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09:00 Eastern Time

Panel Discussion: 2021 Expectations in Customer Experience for Telecoms

10:00 Eastern Time

How Telstra Turned AI Aspirations into a Digital Customer Service Transformation

11:00 Eastern Time

How LogMeIn Turned its Call Center into a Customer Experience Hub

Enhancing Engagement and Reducing Churn through Culture Change,
Digital Transformation and Personalization 

Lockdowns and the shift to remote working has meant that the Telco customers are placing an increased importance on reliable and frictionless experiences with their providers.

In this context, good customer experience has gone from being crucial not just for customer retention but also customer acquisition, as consumers shop around for a provider that won’t leave them without access to the outside world.

With that in mind, CX in Telecoms 2021 will be focused on how to deliver industry leading customer experience through:

  • Personalization: facilitating interaction with customers that reflects their unique circumstances in order to build empathy and loyalty
  • Self Service: enhancing customer experience while reducing the burden on customer service by enabling customers to effectively self-serve
  • Voice of the Customer: capturing key customer feedback in order to identify fracture points and areas of opportunity
  • Omni channel: creating a unified experience across all customer communication channels
  • Retention: Identifying and optimizing the key customer touchpoints that determine retention

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    Featured Speakers

    Nick McFarlane

    Nick McFarlane

    Head of Customer Experience


    Hazvinei Matsangaise

    Hazvinei Matsangaise

    Head of Contact Centre Operations & CX

    ECONET Wireless

    Kathrin Bohnert

    Kathrin Bohnert

    Senior Manager of Customer Experience


    Paul Rilstone

    Paul Rilstone

    Head of Digital


    Melissa Dorey

    Melissa Dorey

    Digital Innovation Principal


    Betsy Shaefer

    Betsy Shaefer

    Director of Marketing

    IBM Watson

    Agenda - 11 May 2021

    09:00 ET Panel Discussion: 2021 Expectations in Customer Experience for Telecoms

    Lockdowns and the shift to remote working has meant that customers working from home have a higher need for a reliable and frictionless experiences with their telco providers. While continuing to offer business as usual, telcos also need to ensure they are adapting to the changing trends in consumer behavior, while staying on top of their competitors in an environment where customers can easily switch providers. In this session, join the conversation with our panelist speakers on:

    • What are the challenges of optimizing the CX within the telecoms industry? 
    • How telcos have adapted to the growing importance of their product and services
    • Quality assurance monitoring and managing work from home environments
    • Success stories of effective strategies in CX, Digital CX, Customer Insights, UX, User Design and more
    Nick McFarlane, Head of Customer Experience, Sky Ticket
    Suman Kargupta,
    Senior VP, Head Customer Experience, Reliance Jio Infocomm Ltd.
    Hazvinei Ashley Matsangaise,
    Head of Contact Centre & CX, ECONET Wireless

    10:00 ET How Telstra Turned AI Aspirations into a Digital Customer Service Transformation

    Telstra is undergoing a massive shift towards digital, infusing AI into their business practices – beginning with revamping their approach to customer service. Dive into the specific challenges Telstra faced from transforming their company culture to proving the success of the initial implementation – the project began with one customer-facing chatbot. In this session, IBM sits down with Telstra for a candid discussion on the Australian telecommunication leader’s journey to AI which:
    • Expanded into multiple internal and external use cases
    • Collectively saved an estimated ten million dollars and boosted their NPS score
    • Expanded their use case to better support internal requests
    Betsy Shaefer, Director of Marketing, IBM Watson
    Paul Rilstone,
    Head of Digital, Telstra

    11:00 ET How LogMeIn Turned its Call Center into a Customer Experience Hub
    In today’s world, customer support teams in contact centers serve more of a purpose than just issue resolution – they also play a key role in their organization’s ability to better understand the experiences their customers are having. Capturing and analyzing these types of interactions can drive consistent improvements of policies, processes and products. In this session, discover LogMeIn's experience with Clarabridge and key learnings below:
    • The benefits they’ve seen since implementing a cohesive customer listening program
    • How they are sharing contact center insights throughout different parts of the organization
    • The contact center insights that have triggered substantial CX improvements
    Kathrin Bohnert, Senior Manager of Customer Experience, LogMeIn

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