Sarah Metcalfe

Happy Coffee Consulting

CHO

Sarah Metcalfe is the CHO of Happy Coffee Consulting. She founded Happy Coffee Consulting after 9 years building award winning customer service and  customer experience. Sarah has spent the last 10 years researching and training in Happiness at Work and recently became a Certified Chief Happiness Officer providing Happiness at Work consulting after training in Denmark with Alex Kjerulf and Woohoo Inc.

In 2019 Sarah co-founded the first Global Summit for Happiness at Work. In the two years it has been running we have had over 2000  participants from 62 countries and more than 60 leading expert speakers from around the world. 

In July 2020 she became co-leader of Woohoo Unlimited, a group of over 100 happiness at work experts, from thirty one countries. Our partnership has helped to train over 100,000 people worldwide on being happier at work and provided training and keynotes to companies like Accenture, KPMG, LEGO, Shell, Microsoft, Nespresso and many others.

Happy Coffee worked with companies like WDHB, L’Oreal, FUTR, Abcam Life Sciences, Teleperformance, Sabio, DoctoLib and Woohoo Inc. and provided international keynotes and workshops in Canada, U.K., Denmark, France, Ireland, Spain, Belgium, Poland and NL.
 

Katrina Schiedemeyer

Danone

Sr. Customer Experience Center of Excellence

Katrina Schiedemeyer is an innovative leader in designing and executing strategic initiatives in numerous disciplines.  Her expertise includes Customer Experience Design, Supplier Experience, Ethnographic Research, Six Sigma Data Analytics, Lean, and Employee Engagement. Katrina is an engaging and energetic speaker who thrives on transforming complex processes into digestible knowledge. 

Katrina’s professional career includes leading the Customer Experience & Voice of Customer strategic initiatives at a Fortune 500 company and providing consultant guidance to inspire innovation across numerous organizations. In addition to her professional career, Katrina serves as a Board of Director member for numerous international organizations where she utilizes her deep business knowledge to find innovative problem-solving solutions. 

Katrina is a prominent public speaker and published researcher certified in project management (PMI), quality engineering (ASQ), predictive and descriptive analytics (Wharton), and continuous improvement (LLC). 

Katrina is a proud alumna from Louisiana State University (LSUS) where she obtained her MBA in International Business and from the University of Wisconsin, Oshkosh where she obtained a bachelor’s a degree in Supply Chain Management. 
 

Alex Genov

ZAPPOS. COM

Head of Customer Research

Alex is an experienced customer research professional who applies his Experimental Social Psychology background and his passion for research, design, and innovation to solving important customer and business problems. His professional goal is to help teams create remarkable products and services which make people's lives easier and more enjoyable.

Currently Alex is leading Customer Research for the Zappos Family of Companies.  In previous positions, he was responsible for research and usability of the products and services for companies like TurboTax (Intuit), State Farm Insurance, and the Active Network.   He has over 20 years of relevant experience – 5 years of academic research and over 15 years of customer research in the software industry.  Alex received his PhD in Experimental Social Psychology from Clark University.   His areas of research include: defining and measuring emotions, individual differences, usability, and consumer segmentation.
 

Madeleine Linden

VIRGIN MONEY UK PLC

Senior Manager, CX Insight

Madeleine Linden is the Senior Manager, CX Insight at Virgin Money UK plc, a full-service commercial bank with 6 million customers in the UK.  Her role spans all aspects of CX Insight from ensuring the organisation listens to, understands and acts to improve the customers experience. In recent years, Virgin Money have gained growing recognition from both the UK Customer Experience Awards and Institute of Customer Satisfaction for their customer focus.  
Over the past 20 years, Madeleine has gained extensive experience  as a customer-centric professional with a passion for leading and motivating diverse teams to deliver results that improve customer retention, advocacy and reduce complaints across a variety of sectors.
 

Richard Murray

CAMBRIDGE UNIVERSITY PRESS

Global Customer Service Director

Richard Murray is the Global Customer Service Director at Cambridge University Press, the oldest publishing organisation in the world. His teams serve customers in every corner of the globe. Within the context of massive disruption in the education sector Richard will discuss the journey of taking the service division from cost centre to an asset that drives competitive advantage and is truly valued by the business and its customers.

Marketa Gibson

McCain Foods

Vice President Global Supply Chain

I am a Supply Chain executive with over 20 years of international experience. As Vice President of Global Supply Chain for McCain Foods I am responsible to shape the overall Supply Chain vision and direction, enabling highly efficient and effective supply chain teams in delivering industry leading cost, growth, and service performance. Through development and mentoring of leadership and talent, and by leveraging advanced analytics and digital solutions, I strive to ensure executional excellence and best-in-class supply chain cost efficiency, network planning, Regional and Global Integrated Business Planning, as well as coordination of McCain’s Global supply network, in order to deliver superior Customer experience and growth.
Over the past 20 years, I have acquired expertise in Supply Chain Management, Lean Thinking & Value Creation, Business Process Improvement, Digital transformation, Cross Functional Project Management, Leadership Development, and SAP & Technology implementation.