Customer experience expert headlines Ripples' annual winter franchise conference

Luxury bathroom franchise Ripples brought together its nationwide network of showroom owners for its annual winter conference, held on 6th - 7th November 2025 at Bowood Hotel & Resort in Wiltshire.

The 2-day event was a mix of learning, collaboration and celebration, offering franchisees the opportunity to connect, share best practice and discuss the future of the brand.

With an agenda covering finance, marketing and sales, the conference provided a forum for the Ripples head office team to share updates for the year ahead, while also spotlighting success stories from across the Ripples network. Franchisees took to the stage to share how they’ve driven growth in their own businesses, from local marketing innovation to operational excellence and customer service.

A highlight of the event was a keynote presentation from VIP guest speaker Peter Cross, the customer experience expert, author and former customer experience director at John Lewis. Previously, Cross worked alongside Mary Portas OBE as her business partner. Drawing on insights from his new book It Starts with the Customer, he delivered a captivating session exploring how to serve customers to the highest level in an ever-changing world.

“Our annual conference is always a real highlight of the year,” said Paul Crow, CEO of Ripples. “It’s a chance for us to bring together the talented people who make Ripples what it is – our franchisees. We’re so proud of the energy, creativity and passion they bring to their businesses every day. Having someone of Peter Cross’s calibre join us this year was a real privilege; his insights into customer experience were invaluable and left everyone feeling inspired. The conference gives us all an opportunity to share ideas, celebrate achievements and, just as importantly, have a bit of fun along the way.”