THE WORLD'S PREMIER INVITATION-ONLY EVENT FOR SENIOR CUSTOMER EXPERIENCE LEADERS IN TELECOMS
April 22 - 23, 2024
| Hilton London Syon Park, Middlesex, United Kingdom
Agenda Day 1
8:00 am - 8:40 am
REGISTRATION & COFFEE
8:40 am - 8:50 am
OPENING REMARKS FROM THE CHAIR
Manuela Pifani -
Chairperson,
CXellence Consulting
8:50 am - 9:20 am
KEYNOTE PLENARY PRESENTATION: ACCELERATING CUSTOMER GROWTH AND PROFITABILITY FOR MEDIA AND TELECOMMS USING CONNECTED CUSTOMER EXPERIENCES
Chris Thomson -
Senior Account Executive,
Treasure Data
9:20 am - 10:05 am
PANEL DISCUSSION: BETWEEN A ROCK AND A HARD PLACE: FINDING THE BALANCE BETWEEN INCREASING PRICES AND HIGHER CUSTOMER EXPECTATIONS WITHOUT COMPROMISING YOUR CX
Siggeir Örn Steinthorsson -
Director of Product & Customer Experience,
Sýn
Sandra De Zoysa - Group Chief Customer Officer, Dialog Axiata Plc
10:10 am - 10:40 am 1:1 BUSINESS MEETINGS
10:10 am - 10:40 am THINK TANK: LEVERAGING AI TO SERVE CUSTOMERS GLOBALLY: PITFALLS AND OPPORTUNITIES
Olivia O'Donnell - Account Executive, Language IO
10:45 am - 11:15 am
1:1 BUSINESS MEETINGS
11:20 am - 11:50 am
KEYNOTE PLENARY PRESENTATION: PROPELLING YOUR CX IN A CONTACT CENTER BY INCREASING CUSTOMER & EMPLOYEE SATISFACTION
Katalin Méry -
Customer Service Director,
Telekom HU
Join this presentation as expert Katalin Méry talks about Telekom HU’s journey in increasing customer and employee satisfaction. Hear about where Telekom HU’s contact center is located on this expedition, and what connections were made between the new operating model and the increase in customer and employee satisfaction on ever higher level.
- Understand what the company’s perceptions were at the moment of starting
- Learn how to identify pain points in service channels based on customer feedback and employee satisfaction
- Listen to how customer satisfaction is increased
- Hear about the new solutions Telekom HU have bravely started experimenting with
11:50 am - 12:20 pm
PLENARY PRESENTATION: DRIVING CONTINUOUS NPS IMPROVEMENTS THROUGH NETWORK EMPOWERMENT
Tarek Abubakr -
Head of Technical Customer Experience,
Etisalat Egypt
In this case-study style session, Tarek Abubakr, Head of Technical Customer Experience at Etisalat, will offer an insight into how they have revolutionised customer experience through their customer network interactions.
Through the creation of a personalised customer journey within their app and ensuing this personalised journey continues both on and offline, Tarek will demonstrate how the use of data, analytics and customer journey mapping can enhance customer interactions, and ultimately lead to improved Net Promoter Score throughout their client base.
12:25 pm - 12:55 pm
1:1 BUSINESS MEETINGS
12:55 pm - 1:55 pm
LUNCH
1:55 pm - 2:25 pm
1:1 BUSINESS MEETINGS
2:30 pm - 3:00 pm 1:1 BUSINESS MEETINGS
2:30 pm - 3:00 pm
THINK TANK 1: GIVING CX THE RECOGNITION IT DESERVES - BOOSTING THE PERCEPTION OF THE CX TEAM COMPANY-WIDE
Ahmad Samir -
CX Planning & Design Director,
Telecom Egypt
Unfortunately, CX has seen an increase in redundancies recently, due to economic hardship. To prevent this from escalating, CX leaders need to learn how they can keep the C-suite informed about the importance of empowering customer experience and the impact CX has on wider business. By joining this think tank, learn what you can do to cement CX as a fundamental function within your organisation.
3:05 pm - 3:50 pm
PANEL DISCUSSION: DON’T BE A SITTING DUCK: DISCUSSING TACTICS WHEN CREATING A PROACTIVE CX STRATEGY
Siggeir Örn Steinthorsson -
Director of Product & Customer Experience,
Sýn
Ruben Bell - Head of Engineering Delivery Optimisation & Global Digital Demand, Vodafone
Rob Glennon - VP, Customer Insights, Viasat
Alexandra Foster - Managing Director Division X, BT
In the telecoms industry, when you have a technical issue, that’s when your customers have a bad experience. Now that the standard of customer experience has propelled, it’s vital that CX leaders steer their strategy away from being reactive.
Join our panellists as they discuss their approaches to finding the problems before their customer and ways in which they are protecting their customers from potential technical issues.
3:55 pm - 4:25 pm
1:1 BUSINESS MEETINGS
4:30 pm - 5:00 pm
1:1 BUSINESS MEETINGS
5:05 pm - 5:55 pm
GOING THE EXTRA MILE: UNRAVELLING WHAT IT TAKES TO CREATE A COMPELLING UNDERSTANDING OF YOUR CUSTOMER
Mark Taylor -
Head of Global Streaming Product,
Sky
5:05 pm - 5:55 pm
ROUNDTABLE: OUT WITH THE OLD AND IN WITH THE NEW - OPTIMISING AUTOMATION SYSTEMS AND LEAVING STRONG TELECOM LEGACY SYSTEMS BEHIND
Rob Glennon -
VP, Customer Insights,
Viasat
