Bernard Szederkenyi

Head of Customer Experience & Digital Evolution Koodo Mobile

T-shirt and jeans wearing, customer-loving telco guy focused on creating an effortless experience for customers. Bernard has over two decades of expertise across multiple telco brands creating enviable moments-of-truths on wireline and wireless customer journeys. Through strategic foresight, drive, and determination, he built a strong foundation for his most recent engagement at Koodo Mobile, a hugely successful Canadian telco, where he currently leads the Customer Experience and Digital Evolution teams.  It’s in this capacity he implemented a new service model strategy, leveraging AI at its core, with the ultimate goal of if improving operational efficiency for the brand.

Pre-Conference Workshop Day

Monday, January 27th, 2020

10:00 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)

Conference Day One

Tuesday, January 28th, 2020

17:35 MANAGING YOUR DATA GOLD: HOW TO CAPTURE, PROCESS, AND ANALYSE YOUR CUSTOMERS' DATA

·        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?

Check out the incredible speaker line-up to see who will be joining Bernard .

Download The Latest Agenda