Paul Blunden

Paul Blunden has spent nearly 20 years working in the digital user experience sector and is the founder and CEO of Usability24/7. Prior to this he was co-founder and CEO of Foviance (now EY Seren), one of Europe’s leading service design agencies. Paul is also an advisor and non-executive director to a number of digital agencies and a Trustee and board director of Picker Europe.

During his time in the UX industry Paul has worked with a wide range of organisations including Dixons Carphone Group, Facebook, RBS and Telefonica helping them to improve the performance of the experiences they offer their customers and users.

Paul is author of a number of papers about digital customer experience and was the driving force behind the publication of the first multichannel customer experience report. More recently he has focussed on mobile and multiplatform user experience with publications on mobile optimisation, multiscreen user behaviour and responsive web design. Paul is also a regular blogger at Usability24/7 on user experience trends and challenges.

Dawn McGruer

Dawn is an award winning digital marketing trainer, practitioner, consultant, author and speaker who has become a key influencer in the world of digital over the past 20 years having amassed over 5 million subscribers and a 45,000 strong LinkedIn network. She is the Founder of Business Consort which is accredited by The Chartered Institute of Marketing and was established in 2005. The academy has developed it into a world leading training organisation having trained & certified over 20,000 students to date. She has over 10 commendations from the CIM for outstanding results achieved by her students achieving worldwide recognised qualifications such as the CIM Digital Diploma in Professional Marketing. In addition, she also was shortlisted for the CIM Marketing Excellence Award ‘Marketer of the Year’ earlier this year. Dawn has trained 1000’s or organisations including some of the world’s largest Global brands across most industries and was invited as a lifetime Fellow of the RSA – The Royal Society for the encouragement of Arts, Manufactures & Commerce founded in 1754. This invite comes as recognition of her expertise in the field of social media marketing and her work to raise awareness of the advantages of social media to business owners.

Augusto Schmidt

Augusto has over 20 years of experience in digital marketing, gained through a progression from web development, project management, to global Digital Marketing campaigns. His working experience is based on companies such as ITV, Telefonica, Inesting and Chubb Insurance. Whilst working on the Agency side, he managed brands like Vileda, Unibank, and Deutsche Bank. At Bitdefender, Augusto acts as Senior Manager of Global Enterprise Digital Marketing and oversees the global Search Marketing strategy, from Paid Media campaigns, SEO, as well as Content Syndication campaigns and Social Media.

Prerna Goel

Prerna is the Head of Operations, responsible for both building and running the bank activities for ClearBank®, UK’s first clearing bank in more than 250 years. She is passionate about building agile and well-controlled processes and has dedicated the last 12 years of her career to delivering strategic business outcomes by building customer-centric operating models.  She champions the use of digital channels to service customers and is focussed on leveraging technology to improve end to end customer experience.

Di Mayze

Di Mayze has recently left her role as MD of Europe at strategic marketing technology consultancy Acceleration to become a freelance Data and Technology Consultant. Di is an entrepreneurial brand geek with proven success in finding new solutions and revenue streams in traditional companies, and has 17 years of experience across media, fmcg and retail working at companies such as Boots, dunnhumby and The National Magazine Company. Di holds an MBA from Cranfield School of Management and is a qualified Project Manager and a Neurolinguistic Programme Practitioner

Steve Allcock

With over 15 years’ experience in managing client and customer product & service change in B2C & B2B, focused on digital transformation, Steve has built extensive knowledge of leading digital standards and principles.

Steve has spent his career working in a variety of industries for leading FTSE100 organisations, covering Utilities, Telecoms, Health & Financial Services (both Savings and Pensions), focused on digitalising costly transactional journeys. Some of his work includes redesigning websites, introducing new self-serve capabilities, developing mobile apps and implementing new channels of customer communication (Webchat, Social Media etc.)

Claire Bonniol

• Claire has co-founded CXB HUB with Alexis Grabar in July 2017, after 17 years as a partner at Academie du Service, a leading client culture consulting company in France.
• CXB HUB is a London based start up delivering strategic CX coaching and digital solutions to international large companies.
• Claire has delivered successful projects for more than 50 different international brands, in various industries and subjects, all having in common the search for
  • A more effective service delivery and better staff engagement.
  • The best possible mix of digital solutions and human interactions
• She is pragmatic, enthusiastic, innovative and very easy-going, passionate about the mix of cultures. She is living and working in London and Paris. She is the founder the CX International Linkedin Group, and runs CX Afterworks in Paris and London.

Jamie Thorpe

Jamie has extensive experience designing, implementing and servicing CX programmes. He blends his actionable and pragmatic approach with his customer and employee performance improvement expertise to deliver results. Kantar TNS is a recognised leader in the provision of full service CX programmes. With a unique focus on navigating and activating the moments that matter and avoiding those that don’t they are adept at driving effect implementation, engagement, adoption and activation with a monetised approach that drives business growth.

John White

John is a Customer Experience Transformation expert, with over 10+ years’ experience focusing on how you can orientate your organisation around the customer and drive targeted change initiatives across channels focused on the customer. Areas of expertise include; Customer Experience measurement, Customer Transformation Design, Customer Experience design, Customer and Channel segmentation In the last year, John has led programmes helping clients develop their customer experience approaches across channels, products and customer propositions – with exposure to Executive and Board level executives.

Leanne Farr

Leanne Farr is a strong and highly successful Sales and Marketing Director, with proven success to grow and develop a small family business from scratch to become the UK’s leading brand for solar PV. Creating a technically proficient strategy for the business, Leanne has driven targeted business growth in emerging, new and existing customer markets. Leanne’s continued passion to improve processes and the working environment enables Solar Plants to deliver an uwaverable customer experience.