Conference Day One - 19 January, 2021 (Timings in GMT)

11:25 - 11:30 CEM TELECOMS GLOBAL WELCOME


11:30 - 12:10 A DATA-DRIVEN CULTURE: EMBRACING THE USE OF DATA IN CX TRANSFORMATION

Gareth Powell - Insight & Analytics Director, TalkTalk
  • What do we mean by a data-driven culture and what does this look like in practice?
  • What can a data-led strategy show us about how to reduce churn and improve customer loyalty?
  • How can we create new revenue streams and diversify telco value propositions by integrating data and additional service offerings based on customer demands?
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Gareth Powell

Insight & Analytics Director
TalkTalk

12:10 - 12:50 CASE STUDY WITH VODAFONE AND ONEPIN: PROVEN STRATEGIES TO INCREASE DIGITAL USER ENGAGEMENT AND SPARK BASE REVENUE GROWTH

Doğu Kir - Head of Growth – Base Management Lead, Vodafone Turkey
Andrea Goodwin - Vice President, Products & Marketing, OnePIN
  • Discover how to achieve customer engagement rates exceeding 80% 
  • Drive uptake rates 20X greater than those achieved using an over-the-top app or social feeds 
  • Learn how to reach the unreachable subscriber 
  • Improve engagement results using data driven clues – A brief “how to” case study 
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Doğu Kir

Head of Growth – Base Management Lead
Vodafone Turkey

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Andrea Goodwin

Vice President, Products & Marketing
OnePIN

12:50 - 13:10 SHORT CONTENT BREAK


  • How great a role should data play in a transformation strategy? 
  • What competitive advantages can be leveraged by establishing an ‘analytics-first’ culture and how can AI and intelligent automation help us accomplish this?
  • What issues are operators facing in regards to customer data regulations and what strategies can be implemented to compliantly communicate with customers?
  • With the emergence of 5G, IoT and AI, what do we predict for the future of telecoms and how it will impact the customer?
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Dave Bukovinsky

Executive Director – Product Management
CSG

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Nirali Patel

Director of Data & Analytics
Openreach

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Sinem Yuksel

Customer Experience Director
Turkcell

14:10 - 14:50 BRINGING YOUR 2021 CHANNEL STRATEGY TO LIFE

Will Gibson - VP, Sales & Marketing, Maplewave

COVID-19 has changed everything - that means telcos must change everything too. Faced with evolving consumer preferences, new retail pressures, and the need to quickly expand their digital presence, telcos must go back to the drawing board and re-imagine their channel strategy.


  • The four types of pandemic shoppers and how to serve them
  • Which channels you need this year, and the ones you don’t
  • Finding savings and efficiencies to fund your new channel strategy
  • Four digital solutions you should invest in this year
  • Creating a compelling retail experience under challenging circumstances
  • Two important sources of new revenue
  • How platforms make it all possible
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Will Gibson

VP, Sales & Marketing
Maplewave

14:50 - 15:10 SHORT CONTENT BREAK


Exceeding customer expectations is what provides the wow factor. While digitally-born companies have established that standard, they’ve made it all the more difficult for Telco’s to match, let alone exceed it. But the strategic question for Telco’s continues to be ‘what’s the next growth engine?’ Diversifying the Telco value proposition beyond voice and data services is essential, but understanding where to diversify and how to deliver value in typically unfamiliar territory is informed by what customers want. A good understanding of customer needs guides us on choosing the big bets; and a good understanding of their expectations maximises the chances of success.


  • Reinventing the telco customer experience: what does it mean to be a digital operator?
  • How is innovation and disruptive technology shaping what our customers really want?
  • How confident are we of matching and exceeding customer demand?
  • Are our delivery structures customer-friendly?
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Christian Pedak

CEO
LAMIE direkt

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Sandra De Zoysa

Group Chief Customer Officer
Dialog Axiata PLC

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Mila Milenković

Head of Digital Innovation & Applications
Telekom Srbja

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Vaughn Van Bosch

Head of Digital Transformation
Celcom Axiata Berhad


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Linda Sessa

Senior Director of Digital Transformation
Liberty Latin America

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Aravind Parthasarathy

COO - Solutions Lead
Prodapt

16:50 - 17:30 BUILDING DIGITAL PLATFORMS AND EXPERIENCES TO MAXIMISE CUSTOMERS’ LIFETIME VALUE

Jyri Suvela - Chief Commercial Officer, Telia Inmics-Nebula Oy
  • Engaging customers in digital time with the right service through the right channel, when it matters most
  • Harnessing the power of connected intelligence to build a thorough understanding of customers - what they want, what they need and what they find valuable
  • Delivering ultra-personalised customer experiences and contextualised offerings based on this customer understanding
  • Utilising AI & automation to make sense of the massive amounts of network and customer data and turn insights into immediate, even predictive action
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Jyri Suvela

Chief Commercial Officer
Telia Inmics-Nebula Oy

17:30 - 17:30 CHAIR’S CLOSING THOUGHTS