The Customer Catalyst Conference

The world’s first conference on customer-led growth designed for senior and c-level executives hungry for great content but short on time.

Wednesday 17th / Thursday 18th November
6am Pacific / 9am Eastern / 2pm UK / 3pm CET

View 2021 Conference Talks

How do you drive growth in the Customer Economy?

Hear how leaders in these great companies are creating a C-Change in exclusive presentations with live Q&A.

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Click on the speaker profiles for more details about their session

  • The customer has killed business as usual

    Chris Adlard & Daniel Bausor
    Co-founders and Co-authors of The Customer Catalyst

    Chris & Daniel lead us into the concepts behind The Customer Catalyst, specifically how organizations are driving sustainable growth in...

    The customer has killed business as usual

    Chris Adlard & Daniel Bausor
    Co-founders and Co-authors of The Customer Catalyst

    Chris & Daniel lead us into the concepts behind The Customer Catalyst, specifically how organizations are driving sustainable growth in the Customer Economy using the C-change. They explain how digitisation is disrupting every industry and has effectively killed business as usual. Chris & Daniel unpack this theme and introduce all the conference speakers.

  • Customer Health

    Andrew Carrick
    Chief Customer Success Officer | Automic Group

    Andrew Carrick, Chief Customer Success Officer, Automic, describes how a relentless focus on customer health has played a critical role...

    Customer Health

    Andrew Carrick
    Chief Customer Success Officer | Automic Group

    Andrew Carrick, Chief Customer Success Officer, Automic, describes how a relentless focus on customer health has played a critical role in driving business growth. Andrew reveals how the use of operational data and dashboards, including customer health scores, provide an objective, data-driven view of customer success. Watch this session if you’re looking to systematically measure and increase the impact of Customer Success!

  • Customer Experience

    Gabriele Masili
    VP & CTO CX & Customer Success | Microsoft

    Gabriele Masili (known universally as ‘G,’), VP & CTO CX & Customer Success, Microsoft, leads the way in considering customer...

    Customer Experience

    Gabriele Masili
    VP & CTO CX & Customer Success | Microsoft

    Gabriele Masili (known universally as ‘G,’), VP & CTO CX & Customer Success, Microsoft, leads the way in considering customer experience through every touchpoint of the client journey. G is a champion of Microsoft’s transformation from a product sales to customer-led growth organization. He will show how to inspire, align, and motivate even a huge global customer support and success organization in the new customer economy. Watch this session if you’re into Customer Experience!

  • Customer Digital

    Helen Bierton
    Chief Banking Officer | Starling Bank

    Helen Bierton, Chief Banking Officer, Starling Bank, credited with developing the Starling Kite debit card for children. Helen will talk...

    Customer Digital

    Helen Bierton
    Chief Banking Officer | Starling Bank

    Helen Bierton, Chief Banking Officer, Starling Bank, credited with developing the Starling Kite debit card for children. Helen will talk about how customer-led thinking can build a disruptor bank to win more than a million accounts in just seven years. Helen uncovers how Starling continues to transform the digital customer experience for its award-winning #StarlingasaService platform – from savings or current accounts to integrated digital wallets, kids’ cards, and debit cards. This includes expansion across the EU in 2022 including France, Germany, The Netherlands, and Spain, subject to regulatory approval.
    Watch this session if you’re into the Digital Experience!

  • Customer Technology

    James Hyde
    CEO | James & James

    James Hyde, Cambridge graduate and Co-founder of James & James Fulfilment, has led a Technology C-change at this...

    Customer Technology

    James Hyde
    CEO | James & James

    James Hyde, Cambridge graduate and Co-founder of James & James Fulfilment, has led a Technology C-change at this international ecommerce pioneer to become a Top 1000 fastest growing company in Europe. James and James won the Queen’s Award for Enterprise in the field of innovation, recognising its unique, technology-focused approach to eCommerce. Hear James’s story from company inception to multi-million revenues through its customer centric culture and tech revolution to create an irresistible customer experience – not to mention coveted by the investor community. Watch this session if you’re into technology-led Customer Experience!

  • Customer Co-creation

    Johnny Castrup
    Digital Product Director, Head of LEGO Ideas | LEGO

    Johnny Castrup, Digital Product Director, Head of LEGO Ideas, LEGO Group, has the coolest job in town: working on all...

    Customer Co-creation

    Johnny Castrup
    Digital Product Director, Head of LEGO Ideas | LEGO

    Johnny Castrup, Digital Product Director, Head of LEGO Ideas, LEGO Group, has the coolest job in town: working on all the left-field, crazy, wonderful creations devised by LEGO superfans! Johnny explains how co-creation, letting your customers go wild with invention, can lead you to amazing commercial success. Watch this session if you’re into or want to know about how to co-create with your customers!

  • Customer Growth

    Julie-Ann Haines
    CEO | Principality Building Society

    Julie-Ann Haines, CEO, Principality Building Society, shows how simple focus on what the customer actually wants can deliver progressive...

    Customer Growth

    Julie-Ann Haines
    CEO | Principality Building Society

    Julie-Ann Haines, CEO, Principality Building Society, shows how simple focus on what the customer actually wants can deliver progressive, sustainable business growth – even in an increasingly competitive market dominated by huge banking rivals, FinTech and other tech Unicorns. Julie-Ann looks at how, even in the face of regulatory demands and revenue pressures, excellent customer experience provides a powerful engine for success. Watch this session if you’re into Customer-Led Growth!

  • Customer Culture

    Pat Phelan
    CCO | GoCardless

    Pat Phelan, Chief Customer Officer, GoCardless, uncovers the keys to culture – how every business unit, department and operational service can...

    Customer Culture

    Pat Phelan
    CCO | GoCardless

    Pat Phelan, Chief Customer Officer, GoCardless, uncovers the keys to culture – how every business unit, department and operational service can truly be aligned to ensure customer-led growth. Pat highlights the value that customers bring, particularly when seeking to streamline processes and integrate the user experience. He also examines the critical partnership between customer success and sales. These techniques and operational insights could transform your company! Watch this session if you’re into Customer-Focused Culture!

  • Customer Engagement

    Peter Duffy
    Chief Executive Officer | Moneysupermarket Group

    Peter Duffy, CEO, Moneysupermarket Group, leads one of the UK’s most high-profile consumer financial businesses. Peter reveals how...

    Customer Engagement

    Peter Duffy
    Chief Executive Officer | Moneysupermarket Group

    Peter Duffy, CEO, Moneysupermarket Group, leads one of the UK’s most high-profile consumer financial businesses. Peter reveals how Customer Engagement forms a central component of the group’s strategy, revealing how Moneysupermarket maximises the number of touchpoints with the client to drive satisfaction and loyalty. He explains how all this is helping to build the business and extend into new revenues even in the fickle online world. Watch this session if you’re into Customer Engagement!

  • Customer Health

    Jamie Dagger
    Vice President, Customer Excellence Operations | Conga

    Customer Health

    Jamie Dagger
    Vice President, Customer Excellence Operations | Conga

    Whitney Wood, Head of Marketing, OCX Cognition will interview Jamie and Angela.

  • Customer Advocacy

    Nicole Dingley
    VP Marketing & Customer Advocacy | Wiley

    Nicole Dingley, VP Marketing & Customer Advocacy, Wiley, has held management roles in Customer Success and Customer Advocacy. Hear how...

    Customer Advocacy

    Nicole Dingley
    VP Marketing & Customer Advocacy | Wiley

    Nicole Dingley, VP Marketing & Customer Advocacy, Wiley, has held management roles in Customer Success and Customer Advocacy. Hear how she has nurtured customer advocates in the publishing industry which has experienced phenomenal disruption. Nicole has spearheaded a C-change across culture, customer health, engagement, and advocacy to drive business growth with a thriving community of over 5,000 teachers who are customers of Wiley Education publications. Watch this session if you want to learn how sell customer advocacy and the value of customer communities to senior management!

  • Customer Voice

    Stanford Swinton
    Vice President Of Global Care and Customer Experience | Deliveroo

    Stan Swinton, VP Global Care and Customer Experience, Deliveroo, shows how he and his team are Building Deliveroo's World...

    Customer Voice

    Stanford Swinton
    Vice President Of Global Care and Customer Experience | Deliveroo

    Stan Swinton, VP Global Care and Customer Experience, Deliveroo, shows how he and his team are Building Deliveroo’s World Class Customer Care Organisation from the Ground Up. He explains why customer care matters for Deliveroo, what it takes to build and accelerate a world class customer service organisation, and how Deliveroo is constantly listening to its customers to put their needs and expectations at the centre of customer care to deliver real results. Watch this session if you’re into Customer Voice!

  • Customer Health

    Angela McKay
    Regional Vice President, Customer Success | Conga

    Customer Health

    Angela McKay
    Regional Vice President, Customer Success | Conga

    Whitney Wood, Head of Marketing, OCX Cognition will interview Jamie and Angela.

  • Customer Success

    Lee Miles
    Chief Customer Success Officer | Sitecore

    Lee Miles, Chief Customer Success Officer, Sitecore. Based in Dubai, Lee discusses how he’s managing the vision for Customer...

    Customer Success

    Lee Miles
    Chief Customer Success Officer | Sitecore

    Lee Miles, Chief Customer Success Officer, Sitecore. Based in Dubai, Lee discusses how he’s managing the vision for Customer Success at Sitecore, the digital experience cloud and best-in-class CMS for the world’s smartest brands. When making any decision, he looks through the lens of the customer with any eye on customer outcomes three years ahead. Lee shares his story of driving customer success in a global business bridging traditional on-premises technology as well as SaaS and cloud. By looking at and reviewing every aspect of the customer experience, Lee explains how Sitecore develops its services, strengthens relationships, and grows its worldwide revenues. Watch this session if you’re into Customer Success!


    Adam Joseph, Regional Vice President, Gainsight interviews Lee.

     

  • Conference Host and MC

    Toby Chapman-Dawe
    MD | Strand Communications

    Conference Host and MC

    Toby Chapman-Dawe
    MD | Strand Communications

 

View 2021 Conference Talks

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