Optimise New Tech, AI Innovation, People-Centric Cultures & Change Management For Engaging, Efficient & Embedded Operational Excellence

Fresh Industry-Led Insights & Practical Updates To Embrace Evolving Methodologies & Sustain Long-Term OPEX Success

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REGISTRATION OPENS

08.15 Registration & Informal Networking

OPENING REMARKS

09.00 GIC Welcome & Morning Co-Chairs’ Opening Remarks

Jonathan Smith, Head of Continuous Improvement & Automation, Group COO, Lloyds Banking Group

Ben Sawyer, Head of Field Continuous Improvement, British Gas

AI ADOPTION

09.10 Evaluate The Immediate & Long-Term Applications Of AI & Automation That Can Positively Impact ROI, Efficiencies & Operational Excellence With Immediate Effect

  • Uncover practical and proven AI quick wins you can begin to implement now which deliver real results
  • AI is already having a huge impact on the present-day applications of Operational Excellence, so what can we extrapolate from this about how AI’s impact will grow and develop in the future?
  • Where do the limits of automation currently lie? Evaluate new, innovate and outside-the-box applications for automation technologies which go beyond the immediately apparent and may help to solve more obscure problems
  • How important is the human factor, and where is it most critical? Strike the perfect balance between automation and human input to elevate both efficiently
  • Balancing the cons with the pros: what are the possible pitfalls and new regulatory requirements around the use of AI and automation? And how can you continue to alleviate employee concerns about the potential for human roles being replaced?

Damian Hall, Head of Programme & Change, Ralph Lauren

GLOBAL AI TRANSFORMATION

09.30 Delivering A Global AI Transformation – What Are The Questions To Ask?

Executing on AI Transformation in a meaningful way requires asking the right questions. Enterprises need to understand how to extract real value, mitigate risks, and leverage data to guide AI Transformation effectively through the digital noise from supplier ecosystem. This presentation will explore how business leaders can approach AI strategically, ensuring thoughtful implementation that aligns with organisational goals.

Ravi Jay, Head of Agile Delivery, Jaguar Land Rover

PANEL DISCUSSION & Q&A

CULTURE & WELLBEING

09.50 Embed Operational Excellence & Continuous Improvement As Central Components Of Business Culture That Truly Engage Workforces & Promote Wellbeing As Well As ROI

  • Steer behavioural change and foster an appetite for continuous improvement across all departments and seniority levels, that avoids corner-cutting or compromised results
  • People are your best asset! Focus beyond tools and processes to instil employee wellbeing as a critical business priority that promotes satisfaction, physical and mental health, productivity, retention and loyalty
  • Align your OPEX and CI strategies with your forward-looking business goals to ensure clarity of vision and communication with increased engagement and empowerment
  • What are the best ways to incentivise and motivate modern workforces to keep teams happy, ensure employees feel seen and valued, and keep everybody on board with your vision?

Anne-Marie Coe, Head of Culture & Engagement, Anglian Water Services

Tim Sismey, Senior Process Improvement Manager, National Express LTD

Chris Reay, Head of Agile Process Excellence & Change, Thames Water

Pepper Clayton-Fisher, Head of Continuous Improvement, British Heart Foundation

Marrily Runoona-Rutsito, HR Business Partner (Employee Experience – Continuous improvement Team), Network Rail

Lindsey Farn, Head of Transformation & Engagement, Westminster City Council

Becky York, Head of Continuous Improvement, Costain Group PLC

Clym Stock-Williams, Head of Operational Excellence, Vattenfall

10.30 Bonus Session; Reserved For Exclusive Conference Partner

11.00 Morning Refreshment Break & Informal Networking

RESULTS-DRIVEN LEADERSHIP

11.30 Leading From The Front! Foster A Leadership Culture That Drives Long-Term, Measurable Success By Promoting Operational Excellence At Every Level Of The Business

  • Team cultures start from the top, so how can senior leaders embody and instil a culture of excellence and lead by example?
  • Secure senior buy-in and mitigate resistance to change by demonstrating the ongoing value of operational excellence
  • Clear communication, defined expectations, measurable results… how can business leaders be proactive in cultivating employee engagement and staff retention?

DATA-DRIVEN EFFICIENCIES DRIVING VALUE: METRICS & ROI

11.50 Leverage The Power Of Your Data & Showcase Real Value Through Insight-Led Metrics That Tell Your Brand’s Impact Narrative

  • Ensure that all employees, at all levels, are focusing on truly valuable results, and that the scope of your achievements aren’t being undermined by using the wrong metrics
  • Translate data silos into clear and understandable business-focused narratives that promote your corporate goals and priorities, while avoiding regulatory pitfalls
  • Identify friction points and bottlenecks, and evaluate how you can streamline and optimise all points in your data processes to eliminate waste and maximise value
  • With rising costs and shrinking budgets, it’s never been more crucial to ensure maximised ROI through clear tracking, monitoring and reporting

James Healey, Head of Strategic Development, London Gatwick

PANEL DISCUSSION & Q&A

AI ADOPTION & PRACTICAL USER CASES

12.10 Deep-Dive Into Practical Examples & Real-World User Cases Of AI & Automation Technologies To Inspire New Approaches That Can Deliver Unexpected & Invaluable Results

  • Real-life user cases! How have other brands and companies used AI? What has worked and what hasn’t?
  • Reducing costs by spending more? Make the most effective case for how investment in AI technology can reduce spending in both the short and long term
  • Maximised efficiencies, reduced wastage: secure senior leadership buy-in and ongoing confidence by using the right metrics to demonstrate the immediate value of automation
  • What are the newest applications available to business with a range of budgets? Understand the available options to evaluate what can work best for your business

Adriana Konjani, Head of Operational Excellence, Real Estate, Corporate Travel & Shell Business Operations, Shell

Elyah Oulad-Mehdi, Head of International Medical Assistance Excellence, AXA Partners

Sjoerd Brouwer, Director, Transformation Management Office, Operations, Mandarin Oriental Hotel Group

Dave Lindley, Operational Excellence Lead, Pets at Home

Ben Sawyer, Head of Field Continuous Improvement, British Gas

Emma Culham, Head of Operational Strategy, Excellence & Change, QBE Insurance

Alex Francis, Head of European Operations (Deliveroo HOP), Deliveroo

12.40 Lunch & Informal Networking For Speakers, Delegates & Partners

13.10 Informal Breakout Discussions

a) Mastering Continuous Improvement In ERPs

Patrick Haston, Head of Cloud Transformation, Cabinet Office

b) How Operational Excellence Can Influence DE&I

Krisson Nandha, Head of Operational Excellence, Virgin Red

c) AI Adoption

Damian Hall, Head of Programme & Change, Ralph Lauren

d) Operational Excellence In Crisis Management

Elyah Oulad-Mehdi, Head of International Medical Assistance Excellence, AXA Partners

e) Predictive Maintenance

f) Supply Chain Optimisation

g) Gamification

OPENING REMARKS

13.45 Afternoon Co-Chairs’ Opening Remarks

Jodie Bennett, Operations & Governance Director, Excellence/Chief of Staff (to CRO), WTW

Wayne Morris, Finance Transformation, Royal London

CHANGE MANAGEMENT & TRANSFORMATION

13.55 Plan & Execute Far-Reaching, Business-Wide Change Management Programmes That Overcome Resistance To Cultivate Resilience, Employee Engagement & Operational Excellence

  • The world is changing quicker than ever, and business practices need to keep pace! Mitigate resistance by emphasising the necessity of change management, not just for change’s sake but to ensure ongoing resilience
  • How can you implement the latest behavioural psychology insights to promote positivity and productivity? Empower employees at all levels to advocate for effective and results-driven change
  • With the pace of change accelerating and some transformation programmes beginning before a previous one has reached completion, how can you maintain focus and purpose to bring your workforce with you on the journey?
  • Clear and open lines of communication are essential to showcase the value, purpose and reasoning behind change management – how can the latest tech developments foster more efficient sharing of information?

Gavin Lee, Head of Digital Operations, Cambridge University Press & Assessment

DRIVING EXCELLENCE DURING DIGITAL TRANSFORMATION

14.15 Boost Engagement, Drive Revenue & Future-Proof Business Functions Through Consolidated & Forward-Looking Digital Transformation

  • Stay agile and adaptable with big-picture transformation programmes that promote consistency, transparency and inter-department collaboration
  • Keeping the customer in mind, what makes a great digital experience for your clients, and where does the critical human factor need to be retained?
  • How can businesses maintain productivity and functionality across all processes, big and small, while keeping within regulatory guidelines and budgetary restrictions?
  • Encourage widespread behavioural changes and long-term buy-in from colleagues, clients, stakeholders and leadership alike to drive active engagement to the business’ future

Jamie McMillan, Store Strategy Manager, B&Q

PANEL DISCUSSION & Q&A

WORKFORCE ENGAGEMENT & RELATIONSHIP BUILDING

14.35 Empower & Upskill Your Workforce With Engagement Strategies That Speak To All Levels & Working Patterns To Reinforce Operational Excellence & Continuous Improvement As Key Business Drivers

  • What are the latest tech developments that can enhance and support communications and process excellence for remote employees?
  • Promote two-way communication and feedback across all seniority levels, generations and business functions, to help senior leadership lead from the top, and hear and address concerns
  • Drive motivation by encouraging and empowering employees to take ownership of processes, while keeping OPEX as a valued priority

  • What are the new challenges facing remote workforces? From monitoring results to alleviating concerns about automation and the rise of AI technologies, what are the latest engagement strategies for 2025 and beyond?

Josipa Vrbanc, Change Partner For Organisational Change, Primark

Kelly McGowan, Director of Transformation, Action for Children

Peter Van Der Heide, Senior Director Innovation Excellence, Philips

Anca Hobjila, Lead Trading Operations Manager – Online Fulfilment, Tesco

Jodie Bennett, Operations & Governance Director, Excellence/Chief of Staff (to CRO), WTW

Áine McGurk, Head of Continuous Improvement, Aer Lingus

15.05 Bonus Session; Reserved For Exclusive Conference Partner

15.35 Afternoon Refreshment Break & Informal Networking

METHODOLOGIES, FRAMEWORKS & STRATEGIES

16.10 Analyse Your Operational Excellence Frameworks, Along With The Latest Developments To Ensure Your Strategies Are A True Fit & Are Delivering Real Long-Term Value

  • Deep dive into your OPEX and CI processes to determine what is working, and what isn’t… which elements require small-scale improvements, and what might need a complete overhaul?
  • What are the latest innovations in Operational Excellence methodologies? How can they be adapted and calibrated to work for your business?
  • Evaluate and build upon past experiences to inform future OPEX strategies, and reengineers processes that may not be working to full capacity
  • Disseminate key information in a clear and timely manner to keep the full workforce informed and engaged with an aligned company vision

Emma Latham, Head of Business Improvement, St. James’s Place

SUSTAINING PROCESS EXCELLENCE

16.30 Navigate Unpredictable Times & An Uncertain Climate With A Robust Roadmap That Drives Consistent & Sustainable Excellence

  • From geopolitics to economics, how can you navigate the ever-changing landscape to keep your long-term goals on target?
  • Cultivate forward-thinking mindsets and genuine buy-in at all levels to keep moving forwards and not revert to old habits
  • Keep up the momentum! Build on quick wins and short-term achievements to fuel ongoing process excellence in the long term
  • Maintain adaptability and agility at the forefront of processes and functions – can horizon-scanning help us to forecast and avoid problems before they arrive?

Meritxell Mora Fuertes, Global Process Owner & Continuous Improvement Lead, Mundipharma

PANEL DISCUSSION & Q&A

PANEL DEBATE: THE FUTURE OF OPEX, OVERCOMING RESISTANCE & BARRIERS

16.50 What Does The Future Of Operational Excellence Look Like In 2026 & Beyond? From Tech & Metrics To Culture & The Human Element, Assess The Landscape Of Tomorrow To Maximise Results & ROI Today

  • Minimise the impact of an uncertain future through effective horizon-scanning, adaptable transformation programmes, and harvesting key information from real-world lessons learned to make informed and forward-looking decisions
  • Streamline OPEX training and education across hybrid workforces to promote the power of people, not just processes, and empower employees to advocate for change, productivity and continuous improvement
  • Where does resistance to change truly come from? Utilise the latest psychology insights to better understand opposition, and how it can be effectively and positively overcome
  • How can experienced, long-standing OPEX professionals and younger practitioners best collaborate to combine tried-and-tested approaches with new technology and create processes that are more than the sum of their parts?

Krisson Nandha, Head of Operational Excellence, Virgin Red

Garima Khanna, Senior Finance Business Partner & FP&A Manager – UK Opex, Capital One

Alco Jensema, Continuous Improvement Lead, Global Business Services, McDonald’s

Emma Culham, Head of Operational Strategy, Excellence & Change, QBE Insurance

Dmitrii Komarov, Director Integrated Supply Chain Transformation (Long-Term Development) GB, Carlsberg Group Western Europe

Laura Winter, Head of Process Excellence, Hiscox

17.20 Afternoon Co-Chairs’ Closing Remarks & Close Of Conference

Jodie Bennett, Operations & Governance Director, Excellence/Chief of Staff (to CRO), WTW

Wayne Morris, Finance Transformation, Royal London