Discover how customer centricity can evolve from a slogan everyone repeats into something your organisation actually does, one decision at a time. In this hands on session, participants will work in small groups to run a real customer situation through a simple six pillar system, identifying where the customer falls through the gaps and the practical moves that turn good intentions into clear, owned action that anyone can use the next day.
BIO
Ilenia Vidili is a sought-after customer-centricity advisor, keynote speaker, and author of Journey to Centricity. With an extensive background in corporate marketing and customer experience for various multinationals, Ilenia gained a deep understanding of consumer behaviour. Through her advisory, masterclasses, and speaking services, she helps companies across the world become customer-centric by streamlining processes, turning product mentalities into people mentalities, and finding practical ways to create more value for their customers. Audiences describe her keynotes as very engaging, inspiring, and practical. Ilenia is also a guest lecturer at universities and a LinkedIn Learning instructor.
Humanising the customer experience in an AI World.
Steve Catchick – BIO
Steve has been at the front line of customer service for over 25 years, mostly with technology companies. His award- winning customer care programme at IBM, contributed to a substantial increase in sales, Increased customer satisfaction scores and a record high employee morale. He is a member of the Professional Speaking Association and Distinguished Toastmaster with Toastmasters International. His premise is everyone is in sales, everyone is in service and everyone contributes to profit. He promotes the customer experience as the biggest differentiator you have over your competitors. Steve is a military veteran, having served 11 years in HM Forces.
Clinton Wingrove – BIO
Clinton is a master trainer, professional speaker, published author, coach, and HR Consultant. He has invested over four decades observing, researching, and analysing how and why people perform as they do. Applying contemporary behaviour engineering principles, he has worked with thousands of individuals, in hundreds of organisations, and in 14 countries – optimising individual, team and organisational performance and accelerating their development in healthy and ethical workplaces. Clinton is co-author of “SuperTeams: Using the principles of RESPECT to unleash explosive business performance” and author of “Impact Virtually; How to maximise your impact without going anywhere.”
Whether it’s encouraging employees to adopt new systems and processes, or helping customers embrace portals, online appointment booking, self-service and digital channels, success often comes down to one thing: getting people to do something differently.
Kirsty Ferguson – BIO
Kirsty Ferguson is an Account Director at Premier CX, working with contact centres and customer experience teams across the UK to improve customer engagement and reduce avoidable demand. Having worked closely with organisations across utilities, retail, healthcare, financial services and the public sector, she has seen first-hand why customers contact organisations and what prevents them from successfully self-serving. Her work focuses on helping organisations create customer journeys that are clear, accessible and engaging, increasing adoption of self-service channels while improving customer satisfaction. Kirsty brings a practical perspective on customer behaviour, digital engagement and creating experiences that genuinely work for customers.
Adam Lane – BIO
Adam Lane is an experienced transformation and service delivery leader with a career spanning retail, healthcare and veterinary services.Following more than 17 years at Selfridges, where he supported technology and customer experience initiatives, Adam moved to Sciensus, helping deliverservices in a highly regulated healthcare environment. Today, as IT Service Delivery Manager at Linnaeus, part of Mars Veterinary Health, he focuses ontechnology adoption, colleague enablement and operational improvement across a large and complex organisation. Passionate about communication,engagement and change, Adam has successfully used video and digital learning to improve training, drive consistency and support better outcomes foremployees and customers alike.
Every organisation is being told to “add AI to customer experience” there is real pressure to get this right. Most customer journeys don’t fail because the model is bad. They fail because the ecosystem around the model, the people, the process, the ownership, and the design, was never thought through. Kelly and Antony take the audience from a very human moment, from “where is my order?” to a practical framework of seven design principles that every CX team can act on. From designing for the moment the conversation breaks down to solving the customer’s problem rather than the business’s pet peeve to knowing exactly when AI should step aside for a human. You’ll leave with a clear reminder that you don’t have to automate everything; you just have to leave the process better than you found it.
Kelly Hazelton – BIO
Kelly Hazelton is a Contact Centre Sales Specialist at Zoom, where she partners with organisations across the UK and EMEA to design and deliver transformative customer experience solutions. Specialising in Zoom’s Contact Center and Virtual Agent technology, Kelly works closely with customers to modernise omnichannel engagement, integrate AI-driven virtual agents. Known for her hands-on, detail-driven approach, she bridges sales, product, and technical teams to ensure every deployment delivers real operational impact.
Antony Vigar – BIO
Antony Vigar is a Contact Center Sales Manager covering the UK, Benelux and South Africa Regions at Zoom. With two decades dedicated to helping companies deliver exceptional customer service, Antony has guided organisations through evolving technology landscapes—balancing infrastructure transformation with shifting customer communication preferences. His focus remains on aligning innovation with genuine service excellence, ensuring businesses stay both technologically current and customer-centric in an ever-changing communications environment.
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.
Many businesses consider WhatsApp as ‘just another channel’ and overlook the power and cost advantages of automation and integrations. Join us for ademonstration of the art of the possible.
BIO
I was Meta’s 3rd employee in Europe responsible for building the WhatsApp Business Platform strategy and, partner channel and go-to-market proposition across EMEA from zero to a multi-million business. I have advised on many of the biggest and most successful WhatsApp implementations, seen what works,(and what doesn’t) for multiple end clients. Now I use that experience to advise companies on the best of breed in technology and best practice to leverage the platform at scale.
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.
