The Workshop Day - Tuesday 30th January 2018

10:00 AM - 10:30 AM Registration and welcome coffee

10:30 AM - 12:30 PM “Digidextrous Retail – How to Transform your Retail Capability for 2020, 5G and beyond the IOT surge”

Will Gibson, Director, RTC
  • Learn the challenges Network Operator Retail stores will face in the next 3 years
  • Understand how the shifting revenue generation models will impact how you run your retail stores
  • Learn what “Digidextrous” means in the context of Telco Retail, and the best practice operators around the world who are DELIVERING this
  • Understand the latest and best-in-class Retail Management systems can transform your CX results
  • Know how to leapfrog your competition in this space and become the #1 brand that is truly connected to your customers
  • Leveraging Global Best Practice in Retail Store Design to Supercharge Your “Last 3 Feet” CX

Will Gibson


12:30 PM - 1:30 PM Lunch

1:30 PM - 3:30 PM How to drive customer-centric digital transformation

Claire de Selve, VP Customer Experience and Digital, Orange
In today’s market it is vital for telecoms operators to embrace digital innovation in order to stay relevant for customers. For operators, digital holds the key to unlocking customer satisfaction and outlines the building blocks for what it means to become a Digital Telco.

  • Rethinking how you engage with your customers
  • Using digital to enhance your value proposition
  • Radically redesigning the customer experience through digital
  • Capturing B2B growth opportunities with digital
  • Becoming a strategic partner through improved customer management

Claire de Selve

VP Customer Experience and Digital

3:30 PM - 4:00 PM Afternoon tea and networking

4:00 PM - 4:10 PM End of workshop day