Day Two

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

8:50 AM - 9:00 AM WELCOME ADDRESS

Melissa Harris, CEO and Founder, Telecom Training Corporation

Melissa Harris

CEO and Founder
Telecom Training Corporation

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

9:00 AM - 9:30 AM ADOPTING A TRULY CUSTOMER CENTRIC APPROACH: HOW TO DRIVE THIS THROUGHOUT THE BUSINESS

Jonathan Haasl, Director, Customer & Business Insights, Telenet
  • Building a cross-functional senior management team to align priorities with CEM strategy
  • Creating CX champions across departments
  • What are our customers’ goals and how can we deliver this vision across all channels?

Jonathan Haasl

Director, Customer & Business Insights
Telenet

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

9:30 AM - 10:00 AM HOW TO ENHANCE THE BILLING EXPERIENCE

Ian Lindsay, SVP Sales, Soft-ex
  • Challenges faced by B2C & B2B CSPs to leverage and consolidate multiple billing platforms to deliver a self-serve billing portal
  • Differences in complexity between B2C & B2B billing
  • Delivering centralised visibility and unified billing communications across fixed, mobile, data, hosted ICT etc.
  • Subscriber Data Intelligence & Customer Centric Observations
  • Simplify billing comms to significantly enhance the customer experience and reduce customer care costs

Ian Lindsay

SVP Sales
Soft-ex

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

10:00 AM - 10:30 AM HOW TO REDUCE CHURN THROUGH A PRE-EMPTIVE RETENTION STRATEGY

Mario Resina, Head of Quality, NOS
  • Why a more proactive solution should be employed alongside a reactive solution
  • The impact of segmentation and big data analytics on understanding customer behaviour
  • Measuring change and communicating this across the teams

Mario Resina

Head of Quality
NOS

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

10:30 AM - 11:00 AM MOVING FROM OMNI-CHANNEL TO OMNI-DIGITAL: DRIVING TO ZERO FRICTION CUSTOMER ENGAGEMENT

Gemini Waghmare, Founder & CEO, UXP Systems

Gemini Waghmare

Founder & CEO
UXP Systems

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

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

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

11:30 AM - 12:00 PM ESTABLISHING A TOP-DOWN, BOTTOM-UP APPROACH TO DRIVE CUSTOMER-CENTRICITY THROUGHOUT THE BUSINESS

Julia Marquart, Customer Experience Expert, A1 Telekom Austria Karin Pöltner, Customer Experience Expert, A1 Telekom Austria
  • Building a sustainable and measurable CEM strategy
  • Creating CX ambassadors across departments
  • Delivering customer-centricity across all touchpoints

Julia Marquart

Customer Experience Expert
A1 Telekom Austria

Karin Pöltner

Customer Experience Expert
A1 Telekom Austria

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

12:00 PM - 12:30 PM BUILDING CEM AS A SYSTEM

Nina Gyubbenet, CEM Director, Tele2
  • Continuous improvements for customers based on NPS
  • Major upgrades in customer relations through product UX testing, Customer Journey Mapping and Core Service (network quality) Improvement

Nina Gyubbenet

CEM Director
Tele2

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

12:30 PM - 1:00 PM THE IMPACT OF MERGERS & ACQUISITIONS ON THE CUSTOMER EXPERIENCE

Michaela Fulekova, Innovation Advisor, Slovak Telekom
  • Exploring the challenges of merging operations and the impact this has on your CX programme
  • Is this a blessing in disguise? Are larger changes easier to implement as new teams and structures are formed?
  • What should your priorities look like and you setting realistic expectations?

Michaela Fulekova

Innovation Advisor
Slovak Telekom

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

1:00 PM - 1:30 PM TECHNOLOGY DEMONSTRATION DRIVE

Introducing 3 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.

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

1:30 PM - 2:30 PM NETWORKING LUNCH

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

1:30 PM - 2:30 PM LUNCH & LEARN – RESERVED FOR LOGMEIN

Csaba Járomi, Senior Manager, Solutions Consultant, LogMeIn

Csaba Járomi

Senior Manager, Solutions Consultant
LogMeIn

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

2:30 PM - 3:00 PM NOT JUST A USABILITY LAB ANY MORE!

Marcin Charkiewicz, Head of Customer Testing Center, Orange
  • The story of Orange Customer Testing Center: Why we established an internal usability lab, and why today it is not good enough
  • Why Human experience, not Customer experience only? How do we handle that?
  • Is there really any measurable relationship between EX & CX? Can this be monitored in telco?
  • New technologies and new challenges: What research on AI CX can teach us?
  • …and some more tips from researcher perspective

Marcin Charkiewicz

Head of Customer Testing Center
Orange

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

3:00 PM - 3:45 PM INTERACTIVE ROUNDTABLE A: HOW TO ENHANCE CVM THROUGH UPSELLING AND CROSS-SELLING

Ankit Rai, Group Marketing Lead, CVM, Lebara

Ankit Rai

Group Marketing Lead, CVM
Lebara

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

3:00 PM - 3:45 PM INTERACTIVE ROUNDTABLE B: THE INTEGRATION OF SERVICE DESIGN TO HELP CREATE NEW PRODUCTS & SERVICES

Natasa Brzovic, Head of Customer Experience and Support Service Design Section, Hrvatski Telecom

Natasa Brzovic

Head of Customer Experience and Support Service Design Section
Hrvatski Telecom

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

3:00 PM - 3:45 PM INTERACTIVE ROUNDTABLE C: THE NEVER-ENDING STORY: SATISFYING THE EVER-GROWING DEMANDS OF YOUR CUSTOMER

Attila Mosonyi, Head of Base Management, UPC

Attila Mosonyi

Head of Base Management
UPC

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

3:45 PM - 4:15 PM AFTERNOON BREAK & NETWORKING

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

4:15 PM - 4:45 PM APPLYING BEHAVIOURAL ECONOMICS AND COGNITIVE PSYCHOLOGY INTO OPERATIONS TO DRIVE IMPROVEMENT

Branamir Spajic, Head of Customer Escalation Management Process Section, Hrvatski Telekom
  • Moving beyond one-size-fits-all mindset
  • Do different customers need different approaches?
  • What strategies can be employed to personalise experiences across your customer base?
  • What are the pitfalls of not responding to behavioural patterns?

Branamir Spajic

Head of Customer Escalation Management Process Section
Hrvatski Telekom

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

4:45 PM - 5:45 PM FOCUS GROUP: MEETING CUSTOMERS’ REAL NEEDS AND RESPONDING TO THEIR ACTUAL BEHAVIOUR

Simon Moore, Chartered Psychologist and Managing Director, Innovationbubble
  • What psychological factors dictate customer decision-making?
  • Why is understanding non-conscious behaviour and experience essential in managing customer engagement?
  • How do we reach into unconscious mind of the customers to better understand and meet their real needs and respond to their actual behaviour?

Simon Moore

Chartered Psychologist and Managing Director
Innovationbubble

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

5:45 PM - 6:00 PM CHAIRMAN’S CLOSING THOUGHTS & CLOSE OF CONFERENCE

Melissa Harris, CEO and Founder, Telecom Training Corporation

Melissa Harris

CEO and Founder
Telecom Training Corporation