Customer Experience Management in Telecoms - Jan 2016

25 - 27 January, 2016

London, UK

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Welcome to CEM in Telecoms Global Summit 2016!

As it becomes clear that operators cannot have a best-in-class customer experience without having an all-round view of their customers, the CEM debate and discussion continues to rage. Being able to deliver a seamless customer experience in an increasingly joined-up, multi-channel world has become the top priority for operators.

To discover how to tackle this, you should join 250+ CEM leaders from across the globe who will come together at CEM Global Summit 2016 - the world’s premier meeting place for the CEM in telecoms community. As ever, this exclusive forum will showcase the most comprehensive agenda in the market. Take part in 3 days and 40+ interactive debates, workshops, panel discussions, case studies and roundtables to dive deeper into issues such as employee engagement, self-service strategies, social networking and how to build that sought-after 360 degree view of your customers.

>>> For details of what you missed in January this year, Download the 2015 agenda now.

Benefit from the expertise of 40+ expert speakers and panellists and walk away with the tools and strategies you need to successfully deliver a consistently positive customer experience in an increasingly complex, digital world.

New for 2016! Ensure you get the most value from the event by choosing from multiple topic streams and creating a conference agenda tailored specifically to your needs, or request an invitation to the CEM Leaders Boardroom sessions, where VP and C-level participants can freely share their challenges in a closed-door setting.

Don’t miss the world-leading CEM in Telecoms event and join in the conversation on twitter #CEMTelecoms

Plus! Please visit our Resource Centre below for content pieces created by the Telecoms IQ team to help you with your business strategies.

2014 Summit Overview:

  • Customer Experience in the Telecoms Sector 2015: A Global ReportCustomer Experience in the Telecoms Sector 2015: A Global Report

    Delivering best-in-class customer experience in a multi-channel world

    Telecoms markets around the world are totally saturated, and with churn rates remaining high, delivering a sophisticated and personalised service through multiple channels has become a top priority for operators all over the globe. Produced ahead of the Customer Experience Management in Telecoms Global Summit, this report highlights global CEM trends and case studies as well as featuring expert insight on customer retention, improving employee engagement and delivering a best-in-class network experience.

    This 38-page report also explores some of the key strategies that operators need to successfully deliver a consistently positive customer experience in an increasingly complex digital world.

  • 7 Key Operator Insights: The Global Customer Experience7 Key Operator Insights: The Global Customer Experience

    As it becomes clear that operators cannot have a best-in-class customer experience without having an all-round view of their customers, the CEM debate and discussion continues to rage. Being able to deliver a seamless customer experience in an increasingly joined-up, multi-channel world has become the top priority for operators. Ahead of the Customer Experience Management in Telecoms Global Summit 2015, Telecoms IQ asked key speakers and leading customer professionals from the telecoms industry to define good customer experience, reveal the biggest obstacles they face in achieving excellent customer experience and reveal their top tips for an effective customer experience strategy.

2015 Speakers

Huawei
Dmitrijs Serdega
CEM VP of CEE&NE Region
Huawei
du
Imran Malik
Director Enterprise Service Management
du
Ericsson
Claudio De Angelis
Head of CEM Sales
Ericsson
Korek Telecom
Raef Hassieb
Reporting and KPI Director
Korek Telecom
SFR
Guillaume Peter
Head of Customer Experience Programme
SFR
O2
Nick Milne
Head of Research Programmes
O2
T-Mobile Hungary
Beata Kovacs
Former Head of CRM and Loyalty, Deutsche Telekom and Deputy Marketing Director
T-Mobile Hungary
Deutsche Telekom
Sina Simons
Customer Strategy Expert
Deutsche Telekom
Vodafone Group
Ric Mccormick
Head of Process Excellence
Vodafone Group
Ooredoo
Ben Fairbank
Director of Customer Experience
Ooredoo
Vodafone Egypt
Hany Moneim
Head of Customer Care, Consumer
Vodafone Egypt
Turkcell
Sinem Yuksel Kartal
Corporate Business Customer Experience Director
Turkcell
Telkom SA
Ella Engelbrecht
Customer Experience Excellence Center Executive
Telkom SA
Bharti Airtel
Uddalak Chaterjee
Director General Customer Experience
Bharti Airtel
Comcast
Jeri Shelton
Director Customer Experience Engineering
Comcast
Liberty Global
Mitali Chowhan
Vice President Customer Experience
Liberty Global
Small Cell Forum
Art King
Vice Chair, Services Working Group and Member of the Board of Directors
Small Cell Forum
Orange
Tatiana Chamis-Brown
Enterprise Line of Business Customer Experience
Orange
Saudi Telecom Company
Mohammed Al Qahtani
Quality Assurance and Performance Management Director
Saudi Telecom Company
Saudi Telecom Company
Ilya Celik
Customer Experience Management Expert
Saudi Telecom Company
Alcatel-Lucent
Greg Owens
Senior Director, Global Marketing, Motive CX Solutions
Alcatel-Lucent
Amdocs
Matthew Roberts
Product Marketing Director, Big Data and Strategic Innovations
Amdocs
MediaTech
Thierry Aubert
MD & EVP Technology & Operations
MediaTech
T-Mobile Austria
Isabelle Choltte-Bachne
Senior Manager Customer Experience
T-Mobile Austria
cVidya
Miri Duenias
Senior Director, Head of Marketing Analytics
cVidya
LogMeIn
David Davies
EMEA Enterprise Manager
LogMeIn
Cellebrite
Jeffrey Starr
Chief Marketing Officer
Cellebrite
Nominum
Dan Geiger
VP Marketing
Nominum
Conversocial
Hannah Gilbert
Sales Manager
Conversocial
SundaySky
Chris Humphries
Sales Director
SundaySky
Vodafone
Elia Asensio
Head of Quality
Vodafone
Amdocs Customer Management
Nibha Aggarwalg
Senior Director of Product Marketin
Amdocs Customer Management
T-Mobile
Marvin Peters
Head of Self Service
T-Mobile
O2
Neil Baucutt
Head of Customer Experience and Mobile Services
O2
Leon Hardwick
Director Global Sales and Marketing
Spatial Buzz
PGI
Mike O’Boyle
Vice President, Collaboration software
PGI
AIMIA
Nick Rudd
Client Propostions Director
AIMIA
Intense Technologies
Eduardo Silva
AVP – Europe
Intense Technologies
BT
Puneet Gupta
Director, Group CE, Future Voice
BT

Sponsors & Exhibitors
Media Partners
2015 Media Partners
Computer Weekly
CRMXchange
Customer Experience Magazine
Customer Service Manager
Intercomms
Mind Commerce
Mobile Europe
Small Cell Forum
TelcoProfessionals
Telecompaper
Telecom Watch
VanillaPlus

What others have to say

“I thoroughly enjoyed the event, it was a good mix of delegates and I found the content of the presentation to be first-class. I’ll be taking loads of new ideas away with me and it was also great for networking.”Tim Kitchener, Customer Experience Manager, Kcom
“The conference circuit gets busier every year; but having invested in a number of telecoms conferences over the years I find Telecoms IQ to be one of the most consistent in terms of creating a compelling agenda and attracting the right level of delegates. For us, as a sponsor, these are critical in our ability to generate a positive ROI.”Tim Deluca-Smith, VP Marketing, WDS, A Xerox Company
“Thanks for your kind note, I really enjoyed the event  and I was happy to contribute!”Charlotte Dunsterville, Customer Experience Director, Sure
“Thank you for inviting me and for being super organized! It was great meeting you!”Mirjana Uzelac, Telenor Serbia
“Very good event, organization and very interesting content and speakers.  I enjoyed it very much and it's always useful to help reflect on our own programs, to also check that we are in the right direction, and it's a source of inspiration for future initiatives.  Bravo to you and your teams!”Florence Leder, Head of Customer Centricity, Belgacom
“This was indeed a great event and well organized. Looking forward to working with you again.”Lusaka Negi, Senior Manager Customer Expericence Consumer Commerical, du
“It was an absolute pleasure to finally meet you and many thanks for making my experience with the CEM Conference such a pleasant one - it was informative, useful and relevant.  I would give it an NPS of 9/10 for sure!”Sandra De Zoysa, Group Chief Customer Officer, Dialog
“I felt privileged to be part of the conference team and the speaker line-up - you have an awesome team!. I had a FANTASTIC time!  It would be an honor to work with you again in the future.”William Greenwald,Chief Neuroleaderologist, Windsor Leadership Group
“Thank you for such a wonderful conference.  We had extremely high expectations and they were all fulfilled. We enjoyed the discussions and found the themes presented to be quite interesting.”Isabel Cardim, Zon Optimus
“Look forward to working with you again, the organisation and participants are  great”Carl Lyon, Managing Director, The QoE
“I enjoyed being a part of the event and had the pleasure of delivering a presentation to a great audience.  All were possible thanks to you.”Onur Bilgi, Head of CRM and BIS Projects, Turkcell

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