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 - 9:50 am
PANEL DISCUSSION: FRONTLINE INSIGHTS: UNMASKING THE REALITIES OF CUSTOMER SERVICE AGENTS
- 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.
9:50 am - 10:25 am
PANEL DISCUSSION: HOW CROSS-FUNCTIONAL TEAMS ARE UNITING TO DRIVE EXCEPTIONAL END-TO-END CUSTOMER ENGAGEMENT
Customer engagement doesn’t happen in a silo - it’s the result of cohesive strategies across marketing, insight, CX, and contact centres working together. This session will bring together leaders from these functions to discuss how breaking down barriers and aligning efforts can create seamless, meaningful customer engagement at scale.
- Learn how cross-functional teams can collaborate to create a unified customer experience and increase customer loyalty.
- Understand how to practically share insights and customer data between functions for more effective engagement strategies and improved service delivery.
- Explore a cross-functional approach to personalisation and driving customer satisfaction across marketing campaigns, customer service interactions, and digital journeys.
- Hear real-world examples and solutions for overcoming the barriers that prevent teams from working together effectively.
10:25 am - 11:05 am
REFRESHMENTS & NETWORKING
TRACK A: MAXIMISING STRATEGIC IMPACT
11:05 am - 11:45 am PANEL DISCUSSION: ONE CUSTOMER, ONE TRUTH: CRACKING THE CODE ON UNIFIED DATA & INSIGHTS- Discover how to consolidate data from multiple sources to create a single, comprehensive customer view, from CRM to contact centre insights and beyond.
- Learn techniques to transform raw data into actionable insights that drive personalised strategies and impactful decision-making.
- Explore real world examples of leveraging unified customer data to enhance decision making, strategic planning and other business outcomes.
TRACK A: MAXIMISING STRATEGIC IMPACT
11:50 am - 12:15 pm PRESENTATION: THE KEY TO UTILISING PREDICTIVE ANALYTICS TO ANTICIPATE CUSTOMER NEEDS & DRIVE PROACTIVE ENGAGEMENT- Discover successful case studies on how predictive analytics can forecast customer behaviours, preferences, and needs.
- Learn to identify patterns in data that enable proactive, personalised customer experiences.
- Explore tools and strategies for embedding predictive insights into CRM, marketing, and CX operations.
TRACK A: MAXIMISING STRATEGIC IMPACT
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.
TRACK B: EMPOWERING CUSTOMER-CENTRIC TEAMS
11:05 am - 11:45 am PANEL DISCUSSION: DISMANTLE SILOS & EMPOWER TEAMS TO DRIVE EXCEPTIONAL CUSTOMER SUCCESS Melda Sofuoglu - Global Senior Manager, Expert Resolution, VodafoneSabina Onwuka - Head of Customer Services, London Borough of Barking & Dagenham
Jessica 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 B: EMPOWERING CUSTOMER-CENTRIC TEAMS
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 B: EMPOWERING CUSTOMER-CENTRIC TEAMS
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 C: ENGAGEMENT AND PERSONALISATION
11:05 am - 11:45 am PANEL DISCUSSION: DELIVERING LONG-TERM VALUE THROUGH ENGAGEMENT INITIATIVES Katheryn Thomas - Senior CRM Manager, L'OccitaneBen Dales - Head of Digital Marketing, Persimmon Homes
Nessa O’Gorman - Senior Product CRM Strategist (Customer Data & Intelligence Services), 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.
Nessa O’Gorman
Senior Product CRM Strategist (Customer Data & Intelligence Services)Expedia
TRACK C: ENGAGEMENT AND PERSONALISATION
11:50 am - 12:15 pm PRESENTATION: ONE SIZE FITS NONE: HOW TO DELIVER UNFORGETTABLE PERSONALISED EXPERIENCES- Explore how to go beyond algorithms to create truly delightful and unexpected customer moments.
- Learn the art of crafting personalised surprises that foster loyalty and excitement.
- Discover how to balance technology with a human touch to keep customers engaged and amazed.
TRACK C: ENGAGEMENT AND PERSONALISATION
12:20 pm - 12:45 pm PRESENTATION: HOW TARGETED MICRO-MOMENTS OF ENGAGEMENT CAN MAKE A MEGA-IMPACT ON CUSTOMER EXPERIENCE- Discover the power of personalising ‘micro-moments’ to drive meaningful customer connections.
- Learn how small, targeted interactions can have outsized effects on loyalty and satisfaction.
- Explore creative examples of brands using micro-engagement to make a big impression.
TRACK D: AI-ENHANCED CUSTOMER SERVICE
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 D: AI-ENHANCED CUSTOMER SERVICE
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 D: AI-ENHANCED CUSTOMER SERVICE
12:20 pm - 12:45 pm PRESENTATION: ELEVATE SELF-SERVICE & ENHANCE CUSTOMER EXPERIENCE WITH HUMANISED AI Ashwin Peter - Senior Product Lead - Payments Strategy & Customer Experience - Energy Platforms, British GasLeveraging 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.
Ashwin Peter
Senior Product Lead - Payments Strategy & Customer Experience - Energy PlatformsBritish Gas
12:45 pm - 1:45 pm
NETWORKING LUNCH
1:45 pm - 2:20 pm
HUMAN SPECTROGRAM: A LIVE CX DEBATE – WHERE DO YOU STAND?
In this dynamic and interactive session, the entire audience will become part of the conversation in a live human spectrogram activity. Led by an expert moderator, you'll be invited to position yourself along a spectrum of opinions - ranging from ‘strongly agree’ to ‘strongly disagree’ - in response to a series of thought-provoking statements about the state of CX.
As you choose your position, you'll have the chance to engage with your peers, share your perspective, and hear diverse viewpoints on what’s working and what’s not in customer management. It’s a unique opportunity to discuss real-world challenges, exchange ideas, and gain new insights from your colleagues.
Discussion topics will include some of the most pressing issues facing CX leaders today, such as data unification, personalisation, generative AI, employee experience, and more. The session will spark meaningful dialogue, uncover differing perspectives, and help shape your approach to customer experience strategies.
