Hosts, speakers & panelists 2025

Mark is the CEO, Researcher & Strategist of Genesis Global Business Services a global-to-local research, consulting and strategy firm.

Peter Ryan is known worldwide as an influential and trusted BPO and CX research analyst, strategic advisor and thought leader.

Global Business Services (GBS) Sector - BPO / Call & Contact Centres / Shared Service Centres, Digital & ICT.

Chief Reinvention Officer at Reinvantage | Reinvention Strategist, Global Connector, Author

Arturo Velasco is an accomplished global executive with over 25 years of experience leading complex technology operations, digital transformation initiatives, and scalable delivery models across the Americas, Europe, and Asia-Pacific.

One of the foremost multi-disciplinary analysts in the APAC region, Audrey boasts an eclectic set of expertise, in segments which include Customer Experience, Contact Centre, Conversational AI, Future of Work, Unified Communications, Video and Collaboration.

Customer Experience & Contact Center Operations Leader

Charity Hughes is The HR Realist Idealist. She is a transformative force in the world of workplace culture.

David is an industry-leading expert in customer experience, outsourcing, right-shoring and digitisation.

Doug Casterton is a seasoned professional with a strong background in Workforce Management and Customer Operational Excellence.

Duncan Chapple bridges the worlds of practice and scholarship in B2B technology, serving as both influencer relations lead at SageCircle and co-director of the Analyst Observatory at the University of Edinburgh Business School.

As the Customer Experience Manager at Represent, I’ve spent the last 3 years building the CX department from scratch.

As Founder of Octayne, Jim Farnsworth brings a wealth of experience as part of a storied career serving enterprises around the world.

A customer-centric executive with 30+ years of leadership experience in Sales, Customer Experience, and Contact Center Operations.

Leo is working for TUI for more than 16 years. The TUI Group is a leading global tourism company.

Investment and International Development Executive

Following project management roles in Hughes Aircraft and Raytheon Systems, Mark worked for several years as a consultant to the Italian Government's overseas security agency.

Michael Clark is a recognised leader in Australia with Customer Experience (CX) and Contact Centre technology, with over 25 years of experience spanning financial services, the public sector, and consulting.

A strategic business and communications consultant, Michael has advised organisations in the global BPO, CX and outsourcing space for nearly two decades helping clients navigate the intersection between business, media and politics.

Miya Knights has over 25 years of experience as a retail technology analyst, editor, author, and consultant.

With over a quarter-century of hands-on experience in the world of contact centres – whether it's running them, scrutinising their operations, or judging their performance – I've developed a keen understanding of what truly drives their success.

Nicola was the UK’s first main board top 200 company Group Customer Experience Director.

Ninoshka Linde, the founder of Latam Thrives and a seasoned professional with over 25 years of executive experience, stands at the forefront of driving economic growth and social impact in Guatemala.

Rita N. Soni is Everest Group’s Principal Analyst for impact sourcing and sustainability. Her focus delivers a triple bottom-line lens of people, planet, and profits to global services market research, beginning with an in-depth examination into impact sourcing.

I help customer services and contact centre executives and managers to make good decisions by providing: Strategic and operational consulting. Knowledge-sharing. Management development & Mentoring.

I help clients identify and act on new profit opportunities for their business through customer strategy, customer journey management and innovation, customer experience management (CEM), and Net Promoter Score (NPS) implementations.

A freelance analyst and writer, bringing to life projects in technology, energy and national security.

Program Director | Expert Witness | AI-Enhanced Educator | Senior Care Advocate

Zia is the Digital Services Leader for PwC in the Caribbean and is also the Joint Leader for Consulting in the Southern Caribbean.