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December 04, 2024
InterContinental London - The O2
1 Waterview Drive
London

Agenda

Take part in discussions, learn from the most experienced customer leaders, and leave with the tools, relationships & knowledge you need to lead a relentless customer function, capable of driving value and delighting customers at scale.

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What's on
December 4
December 4
December 4
08:00
Main stage
Welcome breakfast & registration
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09:05
Main stage
Chairperson opening remarks
Anika Zubair, Chief Customer Officer, Griffin
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09:15
Main stage
CS is changing: how CCOs and CS teams need to rethink their approach
Kevin Cohn, Chief Customer Officer, Brightflag
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09:45
Main stage
Panel discussion: The customer compass: navigating organisational value with a customer-first approach
Claire Turton, VP, Customer Success, Blue Yonder
Benjamin Childers, VP, Global Client Success, Engaging Networks
Anika Zubair, Chief Customer Officer, Griffin
Riccardo Composto, Senior Director, Customer Success, EMEA, Sitecore
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10:30
Main stage
Coffee break
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11:00
Main stage
Differentiated customer success: building a CS process that fuels sales and beats competitors
Jamie Davidson, Co-Founder & CEO, Vitally
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11:30
Main stage
Roundtable networking session: Challenges as a customer leader in a landscape in flux
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12:00
Main stage
Panel discussion: Unlocking industry leading revenue growth - a cross-functional go-to-market strategy to deliver value throughout the customer journey
Francesco Federico, Global Head of Marketing, S&P Global
Melanie Mills, Chief Revenue Officer, Caxton
Kim Faura, Chief Product Officer, Checkatrade.com
Chris Dishman, VP, Global Customer Success, Totango
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12:30
Main stage
How to maintain your core business qualities whilst scaling globally
Grant Watling, VP, Customer Success, Proofpoint
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13:00
Main stage
Lunch break
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14:00
Main stage
Embedding a true high performance culture
Dan Farley, VP, Customer Success, Lunio
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14:30
Main stage
Panel discussion: Strategic cultural evolution - cultivating a high-impact team environment
Aneesh Thapa, VP, Customer Success, Trustly
Deborah Knight, Chief Customer Experience Officer, Doctify
Beatrice Modrok, VP, Client Success EMEA Enterprise, Worldpay
Alex Farmer, Chief Customer Officer, Nezasa
Dominque Duquennoy, Head of Customer Success EMEA, SS&C Blue Prism
Anika Zubair, Chief Customer Officer, Griffin
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15:15
Main stage
Coffee break
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15:45
Main stage
Using generative AI for a faster, more-efficient customer experience that makes better decisions
Claudia Nicholls-Magielsen, Chief Customer Officer, Simply Health
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16:15
Main stage
Unlocking the C-suite: a roadmap for aspiring Chief Customer Officers
Alena Rosini, Chief Client Officer, EMEA, Media.Monks
Jennifer Yorke, Chief Customer Officer, Ometria
Jayne Liggett, Chief Customer Officer, ScreenCloud
Elizabeth Blass, Chief Customer Officer, Karbon
Anika Zubair, Chief Customer Officer, Griffin
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16:45
Main stage
Closing remarks
Anika Zubair, Chief Customer Officer, Griffin
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16:50
Main stage
Happy hour networking drinks
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