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December 02, 2025
InterContinental - The O2
1 Waterview Drive
London

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What's on
December 02
December 02
December 02
08:00
Exhibition & networking
Welcome breakfast & registration
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09:00
Main stage
Chairperson opening remarks
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09:15
Main stage
Trustpilot casestudy: The real story behind our CRM modernisation journey
Alicia Skubick, Chief Customer Officer, Trustpilot
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09:45
Main stage
Aligning CS with all the cross-functional teams at an exec level
Kay Mukherjee, Regional Vice President, Customer Success Management, Salesforce
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10:15
Exhibition & networking
Coffee break
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10:45
Main stage
Anti burnout leadership: Building ambitious CS teams that still sleep at night
Maranda Dziekonski, Chief Customer Officer, Fexa
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11:15
Main stage
Using rich qualitative feedback to drive net retention
Spencer Dent, Co-founder, Clozd
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11:45
Main stage
Interactive roundtable discussions
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12:30
Exhibition & networking
Lunch break
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13:30
Main stage
Panel | AI in action: Redefining customer functions for competitive advantage
Jason Noble, Global VP Customer Solutions, PayComplete
Gemma Versace, Global Chief Client Officer, X-Team
Grant Watling, Portfolio CCO, Hg Capital
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13:30
Workshops
Turning customer education into a revenue engine: Interactive workshop
Frances Kleven, Senior Director of Core Customer Experience, Learnupon
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14:15
Main stage
Change management as a CCO: Guiding customers and your org
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14:45
Main stage
Building customer success: Processes, systems, and the human layer
Anne-Marie Costigan, Vice President, Customer Success, Hubspot
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15:15
Exhibition & networking
Coffee break
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15:45
Main stage
Leading through uncertainty: Lessons from crisis management
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16:15
Main stage
Panel | Organising the customer function: Post-sales team collaboration in action
James Lawson, Chief Customer Officer, Service Geeni
Angelene Woodland, Chief Customer Officer, British Business Bank
Deepankur Kukreja, Associate Vice President, Customer Success, Microland
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17:00
Main stage
Chairperson closing remarks
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17:00
Exhibition & networking
Networking happy hour
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