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Liz Pinfold Reed

CX Strategist, Good CX

Liz Pinfold Reed is a CX Strategist and founder of Good CX, helping brands turn deep consumer insights into human-centred service strategies. With global experience at BBDO, Proximity, and Havas, she’s delivered pioneering CX programs for brands like Dove and Visa. At the summit, In addition to Chairing Day One - Liz will lead a roundtable exploring how emotionally intelligent leadership and employee experience directly shape customer outcomes in today’s AI-enabled environment.

Day 1

8:50

Chairperson’s Opening Address 

Day 2

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Roundtable B: Employee Experience = Customer Experience: Exploring how the internal experience of your people shapes every customer outcome—and what leadership needs to do about it.

  • Creating emotionally intelligent leadership to remove fear from decision-making and unlock truly human-centred service

  • In an AI-enabled world, how do we preserve connection, empower contact centre teams, and equip leaders for what’s next? 

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