The Westin London City
60 Upper Thames Street, London
EC4V 3AD United Kingdom


12:00 - 13:00: Arrival & Networking

Arrive at the Westin Ballroom Foyer and enjoy some refreshments while networking with attendees and stopping by the booths.

13:00 - 13:15: Welcome to SugarConnected

Location: Westin Ballroom

Speaker: James Frampton, SVP & GM of EMEA, SugarCRM 

13:15 - 14:00: The Race to Customer-Centricity

Join Adrian Swinscoe (author of Punk CX and Punk XL) as he examines what it takes to be customer centric – and why it is such an important topic for businesses in 2022. He will also cast an eye over some of the emerging CX (customer experience) trends in the market as well as highlighting some real-world examples of CX done right.

Speaker: Adrian Swinscoe, Author & CX Consultant, CX Punk 

14:00 - 14:45: Panel Discussion: How to Ensure Success Within Your Organisation Using Sugar

Join Adrian Swinscoe and Lizzie Heywood as they discuss with Gayle Richardson from Juniper and Andrew Ord from Rightmove how both organisations are ensuring success using Sugar, how they support adoption and how the platform promotes growth. 

Speakers: Adrian Swinscoe, CX Punk, Lizzie Heywood, SugarCRM, Gayle Richardson, Juniper Education & Andrew Ord, Rightmove

14:45 - 15:15: Break

Take a brief break in the Ballroom for refreshments and snacks.

15:15 - 16:00: What’s New? What’s Next? Future Direction & Innovation Highlights of SugarCRM

Hear about key technology trends and major business challenges that impact your sales, marketing, and service teams. Understand SugarCRM’s future direction and how we envision helping your organisation thrive today and tomorrow. Learn about recent innovation highlights, see the latest key capabilities in action, and get a preview of future developments. 

Speakers: Volker Hildebrand, SVP, Product Marketing, SugarCRM & Zac Sprackett, Chief Product Officer, SugarCRM 

16:00 - 16:30: Customer Interview: Use Case | Asendia Management

Join Charlotte Mouls, Customer Success Manager at SugarCRM together with David-Alexandre Krupa from Asendia Management as they exchange about user adoption and the business value Sugar brings to their business from process optimisation to positive impact on sales and more. 

Speakers: Charlotte Mouls, SugarCRM & David-Alexandre Krupa, Sales Excellence Manager, Asendia Management

16:30 - 16:35: Closing Thoughts

Speaker: James Frampton, SVP & GM of EMEA, SugarCRM

16:35 - 17:30: Networking Reception

Join us in the Westin Ballroom Foyer for networking and stop by the booths while enjoying hors d’oeuvres and cocktails. 


James Frampton SVP and GM, EMEA, SugarCRM
As SVP and GM, EMEA, James is a veteran of the technology arena, with over 23 years of ERP, CRM and IT Service Management experience. At Sugar, he is responsible for overseeing all aspects of sales, marketing, and service for the region. His most recent role was at Saba, a leading talent management company, where he was a spearheading the Go-To-Market functions across the EMEA region. While there, he was also a key member of the leadership team integrating two major acquisitions, with the business seeing growth from 80 to 500+ employees. 
Throughout his career, James has been the executive sponsor for deployments of and has witnessed firsthand the frustration in his own teams due to complexity and a lack of usability. As a result, he is passionate about evangelizing Sugar’s next-generation CX capabilities that create customers for life. 
Adrian Swinscoe Author & CX Consultant, CX Punk
Adrian Swinscoe is a best-selling author, Forbes contributor, speaker, advisor, and aspirant CX Punk. He has been helping develop customer-focused large and small businesses for over 25 years. His clients have included well-known brands such as Apple, ING, Sky, Philips, Intercontinental Hotel Group, Harper Collins and Microsoft. For the last 12 years, Adrian has been researching and observing what companies that produce excellent outcomes for their customers are repeatedly doing.  
Volker Hildebrand SVP, Product Marketing, SugarCRM
Volker heads up Global Product Marketing at SugarCRM. He has an extensive background of 20+ years in CRM, ECommerce & CX and held senior leadership roles in product marketing, product management, and product strategy. He has a proven track record of shaping product visions and taking products to market leadership.  He is a renowned customer experience thought leader, a board advisor & start-up mentor, and co-author of “The Customer Experience Edge”.  
Zac Sprackett CPO, SugarCRM
Zac leads SugarCRM’s globally distributed product management, user experience, and engineering organizations. He is responsible for defining the product vision and strategy of the Sugar platform and for the execution of that strategy. He has over 25 years of experience in technology companies having held a variety of leadership roles. 
Previously, Zac served as Senior Vice President of Product, where he drove the strategic vision for the Sugar platform. Before SugarCRM, Zac held management positions at Geeknet, Mitel, VA Linux Systems and Corel Computer Corp. 
Lizzie Heywood Customer Success Manager, SugarCRM
I have been part of the Sugar family for just over 2 years.  I work with our customers based out of the UK and Ireland.   I have been fortunate to have worked in a customer success role supporting customers for over 9 years. I am driven by intrigue, always eager to know how and why our customers use our SugarCRM solutions, this is so important to me as it provides the knowledge and foundation to work closely together to strive for improvement and most importantly staying on track to support in aligning and exceeding business strategies.   
My spare time is spent chasing around, and exploring the world with my two gorgeous boys, reading and partial to a bit of clay pigeon shooting.    
Charlotte Mouls Customer Success Manager, SugarCRM
Charlotte is working as a Customer Success Manager for France and Benelux. Before joining SugarCRM Charlotte worked for a software company for 5 years in what was principally a customer success role. Her mission is supporting and understanding customers use of the SugarCRM platform, helping adding value to businesses and optimizing user adoption.
David-Alexandre Krupa Sales Excellence Manager, Asendia Management
David-Alexandre Krupa has been with Asendia Management SAS  since the creation of the company in 2012 and oversees sales training and CRM. Asendia had been a Sugar CRM customer since 2014. David has 25 years in the postal industry, is 46 years old and is married with one child.   
Gayle Richardson CRM Manager, Juniper
Juniper has been using Sugar (Market & Sell) for 18 months and Gayle has been with Juniper for 17 months and is the CRM Manager. She also has responsibility for data protection. Her background is in data and systems management in Policing. She lives on the beautiful, remote west coast of Scotland.
Andrew Ord Rightmove PLC
Andrew Ord is a Product Owner for FTSE 100 company Rightmove PLC. For the past 10 years he has worked with sales, CX, marketing and technical product teams to deliver revenue and sentiment objectives through a blend of building and buying software. 
Most recently leading product selection, integration and implementation of Rightmove’s sales and marketing CRM’s. 


Getting to the Westin London City Hotel

Distance to The Westin London City: 

  • Airport Information 
    • Heathrow Airport (LHR) 14.4 km E 
    • London City Airport (LCY) 7.9 km W 
    • Gatwick Airport (LGW) 49.6 km NE 
  • Other Transport 
    • Underground Station 
      • Cannon Street 0.2 km E from hotel 
      • Mansion House 0.2 km N from hotel 
    • Train Station 
      • London Blackfriars 0.4 km SW from hotel 
      • London Cannon Street 0.2 km E from hotel 
  • Parking 
    • Off-site parking, fee: 3.95 GBP hourly, 34.95 GBP daily

The Neighbourhood

Explore the city of London’s top landmarks from your hotel.