Main Conference Day One

8:00 am - 8:55 am Welcome, registration and refreshments

8:55 am - 9:00 am Chair's welcome and opening remarks

Petko Tinchev - CEO, GemSeek
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Petko Tinchev

CEO
GemSeek

9:00 am - 9:30 am KEYNOTE: Incorporating digital into your CX delivery

Gautam Borah - Vice President - Vodafone Idea LTD, Vodafone Idea
CX has increasingly become digital, as the Telecoms industry looks to streamline customer experiences
With the power of Gen C in today’s consumer culture, what is the requirement of your CEM approach? What is needed
from you to ensure loyalty and retention?
How can you best boost your digital engagements to ensure you are accessing all customer touchpoints?
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Gautam Borah

Vice President - Vodafone Idea LTD
Vodafone Idea

This session focuses on the reasons why the billing experience is so important for service providers. It discusses the 3 moments of billing experience excellence that matter most for customers: The Decision to buy a service; The Arrival of the service; and The Bills that the customer receives thereafter. You will learn how you can reduce the overall cost of running your contact centers, improve your NPS and reduce churn.


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Dr Csaba Kiss Kallo

Head of Product Mangement
Brite:Bill

10:00 am - 10:30 am Ensuring and developing a robust business case for your CX investment

Lieven Foubert - Director, Data & Insights, Telenet Group
What can you do to ensure continued stakeholder engagement, through reliable methods for measuring the business
impact and ROI
Defining clear targets and KPIs to measure success
How can you utilise data to measure and analyse the value of your CEM approach
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Lieven Foubert

Director, Data & Insights
Telenet Group

10:30 am - 11:00 am Morning networking break

11:00 am - 11:30 am How can Telco's tackle the biggest mistake in churn management

Tom Stenius - Chief Product Officer, Wiraya
  • What are the benefits of pure messaging customer handling for both the customer and the operator?
  • How does this process affect your current operating costs – is it the slow death of your call centres?


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Tom Stenius

Chief Product Officer
Wiraya

11:30 am - 12:00 pm Building better customer relationships, one interaction at a time

Kamila Rubaninska - EMEA Director of Operations, Global Service Experience, AT&T
The age of conversational commerce is here, and the right communications technology tools are key to providing
customers with more meaningful interactions at every touch point.
As cloud-based APIs evolve and play a larger role in reshaping the customer experience, these tools are allowing
companies to ensure that customers have the best possible experience from the point of sale through the entire customer
lifecycle, without sacrificing that human touch.
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Kamila Rubaninska

EMEA Director of Operations, Global Service Experience
AT&T

12:00 pm - 1:15 pm Lunch

AI has transformed the way the customer is able to interact with the operator, and vice versa
What benefits does automation offer to the operator when looking at CX delivery?
How can AI help streamline the experience and nurture your customers to ensure the highest quality service?
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Francois Bourquin

Chief Digital Officer
Pentagon Studio Digital

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Lieven Foubert

Director, Data & Insights
Telenet Group

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Gautam Borah

Vice President - Vodafone Idea LTD
Vodafone Idea

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Kamila Rubaninska

EMEA Director of Operations, Global Service Experience
AT&T

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Leslie Cottenje

Chief Executive Officer
Hello Customer

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Chanice Henry

Editor-in-Chief
CX Network

2:30 pm - 3:00 pm INDEPENDENT DISCUSSION GROUPS

Simply choose the table that interests you most, and after 45mins of discussions each table will elect a spokesperson to
feedback to the wider group, before being collectively summarised by the chair. Please note that these sessions require
early registration:
  • CSP’s in 2025: Data facilitators or customer relationship owners?
  • Implementing a truly omni-digital customer approach
  • Boosting customer engagement offerings through innovative digital touch-points
  • Aligning customer experience with employee experience

3:00 pm - 3:30 pm Afternoon networking break

3:30 pm - 4:00 pm Linking churn and customer feedback – develop your customer retention strategy with the right CX technology

Leslie Cottenje - Chief Executive Officer, Hello Customer
> What can you do to fully listen and understand your customers? Do you know why they buy from you or a competitor?
> Customer retention is key, do you have enough customer feedback to make informed decisions to create the right experience?
How can you achieve revenue optimisation from customer experience with the right technology?


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Leslie Cottenje

Chief Executive Officer
Hello Customer

4:00 pm - 4:30 pm Creating a truly customer-driven telco through design methods

Arild Haugen - Head of Design & Projects, Telenor Norway
Customer-centricity and customer-driven are popular buzz-words these days. We interpret these terms differently and have various means to achieve it. But what does customer-driven really mean? And how can we fundamentally transform our thinking and behavior into being truly customer-driven organisations?
 
Telenor will share its 10-year journey to develop a design-based approach to it’s development activities. An essential element is how the designers’ role has evolved into being a driving force for a fundamental transformation of the company.
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Arild Haugen

Head of Design & Projects
Telenor Norway

4:30 pm - 5:00 pm Make it happen – Strategies for inspiring loyalty through customer experience lifecycle management

Branimir Spajic - Director, Customer Experience Management, Hrvatski Telekom
Fostering customer loyalty is done through a personalised and active CX strategy
How do we CX strategy is designed with customer retention in mind?
What technologies and innovations are there to best drive increased loyalty from your customers?
Branimir Spajic, Director, Customer Experience Management, Hrvastski Telekom
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Branimir Spajic

Director, Customer Experience Management
Hrvatski Telekom

5:00 pm - 5:15 pm Chair's closing thoughts

Petko Tinchev - CEO, GemSeek
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Petko Tinchev

CEO
GemSeek