Day 1

08:00 AM - 08:30 AM Registration & Networking

08:30 AM - 08:40 AM Welcome to CEM Global

08:40 AM - 08:50 AM Chairman's Opening Address

Melissa Harris, President and CEO, Telecom Training Corporation

Melissa Harris

President and CEO
Telecom Training Corporation

Be Inspired to Transform!

8:50 AM - 9:35 AM “Listen, learn and make better”: The importance of a Customer Experience Index

Neil Baucutt, Head of Customer Experience & Mobile Services, O2
  • Building the customer experience around psychology
  • How do you build the profile of individual customers?
  • An engineering perspective: What are you doing and how is it working?
  • Win customers by launching new services such as O2 Drive
  • Understand customers and apply that to internal processes while managing big data pragmatically

Neil Baucutt

Head of Customer Experience & Mobile Services

Be Inspired to Catch Up! (Panel Discussion)

9:35 AM - 10:15 AM An EE case study: Transforming operations to become a customer-centric organization

Rogier van Nieuwenhuizen, Executive VP, EMEA, ClickFox
  • Obtain valuable insights of customer journeys and understand what data you need to create the best customer journey
  • Analytics enabling, with human talent, tools and technologies
  • What do the insights mean and what is the story behind them: Best way to resolve issues alongside strategic objectives
  • Master the organizational level: Ways of working and making strategic drivers actionable
  • Implement changes and follow up to monitor effectiveness and industrialize the process

Rogier van Nieuwenhuizen

Executive VP, EMEA

Be Inspired

10:15 AM - 10:55 AM The Mandatory Role of Digital Identity in Operator Transformation: Lessons from Operators

Gemini Waghmare, Chief Executive Officer & Founder, UXP Systems

Gemini Waghmare

Chief Executive Officer & Founder
UXP Systems

10:55 AM - 11:25 AM Networking Break

During this part of the summit delegates will be sorted into groups of 15 to take part in intimate discussions around the industry’s most pressing topics. Attendees get the opportunity to select 2 topics from 12 on point of registration and will rotate between their two choices after 40 minutes – that’s 1h20 of intense networking! Discussion groups are kept small to ensure all delegates get the opportunity to question their most demanding concerns, guaranteeing a perfectly tailored experience.

  1. Develop intuitive solutions and a guided outcomes approach to an advanced customer experience
  2. Do you really know your customers?
  3. Digitally transform the customer experience
  4. Empower your customers through social communities
  5. Develop a seamless omnichannel experience
  6. Rethink the Customer Experience for the Digital Economy amidst Millennial Demands
  7. Develop a customer-centric culture
  8. Managing B2B billing
  9. Utilise social media analytics and management
  10. Embrace OTT services
  11. Customer journey mapping through all touchpoints
  12. Create a digital plan to apply yourself to best grow your portfolio

Walter Neeft

Account Manager EMEA

Radu Ciocan

Group Director of Customer Experience

Luciana Lotze

Chief Marketing Officer

Tony Parone

Director of Information Technology

Anton Telegin

Group Director - Marketing

Anton Artemenkov

Creative Director
Sutherland Labs

Adam Barley

Enterprise Telcos EMEA

Olga Zurabishvili

Head of Customer Lifecycle Process Development Department

Jeroen Siegerink

Social Business Strategist

Rick Kapani

Chief Executive Officer
Apptium Technologies

Kateryna Nebesna

Head of Customer Experience

12:50 PM - 1:50 PM Networking Lunch

Stream A

1:50 PM - 2:30 PM 3 years into a customer experience design for consumer organization: Move from business transactions to customer outcomes

David Garcia, Director, Service Strategy, TELUS
  • Design a customer-centric experience by shifting the paradigm of how customer service works
  • What results to assess having launched your pilot groups
  • Transform the organisation to deal with evolving customer requirements by locating all the necessary ingredients
  • Measure success through a customer-outcome metric to determine retention and churn strategy
  • How to move away from transactional service based world

David Garcia

Director, Service Strategy

Stream A

2:30 PM - 3:10 PM Implement processes in operations to ensure the Voice of the Customer is at the heart of your decision-making

Migle Andrulionyte, Head of Market Research, Tele2
  • Develop research initiatives to ensure the Voice of the Customer is at the heart of your decision-making
  • Importance of open questions when measuring NPS or CSAT
  • Qualitative vs Quantitative: why numbers are not enough / how much more insight can qualitative reveal
  • Proactive customer research. Instead of waiting for results, initiate customer research to prevent pitfalls
  • DIY research in a company. When and why it could be better than agencies

Migle Andrulionyte

Head of Market Research

Stream A

3:10 PM - 3:45 PM Anticipate customer needs to grow your customer base and revenue streams

Estelle Levacher, Customer Experience & Propositions Manager, Tesco Mobile
  • Manage the transition between a start-up and bigger company while continuously growing
  • Find customer-centric propositions to enable Tesco Mobile to drive it’s position as the leader in customer satisfaction
  • Measure CSI and utilise LSS to improve customer experience
  • Work with cross-functional heads to develop a strategy to drive growth
  • How the Tesco way of working, customer voice and leadership drive collaboration, employee empowerment and trust

Estelle Levacher

Customer Experience & Propositions Manager
Tesco Mobile

Stream A

3:45 PM - 4:15 PM Networking Break & Technology Demonstrations

Stream A

4:15 PM - 4:55 PM How we boosted revenue growth of fixed broadband through the marriage of CEM and CVM in 2016

Ömer Barbaros Yiş, Director, Fixed Broadband & Voice Marketing, Turk Telekom Apostolos Kallis, SVP Business Development, Etiya

Ömer Barbaros Yiş

Director, Fixed Broadband & Voice Marketing
Turk Telekom

Apostolos Kallis

SVP Business Development

Stream B

1:50 PM - 2:30 PM Manage operational transformation: Turn outsourcing in-house to drive digitalisation and enhance technological presence

Michael Havas, Director, Customer Service & Sales, Telefonica
  • Embed all customer experience criteria: Customer-centric DNA, NPS, quality etc.
  • How to put the omnichannel into the digital command centre: Change the way you think about servicing clients
  • Utilise technology already in place in the wider business environment: Voice portal, big data, speech analytics, chat bots
  • Digital steered funnel: How we use an holistic omnichannel approach and embed different multi-channel solutions
  • Cultural understanding of process and change to ensure buy-in and performance improvement

Michael Havas

Director, Customer Service & Sales

Stream B

2:30 PM - 3:10 PM How to avoid losing your market share and destroying Customer Experience

Dominik Pacewicz, Head of BSS Product Management, Comarch
  • How can I learn my customers’ actual needs and respond accordingly?
  • Do I need to sell more to compensate for the shrinking ARPU?
  • Is human contact still the best way to “flirt” with the always connected customer?
  • Is it possible to provide great customer service without advanced IT tools?

Dominik Pacewicz

Head of BSS Product Management

Stream B

3:10 PM - 3:45 PM Managing Customers’ Efforts towards CX Excellence in a digitalizing era

Hany Mokhtar, Director of Customer Experience, Zain KSA

Hany Mokhtar

Director of Customer Experience
Zain KSA

Stream B

3:45 PM - 4:15 PM Networking Break & Technology Demonstrations

Stream B

4:15 PM - 4:55 PM Roam from one channel to another with a seamless experience across all-customer facing channels

Selda Bostancioglu, Chief Customer Care Officer, Bakcell
  • Achieve one persona and one consistent experience for your customer
  • Obtain a 360o view of the customer to see the customer’s steps and how you can find the issue sooner
  • Give customers an equal service for each channel they are involved in
  • Avoid making the customer repeat conversations or processes across omnichannel experience
  • Redesign user experience digitally with expert analytics

Selda Bostancioglu

Chief Customer Care Officer

Stream C

1:50 PM - 2:30 PM Utilise the data: Keep revenue back of mind when serving customers and the cash savings will follow

Joanne Dutton, Director, Customer Insight, Strategy & Data, Virgin Media
  • Use data to support the service environment for the customer
  • Why it is important you get culture and data right around product development
  • How you manage the network can impact the customer experience: Pull data from the network and use it for front-line customer agents
  • Gain a better understanding of the network and take issues away from the customer
  • Channels in service and in store: Utilise a business that looks after digital strategy and work through different channels

Joanne Dutton

Director, Customer Insight, Strategy & Data
Virgin Media

Stream C

2:30 PM - 3:10 PM Compare B2C and B2B in a 3 year CX program: Personalise the business environment to enhance profit margins

Melanie Naidoo, Customer Experience Measurement Specialist, Telkom SA
  • How we/the first telecom operator split between the business and consumer
  • A robust measuring system to measure after every interaction and relationship build
  • Avoid oversampling and big data pitfalls
  • Lower volumes of customers can drive process based on individual decision-makers of company: Utilise this to drive B2B customer experience
  • Use your senior stakeholders to approach your B2B decision-makers

Melanie Naidoo

Customer Experience Measurement Specialist
Telkom SA

Stream C

3:10 PM - 3:45 PM End-to-End customer journeys with regular reviews of touch points and customer feedback

Marcus Wendel, Director, CRM, Canal Digital
  • Evaluate the customer journey through all touch points with end-to-end testing of products and launches
  • Obtain the customer feedback for the value of products
  • Review all products based on the customer journey
  • Adhere to functional and structural challenges from the customer feedback

Marcus Wendel

Director, CRM
Canal Digital

Stream C

3:45 PM - 4:15 PM Networking Break & Technology Demonstrations

Stream C

3:30 PM - 4:10 PM Obtain actionable information from the mobile network to unlock revenue and mark churn indicators

Assaf Aloni, VP of Marketing, CellMining
  • Predict churn by mapping your NPS results to subscriber quality indicators
  • Set business focus and ARPU driven priorities to the network teams
  • Actionable QoE insights for any business segment, any account, any group of subscribers
  • Run smoothly with well executed marketing campaigns for new phones

Assaf Aloni

VP of Marketing


4:55 PM - 5:35 PM Cloud and mobility in 2017

Sponsored by: EdgeVerve Systems Limited


5:35 PM - 5:45 PM Chairman's Closing Remarks

Melissa Harris, President and CEO, Telecom Training Corporation
Champagne served!

Melissa Harris

President and CEO
Telecom Training Corporation

5:45 PM - 11:59 PM Game of Phones Reception on River Thames Boat Cruise

Wind down from a day of knowledge sharing over refreshments and snacks with your peers in our “Game of Phones” themed reception on the River Thames! Sights include Big Ben, The Houses of Parliament, The London Eye, The Shard, St. Paul’s Cathedral and many more. There are 10 passes for spouses that you wish to join the cruise. These will go on a first-come first-serve basis.