Main Conference Day Two
8:00 am - 9:05 am Welcome, registration and refreshments
9:05 am - 9:15 am Chair's opening remarks and recap
9:15 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 KrásnohorskáInnovation Expert
Tomáš GrünwaldInnovation Expert
T-Mobile Czech Republic a.s.
11:00 am - 11:30 am Morning networking break
11:30 am - 12:00 pm Driving increased loyalty through compelling customer journeys
Digital customer service requires an internal shift to enhance the connectivity of your organisation internally
How do increased investments into the workforce help drive customers to your digital CX service?
How can transparent communications channels help drive your CX offerings, and how does this transparency translate directly to the customer?
Arild HuagenHead of Design & Projects
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
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 OdenhovenGlobal Director Operations
12:30 pm - 1:00 pm A disruptive customer service model in the 4th industrial revolution
Driving towards implementing an omnichannel experience has pushed many to innovate
How can you maximise digital engagement by adjusting channels to best retain existing customers and open future
What new technologies are there on offer, and how can you ensure that they make your customers lives better?
Frederic GauGlobal Brand Development Director
A:T Fox, the AD&T Group
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
- 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 WalkerRemote Working Consultant & Digital Product Director
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 GattCustomer Experience Manager
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 MiličevićCustomer Experience Management Expert
4:30 pm - 5:00 pm Live Chat Summary Session – CEM AMA
An opportunity to wind-down, reflect on learnings, create next-steps and follow up activities and consolidate learnings
throughout the last two days.
This session will look at the tangible takeaways from today and the previous day, and call on your input to help form the basis for the post event report, to be shared with all attendees following the conference.