Catherine Fenton
Customer Service and Solutions Director,
Prev. Cromwell
Catherine is a Customer Experience and Service Director with over 20 years leading transformation across customer service, commercial operations and CX in complex B2B organisations. She combines strategic vision with hands-on operational delivery, redesigning customer journeys, modernising service models and building operating frameworks that increase loyalty, strengthen engagement and drive sustainable, profitable growth.
Catherine has held senior customer experience and operations leadership roles across B2B trade and distribution, including Cromwell Group, Halfords and Wolseley, where she built a career spanning contact centre transformation, digital self-serve, AI-driven automation, omnichannel journey design, new service development and B2B trade operations. Her work has consistently focused on removing friction and making it easier for B2B customers to do business at scale.
At E-commerce Expo 2026, Catherine will be exploring how B2B organisations can move beyond channel complexity to deliver one clear, connected customer journey.
Sessions
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23-Sep-2026Global Growth and Delivery StageSession Title Coming Soon
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