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Day 2

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

08:30 AM - 08:40 AM Chairman's Opening Remarks

Be Inspired to Digitally Transform!

08:40 AM - 09:25 AM Set a digital transformation strategy that is clearly aligned to your bottom-line objectives and is customer-centric

Lisa Harrington, Chief Customer Officer, BT Group
  • Extend customer-centricity through digital transformation
  • Ensure your digital initiatives are aligned to your end-goal
  • Make customer experience the top digital initiative

Lisa Harrington

Chief Customer Officer
BT Group

Be Inspired by Omnichannel Performance!

09:25 AM - 10:10 AM Digitalisation of Deutsche Telekom customer service: Delivering €300m of operational excellence savings by the end of 2019

Franz Weisenburger, SVP, Customer Experience Design, Deutsche Telekom Gero Niemeyer, Managing Director of Customer Service, Deutsche Telekom
  • Build up new service apps and omnichannel solutions that work for your customers
  • An analysis of the measures used to sell services to customers
  • Gamification methodologies in customer experience design that will enhance customer service
  • How to double self-service capability for cost-efficiency and process optimization
  • Service strategy design, implementation, touch points, IDR, documentation, apps, personal services and omnichannel service to improve customer experience

Franz Weisenburger

SVP, Customer Experience Design
Deutsche Telekom

Gero Niemeyer

Managing Director of Customer Service
Deutsche Telekom

10:10 AM - 10:50 AM BE INSPIRED BY A NEW YORK TIMES BESTSELLER! Build Uplifting Service Culture for a Sustainable Competitive Advantage

Jeff Eilertsen, VP Client Success and Global Service Education, UP! Your Service
UP! Your Service works with leading organizations to quickly and dramatically upgrade service performance and achieve sustainable advantage through a superior service culture. UP! Your Service was founded by Ron Kaufman, the world’s leading educator and motivator for uplifting customer service and building service cultures. UP! Your Service applies a proven methodology distilled from Ron’s extensive experience working with organizations globally, and his obsession with results and practical action.

This methodology uses a proven architecture for building a service culture that integrates top-down Service Leadership, bottom-up Service Education, and “The 12 Building Blocks of Service Culture”. UP! Your Service helps clients apply this methodology through a customized implementation road map to achieve fast, systematic deployment to large numbers of employees and rapid realization of results.

Jeff Eilertsen

VP Client Success and Global Service Education
UP! Your Service

10:50 AM - 11:20 AM Networking Break



STREAM A

11:20 AM - 12:00 PM How Omantel Drive Customer Experience through Employee Engagement

Saif Abri, Senior Manager, Omantel
  • The Omantel philosophy in improving customer experience
  • The touch points to manage customer experience
  • The magnetic link between employee engagement and customer experience
  • The equation of happy employee for a happy customer

Saif Abri

Senior Manager
Omantel

STREAM A

12:00 PM - 12:35 PM Proactive account planning and management to sync customer experience with your business strategy

Tomas Dabasinskas, Head of B2B Group, Omnitel
  • Harmonize B2B customer experience feedback with account timelines
  • B2B customer-centricity for strategic account planning
  • Apply predictive analytics to better manage B2B issues and responses
  • Coordinate B2B risks through open dialogue within the business

Tomas Dabasinskas

Head of B2B Group
Omnitel

STREAM B

11:20 AM - 12:00 PM Bottom-up change management program with enhanced operations to drive continuous improvement

Luka Baranovic, Director E2E Customer Experience, Hrvatski Telekom
  • Turn your CX team into an operational unit: Create managers and show value
  • Create a model to identify tipping points with workforce and practice issues
  • Root cause analysis: VOC and the front line
  • Co-design with your front line staff to create an ethos of best-practice selling
  • NPS Impact: Use touch point NPS to address top challenges amidst complexities

Luka Baranovic

Director E2E Customer Experience
Hrvatski Telekom

STREAM B

12:00 PM - 12:35 PM Manage operational service design alongside a mirrored culture of the customer experience

Luka Baranovic, Director E2E Customer Experience, Hrvatski Telekom
  • MIntegrate design into customer experience
  • How do you want to make customers feel? Provoke interaction early and ensure positive feedback
  • Work with the company to teach customer-centric methodologies in service design
  • Thorough design and execution for fewer interactions and costs
  • Create a long-term platform and upsell later
  • Attack the demographic: What channels do they use and how to use qualitative data to see what they are doing before designing around that

Luka Baranovic

Director E2E Customer Experience
Hrvatski Telekom

STREAM C: Digitalisation

10:40 AM - 11:20 AM Develop the B2B customer experience by improving core operative processes to act as one contact point

Henriette Jehnert, VP, Customer Experience Omnichannel & IVR, Deutsche Telekom
  • How to utilise the network for corporate customers
  • Apply Cloud services as an information operator
  • Competing with traditional IT companies
  • How to maximize connectivity
  • Connect analytics in real-time to track benefits
  • Internet of Things as a core part of the B2B company strategy

Henriette Jehnert

VP, Customer Experience Omnichannel & IVR
Deutsche Telekom

STREAM C: Digitalisation

12:00 PM - 12:35 PM Design and implementation of omnichannel services at Deutsche Telekom

Henriette Jehnert, VP, Customer Experience Omnichannel & IVR, Deutsche Telekom
  • Different ways to catch the voice of the customer
  • Methods used to develop a great service design
  • Different stages of services creation until it is implemented
  • The success story of a Telekom project

Henriette Jehnert

VP, Customer Experience Omnichannel & IVR
Deutsche Telekom

11:55 AM - 1:15 PM Interactive Discussion Groups

During this part of the summit delegates will be sorted into groups of 15 to take part in interactive discussions around the most pressing topics in the industry. Attendees will get the opportunity to select two topics from the choice of 12 upon point of registration (that’s right, they will sell out!) 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. The contact centre of the future
  2. Maximising customer insight through big data and advanced analytics
  3. Digitally transform the customer experience
  4. Leverage network insight to improve the customer experience
  5. Develop a seamless omnichannel experience
  6. The role of R&D and marketing in promoting loyalty and brand awareness
  7. Cloud enablement
  8. B2C billing analytics
  9. Master the omnichannel
  10. Produce a client culture through change management
  11. Customer journey mapping
  12. Digital OTT monetisation solutions

1:15 PM - 2:15 PM Networking Lunch

2:15 PM - 3:00 PM How the O2/Three transformation program has been managed on the digital level and where it will be by 2018

Ashley Cook, Director, Customer Care, Three
Three’s digital channel shift journey began with the realisation that the digital channel experience on offer need to be so good that customers choose them first. The whole strategy is predicated on this simple concept. Three’s customers are a diverse group, from Baby Boomers to Gen X, Y and Z; but they are all generation CX! Their needs and expectations are as diverse as their age range, but they all expect excellence in the channel of choice. Three needed to fundamentally redesign its Digital service offering and its interaction with traditional channels, to meet these high expectations and also meet shareholder expectations on total cost of ownership of a Care function.

And so began the channel shift journey; firstly with understanding the “as-is” mix and its effectiveness. Building the capability and actively changing customer behaviours; an introduction and hard push on the Chat Channel across various customer touch points, an introduction of e-billing and digital solutions to Business customers, a redesign of the IVR menu and a total revamp of the Care App. Three’s digital transformation journey has really just begun but the results so far have been beyond expectations. And our customers are telling us - they love it!

Ashley Cook

Director, Customer Care
Three

4:30 PM - 5:10 PM How to monetize from your existing client base

Stephen Essien, Director of Customer Operations, Tigo
  • Use customer service and customer experience to grow and monetize your base stations
  • Win and retain customers by improving products
  • Site for site: What do you in a local aspect and how do you segment in local areas?
  • Set price premiums in a competitive market

Stephen Essien

Director of Customer Operations
Tigo

5:10 PM - 5:15 PM Chairman's Closing Remarks

Melissa Harris, President and CEO, Telecom Training Corporation

Melissa Harris

President and CEO
Telecom Training Corporation