Customer Experience Management Global Summit 2015

26 - 28 January, 2015

Park Plaza Victoria, London, United Kingdom

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Confirmed Speakers 2015

Exposae
Janne Ohtonen
Chief Customer Experience Officer
Exposae
du
Imran Malik
Director Enterprise Service Management
du
Vimpelcom
Elena Elizarova
Customer Care Director
Vimpelcom
Mobily
Mohammed AlShaikh Ali
Director Business Services Support - Customer Care
Mobily
Ericsson
Claudio De Angelis
Head of CEM Sales
Ericsson
Vodafone Qatar
Ahmed Nour
Head of Customer Experience
Vodafone Qatar
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
Deutsche Telekom
Henriette Jehnhert
Head of Customer Experience Design Voice and Self-Service
Deutsche Telekom
Talk Talk
Carlos Soares
Head of CRM
Talk Talk
Deutsche Telekom
Sina Simons
Customer Strategy Expert
Deutsche Telekom
Talk Talk
Eoin Power
Head of Business Planning, MI and IVR
Talk Talk
Mobily
Ali Albugami
Director
Mobily
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
TDC Finland
Tiina Moberg
Director of Customer Experience
TDC Finland
Wind
Sherif Rizkalla
Large Business Marketing Director
Wind
Turkcell
Sinem Yuksel Kartal
Corporate Business Customer Experience Director
Turkcell
Telkom SA
Ella Engelbrecht
Customer Experience Excellence Center Executive
Telkom SA
Sri Lankan Telecom
Prashantha Robertson
General Manager – CE, Market & Competitive Analysis
Sri Lankan Telecom
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
Globe Telecom
France-Marie Padiz
Director Strategy Management
Globe Telecom
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
Huawei
Sanjay Saxena
Director
Huawei
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

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

Join the conversation

Welcome to CEM in Telecoms Global Summit 2015!

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 Gobal Summit 2015 - the world’s largest gathering for the CEM in telecoms community. This forum will showcase the most comprehensive agenda in the market. Take part in 2 days and 30+ interactive debates, 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.

>>> Download the programme now.

Benefit from 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 2015! Ensure you get the most value from the event by choosing from multiple topic streams across the 2 days and creating a conference agenda tailored specifically to your needs.

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

Plus! Please visit our Resouce Centre below for content pieces to help you with your business strategies.

2014 Summit Overview:

Resource Centre

  • 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.

  • Customer Experience in Telecoms: The Operator LandscapeCustomer Experience in Telecoms: The Operator Landscape
    Being able to deliver a seamless customer experience in an increasingly joined-up, multi-channel world has become the top priority for operators, but what challenges are they facing in delivering exceptional customer experience and how are they responding to the changing landscape? In this infographic Telecoms IQ takes a closer look at the operator landscape, from their plans for future investment to what they think best-class customer experience looks like.
  • Special Report on Customer Experience Management 2014Special Report on Customer Experience Management 2014
    European Communications’ second annual customer experience survey suggests operators are going backwards when it comes to delivering a best-in-class customer experience.  If we take leadership of the customer experience as the first example, the percentage of operator respondents who say no–one is leading CEM in their company has increased from 8% to 14% over the past 12 months.
  • Interview with Markus Eberhard, Head of Online & Cross-Channel Support, SwisscomInterview with Markus Eberhard, Head of Online & Cross-Channel Support, Swisscom
    1. What is the biggest challenge hindering operators from improving the customer experience?
    2. What is the key ingredient required to be a truly customer-centric organisation?
    3. Can you give an example of how you have delivered a “wow moment” for customers or delivered a tangible CE improvement?
    4. How can operators make the biggest impact on CE – where should they prioritise their efforts?
    5. How do you see CEM evolving in the future?
  • 5 Ways to Maximise your Customer Experience5 Ways to Maximise your Customer Experience

    By Robert Lamb, Director of Contact Center Services, AT&T.