John Sanei is ranked as the World’s Top 5 Futurist. He is an international keynote speaker on A.I and the creator of the Adaptable Intelligence^TM Framework. With 11 books to his name, 6 of them bestsellers, John helps Fortune 100 companies, governments, and royal families around the world rethink the future and successfully navigate the ongoing, rapidly changing landscape.

John Sanei’s session is called “AI Frontiers: Optimising Decision-Making for Leaders for the Future.”

In our keynote’s words – this is what you can expect: “This talk focuses on two very clear things: How are you elevating and evolving the way you make decisions about the future? You see the brain that we have currently is making decisions based on efficiency/ profitability – not expansion, experimentation and brand-new frontiers. And in order for us to do that, I would encourage you to consider the advice of Einstein who said: ‘You cannot solve a problem from the same level of awareness that created it.’  This means the question we have to ask ourselves as leaders is not ‘do I have to increase my intelligence?’ The answer is instead – that we need to increase and evolve our awareness. During my session I will unpack decision making when it comes to AI and strategy and also the human evolution that’s required to start to look at the world in brand new ways.”

Anthony Cass is Director of Sales Contact Centres at BT. He has extensive experience – including over 15 years at executive level – in the Telecommunications industry with BT Group and formerly Virgin Media O2 – leading operations in Sales, Retentions, Care & Complaints. He has current and extensive experience in the Sourcing, Strategy & Governance of in-house & outsource operations, including offshore contact centres, operational & commercial management of multi-million pound contracts. A natural leader, Anthony is an innovative, driven and strategically focused Operations Director, and is well versed in AI tooling including GenAI at scale.

Tim Bell is the Transformation & Insights Manager at Novuna, where he has spearheaded their ambitious and highly successful CX initiatives for five years. Passionate about delivering superior experiences and optimising customer engagement, Tim is also a keen advocate for leveraging AI and cutting-edge technology to drive faster, stronger, measurable business results. He will be sharing Novuna’s journey to turbocharged analyst capabilities and transformed CX with Verint solutions, including Verint Genie Bot.

Novuna Consumer Finance is a leading financial services company – and a leading light of modern customer experience. Leveraging a modern, connected platform from Verint, including AI-powered Genie Bot, Novuna have unlocked unprecedented potential in terms of analyst capacity, which in turn has enabled insights that have driven significant revenue growth.

Adam Goulding is Product Manager for Customer Contact at Domestic & General, and a passionate CX leader. Driven, strategic, and highly experienced, his 20+ year career in Operations has seen him hold numerous roles spanning the contact centre, process engineering, and, most recently, product management. He is passionate about building tech solutions to elevate the customer experience, and thrives at the forefront of innovation when it comes to optimisation, efficiency, and driving business growth. In his current role, Adam champions agile working, flexibility, and the power of AI to enhance CX, as evidenced by the impressive results he’s achieved with Verint.

Domestic & General is a leading insurer that protects and repairs a wide range of appliances, and takes enormous pride in its customer service. This commitment is evidenced by its results: 25% of UK homes have D&G protection; it has 6.8m subscription customers and completes 2.7m repairs each year.

Steve Bell is Vice President of Solutions Consulting EMEA for Verint. Steve has responsibility for Verint’s Solutions Consulting Team, promoting their Customer Engagement solutions across the EMEA region. This group advises customers how the broad portfolio of Verint solutions can help their organisations enhance customer loyalty, increase revenue, mitigate risk, and manage operational costs. Steve has 30+ years of experience within the Contact Centre and Customer Engagement industry. He joined Verint over 20 years ago, and prior to that held Solutions Management roles with a number of Contact Centre solutions providers.

Heather has extensive experience in product development, consultancy and thought leadership with a customer engagement and CX focus. She has held key strategic rolls within the KM and AI industry for the last 25 years.

At Verint she leads cross-departmental teams to delivery exceptional results to customers and partners, with a passion for driving customer and employee engagement through KM automation and innovation. She uses her expertise to communicate to our customers how to practically engage with knowledge-driven AI technologies for better business outcomes.

I am an AI & Innovation leader specialising in fraud, compliance, and risk solutions. My focus is on bridging technology and strategy and at Verint I direct product innovation in fraud detection, safeguarding against sophisticated social engineering threats in contact centres. This environment sits at the intersection of cyber risk and human vulnerability, acting not only as a target but also as an amplifier of downstream exploitation. My role is to balance customer service, minimise human error, and strengthen defences — managing a layered and interconnected risk landscape. Before entering the private sector where I founded a fraud detection start-up based on behavioural risk analytics prior to Verint, I spent 15 years as a Detective in specialist crime with the Metropolitan Police in London.

Huw leads the WFM Solutions Consulting team across EMEA region who are responsible for product awareness, partner sales and pre-sales enablement and translating customer requirements into solutions. Huw has over 25 years of experience in product management and consulting on WFM solutions globally from a Silicon Valley start-up to Verint’s current market leading position. His role involves working with customers on their strategies, how these evolve with a hybrid workforce and focus on employee engagement.

Tony manages a team of Solutions Consultants across the region who are responsible for translating customer requirements into viable, actionable and successful solutions. Tony has over twenty five years of experience in the design of software applications, focussing mainly in the contact centre area and has been with Verint for 20 years. Prior to joining Verint, Tony was with Avaya (AT&T, Lucent) for ten years, specialising in application consulting and solution design.

Keith Barrow has been working in the Customer Experience space for over 20 years and currently leads the Interaction analytics solutions team for Verint EMEA. Keith has witnessed the incredible evolution of Voice of the Customer solutions that provide meaningful insights, bringing together customer feedback across channels and helping organisations measure and improve experiences they provide to customers and employees so organisations can make the right business decisions.

Part of Verint’s expert consultancy practice, Steph ensures Verint customers drive benefits and realise value from our suite of solutions. With a wealth of experience gained over decades within customer consultancy, Steph helps customers achieve transformation effectively.

Working with customers during their initial evaluation of Verint Knowledge Management solutions, as well as with existing customers looking to broaden their adoption of knowledge, John provides expertise and support including customer requirement analysis, best practise guidance, solution scoping, identifying business value, and working closely with Verint Professional Services to deliver successful KM implementations.

With over 24 years of experience in the contact centre industry, Steve is a seasoned expert in customer experience, workforce optimisation, and operational transformation. As a Pre-Sales Solutions Consultant at Verint, Steve partners with contact centres and back-office teams to enhance automation, visibility, and performance through innovative technology.  Steve is passionate about helping organisations unlock the full potential of their operations. He specialises in identifying complex process challenges and demonstrating how Verint’s solutions can drive meaningful improvements for both employees and customers.

Paul Miller is a passionate Solutions Consultant at Verint, where he leverages his decades of expertise to drive impactful solutions in driving the very best in customer experiences (CX). With a fervent belief in the power of AI and technology to revolutionise customer service, Paul is at the forefront of innovation, constantly exploring new avenues to enhance customer interactions and satisfaction.

Alan Gates is an EMEA Senior Solutions Consultant specialising in Verint’s agent productivity tools including Engagement Channels, Self-Service, Automation, Knowledge Management and Customer Experience. Alan has responsibility for supporting the wider Verint business across EMEA and advising customers how they can optimise their customer service with the Verint platform. Alan has over 25 years of experience within the Contact Centre and Customer Engagement industry. He joined Verint over 10 years ago, and prior to that led solution consultancy teams for Kana focusing on Digital Channels and Knowledge Management.

Highly experienced Pre-Sales Engineer with progressive years of delivering enterprise-class, cloud-based, AI-powered solutions to the world’s leading companies, predominantly in the financial services vertical. Analytical thinker in understanding client needs, identifying pain points, and offering tailored solutions.  Expertise in multiple industry sectors, including financial services, legal, telecommunications, retail, travel; hospitality, allowing for a broad understanding of market trends and challenges.

David has worked in the industry for over 30 years, working for Verint as a Solutions Consultant for the past 20 years.  With extensive experience helping multiple large enterprises, leading the design and assisting in the deployment of multiple very large scale Workforce Engagement solutions in a range of different environments, David’s specialisms are in Recording, Speech Analytics, Quality Management, Automated Quality Management, Text Analytics, Performance Management, Desktop and Process Analytics, and Cloud.

A stalwart and mainstay of the contact centre industry almost his entire career, Alex Clay has a genuine passion for helping organisations unlock the full potential of their customer engagement and operational platforms. From his experiences as a customer agent to supervisor, then project and technical consultant, Alex has delivered real value from modernisation programs, upgrades and migrations from old to new platform with minimum disruption and maximum results.