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

Conference Day One

8:00 - 8:45 REGISTRATION AND WELCOME COFFEE

8:40 - 8:45 IQPC WELCOME AND CHAIR INTRODUCTION


8:45 - 9:15 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

9:15 - 9:45 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.
Robert Hackl, SVP of Headset Leasing and Insurance at Sprint

Robert Hackl

SVP of Headset Leasing and Insurance
Sprint

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 Enterprise CX at Vodafone

Katy Pearce

Head of Enterprise CX
Vodafone

Michael Dmitrichenko, Chief Customer Officer at Volia

Michael Dmitrichenko

Chief Customer Officer
Volia

Hari Sivasubramaniam, CTO of International Networks at Liquid Telecommunications

Hari Sivasubramaniam

CTO of International Networks
Liquid Telecommunications

10:30 - 11:00 MORNING BREAK


11:00 - 11:30 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

11:30 - 12:00 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

12:00 - 12:30 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

12:30 - 13:30 AFTERNOON BREAK AND NETWORKING LUNCH


13:30 - 14:30 INTERACTIVE DISCUSSION GROUPS

1.       What can the expansion in to 5G and IoT bring and where should we focus our attention?
2.       How can telecoms engage with new customers and reach new audiences?
3.       What are your customers preferred channels and how should we communicate with them on it?
4.       Is our obsession with data a help or a hindrance? Should we just go back to basics?
5.       How to increase ARPU and reduce churn: What does best practice look like?
6.       How can we empower our front line workforce to deliver wow experiences?

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

14:30 - 15:00 REINVENTING THE TELCO: HOW TO MOVE BEYOND VOICE AND DATA SERVICES
REINVENTING THE TELCO: HOW TO MOVE BEYOND VOICE AND DATA SERVICES
While telcos must first look at digitizing the core business, it is becoming equally as important to explore new business models and revenue streams beyond voice and data services. 
So how can telcos reinvent what they do, and what implications does this have for the customer? Durdana Achakzai will discuss how to understand your customers’ pain points to incrementally refine the telco proposition, and deliver this to the customer in a human centric way.

Durdana Achakzai, Group Director of Digital at Vodafone

Durdana Achakzai

Group Director of Digital
Vodafone

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

15:00 - 15:30 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

14:30 - 15:00 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

15:00 - 15:30 HOW TO STEER YOUR ORGANIZATION TO TRULY EMRACE DIGITAL TRANSFORMATION: PERSPECTIVES OF A SOUTH ASIAN TELCO
·         What are the pain points and challenges when moving into new digital territory?
·         How can you overcome these challenges?
·         What strategies are there in place for supporting a business case when seeking investment / management buy-in for digital?
·         What does the future look like beyond the transformation? 
Mahinda Herath, Group Chief Planning & Digital Officer at Sri Lanka Telecom

Mahinda Herath

Group Chief Planning & Digital Officer
Sri Lanka Telecom

15:30 - 16:00 AFTERNOON BREAK AND NETWORKING

16:00 - 16:30 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

16:30 - 17:00 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

·         What issues are operators facing in regards to customer data regulations?
·         What strategies can be implemented to compliantly communicate with customers?
·         Hear the various perspectives of different operators across the globe
Bernard Szederkenyi, VP, Customer Experience & Digital Evolution at Koodo Mobile

Bernard Szederkenyi

VP, Customer Experience & Digital Evolution
Koodo Mobile

NRKS Chakravarthy, VP – Quality, Customer Insights & Analytics at Reliance Jio

NRKS Chakravarthy

VP – Quality, Customer Insights & Analytics
Reliance Jio

Geoff Pritchard, Head of Data Strategy at giffgaff

Geoff Pritchard

Head of Data Strategy
giffgaff

17:45 - 18:45 CHAIR’S CLOSING THOUGHTS & NETWORKING DRINKS

19:00 - 21:30 CEM IN TELECOMS GLOBAL AWARDS EVENING

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