Dan Papworth-Smyth is Head of Digital Engagement at Breast Cancer Now, the UK’s first comprehensive breast cancer charity formed from the merger of Breast Cancer Care and Breast Cancer Now earlier this year. The organisations united to create one charity for everyone affected by breast cancer, steered by world-class research and powered by life-changing care. Dan leads on the charity’s email, paid marketing, social media and Forum having been at the organisation for the past year and a half. Prior to this, he was Digital Manager at Teenage Cancer Trust.

Karin is already working for more than 25 years in the travel industry in various international commercial and sales environments and positions. Since 11 years she is working for AirFrance –KLM, of which the last 4 years for the Customer Contact Division, where she is responsible for knowledge management and training. Making sure that all contact center assistants in more than 40 centers worldwide get the right knowledge at the right time is one of her daily challenges. Centralizing the knowledge and making it available through one global knowledge management tool, is what has kept her busy for the last few years. Besides the knowledge challenges, she also works on training centralization projects; making sure that trainings are developed by central teams for global use is one of it. Working with international teams and cultures is inspiring her and together with these teams she will make sure to reach her goals.

Besides her professional life, she has a family with two grown ups; together they regularly make wonderful memories at any of the AF –KLM destinations.

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Herbert has a vast experience in the international airline industry. After his economics studies at Erasmus University and supply chain management at TIAS Tilburg/Eindhoven University, he has worked in many positions in logistics, sales, operations, marketing, loyalty and now customer service. He is currently responsible for Customer Contact Services for both KLM and Air France. Driven by the vision to be ‘effortless’ and ‘memorable’, he is aiming at continuous improvement of customer service delivered by the thousands of service assistants in the contact centers around the world. ‘Real service comes from the heart’. Supported by the right tools and procedures.

Herbert is sharing his passion for travel with his wife and three children.

A Contact Centre professional, Scott has over 21 years of hands on experience in Customer Service, Contact Centre and Operational Management, holding senior positions across a number of sectors including Telecoms and Retail. As the Head of Customer Service for Missguided, Scott has direct accountability for the customer journey across all territories, which includes managing the post sales Customer Experience. A key element of the Supply Chain team within Missguided, Scott’s team is well versed in taking the Voice of the Customer, and using this insight to shape amongst other things the returns and delivery strategy within the business. During his career Scott has successfully delivered Voice of the Customer/Customer Satisfaction improvements, Business and Digital change programs, and is currently leading a business wide Returns project that will deliver significant enhancements to Missguided customer experience.

30 years of Customer Management & Leadership with a background in Customer Services, Strategic Account Management, Operations, Business Transformation and Customer Experience. A team player and committed to building trust, great communities where we work and lasting relationships. Married with 3 children and one golden retriever puppy named Henry. Proud life moment; being involved in an in a gender equality expedition and successfully completing a trek across the Arctic as part of an all-female team, battling temperatures as low as minus 45!

Tom is the Customer Director for Vanquis and has spent more than 20 years in consumer financial services marketing and product management with experience spanning credit cards, personal loans, mortgages and insurance. After 16 years at American Express where he led the UK lending business, as well as the European Insurance business, before joining Vanquis Tom was most recently been working in private equity backed mid-sized financial services companies Oakam and CMME where he held the role of CMO. A Canadian by birth who has lived in the UK since 2003, Tom holds an Honours Business Administration Degree from Ivey Business School and an MBA from the Schulich School of Business - both in his native Canada. Tom is married with three children who he says keeps him busy in his spare time. With the time he has left, Tom likes to spend it travelling, (trying) to stay fit, and keeping up to date with his favourite ice hockey team: the Toronto Maple Leafs.