Customer Engagement Summit 2019 | Engage Customer | 11 November 2019 | Westminster Park Plaza, London, 200 Westminster Bridge Rd, Lambeth, London SE1 7UT, UK

With a year that’s so far been filled with GDPR regulations changing the way that every organisation operates, as well as AI becoming more frequently used than ever before, it’s understandable to be at a crossroads in terms of where to go next with your customer engagement strategies.

The first 2 day Customer Engagement Summit was a huge success, with delegates being able to enjoy more world class content than ever before. Attending the Customer Engagement Summit provided a unique experience that could only be found at Europe’s largest event dedicated to customer and employee engagement professionals. With 90+ speakers across 4 topic halls and 24 topic streams, our industry experts delved deeper into the hottest trending topics, which allowed delegates to head back to the office equipped to take their customer experiences to the next level.

The overarching theme of this year’s case-study led CPD accredited Summit related to our people, and how coupling the potential of our workforce with new technology can lead to competitive gain.

2019 Speakers

HALL CHAIRS:

Martin Hill-Wilson
Founder, Brainfood Consulting

Manuela Pifani
Founder and Managing Director, CXellence Consulting

Gerry Brown
Chief Customer Rescue Officer, Customer Lifeguard

Kate Jones
Head of Communications and Corporate Affairs, Tarmac

Stephen Robertson
CEO, The Big Issue Foundation

SPEAKERS:

Wally Brill
Head of Conversation Design Advocacy & Education, Google

Gerry Wisniewski
Managing Director for Technology in the UK & Ireland, Edelman

Greg Reed
CEO, HomeServe

Tanu Gupta
Head of Customer Culture & Change, Google Cloud

James Lamon
Head of Content, BuzzFeed

Dr Nicola Millard
Head of Customer Insight & Futures, BT

Nick Macfarlane
Head of Customer Service Operations, Sky

Louise Oliver
Project Manager & Customer Experience Business Lead, Anglian Water

Anna Wilcox
Head of Customer Experience, Bupa

Andrew McGuigan
Director of Advocate & Engineer Engagement, Microsoft

Mark Billingham
Group Customer Operations Director, Shop Direct

Richard Stollery
Customer Experience Director, Share UK

Lilia Dikova
Head of Digital, Make It Cheaper

Keith Gait
Customer Service Director, Stagecoach

Jo Moffatt
Co-Strategy Director and Radio show host, Engage for Success

Dee Malone
Chief Customer Officer, Yell Ltd

Eliška Dočkalová
Head of CS Innovations, Kiwi.com

Ben Lappin
Head of Retention and Customer Experience, The Guardian

Afeef Hussain
Regional Director of Training, Development and Quality Assurance, LUX* Maldives Resorts and Hotels

Susan Stockwell
Group Director of Customer Services and Operations, The Hyde Group

Stella Creasey
Global Voice of the Client Lead, Fidelity International

Jessica Poore
Head of Customer Marketing, Virgin Media

Neil Gregory
Head of Customer Happiness, Naked Wines

Matthew Gardiner
CEO, Catch London

Louise Ferguson
Executive Assistant to CEO, Henshaws

David Catongiffgaff
Head of Proposition, CRM & Loyalty

Paul Harvey
Head of Insight and Analysis, WWF-UK

Lynne Cook
Head of Marketing, Skipton Building Society

Nick Milne
Director, Customer & Marketing Analytics, Samsung Europe

Sophia Pilkington-Miksa
Head of Customer Experience, Bought By Many

Joe Rice
Data & Enterprise Solutions, Twitter

Anna Fenten
Head of Brand, Marketing & Communications, Searcys

Antony Antoni
Global Brand Lead, World Animal Protection

Dana Zabet
Senior UX Designer, John Lewis

Will Travers
President, Born Free Foundation

Daisy Donald
Head of Customer Experience Research, Financial Times

Angel Lozano
Director Of Institutional Advancement, TASIS The American School in England

Riccardo Brenna
Head of Insights, Intelligence, and Innovation, Ferrero UK&I

Luke Adebiyi
Client Engagement Lead, Business Development, Capital International Group

Richard Rowley
Managing Director, Census Life

Rosie Bailey
Director of Customer Management, CitySprint

Claire Davey
Director of Direct Distribution, Skipton Building Society

Alan J Whitaker
CEO, Billion Child Foundation

Jozef Brodala
Community Manager, Forza Football

Harriet Rowe
UK Customer Transformation Programme Manager, National Grid

Beth Jones
Group Head of Customer Experience, Arnold Clark Automobiles Limited

Helen Wilson
Global Chief Experience Officer, Ipsos

Moira Clark
Director, Henley Business School

Pete Doyle
Founder & CEO, Social Retail Group

Herbert Verschuren
MVP Customer Marketing, KL

Richard Spencer
Director, About Loyalty

Aimee Symonds
Head of Internal Communications, Intellectual Property Office

Rafael Espesani
Senior Brand Manager, Gum & Candy, Mondelēz International

Oli Lewington
Director of Marketing and Communications, Cystic Fibrosis Trust

Victoria Powell
Customer Care Team Lead, Lyst

Clive Grinyer
Head of Programme for Service Design, Royal College of Art (RCA)

Charlotte Tickle
People Director, Riverford

Sally Earnshaw
Managing Director, Blue Sky

Marc Thornborough
Brand Director (Independent sector), Auto Trader Group plc

John White
Consulting Director, Customer Experience, Kantar

Claire Sporton
SVP of CX Innovation, Confirmit

Sandra Lynes Timbrell
Director of Visitor Experience, Shakespeare's Globe

Birgit Bucher
International Marketing Manager, Messenger

Bethany Hibbert
Customer Experience & Operational Lead, Auto Trader Group plc

Richard McCrossan
Global Digital Lead, Genesys Digital

Niall Cluley
Managing Director, Dragonfish

Martin Perry
Chief Executive, Brighton & Hove Albion Football Club

Nicola Whitbread
Operations Manager, Census Life

Matt Hale
Head of Visitor Experience, Southbank Centre

Angelica Reyes Froment
Head of Marketing, Freshworks Europe

Ben Kay
Director of Brand and Customer Engagement, Ex Thames Water

David Wales
Founder, SharedAim Ltd

Almir Muminovic
Vice President Member Services, Tide

Teon Rosandic
Vice President, Sales EMEA, Talkdesk

Matt Jenner
Learner Experience Lead, FutureLearn

Bruno Gorgulho
Head of Solutions, Exponea

Andrew Hall
UK Evangelist, Odigo

Carly Gibbs
Head of Guest Experience, Enjoy-Work

Douglas Mancini
Vice President Sales EMEA, Critizr

Ian Naylor
Head of Customer Operations Excellence, Booking.com

Nicholas Brice
Keynote speaker, Facilitator and Consultant, 360 Degree Vision

Clare Bowers
Internal Communications Manager, Zoological Society of London

2019 Sponsors

• Dotdigital
• Yakara
• Noble Systems
• Sign Solutions
• Giosg
• Davies Hickman
• Dragonfish
• Exponea
• Messenger People
• Critizr
• Equinti
• Avaya
• Odigo
• X2O Media
• Talkdesk
• freshworks
• Genesys
• Bosch
• Confirmit
• Blue Sky
• Upland Rant & Rave
• Kantar
• Eptica
• Capita