WOMEN IN CX UNCONFERENCE 2026

Meet Your London Speakers

CallMiner, Senior Director of Marketing

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.

Coventry Building Society, Head of Everyday Banking

Kat is a strategic and collaborative transformational leader with 20+ years experience across Retail and Commercial Banking leading cross functional teams to deliver extraordinary service to customers whilst reducing cost and driving revenue. She has deep expertise in product management and customer experience with breadth across transformation strategy development and execution, innovation and risk & compliance. An emotionally intelligent, inclusive people leader and change agent with a strong track record of delivering results, operating effectively at Board and ExCo level, Kat has a passion for developing herself and the teams she leads.

Aterian, Director of Customer Experience and Ecommerce

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.

European Customer Consultancy (ECC), CX Orchestration Expert, Ex-Domestic and General

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.

Lloyds Banking Group, Customer Lifecycle Management Lead

Louise is a customer experience leader with over a decade of experience driving customer-centric transformation across major UK and global brands, including Lloyds Banking Group, Sainsbury’s/Argos, and TUI Group.
She currently leads Customer Journey Management at Lloyds Banking Group, embedding new ways of working across a network of roughly 500 experience designers and 1,200 journey managers She held dual leadership roles at Sainsbury’s, overseeing Customer Experience for Argos while building Journey Management capability group-wide, and spent 20 years at TUI Group leading CX design and innovation across international markets — including a customer-centric culture programme that reached over 50,000 colleagues and won multiple industry awards.

Amazon Web Services (AWS), AI & CX Transformation Leader

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.

Adanola, Head of Customer Support, Ex-Director of Consumer Care, Estelauder

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.

Lloyds Banking Group, Experience Design Leader

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.