Get to know the speakers and facilitators
Meet the panelists
Beyond NPS: The Future of Listening to Customers
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Patrícia Osorio is a serial entrepreneur and investor passionate about building customer-centric companies. She is the co-founder and Chief Customer Officer of Birdie.ai, a CX Intelligence Platform that uses AI to connect feedback, behavior, and identity to surface patterns, identify friction points, transforming insights into measurable improvements across Product, Operations, and CX.
Beyond Birdie, Patrícia is a co-founder and board member of GVAngels, one of Brazil’s most active angel investment groups, supporting the next generation of tech startups.
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Jeannie Walters, CCXP, CSP, is an award-winning customer experience expert, international keynote speaker, and Founder of Experience Investigators, a firm helping companies increase sales and customer retention through elevated customer experiences.
Jeannie is a charter member of the Customer Experience Professionals Association, having worked with numerous Fortune 500 companies, including Orangetheory Fitness, SAP, Comcast, and JPMorgan Chase; an educator whose LinkedIn Learning courses have served more than 500,000 learners; a Certified Speaking Professional, and leads an online community via the CXI Membership program.
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Faithe Toomy is a passionate Global Operations leader who also possesses significant Product Marketing experience. This unique background affords her the critical ability to see both sides of any product launch, understanding what is to come and how best to prepare teams for success.
Faithe has achieved great success by leading multiple client services, operations, and project teams. Her work includes driving essential operational improvements such as the development of end-to-process, improving quality performance, developing training methodologies, leading root cause analysis projects, and creating crucial business cases for road-map prioritization.
Her professional forte is in establishing clean lines of communication and building functional working groups specifically designed to achieve and excel in the customer experience. Her proven successes demonstrate her strong abilities to influence partner organizations. Colleagues describe Faithe as someone who is constantly on the go, thinking of the next project to start and conquer. She continuously thinks positively in any situation that arises, always making the best of what has been presented. Faithe lives by her favorite quote daily: "always push forward".
Beyond the Hype of AI and Automation: Building a More Human-Centred Future for Business
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Jennie Lewis is a highly accomplished customer insights and digital marketing strategist recognized for transforming complex data into clear business impact.
At Airship, she leads essential initiatives focused on quantifying the Return on Investment (ROI) of mobile engagement strategies. Her work empowers brands to connect customer behavior directly to revenue. Jennie has developed industry-leading frameworks, notably the Mobile Lifecycle Measurement Framework, and has authored studies regarding mobile strategy that guide marketers toward achieving personalization at scale.
Her expertise is broad, encompassing B2B2C research, cross-functional collaboration, and data-driven storytelling designed to drive Go-to-Market (GTM) strategy and deliver measurable results. Beyond her strategic achievements, Jennie is described as a proven leader and mentor who is passionate about growing teams and fostering innovation. She is certified in Data Storytelling, Value Selling, and Generative AI for Marketing, allowing her to effectively bridge analytics and strategy to create measurable impact for organizations.
Outside of her professional leadership, Jennie is a proud mom and fur mom, and she volunteers her time on projects committed to environmental sustainability.
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Jill Donahue brings a diverse and insightful background to her current role leading the Professional Services organization at CallMiner. Her focus is on ensuring customers successfully unlock the full value of conversational intelligence. In this capacity, all business analysts utilized by customers roll up to her. She describes the team as a really talented group of people and enjoys the work immensely.Jill’s career path was notably circuitous before joining the company, encompassing unique roles in fields such as telecom, mortgage-backed securities, finance recruiting, process consulting, and operational audit. This early, varied experience required her to focus keenly on core skills rather than specific job titles.
Approximately six or seven years ago, Jill found her passion in the world of Customer Experience (CX) consulting. She loves the CX industry because she finds it fun and believes it touches everyone, given that everyone is a customer of something. It was during these consulting projects that she became aware of conversational intelligence platforms and tools like CallMiner. Jill initially joined CallMiner leading the BPO team, leveraging her prior BPO consulting background.
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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Diane Magers is Co-Founder & CXO of AmplifyXM and former CEO/Chair Emeritus of CXPA. With 25+ years driving l results through Experience Management, she helps organisations turn customer and employee experience into financial growth, retention, and efficiency. Diane helps organisations build Experience Operating Systems, Centres of Excellence, Design Communities, organisational capabilities, and ROI models that connect strategy to execution. A sought-after advisor, author, speaker, and educator, she blends governance, data, and change leadership with an MBA and MS in psychology to cultivate organisational growth.
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Sarah Caminiti is a strategic CX leader, retention expert, and host of The Career Strategist podcast. As Manager of Customer Support at Tailscale, she builds scalable, people-first systems that drive loyalty and growth. Known for challenging industry norms and mentoring the next generation of CX leaders, Sarah combines operational clarity with human insight—transforming how teams are built, voices are heard, and careers are defined.
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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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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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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Agile, passionate, versatile forward thinker and collaborator with a strong service mentality and record of delivering results in high-growth, challenging private and public sector environments. More than 25 years experience in external and internal customer engagement and relationship building, strategic planning, operations management and budget oversight. A skilled executive advisor and project manager who improves customer experiences by providing key insights to drive initiatives, delivering stakeholder value by solving problems, and successfully managing change in international corporations, agencies and growing organisations.
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Sarah Caminiti is a strategic CX leader, retention expert, and host of The Career Strategist podcast. As Manager of Customer Support at Tailscale, she builds scalable, people-first systems that drive loyalty and growth. Known for challenging industry norms and mentoring the next generation of CX leaders, Sarah combines operational clarity with human insight—transforming how teams are built, voices are heard, and careers are defined.
CX Executive Advisor
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Lorraine Schumacher is a customer experience evangelist, helping organisations improve business results by enabling CX transformation. Simply put, she is passionate about customer experience best practices and helping companies master them. She loves to speak about these topics in almost any forum.
Some of Lorraine’s specialties include: critical and practical thinking, customer experience management, voice of the customer programs, customer experience strategy, process redesign, customer-centric culture, leadership, brand experience, public speaking, VOC insights, and analysis.
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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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Shannon Brown-Hess is a Strategic Account Executive at CallMiner, where she partners with leading organizations in the BPO vertical to drive sales growth and revenue expansion through innovative conversation intelligence and CX automation solutions. She is recognized for her proven track record in cultivating long-term client relationships and for her ability to align cutting-edge technology with critical business objectives.
Shannon specializes in helping BPOs unlock essential insights from customer interactions, empowering them to improve performance, enhance customer experience, and achieve operational excellence. By combining data-driven insights with automation, she enables organizations to streamline workflows, reduce costs, and deliver consistent customer outcomes at scale.
Described as a trusted advisor and growth leader, Shannon brings passion, energy, and a results-driven approach to every engagement. She frequently shares her perspective on how organizations can leverage conversation intelligence and CX automation to accelerate growth, improve retention, and create a sustainable competitive advantage. Shannon is also a member of Women in CX, reflecting her passion for delivering value, building relationships, and driving growth across all industries.
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Tiahna McDowell is a highly accomplished and customer-focused leader with a proven track record in enhancing customer experiences, driving organizational change, and delivering exceptional business outcomes.
She is adept at leading cross-functional teams and implementing customer-centric programs specifically designed to elevate satisfaction levels and boost retention rates. Tiahna brings strong skills in Change Management, Program Management, and Team Leadership, characterized by a hands-on and results-based leadership aptitude.
Tiahna’s expertise lies in developing and executing Strategy, establishing robust Customer-centric Processes, and effective Customer Relations Management. She is committed to fostering a culture of continuous improvement and utilizes her proficiency in Strategic Decision-making and Project Management to guide successful organizational transformations.
Tiahna is passionate about driving customer-centric initiatives, leading comprehensive organizational transformations, and fostering a culture of continuous improvement to deliver unparalleled customer experiences and drive business success. She has technological proficiency across multiple enterprise platforms, including SFDC, Gainsight, and Atlassian (Jira and Confluence).
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Jeannie Walters, CCXP, CSP, is an award-winning customer experience expert, international keynote speaker, and Founder of Experience Investigators, a firm helping companies increase sales and customer retention through elevated customer experiences.
Jeannie is a charter member of the Customer Experience Professionals Association, having worked with numerous Fortune 500 companies, including Orangetheory Fitness, SAP, Comcast, and JPMorgan Chase; an educator whose LinkedIn Learning courses have served more than 500,000 learners; a Certified Speaking Professional, and leads an online community via the CXI Membership program.
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Sheila March is a Certified Customer Experience Professional (CCXP) with extensive experience in experience management. She is dedicated to helping healthcare organizations stand out in an increasingly competitive and resource-tight environment where experience is becoming the most powerful differentiator. With roots in marketing and talent acquisition, she has always been passionate about the human experience, making patient experience the perfect application for her skills and heart.
Sheila specializes in transforming healthcare delivery by enhancing patient, consumer, and employee experiences. Her effective approach blends data-driven insights with empathetic leadership to drive satisfaction, loyalty, and operational excellence.
In her current role at Walker Information, Sheila leads the talented Healthcare Delivery Team. She partners with clients to close the gap between consumer and patient expectations and the realities of care delivery, thereby creating measurable improvements in care outcomes, brand reputation, and patient loyalty. Sheila is also committed to fostering cultures where teams feel valued and empowered, recognizing that engaged employees are the foundation of exceptional consumer, patient, member, and provider experiences.