Get to know the speakers and facilitators

Meet the panelists

Fiona Blades

Beyond NPS: The Future of Listening to Customers

  • MESH Experience

    President & Chief Experience Officer

    Fiona Blades is the founder of MESH Experience, creator of the pioneering Share of Experience metric, hailed by Harvard Business Review as a breakthrough in marketing research. Her Real-time Experience Tracking has helped brands like Delta Air Lines, Boots, Diageo, and Fidelity International secure investment, break silos, and deliver record growth. A champion for women in business, Fiona has spoken globally and founded Diversity Unlimited, a collective of diverse-owned consultancies. A Fellow of the Market Research Society and past President of the Market Research Council in New York, she blends data expertise with dynamic storytelling on every stage.

Liz Berks

Beyond NPS: The Future of Listening to Customers

  • Experience Catalysts

    Founder and CEO

    Diane Magers, CCXP, is a visionary in Experience Management (XM), known for driving customer and employee-centric transformation. As a strategic leader, she partners with organizations to embed XM disciplines that fuel growth and loyalty. With a background in psychology, research, and business strategy, Diane has led enterprise-wide experience initiatives, proving the value of human-centered design. A sought-after speaker, mentor, and former CEO of the CXPA, she empowers businesses to operationalize experience, measure impact, and create lasting value for customers and employees.

Lara Husselbee

Beyond the Journey Map: Reframing Customer Experience Through Journey Management and Service Design

  • Lara Husselbee PTY LYD

    Director

    Lara Husselbee [she/her] is an enthusiastic CX Leader and facilitator who is driven by the belief that a little bit of empathy can go a long way. Over a 15-year career, in sectors like Financial Services, Health, Tech, Gov, Hospitality and Not-For-Profit, her consulting practice uses HCD, CX, Design Thinking, Agile and Learning Development methodologies to help brands uplift and deliver exceptional and inclusive customer and employee experiences.

Sandra Thompson

Beyond the Hype of AI and Automation: Building a More Human-Centred Future for Business

  • Ei Evolution

    CEO and Founder

    1st Goleman Emotional Intelligence (EQ) Coach, TEDx, Trainer (& entertainer, apparently), CX & EX consultant. Author. Co-Curator of Unshakable Communication. Master of Authentic Empathy, keynote speaker and Founder of Paws for Thought 🐾🐾

Courageous

Authentic

Collaborative

Inclusive

Courageous Authentic Collaborative Inclusive