Customer Experience Management Global Summit 2015

27 - 28 January, 2015

Park Plaza Victoria, London, United Kingdom

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Sponsors & Exhibitors
Media Partners

Early Confirmed Speakers 2015

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
Vodafone Qatar
Ahmed Nour
Head of Customer Experience
Vodafone Qatar
O2
Nick Milne
Head of Research Programmes
O2
Deutsche Telekom
Henriette Jehnhert
Head of Customer Experience Design Voice and Self-Service
Deutsche Telekom
Korek Telecom
Raef Hassieb
Reporting and KPI Director
Korek Telecom
SFR
Guillaume Peter
Head of Customer Experience Programme
SFR
Talk Talk
Eoin Power
Head of Business Planning, MI and IVR
Talk Talk
Mobily
Ali Albugami
Director
Mobily
Vodafone Egypt
Hany Moneim
Head of Customer Care, Consumer
Vodafone Egypt
TDC Finland
Tiina Moberg
Director of Customer Experience
TDC Finland
Saudi Telecom Company
Noah Chancellor
Board Member
Saudi Telecom Company
Talk Talk
Carlos Soares
Head of CRM
Talk Talk
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
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

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.

Now the world’s premier meeting place for the CEM in telecoms community, CEM Global Summit 2014 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.

At the 2014 Summit, over 130 international operators gathered for cutting-edge debate and discussion on the hottest topics in CEM. Building on this success, the 2015 Summit will welcome advanced CEM leaders from across the globe to showcase their CEM initiatives. Benefit from over 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!

  • Special Report on Customer Experience Management Special Report on Customer Experience Management
    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.

    Added: November 2013.
  • 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.