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
Claire Deekes
Cumberland Building Society Chief Customer OfficerClaire is a member of the Chartered Institute of Bankers with over 30 years of experience in the retail banking sector. Prior to moving into the role of CCO, she had held the role of Head of Retail Distribution. Claire moved to the Society from Virgin Money where she was Head of Stores and Lounges, and prior to this enjoyed success in several senior manager roles within Lloyds Banking Group.
Jo Harris
Quilter Chief Customer Officer
Andrew Webber
END. Chief Digital & Customer OfficerThis experience, combined with the rapidly evolving AI landscape, has been the perfect timing and fit for transforming the commercial engine at End Clothing with data and AI.
Will Abbott
Workspace Chief Customer OfficerAn executive leader with over 25 years’ experience in customer, marketing and commercial roles across a diverse range of businesses. At Workspace Group plc, Will leads marketing, customer engagement, demand generation, brand development, digital strategy and customer experience, driving customer and commercial growth.
After beginning his career in advertising, Will moved to BSkyB before working across digital media, FMCG, financial services and travel. Prior to Workspace, he was Marketing Director at Hiscox and Chief Marketing Officer at Neilson Active Holidays.
Judy Boniface-Chang
Birdie Chief Customer OfficerI build the commercial engines that make mission-driven companies grow. But if there's one thing twenty years has taught me, it's that strategy doesn't fail on the spreadsheet. It fails in the gap between what leaders decide and what teams actually believe. Culture and trust aren't the soft edges of transformation; they're the whole game.
I've built and restructured teams across the US, EMEA and APAC, and every time, the technical part was the easy bit. The hard part was earning the trust to take people somewhere they couldn't yet see.
At Birdie I coined the vision "it takes a village", not as a tagline, but as a genuine organising principle for how we lead and build an impactful culture that puts the person receiving care at the centre, and connect everyone around them. Over the last four years I've led a transformation of our customer organisation, redesigning it into segmented functions and embedding AI early and deliberately. While that drove a sign improvement in gross margin, the result I'm proudest of is a team that stayed engaged through the change rather than bracing against it. You don't get one without the other.
I'm convinced the leaders who win the next few years won't be the ones with the best AI roadmap, but the ones who build enough trust for their people to actually use it well. If you're wrestling with how to lead change without losing the humans in it, I'd always welcome the conversation.
Gabriella Lambert
Nestlé Nespresso SA Head of Customer ExperienceGabriella Lambert is a customer experience and business transformation leader with a track record of helping organisations turn customer insight into measurable growth. Having led transformation across global brands, consultancies and purpose-led organisations, she is recognised for delivering customer strategies that reduce churn, improve service performance and create lasting commercial value.
Kathleen MacLean
Dr. Martens Global Head of Customer Growth Strategy & PlanningWith more than 15 years of experience across scale-ups, technology businesses and global consumer brands, Kathleen has built and led growth, customer intelligence and digital transformation initiatives spanning automotive, clean technology, telecommunications, fintech and retail. She has worked with organisations including Dr. Martens, BMW, O2, BT, Huawei and ev.energy, helping businesses accelerate customer acquisition, increase retention, optimise customer lifetime value and deliver measurable commercial growth.
Known for translating complex customer, data and organisational challenges into practical growth strategies, Kathleen combines deep expertise in customer intelligence, digital transformation and commercial strategy to help businesses uncover untapped opportunities, scale more effectively and build the foundations for long-term success.
Her approach bridges strategy and execution, enabling organisations to turn customer insight into sustainable growth and competitive advantage.
Sandrea Morgan
Charles Tyrwhitt Head of Customer Service and ChangeSandrea is a Senior Customer Service and Experience leader with over 20 years’ experience building and transforming global support functions across fashion, beauty, e-commerce, start-ups, and the public sector. She has led both in-house and outsourced operations at scale, spanning B2C and B2B environments, with deep expertise in digital-first customer support.
A strategic and commercially focused leader, Sandrea is known for transforming customer support from a reactive service into a proactive, insight-driven growth engine. She specialises in contact reduction, AI-enabled service design, and operational excellence, consistently improving efficiency, customer satisfaction, and revenue through smarter journeys and data-led decision making.
Passionate about the Voice of the Customer, Sandrea works cross-functionally with product, marketing, and technology teams to turn customer insight into meaningful,
measurable change. She is equally committed to building high-performing, engaged teams, with a strong focus on coaching, development, and leading through transformation.
Aida Huggins
KFC Customer Recovery ManagerSpecializing in customer service management and process optimization, I am passionate about aligning operational strategies with evolving customer needs. My mission is to empower teams and deliver exceptional experiences through collaboration, innovation, and effective communication. I remain committed to driving continuous improvement and fostering a positive organizational culture.
Cheryl Fuller
Samsung Electronics MX Strategy Contact Centre Channel LeadCheryl has been delivering premium customer experiences for over 25 years and now leads the Mobile Phone Contact Centre Channel Team for Samsung.
With a huge drive to develop partnerships and brand advocacy her experience within the Contact Centre world has lead to multiple industry award wins and nominations.
Implementing strategic and meaningful change is her forte and understanding how to influence and how to predict demands underpins this.
Aileen Raynos
Nestlé Purina UK & Ireland CRM LeadNow in her 18th year at Nestlé Purina, Aileen leads initiatives focused on transforming how we connect with consumers across our digital ecosystem. Through a data-driven approach and highly personalised CRM programmes, she helps deliver best-in-class consumer experiences that drive engagement, loyalty, and growth. Her focus is on building meaningful, long-term relationships that enhance the lives of pets and the people who care for them.
Adrian Evans
B&Q Head of Product and Experience
Sharon Braude
Virgin Active Global Group Director Marketing TechnologyIn her leadership roles, Sharon has created and defined the marketing vision and designed and implemented customer strategies for globally recognised brands – including Disney, Red Bull Racing, and the BBC. She holds several Advisory Board positions, presents keynotes at industry events, and judges global advertising and design awards.
Lori-Ann Tracey-Nicely
Customer Service DirectorMrs. Lori-Ann Tracey-Nicely is an experienced Customer Service Director with a diverse professional background spanning customer service, assessment, optical management, and the civil service. Throughout her career, she has developed a strong reputation for creating customer-focused strategies that build trust, loyalty, and long-term relationships.
Driven by a genuine passion for delivering exceptional customer experiences, Lori-Ann has successfully run a thriving hearcare business, demonstrating her ability to combine commercial success with outstanding service. She believes that excellent customer service is the foundation of customer retention and sustainable business growth.
Holding a BSc in Criminology and Sociology, Lori-Ann brings a unique perspective on understanding people, behaviour, and communication, enabling her to connect with customers and teams alike. At this conference, she will share practical insights and proven approaches to retaining customers, inspiring delegates to strengthen customer relationships through service excellence.
Julie Su
Global Customer Experience and Digital Strategy LeaderJulie is a global customer experience and digital strategy leader with over eight years’ experience across customer experience, eCommerce, product strategy and analytics. At Nissan, she has led customer journey and eCommerce initiatives across global markets, using customer insight, behavioural analytics and experimentation to shape strategy and improve digital experiences.
Julie is particularly passionate about connecting data with customer behaviour, turning complex insights into practical actions that improve both customer experience and business performance.
Melda Sofuoglu
Vodafone Global Senior CX & Service Excellence ManagerWith cross-sector experience spanning Telco, BPO, and Services, Melda influences senior leaders and delivers sustainable operational and customer outcomes. She holds a doctorate, bringing an academically rigorous perspective to her work, and is recognised as a distinctive voice in the UK CX community.
Anna Gradil
Depop Senior Director, Seller Growth & SupportAnna Gradil is a senior technology leader with over 16 years of experience scaling marketplace and media businesses globally. As Senior Director of Seller Growth & Support at Depop, she leads the functions that help sellers thrive and make every customer interaction feel seamless, human, and trustworthy, built on the belief that exceptional support is not a cost centre but a growth lever.
Anna has led the transformation of Depop's support operations at scale, navigating complex BPO partnerships and deploying AI-powered agent technology. Before Depop, she held senior roles at YouTube and Google across EMEA, and as COO of Yoola she cut customer churn by 16 points and grew NPS from 30 to 55 by embedding customer centricity at the heart of the organisation.
Amanda Bishop
Holiday Extras Head of Customer Service Journeys/Operational AIAs Head of Customer Service Journeys at Holiday Extras Amanda leads the Operational AI team, where frontline customer service colleagues are empowered to identify customer problems and build AI-powered solutions. By combining deep customer insight with accessible AI tools, the team has developed assistants that reduce customer effort, improve operational performance and deliver significant business value through measurable efficiency and cost savings.
With almost 20 years' experience across customer operations, transformation and leadership, Amanda is passionate about developing people, challenging conventional thinking and proving that curiosity and customer insight can be just as valuable as technical expertise. She believes the future of AI belongs to organisations that equip everyone, not just engineers, to solve customer problems in new ways.
Amanda is also a facilitator for Google's #IamRemarkable programme, helping people build confidence, recognise their achievements and advocate for themselves in the workplace.
Zack Wragg
Merlin Entertainments Senior Global Digital Commerce Product OwnerHis career spans hospitality and retail brands such as Hilton, Crabtree & Evelyn and Merlin Entertainments. He is currently working as the Senior Global Digital Commerce Product Owner at Merlin with a focus on driving using digital transformation to improve the guest experience.
Tayla Vanriel
Compare the Market CRM Operations SpecialistTayla has worked across various industries of CRM. She kicked off her CRM career in the world of grocery with Waitrose, before moving into the world of Media at BBC Studios and now manages various campaigns in the Financial Services industry with Compare the Market. She brings a wealth of strategy planning and technical experience to the table and is always open to a discussion!
Andrew Humphrey
Autotrader UK Customer Operations Director
Themba Sweet
Virgin Media O2 Head of Product: Digital CareI've led teams of Products Owners, coached dev teams while a Scrum Master, as well as coached senior management in Product delivery.
My education includes 3x Certified Scrum Product Owner, a Professional Scrum Master qualification, Leading Self Organising Teams, as well as Visualisation Techniques for Agile Teams, and most recently, Human-Centred Design.
I'm passionate about furthering my own education, and will aim to do more coaching, as well as getting more involved in the Product community in London.
Lisa Johnstone
Virgin Media O2 Director of Priority, Loyalty & RewardsLisa Johnstone is Director of Priority, Loyalty & Rewards at Virgin Media O2, where she leads Priority, the award-winning loyalty platform.
Priority has over 7 million registered members, with more than one million engaging monthly, delivering over £33m in customer value in 2025.
With 25 years’ international experience across entertainment, gaming and media, Lisa is a recognised leader in customer engagement and growth strategy, shaping how loyalty drives commercial performance and long-term competitive advantage.
Linzi Hindle
DHL Supply Chain Customer Experience DirectorKnown for combining strategic vision with authentic leadership, Linzi has built a culture where customer insight drives action, innovation, and growth. This has contributed to industry recognition including multiple UK Customer Experience Awards, most recently Gold for Best CX Strategy and Best Measurement.
A regular conference speaker and industry judge, she is passionate about creating lasting competitive advantage through customer-centric leadership and an advocate for creating cultures where customer experience becomes everyone’s responsibility.
Jen Sharp
DHL Express Vice President Customer ServiceJen Sharp is Vice President of Customer Service at DHL Express. An experienced and passionate CX leader, she brings over 20 years of expertise delivering excellence in the transportation and logistics sector, where she leads DHL’s customer service strategy and transformation agenda.
Jen is known for her focus on driving meaningful change through people. She champions courageous leadership in times of transformation-believing that in periods of rapid change, leaders must step forward before they feel ready, as standing still often presents the greater risk.
Her approach combines innovation, collaboration, and a strong commitment to building agile, adaptive cultures where people are empowered, and change is embraced as the norm.
Andrew Gale
Financial Times Head of Subscription Management & RetentionAndrew leads subscription management and retention at the Financial Times, where he is responsible for maximising customer lifetime value through customer-first subscription experiences.
His work combines AI-powered decision-making, behavioural science and customer insight to create more personalised and seamless experiences, making it easier for subscribers to realise value from their subscription and stay with the FT.
Passionate about trust, transparency and long-term customer relationships, Andrew is reshaping subscription management from an operational function into a strategic capability that builds lasting loyalty while driving sustainable commercial growth.
Carolyn Forbes
The Telegraph Head of Service InnovationMy expertise includes:
- Integrating AI technology into the contact centre and customer facing platforms, leading on design and adoption.
- Technical Integration & Change Management: Successfully implemented integrated telephony systems using Salesforce and Amazon Connect, enhancing customer interaction efficiency.
- Operational Optimisation: Led initiatives to streamline processes, resulting in improved service delivery and customer satisfaction.
- Team Leadership & Coaching: Fostered collaborative environments through coaching and development, aligning teams with strategic goals.
- Cross-Functional Collaboration: Drove change across training, quality, and service operations, ensuring cohesive execution of projects.
I am passionate about leveraging technology and data to optimise customer operations, while also working alongside the traditional methods of quality management, training and development of teams to lead change.
Teddy Tepavicharova
The Telegraph Head of Programmatic SalesTeddy is an award-winning strategist and commercial leader in marketing and advertising, currently heading the Telegraph’s Programmatic Sales, while managing a growing global client portfolio. Her work has earned widespread recognition, including accolades such as Forbes 30 Under 30, Outstanding Transformation of the Year, BIMA100 and The Future 100 Club.
Aislinn Mallon
The Guardian Head of CRM
Francesca Woodhouse
Edelman Managing Director - UK Workplace AdvisoryFrancesca is Edelman ‘s UK Workplace Advisory Lead. She has worked across the entire communications spectrum in a career spanning two decades but has developed specialisms in change communications and culture transformation work.
Passionate about supporting people in a positive way through change, Francesca has advised some of the world's largest businesses on major digital transformations, team restructures, employer brand and diversity, equity, inclusion and belonging to name but a few.
Francesca’s background is varied, which she believes helps in her work to bring people together, provide compelling workplace and employee experiences and solving complex situations for some of the world’s biggest businesses.
Francesca is a dual national and speaks French, German and Italian.
Lucy Johnson
Bupa Customer Contact Enabling Lead
Natalie Rea
Clarity Environmental Chief Executive Officer Natalie is CEO of Clarity Environmental, winner of the Engage Great Place to Work Award 2025 and Engage Best Employee Wellbeing Strategy 2025. Named in the FEBE growth 100 list 2 years in a row, an annual ranking highlighting the 100 fastest growing privately owned businesses in the UK, Clarity Environmental celebrates an enviable 99.6% customer retention, demonstrating how forward thinking and futuristic people and culture strategy,
directly transforms customer experience and financial performance.
Natalie is a Great British Entrepreneurial Award Winner, approaching her CEO role from an HR background and will share her case study,
detailing how Clarity’s unique people strategy developed a culture of “People with purpose, finding joy in the job, turning visions into victory.”
As a speaker, Natalie openly shares the core methodologies driving award-winning employee engagement of 97% of employees agreeing they would recommend Clarity as a place to work and how this engagement strategy achieved more than 58% profit growth in 2 years.
Leigh Hopwood
CCMA CEOAs CEO of the Contact Centre Management Association (CCMA) since 2020, Leigh is drawing on her 20+ years’ experience in supporting the contact centre industry, holding leadership positions in a variety of membership organisations and as a professional marketer. Her mission is to support the development of the contact centre industry, give it a voice in society and to improve its overall reputation.
Leigh has been an awards judge since 2006, industry speaker and host of CareerTalk, and she sits on the Profession and Business Services Council in the Department of Business and Trade (DBT) on behalf of the contact centre industry. She is an Honorary Fellow of the Chartered Institute of Marketing and a Chartered Marketer.
Jane Frost
Market Research Society Chief Executive OfficerJane Frost CBE holds over 150 awards for creativity and brand marketing, including a double platinum disc for the BBCs Perfect Day which also raised over £2.5m for Children in Need. She is currently the CEO of MRS (the UK regulator for market and social research and a global trainer and publisher for the sector).
Hazel McGuire
Intrepid Travel Chief Marketing OfficerAppointed Chief Marketing Officer in 2025, Hazel leads Intrepid Travel's global brand, communications, digital marketing, customer, sales and service, insights, and experiences teams, helping drive the company's growth and ambition to become one of the world's most iconic purpose-led travel brands.
With more than 20 years' experience across travel, transport and tourism, Hazel has held senior marketing, commercial and general management roles. Since joining Intrepid in 2022, she has helped accelerate growth, leading the UK business through record sales performance and strengthening the connection between customer insight, marketing and product strategy globally.
A passionate advocate for responsible tourism and ethical marketing, Hazel serves on the Board of Travel by B Corp and believes businesses have a responsibility to create positive outcomes for travellers, communities and destinations.
Fun Facts
Hazel is a football mum, runner and passionate foodie who loves cooking, eating and tracking down great restaurants. If you're dining out with Hazel, leave the ordering to her.
Her favourite trip is Sri Lanka Family Holiday, her first Intrepid adventure as a family, where home-cooked meals, countryside bike rides and elephant safaris kept everyone entertained.
Hady Kalaf
Bel Chief Capability OfficerDr. Hady Khalaf has built a career around one idea: challenging the status quo and turning transformation into a business routine, not a one-off project, for leaders and companies who want to stand out in a world of constant flux.
He brings international experience in capability development and large-scale transformation, having led projects that reinvented customer relationships, drove category growth, upskilled teams, built leadership and organisational readiness, and used technology to accelerate growth and innovation across customer contexts ranging from the most fragmented to the most consolidated.
Hady believes in continuous education, and has led a career enabled by learning that came at the right moment rather than ahead of it. A doctorate in business, focused on strategic alliances and trust-based partnerships in B2B models, came while he was leading go-to-market transformation. An advanced diploma in leadership coaching from Cambridge followed once he recognised transformation is a leadership and culture shift as much as a technology one. Now, as AI reshapes the world of work, he’s completing a postgraduate diploma in AI for Business at Oxford’s Saïd Business School equipping him to help leaders define the future of work and lead AI transformation with the same conviction: where value creation centers around the customer, human relationships make the difference, and AI brings the augmentation.
Working with Hady means a partner who turns transformation from a project into a capability , pairing commercial acumen with creativity and a provocative, human-centric edge to build the leadership, culture and AI readiness that grow the business and the people behind it.
Drew Harvey
Price Forbes Chief Client OfficerAs Chief Client Officer at Price Forbes, Drew Harvey is responsible for championing a client-centric culture across the business. He works closely with colleagues, partners and clients around the world to drive growth, strengthen relationships and turn strategy into action. Passionate about collaboration and innovation, Drew enjoys connecting people, championing new ideas and creating long-term value for clients.
Nicole Sharp
Sovereign Network Group Chief Customer OfficerNicole is SNG's Chief Customer Officer and she leads all customer facing services including safeguarding, and on compliance with consumer regulation.
Prior to her appointment at SNG Nicole was Chief Customer Officer at Sovereign which she joined in 1998 and has led a range of operational and customer-service teams and major projects across property, housing and landlord services.
She brings extensive experience of the social housing sector and a passion for developing a forward-thinking customer/resident-centric culture.
Nick Lee
VodafoneThree Head of Digital CX, Identity and PaymentsAs a senior leader at VodafoneThree Nick has a proven history of delivering transformative, award winning, engaging digital experiences across sales, service and marketing. Whilst focused on measured outcomes Nick is passionate about putting the customer at the heart of decisionmaking, driving transformation, building insight led autonomous teams and adopting the right working practices that deliver value to customers and the business.
Rebecca Trebble
Gridserve Chief Customer OfficerRebecca Trebble is Chief Customer Officer at GRIDSERVE, where she leads customer experience, commercial performance, pricing, brand, and operational excellence across one of the UK's largest electric vehicle charging networks. Rebecca is passionate about making EV charging faster, simpler, and more reliable for drivers, helping accelerate the transition to sustainable transport. With extensive experience in customer, commercial, and operational leadership, she focuses on turning customer insight into business growth and delivering exceptional experiences at scale.
Ian Gibbs
Data & Marketing Association Insight and Planning Director
Jamie Thorpe
Ipsos Chief Experience Officer
Laura Godfrey
Ipsos Head of Client Service Team, CX
Matthew Chatterton
Ipsos in the UK Director, CXMatthew is a director within Ipsos’s Customer Experience service line. He has specialised in CX research for over 15 years, and market research for more than 25 years. He has been the research director on four waves of our flagship programme of CX consumer research, the UK CX Report, carried out in partnership with Engage Business Media. In his day job, he is a specialist in B2B clients and audiences, working for clients across many industries.
Emma Kirk
The Institute of Promotional Marketing (IPM) General ManagerEmma Kirk is General Manager of the Institute of Promotional Marketing, bringing together career experience across sport, retail, experiential marketing and fast-growth businesses. Formerly Head of Marketing at Sheffield United Football Club, she has also led marketing for student property brand UniHomes and delivered experiential campaigns for Morrisons. Throughout her career, Emma has worked with household names including Nike, IKEA and the BBC, giving her a valuable perspective on how brands earn attention, inspire participation and build lasting customer relationships.
Professor Moira Clark
Henley Business School Professor of Strategic MarketingProfessor Moira Clark is an expert in strategic marketing and customer management. She is Professor of Strategic Marketing at Henley Business School and Founder and Director of The Henley Centre for Customer Management. Her work bridges academic research with real-world business applications, focusing on customer-centric strategies and service excellence.
Professor Clark is renowned for her expertise in Strategic Customer Management, with her research and consulting focusing on areas such as Customer Centricity, Customer AI, Customer Engagement, Key Account Management, Customer Experience, Customer Journey Mapping and Service Excellence. She has worked extensively in the area of best practice customer experience, its impact on retention and loyalty, and the critical linkages between employee behaviour and customer retention and business performance. Her scholarly work has been widely published in top ranked journals, including the Academy of Marketing Science, Journal of Retailing, Journal of Business Research, Psychology and Marketing and International Journal of Management Reviews.
With extensive consultancy experience, Professor Clark has advised leading international companies and serves on several advisory boards. She is a sought-after speaker at numerous global seminars and conferences, sharing her insights on customer-centric strategies and service excellence. She is also a commentator on current marketing and Customer Management issues for national press, radio, and TV.
In addition to her academic and consultancy work, she is the Chair of the Judges for the prestigious European Contact Centre and Customer Service Awards.
John Porteous FCSI CFP FPFS IMC
Raymond James Wealth Management Managing Director, Central Financial Services & Chief Client OfficerJohn Porteous FCSI CFP FPFS IMC
Managing Director, Central Financial Services & Chief Client Officer, Raymond James Wealth Management.
John Porteous has over 30 years’ experience in Wealth Management, having held senior executive roles across Financial Planning, Investment Management, Proposition and Digital. He joined Charles Stanley in 2019 as Head of Distribution and now serves as Managing Director of Central Financial Services and Chief Client Officer at Raymond James Wealth Management.
A regular speaker at key industry events, John has also held several influential positions within professional bodies, including Chairman of the Society of Financial Advisers, Director of the Institute of Financial Planning, and Council Member/Director of APFA.
As part of his current role, John has executive responsibility for oversight of Consumer Duty strategy at Raymond James Wealth Management.
Nick King
AutoTrader Insights DirectorA consumer psychologist and expert in digital media and marketing, possessing the experience to analyse and interpret trends in consumer adoption of technology and develop strategies for customer acquisition and retention through digital and offline channels.
Nick joined Auto Trader in January 2007 running Business Intelligence and in 2010 built the retailer insight team running master classes and webinars. He also makes short films to evangelise about data and Insight and speaks regularly at conferences in Europe, Canada and North America.
Nick is also a visiting lecturer in consumer psychology at Anglia Ruskin University, Cambridge.
After graduating from Loughborough in 1986 , Nick spent years in advertising and planning at Dorlands and Lintas, was a guitarist with Great Northern Electrics, a publisher on HiFi magazines at Petersen/EMAP and a research Director at Media agency Carat/Difiniti responsible for a team of researchers advising a range of Blue-chip clients on the development of their marketing and communications strategies in the Digital arena.
Dr Nicola Millard
BT Principal Innovation PartnerOnce described as “human caffeine” on social media, Dr Nicola Millard injects a people-centred expresso shot to innovation and future strategy. In her long and varied career Nicola has done many jobs, including futurology, research, usability, customer service, marketing, and business consulting. She was
involved with some innovation firsts, including the first application of artificial intelligence into BT’s call centres, BT’s experiments with home working, and helping to develop BT’s “net easy” customer score.
Nicola got her PhD on motivation & technology acceptance from Lancaster University
in 2005, has authored over 50 publications – including 1 book and numerous book chapters – and is a mentor on Cambridge Judge Business School’s Masters programme on innovation & entrepreneurship. She is a judge on a number of award panels including the European Contact Centre & Customer Service awards.
Nicola is an award-winning presenter, with 2 TEDx talks and hundreds of conference panel, chair, and keynote sessions under her belt. She occasionally pops up on radio and TV around the world, including appearances on ‘Woman’s Hour’, ‘Tech Tent’, ‘The Media Show’, ‘The Genius of Invention’ and ‘Back in Time for the Weekend’ for the BBC.
Aswin Peter
Brtish Gas Senior Product Lead - CX and Product StrategyAswin Peter is a senior Customer Experience and Product leader in the Energy and Utilities sector, specialising in customer-led transformation, digital products and the practical application of AI. He has led the development of large-scale customer propositions and digital experiences across complex, highly regulated environments, with experience spanning AI-enabled customer service, payments, personalisation, smart energy and product strategy. His focus is on turning technology and customer insight into simpler experiences, stronger engagement and measurable business outcomes.
Laura Canellas
Sky Director of CSG StrategyA skilled general manager, chief of staff, and COO, I bring a wealth of financial acumen, HR experience, and strategic insight to every role. My unique blend of deep technical knowledge in IT and telecommunications, coupled with extensive experience in IT strategy, operations strategy, and consulting, allows me to drive significant change and deliver impactful results.
The constant thread in my career is a passion for transformation. I excel in improving and optimizing teams and solutions, whether leading from the customer front lines or driving internal change. My ability to seamlessly pivot between external and internal roles enables me to tackle diverse challenges and consistently deliver strategic success.
Ben Truppin
Ford Credit Europe Group Product ManagerWith experience across Ford Credit Europe, Lloyds Banking Group and Barclays – amongst others – I’ve typically sat at the intersection of product, transformation and technology teams and am consistently asked to walk into complex environments to generate straightforward experiences that customers can complete themselves.
Turning ambiguity into structure is a common thread, as is navigating the early part of making change happen. You might recognise this, it’s when organisations know they need to do things differently but are yet to settle on exactly what that might look like in practice.
With autonomy to get close to customers, understand their problems, and then to work with people who care about improving these experiences is where I do my best work.
Adam Mills
The Wine Society Head of Insight, Loyalty & StrategyWith over a decade of experience in digital, data, marketing, and insight, Adam has worked with businesses of all sizes to create long-lasting impact and build customer trust, confidence and belonging — from fast-growing start-ups and scale-ups through to some of the world's biggest brands, such as BT and Tesco. A strong and vocal advocate for loyalty, retention, and creating meaningful experiences, he's always on the lookout for opportunities to drive connection and lasting value for both the business and the consumer. Now leading insight, loyalty, and strategy at The Wine Society, one of the UK’s largest membership organisations, he remains as passionate as ever about ensuring customers are at the heart of every decision.
Kieran Holdcroft
ManyPets Operations Director
Jordan Hornby-Turner
Outsource and Workforce Optimisation Manager Outsource and Workforce Optimisation ManagerJordan Hornby-Turner is the Workforce Optimisation & Outsource Manager at Nespresso UK&I, with over a decade of experience across customer experience, workforce planning, operational leadership and business transformation. Having progressed from frontline customer service roles to leading workforce strategy and outsourcing partnerships, she brings a unique perspective on balancing efficiency, cost, employee engagement and customer outcomes. Jordan has led major operational improvement initiatives, technology implementations and contact centre transformation, while remaining passionate about developing people and creating high-performing teams.
David Walker
OVO Head of CRMDavid Walker is Head of CRM at OVO Energy, where he leads customer relationship and lifecycle marketing across a multi-million consumer base.
He has spent his career building CRM as a commercial function rather than a communications one — designing lifecycle programmes that measurably shift retention, cost-to-serve and customer value, and holding them to a commercial number rather than an engagement metric.
His recent work has focused on embedding AI into lifecycle marketing operations, cutting time to market whilst increasing the volume and precision of customer contact.
Alongside energy, David has held senior CRM and growth roles in media B2C subscription businesses.
Sanj Badhan
Starling Head of Customer EngagementAreas of impact: strategic development & planning | customer marketing & communications (CRM/loyalty) | growth marketing | proposition development | commercial management | marketing automation | data & segmentation.
Tammy Martin
Natwest Head of Connected Customer Experience, RetailProven track record of leading global business, growth strategies, developing international banking propositions, and driving commercial transformation initiatives that delivered sustainable revenue growth, increased customer acquisition, and enhanced market positioning.
Specialised in international customer acquisition, commercial growth strategy, strategic partnerships, digital acquisition optimisation, and stakeholder leadership within complex global banking environments.
Pamella Barotti
AVEVA Global Director of Customer Advocacy and ReferencesPamella Barotti is a global marketing professional with 20+ years of experience in marketing, customer advocacy, engagement, storytelling, and brand. Based in London, she has worked for both scale-ups and global organisations, including Microsoft, Amazon Web Services (AWS), Mastercard, Oracle, and AVEVA. She is currently Global Director, Customer Advocacy and References at AVEVA, part of Schneider Electric. Beyond her corporate career, Pamella is a marketing mentor, keynote speaker, former Board Member of the Chartered Institute of Marketing, and guest lecturer at Birkbeck, University of London.
Rosie Franca
NatWest Commercial and Institutional Head of Customer Experience, Midlands & East of EnglandRosie leads customer experience for Commercial Mid-Market, driving growth, simplification and collaboration.
Since joining NatWest Group in 2015,Rosie has held a range of roles across Business Banking, Entrepreneurship, Affluent Banking, and Corporate and Commercial Banking.
Before joining NatWest, Rosie spent 10 years in Australia, where she led teams across Retail, Small Business Banking, Commercial Banking, Real Estate Finance, Charities, and Not-for-Profit sectors.
Rosie holds an MBA from the University of York and a BSc (Hons) in Nutrition from the Federal University of the State of Rio de Janeiro, Brazil. She has also completed further qualifications in Executive Leadership and Fintech at Saïd Business School, University of Oxford, and Climate Change at the University of Edinburgh.
Rosie is a Fellow of Leadership Western Australia.
Ricardo Toral
HSBC Expat Head of International Customer AcquisitionCommercial banking executive with 21+ years of international experience leading customer acquisition, offshore banking growth, and cross-border banking strategies across the UK, USA, Mexico, Argentina, and global markets.
Proven track record of leading global business, growth strategies, developing international banking propositions, and driving commercial transformation initiatives that delivered sustainable revenue growth, increased customer acquisition, and enhanced market positioning.
Specialised in international customer acquisition, commercial growth strategy, strategic partnerships, digital acquisition optimisation, and stakeholder leadership within complex global banking environments.
Abhineet Kesarwani
Customer & Base Marketing Lead Regional DirectorAbhineet Kesarwani is a global Product, Marketing and Customer Experience leader with 15+ years of experience driving growth and digital transformation across Telecom, MarTech, Fintech and SaaS businesses. His career spans the UK, Europe, Middle East, Africa and Asia, with leadership across AI driven marketing, CRM, customer lifecycle management, product strategy and commercial growth.
He specialises in using data, AI, automation and SaaS platforms to transform how organisations engage customers, personalise experiences and drive long term value. His experience includes leading transformation across technologies including Salesforce, Pega, Braze, HCL Unica and Adobe, combining predictive analytics, next best action decisioning and marketing automation to modernise customer journeys at scale.
At Sky, Abhineet leads Customer Marketing across the B2B portfolio, driving lifecycle growth, personalisation and AI and data led customer engagement across Mobile, Broadband and TV. Previously, he held senior leadership roles with Lyca Mobile, du, StarHub and Flytxt, working across both enterprise technology providers and major telecom operators.
He is a Chartered Marketer, MCIM, and regularly contributes as a speaker on CRM, AI driven customer engagement, MarTech and digital transformation.
Stefan Witteman
HSBC Private Bank Client Experience LeadStefan Witteman helps financial institutions turn customer insight into measurable business outcomes. He is a customer experience and customer intelligence leader working across private banking, financial services and digitally led organisations.
At HSBC Private Bank, he contributes to client experience strategy across six international markets, leading Voice of the Customer initiatives and redesigning advisory, payments and onboarding journeys that contributed to a nine-point improvement in relationship NPS.
Throughout his career, Stefan has led customer experience, CRM and transformation programmes spanning more than 20 international markets. Earlier in his career, he helped establish an organisation’s first customer experience function and enterprise-wide Voice of the Customer programme, delivering a four-point improvement in NPS and a 20% increase in active users. His experience includes leadership roles across HSBC, Barclays, ABN AMRO, Kindred Group and Entain.
Stefan is particularly interested in customer intelligence, behavioural science and responsible AI, and how they can help organisations create more relevant, human experiences. He serves as a judge for the UK Customer Experience Awards and holds a Master’s degree in Marketing together with CCXP, CXAD and Lean Six Sigma Green Belt certifications.
Therese Kozicki
Ticket Tailor Head of Customer SuccessTherese is Head of Customer Success at Ticket Tailor, a ticketing platform trusted by 73,000 Event Creators across 120 countries.
She built the Customer Success department from scratch, and now looks after their portfolio of high-value client accounts. Her focus has always been on the relationship behind the numbers, not just the data, but understanding what actually keeps a client loyal as their needs change and the business grows around them.
She connects what clients need with what Ticket Tailor actually builds, working closely with teams across the business to make sure that feedback shapes real decisions.
Shanti Kaur Gray
HSBC Conversational DesignerMy career started on the frontline in customer service and moved through social media before landing in conversation design. That mix gives me a grounded view of what customers actually do in the moments that matter: what they ask, what confuses them, and what builds confidence and trust.
I’m passionate about responsible AI in customer service - using automation where it genuinely reduces friction, designing with clear boundaries and quality controls, and always keeping the human experience (for customers and colleagues) at the centre.
Ange Johnson De Wet
Barclays Business Banking UK Customer Journey Delivery Director for Lending TechnologyPrior to working at Barclays, Ange was a London based head of engineering at NatWest, a head of function at Lloyds Banking Group and a Programme Director at Deutsche Bank.
Within banking she’s worked in Business and Commercial Banking, Cloud Enabled Business Transformation, Operational Technology and Cloud Risk, Data and Analytics and Capital Markets Finance Risk and Regulatory Reporting.
Before working in banking, Ange worked in consulting as a senior manager with EY and a consultant with IBM. She worked across AsiaPacific and EMEA and focused on business and commercial banking and financial services. Ange worked as a developer, tester, designer, business analyst, programme analyst, project manager and programme manager. She has led business and technology strategies, programme reviews and complex technology enabled business transformations.
Ange has an honours degree in Mechanical Engineering (Mechatronics / Robotics) and Computer Science from the University of Melbourne, Australia.
Matthew Harwood
Natwest Head of Customer CommunicationsMatthew Harwood leads the Marketing Technology at NatWest Group. He is responsible for the strategy and evolution of marketing technology and AI-enabled content capabilities, with a particular focus on how agentic AI can transform customer engagement and business outcomes.
Sarah Reeder
Sky Senior Manager, Service StrategySarah Reeder is a Senior Manager of Service Strategy at Sky, passionate about innovation, service improvement and developing people. She combines strategic thinking, curiosity and creativity to improve experiences for customers, colleagues and businesses.
Alongside her role, Sarah created and leads a mentoring programme within Global Reliability, helping colleagues build confidence and develop their careers. A TechWomen100 winner and regular industry speaker, she is committed to creating positive change through technology, inclusive leadership, collaboration and empowering others.
Nicole Fletcher-Hunt
NatWest Boxed Head of Operational ReadinessNicole Fletcher-Hunt has a proven track record of leading high-performing teams and delivering significant improvements to customer satisfaction. As Head of Operational Readiness at NatWest Boxed, she focuses on scaling operations to ensure embedded finance solutions drive measurable, long-term client value. Known for her relentless focus on the end-user journey, Nicole shares actionable insights on how operational excellence and personalised engagement strategies build retention and maximise customer lifetime value.
Emma Greenwood
Lloyds Banking Group Head of Personal Banking Strategy & Conversational BankingEmma leads strategy and delivery across both digital and advisor-assisted servicing within Personal Banking, with a particular focus on conversational banking, AI enabled engagement and proactive service models. She has extensive experience designing and running large scale customer contact and servicing environments, and in translating data and AI capability into tangible improvements in customer experience, operational efficiency and trust.
Her work centres on moving beyond traditional “wait and respond” service models towards more pre emptive, insight led engagement — identifying friction and risk early, orchestrating journeys across channels, and delivering timely support that feels relevant rather than intrusive.
Emma has played a key role in some of Lloyds Banking Group’s most complex transformation programmes and is passionate about using technology to simplify banking, strengthen customer relationships and support colleagues to deliver better outcomes at scale.
Sarah Mitton
Sovereign Network Group Head of Customer EngagementSarah Mitton is Head of Customer Engagement at Sovereign Network Group (SNG), where she leads strategic approaches to customer influence, engagement, insight and scrutiny across one of the UK's largest housing associations. Sarah is responsible for ensuring that customer voices directly shape services, policies and business decisions across the organisation.
With more than 20 years' experience spanning housing, social enterprise, youth development and community innovation, Sarah has built a career focused on giving people a stronger voice in the decisions that affect their lives. She has led nationally recognised programmes and developed innovative approaches to engagement that connect residents, communities and organisations.
Sarah is passionate about tackling social isolation, strengthening communities and creating opportunities for people whose voices are often underrepresented. She has led pioneering projects including digital engagement platforms, AI-supported community initiatives, customer-led scrutiny programmes, youth voice projects, Public Living Rooms, and sector-wide collaborations exploring the impact of customer engagement.
Oliver Parsons
Lloyds Banking Group Head of Ecosystems, Customer PropositionsOliver Parsons is Head of Ecosystems at Lloyds Banking Group, where he leads the development of customer-focused digital propositions across areas including travel, mobility and health. He specialises in combining customer insight, experience design and commercial strategy to create innovative services that help customers manage more of their everyday lives through trusted banking relationships.
Passionate about customer-centric innovation, Oliver works across the Group to develop ecosystem strategies that enhance customer engagement, improve customer experiences and deliver long-term value. He regularly shares insights on ecosystem strategy, proposition innovation and the opportunities created by changing customer needs and behaviours.
Nagendra Pandey
Nationwide Building Society Head of Customer Communications
Michelle Monck
Redwood Bank Director of MarketingMichelle Monck is Director of Marketing at Redwood Bank, a specialist business bank launched eight years ago to challenge mainstream lenders and better serve the UK’s underserved SME market. Based in Letchworth and Warrington, Redwood combines relationship banking with modern technology and achieved profitability within three years, one of the fastest results for a start up bank.
Michelle leads marketing strategy and manages relationships across the existing lending customer portfolio, with a focus on driving growth and increasing lifetime value through targeted marketing and brand building on a budget.
Eleni Kotzampasaki
Sky Head of Service Analytics
Liz Arthur
Sky Service Performance Manager
Emma Perkins
Experian Head of CX Strategy EMEA & APAC
Adam Powers
Experian Director of Experience and EnablementAdam Powers is a customer experience and design leader with over 25 years’ experience shaping digital products, services and organisations. He has built multidisciplinary teams, transformed customer experiences and championed human-centred design for some of the world’s leading brands and businesses.
Jessica Ham
National Grid Head of Customer ExperienceJessica Ham is an experienced Customer Contact leader, with experience leading digital change within a Customer Service environment as well as managing large operational teams through transformation. In 2023, she was awarded Highly Commended by the CCMA and also received the Gold Award from UKCCF for Head of Contact Centre. She has been a judge for the CCMA for both the UK and European Awards for the past 3 years and in 2026 was recognised as one of the Top 50 CX leaders to follow in 2026.
Joe Fraser
NHS Head of Healthcare Inequalities, Prevention & PersonalisationJoe was diagnosed with Type 1 Diabetes in 1999, and this experience has shaped his career ever since. First working with a social entrepreneur, and then eventually in the NHS. As part of the National NHS England team, Joe worked on Personalised Care Demonstrators in the North and Midlands, before taking up a post in London on Digital and Personalised Care. During Covid Joe took up the Head of Personalised Care role for London, successfully delivering the programme's Long Term Plan goals in the capital. Since 2022, he expanded his portfolio to manage the governance of Healthcare Inequalities and NHS Prevention programmes in London, bringing a holistic view to the strategic challenge of preventative healthcare.
Laurent Lemberger
Nuvei Head of Customer ExperienceAmbitious, inspiring, analytical and curious, I specialise in designing and embedding smarter, faster, more effective ways of working across complex organisations. The result – happier returning customers, motivated teams and bottom line improved performance.
Abdul Khaled
E.ON Next Director of TransformationAbdul Khaled is an award-winning digital transformation, AI and customer experience leader with 15+ years of experience driving growth, innovation and large-scale business change. He currently leads Digital Transformation at E.ON, where he is spearheading a major digital transformation and introduction of a AI native operating model. Abdul also delivers AI leadership sessions at London School of Economics and Political Science. He has been recognised as one of Europe’s leading customer experience professionals, including being named in the Top 50 CX Leaders, Top 35 CX Professionals in Europe and the Inspire 100 UK list. As a speaker and industry commentator, Abdul is passionate about helping organisations harness technology, AI and customer-centricity to create sustainable competitive advantage.
Mo Nuur
E.ON Next Head of Customer Product
Jo Hetherington
Higher Ed Partners Director of TransformationJoanna Hetherington is the Director of Transformation at Higher Ed Partners (HEP), the UK's leading university partnership organisation, supporting more than 170 postgraduate degree programmes that help transform lives and create new career opportunities through education.
With over 20 years of experience leading transformation across customer operations, technology, and service delivery in multiple industry verticals , Joanna specialises in driving large-scale business change that enables sustainable growth, operational excellence, and exceptional customer experiences. Her expertise spans digital transformation, CRM and systems integration, contact centre optimisation, customer engagement, and technology-enabled operating models across both UK and global organisations.
In the rapidly evolving education technology landscape, Joanna is focused on helping organisations balance growth, student expectations, and operational efficiency through data-driven transformation. She has a proven track record of delivering customer-centric strategies that modernise service delivery, improve experiences, and unlock organisational value through intelligent automation and digital innovation.
Passionate about the role technology plays in widening access to education, Joanna champions human-centred transformation approaches to create lasting impact for students, partners, and stakeholders while delivering measurable business outcomes.
Hazem EL Taha
HSBC Senior Vice President, Group Marketing TechnologyCurrently leading global MarTech strategy at HSBC, enabling 20+ markets through enterprise-wide programs that elevate customer experience and unlock measurable value. My work spans first-party data frameworks, advanced tracking and taxonomy systems, Gen AI–driven content automation, and CDP adoption to power precision targeting and omni-channel engagement.
A strong cross-functional collaborator with CRM, Sales, and Data teams, I focus on improving customer acquisition efficiency and lifecycle personalisation through technology and insight. Recognised industry speaker and thought leader on personalisation, data ethics, and customer trust, with regular appearances at global, EMEA, and GCC conferences.
Naomi Sweeting
Places for People Director of Customer Research & Insight
Abs Owdud
Pharmacy2U Ltd Head of Customer InsightI’m known for:
• Building insight teams from scratch (the fun, slightly chaotic kind of scratch)
• Turning “we’ve got dashboards” into “we actually understand what we’re doing now”
• Creating KPI frameworks that don’t require a translator, decoder ring or séance
• Reducing burnout by building calmer, more humane ways of working
• Carrying far too much workload with a smile until someone tells me to stop
• Using humour to deliver hard truths without anyone crying (including me)
Laura Esquius
Nespresso Global Loyalty Manager
Simone Woodrow
HM Revenue & Customs Head of Equalities and Extra Support for Customers and Customer Experience Strategic Lead
Charles Riley
Checkatrade CX AI Operations LeadPrior to Checkatrade, Charles has worked across a range of companies, from Beauty Pie to Octopus Electric Vehicles and Deliveroo where he has been focused on the customer journey and providing a better experience for both customers and internal teams.
Wil Harris
SpaMedica Chief Transformation & Technology OfficerWil brings with him extensive experience in leading technology, transformation and continuous improvement across complex organisations.
As Chief Transformation Officer, Wil is responsible for driving SpaMedica’s transformation agenda, ensuring our systems, processes and ways of working support safe, efficient and high-quality care for our patients.
Furthermore, Wil leads our technology and information governance approach, focusing on making systems easier to use, introducing practical new tools, protecting information, and enabling colleagues to work more effectively together. Through connecting people, processes and technology, Wil plays a key role in preparing SpaMedica for the future while supporting colleagues to deliver their best work every day.
Claire Walsh
HM Revenue & Customs Customer Experience DirectorClaire works to ensure HMRC delivers its customer and channel strategies, improving customer experience at every touchpoint. This will include driving forward important initiatives across the enterprise and embodying the HMRC Charter, such as:
• Improving customer guidance via customer data and insight as well as holistic views of the customer’s end-to-end journey.
• Helping to ensure our customers are better informed about their tax and customs responsibilities so that they comply with their obligations at the right time.
• Becoming digital 1st including coaching our customers to use our new digital services, such as the HMRC app.
Claire first joined the Civil Service as a fast streamer in 1996 and has spent most of her career within HMRC, and its predecessor, Inland Revenue. Over that time, she has held numerous policy positions and spent four years working on designs and industry readiness for EU Exit.
Janette Pincott
Thames Water Head of Change & Contact Centre SupportJanette Pincott is the Head of Change & Contact Centre Support within Thames Water's Customer Experience Transformation function. She leads the Change Management, Business Readiness, Knowledge Management and Quality Assurance teams, helping to ensure that transformation initiatives are successfully delivered, adopted and embedded across the Retail business. In this senior leadership role, Janette is responsible for driving strategic change, operational excellence and customer-focused improvements, ensuring colleagues have the knowledge, tools and support they need to deliver outstanding customer experiences. With a strong focus on continuous improvement, governance and people-led change, she works across the organisation to translate complex transformation programmes into meaningful outcomes for customers, frontline teams and the business.
Jo Foxall
Transport for Wales Customer Experience DirectorJo Foxall is Customer Experience Director at Transport for Wales, leading customer experience strategy, transformation, customer insight and customer contact services. With a career spanning customer experience, marketing, and communications, Jo progressed from Marketing Assistant to Managing Director of PTI Cymru (Traveline Cymru) before joining Transport for Wales in 2022. An award winning leader and passionate advocate for customer centred cultures, she champions the use of customer insight, innovation, and inclusive leadership to improve services and outcomes for customers across Wales.
Bernie McEvilly
Co-operative Bank and Coventry Building Society Group Head of Conduct and ComplianceShe is passionate about helping organisations see their decisions through their customers’ eyes – understanding how the same product, process or problem can affect people differently.
Bernie uses everyday stories to make complex subjects easier to understand. She encourages people to ask better questions and understand what sits behind the data to turn that insight into meaningful action.
Meera Nayyar
UK Civil Service Head of InsightsI work across government, private and third sector to enable the publication of open data and help clients tell a great story, internally and externally, using data.
This starts with the strategy/policy/manifestos and having a clear vision, missions and aims. It continues with reporting/tracking and data driven communications.
The combination of multiple data sources paired with qualitative insights is probably one of the most effective evaluation and story telling tools we have in a communications toolkit.
Campaigns covered include Armed Forces Continuous Attitude Survey, Check Challenge Appeal, Find My Business Rates and Transport Open Data.
Neil Campion
Scottish Football Association Head of Business Improvement
Bogdan Grigorescu
Direct Line Group Sr Technical LeadBogdan has a track record for achieving superior customer experiences and delivering significant cost efficiencies by leveraging AI technologies worldwide.
Bogdan is also a speaker at global conferences on AI, data privacy, counter-intelligence and security.
Background in electronics and telecommunication engineering. https://www.linkedin.com/in/bogdan-g/
Fleur van der Ende
Allianz UK Head of Propositions & Customer Experience
Gabriel Ross
Homeprotect Home Insurance Head of Customer StrategyGabriel Ross is Head of Customer Strategy at Homeprotect Home Insurance, where he has been driving customer-focused initiatives since September 2020. With expertise in scaling deal flow and commercial strategy, he specialises in customer acquisition, PR, content creation, and brand development. His career spans multiple high-growth ventures, including roles as Growth Lead at Muse App and Co-Founder of Nettle. Prior to his current position, Gabriel held strategic marketing and commercial roles at Growth Street, where he developed scalable customer acquisition strategies and led commercial operations. He began his career with experience at J.P. Morgan and holds a Bachelor's Degree in Economics from the University of St Andrews.
Erdo Dwiputra Rakasiwi
Philip Morris International Head of Global CRM Product GroupI have close to 2 decades of experience turning consumer data into revenue across seven countries. Started in Tech, now in Marketing. I identify as half technologist, half marketer.
Today I lead CRM group at a global consumer goods company, where our AI decisioning engine doubled consumer conversion. I enjoy discussing the future of CRM: one consumer at a time.
Viviane Gabriel
Philip Morris International Director Consumer Experience
Harry Blamire
The Royal College of Surgeons of England Director of Customer ExperiencePart strategist, part operator, and full-time champion of people-centred design, Harry is known for bringing energy, clarity, and a healthy dose of pragmatism to complex challenges.
His guiding philosophy? Be curious, be kind, get things done.
Helen Luty
Landmark Information Group Head of Customer ExperienceHelen has over 20 years of Customer Service Leadership experience across a variety of B2B and B2C businesses. As Head of Customer Experience for Landmark Information Group, Helen covers service, support and success across a variety of Landmark brands, building and improving processes to ensure Landmark are easy to do business with, that focus on positive outcomes, that seek and learn from feedback and that look to the ever-evolving needs of customers.
Helen’s passion for making a difference, cascades throughout the CX Teams and has resulted in high engagement scores and as we all know…engaged and happy teams mean engaged and happy customers.
Helen has been named in the CXM Stars Top 25 Professionals 2024 and 2025, Was awarded CX Professional of the Year at the UKCXA23, Customer Service Professional at the UK Customer Satisfaction Awards 2023 and her team won Best B2B Customer Experience at UKCXA24 and Best Use of Customer Insight at the Engage Awards 2024.
Prashant Parekh
Movianto UK Head of Customer Care
Rachael Carliss
Wio Bank Customer Care HeadI am a multi-Award winning, versatile, customer obsessed, enthusiastic and proactive leader of people possessing a wealth of commercial skills and knowledge acquired across a range of demanding roles. I have delivered many customer experience and business process improvements covering many sectors and 5-star brands, including Fintech, eCommerce, Telecoms, Health & Lifestyle, Cargo and Logistics and the Travel industry (Qatar Airways, Virgin Trains, Expedia, Intel, WeightWatchers, T-Mobile/Orange, Careem, Exinity, Wio Bank).
Bonnie Muzam
Flogas Britain Head of Customer ExperienceBonnie currently leads Flogas Britain’s customer experience strategy and transformation programme, focused on simplifying customer journeys, reducing effort, improving service performance and embedding a culture where everyone takes ownership for delivering great customer experiences. Her work spans customer insight, service transformation, employee engagement and organisational culture, helping teams turn customer feedback into meaningful action.
A recognised CX leader, Bonnie is passionate about building customer-focused organisations that deliver lasting value for customers, colleagues and businesses alike.
Doug Spencer
Anglian Water Services Smart Metering LeadDoug is Smart Metering Lead for Anglian Water where he has worked for over 35 years, primarily on water distribution; quality, leakage and water use monitoring and analysis. Over the last 9 years he has led the programme to take Anglian from proof of concept to company-wide rollout of AMI. He is co-programme lead on UKWIR BQ02 zero leakage and chairs the Croydon group and OFWAT’s ‘use the data group’, he is also a former member and chair of the CIWEM Scientific Group Committee.
Chloe Hathaway
TradeKart Head of Merchants
Natalie Fuller
Zempler Bank Head of Customer ExperienceNatalie has spent the last 8 years at Zempler Bank, playing a key role in its journey from fintech challenger to established digital bank, with a clear focus on supporting UK small businesses.
Her work spans improving everyday journeys, reducing avoidable friction and helping teams deliver better outcomes for customers – while balancing commercial goals and regulatory expectations.
She’s particularly passionate about making CX transformation real and sustainable, sharing honest lessons on what works (and what doesn’t) when driving change across people, process and technology.
Sabina Onwuka
London Borough of Barking and Dagenham Head of Customer ServicesSabina Onwuka is a multi‑award‑winning customer experience consultant, strategist, international keynote speaker, and industry judge, with 25 years of hands‑on leadership across financial services and the public sector.
Recognised among the Top 50 Women Shaping the Future of Customer Experience in 2024, a finalist for Women in CX Leader of the Year 2025, recognised amongst top 50 incredible people shaping CX in 2025 and recently recognised amongst top 50 CX leaders 2026 to follow, Sabina has built a reputation as a catalyst for transformative, people‑centric service delivery.
A passionate coach and mentor, Sabina brings creativity, operational rigor, and a genuine desire to exceed expectations. As the role of the manager is changing, Sabina recently launched The Future Ready Manager Masterclass series to help empower operational leaders to use AI effectively while strengthening empathy, ethics, and leadership. And has written an eBook titled “Coaching Mid-level Managers in an AI-Augment World”. Her ethos bridges technology and compassion, making her a standout voice in ethics‑driven CX.
Currently serving as Head Customer Services for the Barking and Dagenham Council, Sabina has led major operational transformations. Her major achievement involved implementing an inclusive speech analytics and AI platform. This innovation dramatically improved support for vulnerable residents, enabling the council to proactively identify individuals in need, respond with empathy and urgency, and enhance overall accessibility. This innovation won bronze at the esteemed European Contact Centre & Customer Services award in 2025 and Gold at the Smarter Working Live Awards in 2024. Sabina’s leadership is defined by combining digital innovation with deep human insight.
She successfully transitioned her service teams from traditional office‑based setups to fully remote, cloud‑enabled operations, while embedding psychological safety, fostering motivation, and empowering employees to elevate customer interactions.
Dan O'Sullivan
London Borough of Hackney Transforming Customer Experience. Empowering Communities. Delivering Public Value.Dan's work has received consistent national recognition for customer engagement, service innovation, commercial transformation and leadership, including three Engage Awards, reflecting both the impact of his work and his commitment to creating better outcomes for customers, communities and public services. His work has also been recognised by the Local Government Chronicle, the National Association of British Market Authorities (NABMA) and the National Market Traders Federation (NMTF) for excellence in leadership, innovation, economic development and public service.
Beyond Hackney, Daniel advises HM Treasury, the Department for Business and Trade, the Mayor of London's Markets Board, the National Association of British Market Authorities (NABMA) and local authorities across the UK on customer engagement, regulatory reform, digital transformation and place-based economic development. Bridging local delivery with national policy, he helps shape how governments, councils and organisations think about customer engagement, commercial innovation and inclusive economic growth, while supporting public services to improve outcomes for residents, businesses and communities.
An invited speaker at the 2026 Engage Customer Summit, Daniel believes the future of customer engagement lies in combining commercial thinking with public purpose, demonstrating that organisations create their greatest impact when customer experience, innovation and social value are designed together rather than treated as competing priorities. His work shows how organisations can combine innovation, data, empowered teams and human-centred design to deliver customer experiences that rival the very best private sector organisations while creating lasting social, economic and commercial impact.
Phil Quickenden
London Borough of Camden Head of Customer and Registration Servicespassionately believes that technology and channel choice are valuable tools to support the real stars of the contact centre, the agents who answer the calls.
In his current role as the Head of Customer & Registration Services at the London Borough of Camden Phil is exploring how technology can enhance and develop a new kind of super-agent, equipped with digital skills and expertise which empower customers to play a greater role in their own journey. A self-confessed data geek, Phil believes that through unlocking the intelligence of the contact centre, organisations can move their understanding of the customers they serve to a whole new level, which in the public sector, means changing lives.
Phil Ward
Cumberland Building Society Head of Brand & Marketing
Luke Squires
Forge Holiday Group Group Director of OperationsLuke is a senior leader with extensive experience across Retail, Customer Experience, Operations and HR, known for building high-performing teams and delivering meaningful results. He combines strategic thinking with a relentless focus on execution, using technology and innovation to enhance customer experience and drive efficiency.
Passionate about people, Luke is a strong advocate for neurodiversity, seeing it as a catalyst for creativity, problem-solving and performance. As a parent to three neurodiverse children, he brings both personal insight and professional commitment to creating environments where different minds thrive.
Isobel Parker
Close Brothers Customer Experience Lead
Colin Goodbody
Bromford Flagship Head of Customer Operations
Kate Cash
Roke Head of MarketingKate Cash is Head of Marketing at Roke and a commercial leader with experience across technology, telecoms and defence.
She specialises in transforming go-to-market models – connecting product, marketing and sales around customer value to create better buyer experiences, stronger sales conversations and more repeatable growth.
Her experience spans product marketing, sales development and buyer enablement, with a particular interest in the systems, skills and commercial disciplines that turn complex propositions and individual expertise into scalable revenue.
Kate is passionate about making complex things easier to understand, easier to buy and ultimately, easier to sell.
Dominika Kampa
Admiral Group Head of AI
Tansy Goodman
Serco Global Cyber Delivery LeadThroughout her career, Tansy has specialised in helping organisations navigate complex transformation by bringing structure to ambiguity, aligning stakeholders around shared outcomes, and translating strategy into meaningful action.
Alongside her work in digital transformation, Tansy is Co-Chair of Serco's multicultural inclusion network, Embrace, where she has helped grow engagement, build community participation and create sustainable governance models that empower others to lead.
Her work sits at the intersection of people, process and technology, with a particular interest in how trust, communication and behavioural signals influence engagement, adoption and long-term loyalty.
Tansy is passionate about creating environments where people choose to participate, contribute and stay engaged, whether as customers, employees, stakeholders or community members.
Richard Murray
Cambridge University Press & Assessment Global Director of Customer ServiceRichard Murray is the Global Director of Customer Service at Cambridge University Press & Assessment, where he leads customer service strategy and transformation across a global education organisation serving learners, educators, institutions and partners worldwide.
Vanessa Milan
Cambridge University Press & Assessment Head of Voice of the Customer, Global OperationsPassionate about Voice of the Customer and a natural customer advocate, I specialise in engaging internal stakeholders and turning customer insight into strategic improvements that enhance the customer experience across the organisation.
A self-starter with a multidisciplinary approach, I lead the development and execution of the Voice of the Customer programme, strategy, and governance across departments at Cambridge University Press & Assessment.
Busola Akinsola
The Open University Head of Operational Planning and DeliveryBusola Akinsola is Head of Shared Operational Planning and Delivery Services at The Open University. With more than three decades of leadership experience across operations, workforce planning, and transformation, she is passionate about turning strategy into practical delivery that improves the experience of both students and staff. Busola leads teams responsible for planning, resource management, operational insight, and service optimisation, and enjoys sharing lessons learned from leading change in complex environments.
Katie Hales
The Open University Service Lead Student Support HubKatie Hales is Lead for Information and Advice at The Open University, leading a large-scale, multichannel student support operation. My area supports students throughout their journey, from initial enquiry and enrolment through to on-module support. The service brings together around 320 advisers across Manchester, Nottingham and Milton Keynes, supporting students primarily through telephone, email and webchat. My role combines operational service delivery with a strong focus on transforming the student experience and developing how we support students at scale.
Carlo Zoccali
Olympia Events Event Operations DirectorWith more than 20 years of leadership experience spanning venues, exhibitions, conferences, live events and sport, I have built my career by creating exceptional experiences for organisers, exhibitors, visitors and partners. My experience includes senior leadership roles at Olympia Events, Fully Charged Show, Farnborough International and Arsenal Football Club.
Naba Elsaid
Durham university Consultant, Durham University
Gabe Skeoch
Scottish Football Association CRM & Website Lead
Atossa Vaziri
Director, Product MarketingAtossa Vaziri is Product Marketing Director at Checkout.com, with 18+ years building go-to-market and customer advocacy teams across AdTech, FinTech, and enterprise AI at companies including Google, Dataiku, Spendesk, and Perk. At Perk, she built the customer advocacy team from scratch, growing G2 reviews from 10 to 476 and reaching 97% customer satisfaction and launching the Customer Advisory Board. She's spent her career turning customer voice into a strategic growth lever.
Melanie Fischer
Xero Director, Customer Experience - UK & EMEAResults-oriented Director with 20+ years' experience in service excellence and continuous improvement. Expert in defining service excellence strategies that remove customer friction through AI-tooling, automation, and self-solve solutions. Motivational leader of 300+ staff, skilled in aligning global operations with business OKRs and leading Lean/Six Sigma re-engineering initiatives.
Areas of expertise include:
- AI & Technology Strategy: Defines and implements strategies to replace legacy tooling with AI-Assistance interwoven with human assistance.
- Process Innovation: Uses Lean/Six Sigma to simplify workflows and improve resolution speed
- Global Operations Leadership: Leads global teams including outsourced vendor BPO and in-house resolution and escalation teams
- Stakeholder Influence: Experienced C-level advisor and member of UK Leadership teams directly reporting to C-suite
- Quality Assurance and CSAT: Oversees CSAT and AI and Human-agent QA frameworks to drive Customer-Sentiment.
Swéta Rana
Middlesex University Head of Digital MarketingSwéta Rana is Head of Digital Marketing at Middlesex University, with extensive experience across digital strategy, CRM, email marketing, content, UX, analytics and technology. She has led major digital transformation projects, including CRM and CMS migrations, and works at the intersection of data, technology and compelling customer communications. Swéta is particularly interested in how organisations can use digital channels and CRM intelligently to create more relevant, accessible and effective experiences for their audiences. A strong advocate for digital accessibility, she is also a Certified Professional in Accessibility Core Competencies (CPACC).
Steve Herbert
TLT LLP Director of Customer StrategySteve believes the true test of customer experience isn't speed, convenience or digital journeys- it's what happens when a customer is confused, scared, vulnerable, frustrated or running out of options.
As Customer Strategy Director at TLT LLP, Steve owns the end-to-end customer journey, leading customer contact, complaints, service assurance and transformation programmes supporting major financial institutions. His work sits at the intersection of customer experience, vulnerability, regulation and AI, helping organisations deliver better outcomes while navigating increasingly complex customer and regulatory expectations.
Steve specialises in transforming customer operations in highly regulated environments, where trust has become an organisation's most valuable asset. He believes customer issues and complaints are more than problems to solve - they are some of the richest sources of insight for improving products, services and customer experiences.
His experience spans financial services, legal services and critical national infrastructure. At Nominet, the organisation responsible for operating the .UK domain registry, Steve led customer-facing operations including product support, abuse prevention and domain dispute resolution—helping protect one of the UK's most critical digital assets while balancing security, customer outcomes and public trust. Earlier in his career at Ecotricity, he helped demonstrate how purpose-led businesses can deliver both commercial success and meaningful societal impact.
Today, Steve speaks on the future of customer experience in regulated industries, responsible AI, and why the organisations that earn the greatest trust will be those that use technology to become more human, not less.
His ambition is simple: to build organisations that leave every customer in a better position than they found them.
David Trevithick
LCP Delta Head of Customer Insight
David Goldsworth
Aqualisa Products Limited Customer Experience Director EMEADavid Goldsworth is a Customer Growth and Experience Director with more than two decades of experience building CX functions in regulated, subscription and high-growth businesses. He currently leads customer experience at Fortune Brands EMEA, responsible for field service, contact centre, digital, sales and retention.
Previously he built customer experience functions at Inchcape, The Royal Mint and UK start-up Motorway.co.uk. Working across sectors, David has delivered large-scale CX programmes at various Virgin companies, and was an early adopter of NPS in the UK.
An enthusiastic coach and leader, David is a passionate advocate for collaborative customer cultures and for transformation that delivers service outcomes which ultimately drive commercial results.
Camelia Maftei
LeMiux Customer Service ManagerWith over seven years’ experience leading high-volume, multi-channel customer contact operations within the automotive industry, Camelia brings extensive expertise in customer service strategy, process optimisation, customer insights and developing high-performing teams. Passionate about customer experience and continuous improvement, she is committed to creating seamless, personalised experiences and keeping customer service at the heart of business growth.
Emily Viarnaud
Cash Converters UK Operational Project ManagerEmily Viarnaud is the Operational Project Lead at Cash Converters, specialising in continuous improvement, customer experience and organisational transformation. Over the past 20 years she has helped organisations including Nestlé, BT, SSE Telecoms, Costa Express and the British Quality Foundation redesign processes, improve customer journeys and build cultures of continuous improvement.
Emily is passionate about making complex problems simple. Her approach combines data, operational insight and collaboration to help organisations create consistent, customer-focused experiences while empowering the people delivering them. She believes that lasting improvements come not from imposing change, but from engaging teams to challenge existing ways of working and develop better solutions together.
Kate Philpot
Capability Consulting Managing DirectorKate Philpot is Vice President of Global Sales Enablement at Getty Images, where she leads a global team responsible for onboarding, training and coaching over 550 sales and customer service professionals across three regions. Over more than a decade at Getty Images, Kate has built the sales methodologies, coaching frameworks and go-to-market approaches that shape how the business's frontline teams engage customers — from storytelling and negotiation training to a company-wide coaching practice built on customer call reviews. She has led major initiatives to professionalise customer-facing skills at scale, including business-wide sales methodology rollouts, role-playing-based training programmes, and the systems and content that keep hundreds of reps equipped to build stronger customer relationships. Kate sits on the Board of Central School of Ballet, is a qualified ICF coach, and speaks internationally on sales enablement, commercial transformation and inclusive leadership.
Veatriki Tzannatos
Ex Colgate-Palmolive Consumer/Customer Care & Experience LeaderWith a career spanning over two decades in global consumer affairs and customer service operations, Veatriki has built a reputation for transforming customer experience ecosystems and driving operational excellence at scale.
From managing multi-site contact centre operations to leading high-stakes crisis management strategies and award-winning strategic partnerships, she has consistently bridged high-level CX vision with seamless front-line execution across complex global landscapes.
Passionate about the convergence of human empathy and modern technology, Veatriki advocates for HUMAN + AI solutions that empower teams, elevate service quality, and deliver meaningful, personalised engagements.
Because exceptional customer experience isn't just about resolving issues, it's about combining human connection with intelligent technology to build the culture, alignment, and momentum that turn modern customer engagement into a distinct competitive advantage.
Heidi Haila
Outokumpu Vice President, Brand & Marketing
Cher Lowies
Interactive Investor Customer Insights ManagerBlending behavioural science with customer insight, Cher is naturally curious about why customers behave the way they do and enjoys helping organisations challenge long-held assumptions with real evidence. She believes the best research doesn't just answer questions, it changes the way people think.
Her work focuses on uncovering what really matters to customers, translating complex research into practical recommendations, and helping organisations make confident, evidence-based decisions.
Steve Morrell
ContactBabel Managing Directordecades, and his analysis has been featured across the BBC, ITV, Sky, the Guardian, Forbes and the Financial Times. He has also advised the UK government on the impact of offshoring on the UK economy.
Elena Reilly
Entain Senior Manager, Customer Experience StrategyElena Reilly is Senior Manager, Customer Experience Strategy at Entain, the gaming and sports betting group behind Ladbrokes, Coral, and BetMGM. Elena designs and delivers Voice of Customer frameworks, CX measurement systems, and customer intelligence platforms that drive measurable improvements in satisfaction, journey performance, and loyalty. She and her team translate complex multi-source data into a single customer truth — processing over 35,000 customer responses per week through AI-powered text analytics that detect vulnerability in real time and drive personalised experiences across 30+ markets. With 10+ years in CX strategy across telecommunications and gaming, Elena brings a blend of quantitative rigour, stakeholder influence, and a consulting-style approach to the question of how large organisations can personalise at scale without losing the human connection.
Sarah Faulkner
Zurich Insurance Head of Digital & Customer ExperienceSarah Faulkner is an award-winning customer experience leader with twenty years’ experience across CX, digital, brand and financial services marketing. She is passionate about putting the customer at the heart of business decision making and turning customer insight into meaningful commercial and organisational impact. Throughout her career, Sarah has led initiatives across customer journey management, digital transformation, customer strategy and organisational change, focusing on embedding customer thinking into everyday decision-making
Prior to joining Zurich, she held roles at Hiscox and worked agency-side with a range of financial services and charity clients. Known for her pragmatic and engaging approach, Sarah brings real-world insight into what it takes to move beyond CX ambition and build customer-centred organisations that deliver measurable results.
Dave King
British Gas Customer Communications and Engagement ManagerWith more than 20 years' experience across the energy sector, spanning operational, customer experience and communications roles, he has developed a deep understanding of the customer journey and the factors that influence customer behaviour.
Dave is passionate about how communications can bring strategy and culture to life, shape perceptions, inspire action and build lasting customer loyalty.
Olayinka Sanni
Notting Hill Genesis Customer Journey ManagerOlayinka “Ola” Sanni is a Customer Journey Manager at Notting Hill Genesis, where she leads end-to-end journey improvement across repairs, complaints, enquiries, and rents and bills. She previously stepped into the role of Acting Head of Customer Journeys and Insight, leading customer insight, service design, Voice of the Customer and journey improvement.
Before moving to the UK, Ola served as Director of Customer Experience for a fintech company headquartered in the United States, leading customer experience, insight and journey management across two regions. This combination of senior leadership and hands-on journey transformation gives her both a strategic and practical perspective on what it takes to turn customer insight into action.
With more than 15 years’ experience across housing, fintech, banking, telecommunications and travel, Ola uses customer feedback, operational data and service blueprinting to uncover broken journeys, align teams and prioritise improvements. Her work has delivered measurable results, including stronger customer engagement, reduced service costs and improved operational performance.
Ola is passionate about moving journey mapping beyond documentation and using it as a practical tool for decision-making, accountability and measurable customer and organisational outcomes.
Ed Smyth
phs Group Commercial Insights Manager
Siobhan Taylor
Good Life Sorted Head of Customer ExperienceSiobhan Taylor is a Customer Experience Leader with a passion for developing people and creating customer-centric cultures where both agents and customers can thrive. With over a decade of experience leading customer care, complaints and CX teams, she combines coaching and development with data, technology and operational insight to build high-performing support teams. Her leadership approach is rooted in empathy, feedback and collaboration, with a belief that investing in people is fundamental to delivering exceptional customer experiences.
Pete French
Oxford International Education Group Director, Development and Customer MarketingPete's had exposure to customer marketing and communications across a wide variety of sectors in the past 30 years. These include retail, manufacturing, not-for-profit and most recently in international and domestic education marketing and recruitment.
He's passionate about the keeping the human element of customer marketing alive, finding ways to create a smooth but engaging customer experience, and using new ideas, technology and processes only when they can be ethically and sustainably deployed.
He's worked cross-platform with multiple ERP, CRM and record systems, most recently with Salesforce and HubSpot.
Laura Franklin
West Sussex County Council Customer Service Centre ManagerMy role of a strategic leader in local government is dedicated to transforming the customer experience through innovation, empathy and operational excellence. Within the organisation I am the Senior Manager in Customer Experience 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 and putting the customer at the centre of their journey. I have led 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.
Tom Kirby
Mindvalley Head of Customer ExperienceTom Kirby runs Customer Experience at Mindvalley and has advised AI customer service vendor Siena AI since 2023. He has spent twelve years in customer operations, starting on a contact centre floor and going on to lead CX teams at Huel, Housekeep and Laundrapp. He writes about AI in customer service from both sides of the table
Divya Kerslake
Utility Warehouse Head of Customer MarketingDivya’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.
More recently she's joined Utility Warehouse and is leading the creation of a best in class customer function, focused on value management and loyalty.
Barry Cooper
Smart Currency Exchange Head of ConversionStarting my contact centre career as a customer service advisor answering customer calls, I was able to learn a lot about what great service meant not only to me but to my customers, since then I’ve had the pleasure of experiencing all the great things the contact centre industry has to offer.
I was lucky enough to have great mentors and teachers along the way that helped me focus my passion for all things customer and 20+ years later I find myself still working in a industry that I love and have the pleasure of sharing with a great community.
I’ve been working for moneycorp for 6 years and I get to do something that makes me smile everyday, from interactions with our customers, delivering for the business to watching and developing our amazing people.
I know one thing for sure, although I didn’t plan to join the contact centre industry when I started I’ve since learned it’s one the best industries you can be in and I am well and truly in it to stay.
I have great leadership skills and a passion for delivering great customer experience and service at the highest level, whilst meeting the needs of the business and inspiring those around me.
Jade Devine
Bristan Group Ltd Head of Customer ExperienceHolding a Customer Experience Advanced Diploma with Distinction, I’m committed to championing customer-centric thinking, improving processes, building strong relationships, and supporting teams to deliver meaningful, lasting results.
Pete Evia-Rhodes
Workspace Group Customer Engagement & Platform LeadPete Evia-Rhodes is a customer engagement and retention leader with 20 years’ experience helping global brands and scale-ups attract, engage, retain customers and talent. His career spans CRM, lifecycle marketing, loyalty, digital innovation and award-winning AI-powered personalisation, including work with BT, The Times and Workspace. As an Accredited ADHD Coach, Pete is equally passionate about building inclusive working environments where different thinkers can thrive. He combines technology, data and creativity to turn complex challenges into practical strategies that deliver measurable growth, stronger loyalty and better experiences for customers and colleagues.
Lloyd Buxton
Omilia VP Sales, Northern Europe
Raoul Monks
Flume Founder and CEO
Charles Studt
delight.ai CMO
James Readhead
Peopleware Global Head of ServicesJames Redhead is a customer success and professional services leader with over 20 years' experience delivering enterprise WFM, HR, and cloud technology solutions globally. Prior to Peopleware, James was Practice Director for EMEA and APAC at UKG (formerly Kronos), leading the regional Professional Services organisation. He built an offshore delivery model that let local consulting teams focus on customer engagement and solution design, improving consultant occupancy while maintaining delivery quality. As Practice Manager for the PMO, he oversaw project governance across strategic programmes and acted as executive sponsor on complex, multi-country implementations. At Peopleware, James leads Consulting, Customer Success, Support, and Learning, with end-to-end responsibility for the customer journey from implementation through long-term adoption. His focus is aligning professional services, customer success, and support around measurable business outcomes, tracked through customer satisfaction and retention.
Neil Titcomb
Capacity SVP of EMEA Sales
Mark Clydesdale
Tap CXM Head of Strategic ConsultingMark is Head of Strategic Consulting at Tap CXM, helping brands unlock the value from their investments in technology and AI, and accelerate growth through strategy, measurement and new ways of working.
Tom Miller
Invoca Senior Director, Customer Success
Baidurjya DasChaudhuri
Ada Managing Director, EMEA
Paddy Doran
Hightouch Sr. Solutions Engineer, Enterprise EMEA
Niamh Savill
Halo Senior Solutions Architect
Christian Dubreuilv
The Harris Poll UK, A Stagwell Company SVP, Client Partner Europe
Josh Hulse
Halo Senior Account Executive
David Shuttle
Verint Solution ConsultantKnown for translating complex product capabilities into clear, workable solutions and for bridging the gap between innovation and real‑world deployment. Played a key role in Verint’s transition from legacy platforms to WFE, CX automation, and cutting edge AI, ensuring the product roadmap stays aligned with customer needs.
Brings a pragmatic, analytical approach with strong technical depth and commercial clarity. Experienced across regulated sectors and skilled at solving complex problems with solutions that are robust, compliant, and built to the highest standards.
John Sills
The Foundation Senior PartnerJohn is Senior Partner at The Foundation and author of Leadership Book of the Year 2023, The Human Experience. He started his career 25 years ago on a market stall in Essex and has since worked with companies to improve customer experiences. He’s worked in front-line teams delivering the experience, innovation teams designing propositions, and HQ teams creating strategy. He's been a bank manager during the financial crisis (not fun), launched a mobile app to millions (very fun), and visits strangers’ houses to ask personal questions (incredible fun). Before joining The Foundation, John spent twelve years at HSBC, latterly as Head of Customer Innovation. His book, The Human Experience, was published by Bloomsbury in February 2023, and his writing has featured in The Guardian,The FT and Management Today.
Mark Lockyer
CallMiner International Alliances Director
John Bousfield
Verint Solution Consultant
Asaf Ben Israel
CommBox VP Sales EMEA
Joseph Jack
ArvatoConnect Head of Compliance
James Towner
ArvatoConnect Chief Growth OfficerJames Towner, Chief Growth Officer, ArvatoConnect James Towner is a business growth leader with over 30 years’ experience delivering transformational value for clients across government, financial services, telecoms and utilities. As Chief Growth Officer at ArvatoConnect, he drives business growth and digital strategy, helping organisations navigate change and unlock new and future opportunities through innovation and partnership. Previously, as Senior Vice President at a leading global services firm, he expanded the company across the UK and Europe in the energy and utility sector, focusing on data-driven and digital solutions. Earlier, as a Group Sales Director at a major outsourcing and professional services company, James established its sales presence in Germany, securing groundbreaking outsourcing partnerships. Beyond his executive role, James is a Non-Executive Director at Oxford Direct Services (ODS), supporting its mission to deliver sustainable, customer-focused services for the local community. He has also served as a Trustee for local organisations including an Oxford-based theatre company and the Prospect Hospice in Swindon.
Indy Bajwa
Kustomer Solutions Consultant
Jim Miller
Medallia Director - CX Advisory
Professor Patricia Riddell
Elephants Don't Forget Director of Workforce Capability and Wellbeing
Ben Scales
Elephants Don't Forget Head of SalesBen is passionate about helping customers transform their customer service by empowering their people. He is an avid believer in the power of knowledge and competence.
Jonathan Underwood
Serve First Head of ProductProven track record in scaling early-stage ventures, securing investment, and delivering measurable hypergrowth - driving revenues from £15M to £130M and transaction volumes from 6,000 to over 175M through strategic roadmaps and commercially grounded product and technology leadership.
Trusted partner to global brands including Google, Cisco, Citi, HSBC, Visa, and Revolute. Currently leading a cross-functional product organisation, delivering innovative AI-driven fraud solutions, whilst ensuring regulatory compliance to deliver on multi-million-euro P&L responsibilities.
Looks to combine his deep understanding of next generation fraud detection, identity verification and payment technologies, into product-led roadmaps and growth strategies, leading to investment and exit.
Shailesh Nalawadi
Delight AI Head of Applied AI and Communications API
Anant Singh
Sanas Chief Revenue Officer
Seán Ward
Brevo Product Marketing DirectorI’m a product marketing leader with 15+ years of experience helping complex products become understood, trusted, and chosen. I have led product marketing strategy across B2B SaaS, enterprise cybersecurity, consumer tech, travel tech and more, driving product growth, market expansion and global launches.
I focus on shaping positioning and messaging, building GTM functions and partnering with product and commercial teams to deliver results. I have built teams, launched profitable product tiers and scaled PLG initiatives that deliver real business impact.
My goal is always the same: make the product easy to understand, easy to buy and impossible to ignore.
Sunny Rekhi
Decagon Forward Deployed Engineering CTO
Jen Ding
Decagon Senior Solutions Engineer, Enterprise
Patrick Dunford
Deezer VP of Customer CareTwo decades building and leading teams in the fields of customer experience and technology.
James Cadman
Luware Chief Customer Officer
Elias David
ElevenLabs GM UKI
Andrew Chipchase
Halo Sales Manager
Ronald Griffin
Seen.io CEO & Founder
Paul Miller
Verint CX Evangelist
Libby Jackson
Playable Global Enterprise Director
Nick Travers
SmartSurvey Chief Operations Officer
Eugene Neale
Love Holidays Director of Business IT and AI Operations
Kapil Singhal
Vyntelligence Co-Founder & CEO
Leslie Blanke
UJET Chief Product Officer & GM (EMEA)
Anna Miley
The Foundation Managing Partner
Erin Lowe
Reputation Senior Customer Success Manager
Siobhan Lettice
Vonage Head of Global Customer Care & Onboarding
Beth Gilleran
Reputation Senior Customer Success Manager
Michael Feeney
Reputation Account Director
Alison Hogg
Puzzel Partner Account ManagerWith 15+ years in partnership and channel management, Alison is driven by what happens when organisations with different strengths come together – turning good ideas into real, working partnerships that create lasting value for customers and businesses alike. She's also a hands-on early adopter of AI and is fascinated by how quickly it's changing what CX and contact centre teams can deliver.
Dan Richardson
Ace Waves VP GTM
Mike Wells
ellio Head of CX Strategy & Transformation
Ewa Davenport
Kantar Senior Client Success Director
Ben Smith
Similarweb Senior Director of Advisory Services
Pedro Dias
CallTower Director of Sales, EMEA
Rudi Scout
Grypp Sales Director
Catarina Ferreira
Talkdesk Principal Product ManagerHer work has focused on transforming contact centres from reactive to proactive, using automation and AI to create more personalised, convenient and effective customer journeys.
With a background in healthcare, Catarina brings a grounded perspective on how AI can be applied in complex and highly regulated environments while delivering meaningful outcomes for both customers and businesses.
Duncan MacPherson
Invoca UK Director of Sales
Rhys Johnson
Talkdesk Manager Solutions Engineering
Matt Trickett
Qualtrics XM Strategist
Michelle Faughnan
Fin Senior Manager, Customer Support
Bora Suci
Customer.io Account Executive, Mid-Market
Bob Morrell
Reality Training Ltd Sales Trainers & Executive Coach
Jeremy Blake
Reality Training Ltd Sales Trainers & Executive Coach
Conor Bowler
MaxContact VP of Product
Hugo Rayne
ElevenLabs GM, Europe
Chris Tomkins
Zendesk Principal Product Manager
Marcus Hickman
Davies Hickman DirectorAn insight and data analytics leader, Marcus has spent over 20 years supporting well-known brands to understand and improve customer experience - working directly with senior executives to bring consumer perspectives alive and use them to drive business growth.
His current focus is helping clients navigate the shift to AI in customer experience. Marcus has led an assessment of 37 different vendors of Generative AI and Agentic AI customer experience solutions, giving a good basis for developing individual organisational AI strategies.
This builds on a long track record of shaping industry thinking on CX. Marcus runs Davies Hickman Research, home to one of the longest-running tracker studies of customer contact, The Autonomous Customer, which pioneered omni-channel strategies. Davies Hickman has advised a range of industry bodies including BSI and ISO standards committees for customer experience.
Previously, Marcus worked as Managing Director of futures consulting agency The Henley Centre, part of Kantar. He brings good experience in understanding future change in customer experience.
Martin Hill-Wilson
Brainfood Training Co-FounderMartin Hill-Wilson is a long-standing member of the Customer Engagement community. Over his career, he has launched a series of change initiatives using the dynamic of action-based learning – most recently AI for Non Technical Minds. All are designed to disrupt and reset the ‘art of the possible’ using new operating models re-imagined through foundation user education.
Brian Manusama
Actionary Executive Partner
Gerry Brown
Customer Lifeguard Chief Customer Officer
Andrew Hough
Cranfield University Associate Professor Sales Leadership & Performance
Nick Brice
Soul Corporations CEONicholas Brice is an international keynote speaker, consultant and author who helps organisations build the human capability, culture and customer experience needed to thrive in a fast-changing world. As founder of Soul Corporations® and author of The Mindful Communicator, he works with leaders and teams to strengthen clarity, communication, judgement, connection and everyday behaviour. Drawing on neuroscience, behavioural insight, culture change and theatre, Nicholas helps organisations create more aligned cultures, more consistent customer experiences and more meaningful performance.
Scott Logie
DMA DMA Membership AdvocateEngaging, 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.