AI-Driven Agents, Human-Centered Service
July 15 - 16, 2025
| Free CX Network Webinar Series
Suzanne Edmondson
Senior Client Partner Capita
Suzanne Edmondson is a transformative leader with over two decades of experience in customer service across the telco, utilities, and retail sectors. Currently leading client operations for VM02 and M&S at Capita, Suze brings a wealth of expertise in managing high-performing onshore and offshore teams, delivering exceptional service outcomes at scale.
A former industry practitioner at The Very Group and British Gas, Suzanne has a proven track record of spearheading complex business and cultural change programmes. With her deep industry insight and a focus on practical innovation, she partners with clients to create measurable impact across the customer journey. Her leadership is defined by a passion for people, a commitment to operational excellence, and a relentless drive to embed behaviours that unlock team potential and deliver lasting impact.
Day One - July 15
9:30 AM Exclusive first look: Powering growth for a connected customer experience
Customer expectations are rising and organisations across industries are rethinking how they deliver value through experience.
Join this session for an exclusive, insight-rich session as they unveil findings from their latest research in collaboration with Everest Group: “Transform your customer engagement – a unified approach to CXM for Telecoms.” This is your first-look opportunity to access the report one week ahead of it’s public release.
The session will explore how intelligent, connected engagement is reshaping the customer experience landscape — and what it takes to move from fragmented operations to a unified, customer-first model. With expert observations, practical guidance, and a strategic roadmap, this webinar offers a timely perspective on how organisations can drive loyalty, retention, and growth through smarter CX.
Attendees will learn:
- How to overcome the cost of fragmentation and unlock growth through unified CXM
- The core tenets of a successful integrated CX strategy — from AI-driven orchestration to agile governance
- Real-world transformation insights from Freenet, including measurable outcomes and practical advice
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