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
Alan Ranger -
Vice President of Marketing,
Cognigy
9:00 am - 9:25 am
PRESENTATION: THE SCIENCE OF RETENTION: UTILISE DATA TO ACTIVATE LIFELONG CUSTOMER LOYALTY
Christina Lewis -
Head of Global Operations and Engagement,
Bolt
- Understand how data can uncover the behaviours and preferences that drive customer retention.
- Learn how predictive analytics can help anticipate customer needs and prevent churn.
- Explore ways to use data to personalise loyalty strategies and boost lifetime customer value.
9:25 am - 9:55 am
PANEL DISCUSSION: FRONTLINE INSIGHTS: UNMASKING THE REALITIES OF CUSTOMER SERVICE AGENTS
Paula Castro -
Multilingual Customer Advisor,
Tripadvisor
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.
10:15 am - 10:55 am
REFRESHMENTS & NETWORKING
TRACK A: EMPOWERING TEAMS & INNOVATION
10:55 am - 11:35 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
Jen Brown - Director, Marketing Consultancy, Engaging Interactions
- 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: EMPOWERING TEAMS & INNOVATION
11:40 am - 12:05 pm PRESENTATION: LEVERAGING AI TO ENHANCE CUSTOMER EXPERIENCE & DRIVE SALES AT LOVEHOLIDAYS Alex Milanovic - Head of Data Science, loveholidays- Utilise AI-driven personalisation to tailor recommendations based on customer preferences and behaviours
- Integrate data science across teams to ensure AI insights fuel every department from marketing to operations
- Learn from successes and failures in AI adoption, and discover how loveholidays continues to innovate in the AI space
TRACK A: EMPOWERING TEAMS & INNOVATION
12:10 pm - 12:35 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: AI-ENHANCED CUSTOMER SERVICE
10:55 am - 11:35 am PANEL DISCUSSION: AI & HUMAN SYNERGY: THE NEW ERA OF CUSTOMER SERVICE EXCELLENCE Aswin Peter - Senior Product Lead - Payments Strategy & Customer Experience - Energy Platforms, British GasAlex Milanovic - Head of Data Science, loveholidays
Kai Bentley-Grey - Senior Technology Business Partner, DFS Furniture
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.
Aswin Peter
Senior Product Lead - Payments Strategy & Customer Experience - Energy PlatformsBritish Gas
TRACK B: AI-ENHANCED CUSTOMER SERVICE
11:40 am - 12:05 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: AI-ENHANCED CUSTOMER SERVICE
12:10 pm - 12:35 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.
12:35 pm - 1:35 pm
NETWORKING LUNCH
1:35 pm - 2:15 pm
PANEL DISCUSSION: DELIVERING LONG-TERM VALUE THROUGH ENGAGEMENT INITIATIVES
Katheryn Thomas -
former Senior CRM Manager,
L'Occitane
Ben Dales - Head of Digital Marketing, Persimmon Homes
Nessa O’Gorman - Director, Product Management, Expedia
Jen Brown - Director, Marketing Consultancy, Engaging Interactions
- 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
