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
2000+ ATTENDEES
250+ PRESENTERS
6 topic stages
Main Stage
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.
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!
Martin Villanueva
IKEA Global Customer Engagement Lead
Jo Kirkham
Liverpool Football Club Vice President of Fan Experience
Jim Scott
Rightmove Managing DirectorI am passionate about ensuring successful outcomes and have developed a track record of creating a positive and enterprising environment, which allows people to think differently and creatively in order to deliver the very best results possible.
I have appeared in the 'Accountancy Age Financial Power List' Top 30 on a number of occasions. And in 2013, was voted the 6th most influential person in UK finance, as I rebuilt the Accountants Division within The Sage Group, to deliver against challenging market dynamics.
After delivering in several additional strategic and operational roles for Sage, I was appointed Global Vice President of Partner Programs and delivered Sage’s first ever global partner program, at a time when Sage was the only technology company in the FTSE100.
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.
David Hawksforth
Auto Trader UK Customer Engagement DirectorAfter a thriving channel management career in the enterprise computing arena, David ran his own marketing agency, honing his skills in strategic marketing and client engagement before following his passion for automotive as Head of Trade Marketing & Analytics for News UK's prestigious automotive brand, Sunday Times Driving.
In 2015 David joined Autotrader, since when he has held several senior positions including Sales Director. Now, as Customer Engagement Director for the business, David is focused on driving customer engagement, with some phenomenal results.
Kathleen MacLean
Dr. Martens Global Head of Customer Growth
Jana Kreissig
Porsche AG Customer Research & Insights Expert
David Bellinger
Great British Railways Transition Team (GBRTT) Head of Customer Insight
Pete Staffell
Santander UK Head of Service Design
Jessica Ham
National Grid Head of Customer Experience
Aida Mutapcic
KFC Customer Recovery ManagerWith over 15 years of experience in customer service and operational excellence, Aida brings a proven track record of managing and nurturing high-performing teams within the hospitality sector. In her current role as Customer Recovery Manager at KFC UK & Ireland, she leads initiatives focused on customer recovery, satisfaction, and loyalty-turning challenging situations into positive experiences. Aida’s leadership style emphasizes empathy, data‑driven decision-making, and continuous learning, ensuring consistent enhancements in both service quality and team performance.
Throughout her career, Aida has championed transformation and resilience, as shown by her success in developing recovery strategies that balance customer expectations and brand standards.
Oliver Parsons
Lloyds Banking Group Head of Ecosystems, Customer PropositionsLooking for roles that require the incumbent to be the voice of the customer in the organization, delivering solutions and strategies that meet a customer need and deliver strong returns for the business. Passionate about empowering people and teams to fulfill their potential and deliver meaningful results.
I have a strong understanding of the importance of customer experience for brands, and have delivered leading experiences to create engaged customers and deliver business results. Worked with a wide variety of different brands including Lloyds Bank; Halifax; Bank of Scotland; Barclays Bank; Barclaycard; Brooks England; Walkers Crisps; Aviva; MasterCard; and Chelsea FC.
Emma DeSena
London Marathon Events Head of Customer EngagementPassionate about creating extraordinary customer experiences across all touchpoints, specialising in digital, I've had the privilege of leading teams and shaping transformation strategies that blend creativity, analytics and a deep understanding of emotional connection in business.
In today's world, I recognise the need to bridge the gap between commercial success and human-centered service. I provide innovative solutions that not only drive revenue but also enable genuine connections with customers, to aid loyalty and strengthen brand reputation, with an inquisitive focus on generative AI (ChatGPT, automation etc).
I'm not your typical corporate executive. I embrace a more informal and collaborative approach, encouraging open communication and fostering a supportive team environment. I believe that the best ideas come from diverse perspectives and that a healthy culture, where team members can show up to work as their authentic selves, is essential for long-term success. I lead with grit, resilience, determination, optimism, creativity, humour, empathy and kindness.
Hannah Ratcliffe-Barnes
HSBC Social Media LeadWith a proven track record of building high-performing teams and enhancing digital operations, I bring a forward-thinking approach to the ever-evolving digital landscape.
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.
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.
John Murphy
NHS Shared Business Services Head of Customer Excellence
David Walker
OVO Head of Lifetime Customer Value
Abdul Khaled
E.ON Next Head of Digital | Customer Experience & Digital Products
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.
Emily Hilman
London Borough of Camden Performance and Improvement Manager
Rebecca Brooks -Daw
AXA Health 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.
Raj Khalid
Cineworld Customer Experience Manager
Lucie Child
Transport for Greater Manchester Head of CustomerProven track record of identifying customer experience issues and defining and delivering initiatives to solve them - resulting in measurable improvement.
Creative presenter with considerable stakeholder engagement experience.
Skilled in agile ways of working & a capable and confident facilitator.
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.
Julie Rendle-Eames
West Sussex County Council Head of Customer Experience- Customer Service Professional
- Excellent Stakeholder engagement
- Skilled in pulling the right people together who deliver
- I like to problem solve, find, and communicate solutions to complex issues.
- I am a strong leader, I like working with people, leading and developing team.
- I am a team player
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.
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."
Diane Monk
Cognita Head Of Customer Experience
Aleisha Hales
Silverfin Head of Customer Success UK & Growth Markets
Lyndall McCarthy
Stewardship Head of Customer Experience
Joseph Carter-Bell
MrQ Head of Customer Experience
Francesca Rea
NewDay Director of Customer Operations
Tom Kirby
Mindvalley Head of Customer Experience
Sam Holley
Lloyds Banking Group Senior Messaging Experience & Performance ManagerI 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!
Danny Starr
Global Senior Product Owner, CXMy journey began in neuroscience at UCL, which now informs my approach to user engagement. At Global, we're reshaping customer experience by integrating behavioral sciences, product design, and forward-thinking app marketing strategies with machine learning, striving for excellence in every digital interaction.
At Backline we’re bringing forward thinking CX strategies to e-commerce in the music industry. Reach out for an intro to the team and our business.
Jamie Thorpe
Ipsos Chief Experience OfficerJamie is a member of several leading governing bodies and well networked both within the supplier and client communities - all of which enables him to provide guidance and support irrespective of sector and methodology.
Jean-Francois Damais
Ipsos Global Chief Research Officer
Mark Clydesdale
Tap CXM Head of Strategic Consulting
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
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.
Cathy Brown
Handley Studios Ltd. Co-FounderCathy (she/her) works with people and organisations to create inclusive, healthy and more productive workplaces that work for everyone.
A renowned leader, speaker and communicator, Cathy blends curiosity and empathy with deep cross-sector experience. She prides herself on helping people move out of stressful situations to create human-focused workplace cultures where compassion and connectedness – and people – are encouraged and valued.
Cathy has led organisations across a range of industries including Engage for Success (the UK’s movement for Employee Engagement), and has helped to transform many more through her work as Capability Brown, and most recently at Management Geek.
Cathy carries her personal experience of neurodivergence into the solutions she co-creates with her clients, through conversations, commitment and curiosity - helping them to manage themselves and their teams in ways that work for everyone.
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.
Ollie Ollerton
Former UK Special Forces SoldierAs one of the first former UK Special Forces members and star of Channel 4's SAS: Who Dares Wins to talk openly to the media and reveal their identity, Ollie Ollerton has an incredible story to tell. A former Special Forces operative with the SBS, he has undertaken operations in some of the most dangerous and remote locations on the planet.
After leaving school and joining the Royal Marine Commandos, Ollie’s time in Northern Ireland and Iraq earned him a recommendation for the SAS. After joining the service's marine sister regiment, the Special Boat Service, he undertook high profile missions involving hostage rescue, counter narcotics, and counter terrorism.
When Ollie returned to the UK, after thirteen years overseas and on the frontline, he started developing a concept that would put his years of training and experience to best use and would benefit others. His Break-Point business is a leadership and development course aimed at the public and corporate sectors whilst also supporting veterans suffering the effects of Post-Traumatic Stress Disorder (PTSD). It's a subject Ollie has spoken openly about, sharing his experiences and difficulties in adjusting to life, dealing with stress, and overcoming trauma.
Ollie is now also one of the training director/presenters of SAS: Who Dares Wins, a show in which he and other ex-Special Forces operatives recreate the SAS’s selection process with thirty recruits from the public. The show has become one of Channel 4's most popular, attracting over three million viewers per episode. Since starring in the show Ollie has also written a deeply personal account of life in and out of the military, also called Break Point, looking at the challenges he faced working to enter the Special Forces, under fire on the frontline, and coming to terms with civilian life. He has also written Battle Ready, a practical look at how to apply his training and experience to more everyday goals, risk-taking and leadership.
Nicky Haddow
Victoria’s Secret UK Head of MarketingI am an enthusiastic Marketing Expert that is passionate about delivering integrated & impactful 360 marketing propositions & campaigns that are not only Brand & Customer focused but commercially driven & data led. With 20+ years experience in Fashion & Apparel omni channel retailing, I love developing marketing strategies that perfectly align with the overall business objectives and market relevance, whilst driving innovation and retaining brand integrity.
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.
Joana de Quintanilha
Forrester VP, Principal Analyst
Jasmin Wheeler
John Lewis Customer Experience LeadI’m an innovative and energetic Product Lead, motivated by getting the best for the people around me – whether that’s the customers I design for or the teams I work in or lead. My expertise has been built through five years’ working in retail across shops and head office for the John Lewis Partnership, during a period of radical change.
Honest, supportive and aspirational, I enjoy working collaboratively with people to create tangible results with a clear purpose in mind. Through leadership roles on the shop floor and in experience design, I’ve developed an agility to deliver both operational success and strategic vision. I focus on the future while meeting the practical needs of today.
Last year I learned a lot from being part of John Lewis’s Restart programme, which saw the safe and successful reopening of our 38 shops following the first national Covid lockdown. My focus was to ensure we were well placed to adapt to the change in our customers’ needs, particularly those from vulnerable groups.
Progression? I really value it, for myself and the teams I lead. So I’m energised by opportunities through which I can broaden my experience and enable others to reach their full potential.
Rebecca Martin
John Lewis Senior Customer Experience ManagerRebecca is currently a Partner & Senior Customer Experience Manager at John Lewis & Partners. Rebecca started as Propositions Manager at John Lewis in 2021 and has since grown and developed her role into the Senior Customer Experience Manager position.
Prior to that, Rebecca was at Vodafone for 7 years starting as an Internal Communications Specialist and transitioned to a Propositions Manager.
Shannon Hamer
Economist Global Head of Customer SuccessShannon is Head of Customer Success at The Economist but was an early adopter of Customer Success in the UK having launched and led Customer Success globally in large organisations including RELX Group, Financial Times and Zoopla. When not doing all things Customer Success, Shannon enjoys spending time with her husband, three daughters and is an avid puzzle and wine enthusiast!
Simon Birch
Hobbycraft Customer Service Manager
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.
Deborah Woods
Costa Coffee Contact Centre Manager
Samantha Lewis-Williams
Financial Times Head of Marketing Automation
Dina Hassan
LinkedIn Head of Customer Success - Global Clients, Search & Staffing - EMEAL.png?width=400&name=Anna%20Wilcox%20(2).png)
Anna Wilcox
Bupa Head of Customer Experience
Chloe Rice
Shutterstock Director, Global Customer Experience.png?width=400&name=Melanie%20Fischer%20(2).png)
Melanie Fischer
Xero Director, Customer Experience - UK & EMEAMelanie is a CX-centric Director with 20+ years’ experience embedding cultures of continuous improvement to optimise customer acquisition, satisfaction, and retention. She is passionate about maintaining high service efficiency and quality levels by championing customer success, Voice of Customer (VoC) implementation, complaints handling, and transparent communications.
Melanie is currently the CX Director at Xero for UK & EMEA (global accounting software company) and has prior experience at retailers such as Waitrose, Post Office and Tesco.
Areas of expertise include:
- major change and transformation
- leading large business units and teams
Rebecca Gordon
Westminster City Council Head of Online Customer ExperienceAs Head of Online Customer Experience at Westminster City Council, Rebecca brings years of dynamic expertise in leading digital transformation within the public sector. Known for developing user-centric services that surpass expectations, they champion agile methodologies and cultivate a collaborative spirit that propels teams to new heights. Attendees will gain insights into how innovative leadership and strategic digital delivery can revolutionise public service experiences.
With a proven track record in driving impactful change, Rebecca is passionate about inspiring teams to explore new technologies and fresh approaches that elevate customer engagement and service excellence. Join this session to learn from their journey of shaping exceptional digital solutions, sparking ideas that attendees can take back to their own organisations to foster transformation and innovation.
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Vanessa Milan
Cambridge University Press & Assessment Head of Voice of the Customer, Global OperationsI am a passionate Voice of the Customer lead and a natural advocate for customers. I am skilled at engaging internal stakeholders to strategically improve the customer experience across Cambridge University Press and Assessment.
I am a self-starter and multi-disciplinary person who leads the development and execution of the Voice of the Customer programme, strategy and governance for Global Customer Service, Credit Management, Royalties, the English division Channel Partners and English and Education product platforms at Cambridge University Press & Assessment.
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
Natalia Tatar
Fuller Smith & Turner P.L.C Group Sales and Events ManagerGroup Sales and Events Manager for Fullers since 2019
17 years of experience in Hospitality Sales and Events
Worked for companies like Novus Leisure and Revolution Bars
Sales Executive Apprenticeship Level 4
Member of Institute of Sales Professionals
I am a competitive and driven individual with a proven record of developing advanced sales structures and achieving consistent, sustainable sales growth. I focus my teams on delivering exceptional guest experiences as the key to outperforming their targets.
In my current role I navigate complex business landscapes, through building a strong sales and events team concentrated on enhancing customer engagement and adapting traditional sales processes to the demands of the modern digital economy.
Outside of work, I am a highly active mum of toddler who loves travelling, and spending time with her family and friends!
Naomi Sweeting
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 SupportLike most actors, I became a Barista and knew how to make your coffee just right. This unexpectedly led to a role selling coffee by the kilo for a roastery.
When I stepped into the SaaS universe to head up Sales for a fresh start-up, I quickly realized the need for a robust support system. So, naturally, I took up that mantle.
Being at Cleo has allowed me to build a dynamic and empathetic team of support agents spread across the globe. Together, we've scaled our operations and enhanced user experiences from Series A to Series C...and we're just getting warmed up!
A key to our success at Cleo AI has been leveraging AI to automate processes, making customer journeys smooth and enjoyable. I find the intersection of AI and customer support to be fascinating and full of potential.
While the stage isn't my daily backdrop anymore, I keep my acting skills sharp through voiceover work. This has led to a variety of roles, including a recent gig voicing the yellow M&M.
Mark Nichols
Flagstone Head of OperationsMark has extensive experience in client success, experience and operations and is now the Director of Operations at Flagstone.
Terry Ward
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Harriet Lack
Oxford Languages Head of Customer SuccessHarriet Lack is the Head of Customer Success at Oxford Languages, bringing a decade of experience in Customer Success roles across a range of industries from Finance and Food Technology to Licensing. Harriet is renowned for her ability to build and lead Customer Success teams, driven by a passion for data-driven insights and a commitment to co-collaboration with customers.
Throughout her career, Harriet has managed customer-facing teams in both start-ups and established businesses, covering areas such as Customer Success, Service, Operations and Telesales. She specializes in establishing and growing Customer Success teams, developing effective strategies and KPIs, implementing CRMs, and leveraging data analytics to drive growth and retention.
Harriet’s expertise and dedication to customer success make her an exceptional speaker on topics related to customer success and operational excellence. Her insights and experience provide valuable perspectives for any audience looking to enhance their customer success strategies and achieve sustainable growth.
Nicola Adcock
Defence Science and Technology Laboratory (dstl) Customer Experience LeadNicola is a Customer Experience Leader who has 15 years of experience designing and improving services to meet the needs of their users. Her background is in public services and she understands the unique balance of customer requirement and public interest that exists within this sector.
Nicola has most recently established a customer focus approach which brings insights, experience and engagement together to provide a holistic change and improvement programme.
Nicola’s skills and expertise include; managing customer facing teams, designing services and service structures, embedding KPIs and data analytics, developing and embedding customer experience strategy, co-ordinating cross functional activities that lead to customer success.
Helen Luty
Landmark Information Group Head of Customer Experience
Nick Mills
Landmark Information Group National Training Manager
Russell Yeates
AWS Principal Sales Specialist for Amazon ConnectRussell has been working in the contact centre industry for the past 20 years. Starting with operational contact centre management, he has transitioned into helping clients while working for some of the leading manufacturers in the industry.
In his current role at AWS, Russell helps clients in the enterprise accounts, with specific focus on the travel and hospitality, gaming and logistics companies to achieve their CX experience goals.
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.
Mark Kerr
BNP Paribas Real Estate Head of Customer Experience
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.
David Walker
OVO Head of Lifetime Customer Value
Matt Roberts
Formula E VP Business IntelligenceMatt have over 20 years experience in data and insight, working for a number of sports broadcasters ( Eurosport, ESPN, BT Sport and Sky Sports) before joining F1 as Global Research director in 2017 where he headed up the research and insight department, managing all BI reporting and strategic insight for the business. In 2021, he joined Formula E to set up their insight function and is currently VP of Business Intelligence.
Divya Kerslake
Utility Warehouse Head of Customer Marketing
Leigh Hopwood
CCMA CEOAs Chartered Marketer and Honorary Fellow of the Chartered Institute of Marketing, Leigh joined the Board of the CIM in 2014, becoming Chair for three years in 2016 where she led a transformation of the organisation across culture, governance and customer experience, turning significant losses into three consecutive years of profit. She continues to give back to this community and is a Trustee on the CIM Benevolent Fund.
For the last 25 years Leigh has been helping organisations develop their marketing capability. Having led marketing functions for IT companies specialising in niche markets, she has spent time as a business advisor and a marketing coach supporting marketing professionals at all levels.
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 Customer Experience DirectorCarl McCartney is Customer Experience Director for Les Mills. Carl started his Les Mills career as a National Trainer/ Presenter 20 years ago and has held a number of key roles within both the global and UK business, including working in both the German and Nordics markets and also working centrally as Global Performance Development Director.
This breadth of industry experience has allowed Carl to build unparalleled expertise in the Health and Fitness industry. He is dedicated to helping club partners build healthier businesses, working with them to achieve their business goals and supporting member retention and recruitment challenges.
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
Stuart Irvine
Heathrow Airport Digital Orchestration Lead
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.
Rosie Bailey
CitySprint Customer and Commercial DirectorRosie is responsible for CitySprint’s customer engagement strategy, focusing on attraction, acquisition, retention, and growth, and leading the Customer Experience programme including marketing, contact centres and the customer service organisation. Rosie also leads on pricing strategy, new business sales and the account management & development of CitySprint’s account customer base. Rosie is the sponsor for customer facing technology including the Salesforce CRM platform and has also led multiple change and business process improvement projects within the organisation. Rosie is part of the leadership team that in 2021 took CitySprint through a successful trade sale to Geopost Group, owners of DPD. With over 25 years’ logistics experience, Rosie led the strategic account management programme for the industrial and 3PL sectors at City Link before joining CitySprint in 2013.
Emma Cottle
Newcastle Building Society Digital Marketing ManagerEmma Cottle is an experienced marketing professional with over 13 years experience in leading award winning teams, digital transformation projects and marketing initiatives to deliver growth to organisations through marketing strategy, digital content, improved UX, quality communications, plans and processes designed with customers at the heart.
Matthew Harwood
Natwest Head of Customer Communications
Chandni Bhatt
Beauty Pie Senior Manager, Member Happiness (CX)Specialising in subscription models, automation and digital transformations, retention, CX and developing high performing teams. Highly skilled in Vendor Management, Contact Centre Scaling, self-service and VOC. Digital Services such as Social Media, Community and consumer reviews.
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.
Ray Biggs
John Lewis & Waitrose Head of Customer Care.png?width=400&name=Hans%20van%20Dam%20(2).png)
Hans van Dam
Conversational Design Institute CEO
Francesca Rea
NewDay Director of Contact Centre and Client Delivery
Emma Krygier
Financial Conduct Authority Head of Supervision Hub
Michelle Ansell
Douglas Jackson Managing PartnerA high-end retained executive search recruitment firm exclusively focused on customer and digitally centric business, delivering high performance, diverse, impactful leadership across customer and operation functions.
I believe that recruitment is broken.
I believe that your recruitment process can be better.
I care passionately about the job that I do, the businesses I support and the individuals I represent.
Every week I have so many conversations with clients concerned about the service, or failures they have received from their search firms.
Conversations with individuals who despair at the application process, the lack of communication and information available to them.
I help customer and digitally led boards, leaders and Directors improve the success and retention of your new hires. To deliver a better customer and employee experience. To drive profits, growth and exit values.
I help you make one of the most important decisions you will make. Who to hire.
Identify, attract and hire C-Suite, Board, Diverse impactful leadership appointments and skilled practitioner talent/NED talent that will differentiate your business and brand across customer and operations; customer service, customer experience, customer contact, customer strategy, customer success, customer insight, customer journey, operations, service delivery, resource planning, forecasting, CX/DX.
Ajay Mitha
Tandem Bank Managing Director - Servicing
Ron Moody
Connect Assist Managing Director
“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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