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 2
8:05 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 - 9:25 am
PLENARY PRESENTATION: SHIFTING YOUR CULTURE TOWARDS TRUE CUSTOMER CENTRICITY: KEY STEPS TO SUCCESS
Todd Gillam -
Former Executive Director Customer Experience,
Comcast
Over the past 12 years, Comcast has gone on a transformative journey to become a customer-centric organization. At its beginning, Comcast sat in the bottom quartile of customer approval ratings within the industry. Today, they sit in the top quartile. While the effort continues, Todd Gilliam, formerly Executive Director of Customer Experience at Comcast will focus on the structural and cultural changes that have helped make CX a primary goal.
- Building a foundation of measurement and awareness across the business
- Taking the first steps- get wins in context of an overall direction
- Intrinsically embedding CX into the fabric of company culture
- Next step: Driving CX improvement with the same formality as hitting budget numbers
9:25 am - 10:10 am
PANEL DISCUSSION: YOU’RE WORTH MORE THAN THAT: DIFFERENTIATING FROM COMPETITORS NOW PRICING CAN’T MAKE YOU STAND OUT
Lolitta Suffian -
Vice President, Group Customer Experience,
Telekom Malaysia
Todd Gillam - Former Executive Director Customer Experience, Comcast
Prince Thomas - Vice President - Head of CX, Digital Design and Transformation Office, Etisalat
How do CX telecoms leaders unlock capabilities that allow them to differentiate from competitors? It transcends attractive pricing. It is now the responsibility of CX leaders to ensure that their customers choose a service and remain loyal to it. Hear from leaders as they discuss the most important approaches to making sure that they attract, and retain, a wide customer base. Key topics for discussion include:
- Customisation and personalisation
- Customer loyalty programmes
- Leveraging data analytics
Prince Thomas
Vice President - Head of CX, Digital Design and Transformation OfficeEtisalat
10:15 am - 10:45 am
1:1 BUSINESS MEETINGS
10:50 am - 11:20 am 1:1 BUSINESS MEETINGS
10:50 am - 11:20 am THINK TANK: ONE SIZE DOES NOT FIT ALL- ENSURING A SMOOTH TRANSITION FROM PHYSICAL TO DIGITAL & MAKING SURE NO ONE IS LEFT BEHIND
Jan Hruška - Chief Technology Officer, O2 Czech RepublicThe widespread closure of retail telecoms stores brings a new challenge for CX leaders. The shift from physical to digital CX should be carefully planned and executed to minimise any negative impact on your CX.
For this to be the case, you need to have an all-encompassing digital CX strategy. By joining this think tank, listen to how you can make sure that you are considering all of your customer needs, and no one is left marginalised.
- Assessing the needs of various user groups, particularly those considered vulnerable
- Providing training for the less digitally aware
- Offering flexible alternatives for those who have limited access to technology
11:25 am - 11:55 am
1:1 BUSINESS MEETINGS
11:55 am - 12:25 pm
EXPERT CASE STUDY: DRIVING CULTURAL TRANSFORMATION TO ENABLE SUCCESSFUL BUSINESS DIVERSIFICATION
Sandra De Zoysa -
Group Chief Customer Officer,
Dialog Axiata Plc
Dialog Axiata PLC has, over the past few years, been on a transformative journey from telco to techco – reinventing themselves to remain relevant in a digital age and expanding their business model to match the evolving market segments in their key markets. Critical to this is a focus on culture; both within the company and through the lens of customer interaction and experience.
Whilst this work is ongoing, Sandra De Zoysa, Group Chief Customer Officer and lead for Technology Driven CX and Service Culture Transformation at Dialog Axiata PLC will give insight into how she has driven this strategic imperative, detailing the challenges faced along the way and outlining the impact this has had on the business.
12:25 pm - 2:15 pm
LUNCH
1:25 pm - 1:55 pm
1:1 BUSINESS MEETINGS
1:55 pm - 2:30 pm
CCLOSING KEYNOTE PRESENTATION: HAND IN HAND: SHIFTING EX PRACTICES TO SUPPORT EMPLOYEES & CUSTOMERS IN A TECH-DRIVEN WORLD – CULTURE, COMPASSION & EMPATHY
Dr Stacy Moore -
Lead Psychologist,
Inner Circles Psychology
2:30 pm - 3:00 pm
OPEN DISCUSSION: HOW TO DELIVER IMPACT THROUGH YOUR CX AND MAKE THE MOST OF THE OPPORTUNITIES PRESENTED BY TECHNOLOGY
Manuela Pifani -
Chairperson,
CXellence Consulting
In this interactive session, you will get a chance to reflect on the core discussions over the past two days and learn what you need to deliver a great CX to make sure your technology investment makes an impact. You will cover how to:
- Identify and establish the value of CX to your organisation
- Create clarity on your customer culture through consistency and accountability
- Understand the right measurements for your business
- Empower your people to innovate through experience design, data and insight
