Engage Customer

Insights From Shilpa Manikanteswaran, Insight Analyst at Decathlon What if the most lucrative revenue opportunity across your digital estate is already sitting right under your nose? At the recent Engage Customer Summit, Shilpa Manikanteswaran, Insight Analyst at Decathlon took to the Data Insights & Analytics stage to showcase how sports retail giant Decathlon transformed a standard website utility into an extraordinary commercial powerhouse.

Insights From Nick King, Insights Director at AutoTrader Electric vehicles are no longer a fringe conversation. They sit at the intersection of innovation, cost, sustainability and everyday convenience, yet the journey from consumer curiosity to purchase remains far from straightforward.

AI is changing customer service, but the bigger shift is not simply the arrival of new tools. It is the move towards operating models built around better resolution, stronger knowledge and more connected ways of working. In a recent interview with Raconteur, Sarah Al-Hussaini VP of GTM AI at Zendesk, delves into what it really takes for AI to move from experimentation to meaningful operational change.

In partnership with Zoom, this supplement explores how senior customer engagement leaders are reimagining contact centres, journeys and roles for an AI-enabled, always-on world. Drawing on a Focus Group, survey, a podcast and an Engage Customer Talks studio broadcast, it highlights what leaders are really doing to remove friction, use AI and automation intelligently, and elevate human-centred service across complex omnichannel operations.

Claudia Nicholls-Magielson Simplyhealth Chief Customer Officer I'm a board level strategic commercial leader with significant experience in fintech, retail, publishing and FMCG. I have delivered breakthrough results at local, regional and global level, based in the Netherlands -where I'm from-, Switzerland and the UK. I have a passion for purpose brands and people. My pet-hate is gobbledygook. I have led and managed large budgets and multifunctional teams with full P&L ownership.

Insights From Phil Quickenden, Head of Customer and Registration Services and Emily Hilman, Performance and Improvement Manager at London Borough of Camden What if your organisation could see customers as clearly as Netflix understands its viewers?

Insights from Lucie Child, Head of Customer at Transport for Greater Manchester Customer experience is no longer a “nice to have”. It is the engine behind loyalty, growth, and long term success. At our recent Engage Customer Summit, one session on the Customer Experience Management stage stood out for its clarity, practicality, and real world relevance.

Insights From Rebecca Brooks-Daw, Head of Group Customer Experience at The AA In a landscape where customer expectations are evolving faster than ever, the challenge is no longer just listening to customers, it is turning that insight into meaningful, measurable action. At the Engage Customer Summit, one session on the Customer Experience Management stage stood out for tackling exactly this: how organisations can move beyond metrics and truly improve customer outcomes.

Insights From Abdul Khaled, Head of Digital | Customer Experience & Digital Products at E.ON Next Customer experience has long been championed as a differentiator, but at the Engage Customer Summit, one session made a compelling case for something more: CX as a true engine of commercial growth. This was not just theory, it was grounded in real world impact, behavioural science, and tangible business results.

a transformational year London, UK – June 2026 – The Engage Customer Summit has been awarded Silver in the category of Best Development of an Existing Conference/Event (over 1000 attendees) at the Conference & Events Awards 2026, recognising the event’s exceptional growth and strategic reinvention.