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

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.
Takeaways:
  • 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 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 Huagen, Head of Design & Projects at Telenor Norway

Arild Huagen

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
Truphone

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
opportunities?
What new technologies are there on offer, and how can you ensure that they make your customers lives better?
Frederic Gau, Global Brand Development Director at A:T Fox, the AD&T Group

Frederic Gau

Global 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
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, Digital Product Director at 22 North

Gary Walker

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
Corinne Fenech, Customer Experience Manager - CX Strategy at GO plc

Corinne Fenech

Customer Experience Manager - CX Strategy
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 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.

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