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 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
1000+ ATTENDEES
100+ PRESENTATIONS
ONE-DAY EVENT
ROUNDTABLE SESSIONS
Key facts
1000+ ATTENDEES
100+ presentations
ONE-DAY EVENT
roundtable sessions
CASE STUDIES, INTERVIEWS & PANEL DISCUSSIONS
1-2-1 MEETINGS
What to expect
Nicky Haddow
Victoria’s Secret UK Head of MarketingNicky Haddow has extensive experience in the retail industry, with a focus on marketing and management roles. Nicky's most recent position was as the Head of Marketing at Victoria's Secret & Co., starting in December 2023.
Prior to that, Nicky was the EU Marketing Director at Gap from September 2020 to December 2023. Nicky also worked as the Head of Customer Marketing at Ann Summers from January to August 2020. Before that, Nicky held various roles at New Look starting from February 2012, including Head of Marketing Operations, Head of Group Trade Marketing, Senior Trade Marketing Manager, Retail Trading Operations Manager, and Regional Business Manager. Nicky also served as an Area Manager at TOPSHOP TOPMAN from June 2010 to February 2012, and as an Area Manager at Evans (Arcadia Group Ltd) from June 2006 to June 2010.
Nicky began her career as a Regional Visual Merchandiser at Evans (Arcadia Group Ltd) in August 2003, where they worked on improving visual standards in stores and managed a team of area visual merchandisers.
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 CRM/customer engagement & Loyalty Leader.
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.
Tim Banks
PayPal Director, Customer Success, UK & Southern Europe
At the forefront of PayPal's mission to redefine commerce, I lead the charge in nurturing profound relationships with our Enterprise merchants. My focus is to amplify PayPal's value, foster the adoption of ground-breaking services, and enhance existing solutions. With a robust background in customer success and technical account management, the teams under my leadership thrive on delivering exceptional service, pinpointing growth opportunities, and driving digital transformation.
Shannon Hamer
Economist Global Head of Customer SuccessShannon is a Customer Success Leader, driving customer and commercial value in media and SaaS.
An experienced event speaker and consultant.
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
Experienced Marketing Professional - adept at leveraging customer insights and analysis to identify opportunities to increase customer engagement via multi-channel customer-facing journeys.
Anna Wilcox
Bupa Head of Customer Experience
Chloe Rice
Shutterstock Director, Global Customer Experience
With over 9 years at Shutterstock in customer experience roles, Chloe is now Director of Global Customer Experience.
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.
Matt Mullen
East West Rail Head of Customer Information
Matt Mullen has extensive experience and passion for inclusive experiences across aviation, rail and retail industries. He works to make the future of customer experiences easy, personalised, intuitive and contextual, with a specialist focus on merging the built environment with the digital and social worlds of customers.
William Reddaway
East West Rail Head of Innovation
Will is Head of Innovation at East West Railway Company (EWR Co), spearheading the company’s innovation work and its mission to challenge the status quo by exploring new and better ways to plan, build and run rail in the UK for the long-term benefits of the sector. Will has been instrumental in EWR Co’s work to create an agile innovative organisation that is bold in thinking differently, and over the last dozen years has run innovation programmes from the industry defining Crossrail Innovation programme, within large Tier 1 contractor and central government within InnovateUK. Will helped bring i3P to life and is now a well-established innovation body within the infrastructure sector. Previously, Will has led change programmes in a large FTSE250 organisation, and worked as a systems and R&D engineer within the marine sector. Will is a chartered engineer with the Institution of Engineering and Technology (IET) and a Fellow of the Chartered Management Institute.
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!
Mark Nichols
Flagstone Head of OperationsMark has extensive experience in client success, experience and operations and is now the Director of Operations at Flagstone.
Naomi Sweeting
Places for People Group Head of Research & Insight
Naomi has an extensive background in customer experience and has recently joined the Places for People team as Group Head of Research & Insight.
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.
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Vanessa Milan
Cambridge University Press & Assessment Head of Voice of the Customer, Global OperationsI am a passionate Voice of the Customer lead and a natural advocate for customers. I am skilled at engaging internal stakeholders to strategically improve the customer experience across Cambridge University Press and Assessment.
I am a self-starter and multi-disciplinary person who leads the development and execution of the Voice of the Customer programme, strategy and governance for Global Customer Service, Credit Management, Royalties, the English division Channel Partners and English and Education product platforms at Cambridge University Press & Assessment.
Daniel Bunton
Cleo AI Head of Customer Support
Hi there! I'm Daniel, a former actor turned customer support enthusiast, currently Head of Customer Support at Cleo AI.
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.
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.
Marie Diane Tyler
Honeywell Global Customer Engagement LeaderPassionate about empowerment and inclusivity in business with a versatile and adept Marketing & Sales mindset boasting unparalleled organizational finesse and compelling communication prowess.
A visionary leader and collaborative team player, renowned for innovative thinking and rapid adaptation. Committed to excellence, I thrive in challenging environments, constantly demonstrate resilience under pressure while consistently delivering outstanding results.
Harriet Lack
Oxford Languages Head of Customer Success
Harriet is currently the Head of Customer Success at Oxford University Press. Before her career at Oxford Languages, Harriet was the Customer Lead and Head of Customer Success at fwip.
Khaled Miah
Zoho Regional Account ManagerKhaled has worked in SaaS for 10 years at companies like Xero, Simpro & now Zoho. Khaled's focus is on Zoho Desk for which he is the Regional Account Manager. Zoho Desk helps businesses of all sizes provide proactive and well-informed customer support. Outside of work, Khaled enjoys playing football and going to the gym.
Martin Hill-Wilson
Brainfood Consulting Founder
I'm a customer engagement and digital business strategist. Also an author and international keynote speaker. Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation.
Gerry Brown
Customer Lifeguard Chief Customer Officer
Gerry Brown, aka The Customer Lifeguard, is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service operations and customer experience strategy. Gerry has provided organizational leadership on people development, business transformation, customer engagement and technology enablement for some of the largest companies in the UK, Canada, and EMEA. These include National Express, Nutricia, The Royal Albert Hall, Endsleigh Insurance, O2, Screwfix, Sage, Sky, Bell Canada and TELUS. He is a frequent speaker, chairperson, panellist and facilitator at conferences, webinars, company events and other business gatherings, where his many years of business and customer service experience provide stimulating, thought-provoking engagement and audience participation. He is also a published author and his new book When a Customer Wins, Nobody Loses is available on Amazon to help business leaders to create winning and memorable customer experiences.
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
My career trajectory has been a case study in the power of networking, embracing a growth mindset and broad vision. Moving through various departments, I honed my skills in understanding the bigger picture of business operations. My transformative time at Egg.com cemented my beliefs in leadership, change management, and the profound impact of customer experience.
Brian Manusama
Actionary Executive Partner
Throughout my career, I have been at the forefront of delivering impact at scale, leveraging cutting-edge technology to resolve today’s business challenges and prepare for tomorrow’s Environmental, Social and Governance (ESG) challenges. My passion for customer engagement, digital business, artificial intelligence and customer experience focused leadership have been a consistent theme in my career.
Alex Scott MBE
BBC Sport and Sky Sports Former professional footballer, pundit and presenter
The former Arsenal Captain and England Centurion is a well-regarded pundit for BBC and Sky Sports, a regular on BBC’s Match of the Day as well as fronting ambassadorial campaigns with Nike, Barclays and Cadbury’s. Alex signed with Arsenal at age 8 and stayed with the team for most of her career. Alex helped the club achieve a domestic double of the FA Women’s Cup and the FA Women’s Premier League. She was also a key figure in the historic quadruple season for Arsenal in which they won all their trophy competitions. This became the obvious prelude to Alex’s captaincy for the club in the 2014/15 season. While playing for England Alex had the opportunity to travel all over the world playing the game she loves. Retiring from international football in 2017, though not before representing Great Britain in the Olympics. Alex ended up the second most capped England player with 140 appearances. Since her retirement in 2018, Alex has begun a successful broadcasting career and has quickly become renown for her insights into the game and sharp punditry skills. Alex is a steady part of BBC Sport’s football broadcasting team and has become a regular face for Sky Sports football coverage, even providing courtside coverage of the NBA in January of this year. Alex made history last August as the first female Sky Pundit on a Sky Sports’ Super Sunday and made waves as a fresh addition to the BBC World Cup
Commentary line up. Alex has been involved in co-presenting Match of the Day Kickabout most Saturday mornings as well as forming part of the presenting team for The Women’s Football Show on Sunday evenings. She also took to writing a weekly women’s football column in the Morning Star and is a regular face on Premier League Productions’ Fan Zones. Away from the world of football, Alex took part in and won Bear Grylls: Mission Survivor and the Sports Relief Strictly Come Dancing special in 2018. Along with her achievements in broadcast, Alex has undertaken some exciting commercial and ambassadorial opportunities. In 2018, Alex began her partnership with Cadbury’s alongside Jamie Redknapp and Ian Wright, which is to continue into this year. She has also begun an ambassadorial role with Nike and is continuing her relationship with Barclays as a key spokeswoman for their move into the world of Alongside this, Alex is an ambassador for Arsenal Football Club. Alex is also heavily involved in charitable projects, working with Premier League Communities and launching the Sky Ocean Rescue and Premier League Plastic Pollution Challenge. She also opened The Alex Scott Academy in 2012 in partnership with Kingston College and Puma, the first of its kind for women in the UK. Alex wanted to create an academy system that not only focused on training but also focused on working towards qualifications, providing players with an unrivalled calibre of training, skill development and match play all while promoting excellence in the class room as well.
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 playerWith Team GB achieving unprecedented Olympic success and the whole of the United Kingdom fascinated by the sporting world, Gail Emms MBE is an icon of British sporting success. Former world champion and having won a silver medal at the 2004 Athens Olympic Games with mixed badminton doubles partner Nathan Robertson, the sporting star can now look back on a career that saw her reach the very top of her sport. As one of Britain’s inspiring Olympians, Gail represents the very best of the nation’s sporting offering. Playing badminton from the age of four, she has shaped her career around the sport and began representing her country in 1995. Her appearances in both women’s and mixed doubles tournaments have seen her awarded with gold, silver and bronze medals and she consistently achieved results that saw her reach the top of the world rankings. Inspired by her family’s love of sport, Gail was destined for a glittering career. Now retired from professional competition, she has turned her attentions to sharing the hugely positive impact that sport can have on life and well-being, working as an ambassador for sport and inspiring young people to be more active.
Matthew Harwood
Natwest Head of Customer Communications
Seasoned Digital Transformation Leader with a proven background in creating world leading customer experiences
Lindsay Mitchell
Harrods Head of Customer Service ExperienceA 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
Matt Roberts
Formula E VP Business IntelligenceMatt have over 20 years experience in data and insight, working for a number of sports broadcasters ( Eurosport, ESPN, BT Sport and Sky Sports) before joining F1 as Global Research director in 2017 where he headed up the research and insight department, managing all BI reporting and strategic insight for the business. In 2021, he joined Formula E to set up their insight function and is currently VP of Business Intelligence.
Isobel Mills
Bloom & Wild Director of Customer Delight
Isobel is the Director of Customer Delight for the Bloom & Wild Group. She’s passionate about making every customer’s gifting experience a delight. And
a huge advocate both for Customer Service as a rewarding and vibrant career option, and for all businesses to give all teams opportunity and encouragement to engage directly with their customers and customer service teams. She leads the Customer Delight team across two brands, eight markets and multiple channels. She has over eight year’s experience of working with Bloom & Wild, growing the function from a start up team of 2 through to the 41 strong team working with three outsourced agencies that delights customers all over Europe.
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.
Sanjay Luthra
Diageo Global Head of Digital & Technology - Consumer Data & Activation
Sanjay is the Global Head of Digital & Technology at Diageo, a world leader in alcoholic beverages, with 20 years of industry experience spanning consulting and fast-moving consumer goods.
Rebecca Powell
Ella's Kitchen Head of Customer CareAn experienced Customer Care Manager with over 12 years of expertise in the field of Customer Experience. With a passion for delivering exceptional service, Becky has successfully led teams in various industries, ensuring customer satisfaction and loyalty. Throughout Becky's career, she has consistently focused on developing and implementing strategies that enhance the overall customer journey. Adept at building and empowering cross-functional teams, focussing on exceeding customer expectations, increasing engagement and driving brand love on social media.
Nathan Sanders
Ford Head of European Contact CentresHello - 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.
Rosie Bailey
CitySprint Customer and Commercial DirectorRosie is responsible for CitySprint’s customer engagement strategy, focusing on attraction, acquisition, retention, and growth, and leading the Customer Experience programme including marketing, contact centres and the customer service organisation. Rosie also leads on pricing strategy, new business sales and the account management & development of CitySprint’s account customer base. Rosie is the sponsor for customer facing technology including the Salesforce CRM platform and has also led multiple change and business process improvement projects within the organisation. Rosie is part of the leadership team that in 2021 took CitySprint through a successful trade sale to Geopost Group, owners of DPD. With over 25 years’ logistics experience, Rosie led the strategic account management programme for the industrial and 3PL sectors at City Link before joining CitySprint in 2013.
Mark Kerr
BNP Paribas Real Estate Head of Customer Experience
Customer experience professional, working with brands and organisations to design, build and deliver transformational customer engagement strategies. Analytical and data driven adept at using insights to tell customer stories and influence policy decisions at all levels. Areas of specialism include data analytics ( Qualtrics certification), customer journey mapping, voice of the customer strategy, CRM, service design and real estate.
Louise Walsh
Utilita Energy Chief Customer Contact Officer
Louise, a seasoned professional deeply entrenched in Utilita's values, who embodies the company's mantra: always doing right by the customer. Having kickstarted her journey in 2011 as a customer service advisor, she has navigated her way up to the top echelons of the business, culminating in a comprehensive understanding of every facet of the industry and the core needs of customers. Previously Director of Sales Operations, Louise transitioned into the role of Chief Customer Contact Officer in February 2022. This new position allowed her to revolutionise Utilita's contact centres, leveraging her profound understanding of the business, its operations, and most importantly, its customers.
Gabriel Ross
Homeprotect Home Insurance Head of Customer Strategy
Gabriel has spent his career within Financial Services, where he has developed a deep understanding of customer engagement drivers and strategies. He spent the early years of his career working in growth and customer strategy development roles for Fintech startups, before becoming Head of Customer Strategy at Homeprotect. Gabriel enjoys fusing the analytical with the emotional, as well as leaning on his career experience working alongside diverse business functions and teams, to develop valuable strategies and solutions that resonate with customers. His experience working within high-growth startups also helps him to keep business transformation projects agile and maintain a focus on key commercial proof points throughout.
James Dolling
Arriva Rail London Head of Customer PropositionRailway 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.
David Walker
OVO Head of Lifetime Customer Value
David is working to improve the end-to-end customer journey and has been in leadership positions at OVO for over 6 years. Previously, David has held roles at SSE, Guardian News & Media, Spar and more.
Lynne Pitwood
Newcastle Building Society Head of Customer ExperienceLynne 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.
Emma Cottle
Newcastle Building Society Digital Marketing ManagerEmma Cottle is an experienced marketing professional with over 13 years experience in leading award winning teams, digital transformation projects and marketing initiatives to deliver growth to organisations through marketing strategy, digital content, improved UX, quality communications, plans and processes designed with customers at the heart.
Leon Ellerton
Experian Client Delivery and Customer Experience Director
I have a real passion for enabling and delivering Customer / Client Value and Experience driving satisfaction and revenue which has been developed over 16 years across multiple industries. Working for some of these industries most recognisable brands (Royal Bank Of Scotland, Kuoni GTA, Willis Towers Watson, Experian) I have worked end to end across the value chain to drive enhanced customer centricity and improvements that have a tangible impact to the Client utilising both digital and technology solutions but also leveraging process and engaging people.
Rozanna Short
GTR (Govia Thameslink Railway) Customer Experience Design Manager & Co-chair of The Women’s NetworkRozanna 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.
Ian Hunt
Liberty London Customer Service Director
A highly self-motivated individual with over 25 years' experience in UK retail. Has a demonstrable reputation for success in cross functional and supplier engagement, high level of attention to detail, process change and implementation in both e-Commerce and Retail Operations. Accomplished at innovative, creative problem solving and customer proposition development.
Carl McCartney
Les Mills Customer Experience DirectorCarl McCartney is Customer Experience Director for Les Mills. Carl started his Les Mills career as a National Trainer/ Presenter 20 years ago and has held a number of key roles within both the global and UK business, including working in both the German and Nordics markets and also working centrally as Global Performance Development Director.
This breadth of industry experience has allowed Carl to build unparalleled expertise in the Health and Fitness industry. He is dedicated to helping club partners build healthier businesses, working with them to achieve their business goals and supporting member retention and recruitment challenges.
Anuradha Deshpande
GoCardless Director of Customer Support
Anu is a highly experienced leader with strong experience working in technology-led businesses. She is a change agent with demonstratable expertise in transformation, leadership, strategy, and delivering results. She is leading the award-winning global Customer Support function at GoCardless and manages a scale Customer Success team. Previously at Redgate, she has played an instrumental role in turning around the Global Product Support organization over the last couple of years as its leader. She defined and executed a new vision and strategy that consistently delivered over 95% CSAT, leveraged technology to scale, and influenced over 33% of QoQ average revenues, delivering over 99% of SLA adherence across the entire customer base. Anu is now part of the Customer Success leadership team as it has rolled out across Redgate.
Kimberley Anthony
Tide Head of Engagement
Experienced, passionate and data-driven Head of CRM/D2C marketing expert with a focus on customer experience and digital channels. Highly skilled in all things CRM, including multi-channel strategy and optimisation, MarTech implementation/automation, hyper-personalised customer lifecycle journeys and leading teams to drive significant uplift in revenue and customer engagement.
Arianne Buhari
Utility Warehouse Operational Change Manager
Arianne Buhari is the Operational Change Manager at Utility Warehouse. She brings with her a wealth of experience gained over 20+ years in the energy sector and 8 years in change management. Arianne is currently responsible for the Operational Change & Improvement Department at Utility Warehouse, where she spearheads Utility Warehouse’s innovative strategy which allows the organisation to reimagine CX, drive agent engagement, and adapt to an increasingly competitive business environment.
Chris Osborne
Messagebird Head of EMEA North
Chris is a passionate and data-driven customer focused Sales Leader. He’s spent the last 15 years in Marketing technology predominately centred around customer experience, conversion optimisation & content management. Chris loves to work with Brands and Retailers of all shapes and sizes to help fix some of the most challenging problems relating to Customer Experience & Marketing Automation with technology.
Chris Mounce
Evaluagent Quality and Coaching SpecialistChris 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.
Leona Heymerdinguer
Blackhawk Network Head of Customer Engagement PropositionsWith 18 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.
Dylan Bowman
Ada Customer Solutions Senior Director
As a Senior Director of Customer Solutions at Ada, a leading provider of AI-powered customer service solutions, Dylan brings almost 10 years of experience driving customer growth and satisfaction. Previously at UiPath, Dylan led pre-sales engineering and customer success teams, partnering with Fortune 500 companies to successfully drive savings from automation. In his current role, Dylan oversees the Customer Solutions Consulting organization responsible for pre-sales engagements, adoption and utilization best practices, and ongoing customer success initiatives for Ada's conversational AI platform. By leveraging generative AI and predictive customer analytics, Ada's solutions enable businesses to resolve customer inquiries instantly, in almost any channel or language. Dylan looks forward to sharing how generative AI and a human-centric approach can revolutionize the customer experience.
Joel Viotti
Swisscom Business Owner
Joël is a digital communication leader with a passion for business development. His experience at Swisscom involved leading successful digitization projects that improved KPIs and customer satisfaction. Joel also excels in crisis communication and data-driven insights, helping with incident detection and turning big data into actionable business strategies.
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Matthias Goehler
Zendesk Chief Technology Officer, EMEA
Matthias Göhler joined Zendesk in October 2021 as EMEA Chief Technology Officer. As a regional CTO, he leads the development of Zendesk´s vision for innovation in customer experience based on the needs of EMEA customers. He is passionate about helping brands realise their goals for market-leading customer experiences that can build deeper customer relationships and brand loyalty. Matthias has more than 20 years of experience in technology and SaaS industries.
Lisa Garthside
Medallia Director, Professional Services
Lisa joined Medallia in 2019. 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.
Nadine Edmondson
EvaluAgent Director of Product Marketing and GTM
Christoph Borner
Cyara Senior Director, Digital
Christoph Börner has had multiple successes as a founder, developer, tester, and speaker on all things Conversational AI and Machine Learning. After finishing his Information Technology studies at the Technical University of Vienna in the 2000s, Christoph turned his love for coding, breaking complex systems, bug and defect hunting, and creating software solutions into his career. As his passions evolved, Christoph dedicated more focus to quality assurance in the areas of Artificial Intelligence, Machine Learning, and Conversational Interfaces. With a team of like-minded experts and his vast subject matter expertise, Christoph founded Botium, the industry leading platform in test automation and optimization for chatbots, voice assistants and conversational AI. In early 2022, Botium was welcomed into the Cyara family of AI-led, CX transformation solutions.
Jack Gaylor
Freshworks CX Account Lead
Account Executive with a track record of developing, closing and growing client opportunities from the ground up in competitive industries.
Jamie Gamble
Freshworks CX Account Lead
A sales professional with a background in SaaS, selling ITSM, CX and CRM solutions. Native English and fluent German speaker, with experience working in German and English speaking sales and marketing roles. Experience generating new business pipeline, running the full sales cycle and account management. Also experience in interviewing, hiring and coaching BDRs.
Callum Lewis Jones
Freshworks Head of UKI Field Marketing
Callum is an ambitious and experienced marketing professional. Callum has experience in a range of different marketing teams and exposure to multiple marketing disciplines. He prides himself on his communication skills and helping his colleagues and team become successful. Callum knows how to plan, manage and execute strategies and deliver quantifiable business-impact to the team. He has also been recognised for his high energy and positive attitude and has ambitions to build culture and empower those around him to reach and exceed shared goals. Callum is also a former Sheffield Hallam University graduate with a First Class BA (Hons) in Marketing.
Adele Jolliffe
Kantar Head of Brand Consultants
Adele has 25 years of experience helping clients diagnose, plan and improve the strength of their brand equity with consumers. She subscribes to a holistic view of brand-building, hence her interest in how customer experience and marketing professionals could be unlocking more opportunities for mutual benefit.
Mike Stewart
Arvato Head of Intelligent Automation
Mike Stewart has 30 years public sector experience and has worked within Intelligent Automation for the past 10 years. Mike created Arvato CRM Solutions automation centre of excellence and has been responsible for designing and delivering intelligent automation solutions for some of the worlds most respected brands, as well as innovative public sector clients. He works with a number of clients, including Fremantle, BMG, Hertfordshire County Council and Neath Port Talbot Council, to deliver a vision for digital transformation and automation which directly aligns with their strategic objectives and the outcomes they want to deliver for those that matter most. Recently, Mike's been working with Wales Air Ambulance Charity as their digital transformation partner to help them raise funds more effectively and reduce their environmental impact, by transforming and future-proofing their systems. This has saved them time, reduced costs by up to 95%, and allowed their employees to focus on more value-added tasks.”
Alex Bentley
XpertRule Chief Revenue Officer
Alex Bentley has a background in business and customer transformation. Over the past 10 years, he’s held leadership positions in two B2B SaaS companies and is passionate about finding simple, elegant solutions that apply innovative technologies (such as generative AI) to deliver meaningful improvements to business performance. At XpertRule he has contributed to the creation of a new software category - Decision Intelligence Platforms, and his clients include a European telecom provider that successfully migrated 60% of all inbound customer self-service calls to self-service digital channels whilst simultaneously improving C-Sat scores. And a life sciences company that delivered a threefold improvement to productivity. Prior to XpertRule, Alex was part of the management team at Blue Prism (a global Robotic Process Automation software vendor), where he established the global partner program and had responsibility for globalization; managing expansion into 8 new geographies across EMEA, APAC and the Americas.
Andy Walker
Medallia Strategic Sales Director
Andy leads the automotive vertical for Medallia – the platform brands chose to listen to customers and to personalise fantastic experiences. He has helped brands power their experience management at JLR, Volvo Cars, Mercedes Benz USA, as well as companies like AirBnb and Apple. Prior to Medallia, Andy worked across Europe at Adobe Software and also led the sales function at a digital personalisation startup.
Jon Burg
Techsee Head of Strategy (Marketing)
I help the world's top brands adapt to the changing technology landscape, building better marketing and customer relationships.
Dorothy Chong
Treasure Data Senior Marketing Manager EMEAI
Dorothy Chong (Dot), with over 10 years of experience marketing for cutting-edge SaaS technologies internationally, Dot has accumulated a wealth of experience in strategic lead generation, field marketing and partner marketing. She is currently the Senior Marketing Manager at Treasure Data for EMEA and India.
Peter Aitken
Kantar Head of Customer Strategy & Insights
As Kantar's UK lead for Customer Strategy and Insight, Peter supports a fantastic team of customer and employee experience strategists, designers, and insights specialists. They love to use data to guide their clients in delivering business-changing impact, achieving commercial and customer benefits. He also co-leads the Customer Experience domain for Kantar UK. His team deliver platform-based experience measurement programmes, with their research and experience design expertise at the heart.
Steve Brockway
Maru Chief Research officerSteve 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.
Leon Widdicombe
MessageBird Business Development Director
I write about low effort, frictionless customer experience across both acquisition and support. I believe we have a long way to go to address declining customer satisfaction in the UK, but that this presents a fantastic opportunity to those who place CX at the forefront of everything they do.
Jean-Francios Damais
Ipsos Global Chief Research Officer
Jean-Francois is Global Chief Research Officer at Ipsos, for Customer Experience. He has 15+ years of experience in helping brands measure and manage customer relationships across a wide range of sectors and geographies. Jean-Francois has led the development and global roll-out of several innovative solutions in the CX area, authored several papers, and regularly speaks at conferences.
Damian Long
Ipsos Director
Damian has worked in Automotive research for over 20 years across CX, brand tracking and future product testing, with a wealth of experience gained from both agency and client side. A car industry expert, he has wide knowledge of running large, multi-country CX and brand tracking studies across a variety of methodologies.
Brian Weston
Institute of Customer Service Head of Research and insightBrian 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.
Akshay Jain
Freshworks Head of Solution Engineering, Freshworks UKI
Akshay is a Solutions Engineering Leader, experienced in building successful teams in fast-paced and high-growth organizations. He has over 15 years of experience in B2B technology, with expertise in customer service solutions. He is passionate about using innovative tech to create delightful customer experiences.
John Sills
The Foundation Managing PartnerJohn 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.
Jonathan Myers
Uniphore Sales Director
Experienced Enterprise Sales Executive with a demonstrated history of working in the telecommunications industry. Skilled in Session Initiation Protocol (SIP), Multiprotocol Label Switching (MPLS), SD-WAN, Unified Communications as a Service (UCaaS), Contact Center as a Service (CCaaS) and Software as a Service (SaaS).
James Livingston
JLR Global Customer Experience Insights Manager
James’ broad cross-departmental JLR experience has given him an holistic view of the organisation and a full understanding of how crucial customer focus is across the entire company.
Grigor Kotzev
Khoros Head of Business Value Consulting
With 28 years in enterprise software and services, I have consistently driven business impact for companies by refining and enhancing their digital customer experiences. As a Global Business Leader, I have a track record of architecting strategic solutions that align with business objectives, fostering sustainable development and yielding significant returns on investment. My commitment to customer-centric innovation has enabled me to cultivate strong relationships within the industry, promoting a culture of continuous improvement and excellence. I am passionate about cutting-edge technologies that empower businesses in reaching their full potential in the digital landscape. Let's connect and explore how we can drive your company's growth and success to the next level.
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.
Krishna Raj Raja
SupportLogic CEOKrishna 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.
Toby Mankertz
Columbus Principal Business Transformation Advisor
Toby has more than 25 years of experience delivering successful engineering and IT projects globally always with a focus on outcomes.
Callum Whitton
Formula E Senior Fan Experience ManagerCallum has been working across major sporting events for the past 10 years with a focus on fan engagement, hospitality and brand activation. In his current role, Callum oversees the event experience across all Formula E races ensuring consistency, quality and innovation across the spectator journey whilst designing the Allianz Fan Festival across various international markets. Callum enjoys unlocking the potential in new markets and designing fan engagement programmes that entertain, educate and elevate the customer experience.
Steve Lyon
Columbus Customer Engagement Specialist
Steve has spent many years working with suppliers and customers delivering customer engagement and experience solutions and programmes of change.
Andrew Jones
Watson-Marlow Head of Sales Excellence & GovernanceAndrew 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.
Keith Barrow
Verint Director, Solutions Consulting
Keith Barrow has been working in the Customer Experience space for over 18 years and currently leads the Interaction analytics pre-sales team for Verint EMEA. Keith has witnessed the incredible evolution of Voice of the Customer solutions that provide meaningful insights, bringing together customer feedback across channels and helping organisations measure and improve experiences they provide to customers and employees so organisations can make the right business decisions.
Marcio Rodrigues
TechSee Vice President of Strategic SalesMarcio 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.
Martin Hill-Wilson
Brainfood Consulting Founder
I'm a customer engagement and digital business strategist. Also an author and international keynote speaker. Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation.
Gerry Brown
Customer Lifeguard Chief Customer Officer
Gerry Brown, aka The Customer Lifeguard, is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service operations and customer experience strategy. Gerry has provided organizational leadership on people development, business transformation, customer engagement and technology enablement for some of the largest companies in the UK, Canada, and EMEA. These include National Express, Nutricia, The Royal Albert Hall, Endsleigh Insurance, O2, Screwfix, Sage, Sky, Bell Canada and TELUS. He is a frequent speaker, chairperson, panellist and facilitator at conferences, webinars, company events and other business gatherings, where his many years of business and customer service experience provide stimulating, thought-provoking engagement and audience participation. He is also a published author and his new book When a Customer Wins, Nobody Loses is available on Amazon to help business leaders to create winning and memorable customer experiences.
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.
Nicholas Brice
Soul Corporations CEO
Nicholas Brice is our Guest Editor and CEO of Soul Corporations®. He is seasoned managing consultant, speaker coach and masterclass facilitator. He has helped deliver human-centred development and culture change programmes to achieve customer and employee experience KPI outcomes for major brands including British Airways, American Express, Unipart, Toyota, Wickes, Brighton and Hove Albion FC, Tottenham Hotspur FC, Progress IT, Servier Pharmaceuticals. He is a triple winner of National Training Journal Gold Awards, a winner of Engage Media Award for Best Customer and Employee Engagement Programme and four times finalist.
Dave D'Arcy
Laughing Leadership Founder & Managing Director
With over 35 years in Customer Experience environments and 20 plus years in Senior Leadership, there are few people better placed than Dave D’Arcy to shape thought leadership. Having spent the last 7 years leading customer operations for two world leading SaaS businesses, Dave recently took the step to Launch his own business Laughing Leadership. This is a CX and Leadership consultancy with a difference. Focused on how employee engagement first can drive highest levels of customer experience.
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
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
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
I'm a customer engagement and digital business strategist. Also an author and international keynote speaker. Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation.
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-Francios Damais
IpsosGlobal Chief Research Officer
Jean-Francois is Global Chief Research Officer at Ipsos, for Customer Experience. He has 15+ years of experience in helping brands measure and manage customer relationships across a wide range of sectors and geographies. Jean-Francois has led the development and global roll-out of several innovative solutions in the CX area, authored several papers, and regularly speaks at conferences.
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
Get ready for an introduction and a lively chat on a new spin to Artificial Intelligence (AI) - one that isn't all about tech goodies, but is crafted to deliver customer service with a truly human touch. In this session, we'll be unboxing a cool partnership between Liberty London, a luxury UK retailer, and Zendesk. Explore how they seamlessly harmonise AI with empathetic human interactions. Hear first-hand how to create smarter, kinder customer service, changing the game on how businesses engage with their customers.
Speakers:
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Chief Technology Officer, EMEA
Customer Service Director
Speakers:
Matthias Goehler
ZendeskChief Technology Officer, EMEA
Matthias Göhler joined Zendesk in October 2021 as EMEA Chief Technology Officer. As a regional CTO, he leads the development of Zendesk´s vision for innovation in customer experience based on the needs of EMEA customers. He is passionate about helping brands realise their goals for market-leading customer experiences that can build deeper customer relationships and brand loyalty. Matthias has more than 20 years of experience in technology and SaaS industries.
Ian Hunt
Liberty LondonCustomer Service Director
A highly self-motivated individual with over 25 years' experience in UK retail. Has a demonstrable reputation for success in cross functional and supplier engagement, high level of attention to detail, process change and implementation in both e-Commerce and Retail Operations. Accomplished at innovative, creative problem solving and customer proposition development.
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
The former Arsenal Captain and England Centurion is a well-regarded pundit for BBC and Sky Sports, a regular on BBC’s Match of the Day as well as fronting ambassadorial campaigns with Nike, Barclays and Cadbury’s. Alex signed with Arsenal at age 8 and stayed with the team for most of her career. Alex helped the club achieve a domestic double of the FA Women’s Cup and the FA Women’s Premier League. She was also a key figure in the historic quadruple season for Arsenal in which they won all their trophy competitions. This became the obvious prelude to Alex’s captaincy for the club in the 2014/15 season. While playing for England Alex had the opportunity to travel all over the world playing the game she loves. Retiring from international football in 2017, though not before representing Great Britain in the Olympics. Alex ended up the second most capped England player with 140 appearances. Since her retirement in 2018, Alex has begun a successful broadcasting career and has quickly become renown for her insights into the game and sharp punditry skills. Alex is a steady part of BBC Sport’s football broadcasting team and has become a regular face for Sky Sports football coverage, even providing courtside coverage of the NBA in January of this year. Alex made history last August as the first female Sky Pundit on a Sky Sports’ Super Sunday and made waves as a fresh addition to the BBC World Cup
Commentary line up. Alex has been involved in co-presenting Match of the Day Kickabout most Saturday mornings as well as forming part of the presenting team for The Women’s Football Show on Sunday evenings. She also took to writing a weekly women’s football column in the Morning Star and is a regular face on Premier League Productions’ Fan Zones. Away from the world of football, Alex took part in and won Bear Grylls: Mission Survivor and the Sports Relief Strictly Come Dancing special in 2018. Along with her achievements in broadcast, Alex has undertaken some exciting commercial and ambassadorial opportunities. In 2018, Alex began her partnership with Cadbury’s alongside Jamie Redknapp and Ian Wright, which is to continue into this year. She has also begun an ambassadorial role with Nike and is continuing her relationship with Barclays as a key spokeswoman for their move into the world of Alongside this, Alex is an ambassador for Arsenal Football Club. Alex is also heavily involved in charitable projects, working with Premier League Communities and launching the Sky Ocean Rescue and Premier League Plastic Pollution Challenge. She also opened The Alex Scott Academy in 2012 in partnership with Kingston College and Puma, the first of its kind for women in the UK. Alex wanted to create an academy system that not only focused on training but also focused on working towards qualifications, providing players with an unrivalled calibre of training, skill development and match play all while promoting excellence in the class room as well.
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
Keith Barrow has been working in the Customer Experience space for over 18 years and currently leads the Interaction analytics pre-sales team for Verint EMEA. Keith has witnessed the incredible evolution of Voice of the Customer solutions that provide meaningful insights, bringing together customer feedback across channels and helping organisations measure and improve experiences they provide to customers and employees so organisations can make the right business decisions.
Arianne Buhari
Utility WarehouseOperational Change Manager
Arianne Buhari is the Operational Change Manager at Utility Warehouse. She brings with her a wealth of experience gained over 20+ years in the energy sector and 8 years in change management. Arianne is currently responsible for the Operational Change & Improvement Department at Utility Warehouse, where she spearheads Utility Warehouse’s innovative strategy which allows the organisation to reimagine CX, drive agent engagement, and adapt to an increasingly competitive business environment.
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
Chris is a passionate and data-driven customer focused Sales Leader. He’s spent the last 15 years in Marketing technology predominately centred around customer experience, conversion optimisation & content management. Chris loves to work with Brands and Retailers of all shapes and sizes to help fix some of the most challenging problems relating to Customer Experience & Marketing Automation with technology.
Leon Widdicombe
MessageBirdBusiness Development Director
I write about low effort, frictionless customer experience across both acquisition and support. I believe we have a long way to go to address declining customer satisfaction in the UK, but that this presents a fantastic opportunity to those who place CX at the forefront of everything they do.
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
Seasoned Digital Transformation Leader with a proven background in creating world leading customer experiences
11.40 - 12.00
Everything You Thought You Knew About Traditional Chatbots
Customers don't hate chatbots, they hate poor experiences. Traditional chatbots rely on rigid scripts that frustrate customers with repetitive conversations that rarely solve their unique issues. But AI-powered assistants don't have to be black-box annoyances. With explainable AI that aligns with company values and focuses on automated resolution over containment, chatbots can become top performers that delight customers by quickly and safely resolving their needs. We propose that the right KPI is automated resolution rate, not containment rate. With the right AI assistant focused on the right metrics, companies can break free of narrow scripts and deliver helpful, personalized service that solves problems fast.
Speaker:
Customer Solutions Senior Director
Speaker:
Dylan Bowman
AdaCustomer Solutions Senior Director
As a Senior Director of Customer Solutions at Ada, a leading provider of AI-powered customer service solutions, Dylan brings almost 10 years of experience driving customer growth and satisfaction. Previously at UiPath, Dylan led pre-sales engineering and customer success teams, partnering with Fortune 500 companies to successfully drive savings from automation. In his current role, Dylan oversees the Customer Solutions Consulting organization responsible for pre-sales engagements, adoption and utilization best practices, and ongoing customer success initiatives for Ada's conversational AI platform. By leveraging generative AI and predictive customer analytics, Ada's solutions enable businesses to resolve customer inquiries instantly, in almost any channel or language. Dylan looks forward to sharing how generative AI and a human-centric approach can revolutionize the customer experience.
12.00 - 12.20
Panel Discussion: It’s a Journey: What Are the Current Challenges and Opportunities in Customer Engagement?
In today's fast-paced world, the challenges in customer engagement are constantly shifting and it can be a minefield trying to keep up. By embracing the latest technologies, understanding customer expectations, and continuously adapting and improving strategies, organisations can thrive. But that's sometimes easier said than done... That's where we come in! Join the conversation with our expert panellists as we discuss the current opportunities and challenges when it comes to delighting customers. There'll be the chance to ask your questions, too, so don't miss out!
Speakers:
Head of Customer Strategy
Head of Engagement
Customer Experience Design Manager & Co-chair of The Women’s Network
Speakers:
Gabriel Ross
Homeprotect Home InsuranceHead of Customer Strategy
Gabriel has spent his career within Financial Services, where he has developed a deep understanding of customer engagement drivers and strategies. He spent the early years of his career working in growth and customer strategy development roles for Fintech startups, before becoming Head of Customer Strategy at Homeprotect. Gabriel enjoys fusing the analytical with the emotional, as well as leaning on his career experience working alongside diverse business functions and teams, to develop valuable strategies and solutions that resonate with customers. His experience working within high-growth startups also helps him to keep business transformation projects agile and maintain a focus on key commercial proof points throughout.
Kimberley Anthony
TideHead of Engagement
Experienced, passionate and data-driven Head of CRM/D2C marketing expert with a focus on customer experience and digital channels. Highly skilled in all things CRM, including multi-channel strategy and optimisation, MarTech implementation/automation, hyper-personalised customer lifecycle journeys and leading teams to drive significant uplift in revenue and customer engagement.
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
To support its ambitious future transformation, JLR knew customers needed to be at the very heart of the organisation. Working with Ipsos and Medallia, launching and embedding a customer voice programme would be an integral initiative to delivering this plan. We’ll share how evolving and delivering relevant voice of customer in JLR has led to better understanding customers, behavioural change, increased retailer engagement and significantly improved ROI.
Speakers:
Director
Strategic Sales Director
Global Customer Experience Insights Manager
Speakers:
Damian Long
IpsosDirector
Damian has worked in Automotive research for over 20 years across CX, brand tracking and future product testing, with a wealth of experience gained from both agency and client side. A car industry expert, he has wide knowledge of running large, multi-country CX and brand tracking studies across a variety of methodologies.
Andy Walker
MedalliaStrategic Sales Director
Andy leads the automotive vertical for Medallia – the platform brands chose to listen to customers and to personalise fantastic experiences. He has helped brands power their experience management at JLR, Volvo Cars, Mercedes Benz USA, as well as companies like AirBnb and Apple. Prior to Medallia, Andy worked across Europe at Adobe Software and also led the sales function at a digital personalisation startup.
James Livingston
JLRGlobal Customer Experience Insights Manager
James’ broad cross-departmental JLR experience has given him an holistic view of the organisation and a full understanding of how crucial customer focus is across the entire company.
14.20 - 14.40
Newcastle Building Society Case Study: An Inclusive Approach to Inclusion
Organisations are continually looking to improve their ability to access audiences, by being more accessible. However, the challenge is how to do this in an authentic way which meets the needs of the customer. Newcastle Building Society opted to adopt an inclusive approach to inclusion, and will share their journey along with key learnings and successes along the way
Speakers:
Digital Marketing Manager
Head of Customer Experience
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
Let’s go back to basics on the buzzword that seems to be on everyone’s lips… AI. What is it and what does it mean for the future of the contact centre? Using research commissioned from ContactBabel, we’ll looks at the short-to-medium term benefits of AI and discusses the opinion that they are more likely to be around agent assistance and augmentation, rather than replacement. In addition to this we will also explore the wider use of AI now, and in the future.
Speaker:
Director of Product Marketing and GTM
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
Christoph Börner has had multiple successes as a founder, developer, tester, and speaker on all things Conversational AI and Machine Learning. After finishing his Information Technology studies at the Technical University of Vienna in the 2000s, Christoph turned his love for coding, breaking complex systems, bug and defect hunting, and creating software solutions into his career. As his passions evolved, Christoph dedicated more focus to quality assurance in the areas of Artificial Intelligence, Machine Learning, and Conversational Interfaces. With a team of like-minded experts and his vast subject matter expertise, Christoph founded Botium, the industry leading platform in test automation and optimization for chatbots, voice assistants and conversational AI. In early 2022, Botium was welcomed into the Cyara family of AI-led, CX transformation solutions.
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
Callum and Matt will take us on a journey as to how they're creating incredible fan experiences at Formula E, why this is so important for the future of sport and how they measure success through specific KPIs.
Speakers:
Senior Fan Experience Manager
VP Business Intelligence
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
Isobel is the Director of Customer Delight for the Bloom & Wild Group. She’s passionate about making every customer’s gifting experience a delight. And
a huge advocate both for Customer Service as a rewarding and vibrant career option, and for all businesses to give all teams opportunity and encouragement to engage directly with their customers and customer service teams. She leads the Customer Delight team across two brands, eight markets and multiple channels. She has over eight year’s experience of working with Bloom & Wild, growing the function from a start up team of 2 through to the 41 strong team working with three outsourced agencies that delights customers all over Europe.
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
Anu is a highly experienced leader with strong experience working in technology-led businesses. She is a change agent with demonstratable expertise in transformation, leadership, strategy, and delivering results. She is leading the award-winning global Customer Support function at GoCardless and manages a scale Customer Success team. Previously at Redgate, she has played an instrumental role in turning around the Global Product Support organization over the last couple of years as its leader. She defined and executed a new vision and strategy that consistently delivered over 95% CSAT, leveraged technology to scale, and influenced over 33% of QoQ average revenues, delivering over 99% of SLA adherence across the entire customer base. Anu is now part of the Customer Success leadership team as it has rolled out across Redgate.
17.00
Closing Remarks
Wrapping up the Customer Engagement Summit. But the fun doesn't stop there, make sure you join us back in the Expo Hall for a Drinks & Networking Party with some surprise guests!
13.30 - 13.40
Opening Remarks
Our Host Gerry Brown sets the stage for this Customer insight Breakout Hall.
Speaker:
Chief Customer Officer
Speaker:
Gerry Brown
Customer LifeguardChief Customer Officer
Gerry Brown, aka The Customer Lifeguard, is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service operations and customer experience strategy. Gerry has provided organizational leadership on people development, business transformation, customer engagement and technology enablement for some of the largest companies in the UK, Canada, and EMEA. These include National Express, Nutricia, The Royal Albert Hall, Endsleigh Insurance, O2, Screwfix, Sage, Sky, Bell Canada and TELUS. He is a frequent speaker, chairperson, panellist and facilitator at conferences, webinars, company events and other business gatherings, where his many years of business and customer service experience provide stimulating, thought-provoking engagement and audience participation. He is also a published author and his new book When a Customer Wins, Nobody Loses is available on Amazon to help business leaders to create winning and memorable customer experiences.
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
Jo is a strategic leader with over 20 years' experience within the commercial and not for profit sectors. An experienced strategist with excellent knowledge of business management, strategy, brand and marketing. She has a strong record of delivering results across all aspects of an organisation, leading to sustained growth and profitability. In addition Jo has excellent team leadership skills and extensive experience in stakeholder management and business development activity. Her experience has included working with all forms of media, and she is called upon as a customer experience expert for radio and TV broadcast as well as a regular keynote speaker.
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
An exclusive interview where we'll look at how David is working to improve the end-to-end customer journey at OVO.
Speaker:
Head of Lifetime Customer Value
Speaker:
David Walker
OVOHead of Lifetime Customer Value
David is working to improve the end-to-end customer journey and has been in leadership positions at OVO for over 6 years. Previously, David has held roles at SSE, Guardian News & Media, Spar and more.
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
Sanjay is the Global Head of Digital & Technology at Diageo, a world leader in alcoholic beverages, with 20 years of industry experience spanning consulting and fast-moving consumer goods.
Dorothy Chong
Treasure DataSenior Marketing Manager EMEAI
Dorothy Chong (Dot), with over 10 years of experience marketing for cutting-edge SaaS technologies internationally, Dot has accumulated a wealth of experience in strategic lead generation, field marketing and partner marketing. She is currently the Senior Marketing Manager at Treasure Data for EMEA and India.
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
Our Host Nick Brice sets the stage for this Customer Experience Breakout Hall.
Speaker:
CEO
Speaker:
Nicholas Brice
Soul CorporationsCEO
Nicholas Brice is our Guest Editor and CEO of Soul Corporations®. He is seasoned managing consultant, speaker coach and masterclass facilitator. He has helped deliver human-centred development and culture change programmes to achieve customer and employee experience KPI outcomes for major brands including British Airways, American Express, Unipart, Toyota, Wickes, Brighton and Hove Albion FC, Tottenham Hotspur FC, Progress IT, Servier Pharmaceuticals. He is a triple winner of National Training Journal Gold Awards, a winner of Engage Media Award for Best Customer and Employee Engagement Programme and four times finalist.
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
Customer experience professional, working with brands and organisations to design, build and deliver transformational customer engagement strategies. Analytical and data driven adept at using insights to tell customer stories and influence policy decisions at all levels. Areas of specialism include data analytics ( Qualtrics certification), customer journey mapping, voice of the customer strategy, CRM, service design and real estate.
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
I have a real passion for enabling and delivering Customer / Client Value and Experience driving satisfaction and revenue which has been developed over 16 years across multiple industries. Working for some of these industries most recognisable brands (Royal Bank Of Scotland, Kuoni GTA, Willis Towers Watson, Experian) I have worked end to end across the value chain to drive enhanced customer centricity and improvements that have a tangible impact to the Client utilising both digital and technology solutions but also leveraging process and engaging people.
14.40 - 15.00
A Digital-First Contact Centre for the CX Your Agents and Clients Expect
During this session, we’ll cover how brands can:
Speakers:
Head of Business Value Consulting
Business Owner
- 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
With 28 years in enterprise software and services, I have consistently driven business impact for companies by refining and enhancing their digital customer experiences. As a Global Business Leader, I have a track record of architecting strategic solutions that align with business objectives, fostering sustainable development and yielding significant returns on investment. My commitment to customer-centric innovation has enabled me to cultivate strong relationships within the industry, promoting a culture of continuous improvement and excellence. I am passionate about cutting-edge technologies that empower businesses in reaching their full potential in the digital landscape. Let's connect and explore how we can drive your company's growth and success to the next level.
Joel Viotti
SwisscomBusiness Owner
Joël is a digital communication leader with a passion for business development. His experience at Swisscom involved leading successful digitization projects that improved KPIs and customer satisfaction. Joel also excels in crisis communication and data-driven insights, helping with incident detection and turning big data into actionable business strategies.
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
Our Host Dave D'Arcy sets the stage for the CX Marketing Breakout Hall.
Speaker:
Founder & Managing Director
Speaker:
Dave D'Arcy
Laughing LeadershipFounder & Managing Director
With over 35 years in Customer Experience environments and 20 plus years in Senior Leadership, there are few people better placed than Dave D’Arcy to shape thought leadership. Having spent the last 7 years leading customer operations for two world leading SaaS businesses, Dave recently took the step to Launch his own business Laughing Leadership. This is a CX and Leadership consultancy with a difference. Focused on how employee engagement first can drive highest levels of customer experience.
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
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
Adele has 25 years of experience helping clients diagnose, plan and improve the strength of their brand equity with consumers. She subscribes to a holistic view of brand-building, hence her interest in how customer experience and marketing professionals could be unlocking more opportunities for mutual benefit.
Peter Aitken
KantarHead of Customer Strategy & Insights
As Kantar's UK lead for Customer Strategy and Insight, Peter supports a fantastic team of customer and employee experience strategists, designers, and insights specialists. They love to use data to guide their clients in delivering business-changing impact, achieving commercial and customer benefits. He also co-leads the Customer Experience domain for Kantar UK. His team deliver platform-based experience measurement programmes, with their research and experience design expertise at the heart.
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
Akshay is a Solutions Engineering Leader, experienced in building successful teams in fast-paced and high-growth organizations. He has over 15 years of experience in B2B technology, with expertise in customer service solutions. He is passionate about using innovative tech to create delightful customer experiences.
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
This presentation explores the reimagining of customer strategies in the UK energy market, focusing on the transformative power of technology. As the energy landscape evolves, customers demand personalised experiences, transparency, and innovative solutions. Hear how Utilita Energy have transformed to provide an exceptional service to customers.
Speaker:
Chief Customer Contact Officer
Speaker:
Louise Walsh
Utilita EnergyChief Customer Contact Officer
Louise, a seasoned professional deeply entrenched in Utilita's values, who embodies the company's mantra: always doing right by the customer. Having kickstarted her journey in 2011 as a customer service advisor, she has navigated her way up to the top echelons of the business, culminating in a comprehensive understanding of every facet of the industry and the core needs of customers. Previously Director of Sales Operations, Louise transitioned into the role of Chief Customer Contact Officer in February 2022. This new position allowed her to revolutionise Utilita's contact centres, leveraging her profound understanding of the business, its operations, and most importantly, its customers.
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
Steve has spent many years working with suppliers and customers delivering customer engagement and experience solutions and programmes of change.
Toby Mankertz
ColumbusPrincipal Business Transformation Advisor
Toby has more than 25 years of experience delivering successful engineering and IT projects globally always with a focus on outcomes.
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 NetworkHead of Customer Engagement Propositions
With 18 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
Alex Bentley has a background in business and customer transformation. Over the past 10 years, he’s held leadership positions in two B2B SaaS companies and is passionate about finding simple, elegant solutions that apply innovative technologies (such as generative AI) to deliver meaningful improvements to business performance. At XpertRule he has contributed to the creation of a new software category - Decision Intelligence Platforms, and his clients include a European telecom provider that successfully migrated 60% of all inbound customer self-service calls to self-service digital channels whilst simultaneously improving C-Sat scores. And a life sciences company that delivered a threefold improvement to productivity. Prior to XpertRule, Alex was part of the management team at Blue Prism (a global Robotic Process Automation software vendor), where he established the global partner program and had responsibility for globalization; managing expansion into 8 new geographies across EMEA, APAC and the Americas.
Mike Stewart
ArvatoHead of Intelligent Automation
Mike Stewart has 30 years public sector experience and has worked within Intelligent Automation for the past 10 years. Mike created Arvato CRM Solutions automation centre of excellence and has been responsible for designing and delivering intelligent automation solutions for some of the worlds most respected brands, as well as innovative public sector clients. He works with a number of clients, including Fremantle, BMG, Hertfordshire County Council and Neath Port Talbot Council, to deliver a vision for digital transformation and automation which directly aligns with their strategic objectives and the outcomes they want to deliver for those that matter most. Recently, Mike's been working with Wales Air Ambulance Charity as their digital transformation partner to help them raise funds more effectively and reduce their environmental impact, by transforming and future-proofing their systems. This has saved them time, reduced costs by up to 95%, and allowed their employees to focus on more value-added tasks.”
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
Matt is a seasoned Senior Solution Engineer at Freshworks, leveraging his expertise to enhance customer technology experiences. With over 5 years in the technology industry, he has consistently focused on improving customer experiences through innovative solutions. Matt's extensive knowledge and experience in sales engineering have positioned him as a trusted advisor, always striving to bridge the gap between customer needs and cutting-edge technology. His unwavering commitment to driving customer success continues to make a profound impact in the industry.
11.00 - 12.00
From Survey to Signals: Increasing Response Rates & Other Signals
Are you plagued with low and reducing response rates? Today we are bombarded as consumers & business people with requests for our feedback, our opinion. We get requests for product feedback, how was our experience, what do we think about this, that and the other. Every company is sending surveys. How do we stand out? How else can we collect feedback? Join the team from Medallia as we discuss proven methods for increasing survey engagement and the ways we can analyse other interactions from customers.
Speaker:
Director, Professional Services
Speaker:
Lisa Garthside
MedalliaDirector, Professional Services
Lisa joined Medallia in 2019. 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
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
Experienced Enterprise Sales Executive with a demonstrated history of working in the telecommunications industry. Skilled in Session Initiation Protocol (SIP), Multiprotocol Label Switching (MPLS), SD-WAN, Unified Communications as a Service (UCaaS), Contact Center as a Service (CCaaS) and Software as a Service (SaaS).
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
Matt is a seasoned Senior Solution Engineer at Freshworks, leveraging his expertise to enhance customer technology experiences. With over 5 years in the technology industry, he has consistently focused on improving customer experiences through innovative solutions. Matt's extensive knowledge and experience in sales engineering have positioned him as a trusted advisor, always striving to bridge the gap between customer needs and cutting-edge technology. His unwavering commitment to driving customer success continues to make a profound impact in the industry.
Jack Gaylor
FreshworksCX Account Lead
Account Executive with a track record of developing, closing and growing client opportunities from the ground up in competitive industries.
Jamie Gamble
FreshworksCX Account Lead
A sales professional with a background in SaaS, selling ITSM, CX and CRM solutions. Native English and fluent German speaker, with experience working in German and English speaking sales and marketing roles. Experience generating new business pipeline, running the full sales cycle and account management. Also experience in interviewing, hiring and coaching BDRs.
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)
I help the world's top brands adapt to the changing technology landscape, building better marketing and customer relationships.
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
Matthias Göhler joined Zendesk in October 2021 as EMEA Chief Technology Officer. As a regional CTO, he leads the development of Zendesk´s vision for innovation in customer experience based on the needs of EMEA customers. He is passionate about helping brands realise their goals for market-leading customer experiences that can build deeper customer relationships and brand loyalty. Matthias has more than 20 years of experience in technology and SaaS industries.
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2024 Headline Sponsor
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Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks SaaS products provide a 360-degree view of the customer, are ready to go, easy to use and offer quick return on investment. Headquartered in San Mateo, USA, Freshworks 3,000+ team members work in offices throughout the world.
For more information visit www.freshworks.com.
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.
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The best customer experiences are built with Zendesk. Zendesk’s powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 125,000 paid customer accounts offering service and support in more than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide with 15 offices in North America, Europe, Asia, Australia, and South America.
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Founded in 2005, Inbenta has been at the forefront of helping companies optimize customer experience using Conversational AI. Inbenta’s Conversational AI platform improves customer experience by resolving user questions and tasks automatically, in a way that feels personal. Using a proprietary set of Conversational AI tools, Inbenta’s services excel at understanding language and the true intent and meaning behind user inquiries and responding accurately. Importantly, Inbenta’s Conversational AI platform prioritizes safety and compliance as a key measure of its success. Today, Inbenta offers Chat, Search, Knowledge, Benti and Digital Instructor services that are used by over 1,000 companies globally in over 100 languages.
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CallMiner is the global leader in conversation intelligence to drive business performance improvement. CallMiner delivers the industry’s most comprehensive platform to analyse omnichannel customer interactions at scale, combining deep domain expertise with cutting edge AI technology and machine learning. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organisations across all major verticals including technology, media and telecom (TMT), retail, manufacturing, financial services, healthcare, and travel and hospitality. To learn more, visit CallMiner.com.
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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.
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.
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CommBox’s autonomous communication platform combines the latest technology and proven best practices to provide an efficient and satisfying experience for your customers and employees. Whether you have costly human-heavy operations or already provide service via digital channels, CommBox gives you the flexibility to direct as many customer communications to digital as you choose, while keeping human agents available for more complex issues. By automating repetitive, common, and predictable inquiries and processes, you'll see significant cost savings, improved employee retention, and increased customer satisfaction.
Our solution:
• The platform is driven by a powerful combination of advanced AI, deep automation, intelligent MasterBotsTM, and unified, smart communications management
• For human-driven operations, it enables diverting 50% of communications to digital and automating 50% of repetitive inquiries and processes - also known as the CommBox 50-50™ Rule
• The platform empowers agents through a unified interface to manage all communications
• It delivers AI-driven insights and supports with bot-assisted actions, resolving customer needs quickly, accurately, and without any friction.
• It enables more and more customer communications to be automated, powering greater customer satisfaction, higher efficiency, faster and smarter outcomes, and business growth
We are committed to bringing brands and customers together in a natural, outcome-driven way, helping businesses to achieve their goals and exceed the expectations of their customers.
Our solution:
• The platform is driven by a powerful combination of advanced AI, deep automation, intelligent MasterBotsTM, and unified, smart communications management
• For human-driven operations, it enables diverting 50% of communications to digital and automating 50% of repetitive inquiries and processes - also known as the CommBox 50-50™ Rule
• The platform empowers agents through a unified interface to manage all communications
• It delivers AI-driven insights and supports with bot-assisted actions, resolving customer needs quickly, accurately, and without any friction.
• It enables more and more customer communications to be automated, powering greater customer satisfaction, higher efficiency, faster and smarter outcomes, and business growth
We are committed to bringing brands and customers together in a natural, outcome-driven way, helping businesses to achieve their goals and exceed the expectations of their customers.
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At Columbus, we can help you strategically create the ideal experiences. One that can anticipate and exceed customer expectations. One that remains consistent throughout their customer journey. One that they’ll remember. We’ve been helping companies of different sizes and industries revamp their CX and boost engagement for over 30 years. And we’re ready to help yours.
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Treasure Data Customer Data Cloud helps enterprises use all of their customer data to improve campaign performance, achieve operational efficiency, and drive business value with connected customer experiences. Our suite of customer data platform solutions integrates customer data, connects identities in unified customer profiles, applies privacy, and makes insights and predictions available for Marketing, Service, Sales and Operations to drive personalized engagement and improve customer acquisition, sales, and retention.
Treasure Data is trusted by hundreds of Fortune 500 and Global 2000 companies, has won numerous awards, and has been named a strong performer and leader by top analyst firms. Headquartered in Mountain View, CA, Treasure Data has offices in Japan, South Korea, United Kingdom and France to help leading brands around the world make the connection. To learn more, visit www.treasuredata.com.
Treasure Data is trusted by hundreds of Fortune 500 and Global 2000 companies, has won numerous awards, and has been named a strong performer and leader by top analyst firms. Headquartered in Mountain View, CA, Treasure Data has offices in Japan, South Korea, United Kingdom and France to help leading brands around the world make the connection. To learn more, visit www.treasuredata.com.
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BHN offers tailored benefits and rewards solutions to cultivate positive work cultures aligned with organisational goals. Our diverse portfolio includes benefits, rewards and incentives, in physical and digital formats, strategically designed to connect, engage and support your workforce. We aim to inspire higher performance, foster effective habits, and enhance the overall employee value proposition. With customisation at the forefront, our solutions seamlessly align with your business needs, transforming transactions into meaningful connections that drive success.
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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.
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An independent growth consultancy that, since 1999, has helped brands and businesses pioneer on behalf of customers.
Being customer -led is not just doing what customers ask. It’s understanding the problems they need to solve or the outcomes they want, then finding new and better solutions.
This is the foundation of sustained success.
We work across three practice areas critical to becoming and remaining a successful Customer Pioneer:
• Customer Strategy
Understand what really matters to customers and make better strategic choices
• Customer Experience
Design and embed experiences that continually make things better for customers
• Customer-led Transformation
Set a whole organisation up, systematically and culturally, to become a customer-led success
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Dialpad is the leading Ai-Powered Customer Intelligence Platform that is completely transforming how the world works together, with one beautiful workspace that seamlessly combines the most advanced Ai Contact Center, Ai Sales, Ai Voice, and Ai Meetings with Ai Messaging. Over 30,000 innovative brands and millions of people use Dialpad to unlock productivity, collaboration, and customer satisfaction with real-time Ai insights. Customers include WeWork, Uber, Motorola Solutions, Domo and Xero. Investors include Amasia, Andreessen Horowitz, Felicis Ventures, GV, ICONIQ Capital, Salesforce Ventures, Scale Venture Partners, Section 32, Softbank and Work-Bench.
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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.
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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.
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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.
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Leaders in digital identity and programmable communications
Telesign, a Proximus company, connects, protects, and defends the customer experience with intelligence from billions of digital interactions and mobile signals. Through developer-friendly APIs that deliver user verification, digital identity, and omnichannel communications, we help the world's largest brands secure onboarding, maintain account integrity, prevent fraud, and streamline omnichannel engagement.
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At Deskpro, we’re building a world with better support. Deskpro transforms customer experiences and fuels business growth with its advanced omnichannel helpdesk software.
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.
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.
Join the thousands of businesses, including Apple, HMRC, and Volkswagen, who trust Deskpro for its comprehensive features, agile development, and commitment to support. We’re the first choice across 30+ industries, capable of adapting to diverse team structures and end-user interactions. Experience the transformation towards better support with Deskpro.
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We are ArvatoConnect. We are a socially conscious customer experience and business optimisation partner, for organisations who are ready to reshape and reinvent how they work and connect with those who matter most. By developing and delivering innovative, technology-led solutions, we help organisations create better experiences, increase loyalty and prepare for the future.
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.
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.
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Our Story
It all began when one of the co- founders, Maurice, won the prestigious SemEval competition for his Master Thesis. He began to explore ideas in the Natural Language Processing (NLP) field with his colleague Pascal, a Machine Learning Engineer specializing in the field of Natural Language and Computer Vision.
They soon realized a gap in the industry when LINK and SKOPOS - two Market Research firms - inquired if the same technology could help them with open-ended survey coding. As it turned out, almost all firms that handle customer feedback face the same issue: too many open ends and not enough time to accurately analyze them all.
Four months later, Pascal and Maurice had completed the first prototype - and things began to take off quickly. Since its inception in the spring of 2018, Caplena has doubled the number of text responses it processes every six months, with over 50M verbatims processed to date. Today Caplena serves companies in more than 15 countries.
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Our company
Based in Zurich, Switzerland, we serve companies around the world. From global market research institutes to agile start-ups, Caplena empowers market research teams, increasing efficiency through automation and boosting quality with deep tech.
Based in Zurich, Switzerland, we serve companies around the world. From global market research institutes to agile start-ups, Caplena empowers market research teams, increasing efficiency through automation and boosting quality with deep tech.
Our Story
It all began when one of the co- founders, Maurice, won the prestigious SemEval competition for his Master Thesis. He began to explore ideas in the Natural Language Processing (NLP) field with his colleague Pascal, a Machine Learning Engineer specializing in the field of Natural Language and Computer Vision.
They soon realized a gap in the industry when LINK and SKOPOS - two Market Research firms - inquired if the same technology could help them with open-ended survey coding. As it turned out, almost all firms that handle customer feedback face the same issue: too many open ends and not enough time to accurately analyze them all.
Four months later, Pascal and Maurice had completed the first prototype - and things began to take off quickly. Since its inception in the spring of 2018, Caplena has doubled the number of text responses it processes every six months, with over 50M verbatims processed to date. Today Caplena serves companies in more than 15 countries.
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Onepilot mission is to revolutionize how brands interacts with their customers by making Customer Care Outsourcing simple and flexible. We exist to provide customers with efficiency, transparency and reactivity in their relationships with top brands.
From small businesses to blue chip companies, over 2 million end users contacted Onepilot over the past year, getting a qualitative, instant and 24/7 answer across all channels: mail, chat, phone, or social networks.
From small businesses to blue chip companies, over 2 million end users contacted Onepilot over the past year, getting a qualitative, instant and 24/7 answer across all channels: mail, chat, phone, or social networks.
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With 55+ apps in nearly every major business category, including sales, marketing, customer support, BI and analytics, accounting and back office operations, productivity and collaboration, Zoho Corporation is one of the world's most prolific software companies serving customers from small businesses to large corporations.
Privately held and profitable with over 15k employees, Zoho is headquartered in Chennai, India with European offices in The Netherlands, UK, France, Germany, Spain, and many others worldwide.
Zoho strictly respects user privacy and has no ad-revenue model. Over 100 million users globally use Zoho to run their businesses, including Zoho.
Privately held and profitable with over 15k employees, Zoho is headquartered in Chennai, India with European offices in The Netherlands, UK, France, Germany, Spain, and many others worldwide.
Zoho strictly respects user privacy and has no ad-revenue model. Over 100 million users globally use Zoho to run their businesses, including Zoho.
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SmartSurvey is a UK-based provider of digital survey solutions. Our customers trust our user-friendly yet advanced online survey software to gather the information they need to make smart decisions. Whether you’re self-employed, work in the public sector, or manage projects for a multinational corporation we have features – including personalised customer support – that will suit your data collection and analysis needs.
Create customised surveys from scratch or use ready-made templates, then distribute to your own contact list or a consumer panel. Results are collected in real time so you can export data, share responses and learn from your respondents instantly.
Our Motivation
SmartSurvey exists to simplify the collection of information from your audience with smart digital solutions. This is our mission. Why? Because access to the information you need to make smart decisions shouldn’t be complicated. ‘User-friendly’ is our mantra.
The Story
SmartSurvey was launched by Smartline International Ltd in 2010 after we discovered a need in the UK and European market for a user-friendly online survey tool. Since then SmartSurvey has taken on a life of its own and we’re very happy it did. All of our time is now dedicated to SmartSurvey, its improvement and providing personalised support to the customers who use it.
Create customised surveys from scratch or use ready-made templates, then distribute to your own contact list or a consumer panel. Results are collected in real time so you can export data, share responses and learn from your respondents instantly.
Our Motivation
SmartSurvey exists to simplify the collection of information from your audience with smart digital solutions. This is our mission. Why? Because access to the information you need to make smart decisions shouldn’t be complicated. ‘User-friendly’ is our mantra.
The Story
SmartSurvey was launched by Smartline International Ltd in 2010 after we discovered a need in the UK and European market for a user-friendly online survey tool. Since then SmartSurvey has taken on a life of its own and we’re very happy it did. All of our time is now dedicated to SmartSurvey, its improvement and providing personalised support to the customers who use it.
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D•engage is a trailblazing marketing automation platform, transforming customer engagement with optimised, personalised multi-channel communication. Seamlessly combine all your marketing channels to effectively reach your audiences, no matter where they are.
With state-of-the-art AI-driven segmentation, insightful behavioural analysis, and real-time data tracking, D•engage elevates customer experiences, boosts conversions, and forges unwavering loyalty. Get ready to supercharge your marketing strategies and captivate like never before!
With state-of-the-art AI-driven segmentation, insightful behavioural analysis, and real-time data tracking, D•engage elevates customer experiences, boosts conversions, and forges unwavering loyalty. Get ready to supercharge your marketing strategies and captivate like never before!
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SupportYourApp is an international Support-as-a-Service company that has been providing secure technical, customer support and CX services to growing companies around the globe since 2010. The company works with a wide range of tech industries, including SaaS, fintech, platforms, software products, hardware and more.
Today, SupportYourApp has 8 international hubs around the globe with 1200 people on a team and more than 250 clients from over 30 countries. Services are provided in 60 languages. Noteworthy is the company's compliance with PCI DSS, HIPAA, GDPR and CCPA standards, along with its ISO/IEC 27001:2013 certification, ensuring a high level of security and quality in their services.
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Microsoft’s mission is to empower every person and organisation on the planet to achieve more with AI, cloud, productivity tools and business solutions.
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Nextiva powers over a million users and billions of interactions annually with its customer experience platform. From one AI-powered customer experience hub, Nextiva Unified-CXM transforms how businesses engage with their customers with orchestrated customer journeys that help businesses acquire, retain, and grow customers. The company’s commitment to Amazing Service® and a customer-focused approach has been the cornerstone of its success. Established in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs Asset Management in its inaugural funding round, valuing the company at $2.7B. Discover more at www.nextiva.com.
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“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
“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
“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
