Anna is an established customer experience and marketing professional with a proven track record of delivering excellent commercial performance over the 20 years of my career.
I started my career in marketing, planning and driving growth for large corporate organisations across industries such as health insurance, the motor trade, pharmacy and IT. Over the years my passion for marketing sparked an interest in customer behaviour and 6 years ago I moved into the Customer Experience profession.
I now head up the Customer Experience function at Bupa Insurance, aiming to be the world’s most customer centric healthcare organisation.
All helping to achieve our purpose of helping people live longer, healthier and happier lives and making a better world.
SPEAKERS
A laser focus on super-actionable, case study driven content, keeping industry leaders informed about emerging trends and innovative solutions
2000+ ATTENDEES
250+ PRESENTERS
6 topic stages
Main Stage
Alexander Toft
Moonpig General Manager International
Nicki Young
RS Group Chief Customer OfficerUnder his leadership, RS Group has seen digital revenues grow from £700 million to over £1.8 billion—now accounting for 60% of the company’s total revenue.
As President of Okdo, Nicki helped scale the business to ~£100m with double digit operating profit within three years and secured strategic partnerships with major technology brands, including Nvidia, one of the largest AI company world. Prior to joining RS Group, Nicki was instrumental in launching BT Sport and revitalising BT’s handset strategy.
Richard Pash
Zurich Chief Customer OfficerRichard Pash joined Zurich in July 2016 as Director of UK Life Marketing. He became UK Marketing Director in 2017 and UK Chief Customer Officer in 2020. Richard leads the UK and EMEA Customer Office, delivering Brand Marketing, Digital Marketing, Customer Insight and Experience, Customer Communication, and Events. He is responsible for marketing and customer activity for each of our business divisions and across the broader UK business. He is a member of the Global Customer Office Leadership Team and a Vice President of the Institute of Customer Service.
Richard has a wealth of experience, as Director of Marketing and Customer within market leading financial services, telecoms and ‘fast-moving consumer goods’ industries. Richard has achieved significant results through a strong focus on consumer needs and leading strategic initiatives. He has broad experience in managing business units in companies such as Virgin, Vodafone and Mars.
Richard lives near Marlborough and studied at the University of Oxford where he achieved an MA in Chemistry.
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Kevin Murphy
Natwest Rooster Money – Youth and Families Chief Operating OfficerKevin Murphy now leads the NatWest RoosterMoney (NWRM) Chief operating Office, with the specific remit of translating the company vision into execution. This includes leading the Data, Risk, Programme Management and People functions within the organisation. NatWest Rooster Money is a kids' prepaid debit card and pocket money app which helps our youth and family customers build financial capability .and manage their money better. Kevin has also worked in Procurement for over 25 years spanning across many industries, such as
Electronics, Bio Tech, Engineering, NHS, Computing and Finance. He is passionate about ensuring NatWest play their role in supporting the UK in building financial confidence within our families and communities.
Ellie Bateman
Centrica Chief of Staff, CCOA mother of two, a dreamer, a coach, a mentor and passionate about how humans work and helping people achieve their dreams, whatever they may be!
Martin Villanueva
IKEA Global Customer Engagement Lead
John Anderson
NBCUniversal Director of RetentionVisionary marketing leader with 17 years of experience driving transformative growth across global brands including Amazon, DAZN, and McLaren. I specialize in membership, lifecycle, CRM, retention, and subscription strategies—designing innovative programs that elevate customer engagement, loyalty, and long-term revenue.
Known for delivering data-driven strategies that scale, I thrive at the intersection of creativity and performance. I bring a strategic mindset, sharp commercial instinct, and a hands-on approach to building and leading high-performing teams through complex, high-impact initiatives.
Anna Cook
Sky Managing Director - Customer ServiceA passionate customer champion and people leader, focused on transforming customer experiences using data, technology and brilliant people, driving value for Sky. Responsible for a large, complex customer service organisation, with teams that span in-home engineers, contact centres, CX experts and agile tech teams, Anna has been modernising customer experience across channels and spearheading the adoption of Gen AI to make things easier for everyone
Key achievements over the past few years have been:
•Delivering best-in-industry customer service with the lowest Ofcom complaints per customer
•Growing new digital services and channels that help customers 24/7 - from live chat to automated services checker
•Designing & executing partnership with Openreach to install FTTP in customers’ homes with industry beating NPS
•Obsessing about friction, reducing errors and driving up reliability to improve customer resolution and reduce wasted costs
•Improving customer experience, via market leading NPS scores (+60)
•Best in class People Engagement scores (80+) delivered via new people initiatives such as CX Circles, D&I focus, leadership model and engagement
•Built innovative, new contact centre structure, using Families (vs hierarchical rations) and introducing agile to build a continuous learning and “speedy feedback” culture
•Sponsored and championed the pioneering development of Time to Care volunteering programme. To date it has delivered over 100k weekly friendship conversations and 70k hours of community volunteering to 40 charities UK wide.
Prior to this role, Anna was Group Director of Internal Comms sitting on the UK Management Team at a time when Sky became a European business. Beyond Sky, worked for Emap Plc (Publishing) and Sage Software in marcomms, sponsorship, brand, CSR, development and HR roles
Anna is passionately from Yorkshire, but lives by the sea in Tynemouth near Newcastle, has a 12-year-old son (the love of her life!), and loves to be outside. A passionate walker, on/off runner, gym-goer and rugby-mum. Also, a voracious book reader and traveller.
Jenny Armstrong
Diageo Global Connected Consumer Engagement Lead
Nessa O'Gorman
Expedia Group Director, Product ManagementNessa is a visionary Product Director transforming business outcomes through strategic innovation and customer centered solutions. Currently leading one of Expedia Group's top strategic initiatives, revolutionising CRM capabilities through hyper personalisation and AI driven contextual awareness initiatives. With expertise spanning multiple industries, she bridges strategy and execution to build high performing teams delivering impactful products at scale.
Also an accredited high performance welness coach, Nessa is passionate about helping busy people achieve sustainable performance through practical lifestyle shifts. She is an expert in her field at addressing the intersection of performance and wellbeing.
Zeke Zhiqian Wu
Nissan Motor Corporation Global CRM Program Manager
Vaibhav Verdhan
AstraZeneca Senior Director, Global
Moritz Wolf
HP Global Head of CRM CoE – Data, Intelligence & OperationsI lead customer transformations that scale - whether building from the ground up in fast-growth environments or evolving enterprise-wide models for global impact. I’ve built multi-disciplinary teams, defined strategies, established operating models, systems, and governance, and placed customer value at the heart of business management.
My work spans customer and data insights, segmentation, lifecycle design, omnichannel engagement and operations, martech architecture, data governance, and performance management. Consistently delivering multimillion-dollar revenue impact, improved acquisition efficiency, and 3–5x gains in ARPU and LTV.
People-oriented leader, inspired by customers, obsessed with business performance, and driven by execution excellence.
Paul Pugal
FedEx MD Customer Experience UK & IrelandPaul Pugal is a highly accomplished director with extensive experience in operations, strategy, and change management across the financial services, media, and logistics industries. He is recognized for his ability to transform complex data into effective strategies that boost profitability and customer value. In his current position as Managing Director of Customer Experience at FedEx, he has successfully merged four business units, significantly digitized customer contact, and reduced phone inquiries by 400,000, achievements that earned him the prestigious FedEx 5 Star award.
Prior to his role at FedEx, Paul demonstrated his transformative leadership as COO of MyPolicy Ltd, where he overhauled a struggling operation by drastically cutting call wait times, reducing operating costs by 15%, and saving over £1.2 million annually through contract negotiations. His tenure as Customer Services Director at Autotrader was also marked by success, where he achieved a "9 out of 10" customer recommendation rate and significantly reduced credit losses. Paul's expertise is further solidified by his Master of Science in Statistics and Information Technology.
Jo Kirkham
Liverpool Football Club Vice President of Fan Experience
Sean Philip
Legal & General Customer Engagement & Activation DirectorSean has recently been appointed Customer Engagement & Activation Director at Legal & General, having held various positions within the pensions, investment & insurance firm since he joined in 2020.
Sean is responsible for the development and execution of L&G’s customer engagement strategy - combining technology, data and insight to improve customer experiences and drive positive outcomes.
Prior to his current role, Sean was responsible for Non-Advised Sales for L&G’s Retail Protection D2C distribution business, with a particular focus on bridging the gap between online and telephony new-business journeys, and has also held senior Marketing positions within L&G’s Retail Annuities and Financial Advice businesses.
Sean has also held senior roles in marketing agencies, supporting brands in automotive (Ford, Toyota), FMCG (P&G, Unilever), energy (EDF), consumer electronics (LG) and retail (LEGO, Uniqlo), to create award-winning customer acquisition strategies with engagement at their core.
He is a keen advocate for ensuring financial services businesses meet and exceed consumer expectations, and regularly draws inspiration from the experiences brands outside the traditional FS space are building for their customers.
Thomas Husson
Forrester VP, Principal AnalystThomas is a vice president and principal analyst serving chief marketing officers. Thomas helps firms reduce the gap between brand, customer, and employee experiences. His research covers the disruptive role of culture, consumer behaviours, and technology — especially AI — in digital and sustainable transformations.
Thomas has spoken at numerous events around the world, including Mobile World Congress, DMEXCO, WebSummit, and VivaTech, and he is regularly quoted in leading media outlets, such as The New York Times, The Wall Street Journal, Reuters, Les Echos, and Le Monde.
He has worked with clients from nearly every industry — including consumer goods, luxury, travel, retail, and financial services — to advise and guide the development of their marketing, CX, digital, and sustainable strategies.
Claire Braines
JPMorgan Chase & Co Executive Director - Head of Banking Operations
Teodora Tepavicharova
Condé Nast Director, Programmatic StrategyTeddy is an award-winning strategist and commercial leader in marketing and advertising, currently overseeing Condé Nast's Programmatic activations in the UK and supporting Western Europe with their programmatic go-to-market strategy, planning, and implementation. She manages the activity across leading titles including Vogue, Tatler, GQ, CN Traveller, Wired, House & Garden, Glamour, Vanity Fair, AD and The World of Interiors, while managing a growing global client portfolio. Her work has earned widespread recognition, including accolades such as Forbes 30 Under 30, Outstanding Transformation of the Year, BIMA100 and The Future 100 Club.
Allison Coucher
Sky Senior Service Strategy ManagerHer focus is on ensuring that Sky customers are able to enjoy all of the great content and products that they love right now, as well as understanding their future requirements and defining strategies to accommodate customers growing and evolving needs in their connected life. Working across Sky group to ensure technology is scaled and supported; collaborating with external partners ensuring customers have access to the latest content to meet their work, education, home and health requirements in order to give a great customer experience while balancing the service economics to Sky.
Phil Payne
Bidvest Noonann Director of IT Customer ExperienceWhat drives me is simple: creating a positive experience with IT. Whether it's the people delivering the service or the technology itself, I believe every interaction should be a positive one.
This matters more than ever today. The technology people use at home is often more advanced and intuitive than what they encounter at work. That’s a complete reversal from when I started out—back then, going to work felt like stepping into the future. Now, it can feel like stepping back in time.
That’s the challenge—and the opportunity—I’m passionate about: closing that gap and making workplace IT not just functional, but genuinely enjoyable to use
Thomas Bassett
Haleon Global Director - Customer and Channel
David Hawksforth
Auto Trader UK Customer Engagement DirectorAfter a thriving channel management career in the enterprise computing arena, David ran his own marketing agency, honing his skills in strategic marketing and client engagement before following his passion for automotive as Head of Trade Marketing & Analytics for News UK's prestigious automotive brand, Sunday Times Driving.
In 2015 David joined Autotrader, since when he has held several senior positions including Sales Director. Now, as Customer Engagement Director for the business, David is focused on driving customer engagement, with some phenomenal results.
Francesca Rea
NewDay Director of Customer Operations
Abhineet Kesarwani
Lyca Mobile Group Regional Director - Customer Value & Experience, DigitalWith career experience spanning the US, UK, Europe, Middle East, Africa, and Asia, Abhineet blends a global perspective with deep regional insight. He has held both in-house leadership roles and consulting positions with major operators like Vodafone, Airtel, du, Maxis, and StarHub, as well as with IT and SaaS solution providers delivering MarTech and CRM platforms at scale.
Abhineet is passionate about helping businesses unlock customer lifetime value through data-driven decisioning, behavioural segmentation and meaningful omnichannel journeys.
Natalie Rea
Clarity Environmental Chief Executive OfficerNatalie is CEO of Clarity Environmental, a well established and rapidly growing business providing award winning customer service. Named in the FEBE growth 100 list 2 years in a row, an annual ranking highlighting the 100 fastest growing founder led and privately owned businesses in the UK, Clarity Environmental celebrates an enviable 99.6% customer retention within a highly competitive sector. The Clarity team are proud winners of one of the most highly entered and prestigious award categories, securing the award for The Best Customer Service Team at the Engage Awards 2024.
Natalie brings her wealth of experience in leadership, customer engagement and employee engagement to share the fundamental and futuristic principles of transforming past approaches to customer engagement into meaningful, purposeful and pioneering solutions.
Learn from the Clarity journey and how revolutionary talent development shapes market leading customer engagement.
David Goaté
Marshmallow CTO- Co-founded and grew a fintech which has raised $100M's to over a $2Bn valuation, serving over 1M customers and generating hundreds of millions in annual revenue profitably.
- Strategic technology leadership: As CTO I led a 60+ person cross-functional organisation of Product Engineers, Data Engineering, Data Science, Platform & Infrastructure, InfoSec & IT.
- As Chief Architect I'm leading efforts to diversify Marshmallow's product offering, enabling us to successfully bring new products to market, establish PMF and scale these businesses in a systematised way.
- Operational excellence: Under my leadership, my teams build cloud‑native business critical systems with high reliability, delivering quality at pace.
- Commercial impact: Built real‑time pricing and embedded‑insurance systems which have generated hundreds of millions of pounds of revenue profitably.
- Leadership ethos: bringing commercial vision to life through technology, building highly engaged and motivated multi disciplinary technology teams. Empowering teams to deliver with high ownership and accountability in high trust and a high performing environment. These results have been proven out through high retention and developer experience surveys.
Elizabeth Ajala
Monzo Bank Risk Director
Kathleen MacLean
Dr. Martens Global Head of Customer Growth
Sujay Kotwal
American Express Sr. Manager, Customer Experience InsightsSujay is a Senior Manager of CX Insights at a multinational financial services corporation, with previous track record of driving product innovation at various fintech scale-ups.
He blends deep methodological rigor, mixed-methods research and emerging tech to craft scalable, human-centered solutions for strategic impact across global markets.
Jana Kreissig
Porsche AG Customer Research & Insights Expert
Neal Silverstein
Specsavers Head of Technology Customer ServicesNeal has a track record and passion for delivering Industry leading customer service to support the growth of Specsavers, and make a difference to more peoples lives through improving their sight & hearing.
Always looking for innovative ways to enhance the customer experience and maintaining relevance in the ever changing world we live in, be it data compliance, cyber security, customer expectations as well as colleague aspirations.
Nick King
AutoTrader Insights DirectorNick joined Auto Trader in January 2007 running Business Intelligence and in 2010 built the retailer insight team running master classes and webinars. He also makes short films to evangelise about data and Insight and speaks regularly at conferences in Europe, Canada and North America.
Nick is also a visiting lecturer in consumer psychology at Anglia Ruskin University, Cambridge.
After graduating from Loughborough in 1986 , Nick spent years in advertising and planning at Dorlands and Lintas, was a guitarist with Great Northern Electrics, a publisher on HiFi magazines at Petersen/EMAP and a research Director at Media agency Carat/Difiniti responsible for a team of researchers advising a range of Blue-chip clients on the development of their marketing and communications strategies in the Digital arena.
Michalina Bidzinska
Fortnum & Mason Commercial Lead UX DesignerShe has helped improve conversion and user experience for multiple brands, including Fortnum & Mason and Canon Europe. With a strong background in experimentation and insight-led experience design, she delivers measurable improvements that put customers first.
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Carl McCartney
Les Mills Global Sales Enablement Director (Global Markets)Carl McCartney is Global Sales Enablement Director (Global Markets) for Les Mills. Carl started his Les Mills career as a National Trainer/ Presenter 20 years ago and has held a number of key roles within both the global and UK business, including working in both the German and Nordics markets and also working centrally as Global Performance Development Director.
This breadth of industry experience has allowed Carl to build unparalleled expertise in the Health and Fitness industry. He is dedicated to helping club partners build healthier businesses, working with them to achieve their business goals and supporting member retention and recruitment challenges.
Adam Flitton
Allianz Principal Behavioural Scientist
Stephanie Gordon
Wayfair Head of Global CX
Mark Croucher
P&O Cruises Director of Planning and Customer Experience
Edward Sims
EnviroVent Customer Experience DirectorA range of experience working within fast-moving, entrepreneurial businesses. Committed, self-motivated individual who is comfortable working with the ambiguity that goes with delivering change, thrives on achieving leadership excellence and enhancing customer and colleague experiences.
John Lewis
Wiley Director of Customer Experience, Research, & InsightsJohn S. Lewis is the Director of Customer Experience, Research, and Insights at Wiley, a global leader in research and learning publishing. In this role, he leads a team dedicated to fostering a customer-centric culture through data-driven insights and strategic research.
With over 15 years of experience in positions focused on customer experience and research, John has collaborated with some of the leading companies in telecommunications, education, healthcare, and financial services, both on the corporate and vendor sides. Throughout his career, he has transformed customer listening programs, implemented organisational customer experience strategies, and built high-performing Customer Experience (CX) and Insights teams. Recognised for his insights-led leadership style and expertise in storytelling with data, John specialises in leveraging technology and customer insights to enhance organisational capabilities, improve the customer experience, and drive business performance.
Verity Mercer
Renault Head of Customer Experience and Quality
David Bellinger
Great British Railways Transition Team (GBRTT) Head of Insight
Jessica Ham
National Grid Head of Customer Experience
Aida Mutapcic
KFC Customer Recovery ManagerWith over 15 years of experience in customer service and operational excellence, Aida brings a proven track record of managing and nurturing high-performing teams within the hospitality sector. In her current role as Customer Recovery Manager at KFC UK & Ireland, she leads initiatives focused on customer recovery, satisfaction, and loyalty-turning challenging situations into positive experiences. Aida’s leadership style emphasizes empathy, data‑driven decision-making, and continuous learning, ensuring consistent enhancements in both service quality and team performance.
Throughout her career, Aida has championed transformation and resilience, as shown by her success in developing recovery strategies that balance customer expectations and brand standards.
Kai Bentley-Grey
DFS Senior Technology Business Partner - Customer
James Vukashin
phs Group Head of Customer Experience and Customer ExcellenceJames has over 20 years’ experience in customer roles, working across varies blue chip businesses as well as startups. This has included leading large contact centres, cross functional teams and delivering large change programmes for some well-known brands.
Currently the Head of Commercial Operations at phs Group, his focus is on improving the customer experience, increasing customer loyalty/reducing churn, ensuring the commercial teams are as efficient as possible, driving a new data strategy, ensuring the business is insight focused, the sales teams deliver and have the tools/systems to do the job and ensuring customer needs are met through a great service delivery, pricing model and product range.
Oliver Parsons
Lloyds Banking Group Head of Ecosystems, Customer PropositionsDigitally proficient leader with a passion for delivering insight driven customer outcomes, expertise in delivering products; propositions; services; strategies; innovation; and communications. Led and developed teams working across proposition, service and marketing projects.
Looking for roles that require the incumbent to be the voice of the customer in the organization, delivering solutions and strategies that meet a customer need and deliver strong returns for the business. Passionate about empowering people and teams to fulfill their potential and deliver meaningful results.
I have a strong understanding of the importance of customer experience for brands, and have delivered leading experiences to create engaged customers and deliver business results. Worked with a wide variety of different brands including Lloyds Bank; Halifax; Bank of Scotland; Barclays Bank; Barclaycard; Brooks England; Walkers Crisps; Aviva; MasterCard; and Chelsea FC.
Emma DeSena
London Marathon Events Head of Customer EngagementEmma DeSena is a customer engagement leader with over 25 years’ experience across the travel, fashion, hospitality and events industries, having worked with both challenger brands and customer-first organisations. She is currently Head of Customer Engagement at London Marathon Events, where she is leading a large-scale transformation to overhaul how the organisation supports participants across some of the UK’s most iconic mass participation events.
Emma’s work blends innovation with inclusive, human-centred design - driving a customer-first culture through smarter use of data, automation, personalisation and self-service. Her strategy focuses on transforming operational delivery while embedding empathy, accessibility and continuous improvement at every stage of the journey.
A proud neurodivergent leader, Emma is passionate about building emotionally intelligent services that adapt to the diverse needs of all participants - current and future.
Rebecca Brooks -Daw
The AA Head of Group Customer ExperienceI really see CX as a mindset and not a role, it’s a profession full of people people and I am definitely a people person, I think all CX people are, and that’s the bit I most love about my job; creating, maintaining and improving the experiences and interactions that we (people) have with brands. The other super important part of CX that I love, is its importance within the commercial sustainability of a business.
My mantra is "constantly strive to deliver a consistently excellent experience". People want brands, products and services they can depend on and trust.
I use a wide variety of CX techniques to drive acquisition, value and retention; customer listening, analysis and interpretation of insight, stakeholder engagement, customer journey mapping, embedding customer outcome metrics, effective governance, strong business case development and encouraging customer centricity through cultural change.
Phil Quickenden
London Borough of Camden Head of Customer and Registration Servicespassionately believes that technology and channel choice are valuable tools to support the real stars of the contact centre, the agents who answer the calls.
In his current role as the Head of Customer & Registration Services at the London Borough of Camden Phil is exploring how technology can enhance and develop a new kind of super-agent, equipped with digital skills and expertise which empower customers to play a greater role in their own journey. A self-confessed data geek, Phil believes that through unlocking the intelligence of the contact centre, organisations can move their understanding of the customers they serve to a whole new level, which in the public sector, means changing lives.
Emma Newell
Financial Times Head of Operations, Customer CareI am passionate about delivering exceptional customer service and promoting the powerful impact and commercial benefits it enables.
My experience has seen me transform customer care support and build high performing teams from the ground up, which have a direct positive impact on customer experience and growth. As such I have developed strong interpersonal and leadership skills that can be applied to developing strategies that people and teams can get behind in order to positively impact and transforming customer and employee experience.
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.
Jo Eighteen
Biffa Head of Customer ExperienceAs the Head of Customer Experience at Biffa, Jo has over 25 years’ experience in customer service and CX management across a number of different sectors. Previously working in Financial Services and the Automotive industry, Jo has led customer contact centres across multiple customer segments, implemented and managed voice of customer programmes and TQM initiatives, and as a Lean Six Sigma Black Belt, has managed multiple continuous improvement projects. In her current role, Jo has led the creation of a CX function within Biffa, establishing a team covering CX Data & Insight, CX Strategy & Communication and CX Business Improvement to change process, culture and behaviour within the company.
David Walker
OVO Head of Lifetime Customer Value
Abdul Khaled
E.ON Next Head of Digital | Customer Experience & Digital Products
Lucie Child
Transport for Greater Manchester Head of CustomerProven track record of identifying customer experience issues and defining and delivering initiatives to solve them - resulting in measurable improvement.
Creative presenter with considerable stakeholder engagement experience.
Skilled in agile ways of working & a capable and confident facilitator.
Adam Mills
The Wine Society Head of Insight, Loyalty & StrategyWith over a decade of experience in digital, data, marketing, and insight, Adam has worked with businesses of all sizes to create long-lasting impact and build customer trust, confidence and belonging — from fast-growing start-ups and scale-ups through to some of the world's biggest brands, such as BT and Tesco. A strong and vocal advocate for loyalty, retention, and creating meaningful experiences, he's always on the lookout for opportunities to drive connection and lasting value for both the business and the consumer. Now leading insight, loyalty, and strategy at The Wine Society, one of the UK’s largest membership organisations, he remains as passionate as ever about ensuring customers are at the heart of every decision.
Nicola Shield
Bupa Global Head of Marketing Strategy, Planning and Communications.png?width=400&name=Anna%20Wilcox%20(2).png)
Anna Wilcox
Bupa Head of Customer Experience
Áine Egan
Halfords Training and Development LeadI’m an award-winning Training and Development Lead, bagging a Silver Trainer of the Year at the 2023 CCMA Awards. From being an air hostess to a contact center team leader, I've been around the block. But here's the scoop: I'm all about injecting training with passion and personality, especially when it comes to customer service. Every customer, in my book, deserves nothing but the best. I've left my mark globally, teaming up with BPO’s in South Africa and India, crafting training magic that clicks with all kinds of learners. Currently studying a Level 5 Learning & Development apprenticeship, proving that continuous learning is really important. To sum it up, I'm on a journey driven by a love for training, a passion for top-tier customer service, and a constant hunger to level up in Learning & Development.
Bukola Odunaiya
Expedia Group Senior Integrated Campaigns Manager
Luke Ollerhead
The Very Group Senior Insight Manager Customer Care
Sabina Onwuka
London Borough of Barking and Dagenham Head of Customer ServicesSabina Onwuka is an award winner in Customer Experience and Innovation. She is also a champion of Customer & Colleague Experience. A passionate & knowledgeable Public Speaker she engages and inspires audiences with a dynamic approach tailored to their specific needs. A Coach, a Mentor and Leader with a genuine desire to support young leaders to be a better version of themselves for tomorrow's world. Sabina teaches how to foster team spirit, resilience, team motivation and confidence. She demonstrates how to create a safe place for people to express their concerns in any workplace situation, which is more important than ever. Sabina sits on the Standard Advisory Board of the Contact Centre Management Association, is a Chair of governors at her local primary school and Heads the Customer Services department at The London Borough of Barking & Dagenham.
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Julie Rendle-Eames
West Sussex County Council Head of Customer ExperienceMy focus is on blending digital innovation with operational excellence to improve both customer and employee experiences. I oversee the deployment of AI-driven voice and text bots within our Customer Service Centre, which serves as the front door for 23 council services, this is integrated with our corporate website to drive effective channel shift and self-service.
Following the insourcing from Capita, I led a cultural transformation, aligning the team with industry standards. This resulted in:
80%+ first-contact resolution
90%+ customer satisfaction
30% average reduction in operating costs for centralised services
61% cost reduction in Blue Badge application processing post-modernisation
I champion a strategy of “deepening the front door”, centralising customer demand into the Contact Centre to better manage data,
demand, and performance, modernising processes and equip multi-skilled officers.
Looking ahead to 2025, I am committed to managing change that supports both customer satisfaction and employee growth, using data and insight to continuously evolve our services.
John Murphy
NHS Shared Business Services Head of Customer ExcellenceJohn is currently Head of Customer Experience with NHS SBS a joint venture shared service operation between the NHS and Sopra Steria.
In this role Joh has transformed the delivery of the customer experience centre initially through people and process management and through the implementation of a new technology platform designed by users for users., with some amazing results.
John has a strong background in setting up and managing multi disciplined shared service centres with Yorkshire Water (Kelda Group) and First Group the Bus and Rail operator. His visionary and agile approach to transformation has resulted in high impact low-cost delivery with high levels of internal and external customer satisfaction.
In the twilight years of his career is focus is on developing his team to embrace the opportunity that AI will have for customer service and shared services.
His legacy …. Agent Murphy as our 1st Bot.
Divya Kerslake
Utility Warehouse Head of Customer Marketing
Lee Courtney
Utility Warehouse Head of UX
Naomi Sweeting
Places for People Director of Customer Research & InsightShe has worked across the public and private sector including positions at Lloyds Banking Group, Central Office of Information, The Research Factor and The University of the West of England.
Naomi is currently Director of Customer Research & Insight at Places for People, and has held previous senior roles at Grand Union Housing Group and Alliance Homes.
Naomi is passionate about understanding customers’ needs and evidencing the importance of inclusion in driving operational efficiency and customer experience.
The award-winning psychographic segmentation Naomi has developed has now been delivered for 14 housing organisations.
Annisha Taylor
Ofcom Head of Equality, Diversity & InclusionAnnisha is a pioneering culture and change strategist with a career spanning 15+ years across the public, private and voluntary sectors. She brings a wealth of experience in embedding equity and fairness into large, complex organisations. With leadership roles at the BBC, Ofcom, and the John Lewis Partnership, she helps shape inclusive behaviours and systems that work across media, regulatory, retail and community spaces.
Annisha’s approach is grounded in collaboration, accountability and real-world impact. Whether supporting teams, advising boards, or working with grassroots organisations, she helps businesses move beyond statements and into sustainable, sector-wide change. Outside of her professional roles, Annisha is a dedicated community leader, trustee and advocate for inclusive education, culture and business.
Fflur Huysmans
The Bread Factory Head of Customer ExperienceCustomer Experience senior leader, having transitioned from successful senior career in arts management.
Stephan Hogenbirk
Cognita Head of Strategic InsightsI specialize in translating complex data into actionable insights that directly impact student outcomes, family retention, and organizational culture. My work bridges the gap between traditional CX methodologies and the unique needs of educational environments."
Diane Monk
Cognita Head Of Customer Experience
Aleisha Hales
Silverfin Head of Customer Success UK & Growth Markets
Jamie Carter
Belron International Voice of the Customer Manager
Lyndall McCarthy
Stewardship Head of Customer Experience
Joseph Carter-Bell
The Pools Director of Customer Success & Operations
Tom Kirby
Mindvalley Head of Customer Experience
Andrei Dinca
Wise Ltd. Head of CRM
Raj Khalid
Regal Cineworld Group Customer Experience Manager
Sam Holley
Lloyds Banking Group Senior Messaging Experience & Performance ManagerI have always been passionate about transforming customer experience and improving how customers interact with financial services.
A strong track record of managing large, high-performing teams, I specialise in delivering exceptional customer experiences balancing operational excellence with a human touch.
My current focus is on using our AI-driven platform and digital tools to create seamless, intuitive, and personalised banking journeys. Championing and empowering customers and colleagues!
Emily Hilman
London Borough of Camden Performance and Improvement Manager
Hannah Ratcliffe-Barnes
HSBC Social Media LeadI'm passionate about authenticity - in leadership, communication, and in how we show up for customers.
Malory Beaham-Powell
WeWork Senior Manager, SaaS Customer Success
Laura Franklin
West Sussex County Council Customer Service Centre ManagerMy role of a strategic leader in local government is dedicated to transforming the customer experience through innovation, empathy and operational excellence. Within the organisation I am responsible for the Blue Badge Service, our corporate Receptions and the Customer Service Centre.
With a proven track record in public sector service delivery, I have led major initiatives to redesign the customer journey—making services more accessible, responsive, and inclusive for our customers, achieving a 61% operational cost reduction to the organisation all by empowering our people. Following the insource of services into Customer Experience, I led a people-centred transformation—rebuilding team culture, strengthening engagement, and aligning our ways of working with industry best practices resulting in fully integrated, cohesive services and a 90%+ rate of customer satisfaction.
Recognising the evolving needs of digital innovation, I am strategically leading on the implementation of digital channels at our front door. Looking at AI and digital technologies to streamline processes both for our staff and customers, personalise engagement, and enhance service outcomes. My focus is to bridge the gap between traditional public service values and utilise the opportunities of digital innovation whist ensuring that technology serves people, not the other way around.
Bogdan Grigorescu
Direct Line Group Senior Technical LeadBogdan has led specialist teams in implementing automation through AI at scale, delivering and operating enterprise platforms across geographies.
He has a track record in achieving superior customer experiences and delivering significant cost efficiencies by leveraging AI and machine learning technologies worldwide.
Bogdan is also a speaker at global conferences on AI, data privacy, counter-intelligence and security.
Background in electronics and telecommunication engineering.
Josh Lambert
Vanguard Product Lead
Danny Starr
Global Senior Product Owner, CXMy journey began in neuroscience at UCL, which now informs my approach to user engagement. At Global, we're reshaping customer experience by integrating behavioral sciences, product design, and forward-thinking app marketing strategies with machine learning, striving for excellence in every digital interaction.
At Backline we’re bringing forward thinking CX strategies to e-commerce in the music industry. Reach out for an intro to the team and our business.
Aswin Peter
Centrica Senior Product Lead - Customer Experience and Product Strategy
Clarissa Valiquette
AAT Director Customer Experience
Ian Banks
Ventrica CEO
Stephen Akadiri
Grey SEO Growth ManagerStephen Akadiri is one of the top organic growth experts to emerge from Africa. He has helped brands, startups and businesses across the world (including the UK and the US markets) to grow through building scalable systems that turn search into long-term business growth. With over 6+ years of experience, he has led SEO for fintech, media, and SaaS companies.
As a Senior SEO and Organic Growth Specialist at Grey (YC W22), Stephen leads international SEO strategy, aligning product and content to drive sustainable acquisition across key markets.
He is also a passionate community builder who regularly mentors emerging digital talent and runs training programs for future growth leaders.
Tamara Kartoziia
AUTODOC Senior Service Designer & Customer Experience Architect
Grace Bucksey
Nextiva Enterprise Account Executive
Steve Morrell
ContactBabel Managing DirectorThe in-depth coverage provided by ContactBabel’s ongoing primary research projects is matched by our experience analysing the contact centre industry. We understand how technology, people and process best fit together, and how they will work collectively in the future.
Steve has written hundreds of research reports and his opinion on contact centres has been featured on the BBC, ITV, Sky, the Guardian. Forbes and the Financial Times.
Leigh Hopwood
CCMA CEOAs Chartered Marketer and Honorary Fellow of the Chartered Institute of Marketing, Leigh joined the Board of the CIM in 2014, becoming Chair for three years in 2016 where she led a transformation of the organisation across culture, governance and customer experience, turning significant losses into three consecutive years of profit. She continues to give back to this community and is a Trustee on the CIM Benevolent Fund.
For the last 25 years Leigh has been helping organisations develop their marketing capability. Having led marketing functions for IT companies specialising in niche markets, she has spent time as a business advisor and a marketing coach supporting marketing professionals at all levels.
Jo Causon
Institute of Customer Service CEOJo joined The Institute as Chief Executive in 2009. Since then, she has driven membership growth and established the UK Customer Satisfaction Index as the country’s most trusted indicator of consumer satisfaction.
Working across the public, private and voluntary sectors, Jo provides strategic advice to boardrooms to raise the standards of service across the UK, providing evidence of the connection between customer satisfaction and operational efficiency and profitability.
A regular media commentator and prominent keynote speaker, Jo is frequently asked to provide commentary for national and broadcast media, in addition to numerous podcasts and member Board sessions.
Working with politicians, regulators, and senior officials, Jo focuses on the impact that service has on the UK economy and productivity, helping shape policy. Through her work establishing and overseeing the All-Party Parliamentary Group on Customer Service, she raises awareness and understanding of customer service amongst parliamentarians, establishing a dialogue between Government and business.
She brings a wealth of experience from the commercial sector, holding Director roles in financial services, brand, and business consulting, as well as policy development and research for City & Guilds and The Chartered Management Institute.
Suzy Socker
Edelman Managing Director BrandSuzy brings over two decades of global communications experience, having collaborated with renowned consumer brands such as Procter & Gamble, Unilever, Johnson & Johnson, Disney, and Marks & Spencer. A passionate advocate for retail and FMCG brands, Suzy is dedicated to building brands differently by combining innovation with impact. Her expertise lies in leading integrated teams and harnessing the power of earned media to create compelling narratives that drive results.
Notable career highlights include crafting and executing the communications strategy for BAA Retail during the opening of Heathrow Terminal 5, overseeing global communications for Hugo Boss Fragrances, and managing backstage content for Wella Professionals at Fashion Week around the world. Closer to home, Suzy has led data-driven editorial campaigns for eBay, challenged the UK to embrace a plant-based lifestyle with Flora, and directed beauty campaigns for Johnson & Johnson.
Prior to joining the team, Suzy served as Head of Brand at M&C Saatchi Talk, where she led a 15-person team across global and UK accounts. Her previous experience also includes senior roles at Ketchum, Iris, and Halpern. Full of energy and enthusiasm for the communications industry, Suzy describes herself as a “hustler” when it comes to delivering client growth, and thrives when immersed in strategic planning and creative execution.
Jamie Thorpe
Ipsos Chief Experience Officer
Jean-Francois Damais
Ipsos Global Chief Research Officer, Customer Experience
Ian Gibbs
DMA Director of Insight and Planning
Laura Godfrey
Ipsos Head of Client Service Team, CX
Mark Clydesdale
Tap CXM Head of Strategic Consulting
Max Lowenthal
Decagon Director of Agent Product
Daniel Bakh
Fullview CEO & Co-Founder
Tom Miller
Invoca Senior Director, Customer Success
Steve Brockway
The Harris Poll UK, A Stagwell Company Chief Research Officer
Logan Randolph
Sierra Head of Partnerships
Suveer Kothari
Sierra Head of UKIn his time at Google, he has worked across the company to build:
- new platforms (TV, Smart home, Gaming, Health, Energy)
- products (Chromecast, Google Home, Nest, YouTube)
- services (Google One, Display & Video Ads etc)
His roles include commercial go to market, business operations, partnerships and product management, and he has been responsible for $x bn P&L's. Key Skills include:
P&L Leadership & Growth driver: Proven track record scaling products to multi-billion dollar revenues across 30+ global markets, with deep expertise in new business creation, P&L management, and sustained growth in complex, competitive markets. A focus on an ethical, collaborative approach with proven ability to influence Boards and C-suites.
Andrew Pattie
Sprinklr CX Solutions Director UKI & South Europe
Lea Schremmer
PlayPlay UK Field Marketing Manager
Richard Davey
Reputation Director, Customer Success - EMEA
James Towner
ArvatoConnect Chief Growth OfficerJames Towner is a business growth leader with over 30 years’ experience delivering transformational value for clients across government, financial services, telecoms and utilities. As Chief Growth Officer at ArvatoConnect, he drives business growth and digital strategy, helping organisations navigate change and unlock new and future opportunities through innovation and partnership.
Previously, as Senior Vice President at a leading global services firm, he expanded the company across the UK and Europe in the energy and utility sector, focusing on data-driven and digital solutions. Earlier, as a Group Sales Director at a major outsourcing and professional services company, James established its sales presence in Germany, securing groundbreaking outsourcing partnerships.
Beyond his executive role, James is a Non-Executive Director at Oxford Direct Services (ODS), supporting its mission to deliver sustainable, customer-focused services for the local community. He has also served as a Trustee for local organisations including an Oxford-based theatre company and the Prospect Hospice in Swindon.
Mike Stewart
ArvatoConnect Head of Digital Practice & AIMike Stewart leads the Digital Practice at ArvatoConnect, with a strong focus on blending technology with customer experience to deliver transformative digital solutions. With over 15 years’ experience in CX and digital transformation, he specialises in designing and delivering strategies that improve efficiency, drive engagement and create long-term value.
Mike has led major digital initiatives across the public and private sectors, from financial services and telecoms to government, always with a focus on outcome-first thinking. He is passionate about using AI, automation and intelligent platforms to power seamless, scalable service that meets the evolving and future needs of today’s users.
Will Hearn
Brevo Director of Sales EMEA
Damien Popote
Mayday CEO & Co-FounderDamien Popote is the CEO and co-founder of Mayday, the leading AI-powered Knowledge Empowerment platform in Europe. A visionary entrepreneur, Damien’s passion for customer experience began early, while working in a banking call center during his studies. This formative experience sparked a conviction: customer service deserved a better future. Driven to make a difference, he pursued entrepreneurship studies at HEC Paris and UC Berkeley, in the heart of Silicon Valley, to deepen his expertise at the crossroads of technology and customer relations. In 2019, guided by a clear mission, Damien co-founded Mayday with two partners. Since then, they have been transforming how customer service teams operate-empowering agents through knowledge to become more efficient, autonomous, and impactful. Six years later, Mayday has become the leading European AI knowledge base solution, used by tens of thousands of users every day.
Hugo Ramadier
Mayday Head of UKHugo Ramadier is Head of UK at Mayday, the leading AI-powered Knowledge Empowerment platform in Europe.
Driven by a deep passion for tennis, Hugo pursued his studies between the United States and Italy, where he competed at a high level while developing a valuable international outlook that would prove instrumental in his future career.
He began his professional journey at Front, working as an Account Executive. There, he honed his skills in sales, customer relations and account management within a SaaS environment.
He then joined Mayday, where he specialised in Knowledge Management and optimising the customer experience. His rapid progression within the company reflects strong leadership and ability to adapt: initially an Account Executive, then promoted to Business Development Manager, he was eventually appointed to lead the company’s international expansion.
James Mackay
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Libby Jackson
Playable Regional Manager & Gamification Specialist
Dvir Hoffman
CommBox CEOAs the current CEO of one of the leading AI-based customer service and engagement solutions in our market, Dvir has over two decades of experience in technology innovation and product strategy. Dvir has pioneered several innovations in the realm of CX technologies, guiding them from their inception and transforming them into award-winning global CX and enterprise solutions. His original vision on AI bots that can easily resolve complex inquiries is catalyzing a revolution in the customer experience domain as a way to radically reduce contact center load.
Brian Reijngoud
Deepdesk VP of Sales
Sean Brownell
Sprinklr Principal Solution Consultant
Rich Wall
Sprinklr UKI Solutions Director
Raoul Monks
Flume Founder and CEO
Khaled Miah
Zoho Regional Account ManagerSenior business development and sales leader with over two decades of experience driving growth across global technology and consulting firms. Proven track record in leading high-performing teams, securing strategic enterprise accounts, and delivering scalable solutions across financial services, compliance, SaaS, and data management sectors. Demonstrated success in roles at Zoho, Solidatus, Corporater, Verint, BT, and Accenture, with deep expertise in go-to-market strategy, account management, and deal execution. Adept at navigating complex stakeholder environments. Known for strong leadership, commercial acumen, and a consultative approach.Holds an MBA from London Business School and an undergraduate degree from the University of St Andrews.
Vishal Kapoor
Sendbird Head of Growth
Hugo Rayne
GM, Europe ElevenLabs
James Adamczuk
Zoom Global CX Strategy LeadJames Adamczuk is a Customer Experience (CX) and Digital Transformation expert at Zoom, where he specialises in leveraging AI to enhance customer experience and drive innovation. His work focuses on implementing cutting-edge solutions that streamline customer interactions and create more meaningful, efficient experiences across all touchpoints in the digital age.
As a recognised keynote speaker, James shares insights on how AI is transforming customer experience, helping organisations understand the practical applications of artificial intelligence in customer service and engagement. His presentations combine strategic vision with actionable insights, making complex digital transformation concepts accessible and empowering businesses to embrace the future of customer experience.
Gabriel Ross
Homeprotect Home Insurance Head of Customer StrategyGabriel is passionate about championing customer experiences that rival the best in any industry, recognising that consumer expectations are shaped far beyond insurance and financial services. He believes in empowering Customer Experience teams as catalysts for tangible change and is committed to reshaping the public perception of insurance, so customers not only trust their insurer but know they are truly on their side.
Iain Ogilvie
Treasure Data Senior Solutions Consultant
Chris Thomson
Treasure Data Account Director
Eleanor Telling
Medallia Senior Director Experience Advisory
Frank Sherlock
Callminer VP International
Matthias Gohler
Zendesk Chief Technology Officer, EMEAMatthias has more than 20 years of experience in technology and SaaS industries. He joined Zendesk from SAP where he spent the last 10+ years in their Customer Experience practice building up an industry portfolio for Customer Experience. Prior to SAP, Matthias worked with Gemini Consulting with their strategy practice.
Maurice Gonzenbach
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Tim Smee
NFON Senior Product Manager
Sue Conley
SS&C Financial Services International Senior Director, Retail ServicingWith over 20 years of experience in financial services, Sue Conley brings a deep well of industry knowledge, a passion for people, and a drive to deliver exceptional customer experiences. As Senior Director of Retail Client Services, Sue leads with heart and vision—championing teams, developing talent, and inspiring employees to elevate every aspect of customer servicing.
Sue believes that strong service is rooted in strong culture. Her leadership style is all about empowerment—creating space for teams to grow, challenge the status quo, and show up as their best selves every day. Whether coaching individuals or shaping strategy, she’s committed to building environments where people feel heard, valued, and motivated to deliver excellence. Outside of work, Sue is a proud mum to two incredible girls and wife to one very supportive husband. She brings the same energy and compassion to her family life as she does to the workplace: lead with love, keep learning, and always smile.
Siobhain Goodall
Ventrica Senior Client Executive
Sid Farmiloe
Dialpad EMEA Sales Engineer
Rob Bacon
NFON Head of Contact Center Hub and Pre Sales
Baidurjya DasChaudhuri
Ada Managing Director, EMEA
David Wall
Kantar Senior Customer Strategy Director
Martin Hill-Wilson
Brainfood Training Co-FounderMartin Hill-Wilson is a long-standing member of the Customer Engagement community. Over his career, he has launched a series of change initiatives using the dynamic of action-based learning – most recently AI for Non Technical Minds. All are designed to disrupt and reset the ‘art of the possible’ using new operating models re-imagined through foundation user education.
Gerry Brown
Customer Lifeguard Chief Customer Officer
Brian Manusama
Actionary Executive Partner
Andrew Hough
Cranfield University Associate Professor Sales Leadership & Performance
Scott Logie
DMA DMA Membership AdvocateMy main aim in business is to help build and then unlock the potential in a customer base.
I love to spend my time with businesses looking at what they can achieve if they understand their customers better and use that understanding to create long term relationships.
I’m a highly experienced data based marketer, with a background in finance but I have spent lots of time with charities, automotive, FMCG, government, on-line gaming and retail.
With a grounding in data, a degree in statistics and over 20 years of working across a range of businesses, both inside and working with suppliers, I can understand the challenges any business has in growing and building long-term value and can then contribute to achieving this goal.
As a current board member and ex-Chair of the Direct Marketing Association, I get a unique perspective on industry developments which in turn helps me to understand the future of direct marketing and how businesses should adapt to meet the challenge ahead.
I’ve built successful teams, covering areas as diverse as customer insight, marketing, Consultancy and Campaign Management and led a management team through a successful MBO, dealing with private equity backers and staying with the business to a successful trade sale. It’s all about great people and I have employed and developed some of the best in the industry.
I believe my main strength is in understanding business strategy and building collaborative teams to design, build and deliver winning propositions to meet and beat expectations.
Nick Brice
Soul Corporations CEOI help leaders and teams unlock their potential by transforming communication, developing soulful leadership, and driving measurable organisational success. As the CEO of Soul Corporations and White Room Theatre/Bite-Size Plays™, I create innovative, engaging programmes and coaching with my Soul Corporations' associates that inspire individuals to thrive in today’s dynamic, AI-powered world.
With a certification in Neuroscience in Business Leadership from MIT Sloan School of Management and a background in psychology, theatre, and TV production, I bring a unique blend of science, creativity, and practicality to my work. My approach combines cutting-edge insights with real-world applications, delivering lasting behavioural change for leaders and teams.
Brandie Deignan
Pier Health Group Chief Executive OfficerIn early 2021 Brandie joined primary care within NHS in general practice as Chief Executive Officer. Prior to this role, Brandie was Managing Director at Marco Pierre White Restaurants, cementing her c20 years’ experience in the consumer service delivery industry across hospitality, retail and aviation. Before her MD role, Brandie held senior leadership positions at British Airways Plc, Tesco Plc, Whitbread, Travelodge and Hilton Hotels, where she started her career as a graduate trainee and worked her way up.
A true trailblazer, Brandie was the first female MD to hold her MD role at MPW Restaurants. As of 2020, Brandie was the first black female MD within branded restaurant groups in the UK. Brandie was recently named as one of the top 15 BAME high fliers in travel and tourism industry, and was a finalist at the Black British Business Awards, Senior Leader, Consumer and Luxury 2020. Brandie was recently voted No 41 of the Top 50 listening leaders and also nominated in the National Diversity Awards for positive role model, gender diversity.
Ollie Ollerton
Former UK Special Forces SoldierAs one of the first former UK Special Forces members and star of Channel 4's SAS: Who Dares Wins to talk openly to the media and reveal their identity, Ollie Ollerton has an incredible story to tell. A former Special Forces operative with the SBS, he has undertaken operations in some of the most dangerous and remote locations on the planet.
After leaving school and joining the Royal Marine Commandos, Ollie’s time in Northern Ireland and Iraq earned him a recommendation for the SAS. After joining the service's marine sister regiment, the Special Boat Service, he undertook high profile missions involving hostage rescue, counter narcotics, and counter terrorism.
When Ollie returned to the UK, after thirteen years overseas and on the frontline, he started developing a concept that would put his years of training and experience to best use and would benefit others. His Break-Point business is a leadership and development course aimed at the public and corporate sectors whilst also supporting veterans suffering the effects of Post-Traumatic Stress Disorder (PTSD). It's a subject Ollie has spoken openly about, sharing his experiences and difficulties in adjusting to life, dealing with stress, and overcoming trauma.
Ollie is now also one of the training director/presenters of SAS: Who Dares Wins, a show in which he and other ex-Special Forces operatives recreate the SAS’s selection process with thirty recruits from the public. The show has become one of Channel 4's most popular, attracting over three million viewers per episode. Since starring in the show Ollie has also written a deeply personal account of life in and out of the military, also called Break Point, looking at the challenges he faced working to enter the Special Forces, under fire on the frontline, and coming to terms with civilian life. He has also written Battle Ready, a practical look at how to apply his training and experience to more everyday goals, risk-taking and leadership.
Nicky Haddow
Victoria’s Secret UK Head of MarketingI am an enthusiastic Marketing Expert that is passionate about delivering integrated & impactful 360 marketing propositions & campaigns that are not only Brand & Customer focused but commercially driven & data led. With 20+ years experience in Fashion & Apparel omni channel retailing, I love developing marketing strategies that perfectly align with the overall business objectives and market relevance, whilst driving innovation and retaining brand integrity.
Livia Fekiacova
The Estée Lauder Companies Inc. Enterprise Marketing CRM LeadBefore her current role, Livia provided consultancy and led the strategic development of lifecycle programs, award-winning campaigns, and both national and international CRM transformation projects. Her expertise spans customer-led strategy design and execution, as well as product development. Her client portfolio includes retail, FMCG, hospitality, tech and beauty. With over 13 years of experience integrating marketing and technology, her specialization and passion lie in CRM, loyalty programs, and data-driven strategies.
Livia’s background also includes experience in sales, digital media, magazine & print advertising, direct mail, radio, and OOO advertising.
Livia holds a Master of Science in Marketing and later served as a panel member at her university, contributing to the curriculum to keep it aligned with business trends for six years. Additionally, she has been actively sponsoring children in need in Africa for the past 20 years, a cause she deeply values.
Marco Merkx
IKEA Global Customer Engagement Development LeaderOver 25 years of experience in marketing management and strategy, e-commerce , digital marketing and customer relationship management both in operational and in strategical management roles for mainly fashion, food and lifestyle consumer brands and retailers. On national and international level, in organizations varying from start-ups to multinational corporations.
My professional purpose is to support companies with transformation, innovation and development of organization design, technology and customer engagement. Always based on customer data and insights, leading to tangible results and growth. Specifically realizing customer centricity, digital transformation and omni channel proposition development are my fields of expertise. For this, my commercial and technical know-how are as much of value and importance as are my creativity and my sensitivity towards the human, cultural and organizational aspects.
Currently working for Inter IKEA Systems, the owner and developer of the IKEA concept, range and brand, as Global Customer Engagement Development Leader, working on topics as engagement, loyalty, personalization and crm in an omni channel context.
Joana de Quintanilha
Forrester VP, Principal Analyst
Jasmin Wheeler
John Lewis Customer Experience LeadI’m an innovative and energetic Product Lead, motivated by getting the best for the people around me – whether that’s the customers I design for or the teams I work in or lead. My expertise has been built through five years’ working in retail across shops and head office for the John Lewis Partnership, during a period of radical change.
Honest, supportive and aspirational, I enjoy working collaboratively with people to create tangible results with a clear purpose in mind. Through leadership roles on the shop floor and in experience design, I’ve developed an agility to deliver both operational success and strategic vision. I focus on the future while meeting the practical needs of today.
Last year I learned a lot from being part of John Lewis’s Restart programme, which saw the safe and successful reopening of our 38 shops following the first national Covid lockdown. My focus was to ensure we were well placed to adapt to the change in our customers’ needs, particularly those from vulnerable groups.
Progression? I really value it, for myself and the teams I lead. So I’m energised by opportunities through which I can broaden my experience and enable others to reach their full potential.
Rebecca Martin
John Lewis Senior Customer Experience ManagerRebecca is currently a Partner & Senior Customer Experience Manager at John Lewis & Partners. Rebecca started as Propositions Manager at John Lewis in 2021 and has since grown and developed her role into the Senior Customer Experience Manager position.
Prior to that, Rebecca was at Vodafone for 7 years starting as an Internal Communications Specialist and transitioned to a Propositions Manager.
Shannon Hamer
Economist Global Head of Customer SuccessShannon is Head of Customer Success at The Economist but was an early adopter of Customer Success in the UK having launched and led Customer Success globally in large organisations including RELX Group, Financial Times and Zoopla. When not doing all things Customer Success, Shannon enjoys spending time with her husband, three daughters and is an avid puzzle and wine enthusiast!
Simon Birch
Hobbycraft Customer Service Manager
Charlotte Burridge-Taylor
Volvo Head of Training for Global Customer CareStrategic, results-focused leader, driving commitment to excellence through learning development and delivery and expert management of teams and processes.
My motorsport background gives me a unique perspective when it comes to premium brands which I have been able to use in the classroom to really bring training programmes to life and drive forward excellent results. Experience with premium brands has also given me a clear understanding of corporate guidelines, KPI’s, processes and the importance of striving for the highest level of customer satisfaction.
Deborah Woods
Costa Coffee Contact Centre Manager
Samantha Lewis-Williams
Financial Times Head of Marketing Automation
Dina Hassan
LinkedIn Head of Customer Success - Global Clients, Search & Staffing - EMEAL
Anna Wilcox
Bupa Head of Customer ExperienceAnna is an established customer experience and marketing professional with a proven track record of delivering excellent commercial performance over the 20 years of my career.
I started my career in marketing, planning and driving growth for large corporate organisations across industries such as health insurance, the motor trade, pharmacy and IT. Over the years my passion for marketing sparked an interest in customer behaviour and 6 years ago I moved into the Customer Experience profession.
I now head up the Customer Experience function at Bupa Insurance, aiming to be the world’s most customer centric healthcare organisation.
All helping to achieve our purpose of helping people live longer, healthier and happier lives and making a better world.
Chloe Rice
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Melanie Fischer
Xero Director, Customer Experience - UK & EMEAMelanie is a CX-centric Director with 20+ years’ experience embedding cultures of continuous improvement to optimise customer acquisition, satisfaction, and retention. She is passionate about maintaining high service efficiency and quality levels by championing customer success, Voice of Customer (VoC) implementation, complaints handling, and transparent communications.
Melanie is currently the CX Director at Xero for UK & EMEA (global accounting software company) and has prior experience at retailers such as Waitrose, Post Office and Tesco.
Areas of expertise include:
- major change and transformation
- leading large business units and teams
Rebecca Gordon
Westminster City Council Head of Online Customer ExperienceAs Head of Online Customer Experience at Westminster City Council, Rebecca brings years of dynamic expertise in leading digital transformation within the public sector. Known for developing user-centric services that surpass expectations, they champion agile methodologies and cultivate a collaborative spirit that propels teams to new heights. Attendees will gain insights into how innovative leadership and strategic digital delivery can revolutionise public service experiences.
With a proven track record in driving impactful change, Rebecca is passionate about inspiring teams to explore new technologies and fresh approaches that elevate customer engagement and service excellence. Join this session to learn from their journey of shaping exceptional digital solutions, sparking ideas that attendees can take back to their own organisations to foster transformation and innovation.
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Vanessa Milan
Cambridge University Press & Assessment Head of Voice of the Customer, Global OperationsI am a passionate Voice of the Customer lead and a natural advocate for customers. I am skilled at engaging internal stakeholders to strategically improve the customer experience across Cambridge University Press and Assessment.
I am a self-starter and multi-disciplinary person who leads the development and execution of the Voice of the Customer programme, strategy and governance for Global Customer Service, Credit Management, Royalties, the English division Channel Partners and English and Education product platforms at Cambridge University Press & Assessment.
Karen Stewart
Standard Life Vulnerable Customer Centre of Excellence - Snr ConsultantJoining Standard Life in Q4 2021, Karen has previously supported customers in vulnerable circumstances throughout her career in both retail banking and energy services.
She supports colleagues in embedding Standard Life’s Principles and Standards, support with best practice, internal and external training and upskilling resources and supporting Standard Life Workplace client visits when looking at our vulnerability management.
Karen is active externally in focus groups and forums around vulnerability and is a Vulnerability Champion for the Collaboration Network.
Focused on providing good customer outcomes, Karen has a particular interest in inclusivity and accessibility for customers and colleagues and showcasing the work we do to support our members.
Having experienced vulnerability personally, Karen is passionate about working to remove barriers and helping people get on with living their lives.
Suzanne Lannin
Standard Life Senior Operations Design ManagerSuzanne has worked for Standard Life since 1997 and performed roles in customer service, customer proposition, change delivery and most recently as a Senior Operations Design Manager.
She uses high quality insight to design and deliver enhancements for customers that remove barriers and drive better customer experiences and outcomes. This is enhanced with the use of journey maps and journey performance insight. She has a deep understanding of customer experience through tools such as Voice of Customer, root cause analytics, complaints outcome testing and behavioural science which leads to customer led solutions that are performance tested.
Suzanne is passionate about delivering the best possible outcomes for her customers, supporting them to live their dreams and go into later life with dignity and enjoyment.
Maria Mattos
Renault Group Customer Experience Transformation Manager
Natalia Tatar
Fuller Smith & Turner P.L.C Group Sales and Events ManagerGroup Sales and Events Manager for Fullers since 2019
17 years of experience in Hospitality Sales and Events
Worked for companies like Novus Leisure and Revolution Bars
Sales Executive Apprenticeship Level 4
Member of Institute of Sales Professionals
I am a competitive and driven individual with a proven record of developing advanced sales structures and achieving consistent, sustainable sales growth. I focus my teams on delivering exceptional guest experiences as the key to outperforming their targets.
In my current role I navigate complex business landscapes, through building a strong sales and events team concentrated on enhancing customer engagement and adapting traditional sales processes to the demands of the modern digital economy.
Outside of work, I am a highly active mum of toddler who loves travelling, and spending time with her family and friends!
Naomi Sweeting
Places for People Director of Customer Research & InsightShe has worked across the public and private sector including positions at Lloyds Banking Group, Central Office of Information, The Research Factor and The University of the West of England.
Naomi is currently Director of Customer Research & Insight at Places for People, and has held previous senior roles at Grand Union Housing Group and Alliance Homes.
Naomi is passionate about understanding customers’ needs and evidencing the importance of inclusion in driving operational efficiency and customer experience.
The award-winning psychographic segmentation Naomi has developed has now been delivered for 14 housing organisations.
Andy Purcell
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Ashutosh Pandey
Eutelsat Group VP Project Management, Quality and ProcessAshutosh is a leading Global Executive in the New Economy sectors of Space Technology, Satellites and Telecommunications.
As a Transformation and Turnaround Leader, he has successfully delivered multi-dimensional cost intensive sustainable transformations bringing in more than 1 Billion Euro financial savings globally for multiple organisations.
As a Business Process Management (BPM) leader, he successfully led enterprise wide transformation of key end-to-end processes across the organisation, thereby unlocking multi-million cash and generate value via simplification, standardization and ERP consolidation (incl Digital Transformation)
As a Quality Management leader, he led successful end-to-end assessments for International standards like ISO 9001, TL 9000, CMMI, IS 27001, IS 18001, EFQM and set up Corporate ESG and Sustainability management metrics.
He has strong expertise in leading Operations and Program management (incl Global PMO), change management and executing customer transformation using continuous improvement methodologies like Lean, Kaizen, Six Sigma and Hybrid/Agile PM.
He is a Certified Lean Six Sigma Master Black Belt (CMBB), ASQ Certified Manager for Quality & Organizational Excellence (CMQ/OE), Certified Process Professional (CPP), ASQ Certified Quality Auditor (CQA), Certified Business Excellence Assessor (CBEA) on EFQM model, Certified Software Quality Analyst (CSQA), Project Management Professional (PMP) and a Fellow Chartered Manager(FCMI) from CMI UK.
Ashutosh is recognised as a cross-industry expert in Business Transformation, Operational Excellence and Lean Six Sigma and he has been a leading panellist and key speaker at multiple international forums globally since 2008.
As a trainer, he has trained 5000+ experts in various continuous improvement methodologies (lean/ kaizen/ six sigma/ design thinking/ agile).
By education, he is a Bachelor of Engineering and also holds a double MBA degree.
Laura Macleod
Virgin Money Senior Product Owner
Tim Fisher
Tapi Carpets Head of Academy
Daniel Bunton
Cleo AI Head of Customer SupportLike most actors, I became a Barista and knew how to make your coffee just right. This unexpectedly led to a role selling coffee by the kilo for a roastery.
When I stepped into the SaaS universe to head up Sales for a fresh start-up, I quickly realized the need for a robust support system. So, naturally, I took up that mantle.
Being at Cleo has allowed me to build a dynamic and empathetic team of support agents spread across the globe. Together, we've scaled our operations and enhanced user experiences from Series A to Series C...and we're just getting warmed up!
A key to our success at Cleo AI has been leveraging AI to automate processes, making customer journeys smooth and enjoyable. I find the intersection of AI and customer support to be fascinating and full of potential.
While the stage isn't my daily backdrop anymore, I keep my acting skills sharp through voiceover work. This has led to a variety of roles, including a recent gig voicing the yellow M&M.
Mark Nichols
Flagstone Head of OperationsMark has extensive experience in client success, experience and operations and is now the Director of Operations at Flagstone.
Terry Ward
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Harriet Lack
Oxford Languages Head of Customer SuccessHarriet Lack is the Head of Customer Success at Oxford Languages, bringing a decade of experience in Customer Success roles across a range of industries from Finance and Food Technology to Licensing. Harriet is renowned for her ability to build and lead Customer Success teams, driven by a passion for data-driven insights and a commitment to co-collaboration with customers.
Throughout her career, Harriet has managed customer-facing teams in both start-ups and established businesses, covering areas such as Customer Success, Service, Operations and Telesales. She specializes in establishing and growing Customer Success teams, developing effective strategies and KPIs, implementing CRMs, and leveraging data analytics to drive growth and retention.
Harriet’s expertise and dedication to customer success make her an exceptional speaker on topics related to customer success and operational excellence. Her insights and experience provide valuable perspectives for any audience looking to enhance their customer success strategies and achieve sustainable growth.
Nicola Adcock
Defence Science and Technology Laboratory (dstl) Customer Experience LeadNicola is a Customer Experience Leader who has 15 years of experience designing and improving services to meet the needs of their users. Her background is in public services and she understands the unique balance of customer requirement and public interest that exists within this sector.
Nicola has most recently established a customer focus approach which brings insights, experience and engagement together to provide a holistic change and improvement programme.
Nicola’s skills and expertise include; managing customer facing teams, designing services and service structures, embedding KPIs and data analytics, developing and embedding customer experience strategy, co-ordinating cross functional activities that lead to customer success.
Helen Luty
Landmark Information Group Head of Customer ExperienceHelen has over 20 years of Customer Service Leadership experience across a variety of B2B and B2C businesses. As Head of Customer Experience for Landmark Information Group, Helen covers service, support and success across a variety of Landmark brands, building and improving processes to ensure Landmark are easy to do business with, that focus on positive outcomes, that seek and learn from feedback and that look to the ever-evolving
needs of customers.
Helen’s passion for making a difference, cascades throughout the CX Teams and has resulted in high engagement scores and as we all know…engaged and happy teams mean engaged and happy customers.
Helen has been named in the CXM Stars Top 25 Professionals 2024 and 2025, Was awarded CX Professional of the Year at the UKCXA23, Customer Service Professional at the UK Customer Satisfaction Awards 2023 and her team won Best B2B Customer Experience at UKCXA24 and Best Use of Customer Insight at the Engage Awards 2024.
Nick Mills
Landmark Information Group National Training Manager
Russell Yeates
AWS Principal Sales Specialist for Amazon ConnectRussell has been working in the contact centre industry for the past 20 years. Starting with operational contact centre management, he has transitioned into helping clients while working for some of the leading manufacturers in the industry.
In his current role at AWS, Russell helps clients in the enterprise accounts, with specific focus on the travel and hospitality, gaming and logistics companies to achieve their CX experience goals.
Jill Scott
Women's Euro 2022 Champion, Queen of the Jungle & Soccer Aid CaptainOne of England's most decorated players, Jill Scott is one of the few Lionesses to have surpassed 150 caps. After featuring at nine major tournaments, she got a winners' medal as part of the team who won EURO 2022 on home soil. An infectious character off the pitch, and a player for the big occasion on it, the influential midfielder stepped up to the plate whenever her country needed her most. Her England career was punctuated with some key strikes – the winner against Netherlands in the EURO 2009 semi-final, the equaliser against Belgium in EURO 2017 qualifying, and the finish in the 3-0 win over Wales which sealed England’s place at France 2019. Jill began her career with her hometown Sunderland, before spending seven years at Everton and then joining City in 2013. She later had loan spells back at Everton and Aston Villa. She won her hundredth cap against Australia in 2015, before clocking up another fifty over the following six seasons. When Jill started the 3-0 win over Cameroon at France 2019, it was her eighteenth appearance at a World Cup final, the most of any England player in history. Jill retired from football as the second-highest capped player. During her time in the game, she won every domestic honour, including the Women's Super League title with City, and four women's FA Cups. Jill was voted FA Players' Player of the Year, FA International Player of the Year, and was appointed an MBE for services to women's football. She also entered the jungle and was crowned the winner of I’m A Celebrity Get Me Out of Here.
Alex Scott MBE
BBC Sport and Sky Sports Former professional footballer, pundit and presenterCommentary line up. Alex has been involved in co-presenting Match of the Day Kickabout most Saturday mornings as well as forming part of the presenting team for The Women’s Football Show on Sunday evenings. She also took to writing a weekly women’s football column in the Morning Star and is a regular face on Premier League Productions’ Fan Zones. Away from the world of football, Alex took part in and won Bear Grylls: Mission Survivor and the Sports Relief Strictly Come Dancing special in 2018. Along with her achievements in broadcast, Alex has undertaken some exciting commercial and ambassadorial opportunities. In 2018, Alex began her partnership with Cadbury’s alongside Jamie Redknapp and Ian Wright, which is to continue into this year. She has also begun an ambassadorial role with Nike and is continuing her relationship with Barclays as a key spokeswoman for their move into the world of Alongside this, Alex is an ambassador for Arsenal Football Club. Alex is also heavily involved in charitable projects, working with Premier League Communities and launching the Sky Ocean Rescue and Premier League Plastic Pollution Challenge. She also opened The Alex Scott Academy in 2012 in partnership with Kingston College and Puma, the first of its kind for women in the UK. Alex wanted to create an academy system that not only focused on training but also focused on working towards qualifications, providing players with an unrivalled calibre of training, skill development and match play all while promoting excellence in the class room as well.
Gail Emms MBE
Former World Champion Badminton playerWith Team GB achieving unprecedented Olympic success and the whole of the United Kingdom fascinated by the sporting world, Gail Emms MBE is an icon of British sporting success. Former world champion and having won a silver medal at the 2004 Athens Olympic Games with mixed badminton doubles partner Nathan Robertson, the sporting star can now look back on a career that saw her reach the very top of her sport. As one of Britain’s inspiring Olympians, Gail represents the very best of the nation’s sporting offering. Playing badminton from the age of four, she has shaped her career around the sport and began representing her country in 1995. Her appearances in both women’s and mixed doubles tournaments have seen her awarded with gold, silver and bronze medals and she consistently achieved results that saw her reach the top of the world rankings. Inspired by her family’s love of sport, Gail was destined for a glittering career. Now retired from professional competition, she has turned her attentions to sharing the hugely positive impact that sport can have on life and well-being, working as an ambassador for sport and inspiring young people to be more active.
Mark Kerr
BNP Paribas Real Estate Head of Customer Experience
Rebecca Powell
Ella's Kitchen Head of Customer CareAn experienced Customer Care Manager with over 12 years of expertise in the field of Customer Experience. With a passion for delivering exceptional service, Becky has successfully led teams in various industries, ensuring customer satisfaction and loyalty. Throughout Becky's career, she has consistently focused on developing and implementing strategies that enhance the overall customer journey. Adept at building and empowering cross-functional teams, focussing on exceeding customer expectations, increasing engagement and driving brand love on social media.
David Walker
OVO Head of Lifetime Customer Value
Matt Roberts
Formula E VP Business IntelligenceMatt have over 20 years experience in data and insight, working for a number of sports broadcasters ( Eurosport, ESPN, BT Sport and Sky Sports) before joining F1 as Global Research director in 2017 where he headed up the research and insight department, managing all BI reporting and strategic insight for the business. In 2021, he joined Formula E to set up their insight function and is currently VP of Business Intelligence.
Divya Kerslake
Utility Warehouse Head of Customer Marketing
Leigh Hopwood
CCMA CEOAs Chartered Marketer and Honorary Fellow of the Chartered Institute of Marketing, Leigh joined the Board of the CIM in 2014, becoming Chair for three years in 2016 where she led a transformation of the organisation across culture, governance and customer experience, turning significant losses into three consecutive years of profit. She continues to give back to this community and is a Trustee on the CIM Benevolent Fund.
For the last 25 years Leigh has been helping organisations develop their marketing capability. Having led marketing functions for IT companies specialising in niche markets, she has spent time as a business advisor and a marketing coach supporting marketing professionals at all levels.
Nick King
AutoTrader Insights DirectorNick joined Auto Trader in January 2007 running Business Intelligence and in 2010 built the retailer insight team running master classes and webinars. He also makes short films to evangelise about data and Insight and speaks regularly at conferences in Europe, Canada and North America.
Nick is also a visiting lecturer in consumer psychology at Anglia Ruskin University, Cambridge.
After graduating from Loughborough in 1986 , Nick spent years in advertising and planning at Dorlands and Lintas, was a guitarist with Great Northern Electrics, a publisher on HiFi magazines at Petersen/EMAP and a research Director at Media agency Carat/Difiniti responsible for a team of researchers advising a range of Blue-chip clients on the development of their marketing and communications strategies in the Digital arena.
Carl McCartney
Les Mills Global Sales Enablement Director (Global Markets)Carl McCartney is Global Sales Enablement Director (Global Markets) for Les Mills. Carl started his Les Mills career as a National Trainer/ Presenter 20 years ago and has held a number of key roles within both the global and UK business, including working in both the German and Nordics markets and also working centrally as Global Performance Development Director.
This breadth of industry experience has allowed Carl to build unparalleled expertise in the Health and Fitness industry. He is dedicated to helping club partners build healthier businesses, working with them to achieve their business goals and supporting member retention and recruitment challenges.
Sabina Onwuka
London Borough of Barking and Dagenham Head of Customer ServicesSabina Onwuka is an award winner in Customer Experience and Innovation. She is also a champion of Customer & Colleague Experience. A passionate & knowledgeable Public Speaker she engages and inspires audiences with a dynamic approach tailored to their specific needs. A Coach, a Mentor and Leader with a genuine desire to support young leaders to be a better version of themselves for tomorrow's world. Sabina teaches how to foster team spirit, resilience, team motivation and confidence. She demonstrates how to create a safe place for people to express their concerns in any workplace situation, which is more important than ever. Sabina sits on the Standard Advisory Board of the Contact Centre Management Association, is a Chair of governors at her local primary school and Heads the Customer Services department at The London Borough of Barking & Dagenham.
Jo Eighteen
Biffa Head of Customer ExperienceAs the Head of Customer Experience at Biffa, Jo has over 25 years’ experience in customer service and CX management across a number of different sectors. Previously working in Financial Services and the Automotive industry, Jo has led customer contact centres across multiple customer segments, implemented and managed voice of customer programmes and TQM initiatives, and as a Lean Six Sigma Black Belt, has managed multiple continuous improvement projects. In her current role, Jo has led the creation of a CX function within Biffa, establishing a team covering CX Data & Insight, CX Strategy & Communication and CX Business Improvement to change process, culture and behaviour within the company.
Matias Quintanilla
Virgin Media O2 Head of Customer MonitoringExperienced, dynamic and risk-taking, describes Matias Quintanilla, Head of Customer Monitoring at Virgin Media O2.
Quintanilla started working in the telco industry at the young age of 19 when he co-founded Skynet Communications together with his father, a small ISP company in Buenos Aires, while studying for his Telecommunications Engineering degree.
He then worked for Alcatel Lucent and Huawei before joining Telefonica Argentina and rose to Head of Radio Network Planning while finishing his MBA.
Transferred to the UK in 2018 to head the Performance Management & Data Analytics team at O2 Telefonica UK.
In 2019 he was appointed Head of Customer Experience Monitoring at O2 and by the end of 2021 he received the additional responsibility of the fixed services side as well with the Virgin Media joint venture, heading up the new Customer Monitoring Team for the newly merged Virgin Media O2.
Pietro Cagnina
NatWest Strategic Enablement and Change Delivery Lead - Rooster MoneyPietro is Strategic Enablement and Change Delivery Lead for NatWest Rooster Money, part of the NatWest Youth and Family team within the bank's retail arm. Pietro has worked in the bank for 7 years holding various positions within procurement and organisational transformation.
Before joining Rooster, he supported the retail bank's change programme towards an end-to-end customer journey model. He subsequently leveraged his experience to build a single framework for guiding this type of change across the wider organisation before supporting the commercial bank's adoption.
Pietro holds a joint Masters degree in Economics and the Management of Innovation and Technology from Bocconi University, Milan, and Católica Lisbon School of Business & Economics.
Isobel Mills
Bloom & Wild Director of Customer Delighta huge advocate both for Customer Service as a rewarding and vibrant career option, and for all businesses to give all teams opportunity and encouragement to engage directly with their customers and customer service teams. She leads the Customer Delight team across two brands, eight markets and multiple channels. She has over eight year’s experience of working with Bloom & Wild, growing the function from a start up team of 2 through to the 41 strong team working with three outsourced agencies that delights customers all over Europe.
Kimberley Anthony
Tide Head of Engagement
Stuart Irvine
Heathrow Airport Digital Orchestration Lead
Callum Whitton
Formula E Senior Fan Experience ManagerCallum has been working across major sporting events for the past 10 years with a focus on fan engagement, hospitality and brand activation. In his current role, Callum oversees the event experience across all Formula E races ensuring consistency, quality and innovation across the spectator journey whilst designing the Allianz Fan Festival across various international markets. Callum enjoys unlocking the potential in new markets and designing fan engagement programmes that entertain, educate and elevate the customer experience.
Rosie Bailey
CitySprint Customer and Commercial DirectorRosie is responsible for CitySprint’s customer engagement strategy, focusing on attraction, acquisition, retention, and growth, and leading the Customer Experience programme including marketing, contact centres and the customer service organisation. Rosie also leads on pricing strategy, new business sales and the account management & development of CitySprint’s account customer base. Rosie is the sponsor for customer facing technology including the Salesforce CRM platform and has also led multiple change and business process improvement projects within the organisation. Rosie is part of the leadership team that in 2021 took CitySprint through a successful trade sale to Geopost Group, owners of DPD. With over 25 years’ logistics experience, Rosie led the strategic account management programme for the industrial and 3PL sectors at City Link before joining CitySprint in 2013.
Emma Cottle
Newcastle Building Society Digital Marketing ManagerEmma Cottle is an experienced marketing professional with over 13 years experience in leading award winning teams, digital transformation projects and marketing initiatives to deliver growth to organisations through marketing strategy, digital content, improved UX, quality communications, plans and processes designed with customers at the heart.
Matthew Harwood
Natwest Head of Customer Communications
Karen Stewart
Standard Life Vulnerable Customer Centre of Excellence - Snr ConsultantJoining Standard Life in Q4 2021, Karen has previously supported customers in vulnerable circumstances throughout her career in both retail banking and energy services.
She supports colleagues in embedding Standard Life’s Principles and Standards, support with best practice, internal and external training and upskilling resources and supporting Standard Life Workplace client visits when looking at our vulnerability management.
Karen is active externally in focus groups and forums around vulnerability and is a Vulnerability Champion for the Collaboration Network.
Focused on providing good customer outcomes, Karen has a particular interest in inclusivity and accessibility for customers and colleagues and showcasing the work we do to support our members.
Having experienced vulnerability personally, Karen is passionate about working to remove barriers and helping people get on with living their lives.
Sham Haque
The LEGO Group Senior Engineer - Contact Centre TechnologyHe's spent his career to date learning, and continues to enjoy being challenged with new problems to solve, and new skills to acquire. Sham loves meeting new people and learning from them, as well as hoping he can share back his experience and knowledge.
A proud husband of 20+ years, father of one near-teenage daughter, and when he gets the chance, loves the mindfulness brought from building a LEGO set.
A keen runner – though he discovered it quite late in life, and now heads up the running club at work and feels frustrated if he cannot get out for a run at least three times a week.
Anna Wilcox
Bupa Head of Customer ExperienceAnna is an established customer experience and marketing professional with a proven track record of delivering excellent commercial performance over the 20 years of my career.
I started my career in marketing, planning and driving growth for large corporate organisations across industries such as health insurance, the motor trade, pharmacy and IT. Over the years my passion for marketing sparked an interest in customer behaviour and 6 years ago I moved into the Customer Experience profession.
I now head up the Customer Experience function at Bupa Insurance, aiming to be the world’s most customer centric healthcare organisation.
All helping to achieve our purpose of helping people live longer, healthier and happier lives and making a better world.
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Hans van Dam
Conversational Design Institute CEO
Francesca Rea
NewDay Director of Contact Centre and Client Delivery
“The information was great and enabled a better understanding of some topics that can often be hard to digest. The different sectors/speakers gave a wider perception on what was happening in both the public and private sectors and showcased many of the efforts taken to improve CX.”Digital Journey Manager, Vodafone Group
“The lead into the event was really welcoming and encouraging - I liked seeing relevant and interesting topics on the agenda, being facilitated to view & connect with other attendees, and the regular reminders to attend. The event itself was at a great location and the facilities/welcome were fab. The speakers were really on-topic for customer engagement and provided lots of ideas that I can take back and apply in my own organisation and use to motivate my teams for success.”VP Customer Cperations, OneAdvanced
“Genuinely one of the best-run and most informative events of the year. The speakers were engaging and knowledgable, event and venue staff were very helpful, the venue was excellent, and the overall atmosphere was really nice. For a free admission event, the value exceeds some ticketed/paid events! Looking forward to next year's event already!”Customer Experience & Events Manager, Fluix
“I thoroughly enjoyed attending this event. Really insightful agenda topics and was great to hear from so many leaders in Customer Engagement & CX.”Customer Delivery Manager, Correla
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