Medallia Experience World Tour: London

12 June, 2025

Register Now

Connect with purpose.
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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