CX50 2024: The UK’s Top 50 Leaders in Customer Experience

CX50 2024

Cognizant has partnered with Marketing Week and Adobe to highlight the top 50 UK individuals and organisations driving the ever-changing customer experience (CX) landscape and excelling in their field.

CX encompasses every interaction a person has with an organisation throughout their journey from unaware to advocate, impacting brand perception and loyalty.

By acknowledging the best and brightest in CX, the CX50 fosters a culture of excellence that benefits businesses and customers alike. It also serves as a reminder that with dedication and passion, anything is possible, and the future of CX is full of potential.

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“The best digital leaders create highly personalised, engaging customer experiences that are delivered in real time, that drives results today and ensures business success in the future.”

Suzanne Steele, Vice President and Managing Director, United Kingdom, Ireland, Middle East and SSA, Adobe

“CX leaders are challenged to adapt, fulfil ever-expanding customer expectations, and make the most out of the emerging modern technology landscape.”

Ian Barlow, Head of DX, UK&I, Cognizant

"CX leaders finely balance evidence (data) and resources (technology and people) with empathy (gut feel) to excel in a crowded space. When these factors are in balance, you can create truly exceptional actionable moments that drive the business forward."

James Lennon, Sales Director, UK&I, Cognizant Netcentric

“Cognizant together with Marketing Week and Adobe is proud to recognise the top 50 change-makers reimagining customer experience in 2024!”

Rohit Gupta, Managing Director, UK&I, Cognizant

Our methodology

We selected the top CX professionals based on their achievements against these three criteria:

Influence

The influence the individual has on their company, industry, and the broader CX landscape.

Innovation

The extent to which the individual’s work in CX has been groundbreaking and forward-thinking.

Impact

The measurable difference the individual or their work has made on their business and/or the CX landscape.

Industries

Correlating with our methodology, we discovered the disruptors, organisational leaders, technologists, brand guardians and growth drivers in these key industry sectors:

Retail, Consumer Goods, Travel, Hospitality (RCGTH)

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Financial Services (FS)

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Public Sector (PS)

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Manufacturing, Logistics, Energy, Utilities (MLEU)

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Life Sciences (LS)

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CX50 2024

Download the complete PDF to read the profiles of the CX50 2024 members working in our five key sectors. Discover the significant accomplishments and capabilities that distinguish the top 50 customer experience professionals.

RCGTH

RCGTH Top 10

Download this PDF to read the profiles of the CX50 2024 members working in Retail, Consumer Goods, Travel and Hospitality. Find out the key achievements and capabilities that are setting the top 10 customer experience professionals apart in this sector.

Charlotte Lock

Customer Director, John Lewis Partnership

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Stephen Cassidy

Managing Director, UK & Ireland, Hilton

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Jack Constantine

Chief Digital Officer, Lush

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Neal Jones

Chief Sales & Marketing Officer, EMEA, Marriott International

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Sara Holt

Group Marketing Director, UK & Europe, Merlin Entertainments

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Gavin Forth

Marketing & Digital Director, Jet2.com & Jet2holidays

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Annika Bizon

Marketing & Omnichannel Director, UK & Ireland, Samsung Electronics

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Leanne Gaughan

Head of E-commerce, Whitbread

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Clara Beattie

Head of Technology — Marketing, Online & Retail, Morrisons

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Paula Bobbett

Chief Digital Officer, Boots

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FS

Financial Services Top 10

Download this PDF to read the profiles of the CX50 2024 members working in Financial Services. Find out the key achievements and capabilities that are setting the top 10 customer experience professionals apart in this sector.

Chris Pitt

Chief Executive Officer, First Direct

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Hannah Lewis

UK Country Manager, American Express

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Gemma Johnson

Director of Growth & Marketing Operations, Starling Bank

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Suresh Balaji

Chief Marketing Officer, Lloyds Banking Group

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Cheryl Toner

Chief Customer & Marketing Officer, Aviva

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Sam Day

Interim Chief Marketing Officer, Direct Line Group

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Ruchir Rodrigues

Chief Client & Commercial Officer, Hargreaves Lansdown

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Nilan Peiris

Chief Product Officer, Wise

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Jen Tippin

Chief Operating Officer, Natwest Group

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Maria Cearns

Chief Operating Officer, The Co-operative Bank

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PS

Public Sector Top 10

Download this PDF to read the profiles of the CX50 2024 members working in the Public Sector. Find out the key achievements and capabilities that are setting the top 10 customer experience professionals apart in this sector.

Rich Corbridge

Director General, Chief Digital & Information Officer, Department for Work & Pensions

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Joanna Rowland

Director General, Customer Services Group, Home Officer

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Rochelle Gold

Head of User Research, NHS England

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Christine Bellamy

Director, GOV.UK

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Daljit Rehal

Chief Digital & Information Officer, HM Revenue & Customs

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Tom Read

Chief Executive Officer, Government Digital Service

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Charlotte Briscall

Chief Digital Officer, Department for Education

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Laura Gilbert

Chief Analyst & Director of Data Science, 10 Downing Street

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Mike Potter

Government, Chief Digital Officer, Ministry of Justice

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Megan Lee-Devlin

Director General, Service Transformation, Ministry of Justice

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MLEU

Manufacturing, Logistics, Energy, Utilities Top 10

Download this PDF to read the profiles of the CX50 2024 members working in Manufacturing, Logistics, Energy and Utilities. Find out the key achievements and capabilities that are setting the top 10 customer experience professionals apart in this sector.

Amy Belbeck

Chief Marketing Officer, HomeServe

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Jude Burditt

Director of Customer Solutions, Severn Trent

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Tim Jones

Director of Marketing, Communications & Sustainability, DPDgroup UK

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Fiona Nicholls

Head of Service Experience, Business Services, National Grid

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Jon Paull

Chief Customer & Operating Officer, Octopus Energy

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Nick Ratcliffe

Chief Experience Director, Volkswagen Group UK

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Claire Sharp

Customer Director, Northumbrian Water

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Emma Strain

Customer Director, TfL

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Anita Yandell-Jones

Chief Customer Officer, Ecotricity

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Peter Zillig

Director of Marketing, Ford of Europe

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LS

Life Sciences Top 10

Download this PDF to read the profiles of the CX50 2024 members working in Life Sciences. Find out the key achievements and capabilities that are setting the top 10 customer experience professionals apart in this sector.