CX Spotlight 2021

• 1:00 - 1:05 PM OPENING

  Our host Morag Cuddeford-Jones will open the show.

• 1:05 - 1:25 PM TOUGH CONVERSATIONS FOR MEANINGFUL SOLUTIONS – HOW WE CAN TAKE INCLUSION TO THE NEXT LEVEL ⎢Debbie Forster, Tech Talent Charter

  This session will look at the progress made in terms of inclusion and what is needed to move it forward. Debbie will discuss ways in which organisations are putting inclusion, equity and belonging at the heart of their work and why this isn’t just the “right” thing to do but a smart strategic move.

  

  DEBBIE FORSTER

  CEO, Founder  |  Tech Talent Charter
  
  Debbie Forster is an award-winning leader and a recognised figure in the areas of diversity, tech, innovation and education and was named by Computer Weekly as the Most Influential Woman in UK IT for 2019. She is a portfolio consultant and is co-founder and CEO for the Tech Talent Charter, an industry collective which aims to deliver greater inclusion and diversity in the UK tech workforce. As part of her wider portfolio, Debbie works as an executive coach, and a consultant specialising in supporting start-ups, scale ups, SMEs and social enterprises.

• 1:25 - 1:50 PM DRIVING DELIGHTFUL CX THROUGH DIVERSITY ⎢Ghazal Asif, Google

  Diversity, Equity and inclusion have become hot topics to drive business performance through better employee experience. But what impact can Diversity have on CX, and why? In this thought-provoking presentation, we will explore why diversity is just as important to CX as it is to employee experience.

  

  GHAZAL ASIF

  Head of Channel Sales EMEA  |  Google

  Ghazal Asif is an award-winning executive and currently the Head of Channel Sales, EMEA at Google. Ghazal has a prolific track record of building world-class channel GTM teams, from strategy to program to execution. Ghazal is also a champion for Diversity, building and launching several high-impact Diversity initiatives in her career.

• 1:50 - 2:15 PM ROLE OF BRAND POWER IN CONSUMER EXPERIENCE ⎢Ridhima Thukral, Unilever

   

  

  Ridhima Thukral

  Global Brand Marketing Director | Unilever
  
  Ridhima is a marketing leader with over 13 years of experience in building consumer brands in Personal Care and Food categories across Unilever, GSK Consumer Healthcare and Aditya Birla group. She has a unique experience in creating and growing brands across South Asia, Middle East, South East Asia, North America and Europe—by strengthening brand equity, identifying brand purpose and developing new self-sustaining, digital first business models— made successful through deep consumer understanding. 

   

• 2:15 - 2:40 PM BETAS - THE RISE OF THE NEW B2B DECISION-MAKER ⎢Jennifer Shaw-Sweet, LinkedIn

  In partnership with GWI and 34,000 surveyed B2B professionals, we talk you through the major shifts affecting B2B leaders, buyers and decision-makers today. What's new? How and why are we seeing differences in behaviour and motivation? This is an essential session for leaders, future leaders and anyone who wants to do business with them.

  

  Jennifer Shaw-Sweet

  EMEA Lead  |  B2B Institute at LinkedIn

  After 20 years in top 10 network agencies,  Jenny jumped over to LinkedIn to join the ground-breaking B2B institute, a thinktank at LinkedIn. Her research interests lie in business, marketing, branding, the power of creativity and on the side, law, human rights and anthropology.

• 2:40 - 2:50 PM BREAK

  Enjoy a 10-minute break and grab a cup of tea.

   

• 2:50 - 3:15 PM HYPERGROWTH DEBUNKED: CUSTOMER DRIVEN GROWTH ⎢Irina Nicoleta Scarlat, Revolut

  In fast-paced environments, we often see companies jumping from product-driven growth straight into marketing-driven growth. Unfortunately this means that they forget the customer in the process. Revolut has grown at an unbeatable pace within the industry by being able to build from scratch a trusted and engaged community that has ultimately become the driving force behind our hypergrowth. Putting the customer in the center of the growth strategy has been key to the company's success.

  

  Irina Nicoleta Scarlat

  Global Head of Growth | Revolut
  
  Irina Scarlat is an experienced people & projects leader and relentless in her goal of driving sustainable growth for tech companies. She is currently leading Revolut’s global growth & marketing teams worldwide. Prior to joining Revolut, she led the marketing efforts of Uber in Romania, shaping the local strategy and working on strategic regional projects & initiatives goring the market from 20k to 1.2M users.
  
  

• 3:15 - 3:40 PM RE-IMAGINING B2B EVENT EXPERIENCES IN A DISTRIBUTED WORLD ⎢Lynn Lester, The Drum

  Latest research by GreatBusinessSchools.com shows that 83% of us now work remotely and that over 79% of young professionals believe that it is unnecessary to go into the office. However the same research evidences that nothing is more important that in person interactions for connecting with and converting prospects.

  Over 72% of people attending networking events are influenced by simple gestures such as looks and handshakes, so how can we engage and stimulate their senses remotely in order to drive the human connectivity that is so important for business?

  Virtual & Hybrid events have clearly seen exponential growth during the last 12 months but the customer experience for B2B events is still questionable at best. This session will look at best practice delivery of remote and hybrid events with a focus on creating more immersive, engaging experiences.

  

  LYNN LESTER

  Managing Director, Events |  The Drum

• 3:40 - 4:05 PM CENTERING CUSTOMER EXPERIENCE IN A DIGITAL-FIRST WORLD | Yamini Rangan, HubSpot

  The world changed in 2020. We are entering a digital-first era of customer experience. In the age of the empowered buyer, your growth is dependent on customer delight. And there's an art and a science to creating delight. In this talk, Yamini Rangan will share insights on the state of customer experience in 2021 and how your business can adapt.
  
  

  

  Yamini Rangan

  Chief Customer Officer |  HubSpot
  
  Yamini is a strategic and results-oriented technology professional with 24+ years of experience across sales, marketing, operations, and strategy. She is a leader and team player with highly developed interpersonal, communication skills and has been recognised as one of the Most Influential Women in Business by San Francisco Business Times. She is a frequent speaker at SaaS / customer-centric conferences and a guest lecturer at Berkeley. Yamini is passionate about customer-centric growth and scaling high-performance teams.

• 4:05 - 4:45 PM PANEL: CREATING A MORE DIVERSE, EQUITABLE, AND INCLUSIVE WORKFORCE IN 2021 AND BEYOND

  The year 2020 was fraught with examples of blatant structural inequities and systemic racism. Individuals and organisations alike have been forced to contemplate and reflect on those injustices that have been so clearly illuminated. If there has ever been a time to take a stand, the time is now. But, are organisations really committed to the cause? 

  Join this panel discussion and hear from top leaders in the space about what companies should be doing to create a more diverse, equitable and inclusive workforce as we strive for a more balanced and fairer society.

  Diane Young CEO, The Drum	Eimear Marrinan Eimear Marrinan Director of Culture, HubSpot	Adrienne Everett Director, LinkedIn & Head of DI&B, OK Mentor
  Helen Matthews Chief People Officer, Ogilvy UK

   

All sessions will be broadcasted live with a 5 min Q&A in the end.