Awesome Women to Follow in CX 2024
Throughout March, Women’s History Month, we’ll be using our platform to promote diversity, equity, and inclusion within Customer Experience and Technology, addressing the structural factors that inhibit women’s ability to thrive.
This year, we’re focusing on imposter syndrome, something often misconstrued as an issue we just have to “get over”, rather than what it really is – a byproduct of systemic issues such as workplace bias and the ‘othering’ of women.
Contrary to widespread belief, our industry is male-dominated, with only 30% of CX professionals in management being female, and a lesser 12% making it into senior leadership.
So, with the odds stacked against us and working in a field in which we’re constantly tasked to prove the value of our work, demonstrate ROI, and secure leadership buy-in, it’s no wonder so many of us experience imposter syndrome. In fact, our 2023 member survey revealed that 84% of respondents experienced imposter syndrome.
But amidst these challenges, there’s inspiration to be found.
This Women’s History Month, join us in championing the incredible women leaders, experts, and practitioners in our industry. Women who are challenging pervasive stereotypes, advocating for women in the pipeline of CX, and paving the way for a more inclusive future.
Without further ado, allow us to introduce this year’s 63 Awesome Women to Follow in CX…
Leonora Gouveia | Senior Business Solutions Manager, SAS
With nearly two decades of experience in MarTech across diverse industries such as retail, finance, insurance, telecom, and more, Leonora brings a unique perspective to the table. She sees technology not just as a tool but as a powerful catalyst for fostering meaningful connections between brands and customers.
Throughout her career, Leonora has been instrumental in supporting organisations worldwide, automating and scaling processes to better understand customer needs and engage with them based on their preferences. Her meticulous attention to detail and passion for customer-centric decision-making define her approach.
As a lifelong learner, Leonora finds joy in her role at SAS, especially in connecting with customers. Discovering how technology can enrich their lives and, in turn, improve their customers' customer experiences is a source of inspiration for her. MarTech and AI are not just buzzwords; they are part of her daily conversations.
Beyond her professional journey, Leonora is not just a tech enthusiast but a wife and mother of two little girls and a Maltese terrier. She loves exploring the realms of customer experiences, baking, and dancing, and she wants to share this vibrant spirit with our community.
Adesua Oriaifo | Head of Customer Success, Sterling Bank
Adesua is a distinguished leader in the realm of CX, boasting an illustrious 7-year career within the financial services industry. Recognised as a seasoned payment specialist, she has cultivated an in-depth expertise in crafting seamless customer experiences.
Having contributed her skills to esteemed institutions such as Access Bank, Adesua currently stands at the forefront of innovation within Sterling Bank and this has been marked by a series of groundbreaking initiatives, driving notable service enhancements, and fostering remarkable revenue growth.
Adesua recently spearheaded the establishment of a 24/7 customer service team dedicated to addressing customers’ needs promptly and orchestrating profoundly impactful customer journeys.
Beyond her professional commitments, Adesua is a passionate educator, sharing her knowledge about financial literacy, and a devoted mentor, particularly to young women.
Outside of her career, she finds solace in the realms of literature, music, and writing. Recognised for her exceptional writing skills, Adesua has penned articles that resonate deeply with readers, touching and transforming lives. Her educational journey is marked by academic excellence, holding a degree in Microbiology from Obafemi Awolowo University (OAU) and an MBA from the prestigious University of the People in California, United States.
Adesua is not only a Chartered Banker, from the Chartered Institute of Bankers of Nigeria (CIBN), but also holds the distinction of being a certified Customer Experience Specialist (CXSTM) from the CX University.
Neha Dutta | Vice President, Customer Experience Transformation, EXL
As an unwavering advocate for driving remarkable customer experience transformations, Neha brings over two decades of industry leadership across seven industries to the forefront of innovation. Her tenure has been marked by a consistent ability to reshape the way organisations engage with their customers, harnessing the power of CX and General AI to create transformative strategies.
Leading CX transformation, Neha specialises in clarifying complex CX technologies into practical strategies, helping organisations move through digital spaces effectively. She focuses on integrating technology with a human touch to improve interactions and deepen brand-customer relationships.
As a member of Chief and a leader of the Women in Tech New Jersey chapter, she’s committed to nurturing inclusive environments where diverse perspectives fuel innovation and growth. Her recognition as one of the ‘40 under 40’ is a testament to her commitment to excellence and impact in the technology space.
Amélie Beerens | CX Design & Leadership Coach, Brazen Leaders
Fourteen years in CX leadership roles across ten industries, coupled with solid digital expertise and an additional seven years in coaching, equals Amélie.
She's obsessed with putting humanity at the core of everything she does. Amélie is a CX Design and Leadership coach who empowers ambitious professionals to take action, gain confidence, and deliver with radical human-centricity.
Each week, she takes on the relentless pursuit of unsustainable growth through her forward-thinking content and useful resources. You can tune into her podcast, ‘Brazen Leaders - The Human Edge’, and subscribe to the ‘Leader Attitude’ newsletter, which is like having a personal coach right in your pocket.
She's active on LinkedIn daily, sharing valuable content with her online community and she's the Founder behind the ‘Brazen Leaders Incubator’, a vibrant community for ambitious women leaders. In this space, she empowers women to take back 10 hours of their week, lead with rock-solid confidence, fully embrace their values, and chase their dreams without holding back.
Susanna Baque | Senior Director Global Customer Experience, SCIEX
Susanna is the global leader of Customer Experience at SCIEX, a Danaher Company. She has worked in the life sciences industry for 25 years in different customer-facing functions, from manager roles within sales to technical support and finally, customer experience.
She has a PhD in Chemistry and Biochemistry, and she started her career as a researcher and Professor of Biochemistry at the University of Barcelona. She’s been driving the strengthening of the customer-centric culture within SCIEX, leading globally cross-functional teams to revolutionise the way to interface, transact and serve customers to increase customer intimacy, enhance customer experience, and drive company growth.
She’s committed to developing, motivating, and empowering teams with a can-do attitude to achieve results and exceed business and customers’ expectations in a diverse and inclusive environment.
Recognised as a finalist for both the CX Leader of the Year and Women in CX Technology award, in 2023 she won the Inspiring Women in CX Inclusion award. She’s an advanced certified practitioner for the DBS toolset on CX and certified in change management by Danaher and PROSCI.
She currently leads a diverse global team at SCIEX disrupting the status quo by driving a culture of customer-centricity through meaningful change management and continuous improvement.
Hannah Cornaby | Customer Experience Consultant, SimmonsCX
Hannah is more than just a Customer Experience Consultant; she's an architect of customer-centric environments. At SimmonsCX, she wields her passion for fostering collaboration and creativity to help businesses of all sizes achieve seamless harmony across departments.
Her expertise lies in tailoring solutions, not applying one-size-fits-all fixes. From travel to tech, Hannah's Expertise spans industries. With experience across diverse sectors like travel, hospitality, and online retail, Hannah brings a wealth of knowledge to the table. She understands the unique challenges and opportunities each industry faces, allowing her to craft customised customer experience strategies that resonate deeply.
Hannah's approach goes beyond just satisfying customers. She believes in creating a ripple effect of positive experiences, extending to the employees who are the backbone of any organisation. By fostering a culture of collaboration and empathy within teams, she empowers employees to deliver exceptional customer service naturally.
Honesty, efficiency, relatability, and professionalism are the guiding principles that define Hannah's work. She believes in building trust and transparency with clients, delivering results that are both impactful and efficient. Her ability to connect with people on a human level allows her to translate complex concepts into actionable solutions that resonate with both teams and customers.
When you engage Hannah, you're not just hiring a consultant; you're gaining a partner who is invested in your success. She takes the time to understand your unique business goals, challenges, and culture and then develops a customised strategy that is tailored to your specific needs. She works collaboratively with your team, providing them with the tools and resources they need to implement the changes themselves, ensuring long-term sustainability.
Jeannie Walters | CEO and Keynote Speaker, Experience Investigators
Jeannie Walters is an award-winning customer experience expert, international keynote speaker, and Founder of Experience Investigators, a firm that’s pioneered helping companies increase sales and customer retention through elevated customer experiences.
Trailblazing the movement from “Reactive Customer Service” to “Proactive Customer Experience,” Jeannie is considered the leading authority for improving both employee and customer relationships.
A Certified Customer Experience Professional and charter member of the Customer Experience Professionals Association, Jeannie’s worked with numerous Fortune 500 companies including Orangetheory Fitness, SAP, Comcast, and JPMorgan Chase.
As a Professional Member of the National Speakers Association, Jeannie has spoken to tens of thousands of people across three continents on the power of proactivity to increase brand loyalty.
A sought-after business coach and educator, Jeannie’s partnered with MarketingProfs as a Masterclass Instructor and has had over 300,000 people go through her courses on LinkedIn Learning.
Passionate about demystifying the process for improving customer experience, Jeannie has published thousands of articles, and her insights have been featured in Forbes, The Chicago Tribune, Wall Street Journal, and many more.
Shameem Smillie | Head of Product Enablement: Apps, Vonage
Shameem is a Contact Center and CCaaS expert, who specialises in Digital and Customer Experience Transformation. Leveraging diversity of experience, Shameem enables organisations to maximise the benefits of technology as the enabler for future-proofing their businesses while managing their bottom line to maximise investments.
Her holistic approach and passion for Customer and Employee Experience focus on continual business and innovation improvements while supporting a culture of empowerment and inclusivity. She ensures people are at the front and centre of all interactions while humanising the interconnection between technology, business, and systems.
Kathryn Simons-Porter | Principal CX Specialist
Starting her successful sales career in technology over 25 years ago when it certainly was “a man’s world”, despite barriers and perceptions of women in sales tech, Kathryn has since gone on to start (and sell) her own business which won recognition from the Department of Health and employed 30 people across the UK.
Kathryn also became a Governor of a UK NHS Trust and a campaigner against domestic abuse, which she personally experienced for five years, before meeting her now husband and raising her autistic stepson.
Kathryn has gone on to gain her MBA and numerous certifications in and around CX and EI and continues to lead organisations across Europe on their CX and contact centre transformations, specialising in ethical AI and next-generation experience. In her spare time, Kathryn loves a bit of fundraising – last year she ran the Marathon du Medoc raising over £3k for Men’s Mental Health and has also climbed a few mountains and jumped out planes all in the name of charity!
DeAnna Avis | Brand Strategist and Coach, The Neurodivergent Queen
DeAnna Avis, aka The Neurodivergent Queen, is a brand strategist and coach specialising in neurodivergent leadership. DeAnna is recognised for her expertise in brand strategy, mindset coaching and as a keynote speaker.
She has been named of the top 25 CX Influencers of 2024 and is the recipient of seven awards including overall winner at the UK CX Awards. Her journey includes overcoming challenges, making her a beacon of resilience and empowerment.
Crystal D’Cunha | President & CEO, The Inside View Inc.
Crystal is an Award-Winning Entrepreneur, International Keynote Speaker, Best-Selling Author, and CX Thought Leader who has spent nearly two decades in the corporate world directing, coaching, and leading sales forces valued at more than $100 million.
She is the charismatic force behind the world's #1 leadership training program, Customer Experience Mastery. Her certification through the Disney Institute, Tony Robbins, and the John Maxwell Institute and her real-world experience has led her to her current role as President and CEO of The INSIDE View, Inc., a Customer Experience Design Firm, specialising in design thinking, leadership training, employee engagement and diversity, equity, and inclusion.
Christine Hemphill | Managing Director, Open Inclusion
Christine is a disability and age-inclusive inclusive researcher, designer, and innovator. She founded and leads Open Inclusion, based in the UK and operating globally.
Open is a global leader in disability and age-inclusive customer, market, social, design and innovation research. We help our clients better understand how human diversity relates to their products, services, communication or environments to inform better decisions and empower better solutions. Open works with governments, large commercial organisations, academia, NGOs, accelerators and entrepreneurial start-ups.
Christine is the Co-Chair of MRS Unlimited (disability-inclusive researchers and research), a Certified MRS Member and member of the EDI Council. She is also a founding partner of the Association for the Future of Work and Ambassador for Co-Innovate Brunel University.
Gunjan Allen | Head of Marketing and Experience
Gunjan has 17+ years of experience in providing practical and actionable ways of improving an organisation’s brand, marketing and experience strategies. Her forte lies in uncovering the deep customer motivations that underpin strategies, leading to profitable outcomes. She has worked in both the private and public sectors leading large organisational CX transformation projects as well as behaviour-changing brand campaigns and is passionate about delivering on CX outcomes that drive retention, build loyalty and help reduce customer churn.
In 2022, Gunjan was recognised by Engati as one of the ‘Leading CX Influencers to Follow’ and has led high-performing and motivated marketing and CX teams to deliver outstanding outcomes.
Anne Dawson | Senior Manager, Employee Development & Training, CallMiner
Anne is a seasoned professional in the field of employee development and training, bringing over a decade of experience to her role as Senior Manager. With a robust educational background including a Master of Science in Organisational Management from Peru State College and a Bachelor of Science in Communications from Bellevue University, Anne combines academic expertise with practical knowledge to drive impactful learning initiatives within organisations.
Anne's expertise lies in the implementation of blended learning delivery methods and the application of instructional design frameworks such as ADDIE and the Kirkpatrick model.
She is widely recognised as an expert in Software as a Service (SaaS) product training, having developed and delivered comprehensive training programs for both customers and employees, driving adoption and proficiency across diverse user bases.
One of Anne's notable achievements includes the establishment of a dynamic leadership development program, which has led to significant improvements in employee retention, promotion rates, and overall engagement levels within the organisation. Her commitment to fostering a culture of continuous learning is further evidenced by her role in instituting and curating company-wide new employee orientation and onboarding programs, tailored to meet the needs of an internationally distributed remote employee audience.
Anne is known for her collaborative approach, working closely with executive leadership to identify knowledge and skills gaps within the workforce and develop formal training programs to address these needs, ultimately driving organisational success through strategic talent development initiatives.
Sarah Wilkes | CX Lead, Principality Building Society
Someone once told me to “get comfortable being uncomfortable”. This couldn’t be more accurate if you specialise in CX!
I often say, “Why?” because I need to understand the purpose of an action, and I’m insights-driven, so expect to be challenged.
I believe going ‘back to basics’ makes your foundation and that communication is key, so skip the snazzy tools and just talk to your business.
Valerie Peck | Managing Director, SuiteCX by QuestionPro
Valerie focuses on applied customer intelligence, driving that through customer success, customer experience management, segment-driven marketing, demand generation, knowledge, and methodology management.
Her background in 1to1 as well as CRM and marketing automation solutions for both B2B and B2C helps design applied CX programs that help with retention, acquisition, and loyalty programs. She has significant program and project management experience based on managing long-term strategic and technical transformations.
Valerie now brings her 20 years of experience to her firm, focusing on strategy through tactical execution. She’s the Co-Founder of a multifaceted visualisation methodology and toolset called SuiteCX. Valerie has a B.S. in Marketing as well as an MBA from the University of Southern California.
Beth Karawan | Co-Founder & EVP, ImprintCX
Beth is an accomplished marketing professional with a unique combination of experience, including leading agency strategic planning, developing client-side brand insights and strategy, and consultative market research supplier.
As the Co-Founder and EVP of ImprintCX, she leads a modern marketing and customer experience services company that seamlessly combines insights, consulting, and activation into one integrated offering; services are rooted in the deep human understanding that is necessary to create meaningful customer experiences between organisations, brands, employees, and the people they serve.
She has a passion for blending the art and science of developing insights, and a proven record of success in providing strategic recommendations that drive business growth. Compassion, curiosity, and listening are her superpowers.
Jodie Mountford | Enterprise Account Executive, InMoment
Jodie is a CX Account Executive at InMoment. Her mission is to partner with brands across various industries, such as retail, utilities, travel and hospitality, to understand their CX and business needs and goals, in the aim to design and deliver successful CX programmes that produce true business outcomes and prove return on investment.
Jodie has achieved significant results for clients by implementing CX programmes that reduce costs for the business, increase efficiency and satisfaction, and improve retention rates.
She’s passionate about empowering leaders and CX professionals to adopt strategic best practices and to become more customer-centric and profitable.
Nora Law | Founder & Director, Chrysalis CX
Nora is an experienced practitioner with a strong background in customer experience, insight, service, and proposition development.
Spotting a gap in insight-driven transformation programmes, Nora founded Chrysalis CX aimed to support organisations in adopting a more customer-centric approach. With extensive expertise leading large diverse teams, Nora has delivered successful outcomes across multiple industries in B2B and B2C meeting the distinct needs across commercial, charity, and regulated sectors.
Working client side, Nora spearheaded the development of the CX strategy and vision for Nuffield Health, facilitating strategic change to improve member and patience experience within the healthcare and wellbeing services.
Moving into consultancy, Nora now advises, supports, and implements in experience design. These include CX strategy development, journey mapping, proposition development, research and insight. Her approach includes establishing frameworks and leveraging her expertise to embed sustainable transformation and change initiatives.
She actively promotes a shift in organisational mindset through customer-centricity via immersive customer engagement, customer closeness, and immersive sessions and supports aspiring professionals entering the CX field through mentoring. She loves being part of the WiCX community to share ideas and collaborate on projects.
Simone Wilson | CX Insights, Ipsos
A CX and Research Insights Professional with a focus on service excellence, client relationship nurturing, and strong analytical skills, Simone has practical experience conducting research in the areas of customer understanding, persona and journey mapping, voice of customer programs, and service design.
Amory Somers Vine | Customer Experience Director, Expereo
Amory is a customer experience leader who believes that great customer experiences are designed. She is passionate about building intentional CX management capabilities and practices that align employees, partners, processes, policies, and technology around customers.
As a trusted strategic business partner, she has developed a reputation for her customer-centricity, commitment to high-quality delivery, strong entrepreneurial spirit, strategic thinking, drive for achievement, empowering and outcome-driven management style and supportive mentoring skills.
Amory joined Expereo, a leading provider of managed network solutions, in January 2023 as Director of CX to drive Expereo’s strategic customer experience goals on a regional and global level. Prior to this, she spent 10 years with NTT Ltd where she created and led their global Client Experience & Insight Centre of Excellence.
She has a proven track record of building business-relevant functions that deliver factual, contextual, and actionable intelligence, putting customers at the centre of decision-making.
Amory was fortunate to grow up in a family that instilled in her a belief that women can do anything they put their minds to. As a member of Women in CX, she values learning from others and leveraging best practices in a proactive community. Collaboration, listening skills, and empowering others are the keys to faster value and improved experiences for all our customers.
Kerry Sudale | Founder, Sudale Search & Select
Kerry runs a search firm, focused on hiring the best leadership talent in CX and contact centre operations. Her mantra is simple – deliver the best process/service and you will attract and the best talent.
Sudale Search has a 100% offer acceptance to start ratio and 98% offer to acceptance. Want to find out why?
Esther Mustow | Customer Experience Architect, Getronics
An accomplished professional with over 15 years of experience in managing and implementing enterprise-wide business solutions in service operations, processes, business development, and change management; with a focal point in the last 7 years on customer experience delivery.
Focused on supporting organisations to align their business and customer experience goals whilst establishing strategies related to people, processes and products that impact the delivery of a great experience to customers.
Combines commercial and financial knowledge with a high level of planning in analysing key strategic priorities and delivering the highest value-add customer experience propositions for maximum benefit realisation.
Result-driven, resourceful, and self-motivated professional; offering strong leadership, problem-solving skills, and exceptional experience for both internal and external clients.
Jenna Pellegrino | Senior Manager, Global Customer Experience Strategy & Voice of the Customer, Autodesk
Jenna adeptly places customers at the forefront of her work by synthesising diverse insights and weaving compelling narratives as instruments of change.
With a fervour for storytelling through data and a genuine passion to revolutionise the AEC industry, she leverages her background in design, construction, technology, and customer success to lead the Voice of the Customer (VoC) and customer experience strategy.
Heading a high-performing team, Jenna has spearheaded global programs such as a holistic VoC Program, NPS, and a product feedback program. She meticulously designs and crafts comprehensive, self-sustaining VoC frameworks, strategically placing listening posts throughout the customer journey. By adeptly analysing data, Jenna identifies actionable insights, propelling business enhancements to meet evolving customer needs.
Outside of work, Jenna enjoys exploring the New England coast and rock climbing with her husband and two children.
Alejandra Arguelles | CX Global Platforms Lead, Pfizer
Alejandra is a medical doctor and CX-certified professional with extensive experience in the pharma industry, currently serving as the Global Customer Experience Platforms Director at Pfizer.
With a strong focus on strategy, planning, and execution, she is part of the company’s team responsible for driving the organisation’s customer experience goals within their priority customer-facing platforms. She plays a pivotal role in ensuring the success of Pfizer’s customer-centric vision, working diligently to meet business goals through the delivery of exceptional customer experiences.
By implementing a comprehensive Customer Experience Management (CXM) program, the CX team has successfully enhanced overall Net Promoter Scores (NPS) and Customer Satisfaction (CSAT) scores across the organisation.
Samantha Conyers | Chief Experience Officer, First Retail Group
Samantha is a seasoned professional passionate about creating impactful experiences. With expertise as a practitioner, consultant, and leader, she is recognised for her strategic ability to connect the dots.
Starting her career in Customer Experience in finance, Samantha refined her skills in a pivotal role in the telecommunications sector, establishing herself as a distinguished leader in CX. Her entrepreneurial spirit led her to co-found a successful CX consultancy, operating seamlessly across borders, industries, and businesses. Fuelled by insights gained from this venture and an eagerness to tackle new challenges, Samantha recently returned to the corporate landscape, now serving as the Chief Experience Officer at First Retail Group.
With a well-established and quantifiable track record in driving CX transformations and certifications as a Trainer, Qualtrics XM Scientist, Net Promoter Expert, and Customer Journey Mapper, Samantha is well-equipped to support businesses in their CX transformation goals. Her commitment to excellence and wealth of experience make her a valuable asset for organisations seeking to enhance their customer-centric strategies and drive transformative initiatives.
Joanna Carr | CX Consultant, Allegro
Joanna is a CX Consultant at Allegro, a technology and communication bureau in Norway.
Included within her fields of CX expertise are guiding businesses with strategic CX direction, pioneering CX program development and fine-tuning both B2B and B2C journey optimisation.
Besides her consultancy, Joanna co-hosts ‘The CXPod’ podcast, lectures and contributes to CX literature, and serves on the Advisory Board at IHM Business School in Stockholm.
Sandra Thompson | Founding Director, Ei Evolution
Sandra is the first Goleman Emotional Intelligence coach in the UK, and she’s been an independent customer and employee experience consultant since 2010.
Blending EI with customer and employee experience to become a thought leader in this space, she uses her insight to help clients achieve better results.
Sandra started her career in marketing and spent 16 years working in senior roles for commercial and not-for-profit organisations, she has a master’s degree in strategic communications and is also a Fellow of the Chartered Institute of Marketing.
Having taught at Eton College, on the CX Masters programme at Michigan State University, and a number of other global university system institutions, she also runs her own post-graduate course focused on CX and emotional intelligence and often writes online courses for learning and development teams across the globe.
She’s a regular guest on webinars, panel interviews and podcasts, and gives keynotes on topics ranging from empathy and leadership to the way we work and of course, emotional intelligence in CX and EX.
She’s not an academic, but she believes it’s critical for people working in CX and EX to be informed by the world of psychology, neuroscience, and behavioural science. When we know how the brain works, we are more likely to create stronger emotional connections between customers and employees and between colleagues too. This is why Sandra shares her growing knowledge of the theory, models and relevant practical tips related to these fields.
A TEDx speaker, contributing author, trainer and facilitator, Sandra enjoys learning and looks forward to connecting.
Oremeyi Akah | Chief Customer Officer, Interswitch Limited
Oremeyi has been a member of the Interswitch team for the past 20 years, starting her career as a pioneer member in 2002. She’s worked at Interswitch in several capacities including software engineering, implementation, training, operations, and business management. Now, as the Chief Customer Officer, she’s working to develop and execute an integrated customer intimacy and engagement strategy across 4 regions in Africa.
She’s a passionate enthusiast for purpose fulfilment with a focus on Africa and in 2011, obtained an MBA degree from the Judge Business School, University of Cambridge. While doing her MBA, she served as the Vice president of the Nigerian Students’ Association and was a part of the 5-man team that won the 2011 Hult Global Case Challenge in New York, endorsed by the Clinton Foundation.
Married to her best friend and with three amazing sons, outside of work Oremeyi supports her husband in overseeing a growing Church congregation.
Ellie Sutton | Director of Customer Strategy, Veriteer
Ellie is a renowned customer experience and customer strategist.
She has over 15 years of experience working in-house and as a consultant in UK and European retailers, where her passion for understanding customer needs and developing strategy originated.
Ellie is currently the Director of Customer Strategy at Veriteer, a leading change consultancy working with organisations to help them become purpose-led, customer-centric, agile, and sustainable businesses operating with authenticity.
She lives in South London with her husband and two young children and enjoys keeping abreast of retail trends at home and abroad when possible.
Serena Riley | Head of Customer Experience, ConverSight
Serena Riley, the dynamic Head of Customer Experience at ConverSight.ai and Co-Founder of EmpowerX, is a Certified Customer Experience Professional, and a force for change.
With over two decades of moulding resilient teams and crafting exceptional customer journeys, Serena is a relentless advocate for unlocking human and organisational potential.
As a founding member of WiCX (Women in CX), Serena isn't just shaping experiences; she's shaping the narrative. Her impact extends as an author to the pages of ‘Customer Experience 3’ and ‘Punk XL’, where her insights fuel the industry's thought leadership.
Recognised by CXPA and CXofM, she earned the CX Impact Award and the Individual Award for the Advancement of CX in 2020. Serena Riley is more than a CX professional; she's an inspiration and an innovator. Connect with her for a dose of contagious positivity, creativity, and a commitment to excellence in the ever-evolving world of CX and women's empowerment.
Anne Nyachomba | Director of Customer, Nexleaf Analytics
Anne possesses 17 years of diverse experience as a Customer Experience professional across industries including banking, insurance, data/software, and health tech. Serving as a transformative CX Leader, she excels in assisting businesses in establishing CX departments to overhaul experiences across touchpoints.
In her current role as Director of Customer at Nexleaf Analytics, a non-profit tech company, Anne oversees the implementation of systems and processes to aid ministries of health in successfully adopting and utilising IoT technology across 33 countries in Africa and Asia.
Her proficiency in CX, honed through human-centred design methodologies, equips her to elevate service delivery, enabling businesses to meet and exceed customer experience standards and continually enhance their practices. With a proven track record of revolutionising customer experiences and instilling a customer-centric ethos, Anne remains steadfast in shaping the future of CX, driven by unwavering commitment and unparalleled proficiency.
Michelle Ansell | Managing Partner, Douglas Jackson
Michelle stands at the forefront of customer experience leadership and executive search, bringing nearly two decades of expertise to her role as Managing Partner at Douglas Jackson.
Under her leadership, the firm has excelled in connecting organisations with transformative leaders across critical sectors such as utilities, financial services, housing association, retail, travel, outsourcing, professional services, SAAS and insurance.
Her passion lies not just in executive search but in fundamentally enhancing how businesses engage with their customers and employers through strategic leadership. Beginning her journey in recruitment, Michelle quickly found her calling in the CX space, evolving Douglas Jackson's offerings as CX itself matured from a nascent concept to a pivotal business strategy.
This evolution mirrored her own growth, as she developed a keen eye for not only the skills but also the cultural and visionary alignment between leaders and organisations. Her efforts have significantly impacted businesses, driving sustainable changes and delivering ROI through improved customer experiences, operations and transformational programmes.
A champion for diversity and inclusion, Michelle and her team is notable for promoting diverse leadership, with 58% of placements coming from underrepresented groups since 2017, surpassing industry averages. This dedication reflects her commitment to building leadership teams that mirror the diverse fabric of society, fostering innovation and enhancing organisational performance.
Michelle’s influence extends beyond Douglas Jackson through her directorial role at the Customer Institute and her active membership and involvement in supporting WiCX, Women in Customer Experience. Speaking at a number of industry events and roundtables, she contributes to global discussions on customer centricity and supports the development of female and diverse leadership across operations, customer and transformational roles.
Saari Gardner | Chief Experience Officer, CEO Coaching International
Saari has worked in the experience management discipline for more than 19 years, building and leading XM efforts for multiple organisations where a combination of data-driven decision-making and a human-centred approach has had a meaningful impact on company growth, retention, brand clarity, and organisational culture.
In her leadership roles, Saari has been responsible for setting experience management strategy, increasing understanding of key XM principles, ensuring effective collection and distribution of stakeholder insights, and working cross-functionally to establish performance measures and drive action toward differentiated experiences.
As a practitioner, the organisations for which she has worked have leveraged their position as service experience leaders to achieve transformational growth while keeping their customers and employees at the centre of their decision-making.
As an advisor, Saari has helped small business entrepreneurs and Fortune 500 companies across a variety of industries to design and implement strategies that have helped them to improve outcomes with their key constituents.
Saari is a Certified Customer Experience Professional, an XM Scientist, and holds a bachelor’s degree in marketing and a graduate certificate in business intelligence and analytics from the University of Arizona.
She’s an active member of the Customer Experience Professional Association (CXPA) and has contributed to the curriculum and standards for several academic and professional programs in the area of experience management. In 2019 she was named a finalist by the CXPA for the CX Impact Award – Outstanding Practitioner.
In her spare time, Saari contributes to XM in her community as a volunteer with a national non-profit, providing mentoring and guidance to aspiring and current small business owners in the areas of experience management, service design and marketing.
Chantel Botha | CEO, BrandLove Global
Chantel is an activist for creating happy workplaces, remarkable customer experiences and protecting nature.
She teaches teams in large organisations the recipe to create remarkable customer experiences so that they can become the most loved brand in their category.
She is the creator of The Brand Warrior™ Program, which ignites passion, purpose and performance in teams who want to serve their customers better.
She is a mathematician and computer scientist who went rogue and fell in love with igniting brilliance and upgrading the human operating system.
Jenny Betteridge | Founder, FeedForward Research
Jenny is a beacon of passion and innovation in the realm of brand and customer experience measurement. With over 15 years of experience, she has been at the forefront of using research and data to improve experiences for some of the UK’s leading brands.
As the founder of FeedForward Research, Jenny has channelled her expertise into offering a unique outsourcing approach designed especially for agencies. FeedForward Research combines techniques from the world of research, analytics, and coaching to help agencies increase the impact and value of their tracking work.
The company's ethos is rooted in the concept of ‘feedforward’, a forward-thinking principle introduced by Marshall Goldsmith, which emphasises the potential for future growth over the analysis of past performance. This approach aligns with Jenny’s belief in the capacity for positive change and her dedication to helping individuals and organisations thrive.
At FeedForward, Jenny and her team are committed to transforming the traditional use of metrics and tracking studies into dynamic tools for growth. They employ conversational research techniques to create deeper customer insights, integrate real-time metrics with behavioural data, and use analytics to predict the impact of future initiatives. Their work is not just about measuring experiences but about creating a roadmap for continuous improvement and tangible impact.
Moreover, Jenny’s role extends into coaching, where she empowers individuals, especially those in recovery, to build their best lives through her other venture, Our Best Life. This dual focus on organisational and personal growth underscores her holistic approach to improvement and change.
For agencies looking to deliver brand and customer experience tracking solutions, FeedForward Research offers a strategic and supportive partnership. From creating capacity within teams to enhancing operational efficiency and building capability, Jenny’s leadership ensures that agencies are equipped to drive long-term client impact and value.
Jenny is not just a thought leader; she is a force for positive change, embodying the principles of feedforward in every aspect of her work. Her approach is a testament to the power of combining data-driven insights with a human-centred approach to not only anticipate the future but to actively shape it. Jenny is an awesome woman to follow for those looking to stay ahead in the ever-evolving landscape of measurement and insight.
Jyoti Sahota-Mann | Head of CX Digital Platforms, Barclays Business Banking
Jyoti is a seasoned customer experience leader with a proven track record of driving digital transformation and fostering customer loyalty.
With over fifteen years of customer experience expertise spanning digital, telephony and face-to-face channels, Jyoti is truly passionate about designing seamless multi-channel experiences.
Throughout her career, which spans several sectors including FMCG, telecoms and financial services, Jyoti has been recognised for relentless focus on the customer and her collaborative leadership style.
Currently serving as the Head of CX Digital Platforms at Barclays Business Banking, Jyoti leads on the development of market-leading digital platform propositions for SME customers. Her expertise lies in leveraging customer and industry insights to shape innovative solutions. Jyoti's career at Barclays has been marked by her commitment to delivering exceptional customer experiences as well as fostering a customer-centric culture amongst her peers. Passionate about empowering teams and driving meaningful change, Jyoti is an inspiring leader in the field of customer experience.
In addition to her professional achievements, Jyoti holds certifications including Certified Customer Experience Professional (CCXP), Certified SCRUM Product Owner, APMP Project Management, and has a strong academic background in computing and IT.
Agnese Spona | Founder and Learning Designer, ness
Agnese is a learning designer who recently launched her own solo practice, Ness. Originally from Latvia, she’s called the Netherlands home for the past 16 years.
Over more than two decades, she’s had the privilege of working in both start-up and corporate environments and for the past five years, has been running her own customer experience and service design learning business, engaging in a fulfilling journey of exploring the depths of effective learning.
After some soul-searching, she decided to sell her shares and officially launched Ness in October. Her primary focus now revolves around developing her approach and workbook, a process she’s undertaking collaboratively with trusted clients.
While this journey unfolds, she’s eager to expand her portfolio, seeking out projects that resonate with her passion for inclusive learning practices and the revaluation of learning methodologies across various contexts and audiences.
One significant aspect of her life's mission is her dedication to promoting gender equality and inclusiveness. This commitment is deeply rooted in her personal experiences of living in different cultural ecosystems throughout her life. Witnessing the disparities in opportunities, cultural norms, and knowledge among various groups has driven her to advocate for change. Agnese firmly believes that embracing conscious and inclusive practices is essential to building a more sustainable and equitable world.
Nina Hoeberichts | CX Lead, Sherpany
Nina is a Customer Experience Specialist currently working as a CX Lead at a Swiss B2B SaaS company. She consults and gives advice on customer experience and user experience research and helps companies to think in a more customer-centric way, leading various CX initiatives, setting up and implementing the CX strategy as well as running CX programs such as the VoC program together with her team.
She has more than 7 years of experience in CX and UX research and has helped several companies implement more customer-centric processes as well as leading many human-centred workshops such as design sprints.
She has extensive experience running UX and CX research projects. Most notably, with her current company where she won the Customer Centricity World Series Award in 2021 for the Best VoC program.
In her spare time, Nina is also a singer, songwriter and producer and also runs a travel blog geared towards digital nomads. When she’s not travelling, she is based in Valencia, Spain.
Jannecke Drangert-Hveding | CEO & Strategic Advisor, Customer C
With over 20 years of experience, Jannecke is a CX Strategist, passionate customer-centricity advocate, and a CCXP.
She founded one of Scandinavia’s first CX and customer-driven innovation consultancies working with major brands in the Nordics and was previously the Strategy and Transformation Lead at one of Scandinavia’s largest health tech organisations.
With personal experience in navigating the change and transformation agenda in complex organisations, she has a burning desire to support and cheer on all the true CX champions out there. She’s a keynote speaker, as well as a judge at the World and European Customer Centricity Awards and European Customer Experience Awards, was one of the founders of the Norwegian CX Network and is also the founder of The Customer Community, a network for customer-centric leaders in Norway.
Maria McCann | CEO, Co-Founder, Neos Wave
An early adopter of online customer experience, Maria has spent the last 20 years working with and for some of the best-known digital brands on the planet, building their customer experience strategy and operations from scratch.
Maria co-founded Neos Wave, a leading global customer service agency, which is on a big mission to rid the world of bad customer service. Nurturing talent and tech from around the world, Maria and the Neos Wave team provide solutions that make good customer service more accessible to brands, without the high price tag.
Maria is regularly asked to share her experiences on building CX for hyper-growth organisations, running a remote business while being a mum, and gaming in her forties.
Frances Chapireau | Customer Experience Consultant, BuildCX
Frances Chapireau is an independent consultant with a background in Customer Insights and Customer Experience Management. She works with organisations who want to improve their performance by refocusing on the customer, and with Customer Experience teams who are ready to move from insights to action and achieve more impact with the work that they do.
To engage stakeholders and establish cross-functional collaborative projects, Frances offers workshops with the LEGO® SERIOUS PLAY® method. This is a powerful communication tool and the perfect complement to any customer experience program where you want to have more productive conversations between departments in order to solve problems and innovate faster.
Frances is a detail-oriented, critical thinker, who likes to bring focus and clarity to the teams she works with. She sees her role as a blend of advisor, consultant, and facilitator – helping teams find the answers for themselves, whilst supporting them with her skills and experience in customer research, data analysis, journey mapping, CX strategy and project management.
Enna Khan | Partner & Head of Customer Experience UK Residential, Knight Frank
Enna Khan is a Partner, Head of Customer Experience at Knight Frank, Residential. Having worked with customer-centric brands, including Amazon, Enna has developed signature experiences that align with their purpose and values.
Along with a fantastic team, Enna supported Knight Frank to win six customer experience awards, including Overall CX Winner at the UK Customer Experience Awards in 2021.
In addition to her CX role at Knight Frank, Enna is Co-Chair of the Race and Faith group and champions equitable opportunities for colleagues so they can thrive.
Venesa Musovic Guillaume | Human Experience Design Consultant, Digital Anthropologists, Nagarro
Venesa is the Human Experience Designer and Digital Anthropologist at Nagarro. She holds an MA in Cultural Anthropology and is a certified design thinking practitioner. She is the project lead behind the first two editions of CXM Review.
After years of working as the Lead Editor at Customer Experience Magazine, she transitioned from humanising the content around CX to delivering insights that can improve people's lives.
In her current position, she’s committed to bridging CX, UX, and anthropology to provide businesses with distinctive insights into people's wants and needs.
Venesa hopes to bring the unseen into the public sphere and open discussion around gender theory, migration, and immersive research methods – topics often underestimated in the business world.
Amanda Riches | Head of CX/EX Advisory & Insights, EMEA, Medallia
A well-known CX expert, for over 20 years, Amanda has dedicated herself to shaping the CX industry and helping companies to deliver world-class experiences, and she was named the very first top CX professional in the UK by the CX Magazine in 2020.
As the Head of Advisory and Insights at Medallia, the market leader in experience management, Amanda leads CX and EX advisory and insights across EMEA, helping clients operationalise the voice of their customers and employees, uncovering actionable insights, engaging senior and frontline teams to drive action, and quantifying the ROI of experience.
Previously Head of Quality and Guest Insight at Whitbread, Amanda established the successful service formula that sits behind Premier Inn, the award-winning leading hotel chain.
Lara Khouri | founder, there is no spoon cx*ex*culture and co-founder, The CEO Maker
Following a very successful corporate career, Lara, a “people person who gets process”, began her mission to make our world a happier place. In 2018, she founded there is no spoon, a boutique cx, ex, culture, and change leadership consultancy and training provider, on the values of “passion, positivity, and putting people first”.
In 2022, she co-developed The CEO Maker (TM) the world's first empathy-based, business-focused leadership accelerator that takes a coaching consulting approach to leadership development.
The program considers the whole person, their fit with their role, their fit with the organisation, and the impact they have on their colleagues and customers so that Lara and her delivery partner and co-developer, Rajeev Daswani, can adapt their coaching and consulting to ensure that participants get the self-awareness, awareness of self in relation to others, awareness of others, and the leadership traits development that is most appropriate and beneficial for them.
Participants are also supported as they address real business challenges faced by their organisation to achieve organisation-set ROI. Lara firmly believes that combining understanding people with understanding business processes leads to success.
Prior to her entrepreneurial journey, Lara worked with multinationals supporting their international business development efforts. Her career is marked by numerous initiatives for organisations of various sizes across different geographies and industries including the international education sector, government services, sustainable fashion, construction, home decor, F&B, interior fit-out, and general trade.
Lara is a founding member of the Women in CX (TM) global cx community, Cultural Edgewalkers global culture-focused think tank, and Playbook global female empowerment ecosystem. She is also a certified Co-Active® Coach and member of the International Coaching Federation (ICF), licensed MapsTell® guide, Regent's University London mentor, customer-centricity awards judge, sought-after podcast guest, panellist, keynote speaker, and contributor to various cx and ex initiatives around the world.
Clare White | Managing Director, ConnectedCX
Clare has worked in customer loyalty, shopper activation and MarTech industries for 25 years, leading business units with responsibility for customer relationship management, sales and critical business metrics of revenue and related customer metrics.
Clare has successfully led relationships with major grocery retail and FMCG companies, shaping experiences for clients and their customers, consistently delivering improvements across critical customer friction points to increase business growth for both parties.
Clare’s experience spans a range of business disciplines, from developing customer strategy and aligning employees to developing and leading go-to-market plans, to improving customer retention and loyalty for her client’s customers.
Instrumental in leading culture transformation in a past business, Clare understands the importance of removing business silos and increasing cross-functional collaboration to achieve a common customer purpose and focus to increase business growth.
Clare has a passion for making businesses more human. Clare’s understanding of critical elements that make a business successful has led to her writing her first book ‘You’ve Got the Power. Six Principles for Business Success’. Passionate about helping businesses succeed and improving employee and customer experiences, Clare now consults, working with clients to solve their business problems with customer-focused solutions.
Cristiane Ross | Founder, Sparc Consulting
Brazilian-born and raised, Cristiane Ross is a multifaceted customer-centric professional with 20+ years of extensive experience in marketing and communications, account management, and customer engagement in Brazil, the United States, and Asia.
Based in Hong Kong, she’s a savvy business strategy professional and engaging speaker, passionate about making Customer Experience simple and accessible – a skill she sharpened and applied during her 11-year tenure as the Head of Customer Experience for Asia’s premium lifestyle organisation, the PURE Group.
She’s the founder of SPARC Consulting, helping other companies on their customer-centric journey and an advocate for female empowerment and development, engaged in women-led professional communities.
Sirte Pihlaja | CEO, CCXP, Trained LEGO Serious Play Facilitator, Shirute
Sirte is the CEO and Customer Experience Optimiser of Shirute, the first customer experience agency in Finland. She is the leader of the global Customer Experience Professionals Association's (CXPA) Finland network and was one of CXPA's founding members and a member of the International Advisory Committee.
She is one of the first Europeans to have been certified as a CCXP. An internationally respected CX/EX expert, coach, designer, and strategist with over 25 years of experience advising large international organisations and brands in different industries globally, Sirte is passionately championing CX in the Nordics, the Caribbean, South-East Asia and beyond and is a familiar face in international CX Awards juries and conference stages.
She has written two global bestsellers on people experiences, was recently recognised as a Top 150 Global Customer Experience Thought Leader, Top 33 Inspiring Women in CX to follow, and in the CX Hall of Fame. The CXPA has also awarded her the Extra Mile Award.
At Shirute, Sirte delivers creative solutions in customer experience management, research, and experience design, CX culture, data analytics, voice of customer, and through omnichannel CX and service design. She is excited about using creative methodologies, such as LEGO® SERIOUS PLAY®, in creating great CX and EX and regularly plays with LEGO bricks together with her clients to create a better future for all of us.
Olga Potaptseva | CEO & Founder of European Customer Consultancy and CXpanda
Olga is the Founding Director of the European Customer Consultancy, the inventor of the globally certified Agile CX Implementation Toolkit, and the founder of the first-ever digital CX library, CXpanda.
Throughout her 15 years in a leadership role, she observed companies spending much effort and budget on CX education and alignment, but not focusing enough on making CX operational. She’s on a mission to change that.
The scope of her work is to equip organisations with the tools that enable steadfast customer-value delivery. In addition to Harmonious Operating Model Design consulting, she achieves this by sharing CX knowledge through CXpanda, a pioneering digital library on applying customer-centricity in business.
She’s also a Top 15 Global CX consultant, judge, author, and speaker. She gains a lot of inspiration for her work from her international lifestyle, interactions with humans from different countries, and her family.
Leonie Williams | Co-Founder, Customer Service Solutions
Leonie is an enthusiast of customer service culture. Throughout her career, Leonie has made a significant impact in embedding long-term change across diverse sectors, earning accolades for her ability to challenge the norm.
Most recently, she spent seven years at The Institute of Customer Service and then decided to take the leap of faith, co-founding the Customer Service Solutions Group two years ago.
Leonie is dedicated to implementing practical solutions and sustainable change within the organisations she partners with. Through facilitated workshops and mentoring she collaborates with leaders to define goals and discover creative solutions to build high-performing front-line teams who deliver excellent customer service.
Her dedication to elevating the customer service experience is underscored by her recognition as the #14 CXM professional in 2023. She has further manifested this commitment through the launch of the ‘Infusing CX & Culture’ online sessions and writing a ‘Measure Up’ newsletter where she shares CX stories and best practices.
Tanya Fowler | Head of Customer Experience, FCT
An advocate and change agent, Tanya is a champion of the customer's voice. Tanya’s career trajectory has included roles in legal, customer support, operations, sales enablement and marketing with one primary focus – placing the customer at the centre of all business decisions. She became Canada’s 79th Certified Customer Experience Professional (CCXP) in 2021 and leads CX strategy, focusing on driving a customer-centric culture and championing the voice of FCT’s customers to cultivate, motivate, and implement change to support the delivery of industry-leading experiences.
As well as leading FCT to their first CX industry recognition, the ‘Customer Centricity in B2B’ award, Tanya was named a ‘Woman of Influence’ by Canadian Mortgage Professionals for her trailblazing work in the industry.
Kristin Haynes | Founder, Senyah Projects
Kristin helps businesses to become more customer-focused by developing the mindset, knowledge and skills of their employees. Whether primed for growth or just starting out, Kristin helps organisations to harness the power of their people in order to achieve customer goals. She wants all employees to have a greater connection to the customer and an understanding of how to positively impact the customer experience. Working for some of Australia's largest multinationals, Kristin has developed her skills in research and innovation, human-centred design and customer personas and marketing and product development.
Kristin’s niche is understanding that businesses have different customer challenges and opportunities that they are interested in pursuing and tailoring programs that connect organisations’ people to their customers.
Diane Magers | Founder & CEO, Experience Catalysts
Diane is an internationally renowned speaker, passionate and recognised thought leader, best-selling author, and the Founder and CEO of Experience Catalysts, an experience management advisory, coaching and consulting firm.
She’s a founding member and past CEO of the Customer Experience Professionals Association (CXPA), she holds the designation of CCXP, an MBA, and an MS in psychology.
As a previous practitioner with over twenty-five years of building and growing differentiation by experience including Sysco Foods and AT&T Business Solutions, Diane’s passion is advising and coaching individuals, teams, and leaders to adopt and build the critical capabilities to define, design, and drive impact and measurable value for customers and their brands. She has influenced brands such as VMWare, State Farm, and Invisalign.
Diane is a professor of practice for the Michigan State University CXM master’s program and an Instructor of Experience Management at Southern Methodist University.
She is recognised on multiple ‘Experience Influencers to Follow’ lists including the recent ‘Women in Power’ and recognitions including the CX Academy’s CX Fellowship Award and the CXPA Extra Mile Award winner.
Carolyne Gathuru | CX Strategist, LifeSkills Consulting
Carolyne is a Customer Experience, brand and communications strategist and leader with over 20 years of experience across a broad range of disciplines. She specialises in effective communication for service delivery and customer experience strategy development and implementation. Carolyne guides organisations to develop and implement effective customer service delivery tools and platforms that inspire behavioural change among targeted stakeholders.
She is the Founder of iSpeak – a programme for children from underprivileged communities that seeks to inspire them to speak with confidence, enabling them to become holistic members of society. She sits on several boards including ICX Kenya, SpringBoard Capital, PACEmaker International and Eenovators.
Laura Campbell-Robson | Director of Customer Strategy, loveholidays
Laura’s journey through the customer experience realm is a testament to her unwavering determination, innovative mindset, and profound impact on the industry. Starting her career at Thomas Cook’s contact centre as a frontline agent, Laura quickly distinguished herself as a keen observer of the nuances that define exceptional customer service.
Her early experiences, dealing directly with customers, laid the foundation for a career built on understanding and improving every facet of the customer journey. Laura's ascent from those initial roles into the echelons of CX management consulting and technology start-ups showcases her versatility and commitment to driving digital transformation.
Her work in consulting was marked by pioneering strategies that bridged the gap between traditional customer service methods and the digital advancements reshaping the industry. Laura’s ability to dissect complex customer engagement challenges and implement innovative solutions propelled her to become a sought-after leader in CX transformation.
The transition to leading roles in tech start-ups was a natural progression for Laura, driven by her passion for leveraging technology to enhance customer experiences. Here, she championed the adoption of cutting-edge technologies like GigCX and Generative AI, tools that are now at the forefront of redefining enterprise engagement. Her efforts were not just about implementing new technologies but about creating cultures of continuous improvement and innovation that put the customer at the heart of every decision.
In her latest chapter, Laura has come full circle, returning to the travel industry as Director of Customer Strategy at loveholidays. In this role, she leads a team dedicated to delivering a world-class post-booking experience, merging her deep industry knowledge with her strategic vision to enhance every touchpoint of the customer journey. Her leadership at loveholidays is a reflection of her holistic understanding of the CX domain, where she applies her extensive background to elevate the travel experience for millions of customers.
Laura’s accolades, including several awards for her visionary leadership in CX, underscore her role as an influential figure in the space. She is not just setting industry benchmarks; she is reimagining what is possible in customer experience, proving that thoughtful, technology-driven strategies can create meaningful connections between brands a
Stine Ringvig Marsal | Founder & CEO, Experience Management Consult
In the dynamic realms of Customer Experience and diversity and inclusion, there's a chorus of voices. Meet Stine, a seasoned sociologist with a rich 18-year history driving impactful changes in sales, service, and customer experience management for Denmark's premier brands: Copenhagen Zoo, Tivoli Gardens, and Copenhagen Airport.
No fluff, no abstract concepts – Stine is your practical guide in navigating complex operational environments. She knows where to start, how to drive change, and, crucially, what works.
Harmonising CX and diversity and inclusion for inclusive excellence, Stine specialises in unlocking the power of inclusive customer and employee experiences and offers strategies aligned with financial goals, efficiency, compliance, and employee retention.
Additionally, Stine provides keynotes, webinars, courses, and customer journey mapping, blending customer-focused change with the principles of DEI.
In 2019, Stine led a groundbreaking project, mapping the passenger experience of Copenhagen Airport. Interviews with 15 individuals with different disabilities resulted in a powerful Disability Awareness Training program still in use today. This initiative uncovered previously unseen barriers, many with cost-effective solutions. More recently, Stine delivered a similar project for LEGO House.
Are your business experiences truly inclusive? What barriers might be hindering customers from fully enjoying and spending with you? If you don't know, you're missing out on significant business and you should follow Stine.
Charlotte Kennett | Senior Director, Global CX, SS&C Blue Prism
Charlotte is a customer-obsessed leader for the world’s pioneer in intelligent automation, where she is responsible for delivering a world-class customer experience globally. She is an accomplished expert in building and managing award-winning B2B community, customer marketing and ideation programs that bring tangible and measurable value to businesses.
Charlotte was named one of the top B2B Marketing Innovators in 2022 and regularly serves as a judge for the B2B Marketing Awards and speaker for the Women in Silicon Roundabout series.
Julie Morgan | Customer Experience Director, Informa Tech
Julie has spent over 20 years delivering improved customer experiences, bringing fresh insights to organisations and establishing new revenue streams through delivering great products and services to meet evolving customer needs and industry drivers.
With global management consultancy, a decade as an independent consultant, media brands, and most recently in B2B exhibitions and conferences, her experience spans a multitude of industries and sectors. She works closely with executive groups to develop customer strategies, refresh core value propositions and drive value-led pricing and commercial strategies.
She launched the inaugural paywall at The Telegraph, led the digital transformation mobilisation for a charity bank, and developed customer experience transformations from strategy setting to prioritised roadmaps.
In her current role as CX Director at Informa Tech, she’s on a mission to make their B2B events and conferences a “must do” for their customers. She led the global event value proposition development and is currently rolling out a global CX programme, embedding consistent principles across their events, supported by a CX CoE to improve CX capability, share knowledge and celebrate their successes.
Her expertise is centred around the 3 tenets of customer experience, product development and employee empowerment. She embeds a scientific approach to iterative improvement through hypothesis development and a test-and-learn mentality (always validating with customers, of course!).
Kate Darcy | Senior CX Consultant, Align to Connect
Kate is an accomplished Marketing and Customer Experience Strategist. Before beginning her consulting practice in 2015, she built and managed both product and content marketing teams for CME Group – the world’s leading derivatives marketplace, with a strong focus on digital marketing and thought leadership. She has experience in innovation, strategy development, human experience design and results-driven B2B and B2C marketing.
Kate’s professional experience is unique in that she was a part of the dramatic evolution of one of the oldest, and now largest, trading exchanges in the world. When she joined CME Group, it was pre-IPO, operating as a start-up in many respects, (despite its age). However, change came quickly with an IPO, several re-brands, & two major acquisitions – in less than seven years – followed by significant global expansion, across Europe, LATAM & Asia.
While serving in several leadership positions, Kate had the opportunity to; manage the marketing for a global product portfolio generating over $1.2B in annual revenue, initiate some of the first digital marketing initiatives including webinars, videos, online courses, email newsletters, web content and social media networking, help create and evolve the structure and processes for the Marketing Division, and create and scale a new Market Education Department, along with a company-wide thought leadership and content marketing initiative.
This dynamic experience paved the way for her current work in Experience Management consulting, where she works with companies of all sizes to better define their white space, improve customer understanding, map customer and employee journeys, identify and alleviate pain points and build strategic, prioritized roadmaps to drive real value.
Jennie Lewis | Senior Manager, Customer Insights, Airship
Jennie leads the Customer Insights function at Airship, helping brands understand the economic impact and quantitative results of their mobile app strategies. She's passionate about using her design thinking and CX innovation training (from eCornell & Northwestern) to guide research projects for customers. Jennie's previous role at Airship was leading the Strategic Services team in the delivery of strategy sessions, as well as reporting, analytics, and campaign-managed services.
Prior to joining Airship, Jennie led Solutions Architecture and Strategic Alliances at CrowdTwist (acquired by Oracle). At CrowdTwist she managed 150 partner relationships and built a team who designed the technical architecture design of omnichannel loyalty programs. Jennie started her career in martech at Epsilon where she held positions ranging from Campaign Specialist to Director of Customer Onboarding.
Outside of work, she's a mom and fur mom of 4 and an active Rotary member with a focus on environmental sustainability projects.
Liz Berks | Co-Founder & CEO, 4SiGHT CX
Liz is a Customer Experience and Insights Specialist, having spent 18 years working across the globe helping clients to get closer to their customers – as well as working on the frontline of CX definition and development for a global airline.
Liz has helped businesses to become more customer-focused by developing CX programs and implementation plans to understand and listen to customers, from the UK to Hong Kong, Singapore, Australia, and now Saudi Arabia.
In 2021, Liz co-founded the CX consultancy, 4SiGHT CX to promote the importance of customer understanding in CX to the Middle Eastern market.
Gitana Velickaite | Customer Experience and Quality Management Consultant
A Certified Customer Experience Professional (CCXP), Gitana started her career as a Software Developer and is now a CX and Quality Manager in banking services.
A Customer Experience enthusiast for many years, Gitana encourages her colleagues to put the customer at the heart of everything that they do. She specialises in Voice of the Customer, customer journey mapping and improvement and customer-centric behaviour training.