Managing Partner

Ed is Managing Partner at Approach; we collaborate with visionary clients like Amazon to uncover unmet needs and exploit customer opportunities. We use rapid and creative customer-centric techniques; that identify opportunities for new and enhanced products, services & propositions; which are actionable, de-risk decision making, giving you a clear direction & growth for your business. Since 1998 Ed has worked both client side and agency side from challenger brands to household names such as Apple, Innocent and Amazon.

Customer Service Manager

Kat joined House of Fraser 4 years ago and has extensive experience in Client Services, Customer Service and Customer Experience through different sectors, both within the UK as well as internationally. With a passion for the customer journey, both for the external and internal customers, customer service and customer experience are always in the forefront, where understanding the pain points and more importantly what to do to try and fix and manage them is the most important.

Customer Centricty Specialist EMEAR

Kathryn has worked in the Contact Centre industry for over twenty years, both in the UK and across Europe. For the last four years Kathryn's role has overarched all pillars of Customer Experience and guides organisations on Best Practice, Futures, Digital Transformation, Agent/Employee Experience, Customer Journey Mapping and CX Strategy. Kathryn lives in Yorkshire with her fiancé, step-son and beloved dog Jackson.

Change Readiness Partner - Road Operations Contact Centres

A Companion Member of the Institute of Customer Service and both a UK Customer Experience and UK Digital Experience Awards Judge, Ash has worked for the AA for over 7 years. Fired up about CX, change, lean, agile, culture, continual improvement and the innovative use of technology, Ash was most recently responsible for the AA’s Home Services business systems, processes, technology, BI, and led on continual improvement and change. Ash previously had operational leadership responsibility within the Contact and Operations Centre.

Sales Director

Yvette comes with masses of energy, enthusiasm and over 20 years of sales and service operational experience. She has a strong background in coaching and performance management, has managed multi-functional contact centre and field based sales teams and uses this experience when designing performance improvement strategies. Yvette has delivered profitable and sustained results across industry and organisation, with clients including TSB, IBM, AXA, Marks and Spencer, TUI and Nationwide. Yvette has previously judged at the TJ Awards.

Chief research Officer, Ipsos Loyalty

Jean-Francois Damais is a global director leading on the development and global roll-out of several innovative client solutions in the CX area. He is the Text Analytics lead for Ipsos Loyalty and heads up an international team specialised in the modelling of both structured and unstructured data. He has authored several thought leadership papers and regularly speaks on CX related topics. Jean-Francois is a French National currently living in the UK.

Managing Partner

Michelle Ansell is a Director and Managing Partner of Douglas Jackson, a specialist recruitment consultancy. Douglas Jackson offer Executive Search and Recruitment. We work in partnership with our customers to help solve their resourcing challenges, recruiting executive level, senior/mid management and skilled practitioner appointments for; Operations, Sales, Service, Experience, Strategy, Journey, Loyalty, Acquisition, Customer Contact, CRM, Digital, Planning, Programmes, Insight and Analytics. Michelle has over 20 years’ customer recruitment experience, working with a variety of organisations, offering professional advice and consultancy, whilst partnering with clients to identify, attract and recruit the most appropriate talent and individuals for their business.

Partner/ Director, Client Services

Rob is a partner at customer communications consultancy Red Lorry Yellow Lorry. The lorries help organisations improve customer experience through better communications. He’s managed customer engagement, cultural change and tone of voice communications projects for leading financial, retail, utilities and manufacturing clients. He has a background in public relations, branding and communications gained in technology companies in the UK and USA.

Director

As director of Purple Cat, Stewart combines a successful career in senior contact centre management roles to offer consulting and interim services to the industry. A seasoned customer experience professional, Stewart has over 20 year’s diverse experience, across a variety of sectors within both public and private sectors. In recent years Stewart has been helping organisations deliver improved customer experiences, through optimising and transforming their delivery of sales and services via both digital and traditional voice channels.

Chief Technology Officer

Martin is the Chief Technology Office and co-owner at Connect Managed Services, one of the most innovative contact centre technology system integrators and managed service provider companies in the country. Martin has over two decades of experience in the customer experience / contact centre technology marketplace. Martin has worked with many of the biggest brands to craft innovative technology solutions which help to realise their own particular customer experience transformations.

Managing Director

Virginia is Managing Director of Network Research a specialist CX measurement and insights agency. With over 30 years’ research experience, Virginia has spent the last ten years helping leading blue chip businesses understand and develop customer relationships through acquisition to renewal, so as to both deliver tactical service delivery actions and guide strategic business change.

Director, Customer Service and Complaints

Emma is an Operations Professional with over 20 years experience of running large Operations in Financial Services environments. As Director of Customer Service and Complaints at Capital One Emma is responsible for ensuring the right outcomes for customers both in a general customer service channel and also for those who are raising a complaint. Her focus is to ensure well trained, knowledgeable staff are always available to deliver the best outcome for the customer and she does this across an in-house and outsourced model both offshore and in the UK. With a passion for people and delivering great service she relishes the opportunity to recover situations for customers where the expected levels of service may have fallen short.

Founding Director, Adviser & Creator of NetCNS.

Stephen is a Fellow of the Institute of Consulting & Certified Customer Experience Professional, working with many household names he has experience in a wide variety of industry sectors. Stephen is a founder of iCustomer ltd and creator of the NetCNS metric. •A customer business strategist, Speaker & Columnist •A master of the science of first principles and simplicity •Non-Exec, Board advisor to a number of companies. •Author of The Customer Centric You, People Centricity & Customers Are the Agenda

Training Director

Maggie brings over 25 years’ experience in the Telebusiness and Contact Centre sectors. Her enthusiasm and drive energises those who work in these fields so that they want to excel, and her ability to pass on her expertise ensures they have the skills to do so. As a result, sales teams bring in significantly higher levels of new business and customer service teams drive up satisfaction across the existing customer base, increasing both customer retention and customer loyalty.

Head of communication - Europe

Hina is a seasoned communications and marketing expert at Pitney Bowes working with teams to deliver on the challenges of company transformation, reputation management & building a strategy to achieve business goals. She helps shift company perceptions to build business reputation & grow brand awareness. Her business & commercial insight ensures a heightened focus to lead, shape and build on client needs across various geographies and markets, both internally and externally of an organisation. Hina believes different and diverse experiences add to personal learning and building company culture.

Co-Founder

As CCO’s director, my role within the business is managing the growth and development of our existing Franchises. Prior to joining CCO, in 2008, my career was in Investment Banking at Morgan Stanley, as Vice President in Risk Management and Prime Broker Client Services. At CCO, I work with an entrepreneurial team of professionals committed to making a difference to the quality of life of people whose choices are limited. My role is to ensuring a clear line of sight on their contribution to our business, that they have the resources they need and to remove interference that might impede them in doing their work or that might limit their potential. What they most appreciate about me is my focus on the relationships with our customers, understanding their challenges and leading by example. I never ask of them what I couldn’t do myself. Above all I support their confidence and the confidence of our business in our ability to grow and deliver value, to all our clients, today and in the future.

Vice President, Europe

Mark is now leading the growth of the BPO Industry disrupting, Home Working specialist ‘Arise’ across the UK and Europe. Mark has been involved in growing businesses all of his career and has specialised in the BPO, Customer Contact & Direct marketing sectors for the past 15 years, working with major brands in the telecoms, mobile, utilities and financial services sectors. He was a Director at HEROtsc for six years and led its spectacular growth from regional player to market leader, recording a turnover of £100million and subsequently two Private Equity buy outs. In 2007 Mark, founded Aquira the UK’s market leading end to end direct marketing delivery and data compliance business .

Customer Experience Director

Rachel has over 20 years’ experience of Marketing and Customer Experience leadership in Financial Services, having managed First Direct’s brand and innovation initiatives before joining Coventry Building Society. Initially leading the Product & Marketing strategy, Rachel went on to set up a team dedicated to Customer Experience and Conduct Risk. Coventry Building Society is now considered a leader in customer experience in the UK, ranking highly in the ‘top 100 UK companies for customer experience in the UK.

Managing Director

After over 25 years working on customer driven business transformation programmes, Michael started Change Strategy in 2016. Passionate about customer experience excellence from early successes in hospitality, later enhanced with high profile contact centre transformation programmes. Michael has worked globally on business and organisational change, in management consulting engagements with a number of leading telecommunications, software, manufacturing and utility companies. With a psychology background, Michael has a particular interest in behavioural and cultural changes needed to deliver desired business benefits.

Head of Fraud Operations

I have spent 16 years working for Capital One firstly in Risk Operations and in the last 4 years within the Fraud department. I have worked in a number of different positions within the Organisation all centered around looking to provide the best possible experience for our customers. I am extremely proud to be part of the team that were recognised as the overall winners at the 2017 Customer Experience awards for the work we have done in this area.

Customer Contact Lead

Neil is an effective communicator with a proven track record of improving performance and managing third party relationships. He is experienced and educated in change management, contact strategy and team dynamic with the ability to inspire and develop through effective communication. Neil currently leads the customer service and credit management contact centres within Severn Trent and has extensive experience of delivering sales through service in the telecommunications industry.

General Manager

Matt is General Manager Digital Business Europe at Mindtree. With over 25 years’ experience in customer led change Matt advises leading organizations on how to innovate, evolve and deliver growth through a broad spectrum of customer focus, digital enablement and change management. Matt is a Fellow of the Chartered Institute of Marketing and has led several marketing and technology businesses.

UK Director of Customer Experience

Sarah’s extensive experience has been gained from leading large contact centre operations through to developing strategy and leading cultural transformation across multiple industries. As UK Director of Customer Experience for Lowell, a leading credit management company, she has pioneered the introduction of NPS in the industry and improved the experience for customers trying to manage their debts. She has recently led a major business transformation in the way vulnerable customers are identified and supported throughout the whole customer lifecycle.

Managing Director

Robert’s training consultancy business works in partnership with organisations to create and deliver successful learning and development courses and interventions. With leadership experience across public, private and voluntary sectors, Robert has achieved many successes including the four-time winner of national Customer Service Training Network Awards, including Training Programme of the Year (not-for-profit); Training Programme of the Year: Overall. His work in employee engagement at a major London-based housing association received national recognition by The WOW! Awards.

Group Director of Communications & Customer Success

Gary Jackson, Group Director of Communications & Customer Success for Mears Group, has delivered award winning customer experience training. Gary has a successful background developing and implementing customer and communications strategies, transforming business orientation from operations to customer centric, changing culture, leading high performing teams and improving business results. Previously, Gary has worked in the utilities, sportswear and manufacturing industries.

Senior Advisor, CX

Salman is a Senior Advisor for members of Forrester’s Customer Experience Council, guiding CX Leaders to the next level of Customer-Centricity. He looks after the CX Council’s EMEA Membership base, across all industries and focus areas. He enables members to harness the insights and experiences of their peers, analysts and research for validation and best practices. Before Forrester, Salman was a CX Consultant, at a boutique Strategic Marketing Consultancy, serving clients in the FS, Technology & Telecoms, and Media verticals.

Head of Executive Complaints

I have worked for the bank for many years and have a significant experience in Customer Service roles across the organisation. These range from Branch front line to Head Office. I am passionate about Customer Experience and throughout my career have played a key part in speaking to customers, listening to their feedback, and working with business areas across the bank to make changes to improve the customer journey.

Customer Experience Director

Valerie Howe is the global director of customer experience at Elekta (a leading innovator of equipment and software used to improve, prolong and save the lives of people with cancer and brain disorders). Valerie has over 10 years’ experience in driving CX focus and change in a variety of technology businesses and has led many customer experience change management programmes.

Customer Experience and Insight Director

Olga is a CX leader with a strong research and insight background gained across a range of industries and countries. She is expert in driving customer-focused business transformation, innovation and cultural change. As a Director of Customer Experience and Insight, she has helped major UK brands to ensure understanding of their customer needs is used effectively to fuel value creation and growth. Skilled at delivering major projects, Olga improved claims experience for insurance customers by aligning company silos to jointly deliver desirable customer outcomes.

Managing Director

Mark's International experience stretches for 15 years. Mark’s aim for Watermelon was to create an agency of practitioners that could be placed into an organisation and advise, implement and deliver insightful programs. Mark takes a hands-on approach, being involved in all of our key accounts, such as Westpac, Barclays, RBS and House of Fraser, and continues to develop Watermelon’s capabilities. He oversees the whole programme from a strategic viewpoint, ensuring the programme evolves over time within the changing business landscape.

Customer Service Enhancement Lead

Having delivered award winning programmes during his career, Amjad has been a part of some great businesses including Centrica, British Gas, HMRC, The AA, Lloyds TSB and more recently HSBC. He has a strong background in customer service leadership, learning and development as well as human resources both here in the UK and offshore. He is particularly passionate about delivering exceptional customer experiences through the development and engagement of people and a firm believer that people are the greatest asset to any organisation.

OPERATIONS DIRECTOR EMEA Customer Experience B2B Teleservices

A dynamic results driven customer experience focused leader, with proven capability to succeed and deliver at a strategic, commercial and operational level, across varied sectors over the years – such as BPO, financial services, service, gas, electricity, utilities, TV, retail and more Digital, contact centre, inbound and outbound, webchat, front and back office, creating the right solution to serve your customers – utilizing people, process and technology while adding the right culture mix Stretches the norm while making a difference

Director, Professional Services

I love judging the Awards because you meet so many inspiring people. For many years, I headed up the Quality, Guest Insight and Customer Services function at Whitbread, and established the successful service formula that sits behind Premier Inn, the award-winning leading hotel chain. I now help organisations operationalise their customer feedback programmes to deliver real business impact, design ideal customer experiences, and engage teams to deliver excellent experiences. I have worked with businesses throughout EMEA including Fidelity Investments, Shell, Travelodge, Spirit Pub Company, Unilever, Carlsberg, Generali Insurance, Selfridges, Vodafone, and Philips. https://www.medallia.com/

Director

Maxine has a broad base of marketing, CX and business planning experience developed from many years within the healthcare industry. She started her career at GSK on the fast-track graduate commercial programme before moving into sales, UK, EU and Global marketing roles. Maxine followed this with senior marketing roles within Sanofi and has been a Marketing Consultant for 9 years. Maxine brings a focused, engaging and practical style to facilitation, marketing excellence, brand and CX planning and brand insight development.

Director

Rob has over 20 years’ recruitment experience into the Contact Centre and Customer Experience sectors, making him one of the leading recruiters into the industry. Over this time he has seen the industry change into the dynamic sector it is today. With a specialism in Senior to Executive levels he has helped numerous clients shape their customer focussed functions. He has also met 1000’s of industry professionals across all aspects of customer delivery, customer experience and innovation. This is Rob’s 4th year Judging at the CX Awards.

Founder & Director

Emma has 25 years experience of working with clients to grow businesses, across all industries. THRIVE is a fresh thinking consultancy that offers comprehensive business, marketing and deep sales knowledge, sprinkled with a design thinking philosophy - all the ingredients necessary in solving the most head scratching issues that any business faces in their quest to grow. Thrive loves working with people that are passionate about their business and who strive to be the best in customer experience and success.

CEO

David is a senior operational & strategic executive with over 20 years' service experience. Having managed large scale operations throughout EMEA/NA/LATAM/APAC markets, with a team in excess of 1000FTE across 15 languages and 50+ nationalities. David learned quickly that when running successful customer centric operations, customer experience & employee experience are interlinked. David is a passionate individual who truly understands what is needed to drive customer experience improvements on a truly global playing field.

Business Solutions Lead

Wendy is highly experienced in Operational and CX leadership within Financial Services. At Aegon, Wendy led the guidance department through transformation, resulting in 92% employee engagement and improving tNPS from +9 to +51, receiving the Engage award for CX innovation and Aegon global award for best CX Improvement. Wendy recently joined Oracle and is working cross-industry to help businesses to wow customers, empower employees, increase revenue and reduce costs by providing Customer Experience Solutions.

Director, Customer Experience Management

Phil has worked in customer experience measurement for over twenty years. In his role at Confirmit, he works closely with customers to help define and design global Voice of the Customer programmes that aim to deliver real business change. He firmly believes that insights about the customer experience are only important when a business focuses on what this means, why it matters – and crucially – what they’re going to do about it.

Director, Marketing and Customer Experience

Sue is Director of Marketing and Customer Experience at M4 Communications, a marketing and customer experience consultancy that serves high-tech clients in the US and EMEA. Sue is an accomplished customer experience professional who advises SaaS startups and telecommunications companies on overall CX strategies, including voice of the customer, journey mapping, sales and marketing alignment, win/loss analysis, and helping them develop strong retention, loyalty and customer advocacy programs. She writes and speaks on marketing and customer experience topics frequently.

Head of CEE Digital Collaboration

Nikolina is Head of CEE Digital Collaboration in UniCredit, with over 10 years of experience in banking. Before moving to Vienna, she was responsible for Customer Experience, Market Research, Complaints Management and Marketing in Zagrebačka banka. Her nickname is “the game changer” since she is devoted to bringing new ideas and sometimes steering the company towards a different, unexplored territory. She is passionate about behavioral economics, Voice of the Customer and FinTech culture. She has won numerous awards, mainly in the field of digital marketing.

CEO & Founder

Warren founded FoundIt! with a simple vision: make shopping online easier. Having continually seen websites are generally structured to reflect logic, not what customers actually want. FoundIt.com is a revolutionary award-winning AI, Ecommerce technology that grows retailer's conversion rates and sales, understands customer intent and shapes the customer journey to provide a more relevant experience. Warren is Exec-Chairman and founder of Greenlight Group: a collection of digital growth companies, focused on pushing boundaries of what’s possible in digital and eCommerce.

Regional Manager

Diane is a Regional Manager responsible for leading a retail network team at Skipton Building Society. She has 17 years’ experience in Financial Services, and has worked exclusively for Building Societies during this time. She is passionate about mutuality and providing excellence in customer experience. With a strong background in leadership, she was delighted to have led the team to win the Customers at the Heart of Everything award at the Customer Experience Awards 2017.

Co-founder

Vicky is co-founder of lens, a customer consultancy dedicated to helping clients drive customer-led change. Vicky’s career started out in qualitative research before specialising in customer experience and journey design. Prior to setting up lens, Vicky led Experience Design within one of the leading global consultancies, and has worked with brands such as Virgin Atlantic, Microsoft, Shop Direct and Nationwide. As director at lens, Vicky supports clients to put their customers at the forefront of business decisions through development of customer experience strategies, adoption of customer journey and experience design approaches, with a focus on connecting insight.

Head of Customer Service

Entrepreneur turned international finance executive with experience in emerging and mature markets across Asia, Europe, Latin and North America. High Net Worth business development influencer, advising large corporates on people-first post-merger integration opportunities, developing client segmentation strategies, and building and leading the global award-winning wealth proposition, Jade by HSBC Premier. Passionate leader who builds and transforms teams through authenticity and curiosity to embrace innovation, embed change, and deliver commercial growth; translating strategy into reality.

Founder

Peter is a professional speaker and business psychologist with 25 years of international experience in developing business leaders and teams. After moving from Australia to the UK in 2000, Peter became a director of Europe's largest executive coaching firm before establishing his own business in 2005. He has worked with leaders at all levels across a wide range of industries. He brings practical applications of psychology to the workplace so that individuals and teams have less stress, more joy, and greater productivity.

Founder

Adam has 25 years’ experience working in the areas of CX transformation, customer insight and CRM. He has successfully lead multi-national CX programmes across both utilities and financial services in E.ON, AIG, National Grid and Barclays. As such, he has great understanding of what it takes to deliver a successful programme in a complex corporate environment, improving both customers’ lives and commercial performance. He is now using his skills to help a variety of companies to develop and deliver their programmes.

Consulting Director, Customer Experience

John is a Customer Experience Transformation expert, with over 10+ years’ experience focusing on how you can orientate your organisation around the customer and drive targeted change initiatives across channels focused on the customer. Areas of expertise include; Customer Experience measurement, Customer Transformation Design, Customer Experience design, Customer and Channel segmentation In the last year, John has led programmes helping clients develop their customer experience approaches across channels, products and customer propositions – with exposure to Executive and Board level executives.

Commercial Director, Customer Experience

Jamie has extensive experience designing, implementing and servicing CX programmes. He blends his actionable and pragmatic approach with his customer and employee performance improvement expertise to deliver results. Kantar TNS is a recognised leader in the provision of full service CX programmes. With a unique focus on navigating and activating the moments that matter and avoiding those that don’t they are adept at driving effect implementation, engagement, adoption and activation with a monetised approach that drives business growth.

Company Director

Olga has over 15 years experience working with businesses like Asda, Hallmark, EasyJet and Bourne Leisure, leading the delivery of customer focussed change programmes, where customer experience is key. She now has her own consultancy company specialising in guiding businesses through strategic change - interpreting their vision into structured delivery plans that gets results.

Manager, Customer Operations

Mastercard operate the world’s fastest payments processing network - connecting consumers, financial institutions, merchants, governments and businesses around the world. Based in Harrogate, North Yorkshire, Russ , Manager, Customer Operations leads and drives the performance of the Contact Centre Team who provide customer service to the payments industry in the UK, Asia and the U.S. Russ has over 10 years’ experience in contact centre’s for the financial industry with previous experience in the telecommunications sector.

CEO and Business Author

Stephen is an international leader, strategist and speaker on the design and creation of adaptive enterprises. He has a world-class reputation for passionate leadership and organisational transformation by changing the way employees, managers and leaders think about their customers. He is the author of Sense and Respond: The Journey to Customer Purpose written as a follow-up to his award-winning transformations. His work featured in the Harvard Business Review and received the ‘Best Customer Service Strategy’ award at the National Business Awards.

Head of Customer Excellence

Laura is a customer enthusiast, and she has used her infectious passion for creating great experiences to build strong customer-centric cultures within FMCG & Hospitality businesses over the past 10 years. Working within Customer Service, Experience & Marketing roles, she has helped brands better understand their customers, identified priorities for improvement and implemented change. Having contributed to the success of Green & Black’s, Gü Puds and PizzaExpress, she is now leading the charge on customer experience transformation at KFC.

Owner

Dean is a member of Forbes Coaches Council, has recently been named as one of the ‘Top 100 Globally’ in his field, and has been practicing high-end executive coaching with individuals, teams and Boards for 17 years. He is a published author and regular columnist for business press and entrepreneurial publications. Dean undertakes speaking engagements and acts as a consultant to a select group of companies in the arena of customer excellence – demonstrating an acute awareness of best practice.

Senior Manager – Customer Experience & Insight

Iain has extensive experience as a CX leader within financial services. At Aegon, Iain has built and developed an award winning Customer Experience & Insight team to deliver significant improvements in cross channel NPS and customer culture. In addition to NPS, Iain has introduced innovative CX concepts to Aegon including a new CX lab and CX Academy. Prior to joining Aegon, Iain managed large scale insight studies at Royal Bank of Scotland including csat, NPS and mystery shopping.

CSO / Strategy Director, Global

Simon approaches CX from a business strategy, brand, insight, communications and financial perspective. His consultancy 3RM is engaged by clients and agencies for its customer value accelerator for global brands and using customer value to prioritise CX transformation strategy and delivery, to accelerate growth. Simon has added over £½ billion in profit and shareholder value to at least 3 separate organisations. Past clients have included Radisson EMEA, Vodafone, Virgin Media, BBC, Co-op Bank, Stagecoach, Cunard, P&O Cruises, QANTAS, PepsiCo Walkers.

Managing Director, Customer Management Resourcing (CMR)

Paul is the Founder & Managing Director of CMR, a boutique recruitment agency which specialises in mid-executive level roles in Customer Management that offer permanent and interim contract solutions – they are leaders of talent acquisition in AI, Contact Centres & CX, which includes Customer Operations/Contact Centres, Robotic Process Automation (RPA), Customer Experience (CX) & Insight, BPO, Change & Transformation. He has 20 years’ experience working in the Customer Management sector. He has direct and extensive experience of recruiting into contact centres, working in contact centres and managing contact centres. Over the last 15 years he has grown an invaluable network in Senior Customer Management Professionals and more latterly growing the CMR brand, striving to be most successful talent solutions business in this sector

Board Director - Customer Experience, Services & Support

Brian has been a Board Director at Samsung since January 2009, responsible for every aspect of Customer Experience and After Sales Support for all products and services in the Samsung portfolio. Through his team he manages Consumer & Business client support for UK & Ireland through Contact Centres in Leeds, Cluj and Manila. He also oversees the Samsung nationwide network of retail based customer experience Support Centres and further engineer service delivery through a network of 150 Regional and National Service Companies. Brian started his working life as a qualified technology design draughtsman before moving to Canon. In 2001 he was appointed Canon UK Service Director and then moved to Head of European Services for Canon in 2005.

Business Solution Lead

Nik has been a customer experience professional for over 15 years. His particular focus is telco, where he has worked in retail, wholesale and network operator organisations, covering B2C, B2B and B2B2C, defining, designing and delivering transformational CX initiatives. Now working for Oracle in the CX apps area, he is bringing his passion for solutions and CX to a variety of tier 1 telcos across Europe.

Development Director

Sarah is a pro-active and perceptive Voice of the Customer professional. Combining a visionary approach with industry best practice, client-side experience and keen commercial sense, she has a consistent track record for delivering impactful programmes and ROI for high-profile Maru/edr clients.

Claims Customer Journeys Manager

A 17 year career at Direct Line Group, including roles in the Contact Centre, Lean Transformation and Customer Experience has provided Neil with a passion for making things easy for customers. An advocate of an End-To-End approach, his current role encompasses several market leading brands and a variety of products. Responsible for Customer Journeys in the Claims area of the group, Neil and his team work to optimise sometimes complex journeys, ensuring customers receive help at their time of need.

Senior Director –Digital

Abhishek Verma is Senior Director & Digital Evangelist, for Infosys leading their European & US region. He regularly advises Global CxOs & Chief Digital Officers, of Fortune 500 companies, on large scale Digital Transformation programs. A Harvard Business School alumnus, he is a Cognitive Automation & AI industry expert, with 23yr of cutting edge experience in Technology & Digital industry, and has Consumer Experience Cx- in Digital Age, as his prime area of research & interest.

Retail Solutions Director

Often described as a ‘creative & strategic thinker’ James Geller has nearly 30 of experience in the retail industry. He has spent the last 15 years as a Senior Director and has a strong track record of delivering business growth, transformational change and commercial success. He has helped to transforms businesses such as Habitat where he was the Customer Experience & Retail Director. Now at Oracle where he leads on CX Solutions for retailers.

Managing Director, Customer Experience

Tim leads the CX practice at Kantar TNS UK, working with leading brands from a variety of sectors to define, track and activate their CX strategies. He identifies the moments that matter most to customers, establishing priorities for improvement action to drive customer engagement and deliver ROI. His expertise transcends NPS/Csat measurement programmes, advanced analytics (linking survey/social data to behavioural/CRM data), best-of-breed VoC platforms (Medallia and Qualtrics) and activation services to help clients embed CX.

Training Director

Marie is a customer service extremist, with almost 40 years’ experience - passionate about developing the talent of frontline teams and leaders, in order to enhance the customer experience, build brand loyalty and develop employee engagement. An award-winning customer service trainer and entrepreneur, Marie’s expertise and infectious enthusiasm stimulates and educates everyone she works with. Her overall aim is to add real, measurable value to both the individual and the organisation, recognising people as the vital ingredient in the recipe for success.

Head of Customer Intelligence Solutions UKI

Tiffany has spent over 20 years helping organisations transform customer experience across their sales, service and marketing operations. In her current role at SAS, she guides organisations on the application of advanced analytics and artificial intelligence to harness customer insights and deliver relevant one-to-one experiences. Tiffany is also co-founder of Griswold Studios, a boutique fitness concept delivering personalised fitness programmes powered by data and analytics.

Head of User Operations

Amar is the Head of User Operations at Blockchain, the first and most trusted global cryptocurrency company. He has over 15 years' of customer service experience across industries including retail, financial services, and utilities. Through his time with customer centric organisations like Amazon and Which? Amar has built and led innovative, award-winning teams. Alongside his crew at Blockchain, he is currently working on rebuilding the future of finance with a relentless focus on educating and empowering users.

Business Psychologist

Sara is the ultimate people person. An award-winning people director, qualified business psychologist and executive coach. Sara applies psychology in combination with her industry experience and expertise to help individuals, teams and organisations get the best from themselves and each other. A regular conference speaker and industry contributor, Sara has consolidated her reputation as a respected thought-leader and HR disruptor. She splits her time between London and the North West, and can normally be found on Twitter, tweeting as @SaraJDux.

CEO

Donna O’Toole is an experienced awards expert who has helped hundreds of household brands, businesses, and leaders to grow their profile through winning prestigious industry awards. As founder of ‘August’ a unique recognition agency that helps business leaders and their companies to raise their profile, Donna has proved her expertise through an outstanding success rate in The Queen’s Awards for Enterprise competition. Donna has now launched a unique digital training platform designed specifically to help small businesses, comms teams, and entrepreneurs to win the awards they enter.

Ian is an internationally renowned leader in customer experience. Speaker, blogger, consultant, adviser and featured columnist and now also non-executive editor of CXM.co.uk in his role as Chairman of the Awards Ian will assist us to ensure the CXA has a clearly articulated role in relation to promoting CX best practice. Ian will also be an advocate for the UK Customer Experience Awards. A highly influential freelance Customer Experience consultant, Ian advises leading companies on Customer Experience strategy, measurement, improvement and employee advocacy techniques and solutions. He has worked across multiple industries including retail, financial services, logistics, telecoms and pharmaceuticals and has deployed Customer Experience tools and methodologies all over the world.

Senior Manager - Customer Experience Activation

Rollo is a Customer Experience expert with over 10 years industry and consulting experience. Bringing cross-industry expertise in the definition and measurement of CX and customer strategy development, Rollo helps organisations to truly embed CX within their culture. Working across the organisation from leadership through to the frontline, Rollo has helped companies create experiences that wow customers and allow their company to grow.

Managing Director

Marcus conducts Customer Experience-based Mystery Shopper programs, Customer Satisfaction Survey programs and Focus Group discussions to inspire & improve Client service delivery across all touchpoints to help people & organizations to make their Customers’ lives better. In training sessions, Marcus gets people inspired, motivated & skilled to improve their performance while sharing real-world experience gained working with organizations around the globe. Since 2017 he is Associate Faculty Member of the Othman Yeop Abdullah Graduate School of Business in Malaysia.

CEO

Ivan worked at IG for 15 years, leading the IT development department in building market leading trading platforms. In his time with the company, he helped to transform IG from a predominantly phone-based business into a global market leader in CFDs and spread betting. And also established IG as a provider of customer centric trading platforms by catering for a range of customers including high net worth clients, during his time there the company’s market cap rose from £255m to £3bn. At IG, he was a member of the Senior Leadership Team and managed teams in London, Krakow, Minsk and Bangalore. Ivan is an investor and advisor to PensionBee, an award-winning fintech startup based in London. Education • BEng in Computer Systems Engineering – UMIST • MSc in Advanced Computer Systems – University of Edinburgh

Business Development Director

Neil is Business Development Director at Beehive Research and has worked in the research industry for 30 years. During that time, he has worked across CX, VoC, CEM, Employee Engagement, continuous EPoS data solutions, SaaS and Mystery Shopping. He has worked with many client companies helping to hone their requirements and develop solutions with them to meet their needs by designing practical programmes, collecting rich feedback and delivering actionable insight into their businesses. Neil now works with Beehive who provide truly bespoke and customised research solutions that enable their clients to engage with customers, prospects, stakeholders or employees. Beehive help global businesses understand the customer experience and drivers of customer satisfaction and listen to the 'voice of the customer' to understand and serve their customers better. Neil is a strong advocate of new technologies in research and helping clients achieve customer centricity.

Research Director

Elke is Research Director at Beehive Research and has worked on CX programmes for 20+ years – both client and agency side. During that time, she has worked with companies designing practical CX programmes, collecting rich feedback and delivering results in formats suitable to feed into business strategy. While coming from a research background, Elke recognises the need to help companies move from being ‘siloed’ to having a customer-centric culture where everyone knows their role in providing a positive customer experience.

Managing Director | Head of Training and Development

Bringing over two decades of experience in the Training and Teaching industry, Kiechelle Degale is known for her unique brand of passion, energy and enthusiasm. Having worked extensively in the Public and Private Sector creating and delivering high quality training packages including Customer Service training, she also delivers accredited courses through her teaching in Adult Education. Her depth of knowledge and her ferocious appetite for learning and development ensures she brings exceptional value to her Executive Coaching practice. Kiechelle’s skill set extends to upskilling Managers, Business Leaders, Community groups and individuals with a focus on practitioners in Education.

Head of Customer Experience

My background is to lead organisations to be #customerfirst. As Head of Customer Experience at ArrowXL we are making home delivery better by building a business that supports the way we live today. One that gives customers what they want in terms of choice, convenience and certainty. I’ve spent 18 years championing the customer including customer journey design, handling small sized/ large contact centres and leading cultural transformation on how companies think of customer experience across industries.

Head of Customer Support, UK & Eire

Sharif-Paul has 18 years of experience in Customer Support and Outsourcing. This gained across numerous senior roles leading operations at one of the main industry outsource providers and furthermore within his current 5 year tenure at Samsung Electronics. He has worked with a number of leading brands, onshore and offshore, across numerous verticals including Travel, Banking, Gaming, Retail and Consumer Electronics. With a passion for innovation he is constantly focussed on evolving opportunities to enhance and deliver world class customer experiences.

Corporate Contact Centre Manager

Carole is a creative, positive and passionate customer service manager focused on delivering a world class customer engagement. Extensive experience in customer service across the automotive and banking sectors covering the end to end customer journey, cross function integration programmes and internal brand engagement. Adept at building strong working relationships with a ‘One Team’ approach ensuring everyone knows how they contribute. Carole brings personality and positivity in all situations and believes people are the only differentiator in today’s market.

Head of Culture and Development

Antony’s career has been in customer service, both operational and Learning and Development at companies such as Thomson Holidays/ TUI, Warner Leisure Hotels and Haven Holidays, where he created a new culture-led development programme, helping the company to achieve being a leader in training: Sunday Times Best Big Companies to work for and winning various awards. He now leads culture, L and D at brighterkind, a group of innovative private care homes, making their positive mark in a challenging industry.

Managing Director

Merje Shaw started her career at Skype and went on to work for some of London’s leading digital agencies, working on large-scale digital transformation projects for clients such as BT and the Department for Work and Pensions. Using her background in successful start-ups and consulting experience for large corporations, Merje founded Path59 in 2012. The innovation and customer experience consultancy helps bring start-up level disruption and agility to traditional industries. Current clients range from FTSE100s to housing associations and charities.

Associate Director, Digital Proposition

Having worked in Financial Services for over 10 years, I’ve always been most passionate about understanding and delivering exceptional customer experiences. Working with the team across our Insurance Distribution and Outsourcing division, I’m now focussed on delivery of new and exciting propositions, leveraging the best talent and technology to benefit our partners and customers.

Head of Client Insights

Shaendel is an experienced senior level leader, with a career spanning both agency and client side. In the early days of her career, working agency side, she developed a passion for research and insight, primarily focusing on helping brands develop their strategy and communications across both B2C and B2B. In the past 10 years, her roles have been predominantly client side, helping brands such as the Post Office, Dixons and EasyJet develop their customer experience strategy, helping them to better understand their customers, and identifying areas for innovation and improvements. In her current role at Grant Thornton, Shaendel is designing and implementing an innovative client and people experience platform which will drive change and growth for the firm, as well as create an even better place for people to work.

Interim Strategic Customer Services and Experience Director

A seasoned Customer Services and Experience Director and Consultant , Vanessa brings 25 years’ worth of successful Business improvement and Customer experience strategy to the judging panel. A past winner of the European Contact Centre of the Year award, she’s collected a number of other gongs over the years so has first-hand experience of ‘the shoe being on the other foot’. She’s passionate about organisational customer-centric strategies that are inspirational and inclusive and is considered a true customer service evangelist.

Managing Director

Simon is Managing Director of Customer Consulting Ltd, a Customer Management Consultancy based in Bath, UK. Simon is a Customer Management expert and qualified Change Agent (MSc CASS) who has specific experience in sales, customer service, marketing, and change management. He is a highly accomplished Leader with over 30 years’ management and consultancy experience, and a strong and successful track record in achieving results. He has led the planning and delivery of high profile projects and business change programmes.

Client Services Director

Sally is Managing Director of Customer Consulting Ltd, a Customer Management Consultancy based in Bath, UK. Sally is an Executive Board Director with 30 years’ experience of customer management, operational leadership and organisational change. Sally has a breadth of experience in developing, leading and implementing business strategies and plans, and a proven track record in establishing and leading businesses through to growth within defined financial parameters.

Vice President, Business Development

I’ve worked for 13 years in the world of Customer Experience, at every level from Agent to Board member, so have the ability to understand the agent, customer and brand experience in every aspect of an interaction. I help the world’s leading brands to become customer-centric, therefore driving loyalty, advocacy and revenue through first-class omni-channel customer experiences. Working across a number of sectors I have helped clients to create solutions in the UK and offshore to leverage Teleperformance’s full suite of proprietary processes, and our world-class people.

Client Lead

Capita is the largest business process outsourcing and professional services company in the UK, and has clients in central and local government and the private sector. We focus on unlocking value by designing and delivering services which can solve challenges and enhance services for our clients and their end customers. Capita is one of the most advanced software and service providers in the customer experience market today. Our spirit of innovation makes us a future-proof platform to our customers, and to maintaining our leadership in the customer experience market. Basia is a senior consultant with a passion for great customer service. Most interactions into a business come into the contact centre, the heart of the business operation, my professional aim is to help businesses transition from good to exceptional.

Director of Experience

Emdad has been designing customer experiences for over a decade in various industries ranging from gaming to telecommunications, chemical to retail in the UK and abroad. Emdad has worked with major brands including Vodafone, Tesco, BT, Rolls Royce and Selfridges. With a background in Product Design and having also worked in retail stores and call centres gives Emdad the ability to understand the holistic customer experience

Product and Customer Experience Management

Robert has held a wide range of senior positions within the gambling industry for over 20 years. Many of those years were spent working with the most widely acknowledged, innovative and customer centric brand of the day.

 Now located in Montenegro, Robert brings his wealth of experience and Customer Experience passion to The Forex Club, a market leading online Financial Broker.

Customer Service Manager

Having worked within a Customer Service environment for the last 12 years from Household Insurance to my current role with ProCook in Retail, although two very different industries my experience tells me that it is the people who deal with our customers every day that truly make the difference to a business. Strong focus on the Customer end to end journey is key when managing Customers Experience. Effective training and coaching are a must when building a Brand to be proud of.

Director of Business Banking

Chris leads a team of business bankers who look after 2000 SME businesses for Natwest Bank across the East of England. Chris has worked in banking for 10 years as a Director, a Senior Lending Manager and as a Relationship Manager for owner-managed businesses. He has a strong financial and analytical background coupled with a track record of building excellent customer and employee engagement which has driven successful performance across a range of teams.

CX Strategist

With almost 20 years of experience of developing marketing and customer experience strategies for firms in finance, leisure, transport and manufacturing, Jodine now heads up her own specialist CX agency. CX Marketing works with fore-running brands, such as Nissan, to understand audience needs, remove decision inertia and improve front and back end processes for outstanding customer and employee experiences. A personal passion for consumer behaviour and user-centred design is instilled in every project.

Programme Director Digital Customer Experience

Sara is a Programme Director at Liberty Global an international Telecommunications and Entertainment organisation and the parent company of Virgin Media. Sara has over 25 years’ experience of developing & implementing transformation strategies and leading business change. As a customer experience professional, Sara has worked across a variety of businesses within both public and private sectors. Sara is currently responsible for leading the ‘agile’ delivery of the Global Programme portfolio for digital customer journeys, creating a ‘best in class’ customer experience.

Senior Customer Director

Emma is Senior Customer Director within Oracle’s Cloud Transformation Team, advising and supporting customers through their own CX design, transformation and journey to cloud. With an infectious passion for people and customers and a former CX director and industry recognised Customer Experience lead, Emma was named as one of the UK’s top 100 influencers. She brings a wealth of strategic and hands-on experience in both design, operational leadership, design and implementation of award winning solutions, customer centric best practice, technical solutions, adoption and employee engagement

Global Head of CRM, CX & Voice of Customer Program

Stefan is a Senior Operations & Marketing professional with multi-cultural, international experience, developing business-aligned Marketing strategies and initiatives to support organisation’s goals and success. In his last role in RCI Financial Services UK and the current global position he holds in its parent company, RCI Bank and Services in Paris, France, Stefan works across the organisation from leadership through to the frontline, helping the company to build faster a customer-led strategy by establishing new working practices and culture while still maintaining a down to earth human approach. He is passionate about all things customer experience, technology and change.

Project Coordinator

A project coordinator for Brighton’s Boost Awards Agency, Francesca helps manage award entries for a diverse portfolio of business clients. A keen advocate for revolutionising customer experience; she is passionate about new ideas and is always on the look-out for front-runners and innovators in the field. Her skills lie with process, marketing and communications. Previous to Boost Francesca worked in the retail sector for nearly 10 years helping brands like Office and Headmasters to re-think their approach to end-user satisfaction.

Customer Experience and CRM Manager

Gabriela is Customer Experience and CRM Manager at WorldRemit – one of the fastest growing tech companies in Europe. In her role, Gabriela sets the Marketing teams’ vision for user experience for customers in over 200 countries across the globe. Gabriela is a talented customer experience professional with over 12 years of experience working across a number of industries - from HealthCare to FinTech. Gabriela focuses on using agile management to deliver her vision of creating engaging customer and user experience. She has lead and delivered complex projects and innovations to improve Customer Experience and drive Customer Centricity. Gabriela holds a MBA, is a Certified Customer Experience Professional and a Certified Scrum Master.

Customer Services Director

Stephen has been Customer Services Director for RPC BPI Recycled Products for the last 10 years and brings to the role significant experience in Customer Relationship Management, Business Planning, Coaching and People Management

The Company is one of Europe’s leading plastic recyclers, holding market leading positions in the supply of sustainable solutions to the waste management and construction sectors

Recognised as an Innovator and a technical leader, the business has built its reputation on delivering best in class customer service

Director and Author

Nick Hague is a founder of B2B International. After graduating in geology from Manchester University, Nick formed B2B International 20 years ago. Over the last two decades Nick has made his name as an expert in customer experience market research helping some of the largest global b2b companies to measure and implement their CX strategies. He is chairman of B2B International, has co-authored the bestselling book on market research - Market Research In Practice and his most recent publication is ‘B2B Customer Experience – A Practical Guide To Delivering Exceptional CX’.

Head Of Customer Experience

Beth has spearheaded the strategic direction of Arnold Clark’s internal Customer Experience initiative to engage over 11,500 employees and change the culture in over 200 retail outlets, giving her extensive knowledge and experience in a customer centric role. Together with her team she forge’s relationships across the network, bringing together ideas to enhance the customer journey by developing internal processes and improving business efficiency.

Beth is proud to be a Female Mentor encouraging and supporting more females to work within the motor industry.

Senior Manager, Customer & Digital

Lisa is a Customer & Digital leader with management consultancy Baringa Partners. She has 15+ years of experience working with major retail service organisations (predominantly energy, water and banking) in Australia and the UK, across the end to end customer life-cycle from sales, acquisition & marketing; customer service & operations; products & propositions; and credit & collections.

Lisa's particular interest and experience is in customer strategy, service design, operations, operating model design, channel optimisation, complaints management, sales and marketing.

Relationship Manager

As a Relationship Manager for NatWest I manage a portfolio of circa 200 Business Banking customers in the SME market. I am responsible for meeting my client’s day-to-day banking needs as well as their more complex lending requirements, ensuring that I manage the relationship between client and Bank as best suits each individual customer and situation. I am fortunate to work with a wealth of different individuals and businesses providing me with a finger on the pulse of the economy.

Head of Consumer Care

An Operations & Transformation leader (Digital, Sales & Service). Currently hold the position of Head of Consumer Customer Operations at Vodafone UK. Responsible for setting the consumer customer, contact, estate and contact strategy as well as leadership of 6,100 people in the Consumer Care contact centre estate covering Telephone, Social Media, Customer Relations, Web Chat, Message-Us & Back Office Operations (in-house, outsourced & offshore). Antonio also leads the Vodafone UK contact transformation, shifting customer contact to digital channels.

Director of Customer Operations

With over 20 years’ experience in shaping, transforming and managing customer service teams Paul has always put the customer at the heart of an organisation. Two decades of experience built up in both the public and private sector mean Paul has a unique perspective on customer issues, journeys and resolution. With ten years of his career heading up the customer service functions in some of the UK’s leading energy providers; Paul is shaping Haven Power’s strategy for delivering exceptional customer service. By working with cross-functional teams to execute this plan efficiently and effectively, he’s embedding a cultural change - moving Haven Power from transactional customer relationships to a partnership approach that always puts the customer first.

Founder

With nearly 20 years experience in the residential property sector, Marion’s career has grown from front-line administrative roles to director of one of the country’s largest property firms providing residential survey and valuation advice. Specialising in complaints and claims, along the way she is qualified as both chartered surveyor with the RICS and customer experience professional with the CXPA.

As the Founder of InspiringCX, Marion now advises leading property companies, SME’s, education and training establishments and consumer bodies on customer experience strategy. She is committed to changing the way we buy and sell houses in the UK for the benefit of the consumer.

Customer Relations & Operations Director

With over 13 years in the Customer Service industry, I consider myself a Customer Experience passionate professional with a proven track of success cases built across my career where I have had the chance to work in different roles, which have given me the capacity to design, live and develop business transformations towards Customer satisfaction. In the last 2 years highly focused on leading the strategy and service definition for our rapidly growing UK Customers base.

Director

Jenn career in the Service Industry has spanned Hospitality & Leisure, Education and Online Travel in both operational and commercial roles.

Jenn is the co-founder of Strive Hospitality, supporting organisations with consultancy, workshops, training and facilitation. With a focus on delivering results through people, Jenns primary focus is on developing commercial excellence through a combination of training & team engagement with customer experience at the heart.

Roles and contracts include organisations such as IHG, Choice Hotels, National Trust, House of Commons, Bourne Leisure, Champneys.

Customer Services Director – Home and Business

Appointed as customer services director in August 2015, following leading the metering and smart programme.

In 12 years at npower, Chris is a champion of the customer; driving the turnaround of customer service and financial performance levels using data analytics and insight to make both decisive and strategic decisions.

Experienced in the energy market leading large customer service, business change, billing and metering operations onshore and offshore compromising of over 7000 FTE worldwide operating various management disciplines over his career.

Client Services Director

Anne has over 11 years’ experience in Customer Experience Management and is passionate about all things customer. She works with clients to design and execute programmes that capture the voice of the customer at the key touchpoints along the customer journey. In a previous role Anne headed up a learning and development division for a major brand and is a qualified coach. She brings her understanding of the importance of employee engagement to ensure programmes are bought into and communicated across organisations. By using the insights from the results she advises clients on actions that will drive improvement in the customer experience and deliver an ROI for the business.

Head of Customer Experience

Catherine joined Hitachi Capital as the Head of Customer Experience in August 2018 where she is responsible for the end to end operational customer experience and customer insights programme. Prior to that she was the Director of Customer Experience at Hermes and led the Customer Service, Customer Experience and Loss Prevention teams and also a business wide CX transformation programme to put the customer at the heart of the organisation through cultural, operational and digital change.

Business Development Director

Nikos is currently leading One Appy, an all-in-one app helping businesses enhance customer experience and promote their products and services. He is also leading IN-SITE, an efficient management solution for field activities and tasks.

Carrying extended management, consulting & training experience, Nikos adds value throughout operational performance improvements and implementation of change management initiatives to deliver seamless customer experience across channels. He is also seizing local & international business development opportunities, through networking and effective management of decision makers’ relationships.

Chief Executive

Following senior leadership roles at Consumer Profile Research, AC Nielsen and Schlackman’s, Susan founded Phoenix MRC in 1994 as an insight consultancy with a focus on high quality, fit-for-purpose research, consultancy and mystery shopping to deliver organizational change and development of customer experience, brand positioning and new proposition development. She ensures that senior stakeholders have the insight they need to fuel their customer strategy and deliver business growth. Susan holds a doctorate in Experimental Psychology from Oxford University, is non-executive director on the boards of two charities and is a CMRS. Phoenix MRC is a founder member of ISO20252 and an MRS Company Partner. 

Account Director

Samantha is a market research professional with 20 years of experience across qualitative and quantitative approaches to deliver insight that solves challenges related to CX and customer strategy. She is particularly adept at project design, research techniques and applying relevant technologies to deliver compelling insights. Her work spans brand, customer experience and innovation for B2B and B2C organisations with experience across many sectors including financial services, FMCG, healthcare, charities and NGOs. Samantha holds an honours degree in Computing with Psychological Studies from the Open University. Phoenix MRC is a founder MRS Company Partner.

Director

Jo advises on customer experience innovation, and supports customer experience leaders with coaching development. She focuses particularly on helping organisations harness customer data, insight and technology to drive customer experience improvements, whilst driving the cultural change needed to unlock value for themselves and their customers.

Jo previously enjoyed a career with British Airways spanning 27 years, where she was the driving force behind the airline’s ‘Know Me’ initiative, a successful transformation programme that embedded personalisation into the customer experience and service strategy.

Managing Director

Joanna is a creative strategist, people person & results driven transformation leader having gained extensive experience in several senior roles across different industry verticals she has successfully led many international technology and business transformation programs and large operational teams resulting in optimisation for both growth and consolidation, leading edge technical deployments and organisational transformation in both contact centres and commercial business operations.

Successful programs include global deployment and efficiency programs enabled by Contact Centre & CRM technology and conception & engagement through to front end delivery of key strategic plans to enable transformation in Technology, Target Operating Model, Operations & Customer Experience including the set up and integration of some of the founding customer experience teams within the travel industry.

Director of PMO, Professional Services

Rachel Adlard leads the Programme Management Office for the Zebra Technologies’ Professional Services Business Unit. Rachel’s team is responsible for launching new service offerings as well as defining the methodologies and tools for delivering successful customer projects across the globe.

Rachel has worked in the Technology and Telecoms Sector for the duration of her career and has held a diverse set of leadership positions including roles in product quality, software development, new product deployment, customer advocacy and programme management.

Group Co-Director of People and Culture

Helen joined property services company, SDL Group in September 2017 as Group Co-Director of People and Culture after having spent 10 years setting up CSR programmes for leading companies such as Egg (UK’s first online bank) and Prudential.

While Helen was at Prudential, the company’s CSR efforts were recognised externally with BITC’s Community Mark, for excellence in Community Investment. The recognition did not stop there, as Helen was personally presented with the Business in the Community Game Changer Award for her impact in CSR over the last 10 years.

Helen was in prime position to recognise how to galvanise and engage people to deliver great results within organisations, as she previously spent 13 years in branch banking for Midland Bank (now HSBC) and undertook many different management roles including Area Training Manager and Branch Manager. She then went on to head up the credit card call centre for Egg, which led to her extending her leadership skills into the CSR world.

Customer Success Director

Andrew MacDonald is the Customer Success Director at Harri; a next-generation workforce-operating system helping hospitality companies better hire and manage their teams. Andrew has been in Customer Experience for over 20 years focusing specifically on the grocery FMCG and Hospitality industries. Having worked across several markets (Kenya, South Africa, Germany, France, Spain, Benelux, Italy and the UK), Andrew brings a global perspective to the topic of Customer Experience.

CEO

Simon is the CEO of ViewPoint, a leader in Customer Experience measurement, with the mission: ‘We help our customers know their customers better’. His passion for customer service excellence has been a constant throughout his career, with senior roles in retail, corporate finance, automotive and telecoms.

He is also a speaker and frequent Customer Experience blogger.

Simon lives with his family in Leicestershire, UK and enjoys running, cycling and charity work.

www.crtviewpoint.com

General Manager

Dan Steinman is the General Manager of Gainsight EMEA, and is based out of London, UK. He leads Gainsight's growth initiatives from the company’s regional headquarters located in London and helps Gainsight's European customers successfully understand and adopt Customer Success technology. Previously, Dan held the position of Chief Customer Officer, where his ultimate responsibility was the satisfaction and success of Gainsight's customer base.

Dan's career includes being a very early employee at Epiphany, Co-Founder at NearbyNow, and VP of Customer Success at both Mozes and Marketo before joining Gainsight. Dan is a recognised expert and thought leader in the Customer Success field and brings that thought leadership into execution at Gainsight both with the Customer Success organisation and with our products. Dan recently co-authored the best-selling book Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue.

Customer Experience Director

Andrea has more than 20 years of experience in the construction industry and, with an early career as an engineer, has a deep understanding of the challenges facing both our teams, and the customers and communities that will be impacted by major projects. She now focusses on ensuring excellence in customer experience, and has a passion for improving standards of safety and performance.

Head of Customer Strategy and Insights

I have 20 years working in a customer facing and client service environments specialising in financial services, insurance and environmental services industry. As Head of Customer Strategy and Insights, I have a great understanding around customer needs and wants across a mix of channels. I am extremely passionate about the delivery of excellent customer service and making a difference to the way customers engage with our brand.

Global Customer Self Service Transformation Director

David is the global Customer Self Service Transformation Director for Thomson Reuters Financial & Risk Business, and has over 15 years experience leading global teams to ideate, design, deliver and drive CX transformation by exponentially growing and transforming digital channels, capabilities and KPIs to meet the increasing demand and expectation of customers to discover, evaluate and manage their products and relationship with Thomson Reuters, online.

Customer Experience Lead

Dr Philip Bonhard is a Customer Experience Lead at Lloyds Banking Group, currently focusing on the customer experience in digital authentication. He has worked in academia, big consulting firms firms, banks and run his own design agency. He holds a PhD in Human Computer Interaction from University College London. Most importantly he's passionate about designing products / services that make people's lives better. Other than that he likes to build stuff for his two daughters and tinker with his raspberry pie / arduino boards with the occasional Lego thrown in. He strongly believes that building stuff is more important than describing it.

Voice of the Customer Analysis Manager

Michael is an action oriented customer led professional with a passion for insight. With 14 years of experience he has led multiple customer research programmes (tracker and ad-hoc) and delivered actionable insights at all levels. More recently Michael has taken the lead on customer experience improvement programmes and initiatives to initiate and drive customer led outcomes.

Head of Experience

Joe has over 14 years’ experience of Customer Experience leadership and development. A talent lead and people strategist who believes in the power of culture and the impact that employee engagement and development has on organizational success. He worked for an elite lifestyle management business for 8 years developing and building teams and new offices worldwide. Then spent 3 years consulting to fast growth businesses before becoming part of the founding leadership team of Learn Amp, the global no.1 Learning & Engagement platform for 2018.

Hotel Services Director

Nicola has over 20 years’ experience in customer service roles in the Hospitality and Healthcare sectors. She is passionate about delivering exceptional customer experiences through collaborative working to identify areas for improvement and innovation. An accredited World Host Customer Service trainer she works with teams to develop existing skills and empower individuals to create memorable interactions with their customers.

General Manager – Customer Relationship Management

Deborah is the General Manager for Customer Relationship Management at Alphabet (GB) Limited. Alphabet is the award-winning business mobility and leasing division of the BMW Group, responsible for the management of over 680,000 vehicles in 24 countries worldwide. She is responsible for account management and service delivery for UK & International Corporate & Public Sector customers, as well as overall customer relationship development at Alphabet. Deborah joined the company in 2015 from a career in the telecoms industry and her teams have won numerous customer service awards over the past two years, as well as playing a pivotal role in Alphabet gaining recognition as ‘Leasing Company of the Year’ in the industry ‘oscars’ in 2018. She enjoys over 15 years of experience in customer-focused leadership roles and has a passion for service innovation and developing successful teams.

Head of Business Development

Jessica is Head of Business Development at Yopa Property, a challenger brand within the UK estate agency sector. Jessica has held various Customer Service, Customer Experience & Business Development roles within the property industry, fulfilling her desire to help customers through playing a part in one of the biggest events of their lives. Born with a cleft palate Jessica honed her listening and awareness skills early, and is now an extremely tenacious individual who excels at managing growth & customer centric change.

Director

A transformation and change consultant with valuable experience leading challenging and high profile change initiatives across large blue chip contact centre organisations in the UK and Europe. Neil has worked in many different industries with many different challenges. A strategically driven individual with a keen attention to detail when managing operations, financial performance, business development and achieving organisational objectives, giving him a clear understanding of how all the disciplines connect to achieve results.

Associate Director, Marketing and Customer Experience

Jessica is Associate Director, Marketing and Customer Experience at BGL Group, with over 10 years’ experience in Marketing, Communications and Customer Experience within a number of industries including Financial Services and Travel. Currently working within the BGL Group’s Insurance Distribution and Outsourcing division, she is passionate about the delivery of new and innovative customer initiatives that leverage the very best talent and insight.

Head Of Business Transformation

Sanjeev heads the business transformation practice for Enzen in UK, we are a global consulting firm with a vision "To make energy & water accessible, affordable and sustainable to all." Sanjeev headed business transformation at Vodafone Ireland earlier and prior to that he was Partner in Infosys Lodestone focussed on Telco, Media and Entertainment clients. Driving real business change is his passion and he has played a lead role in delivering transformational change for clients across Utilities, Telco and Media industries.

Director

Clive is a Director of Manifesto Growth Architects, a strategy consultancy. Manifesto’s ‘growth architecture’ approach realises value for clients by connecting the front end with the back office in order to build sustainable growth by creating better customer propositions and ways of delivering them. During his career, Clive has led major customer experience projects in a variety of sectors and clients including EDF Energy, Thames Water, Post Office, American Express, BT and BA.

Group Head of Customer Insights and Experience

Pamela's extensive experience has been gained from leading large VOC measurement programs to developing strategy and steering CX and cultural transformation. As Global Head of Customer Insights and Experience for Euler Hermes, the leading trade credit insurance company part of Allianz, Pamela has led the embedding of NPS, of the customer centric culture and improved the experience for customers trying to protect and grow their business. She has recently led a major global business transformation in the way young and small customers are accompanied throughout their lifecycle via added value touch point services.