Main Conference - Wednesday 31st January 2018

8:40 AM - 9:00 AM Registration and welcome coffee

9:00 AM - 9:20 AM Chairperson's opening remarks

Join our esteemed chair, Melissa Harris, as she highlights the CEM evolution of successes, challenges, and emerging trends. Share conference goals such as gaining innovative ideas from subject matter experts, networking with attendees facing similar challenges, developing strategies for empowering your “internal customers” or employees to create a world class experience for your “external” customers, and develop a CEM action plan to share with your C-level executive team.

9:20 AM - 10:00 AM Embracing customer experience innovation

Gordon Littley, Managing Director, Customer Experience Practice, Verizon
  • Bridging the gap between customer expectations and the quality of engagement delivered
  • Capitalising on new opportunities posed by AI and automation to exceed customer expectations
  • Selecting the right tools to build a better customer experience
  • Where are the next opportunities for CX innovation in the telecoms market?

Gordon Littley

Managing Director, Customer Experience Practice

10:00 AM - 10:40 AM Panel discussion: What will be the biggest trends to impact customer experience in telecoms over the next year?

Erik Vercouteren, EVP Customer Experience, KPN Imran Malik, Senior Director MS Delivery Management, du Patricia Davidson, Director Customer Experience Insights & Strategy, AT&T
  • What are the new technologies that are set to bring dramatic change to the industry?
  • What will the impact be on customer experience?
  • Where should we be shifting our focus to meet customer demands?

Erik Vercouteren

EVP Customer Experience

Imran Malik

Senior Director MS Delivery Management

Patricia Davidson

Director Customer Experience Insights & Strategy

10:40 AM - 11:10 AM Morning coffee

11:20 AM - 12:20 PM Interactive roundtable discussions

Join one of our roundtable discussions and pick from:

  • How to maximise social media channels for enhance customer experience
  • How to create, implement and ncommunicate a customer-centric brand
  • How to ensure your contact centre is efficient and customer-friendly
  • How to implement truly customer-centric digital transformation
  • How to eradicate silos and break down other organisational barriers to customer centricity
  • How to leverage business model innovation to enhance customer-centric thinking
  • How to ensure the billing process is customer-centric
  • How to make sure your CX strategy is geared towards loyalty and retention
  • How to use data to deliver personalised experiences

12:20 PM - 1:20 PM Lunch

AI & Innovation

1:20 PM - 2:00 PM Transforming your call centre experience with AI, IVR and SMS

Andre Kriger, VP of Customer Care, Telefonica Brazil
  • Driving customer-centric change in Latin America’s largest call centre
  • Improving the quality of service for our 100 million customers
  • Implementing AI technologies to transform the customer experience and reduce costs
  • Adopting a “learn as you go” mentality to new technologies to keep up with customer expectations

Andre Kriger

VP of Customer Care
Telefonica Brazil

AI & Innovation

2:00 PM - 2:40 PM Turning the direction of dialogue: Using AI & analytics for a proactive approach to customer experience Combining new technologies

Deniz Demirci, Vice President , Deutsche Telekom
  • Combining new technologies to transform the relationship with the customer
  • Eradicating silos, establishing new functionalities and embracing new technologies
  • Understanding the possibilities of apps and self-service technologies to ensure quality of service
  • Implementing new advanced analytics platforms to enhance CX proactivity

Deniz Demirci

Vice President
Deutsche Telekom

AI & Innovation

2:40 PM - 3:20 PM Omnichannel: the steps required to have Robots managing 99% of your business – the Telco/Bank example

Camille Kiffer, Vice President - Consumer - Digital Channels and Business Transformation, Rogers Communications
  • Enabling Omnichannel will/should help Telcos/Banks transition to the new Era
  • When a fragmented experience is a good thing…the end of Websites and App experiences as we know them.
  • New business reality: learning how to fly a plane just by relying on instruments…without any cockpit windows
  • Are humans still required to run a business?

Camille Kiffer

Vice President - Consumer - Digital Channels and Business Transformation
Rogers Communications

Voice of the Customer

1:20 PM - 2:00 PM Using Voice of the Customer data to gain maximum operational efficiency

Patricia Davidson, Director Customer Experience Insights & Strategy, AT&T
  • Creating a VoC programme that becomes the backbone of your customer experience strategy
  • Using customer data for effective change
  • Monetising CX improvements and demonstrating gains to senior management
  • Using your VoC programme to grow revenue by way of service

Patricia Davidson

Director Customer Experience Insights & Strategy

Voice of the Customer

2:00 PM - 2:40 PM Turning customer insight into action

, ,
  • Changing the way you think about your customers to deliver a better experience
  • Capturing a holistic view of your customers
  • Using the best systems to enhance understanding of your customers
  • Leveraging insights from churn data to make strategic decisions for the business

Voice of the Customer

2:40 PM - 3:20 PM Using VoC feedback to improve customer journey design

Erik Vercouteren, EVP Customer Experience, KPN
  • Co-creating experiences with customers in the design lab
  • Leveraging design thinking to enhance customer-centric design
  • Propagating customer-centricity across both B2B & B2C segments

Erik Vercouteren

EVP Customer Experience


1:20 PM - 2:00 PM “The pattern language”: Propagating service design throughout your entire company

Luka Baranovic, Director, Customer Experience Management, Hrvatski Telekom
  • Understanding how to apply and integrate design into your customer strategy
  • Considering the psychological and human elements when designing for your customers
  • How implementing a small change in thinking can make a big impact on the bottom line
  • Thinking outside of the box and gaining inspiration from outside the telecoms sector
  • Developing the right language to talk about service design

Luka Baranovic

Director, Customer Experience Management
Hrvatski Telekom


2:00 PM - 2:40 PM Embedding customer-centricity across your organisation

Justin Conry, Head of Transformation, Three
  • Leading a culture change that puts CX at the heart of the organisation
  • Measuring what is actually like to be a customer of Three and then reducing “customer effort”
  • Building support for eXperience & Operational (X & O) data analysis
  • The positive causal link between employee experience and the impact it has on customer experience
  • Case studies on the ROI of CX

Justin Conry

Head of Transformation


2:40 PM - 3:20 PM Rethinking the customer relationship: Building a telecoms brand that customers can trust

Vesa Jaakkola, Director, Strategy & Service Design, Elisa
  • Providing a safe and trusted experience for customers
  • Strengthening the customer relationship through the invoicing process
  • Understanding the added benefit you can bring to customers in telecoms
  • Educating and partnering with customers rather than simply selling

Vesa Jaakkola

Director, Strategy & Service Design

3:20 PM - 3:50 PM Afternoon tea

3:50 PM - 4:20 PM Technology demonstrations

Data & Analytics

4:30 PM - 5:10 PM Leveraging analytics to create personalised and measurable multichannel engagement

Jackie Ronson, Director of Digital, CRM & Insights, EE
  • Going from analytic-driven insights, to strategy, to execution
  • Capturing and connecting data to ease the creation of single customer views
  • Using advanced analytics and real-time data to go from mass communication to mass personalization
  • Implementing innovative segmentation methods for real-time personailsation

Jackie Ronson

Director of Digital, CRM & Insights

Data & Analytics

5:10 PM - 5:50 PM How to use predictive analytics to transform your customer journey

Cahyadi Poernomo, Group Head of Growth & CVM, Indosat Ooredoo
  • Using predictive analytics to gain the customer insight you need to make better, faster, more effective decisions
  • Leveraging analytical CRM to drive tailored messaging and personalisation
  • Using predictive analytics to identify and mitigate the factors that lead to customer churn

Cahyadi Poernomo

Group Head of Growth & CVM
Indosat Ooredoo


4:30 PM - 5:10 PM Scaling capabilities to compete in telecom ecommerce

Vaughn Van Bosch, Executive Head Customer Experience, Vodacom
  • Driving targeted change to compete in the digitised telecoms market
  • Digitalising every channel to compete in ecommerce
  • Integrating CVM data to personalize services
  • Considering known customers vs. unknown customers
  • Don’t run before you can walk: Adding complexity as you go

Vaughn Van Bosch

Executive Head Customer Experience


5:10 PM - 5:50 PM Using AI and machine learning to optimise customer interactions

Mustafa Ergen, Chief Technology Adviser, Turk Telekom
  • Understanding how to leverage wifi intelligence for commercial advantage
  • Monetising your data to drive growth
  • Implementing multi-layer learning mechanisms
  • Leveraing chatbots to optimised customer interactions

Mustafa Ergen

Chief Technology Adviser
Turk Telekom

5:50 PM - 6:00 PM Closing remarks

6:00 PM - 8:00 PM Drinks reception

Join us for one the the highlights of the conference - the party! We invite you to unwind after a day of learning with a glass of bubbly
and some nibbles.