Nick Macfarlane

Sky España

Head Of Customer Experience

Starting as a customer service advisor, Nick has built a career in Customer Experience over the last 15 years at some leading global brands and was named as #2 CX professional in the UK by CX Magazine in December 2019.  His approach is to keep customer experience simple and human and leverage the contact centre as a key source of insight, indeed under his leadership Sky Spain’s CX programme uses all digital touchpoints to better understand the customer and drive Enterprise wide improvement actions. Nick is currently Head of Customer Experience at Sky España, where his end to end customer experience remit stretches across Product, Design, Data and Change for the OTT TV service that was Sky’s first ever organic launch in a new country.

Ifah Sivak

Dropbox

Head of CX Online Strategy

An accomplished hands-on leader with over 20 years of experience in the telecommunications and technology industry, where I have been implementing best in class customer experiences and technologies, across multiple platforms and applications internationally. I have a proven track record of leading digital teams with extensive strategic and operational experience in building online platforms and websites using Design Thinking process.

Skilled in Six Sigma methodology and PMP- qualified project delivery.  Keen to ensure operations are running lean and with measurable success for the business.

I am a huge advocate for encouraging girls into STEM and attracting and retaining women in tech careers.  I am an active member of Connecting Women in Technology (CWIT) Ireland and currently volunteering as the Integration Chairperson. CWIT is a partnership of 20 tech companies with a focus on women in STEM.

I have MSc in Human Computer Interaction and BSc in Information technology and Business Studies.
 

Kasia Szokalska

Customer Success Expert

Within the last decade, Kasia has gained significant experience in Customer Success, Business Analysis and Customer Experience, i.a. during her career as an independent consultant for various SMBs as well as at Adobe and BWM. She has worked strategically with global F500 companies within the retail, transportation and pharmaceuticals sectors, guiding them through digital transformation. She considers herself a digital native and an ("elder") millennial, passionate about the impact of technology on humanity and generations.

Sarah Eborall

Barclays

Head of Customer Experience & Digital Customer Solutions

TBA

Hussein Dajani

Nissan

General Manager - Digital and Customer Experience (CX) Transformation - Africa, ME, Turkey, & India

Hussein has over 18 years of solid holistic Omnichannel Marketing Communication experience in the space leading and building seamless Phygital Customer Experience Journeys within multinational agencies (JWT, Leo Burnett, and TBWA) and Fortune 500 companies (Virgin Mobile, Red Bull, Nissan Motor Co.), across the Middle East, Africa, Turkey and India region.
After a 2 years stint with hug digital, as its Chief Digital and Operating Officer, which he grew exponentially till he lead to its sale to WPP, Hussein joins Nissan Motor Co. as General Manager Digital and Customer Experience for Africa, Middle East, India, and Turkey, for Nissan and Datsun brands, to be responsible for its Digital Transformation. Furthermore, Hussein plays an active role in the advisory council of the World Marketing Congress, as a Director with the Customer Institute, and as an expert advisor in ISMA (International Social Media Association).
 

Joe Rice

Twitter

Data & Enterprise Solutions

Joe leads Twitter's Data & Enterprise Solutions group based from their London office. His team helps organizations gain actionable insight from Twitter data and supports the ecosystem of partners that serve brands. Joe has been in the social world for eight years working with several social media related start-ups prior to joining Twitter. Past experiences include many years at Cisco and several years as a consultant, including a stint in international development where he tried to make the world a slightly better place. Joe mainly tweets about economics, politics and satire about economics and politics. Follow him @josephlrice

Irina Pashina

SAP SE

Senior Director - Content Marketing, Content Strategy, Customer Experience & Co-Active Coach®

Irina is a global marketing expert and speaker with extensive experience in the technology and nonprofit sectors. Leading a content strategy function at SAP, she feels fortunate to shape superior customer experiences with a focus on digital transformation. Irina has driven large marketing projects and change management initiatives, and guided co-workers and teams in her various roles. Her ability to connect with people across cultures and functional areas has been a key success factor in multiple fields of marketing and communications. Irina’s passion for coaching and mentoring, great customer experience, and content as a connector and differentiator is what makes her run.

Aneta Korobkina

Service Excellence and Leadership Expert

Aneta Korobkina is an international coach and speaker on service excellence and leadership. With experience of over 16 years in the hospitality industry around the world, currently she consults companies on service strategy. She passionately shares her knowledge and inspires companies to transform their CX. Aneta just published her first book on Service Strategy. Her portfolio of clients includes banks, clinics, hotels, retail in 10 countries around the world.