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 * Overview
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 * Overview
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Register


CUSTOMER ENGAGEMENT TRANSFORMATION CONFERENCE

THE BREWERY, LONDON – WEDNESDAY 12TH JUNE 2024

Register

TRANSFORM AND EVOLVE TO KEEP PACE AND ENGAGE MORE CLOSELY WITH YOUR CUSTOMERS

500+ ATTENDEES
30+ PRESENTATIONS
ONE-DAY EVENT
ROUNDTABLE SESSIONS



LET’S BUILD BETTER EXPERIENCES FOR YOUR CUSTOMERS

Attendees at the Customer Engagement Transformation Conference will leave
feeling equipped with exclusive insights from organisations that have
transformed their strategies to meet customer demands and are reaping the
rewards of loyalty as a result.

You’ll be witness to 30 world class speakers delivering exclusive content
surrounding trending topics. With world-class case studies and networking
opportunities with industry experts, you’ll come away armed with all the tools,
techniques and insight you need to implement effective and successful long-term
customer engagement strategies.




KEY FACTS

ONE-DAY EVENT

ROUNDTABLE SESSIONS

CASE STUDY PRESENTATIONS

400+ ATTENDEES

1-2-1 MEETINGS

30+ EXCLUSIVE PRESENTATIONS


CONTENT STAGES

Main Stage
The largest stage - here you can expect transformational case studies, exclusive
fireside chats and in-depth panel discussions focusing on every aspect of
customer engagement.
Data & Insights in the Customer Journey
If your role relates to overcoming customer pain points and creating a seamless
journey at every touchpoint, then this is the stage for you.
Innovation & Technology

How do you stay ahead in a continually evolving landscape? Join this stage to
hear from those at the forefront of innovation.


WHAT TO EXPECT





TOPIC STREAMS

Customer Engagement Strategies for the Modern Customer

The 'modern customer' is more informed and empowered than ever before, and their
preferences and needs are constantly evolving. In order to stay ahead of the
curve, organisations need to rethink and reinvent their customer engagement
strategies. This stream will delve into the various ways in which organisations
are successfully adapting and transforming their customer experience strategies
to cater to the needs of the modern customer. From leveraging the latest
technologies to implementing innovative tactics, this stream will provide
valuable insights and best practices that can help organisations thrive when it
comes to their customer engagement goals.

Linking People with our Customers

As we explore new and innovative ways to delight and engage our customers, we'll
also be examining the crucial role that employee experiences play in creating a
truly exceptional customer experience. By fostering a culture of outstanding
employee experiences, we believe that you can unlock the key to your future
success. So come and join us, and let's explore the possibilities together.

Voice of the Customer

By tapping into the power of the customer's voice, you can unlock a wealth of
unparalleled 360° insights that will revolutionise the way you connect with your
customers. Join this stream to discover how to listen to your customers and gain
a deeper understanding of their needs, preferences, and pain points. With the
Voice of the Customer at your fingertips, you can make data-driven decisions
that will enhance your customer experience, increase loyalty, and drive your
business forward. Don't miss out on this opportunity to harness the power of
customer feedback and take your organisation to the next level.

The Rise of the Customer Service Design

In today's competitive business landscape, creating a positive customer
experience is more important than ever. However, many companies overlook the
critical role that Service Design plays in achieving this goal. That's where
this stream comes in - we offer a fresh perspective and a new toolset to help
you actively design experiences that not only delight your customers but also
boost profits and save costs. Our unique approach will set you apart from the
competition and position your brand as a customer-centric leader in your
industry. Don't miss out on the opportunity to transform your business with our
Service Design expertise.

Unlocking Exceptional Customer Journeys

Mapping your customer journey strategy is the key to building lasting
relationships with your customers. Delivering a seamless and personalised
experience at every customer touchpoint is crucial in today's fast-paced world,
where customers demand quick resolution times and exceptional service. This
stream will look at how delivering exceptional customer journeys can transform
customer retention and loyalty.

Personalisation of the Customer Experience

Personalisation of the Customer Experience is key to creating a lasting bond
between your organisation and your customers. By catering to the specific needs
and preferences of your customers, you can create a tailored experience that
will leave a lasting impression. This can be achieved by implementing
personalised touchpoints throughout the customer journey, from targeted
communications to customised recommendations. This stream will look at how, by
taking the time to truly understand your customers and their unique
requirements, you can create a winning strategy that will drive loyalty in the
long run.

Artificial Intelligence and Self-Service

Despite staffing concerns being a persistent issue for customer service teams,
organisations must find innovative ways to overcome these challenges. By
automating customer service, companies can reduce their reliance on humans
without compromising on customer satisfaction. Self-service options are seeing a
surge in popularity this year to help customers get answers at their
convenience.

Harnessing Technology in Customer Engagement

With the rapid expansion of the variety of channels customers can choose to use,
this stream will look at how you can enhance your technology offering whilst
also linking interactions to ensure you’re providing a personal, contextual
experience for each customer.

Innovation in Customer Engagement

What customers expect from an organisation is constantly changing, so it's
crucial that organisations continually find new ways to serve customers and
enhance their experience. Speakers in this stream will be at the forefront of
forward-thinking and explorative ideas to delight customers and transform their
experience.

Digital vs. Human - Striking the Right Balance for Customers

In today's fast-paced world, organisations have the opportunity to serve their
customers through both digital and human channels. While digital technology
offers convenience and efficiency, human interaction provides a personal touch
that cannot be replicated by machines. Striking the right balance between these
two approaches is crucial for ensuring customer satisfaction and loyalty.
Companies must leverage the benefits of both digital and human channels to
create a seamless and engaging customer experience. This stream will look at how
organisations can utilise the right mix of digital and human touchpoints to
deliver exceptional customer service.

Creating a Customer-Centric Organisation

Those organisations succeeding in today's competitive market are those that
truly understand their customers, anticipate their needs and deliver exceptional
experiences that exceed their expectations. It's about building trust, loyalty
and long-term relationships, rather than just a transaction. By utilising
insight to  focus on the needs and wants of your customers, you can create a
culture of customer obsession and differentiate yourself from the competition.
Join this stream to learn how to create an organisation that puts your customers
first.

Data & Insights

If your role relates to overcoming customer pain points and creating a seamless
journey at every touchpoint, then this is the stream for you.

2024 SPEAKERS

BEATRICE JONES

Deliveroo Senior Insights Manager
Beatrice has worked at Deliveroo as a Senior Insights Manager for just over two
years, previously holding roles at Marks and Spencer and Waitrose.
Read more

ALISON JAAP

OVO Vice President, Customer Care

Transformational leader with a strong track record of innovation and positive
disruption. Alison has spent the last 20 years transforming banks and public
bodies around the globe translating strategy into action at pace. Alison has a
talent for identifying and nurturing talent, creating bold, inclusive teams that
are able to deliver outstanding results.

Read more

DARYL DEANE-STAIG

Sky Senior Service Performance Manager
Revolutionising Customer Experience: Delivering excellence through others,
Driving performance, reducing costs, and delivering digital solutions. Senior
Service Performance Manager at Sky, with over two decades of experience and a
natural instinct for identifying areas of improvement. Neurodiverse leader with
a vision to reach the C-Suite.

As a Senior Service Performance Manager at Sky, I specialize in managing the
day-to-day performance of Sky's TV products and services to ensure the best
possible customer experience. My focus is on improving product and service
journeys from discovering and buying products, to delivery and activation, to
in-life product experience and stability, product replacement volumes, and
customer retention. I work collaboratively with multiple departments within Sky,
up to the group director level, to deliver on these goals.

With over two decades of experience in customer experience delivery and
improvement, I'm a natural leader and decision influencer. My keen eye for
detail, adaptability, and ability to communicate complex ideas simply set me
apart from others in my field. I also bring a unique perspective as a
neurodiverse individual, allowing me to take a data-driven approach to
identifying opportunities for improvement and driving continuous improvement
initiatives.
Read more

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.

Read more

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.
Read more

REBECCA BROOKS -DAW

AXA Health Senior Customer Experience Strategy Manager
For me, CX is a mindset and not a role, it’s a profession full of people people
and I am definitely a people person, I think all CX people are, and that’s the
bit I most love about my job; creating, maintaining and improving the
experiences and interactions that we (people) have with brands. The other super
important part of CX that I love, is its importance within the commercial
sustainability of a business. I’ve been lucky enough to work in a variety of
different industries over the years; chocolate, beds, planes, trains and I would
love to say automobiles but no – I am currently in insurance at AXA Health, and
it’s the same across the board, if you can deliver a consistently excellent
experience; people will buy and people will stay and that feels good. I use a
wide variety of CX techniques to drive acquisition, value and retention;
customer listening, analysis and interpretation of insight, stakeholders
engagement, customer journey mapping, embedding customer outcome metrics,
effective governance, strong business case development and encouraging customer
centricity through cultural change.
Read more

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.

Read more

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.

Read more

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.

Read more

LOUISE COX

Childrensalon Head of Customer

Louise has over 15 years’ experience in the Customer Service sector across
Private Banking and Luxury Retail/E-tail industries. Currently as Head of
Customer at Childrensalon, Louise’s passion is crafting personalised customer
experiences to focus on brand loyalty and client retention. With a stellar track
record at Harrods Personal Shopping and Coutts Private Banking, Louise has
mastered the art of curating bespoke client experiences for top-tier customers.

At Childrensalon, she has implemented customer engagement strategies that boost
customer loyalty across all segments through tailored interactions for all
customers and introduced exclusive services for the top tier customer.
Passionate about creating a human customer connection, Louise strives to set
strategies and lead teams which exceed customer expectations at every touch
point, creating lasting loyalty and trust.

Read more

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.

Read more

RHIO CORY

Ticket Tailor Head of Customer Experience

Rhio is leading the strategy that’s revolutionising customer experience at
Ticket Tailor, a cutting-edge, self-serve ticketing platform and proud B-Corp
that champions purpose over profit. Laser-focussed on building a scalable,
reactive and cutting edge customer experience across Support and Success, Rhio
and her team achieve world-class results and stellar feedback.

Gaining a wealth of CX experience in the fast-paced worlds of start-ups and
scale-ups start-ups and scale-ups, and her passion for excellence and continuous
improvement means she is always ahead of the curve, setting new standards in CX.

Read more

MATT HARRIS

Holiday Extras Group Customer Journey Lead

As the Group Customer Journey Lead with extensive expertise in customer
experience, I am dedicated to transforming how we interact with customers,
aligning with our mantra of "Less Hassle, More Holiday."

My role focuses on shaping our communications throughout customers' travel
experiences, creating defining moments that reinforce our reputation for
exceptional service. By leveraging data insights, AI technology, fostering
customer-centric teams and of course, listening to our customers to enhance both
digital and offline interactions.

A central aspect of my leadership involves instilling a customer-first mindset
across all levels of our organisation, ensuring that every team member,
regardless of their role, prioritises customer perspectives and voices. Working
closely with Tech & Product, Operations, Partnerships, Commercial, and Brand
teams, I drive our customer service efforts to be both proactive and adaptive to
changing customer needs and expectations.

My expertise includes managing multiple stakeholders, optimising digital
experiences, driving continuous improvement, and identifying opportunities for
increasing customer satisfaction, retention, and loyalty. I am focused on
driving results, and bringing multiple teams together to deliver a consistent
approach that enhances effectiveness, broadens thinking, and inspires ownership
& creativity.

Read more

JAMES DOLLING

Arriva Rail London Head of Customer Proposition

Railway professional working within sector for 10 years working on Major
Projects and Change. Currently reviewing the provision of information within
Arriva Rail London and partnering with TfL on how we can better support all need
around London both in usual running and the complexities which disruption
causes.

As a concession there are differing requirements with the wider industry piece
which is considering ‘Smarter Information, Smarter Journeys’ led by the RDG. My
role is to harmonise both objectives and deliver for London.

I have just finished a 5 year strategy has been written focusing on centralising
our data, cross channel consistency collaborating with the industry and
maximizing our colleagues. How we provide information has been a pain point for
all industries and whilst legacy systems sometimes hold back process and change
it is navigating a way to benefit London’s public.

Read more

OLLIE WILDEMAN

Big Bus Tours Customer Satisfaction Manager
Leveraging experience in management, sales, and operations to steer Customer
Satisfaction at Big Bus Tours
Read more

JOSS MURDOCH

Energy Saving Trust Customer Experience Specialist

I’ve worked my way up from frontline customer service to designing and
implementing new and improved digital services with stops along the way working
on complaint handling and minimisation, efficient multi-channel working and
digital user experience and accessibility. Currently I’m focused on helping Home
Energy Scotland and Energy Saving Trust translate their services to the digital
world. 

I’m most interested in the opportunities of WhatsApp as a customer service
channel, how to balance efficiency with effective personalisation in digital
customer service, and how best to utilise AI to level up the customer
experience. 

Read more

MARCUS HICKMAN

Davies Hickman Managing Director

Works to build business success for our clients using innovative market
research, data analysis and training.

Strong track record in business focused consultancy projects:
- Customer insights and market analysis
- Value proposition and new product development
- Thought leadership for B2B content marketing
- Customer experience management and innovation
- CX training for sales and service
- Emerging technology and digital transformation.

Uses the latest digital research and analytical tools for building, synthesizing
and visualising customer and market insight. Highly skilled in making sense of
complex markets. Leader in CX thinking and management. UC and workplace
collaboration expertise.

Cross-sector knowledge with particular interest in technology and telecoms,
financial services, housing and payments sectors.

Focused on keeping up to date with technology and global consumer trends
wherever they emerge. See @davieshickman.

Read more

JO DAVIES

Davies Hickman Global Director of Market Research

Jo and Marcus are founders of Davies Hickman Partners, set up in 2007.
Responsible for one of the longest-running tracker studies of customer contact –
The Autonomous Customer – they are market research advisers to the customer
experience and contact centre industry, that includes some of the leading
customer service associations. In 2023, Davies Hickman Partners were finalists
in the Content Marketing Institute awards for research on AI for CX. Jo is on
the BSI and ISO committee responsible for developing Contact centre, Customer
service excellence and Complaint handling standards.

Read more

BRIAN MANUSAMA

Actionary Executive Partner
Throughout my career, I have been at the forefront of delivering impact at
scale, leveraging cutting-edge technology to resolve today’s business challenges
and prepare for tomorrow’s Environmental, Social and Governance (ESG)
challenges. My passion for customer engagement, digital business, artificial
intelligence and customer experience focused leadership have been a consistent
theme in my career.
Read more

ANAND ELANGOVAN

Freshworks Lead Solution Engineer

Anand is a Lead Solution Engineer at Freshworks, a leading provider of
cloud-based customer engagement software. He has over 10 years of experience in
consulting and solution designing, with a focus on AI and automation for
customer experience.

He leads the pre-sales initiatives for the UK and Ireland region, advising
clients on how to leverage Freshworks' products and services to achieve their
business goals. He also works closely with the product and engineering teams to
provide feedback and insights from the market and customers. He is passionate
about chatbots and automation, and how they can improve customer satisfaction
and retention.

Anand is a certified AI and communication professional, having completed courses
from Coursera and CISL. He is also well-versed in agile methodologies, scrum,
and databases. He is an avid reader and a patient listener, who thrives to push
boundaries and deliver high-impact solutions. He is always eager to learn new
skills and technologies, and to share his knowledge and expertise with others.

Read more

MAX TEMPLEMAN

Freshworks Account Lead
As a Senior Account Executive at Freshworks, I specialize in transforming IT
service desk operations and driving exceptional ROI. With over 10 years of SaaS
experience, including 5 years in ITSM, I offer a unique perspective as the main
point of contact throughout the sales process. My goal is to empower clients
with innovative solutions that deliver results in today's dynamic business
landscape.
Read more

WILLIAM LYNCH

Freshworks Lead AE - Enterprise | UKI

Award-winning SaaS sales AE with over 6 years of experience. A proven track
record of overachieving in closing roles. A wealth of expertise in B2B in
Commercial and Enterprise SaaS Sales. Passionate. Positive. Persistent.
"People will forget what you said, people will forget what you did, but people
will never forget how you made them feel."
- Maya Angelou

Read more

MOLLIE HOLLAND

DevRev Customer Success & Support

Mollie leads Customer Success and Support at DevRev, a platform converging
departments around customers and products using analytics, and AI.

She joined DevRev in 2022 as one of the first Revenue team members, and helped
shape various customer-facing teams at the company. Prior to that, Mollie was VP
of Marketing at 3M Medical Business, where she shaped a decade-long legacy
across global roles, fueling growth through innovation, strategy, and business
transformation. Notably, Mollie led a business category in China propelling
exponential growth in a new category for the local market.

Mollie's versatility shines through her diverse stints as a Retail Merchandise
Buyer at Target Corp and in Account Management within the Marketing &
Advertising sector. Her academic achievements include an MBA from Carlson School
of Management and a BA in Political Science from University of
Wisconsin-Madison. Mollie's holistic expertise defines her as a dynamic force in
both strategic vision and operational excellence.

Read more

EMILY PONDER

Front Head of EMEA
I'm leading Front's go-to-market teams & strategy in EMEA, focused on new
customer acquisition and driving healthy revenue for the business.
Read more

CHRIS FORD

BHN Senior Director, B2B
Chris leads Blackhawk Networks (BHN) business-to-business and public sector
activities in the UK and is responsible for our BHN Payment initiatives across
EMEA. He has been part of BHN for 15 years and has been instrumental in the
evolution of digital payment processing for the business.
Read more

PHOEBE KENT

Cowry Consulting Consultant Director

As a Lead Behavioural Designer, Phoebe uses the latest academic insights as a
foundation to design and implement behaviour change interventions to tackle a
range of business challenges.

Following a degree in Psychology BSc, she worked as a Retail Transformation
Recruitment Consultant, gaining an insight into the challenges and opportunities
associated with behaviour change in the private sector. To pursue a career in
behavioural science, Phoebe obtained a first-class Master’s degree in Applied
Psychology and Economic Behaviour at the University of Bath.

Phoebe’s recent projects have included redesigning call centre scripts to
increase the adoption of an online pension proposition and comprehension of
contract terms and conditions, as well as designing an in-store experience to
communicate a value proposition.

Read more

RAPHY MARCH

Cowry Consulting Managing Director
With a background in Perceptual Psychology, Raphy draws on design, UX and
behavioural science to create innovative behavioural interventions that
transform the customer and employee experience. 

Raphy has led the experience optimisation process for over 80 of the world’s
major brands across retail, health and finance. She works with clients to
develop practical and innovative solutions to their behaviour-based issues,
including Amazon, Sky, Tesco, Aegon, Sainsbury’s, Chubb Insurance, The Times,
Adobe and Coca-Cola.
Read more

MARTIN HILL-WILSON

Brainfood Consulting Founder
I'm a customer engagement and digital business strategist. Also an author and
international keynote speaker. Working under my own brand, Brainfood Consulting,
I design masterclasses and transformational change helping clients evolve their
social and digital capabilities. Current topics include omni-channel design,
proactive, low effort customer experience, social customer service and customer
hubs. All themed around service innovation.
Read more

GERRY BROWN

Customer Lifeguard Chief Customer Officer
Gerry Brown, aka The Customer Lifeguard, is on a mission to save the world from
bad customer service. He helps businesses save customers at risk of defecting
and breathes life into their customer service operations and customer experience
strategy. Gerry has provided organizational leadership on people development,
business transformation, customer engagement and technology enablement for some
of the largest companies in the UK, Canada, and EMEA. These include National
Express, Nutricia, The Royal Albert Hall, Endsleigh Insurance, O2, Screwfix,
Sage, Sky, Bell Canada and TELUS. He is a frequent speaker, chairperson,
panellist and facilitator at conferences, webinars, company events and other
business gatherings, where his many years of business and customer service
experience provide stimulating, thought-provoking engagement and audience
participation. He is also a published author and his new book When a Customer
Wins, Nobody Loses is available on Amazon to help business leaders to create
winning and memorable customer experiences.
Read more

VINAY PARMAR

Druva Star Founder
My career trajectory has been a case study in the power of networking, embracing
a growth mindset and broad vision. Moving through various departments, I honed
my skills in understanding the bigger picture of business operations. My
transformative time at Egg.com cemented my beliefs in leadership, change
management, and the profound impact of customer experience.
Read more

OLLIE WILDEMAN

Big Bus Tours Customer Satisfaction Manager
Leveraging experience in management, sales, and operations to steer Customer
Satisfaction at Big Bus Tours
Read more



AGENDA

Main Stage Breakout Stage: Data & Insight Breakout Stage: Innovation &
Technology Cinema Sessions
09:00 - 09:10 Opening Remarks
Our Main Stage host Martin sets the scene for the day.

SPEAKER:



MARTIN HILL-WILSON

Brainfood Consulting
Founder
I'm a customer engagement and digital business strategist. Also an author and
international keynote speaker. Working under my own brand, Brainfood Consulting,
I design masterclasses and transformational change helping clients evolve their
social and digital capabilities. Current topics include omni-channel design,
proactive, low effort customer experience, social customer service and customer
hubs. All themed around service innovation.
Read more
09:10 - 09:30 Engage Customer Research Results: The Transformation Conversation
We share our new research about consumers and the multiple expectations that
they have when dealing with organisations. 

Transformation can work best if it creates engaged customers that drive
competitive advantage and differentiation for organisations. 

Our findings will cover how organisations need greater understanding of
consumers’ expectations to  have the right stakeholder conversations to spur
customer engagement.

SPEAKERS:



MARCUS HICKMAN

Davies Hickman
Managing Director

Works to build business success for our clients using innovative market
research, data analysis and training.

Strong track record in business focused consultancy projects:
- Customer insights and market analysis
- Value proposition and new product development
- Thought leadership for B2B content marketing
- Customer experience management and innovation
- CX training for sales and service
- Emerging technology and digital transformation.

Uses the latest digital research and analytical tools for building, synthesizing
and visualising customer and market insight. Highly skilled in making sense of
complex markets. Leader in CX thinking and management. UC and workplace
collaboration expertise.

Cross-sector knowledge with particular interest in technology and telecoms,
financial services, housing and payments sectors.

Focused on keeping up to date with technology and global consumer trends
wherever they emerge. See @davieshickman.

Read more

JO DAVIES

Davies Hickman
Global Director of Market Research

Jo and Marcus are founders of Davies Hickman Partners, set up in 2007.
Responsible for one of the longest-running tracker studies of customer contact –
The Autonomous Customer – they are market research advisers to the customer
experience and contact centre industry, that includes some of the leading
customer service associations. In 2023, Davies Hickman Partners were finalists
in the Content Marketing Institute awards for research on AI for CX. Jo is on
the BSI and ISO committee responsible for developing Contact centre, Customer
service excellence and Complaint handling standards.

Read more
09:50 - 10:10 Sky Case Study: From Cost Centre to Benefit Centre
Sky is in year 2 of a personal pathways programme. As they innovate and use
technology like AI, there is extra capacity in the call centres.

Rather than reduce headcount, Sky paid for year secondments for advisors to join
the department that focuses on technology giving advisors the chance to learn to
code, build dashboards, run CICD and deliver £10m benefits back.

Join this session to discover how to empower agents to use technology and
enhance customer engagement capabilities.

SPEAKER:



DARYL DEANE-STAIG

Sky
Senior Service Performance Manager
Revolutionising Customer Experience: Delivering excellence through others,
Driving performance, reducing costs, and delivering digital solutions. Senior
Service Performance Manager at Sky, with over two decades of experience and a
natural instinct for identifying areas of improvement. Neurodiverse leader with
a vision to reach the C-Suite.

As a Senior Service Performance Manager at Sky, I specialize in managing the
day-to-day performance of Sky's TV products and services to ensure the best
possible customer experience. My focus is on improving product and service
journeys from discovering and buying products, to delivery and activation, to
in-life product experience and stability, product replacement volumes, and
customer retention. I work collaboratively with multiple departments within Sky,
up to the group director level, to deliver on these goals.

With over two decades of experience in customer experience delivery and
improvement, I'm a natural leader and decision influencer. My keen eye for
detail, adaptability, and ability to communicate complex ideas simply set me
apart from others in my field. I also bring a unique perspective as a
neurodiverse individual, allowing me to take a data-driven approach to
identifying opportunities for improvement and driving continuous improvement
initiatives.
Read more
10:30 - 11:00 Coffee

Head to the Expo Hall to meet our sponsors, network with industry peers and
enjoy a coffee with a delicious snack prepared by ex-Nobu chef Tom Gore.

11:00 - 11:20 Elevating the Customer Experience - The Imperative Shift to
Real-Time Omni-Channel Customer Service

In today's fast-paced, digitally driven market, Customer expectations are
constantly evolving, and businesses across all sectors are facing significant
challenges - how to keep customers not just satisfied but delighted. To achieve
this requires an enhanced customer experience to be at the core of a company’s
strategy. It involves understanding and meeting customer needs at every
touchpoint, ensuring consistent quality, and adopting a customer-centric culture
which is adaptable.

The key to this lies in the practical application and adoption of modern
technologies, and how leveraging the right technology can drive a
customer-centric approach and significantly boost your business's performance.

In this presentation we’ll introduce you to some of the ways in which technology
can add real business value along the entire Customer journey then showcase in a
little more detail within Customer Service as to how that can work in practice. 

11:20 - 11:40 London Borough of Barking and Dagenham Case Study: The Silent
Voice of a Customer
In this presentation, we delve into the often overlooked yet profoundly
impactful Silent Voice of a Customer and if our organisations are missing a
cohort of customers who are not confident enough to speak up. 

The ever-changing world, economic challenges and raising cost of living is still
present and becoming a norm, therefore what is our data and insight telling us
to do differently? Your current services may no longer algin to the desires and
needs of your customer, so what action are you taking to help The Silent Voice
of a Customer. 

SPEAKER:



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.

Read more
12:00 - 12:20 Les Mills Case Study: Gen Z as a Consumer and a Customer
Carl shares an exclusive case study on how Les Mills are creating engagement
strategies to meet the needs of a new generation, satisfying them as a consumer
and a customer.

SPEAKER:



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.

Read more
12:40 - 13:40 Lunch
Head to the Expo Hall to enjoy a delicious free lunch, chat with peers and meet
our sponsors.
13:40 - 14:00 Audience Participation: Have Your Say in our Real-Time Research
Be a part of something special! During this 20 minute breakout session, join
your peers to have your say relating to the key drivers in customer engagement,
what's shaping the industry and which challenges are key to overcome in order to
achieve success.

SPEAKER:



BRIAN MANUSAMA

Actionary
Executive Partner
Throughout my career, I have been at the forefront of delivering impact at
scale, leveraging cutting-edge technology to resolve today’s business challenges
and prepare for tomorrow’s Environmental, Social and Governance (ESG)
challenges. My passion for customer engagement, digital business, artificial
intelligence and customer experience focused leadership have been a consistent
theme in my career.
Read more
14:00 - 14:20 Mind the Gap: Bridging Behavioural Science and Business to
Revolutionise Customer Experience
In today's competitive marketplace, understanding the psychology of your
customers can be the key to unlocking unparalleled success. This talk delves
into the fascinating intersection of behavioural science and business, offering
practical insights on how to enhance customer experiences and drive engagement.
Through real-world examples and cutting-edge research, we'll explore how
psychological principles can influence consumer behaviour and decision-making
processes, providing you with actionable strategies to tailor your services and
achieve your business objectives.

SPEAKERS:



PHOEBE KENT

Cowry Consulting
Consultant Director

As a Lead Behavioural Designer, Phoebe uses the latest academic insights as a
foundation to design and implement behaviour change interventions to tackle a
range of business challenges.

Following a degree in Psychology BSc, she worked as a Retail Transformation
Recruitment Consultant, gaining an insight into the challenges and opportunities
associated with behaviour change in the private sector. To pursue a career in
behavioural science, Phoebe obtained a first-class Master’s degree in Applied
Psychology and Economic Behaviour at the University of Bath.

Phoebe’s recent projects have included redesigning call centre scripts to
increase the adoption of an online pension proposition and comprehension of
contract terms and conditions, as well as designing an in-store experience to
communicate a value proposition.

Read more

RAPHY MARCH

Cowry Consulting
Managing Director
With a background in Perceptual Psychology, Raphy draws on design, UX and
behavioural science to create innovative behavioural interventions that
transform the customer and employee experience. 

Raphy has led the experience optimisation process for over 80 of the world’s
major brands across retail, health and finance. She works with clients to
develop practical and innovative solutions to their behaviour-based issues,
including Amazon, Sky, Tesco, Aegon, Sainsbury’s, Chubb Insurance, The Times,
Adobe and Coca-Cola.
Read more
14:20 - 14:40 The Importance of Evolution, Before Revolution
Transformation doesn’t always have to be revolution and while big bang
revolution is often perceived as the exciting, results generating
differentiator, in an industry that hasn’t always been known for innovation and
transformative change, evolution plays a huge part.

In this chat Rebecca will take us through how AXA Health are embedding a
customer centric culture, empowering colleagues to listen to customers and take
action to remove pain points, to develop more efficient and effective processes
which helps more customers do what they need to do, find what they need to find
and ultimately better understand their health insurance plan.  By listening,
tweaking whilst recognising that most of our customers don’t even use, or even
want to use our product, more of our customers appreciate the value their plan
offers, more customers trust us and satisfaction scores are growing.

We will talk about the importance of driving consistency for all audiences,
across all channels and how this can be a great starting point for
transformation.

SPEAKER:



REBECCA BROOKS -DAW

AXA Health
Senior Customer Experience Strategy Manager
For me, CX is a mindset and not a role, it’s a profession full of people people
and I am definitely a people person, I think all CX people are, and that’s the
bit I most love about my job; creating, maintaining and improving the
experiences and interactions that we (people) have with brands. The other super
important part of CX that I love, is its importance within the commercial
sustainability of a business. I’ve been lucky enough to work in a variety of
different industries over the years; chocolate, beds, planes, trains and I would
love to say automobiles but no – I am currently in insurance at AXA Health, and
it’s the same across the board, if you can deliver a consistently excellent
experience; people will buy and people will stay and that feels good. I use a
wide variety of CX techniques to drive acquisition, value and retention;
customer listening, analysis and interpretation of insight, stakeholders
engagement, customer journey mapping, embedding customer outcome metrics,
effective governance, strong business case development and encouraging customer
centricity through cultural change.
Read more
15:00 - 15:30 Coffee
Head to the Expo Hall to meet our sponsors, network with industry peers and
enjoy a coffee with a delicious snack prepared by ex-Nobu chef Tom Gore.
15:30 - 15:45 Ticket Tailor Case Study: Embedding Purpose Into Our CX Strategy

There is currently a movement in some businesses, and it’s changing the way
business is done. It’s the “business for good” movement.

This case study will show you how you can make positive changes to be part of a
better way of doing things - whatever your role in your organisation.

Drawing on Ticket Tailor’s 90+ CSAT and 72 NPS I’ll show you how purposeful CX
strategies are a driver for outstanding results.

SPEAKER:



RHIO CORY

Ticket Tailor
Head of Customer Experience

Rhio is leading the strategy that’s revolutionising customer experience at
Ticket Tailor, a cutting-edge, self-serve ticketing platform and proud B-Corp
that champions purpose over profit. Laser-focussed on building a scalable,
reactive and cutting edge customer experience across Support and Success, Rhio
and her team achieve world-class results and stellar feedback.

Gaining a wealth of CX experience in the fast-paced worlds of start-ups and
scale-ups start-ups and scale-ups, and her passion for excellence and continuous
improvement means she is always ahead of the curve, setting new standards in CX.

Read more
15:45 - 16:00 OVO Case Study: Increasing CSAT Through a Blend of Humans and
Technology
Alison will share how OVO have dramatically increased their CSAT score over the
last 12 months using a strategic blend of technology and the human touch.


SPEAKER:



ALISON JAAP

OVO
Vice President, Customer Care

Transformational leader with a strong track record of innovation and positive
disruption. Alison has spent the last 20 years transforming banks and public
bodies around the globe translating strategy into action at pace. Alison has a
talent for identifying and nurturing talent, creating bold, inclusive teams that
are able to deliver outstanding results.

Read more
16:00 - 16:15 NatWest Case Study: Building Our Customer Engagement Business

NatWest has moved from recovery and restructure to sustainable growth. Hear
about how a customer-centric approach has driven the transformation and the key
role that the acquisition of NatWest Rooster Money has played for our Youth and
Families segment.

Natwest's purpose is to champion the potential of people, families and
businesses and learning is one of our keys areas of focus. Rooster Money plays a
crucial part in that, starting children on their journey to money confidence.
Join a spotlight session on our approach to families, the successes and insights
from this fast-moving part of our business that is fostering sustainable growth.

SPEAKER:



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.

Read more
16:15 - 17:00 Deliveroo Case Study: Insights in Customer Experience at Deliveroo

SPEAKER:



BEATRICE JONES

Deliveroo
Senior Insights Manager
Beatrice has worked at Deliveroo as a Senior Insights Manager for just over two
years, previously holding roles at Marks and Spencer and Waitrose.
Read more
16:30 - 17:00 Panel Discussion: What Does the Future Hold for Customer
Engagement?
With a customer engagement landscape that's being continually transformed
through technology, AI and customer expectations, this panel discussion will
give our attendees a futuristic view of what's to come through the lens of our
industry experts. Join us as we chat all things relating to:

- Challenges that need to be overcome
- Opportunities we can seize
- Creating a balance between technology and humans
- What our experts are focusing on as we move into the second half of 2024

SPEAKERS:



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.

Read more

JAMES DOLLING

Arriva Rail London
Head of Customer Proposition

Railway professional working within sector for 10 years working on Major
Projects and Change. Currently reviewing the provision of information within
Arriva Rail London and partnering with TfL on how we can better support all need
around London both in usual running and the complexities which disruption
causes.

As a concession there are differing requirements with the wider industry piece
which is considering ‘Smarter Information, Smarter Journeys’ led by the RDG. My
role is to harmonise both objectives and deliver for London.

I have just finished a 5 year strategy has been written focusing on centralising
our data, cross channel consistency collaborating with the industry and
maximizing our colleagues. How we provide information has been a pain point for
all industries and whilst legacy systems sometimes hold back process and change
it is navigating a way to benefit London’s public.

Read more

JOSS MURDOCH

Energy Saving Trust
Customer Experience Specialist

I’ve worked my way up from frontline customer service to designing and
implementing new and improved digital services with stops along the way working
on complaint handling and minimisation, efficient multi-channel working and
digital user experience and accessibility. Currently I’m focused on helping Home
Energy Scotland and Energy Saving Trust translate their services to the digital
world. 

I’m most interested in the opportunities of WhatsApp as a customer service
channel, how to balance efficiency with effective personalisation in digital
customer service, and how best to utilise AI to level up the customer
experience. 

Read more

LOUISE COX

Childrensalon
Head of Customer

Louise has over 15 years’ experience in the Customer Service sector across
Private Banking and Luxury Retail/E-tail industries. Currently as Head of
Customer at Childrensalon, Louise’s passion is crafting personalised customer
experiences to focus on brand loyalty and client retention. With a stellar track
record at Harrods Personal Shopping and Coutts Private Banking, Louise has
mastered the art of curating bespoke client experiences for top-tier customers.

At Childrensalon, she has implemented customer engagement strategies that boost
customer loyalty across all segments through tailored interactions for all
customers and introduced exclusive services for the top tier customer.
Passionate about creating a human customer connection, Louise strives to set
strategies and lead teams which exceed customer expectations at every touch
point, creating lasting loyalty and trust.

Read more
17:00 - 18:00 Drinks & Networking

Head to the Expo Hall for some refreshments and a chance to network with your
peers.

Load more
13:40 - 14:00 Biffa Case Study: From Zero to (not quite) Hero – How Biffa have
implemented a CX strategy to improve customer focus within the business
Three years ago, there was no defined CX function or strategy within Biffa. This
presentation will share the Biffa story of how they embarked on a journey to
create a CX Team, establish a CX Vision and ultimately share with every employee
how they influence CX on a daily basis and that it’s not just the job of the
customer service contact centres to do that! There’s been a few bumps along the
road, and there’s a lot more to do across the wider business but they’re already
seeing some positive results across key customer metrics. Just as importantly,
there has been a shift in the use of customer language and a greater
appreciation for the need for change to benefit customers. Join the session to
find out what they have done, the impact it’s made and what’s next.

SPEAKER:



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.

Read more
14:00 - 14:20 What does the Modern Customer expect from the brands they use?
The cost-of-living challenges we all face today has meant value for money is
often top of mind for many of us when considering how, where, with whom and when
we spend our money. So, does that mean brands need to focus on price reductions
and discounts to acquire, retain and drive advocacy from customers? Join BHN to
explore our insights into the behaviours of customers in 2024 and how a
consistent and value-added approach to engagement will often win out in the end.

SPEAKER:



CHRIS FORD

BHN
Senior Director, B2B
Chris leads Blackhawk Networks (BHN) business-to-business and public sector
activities in the UK and is responsible for our BHN Payment initiatives across
EMEA. He has been part of BHN for 15 years and has been instrumental in the
evolution of digital payment processing for the business.
Read more
14:20 - 14:40 AutoTrader Case Study: No Driver Left Behind
By 2035 100% of all new cars made will be zero emission Electric vehicles (EVs)
.  To date 4% of all cars on our roads in the UK are EVs. We have to transition
to Electric cars but it’s happening too slowly..

It’s a tough move for the consumer as they have a whole new technology to
understand and apparent barriers in the way.  Early adopters have bought in
already but uptake the for majority is stalling.  How can we engage with the the
next owners?

Join me please to learn how behavioural economics can help re-frame and unlock
 the opportunity.  Our new research is already helping countless manufacturers
and retailers engage and transform their customers.  This insight is
transferable too.

SPEAKER:



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.
Read more
15:00 - 15:30 Coffee
Head to the Expo Hall to meet our sponsors, network with industry peers and
enjoy a coffee with a delicious snack prepared by ex-Nobu chef Tom Gore.Head to
the Expo Hall to meet our sponsors, network with industry peers and enjoy a
coffee with a delicious snack prepared by ex-Nobu chef Tom Gore.
Load more
13:40 - 14:00 Transforming Trips: AI’s Role in Reshaping Customer Experiences at
Holiday Extras

Join Matt from Holiday Extras for an enlightening chat, which delves into the
power of AI and how it is reshaping customer experience, particularly within the
travel sector.

This session will showcase the innovative ways AI is already being integrated
into every step of the journey, enhancing interactions from planning to
post-trip support. In particular, you’ll meet SYD, their pocket travel insurance
expert, and discover how they are transforming insurance.

Matt will discuss how AI integration is not just about technology but also about
fostering a team culture of innovation and customer focus, and how they are on a
mission to hyper-personalisation and making AI an enjoyable experience.

You’ll also discover how these AI tools create a seamless experience, changing
how the traditional help centre and FAQs can be transformed to offer quicker,
more efficient solutions to customer inquiries.

This discussion is tailored for both AI novices and enthusiasts, as well as
professionals in the travel industry looking to understand the impact of AI on
customer experience. Whether you're contemplating an AI implementation or
peeking into the AI world, this talk will provide valuable insights and
actionable takeaways to help navigate the evolving landscape of AI in customer
service.

SPEAKER:



MATT HARRIS

Holiday Extras
Group Customer Journey Lead

As the Group Customer Journey Lead with extensive expertise in customer
experience, I am dedicated to transforming how we interact with customers,
aligning with our mantra of "Less Hassle, More Holiday."

My role focuses on shaping our communications throughout customers' travel
experiences, creating defining moments that reinforce our reputation for
exceptional service. By leveraging data insights, AI technology, fostering
customer-centric teams and of course, listening to our customers to enhance both
digital and offline interactions.

A central aspect of my leadership involves instilling a customer-first mindset
across all levels of our organisation, ensuring that every team member,
regardless of their role, prioritises customer perspectives and voices. Working
closely with Tech & Product, Operations, Partnerships, Commercial, and Brand
teams, I drive our customer service efforts to be both proactive and adaptive to
changing customer needs and expectations.

My expertise includes managing multiple stakeholders, optimising digital
experiences, driving continuous improvement, and identifying opportunities for
increasing customer satisfaction, retention, and loyalty. I am focused on
driving results, and bringing multiple teams together to deliver a consistent
approach that enhances effectiveness, broadens thinking, and inspires ownership
& creativity.

Read more
14:00 - 14:20 AI Powered Customer Support: Beyond Chatbots and Automation
True AI-powered customer support demands more than bolting on chatbots. It
requires an advanced AI platform with connected knowledge graphs, AI-human
collaborative workflows, semantic search, and unified customer/product analytics
to unlock AI's full potential beyond automation. 

This session explores how AI can augment human agents, providing instant
insights for personalised, predictive experiences. Leveraging NLP, machine
learning, and intent recognition, AI drives intelligent interactions,
personalised recommendations, proactive resolution, and emotionally intelligent
responses. 

By moving beyond chatbots and automation, organisations can unlock the
transformative potential of AI to drive customer satisfaction, loyalty, and
operational efficiencies in customer support. Gain insights into the technology,
processes, and best practices needed to successfully implement AI-powered
customer support that combines the best of human and artificial intelligence.

SPEAKER:



MOLLIE HOLLAND

DevRev
Customer Success & Support

Mollie leads Customer Success and Support at DevRev, a platform converging
departments around customers and products using analytics, and AI.

She joined DevRev in 2022 as one of the first Revenue team members, and helped
shape various customer-facing teams at the company. Prior to that, Mollie was VP
of Marketing at 3M Medical Business, where she shaped a decade-long legacy
across global roles, fueling growth through innovation, strategy, and business
transformation. Notably, Mollie led a business category in China propelling
exponential growth in a new category for the local market.

Mollie's versatility shines through her diverse stints as a Retail Merchandise
Buyer at Target Corp and in Account Management within the Marketing &
Advertising sector. Her academic achievements include an MBA from Carlson School
of Management and a BA in Political Science from University of
Wisconsin-Madison. Mollie's holistic expertise defines her as a dynamic force in
both strategic vision and operational excellence.

Read more
15:00 - 15:30 Coffee
Head to the Expo Hall to meet our sponsors, network with industry peers and
enjoy a coffee with a delicious snack prepared by ex-Nobu chef Tom Gore.
Load more
11:00 - 12:00 Navigating the transformative power of AI-powered customer service

Implementing generative AI into your customer service strategy. Everyone is
talking about it. Whether across the customer journey, supporting your teams in
their day-to-day role or perhaps you're looking to use AI to make better, more
informed decisions? Join this peer-to-peer webinar, steered by Freshworks as we
look at the promise of radical improvements in customer delight, employee
productivity, organisational process standardisation, and business cost
reduction. They will also have serious implications on how work gets done in the
customer service organization and how leaders should plan for the future.

Reasons to join:

• The big customer service trends in 2024 that you need to be aware of

• How generative AI impacts the customer journey, the agent experience and the
customer support leader

• Building a business case for generative AI - how to approach the wider
organisation to effectively prioritise where to invest

• Best practices when evaluating a Customer Support technology provider

SPEAKERS:



MAX TEMPLEMAN

Freshworks
Account Lead
As a Senior Account Executive at Freshworks, I specialize in transforming IT
service desk operations and driving exceptional ROI. With over 10 years of SaaS
experience, including 5 years in ITSM, I offer a unique perspective as the main
point of contact throughout the sales process. My goal is to empower clients
with innovative solutions that deliver results in today's dynamic business
landscape.
Read more

ANAND ELANGOVAN

Freshworks
Lead Solution Engineer

Anand is a Lead Solution Engineer at Freshworks, a leading provider of
cloud-based customer engagement software. He has over 10 years of experience in
consulting and solution designing, with a focus on AI and automation for
customer experience.

He leads the pre-sales initiatives for the UK and Ireland region, advising
clients on how to leverage Freshworks' products and services to achieve their
business goals. He also works closely with the product and engineering teams to
provide feedback and insights from the market and customers. He is passionate
about chatbots and automation, and how they can improve customer satisfaction
and retention.

Anand is a certified AI and communication professional, having completed courses
from Coursera and CISL. He is also well-versed in agile methodologies, scrum,
and databases. He is an avid reader and a patient listener, who thrives to push
boundaries and deliver high-impact solutions. He is always eager to learn new
skills and technologies, and to share his knowledge and expertise with others.

Read more
13:40 - 14:40 AI vs. Human: Why you don’t have to choose when building a
customer-first service strategy

Front, the customer-first service platform, is hosting an interactive cinema
session to help customer support leaders evolve their approach to service
delivery in the age of AI. AI promises to help you scale your business without
scaling your support headcount costs. But what about the customer experience? Do
AI and personalization have to be at odds? Hear from industry leaders on the
front lines of implementing AI strategies that balance speed and service quality
as customer expectations rise. Get on the fast track to building your AI
strategy to assist your team, unlock insights, and automate routine service
logic.

Three reasons to join:

• Learn 5 ways AI is changing customer service and how to adapt

• Get tips on practical application of generative AI

• Gain insight from top service leaders

SPEAKER:



EMILY PONDER

Front
Head of EMEA
I'm leading Front's go-to-market teams & strategy in EMEA, focused on new
customer acquisition and driving healthy revenue for the business.
Read more
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> "Excellent Speakers, thought provoking case studies, general passion in the
> room for CX. Met lots of like minded people too!"

Customer Proposition Manager, Cadent Gas

> "Set up was seamless Great Venue & great content. App makes planning your day
> easier. Would definitely like to bring more from my business in 2024!"

Senior Success & Operations Manager, Total Jobs Group

> "Always a fantastic conference, great speakers and relevant topics!"

Head of Business Services, SKY




2024 HEADLINE PARTNER


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Freshworks provides innovative customer engagement software for businesses of
all sizes, making it easy for teams to acquire, close, and keep their customers
for life. Freshworks SaaS products provide a 360-degree view of the customer,
are ready to go, easy to use and offer quick return on investment. Headquartered
in San Mateo, USA, Freshworks 3,000+ team members work in offices throughout the
world.

For more information visit www.freshworks.com.

--------------------------------------------------------------------------------


2024 PARTNERS


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SurveyMonkey is a global leader in online surveys and forms that empowers people
with the insights they need to make decisions with speed and confidence. Our
fast, intuitive feedback management platform connects millions of users
worldwide with real-time AI-powered insights that drive meaningful decisions. We
provide answers to more than 20 million questions every day so that people and
organizations can attract new audiences, delight customers, create advocates,
and extend their competitive advantage in the marketplace. Our vision is to
raise the bar for human experiences by amplifying individual voices. Learn more
at surveymonkey.com.

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Visit Website

Verint is “The Customer Engagement Company.” We help organisations simplify and
modernise the way they engage customers through their contact centre, branch,
back office and marketing departments. Our market-leading broad portfolio of
cloud and hybrid solutions is designed with the latest artificial intelligence
and advanced analytics technologies to deliver greater automation and shared
intelligence that drives real business impact. Verint is your partner to make
customer engagement a strategic advantage and a strong competitive
differentiator for your organisation.

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The best customer experiences are built with Zendesk. Zendesk’s powerful and
flexible customer service and engagement platform scales to meet the needs of
any business, from startups and small businesses to growth companies and
enterprises. Zendesk serves businesses across a multitude of industries, with
more than 125,000 paid customer accounts offering service and support in more
than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide
with 15 offices in North America, Europe, Asia, Australia, and South America.
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We are an award-winning, global, tech-enabled behavioural science consultancy,
on a mission to make businesses as human as humanly possible.
Founded in 2015, we are a professionally qualified team of psychologists,
economists and data scientists fascinated by behavioural science in business. We
are an industry accredited large organisation member of the Global Association
of Applied Behavioural Scientists, GAABS.org. Based in London, our work spans
the UK and internationally and we are a founding member of the global Diversifi
Applied BeSci Network.
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CommBox’s autonomous communication platform combines the latest technology and
proven best practices to provide an efficient and satisfying experience for your
customers and employees. Whether you have costly human-heavy operations or
already provide service via digital channels, CommBox gives you the flexibility
to direct as many customer communications to digital as you choose, while
keeping human agents available for more complex issues. By automating
repetitive, common, and predictable inquiries and processes, you'll see
significant cost savings, improved employee retention, and increased customer
satisfaction.

Our solution: 
•    The platform is driven by a powerful combination of advanced AI, deep
automation, intelligent  MasterBotsTM, and unified, smart communications
management
•    For human-driven operations, it enables diverting 50% of communications to
digital and automating 50% of repetitive inquiries and processes - also known as
the CommBox 50-50™ Rule
•    The platform empowers agents through a unified interface to manage all
communications
•    It delivers AI-driven insights and supports with bot-assisted actions,
resolving customer needs quickly, accurately, and without any friction.
•    It enables more and more customer communications to be automated, powering
greater customer satisfaction, higher efficiency, faster and smarter outcomes,
and business growth
We are committed to bringing brands and customers together in a natural,
outcome-driven way, helping businesses to achieve their goals and exceed the
expectations of their customers.
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Make it easy for your contact centre agents to provide great customer service
and ensure your customers can get help when they need it, however they contact
you.
Contact centre and CX consultancy, cloud contact centre solutions, AI &
Automation, Workforce Engagement and more - wherever you are in your technology
journey, Route 101 can help.
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At Columbus, we can help you strategically create the ideal experiences. One
that can anticipate and exceed customer expectations. One that remains
consistent throughout their customer journey. One that they’ll remember. We’ve
been helping companies of different sizes and industries revamp their CX and
boost engagement for over 30 years. And we’re ready to help yours.

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BHN offers tailored benefits and rewards solutions to cultivate positive work
cultures aligned with organisational goals. Our diverse portfolio includes
benefits, rewards and incentives, in physical and digital formats, strategically
designed to connect, engage and support your workforce. We aim to inspire higher
performance, foster effective habits, and enhance the overall employee value
proposition. With customisation at the forefront, our solutions seamlessly align
with your business needs, transforming transactions into meaningful connections
that drive success.
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Front is the modern customer service platform that helps companies delight their
customers, engage their teams, and build stronger businesses. We’ve reimagined
the help desk for real-time team collaboration across every customer
communication channel, then powered it all up with AI and automation to resolve
issues and help teams work faster. Customers get exceptional service whether
they’re looking for a simple, instant answer, or personalized help on their most
complex issues — and you get the analytics and insights your business needs to
optimize your customer experience. Over 8,500 businesses of all shapes and
sizes, from ClickUp to Branch Insurance, Echo Global Logistics to Reed & Mackay
rely on Front to deliver game-changing service that wins and retains customers
for life. To learn more, visit www.front.com.

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Idomoo’s fully open Next Generation Video Platform combines data with video to
deliver an unparalleled customer experience. Brands can easily create millions
of personalised and interactive videos in up to 100x real time, leveraging AI
and automation tools to speed the process. This 1:1 communication is proven
effective, sparking 5x engagement and 8x conversions across industries. Clients
include global leaders like Vodafone, Standard Life, Mercer, Ubisoft, Oracle and
JPMorgan Chase. 

 

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Take your CX to new heights with Fullview. Halve support times and optimize
customer interactions by guiding users live in your product with screen control.
Our cutting-edge cobrowsing and screen-sharing technology is designed for
effortless integration and ease of use, embedding directly into your product
with just a few clicks. Fullview also seamlessly synchronizes with leading
support platforms like Intercom and Zendesk, making it simple to initiate
cobrowsing sessions from the systems you already use to engage with customers.

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DevRev’s OneCRM, purpose-built for the SaaS vertical, comprises three modern CRM
apps for support, product, and growth teams. It connects end users, sellers,
support, product people, and developers, reducing 9 business apps and converging
6 teams onto a common platform.

Unlike horizontal CRMs, DevRev takes a blank canvas approach to collaboration,
AI, and analytics, enabling SaaS companies to increase product velocity and
reduce customer churn. DevRev is used by thousands of companies in search of low
latency analytics and customizable LLMs to thrive in this era of GenAI.

DevRev was founded in October 2020 and raised over $85 million in seed money
from investors such as Khosla Ventures and Mayfield, making it the largest seed
in the history of Silicon Valley. It is led by its co-founder and CEO, Dheeraj
Pandey, who was previously the co-founder and CEO of Nutanix, and by Manoj
Agarwal, DevRev's co-founder and former SVP of Engineering at Nutanix. DevRev is
headquartered in Palo Alto, California, and has offices in seven global
locations.

In 2024, DevRev was also recognized as one of America’s best startup employers
by Forbes.
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At Deepdesk we develop AI technology that is not aimed at replacing people, but
to aid them. The focus of our technology is to make jobs less tedious by helping
to eliminate repetitive tasks. We are focusing our attention on the contact
center space, where we enable contact center agents working within digital
channels (chat, WhatsApp, Messenger, etc.) to reduce the amount of time they
spend searching for the best response to a customer query, and the time they
spend typing it. To achieve this, we train our neural networks with our
customers' historic data from previous conversations to provide automated
suggestions with the best answers to customer queries in real-time.

Because our AI is able to understand customer conversations, Deepdesk’s Agent
Assist presents the contact center agent with the best possible answer to any
customer query, as well as links to related content that may live in their
internal knowledge bases, public facing FAQ’s, or any other resource they use.
This leads to higher customer satisfaction scores and happier customers.
Increased happiness also extends to the agents: a direct result of using
Deepdesk has been an increase in agent happiness and retention.
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The EdgeTier team realised that the true power of AI / machine learning in
customer care is not in pushing customers away, but in building software that
works for customer care organisations, allowing them to deliver higher-quality
and more personalised care that their customers will love, while having
unprecedented accessibility to data for all of their decisions.

EdgeTier began as a boutique machine learning consultancy company wholly
focussed on the customer care industry. We analysed tens of millions of
real-life customer queries while working with customer care teams across a
diverse range of industries such as travel, insurance, banking, utilities,
financial services and energy.

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A data and insights market research company for UK and global, B2B and B2C,
organisations that specialises in UX and CX, digital and emerging technologies.
Since 2007, advising large enterprises/SMEs in financial services, energy,
housing, technology, telecoms, and payments sectors.

CUSTOMER, EMPLOYEE, COMPETITOR AND MARKET RESEARCH
Innovative market research is essential for the best business decisions. Using a
combination of proven qualitative and quantitative methods, as well as new
behavioural and digital research to source the best insights for B2B and B2C
clients.

DATA ANALYSIS
Data comes in many forms and we are applying analytical tools for building,
synthesizing and visualising customer and market insight. Our passion is
creating impactful recommendations that shape our clients’ business decisions
and success.

BUSINESS DECISIONS
Across technology and telecoms, financial services, housing and payments
sectors, we enable our clients to make the best business decisions in product
and proposition development, technology investment, CX innovation and marketing
communications.

CX TRAINING
We equip our clients so they can respond to and meet their B2C and B2B
customers’ needs. Our training programmes, for managers and their teams, use
employee and customer analysis to build a vibrant customer-focused culture and
business success.

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At Deskpro, we’re building a world with better support. Deskpro transforms
customer experiences and fuels business growth with its advanced omnichannel
helpdesk software.
Designed with total flexibility and enhanced with AI, Deskpro intuitively adapts
to your business’s unique needs. Deskpro's flexibility extends to hosting
options, allowing you to choose between our Cloud, your Cloud, or an On-Premise
solution.
Join the thousands of businesses, including Apple, HMRC, and Volkswagen, who
trust Deskpro for its comprehensive features, agile development, and commitment
to support. We’re the first choice across 30+ industries, capable of adapting to
diverse team structures and end-user interactions. Experience the transformation
towards better support with Deskpro.
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At Sendbird, our mission is to build connections in a digital world.
We believe that digital doesn’t have to mean impersonal. That physical
boundaries shouldn’t create relationship boundaries. We believe in authenticity
over superficiality, and in conversations over text messages.
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Liferay helps organisations build for the future by enabling them to create,
manage, and scale powerful solutions on the world's most flexible Digital
Experience Platform (DXP). Trusted globally by over a thousand companies
spanning multiple industries, Liferay's open-source DXP facilitates the
development of marketing and commerce websites, customer and supplier portals,
intranets, integration platforms, and more. 

Our customers include O2 UK Telefonica, Virgin Media O2, Vodafone Business,
Airbus, Vitality, Yorkshire Building Society, Johnson Matthey, Hays, National
Grid, Tag Europe and many more.

LOOKING FOR SPEAKER AND SPONSOR OPPORTUNITIES?

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VENUE DETAILS


THE BREWERY

52 Chiswell Street, London, EC1Y 4SD





HOW TO GET HERE


HOW TO GET HERE

Choose
General From Kings Cross From Heathrow From Gatwick From Stansted

Ideally located in the West End within walking distance of the Victoria London
train station, the stylish Park Plaza Victoria London provides guests with a
convenient transportation link to Gatwick Airport. The hotel is also close to
coach, bus and Underground stations.

Enjoy proximity to the capital’s primary tourist sites, such as Buckingham
Palace, the Houses of Parliament, Theatreland and Big Ben. Business travellers
can take advantage of on-site meeting facilities and an Executive Lounge.

Situated just two minutes from the Gatwick Express and National Rail service at
London Victoria Station, Park Plaza gives you easy access to Central London,
Gatwick Airport and the south side of England.



– Take the Victoria Line Southbound towards Brixton on the London Underground


– Depart at London Victoria Station


– Walk south on Wilton Road for 100 metres and Park Plaza Victoria London will
be on your left



– Take the London Underground, eastbound on the Piccadilly line


– Change at Hammersmith Station and take the District line to London Victoria
Station


– Walk south on Wilton Road for 100 metres


– Park Plaza Victoria London will be on your left



– Take the Gatwick Express train to London Victoria Station


– From the station, take the exit by Platform 2


– Turn right and walk 100 metres


– Park Plaza Victoria London will be on your left



– Take the Stansted Express train to Liverpool Street Station


– Change to London Underground and take the Circle line to London Victoria
Station


– Walk south on Wilton Road for 100 metres


– Park Plaza Victoria London will be on your left


Choose
From kings cross From Heathrow From Gatwick From Stansted

Take the Northern Line towards Morden on the London Underground

Depart at Moorgate Station

Walk north on Moorgate/A501  for 7 minutes

Turn left on to Chiswell St

The Brewery will be on your left



Take the Heathrow Express to Paddington Station

Take the Elizabeth Line on the London Underground towards Abbey Wood

Depart at Liverpool Street Station

Walk West on Liverpool Street

Turn left onto Eldon St

Continue straight on South Pl, Ropemaker St and Moor Ln

Turn left onto Chiswell St

The Brewery will be on your left



Take the Thames Link towards Cambridge

Depart at London Bridge

Take the Northern Line on the London Underground towards High Barnet

Depart at Moorgate

Walk North on Moorgate/A501

Turn left onto Chiswell St

The Brewery will be on your left



Take the Stansted Express to Liverpool Street Station

Head South toward Liverpool St

Turn right onto Liverpool St

Turn right onto Broad St

Turn left onto Eldon St

Continue onto South Pl, Ropemaker St and Moor Ln

Turn left onto Chiswell St

The Brewery will be on your left




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 * Focus Group

 * Lunch Provided
 * After-Event Drinks
 * Registrations are subject to approval

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 * Networking and Commercial Opportunities
 * 3 Halls of Case Study Content
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 * Interviews
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 * Lunch Provided
 * After-Event Drinks
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