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Spark new thinking.
Shape the future.
Join an intimate gathering of industry leaders and practitioners.
Discover how omnichannel insights, conversational intelligence, and AI-powered innovation are driving smarter strategies and measurable impact for organisations.
Leave inspired—with valuable connections and a clear path forward.
Space is limited. Secure your spot today.
Agenda
9:00 - 10:00
Registration and Networking Breakfast
10:00 - 10:45
Opening Keynote
Medallia Vision
Mark Bishof, CEO at Medallia
Sid Banerjee, Chief Strategy Officer at Medallia
Fabrice Martin, Chief Product Officer at Medallia
10:45 - 11:15
Break
11:15 - 11:50
Customer Panel: From Insights to Action: Unlocking the Power of Experience Intelligence
Julia Murphy, Head of Customer Experience at Three
Paloma Pajara, Customer Experience Manager at SANTALUCÍA
Monika Schweitzer, Global Head of CX Program at DHL Express
Moderator: Jim Miller, Senior CX/EX Advisor at Medallia
12:00 - 12:35
Breakout
Option 1:
Driving Loyalty Through Experience: Volkswagen Group’s CX Transformation
Nick Ratcliffe, Customer Experience Director at Volkswagen Group UK
Jamie Thorpe, Chief Experience Officer at Ipsos
Option 2:
Medallia-Led Session: Omnichannel Listening – Capturing the Voice of the Customer Everywhere
Matt Churchill, Senior Director CX/EX Advisory at Medallia
12:35 - 13:45
Lunch / Analyst Lunch & Session
13:45 - 14:20
Medallia-Led Session: Demonstrating Value: Strategies to Showcase Impact and ROI
Claudia Frisch, CX Manager at Generali Austria
Dr. Anna Steinhage, Director, Strategy Analytics at Medallia
14:30 - 15:05
Breakout
Option 1:
Customer Story: JLR’s Journey to Real-Time, Personalized Experiences
Leena Parmar, Head of Marketing Technology at JLR
Pete Norwood, Head of Digital Experience at JLR
Benjamin Cheadle, Head of Customer and Marketing Analytics at JLR
Option 2:
Medallia-Led Session: Breaking Down Silos: Practical Tips for Integrating Your CX & EX Strategies
Eleanor Telling, Senior Director CX/EX Advisory at Medallia
Claudia Trice, Principal CX/EX Advisor at Medallia
15:05 - 15:40
Break
15:40 - 16:25
Closing Keynote
Customer Panel: Loyalty Unlocked: The Art of Winning Lifelong Customers
Marco Ottaviani, Head of CRM and Customer Activation at MSC Cruises
Gabriela Vargas, HQ – Voice of Customer Program Leader at Decathlon
Moderator: Enrique Gómez, Principal CX/EX Advisor at Medallia
16:30 - 18:00
Networking Reception
Medallia User Group
11th June, 2025
9:00 - 10:00
(Optional) Industry Networking Breakfast
Industries: Manufacturing, Entertainment, Financial Services, Hospitality & Travel, Transportation & Storage, High Tech, Retail, B2B
10:00 - 10:15
Welcome Kick Off
10:15 - 11:00
Networking Roundtables
Creating Buy-in within Your Organization:
Table Topic Owners:
Emma Starkey (New Look)
Clementine Moore (British Airways)
Igniting CX/EX Culture:
Table Topic Owners:
Emma Perkins (Experian)
Linzi Hindle (DHL Supply Chain)
Listening Program ROI including EX CX:
Topic Owners:
Kim Thompson (Standard Bank)
11:00 - 11:45
Panel 1: Successful Customer Journey Mapping
Panelists:
Emma Perkins (Experian)
Patikas Christos (Aegean Air),
Amy Green (Sky)
11:45 - 12:45
Networking Lunch Conversational Data Use Case:
Topic Owners:
Sameer Bhatnagar (Betfred)
Digital – Best Practices:
Topic Owners:
Jeroen Brunken (Redcare Pharmacy)
Romina Fonseca Allegretti (Maersk)
B2B: Group Discussion
Financial Services: Group Discussion
12:45 - 13:00
Panel 2: Program Governance
Panelists:
Emma Starkey (New Look)
Emma Perkins (Experian)
13:00 - 13:45
Break
13:45 - 14:30
Panel 3: Using Unstructured Data & Text Analytics
Panelists:
Jeroen Brunken (Redcare Pharmacy)
Sameer Bhatnagar (Betfred)
Mara Cesana (DHL Supply Chain)
14:30 - 15:30
Networking Roundtables
Closing the Loop – Best Practices:
Topic Owners:
Emma Perkins (Experian)
Linzi Hindle (DHL Supply Chain)
Medallia Ideas – Driving Engagement:
Topic Owners:
Kim Thompson (Standard Bank)
Graham Hoy (Betfred)
B2B: Group Discussion
Financial Services: Group Discussion
15:30 - 16:00
Wrap Up & Key Takeaways
16:00 - 17:00
Networking Happy Hour (On Site)
17:00
Conclude
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