terrorism.
When Ollie returned to the UK, after thirteen years overseas and on the frontline, he started developing a concept that would put his years of training and experience to best use and would benefit others. His Break-Point business is a leadership and development course aimed at the public and corporate sectors whilst also supporting veterans suffering the effects of Post-Traumatic Stress Disorder (PTSD). It's a subject Ollie has spoken openly about, sharing his experiences and difficulties in adjusting to life, dealing with stress, and overcoming trauma.
Ollie is now also one of the training director/presenters of SAS: Who Dares Wins, a show in which he and other ex-Special Forces operatives recreate the SAS’s selection process with thirty recruits from the public. The show has become one of Channel 4's most popular, attracting over three million viewers per episode. Since starring in the show Ollie has also written a deeply personal account of life in and out of the military, also called Break Point, looking at the challenges he faced working to enter the Special Forces, under fire on the frontline, and coming to terms with civilian life. He has also written Battle Ready, a practical look at how to apply his training and experience to more everyday goals, risk-taking and leadership.
Jill Scott
Women's Euro 2022 Champion, Queen of the Jungle & Soccer Aid CaptainOne of England's most decorated players, Jill Scott is one of the few Lionesses to have surpassed 150 caps. After featuring at nine major tournaments, she got a winners' medal as part of the team who won EURO 2022 on home soil. An infectious character off the pitch, and a player for the big occasion on it, the influential midfielder stepped up to the plate whenever her country needed her most. Her England career was punctuated with some key strikes – the winner against Netherlands in the EURO 2009 semi-final, the equaliser against Belgium in EURO 2017 qualifying, and the finish in the 3-0 win over Wales which sealed England’s place at France 2019. Jill began her career with her hometown Sunderland, before spending seven years at Everton and then joining City in 2013. She later had loan spells back at Everton and Aston Villa. She won her hundredth cap against Australia in 2015, before clocking up another fifty over the following six seasons. When Jill started the 3-0 win over Cameroon at France 2019, it was her eighteenth appearance at a World Cup final, the most of any England player in history. Jill retired from football as the second-highest capped player. During her time in the game, she won every domestic honour, including the Women's Super League title with City, and four women's FA Cups. Jill was voted FA Players' Player of the Year, FA International Player of the Year, and was appointed an MBE for services to women's football. She also entered the jungle and was crowned the winner of I’m A Celebrity Get Me Out of Here.
Alex Scott MBE
BBC Sport and Sky Sports Former professional footballer, pundit and presenterCommentary line up. Alex has been involved in co-presenting Match of the Day Kickabout most Saturday mornings as well as forming part of the presenting team for The Women’s Football Show on Sunday evenings. She also took to writing a weekly women’s football column in the Morning Star and is a regular face on Premier League Productions’ Fan Zones. Away from the world of football, Alex took part in and won Bear Grylls: Mission Survivor and the Sports Relief Strictly Come Dancing special in 2018. Along with her achievements in broadcast, Alex has undertaken some exciting commercial and ambassadorial opportunities. In 2018, Alex began her partnership with Cadbury’s alongside Jamie Redknapp and Ian Wright, which is to continue into this year. She has also begun an ambassadorial role with Nike and is continuing her relationship with Barclays as a key spokeswoman for their move into the world of Alongside this, Alex is an ambassador for Arsenal Football Club. Alex is also heavily involved in charitable projects, working with Premier League Communities and launching the Sky Ocean Rescue and Premier League Plastic Pollution Challenge. She also opened The Alex Scott Academy in 2012 in partnership with Kingston College and Puma, the first of its kind for women in the UK. Alex wanted to create an academy system that not only focused on training but also focused on working towards qualifications, providing players with an unrivalled calibre of training, skill development and match play all while promoting excellence in the class room as well.
Gail Emms MBE
Former World Champion Badminton playerWith Team GB achieving unprecedented Olympic success and the whole of the United Kingdom fascinated by the sporting world, Gail Emms MBE is an icon of British sporting success. Former world champion and having won a silver medal at the 2004 Athens Olympic Games with mixed badminton doubles partner Nathan Robertson, the sporting star can now look back on a career that saw her reach the very top of her sport. As one of Britain’s inspiring Olympians, Gail represents the very best of the nation’s sporting offering. Playing badminton from the age of four, she has shaped her career around the sport and began representing her country in 1995. Her appearances in both women’s and mixed doubles tournaments have seen her awarded with gold, silver and bronze medals and she consistently achieved results that saw her reach the top of the world rankings. Inspired by her family’s love of sport, Gail was destined for a glittering career. Now retired from professional competition, she has turned her attentions to sharing the hugely positive impact that sport can have on life and well-being, working as an ambassador for sport and inspiring young people to be more active.
Rebecca Powell
Ella's Kitchen Head of Customer CareAn experienced Customer Care Manager with over 12 years of expertise in the field of Customer Experience. With a passion for delivering exceptional service, Becky has successfully led teams in various industries, ensuring customer satisfaction and loyalty. Throughout Becky's career, she has consistently focused on developing and implementing strategies that enhance the overall customer journey. Adept at building and empowering cross-functional teams, focussing on exceeding customer expectations, increasing engagement and driving brand love on social media.
Divya Kerslake
Utility Warehouse Head of Customer Marketing
Leigh Hopwood
CCMA 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.
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.
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.
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.
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.
Matias Quintanilla
Virgin Media O2 Head of Customer MonitoringExperienced, dynamic and risk-taking, describes Matias Quintanilla, Head of Customer Monitoring at Virgin Media O2.
Quintanilla started working in the telco industry at the young age of 19 when he co-founded Skynet Communications together with his father, a small ISP company in Buenos Aires, while studying for his Telecommunications Engineering degree.
He then worked for Alcatel Lucent and Huawei before joining Telefonica Argentina and rose to Head of Radio Network Planning while finishing his MBA.
Transferred to the UK in 2018 to head the Performance Management & Data Analytics team at O2 Telefonica UK.
In 2019 he was appointed Head of Customer Experience Monitoring at O2 and by the end of 2021 he received the additional responsibility of the fixed services side as well with the Virgin Media joint venture, heading up the new Customer Monitoring Team for the newly merged Virgin Media O2.
Pietro Cagnina
NatWest Strategic Enablement and Change Delivery Lead - Rooster MoneyPietro is Strategic Enablement and Change Delivery Lead for NatWest Rooster Money, part of the NatWest Youth and Family team within the bank's retail arm. Pietro has worked in the bank for 7 years holding various positions within procurement and organisational transformation.
Before joining Rooster, he supported the retail bank's change programme towards an end-to-end customer journey model. He subsequently leveraged his experience to build a single framework for guiding this type of change across the wider organisation before supporting the commercial bank's adoption.
Pietro holds a joint Masters degree in Economics and the Management of Innovation and Technology from Bocconi University, Milan, and Católica Lisbon School of Business & Economics.
Isobel Mills
Bloom & Wild Director of Customer Delighta huge advocate both for Customer Service as a rewarding and vibrant career option, and for all businesses to give all teams opportunity and encouragement to engage directly with their customers and customer service teams. She leads the Customer Delight team across two brands, eight markets and multiple channels. She has over eight year’s experience of working with Bloom & Wild, growing the function from a start up team of 2 through to the 41 strong team working with three outsourced agencies that delights customers all over Europe.
Kimberley Anthony
Tide Head of Engagement
Callum Whitton
Formula E Senior Fan Experience ManagerCallum has been working across major sporting events for the past 10 years with a focus on fan engagement, hospitality and brand activation. In his current role, Callum oversees the event experience across all Formula E races ensuring consistency, quality and innovation across the spectator journey whilst designing the Allianz Fan Festival across various international markets. Callum enjoys unlocking the potential in new markets and designing fan engagement programmes that entertain, educate and elevate the customer experience.
Matthew Harwood
Natwest Head of Customer Communications
Karen Stewart
Standard Life Vulnerable Customer Centre of Excellence - Snr ConsultantJoining Standard Life in Q4 2021, Karen has previously supported customers in vulnerable circumstances throughout her career in both retail banking and energy services.
She supports colleagues in embedding Standard Life’s Principles and Standards, support with best practice, internal and external training and upskilling resources and supporting Standard Life Workplace client visits when looking at our vulnerability management.
Karen is active externally in focus groups and forums around vulnerability and is a Vulnerability Champion for the Collaboration Network.
Focused on providing good customer outcomes, Karen has a particular interest in inclusivity and accessibility for customers and colleagues and showcasing the work we do to support our members.
Having experienced vulnerability personally, Karen is passionate about working to remove barriers and helping people get on with living their lives.
Sham Haque
The LEGO Group Senior Engineer - Contact Centre TechnologyHe's spent his career to date learning, and continues to enjoy being challenged with new problems to solve, and new skills to acquire. Sham loves meeting new people and learning from them, as well as hoping he can share back his experience and knowledge.
A proud husband of 20+ years, father of one near-teenage daughter, and when he gets the chance, loves the mindfulness brought from building a LEGO set.
A keen runner – though he discovered it quite late in life, and now heads up the running club at work and feels frustrated if he cannot get out for a run at least three times a week.
Anna Wilcox
Bupa Head of Customer ExperienceAnna 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.
Francesca Rea
NewDay Director of Contact Centre and Client Delivery
Nicky Haddow
Victoria’s Secret UK Head of MarketingI am an enthusiastic Marketing Expert that is passionate about delivering integrated & impactful 360 marketing propositions & campaigns that are not only Brand & Customer focused but commercially driven & data led. With 20+ years experience in Fashion & Apparel omni channel retailing, I love developing marketing strategies that perfectly align with the overall business objectives and market relevance, whilst driving innovation and retaining brand integrity.
Livia Fekiacova
The Estée Lauder Companies Inc. Enterprise Marketing CRM LeadBefore her current role, Livia provided consultancy and led the strategic development of lifecycle programs, award-winning campaigns, and both national and international CRM transformation projects. Her expertise spans customer-led strategy design and execution, as well as product development. Her client portfolio includes retail, FMCG, hospitality, tech and beauty. With over 13 years of experience integrating marketing and technology, her specialization and passion lie in CRM, loyalty programs, and data-driven strategies.
Livia’s background also includes experience in sales, digital media, magazine & print advertising, direct mail, radio, and OOO advertising.
Livia holds a Master of Science in Marketing and later served as a panel member at her university, contributing to the curriculum to keep it aligned with business trends for six years. Additionally, she has been actively sponsoring children in need in Africa for the past 20 years, a cause she deeply values.
Marco Merkx
IKEA Global Customer Engagement Development LeaderOver 25 years of experience in marketing management and strategy, e-commerce , digital marketing and customer relationship management both in operational and in strategical management roles for mainly fashion, food and lifestyle consumer brands and retailers. On national and international level, in organizations varying from start-ups to multinational corporations.
My professional purpose is to support companies with transformation, innovation and development of organization design, technology and customer engagement. Always based on customer data and insights, leading to tangible results and growth. Specifically realizing customer centricity, digital transformation and omni channel proposition development are my fields of expertise. For this, my commercial and technical know-how are as much of value and importance as are my creativity and my sensitivity towards the human, cultural and organizational aspects.
Currently working for Inter IKEA Systems, the owner and developer of the IKEA concept, range and brand, as Global Customer Engagement Development Leader, working on topics as engagement, loyalty, personalization and crm in an omni channel context.
Jasmin Wheeler
John Lewis Customer Experience LeadI’m an innovative and energetic Product Lead, motivated by getting the best for the people around me – whether that’s the customers I design for or the teams I work in or lead. My expertise has been built through five years’ working in retail across shops and head office for the John Lewis Partnership, during a period of radical change.
Honest, supportive and aspirational, I enjoy working collaboratively with people to create tangible results with a clear purpose in mind. Through leadership roles on the shop floor and in experience design, I’ve developed an agility to deliver both operational success and strategic vision. I focus on the future while meeting the practical needs of today.
Last year I learned a lot from being part of John Lewis’s Restart programme, which saw the safe and successful reopening of our 38 shops following the first national Covid lockdown. My focus was to ensure we were well placed to adapt to the change in our customers’ needs, particularly those from vulnerable groups.
Progression? I really value it, for myself and the teams I lead. So I’m energised by opportunities through which I can broaden my experience and enable others to reach their full potential.
Charlotte Burridge-Taylor
Volvo Head of Training for Global Customer CareStrategic, results-focused leader, driving commitment to excellence through learning development and delivery and expert management of teams and processes.
My motorsport background gives me a unique perspective when it comes to premium brands which I have been able to use in the classroom to really bring training programmes to life and drive forward excellent results. Experience with premium brands has also given me a clear understanding of corporate guidelines, KPI’s, processes and the importance of striving for the highest level of customer satisfaction.
Samantha Lewis-Williams
Financial Times Head of Marketing Automation
Anna Wilcox
Bupa Head of Customer ExperienceAnna 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.
Chloe Rice
Shutterstock Director, Global Customer Experience
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.
Vanessa Milan
Cambridge University Press & Assessment Head of Voice of the Customer, Global OperationsPassionate about Voice of the Customer and a natural customer advocate, I specialise in engaging internal stakeholders and turning customer insight into strategic improvements that enhance the customer experience across the organisation.
A self-starter with a multidisciplinary approach, I lead the development and execution of the Voice of the Customer programme, strategy, and governance across departments at Cambridge University Press & Assessment.
Karen Stewart
Standard Life Vulnerable Customer Centre of Excellence - Snr ConsultantJoining Standard Life in Q4 2021, Karen has previously supported customers in vulnerable circumstances throughout her career in both retail banking and energy services.
She supports colleagues in embedding Standard Life’s Principles and Standards, support with best practice, internal and external training and upskilling resources and supporting Standard Life Workplace client visits when looking at our vulnerability management.
Karen is active externally in focus groups and forums around vulnerability and is a Vulnerability Champion for the Collaboration Network.
Focused on providing good customer outcomes, Karen has a particular interest in inclusivity and accessibility for customers and colleagues and showcasing the work we do to support our members.
Having experienced vulnerability personally, Karen is passionate about working to remove barriers and helping people get on with living their lives.
Suzanne Lannin
Standard Life Senior Operations Design ManagerSuzanne has worked for Standard Life since 1997 and performed roles in customer service, customer proposition, change delivery and most recently as a Senior Operations Design Manager.
She uses high quality insight to design and deliver enhancements for customers that remove barriers and drive better customer experiences and outcomes. This is enhanced with the use of journey maps and journey performance insight. She has a deep understanding of customer experience through tools such as Voice of Customer, root cause analytics, complaints outcome testing and behavioural science which leads to customer led solutions that are performance tested.
Suzanne is passionate about delivering the best possible outcomes for her customers, supporting them to live their dreams and go into later life with dignity and enjoyment.
Maria Mattos
Renault Group Customer Experience Transformation Manager
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.
Andy Purcell
WeTransfer Senior Manager Martech and Systems Operations.png?width=400&name=Ashutosh%20Pandey%20(1).png)
Ashutosh Pandey
Eutelsat Group VP Project Management, Quality and ProcessAshutosh is a leading Global Executive in the New Economy sectors of Space Technology, Satellites and Telecommunications.
As a Transformation and Turnaround Leader, he has successfully delivered multi-dimensional cost intensive sustainable transformations bringing in more than 1 Billion Euro financial savings globally for multiple organisations.
As a Business Process Management (BPM) leader, he successfully led enterprise wide transformation of key end-to-end processes across the organisation, thereby unlocking multi-million cash and generate value via simplification, standardization and ERP consolidation (incl Digital Transformation)
As a Quality Management leader, he led successful end-to-end assessments for International standards like ISO 9001, TL 9000, CMMI, IS 27001, IS 18001, EFQM and set up Corporate ESG and Sustainability management metrics.
He has strong expertise in leading Operations and Program management (incl Global PMO), change management and executing customer transformation using continuous improvement methodologies like Lean, Kaizen, Six Sigma and Hybrid/Agile PM.
He is a Certified Lean Six Sigma Master Black Belt (CMBB), ASQ Certified Manager for Quality & Organizational Excellence (CMQ/OE), Certified Process Professional (CPP), ASQ Certified Quality Auditor (CQA), Certified Business Excellence Assessor (CBEA) on EFQM model, Certified Software Quality Analyst (CSQA), Project Management Professional (PMP) and a Fellow Chartered Manager(FCMI) from CMI UK.
Ashutosh is recognised as a cross-industry expert in Business Transformation, Operational Excellence and Lean Six Sigma and he has been a leading panellist and key speaker at multiple international forums globally since 2008.
As a trainer, he has trained 5000+ experts in various continuous improvement methodologies (lean/ kaizen/ six sigma/ design thinking/ agile).
By education, he is a Bachelor of Engineering and also holds a double MBA degree.
Laura Macleod
Virgin Money Senior Product Owner
Tim Fisher
Tapi Carpets Head of Academy
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.
Mark Nichols
Flagstone Head of OperationsMark has extensive experience in client success, experience and operations and is now the Director of Operations at Flagstone.
Nicola Adcock
Defence Science and Technology Laboratory (dstl) Optimisation 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.
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.
Nick Mills
Landmark Information Group National Training Manager
“The information was great and enabled a better understanding of some topics that can often be hard to digest. The different sectors/speakers gave a wider perception on what was happening in both the public and private sectors and showcased many of the efforts taken to improve CX.”Digital Journey Manager, Vodafone Group
“The lead into the event was really welcoming and encouraging - I liked seeing relevant and interesting topics on the agenda, being facilitated to view & connect with other attendees, and the regular reminders to attend. The event itself was at a great location and the facilities/welcome were fab. The speakers were really on-topic for customer engagement and provided lots of ideas that I can take back and apply in my own organisation and use to motivate my teams for success.”VP Customer Cperations, OneAdvanced
“Genuinely one of the best-run and most informative events of the year. The speakers were engaging and knowledgable, event and venue staff were very helpful, the venue was excellent, and the overall atmosphere was really nice. For a free admission event, the value exceeds some ticketed/paid events! Looking forward to next year's event already!”Customer Experience & Events Manager, Fluix
“I thoroughly enjoyed attending this event. Really insightful agenda topics and was great to hear from so many leaders in Customer Engagement & CX.”Customer Delivery Manager, Correla
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