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Ian Golding, CCXP

Certified CX Professional – International Keynote Speaker, Blogger, Columnist & Writer


Ian Golding is a Certified Customer Experience Professional, Lean Six Sigma Master Black Belt and Customer Experience Specialist. Ian spent 17 years working in a variety of corporate organisations, including The Royal Bank of Scotland, GE Commercial Finance, GE Reinsurance and Brake Brothers Foodservice. Ian’s first book was published in April 2018 – ‘Customer What? The honest and practical guide to Customer Experience’ – is already being well received by professionals around the world.

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Rebecca Brown

Co-Founder and CEO, Think Wow



Rebecca is a recognized customer experience practitioner and leading CX influencer. Her speciality is helping start-ups and SMEs to harness the power of their culture, people, and processes, to be able to grow and scale at pace. Together with her husband and business partner she co-founded award-winning training provider and consultancy, Think Wow to bring sales and CX strategy to more UK businesses.

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Simon Johnson

General Manager UK & Ireland, Freshworks



Simon is the UK General Manager at Freshworks, a leading Google-backed cloud-based business software company. Simon heads up the company’s operations and revenue strategy for the UK, covering customer support and IT service management. Prior to Freshworks, Simon has led global sales teams for Microsoft and Oracle. Simon is a dad of two boys, and a keen sportsman, having completed marathons and trials for England football.

The last two years have resulted in permanent changes in customer behavior. With the world opening up and the option of in-store experiences back in play, customer delight is taking a new form.

Today’s consumers have embraced the ease and convenience of engaging online while craving the personalized touch of in-person interactions. Businesses are expected to provide seamless omnichannel customer service that speaks to the digital-first consumer while navigating a possibly permanent hybrid work environment.

What can you expect from CX in 2022?

In this session, we will: