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

Conference Day Two

8:15 - 9:00 REGISTRATION AND WELCOME COFFEE

9:00 - 9:15 CHAIR’S OPENING REMARKS

Ingrid Lindberg, Chief Experience Officer at Chief Customer

Ingrid Lindberg

Chief Experience Officer
Chief Customer

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

·         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
Iris Meijer, CMO at Vodafone Business

Iris Meijer

CMO
Vodafone Business

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

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
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? 
Mila Milenković, Head of Digital Innovation & Applications at Telekom Srbja

Mila Milenković

Head of Digital Innovation & Applications
Telekom Srbja

Shanti Jusnita Johari, Chief Customer Service & Experience Officer at Celcom Axiata Berhad

Shanti Jusnita Johari

Chief Customer Service & Experience Officer
Celcom Axiata Berhad

Regina Urbani, Director Digital Business at Sunrise Communications

Regina Urbani

Director Digital Business
Sunrise Communications

Sadia Khuram, Chief CX Officer at Jazz

Sadia Khuram

Chief CX Officer
Jazz

Ker Ling Yew, VP Group Data Office at Singtel

Ker Ling Yew

VP Group Data Office
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

·         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?
Phil Eayres, Chief Customer Officer & Interim CEO Full Fibre at TalkTalk

Phil Eayres

Chief Customer Officer & Interim CEO Full Fibre
TalkTalk

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

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

Fabian Metz

Head of Business Development
solvatio

12:30 - 13:00 EVER WONDERED WHY YOUR CX DOESN’T LAND WITH YOUR CUSTOMERS QUITE HOW YOU ENVISIONED?

In this session you'll learn why investing in the learning experience is an investment directly in your customer's experience which can lead to explosive customer satisfaction and growth.
·         Even the best design is subject to fail without a key element that many businesses don't invest in appropriately - people!
·         Now more than ever, it's your sales and/or service Frontline who has your brand in their hands.
·         With proper investment you will see enhanced execution of your envisioned customer experience along with having more satisfied employees who stay longer. It's truly a win win!
 
Kyle Fox, Director, Care Frontline Readiness at T-Mobile USA

Kyle Fox

Director, Care Frontline Readiness
T-Mobile USA

13:00 - 14:00 NETWORKING LUNCH

·         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
Ron Rout, SVP, Customer Service Operations at Rogers Communication

Ron Rout

SVP, Customer Service Operations
Rogers Communication

Shanna Pedersen, Head of Customer and Sales Experience, Enterprise at BT

Shanna Pedersen

Head of Customer and Sales Experience, Enterprise
BT

Chanice Henry, Editor-in-Chief at CX Network

Chanice Henry

Editor-in-Chief
CX Network

Dan Morley, SVP Performance at Amplifire

Dan Morley

SVP Performance
Amplifire

14:45 - 15:15 DO BETTER WORK

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.
Max Yoder, CEO at Lessonly

Max Yoder

CEO
Lessonly

15:15 - 15:45 SHOULD WE ADOPT RETURN-ON-CUSTOMER OVER RETURN-ON-INVESTMENT?


  • Return-on-Customer in the age of software - telcos must remain digitally relevant to create value from their pool of customers
  • Investment efficiency and customer experience – how telcos respond to decreasing core margin by leveraging insights from customers behaviour when steering investments
  • ROC drives ROI: concrete example of driving return on customers to achieve successful return on investment
  • Are ROC and ROI two sides of the same coin, or does too much of a focus on one undermine the other?  

 

Matteo Gatta, Technology Strategy & Innovation Director at Proximus

Matteo Gatta

Technology Strategy & Innovation Director
Proximus

15:45 - 16:15 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

16:15 - 16:30 CHAIR’S CLOSING THOUGHTS

Ingrid Lindberg, Chief Experience Officer at Chief Customer

Ingrid Lindberg

Chief Experience Officer
Chief Customer