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

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
Slovak Telecom


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 Human centred design thinking approach to your CX implementation

Marissa Abella Gatt - Customer Experience Manager, GO plc
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
GO plc

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

Petko Tinchev - CEO, GemSeek

 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.


Petko Tinchev


12:30 pm - 1:00 pm Innovation culture, digital transformation and the ever-changing customer experience

Slađan Miličević - Customer Experience Project Manager, Hrvatski Telekom
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 Project Manager
Hrvatski Telekom

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

3:00 pm - 3:15 pm Chair's closing thoughts and end of CEM Europe 2019