The #1 UK Event for Progressive Customer Engagement, CX, and Digital Service Leaders
12 - 14 May, 2025 | Allianz Stadium, Twickenham, London
Wednesday 14th May 2025 - Summit Day 2
8:10 am - 8:55 am
NETWORKING BREAKFAST
8:55 am - 9:00 am
CHAIRPERSON’S OPENING REMARKS
9:00 am - 9:25 am
PRESENTATION: CRAFT FLAWLESS CUSTOMER JOURNEYS THAT TRANSFORM DIGITAL INTERACTIONS INTO LIFELONG LOYALTY
Danny Gonzalez -
Chief Digital & Innovation Officer,
London North Eastern Railway
Discover how London North Eastern Railway (LNER) turned the tide on digital customer experience, shifting from frustration to customer admiration. Learn how they disrupted industry norms and built a loyal following through thoughtful, customer-centric transformation. In this session, you’ll explore:
- How LNER took full control of customer data to create meaningful, impactful loyalty programmes.
- The meticulous approach Danny and his team took to refine every touchpoint across the customer journey - from initial interaction to post-purchase retention.
- LNER’s journey to delivering scalable, real-time support by blending innovative AI tools with the irreplaceable human touch.
9:25 am - 9:55 am
PANEL DISCUSSION: FRONTLINE INSIGHTS: UNMASKING THE REALITIES OF CUSTOMER SERVICE AGENTS
Alan Ranger -
Vice President of Marketing,
Cognigy
- Hear firsthand stories from contact centre agents about the challenges and triumphs they face daily in their roles.
- Discover how agents have adapted to the rapid changes in technology and customer expectations and how they contribute to customer satisfaction and loyalty through expertise, empathy, and innovative solutions.
- Gain an insider’s perspective on the dynamics of handling customer interactions, from routine queries to complex problem-solving, and the emotional resilience required.
9:55 am - 10:15 am
PRESENTATION: LESSONS IN CUSTOMER EXCELLENCE FROM THE UK’s LEADING ENERGY PROVIDER
Joe Richardson -
Director of Operations,
Octopus Energy
What makes Octopus Energy stand out isn’t the energy they provide - it’s the way they deliver it. Built on a foundation of agility, technology, and an unconventional approach to customer service, Octopus has reshaped how businesses interact with their customers. With their in-house technology platform powering half of the UK’s energy brands and expanding into new sectors, they’re proving that customer excellence isn’t just about having the best tools - it’s about how you use them. In this session, learn how their culture, tech stack, and unique ways of working drive exceptional customer outcomes.
10:25 am - 11:05 am
REFRESHMENTS & NETWORKING
TRACK A: MAXIMISING STRATEGIC IMPACT
11:05 am - 11:45 am PANEL DISCUSSION: DISMANTLE SILOS & EMPOWER TEAMS TO DRIVE EXCEPTIONAL CUSTOMER SUCCESS Sabina Onwuka - Head of Customer Services, London Borough of Barking & DagenhamJessica Ham - Head of Customer Experience, National Grid
- Overcome the barriers of hiring, onboarding, and retention that often plague the service industry, and discover strategies for creating lasting employee engagement.
- Develop clear, motivating career paths that inspire your employees to see themselves as integral, long-term contributors to your organisation’s success.
- Empower both internal and outsourced teams with the autonomy to make impactful decisions, fostering a culture of ownership and accountability at every level.
TRACK A: MAXIMISING STRATEGIC IMPACT
11:50 am - 12:15 pm PRESENTATION: A SUCCESS STORY IN BUILDING SERVICE-OBSESSED TEAMS THAT PUT THE CUSTOMER AT THE HEART OF EVERYTHING- Learn how to instil a customer-focused mindset across every role in your organisation.
- Discover techniques for training and incentivising teams to prioritise customer success.
- Explore real-world examples of teams delivering exceptional results through customer-centric practices.
TRACK A: MAXIMISING STRATEGIC IMPACT
12:20 pm - 12:45 pm PRESENTATION: SKYROCKET EMPLOYEE SATISFACTION ON A GLOBAL SCALE, WITH NO ADDITIONAL BUDGET Jason Bloomfield - Global Head of People Change & Experience Design, EricssonAfter a turbulent global system rollout, Ericsson employees were frustrated. Things needed to change, and Jason catalysed this change to ensure employees were heard.
Learn how Jason helped transform employee sentiment across a global organisation, with no additional budget.
By changing the nature of internal communication and fostering a strong culture within Ericsson, Jason and his team catapulted the system’s NPS from -82 to all-time highs, at a blistering pace.
TRACK B: EMPOWERING CUSTOMER-CENTRIC TEAMS
11:05 am - 11:45 am PANEL DISCUSSION: AI & HUMAN SYNERGY: THE NEW ERA OF CUSTOMER SERVICE EXCELLENCE Alan Ranger - Vice President of Marketing, Cognigy- Explore the key steps to creating an AI-first contact centre that empowers both agents and customers. Learn how to integrate AI tools into your existing systems to enhance every interaction, from self-service to agent-assisted support.
- Delve into how AI-powered tools support agents by offering real-time data, insights into customer preferences, and emotional intelligence, allowing agents to deliver more personalised and impactful service.
- Understand the measurable benefits of AI in customer service, from reducing operational silos to streamlining workflows, and learn how to track the ROI of AI.
TRACK B: EMPOWERING CUSTOMER-CENTRIC TEAMS
11:50 am - 12:15 pm PRESENTATION: AGENTIC AI: THE FUTURE OF CUSTOMER EXPERIENCE STARTS HERE Alan Ranger - Vice President of Marketing, Cognigy- Dive into how Agentic AI is actively reshaping customer service today, setting the stage for long-term competitive advantage.
- Discover how autonomous AI agents can work alongside humans to focus on complex, high-value interactions, fostering efficiency and improving customer satisfaction without sacrificing personal touch.
- Learn how integrating Agentic AI can streamline operations, reduce costs, and improve ROI, positioning your business ahead of the curve.
TRACK B: EMPOWERING CUSTOMER-CENTRIC TEAMS
12:20 pm - 12:45 pm PRESENTATION: THE BLUEPRINT FOR DESIGNING A HUMAN-CENTRIC TRANSFORMATION STRATEGY LEVERAGING DATA, INSIGHTS & AI Kai Bentley-Grey - Senior Technology Business Partner, DFS FurnitureCustomer leaders are juggling pressure to implement AI into their processes, whilst ensuring human-centricity remains at the forefront.
In this session, you will:
- Understand how Kai dismantled siloes that were identified as key opportunities for removing customer journey friction.
- Delve into the decision making behind where, when, how and why to apply AI in customer operations.
- Unpack how Kai formed transformation strategy leveraging customer insights to ensure innovation aligned tightly with customer needs.
12:45 pm - 1:45 pm
NETWORKING LUNCH
1:35 pm - 2:15 pm
PANEL DISCUSSION: DELIVERING LONG-TERM VALUE THROUGH ENGAGEMENT INITIATIVES
Katheryn Thomas -
Senior CRM Manager,
L'Occitane
Ben Dales - Head of Digital Marketing, Persimmon Homes
Nessa O’Gorman - Director, Product Management, Expedia
- Explore how companies are tackling fragmented customer data and building engagement strategies that nurture leads, drive retention, and stand out in competitive markets.
- Learn how to leverage AI, behavioural science and customer-centric insights to anticipate customer needs and deliver value at every touchpoint.
- Discover successful engagement tactics such as personalised campaigns, tailored messaging, and other innovative touchpoints that drive meaningful connections and long-term loyalty.
2:15 pm - 2:40 pm
PRESENTATION: ELEVATE SELF-SERVICE & ENHANCE CUSTOMER EXPERIENCE WITH HUMANISED AI
Aswin Peter -
Senior Product Lead - Payments Strategy & Customer Experience - Energy Platforms,
British Gas
Leveraging superior, personalised CX to serve millions of customers while keeping pace with competitors who are rapidly evolving and differentiating through high-quality service is easier said than done. In this session, you will:
- Understand how to humanise AI in customer service, reduce cost-to-serve, and cut down wait times.
- Discuss the current and future role of AI, as well as common challenges in its implementation.
- Explore how to improve sub-standard service by providing proactive and personalised service seamlessly across channels.
Aswin Peter
Senior Product Lead - Payments Strategy & Customer Experience - Energy PlatformsBritish Gas
