20th - 21st April 2020

Hilton Syon Park, London

See 2019 Agenda

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Speakers

The speaker panel for the 2019 Exchange was developed following months of extensive research with the senior CX community. If you would like to be considered as a speaker for 2020, or have any questions about the agenda, please email us at exchangeinfo@iqpc.com or call +44 (0) 207 368 9484.

2020 Speakers

Indie Rai

Indie Rai
Head of Customer Service
The White Company

Andrew Mann

Andrew Mann
Head of Insight & Loyalty
M&S

Debbie Bond

Debbie Bond
Chief Commercial Officer
Lovehoney

Darren Moorghen

Darren Moorghen
Lead Business Analyst
AO.com

Keith Milum

Keith Milum
Director of Customer Services
N Brown Group

Laura Harborne

Laura Harborne
Head of Customer
The Works Store

Past Speakers

Oliver Fehl

Oliver Fehl
Senior Director Retail Concepts
Adidas

Doris Roesner

Doris Roesner
Global Head of Retail
Lindt

Ray Biggs

Ray Biggs
Head of Contact Centers
John Lewis

Hannah Dawson

Hannah Dawson
Customer Service Manager EU, Urban Outfitters, Anthropologie Group, & Free People
URBN

Maria Murphy

Maria Murphy
Head of User Experience
Feelunique

Natalie Berg

Natalie Berg
Retail Analyst and Founder
NBK Retail

Rachel Scoffield

Rachel Scoffield
Head of Customer Experience
Papier

Bas Karsemeijer

Bas Karsemeijer
Head of Data
Hema

Helen Zuurmond

Helen Zuurmond
Head of CRM and Customer Services
Hema

Sarah Metcalfe

Sarah Metcalfe
Chief Happiness Officer and Head of Customer Service
Sure Petcare

Nina Jones

Nina Jones
Customer Experience Director
Formerly of Microsoft

Andrea Picchi

Andrea Picchi
Head of User Experience
River Island

Claire Hill

Claire Hill
Customer Experience Director
Studio Retail

Julian Highley

Julian Highley
Data & Insights Director
Clarks

Jonathan George

Jonathan George
Head of Customer Contact
Wilko

James Dodkins

James Dodkins
Founder
ROCKSTAR CX

Helen Dickinson OBE

Helen Dickinson OBE
CEO
British Retail Consortium

Reem Asaad

Reem Asaad
CEO
Raya Contact Center

Tom Enright

Tom Enright
Research Vice President, Global Supply Chain Strategies
Gartner

Kate Ancketill

Kate Ancketill
CEO & Chief Story Teller
GDR Creative Intelligence

Reuben White

Reuben White
VP Enterprise, North EMEA
LivePerson

Darren Cooper

Darren Cooper
Director of Industry Solutions
Stibo Systems

Tim Norris

Tim Norris
VP Sales EMEA
mParticle

Erica Livermore

Erica Livermore
Customer Experience and Intelligence Director
Virgin Active

Mike Massimi

Mike Massimi
Customer Experience Director
PhotoBox

Ben Hill

Ben Hill
Regional Sales Director
goMoxie.com

Olivier Mourrieras

Olivier Mourrieras
Customer Experience Coach
TribeCX

Laura Gillespie

Laura Gillespie
Director
Kokoro Global

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London SW1V 1JZ
Telephone: +44 (0) 207 368 9484
Fax: 44 (0) 207 368 9301
Email: exchangeinfo@iqpc.com

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