September 30 – October 1  |  Live Virtual Experience

Featured Performer

Leona Lewis

Singer, songwriter, actress and activist

British global singing sensation Leona Lewis has sold over 35 million records worldwide. The singer-songwriter — who is also an actress and philanthropist — reached number one in over 35 countries with her hit single “Bleeding Love.”

All Speakers

Katherine Vaughan

Director of User Research, Monzo

Lee Pethers

Principal Product Designer, Monzo

Vikram Krishna, Customer Experience

Vikram Krishna

Executive Vice President, Head of Group Marketing & Customer Experience, Emirates NBD

Martin Gill

VP, Research Director, Forrester

Joana de Quintanilha

VP, Principal Analyst, Forrester

Michelle Beeson

Analyst, Forrester

Enza Iannopollo

Principal Analyst, Forrester

Karine-Cardona-Smits portrait

Karine Cardona-Smits

Senior Analyst, Customer Experience, Forrester

Ryan Skinner

Principal Analyst, Forrester

Jordan Mitchell

Global DEI Engagement Partner, Sprout Social

Judith van Herwaarden

Global Principal Customer Experience, HeidelbergCement

Dane Anderson

SVP, International Research & Product, Forrester

Philippe Armand

Global Consumer Experience Marketing Director, Michelin

Élise Ducret

Chief Marketing & Digital Officer, France, L'Oreal

Perle Bagot

Associate Director, HUB Institute

Sophie Heller

Chief Operating Officer Retail Banking & Services, BNP Paribas

Gordon Jackson

Head of Insights & Decisioning, NatWest Group

Dave Shaw

Director of Customer Strategy & Marketing, Tesco Bank

Angelina Gennis

Senior Analyst, Forrester

Anjali Lai

Anjali Lai

Senior Analyst, Forrester

Thomas Husson

VP, Principal Analyst, Forrester

Rick Parrish

VP, Principal Analyst, Forrester

Michele Goetz

VP, Principal Analyst, Forrester

Boris Evelson

Vice President, Principal Analyst, Forrester

James L. McQuivey, PhD

VP, Research Director, Forrester

Cinny Little

Principal Analyst, Forrester

Alyson Clarke

Principal Analyst, Forrester

Brandon Purcell

VP, Principal Analyst, Forrester

Aurelie L'Hostis

Senior Analyst, Forrester

Gina Bhawalkar

Principal Analyst, Forrester

Dipanjan Chatterjee

Vice President, Principal Analyst, Forrester

Andrew Hogan

Principal Analyst, Forrester

David Truog

David Truog

VP, Principal Analyst, Forrester

Zhi Ying Barry

Zhi Ying Barry

Senior Analyst, Forrester

Maxie Schmidt

VP, Principal Analyst, Forrester

Michelle Yaiser

Director, CX Analytics, Forrester

Judy Weader

Senior Analyst, Forrester

Su Doyle

CX Exec Partner & Sr Analyst, Forrester

Ian Jacobs

VP, Research Director, Forrester

David Johnson

Principal Analyst, Forrester

Oliwia Berdak

VP, Research Director, Forrester

Jenna Wohead

Director, Certification, Forrester

Clarissa Skinner

Researcher, Forrester

Luis Deya

Researcher, Forrester

Cheryl Hart

Principal Data Quality Manager, Forrester

Mary Beth Kemp

Senior Consultant, Forrester

Richard Sheahan

Principal Consultant, Forrester

Michael O'Grady

Forecast Analyst, Forrester

Michael Harris

Chief Product Officer and CMO, Alvaria

Dr. Peter Graf

Chief Strategy Officer, Genesys

Renée Hodgin

Voice Analytics Business Scientist, Dell

Brian LaRoche

Director of Marketing, CallMiner

Colette O’Shea

Chief Operating Officer, Landsec

Clare Flitton

Head of Customer Propositions and Innovation, Landsec

Sophie Atkins

Customer Experience Specialist, Clarasys

Katie Barends

Solutions Consultant, Iterable

Alex Robson

Snr. Manager of International Marketing, CallMiner

Neal Bartram

Chief Operating Officer, ICON Communication Centre

Brian Atkinson


Nick Wellner

Senior Account Executive, Intercom

Huw Jones

Manager, Solutions Consulting, Verint

Thomas John

VP EMEA Channels, Five9

Asim Zaheer

Chief Marketing Officer, Glassbox

Sean Albertson

Managing Director, Client Experience Measurement & Analytics, Charles Schwab & Co., Inc.

Jeremy Strang

Global Senior Manager Customer Intelligence, DHL

Tricia Aguilar

Head of Solutions Strategy, Forsta

Steve Harding

AVP, Customer Workflows Solutions Sales EMEA, ServiceNow

Michael Noonan

Transformation and Operations Officer, Capita Software

Simon Brunger

Director of Customer Support, Capita Software

Kathy Neff

Director, Product Marketing, Customer Workflows, ServiceNow

Atle Riksfjord

Director, Banking Applications, Eika

Thiale Diop

Product Marketing Manager, Business Applications Group, Microsoft

Katrina Oliver

Global Head of Consumer Research, YOOX NET-A-PORTER GROUP

Alexandra Crossley

Senior Director, Strategic Accounts, Alida

Michael Horwitz

Product Marketing Manager, Glassbox

Hala Agha

Senior Solutions Engineer, Clarabridge

Maribel Linares

Loyalty and CX Lead, Baleària

Mike Gozzo

VP of Product, Zendesk

Jay Gupta

Director of Product Marketing, AI & Automation, Talkdesk

Carmen Wrona

Head of Digital Services and Knowledge Management Europe, Electrolux

Darren Kunkel

Director, Technical Marketing, Talkdesk

Stephen Kennedy

Solution Director, eGain

Rachel Lane

Solution Principal, Contact Center, Medallia

Radi Hindawi

Senior Director, Strategic Insights, InMoment

David Noone

Strategic Innovation Lead, Odigo

Jonathan Bean

CMO, Sinch

Aimee Peters

Group Head of Marketing and Corporate Communications, Mashreq Bank

Jen Brown

Director of Marketing, Sprinklr

Grad Conn

Chief Experience Officer, Sprinklr

Alex van Gestel

VP, Consumer Products, EPAM

Hayley Ward

Head of Customer Experience, Digital and Data, M&S

David Howgego

VP of Solution Consulting, Medallia

Dan Jones

Senior Insight Specialist, InMoment

Simon Fraser

VP Customer Experience, InMoment