Adrian spent the first decade of his career working in corporate banking and lending with ABN AMRO, GE Capital & BNP Paribas. He joined the energy sector to bring commercial expertise to the privatisation of British Gas and spent ten years in the sector. He was Managing Director of the largest residential business of British Gas and Managing Director of Eon’s property services and renewable energy business.

Named by The Economist as the "high priest" of loyalty, Fred Reichheld is the creator of the Net Promoter System (NPS®) and one of the world’s leading experts on customer and employee loyalty. The best-selling author of five books on loyalty, he is a fellow at Bain & Company and founder of Bain’s Loyalty practice, which helps companies achieve results through customer and employee loyalty.

Chris is a multi-award-winning CX, Customer Success, and Marketing Leader and the Founder of The Consumer Duty Diagnostic, which helps firms assess, quantify, and easily report on their organisation's customer-centric readiness and compliance status and define a new path to sustainable business growth. 

James has operated in senior CX and Strategy roles primarily in Financial Services for nearly 20 years, having worked at L&G, RSA, More Than, JUST, and Nucleus. In more recent years, James has developed a specialism in interpretation of FCA regulation, enabling businesses to be both compliant, and to differentiate themselves via exciting approaches.