Pete is a “People-focused transformational leader’ who is passionate about customer service, helping others achieve goals, and driving a continuous improvement mindset. Inspire a team of 50 nationalities speaking 17 languages to embrace challenges; drive visible, measurable high performance. Direction-setter and key influencer who shapes opportunities and people to foster success, stability, and growth.As a motivating “no excuses” IT executive with a history of repeated advancements into increasingly responsible technology leadership and service delivery roles. Led consolidation of 31 local and regional service desks across LATAM and Europe into a unified global world-class customer service operation for DHL that has won industry awards in Malaysia (Ace) and Europe (SDI).Pete loves what he does and his passion for people and for driving change in organizations keeps him excited and engaged.

Kate Jones leads a team of 80 people in Royal Mail providing a centralised knowledge management service to the UK business. The team provide regular reporting, data provisioning, master data management and business partnering services.Kate has worked for Royal Mail for over 20 years, joining the company as a Mathematics graduate and has undertaken varied roles within the organisation during her career. Her roles have focussed on data and reporting since her involvement in the company’s IPO in 2013, where data accuracy was a key area of focus.Kate has a passion for people management and empowering her team to provide an excellent service. She has built a wealth of experience regarding Royal Mail’s datasets and KPIs and her team support the operational, financial, customer and HR/people functions within the organisation. She has been leading the transition from legacy reporting practices to the adoption of BI tools such as QlikView and Business Objects, to remove manual work and increase insight into large and complex datasets.

Hear from some of the industry’s experts as they discuss How traditional customer contact is evolving and what this means for the customer journey?Joining us for today’s panel, we have Sergio Martin, Global Remote Resolutions Manager at IKEA, Mohamed Mohamed, Global Head of Customer Operations at British Council, David Farris, Director of Worldwide Customer Experience at EA Sports and Manas Bhardwaj, Head of Customer Success at Microsoft!

Wais Shaifta currently sits on the Board of The Gym Group plc as a non-executive director, where he is supporting the next phase of their growth. Prior to that, Wais was the CEO of Push Doctor, one of the leading digital healthcare companies in Europe. It works in partnership with the NHS to connect millions of patients each week with clinicians and appointments which are available in minutes. Wais was previously Director of Global Operations at Europe's largest online beauty marketplace Treatwell and prior to that, he spent six years with Just Eat culminating in the role of International Operations Director where he was responsible for overall group operations strategy and consumer experience.

Michela is an international Customer Experience Manager who strongly believes in CX to break the silos in the organization and drive business growth. In her career she has led global CX transformation projects in international companies across different industries: Telecommunications, Retail, Utilities, Food&Beverage. Her areas of competencies go from CX strategy, CX Design, Customer Journey & management, CX Governance and customer-centric Culture development. Her passion for CX, her customer-centric methodologies and the ambition of improving the CX by challenging the status quo, make her a true customer advocate and change maker. Currently she is responsible for the design and delivery of new value propositions, customer journeys and experiences that will shape the future of Nespresso globally.

Gemma joins us as Head of Customer Experience at Yell working towards the mission of connecting consumers and businesses brilliantly. With over 20 years of experience delivering customer focused change across organisations in a variety of industries, namely logistics, housing and digital marketing industries. Gemma is passionate about delivering outstanding customer experiences and continuously improving those experiences through insight and bringing a customer's journey to life. She is at her best when working collaboratively to achieve customer focused outcomes and empowering teams to deliver these.

Becky was formerly at Bain and NewsCorp, MBA from HBS. Focused on media, information and marketing services sectors, with deep experience in strategy and execution.

Ever wondered what it’s like to work for a company that helps improve people's lives through meaningful innovations? Join our exclusive interview with Lindsay Mitchell, Global Lead of Customer Engagement at Philips as she tells us more about her role, recent projects, and future plans.