30 September - 02 October, 2019 |
Hotel Novotel Barcelona City, Barcelona, Spain

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

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

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?
Gautam Borah, VP, Customer Service at Vodafone

Gautam Borah

VP, Customer Service

9:30 am - 10:00 am Building better customer relationships, one interaction at a time

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.

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

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
Lieven Foubert, Director, Data & Insights at Telenet Group

Lieven Foubert

Director, Data & Insights
Telenet Group

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


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

12:30 pm - 1:45 pm Lunch & Learn Hosted by Amdocs

1:45 pm - 2:30 pm Panel Discussion: Driving a better customer experience through automation and AI

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?
Francois Bourquin, Chief Digital Officer at Orange

Francois Bourquin

Chief Digital Officer

2:30 pm - 3:00 pm The alignment of CVM and CEM in Telecoms

Today, effective CEM can not only be a key disruptive method, but also a great way to add extra value to the bottom line.
How can additional investments into service and operational innovation help drive the returns to the business?
How can you ensure your business case for CX is flawless?
Hassan Jaafar, Head of CRM and Customer Insights at Lebara

Hassan Jaafar

Head of CRM and Customer Insights

3:00 pm - 3:30 pm Managing data overload to get an accurate picture of CEX performance and impact

Predicting your customers’ next steps is imperative to success, and data is key to do this
With that, how can we use data to boost our digital engagement with the customer?
How can tools, such as automation and robotics to collect and utilise data to enhance your AI services?What impact does this have on the delivery of service?
Aaron Boasman-Patel, VP, AI & Customer Centricity at TM Forum

Aaron Boasman-Patel

VP, AI & Customer Centricity
TM Forum

3:30 pm - 4:00 pm Afternoon networking break

4:00 pm - 4:30 pm Innovation spotlight - CEM 2020 - Disrupt or die

Technology has not only changed the way we work, it’s levelled the competitive landscape, allowing start-ups to compete with the established larger organisations. Gary will discuss the disruptive new-comers who have forced businesses to reevaluate their strategies and ways of working.
Gary Walker, Digital Product Director at 22 North

Gary Walker

Digital Product Director
22 North

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

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
Branimir Spajic, Director, Customer Experience Management at Hrvatski Telekom

Branimir Spajic

Director, Customer Experience Management
Hrvatski Telekom

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