CONFERENCE DAY TWO
8:00 am - 9:00 am REGISTRATION AND WELCOME COFFEE
9:00 am - 9:15 am DAY TWO OPENING REMARKSIngrid Lindberg - Founder and Chief Experience Officer, Chief Customer
9:15 am - 9:45 am DESIGNING FOR OMNICHANNEL IN THE 5G WORLDJulia Murphy - Head of Interaction Design, Verizon
It appears the market is ready to embrace 5G. According to Deloitte’s 2018 Global Mobile Consumer Survey (US edition), 60% of respondents indicated that 5G is now “important” to them. Among those who use their smartphones to watch video content weekly, that interest level rises above 80%.
With consumers waiting with anticipation and operators working head on to roll out 5G, we are all looking forward to what possibilities this technology will bring to operators and daily consumer lives. How do we tie 5G into our existing E2E customer journey: starting with customers learning about a product or feature through the ordering experience, set up and on-boarding, to account, care and support?
This session will cover:
· Keeping the customer engaged with personalized experiences and guiding them with the best possible information
· Connecting the dots for your customers at every possible touch point in an even more data heavy environment
· Designing with customer transparency front of mind
Julia MurphyHead of Interaction Design
9:45 am - 10:30 am BENCHMARKING SESSION: THE ART OF PRODUCT RENOVATIONS. A GUIDE FOR CORPORATE SUCCESS IN AN OVERSATURATED WORLDRobert Hackl - SVP, Handset Leasing & Insurance Business, Sprint
About 95 percent of new products fail. The problem: outdated thinking about product positioning. But why even take the enormous risk of creating something new when the answer already sits on your shelf? What if merely transforming an existing product, with better-executed market positioning, and revitalized emphasis on the customer’s needs was all that was necessary for a successful premiere in the marketplace?
In this inspiring talk, keynote speaker and Sprint SVP Robert Hackl will share how Sprint was able to take the ordinary and make it extraordinary from the seemingly obvious.
• Why “customer first” is more than lip service
• How to think differently about positioning your product
• And the real steps anyone can take to transform an existing product into a “new” product
Robert HacklSVP, Handset Leasing & Insurance Business
10:30 am - 11:00 am ASK THE EXPERT SESSION: “CX TECH IMPLEMENTATION: THE DEVIL IS IN THE DETAIL”Kevin O'Brien - VP, Application Development, Comcast
Implementing, moving, and using a new technology involves a lot of work with many decisions to make. What is the best place to start? When should you seek help? How do you recover from a failure?
We asked Kevin O’Brien to share a list of CX tech implementation best practices and standards adopted through the process. The rest is in your hands with the open floor for questions!
Kevin O'BrienVP, Application Development
11:00 am - 11:30 am MORNING BREAK
11:30 am - 12:00 pm BECOMING A CUSTOMER-OBSESSED ORGANIZATIONShiri Yitzhaki - Product Marketing Manager, Amdocs Optima
In a fast-paced, hyper-connected world, your customers expect to enjoy the same experience they have become accustomed to by the big digital players. But delivering a purely digital experience starts with a journey whose strategy must focus equally on the front and back ends. In this session, we will explore what ‘digital experience’ really means and provide tips for assessing how your market peers’ progress along this journey compares with your own.
Shiri YitzhakiProduct Marketing Manager
12:00 pm - 12:30 pm NETWORK INNOVATION AND 5G FROM PUBLIC POLICY PERSPECTIVEGerry Connolly - Congressman, US House of Representatives (D-VA 11th District)
This session will address network innovation and data security from a perspective of constituents, rather than consumers. How is the state safeguarding the public and driving security in the CX lifecycle, given the rising concerns? Should the government exert more pressure on technology firms that pose concerns? How do we encourage the once vibrant ecosystem of American companies that formerly went toe-to-toe with the likes of Nokia and Ericsson?
Find out more about:
· Current plans and initiatives around constituents’ data protection
· A word of advice for telco providers on what to be mindful of in the near future
· And finally, how operators can work with the state to ensure their customers’ security comes first
US House of Representatives (D-VA 11th District)
12:30 pm - 1:15 pm INTERVIEW: "HOW DO WE MAINTAIN TRUST AND INTEGRITY AS PILLARS OF OUR CUSTOMER RELATIONSHIPS?"Ingrid Lindberg - Founder and Chief Experience Officer, Chief Customer
Developing a plan that prioritizes use cases and builds a single source of customer insights for these use cases is one of the most critical and ambitious goals for operators nowadays. With the rise of cloud platforms, many cases of personalization “going wrong” and media scandals of customer data misuse, consumers are growing sceptical of relationships with brands.
According to Deloitte’s 2018 Digital Media Trends Survey, 73% of all US consumers indicated they were concerned about sharing their personal data online and the potential for identify theft. In addition, 69% believe companies are not doing everything they can to protect consumers’ personal data. However, 73% said they would be more comfortable sharing their data if they had some visibility and control.
Join this interview for expert insight on how we can make telecoms regain their integrity and increase customer trust in the world driven by data. The questions we will explore will cover:
1. Increasing customer visibility over their data
2. Giving customers more control over their data
3. Demonstraiting returns of harnessing customer data
4. Any other methods to increase transparency
1:15 pm - 2:15 pm NETWORKING LUNCH
2:15 pm - 2:45 pm DEVELOPING A NEW AGILE MODEL FOR CX TO DRIVE ENTERPRISE THROUGHPUTBrian Lloyd - Head of Digital Technology & Applications, Freedom Mobile
Imran Shaikh - Director, PMO and Planning, Freedom Mobile
A case study, delivered from two complimenting perspectives on how to revamp your CX model to enable rapid development and deployment of large scale, distributed, high availability products, services and solutions.
Brian and Imran will share how they drive their teams through product launches efficiently and manage the complex customer management ecosystem. Some of the key things you will learn include tips on:
· Encouraging faster decision making and responsiveness
· Governance policies to fuel CX initiatives consistently through the organization
· Reviewing CX metrics and KPIs
· Setting operational standards
Brian LloydHead of Digital Technology & Applications
Imran ShaikhDirector, PMO and Planning
2:45 pm - 3:15 pm DRIVING THE CX CULTURE AND THE PARADIGM SHIFTRon Rout - SVP, Business Customer Service, Rogers Communication
Collaboration amongst your employees, and between departments, is the single biggest enabler of customer satisfaction, or dis-satisfaction. A lack of effective collaboration is easily visible to the customer. It shows up in the transaction itself (being passed around from department to department on the phone), in your customer surveys (“the right hand doesn’t know what the left hand is doing”), and in your internal NPS surveys.
This closing keynote will help you to establish the following key elements of CX success within your teams and get your people aligned in the same direction, empowered by the same ideal journey vision, before you tackle the discrete customer issues:
· Leadership buy-in
· Shared business objectives
· Shared performance measures
· Full understanding of other departments’ role in CX
Ron RoutSVP, Business Customer Service
3:15 pm - 3:30 pm CHAIR’S REFLECTIONS AND CLOSING REMARKSIngrid Lindberg - Founder and Chief Experience Officer, Chief Customer
3:30 pm - 4:00 pm AFTERNOON BREAK & END OF MAIN CONFERENCE
ADD-ON WORKSHOP* (*must register in advance, limited availability)
4:00 pm - 5:30 pm EMOTIONAL EXPERIENCES SELL MORE THAN DATA ALLOWANCES: HOW WILL UNDERSTANDING THE PSYCHOLOGICAL NEEDS OF YOU CUSTOMERS ATTRACT AND KEEP MORE CUSTOMERS THAN DATA OR PRICE PACKAGES?Marija Bogic - Psychologist, Innovationbubble
Neuroscience tells us that the vast majority of our decisions, including consumer decisions, are made unconsciously; yet, market research predominantly focuses on conscious consumer thinking and rational decision-making processes.
In order to be able to influence and predict consumers’ behavior, it is important to understand what truly drives them on a non-conscious level.
During this workshop you will:
· Understand what we mean by a non-conscious need
· Undertake some interactive activities to think about your own needs to illustrate the example and enhance your understanding of the above
· Reveal how those needs shape and impact customer decisions, engagement and commitment
· Evaluate what you know about customer behavior and what encourages loyalty
On our side, we will:
· Demonstrate how the hidden needs trigger loyalty more potently through creating emotional relevance
· Reveal (with help of audience exercises on cognitive bias) how the brain devotes most of its energy to emotional rather than factual information (price, data amount etc.)
· Help the audience build better strategies to engage customers on the psychological dimensions , which have been proven to have a stronger influence on customers
Within the workshop, you will also talk about segmentation and be introduced to Neopic, an online test that was developed by Innovationbubble and that helps us understand and identify customer’s needs.