Bethan Lynch
Kingfisher plc Head of Customer Experience, B&Q
Bethan Lynch is a customer experience specialist. She started her career advising Retail, Services
and Media businesses as a Strategy Consultant. Over the last 10 years she has led the
development of customer propositions for some of the UK’s leading retail brands including John
Lewis, Waitrose and B&Q. Recently, she drove the transformation of the JL App putting it at the
heart of their experience. She has worked across Store Development, Digital Product, Marketing
Strategy and you can also ask her about being at Store Manager for Waitrose at
Christmas. Currently she is Head of Customer Experience at B&Q.
and Media businesses as a Strategy Consultant. Over the last 10 years she has led the
development of customer propositions for some of the UK’s leading retail brands including John
Lewis, Waitrose and B&Q. Recently, she drove the transformation of the JL App putting it at the
heart of their experience. She has worked across Store Development, Digital Product, Marketing
Strategy and you can also ask her about being at Store Manager for Waitrose at
Christmas. Currently she is Head of Customer Experience at B&Q.
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.
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