Speakers
October 2025
Speakers from our last event
Unlock the power of AI in CX! Designed for CX leaders, this talk delivers essential insights, real-world examples and strategies to stay ahead in creating exceptional, data-driven customer experiences.
BIO
Rachel is a forward thinking CX Consultant, Writer, Trainer and Speaker dedicated to helping organisations to deliver exceptional customer experiences. Recognised as a Top 25 Global CX Influencer in 2023 and 2024, she has contributed to MyCustomer.com, CXM, and Call Centre Helper Magazine. With over 15 years of experience in financial services, complaint handling and government, Rachel brings a wealth of expertise in client and customer relations.
She founded The Experience Corporation to elevate customer experiences for company’s across industries and has worked with clients such as the UK’s National Health Service.
Our regular global temperature check of customer needs looks at what they expect from customer experience, channel preferences, their attitudes to innovations such as AI and the metaverse, and what it means for the future contact centre.
BIO
In her long and varied career at BT Nicola has done many jobs, including futurology, research, usability, customer service, marketing, and business consulting. She was involved with some BT firsts, including the first application of artificial intelligence into BT’s call centres, BT’s initial experiments with home working, and helping to develop BT’s “net easy” score, a new way of measuring customer experience. She currently looks at innovation in both employee and customer experience for BT’s Business customers.
She is the author of over 50 papers and 1 book, an award-winning presenter, and a judge on numerous award panels. In both 2020 & 2021 she was listed as one of the top 20 UK CX Influencers by CX Magazine.
WhatsApp has been transformative for businesses globally, changing the way that companies interact with their customers. Multiple case studies have shown results such as 35% savings in overall call centre costs, 2x agent efficiency improvements and 82% increases in CSAT scores. So why is the UK behind this trend?
BIO
Gareth previously ran the WhatsApp Business Platform Team in EMEA, working with both the largest partners and end users, and is genuinely one of a handful of world experts in the field, having architected many of the biggest and most successful WhatsApp deployments in EMEA.
Now at Premier CX Gareth believes the UK is significantly behind the rest of the world in realising the value that WhatsApp can bring to businesses in terms of both cost savings in call centres and new revenue generation in sales and marketing and is on a mission to change that.
Is Your Customer Service Stuck in the Past? Customer expectations are soaring, but siloed legacy systems are holding your team back. This frustration translates to dissatisfied customers and missed opportunities.
Break free and join this webinar for senior customer service and IT leaders with Freshworks at the wheel. We’ll explore how AI-powered all-in-one solutions can transform your operations and modernise your customer service strategy by providing the channels that your customer love.
Discover:
Luke Hyde – BIO
With over a decade working in the customer experience software industry, Luke has a strong interest in psychology, people, and cutting-edge CX technologies, and especially how they can be used to enhance the overall customer experience.
Aslesha Nargolkar – BIO
With over a decade of experience in customer solutions and software development, Aslesha focuses on the CX platform of Freshworks and specialises in enhancing customer experience by combining her technical expertise with a passion for delivering exceptional client value.
Why are you in business from your customers’ perspective? Why would customers choose your business over your competitors’? What attitudes and behaviours should your business be adopting to ensure potential customers always choose you? In an increasingly commoditised and transparent marketplace businesses can’t just rely on product and price to differentiate themselves. Creating a powerful reputation so that you are proactively chosen by your customers is critical for long term success.
Andrew McMillan – BIO
Andrew started his career as a management trainee with the John Lewis Partnership, moving to the head office to take charge of the department stores’ customer-centric Intelligence Team. Andrew was then asked to lead on customer service for the department store division. Over the next eight years the role saw him develop JLP’s market-leading culture and attitude towards customer service and sales. That customer-driven culture is something that is synonymous with the John Lewis brand and during his tenure John Lewis won many awards for customer service and were frequently cited in the media as a leading customer oriented organisation. In 2012 Andrew set up his own consultancy specialising in employee engagement, customer experience and the leadership to create the link between the two.
Tiffany Markman – BIO
If you’re impressed by award wins, you should know that Tiffany Markman was the Most Effective Copywriter in Southern Africa in 2022…and the best in Africa in 2023. Happily self-employed for 19 years, Tiffany has written for 570 brands in 16 countries and trained 36000 people so far. A sought-after international keynote speaker, she’s known for her energetic, practical and humorous talks and keynotes on creativity, digital marketing, branding and business. Tiffany loves strong black coffee, sharp pencils with erasers on the end and beginning sentences with conjunctions like “And” and “But”.
Jess Figgins – BIO
As a CX Improvement Professional, it is key to have a passion for all things Customer Experience. With a Customer Experience and Service background, I have a passion for doing all things right by the customer and to ensure all decisions have the customer at the heart, along with the right data to make the right decisions. I am a firm believer that actions should be driven by the voice of the customer to build loyalty and satisfaction.