Get to know the speakers and facilitators

Meet the panelists

Fiona Blades

Beyond NPS: The Future of Listening to Customers

  • President & Chief Experience Officer

    MESH Experience

    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

  • Customer Experience Leader & Insights Strategist

    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.

Irena Medina

Beyond NPS: The Future of Listening to Customers

  • Customer Success Manager

    Callminer

    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. 

Sandra Thompson

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

  • CEO and Founder

    Ei Evolution

    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 🐾🐾

Stine Marsal

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

  • CEO & Founder

    InklusioNordic.org and Experience Management Consult

    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.

Susanna Baque

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

  • Senior Director Global Customer Experience

    SCIEX

    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.

Lara Husselbee

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

  • Director

    Lara Husselbee PTY LYD

    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.

Courageous

Authentic

Collaborative

Inclusive

Courageous Authentic Collaborative Inclusive