Customer Experience & Marketing

Why organisations work with Lior Arussy He has the documented Mercedes-Benz USA case: a dealer network that moved from ninth to first in customer satisfaction, with 25,000 employees engaged through 80 full-day programmes. His method treats customer experience as an execution problem, not a brand or service problem. The deliverable is behavioural change at the frontline, tied to revenue and retention. He brings a published intellectual track. Seven books, including Next Is Now (Simon & Schuster) on building organisations for continuous change, and 300+ articles, with regular contributions to Harvard Business Review and Chief Executive. He has run more than 200 corporate transformations through Strativity, with clients including Mercedes-Benz, Royal Caribbean, Thomson Reuters, HSBC, SAP, FedEx, and Johnson & Johnson. The reference base is unusually deep for a CX speaker. His Generative AI keynote work addresses what the technology does to customer expectations and to the operating model of customer-facing teams. It is positioned as a strategic conversation, not a tooling demo. Biography highlights Founder and CEO of Strativity Group, a global customer experience and strategy execution consultancy operating across multiple countries. Author of seven books, including Next Is Now (Simon & Schuster, 2018), Passionate and Profitable (Wiley, 2005), and Customer Experience Strategy. 300+ published articles, with regular contributions to Harvard Business Review and Chief Executive media. Led the Mercedes-Benz USA customer experience transformation, taking the dealer network from ninth to first in customer satisfaction. Named to the Global Gurus customer service and customer experience rankings; recipient of the CRM Magazine “Influential Leaders” award. MBA, Weatherhead School of Management, Case Western Reserve University. Previously held executive positions at Hewlett-Packard. Biography Most customer experience programmes do not fail at the strategy stage. They fail when an engaged steering committee meets a frontline that has been trained to comply with policy rather than own a customer outcome. Arussy has spent two decades closing that gap inside large organisations. He founded Strativity Group in 2003 and has since led more than 200 corporate transformations across customer experience, employee engagement, and strategy execution. The Mercedes-Benz USA work is the cleanest illustration: a dealer network that moved from ninth to first in customer satisfaction after 25,000 employees were engaged through 80 full-day programmes. A European logistics client he advised moved from 3% to 44% annual organic growth in two years. The work is consistently anchored in measurable commercial change, not in survey scores or brand language. The published track behind the consulting is substantial. He has written seven books, including Next Is Now (Simon & Schuster, 2018) on building organisations that thrive under continuous change, and Passionate and Profitable (Wiley, 2005) on why customer strategies typically fail. He has published more than 300 articles, including in Harvard Business Review, and contributes regularly to Chief Executive media. His current keynote work extends into the implications of generative AI for customer expectations and the operating model of customer-facing teams. For a senior buyer, the value is access to a CX practitioner who has done the work at scale and writes about it with the directness of someone who has watched it succeed and fail in real organisations. The references run from Mercedes-Benz and Royal Caribbean to HSBC, SAP, and Johnson & Johnson. Key speaking topics Customer experience as commercial growth strategy Strategy execution and behavioural change at the frontline Customer-centric culture and employee engagement The generative AI-empowered customer Leading continuous change and organisational reinvention Personal agency and ownership in transformation Ideal for Chief Customer Officers, CXOs, and Chief Marketing Officers leading enterprise-wide CX programmes. CEOs and COOs evaluating the gap between customer strategy and operating reality. Transformation and change leaders responsible for embedding new behaviours across large, distributed workforces. Boards and leadership teams in retail, financial services, automotive, hospitality, logistics, and B2B technology. Audience outcomes A practitioner’s account of what separates CX programmes that move revenue from those that move only dashboards. A clearer picture of how generative AI is reshaping customer expectations and the work of customer-facing teams. The five steps from Next Is Now applied to the audience’s own change environment. Named case material from Mercedes-Benz, Royal Caribbean, and other Fortune 500 transformations. A direct challenge to the policy-and-consistency model of customer service, with the alternative framed in operational terms.

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 Lolita Taub She runs a working venture fund built on the community-as-moat thesis, so the argument is tested against capital decisions every week, not theorised from the outside. She has sat on both sides of the cap table: $50M-plus in enterprise tech sold at IBM and Cisco, then 100-plus pre-seed and seed investments through Backstage Capital, The Community Fund and Ganas Ventures. She built Ganas Ventures as the first Latina-led traditional VC fund using a public fundraising structure under SEC Rule 506(c), which gives her direct experience of investor access as a design problem, not a diversity slogan. Her audience network of 90,000-plus founders, funders and operators, plus a 22,000-subscriber newsletter, is itself proof of the playbook she teaches. Biography highlights General Partner and founder, Ganas Ventures, investing pre-seed and seed across the US and Latin America. Co-founder of The Community Fund with Jesse Middleton and Flybridge, a $5M vehicle backing community-driven startups. Forbes 30 Under 30 Finalist; World Economic Forum Global Shaper across San Diego, Madrid and New York hubs. 2x TEDx speaker; keynote stages at Meta, Zoom, Stanford and Harvard. 2025 Stella Foundation Lifetime Achievement Award; 2025 ¡HOLA! Latina Powerhouse in the Disrupters category. MBA, IE Business School; BA International Relations, University of Southern California. Biography Most early-stage companies are built on a marketing assumption that no longer holds. Distribution channels are saturated, paid acquisition costs keep climbing, and customers move on the moment a cheaper alternative appears. The companies that survive are the ones whose users, contributors and earliest believers feel ownership over the product, and that is a structural design choice, not a campaign. Ganas Ventures was built around that observation. As General Partner and founder, Taub invests pre-seed and seed cheques into community-driven companies across the US and Latin America, and runs the fund itself as a community of operators, angels and LPs rather than a closed institutional vehicle. Before Ganas, she co-founded The Community Fund with Jesse Middleton and Flybridge, a $5M fund seeding the same thesis into 100 startups. The argument has weight because she sold the technology stack before she invested in it. Seven-plus years at IBM and Cisco produced the first US Cloud sale at QAD and the first Cisco IoT Connected Cities project, and a track record across data analytics, security and cloud. She then moved through Backstage Capital, Indie.VC, K Fund and NextGen Venture Partners, and now sits on more than 100 portfolio cap tables. Outside the fund, she is a 2x TEDx speaker and World Economic Forum Global Shaper who has keynoted at Meta, Zoom, Stanford and Harvard. The 2025 Stella Foundation Lifetime Achievement Award and a place on ¡HOLA!’s Latina Powerhouse list recognise a working venture practice, not a personal story. Key speaking topics Community as commercial moat Early-stage venture strategy Building investor and founder networks Underestimated founders and capital access Latin America and US cross-border tech Responsible AI and bias in product Inclusive investing and Rule 506(c) fund design Ideal for Founders and operating teams at pre-seed through Series A Corporate venture, innovation and ecosystem leads building community plays CMOs and growth leaders rethinking brand around customer ownership LP and family office audiences allocating to emerging-manager strategies Audience outcomes A working definition of community moat that can be applied to a specific product, not a generic brand claim A view of how early capital is actually allocated to community-driven companies, from a GP writing those cheques Practical reference points from 100-plus portfolio investments, including what separates a real community from an audience A grounded reading of how inclusion shows up in commercial strategy and fund design, away from political signalling Direct exposure to the US and Latin America early-stage landscape from an investor active on both sides

Why organisations work with Lottie Hulme A working journalist inside one of the UK’s largest entertainment newsrooms, with daily access to celebrity stories, talent and the cultural conversation brands are trying to enter. Hosting credit on The Sun’s National Television Awards Winners Room, twice, plus the YouTube franchise Strictly Secrets, which gives clients an MC with a track record on the kind of stage they are trying to reproduce. A TikTok and Instagram following built specifically around showbiz commentary, which puts brand activations in front of the audience that already watches entertainment content. A podcast host (#NoFilter) and regular talk radio contributor, useful when a brief calls for long-form interview craft rather than autocue presenting. Equally comfortable on the red carpet, in the host chair and behind a microphone at a corporate event, which removes the usual gap between a presenter who looks polished and one who can actually carry a live room. Biography highlights Senior Showbiz Reporter at The Sun, delivering celebrity exclusives across the title’s digital and video platforms. Host of Strictly Secrets on The Sun’s YouTube channel. Hosted the National Television Awards Winners Room twice on behalf of The Sun. Former Showbiz and Lifestyle Reporter at OK! Magazine. Former Deputy Editor of The Handbook, a London luxury lifestyle magazine. Host of the #NoFilter podcast and a regular entertainment contributor on talk radio, including Petrie Hosken, David Bull and Fubar Radio’s Access All Areas. Biography The fastest route to a consumer brand moment in 2026 runs through showbiz coverage and social video, not press releases. Lottie Hulme works at that intersection professionally, as Senior Showbiz Reporter at The Sun, where she delivers celebrity news and exclusive interviews across the title’s digital and video platforms. Her route into the chair was deliberate. She began at i-on, Scotland’s biggest fashion and lifestyle magazine, moved to London as Deputy Editor of The Handbook covering high-end venues and events, then joined OK! Magazine as a Showbiz and Lifestyle Reporter before her current role at The Sun. The career has been built inside the publications that set the day’s entertainment agenda. The hosting work has been built in parallel. She has fronted the National Television Awards Winners Room twice for The Sun, presents the YouTube franchise Strictly Secrets, and contributes regularly to UK talk radio. Her #NoFilter podcast brings the same interview craft to long form. For brand clients, she is bookable as MC, awards host, red carpet interviewer and panel host, all delivered with a working journalist’s instinct for the story in the room. Outside the studio, the TikTok and Instagram channels function as their own distribution. Lottie’s showbiz updates reach hundreds of thousands of viewers, which makes her one of the rare presenters who arrive at a corporate event with an existing consumer audience already paying attention. Key speaking topics Entertainment journalism and the modern celebrity story Social media and TikTok for brand audiences Red carpet hosting and awards presenting Influencer marketing and creator partnerships Interview craft for podcasts and live events Luxury lifestyle and consumer brand storytelling Ideal for Consumer brand marketing teams briefing on social-first activation Awards organisers and corporate event leads needing an experienced MC or host Media, entertainment and lifestyle conferences Internal events where a journalist-host can chair panels and conduct on-stage interviews Audience outcomes A clearer read on how entertainment stories actually travel across The Sun, TikTok and broadcast in 2026. A working journalist’s view of what makes celebrity and brand collaborations land or fail. Practical reference points on building a social following around a specific editorial niche. A live demonstration of interview and hosting craft when Lottie chairs sessions on the day.

Why organisations work with Louie Gravance He authored core content for “Disney’s Approach to Quality Service” at the Disney Institute, the programme that taught Disney’s service operating model to outside corporate clients. Buyers get the curriculum source, not a second-hand interpretation of it. His post-Disney consulting work has produced named, large-scale service campaigns for Bank of America, ING Financial, Choice Hotels, Nikon and Microbac Technologies. The work has a commercial track record outside theme parks. He treats service as stagecraft. His frameworks (the P.L.A.N. model, the Ten Skills of the Service Superhero, the Seven Secrets for Crafting WOW Service Experiences) give frontline managers something to teach on Monday, not a philosophy to absorb. He continues to work inside live guest operations, including the Ollivanders Wand Experience at Universal Orlando’s Diagon Alley. The content is sharpened on a working stage, not refined in a slide deck. The book Service is a Superpower: Lessons Learned in a Magic Kingdom (Mascot Books, 2020) gives organisations a takeaway that travels into the team after the keynote ends. Biography highlights 25-plus years at the Walt Disney Company, including curriculum design at the Disney Institute in Orlando. Lead designer on Disney’s “Approach to Quality Service” programme for external corporate clients. Architect of multi-million-dollar service campaigns for Bank of America, ING Financial, Choice Hotels, Nikon, Microbac Technologies and the American Council of Independent Laboratories. Author, Service is a Superpower: Lessons Learned in a Magic Kingdom (Mascot Books, 2020). Opening team member for Harry Potter’s Diagon Alley at Universal Orlando from 2014; continues to perform at the Ollivanders Wand Experience. Recipient of Disney’s Partners in Excellence Award and the Spirit of Disney Award. Biography The hardest part of a service strategy is not writing it. It is the moment when a brand promise meets a tired employee at the end of a long shift. Disney’s operating answer to that problem was not a slogan. It was a curriculum, and Louie Gravance helped build it. Inside the Disney Institute in Orlando, Gravance was part of the team that turned the theme park’s service model into “Disney’s Approach to Quality Service,” the programme that exported the company’s frontline practice to outside corporates. That work sat on top of a longer Disney career: live entertainment design, cast training, and the daily craft of running guest experiences at scale. He spent over 25 years inside the company. The post-Disney work moves the same operating logic into industries where service is the product but the theatre is harder to see. His campaigns include Bank of America’s “Spirit” initiative, alongside named programmes for ING Financial, Choice Hotels, Nikon, Microbac Technologies and the American Council of Independent Laboratories. The book that distils this practice, Service is a Superpower: Lessons Learned in a Magic Kingdom (Mascot Books, 2020), is structured around what he calls the Ten Skills of the Service Superhero. He has not left the operational stage. Since 2014 he has been part of the team behind the Ollivanders Wand Experience inside Universal Orlando’s Diagon Alley, where the content he teaches to corporate clients is tested on real guests, several times a day. Key speaking topics Customer experience and service culture Employee engagement on the frontline Hospitality and member-services operating practice Service storytelling and brand moments Difficult customer interactions Disney-trained service design Ideal for CX, customer service and member-services leaders in financial services, retail, hospitality and healthcare CMOs and brand leaders whose customer promise depends on frontline delivery HR and L&D directors building service onboarding and engagement programmes Franchise, branch and field operations leaders running distributed service teams Audience outcomes A working definition of what a “WOW moment” is and how it is constructed, not described. Specific tools (P.L.A.N., the Ten Skills of the Service Superhero) that translate brand intent into frontline behaviour. A method for handling difficult customer interactions without scripting employees into rigidity. A clear separation between service performance and customer service technology, with the human craft restored to the centre. A model for treating employee engagement as the precondition for service quality, not a parallel HR programme.

Why organisations work with Louis Gudema He has published an award-winning framework for the order in which B2B marketing should be built. The Bullseye Marketing model, set out in a 400-page second edition that won the 2023 Goody Business Book Award for Best Marketing/Branding Book, sequences fast-payback demand programs before brand investment rather than running them in parallel. He has run the playbook himself at scale. Gudema founded Magic Hour Communications, pivoted it from services into an early SaaS business with a Web CMS product, grew it into one of the top firms in its national market, and exited in 2009, so the operating advice is tested against a P&L he owned. He has worked across roughly 200 organisations from IBM down to early-stage MIT spin-outs, which means a CMO or founder gets advice calibrated to the actual stage of their business rather than a generic enterprise template. His MIT Venture Mentoring Service work, including ten consecutive years of the MIT marketing boot camp, gives him pattern recognition on what actually moves revenue for a young technology company versus what wastes founder time. He brings a behavioural-economics layer that most B2B marketers ignore. His brain-science talk applies seven named heuristics (anchoring, authority, availability, liking, loss aversion, reciprocity, scarcity) to live sales and marketing decisions. Biography highlights Author of Bullseye Marketing: How to Grow Your B2B Business Faster, second edition 2023. 2023 Goody Business Book Award winner for Best Marketing/Branding Book; finalist at the Book Excellence Awards; named to Book Authority’s Best Marketing Plan Books of All Time. Founder and former CEO of Magic Hour Communications, an early SaaS firm with the MagicWand Web CMS, sold in 2009. Founder of Revenue & Associates, LLC, a fractional CMO practice for B2B startups and growth-stage companies. Mentor with the MIT Venture Mentoring Service and leader of the annual MIT marketing boot camp, tenth edition in 2024. Contributor to Harvard Business Review, MarketingProfs, HubSpot, VentureBeat, Content Marketing Institute, Chiefmartec, and TechTarget. Biography Most B2B marketing budgets are spent in the wrong order. Brand campaigns get funded before the demand-generation programs that would have paid for them, and the pipeline arrives late. Bullseye Marketing, the book Louis Gudema published in its second edition in 2023, exists to fix that sequencing problem. The framework is built around three concentric rings. Start with the customers and prospects already in the system, where conversion is fastest. Move outward into demand capture and active-buyer programs, search, retargeting, and review sites. Then, with cash flow funding it, invest in the brand and awareness work that compounds over the years. The book won the 2023 Goody Business Book Award for Best Marketing/Branding Book and a Book Excellence Awards finalist nod, and was named one of the Best Marketing Plan Books of All Time by Book Authority. Gudema runs the playbook for a living. He founded Magic Hour Communications, pivoted it from a marketing-services agency into an early SaaS firm built around a Web CMS product, grew it into one of the top three or four firms in its market, and exited in 2009. He now operates revenue & associates as a fractional head of marketing, and has worked with roughly 200 organisations from IBM to early-stage MIT spin-outs. The MIT connection runs deep. Gudema mentors through the MIT Venture Mentoring Service and led the tenth annual MIT marketing boot camp in 2024. His writing in Harvard Business Review, MarketingProfs, HubSpot, and VentureBeat extends the same operating thesis: B2B growth comes from disciplined sequencing of programs with measurable ROI, not from creative reinvention. Key speaking topics B2B marketing strategy and demand generation Bullseye Marketing framework Startup and scale-up growth marketing Behavioural economics in B2B sales and marketing Fractional and interim marketing leadership Account-based marketing and pipeline acceleration Ideal for CEOs and founders of B2B technology and SaaS companies under $50m in revenue CMOs and heads of marketing at growth-stage businesses need to defend program spend to a CFO Investor-backed startup cohorts and accelerator programs looking for a sequenced go-to-market playbook Sales leaders responsible for the pipeline who want to align marketing programs to revenue-cycle reality Audience outcomes A defensible order in which to run B2B marketing programs, with the fastest-payback work first A working knowledge of the three-ring Bullseye Marketing Framework and how to apply it to an existing budget Specific demand-generation tactics, search, retargeting, ABM, customer expansion, that map to short payback windows A view of how seven behavioural heuristics change conversion in real B2B sales and marketing assets A shared vocabulary for marketing, sales, and finance to evaluate program ROI on the same terms

Why organisations work with Louise Laing She has run the operating model she now sells advice on. As CEO of Shrimps she grew revenue by 240% and brought the business into positive EBITDA within three years, with senior prior roles at Burberry and Reiss in sourcing, development and supply chain. PhygitalTwin and Phygen give her a working technical view of how AI compresses pattern engineering and digital-to-physical production, not a consultant’s overview of the field. She translates between creative directors, production heads and technology teams. Heritage fashion businesses lose months because those three functions speak different languages; she has worked inside all three. Recode the Curriculum, the foundation she leads, gives her a credible voice on closing the technology confidence gap among young women, which connects her commercial work to a wider workforce question senior buyers care about. Biography highlights Founder, PhygitalTwin (2022), an AI platform converting 3D designs into game-ready digital assets and production-ready physical files. Founder, Phygen, AI-native pattern engineering platform. Former CEO, Shrimps (London fashion brand). Drove 240% revenue growth and positive EBITDA within three years. Senior leadership roles previously held at Burberry and Reiss, in sourcing, product development and supply chain. Founder, Recode the Curriculum, a foundation supporting girls into technology and entrepreneurship. Speaker at the World Economic Forum, Davos (January 2024, Phygital Wednesday with CV Labs and Phygicode). Contributor to The Interline. Biography Pattern engineering is the part of the fashion supply chain almost no one outside the industry sees. It is also where six to eight weeks of every new garment is spent. Louise Laing has built her last decade of work around the question of what happens when that cycle collapses to hours. PhygitalTwin, the company she founded in 2022, is an AI SaaS platform that converts a single 3D design into two commercial outputs: a rigged, game-ready digital skin and a print-ready file for physical merchandise. Phygen, a parallel venture, automates the pattern, grading and tech-pack work that traditionally sits between designer and factory. Both are built on a thesis she has lived inside: fashion’s waste problem is structural, and the solution sits in the production model rather than the marketing one. Before founding either company, she ran a fashion business. As CEO of Shrimps she grew revenue by 240% and took the company into positive EBITDA within three years, while protecting the brand’s creative identity. Earlier senior roles at Burberry and Reiss gave her direct operational experience of sourcing, product development and supply chain at scale, which is the operating context most heritage brands now have to redesign. Her wider work includes Recode the Curriculum, a foundation introducing girls to technology as a creative and entrepreneurial pathway. She has spoken at the World Economic Forum in Davos and writes for The Interline on fashion, gaming and brand strategy in virtual environments. Key speaking topics AI in fashion design and product development 3D and on-demand production Phygital fashion and the digital-to-physical product chain Supply chain optimisation in heritage and emerging brands Sustainability through production model redesign Entrepreneurship and scaling a fashion business Women and girls in technology Ideal for Boards and executive teams in fashion, retail and consumer brands considering operational redesign around AI. Heads of product, sourcing and supply chain looking for a working view of digital-to-physical workflows. Innovation, transformation and digital leaders in adjacent industries (consumer goods, luxury, sportswear) studying fashion as a sector ahead on phygital. Programme leads building gender-balanced technology talent pipelines. Audience outcomes A clearer operating picture of where AI compresses real cost and time in product development. Specific examples of how 3D, on-demand and digital twin technology change unit economics in a brand business. A view of phygital fashion as a commercial category, with the brand and IP questions it raises. An entrepreneur’s perspective on running a creative business through an operational reinvention.

Why organisations work with Lucy Hitchcock She has done the thing she talks about. Partner in Wine went from a lockdown side project to stockists at Selfridges, Liberty London, Oliver Bonas and Urban Outfitters, with a TikTok video that drove a single-day sales lift of 1,700%. She runs the agency, Sassy Digital, that supports the playbook. Marketing teams get a practitioner view of Shopify, e-commerce design and short-form video, not a keynote abstraction of them. Her recognition is concrete and named: Telegraph and NatWest 100 Female Entrepreneurs to Watch, plus inclusion in TikTok’s Year on TikTok 2021 list. She is one of the few UK speakers who can explain how a viral moment converts into a buyer meeting at Selfridges, and what the operations behind that conversion actually look like. Biography highlights Founder of Sassy Digital, a Shopify and Squarespace digital marketing and e-commerce agency. Founder of Partner in Wine, stocked at Selfridges, Liberty London, Oliver Bonas and Urban Outfitters. Named to the Telegraph and NatWest 100 Female Entrepreneurs to Watch list. Featured in TikTok’s Year on TikTok 2021 following a viral product launch video. Host of The Winging It Podcast, a business and entrepreneurship show produced by Sassy Digital. Featured by BBC News, Business Insider, Mail Online and The Sun on her business growth story. Biography A warm glass of wine in a London park during lockdown is an unlikely starting point for a consumer brand that ends up on the shelves at Selfridges and Liberty London. Partner in Wine, the insulated wine bottle business Lucy Hitchcock launched in 2020, took that path inside eighteen months. A single TikTok video in March 2021 drove half a million views in twelve hours and a 1,700% spike in same-day sales. The reason this matters to a commercial audience is not the virality. It is the conversion. Most brands that go viral do not end up with a buyer meeting at a flagship retailer; Hitchcock did, and then repeated it with Oliver Bonas, Urban Outfitters and Liberty. The growth was bootstrapped, run from her parents’ house in the early months, and underwritten by the agency she had already built. That agency is Sassy Digital, which she founded at 23 to help small consumer businesses with branding, Shopify builds and e-commerce design. Working both sides of the table, founder and agency operator, gives her an unusual view of where short-form social actually breaks down for product brands and where the operations have to catch up. Recognition followed the work. Hitchcock was named to the Telegraph and NatWest 100 Female Entrepreneurs to Watch list, and Partner in Wine was featured in TikTok’s Year on TikTok 2021. She hosts The Winging It Podcast, where she interviews other founders on what they actually did, not what they wish they had. Key speaking topics Direct-to-consumer brand building Short-form social and TikTok for product growth Bootstrapped e-commerce scaling Retail distribution and buyer conversion Female founder journey Digital marketing for small business Ideal for Founders and CMOs of consumer and DTC brands Marketing leaders responsible for organic social and content Retail buyer and merchandising audiences exploring emerging brands Entrepreneurship programmes and female founder networks Audience outcomes A practitioner view of how a single piece of organic content converts into retail distribution. Specific operational lessons from scaling a bootstrapped consumer brand from kitchen-table launch to Selfridges shelf. A clearer read on what actually drives short-form social performance for product, versus what looks good on a deck. A founder’s account of the unglamorous mechanics behind a viral moment: stock, fulfilment, cash, buyer outreach.

Why organisations work with Luis Maria Huete He brings a named, structured methodology, Clienting, that gives a management team a shared language for customer segmentation, business model alignment, and service mix economics. It is the rare customer-strategy framework with both an academic anchor and four decades of board-room application. He has facilitated senior offsites in more than 800 companies across 70 countries, including Banco Santander, BBVA, Telefonica, Coca-Cola, Repsol, and ISS. The work is execution-focused: redesigning structure, coordination mechanisms, and the operating model behind a strategy. His doctoral work on commercial banking service strategy was named best dissertation of 1988 by the Decision Sciences Institute. The same analytical discipline shows up in the way he treats customer profitability as an operating problem, not a marketing one. He has taught inside Harvard Business School’s Achieving Breakthrough Service and Advanced Management programmes, alongside his chair at IESE. The combined platform gives senior audiences confidence that the frameworks have been pressure-tested in serious academic and corporate settings. He works fluently in English and Spanish, with board-level experience across Europe, Latin America, and Asia. For multinational teams that need a single voice on customer strategy across regions, that range is genuinely scarce. Biography highlights Professor of Operations, Information and Technology at IESE Business School, on faculty since 1982. DBA, Boston University. Fulbright Scholar. Doctoral thesis on commercial banking service strategy awarded best dissertation of 1988 by the Decision Sciences Institute. Author of thirteen management books, including Clienting, Service Management, Leading for the Common Good (2015), 50 Leaders Who Made History (2017), and Leadership and Governance (2025). Faculty contributor to Harvard Business School’s Achieving Breakthrough Service and Advanced Management executive programmes. Regular contributor to Harvard Deusto Business Review and Expansion. Chairs the Advisory Board of Makro and the Instituto de Capital Humano. Board member of Altia, the Instituto Gobernanza y Sociedad, and the International Academy of Management. Biography Customer profitability is an operating problem before it is a marketing one. Most companies cannot say, with any precision, which of their customers earn the margin that funds the rest of the business, or how the service model would need to change if they could. That is the question Huete has spent four decades putting in front of senior teams. His framework, Clienting, gives a management committee a structured way to work that question. It moves through segmentation, business model alignment, service mix, implementation, and performance measurement, treating customer strategy as a coordinated set of operating decisions rather than a brand exercise. The methodology is documented across thirteen books and tested inside the executive programmes of IESE Business School and Harvard Business School, where Huete has taught Achieving Breakthrough Service and Advanced Management. The academic anchor is serious. His doctoral thesis on commercial banking service strategy was named best dissertation of 1988 by the Decision Sciences Institute, and he holds a chair at IESE he has occupied since 1982. Alongside that, he has facilitated senior offsites in more than 800 companies across 70 countries, including Banco Santander, BBVA, Telefonica, Coca-Cola, Repsol, and ISS. He chairs the Advisory Board of Makro and the Instituto de Capital Humano, and writes regularly for Harvard Deusto Business Review and Expansion. What a senior team gets is a working vocabulary for customer strategy and a facilitator who has watched several hundred management committees try to install it. The conversation he runs is rarely about ideas. It is about what to stop doing, which customers to organise around, and how to align the operating model to the answer. Key speaking topics Clienting and customer strategy Service management and service economics Strategy execution and operating model design Corporate culture and senior-team alignment Leadership and governance Family business transitions Customer loyalty and profitability Ideal for CEOs, CCOs and CMOs reviewing customer segmentation and the underlying service economics. Boards and ExCos running a strategy refresh or post-merger operating model redesign. Senior leadership offsites that need a structured outside facilitator on customer strategy and execution. Family business owners and boards navigating governance and succession alongside commercial repositioning. Audience outcomes A working vocabulary for Clienting, segmentation, service mix, and the link from customer loyalty to operating margin. A sharper read on which customer segments the organisation is actually built to serve profitably, and which it is not. A structured view of the gap between stated strategy and operating execution, and where coordination mechanisms break down. Specific examples drawn from senior offsites with European and Latin American multinationals on how the management committee owns customer strategy. A reference set of books and frameworks the team can use after the session to continue the work internally.

Why organisations work with Luke Johnson He has built, bought and sold more well-known British consumer brands than almost any other operator of his generation, including PizzaExpress, Strada, The Ivy, Giraffe, Patisserie Valerie and Gail’s, which gives any commercial audience an unusually direct reference point. He runs his own private equity firm, Risk Capital Partners, and continues to chair operating businesses, so the perspective is current investor and chairman, not retired founder. He has written a weekly national-press column on entrepreneurship for more than twenty years across the Financial Times, The Sunday Times and the Sunday Telegraph, which means audiences get arguments that have been tested in print, not improvised on stage. He is willing to talk publicly about the collapse of Patisserie Valerie, the fraud that triggered it, and what a chairman missed, which is rare candour from a figure still active in private equity. His chairmanship of Channel 4, the Royal Society of Arts and the Institute of Cancer Research gives him a board-level vocabulary that translates well for non-executives, charity trustees and public sector audiences. Biography highlights Chairman of PizzaExpress from 1993 to 1999, growing the chain from 12 to over 150 restaurants and the share price from 40p to over 900p. Founder and chairman of Risk Capital Partners, a London private equity firm operating since 2001. Chairman of Channel 4 Television Corporation, 2004 to 2010. Founder of Signature Restaurants (The Ivy, Le Caprice, J. Sheekey, Belgo) and the Strada chain; investor in Giraffe, Gail’s, Brighton Pier Group and Patisserie Holdings. Author of “Start It Up: Why Running Your Own Business Is Easier Than You Think” (Penguin, 2011) and weekly columnist for the Financial Times (2007 to 2015) and The Sunday Times (2015 to 2021). Co-founder and chairman of the Centre for Entrepreneurs; former chairman of the Royal Society of Arts, StartUp Britain and the Institute of Cancer Research; honorary degrees from Heriot-Watt, Bath, UWE and the University of West London. Biography PizzaExpress had twelve restaurants and a 40p share price when Luke Johnson and Hugh Osmond took control in 1993. By the time Johnson left as chairman in 1999, the chain had passed 150 sites and the share price had cleared 900p. That single deal still anchors his commercial reputation, but it sits inside a longer pattern. He founded Signature Restaurants, which owned The Ivy, J. Sheekey, Le Caprice and Belgo. He built Strada from scratch to thirty sites. Risk Capital Partners, the private equity firm he has run since 2001, has backed Giraffe, Gail’s, Brighton Pier Group, Patisserie Holdings and a long list of mid-market operators. The picture is not uniformly positive, and that is part of why senior audiences listen. Patisserie Holdings, where he was chairman and largest shareholder, collapsed in October 2018 after the discovery of significant accounting fraud. He has written and spoken about the experience in detail, including what a non-executive chair can and cannot see from the board. Alongside the deals, Johnson has built an unusually durable second career as a writer. He wrote weekly for the Sunday Telegraph from 1998, for the Financial Times from 2007, and for The Sunday Times until 2021. The work covers founders, capital, markets, management and failure, and it is consistently specific. His 2011 book “Start It Up”, published by Penguin, sets out the operator’s view of starting and running a small business without the usual founder mythology. Public roles round out the picture. He chaired Channel 4 Television for six years, the Royal Society of Arts for three, the Institute of Cancer Research for eight, and co-founded the Centre for Entrepreneurs to make the case for British founders in public policy. Four British universities, Heriot-Watt, Bath, the University of the West of England and the University of West London, have awarded him honorary degrees on the strength of that combined record. Key speaking topics Entrepreneurship and the realities of starting a business Private equity and growth-stage investment Consumer, hospitality and retail strategy Scale-up leadership and board governance Lessons from corporate failure and fraud The economics of small and medium-sized business Chairmanship of listed and charitable organisations Ideal for Founders, CEOs and senior teams in consumer, hospitality, retail and service businesses Private equity, venture and growth-stage investor audiences Boards and non-executive directors of listed and private companies Industry conferences and member organisations focused on entrepreneurship and SME growth Audience outcomes A franker view of why scale-ups stall than most growth literature offers, drawn from named deals on both sides of the outcome. A working understanding of how private equity actually evaluates and backs consumer businesses, from a practitioner who still writes the cheques. A clearer sense of what a board chair owes a company under stress, informed by the Patisserie Valerie collapse and other live cases. Concrete prompts for founders on capital, hiring, controls and exit, anchored in three decades of operator experience.

Why organisations work with Lydia Rodford She holds a live room the way a national radio host holds an audience of millions: keeping pace, energy and timing under control when the running order slips. She brings a Capital FM broadcast voice to corporate and brand stages, giving an event the production polish of national radio rather than the feel of an internal meeting. She works comfortably across formats, fronting awards ceremonies, moderating panels, and recording voiceover for the same campaign, so one talent covers on-stage, on-camera and on-air needs. She has fronted brand activations for Chelsea FC, Amazon and Wild, translating corporate messages into content the public actually engages with. Biography highlights Full-time Capital FM presenter, currently hosting the national weekend early-breakfast show on Saturdays and Sundays. Began her broadcast career at BBC Local Radio, presenting music and talk programming across multiple stations alongside TV trails. Voiceover artist for commercials, digital content and broadcast projects. Live event and awards host, emcee and panel moderator for corporate and brand audiences. Brand-campaign presenter for Chelsea FC, Amazon and Wild across digital launches. Hosted the M+C Saatchi Talent Speaker Showcase in London. Biography Most corporate events live or die on pacing. The agenda can be strong, the speakers credible, and the room still goes flat if no one keeps the energy moving between moments. That is the gap Lydia Rodford fills. She is a full-time Capital FM presenter, currently hosting the national weekend early-breakfast show, after starting her career at BBC Local Radio across music programmes, talk segments and TV trails. National radio is unforgiving on timing and tone, and that discipline is what she brings into a live room. Her work reaches beyond the studio. As a voiceover artist she records for commercials and broadcast projects, and as a host she has fronted brand campaigns for Chelsea FC, Amazon and Wild, turning corporate messaging into content the public responds to. When M+C Saatchi Talent ran its London Speaker Showcase, she guided the morning from the front. That range is the point. An organisation booking Lydia gets a broadcast-grade voice for the stage, the panel and the campaign, with the on-air polish that makes an event feel produced rather than improvised. Key speaking topics Live event hosting and emcee Awards ceremony hosting Panel moderation Broadcast and radio presenting Voiceover and brand campaign presenting Audience engagement and energy On-stage and on-camera communication Ideal for Corporate event and conference organisers needing a confident host to anchor the agenda. Brand and marketing teams running product launches, activations or campaign content. Awards ceremony and gala organisers wanting broadcast-grade presenting. Event producers needing a moderator who can keep panels paced and engaging. Audience outcomes A live event that runs at pace, with energy sustained across transitions and sessions. Panels and Q&A that stay sharp and on time rather than drifting. Brand messages delivered in a voice audiences actually engage with. A produced, broadcast feel that lifts the room above a standard internal event.

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