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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

Transformation

Customer Insights / Data

Experience Design

Customer Service

Operations

Marketing

Sales

CX Network Live | Who attends our events

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Shanna Pedersen

Shanna Pedersen

Head of Customer Experience, Corporate

BT

Bernard Szederkenyi

Bernard Szederkenyi

Head of Cx & Digital Evolution

Koodo Mobile

Todd Gilliam

Todd Gilliam

Executive Director, Customer Experience Automated Operations

Comcast

Maria Belottini

Maria Belottini

Director, Operational Research and Reporting

Tracfone Wireless

Kim Palenik

Kim Palenik

Sr. Director, Solution Principal, Telecommunications and Media

Medallia

Day One: Tuesday 14th April 2020

14:00 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 


15:00 BST: Using Customer Surveying Techniques to Better Serve Your Audience
  • Why every organisation stands or falls according to the quality of its operational processes, and why it is essential to get this right
  • Demonstrating how integrating surveys within the fabric of your organisation is the key to transforming customer experience for the better 
  • Optimising your customer, employee, product and brand experience to increase customer longevity and trust
Senior Representative, Qualtrics (confirming)

    16:00 BST: Achieving Operational Excellence through Data Analytics and Machine Learning
    Join Tracfone and GlassBox Digital for insights from a leading American mobile virtual network operator (MVNO) as they explore anecdotes on their experiences and the value they've seen with data analytics, analyzing customer experiences, and machine learning:
    • 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
    Maria Belottini, Director, Operational Research and Reporting, Tracfone Wireless
    in association with 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

          15:00 BST: Real-world Examples of CX Leaders Adapting Their Programs to Meet the Realities of Today
          Join Medallia's Senior Solution Principal and CX practitioner, Kim Palenik, as she shares stories of real Medallia customers who are identifying new ways of working in a very challenging environment. Learn how CX leaders are making adjustments on the fly to optimize customer and employee engagement in real-time, such as:
          • Mining customer feedback to identify customers in great need and sharing inspirational stories of employees going above and beyond to be part of the solution
          • Utilizing predictive and text analytics to identify key customer pain points and escalating or re-prioritizing improvements to meet changing needs
          • Establishing a pulse employee survey to continuously monitor top-of-mind perception and facilitate two-way communication between frontline colleagues and senior leadership teams
          Kim Palenik, Sr. Director, Solution Principal, Telecommunications and Media, Medallia
            16:00 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 | Event Sponsor

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