12:00Doors open – food and networking
13:00Welcome – Hugo, Dixa
13:05A word from our CCO – Sascha Skydsgaard, Dixa
13:20Speaker – Sandrea Morgan, Charles Tyrwhitt
13:50Speaker – Rikke Rosenlund, BorrowMyDoggy
14:20Break
14:40Panel – The support team's seat at the tableWoolman, Club L London, Bloom & Wild, Monica Vinader
15:25Break
15:40AI in the CX industry, plus a live demo – Jakob Nederby, Dixa
16:15Panel – What we automated, what we didn't, and whyDixa, Creditspring, Wolf & Badger
16:45Networking
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.
Rikke Rosenlund
Founder & CEO, BorrowMyDoggy
Building trust at scale: lessons from BorrowMyDoggy
Rikke founded BorrowMyDoggy in 2012 to connect dog owners with trusted local dog lovers for walks, weekends and holiday care. Today it has over a million members across the UK and Ireland. Before this she built an international career across financial services and the automotive industry, and she holds an MBA from INSEAD.
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
Customer Delight Director, Bloom & Wild
Isobel is Customer Delight Director at the Bloom & Wild Group, where she's spent the last 11 years building a customer-first culture. She leads the people and operations teams and works across the wider business to amplify the voice of the customer.
Carla Hood
Customer Care Manager, Monica Vinader
Carla leads the Customer Care team at Monica Vinader, where she's spent the last seven years refining the luxury jewellery customer experience. Her background spans 15 years across luxury retail and hospitality, and she founded her own business in 2015.
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 looks after the customer journey end to end at Creditspring, a UK fintech making borrowing fairer and more accessible. He's especially interested in how AI and automation can improve that journey while keeping human support where it matters most.
Georgina Kirkup
Senior Customer & Brand Experience Manager, Wolf & Badger
Georgina led the build of Wolfie, Wolf & Badger's AI support assistant, from the ground up, taking on some of the hardest queries in ecommerce: the complex "where is my order" cases that span multiple brands, carriers and countries.
