SPEAKERS

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

3000+ ATTENDEES

250+ PRESENTERS

7 STAGES

2 DAYS

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

Julie Su

Nissan Motor Corporation Global Customer Journey & E-commerce Manager

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

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

Ben Truppin

Lloyds Banking Group Head of Customer Proposition

At Lloyds Banking Group, my focus is on creating innovative and meaningful experiences for customers delivered via our digital and in-person channels. Starting with buying a first home, we're bringing to market industry leading propositions to help UK customers plan for key events in their life.

I am a dynamic product leader with over 10 years of experience in product management and digital transformation, expert in agile methodologies and business strategy. With extensive experience across financial services, I specialise in uncovering challenges hindering the achievement of strategic objectives, crafting credible, iterative plans to address them. I've led teams ranging from 1 to 151 members, bringing a pragmatic approach to problem solving tailored to the context.

My track record includes reducing costs, simplifying technology, modernising systems, driving customer acquisition, and improving retention rates. I've eliminated tens of thousands of hours of manual effort through automation, guided thousands of colleagues in transformative change, initiated hundreds of digital features to transform customer experiences, mentored scores of colleagues to attain promotions and aided colleagues during mental health emergencies.

I offer a unique blend of strategic insight and practical implementation experience and ensure your digital investment delivers tangible results. Whether you're looking to streamline operations, enhance customer experience, or drive growth, I have the skills and experience to guide your organisation through successful transformation in the digital era.

Kathleen MacLean

Dr. Martens Global Head of Customer Growth

Passionate about customer-first growth with a background in brand and CRM marketing, both agency and client side.

Neal Silverstein

Specsavers Head of Technology Customer Services

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

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

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.

Robert From

Rail Europe Chief Growth Officer

I'm a commercial leader in B2C and B2B services and products with 15+ years of experience and a consistent track record in growing technology and media businesses (revenue range $10M-$100M). International experience in developing business strategy, leading multicultural teams, and building customer-centric brands and acquisition engines. Successfully partnered and developed customer relationships across multiple industries in a versatile and consultative role. Helped companies ranging from tech hyperscalers to global billion-dollar brands put in place advanced commercial and data-driven best practices. Fortunate to have seen the opportunities and challenges companies face when competing in some of the toughest markets on the planet.

James Vukashin

phs Group Head of Customer Experience and Customer Excellence

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

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

Lee Haslett

Celestyal Cruises Chief Commercial Officer (CCO)

With more than 15 years leading commercial strategy, revenue growth, and global sales organisations across the travel sector, I currently serve as Chief Commercial Officer at Celestyal, responsible for global revenue performance, commercial strategy, and brand growth for one of the Eastern Mediterranean’s fastest-evolving cruise operators. My background spans cruise, aviation, and international travel, including leadership roles such as Vice President Global Sales for a major international airline, providing deep experience across global distribution, partnerships, pricing strategy, market expansion, and customer growth.

Gabriel Ross

Homeprotect Home Insurance Head of Customer Strategy

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

Ingrid van Ruiswijk

ComAve Head of Customer Support

I’m a Customer Service and Customer Experience leader with over 20 years of experience helping global brands build stronger, more loyal customer relationships. I’ve led initiatives that boost satisfaction, reduce costs, and streamline operations, from introducing new service channels and automation to rolling out SAP and driving large-scale process improvements. What drives me most is people: developing teams that feel empowered, motivated, and proud of the impact they make. I’m also passionate about sustainability and CSR, having led projects like the Soles4Souls donation initiative across EMEA and North America. I bring a blend of operational expertise, digital and e-commerce experience, and a genuine focus on people and purpose. I’m especially interested in remote and hybrid opportunities where I can help teams thrive and customers feel valued.

Joss Murdoch

Energy Saving Trust Customer Experience Specialist

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

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

Lorena Alonso

Suntory Global Spirits Global Lead Data & Analytics Strategy

15+ years in data strategy, analytics and commercial leadership across Europe and the US.

Helen Luty

Landmark Information Group Head of Customer Experience

Helen has over 20 years of Customer Service Leadership experience across a variety of B2B and B2C businesses. As Head of Customer Experience for Landmark Information Group, Helen covers service, support and success across a variety of Landmark brands, building and improving processes to ensure Landmark are easy to do business with, that focus on positive outcomes, that seek and learn from feedback and that look to the ever-evolving
needs of customers.

Helen’s passion for making a difference, cascades throughout the CX Teams and has resulted in high engagement scores and as we all know…engaged and happy teams mean engaged and happy customers.

Helen has been named in the CXM Stars Top 25 Professionals 2024 and 2025, Was awarded CX Professional of the Year at the UKCXA23, Customer Service Professional at the UK Customer Satisfaction Awards 2023 and her team won Best B2B Customer Experience at UKCXA24 and Best Use of Customer Insight at the Engage Awards 2024.

Leigh-Anne Gray

Vanquis Senior Specialist Complaints Manager

I’ve spent over 10 years in regulated complaints handling/management, working for a variety of major firms such as Lloyds Banking Group, Phoenix Group and FSCS. I spent several of those years contracting for a Big 4 Consultancy handling various remediation projects.

In 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 Operations

I am a dynamic and results-driven senior leader with extensive experience leading teams across Retail, Customer Centres, Operations, and HR. Passionate about developing people, I invest significant time and energy into nurturing talent and driving high performance. I am relentless in my pursuit of excellence, always seeking opportunities to overcome challenges and deliver outstanding results.

With a strategic mindset, I thrive on developing and executing initiatives that create lasting impact. I have a keen eye for leveraging technology to enhance customer experience, streamline operations, and drive cost efficiencies. As a passionate advocate for neurodiversity, I see it as a superpower, embracing different ways of thinking to drive innovation, problem-solving, and meaningful change.

Beyond my professional career, I am a dedicated parent to three adopted children, all of whom have ADHD and autism. I also have ADHD, which enhances my empathy and understanding of their experiences, while sharpening my creativity, resilience, and drive. This personal journey fuels my commitment to creating environments where diverse minds can thrive and strengthens my determination to make a meaningful difference, both professionally and within the wider community.

Richard Murray

Cambridge University Press & Assessment Global Customer Services Director

An award-winning manager with a proven track record of increasing employee engagement, customer satisfaction, and shareholder returns, entrepreneurial and commercially astute leader with over 15 years’ experience in senior roles. I have managed operations of up to 750 FTE across diverse sectors including telecoms, utilities, retail, and software, with responsibility for global service delivery spanning both in-house teams and outsourced contact centres. My expertise includes leading 24/7 multilingual teams across multiple sites and time zones in complex environments, alongside a strong ability to set and deliver organisational vision through highly engaged, focused teams.

Lloyd Burgess

Veolia UK Head of Customer Excellence

High performing and experienced senior manager delivering high-impact results in customer service metrics such as NPS and Trustpilot in electrical testing compliance industry & furniture manufacturing. Skilled in developing strong internal and external relationships to facilitate collaborative achievement of high priority goals. Confident in my ability to thrive in a fast- paced setting and leverage my skills in leadership, change management and communication to enable business success. Committed to developing my own learning through external networking and research to facilitate a continuous improvement culture.

Malory Beaham-Powell

WeWork Senior Manager, SaaS Customer Success

Malory Beaham-Powell is a Senior Manager of SaaS Customer at WeWork, where he leads the International Customer Success team for the company's digital products - WeWork Workplace and All Access. With over a decade of experience, Malory is passionate about helping organizations optimize their hybrid work strategies through scalable, tech driven solutions.

Alexander Toft

Moonpig General Manager International

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

Nicki Young

RS Group Chief Customer Officer

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

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

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

Stijn Bannier

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

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

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

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

Richard Pash

Zurich Chief Customer Officer

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

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

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

Kevin Murphy

Natwest Rooster Money – Youth and Families Chief Operating Officer

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

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

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

Ellie Bateman

Centrica Chief of Staff, CCO

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

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

Claudia Nicholls-Magielson

Simplyhealth Chief Customer Officer

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

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

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

Suresh Balaji

Lloyds Banking Group Chief Marketing Officer

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

Mike England

Flowtech Group CEO

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

Martin Villanueva

IKEA Global Customer Engagement Lead

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

John Anderson

NBCUniversal Director of Retention

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

Anna Cook

Sky Managing Director - Customer Service

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

Key achievements over the past few years have been:

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

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

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

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

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

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

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

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

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

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

Nessa O'Gorman

Expedia Group Director, Product Management

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

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

Zeke Zhiqian Wu

Nissan Motor Corporation Global CRM Program Manager

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

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

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

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

Anna Roughley

The Lending Standards Board Deputy Chief Executive

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

Vaibhav Verdhan

AstraZeneca Senior Director, Global

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

Moritz Wolf

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

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

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

Paul Pugal

FedEx MD Customer Experience UK & Ireland

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

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

Jo Kirkham

Liverpool Football Club Vice President of Fan Experience

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

Sean Philip

Legal & General Customer Engagement & Activation Director

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

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

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

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

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

Adam Knight

Travelex Director of Marketing

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

Thomas Husson

Forrester VP, Principal Analyst

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

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

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

Claire Braines

JPMorgan Chase & Co Executive Director - Head of Banking Operations

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

Teodora Tepavicharova

Condé Nast Director, Programmatic Strategy

Teddy 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 Services

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

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

Sakina Mirza

British Airways Senior Commercial Strategy Analyst

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

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

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

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

Phil Payne

Bidvest Noonann Director of IT Customer Experience

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

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

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

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

Thomas Bassett

Haleon Global Director - Customer and Channel

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

Francesca Rea

NewDay Director of Customer Operations

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

John Rankin

Sky Director of Home Service & Broadband Service Delivery

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

Abhineet Kesarwani

Customer Value & Experience, Digital Regional Director

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

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

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

Natalie Rea

Clarity Environmental Chief Executive Officer

Ross Antrobus

LIV Golf SVP Insight and Analytics

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

Elizabeth Ajala

Monzo Bank Risk and Control Director

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

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

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

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

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

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

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

Kathleen MacLean

Dr. Martens Global Head of Customer Growth

Passionate about customer-first growth with a background in brand and CRM marketing, both agency and client side.

Jana Kreissig

Porsche AG Customer Research & Insights Expert

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

Neal Silverstein

Specsavers Head of Technology Customer Services

Nick King

AutoTrader Insights Director

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

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

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

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

Michalina Bidzinska

Fortnum & Mason Commercial Lead UX Designer

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

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

Carl McCartney

Les Mills Global Sales Enablement Director (Global Markets)

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

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

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

Adam Flitton

Allianz Principal Behavioural Scientist

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

Melanie Fischer

Xero Director, Customer Experience - UK & EMEA

Melanie 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
strategy development and implementation
stakeholder engagement including trade union relations

Tracy Lawson

The Open University Director Contact Centre

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

Preyan De Silva

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

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

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

Mark Croucher

P&O Cruises Director Guest Journeys and Planning

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

Edward Sims

EnviroVent Customer Experience Director

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

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

John Lewis

Wiley Director of Customer Experience, Research, & Insights

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

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

Verity Mercer

Renault Head of Customer Experience and Quality

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

Samantha Lewis-Williams

Financial Times Head of Marketing Automation

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

David Bellinger

Network Rail Head of Insight

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

Jessica Ham

National Grid Head of Customer Experience

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

Aida Mutapcic

KFC Customer Recovery Manager

With over 15 years of experience in customer service and operational excellence, Aida brings a proven track record of managing and nurturing high-performing teams within the hospitality sector. In her current role as Customer Recovery Manager at KFC UK & Ireland, she leads initiatives focused on customer recovery, satisfaction, and loyalty-turning challenging situations into positive experiences. Aida’s leadership style emphasizes empathy, data‑driven decision-making, and continuous learning, ensuring consistent enhancements in both service quality and team performance.

Throughout her career, Aida has championed transformation and resilience, as shown by her success in developing recovery strategies that balance customer expectations and brand standards.

Kiran Uppal

ASOS Head of Customer Care Experience & Transformation

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

Kai Bentley-Grey

DFS Senior Technology Business Partner - Customer

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

James Vukashin

phs Group Head of Customer Experience and Customer Excellence

Oliver Parsons

Lloyds Banking Group Head of Ecosystems, Customer Propositions

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

Emma DeSena

London Marathon Events Head of Customer Engagement

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

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

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

Ellie Sutton

Nestlé Head of CX

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

Fiona Ball

Sky Group Director of the Bigger Picture & Sustainability

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

Rebecca Brooks -Daw

The AA Head of Group Customer Experience

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

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

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

Phil Quickenden

London Borough of Camden Head of Customer and Registration Services

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

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

Doris Kauffman

Porsche AG Manager Customer Research & Insights

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

Emma Newell

Financial Times Head of Operations, Customer Care

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

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

Daniel Bunton

Cleo AI Head of Customer Support

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

Caroline Wood

Bupa Head of Customer Intelligence

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

Claire Jackson

Sky Head of Internal Communications, Campaigns & Channels

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

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

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

Jivesh Juneja

Nissan Head of Data Products

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

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

Helen Luty

Landmark Information Group Head of Customer Experience

Robin Spinks

RNIB Head of Inclusive Design

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

Jo Eighteen

Biffa Head of Customer Experience

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

Christina Liciaga

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

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

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

Aileen Raynos

Nestlé Purina UK & Ireland CRM Lead

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

David Walker

OVO Head of Lifetime Customer Value

David Walker is Head of CRM at OVO Energy where he manages customer retention and value. With a background in media he brings a focus on commercial outcomes and customer value through customer lifecycle management.

Tamara Essawy

The Guardian Senior CRM Manager

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

Abdul Khaled

E.ON Next Head of Digital | Customer Experience & Digital Products

Abdul is currently Head of Digital at E.ON Next and started this position in 2021.

Lucie Child

Transport for Greater Manchester Head of Customer

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

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

Adam Mills

The Wine Society Head of Insight, Loyalty & Strategy

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

Nicola Shield

Bupa Global Head of Marketing Strategy, Planning and Communications

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

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

Anna Wilcox

Bupa Head of Customer Experience

Anna is an established customer experience and marketing professional with a proven track record of delivering excellent commercial performance over the 20 years of my career.
I started my career in marketing, planning and driving growth for large corporate organisations across industries such as health insurance, the motor trade, pharmacy and IT. Over the years my passion for marketing sparked an interest in customer behaviour and 6 years ago I moved into the Customer Experience profession.
I now head up the Customer Experience function at Bupa Insurance, aiming to be the world’s most customer centric healthcare organisation.
All helping to achieve our purpose of helping people live longer, healthier and happier lives and making a better world.

Van Valdez

Financial Conduct Authority Insight & Evaluation Lead

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

Áine Egan

Halfords Training and Development Lead

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

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

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

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

Camelia Maftei

Micheldever Tyres Services Customer Contact Centre Manager

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

Niclas Winblad

Sky Head of Product Management

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

Denis Omara

Aston Group Chief Information Officer

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

Mardien Drew

YouGov Customer Marketing Lead

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

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

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

Bukola Odunaiya

Expedia Group Senior Integrated Campaigns Manager

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

Luke Ollerhead

The Very Group Senior Insight Manager Customer Care

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

Rebecca Jamieson

Xero Head of Customer Experience (UK & EMEA)

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

Sabina Onwuka

London Borough of Barking and Dagenham Head of Customer Services

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

Julie Rendle-Eames

West Sussex County Council Head of Customer Experience

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

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

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

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

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

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

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

Nicola Adcock

Defence Science and Technology Laboratory (dstl) Optimisation Lead

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

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

Nicola’s core strengths include:

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

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

John Murphy

NHS Shared Business Services Head of Customer Excellence

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

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

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

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

Matthew Harwood

Natwest Head of Customer Communications

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

Divya Kerslake

Utility Warehouse Head of Customer Marketing

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

Lee Courtney

Utility Warehouse Head of UX

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

Naomi Sweeting

Places for People Director of Customer Research & Insight

Naomi has over 25 years’ experience as an insight, customer experience and strategy professional.

She 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 & Inclusion

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

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

Fflur Huysmans

The Bread Factory Head of Customer Experience

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

Shilpa Manikanteswaran

Decathlon Insight Analyst & Personalisation Specialist

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

Jo Tatchell

Edelman Head of Strategy

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

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

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

Stephan Hogenbirk

Cognita Head of Strategic Insights

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

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

Richard Bassett

NiCE VP, CX Automation, AI & Insights

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

Diane Monk

Cognita Head Of Customer Experience

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

Leigh-Anne Gray

Vanquis Senior Specialist Complaints Manager

Aleisha Hales

Silverfin Head of Customer Success UK & Growth Markets

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

Alex Keynes

Arrive Head of Product – Driver’s Experience

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

Jamie Carter

Belron International Voice of the Customer Manager

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

Hanna Fredriksson

Arrive Head of Global Customer Care

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

Lyndall McCarthy

Stewardship Head of Customer Experience

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

Rhio Cory

Ticket Tailor Head of Customer Experience

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

Caroline Sams

Canon Customer Engagement Lead

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

Joseph Carter-Bell

The Pools Director of Customer Success & Operations

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

Tom Kirby

Mindvalley Head of Customer Experience

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

Beth Simpson

Canon Europe EMEA Customer Marketing Senior Manager

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

Ismail Ostrilski

Epos Now VP of Operations

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

Sarah Mitton

Sovereign Network Group Head of Customer Engagement

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

Mike Brinn

TLC Worldwide Global Loyalty Director

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

David Tainton

Vodafone Senior Manager: Chatbot, AI and Voice

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

Raj Khalid

Regal Cineworld Group Customer Experience Manager

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

Sam Holley

Lloyds Banking Group Senior Messaging Experience & Performance Manager

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

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

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

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

Emily Hilman

London Borough of Camden Performance and Improvement Manager

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

Hannah Ratcliffe-Barnes

HSBC Social Media Lead

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

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

Tom Barker

Jungle IT Client Relationship Manager

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

Malory Beaham-Powell

WeWork Senior Manager, SaaS Customer Success

Laura Franklin

West Sussex County Council Customer Service Centre Manager

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

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

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

Bogdan Grigorescu

Direct Line Group Senior Technical Lead

Technologist with extensive experience across industries.

Bogdan 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

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

Anshul Garg

Maersk Senior Data Product Owner

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

Mark Briers

Qualtrics XM Solutions Strategist

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

Danny Starr

Global Product Lead, CX

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

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

Aswin Peter

Centrica Senior Product Lead - Customer Experience and Product Strategy

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

Clarissa Valiquette

AAT Director Customer Experience

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

Ian Banks

Ventrica CEO

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

Chris Holt

Holt CX Consultancy Director

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

Stephen Akadiri

Grey SEO Growth Manager

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

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

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

Tamara Kartoziia

AUTODOC Senior Service Designer & Customer Experience Architect

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

Grace Bucksey

Nextiva Enterprise Account Executive

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

Steve Morrell

ContactBabel Managing Director

Steve Morrell is the Managing Director of ContactBabel, which was founded in 2001 to provide high-quality research and analysis to the UK contact centre industry.

The in-depth coverage provided by ContactBabel’s ongoing primary research projects is matched by our experience analysing the contact centre industry. We understand how technology, people and process best fit together, and how they will work collectively in the future.

Steve has written hundreds of research reports and his opinion on contact centres has been featured on the BBC, ITV, Sky, the Guardian. Forbes and the Financial Times.

Leigh Hopwood

CCMA CEO

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

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

Jo Causon

Institute of Customer Service CEO

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

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

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

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

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

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

Jamie Thorpe

Ipsos Chief Experience Officer

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

Jean-Francois Damais

Ipsos Global Chief Research Officer, Customer Experience

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

Ian Gibbs

Data & Marketing Association Insight and Planning Director

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

Laura Godfrey

Ipsos Head of Client Service Team, CX

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

Mark Clydesdale

Tap CXM Head of Strategic Consulting

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

Max Lowenthal

Decagon Director of Agent Product

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

Tom Miller

Invoca Senior Director, Customer Success

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

Steve Brockway

The Harris Poll UK, A Stagwell Company Chief Research Officer

As Chief Research Officer, Steve uses his deep and varied experience in CX research to ensure clients benefit from both robust research design and creative insight solutions, ensuring positive client outcomes through maximum return on investment. Whether it be advice on setting up a new CX feedback program or engaging stakeholder teams to act on new insight, Steve consults in collaboration with Client teams to ensure success.

Logan Randolph

Sierra Head of Expansion

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

Suveer Kothari

Sierra Head of UK

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

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

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

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

Andrew Pattie

Sprinklr CX Solutions Director UKI & South Europe

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

Lea Schremmer

PlayPlay UK Field Marketing Manager

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

Richard Davey

Reputation Director, Customer Success - EMEA

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

James Towner

ArvatoConnect Chief Growth Officer

James Towner is a business growth leader with over 30 years’ experience delivering transformational value for clients across government, financial services, telecoms and utilities. As Chief Growth Officer at ArvatoConnect, he drives business growth and digital strategy, helping organisations navigate change and unlock new and future opportunities through innovation and partnership.

Previously, as Senior Vice President at a leading global services firm, he expanded the company across the UK and Europe in the energy and utility sector, focusing on data-driven and digital solutions. Earlier, as a Group Sales Director at a major outsourcing and professional services company, James established its sales presence in Germany, securing groundbreaking outsourcing partnerships.

Beyond his executive role, James is a Non-Executive Director at Oxford Direct Services (ODS), supporting its mission to deliver sustainable, customer-focused services for the local community. He has also served as a Trustee for local organisations including an Oxford-based theatre company and the Prospect Hospice in Swindon.

Mike Stewart

ArvatoConnect Head of Digital Practice & AI

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

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

Will Hearn

Brevo Director of Sales EMEA

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

Damien Popote

Mayday CEO & Co-Founder

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

Hugo Ramadier

Mayday Head of UK

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

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

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

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

James Mackay

RASA Regional Sales Manager EMEA

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

Libby Jackson

Playable Regional Manager & Gamification Specialist

Libby has specialised in gamification marketing and consulting brands in retail and FMCG for over 5 years. As Regional Manager at Playable, she works with brands across sectors to help them introduce and optimize playable and gamified experiences within their marketing strategies to great effect.

Dvir Hoffman

CommBox CEO

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

Brian Reijngoud

Deepdesk VP of Sales

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

Sean Brownell

Sprinklr Principal Solution Consultant

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

Rich Wall

Sprinklr UKI Solutions Director

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

Raoul Monks

Flume Founder and CEO

Raoul is the Founder and CEO of Flume Sales Training and a global thought leader on B2B sales. He cuts through the noise surrounding sales and simplifies complex research into actionable insights that are 100% focussed on driving revenue.

John Sills

The Foundation Managing Partner

John 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

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

James Adamczuk

Zoom Global CX Strategy Lead

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

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

Iain Ogilvie

Treasure Data Senior Solutions Consultant

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

Chris Thomson

Treasure Data Account Director

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

Eleanor Telling

Medallia Senior Director Experience Advisory

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

Frank Sherlock

Callminer VP International

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

Matthias Goehler

Zendesk Chief Technology Officer, EMEA

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

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

Maurice Gonzenbach

Caplena Co-Founder & Co-CEO

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

Jason Roos

Cirrus Response Chief Executive Officer

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

Vanessa Piacente

ElevenLabs Head of International Customer Success

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

Peter Aitken

Kantar Head of Customer Strategy & Insights

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

Marlon Hills

Braze Senior Area Vice President, Northern Europe

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

Gillian Chamberlain

Capita Managing Director UK and Ireland

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

James Cadman

Luware Chief Customer Officer

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

James Farnhill

Creatio Sales Director, Financial Services - Western Europe

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

Tim Smee

NFON Senior Product Manager

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

Kelly Hazelton

Zoom Contact Centre Specialist

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

Stephanie Lias

Sprinklr Senior Product Marketing Manager

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

Garry Ovenell

Talkdesk Vice President of Solution Engineering for EMEA

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

Sue Conley

SS&C Financial Services International Senior Director, Retail Servicing

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

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

Sarel Roots

Trusst AI CEO

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

Carrie Hegan

Baringa Partners Customer Expert and Practice Lead

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

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

Steve Bell

Verint VP, EMEA Solutions Consulting

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

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

Siobhain Goodall

Ventrica Senior Client Executive

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

Luke Atkins

Front Customer Support Lead, EMEA

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

Simon Fraser

InMoment VP, Insights & Consulting

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

James Bedford

Foundever VP Customer Success

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

Jesse Zhang

Decagon CEO & Co-founder

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

David Jeans

The Harris Poll UK, A Stagwell Company Client Services Director

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

Fergus Walsh

Braze Senior Account Executive, Enterprise

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

Stuart Dorman

Sabio Group Chief Innovation Officer

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

Will French

Treasure Data Account Director

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

Xenofon Papadopoulos

Marshmallow CTO

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

Jes Breslaw

Seismic Head of EMEA Marketing

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

Vellanki Sriharsha

Khoros AI Product Manager

Vellanki Sriharsha is an AI Product Manager at Khoros where he's answering the question every brand faces: How to make users/customers feel understood quickly and help them build bonds with brands using AI.
He’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

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

Mike Bohnett

Sendbird Chief Revenue Officer

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

Matt Mulconroy

Elevenlabs GTM UK&I

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

Louise Meyer-Schönherr

Elevenlabs Forward Deployed Engineering

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

Sharon Rajan

Sprinklr Principal Solutions Consultant

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

Sid Farmiloe

Dialpad EMEA Sales Engineer

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

Luke McNamara

Trusst AI Sales Director

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

Tim North

Connect Vice President of Strategy Execution

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

Douglas Orr

Message Matrix CEO & Founder

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

Shorit Ghosh

Ada General Manager, Voice

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

Sally Hodgin

Connect Principal AI Consultant

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

Huw Jones

Verint Director, Solutions Consulting

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

Rob Bacon

NFON Head of Contact Center Hub and Pre Sales

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

Martin Hill-Wilson

Brainfood Training Co-Founder

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

Gerry Brown

Customer Lifeguard Chief Customer Officer

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

Brian Manusama

Actionary Executive Partner

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

Andrew Hough

Cranfield University Associate Professor Sales Leadership & Performance

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

Scott Logie

DMA DMA Membership Advocate

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

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

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

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

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

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

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

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

Nick Brice

Soul Corporations CEO

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

Brandie Deignan

Pier Health Group Chief Executive Officer

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

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

Ollie Ollerton

Former UK Special Forces Soldier

As 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 Captain

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

Alex Scott MBE

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

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

Gail Emms MBE

Former World Champion Badminton player

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

Rebecca Powell

Ella's Kitchen Head of Customer Care

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

David Walker

OVO Head of Lifetime Customer Value

Matt Roberts

Formula E VP Business Intelligence

Matt 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 CEO

Nick King

AutoTrader Insights Director

Carl McCartney

Les Mills Global Sales Enablement Director (Global Markets)

Sabina Onwuka

London Borough of Barking and Dagenham Head of Customer Services

Jo Eighteen

Biffa Head of Customer Experience

Matias Quintanilla

Virgin Media O2 Head of Customer Monitoring

Experienced, 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 Money

Pietro 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 Delight

Isobel is the Director of Customer Delight for the Bloom & Wild Group. She’s passionate about making every customer’s gifting experience a delight. And
a 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

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

Callum Whitton

Formula E Senior Fan Experience Manager

Callum 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.

Emma Cottle

Newcastle Building Society Digital Marketing Manager

Emma 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

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

Karen Stewart

Standard Life Vulnerable Customer Centre of Excellence - Snr Consultant

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

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

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

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

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

Sham Haque

The LEGO Group Senior Engineer - Contact Centre Technology

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

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

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

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

Anna Wilcox

Bupa Head of Customer Experience

Francesca Rea

NewDay Director of Contact Centre and Client Delivery

May 2014, Francesca joined NewDay where she is the Director of Contact Centre & Service Delivery. As a member of the Senior Leadership team Fran directs the omni-channel servicing strategy across E servicing, Mobile App, Digital Messaging, Call centre and Complaints. Fran also provides insight back into the business which supports improvements in CX. Fran previously worked at GE Capital, Axa Life, Telefonica O2, Cable & Wireless Worldwide and BT and as an experienced Leader, has led successful transformations and created award winning customer service transformations and experiences.

Nicky Haddow

Victoria’s Secret UK Head of Marketing

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

Livia Fekiacova

The Estée Lauder Companies Inc. Enterprise Marketing CRM Lead

Livia has spent the past three years at Estée Lauder Companies leading the Enterprise Marketing CRM team. In this role, she’s been working with a diverse portfolio of 17 prestige beauty brands, spearheading digital transformation while nurturing each brand’s unique identity and purpose. Her leadership has driven creativity and innovation through tech, vendors and internal CRM strategies, placing the customer at the heart of CRM campaigns.

Before 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 Leader

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

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

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

Jasmin Wheeler

John Lewis Customer Experience Lead

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

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

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

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

Shannon Hamer

Economist Global Head of Customer Success

Shannon 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!

Charlotte Burridge-Taylor

Volvo Head of Training for Global Customer Care

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

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

Samantha Lewis-Williams

Financial Times Head of Marketing Automation

Anna Wilcox

Bupa Head of Customer Experience

Chloe Rice

Shutterstock Director, Global Customer Experience

Chloe Rice is a global customer experience leader with over 15 years of industry experience in sales and customer success. Currently serving as Director of Customer Experience at Shutterstock, Chloe has scaled her approach of genuine empathy and care for customers to a global level, leading cross-functional teams and initiatives that drive customer-centric innovation across multiple regions. Driven by a commitment to elevating customer experience, Chloe combines strategic vision with hands-on leadership to foster open, collaborative environments. Her extensive expertise and multi-faceted lens through which she has viewed the customer landscape enables her to bring unique insights on scaling customer care and performance in today’s fast-paced digital economy.

Melanie Fischer

Xero Director, Customer Experience - UK & EMEA

major change and transformation
leading large business units and teams
strategy development and implementation
stakeholder engagement including trade union relations

Vanessa Milan

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

I 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 Consultant

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

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

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

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

Suzanne Lannin

Standard Life Senior Operations Design Manager

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

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

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

Maria Mattos

Renault Group Customer Experience Transformation Manager

Maria Mattos is a passionate, collaborative CX professional with extensive experience in driving commercial improvements and retailer network performance. Maria has a strong background in Business Intelligence and has worked in the automotive industry for over 10 years.

Having worked at Volkswagen Group UK, Audi UK and now Renault Group UK, Maria is experienced in deploying transformational and continuous improvement projects at a national level with a customer-first mindset.

Natalia Tatar

Fuller Smith & Turner P.L.C Group Sales and Events Manager

Group 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 & Insight

Andy Purcell

WeTransfer Senior Manager Martech and Systems Operations

Andy Purcell has over 15 years experience making technology and data work for marketing teams and beyond at household names such as WeTransfer and The Walt Disney Company, as well as innovative start ups such as Immersive Gamebox. An expert in all things tech stack, Andy has worked with most systems across industries as varied as video game production, government and education.

Ashutosh Pandey

Eutelsat Group VP Project Management, Quality and Process

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

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

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

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

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

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

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

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

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

Laura Macleod

Virgin Money Senior Product Owner

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

Tim Fisher

Tapi Carpets Head of Academy

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

Daniel Bunton

Cleo AI Head of Customer Support

Mark Nichols

Flagstone Head of Operations

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

Harriet Lack

Oxford Languages Head of Customer Success

Harriet 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) Optimisation Lead

Nicola’s core strengths include:

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

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

Helen Luty

Landmark Information Group Head of Customer Experience

Nick Mills

Landmark Information Group National Training Manager

Nick has been the National Training Manager for Landmark Geodata for 18 years, with responsibility for the planning and delivery of the varied training courses offered to clients. As a recognised expert on the Landmark Geodata products Nick develops user guides and training documentation and is key to testing of the system. With more than 25 years’ experience in creating and delivering training, Nick holds a Masters Diploma in Learning and Development and is a Gold Accredited Learning and Development Professional and Fellow of the British Institute of Training and Occupational Learning (ITOL). Outside of Landmark, Nic enjoys sports (with football and rugby league favourite topics!), theatre, music – and computer games, which he doesn’t seem to have yet grown out of!

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

Digital Journey Manager, Vodafone Group

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

VP Customer Cperations, OneAdvanced OneAdvanced-1

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

Customer Experience & Events Manager, Fluix Fluix

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

Customer Delivery Manager, Correla Correla

Single Ticket

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

SUPPLIER TICKET

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

How do I register for the conference?

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

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

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

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

What should I wear to the conference?

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

What should I bring to the conference?

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

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

What time does the conference open/close?

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

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

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

Are meals provided during the conference?

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

How do I view the agenda?

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

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

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

How can I network effectively at the conference?

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

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

Can I choose which sessions to attend?

Yes, the Summit offers multiple topic stages and tracks.

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

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

What if I need to cancel my registration?

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

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