Customer Experience & Marketing

Why organisations work with Arnt Eriksen PayPal, American Express, Visa, Domino’s, and Salesforce all sit on his client list. His point of contact is usually the senior marketing leader carrying the number. His forthcoming book Marketing at Velocity (Kogan Page, April 2027) sets out a thesis on B2B brand compounding, with proprietary frameworks (Velocity Loops, the TRUTH Framework, the Velocity Brand Scorecard) that audiences can apply once they leave the room. Thirty years agency-side at Grey, DDB, Ogilvy, and Isobar means his frameworks come out of work that shipped and clients who renewed. He is a practitioner with a published thesis, which is rarer in this category than buyers expect. Senior marketing audiences have heard the AI-and-content pitch from a dozen other speakers. He gives them a diagnosis of why brand activity is not converting into category position, and a working set of tools for fixing it. Biography highlights Forthcoming book: Marketing at Velocity: B2B Brand Building, Momentum and Category Leadership (Kogan Page, April 2027) Author of Brand You Economics (2021) Thirty years of senior brand experience across more than 75 global brands, including PayPal, American Express, Visa, Domino’s, Salesforce, Meta, and doTERRA Senior agency career at Grey, DDB, Ogilvy, and Isobar; co-founded his first agency at twenty-five Host of the Marketing at Heart podcast Keynotes delivered across the Nordics, Europe, North America, and Australia, including for Salesforce stages Biography Most B2B brands run their marketing as a continuous feed of campaigns and content. Activity rises, dashboards look healthy, and category position barely moves. Arnt Eriksen’s argument is that this is a compounding problem, not an effort problem. For thirty years he has worked inside the marketing functions of global brands including PayPal, American Express, Visa, Domino’s, Salesforce, and doTERRA. His agency career covered Grey, DDB, Ogilvy, and Isobar; he co-founded his first agency at twenty-five. The pattern in his work is consistent. The brands that pulled away from their categories were the ones whose positioning held long enough to compound. That argument runs book-length in his forthcoming Marketing at Velocity, published by Kogan Page in April 2027. The premise is that speed wins moments and velocity wins markets. Around it sits a working set of frameworks. The One Rule (1rE²Zag), Velocity Loops, the TRUTH Framework, and the Velocity Brand Scorecard are tools senior marketers can take back into a planning cycle, not concepts that live only on a stage. Beyond the book, he hosts the Marketing at Heart podcast and runs Conquer OS, his London-based consultancy. His client work has produced concrete commercial outcomes, including a Domino’s Internet-of-Things pizza-ordering button that the company’s Digital Director, Nick Dutch, publicly credited with what he called “mind-blowing” return on investment across PR coverage and sales. Key speaking topics B2B brand building Brand velocity and category leadership Marketing strategy for senior leaders Customer relationship economics AI and the modern marketing function B2B narrative and positioning Ideal for CMOs and senior marketing leaders accountable for brand position and revenue contribution B2B leadership teams in crowded categories where differentiation is starting to blur Founders and CEOs of growth-stage businesses where marketing is being asked to translate spend into category position Audience outcomes A working diagnosis of why their B2B brand activity is not converting into category position A set of named frameworks, including Velocity Loops, the TRUTH Framework, and the Velocity Brand Scorecard, that translate directly into next-quarter marketing planning A clear read on whether their current marketing is producing speed or velocity, and what to change if the answer is speed A reframe of trust, story, and consistency as commercial assets that compound, with implications for budget allocation and channel mix

Why organisations work with Peter Fisk He brings a structured framework for business reinvention. Business Recoded sets out seven mindset shifts and 49 codes drawn from deep work with senior leaders at companies including Microsoft, Adidas and Patagonia. Senior teams leave with a shared model to argue from. He sits in the rare overlap between marketer and strategist. As former CEO of the Chartered Institute of Marketing and now Professor of Strategy and Innovation at IE Business School in Madrid, he treats marketing, customer thinking and innovation as parts of one growth discipline. Most organisations still split them across separate functions and budgets. He has worked with senior leaders across more than 300 companies in over 55 countries, with particular depth in Asian innovation and emerging-market growth. The case material is current and varied, not the same handful of examples a leadership team has already seen. As former Thinkers50 Global Director and founder of the annual European Business Forum, he has unusual curatorial access to the leading management thinkers in the world. Sessions draw on what is actually moving across the field. Biography highlights Founder and CEO of GeniusWorks, a London-based strategy and innovation consultancy Professor of Leadership, Strategy and Innovation at IE Business School, Madrid; academic director of the Global Advanced Management Program Former Chief Executive of the Chartered Institute of Marketing Former Thinkers50 Global Director; founder of the annual Thinkers50 European Business Forum Author of nine business books, including Business Recoded, Gamechangers, and the Genius series, translated into 35 languages; Business Recoded shortlisted for the CMI Management Book of the Year Earlier commercial career at British Airways, including responsibility for the Concorde brand Biography The Chartered Institute of Marketing is the world’s largest professional marketing organisation. Peter Fisk ran it before founding GeniusWorks. He used the role to argue that marketing, customer and innovation belong inside growth strategy, where most organisations still treat them as separate functions. That argument has shaped his work since. His career started in physics, in a superconductivity lab. He moved into commercial roles at British Airways, including managing the Concorde brand, before consulting work at PA Consulting Group and Brand Finance. After CIM he founded GeniusWorks, a London consultancy, and joined IE Business School in Madrid as Professor of Strategy and Innovation. His 2020 book Business Recoded sets out seven mindset shifts and 49 codes for reinventing how a business creates value. It is built on deep interviews with leaders at companies including Microsoft, Adidas, Patagonia and Spotify. The Financial Times reviewed it as “the book you have to read now”. It was shortlisted for the CMI Management Book of the Year. Through the Thinkers50 European Business Forum, which he founded in 2017 as Thinkers50 Global Director, he convenes the world’s leading management thinkers each year. Recent stages have brought together Michael Porter, Rita McGrath, Erin Meyer and Alex Osterwalder. That curatorial position is unusual for a working consultant. The frameworks in his sessions are continually refreshed by direct contact with the academics and practitioners writing the next generation of management ideas. Key speaking topics Growth strategy in fast-changing markets Business model reinvention Innovation strategy and execution Customer strategy and brand growth The Business Recoded framework: seven shifts for reinventing the business Asian innovation and emerging-market growth Sustainable growth and purposeful business Ideal for CEOs and boards facing slowing growth in mature markets Strategy and innovation leaders responsible for new business models or category growth CMOs and customer experience leaders rethinking how marketing connects to commercial strategy Executive leadership teams running annual strategy or transformation offsites Audience outcomes A shared vocabulary for the seven shifts that separate business reinvention from incremental change Case material from Asian innovators and global category leaders that most leadership teams will not have seen A connected view of innovation, customer and marketing strategy as one growth discipline Specific direction on where to stop investing, alongside where to grow

Why organisations work with Mark Ritson His “diagnosis, strategy, tactics” framework gives marketing functions a structure for connecting brand spend to commercial outcomes – a discipline most organisations have never been taught and cannot easily develop internally. He spent 13 years as in-house brand consultant for LVMH, working with Louis Vuitton, Dom Perignon, and Hennessy. His commercial credibility comes from inside the world’s most valuable luxury portfolio, not from agency pitches or conference circuit opinion. His doctoral thesis on the social uses of advertising won the 2000 Ferber Award – the first non-US researcher to receive it – and his co-authored pricing research was cited by George Akerlof in his Nobel Prize acceptance speech. No other marketing speaker working today holds that combination of peer-reviewed standing and practitioner track record. The MiniMBA, which he founded and teaches personally, has graduated more than 20,000 practitioners globally. That scale gives him a precise, evidence-based view of where marketing competence breaks down in real organisations – and what it costs them commercially. Nearly 20 years of weekly column-writing in Marketing Week – and multiple PPA Business Columnist of the Year awards – have made him the most credible dissenting voice against marketing faddism. Organisations bring him in when they need someone to challenge internal orthodoxies with evidence rather than instinct. Biography highlights PhD in Marketing, Lancaster University; doctoral thesis won the 2000 Ferber Award as the best dissertation published in the Journal of Consumer Research – the first non-US recipient in the award’s history Faculty positions at London Business School, the University of Minnesota, Melbourne Business School, MIT Sloan (visiting), and Singapore Management University (visiting); MBA Best Teacher prizes at all four institutions In-house brand consultant for LVMH from 2002 to 2015, working directly with senior executives at Louis Vuitton, Dom Perignon, and Hennessy Marketing Week columnist for approximately 20 years; multiple PPA Business Columnist of the Year awards, the highest award for magazine journalism in the UK; British Society of Magazine Editors Business Columnist of the Year in 2018 and 2022 Founder and lead instructor of the MiniMBA in Marketing and MiniMBA in Brand Management; more than 20,000 graduates globally AMI Sir Charles McGrath Award (the highest marketing honour in Australia); IPA Honorary Fellow (2024); co-authored pricing research cited by Nobel Laureate George Akerlof in his 2001 acceptance speech Published in Harvard Business Review, MIT Sloan Management Review, Journal of Consumer Research, and Journal of Advertising Biography Marketing departments spend. The harder question – what that spending actually produces commercially – is the one most organisations cannot answer. Mark Ritson has spent over two decades building the frameworks that make that answer possible, working from inside business schools, luxury brand headquarters, and the pages of Marketing Week simultaneously. His academic foundation is unusually strong. His PhD thesis, “The Social Uses of Advertising,” won the 2000 Ferber Award as the best doctoral dissertation in the Journal of Consumer Research – the first time a researcher outside the United States had received the honour. A Thouron Scholar at Wharton in 1995, he went on to hold faculty positions at London Business School, the University of Minnesota, Melbourne Business School, and MIT Sloan, winning the best teacher prize at each institution. His co-authored pricing research was cited by George Akerlof during his 2001 Nobel Prize acceptance speech. What separates Ritson from other marketing academics is sustained proximity to practice. From 2002 to 2015, he served as in-house brand consultant for LVMH, working with senior executives across Louis Vuitton, Dom Perignon, and Hennessy. That access – combined with nearly two decades writing a weekly column for Marketing Week – gave him a vantage point that bridges research, boardroom, and brand operations in a way few practitioners have held at the same time. In 2019, he left academia to focus on the MiniMBA, an online platform he founded to make evidence-based marketing education available at scale. More than 20,000 practitioners have now completed the programme, built around his “diagnosis, strategy, tactics” framework. The AMI gave him the Sir Charles McGrath Award – the highest honour for marketing in Australia – and the IPA made him an Honorary Fellow in 2024. His consistent argument is that marketing’s commercial standing in the boardroom depends not on new technology or new trends, but on practitioner competence. Key speaking topics Marketing strategy and brand management Pricing strategy and commercial decision-making Marketing effectiveness and measurement Brand building versus performance marketing Marketing capability and practitioner competence Evidence-based marketing frameworks Ideal for CMOs and senior marketing leaders facing board-level scrutiny of marketing budgets and accountability Executive leadership teams seeking a commercial framework for evaluating marketing investment Organisations investing in marketing capability development at scale Strategy, brand, and commercial functions in consumer-facing businesses where the link between brand and revenue is contested Audience outcomes A working framework for connecting marketing strategy to commercial outcomes, grounded in the “diagnosis, strategy, tactics” model Clarity on the evidence base for brand building versus short-term performance marketing, and practical guidance on how to argue for the right balance internally Sharpened understanding of pricing as a strategic rather than a tactical discipline Practical tools for improving the quality of marketing decisions: briefing standards, brand positioning, and market orientation The language and evidence to challenge marketing orthodoxies and fads in their own organisations

Why organisations work with Purna Virji At Microsoft and LinkedIn she worked the commercialization layer for emerging AI, shaping the strategy and market narratives that decide whether a new capability reaches and convinces a market. She speaks to the gap between what a product can do and what customers adopt from direct operating experience, not observation. She gives executive teams a way to measure AI by business outcomes rather than activity, replacing “time saved” and tokens used with quality lift, scope growth, and capability unlock, the language finance and boards will fund. Her Agent-Led Growth work maps a shift most leaders have not yet priced in: customers delegating discovery and purchase decisions to AI agents, and what that does to how brands get found and trusted. She wrote the award-winning High-Impact Content Marketing (Kogan Page), recognised as a Choice Outstanding Academic Title, which grounds her credibility in published, peer-recognised work rather than conference reputation alone. Biography highlights More than a decade across Microsoft and LinkedIn in AI commercialization, go-to-market, and customer engagement, including Senior Manager of Global Engagement at Microsoft and Principal Consultant, Content Solutions at LinkedIn. Author of High-Impact Content Marketing (Kogan Page, 2023), a Choice Reviews Outstanding Academic Title (2024) and Goody Business Book Award winner. Creator of the Agent-Led Growth newsletter, publishing original frameworks on agentic commerce, AI adoption, and trust as a ranking factor. Named the #1 Most Influential PPC Expert in the World (PPC Hero, 2016), an Adweek Young Influential (2018), and Search Personality of the Year (US Search Awards). Honoured Listee, Marquis Who’s Who in America (2023). Has keynoted in more than 20 countries; work featured in Adweek, The Drum, TNW, Search Engine Land, and Search Engine Journal. Biography Most AI initiatives do not fail in the lab. They fail in the gap between a working model and a customer who changes nothing about how they work. Purna Virji has spent her career inside that gap, at the point where AI commercialization, go-to-market strategy, and customer behaviour meet. That vantage point is unusual. She spent more than a decade at Microsoft and LinkedIn in commercialization and go-to-market work, latterly focused on emerging AI, where she shaped the strategy and market narratives that decide whether a new capability earns trust and gets adopted. She has seen the failure modes up close, from unclear value to a customer journey that asks too much too soon. Her published work carries the same argument. High-Impact Content Marketing (Kogan Page) was named a Choice Reviews Outstanding Academic Title, and her Agent-Led Growth newsletter tracks the next shift: customers handing discovery, comparison, and purchase decisions to AI agents acting on their behalf. The implication for brands is direct. Influence moves from catching a person’s eye to earning an agent’s confidence. What she brings to a leadership audience is a way to argue about AI in board language. She reframes success away from time saved and tasks completed toward quality lift, scope growth, and capability unlock, the outcomes that survive a finance review. Her Agent-Led Growth research names the real blocker directly: the Delegation Gap, the distance between what AI can technically do and what people are ready to hand over. For executives funding AI and seeing experimentation rather than impact, closing that gap is the work. Key speaking topics AI commercialization and adoption Agentic commerce and AI-led customer journeys Measuring AI business impact and ROI Go-to-market strategy for AI products Trust, discovery, and brand visibility in the AI era AI-driven sameness and competitive differentiation Ideal for Executive teams and boards funding AI initiatives and asking what return they are getting AI transformation leads, CTOs, and product leaders moving from pilot to deployment CMOs and revenue leaders facing the shift to agent-led discovery and commerce Enterprise B2B and SaaS organisations whose growth depends on AI adoption by customers Audience outcomes A framework for tying AI initiatives to outcomes a board will fund: quality lift, scope growth, capability unlock, rather than activity metrics. A clear picture of how agent-led customer journeys change discovery, trust, and where buying influence sits. A diagnosis of why specific AI initiatives stall at the pilot stage, and where the product-to-market handoff breaks. A way to spot where AI-driven sameness enters content and customer experience, and how to design for differentiation from the start.

Why organisations work with Tom Goodwin His 2015 observation that Uber owns no vehicles and Airbnb no real estate became the standard way executives describe asset-light competition. He gives a leadership team the same lens on its own business: where value is moving, and who is positioned to own the customer. He has made technology bets inside two of the world’s largest advertising and media groups, as EVP and Head of Innovation at Publicis-owned Zenith Media and before that as SVP of strategy and innovation at Havas Media. He advises others now on calls he has had to make himself. His read on AI cuts against both the hype and the gloom. Under the banner he calls “nowism,” he argues the technology to grow already exists and the constraint is nerve and imagination. Boards leave with something to act on, not another warning about the future. He has spent two decades translating technology for commercial audiences, as a columnist for The Guardian, TechCrunch, and Forbes and as host of the Euronews series The Edge. Operators follow the argument and can repeat it, without needing a specialist to decode it. Biography highlights Author of Digital Darwinism: Survival of the Fittest in the Age of Business Disruption, published by Kogan Page and translated into several languages Author of the 2015 TechCrunch essay “The Battle Is For The Customer Interface,” one of the most widely cited descriptions of platform business models Former EVP and Head of Innovation at Zenith Media, part of Publicis Groupe; earlier SVP, Strategy and Innovation at Havas Media Founder of the innovation consultancy All We Have Is Now, advising Fortune 500 companies and startups Named LinkedIn’s #1 Voice in Marketing Host of The Edge, a technology series for Euronews; columnist for The Guardian, TechCrunch, Forbes, Adweek, and Marketing Week Biography In 2015, a single paragraph in TechCrunch changed how executives talk about competition. It pointed out that Uber owned no vehicles, Airbnb no real estate, Alibaba no inventory, and Facebook made no content. The author was Tom Goodwin, then senior vice-president of strategy and innovation at Havas Media. The line stuck because it named something leaders could feel but had not put into words: value was moving from owning assets to owning the customer relationship. Goodwin had spent his career inside that shift, later running innovation at Publicis-owned Zenith Media and advising large companies on where to place their bets. His argument now centres on artificial intelligence, and it runs against the prevailing mood. Most organisations, he contends, use new technology to make the old business run more smoothly, when the real opportunity is to rebuild what the business does. He calls the practical version of this “nowism”: the tools to grow already exist, and the limit is nerve and imagination. That case reaches a wide audience. Goodwin hosts The Edge, a technology series for Euronews, and has been named LinkedIn’s #1 Voice in Marketing. He set out the full argument in his book Digital Darwinism, published by Kogan Page. Key speaking topics Artificial intelligence and business strategy Digital transformation Platform and asset-light business models The future of business Technology and consumer behaviour Marketing and the customer interface Ideal for CEOs and boards setting the direction of a digital or AI strategy Chief Marketing and Chief Digital Officers deciding where technology changes the customer relationship Innovation, strategy, and transformation leads under pressure to show a return on technology investment Senior leadership teams at large incumbents facing platform-native competitors Audience outcomes A way to judge which technologies change their business and which are noise A concrete test for their own model: what the company would look like if it were built today Language to explain asset-light and platform competition to their own teams and boards A more pragmatic read on AI that stays on what is usable today

Why organisations work with Kayleigh Fazan Her training population is store teams and frontline managers at PVH, ASICS, Rituals, Hunkemöller, B&Q and Skechers. TIRA’s field trainers work in store, alongside the people who serve the customer. Unscripted resolves into four behaviours a person can practise: Awareness, Connection, Confidence and Contribution. TIRA delivers the same material as Leadership Coaching Days, so a keynote can be the front end of a programme with the same teams. She argues the people case in commercial language. TIRA’s client programmes are built and tracked around conversion, average transaction value, membership acquisition and retention. She has lived the disruption her keynote addresses. Twenty years of career built from a £3.25-an-hour shop floor job, redundancy in 2020, and The International Retail Academy founded the same year. Biography highlights Founder and Managing Director of The International Retail Academy, a retail training and consulting firm working with Rituals, ASICS, Hunkemöller, Skechers, B&Q, Tommy Hilfiger, Gap and Crocs. Two decades in retail operations before founding TIRA, from Concession Manager at Debenhams at 19 to Area Manager and Head of Franchise across Europe and the Middle East. Hosted the closing session of the 10th Global DIY-Summit in Rome, and shared a Retail Week Live fireside in London with André Pedersen, COO of Intersport Nordics, on focusing store teams on what matters most. Also billed at the Retail Technology Show, House of Retail, and the SingularityU South Africa Summit, which ran online in 2021. Contributor to Retail Jeweller and Bizcommunity, and guest on the Shiny Happy People podcast. Co-author of Women Who Inspire, contributing the chapter “Embracing Discomfort”, and writing her first solo book. Profiled by CIO Business World in its 2025 feature “The 10 Most Iconic Women Leaders Revamping the Future”. Biography The International Retail Academy exists because retailers spend heavily on systems and thinly on the people using them. Kayleigh Fazan founded it in 2020, mid-pandemic, after twenty years running stores, areas and franchise operations across Europe and the Middle East. The method is deliberately bottom-up. TIRA’s field trainers work in store alongside store leaders, moving them from supervising tasks to coaching behaviour. Programmes are tracked in conversion, average transaction value, membership acquisition and retention. Her argument is that being hard to replace is trainable. The signature keynote, Unscripted: How to Thrive When Everything Else Gets Automated, breaks that into four behaviours a person can be coached in. The stages have been mostly retail and franchise: the closing session of the 10th Global DIY-Summit in Rome, and a Retail Week Live fireside in London on focusing store teams on what matters most. Her keynote on The Retail Revolution went out online, to the SingularityU South Africa Summit in 2021. She started at 16 on a New Look shop floor in Barrow-in-Furness, earning £3.25 an hour, and was running a Debenhams concession by 19. Redundancy in 2020 ended the international career she had built. Her speaking fees part-fund her work supporting children living in poverty, a commitment she traces to having lived in a hostel as a child. Key speaking topics Human capability in an automating workplace Frontline behaviour and customer experience Service culture and its commercial results Leadership of store and frontline teams Confidence and presence at work Employee retention in high-turnover roles Retail transformation from the shop floor up Ideal for CHROs and L&D directors accountable for capability in large frontline workforces Chief Customer Officers, retail directors and heads of store operations Conference programmers in retail, franchise and consumer-facing sectors looking for a main stage or closing session Brand and franchise leadership teams at offsites, kick-off meetings and sales conferences Audience outcomes Four behaviours they can practise the next morning: Awareness, Connection, Confidence and Contribution An answer to what their own role becomes once the specifiable parts of it are automated The case for why the person in front of the customer is the brand, and what that changes about how teams are managed Managers able to describe the difference between supervising tasks and coaching behaviour

Why organisations work with Blake Morgan Three books, each making a distinct argument about customer experience: the operational discipline of More Is More, the technology playbook of The Customer of the Future, and the leadership framework of The 8 Laws of Customer-Focused Leadership. Audiences leave with applicable frameworks they can put to work the following week. Over a decade of weekly interviews with chief customer officers and CEOs on The Modern Customer Podcast. That volume of primary-source research gives her keynotes a specificity and currency that circuit speakers cannot match. Before becoming a full-time author and speaker, Blake was a customer service leader inside a Fortune 100 company. She speaks to leadership teams as someone who has worked inside the operational machinery that turns CX strategy into delivery. Her work focuses on the question now dominating CX boardrooms: how AI and automation are reshaping what customers expect and how organisations respond. She handles both the technology substance and the human experience side with equal credibility. Biography highlights Author of three books on customer experience: More Is More (2017), The Customer of the Future (2019), and The 8 Laws of Customer-Focused Leadership (2024). The Customer of the Future was listed by Business Insider among the top 20 books executives were reading during the COVID-19 period, and placed on Book Authority’s Top 100 Future of Technology Books of All Time. Senior Contributor to Forbes, with additional bylines in Harvard Business Review and Hemispheres magazine. Host of The Modern Customer Podcast, featuring chief customer officers, CEOs and CX operators from across industries. Guest lecturer at Columbia University and UC San Diego; adjunct faculty in the Executive MBA program at Rutgers Business School. Dubbed “The Queen of CX” by Meta; LinkedIn Top Voice; named one of the Top 40 female keynote speakers by Real Leaders magazine. Biography Most organisations that describe themselves as customer-centric are not. They have customer language in the strategy deck and customer photographs on the wall, alongside operational decisions that point in a different direction. Closing that gap is the work Blake Morgan has done for most of her career. She was working in the field before customer experience existed as a named discipline. Three books have followed. More Is More argued that memorable customer experience requires sustained corporate investment and introduced her DOMORE framework for structuring the work. The Customer of the Future, published in 2019, set out ten principles for companies preparing for AI, automation, and rising customer expectations around frictionless experience. The 8 Laws of Customer-Focused Leadership, published in 2024, is a playbook for keeping a customer-centric strategy alive inside an organisation under pressure. What gives her work unusual breadth is the range of roles she holds in parallel. She is a Forbes Senior Contributor on customer experience, host of The Modern Customer Podcast with hundreds of chief customer officer interviews behind her, adjunct faculty in the Executive MBA program at Rutgers Business School, and an adviser to companies including Amazon, Marriott, Coca-Cola and the Federal Reserve Bank. Each role produces primary-source material for the others. The dominant CX question has moved on from whether to invest in AI-enabled customer experience design. It is now how to build AI that customers actively want to interact with, at scale, without losing the emotional quality of the brand. That is the question at the centre of Morgan’s current keynote, Designing AI Experiences That Customers Remember. Key speaking topics Customer experience strategy and operations AI-enabled customer experience design Customer-focused leadership Building customer-centric cultures across the organisation Employee experience as the foundation of customer experience The future of customer loyalty in the AI era Digital transformation in service-intensive businesses Ideal for Chief Customer Officers, Chief Experience Officers and heads of customer experience responsible for operationalising CX strategy across an organisation Senior leadership teams and boards deciding how to integrate AI and automation into customer-facing operations without eroding the brand CMOs and heads of digital who are moving their organisations from campaign-driven marketing to experience-driven growth Audience outcomes A usable framework for turning customer experience from a strategic slogan into a daily operating decision Specific examples from companies currently getting CX right, and those getting it wrong, drawn from Morgan’s primary-source interviews A specific assessment of where AI genuinely improves customer experience and where it currently makes it worse A checklist of what customer-focused leaders do differently, drawn from the research behind The 8 Laws of Customer-Focused Leadership

Why organisations work with Marc Saltzman Three decades of daily working-journalist output across USA Today, AARP, Forbes Vetted, Reader’s Digest, Costco Connection and Yahoo, which means his read on what is real versus hype is grounded in actual product testing, not slide-deck futurism. Author of 17 books, including Wiley’s Siri, Apple Watch and Apple Vision Pro For Dummies titles, giving him a track record of translating frontier consumer tech into language a general audience can act on. Host of Tech It Out on 100+ U.S. radio stations via Radio America, plus Canada’s longest-running technology radio show, Tech Talk; broadcast craft that translates directly into keynote pacing for mixed audiences. Covers a working business stack in plain English: generative AI, cybersecurity, smart home and aging-in-place tech, retail and commerce, social media, automotive innovation, so a single booking can address multiple functions in the room. Regular on-camera commentator for CNN, NBC, CBS, FOX, CTV and Global, which means he is comfortable in front of a sceptical room and on stage with executives and media partners. Biography highlights Reporting on the technology sector since 1994 as journalist, author and broadcaster. Contributor to USA Today/Gannett (109 publications), AARP, Forbes Vetted, Reader’s Digest, Costco Connection, Yahoo, Toronto Star, Zoomer and Postmedia. Author of 17 books, including Siri For Dummies (Wiley, 2012), Apple Watch For Dummies (Wiley, 2015) and Apple Vision Pro For Dummies (Wiley, 2024). Host and producer of Tech It Out on 100+ U.S. stations via Radio America. Creator and host of Tech Talk, Canada’s longest-running technology radio show. On-air technology commentator for CNN, NBC, CBS, FOX, CTV, Global and CP24, with prior hosting credits on FOX Business and Bloomberg Television. Biography Most consumer technology coverage is written by people who do not actually use the products. Saltzman’s career is built on the opposite habit. Since 1994 he has reported on the technology sector as a working journalist, columnist and broadcaster, with a syndicated USA Today/Gannett column reaching 109 publications and regular bylines in AARP, Forbes Vetted, Reader’s Digest, Costco Connection, Yahoo and Postmedia titles. The output across formats is what makes the perspective useful to senior teams. He has written 17 books for general audiences, including Siri For Dummies, Apple Watch For Dummies and Apple Vision Pro For Dummies for Wiley, where the editorial constraint is to make a frontier consumer product usable by a non-technical reader on day one. That same constraint shapes his radio work: Tech It Out airs on 100+ U.S. stations through Radio America, and Tech Talk is Canada’s longest-running technology radio show. Television sharpens the discipline further. As a regular commentator on CNN, NBC, CBS, FOX, CTV, Global and CP24, with prior hosting credits on FOX Business and Bloomberg Television, he has spent years translating new categories, AI assistants, wearables, smart home, mixed reality, connected vehicles, into language a general audience can use within a four-minute segment. For organisations, the practical value is a single voice that can speak across consumer technology, generative AI, cybersecurity, retail and commerce, and the future of work, grounded in what products actually do today rather than what vendor decks claim they will do tomorrow. Key speaking topics Generative AI in everyday business and consumer life Cybersecurity and digital safety for organisations and customers The future of retail and commerce Smart home, wearables and connected devices Social media strategy for business Aging-in-place and consumer health technology Automotive and mobility innovation Emerging consumer technology trends Ideal for CMOs and customer experience leaders responding to AI, social and commerce shifts IT, security and risk leaders briefing non-technical executives and boards Retail, consumer goods and franchise leadership teams Conference programmers seeking a credible technology emcee, panel host or keynote across mixed audiences Audience outcomes A working filter for separating durable consumer technology shifts from short-lived hype A clearer view of how generative AI, cybersecurity threats and connected devices show up in customer behaviour Concrete examples of how retail, commerce and workplace tools are changing, drawn from current product testing Plain-English language that executives can repeat to staff, customers and boards without distortion Sharper questions to take back to vendors, agencies and internal technology teams

Why organisations work with Liv Marks A live-television-grade interviewer used to extracting a usable, broadcast-ready answer from talent like Leonardo DiCaprio, Angelina Jolie, Olivia Colman and Lady Gaga inside a junket window of a few minutes. Fronts Bauer Media’s “My Life in Movies”, a long-form career interview format with figures including Jeff Goldblum, Jesse Eisenberg and Alexander Skarsgard, evidence she can carry an unscripted hour as well as a red-carpet hit. Brings a built audience of women aged 25 to 35 on TikTok and Instagram, useful for organisations whose branded content needs to travel beyond the room. Track record of branded campaign work with Bvlgari at the EE BAFTAs, Disney, Sky, NOW TV and Bauer Radio, so commercial integration is familiar territory, not new ground. A presenter who can move between film, television and stage musicals on Saturday radio, useful for organisations programming arts, culture and entertainment events. Biography highlights Senior Entertainment Reporter and Content Producer, Bauer Media, covering film and television. Host, “My Life in Movies”, Bauer Media’s digital long-form interview series. Presenter, “Magic Musicals” Saturday radio show. Interview credits across red carpets, press junkets and premieres including Leonardo DiCaprio, Angelina Jolie, Olivia Colman and Lady Gaga. Branded campaign work with Bvlgari (EE BAFTA Awards), Disney, Sky, NOW TV and Bauer Radio. BA in Broadcast Journalism, University of Leeds; earlier reporting roles at ITN, That’s TV and Made Television. Biography Press junkets are not gentle environments. A reporter has a few minutes with a major film actor, a publicist watching the clock, and a queue of competitors behind them all asking the same question. The interviewers who travel out of that format and into bigger rooms are usually the ones who can find a real conversation inside the constraint. Liv Marks is one of them. As Senior Entertainment Reporter and Content Producer at Bauer Media, Marks works across film and television, interviewing leading talent on red carpets, at premieres and in press junkets. Her interview credits include Leonardo DiCaprio, Angelina Jolie, Olivia Colman and Lady Gaga. She fronts Bauer’s “My Life in Movies”, a career-spanning digital series whose guests have included Jeff Goldblum, Jesse Eisenberg and Alexander Skarsgard, and presents “Magic Musicals” on Saturday radio, where she covers theatre and stage performance. Alongside the day job, Marks has built a sizeable digital audience as @olivialilymarks, with engagement concentrated among women aged 25 to 35. That reach is what turned her into a useful collaborator on branded campaigns for Bvlgari at the EE BAFTAs, Disney, Sky, NOW TV and Bauer Radio. The training behind it is conventional: a BA in Broadcast Journalism from the University of Leeds and earlier reporting roles at ITN, That’s TV and Made Television, then a steady move into national entertainment journalism. For organisations, the proposition is straightforward. Marks is hired to host an evening, conduct an on-stage interview, moderate a panel or front a piece of branded content, with the craft of a working entertainment journalist behind it and an audience that will share the clip afterwards. Key speaking topics Live event hosting and on-stage interviewing Branded content presenting for film, television and lifestyle brands Red carpet, premiere and awards coverage Long-form career interviews with talent Building a digital audience around film and entertainment Musicals, theatre and stage performance Ideal for Heads of brand and marketing commissioning launch events, premieres or awards moments that need an experienced on-camera host Communications and content leads producing branded interview series or social-first video content Conference and gala organisers in arts, entertainment, lifestyle and media Audience outcomes A live event hosted with the pace and confidence of a working broadcaster On-stage interviews that get past stock answers and produce moments worth clipping Branded content that fits the host’s own audience rather than reading as an advert A bridge between mainstream media credibility and a digital audience of women aged 25 to 35

Why organisations work with Chris Endersby He treats a brand as an internal operating system before he treats it as a marketing asset, so the work changes how the leadership team behaves, not just how the company looks. The DARE methodology he co-developed at Firestarter gives founders a structured way to test whether their positioning is genuinely differentiated, authentic to the team, resonant with the buyer, and expressed consistently across every touchpoint. His background sits at the intersection of corporate change work at JP Morgan, KPMG, UBS and Barclays and front-line risk management in child safeguarding, which gives him a non-marketing read on how people actually respond to disruption and uncertainty. He is registered in both coaching psychology and psychotherapy, which means he can hold the harder conversations that surface when a founder’s stated brand and the team’s lived experience do not match. Biography highlights Co-founder and COO of Firestarter, a London brand consultancy for purpose-led scale-up B2B businesses. Co-developer of the DARE methodology (Differentiation, Authenticity, Resonance, Expression). Corporate change and consulting experience with JP Morgan, KPMG, UBS and Barclays. Dual professional registration in coaching psychology and psychotherapy. Earlier career as a front-line child safeguarding practitioner, manager and researcher. Biography Scale-up B2B brands tend to fail in the same way. The founder’s original conviction gets diluted in committee, the language drifts toward whatever the competitor set is saying, and the team can no longer explain in plain terms why a customer should choose them. Chris Endersby’s work starts from that failure pattern, and from the observation that brand is rarely a marketing problem first. It is a leadership and behaviour problem that surfaces as a marketing problem. Endersby co-founded Firestarter, a London consultancy that works with founders of scale-up B2B businesses to rebuild that conviction. Alongside his business partner he co-developed the DARE methodology, which moves a brand through four practical tests: is it genuinely Differentiated in its market, Authentic to the people who have to live it, Resonant with the audience it is trying to reach, and Expressed consistently in everything the company does. The methodology is designed to make brand work auditable rather than aesthetic. His credibility for this work comes from an unusual stack. He has spent years inside corporate change programmes at JP Morgan, KPMG, UBS and Barclays, where he learned how large organisations actually metabolise new strategy. Before that he worked in child safeguarding as a practitioner, manager and researcher, which gives him a working understanding of risk, human behaviour under pressure, and the gap between what institutions say they do and what they do. He is registered in both coaching psychology and psychotherapy. The result is a speaker who can sit in front of a founding team and ask the questions that brand agencies usually avoid: whether the leadership group actually believes its own positioning, where the team’s behaviour contradicts the stated values, and what the cost of that contradiction is in hiring, pricing and retention. Key speaking topics Brand differentiation for scale-up B2B Authentic positioning and purpose Founder-led brand strategy Organisational behaviour and brand Change and transformation in growth-stage businesses Coaching psychology applied to leadership teams Ideal for Founders and CEOs of Series A to Series C B2B businesses approaching a rebrand or repositioning Chief marketing officers and brand leads inside scale-ups where the brand has outgrown its origin story Leadership teams preparing for a funding round, acquisition or international expansion where positioning is under scrutiny Audience outcomes A clearer test for whether their current positioning is actually differentiated or just well-written A working understanding of why brand work fails when it stays inside the marketing function Specific questions to take back to their own leadership team about the gap between stated values and lived behaviour A framework (DARE) for auditing brand expression across product, sales, hiring and internal communication

Why organisations work with Karen Nelson-Field She runs Amplified Intelligence, the company whose eye-tracking dataset of 55,000+ panellists sits behind the IAB and MRC’s 2025 attention measurement accreditation standards. The category she explains is the category she helped define. Her three books, published by Oxford University Press and Springer, give CMOs and media leads a defensible academic spine for redirecting budget away from cheap reach and toward attention-weighted media. A decade inside the Ehrenberg-Bass Institute means her commercial advice rests on the same evidence base as How Brands Grow, the most influential marketing science framework of the last twenty years. Her client list, Google, Meta, Snapchat, PepsiCo, Nestlé, Mars, Unilever, OMD, means she addresses media owners and advertisers using the same vocabulary, neither captured by either side. Biography highlights Founder and CEO, Amplified Intelligence (founded 2016) Industry Professor of Media Innovation, The University of Adelaide Former Senior Research Associate, Ehrenberg-Bass Institute for Marketing Science Author of three books on media science, published by Oxford University Press and Springer Judge, IPA Effectiveness Awards 2022 Work covered in The New York Times, Bloomberg, CNBC, Forbes, Wall Street Journal, The Drum, WARC Biography For two decades, advertising spent more on media than on any other line of marketing investment, and verified less of its return than almost any other category of corporate spend. The industry standard for measuring whether an ad worked was whether the pixels were technically on screen. Whether a human looked at them was a separate question, mostly unasked. Karen Nelson-Field is the researcher who turned that question into a measurable category. As Founder and CEO of Amplified Intelligence, she built the eye-tracking and machine-learning infrastructure that quantifies active and passive attention across TV, digital, and social environments. The company now operates the largest human attention panel in the world, and its data informed the IAB and MRC’s 2025 attention measurement accreditation standards. Her authority predates the company. A decade at the Ehrenberg-Bass Institute, working alongside Byron Sharp on buyer behaviour and brand growth, gave her the evidence-based grounding that distinguishes her from attention commentators who appeared after the category became fashionable. Her three books, Viral Marketing, The Attention Economy and How Media Works, and The Attention Economy: A Category Blueprint, are read as the field’s reference texts rather than its trade press. For boards and CMOs, the practical value is direct. She names where current media metrics are misleading, what the replacement looks like, and how to allocate budget against the new evidence. Clients including Google, Meta, PepsiCo, Mars, and Unilever commission her not for trend commentary but for the underlying mathematics of where their advertising money actually performs. Key speaking topics Attention as a media currency The economics of advertising effectiveness Brand growth and buyer behaviour Media planning under digital fragmentation AI and machine learning in audience measurement Marketing science and evidence-based strategy Ideal for CMOs and marketing directors reassessing media investment frameworks Media agency leadership renegotiating attention-based trading models Platform and media owner executives benchmarking against new measurement standards Board-level conversations on marketing accountability and budget governance Audience outcomes A working definition of attention that distinguishes it from viewability, reach, and exposure Specific evidence on which formats and platforms convert attention into commercial outcome A clear view of where IAB and MRC 2025 measurement standards change buyer obligations Direct guidance on reallocating media budget against attention-weighted metrics An evidence base drawn from the same school as How Brands Grow, applied to current media conditions

Why organisations work with Eleanor Mills She has built the most detailed evidence base in the UK on ABC1 women aged 45 to 60, including partnership research with HSBC on midlife female entrepreneurs and with Accenture on the economic power of women over 45. She names a category most boardrooms still treat as a footnote, the “Queenager”, and gives employers and brands a working vocabulary for talent retention, marketing strategy and product design aimed at this group. She has 22 years of editorial authority at The Sunday Times, including running the magazine when it won Supplement of the Year at the 2018 Press Awards, which gives her communications work with senior leaders genuine craft behind it. Her book, Much More to Come (HarperCollins, 2024), turns midlife transition into a leadership story about reinvention after redundancy, divorce and caring responsibilities, the same pressures organisations are failing to design around. She convenes a 50,000-strong community at Noon, which means her insight is continually refreshed by the audience itself, not drawn from a one-off study. Biography highlights Founder and Editor-in-Chief, Noon (noon.org.uk), launched 8 March 2021. Former Editorial Director of The Sunday Times and Editor of The Sunday Times Magazine, 1998 to 2020. Chair of Women in Journalism, 2013 to 2021. Author of Much More to Come (HarperCollins, 2024), a Sunday Times bestseller; co-editor of Cupcakes and Kalashnikovs (2005). Recipient of the International Alliance for Women World of Difference Award (2012); editor of the Press Awards Supplement of the Year (2018). Research partnerships with HSBC (Fearless and Thriving) and Accenture (The Rise of the Queenager). Biography The most economically active female demographic in Britain is also the one most likely to leave senior roles before reaching the top. Women aged 45 to 60 hold disposable income, household decision-making power and decades of operating experience, yet employers and consumer brands consistently underestimate both their commercial weight and their willingness to stay. This is the gap Eleanor Mills has spent the last five years documenting. After 22 years at Times Newspapers, including running The Sunday Times Magazine when it won Supplement of the Year at the 2018 Press Awards, she left in March 2020 and founded Noon on International Women’s Day 2021. Noon is now a 50,000-strong community and a research platform, with partnership studies for HSBC on midlife female entrepreneurs and Accenture on the economic power of women over 45. Her book Much More to Come (HarperCollins, 2024) extends that argument into the territory of reinvention. It draws on her own redundancy and the pressures her readers describe: menopause, divorce, empty nests, caring for elderly parents, second careers. The book reframes midlife as a productive stage organisations should design around, not write off. For a senior buyer, the value is precise. She gives a board the vocabulary, the data and the editorial sharpness to act on a workforce and consumer segment most strategy decks treat as a rounding error. Key speaking topics Women in midlife as a talent and consumer category Retention of senior women through menopause and caring years Reinvention after redundancy and career disruption Marketing and brand strategy for women over 45 Personal storytelling in leadership communication Resilience in transition Ideal for CHROs and talent leaders designing retention strategies for senior women CMOs and brand leaders targeting the over-45 female consumer Boards reviewing DEI and culture beyond entry and mid-career pipelines Leadership programmes for women navigating career and life transitions in their forties and fifties Audience outcomes A working definition of the Queenager category and what makes it commercially distinct Specific intervention points where organisations lose senior women, and what changes the curve Evidence drawn from named partnership research with HSBC and Accenture, not generic DEI argument A reframing of midlife transition as a leadership and reinvention story rather than a wellness theme