Get to know the speakers and facilitators
Meet the panelists
Beyond NPS: The Future of Listening to Customers
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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.
Customer Experience Leader & Insights Strategist
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Liz Berks is an international Customer Experience leader with over 20 years’ experience helping organisations across real estate, tourism, aviation, financial services, and entertainment transform how they understand and act on customer feedback. She has designed and implemented voice-of-customer programs, customer journey maps, and insight frameworks that drive measurable improvements in service and engagement.
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Irena Medina has always been fascinated by the way people connect—and how technology can make those connections stronger. Her journey started in project management and client success, where she quickly became known for listening deeply and shaping solutions that truly matched what clients needed.
That same passion led her to play a pioneering role in bringing voicebots to Mexico with Vocalls and Estafeta, helping spark a wave of adoption that spread across Latin America. Today at CallMiner, she’s exploring the next frontier: conversation analytics. For her, the real magic lies in turning everyday interactions—unsolicited feedback, customer questions, even frustrations—into insights that create lasting impact.
Whether she’s rolling out new tech, guiding a project team, or simply learning from a meaningful exchange, the goal is always the same: to make communication smarter, human, and a lot more effective.
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Esther is a certified customer experience expert with over 10 years experience in the professional has committed the last 6 years to working with B2B companies to develop customer-focused experience strategies that have improved clients’ customer retention and loyalty.
Beyond the Hype of AI and Automation: Building a More Human-Centred Future for Business
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Stine Marsal is a sociologist and customer experience strategist specialising in inclusion, accessibility, and universal design across customer and employee journeys. With leadership experience at Tivoli Gardens and Copenhagen Airport, she brings a strong corporate background to her work. She is the founder of InklusioNordic, a platform for inclusive training and community learning co-created with NGOs and lived experience experts across the Nordics. As a consultant, Stine helps global organisations transform overlooked barriers into strategic advantages, using data, insight, and lived experience to design services and workplaces that drive loyalty, retention, performance, and measurable business results.
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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 🐾🐾
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Sandrea Morgan is an experienced customer experience leader with a strong track record of scaling and transforming service operations across global consumer brands. As Head of Customer Support at Adanola and Chair of Trustees at Your Sanctuary, she brings a unique perspective that blends commercial impact with purpose-driven leadership. Sandrea is passionate about harnessing AI and automation to unlock efficiencies while ensuring the human connection remains at the heart of customer experience. With deep expertise in developing people and embedding continuous improvement, she champions approaches that empower teams, deliver measurable outcomes and future-proof operations in an evolving CX landscape.
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Experienced in leading Conversational AI projects, optimizing bot strategies, and driving AI-powered customer experiences for enterprise-level clients in global projects. I specialize in project management, AI product development, and automation optimization to improve business efficiency. Currently focused on deploying and scaling AI solutions that integrate generative AI, Large Language Models (LLMs), and advanced NLU to enhance customer interactions and operational performance.
Beyond the Journey Map: Reframing Customer Experience Through Journey Management and Service Design
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Emmeliek is Head of Customer Experience at Eurail, where she leads a team of product and research experts to deliver life-changing rail journeys. She brings a diverse background in marketing, customer research, product management, and customer experience across the telecom, consumer goods, and travel industries. Passionate about building customer-centric organisations, she thrives at the intersection of creativity and strategy. At Eurail, she introduced customer journey management and service design to guide company-wide prioritisation, focusing not on expensive tools, but on empowering teams to connect, collaborate, and make meaningful impact.
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Susanna is a senior global Customer Experience leader at SCIEX, a Danaher Company, where she has driven CX transformation since 2014. With over 25 years in Life Sciences, she has held leadership roles in sales, technical support, market development, and customer experience. Holding a PhD in Chemistry and Biochemistry, she began her career as a researcher and professor at the University of Barcelona. Passionate about customer-centricity, she leads global teams to enhance experiences and accelerate growth. A strong advocate for Diversity, Equity & Inclusion, Susanna empowers others to succeed, combining scientific expertise with people-centred leadership.
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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.
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Heidi is an experienced design and innovation leader focused on helping large organisations scale customer-centric ways of working.With a background in establishing and maturing the Design Operations practice within Customer Experience at H&M, she has built systems that support collaboration, consistency, and impact across teams. Heidi has close to 20 years of professional experience working in both in-house and in agencies across different industries, from gaming to NGOs and fashion retail. She started her career in branding, moved to product design, gravitated towards service design and has worked with innovation management and product leadership before combining it all in DesignOps. Heidi gets inspired by seeing people succeed and shaping the future of how we work.
Meet the hosts & facilitators
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Clare Muscutt is an internationally acclaimed Customer Experience leader, entrepreneur, podcast host, and inspiring keynote speaker, recognised for her work transforming the CX landscape.With over two decades of experience leading CX within FTSE 100 companies, Clare leveraged her expertise in CX design to found Women in CX (WiCX)—the world’s first online community dedicated to empowering women in customer experience and technology—during the height of the pandemic. Since then, WiCX has rapidly grown into a powerful global movement of over 10,000 women and allies. The community now offers networked consultancy services to major businesses and the brand delivers impactful events, conferences, and strategic media services in partnership with some of the world's leading technology firms, research companies, and BPOs. Passionate about amplifying female voices, driving innovation, and championing diversity, equity, and inclusion across the industry, Clare has been recognised by her peers with nominations for prestigious industry awards, including winning Global CX Professional of the Year, and, is ranked as one of the CXN Top 50 CX Leaders 2025.
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I specialise in designing unforgettable customer experiences that bring people together, spark ideas, and drive impactful growth.
Whether it's shaping corporate events or connecting CX outsourcing solutions to the right hands, my goal is simple: to create moments that matter.
I thrive on collaboration and putting people at the heart of every experience. I’m passionate about the intersection of customer experience and event design, where intentionality and innovation amplify results. Oh, and I believe in the power of human connection. You’ll likely find me networking at major industry events making beautiful CX happen!
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Co-Founder of Defy Expectations Ltd, Vicky has compressed three decades of leadership, management, real-world wins, trips and learnings gained in some of the world’s leading organisations in Healthcare, Sporting Goods, Education and Technology sectors to help clients build better behaviours and skills needed to simplify complex problems, make tough decisions faster and deliver results with impact. These experiences are the fuel for Defy Expectations and Vicky’s passion for creating great leaders and managers at all levels.
Values close to Vicky’s heart are integrity, honesty, respect, family, and humour!
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Natalia is a CX leader and Executive Coach, she is a “human Red Bull”. For a decade, she’s guided businesses through acquisitions, demergers, and transitions in entertainment, hospitality, and cybersecurity. A Certified Customer Experience Professional and ILM-certified coach, Natalia empowers ambitious women in CX & tech to be strategic, embrace emotions, refine their personal brand, and lead authentically. Fluent in English and Spanish, she fosters growth, resilience, and ambition. She never shuts up about building a SHINE file & doing your confidence workouts.
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Freya is a collaborative Agile Coach/Scrum Master with extensive experience guiding technology teams in complex environments across sectors like FMCG, Oil & Gas, and Media & Entertainment. As an Agile enthusiast, she is goal-oriented and dedicated to supporting and growing teams and organisations to deliver human-centered outcomes. Freya is recognised for her talent in connecting people to creatively solve problems and drive progress. Fun facts: she is a classically trained actor and Zumba instructor.
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Chloe Rice is a global customer experience leader with over 15 years of industry experience in sales, customer success, and experience. Over this time, Chloe has scaled her approach of genuine empathy and care for people to a global level, leading cross-functional teams and initiatives that drive sustainable, trust-based, and human-centric innovation. Driven by a commitment to elevating our human experience, Chloe combines strategic vision with hands-on leadership to foster open, collaborative environments.
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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.
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Susanna is a senior global Customer Experience leader at SCIEX, a Danaher Company, where she has driven CX transformation since 2014. With over 25 years in Life Sciences, she has held leadership roles in sales, technical support, market development, and customer experience. Holding a PhD in Chemistry and Biochemistry, she began her career as a researcher and professor at the University of Barcelona. Passionate about customer-centricity, she leads global teams to enhance experiences and accelerate growth. A strong advocate for Diversity, Equity & Inclusion, Susanna empowers others to succeed, combining scientific expertise with people-centred leadership.
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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.