SPEAKERS

A laser focus on super-actionable, case study driven content, keeping industry leaders informed about emerging trends and innovative solutions

2000+ ATTENDEES

250+ PRESENTERS

6 topic stages

Main Stage

Engage Business Media Customer Engagement Summit 2023-28-11-2023-174-

Ollie Ollerton

Former UK Special Forces Soldier

As one of the first former UK Special Forces members and star of Channel 4's SAS: Who Dares Wins to talk openly to the media and reveal their identity, Ollie Ollerton has an incredible story to tell. A former Special Forces operative with the SBS, he has undertaken operations in some of the most dangerous and remote locations on the planet.

After leaving school and joining the Royal Marine Commandos, Ollie’s time in Northern Ireland and Iraq earned him a recommendation for the SAS. After joining the service's marine sister regiment, the Special Boat Service, he undertook high profile missions involving hostage rescue, counter narcotics, and counter terrorism.

When Ollie returned to the UK, after thirteen years overseas and on the frontline, he started developing a concept that would put his years of training and experience to best use and would benefit others. His Break-Point business is a leadership and development course aimed at the public and corporate sectors whilst also supporting veterans suffering the effects of Post-Traumatic Stress Disorder (PTSD). It's a subject Ollie has spoken openly about, sharing his experiences and difficulties in adjusting to life, dealing with stress, and overcoming trauma.

Ollie is now also one of the training director/presenters of SAS: Who Dares Wins, a show in which he and other ex-Special Forces operatives recreate the SAS’s selection process with thirty recruits from the public. The show has become one of Channel 4's most popular, attracting over three million viewers per episode. Since starring in the show Ollie has also written a deeply personal account of life in and out of the military, also called Break Point, looking at the challenges he faced working to enter the Special Forces, under fire on the frontline, and coming to terms with civilian life. He has also written Battle Ready, a practical look at how to apply his training and experience to more everyday goals, risk-taking and leadership.

Nicky Haddow

Victoria’s Secret UK Head of Marketing

I am an enthusiastic Marketing Expert that is passionate about delivering integrated & impactful 360 marketing propositions & campaigns that are not only Brand & Customer focused but commercially driven & data led. With 20+ years experience in Fashion & Apparel omni channel retailing, I love developing marketing strategies that perfectly align with the overall business objectives and market relevance, whilst driving innovation and retaining brand integrity.

Livia Fekiacova

The Estée Lauder Companies Inc. Enterprise Marketing CRM Lead

Livia has spent the past three years at Estée Lauder Companies leading the Enterprise Marketing CRM team. In this role, she’s been working with a diverse portfolio of 17 prestige beauty brands, spearheading digital transformation while nurturing each brand’s unique identity and purpose. Her leadership has driven creativity and innovation through tech, vendors and internal CRM strategies, placing the customer at the heart of CRM campaigns.

Before her current role, Livia provided consultancy and led the strategic development of lifecycle programs, award-winning campaigns, and both national and international CRM transformation projects. Her expertise spans customer-led strategy design and execution, as well as product development. Her client portfolio includes retail, FMCG, hospitality, tech and beauty. With over 13 years of experience integrating marketing and technology, her specialization and passion lie in CRM, loyalty programs, and data-driven strategies.

Livia’s background also includes experience in sales, digital media, magazine & print advertising, direct mail, radio, and OOO advertising.

Livia holds a Master of Science in Marketing and later served as a panel member at her university, contributing to the curriculum to keep it aligned with business trends for six years. Additionally, she has been actively sponsoring children in need in Africa for the past 20 years, a cause she deeply values.

Marco Merkx

IKEA Global Customer Engagement Development Leader

Over 25 years of experience in marketing management and strategy, e-commerce , digital marketing and customer relationship management both in operational and in strategical management roles for mainly fashion, food and lifestyle consumer brands and retailers. On national and international level, in organizations varying from start-ups to multinational corporations.

My professional purpose is to support companies with transformation, innovation and development of organization design, technology and customer engagement. Always based on customer data and insights, leading to tangible results and growth. Specifically realizing customer centricity, digital transformation and omni channel proposition development are my fields of expertise. For this, my commercial and technical know-how are as much of value and importance as are my creativity and my sensitivity towards the human, cultural and organizational aspects.

Currently working for Inter IKEA Systems, the owner and developer of the IKEA concept, range and brand, as Global Customer Engagement Development Leader, working on topics as engagement, loyalty, personalization and crm in an omni channel context.

Joana de Quintanilha

Forrester VP, Principal Analyst

Joana is a VP Principal Analyst at Forrester where she serves customer experience professionals. Her areas of expertise include journey-centricity, digital customer experience, empathy, mental models, designing for emotion, and tools including journey mapping, and Agile methods. Joana also focuses on brand and leads Forrester’s coverage of journey mapping, journey analytics, and journey orchestration technologies.

Jasmin Wheeler

John Lewis Customer Experience Lead

I’m an innovative and energetic Product Lead, motivated by getting the best for the people around me – whether that’s the customers I design for or the teams I work in or lead. My expertise has been built through five years’ working in retail across shops and head office for the John Lewis Partnership, during a period of radical change.

Honest, supportive and aspirational, I enjoy working collaboratively with people to create tangible results with a clear purpose in mind. Through leadership roles on the shop floor and in experience design, I’ve developed an agility to deliver both operational success and strategic vision. I focus on the future while meeting the practical needs of today.

Last year I learned a lot from being part of John Lewis’s Restart programme, which saw the safe and successful reopening of our 38 shops following the first national Covid lockdown. My focus was to ensure we were well placed to adapt to the change in our customers’ needs, particularly those from vulnerable groups.

Progression? I really value it, for myself and the teams I lead. So I’m energised by opportunities through which I can broaden my experience and enable others to reach their full potential.

Rebecca Martin

John Lewis Senior Customer Experience Manager

Rebecca is currently a Partner & Senior Customer Experience Manager at John Lewis & Partners. Rebecca started as Propositions Manager at John Lewis in 2021 and has since grown and developed her role into the Senior Customer Experience Manager position.

Prior to that, Rebecca was at Vodafone for 7 years starting as an Internal Communications Specialist and transitioned to a Propositions Manager.

Emma Perkins

Experian Head of CX Strategy EMEA & APAC

Over the past 5 years Emma has driven the Customer Experience agenda delivering change and CX improvements across the EMEA and APAC region delivering significant increases in Relationship NPS scores year after year. Leading the CX programme across 12 countries to deliver actionable insights and improvement activities, collaborating across multiple functions and levels within the organisation. Understanding the value of CX and the impact on business outcomes has been key to success.

Emma is committed to health and wellbeing and prior to joining Experian was fortunate to work in the fitness industry combining her love of being active outside with great Customer Experiences.

Specialties:
Customer Experience and Loyalty measurement
Market development
Driving change
Customer feedback mechanisms
Lean Six Sigma Black Belt

Shannon Hamer

Economist Global Head of Customer Success

Shannon is Head of Customer Success at The Economist but was an early adopter of Customer Success in the UK having launched and led Customer Success globally in large organisations including RELX Group, Financial Times and Zoopla. When not doing all things Customer Success, Shannon enjoys spending time with her husband, three daughters and is an avid puzzle and wine enthusiast!

Simon Birch

Hobbycraft Customer Service Manager

I am a dedicated and results-driven business leader with a strong background in Retail Management, Customer Experience, and Customer Contact management. Throughout my career, I have consistently championed the customer voice and spearheaded improvements across various facets of business operations. My track record speaks to my ability to build and lead high-performing teams that consistently deliver exceptional results. I am committed to elevating the customer experience and driving positive change within organisations.

Alessandra Canavesi

AXA Investment Managers Head of Digital Marketing & Customer Experience

Alessandra Canavesi is an experienced international marketing and communications director with dual Italian and British citizenship, based in London. With over fifteen years in the industry, she has been leading marketing projects across globally, particularly within blue-chip financial organizations.

Currently, Alessandra is the Head of Marketing and Customer Experience at AXA IM Alts, a global leader in alternative investments. Since joining in 2016, she has driven significant results through innovative digital initiatives and strategic collaboration, leading to record capital-raising years, increased client engagement, and improved marketing ROI.

Her previous roles include Head of Marketing at LaSalle Investment Management, Senior Manager at M&G Asset Management, and marketing positions at Investec Private Bank and HSBC Group. Alessandra holds a Master’s degree in Classics and Philosophy from the University Statale of Milan and is fluent in Italian, English, and French.

Charlotte Burridge-Taylor

Volvo Head of Training for Global Customer Care

Strategic, results-focused leader, driving commitment to excellence through learning development and delivery and expert management of teams and processes.

My motorsport background gives me a unique perspective when it comes to premium brands which I have been able to use in the classroom to really bring training programmes to life and drive forward excellent results. Experience with premium brands has also given me a clear understanding of corporate guidelines, KPI’s, processes and the importance of striving for the highest level of customer satisfaction.

Deborah Woods

Costa Coffee Contact Centre Manager

Professional, goal orientated, people manager with 20 years contact centre experience who has successfully delivered results in demanding, fast-paced, contact centre environments. With a strong track record of exceeding business metrics and who has the ability to influence people at all levels and negotiate effectively. A resourceful problem solver, who is resilient and calm with a high level of emotional intelligence. Works extremely well under pressure and trusted to manage teams effectively to achieve and exceed their key business objectives. Customer focused with a passion to deliver enhanced customer experience

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.

Dina Hassan

LinkedIn Head of Customer Success - Global Clients, Search & Staffing - EMEAL

Dina is an accomplished customer success leader, currently heading a team within LinkedIn Talent Solutions, where she works closely with global staffing businesses HQ across EMEA & LATAM. With a deep focus on aligning technology, data, and change management, she has been instrumental in driving customer outcomes that foster long-term loyalty and engagement. Over the past nine years at LinkedIn, Dina has built a reputation for creating value beyond transactions by helping customers unlock growth through personalized strategies, data-driven insights, and scalable solutions across emerging and mature makrets. Known for her ability to cultivate relationships, Dina specializes in transforming customer feedback into actionable improvements that not only reduce churn but create brand advocates. Her unique approach combines strategic thinking, leadership, and a passion for human connection, empowering organizations to enhance customer lifetime value and achieve sustained business success.

Anna Wilcox

Bupa Head of Customer Experience

Anna is an established customer experience and marketing professional with a proven track record of delivering excellent commercial performance over the 20 years of my career.
I started my career in marketing, planning and driving growth for large corporate organisations across industries such as health insurance, the motor trade, pharmacy and IT. Over the years my passion for marketing sparked an interest in customer behaviour and 6 years ago I moved into the Customer Experience profession.
I now head up the Customer Experience function at Bupa Insurance, aiming to be the world’s most customer centric healthcare organisation.
All helping to achieve our purpose of helping people live longer, healthier and happier lives and making a better world.

Chloe Rice

Shutterstock Director, Global Customer Experience

Chloe Rice is a global customer experience leader with over 15 years of industry experience in sales and customer success. Currently serving as Director of Customer Experience at Shutterstock, Chloe has scaled her approach of genuine empathy and care for customers to a global level, leading cross-functional teams and initiatives that drive customer-centric innovation across multiple regions. Driven by a commitment to elevating customer experience, Chloe combines strategic vision with hands-on leadership to foster open, collaborative environments. Her extensive expertise and multi-faceted lens through which she has viewed the customer landscape enables her to bring unique insights on scaling customer care and performance in today’s fast-paced digital economy.

Melanie Fischer

Xero Director, Customer Experience - UK & EMEA

Melanie is a CX-centric Director with 20+ years’ experience embedding cultures of continuous improvement to optimise customer acquisition, satisfaction, and retention. She is passionate about maintaining high service efficiency and quality levels by championing customer success, Voice of Customer (VoC) implementation, complaints handling, and transparent communications.

Melanie is currently the CX Director at Xero for UK & EMEA (global accounting software company) and has prior experience at retailers such as Waitrose, Post Office and Tesco.

Areas of expertise include:
- major change and transformation
- leading large business units and teams

Rebecca Gordon

Westminster City Council Head of Online Customer Experience

As Head of Online Customer Experience at Westminster City Council, Rebecca brings years of dynamic expertise in leading digital transformation within the public sector. Known for developing user-centric services that surpass expectations, they champion agile methodologies and cultivate a collaborative spirit that propels teams to new heights. Attendees will gain insights into how innovative leadership and strategic digital delivery can revolutionise public service experiences.

With a proven track record in driving impactful change, Rebecca is passionate about inspiring teams to explore new technologies and fresh approaches that elevate customer engagement and service excellence. Join this session to learn from their journey of shaping exceptional digital solutions, sparking ideas that attendees can take back to their own organisations to foster transformation and innovation.

Vanessa Milan

Cambridge University Press & Assessment Head of Voice of the Customer, Global Operations

I am a passionate Voice of the Customer lead and a natural advocate for customers. I am skilled at engaging internal stakeholders to strategically improve the customer experience across Cambridge University Press and Assessment.

I am a self-starter and multi-disciplinary person who leads the development and execution of the Voice of the Customer programme, strategy and governance for Global Customer Service, Credit Management, Royalties, the English division Channel Partners and English and Education product platforms at Cambridge University Press & Assessment.

Karen Stewart

Standard Life Vulnerable Customer Centre of Excellence - Snr Consultant

Joining Standard Life in Q4 2021, Karen has previously supported customers in vulnerable circumstances throughout her career in both retail banking and energy services.

She supports colleagues in embedding Standard Life’s Principles and Standards, support with best practice, internal and external training and upskilling resources and supporting Standard Life Workplace client visits when looking at our vulnerability management.

Karen is active externally in focus groups and forums around vulnerability and is a Vulnerability Champion for the Collaboration Network.

Focused on providing good customer outcomes, Karen has a particular interest in inclusivity and accessibility for customers and colleagues and showcasing the work we do to support our members.

Having experienced vulnerability personally, Karen is passionate about working to remove barriers and helping people get on with living their lives.

Suzanne Lannin

Standard Life Senior Operations Design Manager

Suzanne has worked for Standard Life since 1997 and performed roles in customer service, customer proposition, change delivery and most recently as a Senior Operations Design Manager.

She uses high quality insight to design and deliver enhancements for customers that remove barriers and drive better customer experiences and outcomes. This is enhanced with the use of journey maps and journey performance insight. She has a deep understanding of customer experience through tools such as Voice of Customer, root cause analytics, complaints outcome testing and behavioural science which leads to customer led solutions that are performance tested.

Suzanne is passionate about delivering the best possible outcomes for her customers, supporting them to live their dreams and go into later life with dignity and enjoyment.

Maria Mattos

Renault Group Customer Experience Transformation Manager

Maria Mattos is a passionate, collaborative CX professional with extensive experience in driving commercial improvements and retailer network performance. Maria has a strong background in Business Intelligence and has worked in the automotive industry for over 10 years.

Having worked at Volkswagen Group UK, Audi UK and now Renault Group UK, Maria is experienced in deploying transformational and continuous improvement projects at a national level with a customer-first mindset.

Natalia Tatar

Fuller Smith & Turner P.L.C Group Sales and Events Manager

Group Sales and Events Manager for Fullers since 2019

17 years of experience in Hospitality Sales and Events

Worked for companies like Novus Leisure and Revolution Bars

Sales Executive Apprenticeship Level 4

Member of Institute of Sales Professionals

I am a competitive and driven individual with a proven record of developing advanced sales structures and achieving consistent, sustainable sales growth. I focus my teams on delivering exceptional guest experiences as the key to outperforming their targets.

In my current role I navigate complex business landscapes, through building a strong sales and events team concentrated on enhancing customer engagement and adapting traditional sales processes to the demands of the modern digital economy.

Outside of work, I am a highly active mum of toddler who loves travelling, and spending time with her family and friends!

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.

Andy Purcell

WeTransfer Senior Manager Martech and Systems Operations

Andy Purcell has over 15 years experience making technology and data work for marketing teams and beyond at household names such as WeTransfer and The Walt Disney Company, as well as innovative start ups such as Immersive Gamebox. An expert in all things tech stack, Andy has worked with most systems across industries as varied as video game production, government and education.

Ashutosh Pandey

Eutelsat Group VP Project Management, Quality and Process

Ashutosh is a leading Global Executive in the New Economy sectors of Space Technology, Satellites and Telecommunications.

As a Transformation and Turnaround Leader, he has successfully delivered multi-dimensional cost intensive sustainable transformations bringing in more than 1 Billion Euro financial savings globally for multiple organisations.

As a Business Process Management (BPM) leader, he successfully led enterprise wide transformation of key end-to-end processes across the organisation, thereby unlocking multi-million cash and generate value via simplification, standardization and ERP consolidation (incl Digital Transformation)

As a Quality Management leader, he led successful end-to-end assessments for International standards like ISO 9001, TL 9000, CMMI, IS 27001, IS 18001, EFQM and set up Corporate ESG and Sustainability management metrics.

He has strong expertise in leading Operations and Program management (incl Global PMO), change management and executing customer transformation using continuous improvement methodologies like Lean, Kaizen, Six Sigma and Hybrid/Agile PM.

He is a Certified Lean Six Sigma Master Black Belt (CMBB), ASQ Certified Manager for Quality & Organizational Excellence (CMQ/OE), Certified Process Professional (CPP), ASQ Certified Quality Auditor (CQA), Certified Business Excellence Assessor (CBEA) on EFQM model, Certified Software Quality Analyst (CSQA), Project Management Professional (PMP) and a Fellow Chartered Manager(FCMI) from CMI UK.

Ashutosh is recognised as a cross-industry expert in Business Transformation, Operational Excellence and Lean Six Sigma and he has been a leading panellist and key speaker at multiple international forums globally since 2008.

As a trainer, he has trained 5000+ experts in various continuous improvement methodologies (lean/ kaizen/ six sigma/ design thinking/ agile).

By education, he is a Bachelor of Engineering and also holds a double MBA degree.

Laura Macleod

Virgin Money Senior Product Owner

As a collaborative leader Laura works cross functionally with engineers, designers, data scientists, business stakeholders and customers to align AI product strategies with Virgin Money’s organisational goals and regulatory requirements. Throughout their career Laura has blended a deep understanding of customer needs, digital offerings and emerging AI technologies to create user centric virtual assistants that simplify complex banking tasks, enhancing accessibility and boost customer satisfaction by leveraging data analytics and continuous improvement Laura has driven substantial enhancements in customer engagement, response accuracy and self-serve efficiency. In a world where personalisation and digital convenience are vital, Laura is dedicated to pioneering solutions that make financial services more intuitive, accessible, and future ready through the power of conversational AI.

Tim Fisher

Tapi Carpets Head of Academy

For over 18 years, Tim has led Learning & Development teams in a variety of sectors across Australasia, South Africa, and the UK. With a focus on combining technology with people-centered strategies, Tim works to build lean, high-impact teams that foster growth, enhance skills, and drive meaningful business outcomes for Tapi Carpets.

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.

Mark Nichols

Flagstone Head of Operations

Mark has extensive experience in client success, experience and operations and is now the Director of Operations at Flagstone.

Terry Ward

Quilter Customer Insight Specialist

Terry is a Certified Customer Experience Professional (CCXP) at Wealth Management company Quilter, who has over twenty years’ experience in financial services. He uses insights from customer data and customer feedback to drive product and service enhancements and to inform current and future strategic priorities.

Harriet Lack

Oxford Languages Head of Customer Success

Harriet Lack is the Head of Customer Success at Oxford Languages, bringing a decade of experience in Customer Success roles across a range of industries from Finance and Food Technology to Licensing. Harriet is renowned for her ability to build and lead Customer Success teams, driven by a passion for data-driven insights and a commitment to co-collaboration with customers.

Throughout her career, Harriet has managed customer-facing teams in both start-ups and established businesses, covering areas such as Customer Success, Service, Operations and Telesales. She specializes in establishing and growing Customer Success teams, developing effective strategies and KPIs, implementing CRMs, and leveraging data analytics to drive growth and retention.

Harriet’s expertise and dedication to customer success make her an exceptional speaker on topics related to customer success and operational excellence. Her insights and experience provide valuable perspectives for any audience looking to enhance their customer success strategies and achieve sustainable growth.

Nicola Adcock

Defence Science and Technology Laboratory (dstl) Customer Experience Lead

Nicola is a Customer Experience Leader who has 15 years of experience designing and improving services to meet the needs of their users. Her background is in public services and she understands the unique balance of customer requirement and public interest that exists within this sector.

Nicola has most recently established a customer focus approach which brings insights, experience and engagement together to provide a holistic change and improvement programme.

Nicola’s skills and expertise include; managing customer facing teams, designing services and service structures, embedding KPIs and data analytics, developing and embedding customer experience strategy, co-ordinating cross functional activities that lead to customer success.

Helen Luty

Landmark Information Group Head of Customer Experience

Helen has over 25 years’ experience in Customer Experience Leadership across a variety of both B2B and B2C businesses. As Head of Customer Experience for Landmark Information Group, Helen covers service, support and success across a variety of divisions, building and improving processes to ensure Landmark are easy to do business with, that focus on positive outcomes, that seek and learn from feedback and that look to the ever-evolving needs of our customers. Helen has a passion for making a difference, this cascades throughout the Customer Service Teams and has resulted in high engagement scores and as we all know…… engaged and happy teams mean engaged and happy customers. Outside of work, Helen loves family time and live music and if you can combine the two, even better!

Nick Mills

Landmark Information Group National Training Manager

Nick has been the National Training Manager for Landmark Geodata for 18 years, with responsibility for the planning and delivery of the varied training courses offered to clients. As a recognised expert on the Landmark Geodata products Nick develops user guides and training documentation and is key to testing of the system. With more than 25 years’ experience in creating and delivering training, Nick holds a Masters Diploma in Learning and Development and is a Gold Accredited Learning and Development Professional and Fellow of the British Institute of Training and Occupational Learning (ITOL). Outside of Landmark, Nic enjoys sports (with football and rugby league favourite topics!), theatre, music – and computer games, which he doesn’t seem to have yet grown out of!

Russell Yeates

AWS Principal Sales Specialist for Amazon Connect

Russell has been working in the contact centre industry for the past 20 years. Starting with operational contact centre management, he has transitioned into helping clients while working for some of the leading manufacturers in the industry.

In his current role at AWS, Russell helps clients in the enterprise accounts, with specific focus on the travel and hospitality, gaming and logistics companies to achieve their CX experience goals.

Jill Scott

Women's Euro 2022 Champion, Queen of the Jungle & Soccer Aid Captain

One of England's most decorated players, Jill Scott is one of the few Lionesses to have surpassed 150 caps. After featuring at nine major tournaments, she got a winners' medal as part of the team who won EURO 2022 on home soil. An infectious character off the pitch, and a player for the big occasion on it, the influential midfielder stepped up to the plate whenever her country needed her most. Her England career was punctuated with some key strikes – the winner against Netherlands in the EURO 2009 semi-final, the equaliser against Belgium in EURO 2017 qualifying, and the finish in the 3-0 win over Wales which sealed England’s place at France 2019. Jill began her career with her hometown Sunderland, before spending seven years at Everton and then joining City in 2013. She later had loan spells back at Everton and Aston Villa. She won her hundredth cap against Australia in 2015, before clocking up another fifty over the following six seasons. When Jill started the 3-0 win over Cameroon at France 2019, it was her eighteenth appearance at a World Cup final, the most of any England player in history. Jill retired from football as the second-highest capped player. During her time in the game, she won every domestic honour, including the Women's Super League title with City, and four women's FA Cups. Jill was voted FA Players' Player of the Year, FA International Player of the Year, and was appointed an MBE for services to women's football. She also entered the jungle and was crowned the winner of I’m A Celebrity Get Me Out of Here.

Alex Scott MBE

BBC Sport and Sky Sports Former professional footballer, pundit and 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.

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.

Nathan Sanders

Ford Head 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.

Jo Causon

Institute of Customer Service CEO

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.

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.

Gerry Wisniewski

Edelman Managing Director

Experienced Managing Director with deep B2B Corp Tech expertise and a demonstrated history of working in the PR and communications marketing industry. Skilled in PR, Digital Strategy, Crisis Communications, Corporate Communications. Passionate about tech and building trusted reputations for brands wherever they are in their journey. With a reputation for building high-performance, collaborative teams, where diverse talent and great work thrives.

Rebecca Powell

Ella's Kitchen Head 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.

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.

Lindsay Mitchell

Harrods Head 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

Matt Roberts

Formula E VP 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.

Divya Kerslake

Virgin Red Head of Customer Strategy

Divya’s career and expertise has spread across two very different industries over 15+ years, but always with the common focus of the end customer and their experience. She started at Microsoft working on Xbox and moved to Virgin to define and establish their group wide loyalty scheme Virgin Red. Her global roles and varied experience have established her as a leader within the customer growth and engagement area.

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.

Vineeta Anuj

Mindful Chef Head of Customer

A self-confessed foodie with over 17 years experience working for global Food and Drink brands. Vineeta started her career in marketing in Australia - with The Coffee Club, an international casual dining chain. In her time there she helped grow the business from a national franchise with 300 sites to a global franchise spanning across 6 countries. Vineeta moved to London in 2014 and has worked in senior marketing roles for Costa Coffee & helped transform and redefine a new cinema experience at ODEON launching the ODEN Luxe proposition. She’s currently Head of Customer for Mindful Chef - the UK’s highest rated recipe box, delivering over 30 million meals to people across the UK. She specialises in using customer insight to inform and develop commercial marketing strategies that improve retention and the overall customer experience (both online and offline).

Olive Perrins

Sky Head of TV Service

Olly has worked at Sky in technology strategy for more than 10 years and is fiercely passionate about delivering frictionless customer experience. She spends her day obsessing about resilience, using data to measure every journey touchpoint to improve service at the best service economics.

Olly is a dedicated coach who dedicates much of her time to reaching back and helping others to climb through mentoring and coaching in Sky and across the broadcast industry.

Leigh Hopwood

CCMA CEO

Leigh is the CEO at the CCMA (Call Centre Management Association), an organisation dedicated to supporting contact centre professionals through networking, learning, and celebrating industry talent. Since joining the CCMA as Marketing Strategy and Brand Director in 2013 she has helped build the business into the UK’s largest community of contact centre professionals. Since taking over as CEO in 2020, the resources available to members has grown significantly and membership has more than doubled.

As Chartered Marketer and Honorary Fellow of the Chartered Institute of Marketing, Leigh joined the Board of the CIM in 2014, becoming Chair for three years in 2016 where she led a transformation of the organisation across culture, governance and customer experience, turning significant losses into three consecutive years of profit. She continues to give back to this community and is a Trustee on the CIM Benevolent Fund.

For the last 25 years Leigh has been helping organisations develop their marketing capability. Having led marketing functions for IT companies specialising in niche markets, she has spent time as a business advisor and a marketing coach supporting marketing professionals at all levels.

Nick King

AutoTrader Insights Director

A consumer psychologist and expert in digital media and marketing, possessing the experience to analyse and interpret trends in consumer adoption of technology and develop strategies for customer acquisition and retention through digital and offline channels.

Nick joined Auto Trader in January 2007 running Business Intelligence and in 2010 built the retailer insight team running master classes and webinars. He also makes short films to evangelise about data and Insight and speaks regularly at conferences in Europe, Canada and North America.

Nick is also a visiting lecturer in consumer psychology at Anglia Ruskin University, Cambridge.

After graduating from Loughborough in 1986 , Nick spent years in advertising and planning at Dorlands and Lintas, was a guitarist with Great Northern Electrics, a publisher on HiFi magazines at Petersen/EMAP and a research Director at Media agency Carat/Difiniti responsible for a team of researchers advising a range of Blue-chip clients on the development of their marketing and communications strategies in the Digital arena.

Carl McCartney

Les Mills Customer 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.

Sabina Onwuka

London Borough of Barking and Dagenham Head of Customer Services

Sabina Onwuka is a passionate and knowledgeable Public Speaker who engages and inspires audiences with a dynamic approach tailored to their specific needs. A Coach, a Mentor and Leader with a genuine desire to support young leaders to be a better version of themselves for tomorrow's world. Sabina teaches how to foster team spirit, team motivation and confidence, she demonstrates how to create a safe place for people to express their concerns in any workplace situation, which is more important than ever.

Sabina sits on the Standard Advisory Board of the Contact Centre Management Association, is a Chair of governors at her local primary school and Heads the Customer Services department at The London Borough of Barking & Dagenham.

Jo Eighteen

Biffa Head of Customer Experience

As the Head of Customer Experience at Biffa, Jo has over 25 years’ experience in customer service and CX management across a number of different sectors. Previously working in Financial Services and the Automotive industry, Jo has led customer contact centres across multiple customer segments, implemented and managed voice of customer programmes and TQM initiatives, and as a Lean Six Sigma Black Belt, has managed multiple continuous improvement projects.

In her current role, Jo has led the creation of a CX function within Biffa, establishing a team covering CX Data & Insight, CX Strategy & Communication and CX Business Improvement to change process, culture and behaviour within the company.

Matias Quintanilla

Virgin Media O2 Head of Customer Monitoring

Experienced, dynamic and risk-taking, describes Matias Quintanilla, Head of Customer Monitoring at Virgin Media O2.

Quintanilla started working in the telco industry at the young age of 19 when he co-founded Skynet Communications together with his father, a small ISP company in Buenos Aires, while studying for his Telecommunications Engineering degree.

He then worked for Alcatel Lucent and Huawei before joining Telefonica Argentina and rose to Head of Radio Network Planning while finishing his MBA.
Transferred to the UK in 2018 to head the Performance Management & Data Analytics team at O2 Telefonica UK.

In 2019 he was appointed Head of Customer Experience Monitoring at O2 and by the end of 2021 he received the additional responsibility of the fixed services side as well with the Virgin Media joint venture, heading up the new Customer Monitoring Team for the newly merged Virgin Media O2.

Pietro Cagnina

NatWest Strategic Enablement and Change Delivery Lead - Rooster Money

Pietro is Strategic Enablement and Change Delivery Lead for NatWest Rooster Money, part of the NatWest Youth and Family team within the bank's retail arm. Pietro has worked in the bank for 7 years holding various positions within procurement and organisational transformation.

Before joining Rooster, he supported the retail bank's change programme towards an end-to-end customer journey model. He subsequently leveraged his experience to build a single framework for guiding this type of change across the wider organisation before supporting the commercial bank's adoption.

Pietro holds a joint Masters degree in Economics and the Management of Innovation and Technology from Bocconi University, Milan, and Católica Lisbon School of Business & Economics.

Isobel Mills

Bloom & Wild Director of Customer 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.

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.

Stuart Irvine

Heathrow Airport Digital Orchestration Lead

A Marketing technologist with 20 years experience in the Travel Industry. Recent roles have incorporated responsibility for Heathrow's web analytics, management of several CRO and CXM programmes, web development projects as well as digital acquisition.

Callum Whitton

Formula E Senior 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.

Rosie Bailey

CitySprint Customer 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.

Emma Cottle

Newcastle Building Society Digital 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.

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.

Matthew Harwood

Natwest Head of Customer Communications

Seasoned Digital Transformation Leader with a proven background in creating world leading customer experiences

Jason Fiddes

Sky Head of Tech Futures

With a passion for technology and data; and using this to improve customer experience and operational efficiency, Jason has been working in technology strategy, change and delivery across multiple verticals in the UK for over 25 years. Working at Sky for over 7 years now, he is Head of Digital CX & Tech Futures looking at industry and technology advancement to produce recommendations that feed into key initiatives that ensure Sky is at the forefront of innovation. Always with a focus on ensuring the customers digital experiences are improved and simplified through data driven, technology solutions that also balance off against Service economics.

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.

Louise Walsh

Utilita Energy Chief Customer Contact Officer

Mark Anderson

Go Ahead Group Customer and Commercial Director

Mark Anderson is Customer and Commercial Director at global passenger transport operator Go-Ahead Group, with a remit spanning marketing, communications, customer experience, sustainability and innovation across bus and rail companies on three continents.

He has worked within Go-Ahead for seven years, having joined as head of marketing at the company’s Southeastern Railway subsidiary and spent time on secondment to Japan and Norway before taking a role as part of the group’s leadership team.

He works across diverse strategic areas from climate change and future mobility to capturing the voice of the customer and his initiatives have included leading the Billion Journey Project, one of the UKs largest transport innovation programmes. He is a non-executive director of Go To Places, a not-for-profit body in the tourism sector and Sustainability Ambassador for the Institute of Directors in Oxfordshire.

Prior to entering the transport industry, he worked in the retail, leisure and hospitality industries including holding senior roles at LEGOLAND Windsor and at Warwick Castle. He is passionate about developing growth strategies aligned to customer insight and challenging the status quo to deliver elevated customer experiences.

Andrew Woolliscroft

Jaguar Land Rover UK Client Care Director

Versatile automotive professional with 16 years’ experience across a varied range of roles in the automotive, aerospace and motorsport sectors - from global OEMs through to niche start-up companies. Having held a broad range of positions through Commercial, Marketing, Sales, Engineering, Manufacturing, Design and Strategy has led to a wealth of knowledge and experience.

Caroline Graley

MANUAL Head of Service

A passionate customer experience strategist with a broad experience and a deep understanding of customer behaviour. An adaptable and resilient hard worker who has grown within one of the largest recent start-ups in Europe from an entry level local role to head of role within the International organisation.

Gemma Hulse

Evri Head of Customer Service

Gemma is the head of customer services at Evri. She has worked for Evri for 8 years, managing customer services for the past 3 years and previously led the operations team based in London. Gemma has been in the logistics sector for the past 16 years joining Evri from TNT Post and Whistl. Her experience ranges from being on the front line, setting up customer service teams to creating and developing the customer service strategy for the business.
Gemma’s passion is to ensure that there are always improvements in a customer’s journey and to bring the customers’ voice to any business. She is passionate about being a great leader and having the best team to deliver for customers by going the extra mile. She also sees the importance of coaching and developing people. Gemma is leading the step change in customer service reputation to make Evri more available for all customers and supporting the wider reputational change of the business.

Chandni Bhatt

Beauty Pie Senior Manager, Member Happiness (CX)

Chandni is a veteran in the CX space with a demonstrated history of working with rapid growth businesses in the e-commerce environment within the fashion and beauty industry. Background in handling multiple complex projects and managing large offshore teams in EMEA and North America. Curious, innovative, hands on approach. Thrives on creating cost effective solutions and challenging existing processes to create efficiencies.

Specialising in subscription models, automation and digital transformations, retention, CX and developing high performing teams. Highly skilled in Vendor Management, Contact Centre Scaling, self-service and VOC. Digital Services such as Social Media, Community and consumer reviews.

Karen Stewart

Standard Life Vulnerable Customer Centre of Excellence - Snr Consultant

Joining Standard Life in Q4 2021, Karen has previously supported customers in vulnerable circumstances throughout her career in both retail banking and energy services.

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.

Chad Wilson

J.P. Morgan Head of Client Journey | Product & Design | Payments & Commerce

Chad is Head of Client Journey Design at JP Morgan, sitting within Payments & Commerce. Focusing of Payments modernization globally, Chad leads CX strategy, research and analysis and design teams across 4 domains: Acquiring & Gateways, Omni-channel, Onboarding and Servicing and Digital Enablement.

Charlotte Owen

Financial Times Head of Customer Planning & Customer Relationships

Fiercely passionate about devising creative solutions that put emphasis on achieving a best-in-class customer experience, whilst also achieving sustainable and long-lasting commercial growth. A Voice of the Customer expert with over 10 years of experience in companies ranging from bootstrapped high-growth start-ups to world-leading organisations. Committed to embedding qualitative and quantitative analytics into the everyday mindset of marketeers.

Sham Haque

The LEGO Group Senior Engineer - Contact Centre Technology

Sham has been working in the contact centre space for over 20 years with LEGO Group, and has been involved in a number of platform implementations since 2000.

He's spent his career to date learning, and continues to enjoy being challenged with new problems to solve, and new skills to acquire. Sham loves meeting new people and learning from them, as well as hoping he can share back his experience and knowledge.

A proud husband of 20+ years, father of one near-teenage daughter, and when he gets the chance, loves the mindfulness brought from building a LEGO set.

A keen runner – though he discovered it quite late in life, and now heads up the running club at work and feels frustrated if he cannot get out for a run at least three times a week.

Anna Wilcox

Bupa Head of Customer Experience

Ray Biggs

John Lewis & Waitrose Head of Customer Care

Ray has worked in contact centres for over 25 years, and is one of the few senior leaders in our industry that started ‘on the phones’. Ray has a unique CV working across operations, strategy, transformation and technology. An authentic and passionate leader who enjoys being an agitator in the boardroom but happiest on the floor with his teams and his customers This is likely to be Rays last outing wearing his John Lewis badge before Joining Ventrica as Chief Operations Officer in May.

Hans van Dam

Conversational Design Institute CEO

Hans van Dam is the founder of Conversation Design Institute, the world's leading training and certification institute for people working in conversational AI. Hans has trained more than 5,000 professionals in conversational AI and works with Fortune 500 companies to make their AI Assistants more human-centric, effective, and inclusive. He also leads CDI Foundation, a non-profit that develops design standards and provides scholarships within the industry. Hans is a frequent guest lecturer at universities worldwide. He is currently based in Amsterdam, where he lives with his family.

Luke Sambridge

Affinity Water Head of Business Excellence & Transformation

Luke is a passionate and successful senior change professional, with over 10 years’ experience in the management and deployment of large-scale customer change programmes in various Financial, Telecoms, Utilities and Retail Industries. Accredited in Lean Six Sigma and as a Managing Successful Programme Practitioner, Luke has previous worked in a number of Senior Management roles including Operations, Change Management, Continuous Improvement, Transformation and Consultancy.

Francesca Rea

NewDay Director of Contact Centre and Client Delivery

May 2014, Francesca joined NewDay where she is the Director of Contact Centre & Service Delivery. As a member of the Senior Leadership team Fran directs the omni-channel servicing strategy across E servicing, Mobile App, Digital Messaging, Call centre and Complaints. Fran also provides insight back into the business which supports improvements in CX. Fran previously worked at GE Capital, Axa Life, Telefonica O2, Cable & Wireless Worldwide and BT and as an experienced Leader, has led successful transformations and created award winning customer service transformations and experiences.

Emma Krygier

Financial Conduct Authority Head of Supervision Hub

Emma Krygier has built her career setting up and running large operations. During 25 years in sales, service, and technical support, she has built her leadership skills through working for the most respected names in Financial Services and other industries. Emma brings a wealth of experience in all aspects of customer and employee engagement with a solid track record in a variety of disciplines from contact centre management, project management to operations, marketing, coaching, mediation, facilitation, training and building culture. Her contribution has been recognised through a variety of prestigious awards for excellence in Sales, Customer Service and Training. She is now Head of the Supervision Hub at the Financial Conduct Authority leading a team that serves customers and supervises firms.

Michelle Ansell

Douglas Jackson Managing Partner

A high-end retained executive search recruitment firm exclusively focused on customer and digitally centric business, delivering high performance, diverse, impactful leadership across customer and operation functions.

I believe that recruitment is broken.

I believe that your recruitment process can be better.

I care passionately about the job that I do, the businesses I support and the individuals I represent.

Every week I have so many conversations with clients concerned about the service, or failures they have received from their search firms.

Conversations with individuals who despair at the application process, the lack of communication and information available to them.

I help customer and digitally led boards, leaders and Directors improve the success and retention of your new hires. To deliver a better customer and employee experience. To drive profits, growth and exit values.

I help you make one of the most important decisions you will make. Who to hire.

Identify, attract and hire C-Suite, Board, Diverse impactful leadership appointments and skilled practitioner talent/NED talent that will differentiate your business and brand across customer and operations; customer service, customer experience, customer contact, customer strategy, customer success, customer insight, customer journey, operations, service delivery, resource planning, forecasting, CX/DX.

Ajay Mitha

Tandem Bank Managing Director - Servicing

Ajay is an accomplished leader in Customer Operations. Having spent most of his time leading front-line operations in both Collections and Customer Service. He has a keen interest in People Engagement, Process Improvement and Speech Analytics. He currently works for Tandem, who are building the UK’s greener, digital bank.

Ron Moody

Connect Assist Managing Director

I joined Connect Assist in June 2015, bringing over 30 years’ experience in sales & marketing, media, e-commerce, leadership and business strategy. Fast-forward to 2017 and I was appointed CEO.

Daniel House

New Look Senior Customer Engagement & Support Manager

Daniel has worked in retail for over 15 years, in brands such as Debenhams, Sainsburys and McDonalds.

As well as extensive customer service experience, he has also worked within Learning & Development and Communication & Press teams. He has worked at New Look for 6 years, supporting the launch of the retail customer survey ‘New Look Listens’, store service training and contact centre retention. Most recently, he has been co-heading up a team of over 70, delivering first line customer service to over 600,000 customers a year. In his current role, he has supported the in-housing of customer support from an external contact centre, helped switch New Look to a digital only Care team and built an extensive programme of training and development called ‘Steps to Success’.

Outside of Customer Care, Dan resides in Southampton, Hampshire with his husband Declan and 10 year old cat, Willow

“The information was great and enabled a better understanding of some topics that can often be hard to digest. The different sectors/speakers gave a wider perception on what was happening in both the public and private sectors and showcased many of the efforts taken to improve CX.”

Digital Journey Manager, Vodafone Group

“The lead into the event was really welcoming and encouraging - I liked seeing relevant and interesting topics on the agenda, being facilitated to view & connect with other attendees, and the regular reminders to attend. The event itself was at a great location and the facilities/welcome were fab. The speakers were really on-topic for customer engagement and provided lots of ideas that I can take back and apply in my own organisation and use to motivate my teams for success.”

VP Customer Cperations, OneAdvanced OneAdvanced-1

“Genuinely one of the best-run and most informative events of the year. The speakers were engaging and knowledgable, event and venue staff were very helpful, the venue was excellent, and the overall atmosphere was really nice. For a free admission event, the value exceeds some ticketed/paid events! Looking forward to next year's event already!”

Customer Experience & Events Manager, Fluix Fluix

“I thoroughly enjoyed attending this event. Really insightful agenda topics and was great to hear from so many leaders in Customer Engagement & CX.”

Customer Delivery Manager, Correla Correla

Single Ticket

All-Access Pass for Senior Customer Engagement Professionals
6 Topic Stages + Main Stage
Event Networking
Interviews
Pre-Arranged One-to-One Meetings
Lunch Available - Gourmet Street Catering
Networking Drinks Party - Night Summit
All Registrations Subject to Approval
Not Available for Suppliers/Vendors

Premium TICKET

Includes all items as per Single Ticket Plus:
Full Recordings of Talks
Access to Presentation Slides
VIP Fast-Track Registration
Digital Goodie Bag
AI Summary of Event
All Registrations Subject to Approval
Not Available for Suppliers/Vendors

SUPPLIER TICKET

Vendors & Suppliers pass
6 Topic Stages + Main Stage
Networking and Commercial Opportunities
Interviews
Interactive Panel Debates
Networking Opportunities
Lunch Available - Gourmet Street Catering
Networking Drinks Party - Night Summit
All Registrations Subject to Approval

How do I register for the conference?

Registration to attend the conference is free for senior individuals working in customer engagement. Free tickets provide access to the entire event.

If you want access the on-demand content after the event has taken place, there is a Premium Ticket type which means you'll receive the on-demand talks direct to your inbox.

For those who are suppliers within the industry, you can purchase a supplier ticket.

Registration links for all ticket types can be found above this box.

What should I wear to the conference?

The dress code to all of our events is smart casual. If you're presenting, we recommend wearing more formal attire.

What should I bring to the conference?

Bring your registration confirmation email (printed or on your smartphone), a notebook, and pen. Don't forget any necessary chargers or adapters.

We also recommend downloading the Event App before you arrive at the conference. You can do this by searching 'Engage Business Media' in your App Store.

What time does the conference open/close?

Registration opens at 8:15am and we recommend arriving early if you want to guarantee a seat in our Opening Keynotes.

We have several coffee and networking breaks throughout the day as well as a dedicated lunch break.

The Summit agenda concludes at 5:40pm, but please do join us at the Night Summit for live music and a well-deserved drink (alcoholic and non-alcholic options are available).

Are meals provided during the conference?

There are a number of Gourmet Street Food catering vans providing a range of food. There are also Barista Coffee stands around the venue. There is a bar open from lunch, and an evening Networking Drinks party providing an assortment of alcoholic and non-alcoholic refreshments.

How do I view the agenda?

Before the event, the full agenda will be available on the website and also on our Event App (download the Engage Business Media App in your App Store).

On the Event Day, the agenda is available to view on the Event App only. With the Event App, you can personalise your schedule and receive reminders when your chosen sessions are due to start.

We aim to be as sustainable as possible, so printed copies of the agenda are not available on the day.

How can I network effectively at the conference?

Utilise the Engage Business Media event app to schedule meetings with key decision-makers. The app is your central hub for scheduling meetings, personalising your agenda, navigating the event, and staying connected with attendees.

Can I choose which sessions to attend?

Yes, the Summit offers multiple topic stages and tracks.

You can use the Engage Business Media App to view the agenda in advance and plan which sessions you'd like to attend.

Some popular sessions may have limited capacity, so we recommend arriving early.

What if I need to cancel my registration?

If you aren't able to make it all we ask is that you let us know.

We do allow you to transfer your registration to a colleague, but they do need to fill in the registration form if this is the case