3 - 5 November 2025 | InterContinental London Park Lane, UK
Executive Exchange Day Two - Wednesday, 5th November 2025
8:00 am - 8:30 am
REGISTRATION & NETWORKING BREAKFAST
9:00 am - 9:05 am
CHAIRPERSON’S OPENING REMARKS & WELCOME
9:05 am - 9:30 am
PRESENTATION: BUILDING LIFELONG LOYALTY: STARTING FROM THE FIRST EXPERIENCE
Kevin Murphy -
Chief Operating Officer,
NatWest Rooster Money
Discover how NatWest Rooster Money are creating long-term customer relationships by helping families and children build financial confidence early; fostering loyalty that lasts a lifetime.
• Discover how building strong financial habits in families supports wellbeing and fosters long-term trust in banking
• Learn how NatWest Rooster Money uses data and agile practices to better understand and serve customers in more personal ways
• Hear how the Rooster Money experience delivers lasting value through flexible options and personalised nudges that evolve with customers and drive lifelong engagement
9:30 am - 9:55 am
PRESENTATION: REBUILDING TRUST THROUGH TRANSFORMATION: LEADING CUSTOMER SERVICE CHANGE AMID COST PRESSURES AND PUBLIC SCRUTINY
Kit Wilson -
Director of Customer and Developer Services,
Dŵr Cymru Welsh Water
In the midst of the largest investment and most radical transformation the water sector has ever seen, discover what it takes to deliver operational transformation at scale while keeping customers informed, engaged, and supported in the face of rising costs and public scrutiny.
• How to lead a technology and operational transformation in a highly regulated, traditionally low-profile sector facing increased public attention
• Communicating the “why” behind major service and cost changes to retain trust and deliver on environmental and customer impact goals
• Lessons learned from transforming internal platforms and services under intense operational and public pressure
9:55 am - 10:20 am
PRESENTATION: HOW TO DERIVE IMPACTFUL INSIGHT FROM CUSTOMER DATA
Bhagya Reddy -
Executive Director of Empowerment and Collaboration,
Virgin Media O2
Bhagya and her team embarked on a journey to democratise data, enabling cross-functional collaboration and empowering business units with access to real-time customer insights.
- Enable faster, smarter decisions by making real-time customer data accessible across functions
- Accelerate complaint resolution and boost satisfaction by streamlining access to relevant information
- Enhance service excellence with AI tools that harness rich customer data to support frontline agents
10:20 am - 10:30 am
NETWORKING BREAK
10:30 am - 11:00 am
ONE-TO-ONE BUSINESS MEETINGS
Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.
11:05 am - 11:35 am
ONE-TO-ONE BUSINESS MEETINGS
Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.
11:40 am - 12:10 pm
ONE-TO-ONE BUSINESS MEETINGS
Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.
12:10 pm - 12:20 pm
NETWORKING BREAK
12:20 pm - 1:00 pm
HAPPY EMPLOYEES = HAPPY CUSTOMERS: BEST PRACTICE ON DRIVING HUMAN-CENTRIC STRATEGIES
Jennifer McCartney -
Director of Diversity, Inclusion, Equity and Belonging Enterprise,
PayPal
It’s a misconception that CX leadership stops with creating exemplary customer experiences. This is only half the battle. Support employees need to feel empowered, safe and valued to deliver their best for customers.
- Create a psychologically safe environment for support staff, especially when they navigate challenging customer conversations
- Develop engagement strategies for employees, balancing skill and will to empower their career paths
- Balance AI-driven efficiency with soft skills to future-proof the workforce
12:20 pm - 1:00 pm
MODERN CX IN A DIGITAL-FIRST BUSINESS: LESSONS FROM SMARTY MOBILE
Derek Donaldson -
Head of Customer Experience,
Smarty Mobile
As we move towards a digital-first future, learn how SMARTY Mobile is leveraging low-contact models to drive loyalty, enhance customer experience, and balance automation with human touch.
· Drive the future of telco CX with a digital-first strategy
· Balance self-service solutions with personalised human care
· Build customer loyalty and operational excellence through innovation
· Engage with communities to foster lasting customer relationships
12:20 pm - 1:00 pm
FROM INSIGHT TO IMPACT: KEEPING CX HUMAN IN A DIGITAL-FIRST WORLD
Sally Gaudion -
Chief Customer Officer,
Nottingham Building Society
As automation and AI reshape the landscape, how can purpose-led organisations stay truly connected to the people they serve? This session explores how deep customer insight informs strategy, reduces risk, and keeps the human touch at the heart of every interaction. Discover how to turn research into action, build seamless journeys across parallel tracks, and involve customers and colleagues in your CX design.
· Bring customer voices from research, conversations and lived experience into every layer of CX strategy, brand and service design
· Balance empathy with innovation by designing journeys that meet diverse needs while navigating the rise of AI and self-serve
· Create seamless, insight-driven experiences by aligning teams around shared research to reduce risk and strengthen resilience
1:00 pm - 2:00 pm
NETWORKING LUNCH
Enjoy a delicious lunch over conversation with your CX peers.
