Dr. Nicola Millard
Principal Innovation Partner, British Telecom Group
Nicola is a presenter, writer, and researcher on people-centered innovation in customer experience, digital workplace, and the future of work.
Shahrzad Samadzadeh
VP, UX & Product Design, Service Cloud, Salesforce
Presentation
Resilient & Sustainable CX
Shahrzad is a design executive, writer, and speaker who builds teams and partnerships that deliver the products, services, and business models of the future.
Kate Hardcastle
The Customer Whisperer, Founder Insight with Passion
Presentation
What customers want from businesses in 2021
Kate is the UK's leading 'go-to' business presenters. She is a writer for Forbes and was awarded an MBE by HRH The Queen for services to entrepreneurship. Kate has led the turnaround of British & Global branded businesses, as the Founder of Insight with Passion, supporting a stellar list of clients.
Sonja Hild
Director of Customer Service, BSH Home Appliances Group
Presentation
"Repair-Department" to "Premium Service Division": learnings from consumer centricity transformation
Sonja Hild is managing 280 consumer professionals at BSH Home Appliances Group. During the past 15 years, she has worked for several global corporations. Her expertise won her the “International Customer Experience Awards” in 2020 and a nomination for “Customer Experience Leader of the Year”.
Eveline Erkelens
Customer Experience Lead & Founder, Bright6 agency
Presentation
Great Customer Service Eats Marketing For Breakfast
Eveline Erkelens worked as a European contact center manager in the travel industry (TUI, Vacanceselect) for 20 years and was an agile leader with a specialty in customer service for 3 years. Today, she is the owner of CX agency: Bright6.nl.
Marianne Rutz
Operational Excellence Expert, Rutz Consulting
Presentation
Leaders in Service – the route to excellence
Marianne is the founder and owner of Rutz Consulting and the widely popular Operational Excellence Show podcast. Her mission and passion are in helping Contact Centre leaders positively transform their operational delivery, to enable truly excellent customer and employee engagement.
Olga Guseva
CX Strategy Expert & Bestselling Author, Integria Consult
Olga Guseva is an international CX strategy expert and customer-centric culture specialist, and the Managing partner of Integria Consult. As the co-author of the Customer Experience book, an Amazon #1 bestseller in several countries, Olga is a popular keynote speaker within Russia.
