Main Conference - Thursday 1st February 2018

8:00 AM - 9:00 AM Welcome coffee

9:00 AM - 9:10 AM Welcome from the chairperson

9:10 AM - 9:50 AM Embarking on a digital evolution programme to transform customer experience

Rhona Bradshaw, VP, Customer Experience Transformation, Liberty Global
  • Leveraging AI to evolve to customer needs and expectations
  • Understanding the benefits of tracking CX by journey rather than channel
  • Where to start and what to expect when embarking on major transformation

Rhona Bradshaw

VP, Customer Experience Transformation
Liberty Global

9:50 AM - 10:30 AM Panel discussion: What does customer-centricity look like in the telecoms industry?

Madhu Dua, Vice President Marketing & Head Customer Lifecycle Value Management, Relaince Jio Gary Norgate, Vice President Customer Experience, BT Group

Madhu Dua

Vice President Marketing & Head Customer Lifecycle Value Management
Relaince Jio

Gary Norgate

Vice President Customer Experience
BT Group

10:30 AM - 11:10 AM Bridging the digital divide: How MTC rolled out 3G into rural communities

Alvin Korkie, Chief Commercial Officer, MTC Namibia
  • Growing out the business into previously untapped areas
  • Providing above and beyond service such as helping customer to set up email addresses and Facebook accounts
  • Preparing your business for major expansion to new customer bases

Alvin Korkie

Chief Commercial Officer
MTC Namibia

11:10 AM - 11:40 AM Morning coffee

Customer loyalty & retention

11:40 AM - 12:20 PM Delivering Tesco-unique experiences

Estelle Levacher, Head of Customer Experience, Tesco Mobile
  • Creating experiences that are truly brand and insight led
  • How to compete with the great brands, not just other telecoms companies
  • Leveraging experience from the hospitality to go above and beyond in telecoms CX
  • Focusing on employee engagement to create customer-centricity

Estelle Levacher

Head of Customer Experience
Tesco Mobile

Customer loyalty & retention

12:20 PM - 1:00 PM How to deal with unhappy customers

Jon Loshbaugh, Director of Customer Experience, CenturyLink
  • Transforming a bad customer experience into a good one
  • Learning from bad examples and prioritising efforts
  • Putting in place the right strategy to tackle bad experiences

Jon Loshbaugh

Director of Customer Experience

Metrics and measurement

11:40 AM - 12:20 PM Using metrics to drive real cultural change

Gary Norgate, Vice President Customer Experience, BT Group
  • How to change organisational behavior through the use of metrics
  • Closing the loop to improve experience
  • Viewing clients as individual people rather than accounts
  • How we boosted survey ratings by 15%
  • Focusing on the human interaction in the relationship

Gary Norgate

Vice President Customer Experience
BT Group

Metrics and measurement

12:20 PM - 1:00 PM Using metrics to shape customer experience

Imran Malik, Senior Director MS Delivery Management, du

Imran Malik

Senior Director MS Delivery Management

Networking lounge

11:40 AM - 1:00 PM Networking lounge - take a break!

Visit our spacious networking lounge for optimal peer-to-peer meetings and get togethers in a relaxed and friendly setting.

1:00 PM - 2:00 PM Lunch

2:00 PM - 3:00 PM Interactive roundtable discussions

3:00 PM - 3:30 PM Afternoon tea

Customer-centric transformation

3:30 PM - 4:10 PM Implementing an effective customer-centric transformation programme

Otis Tawanda Makahamadze, Chief Customer Experience Officer, Econet Wireless

Otis Tawanda Makahamadze

Chief Customer Experience Officer
Econet Wireless

Customer-centric transformation

4:10 PM - 4:50 PM Transforming your front end for improved customer experience

  • The evolution of our frontend from phone and online to social, chatbots, AI driven interfaces
  • The initiatives of involment of all exployees in improving CX and Customer Relationship , with things such as special channel “help to solve a problem of a friend”

Employee engagement

3:30 PM - 4:10 PM Actions speak louder than words: Instilling customer centricity into every employee

Tyler Hemmen, VP of Marketing EMEA , Level 3
  • Completely rethinking the business to put customers at the centre
  • Adopting an ‘outside in’ mentality
  • Aligning employee experience with customer experience
  • Maintaining exceptional customer experience during major periods of change

Tyler Hemmen

VP of Marketing EMEA
Level 3

Employee engagement

4:10 PM - 4:50 PM Working with HR to drive real cultural change throughout your organisation

Ker Ling Yew, Vice President Group Centre of Operational Excellence, Singtel
  • Aligning the customer value proposition with the employee value proposition to link the two experiences
  • Using KPIs and targets to embed customer-centric thinking across all departments
  • Understanding the importance of employee engagement in delivering the best customer experience

Ker Ling Yew

Vice President Group Centre of Operational Excellence

4:50 PM - 5:00 PM Chairperson's closing remarks and wrap up

5:00 PM - 5:05 PM Conference close