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

Main Conference Day Two

8:30 am - 9:20 am Welcome, registration and refreshments

9:20 am - 9:30 am Chair's opening remarks and recap

9:30 am - 11:00 am INTERACTIVE WORKSHOP: Customer centric design thinking in Telecoms

Take a deep dive and discover the benefits design thinking - a human centered approach to innovation that draws from the
designer’s tool-kit to integrate everything, from the needs of your customer, to the opportunities for new technologies, all
amounting to continued business success.
  • Learn how creating a disruptive customer centric approach will ultimately lead to increased revenue growth and market position
  • Learn what you can do to help change customer needs into user experience to drive continued CX innovation.
Veronika Krásnohorská, Innovation Expert at Slovak Telecom

Veronika Krásnohorská

Innovation Expert
Slovak Telecom

Tomáš Grünwald, Innovation Expert at T-Mobile Czech Republic a.s.

Tomáš Grünwald

Innovation Expert
T-Mobile Czech Republic a.s.

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

11:30 am - 12:00 pm Creating a truly customer-driven telco through design methods

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.
Arild Haugen, Head of Design & Projects at Telenor Norway

Arild Haugen

Head of Design & Projects
Telenor Norway

12:00 pm - 12:30 pm Creating an omnichannel experience within Telecoms

Digital transformation has revolutionised how we approach traditional challenges, but how and why should you integrate
human interaction?
How can we drive convergence across channels to create a more efficient and personalised hub for customers?
How can data be used to help transform your CX delivery to build an omnichannel experience
Harry Odenhoven, Global Director Operations at Truphone

Harry Odenhoven

Global Director Operations

12:30 pm - 1:00 pm Predict & Prescribe: From fiction to effective customer retention and upsell initiatives

 How can you rescue your unhappy customers, increase your acquisitions through referrals and save tons of money by
reducing cost-to-serve?
 Learn how powerful predictive analytics have helped telecom provides in Europe increase the scope and precision
of retention and upsell efforts. By predicting the level of satisfaction of survey non-responders, you can now have a
complete overview of your customer base. Join the session to discover how advanced machine learning and text
analytics algorithms can serve as a powerful tool to prioritise the improvement initiatives with the highest impact. Stop
responding to metrics that describe the past, start predicting what’s next. Be the bringer of change in your organization
who transforms CX from a trendy initiative to a key driver of bottom-line growth.

1:00 pm - 2:00 pm Networking lunch break

2:00 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:
  • Designing and implementing a culture of customer centricity throughout your business
  • Engaging the team from the top down to deliver top quality CX
  • Delivering a coherent CX across complex channel combinations
  • Planning and managing sustained change in CX delivery
Gary Walker, Remote Working Consultant & Digital Product Director at 22 North

Gary Walker

Remote Working Consultant & Digital Product Director
22 North

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

3:30 pm - 4:00 pm Human centred design thinking approach to your CX implementation

CX design is about applying design’s problem solving capacity to align a business to face its customers
How can you change the internal culture to shift focus onto human centred design?
What are the key ROI’s of effective customer mapping, and plotting customer journeys
Marissa Abella Gatt, Customer Experience Manager at GO plc

Marissa Abella Gatt

Customer Experience Manager
GO plc

4:00 pm - 4:30 pm Innovation culture, digital transformation and the ever-changing customer experience

Here, Hrvatski will take us through their CX strategy measurement methodology when it comes to measuring ROI
How can we know we mapped everything from customers perspective, how to we know what really matters?
How do we estimate impact of improvement measures?
Slađan Miličević, Customer Experience Management Expert at Hrvatski Telekom

Slađan Miličević

Customer Experience Management Expert
Hrvatski Telekom

4:30 pm - 5:00 pm Chair's closing thoughts and end of CEM Europe 2019