WOMEN IN CX UNCONFERENCE 2026
Meet Your London Speakers
Beyond Understanding:
Turning Insight Into Action
Alex Robson
Sr Director of Global Demand Generation & Marketing CallMiner
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Alex Robson is Sr Director of Global Demand Generation & Marketing at CallMiner, where she leads global programmes focused on turning customer insight into pipeline and growth. She works closely with sales and customer success teams to connect customer experience with real commercial impact.
With over 15 years’ experience across demand generation, communications and customer experience, Alex brings a practical, data-led approach to helping organisations act on what their customers are really saying.
A strong advocate for diversity, equity and inclusion, she’s passionate about creating opportunities for all and building environments where different perspectives drive better outcomes. She holds an LLB (Hons) from De Montfort University.
Beyond Understanding:
Turning Insight Into Action
Lorena Lovric
Director of Customer Experience Aterian, Inc
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Accomplished Director of Customer Experience driving global AI-enabled CX transformation. At Aterian, she architected a unified ecosystem on Genesys Cloud, integrating voice, digital, automation, and workforce engagement into one operating model, work that earned the 2025 Genesys Level Up Award for Empathetic Experience Generation. A former frontline agent turned executive, she leads with disciplined execution and an unapologetically agent-first philosophy, proving AI performance and humanity are not trade-offs. Committed to continuous learning, she is currently studying finance at Harvard Extension School.
Lily McNally
Design Lead
Lloyds Banking Group
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Lily looks after the team who design the Scottish Widows app.
She’s all about designing experiences that are straightforward, engaging and delightful. To meet users where they are, help them do the things they want to do easily, and leave them feeling lighter.
In the last few years Lily has used her own lived experience, and storytelling superpowers, to really focus in on the unique barriers women face when it comes to financial independence - to support women in the UK to reach a better financial future.
Olga Potaptseva
CEO
European Customer Consultancy (ECC)
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Olga Potaptseva is a globally recognised strategist specialising in customer-informed operating models for large organisations across Europe and the Middle East. A Top 15 Global CX Influencer, she partners with C-suite leaders to transform structures through deep research and experience management. With 20+ years of leadership, she bridges strategy and operations. From pharmaceutical supply models and OPEX savings to higher insurance retention and doubled banking conversions. By combining human insight, AI enablement and strong change management, she reduces burnout and builds future-ready organisations.
Ashley Couto
Vice President, Creators
Passion.io
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A true Renaissance woman, Ashley Couto is an award-winning 3x-former COO turned tech executive, entrepreneur, Inc. startup columnist, and PhD candidate. She’s spent her career in startups leading revenue and operational growth. Ashley is the Vice President of Creators at Passion.io, an AI-native org that helps SMBs better understand and serve their customers through AI-powered SaaS and digital education solutions. In her role, Ashley leads digital transformation and AI enablement for all creator-facing initiatives and the CX team who support them. Named Business Woman of the Year in 2018 by OneWoman Montreal, Ashley’s writing and expertise has appeared in Forbes, Business Insider, Entrepreneur, ELLE, Queerty, CBC, the Montreal Gazette, and over a dozen other outlets. Ashley works + lives on the unneeded matriarchal lands of the Kanien'kehá:ka people.
Beyond Understanding:
Turning Insight Into Action
Shameem Smillie
Senior, GTM Specialist Amazon Connect
AWS
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GTM Specialist and CX/AI expert in Digital and Customer Experience Transformation. With extensive Amazon Connect and AI expertise, I drive strategic initiatives that accelerate adoption and deliver measurable outcomes. My approach focuses on continual innovation while supporting empowerment and inclusivity. I excel at building customer relationships and developing comprehensive market expansion strategies. Passionate about championing Diversity, Equity, Inclusion, and Women in Tech.
Sandrea Morgan
Head of Customer Support
Adanola
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Strategic CX and Contact Centre leader with 20+ years’ experience scaling global operations, outsourcing partnerships and AI enabled service transformation. I’m passionate about reducing contacts, improving efficiency and designing customer journeys that deliver better outcomes for customers and businesses. I combine data driven thinking with collaborative leadership and a positive, people first approach to change. Energised by turning customer insight into smarter service, stronger teams and sustainable growth, and by sharing learning with the wider CX community.
Collaborative
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Authentic
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Courageous
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Inclusive
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Audacious
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Collaborative ❤ Authentic ❤ Courageous ❤ Inclusive ❤ Audacious ❤
WOMEN IN CX
UNCONFERENCE 2026
Accelerating Responsible Action
EMEA | London | July 13th - 14th
USA | Dallas | October 20th - 21st
