Conference Day Two

8:15 - 9:00 REGISTRATION AND WELCOME COFFEE

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Ingrid Lindberg

Chief Experience Officer
Chief Customer

9:15 - 9:45 INTEGRATING SOCIAL PURPOSE WITHIN THE TELCO CUSTOMER EXPERIENCE

Iris Meijer - CMO, Vodafone Business
·         Technology is more than just a convenience – it’s a means to gain greater control and independence.
·         How can Telcos harness the power of technology, connectivity and innovation to improve health, education, environmental protection and social mobility?
·         Hear about Vodafone’s Digital Society project, which is paving the way to a more accessible future for those who need support in a digital world
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Iris Meijer

CMO
Vodafone Business

9:45 - 10:15 CX TRANSFORMATION POWERED BY AI AND ANALYTICS

Richard McCrossan - Strategic Business Director, Genesys
There’s no denying that customer demands are rising. And quickly. So when it comes to the tricky matter of transformation in the telecoms industry, we’ve gone past if we need to provide better experiences, to how. To find out, join Genesys as they share how they help telecoms businesses capture the hearts and loyalty of customers. Discover how to turn your agents into super heroes by introducing AI-powered forecasting, predictive routing and interaction analytics.
 
The session will explore how you can use contact centre data and artificial intelligence to:
 
*             Analyse and improve agent performance
*             Extract meaningful business insights
*             Quickly adapt to changing customer needs
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Richard McCrossan

Strategic Business Director
Genesys

When attempting that all important digital transformation, what inhibitors exist - across various business functions - to achieve success, and what can be done to overcome these? Other questions that will be explored include:
 
·         How to manage the cultural changes? Are different types of CX employee needed?
·         While it may be chaotic in the beginning, how can this be maintained and how do you manage a full organization in chaos mode
·         What are the key levers to drive success in a digital transformation? 
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Mila Milenković

Head of Digital Innovation & Applications
Telekom Srbja

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Shanti Jusnita Johari

Chief Customer Service & Experience Officer
Celcom Axiata Berhad

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Regina Urbani

Director Digital Business
Sunrise Communications

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Sadia Khuram

Chief CX Officer
Jazz

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Dr Ker Ling Yew

Vice President Operational Excellence
Singtel

11:00 - 11:30 MORNING BREAK AND NETWORKING

11:30 - 12:00 TECH IS THE ENABLER, PEOPLE MAKE THE DIFFERENCE: AN INVESTMENT IN PEOPLE IS AN INVESTMENT IN CUSTOMER LOYALTY

Phil Eayres - Chief Customer Officer & Interim CEO Full Fibre, TalkTalk
·         In an age of ever increasing digital transformation, it is becoming equally important that telecom operators match the back end innovations with front end expertise.
·         What role will people play in this innovative new CX era?
·         How much investment is needed and what does success look like?
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Phil Eayres

Chief Customer Officer & Interim CEO Full Fibre
TalkTalk

12:00 - 12:30 WHY CX IS THE FUTURE OF TELCO

Fabian Metz - Head of Business Development, solvatio
  • The 5 main categories of CX and why
  • Networks vs. CX – what the customer really wants
  • CX leverage: the laws of emotion
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Fabian Metz

Head of Business Development
solvatio

12:30 - 13:00 A FUNDAMENTAL TRANSFORMATION TOWARDS CUSTOMER-CENTRICITY

Arild Haugen - Head of Design & Projects, Telenor
Customer-centricity and customer-driven are popular buzz-words these days. We interpret these terms differently and have various means to achieve it. But what does customer-driven really mean? And how can we fundamentally transform our thinking and behavior into being truly customer-driven organisations?

Telenor will share its 10-year journey to develop a design-based approach to its development activities. An essential element is how the designers’ role has evolved into being a driving force for a fundamental transformation of the company

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Arild Haugen

Head of Design & Projects
Telenor

13:00 - 14:00 NETWORKING LUNCH

14:00 - 14:30 DO BETTER WORK

Max Yoder - CEO, Lessonly
We do better work, we live better lives. Share before you're ready. Get more agreements. Have difficult conversations. These
are a few of the practical but profound ideas Lessonly CEO Max Yoder shares in Do Better Work. No matter your rank or role,
if you want to see more understanding, accountability, and progress on your team, these stories and examples will be for you.
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Max Yoder

CEO
Lessonly

·         Employee Experience has never been more important to enable differentiation and elevation of Customer Experience
·         New ideas  -  Voice of the Customer linked to Voice of the Employee help prioritization of improvement initiatives
·         Connecting employees and customers in new ways including digital, through robotics, and face to face are areas to create new opportunities
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Ron Rout

SVP, Customer Service Operations
Rogers Communication

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Shanna Pedersen

Head of Customer and Sales Experience, Enterprise
BT

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Chanice Henry

Editor-in-Chief
CX Network

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Dan Morley

SVP Performance
Amplifire

15:15 - 15:30 CHAIR’S CLOSING THOUGHTS

Ingrid Lindberg - Chief Experience Officer, Chief Customer
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Ingrid Lindberg

Chief Experience Officer
Chief Customer