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Join us for an afternoon packed full of insight and innovation and discover how you can get closer to your customers by bringing all your communication channels inside Salesforce.

Our line-up of visionary thought leaders and successful customers, with great opportunities to network, will leave you with real-life examples and hints and tips for how you can improve efficiency, reduce churn and create greater customer advocacy through the combined use of Salesforce and NewVoiceMedia.

Service Theatre           Sales Theatre


Hear keynote sessions from accomplished executive Chris Ciauri, EVP, EMEA CBU, Salesforce and industry expert Martin Hill-Wilson on how to improve what you are doing today and help you plan for tomorrow.

  • 12:30pm to 1:30pm – Registration


  • 1:30pm to 1:45pm – Welcome

    Jonathan Gale, CEO, NewVoiceMedia

  • 1:45pm to 2:15pm – Keynote: The customer experience: putting the customer at the centre of your business

    Chris Ciauri, Executive Vice President, EMEA Commercial Business Unit, Salesforce 

    We are at the beginning of the Fourth Industrial Revolution, a time in which technology will change every aspect of our lives. Smartphones, wearables, subscription-based entertainment, and an endless selection of apps have changed how we work, play and stay in touch. All underpinned by the cloud, this hyper-connected era is creating growth and innovation for the nation, and helping the UK thrive on the global stage.  For UK companies who’ve embraced the cloud, it’s supporting an unprecedented new level of personalised, 1-to-1 customer engagement. Cloud also means the end to information silos – because all the data is accessible, organisations can now better share information and collaborate across departments. Cloud and mobile technology are fuelling a wave of disruptors that are shaking up entire sectors by offering value and services aligned to today’s connected customers. And as customers’ expectations evolve from simply expecting companies to seamlessly respond to their needs, to actually anticipating their needs, the use of artificial intelligence is helping UK businesses, large and small, stay a step ahead.

  • 2:15pm to 2:45pm - Keynote: The dawn of AI driven customer engagement

    Martin Hill-Wilson, Customer Service, CX & Beyond Silos Strategist, Brainfood Consulting

    The whole marketing, sales and service cycle will experience the benefits of this latest era in AI. Both customer and organisation will feel supported in terms making everyday jobs easier and faster to complete. Find out how intelligent assistance, pipeline management and personalised content are rapidly transforming in this new era.

Sales Theatre

Join the Sales theatre to discover how to sell more from sessions by practised and successful Sales Leaders and influential thought leaders.

  • 3:00pm to 3:30pm – Building, Scaling, and Growing with Inside Sales

    Laurie Page, Inside Sales Guru & Managing Partner, The Bridge Group, Inc

    Highlighting key headwinds facing sales leaders, this session will share actionable advice on how your company can build repeatable pipeline and accelerate growth with inside sales.

  • 3:30pm to 4:00pm – Global Growth Through a Connected World

    Carlos Ramos, Head of Service, Epos Now

    Charlie Wright, Salesforce CRM Manager, Epos Now

    More information coming soon

  • 4:00pm to 4:30pm - Creating Opportunity: How to Build a Winning Sales Strategy in Brexit Britain

    Kevin Kelly, Inside Sales Director & UK Chapter President, AA-ISP

    Britain is on the cusp of change. Kevin will look at how to build a sales strategy that will give you the best chance to flourish.  This includes look at identifying your key opportunities and challenges, recognising clients buying behaviour and thinking differently. Create a winning strategy to reshape, refocus and secure key deliverables.

  • 4:30pm to 5:00pm – Sales Panel Discussion

    Our Sales track speakers, joined by Jeremy Straker, VP Sales UK/I, NewVoiceMedia discussed:

    The role of voice in the modern inside sales team

    Is the 57% through buying process a myth?

    Developing a high performance culture in inside sales

Service Theatre

Join the Service theatre to hear from experienced Customer Service Leaders and knowledgeable thought leaders who will be offering their advice on how you can serve your customers better.

  • 3:00pm to 3:30pm – How to create great CX

    DPD is the UK’s fastest-growing delivery company, whose customers include leading online retailers such as ASOS, John Lewis, Marks & Spencer and New Look. A combination of innovation and a solid Customer Experience strategy has resulted in double digit growth for the last five years, whilst the company has leapfrogged the competition from number 4 to number 1 in the market place.  

    DPD is obsessed with creating a great Customer Experience, and making it easy and enjoyable for customers to receive their online shopping. Yes enjoyable because by putting the customer in control of their deliveries they will never have to wait in or miss a parcel delivery again.  The company’s innovative use of technology provides customers with a unique one-hour delivery window, inflight options if you're not going to be home and the DPD app launched earlier this year gives online shoppers complete control over how and when they receive their parcels. 

    DPD has an entire workforce of 11,000 people, all focussed on creating a great CX and with their unique DNA it's easy to understand why they've been voted the Nation's favourite parcel company three years in a row. 

  • 3:30pm to 4:00pm – Salesforce for Service: Building a Service Organization Fit for 2020

    Dave Thomson, Principal Solutions Engineer, Salesforce

    In this presentation, Dave will use his 25 years of experience with service organizations, to examine a broad range of issues from the great paradox of customer experience, disruption of AI, decline of customer satisfaction, the new role of the agent and more. He will also guide you on where to start the journey to 2020 and talk about companies getting it right.

  • 4:00pm to 4:30pm – Customer experience: be great at the basics NOW and develop for the future

    Graham Hoskins, Customer Experience Expert, Motivational Speaker & TV Presenter

    Understanding future possibilities and setting a grand vision for customer experience are hugely important and should always be in an organisation's thoughts. However, the practical reality for many, many organisations is that they still have a long way to go in terms of becoming great at what they currently do, never mind what they could be doing. Graham will talk about developing customer journey insight and applying it to improve customer experiences - whether that be through changing people, technology or processes, brought alive with a variety of best practices and customer case studies.

  • 4:30pm to 5:00pm – Service Panel Discussion

    Our Service track speakers, joined by Martin Hill-Wilson and Chris Haggis, VP Customer Success, NewVoiceMedia discussed:

    Is AI a must have or nice to have?
    How and when to prioritise AI in the service strategy?
    Should your customer service staff be worried about their jobs?

Live NewVoiceMedia Contact Centre

Meet NewVoiceMedia’s very own Sales Development team who are responsible for finding leads, qualifying opportunities and generating pipeline. See first-hand how we have used our technology and benefited: 

  • 50% increase in call-conversation ratio
  • 25% increase in activity levels
  • Improvement of MQL-meeting ratio from approx. 15% to 21%
  • SQL-opportunity ratio improvement from 35% in February 2015 to 50% in February 2016 to 60% in July 2016

Charity Raffle

NewVoiceMedia are proud to announce that CloudFest London is supporting Centrepoint - the UK’s leading charity for homeless young people. Every attendee will receive a free raffle ticket, with NewVoiceMedia donating the fee. There will be the option of purchasing more raffle tickets for £2 each on the day.

  • Theatre tickets (Stomp, Woman in Black, Kinky Boots or Wicked) plus one night’s stay in The Mayfair Hotel, London and dinner for 2 people
  • Playstation VR
  • GoPro HERO5

Plus more than 20 other exciting prizes to win!

Be dazzled by a digital magician during the Networking Reception.


Chris Ciauri

Executive Vice President, EMEA Commercial Business Unit, Salesforce

As Executive Vice President of  the EMEA Commercial Business Unit at Salesforce, Chris is responsible for all Commercial and SMB revenue for EMEA - leading sales management, sales, pre-sales and business development teams across the region. Based in Salesforce’s London office, he travels widely across EMEA overseeing the expansion of this high-growth region and working with Salesforce customers to help them transform the way they market, sell and service to dramatically improve top line growth and deepen customer relationships.  Chris joined Salesforce in 2009 from Hydropoint where he helped grow revenue over 100% annually and established the company as a leader in green technology while serving as Senior VP of Sales.

Chris brings over 20 years of sales leadership and general management experience to his role at Salesforce. Previously, he served in a variety of senior management roles with Peoplesoft, Epiphany and Adobe in the United States, Asia Pacific and Latin American markets.  Chris holds an MBA from the Thunderbird School of Global Management and a Bachelor of Science in Finance from California State Polytechnic University at Pomona.     

Chris Ciauri

Martin Hill Wilson

Customer Service, CX & Beyond Silos Strategist, Brainfood Consulting

Brainfood was formed in 2008 by Martin Hill-Wilson, an independent consultant with a long-standing track record in customer engagement strategy and implementation. Martin was involved in the very first wave of contact centre implementation during the 1980’s with the Merchants Group, one of the first BPOs. He ended up as CEO.

He is a well known international keynote speaker and chair for contact centre and customer engagement conferences. He is also a global authority on social customer service and co-author of ‘Delivering Effective Social Customer Service’.

As the name Brainfood suggests, Martin enjoys stimulating people to see their worlds anew, then help them develop a better mousetrap. Over a career that has included CEO, trainer, consultant, strategist and facilitator, Martin has maintained his interest in the customer agenda.

Martin Hill Wilson

Laurie Page

Inside Sales Guru & Managing Partner, The Bridge Group, Inc

Laurie is never shy to point out tactics masquerading as strategy. Her straight-forward approach and laser focus make her the go-to resource for both her clients and colleagues.

An expert at developing strategic initiatives and tactical implementation plans, Laurie ensures the delivery of high quality, results-driven solutions to each of The Bridge Group’s clients. As Managing Partner, she leverages her colleagues’ experience in sales process methodology, measurement and metric development, project management, and recruiting to build high performing teams for clients.

A trusted advisor, coach, and mentor, Laurie uses her two decades of strategic sales management experience to build the capacity of The Bridge Group and each of its inside sales consultants. Those same skills are used to help her B2B technology clients build, expand, and optimize their inside sales teams.

Today, Laurie works with clients to conduct sales assessments, improve the effectiveness of sales teams, and assist sales managers in developing the skills required to manage and coach their teams.

Laurie Page

Kevin Kelly

Inside Sales Director & UK Chapter President, AA-ISP

An Inside Sales Advocate / Innovator based in the UK. Specialising in building and developing high performing inside sales groups that support effective “Go to Market” strategies.

An experienced sales director with over 25 years of selling and managing teams in field and inside sales.   Driven a performance culture of success with the development of a clear identity, strong employee engagement and execution of operating plans.

Understanding the importance of streamlining business operations to support a drive for results in the most cost effective way. Strong operational expertise with a relentless focus on building a “Best in Class” mentality and capability through People, Process and Technology. 

Kevin Kelly

Dave Thomson

Principal Solutions Engineer, Salesforce

A man is walking past a building site and he sees three people breaking rocks. He asks the first what they are doing. “Breaking rocks” comes the reply. He asks the second what they are doing. “Earning a living” comes the reply. Then he asks the third what they are doing. “Building a cathedral” comes the reply. I love working for organizations that inspire the third answer.

Dave has worked for technology companies for the last 30 years – predominantly in the customer service space – and he has spoken at over 300 events and visited over 500 contact centres in Europe, America, Africa and Asia.

Dave spent 10 years at Aspect, where he was involved with industry pioneers such as First Direct, Direct Line Insurance, British Airways and QVC. This was followed by 7 years at Cisco, where he worked on the full Unified Communications and Collaboration portfolio, but specialized on multi-channel contact centres, knowledge management, web self-service, video-communications, home-working and accessibility. 

Since joining Salesforce.com in January 2012, Dave has been helping companies build service solutions that meet the needs of digital customers – who are increasingly multi-channel, multi-device, social and mobile. Dave’s most recent speaking engagement was speaking on “The Future of Customer Service” at the Turkey Call Centre Expo in Istanbul in October. He has also led service design workshops recently in Scotland, Ukraine, South Africa, Swaziland and Zambia.

Dave Thomson

Graham Hoskins

Customer Experience Expert, Motivational Speaker & TV Presenter

Graham has over twenty six years’ experience in the customer management and consultancy industries having worked in operations and then in consultancy for The L&R Group, BT Consulting, Aura Consulting and now Kinetic.  He has established two successful businesses and is a specialist in customer experience development, senior level programme management, business transformation, CRM activities and contact centre performance improvement.

In his spare time, Graham is involved in the world of adventure travel and has taken this into the world of media production.  He has recently written, directed, produced and fronted three adventure based TV series and has published his first book. He is also a professional motivational speaker.

Graham Hoskins

Sinead Croke

Director of Customer Experience, DPD UK

Sinead is responsible for all aspects of Customer Experience at the UK’s fastest-growing parcels carrier, DPD, whose customers include leading online retailers such as ASOS, M&S, John Lewis and New Look. Her role includes designing an easy and enjoyable customer experience for shippers and shoppers alike. She also leads three customer service sites where 500 people handle five million calls and emails per year.

Before joining DPD in January 2013, Sinead enjoyed a ten-year career at Microsoft and five years as a self-employed customer experience consultant.

In the last four years, DPD has leapfrogged the competition from number 4 to number 1 in the market, driven by its dominance of the home delivery market. 

The company’s innovative use of technology provides customers with a unique one-hour delivery window, and its latest app gives online shoppers complete control over how and when they receive their parcels.  In 2015, DPD’s success was recognised with a prestigious Queens Award for Enterprise (Innovation category) and it consistently tops independent polls, such as Which? and Money Saving Expert as the UK’s favourite delivery company.

DPD employs 11,000 people and operates more than 7,000 vehicles from over 60 locations nationwide.

Sinead Croke

Carlos Ramos

Head of Service, Epos Now

Before returning to the UK in 2013 Carlos spent a number of years in Madrid working  in business critical L&D and Executive Coaching roles with market leaders such as Randstad, Ingenico Group and John Deere helping to drive their premier level service, increase revenue, profitability, productivity and employee engagement.

Carlos also worked on public sector projects of a similar nature within the Spanish Government's treasury department. On returning to the UK Carlos spent time with Lotus Cars setting up the groups largest ever apprenticeship scheme as well as the groups largest ever accredited management development programme (MDP).

Carlos has had numerous achievements since joining Epos Now in March 2016, amongst them presenting to a panel of judges with the COO and winning the CXUK 2016 award for Experience, Design and Innovation and company record growth from the Service department, increasing the departments record months revenue generation by 30% within 8 months.

Carlos Ramos

Charlie Wright

CRM Manager / Salesforce Development Manager, Epos Now

Charlie is responsible for all aspects of Epos Now's Salesforce instance. He manages a dedicated Salesforce development team and they are responsible for Epos Now's hugely customised and flexible Salesforce instance which has allowed them to scale with ease. 

Charlie's role requires business analysis, data analysis and project management skills in order to meet the ever growing demands of his customers base, Epos Now. 

In addition to overseeing the use of Salesforce, Charlie is responsible for managing the wider partnerships of Salesforce at Epos Now including NewVoiceMedia, Hoopla Gamification and more recently Cloudsocius. 

18 months on after graduating from the University of East Anglia in Physical Education, Charlie has found his niche, the power of technology has allowed him to change career path and develop a career in technology.

Charlie Wright

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