Day One

ADAPTING TO DIGITAL DISRUPTION & BUSINESS TRANSFORMATION TO ENABLE CUSTOMER CENTRICITY

8:45 AM - 9:00 AM WELCOME ADDRESS

Melissa Harris, CEO and Founder, Telecom Training Corporation

Melissa Harris

CEO and Founder
Telecom Training Corporation

ADAPTING TO DIGITAL DISRUPTION & BUSINESS TRANSFORMATION TO ENABLE CUSTOMER CENTRICITY

9:00 AM - 9:30 AM THE IMPORTANCE OF CONNECTING WITH THE CUSTOMERS

Jon Watts, Director & Co-Founder, MTM
  • Digital approaches to a customer centric offering: The right place, with the right message, at the right time every time
  • Customer engagement: Maintaining consistency across all channels of communication
  • The use of social media to engage customers

Jon Watts

Director & Co-Founder
MTM

ADAPTING TO DIGITAL DISRUPTION & BUSINESS TRANSFORMATION TO ENABLE CUSTOMER CENTRICITY

9:30 AM - 10:00 AM DIGITALLY TRANSFORMING CUSTOMER EXPERIENCE

Daniel Zini, EMEA Telco & Media Industry Director, Microsoft
  • How digitally transforming customer experience supports industry priorities and deliver value to the business
  • Overcoming the challenges to deliver Omni-Channel, 360 view of the customer and personalisation
  • The importance of a business platform supporting the omni-channel customer journey through front-end and back-end operations
  • Continuously evolving cloud platform to meet changing customer expectations right now

Daniel Zini

EMEA Telco & Media Industry Director
Microsoft

ADAPTING TO DIGITAL DISRUPTION & BUSINESS TRANSFORMATION TO ENABLE CUSTOMER CENTRICITY

10:00 AM - 10:30 AM ALIGNING BUSINESS TRANSFORMATION, DIGITAL TRANSFORMATION & INNOVATION

Onno Hoffman, Vice President, New Products & Services, Deutsche Telekom
  • Identifying, up-skilling and the continuous development of business transformation leaders throughout all aspects of the business
  • Identifying and engaging key stakeholders that will act as internal champions
  • Creating a culture of transformation with overall business objectives
  • Understanding how to change, maintain and sustain improvement efforts

Onno Hoffman

Vice President, New Products & Services
Deutsche Telekom

ADAPTING TO DIGITAL DISRUPTION & BUSINESS TRANSFORMATION TO ENABLE CUSTOMER CENTRICITY

10:30 AM - 11:00 AM MORNING BREAK & NETWORKING

ADAPTING TO DIGITAL DISRUPTION & BUSINESS TRANSFORMATION TO ENABLE CUSTOMER CENTRICITY

11:00 AM - 11:30 AM LIFTING VODAFONE GERMANYS CUSTOMER EXPERIENCE IN A DIGITAL WORLD

Christina Hirsch, Director, Customer Experience, Vodafone Germany
  • Building a cross-functional senior management team to align priorities with your digital CX strategy
  • Combining programme and line activities to push CEX activities sustainably
  • What did we learn, how has this changed our outlook and what would we do if we started again?

Christina Hirsch

Director, Customer Experience
Vodafone Germany

ADAPTING TO DIGITAL DISRUPTION & BUSINESS TRANSFORMATION TO ENABLE CUSTOMER CENTRICITY

11:30 AM - 12:00 PM PROACTIVE CUSTOMER EXPERIENCE IMPROVEMENT: A FOCUS ON BILLING

Finbarr Callaly, Sales Director, EMEA, Brite:Bill
  • Learn to talk your different customers differently
  • See how Rogers, Comcast and Sprint are transforming how they talk to their customers across billing channels

Finbarr Callaly

Sales Director, EMEA
Brite:Bill

ADAPTING TO DIGITAL DISRUPTION & BUSINESS TRANSFORMATION TO ENABLE CUSTOMER CENTRICITY

12:00 PM - 12:30 PM GETTING BACK TO THE BASICS: ESTABLISHING A LEADING CUSTOMER SATISFACTION STRATEGY

Darko Popovic, Director of Customer Experience & Customer Service, Melita
  • How do you reduce customer complaints by over 70%?
  • Why NPS is still the best indicator of performance
  • The use of diagnostic tools and expert system guidelines instead of standard troubleshooting procedures

Darko Popovic

Director of Customer Experience & Customer Service
Melita

ADAPTING TO DIGITAL DISRUPTION & BUSINESS TRANSFORMATION TO ENABLE CUSTOMER CENTRICITY

12:30 PM - 12:45 PM BUILDING SUCCESSFUL CUSTOMER RELATIONSHIPS ON MOBILE: A SHORT GUIDE FOR TELCO OPERATORS

Tom Farrell, VP Marketing EMEA, Swrve

Tom Farrell

VP Marketing EMEA
Swrve

ADAPTING TO DIGITAL DISRUPTION & BUSINESS TRANSFORMATION TO ENABLE CUSTOMER CENTRICITY

12:45 PM - 1:15 PM TECHNOLOGY DEMONSTRATION DRIVE

Introducing 6 quick-fire ‘tech-drives’, designed to demonstrate the latest and most effective technological innovations relevant to you, enabling you to return to the office with a fresh set of ideas to transform your strategy.

ADAPTING TO DIGITAL DISRUPTION & BUSINESS TRANSFORMATION TO ENABLE CUSTOMER CENTRICITY

1:15 PM - 2:15 PM NETWORKING LUNCH

ADAPTING TO DIGITAL DISRUPTION & BUSINESS TRANSFORMATION TO ENABLE CUSTOMER CENTRICITY

2:15 PM - 2:35 PM OMNICHANNEL WITHOUT DATA IS LIKE DRIVING A CAR…WITH NO GAS…AT THE BOTTOM OF THE SEA!

Adam Lebeda, Senior Manager, Digital Services, T-Mobile
  • How we grew rapidly and stopped growing even faster
  • How we pioneered something others have only talked about
  • How we implement ideas which are easier said than done

Adam Lebeda

Senior Manager, Digital Services
T-Mobile

ADAPTING TO DIGITAL DISRUPTION & BUSINESS TRANSFORMATION TO ENABLE CUSTOMER CENTRICITY

2:35 PM - 3:45 PM WORKSHOP A: UNDERSTANDING THE REALITIES OF DIGITAL ADOPTION

Carl Lyon, Professional Facilitator, Thought Leader and Author, Perpetual Experience™
An interactive workshop that draws on real world examples from the latest telco led cross industry best practice study including

  • Four key stages of digital maturity and how they interact
  • Guiding principles for developing digital capabilities, attitudes and behaviours
  • Practical advice on achieving and measuring success
  • An in depth review of the digital employee lifecycle

Carl Lyon

Professional Facilitator, Thought Leader and Author
Perpetual Experience™

ADAPTING TO DIGITAL DISRUPTION & BUSINESS TRANSFORMATION TO ENABLE CUSTOMER CENTRICITY

2:35 PM - 3:45 PM WORKSHOP B: HOW DO WE DERIVE VALUE FROM BIG DATA ANALYTICS & CEM OUTSIDE THE TRADITIONAL IMPLEMENTATION METHODOLOGIES?

Tristan Allen, Innovation Consultant & Partner, Room 44
In this session you will split into groups and work through a number of pre-determined challenges, addressing the issues and concerns along the way. One person will be nominated per group to briefly feedback to the moderator, who will then address each of questions with regards to their experiences. Don’t just sit back and listen, this is your chance to have your say!

Tristan Allen

Innovation Consultant & Partner
Room 44

ADAPTING TO DIGITAL DISRUPTION & BUSINESS TRANSFORMATION TO ENABLE CUSTOMER CENTRICITY

3:45 PM - 4:15 PM WHEN MESSAGING BECOMES YOUR DOMINANT CUSTOMER INTERACTION CHANNEL

Christoph Neut, VP EMEA, Sparkcentral
  • Laying the path towards effortless customer experiences
  • Ready for engaging with Millennials and post-Millennials?
  • Seamless integration of human and bot enabled channels
  • Examples of how leading B2C brands leverage messaging communication channels

Christoph Neut

VP EMEA
Sparkcentral

ADAPTING TO DIGITAL DISRUPTION & BUSINESS TRANSFORMATION TO ENABLE CUSTOMER CENTRICITY

4:15 PM - 4:45 PM AFTERNOON & NETWORKING

ADAPTING TO DIGITAL DISRUPTION & BUSINESS TRANSFORMATION TO ENABLE CUSTOMER CENTRICITY

4:45 PM - 5:15 PM A1'S JOURNEY: BUILDING A VITAL CUSTOMER COMMUNITY

Ana Simic, Head of Digital Service & Social Media, A1 Telekom Austria Jeroen Siegerink, Marketing Director, Insided

Ana Simic

Head of Digital Service & Social Media
A1 Telekom Austria

Jeroen Siegerink

Marketing Director
Insided

ADAPTING TO DIGITAL DISRUPTION & BUSINESS TRANSFORMATION TO ENABLE CUSTOMER CENTRICITY

5:15 PM - 5:45 PM UNITING PERSONALISATION AND MACHINE LEARNING TO UNLOCK NEW REVENUE

James Alexander, Decisioning Director, Sky
  • Establishing an effective 360-strategy to better understand and predict customer behaviour
  • Creating fast-moving marketing campaigns to target key customer segments and leverage customer analytics
  • Turning “interesting data” into valuable insights

James Alexander

Decisioning Director
Sky

ADAPTING TO DIGITAL DISRUPTION & BUSINESS TRANSFORMATION TO ENABLE CUSTOMER CENTRICITY

5:45 PM - 6:30 PM PANEL DISCUSSION: ENABLING DIGITAL TRANSFORMATION: RAPID RESPONSE AND VALUE DELIVERY THROUGH AGILE DIGITAL OPERATIONS

Christina Hirsch, Director, Customer Experience, Vodafone Germany Sebastian Zeiss , VP Automation & Department Development, Deutsche Telekom James Alexander, Decisioning Director, Sky , , Melissa Harris, CEO and Founder, Telecom Training Corporation
  • Creating and developing a transformative vision with the customer at the center
  • Deploying agile development by adapting operating models and organisational structure
  • Creating new opportunities and driving business growth

Christina Hirsch

Director, Customer Experience
Vodafone Germany

Sebastian Zeiss

VP Automation & Department Development
Deutsche Telekom

James Alexander

Decisioning Director
Sky

Melissa Harris

CEO and Founder
Telecom Training Corporation

ADAPTING TO DIGITAL DISRUPTION & BUSINESS TRANSFORMATION TO ENABLE CUSTOMER CENTRICITY

6:30 PM - 6:45 PM CHAIRMAN’S CLOSING THOUGHTS & CLOSE OF DAY ONE

Melissa Harris, CEO and Founder, Telecom Training Corporation

Melissa Harris

CEO and Founder
Telecom Training Corporation

ADAPTING TO DIGITAL DISRUPTION & BUSINESS TRANSFORMATION TO ENABLE CUSTOMER CENTRICITY

6:45 PM - 6:45 PM NETWORKING DRINKS