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Sharpening Customer-Centric Processes with New Technologies to Ignite Customer Engagement, Maximise Profits and Reduce Operational Costs

Join as we examine how telecom operators can increase customer engagement and stickiness, lower overheads and maximise profits in a crowded market. This event showcases case studies by leading players at the forefront of the market, committed to extracting maximum value from existing customer experience resources and developing effective new CX initiatives to drive their businesses forward in the digital era.

Join us at CX for Telecoms to learn how to:

Reduce churn, grow customer trust and extend customer loyalty by delivering a service tailored specifically around the needs of the modern-day customer

Learn how to optimise your existing services through new and emergent technologies such as customer management software, AI tools, data mining and automation

Determine new communication strategies built specifically around the needs of the customer to create a customer-first culture internally and build a greater connection with subscribers

Increase the number of customer touchpoints and ensure consistent messaging and integration across multiple channels including web, email, phone, SMS and Whatsapp

Revolutionise your customer service operations through new applications, portals and websites that enable frictionless customer self service and seamless service delivery

Leverage customer data to drive personalisation and product recommendations, thereby increasing engagement and revenue

Discover the potential of new AI tools such as Chatbots to take your customer experience in the years ahead to the next level

Who you will meet

CX Network Live online events are designed to offer insight and inspiration to
senior CX decision makers including heads of

Customer Experience


Customer Insights / Data

Experience Design

Customer Service




CX Network Live | Who attends our events

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Shanna Pedersen

Shanna Pedersen

Head of Customer Experience, Corporate


Bernard Szederkenyi

Bernard Szederkenyi

Head of Cx & Digital Evolution

Koodo Mobile

Todd Gilliam

Todd Gilliam

Executive Director, Customer Experience Automated Operations


Gautam Kumar Borah

Gautam Kumar Borah

Vice President Customer Service Operations

Vodafone Idea, India

Day One: Tuesday 14th April 2020

12:30 BST: Case Study: Creating a Customer-Centric Culture at BT
BT is committed to offering best possible QoS and QoE to all customers. In this incisive presentation, discover how BT are transforming their processes and practices to optimise their CX processes, with the ultimate goal of increasing customer longevity, spend and profits:
  • CX best practice – discover how BT is transforming its operations to excel in an increasingly competitive market
  • The importance of investing in the best systems and processes to deliver accountability, transparency and standardisation across the organisation, whilst maximising efficiency gains 
  • Closing the loop: Showcasing BT’s own strategies to deliver a seamless and personalised customer journey for all
Shanna Pedersen, Customer & Sales Experience, Enterprise, BT, UK 

14:00 BST: The Power of AI: Utilising Emerging Tech to Ensure Optimal Operational Efficiency
  • Why every organisation stands or falls according to the quality of its operational processes, and why it is essential to get this right
  • Examining the growth in the potential of digital, and how telcos should take advantage of new digital techniques to increase the number of customer touchpoints
  • Looking at how emerging technologies can positively benefit customer experience and increase customer longevity and trust
Reserved for Qualtrics

    15:30 BST: Extracting Maximum Value Through Data Analytics
    • Leveraging customer data to drive personalization and product recommendations, thereby increasing engagement and revenue   
    • Moving CX beyond the call center and into the digital realm, and how this will help your business
    • Using predictive modelling to predict customer behavior and find the perfect formula to increase customer longevity
    • Providing effective problem resolution through physical and non-physical means – meeting the customer wherever they are, at home or on the go, and via any device
    Reserved for Tracfone & GlassBox Digital

      17:00 BST: Case Study: Revolutionizing How Customer Service Works
      In wanting to serve the customer better, Koodo Mobile have rethought their whole approach towards Customer Experience, going right back to the beginning of customer journey management to ensure that customers receive the best possible care. In this presentation, Bernard Szederkenyi will cover:
      • Koodo’s belief that the best customer service being no ‘Customer Service’ – ie. meeting customer needs much further up the chain and eliminating failure before it occurs
      • Why Koodo is dispensing with traditional Call Center culture and putting new AI-enabled Virtual Assistant initiatives in place to favour the digital customer
      • How to re-educate the customer about the best ways to interact with their phone company
      • Looking beyond digital: Understanding the limitations of simply relying on digital means, and the need to invest in good relations to bring the customer on the modernisation journey with you
      Bernard Szederkenyi, Head of CX & Digital Evolution, Koodo Mobile, Canada

      Day Two: Wednesday 15th April 2020

      12:30 BST: Industry Insight: Lessons Learnt from a Growing Market: Embracing Digital for Improved CX
      Modern-day customers expect excellent, seamless services at all times. From his experience at the forefront of CX delivery in a rapidly growing market, Gauram Kumar Borah outlines the key top 5 elements that telecom companies need to address in order to reduce churn, enhance customer engagement and raise revenues:
      • Examining traits of the Digital Age customer (connected, impatient, look for choices, emergence of individual customer etc.) and identifying new CX methods to engage them
      • Building Digital practices into CX delivery - how emerging technologies such as 5G, AI and IOT should be influencing your telecom customer experience
      • Industry observations on developing trends in the market and key learnings for telcos
      Gautam Kumar Borah, Vice President Customer Service Operations, Vodafone Idea, India

      14:00 BST: Enabling Frictionless Customer Self-Service
      • Building applications, portals and websites that enable frictionless customer self service
      • Ensuring consistent messaging and integration across multiple channels including web, email, phone, SMS and Whatsapp
      • Giving staff the skills and tools to delight the customer when they engage in a human touch point
      (Speaker to be confirmed)

      15:30 BST: The Future of CX in Telecoms: How to Survive and Thrive in a Competitive Marketplace
        • Why simplicity is the way forward: Tools to transform complexity into profit
        • How do we ensure effective problem resolution for the digital age customer? Creating an excellent on-boarding process
        • Highlighting examples of where companies have succeeded to turn the curve and make a real impact in terms of how they are able to deal with their customers
      (Speaker to be confirmed)

      17:00 BST: Industry Insight: Why Telcos Need to Evolve in Parallel with the Digital Customer
      Digitization is here to stay, and telcos need to keep with the times in order to connect with their customers. Find out how operators are now utilising new tools such as NLP, Data Analytics and even Chatbots to enhance their CX delivery:
      • Emphasizing the need to turn to rethink customer engagement - why NLP and Chatbots are important to ensure a smoother customer service experience moving into the future
      • Measuring Chatbot success – benefits of utilizing Chatbots for simpler customer concerns and managing the transition effectively so that customers don’t feel left behind or ignored when they are interacting with an automated medium
      • Expectations for the development of Telco CX in coming years and the trends that everyone would do well to follow
        Todd Gilliam, Executive Director, Customer Experience Automated Operations, Comcast

        CX Network Live | By the numbers

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        CX Network Live | How it works


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