Anna is an established customer experience and marketing professional with a proven track record of delivering excellent commercial performance over the 20 years of my career.
I started my career in marketing, planning and driving growth for large corporate organisations across industries such as health insurance, the motor trade, pharmacy and IT. Over the years my passion for marketing sparked an interest in customer behaviour and 6 years ago I moved into the Customer Experience profession.
I now head up the Customer Experience function at Bupa Insurance, aiming to be the world’s most customer centric healthcare organisation.
All helping to achieve our purpose of helping people live longer, healthier and happier lives and making a better world.
OPEN FOR
Ceremony 10 November
Old Billingsgate, LONDON
.png)
.png)
Hear from the winners
VIRGIN
BEST EMPLOYEE ENGAGEMENT STRATEGY
"The judges praised this strategy for perfectly capturing the spirit of the Virgin Group—full of fun, energy, and personality. They loved the enthusiasm and creativity running through every element, describing it as an excellent example of best practice brought to life with real passion and authenticity."
OCTOPUS
BEST CUSTOMER CENTRIC STRATEGY
"The judges were impressed by this honest and customer-first approach—recognising when things went wrong and taking swift, meaningful action. By empowering teams to own issues and make the right decisions for customers, this organisation has delivered faster resolutions, stronger engagement, and real results. A powerful example of customer-centric innovation in action."
KPMG
BEST IMPLEMENTATION OF AI IN CUSTOMER ENGAGEMENT
"The judges were impressed by the bold and brave decisions behind this entry, which resulted in highly impactful prospecting and tangible business outcomes. It’s a great example of taking calculated risks to drive real results."
CUCKOO
BEST EMPLOYEE ENGAGEMENT TEAM
"The judges loved the video from Cuckoo’s People Team, which perfectly captured the warmth, humour, and authenticity of the organisation. They were impressed by how the team recognises that highly engaged people aren’t a luxury but the foundation of success—crafting exceptional experiences for everyone, from new starters to long-serving colleagues. A united, passionate team driving meaningful engagement across the business."
CLARITY
GREAT PLACE TO WORK
"The judges were blown away by this comprehensive and innovative entry, showcasing a wide range of activity to build a strong company culture. With exceptional employee experience, high engagement, widespread promotions, generous rewards, and a focus on wellbeing and purpose, Clarity demonstrates a truly outstanding approach to developing employees as whole people and achieving measurable life-improving impact."
BUPA
BEST USE OF LIVE, DIGITAL AND/OR HYBRID EVENTS MARKETING
The judges praised this Health campaign for its clear strategy, strong objectives, and measurable engagement impact. By turning complex health topics into engaging, accessible content through multimedia storytelling, interactive events, and influencer partnerships, it held audiences’ attention in a crowded digital space. While innovation was incremental, the campaign demonstrated credibility and strong overall execution.
QUICK FACTS
40+ CATEGORIES
700+ GUESTS
£175+VAT PER ENTRY
6 ENTRY QUESTIONS
What to expect
Gerry Brown
Customer Lifeguard Chief Customer Officer
Ian Naylor
Booking.com Global Head of Strategy & PlanningExpertise in digital customer journey re-engineering & the use of voice of customer insight to improve end to end customer experience, eliminate failure and significantly reduce cost.
A leader who delivers by building collaborative relationships and highly engaged teams across global operations.
Mark Hillary
Carnaby Content Host & Presenter- CX Files PodcastMark Hillary is a British writer and blogger based in São Paulo, Brazil. His industry analysis and research focuses on forward-looking CX, technology, work, and globalisation. This year he has published two books, one focused on how C-level executives are using blogs and social media to interact with customers and one a complete re-write of all Shakespeare’s sonnets reduced to Twitter format. In the past decade he published another dozen books exploring business strategies. He is presently working on a new book focused on how content marketing with LinkedIn can dramatically improve customer relationships and lead to increased sales. An IT director in the City before writing professionally Mark has a pragmatic view on how technology is shaping executive decision-marking today and he is often asked to ghostwrite for several leading international CEOs, diplomats, and politicians. Mark has worked with the UN and several governments on outsourcing strategies in locations such as India, Bangladesh, and Nigeria and he is well-known as a live blogger of major events, including the 2010 UK general election for Reuters and 2012 London Olympic Games as an official storyteller. Today his media work can usually be found in the Huffington Post, LinkedIn, and on the Engage Customer blog.
Martin Hill-Wilson
Brainfood Training Co-FounderMartin Hill-Wilson is a long-standing member of the Customer Engagement community. Over his career, he has launched a series of change initiatives using the dynamic of action-based learning – most recently AI for Non Technical Minds. All are designed to disrupt and reset the ‘art of the possible’ using new operating models re-imagined through foundation user education.
Pete Evia-Rhodes
Workspace Group Customer Engagement Lead
Marcus Hickman
Davies Hickman Managing DirectorJo and Marcus are founders of Davies Hickman Partners, set up in 2007. Responsible for one of the longest-running tracker studies of customer contact – The Autonomous Customer – they are market research advisers to the customer experience and contact centre industry, that includes some of the leading customer service associations. In 2023, Davies Hickman Partners were finalists in the Content Marketing Institute awards for research on AI for CX. Jo is on the BSI and ISO committee responsible for developing Contact centre, Customer service excellence and Complaint handling standards.
Mike Owen
Mike Owen Media Managing Director
Brian Manusama
Actionary Executive Partner.png?width=400&name=Anna%20Wilcox%20(2).png)
Anna Wilcox
Bupa Head of Customer Experience
Jo Moffatt
Engage for Success Partnerships & Strategy DirectorJo has been a volunteer with the Engage for Success movement since its launch. As Partnerships & Strategy Director she sits on the Advisory Board and co-hosts the weekly Engage for Success radio show, interviewing guests from across the engagement world. The EFS agenda is absolutely aligned with Jo’s vision ‘to make workplaces better places to be’. As passionate about brands and their power to move people as she is about employee engagement and its vital role in delivering a high performing organisation, Jo put the disciplines together as founder of a leading creative consultancy, leveraging the creative and insight led approach of the advertising world to engage employees inside organisations. Jo becomes almost evangelical about the power a well-positioned and consistently delivered brand has as a catalyst for employee engagement and business success - creating cultures that make workplaces work, for employees as well as shareholders and stakeholders.
Cathy Brown
Barrow Cadbury Trust Head of Economic JusticeCathy (she/her) works with people and organisations to create inclusive, healthy and more productive workplaces that work for everyone.
A renowned leader, speaker and communicator, Cathy blends curiosity and empathy with deep cross-sector experience. She prides herself on helping people move out of stressful situations to create human-focused workplace cultures where compassion and connectedness – and people – are encouraged and valued.
Cathy has led organisations across a range of industries including Engage for Success (the UK’s movement for Employee Engagement), and has helped to transform many more through her work as Capability Brown, and most recently at Management Geek.
Cathy carries her personal experience of neurodivergence into the solutions she co-creates with her clients, through conversations, commitment and curiosity - helping them to manage themselves and their teams in ways that work for everyone.
Karine Cardona
Ex-Forrester Coach
Jo Dodds
Engage for Success Co-Strategy DirectorAs co-Strategy Director of Engage for Success, Jo is focused on spreading the word about employee engagement and shining a light on good practise, inspiring people and workplaces to thrive. She also co-hosts the long running weekly Engage for Success radio podcast talking all things employee engagement with a wide range of guests from all over the world. Her corporate background is in regional and national HR and training roles within large retail and leisure organisations. She started her own business in 2005 and has since worked with people and organisations to take advantage of the digital and social media opportunities to create engagement with customers, employees and other stakeholders.
Charlotte Dahl
7 Seas Culture Consultancy Managing Director
Chris Burton
Aurora Energy Research PMO Finance Team
Nick Brice
Soul Corporations CEOI help leaders and teams unlock their potential by transforming communication, developing soulful leadership, and driving measurable organisational success. As the CEO of Soul Corporations and White Room Theatre/Bite-Size Plays™, I create innovative, engaging programmes and coaching with my Soul Corporations' associates that inspire individuals to thrive in today’s dynamic, AI-powered world.
With a certification in Neuroscience in Business Leadership from MIT Sloan School of Management and a background in psychology, theatre, and TV production, I bring a unique blend of science, creativity, and practicality to my work. My approach combines cutting-edge insights with real-world applications, delivering lasting behavioural change for leaders and teams.
Harjeet Singh
Finastra Sr Director Marketing and Demand Generation OperationsOver his career, Harjeet has worked in various global leadership roles covering B2B End2End Marketing functions like Field, ABM / Operations / Digital / Strategy & Planning across various Go to Market channels. He has also supported C-level executives and the Board on strategic projects, corporate and marketing strategy, and brand development.
Lynzi Ashworth
Chubb Head of Marketing Communications & Brand EMEAA dynamic marketing leader with extensive experience in developing and executing marketing, brand and communication campaigns across multiple regions. Results driven, creative and forward thinking, with expertise in analysis and quantitative problem-solving skills, adept at making critical decisions and managing large teams.
Pamella Barotti
Microsoft Global Marketing and Brand LeaderI have led stakeholders and teams, and developed successful strategies and multi-channel programs across local and global markets, resulting in increased brand awareness, improved customer and partner experience, and supported multi-billion-dollar revenue goals.
I have served as a Board Member of the Chartered Institute of Marketing, the world's leading professional marketing body, for four years, and I have been a Guest Lecturer at the University of London (Master’s Degree) for the last six.
My unique combination of corporate experience across developed and emerging markets, strong academic background, coaching qualifications, and passion for empowering people and organizations to grow and thrive through the power of technology, enable me to deliver transformative results as a leader in the industry.
Jennifer Shaw-Sweet
LinkedIn EMEA Lead B2B Institute
Kate Philpot
Getty Images Vice President Global Sales EnablementFor the past decade, I have ascended through Getty Images in increasingly senior sales and service coaching, performance optimisation and training roles, currently as Vice President for Global Sales Enablement and ERG Co-Chair.
Alongside this, I am an Advisory Board Member for Black Women in Tech, helping them focus their short-, medium- and long-term strategic and tactical ambitions.
My earlier career includes founding and running a consultancy business specialising in commercial negotiation, sales skills, leadership and management training, working with major corporates. Prior to this, I was Director of Sales Capability at GlaxoSmithKline, having started at Mars and Shell.
Leveraging my substantial worldwide business development and training experience, including full life-cycle programme design and execution, and a passionate commitment to advancing DEI agendas, I drive talent acquisition and development and place diversity, equity and belonging at the core of commercial success and compliant ways of working.
With a reputation as an inclusive, pragmatic and motivational executive mentor, I support the design of digitally enabled processes and identify behaviours for customer-centric commercial success, while making a compelling case for greater professionalisation in sales.
As a thought leader and panel member, I present at major industry events and conferences including the Sales Enablement Collective Conference and Everywoman Summit.
In recent years, I have been shortlisted for the Novi Inspirational Leader Award and Computer Weekly’s ‘Most Influential Women in Tech’.
Phil Hobden
Sage Head of Business DevelopmentPhil Hobden is a fintech and financial services expert with over 15 years of experience working with leading firms including NatWest, Wolters Kluwer, and Visma. A go-to-market strategist and recognised thought leader, he’s helped launch and scale products across the UK markets and beyond. He is current working to empower accountants across the UK in his role of Head of Business Development at Sage.
Phil is a regular contributor to Elite Business Magazine, a Top 100 Sales Influencer (2025), and a sought-after speaker at events like Accountex, the Digital Accountancy Show, Elite Business Live and many others!
Anthony Tripyear
ELZOMI Consulting Limited Managing DirectorWith 23 years of experience in senior commercial roles across North American and European multinationals, UK SMEs, and now my own consulting practice, I focus on commercial transformation, helping companies overcome growth bottlenecks and build commercial and go-to-market strategies that are practical, scalable, and rooted in real results.
I’ve held global leadership roles in Sales, Customer Success, Business Development, Operations, and Partnerships, and have led commercial growth across the globe. Today, I work with tech founders and commercial leaders to unlock growth and build more nimble, adaptable, and scalable businesses.
Arup Chakravarti
Equifax Sales Enablement & Operations ProfessionalWith roles in Sales Enablement, Sales Operations, Marketing Operations and Data & Analytics, I have over 15 years hands-on experience across B2B sales and marketing. In Financial Services, FinTech and B2B Software.
A unique skill set I’m extremely proud of.
I know the motivations, needs and language of each go-to-market function, and have successfully created consensus - even in some challenging alignment circumstances.
And I’ve been leveraging this skill set to help my clients, partners, community and mentees develop and grow in their professional lives.
I recently led the sales enablement and operations function at Equifax Europe, am a Fellow of The Institute of Sales Professionals and an Ambassador for the Sales Enablement Collective.
Juliette Harris
Sophos Director of Sales Enablement.png?width=400&name=Victoria-Silverman%20(2).png)
Victoria Silverman
The Missing Manual Ltd CEO
Sarah Hood
Bupa Global Head of Engagement
Emma Illingworth
OVO Head of People TransformationA people centered, award winning, HR leader, with a track record of partnering Executive Leaders to design and deliver People Strategies. Led multiple large-scale acquisition, restructuring / efficiency, EVP and culture transformation programs.
Quick, creative thinker, calm under pressure, with a considered approach. Often described as an agitator and playmaker to achieve what can often feel like impossible change programmes. I thrive in bringing people together to co-create and deliver improved people's experiences.
Dr Sarah Pass
Engage for Success Engage for Success Board Member and Senior Lecturer NTUSarah is a practice-oriented academic who concentrates on employee experience and engagement. She is a member of the Engage for Success (EFS) Advisory Board and co-leads the EFS annual survey, which benchmarks the engagement levels of the UK working population. Sarah leads EFS projects focusing on different aspects and influences of engagement in practice and is also Chair of the EFS East Midlands Area Network. Sarah is a Fellow of the RSA, an Academic Associate of the CIPD, and a member of the Involvement and Participation Association (IPA) Working Insights Group. In 2023, Sarah was ranked by HR Magazine as an Influential Thinker in HR. Sarah currently works as a Senior Lecturer at Nottingham Business School (NTU).
Hayley Mann
Formula E Chief People OfficerHayley is the Chief People Officer at Formula E, with nearly 15 years of experience across Hospitality, Beauty, Retail and Sport. Hayley has grown her career in fast-moving, innovative brands, that play to her passion of creating impactful high-performance environments.
Prior to Formula E, Hayley left the world of Beauty and Retail, moving from Liz Earle Beauty Company and Walgreens Boots Alliance, entering into the Sports industry within England Rugby (RFU), returning back to a small-medium sized organisation playing a generalist role. There she built a team and enhanced their focus on culture, engagement and strategic initiatives, working closely with the Leadership Team to translate the high-performance mentality known on the pitch, into the office.
Within Formula E, Hayley navigates the People landscape in leadership, partnering, culture and engagement, recruitment, talent and L&D to support leaders in creating conditions for teams to flourish. Hayley's focus is partnering with the CEO and Executive team to ensure the People agenda runs through all strategy and decision-making, representing the employees' voice to ensure we support and enable our greatest asset, our people, to be their most effective.
Alongside being a mum to two little ones, Hayley is passionate about showing you can have a career and be present as a parent, working hard to role model authentic, inclusive leadership.
Lorna Leeson
7 Seas Culture Consultancy Managing Director
Vinay Parmar
Druva Star Founder
Jo Davies
Davies Hickman Global Director of Market ResearchJo and Marcus are founders of Davies Hickman Partners, set up in 2007. Responsible for one of the longest-running tracker studies of customer contact – The Autonomous Customer – they are market research advisers to the customer experience and contact centre industry, that includes some of the leading customer service associations. In 2023, Davies Hickman Partners were finalists in the Content Marketing Institute awards for research on AI for CX. Jo is on the BSI and ISO committee responsible for developing Contact centre, Customer service excellence and Complaint handling standards.
Jean-Francois Damais
Ipsos Global Chief Research Officer, Customer Experience
Katie Stabler
CULTIVATE Customer Experience by Design Founder & Director of Customer ExperienceA good customer experience isn’t enough. To truly stand out, businesses need a customer-centric philosophy that drives loyalty, increases profitability, and inspires lasting change.
That’s where CULTIVATE comes in.
I don’t just help businesses implement CX strategies—I help them embed CX-Ism, transforming customer experience into a movement that reshapes culture, operations, and leadership.
Mike Gibney
NHS Cheshire and Merseyside Chief People OfficerMike is the Chief People Officer at Cheshire and Merseyside integrated care board which is a strategic commissioning organisation serving a population of 2.7 million. It works in collaboration with health, social care and community partners to improve population health and reduce health inequalities.
This follows a successful career in both health and local authorities, notably spending over ten years at The Walton Centre until January 2025. This is a specialist Neuroscience hospital covering a patient footprint of 3.5 million that is anchored in Liverpool. He has had a broad range of experience, with portfolios0020including HR, ED&I, Research, Innovation, Medical Education, Fundraising and Digital.
“The team had a fantastic night celebrating the win. Our award is now proudly displayed in our awards cabinet.”Director of Marketing, DPD Group
ENGAGE BUSINESS MEDIA EVENTS
ENGAGE EMPLOYEE SUMMIT
Putting the employee at the heart of the organisation and focusing on key issues, challenges and opportunities around engaging our people. Now in its 11th year and Europe’s largest event of its kind, engaged employees are more important to organisations than ever before.
ENGAGE CUSTOMER SUMMIT
The industry’s largest event is in it's 15th year and promises a jam-packed day of diverse content covering all aspects of Customer Engagement. We’re living in the most transformational period than many of us will ever experience, where the experiential aspect of customer engagement is more important than ever.
ENGAGE AWARDS
The Engage Awards, now in their 11th year, celebrates engagement across customer, employee, sales, and marketing, reflecting the depth of the relationship and the degree of active participation and connection. Together, these engagement efforts contribute to organisational success and sustained growth.