Meet the Speakers

Conference Chair


Ted Hunting
Ted Hunting
Senior Vice President of Marketing
Bright Pattern

Speakers


Matthew Syed
Matthew Syed
Best Selling Author
Thought Leader
Gabriele Masili
Gabriele Masili
Chief Technology Officer, Customer Experience & Success
Microsoft
Dekyi Boorsma
Dekyi Boorsma
Director of Customer Service EMEA
Netflix
Patrick Houbrigts
Patrick Houbrigts
Global Customer Service Strategic Projects Director
Booking.com
Cathleen Doorenbosch
Cathleen Doorenbosch
Head of Shared Services
Deliveroo
Thomas Reby
Thomas Reby
Head of Product Support
Google
Chris Thewlis
Chris Thewlis
Chief Operating Officer
nPower
Tobias Voegtlin
Tobias Voegtlin
Head of Customer Servicing Operations, Lufthansa Group & CEO
Lufthansa InTouch
Dominik Bauersch
Dominik Bauersch
Head of Digital Customer Interaction
AXA
Stela Koleva
Stela Koleva
Vice President, EMEA Service and Support
SAP Concur
Michelle Huenink
Michelle Huenink
Director, Customer Service & Analytics, Customer Services & Support (CSS),
Microsoft
Roberto La Rosa
Roberto La Rosa
Corporate Global Call Centre Manager
Amplifon
Chiara Parodi
Chiara Parodi
Design Research Manager
Vodafone
Lisa Steele
Lisa Steele
Customer Service Director
BGL Group
Arancha Martín
Arancha Martín
Global Contact Center Manager
Telefónica
Antonio Barranco Rosales
Antonio Barranco Rosales
Global Manager Customer Support
PagoFX by Santander
Ricardo Felix
Ricardo Felix
Global Head Customer Support
PagoFX by Santander
Radu Ciocan
Radu Ciocan
Group Director Customer Operations
inwi
Mohamed Attia
Mohamed Attia
Global Head of Customer Operations
British Council
Katalin Fritz
Katalin Fritz
Chief Customer Officer
Marley Spoon
Chris Carmichael
Chris Carmichael
Head of Product Fulfilment
TUI Musement
Petra Mengelt
Petra Mengelt
Country Manager
Blue Finance Oy Ltd
Balazs Szabo
Balazs Szabo
Head of Customer Experience and Digital Development
E.ON
Ramón Delima
Ramón Delima
Vice President; Managing Director
Air France - KLM; Cygnific
Gayana Helder
Gayana Helder
Global Head of Customer Experience
IWG
Peter Halsor
Peter Halsor
Former Chief Customer Experience Officer
Riyad Bank
Stefanie Wallau-Drügh
Stefanie Wallau-Drügh
Head of Customer Insights and Tools
Deutsche Telekom
Benedikt Dormann
Benedikt Dormann
Director Global Customer Service
N26 Group
Claudia Belardo
Claudia Belardo
Vice President Business Transformation
IFS
Nathan Turner
Nathan Turner
Operations Manager, Customer Services
Zynga
Philip Purdy
Philip Purdy
Head of Customer Services
Community Fibre
Peter Evans
Peter Evans
Head of Continuous Improvement
LEGO
Konstantinos Fineskos
Konstantinos Fineskos
Global Head of Customer Service Centers
Philip Morris International
Kati Packalen
Kati Packalen
Head of Customer Experience
Post Nord
Anton Homma
Anton Homma
Global CSC Customer Knowledge & Insights Manager
IKEA Group
Joanna Macleod
Joanna Macleod
Former Chief Transformation Officer
American Express Global Business Travel
Marcin Kupczak
Marcin Kupczak
Head of Global Customer Service
FlixBus
Alexandra da Silva Rodrigues
Alexandra da Silva Rodrigues
Strategical Advisor for Global Contact Centers
Radisson Hotel Group
Darko Popovic
Darko Popovic
Group Head of Customer Service
Ferratum Bank
Adam Taylor
Adam Taylor
Managing Director
Vericall
Ed Creasey
Ed Creasey
Director of Pre Sales
Calabrio
Paul Turner
Paul Turner
VP Strategic Accounts
Vonage
Ruth Zive
Ruth Zive
Head of Marketing
Ada
Marco Costa
Marco Costa
General Manager
Talkdesk
Kaitlin Pettersen
Kaitlin Pettersen
Global Director of Customer Support
Intercom
Stephen Kennedy
Stephen Kennedy
Director of Solutions
eGain
Robert Henkel
Robert Henkel
Sales Manager DACH
RingCentral
Peter Urmson
Peter Urmson
CEO
Spotzer
Samuel Ellis
Samuel Ellis
Enterprise Account Executive
RingCentral
Bruce Mazza
Bruce Mazza
VP Global Technology Alliances
Blue Prism
Dr. Dominik Grafenhofer
Dr. Dominik Grafenhofer
Head of Chapter Predictive Services & AI, Lead Big Bet Voice and Contact Analytics
Deutsche Telekom
Tabitha Dunn
Tabitha Dunn
Chief Customer Officer
Ericsson
Chris Caldwell
Chris Caldwell
CEO
Concentrix
Vasco Pedro
Vasco Pedro
Co-founder and CEO
Unbabel
Sérgio Catarino
Sérgio Catarino
Diretor Contact Center
Santander
Jann  Hoffmann
Jann Hoffmann
Head of Contact Centre Operations Management
Danske Bank
Jan Smets
Jan Smets
Director Retail and Customer Care
bpost
Matt Curall
Matt Curall
Portfolio Director
Capita
Martin Taylor
Martin Taylor
Deputy CEO
Content Guru
Kristen Summers
Kristen Summers
AI CTO in Data and AI Expert Labs and Learning
IBM
Jean-Pierre Sleiman
Jean-Pierre Sleiman
Data Operations Manager
N26
Léonie Brown
Léonie Brown
Head XM Scientist, Customer Care Solution
Qualtrics
Jagrit Malhotra
Jagrit Malhotra
General Manager
Clarabridge
Becky Ploeger
Becky Ploeger
Global Head of Reservations & Customer Care
Hilton
Dee Reddy
Dee Reddy
Podcast producer
Intercom
Cory Haynes
Cory Haynes
VP Financial Services Strategy
Talkdesk
Rui Biscaia
Rui Biscaia
Senior Director of Product
Talkdesk
Zeus Kerravala
Zeus Kerravala
Founder and Principal Analyst
ZK Research
Amanda Halpin
Amanda Halpin
Senior Principal Solution Lead
Genesys
Dave Glasgow
Dave Glasgow
Alliances Director
IPI Integration
Amy Goldy
Amy Goldy
VP
Conentrix
Edmund Ovington
Edmund Ovington
VP of Global Alliances
Unbabel
Martin Hill-Wilson
Martin Hill-Wilson
Customer Service, CX & AI Engagement Strategist
Brainfood Extra
Mark Orsborn
Mark Orsborn
Senior Director, Product Management
Salesforce
Thomas John
Thomas John
VP Channels - EMEA
Five9
Ron Moody
Ron Moody
CEO
Connect Assist
Brian Andrews
Brian Andrews
Senior CX Principal
Medallia
Brian Loveys
Brian Loveys
Director, Offering Management, Data and AI
IBM Watson
Pedro Pombo
Pedro Pombo
Managing Director
Accenture Interactive
Caitlin Neary
Caitlin Neary
Global Head of Contact Centres
Dorchester Collection
David Burns
David Burns
Group Chief Technology Officer
Key Travel