12:00Doors open – food and networking
13:00Welcome – Christian Lohmann, Dixa
13:20Speaker – Sandrea Morgan, Charles Tyrwhitt
13:40Speaker – Riccardo Baldoni, Silver Cross
14:00Break
14:15Speaker – Paloma Hellfeier-Truong, Miinto
14:35Panel – The support team's seat at the tableWoolman, Club L London, Bloom & Wild, Monica Vinader
15:05Break
15:20AI, live – with Jakob Nederby, Dixa
15:50Panel – What we automated, what we didn't, and whyCreditspring, Smartphonehoesjes, Wolf & Badger
16:20Networking
17:00Close
17:00 – 19:00Pub – The Crown Tavern, everyone welcome
Sandrea Morgan
Head of Customer Service and Change, Charles Tyrwhitt
Rewriting the role of CX: how we turned our support team into a business function
How a fast-growing brand redefined what its CX team is actually for, moving from reactive support to something that shapes the customer relationship and feeds back into the business.
Riccardo Baldoni
Digital Director, Silver Cross
Talk coming soon
Riccardo has rebuilt customer service at Silver Cross from a single shared inbox into a full multichannel setup, with AI now handling much of the volume.
Paloma Hellfeier-Truong
Director of Product & CX, Miinto
Scaling quality CX in a marketplace: Miinto's journey from reactive support to proactive experience
Miinto is a fashion marketplace across 12 markets, with customer service at the coordination layer between customers and hundreds of partner boutiques. Paloma shares how they're moving to proactive, signal-driven experiences.
Panel
The support team's seat at the table
Pitching data that changes the business
Support teams sit on some of the richest data in an ecommerce business, but it rarely leaves the help desk. This panel looks at how leading brands turn that insight into a business case ops, product and finance actually act on, and shift support from cost centre to strategic input.
Moderated by Matthew Slater, Woolman
Fiona Abrams
Head of Customer Experience, Club L London
A CX leader of over 15 years, Fiona leads Club L London's international CX strategy and has built AI and automation into how her team works, taking friction out of the customer journey and making the case for customer advocacy at the executive level.
Isobel Mills
Director of Customer Delight, Bloom & Wild
Isobel has spent over a decade at Bloom & Wild, from its first Customer Delight hire to leading the team today. She's now building AI into the team's work, from agents that answer customer queries to smarter ways of reading CSAT.
Carla Hood
Customer Care Manager, Monica Vinader
Carla leads customer care at Monica Vinader, with 15 years across luxury retail and hospitality and a track record of turning high standards into a genuinely premium customer experience.
Panel
What we automated, what we didn't, and why
CX leaders on the decisions behind a real AI rollout
Every CX team is on an AI adoption curve, some scoping their first use case, some automating the majority of their contact volume, some two years in and still tuning. Leaders from fintech and ecommerce share the decisions that shaped their journey: what they automated first, what they kept human, what blocked them, and what they'd do differently.
Moderated by Graham Philip, Dixa
Matt Hardy
Customer Operations Manager, Creditspring
Matt focuses on building effective, scalable customer journeys and a great customer experience at Creditspring, a UK fintech making borrowing fairer and more accessible. He's especially interested in how AI can improve the journey while keeping human support where it matters most.
Jessica Schulz
Customer Service Manager, Smartphonehoesjes
Jessica led Smartphonehoesjes' move to AI, taking live chat containment from 25% to 82% as the business expanded across Europe. Smartphonehoesjes is the largest phone accessories webshop in the Netherlands.
Georgina Kirkup
Customer & Brand Experience Manager, Wolf & Badger
Georgina looks after customer and brand experience at Wolf & Badger, the marketplace for independent designers and brands, across its global marketplace.
