Dr. Maryna Sharygina

Programme Manager Inclusive Technology & Strategic Policy Advisor UWV

Dr. Maryna Sharygina is an expert in transformation, talent development, and customer experience, currently managing the Platform for Inclusive Technology at the Dutch Employment Agency (UWV). Her mission is to create a more inclusive labor market in the Netherlands by connecting employers with the innovative technologies that empower people with disabilities.

Having lived and worked in multiple countries, Maryna is deeply passionate about lifelong learning, knowledge sharing, and thriving in multicultural settings. With a background of 13 years in academic leadership and a PhD focused on psychological safety and proactive behavior, she is far from a "typical" researcher or civil servant. Pragmatic, entrepreneurial, and deeply passionate about her work, she sets her goals with her head but leads her teams with her heart.

For over a decade, Maryna has been an active participant in the global tech ecosystem, frequenting events like SXSW, Web Summit, and the World AI Summit to build a robust network across startups and scale-ups. A frequent speaker at international events, she covers topics ranging from leadership and transformation to the future of CX. Maryna is looking forward to connecting with industry peers at Customer Contact Week Europe (CCW) this October.

Agent of the Future - Monday, 5th October 2026 [CET]

13:40 Presentation: Future-Proofing Your Skills in a Changing World of Work

The world of work is changing rapidly, with technology, shifting customer expectations, and social changes transforming how we connect and collaborate. In this inspiring session, Dr. Maryna Sharygina explores the concept of social thinning and what it means for the future of customer service and experience professionals. She will share insights into the skills that will become increasingly important, how roles are evolving, and how frontline professionals can build the confidence and capabilities needed to grow into future leaders.

Learning Objectives

Understand how social changes and technology are reshaping the future of work and customer interactions
Identify the human skills that will become increasingly valuable as routine tasks become automated
Explore how to build personal capabilities and leadership behaviours to grow within a changing workplace

Key Takeaways

A clearer understanding of how the future of work will impact customer contact roles and career opportunities
Practical insight into the skills, behaviours, and mindsets needed to remain adaptable and future-ready
Inspiration to take ownership of personal development and build confidence as future leaders

Summit Day Two - Wednesday, 7th October 2026 [CET]

13:50 Panel Discussion: Recognising and Supporting Vulnerable Customers

Organisations are increasingly expected to recognise and support vulnerable customers, whether due to financial hardship, health challenges, or accessibility barriers. This panel explores how organisations identify vulnerability, train frontline teams to respond appropriately, and design services that protect customers while meeting regulatory and ethical expectations. Panellists will share lessons on balancing empathy, compliance, and operational consistency.

Learning Objectives

• Reveal how organisations identify and support vulnerable customers

• Explore operational approaches to designing inclusive service experiences

• Discuss regulatory and ethical considerations in vulnerable customer support

Key Takeaways

• Insights into supporting vulnerable customers at scale

• Lessons from organisations building inclusive service models

• Considerations for balancing empathy, compliance, and operational efficiency

Check out the incredible speaker line-up to see who will be joining Maryna.

Download The Latest Agenda

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