Meet the Judges

Dedicated and committed to putting the People Experience at the heart of organisations to create a thriving culture for customers and colleagues to shine! Always keen to be hands on listening, designing and implementing programmes often a result of strategic game changing workshops with the aim to inspire others to consider the employee and customer experience. Working with large-scale operations globally, from call-centre to start-ups, I've seen the challenges companies feel at scale, from resource, infrastructure and process. A natural instinct is to be detail-orientated and data-led; I can't help but ‘zoom out’ to understand the bigger picture considering the Employee and Customer Journey alongside Business Strategy. My own personal journey, has led me to learn how much Customer Experience aligns with my personal passion and excited to learn more from other amazing and like-minded people. A favourite quote of mine from Maya Angelou - People forget what you said, People forget what you did, but People never forget how you made them feel! SPECIALITY AREAS: ⭐️ Employee Engagement⭐️ Customer Experience ⭐️ Voice of the Customer ⭐️ Customer Journeys ⭐️ Vision / Strategic Workshops ⭐️ Organizational Cultural Change ⭐️Customer Success ⭐️ Project Management ⭐️ Customer Insight / Data Analysis ⭐️ Leadership ⭐️Operational Planning ⭐️Organization Skills

With over a decade of experience of customer outcome transformation in the utility sector. Alex is now at Skewb as a Senior CX Consultant, he's a previous gold award winner and CCXP holder, this is his 11th time judging.

Kerry founded and runs Sudale Search, a recruitment consultancy collaborating with partners to build diverse and inclusive Customer Experience teams to drive greater innovation, creativity and better decision making. Kerry combines her experience in customer experience and employee engagement to attract, select and retain top talent who can deliver exceptional customer experiences and contribute to a positive work environment. She has over a decade of experience supporting SMEs and large, global organisations with the development of a best-in-class EVP and hiring leadership talent to enhance both Employee and Customer Experience.

Nathan Dring is the founder of Nathan Dring and Associates, a people performance consultancy specialising in behavioural change, leadership effectiveness and culture transformation. Working across sectors including retail, healthcare, sales and regulated environments, Nathan helps organisations strengthen both employee and customer experience through meaningful dialogue and practical, tailored development programmes. His work is grounded in the belief that exceptional customer experience is built on strong employee experience, shaped by everyday conversations, leadership behaviour and trust. Known for his human centred and pragmatic approach, Nathan partners closely with leaders and teams to embed sustainable change that improves engagement, productivity and performance. As a judge, Nathan brings a balanced, experience led perspective, recognising initiatives that demonstrate authentic leadership, measurable impact and a clear connection between culture, employee engagement and customer outcomes.

Emma is an Operations Professional with over 20 years experience of running large Operations in Financial Services environments. As Senior Director of Operations Delivery at Capital One Emma is responsible for ensuring the right outcomes for customers in all contact centres. In addition she has workforce management and agent knowledge teams within her function. Her focus is to ensure well trained, knowledgeable staff are always available to deliver the best outcome for the customer and she does this across an in-house and outsourced model both offshore and in the UK. With a passion for people and delivering great service she relishes the opportunity to recover situations for customers where the expected levels of service may have fallen short. An inspiring leader she strives to get the best out of people focusing on development of people and teams.

Hannah is well known across a vast network of senior business leaders as a Subject Matter Expert for Customer Experience and she supports businesses globally to be more profitable and operate more efficiently, by attracting top performing, people centric leaders to revolutionise their customer propositions across marketing, operations and digital. Hannah has worked hard for well over a decade to build talent pools of a diverse range of senior leaders across marketing, operations and digital and knows exactly where to go to find the right talent for each unique need of a client, because two needs are never the same. She has an impressive bank of success stories, placements and a wide range of knowledge to be able to talk about and bring to the table. Hannah believes that one of the crucial reasons behind her success is her ability to foster close and trusting relationships with people. Hannah gets people talking, about the things that truly matter. Having lots of energy and passion is also what makes Hannah a unique and popular professional in the executive search space. Hannah’s experience spans multiple industries and sectors including Financial Services, Utilities, Technology, Housing, Women in Engineering and Women in Technology. Diversity & Inclusion has been a core focus and passion of Hannah’s for many years. Hannah heads up Gallop Executive, a recruitment search firm specialising in the placement of senior leaders across marketing, operations and digital, bringing together the knowledge and excellence of a corporate search firm, with the agility and commitment of a boutique. Hannah has most recently previously worked at Korn Ferry, where within 6 months she was named as one of the Top 10 Performing New Starters globally, supporting a range of Blue Chip and SME businesses to hire for the best talent globally across marketing, operations and digital. Some of Hannah's other accolades are: - Top 10 CX Leaders to Watch 2024 - SME Business Review - Top 33 Inspiring Women in CX to follow in 2022 - Engati - #11 on Customer Experience Magazine's list of Top 50 CX Stars 2021 - Winner of 'Outstanding Contribution to Judging’ Award 2019 - UK Digital Experience Awards

Over a decade's experience in business transformation by enabling organisations to become more profitable, have happier people & delighted customers by implementing Continuous Improvement, Customer Experience, Change Management. Through a bespoke combination of coaching, training and full implementation.

David has many years business-to-business experience, both as an accomplished and highly successful sales director and customer service professional. His vision at FIT is to help clients create and maintain a working culture in which that USP – people – can communicate with passion and integrity, helping them to reach beyond their perceived potential!

Laura's impressive track record in Customer Service and Experience has put her skills as a strategist and an empathetic leader within the FMCG & Hospitality sectors firmly in the spotlight. Having already contributed to the customer-centric success of well-known brands (including Green & Black’s, Gü Puds and PizzaExpress), she is currently focused on transforming the customer service and contact experience at KFC UK & Ireland with her trademark infectious passion and drive.

I am a CX Advisory Expert with an additional focus on Digital, AI and Innovation at Genesys, having over 15 years of experience delivering customer experience transformation across all major sectors. I've led more than 100 projects across EMEA, helping organisations reimagine their customer journeys, embed AI technologies, and modernise legacy systems, always with a sharp focus on driving measurable value and customer satisfaction. My role combines strategic consulting, product innovation and cross functional leadership with activities that can range from designing CX blueprints or leading change initiatives to shaping new solutions. I'm passionate about advancing the field of customer experience and I am honoured to serve in an additional capacity evaluating and recognising excellence within the industry.

Sue Moore Customer Experience Trailblazer | Transformation Consultant | Speaker | Educator I'm a passionate, straight-talking customer experience leader with over 25 years of delivering transformational change that actually sticks. From embedding AI-powered digital journeys to influencing boardrooms and shifting culture across entire organisations, I’ve been at the heart of what it really takes to become customer-first and stay there. I’ve worked internationally and across a breadth of sectors from fintech and health to housing, telco, utilities, and large-scale distribution. With two decades of experience in the UK utility sector alone, I know what it means to lead in highly regulated, complex environments. I’m a trained customer experience designer and have led large, enterprise-wide transformations but I’ve also been right in the thick of fast-paced fintech start-ups, building from the ground up with sleeves rolled up. Whether I’m working with global brands or growth-stage innovators, my focus remains the same: connecting the dots between customer insight, operational delivery, and cultural behaviour. My expertise lies in building customer strategies, governance models, and end-to-end journeys that deliver measurable results. I’m known for my deep capability in customer immersion bringing real voices into the room and for being someone who gets things done. No fluff, just results. Not only do I live and breathe customer, but I firmly believe that the best customer experience starts from within by looking after your colleagues’ wellbeing, supporting and guiding them, believing in their potential, and creating a culture where people enjoy what they do; because when colleagues thrive, they deliver exceptional service that customers feel. I founded Moore Engagement Ltd to partner with organisations that want more than a tick-box approach to CX. Since then, I’ve worked with Bupa Global, Inicio AI, Wavenet and others to embed customer-centric strategies that improve performance, regulatory compliance, and colleague pride. Previously, as Group Customer Experience & Service Director, I led a marketing and CX transformation that increased NPS by nearly 30 points, launched a digital self-service app, redeployed staff into sales, and improved engagement across the board. I’ve modernised contact centres, embedded AI, redefined satisfaction metrics, and coached leaders to walk in their customers’ shoes. Outside of consultancy, I lecture in Customer Experience Management at Bayswater Education, shaping the next generation of CX leaders. I'm also on the Board of Trustees of a large national charity.

Voted as one of the Worlds Top 150 CX Professionals & Influencers 2026. Principle Consultant for Caja Business Transformation Consultancy, Michelle has completed many years of business critical initiatives, transformation programmes, organisation design, change management and business consultancy for major businesses in the UK, USA and Europe. Acclaimed as a strategic thinker, inspirational leader and a successful trainer and coach. Experienced in decreasing operational costs across public and private sectors including financial services, retail, telecommunications, healthcare, construction and higher education.

A senior leader with over 20 years' experience in CX, operations, sales and learning and development. Currently leading the Customer Engagement team at Babington Experience of working in an international organisation, holding both national and global positions, as well as successfully founding a consultancy business in 2012 before becoming Customer Experience Director in 2019. A creative, influential, and engaging leader, with a focus on developing an exceptional customer centric, data led culture where high performing teams work collaboratively to provide exceptional end to end customer journeys and results. I have a genuine passion for experience management and customer centricity, bringing the customer voice to the forefront, and being the advocate for customers at all touch points, this along with my operational and commercial experience, allows me to drive high levels of performance, and a dedication to achieving exceptional results for customers and companies alike.

Valerie Howe is a passionate customer experience and insights leader. With over 20 years of experience leading and championing global CX strategy and programmes that put the customer first and foremost in employees’ minds, hearts and in every process. Her experience spans different industries including private medical insurance, medtech and business tech. She has won a series of awards for her work and was placed #21 in the 2021 CX Stars Top 100 Professionals.

Guy has extensive strategic and tactical experience with global brands, teams customers and cultures in private and public sectors. Since 2013 he has worked for the UK Hydrographic Office (UKHO) who represent the UK government internationally as an authority on hydrography and seabed mapping, helping the UK government fulfil its obligations to support safety in UK waters, as well as to other nations to support safe and efficient navigation in international waters, that underpins global trade, maritime security and shared environmental initiatives. Whilst the UKHO directly supply and support UK government and Defence customers, they utilise a global distribution network for provision of products and services under the ADMIRALTY brand to the commercial shipping customer base – over 40,000 (90%) of large ships trading internationally. The UKHO have over 900 employees who are primarily based in the UK and as a member of the SLT within the Customer Division, Guy leads a team of 40 staff in the UK and Singapore who are responsible for key components of the customer experience as well as representing the voice of the customer internally. Like many organisations, the UKHO continue to respond to the evolving priorities of customers by finding more intuitive ways to navigational information and an improved customer experience. Guy is passionate about empowerment, respecting the individual and clear communication and has recently completed the Civil Service Future Leaders Scheme and accreditation as an Insights practitioner.

Evin Conway is a seasoned senior professional with over 20 years of experience leading customer success and driving executive engagement across diverse industries, from technology powerhouses like Salesforce to corporate real estate banking. A thought leader and accomplished speaker, he actively participates in industry events across Europe. Evin holds a Masters in Strategic Business & Information Systems and boasts a wealth of certifications, including SAFe Agilist, Scrum Master, and various Salesforce, AWS, and Microsoft credentials. His commitment to continuous growth is reflected in his diplomas from University College Dublin, University of Oxford, and Trinity College Dublin. Beyond his professional achievements, he acts as an independent non executive director on a number of board roles.

Jon has over 25 years experience leading customer facing teams across sales, operations, and product development with substantial expertise delivering successful growth in the UK telecoms and managed services market. Jon is truly customer-focused with a growth mindset and passion for developing new business and talent. Jon started judging across a number of events in 2022 and is very much looking forward to the 2025 events programme.

Stephen is dynamic and results-oriented, known for his strategic acumen and ability to drive transformative change. Recognised for his industry insights and innovative approach, he is seen as a trusted leader and mentor. He has the ability to ensure a balance between the commercial needs of the organisation with the well-being of both customers and employees, fostering a positive and productive work environment. With over 25 years of experience in consultancy, his career has spanned a wide range of sectors including financial services, insurance, telecoms, retail, public sector, social housing, and FMCG. He has worked with renowned organisations across the UK, Europe, and the US such as Hiscox, Intercontinental Hotels, Mercedes Benz, O2 and National Australia Group which has established him as an expert in driving strategic change and operational excellence. Stephen values excellence, innovation, and continuous improvement. He believes in utilising data to drive informed decision-making as well as the importance of creating seamless customer and employee experiences. Integrity, empathy, and a commitment to fostering a positive organisational culture are at the core of his professional ethos.

Shetal Bhatt is the Global Head of Loyalty and Customer Engagement at Costa. Shetal has extensive experience in Digital, Loyalty and CRM leadership, data management, and Martech implementation, having held national and international roles at SSE Energy Customer Solutions, Sixt, Alshaya, Engine, Subway, Shell, British American Tobacco, and Philips.

With over 25 years of experience in data-driven customer strategy, Jessica Wilkie is a dynamic and results-driven leader known for helping household brands—both nationally and internationally—achieve their business and marketing goals. Her passion lies in creating connected customer experiences that not only enhance lives but also drive measurable business outcomes. Jessica brings deep expertise in integrated strategy development, digital marketing, and e-commerce leadership. She is highly skilled in leveraging data to uncover powerful customer insights and has a proven track record of building and mentoring high-performing teams. As a business-orientated professional with a strong strategic vision, Jessica is committed to excellence in customer experience and is excited to bring her insight and expertise to the judging panel.

Richard Knox is the Managing Director of Betr Outsourcing and a highly experienced leader within the UK contact centre industry, with over 25 years’ experience across both client side and BPO environments. Over the past 18 months, Richard has led the rapid growth of Betr Outsourcing from 80 people in a single site to a 450 strong business operating across four locations. During this period, the company has expanded from one to eight major clients and evolved from a sales only operation into an industry leading customer experience organisation, delivering sales, retention, and service at scale. Previously, Richard spent over 10 years building EC Outsourcing from a 30 person start up into a 1,100 employee business. He played a key role in leading front line sales, operations, and client relationships and successfully delivered the company’s acquisition, ensuring a positive outcome for all shareholders. Following the acquisition, Richard exited the business after concluding that the future direction no longer aligned with his vision. Richard’s leadership is defined by commercial clarity, operational excellence, and a relentless commitment to quality. His focus at Betr Outsourcing is on exceeding client expectations, building sustainable partnerships, and setting new standards for customer experience within the industry.

As a global leader in Brand Marketing and Customer Experience with 15+ years of expertise, I specialize in driving transformational growth and delivering customer-centric innovation. At Nissan, I lead strategic initiatives shaping the future of Customer Experience, harnessing data, electrified vehicles, and connected car technologies to create seamless, omnichannel journeys. As a Certified SAFe® Agilist, I have established SAFe Value Streams that optimize the efficient delivery of aftersales and new service digital solutions. A cross-cultural and people-first leader, I build strong relationships across industries, fostering high-performance teams rooted in curiosity, diversity, and trust—empowering them to innovate and drive exceptional outcomes.

Lesleyanne is a passionate CX /CS leader with over 20 years of experience designing and delivering award-winning strategies across industries including broadcasting & media, telecoms & broadband, digital streaming, and global BPO. She’s held senior leadership roles at major brands such as ITV, BritBox, EE, Orange, and Digicel—most recently leading the customer service strategy behind ITVX, now the UK’s fastest-growing streaming platform. Lesleyanne’s approach combines empathy, innovation, and operational excellence to create experiences that truly resonate with customers and deliver commercial value. Over the years her work has been recognised with multiple industry accolades, including Contact Centre Leader of the Year and global awards for CX transformation and innovation. Judging these awards is especially meaningful to her, a chance to give back to the industry that has so far shaped her own journey. Lesleyanne is deeply committed to recognising individuals and teams who are redefining what great CX looks like, those who lead with fresh thinking, continuous improvement, and a real commitment to both customer and colleague experience. She believes recognition not only uplifts people and strengthens culture, but also inspires others to aim higher. As a judge, she brings curiosity, fairness, and genuine enthusiasm to spotlight the incredible work happening across the industry.

Nichola Hazard brings 25 years of proven experience leading digital transformation initiatives across diverse industries, including financial services, insurance and the transport sector. As an MBA graduate with deep operational and leadership expertise, she has guided organisations through complex digital and customer experience transformations from the ground up. Now serving as an Account Executive at Pegasystems, Nichola leverages her extensive transformation background to help clients fundamentally reimagine how they build and deploy software solutions. Her unique perspective – combining hands-on operational leadership with cutting-edge technology insights – enables her to bridge the critical gap between strategic vision and practical implementation. Nichola's approach is rooted in real-world experience, understanding that successful digital transformation requires not just the right technology, but the right organisational strategy, change management, and leadership commitment to drive lasting results.

Anna Kelshaw is an experienced customer experience and business transformation leader, who has worked in retail, financial services, and management consulting. Currently a Director at frog (part of Capgemini), Anna specialises in customer service transformation, digital solution design, and operational optimisation working across multiple industries including public sector and utilities. Anna is passionate about improving both customer and colleague experiences and is keen to ensure both are at the heart of any service transformation. Previously, Anna held senior roles at Lloyds Banking Group and Marks & Spencer, where she led large-scale service operations, strategic transformations, and procurement initiatives. She is also a dedicated Non-Executive Director and Chair of a Multi-Academy Trust, providing strategic oversight and governance in both education and consumer standards sectors.

Nikki is Head of Client Services and Relationship Management at Smart Pension, and has over 30 years’ experience in running customer service teams in the pension and financial services industry, leading several award-winning operations. Nikki has worked with clients of all sizes and has a true passion for creating memorable customer experiences, and a proven track record in doing so

Nick is an expert in operationalising customer insight to create leading customer experiences. A Certified Customer Experience Professional and a Certified Member of the Market Research Society, Nick has been uniquely able to help brands measure, improve and manage their customer experiences for over 20 years. Nick has held global leadership roles within some of the worlds’ top Customer Research organisations and recently, hands-on, in top-tier customer organisations. A #1 international best-selling co-author, over the past 5 years Nick has been ranked as one of the top global CX thought leaders.

I'm the Founder of User Vision, a leading UX and service design consultancy. I've conducted projects throughout the UK and Europe, working with many blue-chip commercial companies and leading public sector organisations to provide UX, usability, service design and accessibility support and advice. I also present training and regularly speak at conferences to share my experience. I've worked to improve the design of products and services for people for over 30 years particularly in the UK, Europe and the Middle East. With my User Vision colleagues I've helped deliver hundreds of projects on user research and improved design for digital products and end-to-end services, developing an enviable client list and a reputation for practical user-centred design services across all digital platforms. Before starting User Vision in 2000, I was a senior consultant applying UX and user-centred design on various projects including web & software interfaces, aviation systems, cash point (ATM) machines, and consumer products. I founded the Scottish Chapter of the User Experience Professionals Association (UXPA) and served as European Regional Coordinator for the UXPA. I also served on the Board for ScotlandIS, the Scottish ICT industry group. I am a UK National Expert for the UX Qualification Board (UXQB) developing the CPUX UX Certification courses.

Subham is an industry leader with over 23 years of experience reimagining business models, crafting customer experiences (CX), and driving strategic innovation. A C-level Advisor across diverse sectors in the UK and USA, he now leads Strategy and Innovation at HCL Technologies, empowering businesses to transform with 21st century models and experiences. He even extends his mastery by serving as a board advisor for the disruptive foodtech, Foodinjoy.

I'm enjoying a fulfilling 10 years (and counting!) in Customer Experience - building on 20 years of frontline customer services prior. From banking to utilities, manufacturing and logistics to the care sector - I've been privileged to bring customer experience tools, techniques and culture to many groups of customers, adapting styles to meet varied and ever-changing customer needs. I've been lucky to have many wonderful experiences working in CX. Visiting customers in stores, factories, mines and plants to meeting inspirational care workers, foster carers and the people they look after. By delivering projects and customer insight programmes and much more, CX truly is a rewarding and varied career which I love and continue to learn every day. In 2024 I obtained my CCXP qualification, adding to years of practical experience.

With over 23 years’ experience managing and delivering CX transformation programmes, 18 of which were client side, Bekah is an established CX practitioner. She has established herself as a future-focused lead in the fields of Customer Experience, Design and Implementation, CX Vision and Strategy, and CX Engagement and Enablement. Bekah leads the Advisory hub in the UK, spearheading Ipsos approaches which have been launched and adopted globally. Bekah collaborates with Ipsos colleagues and clients to design and execute programs which help organisations move beyond the number, change behaviours at a customer and employee level and drive tangible customer interventions at strategic and tactical levels to deliver a return on CX investment. Qualifications / relevant experience Throughout her career, Bekah has directed customer-centric transformations across all industry sectors and has executed global employee training programmes for clients in the Telco, Financial Service, Energy, Luxury Retail and Automotive sectors.

Katy is currently an Insights Manager at Whitbread - owner of Premier Inn and the UK's largest hospitality business. She has over 20 years experience in customer centric roles, working client side for large media and travel & leisure organisations. Katy's background in CRM and Customer Insight, provided an ideal career segue into the world of CX. Having achieved CCXP status in 2024, she is now specialising in VoC platform and tools management at an exciting time for software evolution. Katy has a particular interest in employee engagement and CX culture, helping to ensure that customer feedback is at the heart of decision making.

Matthew Patchett is a Senior CX Strategist at Reputation, the world's leading Reputation Experience Management platform. Matthew joined Reputation in 2021, bringing with him close to 20 years’ of experience within the automotive sector. He has a wealth of experience in the design, implementation and integration of large-scale Voice of Customer programmes, having previously been responsible for the Customer Experience Management programme at VWG UK. Matthew is a firm believer in linking business and CX data together in order tell compelling customer stories, that help businesses make informed business decisions.

CX is definitely a mindset and not a role to me, it’s a profession full of people people and I am definitely a people person! I think all CX people are, and that’s the bit I most love about my job; creating, maintaining and improving the experiences and interactions that we (people) have with brands. The other super important part of CX that I love, is its importance within the commercial sustainability of a business. trust. I have used a wide variety of CX techniques to drive acquisition, value and retention; customer listening, analysis and interpretation of insight, My mantra is "constantly strive to deliver a consistently excellent experience". People want brands, products and services they can depend on and stakeholder engagement, customer journey mapping, embedding customer outcome metrics, effective governance, strong business case development and encouraging customer centricity through cultural change. I am really looking forward to judging this year and having first sight at all the great improvement programmes that are out there..

As a globally recognised leader in Customer Experience, Mike has 30+ years of expertise in CX transformation and digital innovation. He has advised many of the worlds best known brands, helping them drive market differentiation, operational excellence and sustainable value. Known for blending strategic vision with hands-on execution, Mike converts complex challenges into impactful solutions using cutting-edge technologies, design thinking and data-driven methodologies. His international and multi-sector work focuses on enhancing CX with innovation that builds long-term customer loyalty, boosts employee engagement and delivers business success. An international speaker, author and lecturer in CXM, who has helped shape industry best practices through his advocacy of AI-augmented customer engagement.

Marie Cross is Co-Founder & Training Director of First Impression Training (a k a FIT) – a customer service & sales training consultancy, wholly focused on developing the talent of frontline teams & leaders, in order to enhance the customer experience, increase employee engagement and improve operational efficiency. A customer service fanatic for over 40 years, Marie is an award-winning entrepreneur, author and L&D practitioner, having truly been there, done it, got the t-shirt and written the book, 'Make Their Day: Awesome Ways to WOW Your Customers', so she’s able to relate to the challenges and opportunities that exist within frontline operations today, in a totally practical hands-on way.

As Chief Client Officer at SupportYourApp, I drive exceptional client satisfaction by leading a customer-first strategy that elevates service quality and operational excellence. My approach focuses on: ▪️ Developing and managing high-performing customer support teams that consistently exceed service level agreements and client expectations ▪️ Implementing robust customer experience frameworks that streamline issue resolution and enhance overall client engagement ▪️ Cultivating cross-functional collaboration to ensure seamless communication and aligned organizational support for customer success ▪️ Implementing strategic initiatives that directly improve customer retention, satisfaction metrics, and operational efficiency ▪️ Proven track record of transforming customer support from a transactional function to a strategic value driver, creating meaningful connections that drive business growth and client loyalty. Key strengths include team leadership, service optimization, strategic communication, and building scalable customer support ecosystems.

Zoe Reuter serves as the Chief Operating Officer (COO) at Findel, a leading provider of educational resources, part of Manutan Group. With over a decade of experience at the company, Zoe has been instrumental in driving customer experience excellence and shaping Findel's business strategy to ensure its continued growth. In her role as COO, Zoe oversees key areas such as customer experience, technology, and strategy. Her leadership has been marked by a commitment to continuous improvement by driving innovation and efficiency, as well as a deep understanding of the needs of both customers and employees. Zoe's contributions have been recognised through various industry accolades, most recently being awarded CX Leader of the Year 2023 at the UK Customer Experience Awards.

Rikki is an Associate Director at CBRE Property Management UK, working within the Customer Experience (CX) team. Rikki’s focus is simple: making sure customer experience isn’t just talked about, but genuinely designed, delivered and measured in a way that works for both people and performance. A key part of this is leading the technical delivery and analysis of customer insight, using surveys and feedback to understand what really matters to customers. With a background rooted in shopping centre and property management, Rikki has experience of where customer insight, operations and experience come together. This means keeping the customer front of mind in everyday decisions; whether that’s shaping frontline service, influencing the look and feel of a place, or working with stakeholders to inform longer‑term strategy. Rikki is passionate about using CX as a practical tool for building loyalty, advocacy and sustainable growth, and believes that when you get the experience right, you create places that work better not just for customers, but for occupiers and communities too.