25 - 27 September, 2018 |
Crowne Plaza, Bratislava, Slovakia

Main Conference Day One

HEADLINER CENTRE STAGE: WHO IS MORE INNOVATIVE, YOU OR YOUR CUSTOMER?

8:00 am - 8:45 am Welcome, registration and refreshments

HEADLINER CENTRE STAGE: WHO IS MORE INNOVATIVE, YOU OR YOUR CUSTOMER?

8:45 am - 9:00 am Chair's welcome and opening remarks
Melissa Harris - CEO and Founder Telecom Training Corporation
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Melissa Harris

CEO and Founder
Telecom Training Corporation

HEADLINER CENTRE STAGE: WHO IS MORE INNOVATIVE, YOU OR YOUR CUSTOMER?

9:15 am - 9:30 am Market overview
Justin van der Lande - Principal Analyst Analysys Mason
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Justin van der Lande

Principal Analyst
Analysys Mason

HEADLINER CENTRE STAGE: WHO IS MORE INNOVATIVE, YOU OR YOUR CUSTOMER?

9:15 am - 9:45 am Innovation headliner: Disrupt or Die
Gary Walker - Founder 22North
Technology has not only changed the way we work, it’s levelled the competitive landscape, allowing start-ups to compete with the established larger organisations. Gary will discuss the disruptive new-comers who have forced businesses to re-evaluate their strategies, ways of working and culture. To get ready for the future, Gary will discuss how to evolve to ensure you’re not left behind.
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Gary Walker

Founder
22North

HEADLINER CENTRE STAGE: WHO IS MORE INNOVATIVE, YOU OR YOUR CUSTOMER?

9:45 am - 10:15 am Are you ready for the 4th industrial revolution?
Graham Johnston - Head of Omnichannel and Digital First Three
  • How will IOT change the way in which customers interact with us?
  • What is innovation for customer experience? Discuss how a combination of old and new can be just as effective
  • How can you adjust your channels and ways of working to capture future opportunities?
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Graham Johnston

Head of Omnichannel and Digital First
Three

HEADLINER CENTRE STAGE: WHO IS MORE INNOVATIVE, YOU OR YOUR CUSTOMER?

10:15 am - 10:45 am Interview session: Getting sign off!
Sanjeev Jain - Chief Information Officer, EMEA Verizon Enterprise Solutions
  • Prioritisation of tech – How to do you create a bullet proof business case for investment to ensure you can push forward with your CEM implementations swiftly?
  • Demonstrating ROI - How do you demonstrate that tech investments are working for your business and where do stakeholders’ expectations need to be set?
  • Invest to get ahead not just to catch up – Demonstrate the importance of your investment to make sure you stay ahead of your competition now and in the future
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Sanjeev Jain

Chief Information Officer, EMEA
Verizon Enterprise Solutions

CEM LEADERSHIP PARTNERSHIP PROGRAMME

8:45 am - 10:45 am The inaugural CEM leadership partner programme
Finbarr Joy - Group CTO SuperBet
The European telecoms and media market has become increasingly competitive and the quest for uncovering new pools of customers as well as retaining existing ones is more complex. Strategic collaboration between Operator, MVNO and OTT has become key to delivering the full customer offering.

Join this Chatham House session to discuss how you can partner and collaborate to deliver usability, speed to market and market leading customer experience.

Key areas of discussion will include:
  • The new customer experiences which have landed outside of your market but will affect your future customer’s behaviour
  • How to achieve the same level of product engineering as your competition
  • How to remain price competitive in a saturated market
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Finbarr Joy

Group CTO
SuperBet

10:45 am - 11:15 am Morning networking break

  • Cost effective innovations: Take a whirlwind tour of current and future innovations available to you and assess the cost effectiveness of each to your business model
  • Substance over style: Assess the current use cases of new innovations including blockchain and the real impact it will have on your process management and customer experience
  • Changing your business model – Does ROI of these innovations outweigh the changes which you will have to make to your internal structure and process worth?
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Tristan Allen

Innovation Consultant & Partner
Room 44

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Lieven Foubert

Director CRM & Market Intelligence
Telenet Group

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Graham Johnston

Head of Omnichannel and Digital First
Three

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Erik Meijer

Strategy GPM/Group Innovation - eCompany
Deutsche Telekom AG

STREAM ONE: NETWORK CENTRIC CEM - OPTIMISING YOUR NETWORK FOR QOS EXCELLENCE

12:00 pm - 12:30 pm Effectively benchmarking your quality of service
Martijn Franssen - Director Digital Customer Service KPN
  • With IOT continuously applying pressure to your network, how can you ensure that you bolster your network to support increasing congestion
  • What are the current latency thresholds in the telecoms market before the customer looks elsewhere?
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Martijn Franssen

Director Digital Customer Service
KPN

STREAM ONE: NETWORK CENTRIC CEM - OPTIMISING YOUR NETWORK FOR QOS EXCELLENCE

12:30 pm - 1:00 pm Is the key to quality of service always shiny new tech?
Walter Neeft - Sales Director CALVI
  • What are the quick wins in technology applications which will instantly bolster your network?
  • Explore off the shelf solutions which can enhance the customer experience without hurting your profit margins
  • Is it just as much about process management of existing tech as it is new implementations?
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Walter Neeft

Sales Director
CALVI

STREAM ONE: NETWORK CENTRIC CEM - OPTIMISING YOUR NETWORK FOR QOS EXCELLENCE

1:00 pm - 1:30 pm Using messaging as a pure channel for customer interaction
Melanie Longdon - VP, Operations Care and Sales Liberty Global
  • What are the benefits of pure messaging customer handling for both the customer and the operator?
  • How does this process affect your current operating costs – is it the slow death of your call centres?
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Melanie Longdon

VP, Operations Care and Sales
Liberty Global

STREAM TWO: CUSTOMER CENTRIC CEM - PUTTING YOUR CUSTOMER FIRST WITH EVERY INTERACTION

12:00 pm - 12:30 pm The use of sub-brands to personalise
Timea Kozma Zekany - Strategic E2E Process & CEX Lead UPC
  • What are the risks of sub-branding – can you weaken your overall brand identity as a result?
  • How do you communicate re-brands and sub-brands effectively to your customer?
  • How can you tailor a brand to a regional audience whilst maintaining the strength and integrity of the parent brand?
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Timea Kozma Zekany

Strategic E2E Process & CEX Lead
UPC

STREAM TWO: CUSTOMER CENTRIC CEM - PUTTING YOUR CUSTOMER FIRST WITH EVERY INTERACTION

12:30 pm - 1:00 pm Strategically partnering with third parties to enhance your customer offering overnight
Saad Naseer - Senior Manager, Product Management PTCL
  • How can you find the right partner to provide added value services to enhance the customer offering?
  • How do you need to adapt your business model to optimise your new partnership?
  • Does it make commercial sense to partner only in the regions where the added value is more likely to generate sales or, is brand consistency better?
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Saad Naseer

Senior Manager, Product Management
PTCL

STREAM TWO: CUSTOMER CENTRIC CEM - PUTTING YOUR CUSTOMER FIRST WITH EVERY INTERACTION

1:00 pm - 1:30 pm What is added value to an enterprise? Achieving B2B brand loyalty
Erik Meijer - Strategy GPM/Group Innovation - eCompany Deutsche Telekom AG
  • What are the nuances between B2B and B2C interaction? Is it two different strategies altogether?
  • With cost always being at the forefront of the B2B customer, what are the off the shelf innovations which can improve their customer experience ?
  • Is there a way in which increased CEM costs can avoid being passed onto the customer?
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Erik Meijer

Strategy GPM/Group Innovation - eCompany
Deutsche Telekom AG

1:30 pm - 2:30 pm Networking lunch break

STREAM ONE: NETWORK CENTRIC CEM - OPTIMISING YOUR NETWORK FOR QOS EXCELLENCE

2:30 pm - 3:30 pm The Tech Factor! Which one is going to go the distance?
With so many tech innovations on the market, it is crucial that you challenge their impact on your service delivery, their impact on your budget and their impact on customer experience – are they worth your time and investment?

Take part in live polling throughout this session to ask the questions you haven’t time to ask to ensure you make informed decisions on your next investment.

  • Has everyone gone blockchain crazy?
  • The power of voice recognition
  • The rise of smart bots
  • The devil is in the detail with machine learning

And the winner is! Listen to our hand picked judging panel’s feedback.

STREAM TWO: CUSTOMER CENTRIC CEM - PUTTING YOUR CUSTOMER FIRST WITH EVERY INTERACTION

2:30 pm - 3:00 pm Why social media is a power not to be ignored
Tom Bagnall - Group Director of Insights VEON
  • Consumers don’t just listen to experts for product advice; they listen to other consumers on a mass scale. How can you optimise your sales through influencer marketing?
  • How do you benchmark success when it comes to ROI of sales and leads over social media?
  • Customer complaints over social media channels: understand the repercussions to react appropriately and quickly!
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Tom Bagnall

Group Director of Insights
VEON

STREAM TWO: CUSTOMER CENTRIC CEM - PUTTING YOUR CUSTOMER FIRST WITH EVERY INTERACTION

3:00 pm - 3:30 pm Bringing it all together into one seamless storyboard: Unifying social media platforms
  • Identify ways of overcoming the common challenges marketers face with managing multiple social channels
  • How can a more unified approach directly affect sales and retention?
  • Does the cost of unification outweigh return?

3:30 pm - 4:00 pm Afternoon networking break

4:00 pm - 5:00 pm Interactive Discussion Groups

Melissa Harris - CEO and Founder Telecom Training Corporation
Roundtable 1: Keeping up with behavioural analytics
Roundtable 2: Collaborating with your ecosystem to track customer patterns
Roundtable 3: Increasing your net promoter score
Roundtable 4: Measuring call centre experience
Roundtable 5: Latest innovations in online analytics
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Melissa Harris

CEO and Founder
Telecom Training Corporation

5:00 pm - 5:15 pm Chair's closing thoughts

Melissa Harris - CEO and Founder Telecom Training Corporation
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Melissa Harris

CEO and Founder
Telecom Training Corporation

5:15 pm - 7:00 pm End of day one and networking drinks party