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.
The Brewery, London – Tuesday 26th November
defining a new era of customer engagement
KEY FACTS
1000+ Attendees
100+ presentations
roundtable sessions
CASE STUDIES, INTERVIEWS & PANEL DISCUSSIONS
1-2-1 MEETINGS
What to expect
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.
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.
Emma Perkins
Experian Head of CX Strategy EMEA & APACOver the past 5 years Emma has driven the Customer Experience agenda delivering change and CX improvements across the EMEA and APAC region delivering significant increases in Relationship NPS scores year after year. Leading the CX programme across 12 countries to deliver actionable insights and improvement activities, collaborating across multiple functions and levels within the organisation. Understanding the value of CX and the impact on business outcomes has been key to success.
Emma is committed to health and wellbeing and prior to joining Experian was fortunate to work in the fitness industry combining her love of being active outside with great Customer Experiences.
Specialties:
Customer Experience and Loyalty measurement
Market development
Driving change
Customer feedback mechanisms
Lean Six Sigma Black Belt
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
Alessandra Canavesi
AXA Investment Managers Head of Digital Marketing & Customer ExperienceAlessandra Canavesi is an experienced international marketing and communications director with dual Italian and British citizenship, based in London. With over fifteen years in the industry, she has been leading marketing projects across globally, particularly within blue-chip financial organizations.
Currently, Alessandra is the Head of Marketing and Customer Experience at AXA IM Alts, a global leader in alternative investments. Since joining in 2016, she has driven significant results through innovative digital initiatives and strategic collaboration, leading to record capital-raising years, increased client engagement, and improved marketing ROI.
Her previous roles include Head of Marketing at LaSalle Investment Management, Senior Manager at M&G Asset Management, and marketing positions at Investec Private Bank and HSBC Group. Alessandra holds a Master’s degree in Classics and Philosophy from the University Statale of Milan and is fluent in Italian, English, and French.
Charlotte Burridge-Taylor
Volvo Head of Training for Global Customer CareStrategic, results-focused leader, driving commitment to excellence through learning development and delivery and expert management of teams and processes.
My motorsport background gives me a unique perspective when it comes to premium brands which I have been able to use in the classroom to really bring training programmes to life and drive forward excellent results. Experience with premium brands has also given me a clear understanding of corporate guidelines, KPI’s, processes and the importance of striving for the highest level of customer satisfaction.
Samantha Lewis-Williams
Financial Times Head of Marketing Automation
Dina Hassan
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Anna Wilcox
Bupa Head of Customer Experience
Chloe Rice
Shutterstock Director, Global Customer Experience.png?width=400&name=Vanessa%20Milan%20(1).png)
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.
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.
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.
Gemma Robertson
Standard life Senior Operations Design ManagerGemma has worked for Standard Life since 2000 and performed roles in direct customer sales, customer retention and growth, customer proposition and most recently as a Customer 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.
Gemma 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
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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.
Deborah Winfield
Clinisupplies Chief Consumer Officer
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.
Rebecca Jones
Access PaySuite Director of Customer SuccessRebecca Jones is the Head of Customer Success at Access PaySuite, the payments division of the Access Group. Rebecca is a senior commercial leader specialising in Customer Success, team building, and payment innovations. She started her career on Wall Street, working in traditional Financial Services and, in 2020, pivoted into the FinTech SaaS start-up space in order to build and scale cutting-edge technology companies. Alongside full-time work Rebecca earned an MBA from Warwick Business School, focusing on entrepreneurship and innovation. Rebecca is active speaker and mentor in the London FinTech and Payments ecosystem, currently serving as the London chapter lead for the Women of Customer Success global community, and recently included in the Women in FinTech Powerlist, by Innovate Finance. Rebecca grew up in Sunny California but has called the UK home for over a decade.
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.
Helen Luty
Landmark Information Group Head of Customer Experience
Marcus Hickman
Davies Hickman Managing DirectorJo and Marcus are founders of Davies Hickman Partners, set up in 2007. Responsible for one of the longest-running tracker studies of customer contact – The Autonomous Customer – they are market research advisers to the customer experience and contact centre industry, that includes some of the leading customer service associations. In 2023, Davies Hickman Partners were finalists in the Content Marketing Institute awards for research on AI for CX. Jo is on the BSI and ISO committee responsible for developing Contact centre, Customer service excellence and Complaint handling standards.
Jo Davies
Davies Hickman Global Director of Market ResearchJo and Marcus are founders of Davies Hickman Partners, set up in 2007. Responsible for one of the longest-running tracker studies of customer contact – The Autonomous Customer – they are market research advisers to the customer experience and contact centre industry, that includes some of the leading customer service associations. In 2023, Davies Hickman Partners were finalists in the Content Marketing Institute awards for research on AI for CX. Jo is on the BSI and ISO committee responsible for developing Contact centre, Customer service excellence and Complaint handling standards.
Frank Sherlock
CallMiner VP of International
Luke Atkins
Front Senior Customer Support Specialist
Subrahmanya Siddaarth Turaga
Freshworks Senior Customer Success ManagerAt Freshworks, I am currently empowering businesses to optimally leverage our product suite thereby helping them achieve their desired business outcomes.
Steve Baxter
Zoho Enterprise Marketing Manager UK'Steve has worked in B2B marketing for over 30 years. He joined Zoho in March 2022. During his career, Steve has worked for a wide variety of company types: big multinationals like Kyocera and Zoho, SMEs in the West Midlands and even for himself.
When he's not working, he's drumming in his rock band, following F1 or being dragged into equine activities by his wife and daughter.
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Jim Miller
Medallia Senior CX Consultant
Lisa Garthside
Medallia Director, Professional Services
Mike Stewart
ArvatoConnect Head of Digital Practice
Joseph Jack
ArvatoConnect Head of Compliance
William Lynch
Freshworks Lead AE - Enterprise | UKIAward-winning SaaS sales AE with over 6 years of experience. A proven track record of overachieving in closing roles. A wealth of expertise in B2B in Commercial and Enterprise SaaS Sales. Passionate. Positive. Persistent.
"People will forget what you said, people will forget what you did, but people will never forget how you made them feel."
- Maya Angelou
Aslesha Nargolkar
Freshworks CX Lead Solutions EngineerI also lead a global webinar program to increase presales scalability for mid-market deals, and mentor and train the wider European team as a Lead CX Solution Engineer. I hold a Master’s degree in Computer Science and Engineering, and two AWS certifications: Solutions Architect and Developer. I have expertise in various programming languages, scripting, web programming, and operating systems, as well as in application design, development, testing, documenting and product support.
Simran Kaur
Freshworks Enterprise Account DirectorMy success is based on an audience-centric approach, value-based selling & relationship building. Whilst I focus on achieving critical business goals.
Curious and ambitious to learn, I have enjoyed the challenge of many different industries, including IT, Research & Advisory, Advanced Manufacturing, Business Services, Energy & SaaS.
Creating a culture of equality & empowerment is very important to me, and I find great fulfillment through my volunteering activities with Khalsa aid and Thrive with mentoring. Amongst other things, my ambition is driven by my desire to be a positive role model to my 2 boys, encouraging them to build careers and lives of purpose and passion.
Tom Barrie
SmartSurvey Head of ProductI'm a people focused product manager and coach. I love building happy, multi disciplinary teams that collaborate effectively to solve challenges for users and organisations all over the world.
Over the last 10 years I've had the pleasure of working with clients such as Google, NatWest, Mozilla, Fiat Group, Kia, Subaru UK and the RAC as well as regional SMEs and startups.
Eric Jorgensen
Zendesk VP Sales, EMEASoftware sales leader with 20 years experience. Gained valuable experience building teams supporting hyper growth companies as they enter or expand in EMEA across all verticals.
Strong track record of over achieving sales targets, mentoring and coaching teams to exceed their potential and building long lasting relationships with customers and partners via a direct, honest and open approach.
Matthew Bell
Telesign Regional Director, EMEAMatt is an accomplished Global revenue and sales leader with over 25 year’s experience in software and communications.
Matt has a deep understanding of the UCaas, CCaaS and CPaaS marketplaces which can be shown by the senior positions he has held at organisations such as Sinch, Vonage and 8x8.
Kathryn Simons-Porter
Local Measure EMEA Sales VPKathryn has worked with Contact Centres and their associated leaders for over 20 years across the EMEA region, is a certified CX Specialist and holds a Post Grad in 'Applied CX and Emotional Intelligence'. Kathryn's co authored book is due to be published in December, which talks to the role of Emotional Intelligence in the workplace and how this can be cultivated through use of Generative AI.
In Kathryn's role at Local Measure at VP of Sales for EMEA, Kathryn works across all sector verticals to guide organisations on successful contact centre optimisation programs.
Pete Aitken
Kantar UK Head of Customer StrategyAs Kantar's UK Head of Customer Strategy, Peter supports an award-winning team of CX professionals. His team deliver platform-based experience measurement programmes across sectors, using this data to shape the customer strategy and inform experience innovation. In 2024 the Kantar CX team were awarded Best Use of Customer Insight by the Institute for Customer Service for their work with Virgin Atlantic, using Medallia’s experience management tech to identify where to improve their customer experience.
Peter leads the development of Kantar’s latest methods for CX strategy and insight, bringing a unique perspective for how customer experience is a critical enabler of brand growth. He draws from 16 years’ experience in research and consulting, with nearly 10 years in financial services, incl. HSBC, NatWest, LBG and Nationwide, plus experience across telco, energy, retail, auto and tech manufacturing.
Jamie Thorpe
Ipsos Head of Experience Management (XM)Jamie is a CX professional with over 20 years’ experience. The majority of his career has been spent in Client Success/Service previously holding two board level positions and now Head of Experience Management (XM) at Ipsos. Jamie’s expertise spans Offer, Marketing, CX Platforms, Professional Services and Delivery. He is industry recognised as a CX leader in the UK (#3 in 2022). His in depth of CX knowledge combined with a commercial and pragmatic/action-oriented style has seen Jamie deliver success with many clients across sectors and geographies.
Jean-Francois Damais
Ipsos Global Chief Research Officer
Martin Hill-Wilson
Brainfood Consulting Founder
Gerry Brown
Customer Lifeguard Chief Customer Officer
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.
Vinay Parmar
Druva Star Founder
Brian Manusama
Actionary Executive Partner
9.00 - 9.10
Opening Remarks
Our Main stage Morning Host Martin Hill-Wilson sets the scene for a day discussing "The Pivotal Role of Human-Centricity in Cultivating Customer Belonging".
Speaker:
Martin Hill-Wilson
Brainfood ConsultingFounder
9.10 - 9.30
Opening Keynote: The UK CX Report 2023
For most of us, times are still challenging. While the immediate pandemic threat has receded (but not disappeared), many other factors – political, economic, social and environmental – continue to disrupt our lives. In today’s polycrisis world, lives are changing – often not for the better – and customers are adjusting their priorities, expectations and loyalties as a result.
More than ever, building strong relationships by delivering what customers really want and need is a business imperative for organisations wanting to secure and grow market share and revenue.
Join our Opening Keynote session where we reveal the findings from our joint ‘2023 Global Voices of Experience’ research with Ipsos.
We’ll be revealing why the top three priorities for CX teams are:
- Focusing on strategic roadmaps
- Delivering personalised customer experiences
- Closing the gap between brand promise and CX delivery
Speakers:
Jean-Francois Damais
IpsosGlobal Chief Research Officer
Jamie Thorpe
IpsosHead of Experience Management (XM)
Jamie is a CX professional with over 20 years’ experience. The majority of his career has been spent in Client Success/Service previously holding two board level positions and now Head of Experience Management (XM) at Ipsos. Jamie’s expertise spans Offer, Marketing, CX Platforms, Professional Services and Delivery. He is industry recognised as a CX leader in the UK (#3 in 2022). His in depth of CX knowledge combined with a commercial and pragmatic/action-oriented style has seen Jamie deliver success with many clients across sectors and geographies.
9.30 - 9.50
The Intelligent Heart of Customer Experience: Harmonising AI and Human Empathy with Zendesk & Liberty London
Speakers:
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Matthias Goehler
ZendeskChief Technology Officer, EMEA
Ian Hunt
Liberty LondonCustomer Service Director
9.50 - 10.10
Headliner: An Interview with Alex Scott MBE, Former Arsenal Captain, England Centurion and BBC & Sky Sport Presenter
Our exclusive Opening Keynote features an interview with Alex Scott MBE, hosted by Gail Emms MBE, Former World Badminton Champion and icon of British sporting success. We’ll be focusing on:
- High-Performance Team Mentalities
- Building Successful Teams
- Leadership and Becoming Your Best Self
- Overcoming Adversity
- Breaking Through Glass Ceilings as a Female in a Male-Dominated Industry
Speakers:
Alex Scott MBE
BBC Sport and Sky SportsFormer professional footballer, pundit and presenter
Commentary line up. Alex has been involved in co-presenting Match of the Day Kickabout most Saturday mornings as well as forming part of the presenting team for The Women’s Football Show on Sunday evenings. She also took to writing a weekly women’s football column in the Morning Star and is a regular face on Premier League Productions’ Fan Zones. Away from the world of football, Alex took part in and won Bear Grylls: Mission Survivor and the Sports Relief Strictly Come Dancing special in 2018. Along with her achievements in broadcast, Alex has undertaken some exciting commercial and ambassadorial opportunities. In 2018, Alex began her partnership with Cadbury’s alongside Jamie Redknapp and Ian Wright, which is to continue into this year. She has also begun an ambassadorial role with Nike and is continuing her relationship with Barclays as a key spokeswoman for their move into the world of Alongside this, Alex is an ambassador for Arsenal Football Club. Alex is also heavily involved in charitable projects, working with Premier League Communities and launching the Sky Ocean Rescue and Premier League Plastic Pollution Challenge. She also opened The Alex Scott Academy in 2012 in partnership with Kingston College and Puma, the first of its kind for women in the UK. Alex wanted to create an academy system that not only focused on training but also focused on working towards qualifications, providing players with an unrivalled calibre of training, skill development and match play all while promoting excellence in the class room as well.
Gail Emms MBE
Former World Champion Badminton player
With Team GB achieving unprecedented Olympic success and the whole of the United Kingdom fascinated by the sporting world, Gail Emms MBE is an icon of British sporting success. Former world champion and having won a silver medal at the 2004 Athens Olympic Games with mixed badminton doubles partner Nathan Robertson, the sporting star can now look back on a career that saw her reach the very top of her sport. As one of Britain’s inspiring Olympians, Gail represents the very best of the nation’s sporting offering. Playing badminton from the age of four, she has shaped her career around the sport and began representing her country in 1995. Her appearances in both women’s and mixed doubles tournaments have seen her awarded with gold, silver and bronze medals and she consistently achieved results that saw her reach the top of the world rankings. Inspired by her family’s love of sport, Gail was destined for a glittering career. Now retired from professional competition, she has turned her attentions to sharing the hugely positive impact that sport can have on life and well-being, working as an ambassador for sport and inspiring young people to be more active.
10.10 - 10.30
Great CX Through Empowered Agents – Self-Serve Agent Culture at Utility Warehouse
Learn how Utility Warehouse’s innovative strategy allowed them to reimagine their CX, drive engagement, and adapt to a competitive business environment. Arianne Buhari and her team’s award-winning approach empowers their agents, fosters an empowerment culture with an emphasis on agent self-serve, and, of course, helps customers and families save money. Hear Arianne’s inspiring story of how Utility Warehouse built a CX culture of growth with the agent and the customer at its heart – and you can too.
Speakers:
Keith Barrow
VerintDirector, Solutions Consulting
Arianne Buhari
Utility WarehouseOperational Change Manager
10.30 - 11.00
Coffee Break
Head to the Expo Hall to meet our sponsors, network with industry peers and enjoy a coffee with a delicious snack prepared by ex-Nobu chef Tom Gore.
11.00 - 11.20
The Future of Customer Engagement is Conversational: How To Ensure Better Business Results with Conversational Engagement Strategies
It is clear that the digital age we are living in has increased consumer expectations of brands and how we engage with them. We know that consumers now want communication to be on their terms- on a channel and at a time that suits them. But with shrinking budgets, difficulty tracking consumers due to the death of the third-party cookie, and siloed teams and tech stacks, how can we ensure we continue to meet (and exceed) our consumer's engagement preferences?
In this session, we'll explore how businesses like yours are elevating their communications strategies to deliver exceptional customer experiences, through conversational engagement.
Speakers:
Chris Osborne
MessagebirdHead of EMEA North
Leon Widdicombe
MessageBirdBusiness Development Director
11:20 - 11:40
Fireside Chat with Matthew Harwood, Head of Customer Communications at NatWest
Matthew will be delving deeper into how NatWest have transformed customer experience through digital transformation.
Speaker:
Matthew Harwood
NatwestHead of Customer Communications
11.40 - 12.00
Everything You Thought You Knew About Traditional Chatbots
Speaker:
Dylan Bowman
AdaCustomer Solutions Senior Director
12.00 - 12.20
Panel Discussion: It’s a Journey: What Are the Current Challenges and Opportunities in Customer Engagement?
Speakers:
Gabriel Ross
Homeprotect Home InsuranceHead of Customer Strategy
Kimberley Anthony
TideHead of Engagement
Rozanna Short
GTR (Govia Thameslink Railway)Customer Experience Design Manager & Co-chair of The Women’s Network
Rozanna has been passionate about working with customers since her first job as a waitress at 15. After working in hospitality, she worked in Financial Technology for c.10 years before leaving her role as Customer Service Manager at what was then Spire Payments (formerly Hypercom – now Castle Payments), to join Govia Thameslink Railway in 2019. After working as Customer Relations Improvement Manager for 2 years she was promoted to Customer Experience Design Manager and is also proud to be the Co-chair of their Women’s Network.
12.20 - 12.40
Innovation in CX Insight: Understanding Emotion Unlocks Powerful New Insight to Deliver Premium Experiences
Knowing how people humanize their experiences inspires action in a way that CX scores alone simply cannot achieve. Understanding people’s deeper emotional response, as well as their stated attitudes and scores, opens a whole new dimension of understanding which allows organisations to transform insights into meaningful actions.
Speaker:
Steve Brockway
MaruChief Research officer
Steve is a 30-year research veteran who drives client outcomes and relationships through advisory support on methods, platform capabilities and implementation, He has published thought leadership articles on CX metrics advising clients on best implementation for success and engagement. He has developed company IP through creating a new unique platform capability utilizing AI to classify unstructured text and automate driver analysis capabilities. He Increases quality of insight and actionability through launching and training new software capabilities, including system 1 capabilities to humanize data beyond the rational response.
12.40 - 13.40
Lunch Break
Head to the Expo Hall to enjoy a delicious free lunch, chat with peers and meet our sponsors.
13.40 - 14.00
Meet our Industry Leaders: A Fireside Chat with Nathan Sanders, Head of European Contact Centres at Ford
New for our 2023 agenda, we're interviewing some of the industry's most successful and experienced professionals and talking about their careers, how they've become a senior leader within the industry and the highlights (and some of the challenges) they've faced.
This interview is with Nathan Sanders, Head of European Contact Centres at Ford. Nathan will be delving into detail about his 27 year career at Ford and sharing how he's worked his way through 13 different promotions in this time.
Speaker:
Nathan Sanders
FordHead of European Contact Centres
Hello - I am Nathan Sanders and I am the Ford of Europe Customer Relationship Centre manager. Been at Ford 27 years holding 13 different positions within this time.
I am married with three children, 6, 15 and 17.
I enjoy watching all sports and play golf when time allows. Also enjoy DIY and gardening.
My experience covers finance, audit, dealer support for both sales and aftersales
I have always been keen to learn about the customer and deliver a service that produces a response of ‘ that was excellent’
At Ford not only are vehicle preferences and uses evolving, so are customer expectation on support and feeling part of a family or community.
As the electric evolution continues, the relationship Ford has with its customers is changing and my team are seeing these changes every day.
14.00 - 14.20
JLR: Reimagining the Voice of The Customer
Speakers:
Damian Long
IpsosDirector
Andy Walker
MedalliaStrategic Sales Director
James Livingston
JLRGlobal Customer Experience Insights Manager
14.20 - 14.40
Newcastle Building Society Case Study: An Inclusive Approach to Inclusion
Speakers:
Emma Cottle
Newcastle Building SocietyDigital Marketing Manager
Emma Cottle is an experienced marketing professional with over 13 years experience in leading award winning teams, digital transformation projects and marketing initiatives to deliver growth to organisations through marketing strategy, digital content, improved UX, quality communications, plans and processes designed with customers at the heart.
Lynne Pitwood
Newcastle Building SocietyHead of Customer Experience
Lynne has an abundance of knowledge and 22 years of professional experience in marketing and customer service. Lynne is the Head of Customer Experience at Newcastle Building Society, having graduated from the University of Lincoln with a Bachelors degree in Business studies and a Masters degree in Strategic Leadership from Loughborough University.
14.40 - 15.00
AI and Its Place in the Contact Centre
Speaker:
Nadine Edmondson
EvaluAgentDirector of Product Marketing and GTM
15.00 - 15.30
Coffee Break
Head to the Expo Hall to meet our sponsors, network with industry peers and enjoy a coffee with a delicious snack prepared by ex-Nobu chef Tom Gore.
15.30 - 15.45
Meet Our Industry Leaders: A Fireside Chat with Lindsay Mitchell, Head of Customer Service Experience at Harrods
New for our 2023 agenda, we're interviewing some of the industry's most successful and experienced professionals and talking about their careers, how they've become a senior leader within the industry and the highlights (and some of the challenges) they've faced.
This interview is with Lindsay Mitchell, Head of Customer Service Experience at Harrods. Linday is passionate about linking CX and EX and is a people-orientated leader. She loves to master new challenges and sees problems as an opportunity to innovate.
After over 20 years at Phillips, Lindsay has recently moved into a key leadership role at Harrods and is responsible for the delivery of world class service and setting a culture of consumer obsession, ensuring Harrods is consistently seen as the world's greatest luxury shopping destination.
Speaker:
Lindsay Mitchell
HarrodsHead of Customer Service Experience
A Strategic Head of Customer Engagement & Experience who has a relentless passion to ensure customer centricity sits at the heart of the business. I have often been told I have Grit; positivity, perseverance, and passion towards achieving long term goals. I love to master new challenges and see problems as an opportunity to innovate. I have enjoyed a long career working across a variety of both B2C and B2B businesses and functions enabling broad vertical experiences and exposing me to the full spectrum of business models. My diverse background in sales, operations, customer experience, business marketing, digital marketing and eCommerce has delivered insights that allow me to successfully deliver value to different customer audiences. I continually strive for new assignments that not only stretch myself but build new perspectives on the customer. I am passionate about leading teams that love to test, design and explore programs that enrich and influence customer relationships and overall improve customer experience. I drive and lead change, am an effective communicator and draw energy from managing people and developing talent
15.45 - 16.00
Accelerate Bot Development & Customer Engagement with Strategic Use of LLMs
For organizations that are doubling down their focus on customer-centricity, leveraging the power of AI and LLMs to bolster their Bot-driven self-service channels and customer engagement offers game-changing potential. These amazing technologies can accelerate Bot design, development, testing and delivery, but only if implemented strategically.
In this session, Sr. Director of Digital at Cyara, founder of the leading conversational AI optimization platform, and LLM and Bot enthusiast Christoph Börner will present on the potential benefits and key strategies for utilizing LLMs to create human-like, goal-driven Bots that are ready to understand and respond to your customers’ chats, queries, and sentiment, and also provide guidance and solutions for managing the risks and challenges that LLM-built Bots may inevitably introduce if they are built without the right guardrails.
Speaker:
Christoph Borner
CyaraSenior Director, Digital
16.00 - 16.15
Defining the Future of Experience in Sport: A Fireside Chat with Callum Whitton, Senior Event Experience Manager and Matt Roberts, VP Business Intelligence at Formula E
Speakers:
Callum Whitton
Formula ESenior Fan Experience Manager
Callum has been working across major sporting events for the past 10 years with a focus on fan engagement, hospitality and brand activation. In his current role, Callum oversees the event experience across all Formula E races ensuring consistency, quality and innovation across the spectator journey whilst designing the Allianz Fan Festival across various international markets. Callum enjoys unlocking the potential in new markets and designing fan engagement programmes that entertain, educate and elevate the customer experience.
Matt Roberts
Formula EVP Business Intelligence
Matt have over 20 years experience in data and insight, working for a number of sports broadcasters ( Eurosport, ESPN, BT Sport and Sky Sports) before joining F1 as Global Research director in 2017 where he headed up the research and insight department, managing all BI reporting and strategic insight for the business. In 2021, he joined Formula E to set up their insight function and is currently VP of Business Intelligence.
16.15 - 16.30
How Generative and Predictive AI Are Revolutionizing the Customer Support Experience
In today's business landscape, the evolution of customer support and success has created both challenges and opportunities, necessitating innovative solutions to improve efficiency and effectiveness. Join us for a presentation by Krishna Raj Raja, the CEO of SupportLogic, as he delves into the possibilities for AI-driven observability over customer support and success. In this session, he will shed light on the key trends, technologies, and strategies that are reshaping the customer service landscape. Key Points:
- Convergence of Customer Support and Success: Hear how the traditional boundaries between customer support and success are blurring. Learn why this convergence is critical for delivering an exceptional customer experience and fostering long-term customer relationships.
- AI's Transformative Power: Explore the impact of predictive and generative AI on customer support and success. Understand how automation and prescriptive actions are changing the game, allowing businesses to stay ahead of the curve.
- The Role of Observability: Dive into the concept of observability and its significance in governing the various tools and data channels within the customer support and success ecosystem. Learn how observability enables businesses to gain deeper insights into customer interactions and address issues.
Speaker:
Krishna Raj Raja
SupportLogicCEO
Krishna founded SupportLogic to help transform the role of customer support, bringing a depth of experience in the service and support industry. As the first hire for VMware India, Krishna built the company’s support organization into a multi-thousand headcount global organization. After VMware, Krishna founded a successful startup and then soon returned to his roots – noticing that the major shifts in the B2B model were creating critical gaps in the capabilities of support teams. SupportLogic was founded in 2016 and now helps some of the largest B2B technology companies in the world to optimize their support experience.
16.30 - 17.00
Panel Discussion: Creating a Customer-Centric Culture
Every customer interaction is an opportunity to build a long-lasting relationship with a customer.
Creating a customer-centric culture is not just about providing an outstanding service - it's about empowering employees and creating a culture of customer obsession, as well as always striving to be better.
Join our industry experts for an exclusive panel discussion as they share how they're driving customer-centricity in their organisations.
Speakers:
James Dolling
Arriva Rail LondonHead of Customer Proposition
Railway professional working within sector for 10 years working on Major Projects and Change. Currently reviewing the provision of information within Arriva Rail London and partnering with TfL on how we can better support all need around London both in usual running and the complexities which disruption causes.
As a concession there are differing requirements with the wider industry piece which is considering ‘Smarter Information, Smarter Journeys’ led by the RDG. My role is to harmonise both objectives and deliver for London.
I have just finished a 5 year strategy has been written focusing on centralising our data, cross channel consistency collaborating with the industry and maximizing our colleagues. How we provide information has been a pain point for all industries and whilst legacy systems sometimes hold back process and change it is navigating a way to benefit London’s public.
Isobel Mills
Bloom & WildDirector of Customer Delight
a huge advocate both for Customer Service as a rewarding and vibrant career option, and for all businesses to give all teams opportunity and encouragement to engage directly with their customers and customer service teams. She leads the Customer Delight team across two brands, eight markets and multiple channels. She has over eight year’s experience of working with Bloom & Wild, growing the function from a start up team of 2 through to the 41 strong team working with three outsourced agencies that delights customers all over Europe.
Rosie Bailey
CitySprintCustomer and Commercial Director
Rosie 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.
Anuradha Deshpande
GoCardlessDirector of Customer Support
17.00
Closing Remarks
13.30 - 13.40
Opening Remarks
Speaker:
Gerry Brown
Customer LifeguardChief Customer Officer
13.40 - 14.00
Keeping the Focus on Customers and Colleagues in the New World
The overall session will cover:
- The external market and CX trends
- Customer service in the external world (UKCSI results)
- How customer prioritises are changing
- Recommendation for organisations
Speakers:
Jo Causon
Institute of Customer ServiceCEO
Brian Weston
Institute of Customer ServiceHead of Research and insight
Brian leads the Institute of Customer Service’s activities in research and insight. He joined the Institute from BT where, over 18 years, he worked in a variety of senior marketing, commercial and strategic roles focusing on a broad range of customers from consumers and small businesses to large, global corporates and government departments. He began his career in BT managing a busy customer service operation in the North East of England. Brian’s research for The Institute has examined Evolving Customer Behaviours, Employee Engagement and Customer Satisfaction, the People and Technology Interface in Customer Service, Service Productivity and the Relationship between Customer Satisfaction and Financial Performance. Brian holds a degree in Modern History and French from New College, Oxford and a Masters degree in European Policy and Management from Birkbeck College, University of London.
14.00 - 14.20
The Myth of Customer Feedback
In this talk, John Sills shares the highlights from ‘The Leadership Book of the Year’, The Human Experience. The book argues that organisations are perfecting the functional experience at the expense of the human experience, leading to them being full of humans who aren’t allowed to act in a human way.
His talk will cover:
- How we escape from the epidemic of feedback surveys
- Why customer loyalty is a myth
- The pain of being on hold (unless you're with Octopus Energy)
- Why Swiss trains are so much better than UK ones
- The cultural ways of working leaders need to create truly pioneering customer experiences
The book has had endorsements from Rory Sutherland, the IMD Business School, and the CEOs of first direct, giffgaff, and Tesco. It’s been featured in the Financial Times and the Wall St. Journal, as well as selected as a book of the month by Malcom Gladwell’s Next Big Idea Club. And, in November 2023, it was names ‘Leadership Book of the Year’ by the Institute of Leadership.
Speaker:
John Sills
The FoundationManaging Partner
John Sills is Managing Partner at the customer-led growth company, The Foundation, and author of Leadership Book of the Year 2023, The Human Experience. 25 years ago, he started his career on a market stall in Essex, and since then has worked in and with companies around the world to make things better for customers. He’s been in front-line teams delivering the experience, innovation teams designing the propositions, and global HQ teams creating the strategy. He's been a bank manager during the financial crisis (not fun), launched a mobile app to millions of people (very fun), and regularly visits strangers’ houses to ask very personal questions (incredible fun). He now works with companies across industries and around the world, and before joining The Foundation spent twelve years at HSBC, latterly as Head of Customer Innovation. His first book on the topic - The Human Experience - was published by Bloomsbury in February 2023, and his writing has been featured in The Guardian, The FT, and Management Today.
14.20 - 14.40
Fireside Chat with David Walker, Head of Lifetime Customer Value
Speaker:
David Walker
OVOHead of Lifetime Customer Value
14.40 - 15.00
Complexity, Trust and Unlocking Growth: Diageo's Global Customer Data Strategy with CDP
Join this session hosted by Treasure Data to explore how Diageo embarks on a journey to global expansion, while ensuring compliance in multiple regions across all brands. This session will also discuss how Diageo streamlines customer engagement through effective data governance, efficient marketing and activation. We will share tips on CDP success as well as embracing future technologies.
Speakers:
Sanjay Luthra
DiageoGlobal Head of Digital & Technology - Consumer Data & Activation
Dorothy Chong
Treasure DataSenior Marketing Manager EMEAI
15.00 - 15.30
Coffee Break
Head to the Expo Hall to meet our sponsors, network with industry peers and enjoy a coffee with a delicious snack prepared by ex-Nobu chef Tom Gore.
13.30 - 13.40
Opening Remarks
Speaker:
Nicholas Brice
Soul CorporationsCEO
13.40 - 14.00
Fireside Chat with Mark Kerr, Head of Customer Experience at BNP Paribas
CX- Customer experience more like Creative experience: Turning property people into Creatives!
The CX world is awash with superbly intelligent individuals creating methodologies for this customer transformation and frameworks for that implementation. Data scientists are unravelling us to our very core, and we have never had as much access to data on behaviours, sentiments, and emotions. But to be adept at using all that information to form a coherent customer strategy can be overwhelming.
Speaker:
Mark Kerr
BNP Paribas Real EstateHead of Customer Experience
14.00 - 14.20
How to Improve Customer Satisfaction Across All Channels
In this session, Ryan will discuss how to use SurveyMonkey’s ‘Ask, Listen & Act’ framework to boost customer satisfaction and improve CX across all key channels. Learn how to:
- Ask the right questions to find out what matters most to your customers
- Listen to your customers across all touchpoints to quickly resolve dissatisfaction
- Take action to to positively impact key KPIs such as NPS, CSAT, and retention
Speaker:
14.20 - 14.40
Fireside Chat on Building a Senior Career in CX with Leon Ellerton
With CX and customer expectations growing across all industries and sectors what do senior CX leaders need to be equipped with to deal with an ever changing sector?
For those starting out in their career in CX an opportunity to hear how many mistakes are made along the way (so you don’t repeat them!)
Speaker:
Leon Ellerton
ExperianClient Delivery and Customer Experience Director
14.40 - 15.00
A Digital-First Contact Centre for the CX Your Agents and Clients Expect
- Empower the customers to find self-service solutions and reduce the calls your agents handle
- Scale messaging, AI and automation capabilities to meet the needs of a new generation of digitally-enabled customers
- Get real time insights on the voice of the customer, no matter which channels it is coming from
Speakers:
Grigor Kotzev
KhorosHead of Business Value Consulting
Joel Viotti
SwisscomBusiness Owner
15.00 - 15.30
Coffee Break
Head to the Expo Hall to meet our sponsors, network with industry peers and enjoy a coffee with a delicious snack prepared by ex-Nobu chef Tom Gore.
13.30 - 13.40
Opening Remarks
Speaker:
Dave D'Arcy
Laughing LeadershipFounder & Managing Director
Additionally, Dave is a globally award recognised CX leader and a current member of the CXFO Power 100.
He has extensive experience in public speaking and hosting and is normally on standby with a humorous tale, there a reason why his business is Laughing Leadership
13.40 - 14.00
Ella's Kitchen Case Study: Creating an Engagement Strategy to Meet the Needs of Future Consumers
Ella’s Kitchen is a purpose lead, B Corp with a strong brand identity. Our customer care team (Keeping families happy) are a small team with a big ambition to increase engagement and build brand love. Our marketing team do an amazing job of making us stand out on social, bringing the joy, providing support and building hope, all with a kids first approach. But the customer journey only begins with the content, through engaging to meet the needs of our ever changing customer base we can build a community of brand advocates who feel connected, understood and will fly the flag for Ella’s Kitchen.
Speaker:
Rebecca Powell
Ella's KitchenHead of Customer Care
An experienced Customer Care Manager with over 12 years of expertise in the field of Customer Experience. With a passion for delivering exceptional service, Becky has successfully led teams in various industries, ensuring customer satisfaction and loyalty. Throughout Becky's career, she has consistently focused on developing and implementing strategies that enhance the overall customer journey. Adept at building and empowering cross-functional teams, focussing on exceeding customer expectations, increasing engagement and driving brand love on social media.
14.00 - 14.20
Growing from experience: Why meaningfully different customer experiences power superior brand growth
For the first time, we have applied Kantar’s market-leading brand growth measure to create a unique way of evaluating experience. The result is a simple yet game-changing way to understand how your experiences all contribute to growth and what you must focus on to be successful.
Speakers:
Adele Jolliffe
KantarHead of Brand Consultants
Peter Aitken
KantarHead of Customer Strategy & Insights
14.20 - 14.40
Fireside Chat with Carl McCartney, Customer Experience Director at Les Mills
Attracting Gen-Z As Consumers And Employees By Setting A New Standard Of Customer Excellence Customer demographics are changing, and if you have not already done so, the time has come to turn the focus to Gen-Z.
This generation will dominate the customer base, as well as the job market in years to come, and despite this, when it comes to building a strategy to attract them, they almost remain a mythical creature with different consumer behaviours as well as career aspirations and expectations compared to preceding generations. At a time when CX and EX go hand in hand, don’t miss this exciting exploration of how customer experience strategy must evolve to both futureproof the workplace as well as the service.
- Becoming a purpose-driven organisation to connect with a purpose-driven generation
- Exploring how emerging technologies are shaping the future employee experience as well as the customer experience
- Investing in and developing internal stakeholders to better bridge the growing skills and talent gap
Speaker:
Carl McCartney
Les MillsCustomer Experience Director
Carl McCartney is Customer Experience Director for Les Mills. Carl started his Les Mills career as a National Trainer/ Presenter 20 years ago and has held a number of key roles within both the global and UK business, including working in both the German and Nordics markets and also working centrally as Global Performance Development Director.
This breadth of industry experience has allowed Carl to build unparalleled expertise in the Health and Fitness industry. He is dedicated to helping club partners build healthier businesses, working with them to achieve their business goals and supporting member retention and recruitment challenges.
14.40 - 15.00
Harnessing the power of generative AI for Customer Service: Turning hype into reality
In this session we’ll take you through how you can leverage generative AI and see real value in your customer service function—from improved agent efficiency to better self-service deflection rates. Join us as we discuss:
• Critical challenges faced by CX leaders, including poor deflection rates, low agent productivity, and hidden support insights
• How generative AI can be used to automate self-service across channels, boost team efficiency and optimize support operations
• How to get started with generative AI in your organization • What the near-term future holds for AI in CX
Speaker:
Akshay Jain
FreshworksHead of Solution Engineering, Freshworks UKI
15.00 - 15.30
Coffee Break
Head to the Expo Hall to meet our sponsors, network with industry peers and enjoy a coffee with a delicious snack prepared by ex-Nobu chef Tom Gore.
13.30 - 13.40
Opening Remark
Our Host Brandie Deignan sets the stage for a Customer Service & Success Breakout Room
Speaker:
Brandie Deignan
Pier Health GroupChief Executive Officer
In early 2021 Brandie joined primary care within NHS in general practice as Chief Executive Officer. Prior to this role, Brandie was Managing Director at Marco Pierre White Restaurants, cementing her c20 years’ experience in the consumer service delivery industry across hospitality, retail and aviation. Before her MD role, Brandie held senior leadership positions at British Airways Plc, Tesco Plc, Whitbread, Travelodge and Hilton Hotels, where she started her career as a graduate trainee and worked her way up.
A true trailblazer, Brandie was the first female MD to hold her MD role at MPW Restaurants. As of 2020, Brandie was the first black female MD within branded restaurant groups in the UK. Brandie was recently named as one of the top 15 BAME high fliers in travel and tourism industry, and was a finalist at the Black British Business Awards, Senior Leader, Consumer and Luxury 2020. Brandie was recently voted No 41 of the Top 50 listening leaders and also nominated in the National Diversity Awards for positive role model, gender diversity.
13.40 - 14.00
Utilita Energy Case Study: The Transformative Power of Technology
Speaker:
Louise Walsh
Utilita EnergyChief Customer Contact Officer
14.00 - 14.20
Watson Marlow Case Study: Delivering global success in customer engagement
This session, hosted by Steve Lyon, Customer Engagement Specialist at Columbus, and with participation from Andy Jones, Head of Sales Excellence & Governance at Watson Marlow, delves into the delivery and successful user adoption of a single, global, 650-user CRM platform across 38 countries for Watson Marlow, a world leader in niche fluid technologies. Steve will also be joined on stage by Toby Mankertz, Principal Business Transformation Advisor at Columbus. Toby and the Columbus team worked with Andy and stakeholders from Watson Marlow on identifying and prioritising the business value outcomes Watson Marlow was seeking for their global CRM project. Together, Columbus and Watson Marlow developed and delivered a successful change and engagement strategy focused on user adoption to deliver real value from the IT investment. Join us as we discuss:
- How focusing on business outcomes helped identify the organisational changes required to ensure successful adoption of the CRM system
- How early and deep engagement with stakeholders across Watson Marlow took the project out of IT and made it a ‘business’ project
- How building a business change network at all levels in Watson Marlow created excitement and anticipation about the benefits the CRM system would bring
- How mixed multi-media and innovative approaches to communication succeeded across cultures, teams and languages
- How the use of OKRs (Objectives and Key Results) ensured Watson Marlow focused on the right actions at the right time.
Join Steve, Toby and Andy to find out more!
Speakers:
Steve Lyon
ColumbusCustomer Engagement Specialist
Toby Mankertz
ColumbusPrincipal Business Transformation Advisor
Andrew Jones
Watson-MarlowHead of Sales Excellence & Governance
Andrew has over 20 years experience leading customer service and sales teams to deliver world class customer service, most recently leading a global project team to deliver a global CRM and change management program.
14.20 - 14.40
CitySprint Case Study: Best In-Class Customer Service
CitySprint is the country’s largest National Same Day pick-up and delivery company. We provide logistics solutions to various NHS Trusts, retailers, engineering companies and eCommerce partners that need critical support to transfer time-sensitive cargo. Our overall performance is built on excellent customer service with our competent and highly skilled individuals working as a team, to deliver first point resolution whatever the query. Within the last 12 months, we have invested heavily in training and upskilling our colleagues, integrating teams and undergoing more stringent complaint analysis, all to provide a more seamless customer service.
The business has also achieved the highest Trustpilot rating of any Same Day National Logistics business in the UK with a score of 4.8 out of 5 stars. This is also backed up with impressive progress made on service levels, quality of service, customer satisfaction, and employee satisfaction, and has resulted in CitySprint achieving a competitive advantage as a logistics solution provider with fantastic customer service. We have an active award entry programme because our customers value customer service excellence and we will showcase how we position our submissions and achieve award successes.
Speaker:
Rosie Bailey
CitySprintCustomer and Commercial Director
Rosie 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.
14.40 - 15.00
Can you turn negative customer experiences into engaged customer relationships?
Service failures are an inevitable aspect of any business, yet when addressed with precision and finesse, present a golden opportunity to forge stronger connections with your customers and promote both brand advocacy and loyalty by managing and compensating them effectively.
Astonishingly, after voicing a complaint, 52% of customers hold a more favourable view of a business that adeptly manages their grievances. Moreover, a well-handled complaint elevates the chances of customers returning to a company or brand by a substantial 67%.
So, how can your business navigate these instances of dissatisfaction to fortify customer relationships? In this session, we’ll delve into how to effectively compensate unhappy customers to ensure your customers not only feel heard and respected – but also transition from consumers into steadfast advocates.
Speaker:
Leona Heymerdinguer
Blackhawk NetworkDirector of Customer Engagement
With 19 years of profound expertise in the enterprise market, particularly in the domains of consumer acquisition, retention, loyalty, engagement and compensation solutions, Leona emerges as a visionary and pioneering business leader. Her dedication to nurturing customer relationships throughout their entire lifecycle is fuelled by an unwavering passion. Leona boasts extensive experience spanning diverse industries and exhibits a resilient commitment to infusing the market with innovation, achieved through the artful simulation of consumer behaviour and actions via ingenious, reward-centric solutions.
15.00 - 15.30
Coffee Break
Head to the Expo Hall to meet our sponsors, network with industry peers and enjoy a coffee with a delicious snack prepared by ex-Nobu chef Tom Gore.
11.00 - 12.00
XpertRule: Decisions, Decisions, Decisions! Getting them wrong is costing you time, money and customers but how can you get them right, every time?
In this one-hour roundtable, hosted by XpertRule we will explore how to deliver outstanding CX by harnessing the power of AI and human expertise.
Joined by partners Arvato, the interactive session will cover:
- The hype – what are the real opportunities and risks of using ChatGPT (or any other LLM) in your CX
- The agent experience – how to manage the impact of new technology on them, how to super-charge their expertise and how to manage the ‘humans vs the robots’ worry
- The customer experience – what’s currently wrong with customer interaction chains and how to fix them
- Managing internal stakeholders – how to successfully integrate with existing tech and how to measure positive impact and report back to the business
- Capitalising on existing assets – how to optimise your structured and unstructured data and use it intelligently to improve outcomes
- Success stories - how other businesses with lots of customers and complex customer interactions have successfully transformed their CX
Speakers:
Alex Bentley
XpertRuleChief Revenue Officer
Mike Stewart
ArvatoHead of Intelligent Automation
11.00 - 12.00
Win Big With Gen AI. From Buzzwords to Breakthroughs: Making Genai Work for Your Customer Service
In the ever-evolving customer service landscape, staying ahead of the curve is imperative for organizational success. Harnessing the power of generative AI has emerged as a game-changing strategy, promising to transform customer service from mere buzzwords to groundbreaking advancements. 55% of organizations reported increasing investment in GenAI since it surged into the public domain 10 months ago, Gartner reported in Oct 2023. In fact, Frances Karamouzis, Distinguished VP Analyst at Gartner, said: “Organizations are not just talking about generative AI – they’re investing time, money, and resources to move it forward and drive business outcomes…Generative AI is now on CEOs’ and boards’ agendas as they seek to take advantage of the transformative potential of this technology.” Join this Freshworks event as we explore how generative AI is disrupting the market, delivering impact, and revolutionizing the customer service industry. In this event, you’ll learn:
- Power and possibilities of GenAI in customer service
- Biggest challenges in adopting GenAI Freshworks’ approach to GenAI
- Introducing Freddy AI, Freshworks’ native AI engine
- Real-world customer stories
Speakers:
Callum Lewis Jones
FreshworksCustomer Experience Lead
Callum is Freshworks' Customer Experience Lead.
Matt Bramley
FreshworksSenior Solutions Engineer
11.00 - 12.00
From Survey to Signals: Increasing Response Rates & Other Signals
Speaker:
Lisa Garthside
MedalliaDirector, Professional Services
13.40 - 14.40
Harness the Power of Enterprise AI Today: Bringing Generative AI, Emotion AI, Knowledge AI and Conversational AI together into a platform to win
AI is being hailed as a trusted co-pilot when it comes to creating engaging customer and employee experiences, but what are the best-practices for building an effective roadmap that identifies, evaluates and prioritises high-value use-cases?
As this technology becomes more powerful, every part of the enterprise that impacts the customer will be disrupted. We believe AI should be invisible, immersive, and enabling—and that it should make the enterprise more human.
Join Uniphore as we demonstrate how to establish and build-out business use-cases, and how to leverage multi-modal AI to underpin and unlock the true value of your customer and employee experience initiatives.
Speaker:
Jonathan Myers
UniphoreSales Director
13.40 - 14.40
Navigating the Transformative Power of Genai for Customer Service
Join Freshworks as we delve into the transformative power of Artificial Intelligence (AI) for customer service. The world of customer organization center technology is rapidly evolving, where AI stands at the forefront of revolutionizing customer and employee experiences. These next generation solutions boast radical improvements in productivity, process standardization, and cost reduction. They will also have serious implications on how work gets done in the customer service organization and how leaders should plan for the future. Our panel of customer service and AI leads will go beyond the AI hype and will focus on a deep-dive into their real-world experiences, challenges met, strategies created, and best practices adopted. You will learn:
- Use cases where AI is transforming customer and employee experiences at scale
- Evolving perceptions of AI in building service excellence
- Practical steps to evaluate AI providers
- Best practices to get started with AI for customer service
Speakers:
Matt Bramley
FreshworksSenior Solutions Engineer
Jack Gaylor
FreshworksCX Account Lead
Jamie Gamble
FreshworksCX Account Lead
13.40 - 14.40
The Gamification Game: Happy Agents = Happy Customers = Happy Business
In this session, we're not just going to discuss gamification in contact centres, we'll experience it first hand through playing "The Gamification Game: Happy Agents = Happy Customers = Happy Business." Agents are the greatest asset in a Contact Center. A lot is demanded from them, both from the business and the customer. Are we really doing enough to motivate agents? Gamification is becoming more and more prevalent in today's world - get it wrong and it'll have the opposite effect. Get it right and you have an engaged, motivated, and inspired community of agents. Being a call centre agent is notoriously challenging. As a resource, they are tightly managed to ensure the business can meet contact demand. As a point of contact for the customer, they can often feel the brunt of customers' raw emotions. It's all in a day's work for an agent! There needs to be more to it though. Agents will burn out, resulting in high absence levels and high attrition rates. How can we make this fun? Gamification is often just a buzz word for giving someone a 'gold star' when they've performed well, but there's a real opportunity to use gamification theory to build a comprehensive reward and recognition program that truly invests in that greatest Contact Centre asset. In this session, we'll discuss gamification theory including:
- How to design a gamification program
- Implementing and Evaluating a gamification program
Speaker:
Chris Mounce
EvaluagentQuality and Coaching Specialist
Chris Mounce is an award-winning Quality and Coaching Specialist who is passionate about sharing his expertise with the world. With a deep love of all things QA and coaching, Chris has dedicated his career to helping businesses, teams and individuals reach their full potential. Chris brings a wealth of knowledge and experience to the stage. His focus on digital training, technology and coaching sets him apart as a thought leader in the industry and his insight are invaluable for audiences of all backgrounds.
13.40 - 14.40
Generative AI is still just chat. Let’s talk about true MultiSensory AI
This roundtable is great if you are supporting a customer base that has to interact with physical equipment or objects in the real world. Are you interested in having a chatbot that can see, or a generative AI solution that can give visual guidance?
Come join this session and learn how Fortune 100 companies are building interactive multisensory virtual agents. Are you interested in MultiSensory AI that can not only chat, but see, hear, talk, understand, guide & instruct?
This roundtable will provide first-party insights into consumer adoption and expectations of AI in service, an exploration of the challenges and opportunities of AI, and introduce Sophie AI, the world's first fully automated AI customer service agent that can interact with customers and agents, just like a human, but at a fraction of the cost. Attendees will gain insights into the state of the art in AI technology, specific use cases in customer service, customer readiness for AI-driven service, and how Fortune 100 companies are building interactive multisensory virtual agents today!
Are you interested in MultiSensory AI that can not only chat, but see, hear, talk, understand, guide & instruct?
Ideal for companies with digital transformation projects, companies looking to automate customer service to save costs, and anyone looking to use AI to improve customer satisfaction.
Speakers:
Jon Burg
TechseeHead of Strategy (Marketing)
Marcio Rodrigues
TechSeeVice President of Strategic Sales
Marcio Rodrigues is a trailblazing visionary at the intersection of AI, innovation, and next-generation service. With a relentless passion for pushing the boundaries of technology and transforming the way we interact with the world; Marcio Rodrigues has become a driving force in shaping the future of our digital landscape. As a pioneer in artificial intelligence, Marcio Rodrigues has harnessed the power of AI to create ground-breaking solutions that not only enhance efficiency but also deliver unmatched experiences. With a relentless drive to push the boundaries of what's possible, Marcio Rodrigues is a true catalyst for change, not only shaping the future but also inspiring others to join the quest to unlock the immense potential of AI, foster innovation, and usher in the era of next-generation services that will redefine the way we live, work, and play.
11.00 - 12.00
Decoding the intelligent heart of customer experience with AI
Embrace change with AI as we delve into its transformative role in customer experience.
The era of AI, with its dynamic problem-solving capabilities, is changing the game. From making interactions more efficient to reducing bottlenecks, its potential seems limitless.
Join a roundtable exploring AI's role in CX enhancement, the synergy of AI and human touch, and strategies to navigate rising customer expectations. Unveil the vast possibilities of an AI-integrated CX journey and elevate experiences.
Speaker:
Matthias Goehler
ZendeskChief Technology Officer, EMEA
09:00 - 09:10
Opening Remarks
Speaker:
Martin Hill-Wilson
Brainfood ConsultingFounder
09:10 - 09:30
Research Reveal: Harnessing Mental Models To Create Strategic Alignment
Joana will delve into the recent Forrester research that demonstrates why the best strategies will fall flat if they fail to address one of the most important drivers of behavioural change: Mental models.
Mental models operate throughout your organisation. They determine what we believe will occur and create expectations, predictions, and decisions — for customers, executives, and employees. This session explains mental models and applies it to CX pros’ biggest business challenges.
You'll leave armed with the answers to the following questions:
- What is a mental model? Why is this important for customer engagement professionals?
- How do you distinguish between stakeholder mental models? What happens when there’s a mismatch?
- How should you approach mental models to get buy-in for customer engagement and to improve CX?
Speaker:
Joana de Quintanilha
ForresterVP, Principal Analyst
09:30 - 09:50
How Hobbycraft Retooled Customer Service to Better Serve Crafters
In this session, learn how Hobbycraft successfully transitioned its renowned in-store expertise to digital channels, ensuring customers receive quick and accurate responses across their preferred platforms.
Learn how Freshworks technology has empowered Hobbycraft’s customer service agents by automating repetitive tasks, allowing them to focus on delivering a better, personalised service. Explore how Hobbycraft has leveraged AI and an omnichannel approach to maintain high standards of service and enhance customer experiences across digital channels.
Three reasons to join us:
• How Hobbycraft has used Freshworks technology to free up agent time for more complex, personalised customer service
• How to use technology to create a customer journey that allows a leading UK brand to extend in-store experiences to digital channels
• Implement hybrid working and enhanced employee satisfaction and performance
Speakers:
Simon Birch
HobbycraftCustomer Service Manager
Subrahmanya Siddaarth Turaga
FreshworksSenior Customer Success Manager
At Freshworks, I am currently empowering businesses to optimally leverage our product suite thereby helping them achieve their desired business outcomes.
09:50 - 10:10
Opening Keynote: Mental and Physical Readiness That Will Enable You To Think, React & Perform
We are thrilled to announce that Ollie Ollerton - former UK Special Forces soldier, bestselling author of How to Survive Almost Anything, and star of Channel 4’s SAS: Who Dares Wins - will be headlining this year’s Customer Engagement Summit.
Ollie’s extraordinary life journey and achievements provide a powerful and unique lens on leadership, resilience, and mentorship. His firsthand experiences in life-or-death situations as a Special Forces operator will captivate and inspire, offering lessons that transcend the battlefield and apply to both personal and professional success.
In his keynote, Ollie will arm you with proven mental and physical strategies to elevate your ability to think clearly, react swiftly, and perform at your best - even under pressure.
Speaker:
Ollie Ollerton
Former UK Special Forces Soldier
As one of the first former UK Special Forces members and star of Channel 4's SAS: Who Dares Wins to talk openly to the media and reveal their identity, Ollie Ollerton has an incredible story to tell. A former Special Forces operative with the SBS, he has undertaken operations in some of the most dangerous and remote locations on the planet.
After leaving school and joining the Royal Marine Commandos, Ollie’s time in Northern Ireland and Iraq earned him a recommendation for the SAS. After joining the service's marine sister regiment, the Special Boat Service, he undertook high profile missions involving hostage rescue, counter narcotics, and counter terrorism.
When Ollie returned to the UK, after thirteen years overseas and on the frontline, he started developing a concept that would put his years of training and experience to best use and would benefit others. His Break-Point business is a leadership and development course aimed at the public and corporate sectors whilst also supporting veterans suffering the effects of Post-Traumatic Stress Disorder (PTSD). It's a subject Ollie has spoken openly about, sharing his experiences and difficulties in adjusting to life, dealing with stress, and overcoming trauma.
Ollie is now also one of the training director/presenters of SAS: Who Dares Wins, a show in which he and other ex-Special Forces operatives recreate the SAS’s selection process with thirty recruits from the public. The show has become one of Channel 4's most popular, attracting over three million viewers per episode. Since starring in the show Ollie has also written a deeply personal account of life in and out of the military, also called Break Point, looking at the challenges he faced working to enter the Special Forces, under fire on the frontline, and coming to terms with civilian life. He has also written Battle Ready, a practical look at how to apply his training and experience to more everyday goals, risk-taking and leadership.
10:10 - 10:30
Navigating the AI Revolution: Transformative Impacts and Proven Strategies for Success
In the midst of a technological storm, our industry is experiencing a revolution comparable to the industrial revolution, driven by the rapid advancements in AI. This transformation is reshaping the way we work, introducing new roles such as Data Curators and Prompt Engineers, and promising efficiency gains unseen in decades. However, the hype around AI often overshadows its practical impacts.
This session will explore the significant changes AI brings, the potential risks of being led by technology, and the critical elements that make AI projects successful. We will highlight real-world results from leading brands, demonstrating stronger and faster outcomes. By cutting through the AI noise, we aim to show how businesses can benefit from AI without disruption, ensuring future-proof investments and improved customer touchpoints across various channels.
Key points include:
• The transformative potential of AI in creating new roles and driving efficiency.
• The challenges associated with AI adoption, including data quality, governance, and the risk of prioritizing technology over customer outcomes.
• Proven strategies for successful AI projects, focusing on team structure, clear objectives, robust data governance, and practical implementation approaches.
• Real-world examples of AI delivering substantial ROI and improved CX, demonstrating the tangible benefits of integrating AI into business processes.
Speakers:
Huw Jones
VerintDirector, Solutions Consulting
Keith Barrow
VerintDirector, Solutions Consulting
10:30 - 11:00
Coffee & Networking
11:20 - 11:40
Bupa Case Study: Creating Great Customer Experiences by Design
In this session Anna will talk about the importance of creating great customer experiences by design. And how in large organisations it is critical to have a clear and defined strategy which creates a structured framework to set a vision and expectations and to define best practice.
She will share some of the practices that Bupa use to create a customer centric culture where every employee remains close to the customer and understands how their job impacts the customer experience.
As well as a discussion on how they distil 1000’s of pieces of daily customer feedback into actionable insight.
A reminder of the CX basics and not a single mention of AI
Speaker:
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Anna Wilcox
BupaHead of Customer Experience
Anna is an established customer experience and marketing professional with a proven track record of delivering excellent commercial performance over the 20 years of my career.
I started my career in marketing, planning and driving growth for large corporate organisations across industries such as health insurance, the motor trade, pharmacy and IT. Over the years my passion for marketing sparked an interest in customer behaviour and 6 years ago I moved into the Customer Experience profession.
I now head up the Customer Experience function at Bupa Insurance, aiming to be the world’s most customer centric healthcare organisation.
All helping to achieve our purpose of helping people live longer, healthier and happier lives and making a better world.
11:40 - 12:00
Leading the Way in CX: Leveraging Human-Centric AI for a Competitive Edge
Speaker:
Eric Jorgensen
ZendeskVP Sales, EMEA
Software sales leader with 20 years experience. Gained valuable experience building teams supporting hyper growth companies as they enter or expand in EMEA across all verticals.
Strong track record of over achieving sales targets, mentoring and coaching teams to exceed their potential and building long lasting relationships with customers and partners via a direct, honest and open approach.
12:00 - 12:20
Inside IKEA’s Franchise Model, Personalisation, and Ethical Engagement: In Conversataion with Marco Merkx, Global Customer Engagement Development Leader at IKEA
Speaker:
Marco Merkx
IKEAGlobal Customer Engagement Development Leader
Over 25 years of experience in marketing management and strategy, e-commerce , digital marketing and customer relationship management both in operational and in strategical management roles for mainly fashion, food and lifestyle consumer brands and retailers. On national and international level, in organizations varying from start-ups to multinational corporations.
My professional purpose is to support companies with transformation, innovation and development of organization design, technology and customer engagement. Always based on customer data and insights, leading to tangible results and growth. Specifically realizing customer centricity, digital transformation and omni channel proposition development are my fields of expertise. For this, my commercial and technical know-how are as much of value and importance as are my creativity and my sensitivity towards the human, cultural and organizational aspects.
Currently working for Inter IKEA Systems, the owner and developer of the IKEA concept, range and brand, as Global Customer Engagement Development Leader, working on topics as engagement, loyalty, personalization and crm in an omni channel context.
12:20 - 12:40
Rewarding Customer Connections
Connection is key to every good relationship, and a brands relationship with its customers is no different. With more options than ever before, and the ability for customers to switch suppliers with the click of a button, how can your brand easily build a meaningful connection to increase loyalty, reduce churn and foster brand advocacy?
Leona Heymerdinguer, Director of Customer Engagement at BHN, explores the subject of acquiring and retaining customers in the right way, sharing her expertise on how to easily and authentically build solid, long-lasting relationships with your customers.
Speaker:
Leona Heymerdinguer
BHNDirector of Customer Engagement
With 19 years of profound expertise in the enterprise market, particularly in the domains of consumer acquisition, retention, loyalty, engagement and compensation solutions, Leona emerges as a visionary and pioneering business leader. Her dedication to nurturing customer relationships throughout their entire lifecycle is fuelled by an unwavering passion. Leona boasts extensive experience spanning diverse industries and exhibits a resilient commitment to infusing the market with innovation, achieved through the artful simulation of consumer behaviour and actions via ingenious, reward-centric solutions.
12:40 - 13:40
Lunch
13:40 - 14:00
Research Reveal: The UK CX Report 2024
The UK CX landscape is still dominated by unremarkable experiences, and the need to connect brand promise and customer experience remains as strong as ever. In this thought-provoking and dynamic session, we reveal the latest findings from research by Engage and Ipsos, and how customers are still crying out for brands to deliver on the basics.
We look at what brands can do in response, and what's now needed to elevate experiences to build stronger relationships. We also reveal customer perspectives on personalisation and the use of AI in customer service delivery - the findings may surprise you. Join us when we reveal key findings from the report, and our recommendations for action.
Speakers:
Jamie Thorpe
IpsosHead of Experience Management (XM)
Jamie is a CX professional with over 20 years’ experience. The majority of his career has been spent in Client Success/Service previously holding two board level positions and now Head of Experience Management (XM) at Ipsos. Jamie’s expertise spans Offer, Marketing, CX Platforms, Professional Services and Delivery. He is industry recognised as a CX leader in the UK (#3 in 2022). His in depth of CX knowledge combined with a commercial and pragmatic/action-oriented style has seen Jamie deliver success with many clients across sectors and geographies.
Jean-Francois Damais
IpsosGlobal Chief Research Officer
14:20 - 14:40
Victoria's Secret UK Case Study: Thinking Global, Acting Local
As one of the world’s biggest lingerie retailers, Nicky shares her insights on how the UK is successfully bringing the iconic Victoria’s Secret brand to life, and winning new audiences in the market, through the increase of localised content creation.
Everything from guerilla marketing campaigns that grow regional awareness to subtle changes in language that increase the brands SEO strength in the UK, and all things in between, Nicky will explore how relevant local activity is being delivered in a way that engages the UK consumer, while remaining sympathetic and aligned to the Global brand.
Nicky will also share how combined localised market efforts helped create a swell that supported one of largest Global Moments of the year for Victoria’s Secret.
Speaker:
Nicky Haddow
Victoria’s Secret UKHead of Marketing
I am an enthusiastic Marketing Expert that is passionate about delivering integrated & impactful 360 marketing propositions & campaigns that are not only Brand & Customer focused but commercially driven & data led. With 20+ years experience in Fashion & Apparel omni channel retailing, I love developing marketing strategies that perfectly align with the overall business objectives and market relevance, whilst driving innovation and retaining brand integrity.
14:40 - 15:00
Growing from Experience: What Are Meaningful and Different Customer Experiences? And Why Are They the Best Predictor of Long-Term Success?
How did Aldi go from the margins to the mainstream? How did Octopus become the biggest energy supplier, in less than 5 years? Can Monzo revolutionize retail banking, or will it remain the fun challenger in financial services?
Spectacular success is years in the making. Kantar research demonstrates that brands grow by being meaningful and different to more people: delivering on the functional and emotional needs required in their category, and demonstrating they offer something that sets them apart from their peers. This is more than marketing. Successfully differentiating requires an organization to consistently reinforce its positive associations at every possible opportunity. Great experiences are vital.
Speaker:
Pete Aitken
KantarUK Head of Customer Strategy
As Kantar's UK Head of Customer Strategy, Peter supports an award-winning team of CX professionals. His team deliver platform-based experience measurement programmes across sectors, using this data to shape the customer strategy and inform experience innovation. In 2024 the Kantar CX team were awarded Best Use of Customer Insight by the Institute for Customer Service for their work with Virgin Atlantic, using Medallia’s experience management tech to identify where to improve their customer experience.
Peter leads the development of Kantar’s latest methods for CX strategy and insight, bringing a unique perspective for how customer experience is a critical enabler of brand growth. He draws from 16 years’ experience in research and consulting, with nearly 10 years in financial services, incl. HSBC, NatWest, LBG and Nationwide, plus experience across telco, energy, retail, auto and tech manufacturing.
15:00 - 15:20
Panel Discussion: The Importance of Human Experience in Cultivating Brand Loyalty
In an era where consumer choices are abundant and fleeting, organisations must go beyond traditional tactics to create lasting connections with their customers. This panel discussion brings together industry leaders and experts to explore the critical role of human experience in creating brand loyalty.
Join us as we delve into the nuances of what it means to create authentic, meaningful interactions with customers. Our experts will examine best practices for integrating empathy, transparency, and responsiveness into customer engagement strategies. We’ll also discuss the impact of emotional connections on customer retention and advocacy, as well as the role of storytelling and brand values in shaping consumer perceptions.
You'll leave with actionable insights on how to prioritise human experience in your own customer engagement strategies, ensuring they not only meet but exceed customer expectations in today’s competitive market.
Speakers:
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Ashutosh Pandey
Eutelsat GroupVP Project Management, Quality and Process
Ashutosh is a leading Global Executive in the New Economy sectors of Space Technology, Satellites and Telecommunications.
As a Transformation and Turnaround Leader, he has successfully delivered multi-dimensional cost intensive sustainable transformations bringing in more than 1 Billion Euro financial savings globally for multiple organisations.
As a Business Process Management (BPM) leader, he successfully led enterprise wide transformation of key end-to-end processes across the organisation, thereby unlocking multi-million cash and generate value via simplification, standardization and ERP consolidation (incl Digital Transformation)
As a Quality Management leader, he led successful end-to-end assessments for International standards like ISO 9001, TL 9000, CMMI, IS 27001, IS 18001, EFQM and set up Corporate ESG and Sustainability management metrics.
He has strong expertise in leading Operations and Program management (incl Global PMO), change management and executing customer transformation using continuous improvement methodologies like Lean, Kaizen, Six Sigma and Hybrid/Agile PM.
He is a Certified Lean Six Sigma Master Black Belt (CMBB), ASQ Certified Manager for Quality & Organizational Excellence (CMQ/OE), Certified Process Professional (CPP), ASQ Certified Quality Auditor (CQA), Certified Business Excellence Assessor (CBEA) on EFQM model, Certified Software Quality Analyst (CSQA), Project Management Professional (PMP) and a Fellow Chartered Manager(FCMI) from CMI UK.
Ashutosh is recognised as a cross-industry expert in Business Transformation, Operational Excellence and Lean Six Sigma and he has been a leading panellist and key speaker at multiple international forums globally since 2008.
As a trainer, he has trained 5000+ experts in various continuous improvement methodologies (lean/ kaizen/ six sigma/ design thinking/ agile).
By education, he is a Bachelor of Engineering and also holds a double MBA degree.
Mark Nichols
FlagstoneHead of Operations
Mark has extensive experience in client success, experience and operations and is now the Director of Operations at Flagstone.
15:20 - 15:40
Achieving High-End Customer Experiences and Strengthening Brand Loyalty: How to Avoid Common Pitfalls in Technology Adoption and Maximise Value
Speakers:
Simon Noakes
Columbus GlobalUK Business Line Director CXE
Stephen Higgins
Columbus GlobalHead of CRM
With a technology background, coupled with several years as a business leader, I understand that CRM software by itself accomplishes little. It is how this software is layered and configured onto the sales best practices that organisations have developed and refined over a long period.
Through using Microsoft Dynamics CRM as a foundation, I help my customers increase their visibility and sales revenues with a consultative led implementation process which rapidly bring step-change improvements.
15:40 - 16:00
Renault Group Case Study: Creating Customer Champions for a Customer Centric Organisation
Speaker:
Maria Mattos
Renault GroupCustomer Experience Transformation Manager
16:00 - 16:30
Coffee & Networking
16:30 - 17:00
Panel Discussion: Emerging Trends, Challenges & Opportunities in Customer Engagement
In today’s fast-paced, digital-first world, customer engagement has become a critical differentiator for organisations aiming to build lasting relationships with their customers. As technology evolves and expectations rise, organisations must navigate an ever-changing landscape to deliver personalised, seamless, and meaningful interactions. This panel will explore the emerging trends shaping customer engagement, the challenges organisations face in staying ahead, and the opportunities for innovation that can drive growth and competitive advantage.
Topics our panellists will explore include:
- The evolution of engagement
- The role of personalisation
- Maintaining consistency across channels - Data and insights
- The role of AI
- Balancing technology with human experience
- Mapping customer journeys
- Privacy and trust
- Shifting customer expectations
- Scalining customer engagement
- Opportunities for innovation and growth
Speakers:
Chloe Rice
ShutterstockDirector, Global Customer Experience
Alessandra Canavesi
AXA Investment ManagersHead of Digital Marketing & Customer Experience
Alessandra Canavesi is an experienced international marketing and communications director with dual Italian and British citizenship, based in London. With over fifteen years in the industry, she has been leading marketing projects across globally, particularly within blue-chip financial organizations.
Currently, Alessandra is the Head of Marketing and Customer Experience at AXA IM Alts, a global leader in alternative investments. Since joining in 2016, she has driven significant results through innovative digital initiatives and strategic collaboration, leading to record capital-raising years, increased client engagement, and improved marketing ROI.
Her previous roles include Head of Marketing at LaSalle Investment Management, Senior Manager at M&G Asset Management, and marketing positions at Investec Private Bank and HSBC Group. Alessandra holds a Master’s degree in Classics and Philosophy from the University Statale of Milan and is fluent in Italian, English, and French.
17:00 - 18:30
Drinks & Networking
13:35 - 13:40
Host Welcome
Speaker:
Gerry Brown
Customer LifeguardChief Customer Officer
13:40 - 14:00
Standard Life Case Study: Customer Experience & Outcomes – Improvements to the Retirement Journeys
We’re part of Phoenix Group, the UK’s largest long-term savings and retirement business. We share an aligned ambition to help every customer enjoy a life full of possibilities. With over 12million policyholders, we have societal responsibility to deliver on our purpose.
This responsibility is especially crucial in the current economic climate, with cost-of-living pressures increasing the number of consumers displaying vulnerability characteristics. We know that at any given time, more than half of our customers could be displaying one or more characteristics of vulnerability. That’s why, using customer insight, data, and MI, we’ve made improvements to our Retirement Journey.
Ensuring we meet the needs of all customers and minimise the risk of harm, we will share how our approach has improved the retirement journey and share best practice around our approach and understanding to help improve customer experience and support good outcomes.
Speakers:
Karen Stewart
Standard LifeVulnerable Customer Centre of Excellence - Snr Consultant
Joining Standard Life in Q4 2021, Karen has previously supported customers in vulnerable circumstances throughout her career in both retail banking and energy services.
She supports colleagues in embedding Standard Life’s Principles and Standards, support with best practice, internal and external training and upskilling resources and supporting Standard Life Workplace client visits when looking at our vulnerability management.
Karen is active externally in focus groups and forums around vulnerability and is a Vulnerability Champion for the Collaboration Network.
Focused on providing good customer outcomes, Karen has a particular interest in inclusivity and accessibility for customers and colleagues and showcasing the work we do to support our members.
Having experienced vulnerability personally, Karen is passionate about working to remove barriers and helping people get on with living their lives.
Gemma Robertson
Standard lifeSenior Operations Design Manager
Gemma has worked for Standard Life since 2000 and performed roles in direct customer sales, customer retention and growth, customer proposition and most recently as a Customer 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.
Gemma 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.
14:00 - 14:20
The Art and Science of Open-Ended Feedback in the AI Era
Open text remains the most authentic and detailed form of written feedback. While video and audio surveys have been vying for its throne, open-ended responses continue to dominate in tracking studies, ad hoc surveys, online reviews, and social media data.
In this presentation, we will share findings from a meta-analysis of over 100,000 projects processed through the AI application Caplena and explore insights gathered from a survey conducted among end clients & research agencies.
The results not only quantify the rise in popularity and anticipated trends, but also provide best practices drawn from industry leaders like Lufthansa, DHL, and eBay:
- What's the optimal number of open-ended questions?
- Which question formulations yield the richest, most analyzable responses?
- How can high-quality analysis be achieved at scale without sacrificing accuracy?
- How to handle evolving themes over time?
Finally, we will explore buzzworthy tech trends in open-ends—like generative responses, active listening chatbots, and conversational insights tools—oRering a peek into the future of feedback analysis.
Speaker:
Maurice Gonzenbach
CaplenaCo-Founder
Since co-founding Caplena in 2017, Maurice has been actively involved in the market research and CX industry, dedicated to translating the latest AI advancements into practical tools that not only make researchers more efficient but also enhance their enjoyment of previously repetitive tasks.
As an expert in feedback analysis, Maurice also lectures in Master of Advanced Studies courses and frequently presents current best practices at prominent conferences such as IIEX Europe/NA, Quirks NY, and Succeet.
Maurice holds a MSc Computational Science & Engineering from ETH Zurich and has published multiple scientific papers in the fields of image & natural language processing.
14:20 - 14:40
Landmark Information Group Case Study: How to Re-Engage Your Customers the Landmark Way
This presentation will take you through the reimagining of the customer proposition, the use of customer feedback and how we used that to shape how we moved from supplier to partner. We will talk about our holistic approach to customer relationships and how we work together as a team to identify opportunities that benefit our customers as much as they benefit the business.
We will also talk about how we won the hearts and minds of our people and boosted our Employee Engagement Scores to 91%.
And finally, we’ll talk about the impact that our transformation has had. We’ll demonstrate how our customers success is our success, and why we are bucking the trend both from a customer satisfaction point of view, but also a market point of view.
Speakers:
Helen Luty
Landmark Information GroupHead of Customer Experience
Nick Mills
Landmark Information GroupNational Training Manager
15:00 - 15:20
Places for People Case Study: Embedding Inclusion as a Service Design Principle
How customer psychographic segmentation can inform strategy, customer engagement , service design and customer experience.
In this session you will achieve an overview of what psychographic segmentation is and how understanding customers from a capability and needs perspective can be used as a tool to inform customer service design, strategy, operational delivery and efficiency, regulatory compliance and improve customer experience.
You will be introduced to evidenced housing organisation customer results and data, and have the opportunity to understand how to apply and consider service design through the lens of segmentation and vulnerability.
Speaker:
Naomi Sweeting
Places for PeopleGroup Head of Research & Insight
15:20 - 15:40
Unleash the Power of Premium Engagement
Would you like to capitalise on advances in mobile, social media, and AI to deliver personalised, valuable experiences that your customers truly desire? And would you like to provide this experience without the worry of fake accounts, promotional abuse, and other security risks?
Join our upcoming session to gain the insights you need to navigate this dynamic landscape with confidence. We’ll explore how to make the most of both new and traditional communication channels, while solving the puzzle of secure customer engagement.
Our goal? To empower your business to meet the expectations of the modern customer.
Speaker:
Matthew Bell
TelesignRegional Director, EMEA
Matt is an accomplished Global revenue and sales leader with over 25 year’s experience in software and communications.
Matt has a deep understanding of the UCaas, CCaaS and CPaaS marketplaces which can be shown by the senior positions he has held at organisations such as Sinch, Vonage and 8x8.
15:40 - 16:00
Panel Discussion: Harnessing the Power of Data in Engagement: Turning Insights into Action
Topics our panellists will explore include:
- The role of data in shaping strategies
- Turning data into actionable insights
- AI's role in data
- Real-time data for immediate decision-making
- Data visualisation and storytelling
- Governance and compliance
- Challenges of data siloes
- Predictive analytics
- The role of data and insights in personalisation and customer journeys
- Future trends
Speaker:
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Vanessa Milan
Cambridge University Press & AssessmentHead of Voice of the Customer, Global Operations
I am a passionate Voice of the Customer lead and a natural advocate for customers. I am skilled at engaging internal stakeholders to strategically improve the customer experience across Cambridge University Press and Assessment.
I am a self-starter and multi-disciplinary person who leads the development and execution of the Voice of the Customer programme, strategy and governance for Global Customer Service, Credit Management, Royalties, the English division Channel Partners and English and Education product platforms at Cambridge University Press & Assessment.
16:00 - 16:30
Coffee & Networking
13:35 - 13:40
Host Welcome
Speaker:
Brandie Deignan
Pier Health GroupChief Executive Officer
In early 2021 Brandie joined primary care within NHS in general practice as Chief Executive Officer. Prior to this role, Brandie was Managing Director at Marco Pierre White Restaurants, cementing her c20 years’ experience in the consumer service delivery industry across hospitality, retail and aviation. Before her MD role, Brandie held senior leadership positions at British Airways Plc, Tesco Plc, Whitbread, Travelodge and Hilton Hotels, where she started her career as a graduate trainee and worked her way up.
A true trailblazer, Brandie was the first female MD to hold her MD role at MPW Restaurants. As of 2020, Brandie was the first black female MD within branded restaurant groups in the UK. Brandie was recently named as one of the top 15 BAME high fliers in travel and tourism industry, and was a finalist at the Black British Business Awards, Senior Leader, Consumer and Luxury 2020. Brandie was recently voted No 41 of the Top 50 listening leaders and also nominated in the National Diversity Awards for positive role model, gender diversity.
13:40 - 14:00
Cleo AI Case Study: Make It AI… but Less Boring
Yes, we’re here to solve customer problems but what if we could do it in a way that delighted users.
Making a customer smirk during an interaction might just put some polish on the issue that brought
them to us in the first place.
In this session, Daniel will be sharing some of the do’s and don'ts of injecting personality into our AI has led to at Cleo AI.
Speaker:
Daniel Bunton
Cleo AIHead of Customer Support
Like 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.
14:00 - 14:20
From Feedback to Engagement: Harnessing Insights to Drive Customer and Agent Success
Customer feedback—whether solicited or unsolicited—holds the key to unlocking deeper customer engagement and improving business outcomes. Every interaction, whether through surveys, reviews, or unsolicited feedback from the interactions that you have with customers, offers valuable insights that can shape the experiences you deliver. However, many organisations struggle not only with data silos but with turning these insights into meaningful action.
In this session, we will explore how to leverage all forms of customer feedback to create more personalised, data-driven experiences, whilst improving agent performance and delivering long-term business success.
• Democratising Data: Learn how unifying feedback and breaking down data silos can lead to more personalised customer experiences, smarter product strategies, and transformative business decisions.
• Turning Insights into Action: Discover how to use both solicited and unsolicited feedback to generate actionable insights that drive engagement and satisfaction.
• AI-Powered Agent Coaching: Understand how AI-driven coaching based on customer feedback enhances agent performance, improves customer satisfaction, and creates a cycle of continuous improvement.
Speaker:
Frank Sherlock
CallMinerVP of International
14:20 - 14:40
Learning & Development's Role in Transforming Customer Contact: In Conversation with Charlotte Burridge-Taylor, Head of Training for Global Customer Care at Volvo Group
Speaker:
Charlotte Burridge-Taylor
VolvoHead of Training for Global Customer Care
Strategic, results-focused leader, driving commitment to excellence through learning development and delivery and expert management of teams and processes.
My motorsport background gives me a unique perspective when it comes to premium brands which I have been able to use in the classroom to really bring training programmes to life and drive forward excellent results. Experience with premium brands has also given me a clear understanding of corporate guidelines, KPI’s, processes and the importance of striving for the highest level of customer satisfaction.
14:40 - 15:00
Empowering the Future: Exploring the Future of Consumer Behaviour in the era of AI
How do we empower people in the era of AI? This session explores the profound shifts in consumer behaviour that we've seen from our customer's early adoption of Microsoft's Copilot solutions.
The mindsets, tools, and routines of employees in the workplace are evolving and while the core principles remain, their actions are transforming quickly. The contact centre stands at the nexus of these significant changes, forming a crossroad between the consumer, the agent, the brand, the tech, and now the AI that charges those pathways.
Launching a modern Contact Centre amidst such rapid transformation requires empathy and foresight to navigate the uncertainty of the future of these shifts. Any change can be met with resistance and a change of this calibre that requires time, money, and specialisation demands a deep understanding of how to empower people in this new age of collaboration between people and technology.
And more is yet to come: Agentic AI is on the horizon. How will we adapt?
Speaker:
Sebastian Reeve
MicrosoftDirector Product Strategy
Having spent more than 20 years obsessing about how customer experience transects the world of technology, Seb has finally decided to admit that this is not just a phase.
In his current role at Microsoft, Seb is responsible for the strategy and evangelism of the Customer Experience Applications (CXA) solutions portfolio – including the newly-launched Dynamics 365 Contact Center – helping brands to use AI and machine learning tech to create extraordinary experiences which consumers actively choose to use and drive measurable results for their business.
15:00 - 15:20
Westminster City Council Case Study: Developing Report It - Our Resident Led Gen-AI Tool
Speaker:
Rebecca Gordon
Westminster City CouncilHead of Online Customer Experience
As 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.
15:20 - 15:40
Revolutionising Contact Centres: The Strategic Impact of Proprietary AI
Speaker:
John Work
DialpadManager, Sales Engineering EMEA
15:40 - 16:00
Panel Discussion: Evolving Customer Contact: Balancing Human Touch, Technology, and Engagement
Key themes include:
- Balancing human touch with technology in customer contact
- Data-driven insights for optimising customer contact performance
- Agent empowerment and training for improved customer interactions
- Omnichannel integration for seamless customer support
- Managing remote and hybrid customer contact teams
- Reducing customer contact attrition through employee engagement
- Personalisation and customer segmentation
- Building a customer-centric culture
- Proactive customer engagement
- Addressing the needs of vulnerable customers
Join us for an insightful exploration of these themes, equipping you with actionable strategies to enhance your customer contact initiatives.
Speaker:
Deborah Woods
Costa CoffeeContact Centre Manager
16:00 - 16:30
Coffee & Networking
13:35 - 13:40
Host Welcome
Speaker:
Vinay Parmar
Druva StarFounder
13:40 - 14:00
Financial Times Case Study: Leveraging Data and Personalisation to Drive Conversions
In today’s competitive landscape, leveraging data and personalization has become critical to converting users into paying, loyal customers. In this session, Sam Lewis-Williams, Head of Marketing Automation at the Financial Times, will share key strategies in a case study from the FT for utilising customer data to create tailored experiences that drive paid conversions.
The presentation will explore how the FT has successfully employed data-driven approaches to understand user behavior and motivations, allowing for more personalised content and messaging. By mapping the customer journey and segmenting audiences effectively, the FT has been able to target potential subscribers with relevant, timely interactions that guide them through the funnel from registration to conversion.
From this session you’ll hopefully learn actionable insights on creating personalised user journeys, optimising touchpoints, and using automation to scale these efforts. With a focus on real-world examples and measurable results, this session will equip marketers with the tools to enhance conversion rates and build stronger relationships with users by delivering the right message at the right time.
Speaker:
Samantha Lewis-Williams
Financial TimesHead of Marketing Automation
14:00 - 14:20
Growth & Loyalty Are Easier Than You Think - Fix These Basics
Speaker:
Steve Baxter
ZohoEnterprise Marketing Manager UK
'Steve has worked in B2B marketing for over 30 years. He joined Zoho in March 2022. During his career, Steve has worked for a wide variety of company types: big multinationals like Kyocera and Zoho, SMEs in the West Midlands and even for himself.
When he's not working, he's drumming in his rock band, following F1 or being dragged into equine activities by his wife and daughter.
14:20 - 14:40
Oxford Languages Case Study - Put Your Mission Where Your Mouth Is: Innovating Language for a Global Impact
The presentation “Put Your Mission Where Your Mouth Is” begins with an introduction to Harriet, a dedicated team member who exemplifies our mission and values. This personal touch sets the stage for a deeper connection with the audience, showcasing the human element behind our work.
We then delve into the core of Oxford Languages (OUP) and our mission. We emphasize our commitment to continual innovation and the advancement of language knowledge for the benefit of everyone, everywhere. This section highlights the driving force behind our initiatives and the broader impact of our work.
Next, we share how our values are reflected in our products. By focusing on under-resourced languages and promoting inclusivity in world English, we demonstrate our dedication to linguistic diversity and accessibility. This part of the presentation underscores the importance of aligning our products with our ethical standards.
The presentation continues with a look at how we foster growth through collaboration. We discuss our co-creation efforts with customers, the celebration of the word of the year, and our engaging webinars. These collaborative initiatives not only enhance our offerings but also build a sense of community and shared purpose.
Finally, we address our approach to building relationships and loyalty. By giving our branding a personable and human touch, we move away from a serious persona and emphasize human curation. This strategy helps us connect more deeply with our audience, fostering trust and long-term loyalty.
Speaker:
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Harriet Lack
Oxford LanguagesHead of Customer Success
Harriet Lack is the Head of Customer Success at Oxford Languages, bringing a decade of experience in Customer Success roles across a range of industries from Finance and Food Technology to Licensing. Harriet is renowned for her ability to build and lead Customer Success teams, driven by a passion for data-driven insights and a commitment to co-collaboration with customers.
Throughout her career, Harriet has managed customer-facing teams in both start-ups and established businesses, covering areas such as Customer Success, Service, Operations and Telesales. She specializes in establishing and growing Customer Success teams, developing effective strategies and KPIs, implementing CRMs, and leveraging data analytics to drive growth and retention.
Harriet’s expertise and dedication to customer success make her an exceptional speaker on topics related to customer success and operational excellence. Her insights and experience provide valuable perspectives for any audience looking to enhance their customer success strategies and achieve sustainable growth.
14:40 - 15:00
Seeing the World From the Outside In
15:00 - 15:20
Research Reveal: Breaking down Silos to Create Customer Engagement
Speakers:
Jo Davies
Davies HickmanGlobal Director of Market Research
Jo and Marcus are founders of Davies Hickman Partners, set up in 2007. Responsible for one of the longest-running tracker studies of customer contact – The Autonomous Customer – they are market research advisers to the customer experience and contact centre industry, that includes some of the leading customer service associations. In 2023, Davies Hickman Partners were finalists in the Content Marketing Institute awards for research on AI for CX. Jo is on the BSI and ISO committee responsible for developing Contact centre, Customer service excellence and Complaint handling standards.
Marcus Hickman
Davies HickmanManaging Director
Jo and Marcus are founders of Davies Hickman Partners, set up in 2007. Responsible for one of the longest-running tracker studies of customer contact – The Autonomous Customer – they are market research advisers to the customer experience and contact centre industry, that includes some of the leading customer service associations. In 2023, Davies Hickman Partners were finalists in the Content Marketing Institute awards for research on AI for CX. Jo is on the BSI and ISO committee responsible for developing Contact centre, Customer service excellence and Complaint handling standards.
15:20 - 15:40
Empathy in Action - Supporting Vulnerable Customers to Shape the Future of Loyalty
In this new era of customer engagement, the key to building lasting loyalty is delivering good customer outcomes through tailored and consistent experiences. Achieving this requires a cultural shift within organisations, where both empathy and innovative solutions play vital roles.
With nearly 50% of customers typically classified as vulnerable, businesses must build a customer experience that starts with the assumption that any customer may be vulnerable, laying the foundation for more meaningful and personalised engagement.
In this session, we’ll share insights from our latest vulnerability research, showing how a thoughtful combination of empathetic human service and cutting-edge technology can drive loyalty.
Learn how addressing the needs of vulnerable individuals not only aligns with regulatory changes like Consumer Duty, but also generates deeper trust, loyalty, and sustainable growth across all customer segments.
Speakers:
Mike Stewart
ArvatoConnectHead of Digital Practice
Joseph Jack
ArvatoConnectHead of Compliance
15:40 - 16:00
Panel Discussion: Building Lasting Customer Relationships: Strategies for Growth and Loyalty
In this panel discussion our experts will delve into essential components that drive customer grwoth and loyalty, including:
- Strategies for acquisition and retention
- Leveraging data to create personalised experiences
- The impact of customer feedback on loyalty building
- Delivering value beyond the transaction
- Measuring and optimising customer lifetime value
- Cultivating brand advocates to enhance engagement
- Ensuring omnichannel integration for sustained growth
- Developing long-term customer relationships - Aligning marketing efforts with loyalty objectives
Speakers:
Rebecca Jones
Access PaySuiteDirector of Customer Success
Rebecca Jones is the Head of Customer Success at Access PaySuite, the payments division of the Access Group. Rebecca is a senior commercial leader specialising in Customer Success, team building, and payment innovations. She started her career on Wall Street, working in traditional Financial Services and, in 2020, pivoted into the FinTech SaaS start-up space in order to build and scale cutting-edge technology companies. Alongside full-time work Rebecca earned an MBA from Warwick Business School, focusing on entrepreneurship and innovation. Rebecca is active speaker and mentor in the London FinTech and Payments ecosystem, currently serving as the London chapter lead for the Women of Customer Success global community, and recently included in the Women in FinTech Powerlist, by Innovate Finance. Rebecca grew up in Sunny California but has called the UK home for over a decade.
Shannon Hamer
EconomistGlobal Head of Customer Success
Shannon is Head of Customer Success at The Economist but was an early adopter of Customer Success in the UK having launched and led Customer Success globally in large organisations including RELX Group, Financial Times and Zoopla. When not doing all things Customer Success, Shannon enjoys spending time with her husband, three daughters and is an avid puzzle and wine enthusiast!
Dina Hassan
LinkedInHead of Customer Success - Global Clients, Search & Staffing - EMEAL
16:00 - 16:30
Coffee & Networking
13:35 - 13:40
Host Welcome
Speaker:
Brian Manusama
ActionaryExecutive Partner
13:40 - 14:00
John Lewis Case Study: Shaping and Delivering a Customer Experience Strategy
Speakers:
Rebecca Martin
John LewisSenior Customer Experience Manager
Rebecca 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.
Jasmin Wheeler
John LewisCustomer Experience Lead
I’m an innovative and energetic Product Lead, motivated by getting the best for the people around me – whether that’s the customers I design for or the teams I work in or lead. My expertise has been built through five years’ working in retail across shops and head office for the John Lewis Partnership, during a period of radical change.
Honest, supportive and aspirational, I enjoy working collaboratively with people to create tangible results with a clear purpose in mind. Through leadership roles on the shop floor and in experience design, I’ve developed an agility to deliver both operational success and strategic vision. I focus on the future while meeting the practical needs of today.
Last year I learned a lot from being part of John Lewis’s Restart programme, which saw the safe and successful reopening of our 38 shops following the first national Covid lockdown. My focus was to ensure we were well placed to adapt to the change in our customers’ needs, particularly those from vulnerable groups.
Progression? I really value it, for myself and the teams I lead. So I’m energised by opportunities through which I can broaden my experience and enable others to reach their full potential.
14:00 - 14:20
Transforming Customer Support Into a Competitive Advantage
Support quality is an important factor to consider when purchasing a system that’s core to one’s business, and you’ll hear companies left and right talking about delivering “a better customer experience,” but what does that actually mean?
In 2023 Front made our support metrics public to “show, not tell” the high service standards we commit to for our customers. While the benefits are clear for our customers, there’s been a positive impact for our team and company as well. We’ve had overwhelmingly positive responses to our “Support Report,” which has made it easier than ever to communicate the value of support as a revenue driver (not a cost center) to leadership outside of support and to hold our team accountable to a high standard of work.
Join Luke, our Senior Customer Support Specialist as he covers why making support metrics public is worth the risk; how to get started/the most important metrics to include; and how you should respond if your metrics start to slip.
Speaker:
Luke Atkins
FrontSenior Customer Support Specialist
14:40 - 15:00
Quilter's Transformative Journey to Customer-Centric Excellence
Quilter, one of the UK's leading wealth managers, has been recognised with the Best VoC Transformation award at the CX Live Global Awards for its innovative approach to enhancing customer experience (CX). Committed to providing high-quality financial advice and sustainable operations, Quilter empowers customers to achieve financial prosperity for generations.
In this presentation, Terry Ward explores Quilter's alignment of customer and digital experiences, highlighted by a new mobile app and an engaged Customer Community that promotes active feedback.
The firm's enhanced Voice of the Customer Programme, along with its adherence to Consumer Duty regulations, ensures a seamless and transparent experience. Despite economic challenges, Quilter has achieved notable growth and high customer satisfaction scores, driven by insights that guide continuous improvement.
This journey showcases how customer-centricity can effectively reshape the wealth management landscape.
Speaker:
Terry Ward
QuilterCustomer Insight Specialist
15:00 - 15:20
Experian Case Study: Programme Governance to Enable Success
Speaker:
Emma Perkins
ExperianHead of CX Strategy EMEA & APAC
Over the past 5 years Emma has driven the Customer Experience agenda delivering change and CX improvements across the EMEA and APAC region delivering significant increases in Relationship NPS scores year after year. Leading the CX programme across 12 countries to deliver actionable insights and improvement activities, collaborating across multiple functions and levels within the organisation. Understanding the value of CX and the impact on business outcomes has been key to success.
Emma is committed to health and wellbeing and prior to joining Experian was fortunate to work in the fitness industry combining her love of being active outside with great Customer Experiences.
Specialties:
Customer Experience and Loyalty measurement
Market development
Driving change
Customer feedback mechanisms
Lean Six Sigma Black Belt
15:40 - 16:00
Panel Discussion: Customer Experience Management: The Strategic Key to Success
In this panel discussion our industry leaders will explore the key strategies behind effective Customer Experience Management.
This panel will focus on critical elements that enhance customer engagement and drive satisfaction, including:
- Implementing technology for improved customer engagement
- Creating a unified experience across all channels
- Empowering employees to enhance customer interactions
- Defining and measuring the customer experience
- Implementing effective metrics for customer experience
- Training teams to ensure consistency in service delivery
- Handling customer complaints and resolving issues effectively
- The role of emotional intelligence in customer service
- Emerging trends in customer engagement
- Proving the ROI of customer engagement excellence
- Designing customer engagement services for optimal impact
Speakers:
Natalia Tatar
Fuller Smith & Turner P.L.CGroup Sales and Events Manager
Group Sales and Events Manager for Fullers since 2019
17 years of experience in Hospitality Sales and Events
Worked for companies like Novus Leisure and Revolution Bars
Sales Executive Apprenticeship Level 4
Member of Institute of Sales Professionals
I am a competitive and driven individual with a proven record of developing advanced sales structures and achieving consistent, sustainable sales growth. I focus my teams on delivering exceptional guest experiences as the key to outperforming their targets.
In my current role I navigate complex business landscapes, through building a strong sales and events team concentrated on enhancing customer engagement and adapting traditional sales processes to the demands of the modern digital economy.
Outside of work, I am a highly active mum of toddler who loves travelling, and spending time with her family and friends!
Deborah Winfield
ClinisuppliesChief Consumer Officer
Jasmin Wheeler
John LewisCustomer Experience Lead
I’m an innovative and energetic Product Lead, motivated by getting the best for the people around me – whether that’s the customers I design for or the teams I work in or lead. My expertise has been built through five years’ working in retail across shops and head office for the John Lewis Partnership, during a period of radical change.
Honest, supportive and aspirational, I enjoy working collaboratively with people to create tangible results with a clear purpose in mind. Through leadership roles on the shop floor and in experience design, I’ve developed an agility to deliver both operational success and strategic vision. I focus on the future while meeting the practical needs of today.
Last year I learned a lot from being part of John Lewis’s Restart programme, which saw the safe and successful reopening of our 38 shops following the first national Covid lockdown. My focus was to ensure we were well placed to adapt to the change in our customers’ needs, particularly those from vulnerable groups.
Progression? I really value it, for myself and the teams I lead. So I’m energised by opportunities through which I can broaden my experience and enable others to reach their full potential.
16:00 - 16:30
Coffee & Networking
11:00 - 12:00
Closing the Loop on CX Insights: From Data to Action
Led by SmartSurvey's Head of Product, Tom Barrie, this session invites CX leaders to explore practical strategies for turning customer feedback into meaningful actions. Through engaging discussions and real-world examples, you'll discover how to close the loop at every level of your organisation—frontline, management, and executive.
This collaborative session emphasises learning from both Tom’s insights and your peers’ experiences. Participants will delve into proven methods to operationalise feedback using the right tools, integrate insights seamlessly into workflows, and leverage customer success stories to drive results.
Leave with fresh approaches and practical tactics to elevate your CX initiatives and foster real change within your teams.
Speaker:
Tom Barrie
SmartSurveyHead of Product
I'm a people focused product manager and coach. I love building happy, multi disciplinary teams that collaborate effectively to solve challenges for users and organisations all over the world.
Over the last 10 years I've had the pleasure of working with clients such as Google, NatWest, Mozilla, Fiat Group, Kia, Subaru UK and the RAC as well as regional SMEs and startups.
11:00 - 12:00
Maximising the Value of Open-Text Feedback: AI and Creative Solutions for CX Success
Speaker:
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Jim Miller
MedalliaSenior CX Consultant
11:00 - 12:00
Cinema Session: The Big 2024 Customer Service Review: Where Do You Stand? What Insights and Trends Should You Be Focusing On for 2025?
Join Simran, Will and Aslesha from Freshworks for a fast-paced session unveiling the findings of the Freshworks 2024 Customer Service Benchmark Report. Discover how your performance stacks up against peers from 17,170 businesses across 25+ industries, analysing over 37 million conversations and 19 million tickets.
We’ll highlight key successes from 2024, the channels that customers and your support teams love to use, along with pinpoint the areas for improvement. We will also share three critical trends shaping customer service in 2025. Get ready to assess your position in 2024 and learn where to focus your efforts for the year ahead!
Speakers:
William Lynch
FreshworksLead AE - Enterprise | UKI
Award-winning SaaS sales AE with over 6 years of experience. A proven track record of overachieving in closing roles. A wealth of expertise in B2B in Commercial and Enterprise SaaS Sales. Passionate. Positive. Persistent.
"People will forget what you said, people will forget what you did, but people will never forget how you made them feel."
- Maya Angelou
Simran Kaur
FreshworksEnterprise Account Director
My success is based on an audience-centric approach, value-based selling & relationship building. Whilst I focus on achieving critical business goals.
Curious and ambitious to learn, I have enjoyed the challenge of many different industries, including IT, Research & Advisory, Advanced Manufacturing, Business Services, Energy & SaaS.
Creating a culture of equality & empowerment is very important to me, and I find great fulfillment through my volunteering activities with Khalsa aid and Thrive with mentoring. Amongst other things, my ambition is driven by my desire to be a positive role model to my 2 boys, encouraging them to build careers and lives of purpose and passion.
Aslesha Nargolkar
FreshworksCX Lead Solutions Engineer
I also lead a global webinar program to increase presales scalability for mid-market deals, and mentor and train the wider European team as a Lead CX Solution Engineer. I hold a Master’s degree in Computer Science and Engineering, and two AWS certifications: Solutions Architect and Developer. I have expertise in various programming languages, scripting, web programming, and operating systems, as well as in application design, development, testing, documenting and product support.
13:40 - 14:40
Leveraging the Customer Journey for Actionable Business Results
Understanding the full customer journey has never been more critical, yet many businesses still operate in silos, missing key insights across touchpoints.
In this interactive roundtable, Medallia and industry peers will explore how to connect the dots across the entire customer experience, from gathering solicited feedback to tracking digital behaviours, mapping cross-channel journeys, and leveraging social media insights. We’ll discuss how to go beyond just collecting data and focus on understanding it in ways that drive action and align your entire organisation around the customer.
Join us to discover best practices for breaking down silos, turning insights into actionable improvements, and building a customer-first mindset across your teams. You’ll leave with practical strategies to create meaningful change, foster stronger loyalty, and drive business growth.
Speaker:
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Lisa Garthside
MedalliaPrincipal XP Consultant, Professional Services
Lisa joined Medallia in 2019 as a CX Advisor. Since then she has advised a range of companies across sectors on driving change & building cultural transformation through listening to the customer. Lisa's focus is on driving true customer centricity and true business improvement.
13:40 - 14:40
Taming GenAI for Delightful Experiences; Where to Start, How to Start - And How to Keep Going!
Speakers:
Kathryn Simons-Porter
Local MeasureEMEA Sales VP
Kathryn has worked with Contact Centres and their associated leaders for over 20 years across the EMEA region, is a certified CX Specialist and holds a Post Grad in 'Applied CX and Emotional Intelligence'. Kathryn's co authored book is due to be published in December, which talks to the role of Emotional Intelligence in the workplace and how this can be cultivated through use of Generative AI.
In Kathryn's role at Local Measure at VP of Sales for EMEA, Kathryn works across all sector verticals to guide organisations on successful contact centre optimisation programs.
Russell Yeates
AWSPrincipal Sales Specialist for Amazon Connect
Russell 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.
Download the Customer Engagement Summit Preview Guide
2024 Partners
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Verint is “The Customer Engagement Company.” We help organisations simplify and modernise the way they engage customers through their contact centre, branch, back office and marketing departments. Our market-leading broad portfolio of cloud and hybrid solutions is designed with the latest artificial intelligence and advanced analytics technologies to deliver greater automation and shared intelligence that drives real business impact. Verint is your partner to make customer engagement a strategic advantage and a strong competitive differentiator for your organisation.
Kantar is the world’s leading data, insights and consulting company. We understand more about how people think, feel, shop, share, vote and view than anyone else. Combining our expertise in human understanding with advanced technologies, Kantar’s 30,000 people help the world’s leading organisations succeed and grow.
Our innovative solutions are rooted in global customer data and tested to ensure our partners' continued success. From advanced APIs to next-gen payment technology, BHN empowers brands to reimagine consumer interactions as positive engagements.
Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the No. 1 enterprise experience platform, Medallia Experience Cloud is the experience system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment.
The Foundation is an award-winning independent consultancy. For over 25 years we have helped brands and businesses get closer to their customers and understand how they can pioneer on their behalf to build the foundations of sustained success.
We give organisations the vision, ideas, system, and behaviours to create compelling experiences that earn more customer decisions in their favour.
• Strategy • Innovation • Capability
Our business is people-driven – we continue to use their feedback to develop our culture and shape the future for them, our customers, and the wider planet. Our culture drives meaningful change by giving employees a voice and building a robust and accountable approach to how we engage with them.
At its core, our fundamental purpose is to build customer loyalty for some of the world’s biggest brands and UK public sector organisations. We work with our clients to redesign the customer experience they deliver, to achieve better outcomes for their business, and ours.
Designed with total flexibility and enhanced with AI, Deskpro intuitively adapts to your business’s unique needs. Deskpro's flexibility extends to hosting options, allowing you to choose between our Cloud, your Cloud, or an On-Premise solution.
Say hello to Caplena.com, your customer feedback sidekick! Using Augmented Intelligence, we turn mountains of data into valuable insights in minutes with our innovative Augmented Intelligence technology. Say goodbye to manual categorization and hello to deep, meaningful insights.
Companies like eBay, DHL, Lufthansa, and Miro trust us to help them understand their customers and drive success. And, because we believe in the power of storytelling, we make it easy for you to visualize and present your findings in a way that truly showcases the impact of your customer insights.
Join the ranks of successful companies and try Caplena today - the text analysis tool for your customer feedback..
For more information visit: www.caplena.com
Take your CX to new heights with Fullview. Halve support times and optimize customer interactions by guiding users live in your product with screen control. Our cutting-edge cobrowsing and screen-sharing technology is designed for effortless integration and ease of use, embedding directly into your product with just a few clicks. Fullview also seamlessly synchronizes with leading support platforms like Intercom and Zendesk, making it simple to initiate cobrowsing sessions from the systems you already use to engage with customers.
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.
We supercharge our agents with our tech to reduce your costs and increase customer satisfaction through a very flexible and scalable approach. The service is available 24/7, supports all channels (chat, email, phone and social media) and is 100% flexible both in terms of coverage and tickets typology. We cover all European languages.
For more information visit: www.onepilot.co
Front is the modern customer service platform that helps companies delight their customers, engage their teams, and build stronger businesses. We’ve reimagined the help desk for real-time team collaboration across every customer communication channel, then powered it all up with AI and automation to resolve issues and help teams work faster. Customers get exceptional service whether they’re looking for a simple, instant answer, or personalized help on their most complex issues — and you get the analytics and insights your business needs to optimize your customer experience. Over 8,500 businesses of all shapes and sizes, from ClickUp to Branch Insurance, Echo Global Logistics to Reed & Mackay rely on Front to deliver game-changing service that wins and retains customers for life. To learn more, visit www.front.com.
Davies Hickman are an independent market research consultancy with expert knowledge in customer experience management and innovation. Transform your business into a customer engagement powerhouse using our free step-by-step VEVE framework. To find out more visit: www.davieshickman.com
The Coveo platform is certified ISO 27001, HIPAA compliant, SOC2 compliant, and 99.999% SLA resilient. We are a Salesforce Summit ISV Partner, an SAPⓇ Endorsed App, and an Adobe Gold Partner.
Coveo is a trademark of Coveo Solutions Inc.
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“Great event, good presentations and discussions, well prepared and organised.”Senior VoC Programme Manager , TUI
“It was very well organised, in a beautiful building/easy to get to, the networking opportunties were fab and the sessions were informative and inspiring. The shorter session length was great too!”Head of Community, Wolf & Badger
“First time at the event, content and speakers were excellent.”Head of Conduct, Governance & CX , Chubb
“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
“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 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 Ops, OneAdvanced
“I found a lot of interesting insights and inspiration for my future plans at work and how to face challenges.”Customer Success Manager, Milkrite
