Laxmi Patel, I’m Head of CRM Product and Planning at Virgin Media O2, where I lead the strategy, roadmap, and delivery of CRM products that drive customer engagement, retention, and commercial growth at scale. I specialise in turning data and insight into high-impact, customer-centric solutions—optimising journeys, advancing personalisation, and unlocking measurable value across the business. I’m passionate about using technology to transform customer experience and consistently push performance to the next level.