Conference Day One
8:00 - 9:00 REGISTRATION AND WELCOME COFFEE
9:00 - 9:10 WELCOME REMARKS AND CHAIR INTRODUCTION
9:10 - 9:40 UPGRADING YOUR CUSTOMER EXPERIENCE: A CROSS INDUSTRY PERSPECTIVEIngrid Lindberg - Chief Experience Officer, Chief Customer
What’s going on in the CX world as a whole? In this introductory session you’ll hear trends and updates on what retailers, financial institutions and hospitality companies are doing out of the box in their quest to deliver memorable experiences to their customers.
· How do we start thinking “out of the box” with our CX?
· Find out what makes top scoring industries perform as well as they do
· What can you actually do now to differentiate in a highly commoditised market?
· What can we learn from other industries that we can do differently?
Ingrid LindbergChief Experience Officer
9:40 - 10:10 MONETIZING OPERATIONAL DATA FOR TRANSFORMATIONAL GROWTHMark Geere - Principal CEM Consultant, Huawei
In this speech Huawei will describe how they have been able to monetize the vast amounts of rich Customer Experience data currently hidden away within the operations department.
Huawei will discuss how they used design thinking with Ogilvy and their clients to deliver Contextual insights into the customer base that is proven to drive revenue growth and retention.
Mark GeerePrincipal CEM Consultant
10:10 - 10:40 UNIQUE APPROACH TO CX AT GOAntonio Ivankovic - Chief Customer Experience Officer, GO plc
Find out how GO define and introduce the branded Customer Experience as a source of sustainable company advantage and reverse engineer CX from a predictive experience to experience as a differentiator.
· What are GO trying to achieve?
· What’s unique at GO?
· Re-establishing operational structure to streamline CX process: looking at CX roles and skills
· How does a formula for success look like in practice?
Antonio IvankovicChief Customer Experience Officer
10:40 - 11:10 FROM RETAIL TO ME-TAIL: YOUR CUSTOMERS OF TOMORROW ARE HERE – AND THEY’RE CHANGING EVERYTHING.Will Gibson - Retail Business Optimisation Lead, Maplewave
Digital Transformation is the biggest buzzword in telco right now - and rightly so. Telcos that have failed to keep pace with retail trends are desperately trying to catch up to satisfy the newest generation of customers – hello, Gen Z. But Generation Alpha is knocking at the doorstep – and they will bring a whole new set of expectations. If telcos are going to remain relevant, they need to change now. Digital transformation is just the start.
Will GibsonRetail Business Optimisation Lead
11:10 - 11:40 MORNING BREAK AND NETWORKING
11:40 - 12:10 ICE BREAKER ACTIVITY: WHY DO WE DO CX – THE HIGHS AND LOWS
In this dedicated time slot, you will get to take part in the live poll to vote on what the most pressing issue it is that you are hoping to solve in the upcoming 3 days. The answers will be introduced and discussed.
You will then be arranged into groups in orders to discuss and present your “best” and “worst” CX moments.
12:10 - 12:50 CUSTOMER EXPERIENCE IN THE AI FIRST WORLDNeil Shah - Head of Design & User Experience, Verizon
Justin Reilly - Head of Customer Experience Innovation, Verizon
Fabian Birgfeld - Founder & Director, W12 Studios
Have you wondered what the future of the AI first world will be in telecoms and how it will impact customer experience?
Be a part of an exclusive expert discussion, followed by Q&A opportunity with the second largest telecoms in the world (Forbes, 2018) about how they are designing their CX in the AI First world to ensure a future proof strategy which will drive customer experience in the telecoms industry.
You will hear about the role of voice, sonic branding, the future of TV and much more in an AI First world.
Neil ShahHead of Design & User Experience
Justin ReillyHead of Customer Experience Innovation
Fabian BirgfeldFounder & Director
12:50 - 13:20 TELCO GROWTH STRATEGY IN THE DIGITAL WORLDAlaa Zaher - Head of Strategy & Innovation, Vodafone Egypt
Exceeding customer expectations is what provides the wow factor. While digitally-born companies have established that standard, they’ve made it all the more difficult for Telcos to match, let alone exceed it. But the strategic question for Telcos continues to be ‘what’s the next growth engine?’. Diversifying the Telco value proposition beyond voice and data services is essential, but understanding where to diversify and how to deliver value in typically unfamiliar territory is informed by what customers want. A good understanding of customer needs guides us on choosing the big bets; and a good understanding of their expectations maximises the chances of success.
· Creating products based on customer demand
· Pivoting your product based on your customers asking
· Building delivery structures that are customer-friendly
Alaa ZaherHead of Strategy & Innovation
13:20 - 14:20 NETWORKING LUNCH
14:20 - 14:50 GROUP EXERCISE: A FRESH LOOK ON CUSTOMER JOURNEY MAPSIngrid Lindberg - Chief Experience Officer Chief Customer
The more broadly you define the customer experience, the more opportunities you can identify for improvement. One way to develop more empathy with—and gain new insights about—your customers is to look beyond the narrow definition of your offering and consider the customer’s total experience. In something as simple as each customer interaction, there is a dozen of steps. A journey map helps you think systematically through the steps your customers—internal or external—have when they interact with your product or service.
Customer journey maps are nothing new in the telecoms industry; however, remain an essential step in understanding your customers’ motivations, expectations and next moves.
In this exercise, you will discuss what CJM means for each of you, how you organize your CJM process and research, what common mistakes you’ve made in the past that cost you plenty of time, money and customer satisfaction. Build your own map for an allocated part of the customer journey, show the map to the rest of the group and ask them what you’ve overlooked or gotten out of sequence. By the end of the session, you will build an ultimate CJM plan and gather skills that will help you ensure you make the most out of your maps as they are the greatest source of innovation opportunities.
Ingrid LindbergChief Experience Officer
14:50 - 15:20 LEVERAGING DATA AND TV OPERATIONS TO MEET CUSTOMER DEMANDS IN AN OTT WORLDAasif Inam - VP, Product & Pricing, PTCL
· Using DPI and BI to segment customer preferences and pattern of content consumption
· Looking beyond traditional TVoD and SVoD models and putting customer experience first!
· Bundling non-linear content through OTT partnerships
· Bringing linear content on OTT to meet customer requirement on the go and monetizing data services
Aasif InamVP, Product & Pricing
15:20 - 15:50 RETHINKING BRANDING: HOW TO UNLEASH BRAND POWER TO IMPROVE CX?Claudia Nieves - Global Marketing Director, Digicel Group
In an era where brands seem to need rediscovery and reinvention, we will revisit some branding concepts and a new way to look at them to unleash the power of you brand and improve your customer experience efforts.
· CX, the simplest definition of all
· CX and brand
· 4 ways to unleash your brand power
· Brand fitness and brand behavior
· What is a cognitive limit and how does it affect your Brand CX?
· Living the Brand Experience: behaviours vs attitudes
Claudia NievesGlobal Marketing Director
15:50 - 16:20 AFTERNOON BREAK AND NETWORKING
16:20 - 17:00 ROUNDTABLE EXERCISE : APPLYING OUT OF THE BOX THINKING TO CUSTOMER TOUCH POINTS
In this session you will select a customer touch point of particular interest (subject to space availability – please indicate your preference at the time of pass reservation) and apply what you’ve learnt during the day to collectively innovate CX opportunities for your customers.
Tables will be broken up by most significant customer touch points within telecoms. Use CJM and design thinking to asses each touch point, share your thoughts and draw up an ultimate 2019 map of customer interactions. These will be shared with an audience, discussed and a master copy created for everyone to keep.
· Web Portal
· Social Media
· Mobile App
· Retail Experience
· Call Centres