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 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 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 HaugenHead 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 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
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
- 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