CXPN 2025 AGENDA

CXPN is a unique, one-day learning and networking event which brings together the most inspirational leaders and transformational suppliers in the local gov sector to share cutting-edge insight, knowledge and experience. Our agenda is carefully curated to address the most relevant and emerging challenges in the sector.

20th March, DoubleTree Hilton, Tower of London

Day 1

20 March 2025

8:00 am - 9:00 am

Main Room

Registration
9:00 am - 9:05 am

Main Room

Chair's opening remarks

Welcome to Citizen Experience Partnership Network 2025!
9:05 am - 9:40 am

Main Room

Redesigning public services: a digital-first, citizen-centric future

Matt Lyon currently serves as the Chief Analyst at the Central Digital and Data Office (CDDO), where he leads the analytical function within the organisation. In this capacity, he oversees a team of Data Scientists, Data Analysts, and Economists.

With over 7 years of experience in digital transformation, Matt has worked across key areas such as service transformation, data sharing, technology adoption, common platforms, and capability building. His team is currently focused on improving the organisation’s data analysis set-up, further adopting AI and automation to drive efficiency, and supporting the delivery of the organisation’s current digital transformation strategy.

Previously, Matt served as the Head Economist at the Government Digital Service (GDS).

Matthew Lyon

Chief Analyst (deputy Director of Data Science, Analysis and Economics)
Cabinet Office

Debbie Valentine is the Head of Digital Experience & Insight at Imperial War Museums, where she leads on enhancing audience engagement and improving the user experience through research, testing and service design. With a background in product management and digital transformation, learned across working in the non-profit sector, she is keen on creating experiences for diverse audiences and solving real problems. She also enjoys deleting microsites and telling people not to have FAQs.

Debbie Valentine

Head of Digital Experience and Insight
Imperial War Museums

I am dedicated to transforming customer experience and driving meaningful organisational change in local government. My passion lies in shifting the focus from ‘periphery to priority’ – creating services that start with the needs of customers and residents first rather than the view from the organisation’s boardroom.

By championing multi-disciplinary teams and an evidence-led, empathetic design approach, we reimagine and deliver the services that truly support people in living their best lives. This not only improves outcomes for customers and residents but also creates more effective and efficient organisations.

At Surrey County Council, we’ve reduced contact demand by 70% during peak periods and now resolve over 80% of enquiries at first point of contact. This ensures residents receive clearer, more accessible information, reducing the need for repeat interactions and allowing us to provide faster, more effective support when they do reach out.

Eleanor Brown

Director of Customer Experience
Surrey County Council

In the context of the recent State of Digital Government Review, our opening keynote panel will explore how user-centred design principles, citizen co-creation, and consistent feedback loops are revolutionising public services. Panellist...

In the context of the recent State of Digital Government Review, our opening keynote panel will explore how user-centred design principles, citizen co-creation, and consistent feedback loops are revolutionising public services. Panellists will discuss strategies for embedding citizen needs into service design, creating seamless journeys across touchpoints – including contact centres and digital platforms – and co-creating solutions with communities. Learn how inclusive, accessible, and empathetic approaches can drive innovation, improve outcomes, and foster trust and satisfaction in public services.
9:40 am - 9:55 am

Main Room

User centred sunsets: ensuring an empathetic end to every service

Civica, we make software that helps deliver critical services for citizens all around the world. From central government to local government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.

Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day.

Kyle Macdonald-Wallis

Head of Service Design
Civica

The often-overlooked phase of service retirement, encouraging service owners to consider users’ needs alongside technology, data, and security when retiring services. With many services entering legacy states, it’s crucial to...

The often-overlooked phase of service retirement, encouraging service owners to consider users’ needs alongside technology, data, and security when retiring services. With many services entering legacy states, it’s crucial to apply the same user empathy at the birth of a service to the end. We will explore and highlight the importance of prioritising user experience in the retirement process, share key considerations for ensuring a smooth transition, and introduce techniques for maintaining a user-centred approach. Kyle McDonald-Wallis will share practical insights on managing the sunset phase while keeping the user at the heart of the process.
10:00 am - 10:10 am

Main Room

Dragons' den - Speed Presentations

Our signature ‘Dragons’ Den’ session provides each solution provider with an opportunity to deliver a short 60 second pitch, explaining why they are here and how their services can help tackle some of the sector’s ongoing challen...

Our signature ‘Dragons’ Den’ session provides each solution provider with an opportunity to deliver a short 60 second pitch, explaining why they are here and how their services can help tackle some of the sector’s ongoing challenges.
10:15 am - 11:05 am

Main Room

Networking and business meetings

10 minute meetings with suppliers who are offering solutions most relevant to your challenges. Please check the schedule on the back of your delegate pass for your meeting timings.
11:10 am - 11:40 am

Main Room

Panel discussion: Personalisation and trust for inclusive engagement

Eilidh McLaughlin is the Deputy Director for Digital Ethics, Inclusion and Assurance and is head of the Digital Citizen Division. The Division covers the Connecting Scotland programme and the Ethical Digital Nation team. It also comprises Information Management and Assurance teams, thus considering digital citizenry from an internal and external perspective. This role combines Eilidh’s previous experience in corporate governance, equalities and information management. The ethos of the Division is to make sure that No One is Left Behind and to ensure that digital work is done in an ethical, inclusive way.

Eilidh McLaughlin

Deputy Director, Digital Ethics, Inclusion and Assurance
Scottish Government

Bob O’Brien

Head of Digital, Data and Operations
West of England Combined Authority

Elizabeth Anderson

Chief Executive
Digital Poverty Alliance

StableLogic are a solutions provider specialising in Citizen & Customer Experience, Software Development and Cloud enablement. With a heritage in contact centre consultancy, we have over 30 years’ experience helping organisations deliver a better service to their customers, employees and communities.

Our multi-faceted team offer end-to-end solutions for every stage of a digital transformation, from initial consultancy through to design, procurement, building, testing, implementation, handover and maintenance.

Focusing on efficiency and customer satisfaction, our consultants, developers and cloud experts work closely with clients, leveraging our market knowledge in contact centre and citizen experience, to deliver customer satisfaction and value realisation.

Will Patchett

Lead Consultant
StableLogic

This panel will explore how personalisation and trust can transform citizen interactions with public services. Discover how leveraging AI, data insights, and omnichannel communications can tailor services to individual needs while mainta...

This panel will explore how personalisation and trust can transform citizen interactions with public services. Discover how leveraging AI, data insights, and omnichannel communications can tailor services to individual needs while maintaining transparency and accountability. Panellists will share strategies for building trust through open communication, ethical data practices, and optimising contact centres, fostering long-term citizen engagement and satisfaction through inclusive and responsive service delivery.
11:45 am - 12:00 pm

Main Room

The future of citizen engagement – empowering public sector with AI agents

Salesforce, the #1 AI CRM, is enabling public sector organisations around the world to connect with citizens in a whole new way. Salesforce for Public Sector allows you to offer digital service delivery with easy automation tools, achieve faster time to value with purpose-built solutions, and improve mission impact with data-led insights that help you improve citizen experiences and enhance trust. We lead with our core values of trust, customer success, innovation, equality, and sustainability, and we are proud to be recognized as a leader in innovation, culture and philanthropy.

Jay Dudley

Regional Lead: Local Government
Salesforce

Salesforce, the #1 AI CRM, is enabling public sector organisations around the world to connect with citizens in a whole new way. Salesforce for Public Sector allows you to offer digital service delivery with easy automation tools, achieve faster time to value with purpose-built solutions, and improve mission impact with data-led insights that help you improve citizen experiences and enhance trust. We lead with our core values of trust, customer success, innovation, equality, and sustainability, and we are proud to be recognized as a leader in innovation, culture and philanthropy.

Jezz Lister

Regional Account Director - Healthcare
Salesforce

With limited resources and increasing demands, public sector organisations must find ways to do more with less. This session explores how AI-powered agents and automation can help modernise service delivery, increase efficiency, and alle...

With limited resources and increasing demands, public sector organisations must find ways to do more with less. This session explores how AI-powered agents and automation can help modernise service delivery, increase efficiency, and alleviate the strain on stretched teams. Learn how Salesforce’s compliance-enabled cloud solutions unify data, streamline processes, and empower government services to innovate faster with low-code application development. Discover how these technologies can enhance citizen engagement, improve responsiveness, and drive the future of digital government transformation.
12:05 pm - 12:20 pm

Main Room

Sponsor presentation – Sabio Group
12:20 pm - 1:00 pm

Main Room

Networking lunch

An opportunity to connect with your peers and suppliers to talk over the learnings from the event. Lunch is served buffet style and a range of options are available to cater for different dietary requirements.
1:05 pm - 1:35 pm

Main Room

Interactive discussion - Digital inclusion in action: overcoming barriers and designing for all

Verity is the lead for Digital Leadership & Skills at the Digital Office for Scottish Local Government. She is currently leading multiple projects and work streams across skills, data and intelligent automation with key focuses on; Digital Maturity, Data Maturity, learning pathways, competency frameworks, operating models and cost value propositions.

Verity is passionate about exploring and implementing innovative solutions, to support public sector organisations, meet key government priorities and ministerial objectives at local, regional, and national levels. She values diversity and promotes equality through inclusive services and design and is skilled in creating a vision through strategical direction and collaboration, to help clients reach their goals and maximise outputs.

Verity Hislop

Senior Project Manager
Digital Office for Scottish Local Government

Elizabeth Anderson

Chief Executive
Digital Poverty Alliance

This interactive session will explore the real-world challenges and successes in ensuring digital inclusion across government services. Speakers will share insights into overcoming access barriers, fostering digital literacy, and impleme...

This interactive session will explore the real-world challenges and successes in ensuring digital inclusion across government services. Speakers will share insights into overcoming access barriers, fostering digital literacy, and implementing inclusive technology. Attendees will collaborate on actionable strategies to ensure that every citizen benefits from digital transformation.
1:40 pm - 2:30 pm

Main Room

Networking and business meetings

10 minute meetings with suppliers who are offering solutions most relevant to your challenges. Please check the schedule on the back of your delegate pass for your meeting timings.
2:35 pm - 3:05 pm

Main Room

Panel discussion: Building an integrated digital government

Kevin is a seasoned IT professional with over 20 years of experience gained from both public and private sector organisations. He has worked across most tiers of govt. including time within a NDGB, and his extensive career experience includes overseeing both insourcing and outsourcing projects and programmes (having had both customer and supplier perspectives.) Coming from a technical background, (TOGAF and ITIL Certified) he also has a passion for Change and Transformation, and is also currently a Vice President for the Society for Innovation, Technology & Modernisation – a national organisation that aims to be the preferred network of leading professionals innovating and modernising public services.

Kevin Taylor

Senior IT Manager
Suffolk County Council

Mark Durkee is Head of Responsible Technology at the Government Digital Service, and was part of the team that created the recent Blueprint for Modern Digital Government. He leads a portfolio of work including the work on the Algorithmic Transparency Recording Standard, privacy enhancing technologies, and more broadly shaping how the public sector makes responsible use of AI and digital technologies. He previously led the Centre for Data Ethics & Innovation’s independent review into bias in algorithmic decision-making, and has spent over a decade working in a variety of technology strategy, architecture and cyber security roles within the UK government, and previously worked as a software engineer and completed a PhD in Theoretical Physics.

Mark Durkee

Head of Data and Technology, Responsible Tech Adoption Unit
Department for Science, Innovation and Technology

This panel will explore collaborative strategies for aligning data, workflows, and communication tools between central and local government to deliver seamless, citizen-centred services. Speakers will share successful examples of integra...

This panel will explore collaborative strategies for aligning data, workflows, and communication tools between central and local government to deliver seamless, citizen-centred services. Speakers will share successful examples of integration, overcoming data-sharing challenges, and unifying strategies to improve service delivery. Attendees will gain insights into how cross-government collaboration can streamline citizen access, enhance efficiency, and provide more cohesive and effective public services.
3:45 pm - 4:00 pm

Main Room

Reflections and next actions/commitments
4:00 pm - 5:00 pm

Main Room

Networking drinks reception

Networking sessions – throughout the event we host a networking lunch as well as a drinks reception to give you ample opportunity to connect with your peers and suppliers over the learnings from the event.
3:10 pm - 3:40 pm

Focus Group 1

AI and data: enabling intelligent public services

Eilidh McLaughlin is the Deputy Director for Digital Ethics, Inclusion and Assurance and is head of the Digital Citizen Division. The Division covers the Connecting Scotland programme and the Ethical Digital Nation team. It also comprises Information Management and Assurance teams, thus considering digital citizenry from an internal and external perspective. This role combines Eilidh’s previous experience in corporate governance, equalities and information management. The ethos of the Division is to make sure that No One is Left Behind and to ensure that digital work is done in an ethical, inclusive way.

Eilidh McLaughlin

Deputy Director, Digital Ethics, Inclusion and Assurance
Scottish Government

Mark Durkee is Head of Responsible Technology at the Government Digital Service, and was part of the team that created the recent Blueprint for Modern Digital Government. He leads a portfolio of work including the work on the Algorithmic Transparency Recording Standard, privacy enhancing technologies, and more broadly shaping how the public sector makes responsible use of AI and digital technologies. He previously led the Centre for Data Ethics & Innovation’s independent review into bias in algorithmic decision-making, and has spent over a decade working in a variety of technology strategy, architecture and cyber security roles within the UK government, and previously worked as a software engineer and completed a PhD in Theoretical Physics.

Mark Durkee

Head of Data and Technology, Responsible Tech Adoption Unit
Department for Science, Innovation and Technology

This focus group will explore the role of AI in optimising contact centres and enhancing public services through intelligent automation, sentiment analysis, and predictive tools. With an emphasis on ethical considerations and transparenc...

This focus group will explore the role of AI in optimising contact centres and enhancing public services through intelligent automation, sentiment analysis, and predictive tools. With an emphasis on ethical considerations and transparency, participants will discuss how to use AI responsibly to build citizen trust while maintaining accountability. Attendees will share insights and best practices for balancing innovation with citizen-centric design to enhance responsiveness and satisfaction in public services.
3:10 pm - 3:40 pm

Focus Group 2

Future-proofing omnichannel strategies

This session will explore real-world examples of contact centre modernisation and how to future-proof omnichannel strategies. Attendees will discuss the integration of AI, telephony, and feedback tools to optimise citizen interactions, e...

This session will explore real-world examples of contact centre modernisation and how to future-proof omnichannel strategies. Attendees will discuss the integration of AI, telephony, and feedback tools to optimise citizen interactions, ensuring consistency, responsiveness, and a seamless experience across all platforms. Learn how to harness omnichannel innovation and AI-driven solutions to meet evolving citizen needs while enhancing engagement and service delivery.
3:10 pm - 3:40 pm

Focus Group 3

Data-driven solutions for cost-efficient public services

This session will focus on leveraging data science and innovative strategies to maximise resources and optimise contact centre operations in the face of budget constraints. Attendees will explore practical approaches for integrating data...

This session will focus on leveraging data science and innovative strategies to maximise resources and optimise contact centre operations in the face of budget constraints. Attendees will explore practical approaches for integrating data-driven insights into service delivery, enhancing efficiency, and delivering value-driven citizen services while managing limited resources. Real-world case studies will highlight how to maintain high-quality outcomes within financial limitations.

Day 1

CXPN 2025 AGENDA

20th March, DoubleTree Hilton, Tower of London

20 March 2025

8:00 am - 9:00 am

Main Room

Registration

9:00 am - 9:05 am

Main Room

Chair's opening remarks

9:05 am - 9:40 am

Main Room

Redesigning public services: a digital-first, citizen-centric future

Matthew Lyon

Chief Analyst (deputy Director of Data Science, Analysis and Economics) Cabinet Office

Debbie Valentine

Head of Digital Experience and Insight Imperial War Museums

Eleanor Brown

Director of Customer Experience Surrey County Council

9:40 am - 9:55 am

Main Room

User centred sunsets: ensuring an empathetic end to every service

Kyle Macdonald-Wallis

Head of Service Design Civica

10:00 am - 10:10 am

Main Room

Dragons' den - Speed Presentations

10:15 am - 11:05 am

Main Room

Networking and business meetings

11:10 am - 11:40 am

Main Room

Panel discussion: Personalisation and trust for inclusive engagement

Eilidh McLaughlin

Deputy Director, Digital Ethics, Inclusion and Assurance Scottish Government

Bob O’Brien

Head of Digital, Data and Operations West of England Combined Authority

Elizabeth Anderson

Chief Executive Digital Poverty Alliance

Will Patchett

Lead Consultant StableLogic

11:45 am - 12:00 pm

Main Room

The future of citizen engagement – empowering public sector with AI agents

Jay Dudley

Regional Lead: Local Government Salesforce

Jezz Lister

Regional Account Director - Healthcare Salesforce

12:05 pm - 12:20 pm

Main Room

Sponsor presentation – Sabio Group

12:20 pm - 1:00 pm

Main Room

Networking lunch

1:05 pm - 1:35 pm

Main Room

Interactive discussion - Digital inclusion in action: overcoming barriers and designing for all

Verity Hislop

Senior Project Manager Digital Office for Scottish Local Government

Elizabeth Anderson

Chief Executive Digital Poverty Alliance

1:40 pm - 2:30 pm

Main Room

Networking and business meetings

2:35 pm - 3:05 pm

Main Room

Panel discussion: Building an integrated digital government

Kevin Taylor

Senior IT Manager Suffolk County Council

Mark Durkee

Head of Data and Technology, Responsible Tech Adoption Unit Department for Science, Innovation and Technology

3:45 pm - 4:00 pm

Main Room

Reflections and next actions/commitments

4:00 pm - 5:00 pm

Main Room

Networking drinks reception

3:10 pm - 3:40 pm

Focus Group 1

AI and data: enabling intelligent public services

Eilidh McLaughlin

Chief Analyst (deputy Director of Data Science, Analysis and Economics)
Cabinet Office

Head of Digital Experience and Insight
Imperial War Museums

Director of Customer Experience
Surrey County Council

Head of Service Design
Civica

Deputy Director, Digital Ethics, Inclusion and Assurance
Scottish Government

Head of Digital, Data and Operations
West of England Combined Authority

Chief Executive
Digital Poverty Alliance

Lead Consultant
StableLogic

Regional Lead: Local Government
Salesforce

Regional Account Director - Healthcare
Salesforce

Senior Project Manager
Digital Office for Scottish Local Government

Chief Executive
Digital Poverty Alliance

Senior IT Manager
Suffolk County Council

Head of Data and Technology, Responsible Tech Adoption Unit
Department for Science, Innovation and Technology

Deputy Director, Digital Ethics, Inclusion and Assurance
Scottish Government

Head of Data and Technology, Responsible Tech Adoption Unit
Department for Science, Innovation and Technology