How the fastest-growing companies in the UK win customer loyalty

In today’s fiercely competitive markets of cycling apparel and jewelry, Rhys and Jade are setting the pace with their ground-breaking customer loyalty strategies. Now, they’re ready to share their insights with you!

Our guests are outpacing their competitors in highly-competitive industries.

Join Rhys Howells from Rapha and Jade Roberts from Monica Vinader as they unveil the secrets to building customer loyalty at scale, winning back customers and the data behind their decision-making.

Discover how proactive service, personalized experiences, and feedback shape their CX strategy – that truly resonates with their consumer base. Elevate your game, glean their insights and stand-out in your industry!

  • Building proactive customer service, anticipating needs and exceeding expectations
  • Developing an integrated approach to customer experience and gathering insights at every touchpoint
  • Monica Vinaders’ strategy in empowering agents to retain customers and the impact on customer loyalty
  • Engaging customers in product development and decision-making
  • The role of community-building that turns customers into brand advocates


Rhys Howells
Head of Customer Service

Driving exceptional customer service is a team sport! Rapha has built a community of cycling enthusiasts to 20k worldwide, while Rhys and his team have consistently improved CSAT scores, efficiency, customer retention, and eliminated silos.

Jade Roberts
Head of Customer Experience

Having earned her CX stripes at Ted Baker, Jack Wills and Monica Vinader – Jade is passionate about advocating for customers at every opportunity. Leading an award-winning team, having won Best CX Initiative in 2023, Jade is sharing her top tips for success.

Featured On-Demand

25 min read

Amplify your influence at the leadership table

Join us as senior leaders share strategies for maximizing impact in strategic discussions, data-driven advocacy, and cross-departmental collaboration. Unlock invaluable insights to elevate your influence at the leadership table.

Watch now
25 min read

Human-powered service in the age of ChatGPT

As the market floods with AI-powered solutions, let’s delve into how AI can enrich the customer experience, and the crucial role of human-powered service.

Watch now
25 min read

Hiring an AI Agent and what it means for your CX team

Unlock the game-changing capabilities of AI agents in customer service. Join us for an exclusive look into hiring an AI agent with Anuj Arora, VP of Solutions & Strategy at Ada.

Watch now

Ready to transform your customer experience?

Book a personalized demo to see Dixa in action.