Day 2
8:00 - 8:30
Breakfast & Networking
8:30 - 8:40
Chair's Opening Remarks
James O'Connor -
Co-Founder & Chief Growth Officer,
AmplifyXM
8:40 - 9:10
Keynote Presentation | Breaking Down Silos, Connecting Customer Journeys
Jivesh Juneja -
Head of Data Products,
Nissan Motor Corporation
9:10 - 9:40
Panel Interview | Strategies To Maintain Customer Engagement In A Digital Age
Samantha Bailey -
Director of Stadium Revenue,
Tottenham Hotspur Football Club
Guy Hough - Head of Premium and Guest Experience, Tottenham Hotspur F.C.
- Build digital experiences that deliver high value in single interactions, ensuring they are seamless, memorable, and leave a lasting impression.
- Use data and insights to anticipate customer needs and trigger meaningful, timely outreach to maintain visibility and relevance
- Extend your brand’s presence beyond transactional moments by offering content, tools, or services that customers can engage with periodically, even when they don’t need direct support
9:45 - 10:15
1:1 Business Meetings
How to take more of a customer-centred approach to designing service and driving end-to-end optimisation in the customer journey, making sure key learnings are leveraged through every single interaction to reduce friction.
10:55 - 11:25
1:1 Business Meetings
11:30 - 12:30
Panel Discussion | Building Resilient Customer Service Frameworks That Balance Cost Pressures & Customer Demands
Nathan Rundle -
Chief Executive Officer,
Gigaclear
Damian Hall - Senior Director, Global Consumer Experience, SharkNinja
Pierre Coppin - Senior Director, Strategy & Operations - Customer Service Group, Sky
Customer service leaders today face mounting pressure to do more with less, creating leaner models that scale without compromising quality. While year-on-year cost reduction may offer short-term relief, building long-term resilience means reimagining service frameworks that balance operational efficiency with customer expectations. Sustainable strategies, smart investment and the right human-tech synergy can drive lasting impact.
- Why does long-term investment in service infrastructure mean more than cost-cutting?
- How can we design customer service frameworks that deliver high-quality outcomes at lower operational costs?
- Where should human and technological elements intersect to maximise efficiency and elevate experience?
As AI becomes a core part of service delivery, performance metrics must evolve. We’ll explore how to adapt classic KPIs for both human and AI agents and whether behavioural metrics can (or should) apply to machines.
13:05 - 14:05
Networking Lunch
14:05 - 14:35
1:1 Business Meetings
14:40 - 15:10
Fireside Chat | Fuelling Customer-Centric Cultures by Aligning Teams, Leaders & Strategies Around Shared Priorities
Louise Walsh -
Chief Customer Contact Officer,
Utilita Energy
Ben Hick - Head of Customer Excellence, TUI Musement
Your CX approach is as good as the teams working to deliver it. By embedding customer-centricity at the core of your teams’ motivations, your leaders’ ethos and your strategies is essential for effectively and efficiently delivering CX which drives both customer satisfaction and commercial results.
- Where do you start to build customer-centricity? Employees, with the customer data, or elsewhere?
- How do you invest in people, hyperlocal or empowered, to make decisions with customer-centricity at the heart?
- How do you empower your key CX staff to ensure they are engaged and involved in your company’s culture, and how can this impact what they deliver?
15:10 - 15:40
Presentation | Scaling Customer Experience Through Strategic Simplification
Abdul Khaled -
Head of Digital Customer Experience & Digital Products,
Eon Next
In today’s customer-centric organisations, every function plays a role in shaping experience. However, with increasingly complex systems, tools, and team structures, delivering seamless service can be hindered by internal complexity. This session explores how simplifying processes and empowering teams can unlock scalable, high-impact experiences.
- How to refine and align processes for clarity, speed, and effectiveness
- Optimise technology and workflows to reduce friction and elevate service delivery
- Techniques for structuring teams and responsibilities to foster accountability and agility
