Day One: Tuesday 14th April 2020
13:00 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: Experience Management for Telcos
- 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
Mark Briers, CX Solutions Strategy, Qualtrics
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, analysing customer experiences, and machine learning:
- Leveraging customer data to drive personalization and product recommendations, thereby increasing engagement and revenue
- Transforming CX by leveraging VoC (Voice of Customer) analysis and session replay to identify operational issues and customer pain points
- Overview of real success stories of transformed digital experiences and increased conversion rates
- Best practices with enhancing big data capabilities through machine-learning
Maria Belottini, Director, Operational Research and Reporting, Tracfone Wireless
Doug Suvalle, VP Sales, Glassbox
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: CX Agility in the Face of Rapid Change - T-Mobile and Medallia
During this unprecedented time, T-Mobile’s top priority is ensuring critical connections with family, loved ones, and emergency service providers. Building on our reputation as the “Un-carrier,” T-mobile is employing innovative approaches to engage with customers, as well as to care for our employees, who remain committed to keeping our customers connected. Join Medallia Sr. Solution Principal, Kim Palenik, and T-Mobile Sr. Manager for Care Frontline Experience, Peta-Gaye Mckenzie, as they provide a deep-dive of T-Mobile’s mission-critical efforts, to include:
- Employing creative strategies for working at home and incentivizing employees
- Changing their customer engagement strategies to remain sensitive to the new normal
- Messaging back to customers on how their feedback is being used to improve experiences
Kim Palenik, Sr. Director, Solution Principal, Medallia
Peta-Gaye McKenzie, Sr. Manager for Care Frontline Experience, T-Mobile
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