27-29 January
Novotel London West, London, United Kingdom

Conference Day One

8:00 - 8:30 REGISTRATION AND WELCOME COFFEE

8:30 - 8:35 IQPC WELCOME AND CHAIR INTRODUCTION


8:35 - 8:50 UPGRADING YOUR CUSTOMER EXPERIENCE: A CROSS INDUSTRY PERSPECTIVE

What’s going on in the CX world as a whole? In this introductory session you’ll hear trends and updates on what retailers, financial institutions and hospitality companies are doing out of the box in their quest to deliver memorable experiences to their customers.

Ingrid Lindberg, Chief Experience Officer at Chief Customer

Ingrid Lindberg

Chief Experience Officer
Chief Customer

8:50 - 9:20 DISCOVERING YOUR COMPANY’S KILLER FEATURE THAT CHANGES EVERYTHING

Each year, over 30,000 new consumer products launch worldwide. Some may view this as a sign of vibrancy and optimism, but the truth is sobering. Of those 30,000 products, 95% are destined to fail.
The solution? Cut through the noise by leveraging your frontline to find your killer feature, which shifts your point of view from inward (company) to outward (consumer). This enables you to create a foundation for success.
Dr Robert Hackl, SVP Business Transformation & Analytics and Handset Financing & Insurance at Sprint

Dr Robert Hackl

SVP Business Transformation & Analytics and Handset Financing & Insurance
Sprint

9:20 - 9:50 DIGITAL CX TRANSFORMATION ENABLING ASSURANCE AND BUSINESS GROWTH IN 5G ERA

The development of new services in 5G era is an important business opportunity for operators. Digital CX for 5G service does not upgrade simply along with 4G, but something break in the perspective of methods, goals, etc. Digital CX transformation is urgent since CX is becoming a mandatory in 5G era, and 5G comes right now.

·           In 5G era, how the new services such as one of the killer application Cloud AR/VR an Immersive & Rendering Application, to be measured truly to reflect end-user perception for assurance?
·           Knowing how to use the distinctive advantages of CX in 5G to support new service innovation and accelerate digital CX transformation.
·           Join Huawei to learn how to enable operators' 5G digital experience operation and ecosystem cooperation to drive business growth.
Kiu Ki (Keith) Tung, Principal CEM/SOC Consultant, Global Services at Huawei Technologies Co., Ltd.

Kiu Ki (Keith) Tung

Principal CEM/SOC Consultant, Global Services
Huawei Technologies Co., Ltd.

When operators have to manage customers across various channels, platforms and screens, from offering wireless network coverage, to other OTT offerings, there can often be a disconnect when it comes to providing that seamless customer experience. Multiple touchpoints provide multiple opportunities for going above and beyond your customers’ expectations, but when it goes wrong, it can have serious implications for the satisfaction and loyalty of your customers. 
 
·         What strategies, solutions, and insights can be learned to truly maximise consistent, multi-leveled customer experience?
·         What mistakes and fracture points can be avoided?
·         How can you apply these to your day-to-day CX initiatives to try and alleviate some of these challenges?
Suman Kargupta, Head of Customer Experience at Jio

Suman Kargupta

Head of Customer Experience
Jio

Katy Pearce, Head of CX at Vodafone Business

Katy Pearce

Head of CX
Vodafone Business

Michael Dmitrichenko, Chief Customer Officer at Volia

Michael Dmitrichenko

Chief Customer Officer
Volia

Branimir Spajić, Director, Customer Experience Management at Hrvatski Telekom

Branimir Spajić

Director, Customer Experience Management
Hrvatski Telekom

Juan Manuel Caro Bernat, Director of Operations & Customer Experience at Telefónica

Juan Manuel Caro Bernat

Director of Operations & Customer Experience
Telefónica

Hari Sivasubramaniam, CTO of International Networks at Liquid Telecommunications Ltd.

Hari Sivasubramaniam

CTO of International Networks
Liquid Telecommunications Ltd.

10:35 - 11:05 MORNING BREAK


11:05 - 11:35 OMNICHANNEL RE-IMAGINED: THE 42 CUSTOMER JOURNEYS TELCOS NEED RIGHT NOW

You have an omni-channel problem – but so does every other telco in the world. Facing limited journeys and disconnected channels, today’s customers aren’t getting the seamless experience they’re looking for.
·         It’s time to re-imagine omni-channel so customers can transact from anywhere, at any time - and move seamlessly between channels.
·         Join us while we examine who your customers are
·         What are the 42 journeys that become possible for them with a Transact-Anywhere experience?
Will Gibson, Retail Business Optimisation Lead at Maplewave

Will Gibson

Retail Business Optimisation Lead
Maplewave

11:35 - 12:05 CHANGING PERCEPTIONS OF CONSUMER BEHAVIOUR AND THE GROWING ADOPTION OF MESSAGING SERVICES

In this new age of digitalisation, the technology underpinning the transformation is only one half of the story. The methods in which customers are choosing to interact with their telecom providers is also rapidly changing, and understanding this shift in customer bahaviour is as essential as everything else. The question is, how can you understand and utilize this cultural shift to make significant improvements to your customer experience?
Join Facebook and Vodafone Germany as they present a real world case study of how to use messaging services to drive customer service satisfaction, close the back door and reduce churn.
Sacha Nikita Kraft, Client Partner at Facebook

Sacha Nikita Kraft

Client Partner
Facebook

Jörg Knoop, Technology Digital Incubator at Vodafone Germany

Jörg Knoop

Technology Digital Incubator
Vodafone Germany

12:05 - 12:35 SUPERCHARGE CUSTOMER ENGAGEMENTS USING INTELLIGENT TRIGGERS

  • What if you could communicate with 100% of your customers in a fully interactive manner, on all mobile devices, without requiring a mobile application and without having to rely on the limitations of SMS, email, or USSD?
  • What if you could create contextual customer engagements based on automated triggers, without the need for deep integrations into your network?
  • What if you could achieve customer response rates 20X greater than push SMS or app push notifications?
  • What if you could drive the ROI of existing or planned CRM platform investments by initiating a new channel?
Join us to learn how mobile operators and brands can digitize and transform the ways they reach and engage mobile subscribers
Andrea Goodwin, Director, Product Management at OnePIN

Andrea Goodwin

Director, Product Management
OnePIN

12:35 - 13:05 APPLYING ARTIFICIAL INTELLIGENCE TO DRIVE CX: HOW CAN YOU KNOW YOUR CUSTOMERS AS WELL AS YOU KNOW YOUR FRIENDS?

Imagine a world where you knew exactly the right moment to reach out to each
customer; you know what matters to them, what’s bugging them, when they are ready to
upgrade or even if they’re considering leaving you. ....You already have all the signals to
to do this in your network data....and you can use AI do it in a way that embeds privacy
deep in the data. Your results —maximised margins and happier customers. This talk
tells you:

  • How can Telcos apply AI to drive CX?
  • What do you already know about your customers?
  • How can you make use of your current data goldmine in a privacy-centric way to drive customer experience?
Jonathan Lakin, CEO at Intent HQ

Jonathan Lakin

CEO
Intent HQ

13:05 - 14:05 AFTERNOON BREAK AND NETWORKING LUNCH


14:05 - 15:05 INTERACTIVE DISCUSSION GROUPS

Option 1 - IDGs running for 1 full hour with no changeover (participants will choose one group for the full 1 hour session):
 
1)       SELF-SERVICE CUSTOMER CARE APP: ONE PLATFORM FOR INCREASING REVENUES, DECREASING THE COSTS OF CUSTOMER SUPPORT AND IMPROVING CUSTOMER EXPERIENCE – Group Leader: Martina Milos, Business Development Manager,Undabot
 
2)       7 SALES PSYCHOLOGY PRINCIPLES THAT CAN HELP YOU LEAD THE FIELD IN HUMANISING YOUR DIGITAL EXPERIENCE – Group Leader: Tom Cox, Founder & CEO, 15Gifts  
 
3)       SUPPORTING CAPABILITY BUILDING TO EMPOWER TRANSFORMATION: A DATA SCIENCE CLINIC – Group Leaders: Michael Camplejohn, Manager & Antoine Gracia Victoria, Sr. Manager, Ekimetrics
 
Option 2 - IDGs running for 2 x 30 minute sessions, with a changeover in between (participants will join one group for 30 minutes and then switchover to another):
 
4)       HOW TELCOS CAN REDUCE CUSTOMER EFFORT WITH VISUAL CX AND COMPUTER VISION AI – Group Leader: Avi Rosenfeld, EVP Sales, TechSee
 
5)       HOW THE WHATSAPP BUSINESS API ENHANCES CUSTOMER ENGAGEMENT –  Group Leader: Marco Lafrentz, VP CPaaS & ICMS,tyntec

15:05 - 15:35 MEASURING CUSTOMER SUCCESS WHEN THE RULES CHANGE

Customer experience is now the product that companies have to sell.  They must compete against the best-in-class along multiple dimensions, including personalization, speed, convenience, and accuracy. 
·         Success in this new paradigm requires the ability to connect the customer and network insights and provide a connected experience throughout the customer journey
·         Join us as we explore what success looks like in delivering extraordinary customer experiences
Puneet Dhar, VP, Customer Care Solutions at Nokia

Puneet Dhar

VP, Customer Care Solutions
Nokia

15:35 - 16:05 DEVELOPING A DIGITISED SOLUTION CENTRE FOR TECHNICAL CUSTOMER SERVICE

·         Transforming an organization from classical 1st and 2nd level-structure to one touch approach with skill-based, heterogeneous self-empowering teams
·         Reducing incidents and contacts significantly with big data, automation and optimized self-services
·         Enabling  business units – from manager to call center agent – to make data-driven decisions
·         Routing incidents to the right agent based on predictive analytics to increase first-time-right rate
Deniz Demirci, Vice President at Deutsche Telekom

Deniz Demirci

Vice President
Deutsche Telekom

16:05 - 16:35 AFTERNOON BREAK AND NETWORKING

STREAM 1: Diversifying the telco business offering in the digital era

16:35 - 17:05 CHAOS IS A LADDER. BUT ONLY FOR THE CX-MINDED
It’s 2020.
We’re closer to 2050 than we are to 1990.
Gone are the days of loyalty for life.
Customer acquisition chaos has been unleashed, and new ways to eat our lunch have emerged:
eSim. 5G. Pure plays. Greenfield apps. 1-hour SIM delivery. Network test-drives.
Operators of all shapes and sizes are on the defense, but there’s a twist:
Chaos can be a ladder.
 
If aspiring operators follow a few CX principles closely, they can unlock growth.
Amdocs Optima’s quick onboarding path was designed from the ground up based on such principles, to empower you to sign-up new customers faster than your competition.
In this session, we will explore these principles and share case studies. 
Shiri Yitzhaki-Kanchuck, Product Marketing Manager at Amdocs Optima

Shiri Yitzhaki-Kanchuck

Product Marketing Manager
Amdocs Optima

STREAM 1: Diversifying the telco business offering in the digital era

17:05 - 17:35 TRANSFORMING A TELCO INTO AN ITC PROVIDER: HOW DATA CAN HELP TO ENSURE A WORLD CLASS CUSTOMER EXPERIENCE DURING THE JOURNEY
Telia is in a middle of a transformation from a traditional telco into a full scale ICT provider. The ongoing transformation took a new phase a couple years ago when Telia bought two Finnish IT companies. The new customer base and the needs that came with it challenged the whole traditional telco operating model.
  • How to ensure a unified - Telia One - customer experience in the middle of merger and transformation?
  • How to utilise technologies and data-driven modelling to serve the needs of an already existing wide customer base and how to attract new customers with the Telia ONE ICT-portfolio?
What were the challenges during the process and how well did we succeed?
Jyri Suvela, Director Service Offering, Telia Inmics-Nebula at Telia

Jyri Suvela

Director Service Offering, Telia Inmics-Nebula
Telia

STREAM 2: Building the business case and steering the transformation

16:35 - 17:05 HOW TO BUILD THE BUSINESS CASE WHEN SEEKING INVESTMENT ON DIGITAL
·         How to adapt your organization’s governance and investment in digital services
·         What other strategies exist for building digital activities?
·         What are the key success factors for getting the business case accepted by various departments (commercial, finance) and achieving executive buy-in? 
 
Yves Dubuisson, Chief Strategy Officer at Ooredoo Algerie

Yves Dubuisson

Chief Strategy Officer
Ooredoo Algerie

STREAM 2: Building the business case and steering the transformation

17:05 - 17:35 HOW TO CHAMPION YOUR CX EMPLOYEES AND TRULY ACHIEVE SERVICE CULTURE TRANSFORMATION
Keeping your CX employees happy and content in their roles, knowing that they have the skills and confidence to deliver the best experience for their customers should be at the forefront of every CX strategy. However, what can telco operators do to close the gap between technological advancement and CX employee empowerment? Rekha Weerasooriya, General Manager of Customer Experience Management and People Development at Dialog Axiata, the number one telecommunications provider in Sri Lanka, will talk about her journey to transform the entire service culture of a telecoms company that has 13 million customers and about 3,000 employees. Some of the issues Rekha will address include:
·         What can telecom operators do to increase the efficiency of their CX employees to get everyone behind the company’s CX vision?
·         How do you keep CX employees digitally relevant and able to serve the new digital customer?
·         What challenges often occur and what strategies can be applied to truly transform the CX culture from top to bottom? 
Rekha Weerasooriya, Head of Customer Experience Transformation & People Development at Dialog Axiata Plc

Rekha Weerasooriya

Head of Customer Experience Transformation & People Development
Dialog Axiata Plc

·        With automation heavily increasing the amount of more complex customer data, how can telcos maximise the potential of this data?
·        How important is a company's data strategy in relation to its CX strategy?
·        What issues are operators facing in regards to customer data regulations?
Bernard Szederkenyi, Head of Customer Experience & Digital Evolution at Koodo Mobile

Bernard Szederkenyi

Head of Customer Experience & Digital Evolution
Koodo Mobile

Geoff Pritchard, Head of Data Strategy at giffgaff

Geoff Pritchard

Head of Data Strategy
giffgaff

Mustafa Ergen, Chief Technology Adviser at Turk Telekom

Mustafa Ergen

Chief Technology Adviser
Turk Telekom

Prashantha Robertson, Deputy Chief Customer Officer at Sri Lanka Telecom

Prashantha Robertson

Deputy Chief Customer Officer
Sri Lanka Telecom

Ingrid Lindberg, Chief Experience Officer at Chief Customer

Ingrid Lindberg

Chief Experience Officer
Chief Customer

18:05 - 19:00 CHAIR’S CLOSING THOUGHTS & NETWORKING DRINKS

19:00 - 20:00 CEM IN TELECOMS GLOBAL AWARDS EVENING

An exclusive, one-of-a-kind awards evening, acknowledging the best-in-class industry leaders