25 - 27 September, 2018 |
NH Prague City Hotel, Prague, Czech Republic

Main Conference Day Two

8:15 am - 9:00 am Welcome, registration and refreshments

9:00 am - 9:15 am Chair's opening remarks and recap

Melissa Harris - CEO and Founder Telecom Training Corporation
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Melissa Harris

CEO and Founder
Telecom Training Corporation

9:15 am - 9:45 am Culture change headliner: CX Transformation – How do you actually deliver to your customer in a time of complex change?

Mike Ashton - Managing Director ABCG
Mike will discuss how to assess the readiness and capability of an organisation to lead and deliver complex change successfully over time. Having identified critical break points that cause the process to fail, Mike will share some clear solution steps, underpinning the ability of any organisation to deliver any behavioural change related to any CX initiative.
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Mike Ashton

Managing Director
ABCG

9:45 am - 10:15 am Interview session: Who is your leadership A-Team?

Antonio Ivankovic - Chief Customer Experience Officer GO plc
  • New leadership skill sets - What is required from a head of customer experience management in light of digitalisation?
  • The convergence of job functions: Are the roles of CTO, CMO and CXO merging?
  • Multi-disciplinary teams: How do you ensure effective collaboration between your product, engineering, marketing, operations, data and finance exec team?
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Antonio Ivankovic

Chief Customer Experience Officer
GO plc

10:15 am - 10:45 am Reality check: The practical applications of AI in telecommunications Industry

Wojciech Dzuinikowski - Head of Integrated Assurance and Analytics Product Management Comarch
  • Discuss how AI is transforming the way the customer interacts with their operator
  • What are the latest applications which have revolutionised the customer experience?
  • How much investment is required before you start to see a return?
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Wojciech Dzuinikowski

Head of Integrated Assurance and Analytics Product Management
Comarch

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

  • The machine will not replace the human –Educate your workforce to understand the benefits of automated customer care instead of approaching it as threat
  • A new wave of training – Identify the future skills gap early and train now to maintain a highly productive, motivated and empowered team
  • Innovating from the bottom up – Encourage collaboration in the workplace to generate ideas from those who are carrying out customer service daily
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Finbarr Joy

Group CTO
SuperBet

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Antonio Ivankovic

Chief Customer Experience Officer
GO plc

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Veronika Krasnohorska

Innovation Advisor
Slovak Telekom

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Frank Buettner

VP, Head of Human Centred Design
Swisscom

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

12:00 pm - 12:30 pm Case Study: Changing a corporate culture in an era of digital transformation
Veronika Krasnohorska - Innovation Advisor Slovak Telekom
  • Ergonomics – Adapting your office environment to the changing demands of a digital customer service to motivate and enhance wellbeing
  • Listen to your workforce – Continuously improve your customer experience by implementing transparent communication platforms enabling your teams to trouble shoot and relay problems quickly to the right department
  • Reward your workforce accordingly – As you invest to take your customer to a digital first service, adapt your workforce incentives to reflect this change internally
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Veronika Krasnohorska

Innovation Advisor
Slovak Telekom

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

12:30 pm - 1:00 pm Automation: The next frontier for customer experience
  • Current state of billing experience 
  • Automation of bill entry
  • Automation of bill validation 
  • Automation of payment 
  • Automation of customer care 
  • Why this customer-centric approach is a game changer for CSPs

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

1:00 pm - 2:00 pm Networking lunch break

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

2:00 pm - 2:30 pm The mobile app with minimal intervention
Branimir Spajic - Director, CX Department Hrvatski Telekom
  • What are the key features of an app which enables the customer to self-serve?
  • How do you continuously update your app to keep up with your customer without breaking the bank?
  • Can overreliance on the customers’ interaction with the app threaten potential upsell and future sales which an operator or instore representative could execute?
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Branimir Spajic

Director, CX Department
Hrvatski Telekom

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

2:30 pm - 3:00 pm Data driven customer experience – how data and machine learning can (and cannot) drive better customer understanding and experience
Frank Buettner - VP, Head of Human Centred Design Swisscom
  • How do you create a sophisticated network of tracking points to predict customer intentions?
  • How can predictive analytics open new opportunities for additional services to the customer?
  • Spot, assess and react to customer needs before the customer knows them
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Frank Buettner

VP, Head of Human Centred Design
Swisscom

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

12:00 pm - 12:30 pm Case Study: How to bring get your entire organization on board to with customer experience?
Jonathan Haasl - Director, Customer & Business Insights Telenet
Annelies Van De Slijke - Engagement Manager Telenet Group
  • How do you set up a structure which enables the entire organisation to think about the holistic customer journey
  • After awareness creation within the organization, how do you get the customer to actually feel it?
  • How do you create an effective customer service roadmap to ensure that customer satisfaction is maintained throughout the interaction?
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Jonathan Haasl

Director, Customer & Business Insights
Telenet

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Annelies Van De Slijke

Engagement Manager
Telenet Group

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

12:30 pm - 1:00 pm Quick Fix – Quick Win: Smart Customer Incident Resolution powered by AI - What are the most common and costly customer incidents which will guarantee return if resolved?
  • Understand the customer journey with a new and smart way of dealing with the customer
  • What are the implementation considerations when choosing to invest in this method?

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

1:00 pm - 2:00 pm Networking lunch break

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

2:00 pm - 2:30 pm Direct human interaction – keeping the best for last
Sladan Milicevic - Customer Experience Management Expert Hrvatski Telekom
  • What are the benefits to your business for keeping your call centre operators as a last resort for handling customers?
  • How can you use the latest CRM technology to optimise the use of the agent’s time?
  • What is the best chat box customer service? How has chatbox changed the skill set of the operator?
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Sladan Milicevic

Customer Experience Management Expert
Hrvatski Telekom

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

2:30 pm - 3:00 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

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

3:30 pm - 4:00 pm Managing big data responsibly

Rohit Singh - Transition Manager Vodafone Global Services
  • How do you protect your network and customer information from cyber-attacks?
  • What due diligence mechanisms can you implement to ensure the customer maintains ownership of their data?
  • Identify processes by which you only collate data which is necessary to avoid over congestion on your network
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Rohit Singh

Transition Manager
Vodafone Global Services

4:00 pm - 4:45 pm Closing Remarks and Group discussion: When does big data become a burden rather than a benefit?

Melissa Harris - CEO and Founder Telecom Training Corporation
  • Ensure that your network can support an influx of data?
  • Will edge networking becoming more prevalent as the impact of IOT increases?
  • How can you avoid an overburden on IT departments by readjusting skill sets and responsibilities internally?
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Melissa Harris

CEO and Founder
Telecom Training Corporation

4:45 pm - 5:00 pm End of CEM Europe 2018 – See you next year!