08.30 Registration, Informal Networking & GIC Opening Remarks
OPENING REMARKS
09.00 Morning Chair’s Opening Remarks
Valerie Bronson, Senior UX Content Strategist, Fidelity Investments
Keynote | AI Implementation
09.10 Cut Through The AI Noise: Identify The Use Cases That Actually Deliver ROI, Avoid The Pitfalls That Cost Others Dearly & Build An Implementation Roadmap That Works In The Real World
- Benchmark your organisation’s AI readiness honestly and identify the exact next steps relevant to your stage without wasting resource on initiatives that won’t land
- Examine the use cases that have generated tangible returns: AI-assisted transcription, predictive routing and agentic workflows – and the ones that looked good on paper but failed in practice
- Understand why the most successful implementations complement human judgment rather than replace it, and how to communicate that distinction compellingly to a sceptical board
- Leave with a prioritised shortlist of quick wins you can implement within 90 days without major capital investment or a full-scale technology overhaul
Su Mawdsley, Group Head of Compliance & Customer Experience, Chapelhouse Motor Group
Panel Discussion | AI In Practice
★ NEW FOR 2026!
09.30 From Pilot To Production: Real Organisations Share What Actually Happened When They Deployed AI In Customer-Facing Operations – Including What Went Wrong!
No polished PR. No vague future-state visions. This candid panel brings together practitioners who have lived through AI implementation – from the wins to the expensive missteps – so you can learn faster and fail less.
- Hear first-hand accounts of AI rollouts in contact centres, onboarding flows and self-service environments – what the metrics looked like before, during and after
- Understand the governance and data-quality issues that derailed deployments and the organisational changes needed to course-correct
- Interrogate the ROI question: which AI investments paid back, which did not, and how to build a credible business case that will survive CFO scrutiny
Ellina Morits, Principal UX Designer, Ex Flutter International
Paul Gernon, Head of Customer Service, Travelodge Hotels Limited
The Balance Between Automation & Human Intervention
★ NEW FOR 2026!
10.00 Empathy Or Efficiency: Balance AI, Automation & Human Interaction To Deliver Experiences That Feel Fast, Frictionless & Emotionally Intelligent
Hear how Tesco Bank have amplified customer-centricity within it’s colleague base by embedding it’s ‘mutual model’ within the very core of its strategy.
From building more meaningful insight, to embedding a customer journey mindset, and encouraging all colleagues to feel what customers feel, this session will cover the steps Tesco Bank has taken and the benefits it is seeing.
- Navigate where brands should prioritise efficiency and where human touchpoints still matter most as automation accelerates
- Deep dive into high-emotion, high-value and high-risk interactions where empathy, judgement and trust remain critical differentiators
- Uncover how AI copilots and automation tools are empowering frontline teams by surfacing customer context and enabling employees to focus on high-impact interactions
- Leverage practical frameworks to decide when automation enhances CX and when over-automation risks triggering disengagement
Elaine Taylor, Product Owner – CX Platforms, Tesco Bank
10.20 Bonus Session; Reserved For Exclusive Conference Partner
10.50 Networking Break & Refreshments
Keynote | Customer Voice & Personalisation
11.20 Listen, Learn & Personalise At Scale: How To Capture The True Voice Of Your Customer Today & Translate It Into Hyper-Relevant Experiences That Retain, Delight & Grow
- Build a VoC programme that goes beyond surveys – capturing signals from every interaction, channel and touchpoint to build a complete and dynamic picture of customer sentiment
- Understand how to close the loop effectively: turning customer feedback into visible, communicated action that rebuilds trust and demonstrates you are genuinely listening
- Explore how leading organisations are using AI-driven personalisation to deliver the right message, offer and experience to the right customer at the right moment – without it feeling intrusive
- Identify the common traps that undermine personalisation programmes – data siloes, consent gaps and generic segmentation – and the practical steps to overcome them
Emma Collins, Head of Brand & Marketing, Hobbycraft
Case Study | Transformation Story
★ NEW FOR 2026!
11.40 From The Bottom Up: How One Organisation Rebuilt Its Customer Experience End-To-End & The Commercial Results That Followed
- Understand the diagnostic process used to identify root causes of poor CX – and why headline metrics alone were insufficient to identify them
- Follow the roadmap from initial quick wins through to structural change, including how the organisation built internal buy-in at every level of seniority
- Walk away with a transferable framework for scoping, sequencing and sustaining CX transformation within your own organisation
Alan Stott, Director of Customer Contact, Virgin Media O2
Panel Discussion | Omnichannel & Customer Journey Design
12.00 Seamless By Design: Orchestrate Connected Omnichannel Journeys, Strengthen Emotional Connections & Eliminate The Friction That Is Quietly Costing You Loyalty Every Day
- Map where omnichannel journeys break down in practice – the handoff failures, context losses and channel-switching moments that erode satisfaction and drive churn
- Use behavioural data, VoC insight and journey analytics to redesign the critical moments that impact trust, spend and long-term loyalty
- Explore how AI-powered routing, unified customer data platforms and real-time orchestration are closing the gaps that legacy infrastructure left open
- Streamline handoffs between departments, platforms and channels to create one continuous, emotionally intelligent experience – not a series of disjointed interactions
Philip Purdy, Head of Customer Happiness, Yoto
Joyce Fung, Senior End to End Customer Experience Designer, Sainsbury’s
Danielle Walker, Senior UX Designer, Lloyds Banking Group
Aswin Peter, Senior Product Lead- Customer Experience & Product Strategy, British Gas
Louisa Brand, Customer Marketing Lead, Utility Warehouse
12.30 Bonus Session; Reserved For Exclusive Conference Partner
12.45 Networking Lunch
Peer-To-Peer Discussions | Lunchtime Roundtables
13.15 Tackle Your Most Pressing CX Challenges In Small, Senior Groups & Leave With Practical Ideas You Can Act On Immediately
Delegates self-select into one of three discussion groups. These informal, off-the-record conversations uncover real challenges, share honest experiences and generate actionable ideas. Feel free to reshuffle midway to maximise new connections.
Discussion 1
Managing CX Across Multiple Markets: How Do You Build A Coherent Global Strategy Without Losing Local Relevance?
- What works as a universal CX principle and what needs to flex market by market – from language to regulatory context to consumer behaviour
- How do you maintain a consistent brand promise when your frontline teams are geographically dispersed and culturally diverse?
Discussion 2
How Do We Govern AI Without Slowing The Organisation Down? Balancing Innovation, Data Ethics & Regulatory Compliance
- What governance structures are organisations actually putting in place – and what has failed in practice?
- How do you QA an AI agent the way you QA a human one: call monitoring, scoring, coaching and continuous improvement?
Discussion 3
CX Leadership: What No One Shares – Practical Experience Exchange For Those In Leadership Roles
- How do you build credibility quickly when you’re inheriting someone else’s strategy, team and metrics?
- How do you manage up and across: making the case for CX investment to a board that sees it as a cost rather than a driver of revenue?
Simone Woodrow, Head of Customer Experience Ambition, Equalities & Extra Support, HM Revenue & Customs
AFTERNOON PROGRAMME
13.45 Afternoon Chair’s Opening Remarks
Fireside Chat | Employee Experience & CX
13.55 Why Your Frontline Teams Are Your Most Powerful CX Asset: How Investing In Agent Experience, Wellbeing & Development Directly Translates Into Superior Customer Outcomes
- Explore the direct, measurable link between agent satisfaction, retention and the quality of customer interactions – and why cutting headcount to fund AI projects so often backfires
- Identify the leadership behaviours and team structures that create a culture where employees feel trusted, supported and motivated to go above and beyond for customers
- Examine the unintended consequence of over-automation: removing routine tasks leaves agents in a relentless cycle of complex, high-emotion interactions with no cognitive recovery time
- Understand what genuine people development in CX looks like – building the emotional intelligence, active listening and decision-making skills that no AI can replicate
Dominique Stichling, Global Marketing Manager, JDE Peets
14.15 Case Study: How To Choose The Right Voice Model For Your Interface
Manoj Samuel, Senior User Experience Researcher, JPMorgan Chase & Co.
Keynote | Customer Expectations
DOUBLE PERSPECTIVE
14.35 Know Exactly What Your Customers Expect In 2026 & Beyond – & Build The Capability To Consistently Deliver It Before A Competitor Does
- Analyse the shifting landscape of customer expectations driven by digital acceleration, economic pressure and hyper-personalised experiences – and understand what the bar looks like today
- Identify the gap between what organisations believe they are delivering and what customers actually report experiencing – and the revenue leaking through that gap every day
- Explore how to use VoC data, real-time sentiment and behavioural signals to anticipate evolving expectations before they become pain points or reasons to churn
- Build an expectations-led CX strategy that is responsive to individual needs and scalable across complex, multi-channel operations
14.35 Perspective 1:
Andrew, Halloway, Head of UX & UI, British Heart Foundation
14.55 Perspective 2:
Rawaa Shami, Head of Customer Comms & Experience,Ryanair
15.15 Networking Break & Refreshments
Keynote | Behavioural Design
DOUBLE PERSPECTIVE
15.45 Understand How Your Customers Actually Think: Apply Behavioural Science To Design Experiences That Reduce Friction, Build Trust & Drive Loyalty At Every Touchpoint
- Explore cognitive load theory, loss aversion, reciprocity and social – and map each directly to moments of friction or drop-off in your own customer journeys
- Understand why technically excellent products and services still fail customers – and how behavioural-led design catches what conventional UX research misses
- Work through a live scenario: identify the psychological barriers preventing customers from completing a target action and redesign the experience to remove them
- Leave with a reusable diagnostic toolkit you can apply to any customer touchpoint, digital or human, to identify where experience is costing you revenue
15.45 Perspective 1:
Jess Drury, Senior UX Designer, Sky
16.05 Perspective 2:
Michael Ajala, Senior UX Designer, Barclays UK
Panel Discussion | Value & Measurement
16.25 Move From Measurement To Mastery: How To Build A Sophisticated CX Intelligence Function That Predicts Behaviour, Quantifies Value & Drives Boardroom Decision-Making
The organisations leading on CX are no longer just measuring satisfaction – they are building predictive intelligence capabilities that connect customer behaviour to financial outcomes in real time. This panel explores what that looks like in practice.
- Interrogate the limitations of legacy measurement frameworks – and examine how leading organisations are replacing static reporting with dynamic, predictive CX intelligence
- Explore advanced methodologies: journey analytics, real-time sentiment modelling, churn prediction and lifetime value mapping – and how to sequence their adoption without overwhelming your team
- Learn how to build a measurement narrative that resonates at board level: connecting CX investment directly to retention rates, revenue growth and competitive differentiation
- Understand how AI is accelerating the speed of insight – from call analysis to behavioural pattern recognition – and where human interpretation remains the critical differentiator
Vanessa Milan, Head of Voice of the Customer, Cambridge University Press & Assessment
16.55 Case Study: Interactive User Journey Maps For Better Stakeholder Engagement
Nagihan Tuna, Senior UX Researcher, Baillie Gifford
Closing Keynote | Strategic CX Leadership- Double Perspective
★ NEW FOR 2026!
17.15 Connect The Dots: How To Build A CX Strategy That Delivers Operational Excellence, Drives Revenue Growth & Earns A Permanent Seat At The Leadership Table
- Map the full end-to-end customer value stream and identify where experience improvements translate most directly into commercial outcomes including retention, upsell and referral
- Understand how to position CX strategically across the organisation – aligning marketing, operations, technology and HR around a shared customer-first agenda
- Close the day with a clear personal action plan: the three changes you will make in the next quarter and the metrics you will use to demonstrate their impact
17.15 Perspective 1:
Aswin Peter, Senior Product Lead- Customer Experience & Product Strategy, British Gas
17.35 Perspective 1:
Florence Lister, Senior Customer Experience Researcher,JPMorgan Chase & Co.
17.55 Chair’s Closing Remarks & Key Takeaways
17.55 Close Of Conference