Customer Service & Experience
Advisor & Speaker, Forbes Contributor


Adrian is a best-seling author,Forbes contributor and expert on Customer Experience.He brings over 16 years experience to focusing on helping companies large and small develop and implement customer focused, sustainable growth strategies.He has previously worked with Shell, FT, The Economist Group and Mowlem, as well as consulting with hundreds of smaller businesses to help them engage with their customers, build their customer retention and improve service.


VP of EMEA at Natero



John has over 20 years of experience leading international sales and customer operations for technology companies. Prior to Natero, John spent ten years building Intel's EMEA Customer Quality Operations, and six years leading the growth of EMEA Services at Citrix Systems. He also led worldwide Customer Support Operations at SolarWinds Software before forming CustomerLink, a Sales and Customer Success services company based in Dublin, Ireland. CustomerLink was acquired by Natero in 2019. 
John holds a Bachelor of Technology degree from the National University of Ireland, Galway and an MBA from The Open University.


Global Customer Success Director at Nielsen Brandbank


Kevin has been training and supporting customers for almost 30 years, serving mainly within the FMCG sector. He has enjoyed various roles including Account Management, Consultancy and Head of Global functions. Kevin is currently Global Customer Success Director at Nielsen Brandbank, where he has been implementing Freshdesk to enable greater customer accessibility and ensuring consistency of support across a number of territories. Kevin has a team of 75 Customer Agents who are enjoying being a significant part of their customers’ success.


Head of Marketing-UK & Europe at Freshworks



Angélica is a seasoned marketing executive currently heading Marketing for Freshworks in Europe. With over 15 years of experience in the IT and Internet industries, she successfully expanded Microsoft’s application platform business in Europe . As head of marketing for Qlik in EMEA, she drove the highest business performances in the company for 4 consecutive years by deploying cutting edge customer driven strategies. She is French-Colombian and speaks fluent French, English and Spanish.

Key takeaways  :

Goodbye, customer touchpoints. Hello, seamless-contextual-personalised connections.

The ways in which customers interact with businesses have changed drastically in the last few years and engaging customers has never been easier - or more important. Today, customers hold the power to become either brand advocates or detractors - based on just a single experience they have.

It’s fair to conclude that meeting customer expectations seamlessly and spontaneously every single time and on channels they prefer, has become table stakes for businesses and the only way to demonstrate their commitment to customer engagement. Join us in an interactive and engaging talk show with industry leading CX experts and prominent business leaders from organisations, as we discuss what the new-age digital customers of today actually expect from brands they engage with and understand how service-oriented businesses could create customer engagement programs that build loyalty and boost the bottom line.