Competing on experience,

winning the customer

Customer Alpha

21st May 2024 | London, UK

Welcome!

Customer Alpha is a cross industry community of professionals striving to create better outcomes for their customers. It’s a platform for learning and discussion on all things customer. From leveraging omnichannel marketing to using customer data to create personalized loyalty cards, we’re bringing customer experience leaders from eBay, Marks & Spencer, National Rail, Only Fans and more together under one roof to collaborate and explore the next frontier in customer experience innovation.

2024 key event stats

The customer reigns supreme and strategies to win their hearts, minds and share of wallet have never been more important. Understand how customer behaviour is evolving and informing the strategies, products and processes that will attract, retain, and better serve the current and next generation of customers

150+

Rockstar speakers

3-in-1

Co-located with two other events

1

Day of innovative content

600+

Attendees

2024 key themes

THE AI REVOLUTIONS IMPACT ON CUSTOMER EXPERIENCE

AI is transforming customer experience by offering personalised interactions, predictive insights, and efficient problem solving. Automated processes streamline transactions, allowing businesses to focus on meaningful engagement. Chatbots provide instant support, and AI-driven recommendations cater to your customer needs. Discover how AI can impact customer experience, making it more convenient than ever for your customers to interact with your brand.

HOW GEN Z IS RESHAPING CUSTOMER INTERACTIONS

Gen Z demands their customer brand interactions to be seamless, personalised and socially conscious. They prioritise authenticity, value ethical practices, and rely on instant, mobile friendly services. Businesses adapting to these preferences thrive, fostering loyalty by aligning with Gen Z’s tech-savvy, socially aware, and individualistic mindset.

HARNESS THE POWER OF CUSTOMER DATA

Utilising customer data is vital for creating a positive experience as it allows your business to understand preferences, anticipate needs, and tailor interactions. Analysing data fosters targeted communication, tailoring products or services, and resolving issues promptly. This customer-centric approach enhances satisfaction, loyalty, and builds enduring relationships based on understanding and responsiveness.

BUILD BETTER RELATIONSHIPS WITH YOUR CUSTOMERS THROUGH SOCIAL MEDIA

Ever wanted to know how you can use social media to build strong customer relationships & engage in authentic conversations? Listen as our panellists explain how to use interactive posts, polls, and user generated content to enhance community participation, creating a sense of community, fostering trust, loyalty, and a building a positive brand perception.

2023 rockstar sponsors

Marqeta

2024 industry partners

The experience

Look forward to lively conversations, new connections, and lots of customer and good times

UNIQUE VENUE

Customer Alpha is being hosted at etc.venues 155 Bishopsgate, a stylish venue in the heart of London and the perfect space to partake in compelling content sessions, explore the vibrant exhibition area and more.

DRINKS RECEPTION

To finish off a day of inspiring content and smart networking, attendees can join a drinks reception on the expo floor whilst networking with strategic partners.

CO-LOCATED EVENTS

One day, four events and an interconnected community – register for Customer Alpha 2024 and get access to FTT Embedded Finance & Super-Apps, Future Identity Customer and FTT Payments. Four events’ worth of content and networking.

Past attendees include:

Financial institutions, customer experience leaders, technology providers & policymakers

2024 rockstar speakers

Abdul Khaled
Head of Digital | Customer Experience & Digital Products
E.ON Energy
LinkedIn
Carl McCartney
Customer Experience Director
Les Mills UK
LinkedIn
James Allan
CEO & Founder
Zing
LinkedIn
Alvina Lachman-Miller
Product Owner, Rail Availability & Reservation Service
The Rail Delivery Group
LinkedIn
Peter May
Managing Director, Group Head of Fraud
HSBC
LinkedIn
Laura Alda
EMEA Strategic Partner Manager - Payments Partnerships
Meta
LinkedIn
Barry Parker
Chief Information Officer
Santander UK
LinkedIn
Sachin Torne
SVP - Global Payments Transformation
Citi
LinkedIn
Adam Gagen
Global Head of Government Affairs
Revolut
LinkedIn
Chris Higham
Head of Payments & Cards
Secure Trust Bank
LinkedIn
Tina Murgulia
Risk Manager (European Team Lead)
Faire
LinkedIn
Erwin Bakker
Head of Strategy & Transformation - Global Financial Services
Jaguar Land Rover
LinkedIn
John Pyall
Head of Underwriting & Products
Great Lakes Insurance
LinkedIn
Andrew MacDowall
Founding Director
Toros Advisory
LinkedIn
Paul Staples
Group Head of Embedded Banking
Clear Bank
LinkedIn
Nicole Anderson
Venture Partner
1835i
LinkedIn
John S
Chief Revenue Officer
Rockspoon
LinkedIn
Tom Voaden
Head of Partnerships & Channel Sales
BR-DGE
LinkedIn
Briony Krikorian-Slade
Principal Payments, Innovation & Resilience
UK Finance
LinkedIn
Niall Haughey
Founder
Graze
LinkedIn
Jinesh Vohra
Chief Executive Officer
SpriveApp
LinkedIn
Chen Zhang
Product Consultant
Swiipr
LinkedIn
Nick Holt
Senior Director
Marqeta
LinkedIn
Javier Gorena
Chief Financial Officer
Rentals United
LinkedIn
Marcus Treacher
Executive Chairman
RTGS.global
LinkedIn
Oonagh van den Berg
Managing Director and Founder
Virtual Risk Solutions
LinkedIn
Keith Ferguson
Senior Product Manager
Flutter International, PokerStars
LinkedIn
David Palmer
Chief Product Officer, Pairpoint and Blockchain Lead
Vodafone
LinkedIn
Maria Khan
Director of Product & Digital
Tandem Bank
LinkedIn
Jyoti Goyal
Head of Product
BT
LinkedIn
Claire Maillet
PhD Researcher, Insider Fraud
University of Portsmouth
LinkedIn
Deniz Atabey Alkan
Senior Manager, Trust & Safety
Bumble
LinkedIn
Jean-Paul Feidt
Lead, Payment and Fraud Management
Douglas
LinkedIn
Dennis Phúc McNulty
Director of Payments
GetYourGuide
LinkedIn
Daniel Belda
Chief Product & Marketing Officer
Fero
LinkedIn
Ivan Prokofev
Payments & Fraud Reporting Lead
Bumble
LinkedIn
Richard Talbot
Head of Cash & Self Service
NatWest Group
LinkedIn
David Malley
Head of Scheme & Product Innovation Lead
NatWest
LinkedIn
Rebecca Shao
Innovation & Fintech Manager
Jaguar Land Rover
LinkedIn
Danielle Dodoo
Digital Consultant - Open Banking
The Co-operative Bank
LinkedIn
Oli Cook
CEO
ekko
LinkedIn
Blerina Essen
Finance & Operations Director
Norac Foods UK
LinkedIn
Abhishek Gambhir
Chief of Staff to CFO & Head of Strategy Office
Curve
LinkedIn
Daniel Parekh-Hill
CEO
Flare
LinkedIn
John Labadorf
Fintech Board and Independent Advisor
ex Google
LinkedIn
Jonathan Tseelon
Founder & CEO
Jonts & Co.
LinkedIn
Izabella Kaminska
Senior Finance Editor
Politico Europe
LinkedIn
Ashley Isenberg
CEO/Partners
Fractional FinTech
LinkedIn

2023 agenda

09:00 - 09:10 Opening Remarks

  • Charlie Onions, Product & Content Associate, VC Innovations 

09:10 - 09:50 Unpacking the eCommerce explosion through the lens of the customer

The rapid growth of ecommerce is about more than just internet access and the impact of the pandemic. Join ecommerce experts as they explore the key drivers and the benefits to customers.

  • Jerry Lee, Head of Product (Banking & Services), Marks & Spencer

09.50 - 10.30 The customer reigns supreme

True customer centricity means understanding customer behaviour and how it should inform product development. Hear from leading brands as they share what it means to put the customer at the heart of every product or service. 

  • Dragos Gal, Head of Enterprise Integrations & Partnerships, Visitor Analytics  
  • Alvina Lachman-Miller, Senior Product Manager/Product Owner, Rail Delivery Group  
  • Carolina Ramirez, Vice President of Marketing, Freemove Alliance  
  • Steve Rogers, Advisor & Chief Product Officer, Lifeed  
  • Lee Taylor, Chief Financial Officer, OnlyFans

10.30 - 11.10 Data drives results

No brand can ignore the power of data. Understand cutting edge technologies behind collecting & utilizing data driven insights to create more personalised customer journeys to attract and retain the customer of today and tomorrow.

  • Tatiana Botskina, Co-Founder and Chief Technology Officer, Deriskly 
  • Ilias Tsatalmpasidis, Head of Growth Marketing, Superscript 
  • Elena Grigoras, Product Management & Growth Strategy, Laerdal Medical

11.10 - 11.30 Coffee Break

11.30 - 12.10 Revealing the next frontier in omnichannel eCommerce

If providers of good and services can’t meet customer need where and when it manifests, they may well lose out to a brand that can.

  • Ruba Aramouny, Chief Marketing Officer, Femna Health 
  • Gianfranco Cuzziol, Avon International CRM & Personalisation Lead, Natura & Co.  
  • Luisa Milbank, Ex Head of Formats & Design, Ex-Sainsburys 

12.10 - 12.50 Keep your friends close and your customer even closer.

Coming up with new and creative ways to leverage emerging technology to strengthen brand-consumer relationships is imperative to being a successful business. Discover how leading brands are doing so in this customer relationship deep dive. 

  • Giovanna Melfi, Founder | Chief Executive Officer, Verba Communications  
  • Odhran Clancy, Brand Partnerships – Fintech & Regulated Services, TikTok 
  •  John Sills, Managing Partner, The Foundation Growth Consultancy  
  • Elena Cicotelli, Vice President – Business Development/Automotive, Teleperformance  

12.50 - 13.50 Lunch Break

13.50 - 14.30 Living the dream: Creating seamless customer journeys

Streamlining your customer journey to create a seamless experiences from start to finish. Understand the hard work of simplicity.

  • Wasim Mushtaq, Managing Director, 1 Consulting Group 
  • Carolina Ramirez, Vice President of Marketing, Freemove Alliance 
  • Ellie Sutton, Director, Veriteer  
  • Nora Law, Client Success Director, CGA Experience  

14.30 - 15.10 Innovation at checkout: How the power of technology is transforming payments

Payments are complex experiences that need to be made simple for end users. If not delivered correctly and in line with evolving customer expectations, they can end a sale cold. Hear from payments experts as they share their views on the future of payments.

  • Koba Kurdadze, Head of Global Payments, MEAMA Coffee  
  • Ivor Brands, Chief Marketing Officer, WeMeet  

15.10 - 15.50 How can businesses better serve customers during at time of rising prices and stretched incomes?

A challenging economic environment is also an opportunity to win customer loyalty. Explore the ways in which supporting customers now, pays dividends in the future.

  • Will Hackett, Head of Fintech Practice, Pangea  
  • Ilias Tsatalmpasidis, Head of Growth Marketing, Superscript 
  • Livia Bernardini, Chief Growth Officer, Zag  

15.50 - 16.10 Coffee Break

16.10 - 17.00 Building in loyalty by design

Everyone wants to be the brand adored by the customer. Explore the role of loyalty programmes in driving customer stickiness and retention as well as adoration

  • Penny Shaw, Ex Global Loyalty Manager, Ikea

17.00 - 17.40 Sign up now: Exploring the future of the subscription economy

What is driving a shift from repeat purchases to subscription? Crucially, understand the business benefits as we hear from those successfully using a subscription-based model.  

  • Andrew Samu, Editor, DisruptionBanking 
  • Sagi Avitan, Co-Founder & Chief Executive Officer, PayLow 
  • Ed Ferguson, Global Head of Propositions, Pret  
  •  Alexandra Rico-Lloyd, Founder, Bike Club 

17.40 - 17.45 Closing remarks

17.45 Networking drinks

What does our community think?

"The Customer Alpha event was an extremely relevant and detailed event which was of benefit to companies across many industries. The VC Innovations preparation for the event was very professional and it was a pleasure to be a part of."

LEE TAYLOR

ONLYFANS

"Customer Alpha was a wonderfully curated event with some of the best insights I’ve heard to date around CX.I particularly enjoyed working with Giovanna Mefli, John Sills and Susannah Simmons on our panel discussion and I also enjoyed hearing Livia Bernadini from Zag on the panel titled, “how can businesses better serve customers during a time of rising prices and stretched incomes.” I thought this topic was extremely relevant and timely.Looking forward to participating in more conferences organized by VC Innovations!"

ELENA CICCOTELLI

TELEPERFORMANCE

"The organization of the event was remarkable. Although there were countless speakers, I could sense the people in-charge provided personal attention to any request and question. At the event itself, from the very first moment I could feel completely aware of how things are handled and what should I do. An untrivial point was the panel actually started exactly on time.
Also the speakers that shared the stage with me – Andrew (Disruption Banking), Alexandra (Bike Club) and Edward (Pret A Manger) – handled the event professionally and I could sense we had a nice chemistry."

SAGI AVITAN

PAYLOW

"Customer Alpha was an excellent experience. Talking on a panel gave me exposure to a wide range of perspectives and allowed me to field questions from peers. Listening in to other speakers and asking questions was valuable to my organization's pressing needs. Beyond the panels, networking with peers was smooth and productive. I'm looking forward to opportunities surfaced through that process."

WESLEY MANN

ETSY

"I had a great time networking and engaging in insightful and thought provoking discussions. This was a very well organized event and it was fun meeting some old acquaintances and making new ones. I would highly recommend these events to anyone looking to hone their networking skills, meet some great people and brainstorm together to expand their perspectives. Enjoyed every minute of it."

DMITRIY KURBANOV

DISH

“The depth of expertise and diversity of thought at CustomerX made it one of the most interesting and helpful conferences I've attended this year. It felt less like a conference and more like a community of intelligent, curious, and connected people who share similar professional and career goals.”

TREVOR MENGEL

CLOUTDESK

Contact us

Reach out to the Customer Alpha team with queries on how to get involved through sponsorship, exhibition, speaking or media partnership opportunities

Victor Cruz
CEO
Sales Enquiries
LinkedInEmail
Alexandra Green
CMO
Marketing & media enquiries
LinkedInEmail
Onesha Liyanage
Senior Producer
Content enquiries
LinkedInEmail