Meet the Speakers

Conference Chair


Ted Hunting
Ted Hunting
Senior Vice President of Marketing
Bright Pattern

Speakers


Matthew Syed
Matthew Syed
Best Selling Author,
Thought Leader
Ian Pattle
Ian Pattle
General Manager, Customer Service and Strategy
Ocado
Patrick Houbrigts
Patrick Houbrigts
Global Customer Service Strategic Projects Director
Booking.com
Cathleen Doorenbosch
Cathleen Doorenbosch
Head of Shared Services
Deliveroo
Thomas Reby
Thomas Reby
Head of Product Support
Google
Chris Thewlis
Chris Thewlis
Chief Operating Officer
nPower
Tobias Voegtlin
Tobias Voegtlin
Head of Customer Servicing Operations, Lufthansa Group & CEO
Lufthansa InTouch
Dominik Bauersch
Dominik Bauersch
Head of Digital Customer Interaction
AXA
Stela Koleva
Stela Koleva
Vice President, EMEA Service and Support
SAP Concur
Michelle Huenink
Michelle Huenink
Director, Customer Service & Analytics, Customer Services & Support (CSS),
Microsoft
Roberto La Rosa
Roberto La Rosa
Corporate Global Call Centre Manager
Amplifon
Chiara Parodi
Chiara Parodi
Design Research Manager
Vodafone
Lisa Steele
Lisa Steele
Customer Service Director
BGL Group
Arancha Martín
Arancha Martín
Global Contact Center Manager
Telefónica
Antonio Barranco Rosales
Antonio Barranco Rosales
Global Manager Customer Support
PagoFX by Santander
Ricardo Felix
Ricardo Felix
Global Head Customer Support
PagoFX by Santander
Radu Ciocan
Radu Ciocan
Group Director Customer Operations
inwi
Mohamed Attia
Mohamed Attia
Global Head of Customer Operations
British Council
Manuel Moras
Global Workforce Manager
Openbank
Katalin Fritz
Katalin Fritz
Chief Customer Officer
Marley Spoon
Chris Carmichael
Chris Carmichael
Innovation Lab Manager
TUI Destination Experiences
Petra Mengelt
Petra Mengelt
Head of B2B - Business Relations
Mash
Balazs Szabo
Balazs Szabo
Head of Customer Experience and Digital Development
E.ON
Alberto Salviejo
Alberto Salviejo
Digital & Customer Experience Director for Europe
CEMEX
Ramón Delima
Ramón Delima
Vice President; Managing Director
Air France - KLM; Cygnific
Gayana Helder
Gayana Helder
Global Head of Customer Experience
IWG
Peter Halsor
Peter Halsor
Former Chief Customer Experience Officer
Riyad Bank
Stefanie Wallau-Drügh
Stefanie Wallau-Drügh
Head of Customer Insights and Tools
Deutsche Telekom
Benedikt Dormann
Benedikt Dormann
Director Global Customer Service
N26 Group
Claudia Belardo
Claudia Belardo
Vice President Business Transformation
IFS
Nathan Turner
Nathan Turner
Operations Manager, Customer Services
Zynga
Philip Purdy
Philip Purdy
Head of Customer Care
Urban Sports Club
Peter Evans
Peter Evans
Head of Continuous Improvement
LEGO
Konstantinos Fineskos
Konstantinos Fineskos
Global Head of Customer Service Centers
Philip Morris International
Jason Roberts
Jason Roberts
Head of Contact Centre Operations
Dixons Carphone
Kati Packalen
Kati Packalen
Head of Customer Experience
Post Nord
Anton Homma
Anton Homma
Global CSC Customer Knowledge & Insights Manager
IKEA Group
Joanna Macleod
Joanna Macleod
Former Chief Transformation Officer
American Express Global Business Travel
Marcin Kupczak
Marcin Kupczak
Head of Global Customer Service
FlixBus
Alexandra da Silva Rodrigues
Alexandra da Silva Rodrigues
Strategical Advisor for Global Contact Centers
Radisson Hotel Group
Darko Popovic
Darko Popovic
Group Head of Customer Service
Ferratum Bank
Adam Taylor
Adam Taylor
Managing Director
Vericall
Ed Creasey
Ed Creasey
Director of Pre Sales
Calabrio
Matthew Syed
Matthew Syed
Best Selling Author,
Thought Leader
Ruth Zive
Ruth Zive
Head of Marketing
Ada