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PRE-CONFERENCE AFTERNOON WORKSHOP14:00-17:00 • 25TH SEPTEMBER 2018: NEW CUSTOMER JOURNEY MIND MAPPINGMind map your future customer’s journey alongside your peers! 71% of organisations cited customer experience as a competitive differentiator. However, many operators are still behind the curve when it comes to implementing changes in process and culture to achieve better customer satisfaction – establishing an excellent quality of service and engaging customer interaction is key to retaining and growing their customer base.

With this in mind, have you mapped out your customer’s journey? How do you set up a structure, which enables the entire organisation to put the customer first? Should they? There are many sales stages within a customer purchase from the browsing stage to purchase, all the way through to customer complaints management. If customer experience matters to you, then take your findings back to your team to start planning your future customer service now.

In this exclusive session, explore and discuss the end to end process development from sales lead to installation, from the 3-month stage to the upgrade as well as the customer complaints management throughout. When is the last time you had time away from the desk to map out your future strategy? Take your findings back to your team to start planning your future customer service now.

Led by Justin van der Lande, Principal Analyst, Analysys MasonJustin is a Principal Analyst for Analysys Mason and leads the AI and Analytics research programme, which is part of Analysys Mason’s Telecoms Software and Networks research stream. He specialises in business intelligence and analytics tools, which are used in all telecoms business processes and systems. In addition, Justin provides technical expertise for Analysys Mason in consultancy and bespoke large-scale custom research projects. He has more than 20 years’ experience in the communications industry in software development, marketing and research. He has held senior positions at NCR/AT&T, Micromuse (IBM), Granite Systems (Telcordia) and at the TM Forum. Justin holds a BSc in Management Science and Computer Studies from the University of Wales.

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Your day one agenda: 26th September

08:00 Welcome, Registration and Refreshments

08:45 Moderator’s welcome and opening remarks Melissa Harris MBA, CEO, Telecom Training Corporation

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

09:00 Market overview Justin van der Lande, Principal Analyst, Analysys Mason

09:15 Innovation headliner: Disrupt or Die 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.

Gary Walker, Founder, 22 North

09:45 Are you ready for the 4th industrial revolution? • 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? Graham Johnston, Head of Omni-Channel and Digital First, Three

10:15 Interview session: Getting sign off! • 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 futureSanjeev Jain, Chief Information Officer, EMEA, Verizon

10:45 Morning networking break and opportunity to visit the exhibition

09:00-11:00 INAUGURAL CEM LEADERSHIP PARTNER PROGRAMME

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

Led by Finbarr Joy, Group CTO, SuperBetFinbarr is Group CTO for Superbet, a new entrant into the online gaming industry. Previous to this he was Group CTO for Lebara, responsible for Product & Technology strategy, development and operations for Platform, Network, Technology Innovation & IT, across global Mobile, OTT Video, Financial Services, and IP voice/ messaging propositions.

With over 15 years’ leadership experience of technology ‘at the leading edge’, Finbarr is dedicated to helping organizations develop breakthrough business models powered by tech. His prior roles have included stints driving technology transformation at global operators such as BT, William Hill and Lebara, and he also co-founded and ran a UK-wide e-commerce consulting company through the 2000’s.

Finbarr’s early experiences included two years with Netscape, as a member of the team that brought the Internet to the world, and established the enduring model for digital innovation.

SESSION KEY Interview Session

Panel Session

Live Polling

Tech Factor

Case Study

Interactive Discussion Groups

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12:00 Effectively benchmarking your quality of service• 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?Martijn Franssen, Director Digital Customer Service, KPN

12:00 The use of sub-brands to personalise• What are the risks of sub-branding – can you weaken your overall brand identity as a result? • Howdoyoucommunicatere-brandsandsub-brandseffectivelytoyourcustomer?• How can you tailor a brand to a regional audience whilst maintaining the strength and integrity

of the parent brand?Timea Kozma Zekany, Strategic E2E Process & CEX Lead, UPC

13:00 Using messaging as a pure channel for customer interaction• Whatarethebenefitsofpuremessagingcustomerhandlingforboththecustomerand

theoperator?• Howdoesthisprocessaffectyourcurrentoperatingcosts–isittheslowdeathofyourcallcentres? Melanie Longdon, VP Operations Care and Sales, Liberty Global

13:00 What is added value to an enterprise? Achieving B2B brand loyalty • WhatarethenuancesbetweenB2BandB2Cinteraction?Isittwodifferentstrategiesaltogether?• WithcostalwaysbeingattheforefrontoftheB2Bcustomer,whataretheofftheshelfinnovations

whichcanimprovetheircustomerexperience?• IsthereawayinwhichincreasedCEMcostscanavoidbeingpassedontothecustomer?Erik Meijer, Strategy GPM/Group Innovation – eCompany, Deutsche Telekom

13:30 Networking lunch break 13:30 Networking lunch break

12:30 Is the key to quality of service always shiny new tech?• What are the quick wins in technology applications which will instantly bolster your network?• Exploreofftheshelfsolutionswhichcanenhancethecustomerexperiencewithouthurtingyourprofit

margins• Isitjustasmuchaboutprocessmanagementofexistingtechasitisnewimplementations?Walter Neeft, Sales Director, CALVI

12:30 Strategically partnering with third parties to enhance your customer offering overnight • Howcanyoufindtherightpartnertoprovideaddedvalueservicestoenhancethe

customeroffering?• Howdoyouneedtoadaptyourbusinessmodeltooptimiseyournewpartnership?• Doesitmakecommercialsensetopartneronlyintheregionswheretheaddedvalueis

morelikelytogeneratesalesor,isbrandconsistencybetter?Saad Naseer, Senior Manager Product Management, PTCL

NOW YOU KNOW YOUR CUSTOMER, WHAT DO THEY WANT?

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

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

Session One: A faultless quality of serviceModerated by Finbarr Joy, Group CTO, SuperBet

Session One: A brand which relates to the modern customerModerated by Melissa Harris, MBA CEO, Telecom Training Corporation

11:15 Headline panel session: Innovation under hyped or over hyped? • Costeffectiveinnovations:Takeawhirlwindtourofcurrentandfutureinnovationsavailabletoyouandassessthecosteffectivenessofeachtoyourbusinessmodel• Substanceoverstyle:Assessthecurrentusecasesofnewinnovationsincludingblockchainandtherealimpactitwillhaveonyourprocessmanagementandcustomerexperience• Changingyourbusinessmodel–DoesROIoftheseinnovationsoutweighthechangeswhichyouwillhavetomaketoyourinternalstructureandprocessworth?

Moderated by Tristan Allen, Innovation Consultant, room44

Lieven Foubert, Director CRM & Market Intelligence, Telenet

Graham Johnston, Head of Omni-Channel and Digital First, Three

Erik Meijer, Strategy GPM/Group Innovation – eCompany, Deutsche Telekom

Your day one agenda: 26th September

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14:30 Why social media is a power not to be ignored?• 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!Tom Bagnall, Group Director of Insights, Veon

14:30 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.

15:00 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? Representative from Dimelo

15:30 Afternoon networking break and opportunity to meet the exhibitors

SESSION TWO: THE TECH FACTOR! WHICH ONE IS GOING TO GO THE DISTANCE?

SESSION TWO: THE RISE OF SOCIAL MEDIA: IT’S NO LONGER ME, IT’S US!

15:30 Afternoon networking break and opportunity to meet the exhibitors

SESSION THREE: ANALYTICS FOR SMART DECISION MAKING AND STRATEGIC PLANNING

16:00 Interactive discussion groups

17:00 Chairs closing thoughts

17:15 End of day one and networking drinks party Join us for one the the highlights of the conference - the party! We invite you to unwind after a day of learning to relax with a glass of bubbly

Keeping up with behavioural

analytics

Collaborating with your ecosystem to

track customer patterns

Increasing your Net Promoter Score

(NPS)

Measuring call centre experience

Latest innovations in online analytics

Your day one agenda: 26th September

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

09:00 Moderator’s welcome Moderated by Melissa Harris MBA ,CEO, Telecom Training Corporation

09:15 Culture change headliner: CX Transformation – How do you actually deliver to your customer in a time of complex change? 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. Mike Ashton, Managing Director, ABCG

09:45 Interview session: Who is your leadership A-team? • 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? AntonioIvankovic,ChiefCustomerExperienceOfficer,Go plc

10:15 Reality check: The practical applications of AI in telecommunications Industry • 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? Wojciech Dziunikowski, Head of Integrated Assurance and Analytics Product Management, Comarch

10:45 Morning break and opportunity to meet the exhibitors

11:15 Headline panel session: Don’t fear the robots! Leading your team through an era of automation • 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

Moderated by Finbarr Joy, Group CTO, SuperBet

AntonioIvankovic,ChiefCustomerExperienceOfficer,Go plc

Veronika Krasnohorska, Innovation Advisor, Slovak Telekom

Frank Buettner, Head of Human Centred Design, VP, Swisscom

Your day two agenda: 27th September

Great selection of speakers, high level of information and ideas for my business - I can’t find anything to improve! Everything was perfect

Global Head Special Projects, Telefonica - Past Delegate

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13:30 Networking lunch break 13:30 Networking lunch break

DELIVERING THE BEST CUSTOMER EXPERIENCE ON THE CUSTOMER’S TERMS

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

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

Session Four: Tech to enable the customer to do it themselvesModerated by Finbarr Joy, Group CTO, SuperBet

Session Session four:Driving a cultural change to your customer and your organisation Moderated by Melissa Harris, MBA CEO, Telecom Training Corporation

12:00 How to enhance the Digital Billing Experience• Challenges faced by B2C & B2B CSPs to leverage and consolidate multiple billing platforms

to deliver a self-serve billing portal• DifferencesincomplexitybetweenB2C&B2Bbilling• Deliveringcentralisedvisibilityandunifiedbillingcommunicationsacrossfixed,mobile,data,hosted

ICT etc• Subscriber Data Intelligence & Customer Centric Observations• Simplifybillingcommstosignificantlyenhancethecustomerexperienceandreducecustomercare

costsIan Lindsay, Soft-ex

12:00 Case Study: How to bring get your entire organization on board to with customer experience?• How do you set up a structure which enables the entire organisation to think about the holistic

customer journey • Afterawarenesscreationwithintheorganization,howdoyougetthecustomertoactuallyfeelit?• Howdoyoucreateaneffectivecustomerserviceroadmaptoensurethatcustomersatisfaction

ismaintainedthroughouttheinteraction?Jonathan Haasl, Director Customer & Business Insights, Telenet BusinessAnnelies Van De Slijke, Engagement Manager, Telenet Group

Your day two agenda: 27th September

12:30 As customer experience professionals take charge of smoothing out ‘bumpy’ experiences on the customer journey, how can they ensure that customer communications deliver their brand experience promise?”• Unlocking the power of your billing data as part of an overall CEM strategy• Transforming your most-read communications into personalized, engaging interactions

that cut costs, improve satisfaction and drive revenue• Simplifying customer communications and making them easier to understand to triage issuesAaron Fullen, BriteBil

12:30 Case Study: Changing a corporate culture in an era of digital transformation• Ergonomics–Adaptingyourofficeenvironmenttothechangingdemandsofadigital

customerservicetomotivateandenhancewellbeing• Listentoyourworkforce–Continuouslyimproveyourcustomerexperiencebyimplementing

transparentcommunicationplatformsenablingyourteamstotroubleshootandrelayproblemsquicklytotherightdepartment

• Rewardyourworkforceaccordingly–Asyouinvesttotakeyourcustomertoadigitalfirstservice,adaptyourworkforceincentivestoreflectthischangeinternally

Veronika Krasnohorska, Innovation Advisor, Slovak Telekom

13:00 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? Peter Kleinhans, Head of Sales, solvatio AG

13:00 The mobile app with minimal intervention• 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?Branimir Spajic, Branimir Spajic, Director, CX Department, Hrvatski Telekom

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Your day two agenda: 27th September

SESSION FIVE: THE WORK BEHIND OF SCENES SESSION FIVE: DOES TECHNOLOGY KNOW THAT THE CUSTOMER IS ALWAYS RIGHT?

14:00 Data driven customer experience – how data and machine learning can (and cannot) drive better customer understanding and experience• 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 themFrank Buettner, Head of Human Centred Design, VP, Swisscom

14:00 Direct human interaction – keeping the best for last• Whatarethebenefitstoyourbusinessforkeepingyourcallcentreoperatorsasalastresort

forhandlingcustomers?• HowcanyouusethelatestCRMtechnologytooptimisetheuseoftheagent’stime?• Whatisthebestchatboxcustomerservice?Howhaschatboxchangedtheskillsetoftheoperator?Sladan Milicevic, Customer Experience Management Expert, Hrvatski Telekom

14:30 Panel discussion – When does personalisation become commercially impractical? • Debatethebenefitsofaddressableadvertisinganditsdirectimpactonrevenue• Discussthetechnologiesandanalyticaltoolsrequiredtopersonaliseeffectively• Whendoeshyper-personalisationbecomeintrusiveaswellasnon-costeffective? Tom Bagnall, Group Director of Insights, Veon Melanie Longdon, VP Operations Care and Sales, Liberty Global

15:30 Afternoon networking break and opportunity to visit the exhibition

SESSION SIX: BIG DATA, BIG CHALLENGES, BIG OPPORTUNITIES

16.00 Managing big data responsibly • Howdoyouprotectyournetworkandcustomerinformationfromcyber-attacks? • Whatduediligencemechanismscanyouimplementtoensurethecustomermaintainsownershipoftheirdata? • Identifyprocessesbywhichyouonlycollatedatawhichisnecessarytoavoidovercongestiononyournetwork Rohit Singh, Transition Manager, Vodafone Global Services

16:30 Closing Remarks and Group discussion: When does big data become a burden rather than a benefit? • Ensurethatyournetworkcansupportaninfluxofdata? • WilledgenetworkingbecomingmoreprevalentastheimpactofIOTincreases?• HowcanyouavoidanoverburdenonITdepartmentsbyreadjustingskillsetsandresponsibilitiesinternally?Led by Melissa Harris MBA ,CEO, Telecom Training Corporation

17:15 End of CEM in Telecoms Europe 2018 – See you next year!

It’s a mandatory annual event!Head of Customer

Experience Program, SFR

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