Speakers

I lead Customer Experience at Abbott Lyon, where the products are highly personal and every interaction, from presales advice, to delivery questions or warranty claims, are deeply emotional experiences for customers. My focus has been making AI service agents actually work in that kind of environment: solving the repeat, high-volume queries quickly, without losing the tone and care that high-consideration retail demands. That work, using AI and automation to take manual load out of the function, with the parallel forecasting and reporting keeping quality and consistency in check, was recognised with the Institute of Customer Service's 2026 award for AI Return on Investment. In practice, it's meant working out exactly where AI can resolve something in seconds, whether that's an order update, a sizing query or an image check, and where a customer still needs a person, particularly around escalations, complex warranty cases or anything emotionally charged. Before Abbott Lyon, I spent six years leading international CX at WeightWatchers, balancing scale with personal service across digital, ecommerce and in-person journeys.