Steering Council

A highly influential freelance CX consultant, Ian advises leading companies across many industries all over the world. Ian is an internationally renowned speaker, author and blogger, and has served on the inaugural Board of Directors of the CXPA. Ian won the UK CXA ® Professional of the Year award in 2010 and has judged at the event many times since. He was appointed Chair of the event in 2017.

A multi-award-winning leader who has been featured in CXM’s Top 50 CX Stars, Amjad has over 20 years’ experience in customer and people-focused roles across various industries.

His passion lies in helping organisations realise their dream of stellar financial performance while maintaining a loyal customer base and a happy, engaged workforce.

Basia is a thought leader in the field of CX, having written many blogs and articles for the CX Magazine. She is also a Chair Judge and has been a part of the judging panel at the awards for many years. She is passionate about the “heart of any business “ otherwise known as the contact centre, – and helping businesses understand how customer experience, employee experience and process are all intricately linked.

Catherine is an operations and customer experience professional with over 20 years of experience across a variety of sectors. She has been with Hitachi Capital Consumer Finance since August 2018 where she is responsible for customer service, regulatory complaints and collections, and also the CX team. At Hitachi Capital, Catherine and the team are working on delivering outstanding customer experiences with a human touch, including digital transformation.

Emma is an operations professional with over 20 years’ experience of running large operations in Financial Services environments. At Capital One, Emma is responsible for ensuring the right outcomes for customers in all contact centres.

Her focus is ensuring well-trained, knowledgeable staff are always available to deliver the best outcome for customers and she does this across an in-house and outsourced model, both offshore and in the UK.

With an extensive background in customer services across a variety of sectors, Jo has played a key role in delivering Business Stream's aim of providing industry-leading customer service in the UK’s water retail market. Jo was awarded Customer Experience Professional of the Year in 2019 at the UK CX Awards, nominated in CXM’s Top 50 CX Stars 2020 and ranked in the global top 150 customer experience influencers.

Tim leads the CX practice at Kantar UK, working with leading brands from a variety of sectors to define, track and activate their CX strategies. Tim is a Board Director at Kantar and sits on the global Kantar CX Steering Board, which gives him visibility of CX programmes and best practice approaches employed by his CX colleagues in all 85 countries where Kantar operates. 

With over 30 years’ experience in leading customer engagement and leadership of international in-house and outsourced contact centres, Tom has a passion for getting the customer and employee journey right for everyone. As a multi-award-winning leadership director, he has worked with small intimate transformation teams and 1200+ seat multi-lingual centres where CX was king. Today, he spends much of his time coaching and mentoring the CX leaders of tomorrow.