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

Pre-Conference Workshop Day

9:30 - 10:00 MORNING COFFEE, NETWORKING, AND REGISTRATION

10:00 - 12:00 WHERE TO START WITH MACHINE LEARNING AND SELF-SERVICE: A BEGINNERS GUIDE TO INVESTING IN ARTIFICIAL INTELLIGENCE

·         The elevator pitch (why you need to do this)
·         Build the case (what data you will need to support bus case)
·         Technology assessment basics (what systems you will need for an MVP)
·         Governance process (how small a team you should have to not to be bogged down)
·         Running a pilot (Best way to ensure optimal results so you could go and scale)
Bernard Szederkenyi, Head of Customer Experience & Digital Evolution at Koodo Mobile

Bernard Szederkenyi

Head of Customer Experience & Digital Evolution
Koodo Mobile

12:00 - 13:00 LUNCH BREAK AND NETWORKING

13:00 - 15:00 WANT TO BECOME AN INTELLIGENCE-DRIVEN BUSINESS? LEARN HOW TO LEVERAGE YOUR CURRENT DATA GOLDMINE TO DELIVER A BETTER CUSTOMER EXPERIENCE

How well do you know your customers and how well do you act upon that knowledge of your customer? In this session specially
curated for CEM Telco Global delegates, discover current gaps in your customer profile to deliver hyper-personalisation for the best
customer experience.

What to expect in this workshop:
• Discover how your Customer Intelligence compare to others
• Find out where you are in the Customer-Centric journey
• Learn top tips you can implement to improve customer experience for your brand
Dave Wardell, VP Global Sales at Intent HQ

Dave Wardell

VP Global Sales
Intent HQ

Mark Hiseman, Pre-sales Director at Intent HQ

Mark Hiseman

Pre-sales Director
Intent HQ

15:00 - 15:30 AFTERNOON BREAK AND NETWORKING

15:30 - 17:30 APPLYING BEHAVIOURHAL PSYCHOLOGY TO REDUCE CHURN AND DRIVE CUSTOMER ACQUISITION

 
·         Receive in-depth insight and understanding of consumers’ attitudes, emotions and motivational drivers.
·         Discover various qualitative and quantitative psychology tools to truly understand consumers’ behaviours and decision-making processes.

Simon Moore, CEO and Psychologist at Innovation Bubble

Simon Moore

CEO and Psychologist
Innovation Bubble

Katharina Wittgens, Managing Director & Business Psychology Consultant at Inovationbubble

Katharina Wittgens

Managing Director & Business Psychology Consultant
Inovationbubble

17:30 - 19:30 END OF WORKSHOP & EVENT WELCOME DRINKS