Customer Experience Management in Telecoms
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Customer Experience Management in Telecoms

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Learn how to engage your employees to deliver a

Learn how to engage your employees to deliver a
consistent end-to-end customer experience and
develop a CEM strategy that will drive tangible results

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    Customer Experience Management in Telecoms Customer Experience Management in Telecoms Document Transcript

    • SAVE UP TO €300! Lead Sponsor: 24 inspiring CEM ReGisTeR and pay By 13 JanuaRy 2012 case studies ledCustomer by CMOs, VPs and Customer Experience Directors!ExperienceManagement Your key challenges addressed: Drive tangible results from in Telecoms your customer experience programme both in the short- term and long-term Engage your employees at all levels to improve the customer 23rd - 26th January 2012 • Grand Connaught Rooms, London experience across every touch pointLearn how to engage your employees to deliver a Break down departmental silosconsistent end-to-end customer experience and and deliver an integrated and develop a CEM strategy that will drive tangible results consistent approach to customer experience 24 key Operator case studies from Europe Differentiate your CEM and The Middle East, led by: programme and find new ways to exceed your customers’ Vice President of Customer Experience, TdC denmark expectations Customer Experience Director, Telefónica sa and Use social media to improve Telefónica europe the customer experience and Chief Marketing Officer, Telefónica O2 ireland proactively manage your brand Chief Marketing Officer, Telekom serbia reputation Senior Vice President, Marketing & Customer Experience, du “When operators are under huge cost pressure, Chief Customer Officer, Tp Group, poland it is more critical than Director of Customer Experience Measurement & ever to learn about Improvement, Teliasonera successful CEM tools. You think you know Head of Customer Insight, Vodafone ireland all the best tools and Head of Best Experience, swisscom effective methodologies? At the CEM in Telecoms Customer Experience Director, BT Conference, you will be surprised how much value Take advantage of the additional learning opportunities: it can bring you!” pre-Conference Workshop – Monday 23rd January 2012 Csaba Böthe, Director of Customer Contacts and Examining how to radically improve your Customer Experience Readiness Operation Support, Led by stephen Blanchette, Founder & Consultant-Coach, LeapQ Magyar TelekomAssociate Sponsors: Register now @ www.customerexperienceevent.com
    • Customer Experience Learn from a world-classManagement in Telecoms speaker panel led by:All operators agree that the customer experience is the only wayto differentiate yourself in a highly competitive marketplace. By Arjun Seth, Customer Experience Director, BTdelivering an optimal customer experience, you can radically Francesca Rea, Customer Services Director, Cablereduce churn, increase ARPU and drive down operational costs. & Wireless WorldwideHowever, are you overwhelmed by the organisational Jan Gottstein, Head of Quality & Customer Satisfaction,transformation required to become a truly customer-centric Deutsche Telekomorganisation? Or do you want to know how to push theboundaries of your customer experience programme to maximise Subhra Das, Senior Vice President of Marketingprofitability and exceed customer expectations? & Customer Experience, DuAttending Telecoms IQ’s 3rd Customer Experience Management Csaba Böthe, Director of Customer Contactsin Telecoms event will provide you with the answers to these business and Operation Support, Magyar Telekomcritical questions. Krisztián Horovitz, Deputy Director of Marketing,Discover how to develop a business case for your customer Magyar Telekomexperience programme that justifies CEM as a ‘must-have’ andsecures top-level buy-in. You will also hear inspiring ways of engaging Marc Anné, Vice President of Customer Insightyour staff at all levels and how to embed customer-centricity into the & Advocacy, Orange Business Servicesheart of your company. Christina Taylor, Head of Best Experience, SwisscomCrucially, you will learn from proven examples of how customerexperience programmes have delivered a tangible increase in Alexandra Korman, Vice President of Market Segment,customer retention and driven all-important profitability. T-Mobile Czech RepublicPlus, hear from world-class examples of how to differentiate your Tomas Lykke Nielsen, Vice President of Customerbrand in an increasingly homogenous market and use it to emotionally Experience, TDC Denmarkengage your customers and secure their loyalty. Jonnie Cahill, Chief Marketing Officer,You will benefit from innovative case studies from the operators Telefónica O2 Irelandleading the way in customer experience management, including:Telefónica O2 Ireland, Du, TDC Denmark, Swisscom, BT, TeliaSonera Graham Webster, Customer Experience Director,and Deutsche Telekom. Telefónica SA and Telefónica EuropeReserve your place today if you want to bring back to your Vladimir Lucic, Chief Marketing Officer,organisation practical lessons on how to differentiate your customer Telekom Serbiaexperience programme and use it to drive profitability! Michel Defloor, Marketing Director, Telenet BelgiumCall: +44 (0) 20 7368 9737 or email: telecoms@iqpc.co.uk Marek Sláčík, Chief Marketing Officer, Telenor SerbiaI look forward to seeing you in January! Jarmo Kortelahti, Director of Customer Experience PS : Save up to €3 00 ! Measurement and Improvement, TeliaSonera Book and pay by Lena Pierre, Director of Customer Relationship 13 January Management, TeliaSonera Sweden 2012Julie Coates Piotr Gajek, Chief Customer Officer, TP Group PolandConference ProducerCustomer Experience Management in Telecoms Lale Saral Develioglu, Chief International Businessesps. Visit the event download centre for your free customer experience reports, Officer (Former Chief Marketing Officer), Turkcellarticles and interviews! www.customerexperienceevent.com Meltem Sahin, Customer Experience Division Head, Turkcell Follow Telecoms IQ @TelecomsForum to keep up Raymond Löhr, Vice President of Customer Experience, to date with news and developments in Customer Experience Management in Telecoms #CeMiQ UPC Broadband Miroslaw Suszek, Chief Operating Officer, UPC Poland Join Telecoms Networking Forum on LinkedIn Bob Buiaroski, Global Head of Converged Products Find out more about the latest developments in Telecoms IQ conferences and industry news with & Services, Vodafone the new Telecoms IQ blog http://telecomsiq.wordpress.com Paul Allen, Head of Customer Insight, Vodafone IrelandFor more information on the conference programme andspeaking opportunities, contact: Julie Coates, Conference Alessandro Lacovara, Head of Online Consumer,producer, Telecoms iQ +44 (0) 20 7368 9769 Vodafone Italyemail: telecoms@iqpc.co.uk Register now @ www.customerexperienceevent.com
    • Reasons you should sponsor Customer Experience Management in Telecoms to improve your business:• Generate new qualified leads - Access motivated, authorised buyers at the point where they are making purchasing decisions to further their strategies• Demonstrate thought leadership - Take centre stage in front of a captive and targeted audience and demonstrate your expertise and market knowledge• Network with key decision makers and influencers - Gain face to face meetings with existing and potential clients• Position your company brand front of mind - Be the name that all operators think of when selecting vendors• Stand out from vendor delegates - Stand out on an elevated platform with a heightened presence. Be seen as front of mind. Be the go to first company through maximum recognition at the event.• Gain competitive advantage - Have direct influence on selection criteriaFeedback from past sponsors: “It’s been a great event and a good size event for us, which is a good chance for you to network and to meet a lot of people.” alcatel-Lucent, director solutions Marketing “We’ve had some great discussion with operators that we haven’t spoken to before about some great initiatives as well as making some great introductions on the global operator base that you’ve had here.” Mds, Chief Marketing Officer For more information on sponsorship opportunities please contact: paul Williamson, project Manager, Telecoms iQ – T: +44 (0) 20 7368 9734 e: sponsor@iqpc.co.ukLead Sponsors:Sponsor: You will meet and network with:CxOs, VPs, Directors, Departmental Heads, Managers and Experts of: Western Europe 60% • Marketing • Brand Management Eastern Europe 24% • Customer Experience • Quality & Customer Scandinavia 7% • Commercial Operations Satisfaction Middle East 4% • Customer Care • Customer Insight APAC 3% • Customer Services • User Experience • Contact Centres • Customer Retention & Loyalty North America 2% • Customer Support • Customer OperationsView exclusive footage from CeM in Telecoms www.customerexperienceevent.com Media Partners: CLICK HERE Register now @ www.customerexperienceevent.com
    • Top five reasons to attend Case studies not to be missed:Customer ExperienceManagement in Telecoms: Learn how BT have driven a successful organisational change programme that has Hear from a world-class, operator led increased “right first time” rates by 50% speaker panel of 26 CMOs, VPs, Directors and Departmental Heads in charge of the Discover how Telefónica O2 are customer experience differentiating their brand in a saturated market and establishing an emotional Learn from proven case studies how to connection with their customers improve the customer experience whilst increasing your profitability and reducing Understand how Du are successfully operational costs breaking down departmental silos in order to deliver a consistent and seamless Gain first-hand insight into the initiatives customer experience across all that will successfully engage your staff to touch points improve the customer experience across all touch points Determine how Vodafone Ireland are engaging front line teams to drive up NPS Understand how to differentiate your brand scores using performance based metrics in a saturated market and find new ways to exceed your customers’ expectations Examine how Telekom Serbia have developed an innovative governance Benchmark your initiatives with other model and road map to ensure the long industries who are leading the way in CEM term delivery of their customer experience through an interactive cross-industry panel programmePre-Conference WorkshopMonday 23rd January 2012Registration and coffee will begin at 09:30. The workshop will take place between 10:00 and 16:00 with appropriate breaks for lunch and refreshments.Examining how to radically improve your Customer Experience ReadinessMost customer experience programmes fail because organisations do not consider the underlying enablers that need to be in place in order to execute them successfully. This practical, interactive workshop will introduce you to seven areas of Customer Experience Readiness and invite you to complete a self-assessment to identify current gaps in your strategy. By sharing case studies and best practices, you will be able to develop your own action plans for closing these gaps and improving your organisations likelihood of success.agenda:• Determining what ‘Customer Experience Readiness’ looks like (and what it does not look like) by drawing on two illustrative case studies • Undertaking an individual self-assessment based on 20 specific enablers within the seven areas of CE readiness • Discussing and prioritising the most common gaps amongst participants based on their self-assessments • Sharing relevant best practice examples that demonstrate what some of the world’s most successful customer experience practitioners are doing • Facilitating the development of individual action plans aimed at closing gaps and gaining tractionLed by: stephen Blanchette, Founder & Consultant-Coach, LeapQStephen is a 360-degree, end-to-end brand and customer experience specialist with over 20 years of multi-national experiencein the field of brand and customer experience management.Prior to founding LeapQ, Stephen held director-level positions in some of Europes leading telecoms companies, where hisresponsibilities included brand strategy, communications, customer and employee experience, marketing, insights and intelligence. Register now @ www.customerexperienceevent.com
    • Conference Day One: Tuesday 24th January 2012 08 :30 Registration and coffee 11:20 determining how to systematically measure, CA SE report and improve the customer experience DownloaD 08 :55 Welcome address STUDY • Understanding how to measure and report your exclusive Julie Coates, Conference Producer, Telecoms iQ the customer experience with integrity poDcast with JarMo 09 : 00 Opening remarks from the Chair: • Determining how to establish actionable KPIs Kortelahti per Blom, Head of Consulting, ericsson in order to improve the customer experience Followed by a speed networking session • Scrutinising the role of management in leading and prioritising improvements in the customer experience dRiVinG ORGanisaTiOnaL ChanGe • Examining how to reduce unnecessary contact with your 09 :20 determining how BT are driving an organisational customers to improve the customer experience and reduce cost change programme that is significantly improving • Determining how to establish a common corporate wayCA SESTUDY the customer experience to continuously improve the customer experience • Examining how BT have successfully redesigned their Jarmo Kortelahti, Director of Customer Experience organisation from the ground up in order to deliver their Measurement & Improvement, Teliasonera desired customer experience: 11:50 establishing how to develop intelligent customer - Developing new roles and responsibilities engagement strategies that maximise profitability - Business process re-design and retention whilst reducing costs - Re-organising front line teams LivePerson will explain how intelligently engaging - Re-organising operations teams customers whilst they are online can transform the - Establishing training programmes customer experience. This session will discuss how • Understanding how BT developed customer-centric leading Telecoms brands are implementing customer performance metrics and empowered their employees to experience management strategies that leverage the encourage the right behavior benefits of the online channel. • Establishing how BT managed to improve their “right first • Determining how to monitor online customer behavior time” rates by 50% as a result of their change programme and segment and target visitors in real time arjun seth, Customer Experience Director, BT • Examining how to drive incremental revenue by increasing 09 :50 discovering how to differentiate your customer browser to buyer conversion rates, maximising ARPU experiences by finding new ways to surprise your and lifetime valueCA SESTUDY customers and exceed their expectations • Understanding how to deflect costly call volumes whilst • Understanding the journey to delivering emotional maintaining First Contact Resolution Rates and customer engagement with your customers and creating “fans” service expectations • Determining how to deliver emotional engagement • Establishing how to deliver CSAT >90% and NPS +25 and more through branded customer experiences • Determining how to integrate online customer service and social • Examining how to leverage the touchpoints and media to create fans and a brand that customers rave about “moments of truth” to improve the customer experience: Chris humphris, Telecoms Account Executive, Liveperson - Designing the customer experience throughout the 12 :10 Roundtable discussion session: What are the most customer lifecycle and across the key drivers of loyalty INTERACTIVE effective ways of measuring and monitoring the - Examining a line installation example that illustrates SESSION customer experience? the physical and emotional aspects of the customer Delegates will have the opportunity to participate in two experience out of three discussion sessions. At the end of each • Exploring insight-based initiatives to create differentiation session, the facilitator for each group will summarise the and loyalty: key findings before opening up the discussion to the floor. - Treating existing customers better than new customers Topic 1: What criteria should you use to effectively measure - Innovative Reward programmes the customer experience? - Using sponsorship in innovative ways to create Topic 2: How do you measure customer advocacy and emotional engagement and loyalty emotion and use this information to understand the Graham Webster, Customer Experience Director, customer experience? Telefonica sa and Telefonica europe Topic 3: How often should you collect and monitor 10 :20 Turning your customer experience programme into your customer experience data and how can you do thisCA SE a company-wide initiative in a systematic and sustainable way?STUDY • Learning how to brand and package your customer 13:10 Lunch experience initiative • Understanding how to ensure top-level buy-in and eMpLOyee enGaGeMenT involvement 14:10 desktop matters: understanding how to improve agent • Establishing how to secure company-wide acceptance satisfaction to drive customer experience • Determing how to make customer experience a strategic In most contact centres, the agents face a daunting task. priority and how to set smart targets and KPIs They are out on the front lines, often with minimal training, • Exploring how to continuously monitor your progress expected to be knowledgeable not only in your products and share this information with the rest of the company and services, but also in finding their way through • Understanding how to sustain employee involvement many different applications and processes. All the while and commitment your customer is getting irritated about the long call time or Meltem sahin, Customer Experience Division Head, being transferred from one agent to the other. Turkcell & Lale saral develioglu, Chief International How do you provide a superior customer experience while Businesses Officer under pressure to cut costs? The only way is by taking care (Former Chief Marketing Officer), Turkcell of your agents first. This involves rapid access to relevant 10 :50 Morning refreshments information, intuitive UI to simplify and optimize navigation, and minimal learning so that agents can resolve issues without transferring calls. Learn about how service providers across the world are leveraging best practices to simplify the life of agents, leading to enhanced agent satisfaction and customer experience. anat Grynberg, Product Marketing, amdocs For your booking enquiries you can email us now: telecoms@iqpc.co.uk
    • Conference Day One: Tuesday 24th January 2012 14:30 Learning how to develop Kpis for your customer • Understanding how to improve relationships betweenCA SE experience programme based on the key needs and departments:STUDY expectations of your customers - Establishing speed networking initiatives to facilitate • Establishing how to evolve your KPIs to take into account cross-functional communication and bring to life an your customer experience measurements: understanding of the end-to-end customer experience - Examining how to turn your brand values into • Determining how to establish a governance system for actionable KPIs your brand values to ensure they are consistently • Determining how to ensure that your KPIs reflect your delivered at every touch point strategic objectives: subhra das, Senior Vice President, Marketing & Customer - Customer acquisition Experience, du - Reduced churn - Reduced complaints 15:50 afternoon refreshments - Increased gross profitability 16:20 determining how to engage employees and senior • Establishing how to develop and leverage tools such management to drive consistent customer experiences CA SE as balanced scorecards and dashboards to monitor STUDY across all touch points performance and drive continuous improvement • Understanding how to put empathy at the centre of your • Understanding how to engage your organisation to deliver product and service development on your selected KPIs • Establishing how to close the gap between the design Tomas Lykke nielsen, Vice President of Customer and the reality of the customer journey Experience, TdC denmark • Examining how to build a culture and capability 15: 00 determining how to build a better customer experience framework for creating and maintaining compelling with business analytics customer experiencesCA SESTUDY The impact of data running across the service delivery andreas erbe, Head of Design Academy & Experience ecosystem on customer experience can be profound Design Coach, swisscom for operators. With many systems involved across 16:50 exploring how to engage employees in improving the the service delivery supply chain, points of failure or customer experience across all touch points CA SE underperformance can directly impact the quality and STUDY • Establishing how to foster an organisational culture level of service a customer receives. Identifying the route that makes the customer experience relevant to staff cause and correlations that need action in order to build at all levels a compelling customer experience can be difficult, so • Understanding how to implement initiatives to facilitate new generation discovery driven analytics is needed to staff feedback and ensure that they feel they are drive improvement and sustainable control across being heard operator business processes. • Determining how to use employee awards as a tool to You will learn: optimise the customer experience • How to drive a deeper understanding of how data across • Discovering how to incentivise staff to design innovative business processes impacts customer experience customer experience solutions • Examples of how operators have used discovery driven • Understanding how to establish a continuous business analytics to drive customer experience improvement loop to ensure sustainable progress improvement Miroslaw suszek, Chief Operating Officer, upC poland • How to add sustainable analytic business controls to the service assurance process 17:20 Cross-industry panel discussion: how can you develop • What operators need to do to ensure that data, INTERACTIVE a profitable customer experience strategy that drives processes and systems are assured to drive a new level SESSION customer loyalty? of customer experience • How do you build the business case for your customer Matt hooper, Chief Marketing Officer, Mds experience strategy and secure C-Level buy-in? • How can CEM programmes deliver an ROI and how do 15:20 scrutinising how to break down departmental silos you maximise it?CA SE and deliver an integrated and consistent approach • How can you design an optimal customer experienceSTUDY to customer experience management strategy? • Determining how to change the structure of your • How can you link the customer experience to your brand organisation to deliver a consistent, seamless and values and make these values real and operational? sustainable customer experience: • How can you establish and drive the relationship between - Processes customer experience and customer loyalty? - Operational models panellists include: - Job roles and competencies derek allison, Head of Consumer Centricity, sony uK • Identifying the role of senior management in bringing dug Falby, Former Head of Customer Experience, about a customer-centric culture change dixons stores Group • Understanding how to manage the transition from John Gilbert, Consultant and Former Customer & a business-centric culture to a customer-centric culture Operational Excellence Director, aviva and how to track the progress of your transformation Liana dinghile, Group Strategy Director EMEA, programme siegel+Gale • Examining how to drive accountability and ownership Jonnie Cahill, Chief Marketing Officer, Telefónica at every step of the customer journey and across O 2 ireland every department: Claire Kavanagh, CRM Manager, Giffgaff - Identifying the role of “touch point champions” to take responsibility for each touch point 18 :10 Closing remarks from the Chair • Evaluating different initiatives for breaking down siloed 18 :20 networking drinks reception thinking in your organisation • Determining how to stimulate communication between departments: - Organising staff exchange programmes in order to understand how different departments work and what their impact is on the customer experience For your booking enquiries you can email us now: telecoms@iqpc.co.uk
    • Conference Day Two: Wednesday 25th January 2012 08 :30 Registration and coffee • Leveraging the results of the journey mapping process to make internal efficiencies: 09 : 00 Opening remarks from the Chair - Identifying opportunities to reduce calls to the call centre • Determining how to bring your customer journey mapping JusTiFyinG The Business Case to life and embed it into your organisation: - Ensuring ownership and accountability 09 :10 exploring how to develop a compelling business case • Establishing the importance of gaining CEO buy-in when for your customer experience programme, secure topCA SE implementing your customer journey mapping andSTUDY level buy-in and involve the whole organisation understanding how to achieve this • Examining how to develop a business case for your Bob Buiaroski, Global Head of Converged Products customer experience management programme that & Services, Vodafone justifies CEM as a ‘must have’ as opposed to a ‘nice to have’ daTa anaLyTiCs • Determining how to set clear goals and establish measurable and ambitious objectives 11:30 panel discussion: how can you leverage your customer • Learning how to create a top-down and bottom-up INTERACTIVE data to proactively improve the customer experience? engagement approach SESSION • How can you manage the quantity of data and decide • Understanding how to establish hard and soft motivation which data to use to understand and optimise the triggers: customer experience? - Management by Objectives (MBO) • How can you use your data to gain a better - Organisational culture change understanding of your customers’ behaviour? piotr Gajek, Chief Customer Officer, Tp Group, poland • How should you act on your data analysis and insights in order to improve the customer experience? 09 :40 determining how to drive tangible results from your • How can you leverage network analytics to detect andCA SE customer experience programme proactively resolve a customer’s problem before theirSTUDY • Exploring how to demonstrate the link between the satisfaction rate falls? investment made in your customer experience programme steve Jolly, Head of Connected World, Telefónica O 2 uK and increased retention and profitability: sean Timiney, Managing Director – Mobile Solutions, - Improved NPS scores - Reduced operating costs Compuware • Developing and implementing lean initiatives to improve the customer experience whilst lowering operational costs 12 :10 understanding how to leverage analytics of combined • Establishing how to monitor the performance of your network and customer data in order to be customer customer experience strategy and determine how and centric in problem resolutions when you will start to see results: - Short-term: stefan Jung, Strategic Product Manager, ericsson - Reducing calls to the call centre 12 :30 Lunch - Reducing the number of call centre agents - Improving NPS scores and customer satisfaction 13:30 evaluating the risks and opportunities presented by the - Long-term: implementation of a new CeM strategy CA SE - Reducing churn as a result of NPS gains STUDY This presentation will uncover the experiences and key lessons learnt - Acquiring new customers during the implementation of a major project focused on improving the • Understanding how to establish and sustain a close end-to-end ordering process in the German market. relationship with the financial department to optimise the • Determining how to choose the “moment of truth” success of your customer experience programme • Establishing how to identify your experience gaps and For speaker updates, please visit: then design the customer experience www.customerexperienceevent.com • Understanding how to prove the impact of your CEM strategy and address any intra-organisational doubts 10 : 00 understanding how to use the customer experience to • Learning how to implement customer experience initiativesCA SE dramatically increase your revenues and increase that are measurableSTUDY customer retention and recommendation rates • Examining how to overcome the challenges of • Do we really care? Benchmarking the industry’s customer implementing your CEM strategy experience efforts • Establishing how to ensure that your CEM strategy is • Examining the tools and techniques that can be used to sustainable quantify the customer experience Jan Gottstein, Head of Quality & Customer Satisfaction, • Establishing how to take an evidence-based approach to deutsche Telekom managing the performance of your call centre agents • Exploring the benefits of using churn propensity modelling CusTOMeR enGaGeMenT to grow your revenues and retain your customers Raymond Löhr, Vice President Customer Experience, 14: 00 establishing how to meet customers’ expectations upC Broadband for cross-channel consistency • Determining how to understand subscriber sentiment 10 :30 Morning refreshments and its impact on loyalty • Establishing the importance of knowing the customer 11: 00 examining how to use customer journey mapping to lifecycle and how to incorporate multi-channel intoCA SE improve the quality of the customer experience across each touchpointSTUDY all your touch points • Examining key learnings from telecom industry leaders • Understanding how to define minimum standards for the • Connecting experience with the value derived against customer experience: important KPIs - Ensuring customers get what they want, when they want Lara Valverde, director, Telecom Industry Marketing, it and through their channel of choice Rightnow • Determining how to map the customer journey in the most effective way Register now @ www.customerexperienceevent.com
    • Conference Day Two: Wednesday 25th January 2012 14:20 exploring how to use the results from your voice of the 16:40 The 3 i’s of intelligent agent-driven customer care:CA SE customer campaigns to design customer-centric extending CRM to smart devicesSTUDY products, services and campaigns • Establishing the need for insightful solutions in the call • Establishing how to leverage the voice of the customer centre and in consumers’ hands; solutions that help to to design product and service bundles that are simple and reduce complexity and increase efficiency customer friendly - Ensuring that you do not disregard customer feedback • Determining the need for intuitive tools; tools that are that you may not agree with easy to deploy, require minimal training, were designed • Understanding how to test the usability and user for ease of use, and that simultaneously engage and acceptance of your products and services and use the empower care agents results to drive enhancements • Examining the need for impactful care strategies; • Determining how to develop bundles that can evolve with strategies that increase first call resolution by tier 1 the changing needs of the customer: agents, increase Net Promoter Scores, and that take - Ensuring the flexibility required to adapt your bundles advantage of the increasing power of the cloud (SaaS) to the rapidly evolving technology trends and John Fazio, Chief Executive Officer, innopath software customer demands • Using the voice of the customer to develop targeted 17: 00 understanding how to personalise your customer marketing campaigns that will drive sales calls and footfall in retail stores: CA SE service and radically improve the way in which your STUDY - Balancing this with the need for a quick campaign launch staff respond to increasingly complex customer queries • Determining how to co-ordinate your campaigns with the • Determining how to enable your call centre agents to relevant internal departments to ensure there are no deliver a personalised service to your customers: conflicts that will impact on the customer experience - Case study from a Cable & Wireless Worldwide Vladimir Lucic, Chief Marketing Officer, Telekom serbia implementation for a major customer • Learning how to balance the personalisation of customer 14:50 examining how to put the customer at the heart of your network service with the cost of delivering this and determiningCA SESTUDY • Establishing why optimal customer experience how to ensure an ROI depends upon bridging the gap between the business • Establishing how to improve your call centre problem and the network solving capabilities beyond a transactional relationship • Discovering what the network tells you about your with the customer: customers: people, behaviours, locations and handsets - Determining how to equip frontline agents with the tools • Understanding how you can capture and leverage this and information they need to achieve this network data across the business for deeper customer • Exploring how to enable your call centre staff to gain insight and improved customer loyalty and retention • Examining the customer experience improvements access to your back-office experts to ensure the right realized by operators to date people are available at the right time to solve a neil Coleman, Director of Global Marketing, actix customer’s problem Francesca Rea, Customer Services Director, Cable 15:10 understanding how T-Mobile Czech Republic & Wireless WorldwideCA SE are leveraging their customer insights to driveSTUDY improvements in the customer experience 17:30 panel discussion: how can you leverage your This presentation will focus on how T-Mobile Czech INTERACTIVE customers’ interactions across multiple channels to Republic are optimising their customer intelligence in order SESSION proactively improve the customer experience? to develop a deep understanding of the needs and • How can your customers’ sales and service journeys expectations of their customer base. The speaker will also explore how to turn your customer insight into an actionable help you to understand and optimise the customer customer experience improvement strategy. experience? alexandra Korman, Vice President Market Segment – • How can you ensure an optimal and consistent customer Residential, T-Mobile Czech Republic experience across multiple channels? • How can you support the end-user journey across touch 15:40 afternoon refreshments points to secure satisfaction? CusTOMeR seRViCe • How can you use your data to gain a better understanding of your customers’ behaviour? 16:10 determining how to engage your front line teams to • What is the role of shared knowledge in improving theCA SE drive up your nps scores customer experience?STUDY • Identifying the most important channel KPIs for driving • How can you leverage a customer’s actions and history customer advocacy to detect and proactively resolve a customer’s problem • Establishing how to engage front line teams around customer experience metrics before their satisfaction rate falls? • Examining how to manage advocacy through ian Jones, Head of Strategic Solutions, eGain performance-based metrics • Understanding how to drive continuous improvement from 18 :20 Closing remarks from the Chair your front line channels paul allen, Head of Customer Insight, Vodafone ireland 18 :30 end of Conference day Two Register now @ www.customerexperienceevent.com
    • Conference Day Three: Thursday 26th January 2012 08:30 Registration and coffee • Determining how to leverage the customer experience to 09: 00 Opening remarks from the Chair increase customer loyalty: - Is it possible to do this? diFFeRenTiaTinG yOuR BRand • Establishing how to predict a customer’s propensity to churn 09:10 examining how to stimulate brand affinity and radically based on their customer experience and how to act on this to improve your relationship with your customers prevent churnCA SE • Determining how to ensure high customer satisfaction at theSTUDY • Determining how to take a 360 degree approach to driving customer loyalty that takes into account price, DownloaD beginning of the customer lifecycle in order to optimise retention value and brand affinity your exclusive • Establishing what mechanisms exist to lock in customers to • Establishing how to differentiate your brand in poDcast with your network an increasingly homogenous and saturated Jonnie cahill Lena pierre, Director of Customer Relationship Management, telecoms market: Teliasonera sweden - It’s all about "Share of Voice" right? 12 :20 Roundtable discussion session: What should be the link between • Examining how to align your brand with your strategic priorities the value of your customer and the investment made in improving • Learning how to use your brand and its assets to establish an INTERACTIVE SESSION their customer experience? emotional connection with your customers Delegates will have the opportunity to participate in two out of three • From branding things to building things: Scrutinising the role of discussion sessions. At the end of each session, the facilitator for leadership and its impact on customer retention and profitability each group will summarise the key findings before opening up the • From costs to investments: Exploring brand investment as a profit discussion to the floor. generator and examining the significant ROI that Telefónica O 2 Topic 1: To what extent should you focus your efforts on migrating Ireland have secured through their sponsorship activities your low value customers into high value customers? Jonnie Cahill, Chief Marketing Officer, Telefónica O 2 ireland Topic 2: How much effort should you spend on retaining your high value 09:40 establishing how Telenor serbia are differentiating their brand customers? values and ensuring the long-term delivery of their customer Topic 3: How can you improve your service efficiency for yourCA SE low value segments without compromising the quality of theSTUDY experience programme • Determining how Telenor Serbia have defined and customer experience? differentiated their brand position 13:10 Lunch • Establishing how Telenor Serbia are building a customer experience governance model to track and manage the consistent delivery of CusTOMeR expeRienCe FOR The Business seGMenT its brand values across all touch points: 14:10 determining how to use a single Kpi to drive a company-wide - Engaging internal and external stakeholders: focus on the customer experience for your business customers CA SE - Frontline channels - Employees STUDY • Managing the challenges of identifying and understanding the - Senior management needs of your business customers • Examining how Telenor Serbia are ensuring the long-term delivery • Understanding how to mobilise your organisation to improve the of their brand values and customer experience programme: customer experience for your business customers: - Using a scoring system to prioritise projects based on the impact - Determining how to use customer loyalty as a key metric on the customer experience • Establishing how to improve the in-life customer experience of your - Developing a road map to plan and manage the long business customers and drive customer advocacy term strategy of the customer experience programme • Scrutinising examples of initiatives that have been implemented at Marek sláčík, Chief Marketing Officer, Telenor serbia Telenet Belgium to improve the customer experience throughout 10 :10 establishing how to accurately measure your customers’ true the customer lifecycle mobile data experience – not just their network performance Michel defloor, Marketing Director, Telenet Belgium Within the next 24 months, mobile data customers will be more 14:40 identifying and overcoming the challenges of developing effective important to the wireless operator’s business than their voice CA SE customer experience programmes for your business customers customers. Current CEM solutions often lack one vital ingredient STUDY • Learning how to develop effective loyalty improvement – the ability to measure the true, real-time experience on the programmes for your business customers mobile data services customers use most frequently. In this session, • Determining how to report the results of your customer experience you will discover how the mobile data customer experience has been programme to your customers and to your senior management: impacted by problems that operators’ existing CEM solutions did not - How to distinguish which bad experiences are worth investigating detect. Topics include: - How to present data about bad customer experiences and • Examining how wireless data customer expectations are being action these shaped by the content and services they access most frequently - How to disseminate stories of positive customer • Understanding the business impact of a poor end-user experience experiences internally and externally • Establishing the business value of measuring service quality • Examining how to use customer journey mapping to improve the from the true end-user perspective, not just from data based on quality of the customer experience across all touch points by network performance delivering an integrated approach whilst breaking down david Bailey, Sector Manager – Mobile Solutions, Compuware process silos 10 :30 Morning refreshments • Understanding how to design a personalised customer journey and develop solutions in collaboration with your business customers in order BuiLdinG a ReLaTiOnship WiTh yOuR CusTOMeRs to meet their needs 11: 00 From online customer experience to “multi-modal experience • Exploring how to deliver greater value for money for your marketing” business customersCA SESTUDY • Understanding Vodafone Italy’s multi-modal experience strategy Marc anné, Vice President Customer Insight & Advocacy, Orange • Scrutinising the peformance KPIs that Vodafone Italy are using: Business services - Conversion rates - Click-through rates - Lead generation rates 15:10 “My T-systems”: a big step forward in self-care for enterprises - Activity rates - Engagement rates - NPS and sMes at Magyar Telekom - Online sentiment and reputation data CA SE STUDY • Establishing why and how Magyar Telekom decided to introduce • Examining Vodafone Italy’s Countdown case study - an innovative Hungary’s first-ever, single sign-on self-care portal for enterprise web sales channel that promotes special offers on products and and SME customers services to all customers • Understanding how Magyar Telekom developed and introduced • Scrutinising Vodafone Italy’s in-house social media marketing and the My T-Systems portal: “social caring” strategy - Examining the portal’s functionality and the design • Exploring the Vodafone Lab - a web community where brand - Overcoming the difficulties that occurred during the development enthusiasts exchange information and use forums, blogs and wikis • Determining the go-to-market strategy for My T-Systems: to diffuse and promote Vodafone values - Scrutinising the technical introduction alessandro Lacovara, Head of Online Consumer, Vodafone italy - Examining the marketing campaigns that were developed: 11:30 Customer service is the new marketing: establishing how - Print and online adverts - PR articles - DM campaign to leverage social media to optimise your customer • Evaluating the market response to My T-Systems:CA SE - Usage statisticsSTUDY service offering • Understanding how customer service is changing: from - Feedback from customers and market specialists one-to-one to shared Csaba Böthe, Director of Customer Contacts and Operation • Establishing how to build your own community to reduce costs and Support, Magyar Telekom improve satisfaction & Krisztián horovitz, Deputy Director of Marketing, Magyar - What platform should you use? Telekom - What kind of dialogue should you adopt? 15:40 Closing remarks from the Chair - How many human resources do you need? • Examining how to engage with customers through new contact 15:50 end of conference channels: the digital contact centre • Discussing examples of successful implementations - Evaluating the ROI don’t forget to sign up for the stephane Lee, CEO & Co-Founder, dimelo 11:50 determining how to drive the relationship between customer workshop day when registering experience and customer loyalty • Scrutinising the relationship between customer experience and for the conference! customer loyalty COPYRIGHT Telecoms IQ 2011, Due to unforeseen circumstance the programme may change and IQPC reserves the right to alter the venue and/or speakers For your booking enquiries contact us on +44 (0) 20 7368 9737
    • Customer Experience 5 WAYS TO REGISTER Management in Telecoms Tel: +44 (0) 20 7368 9737 Pre-Conference Workshop: 23rd January 2012 Fax: +44 (0) 20 7368 9301 Examining how to radically improve your Customer Experience Readiness Post: your booking form to Three-Day Conference Programme: 24th-26th January 2012 IQPC UK, 2nd Floor, To speed registration, please provide the priority code located on the mailing label or in the box below. 129 Wilton Road, London My registration code is SW1V 1JZ Please contact our database manager on +44 (0) 20 7368 9300 or at database@iqpc.co.uk quoting the registration code above to inform us of any changes or to remove your details. www.customerexperienceevent.com DElEGATE RATES Email: telecoms@iqpc.co.uk Book and pay before Package 13th January 2012* Standard Price Full Access Pass Pre-Conference Workshop 1 Save €300 €3,299 + VAT €3,599 + VAT Team Discounts* Three-Day Conference IQPC recognises the value of learning in teams. Groups of 3 or more Three Day Pass booking at the same time from the same company receive a 10% Three Day Conference 1 Save €200 Two Day Conference & €2,599 + VAT €2,799 + VAT discount. 5 or more receive a 15% discount. 7 receive a 20% discount. Pre-Conference Workshop (23rd-25th) Only one discount available per person. Two Day Conference Day Two and Day Three Conference Save €150 Venue & Accommodation Only (24th-25th) 1 €1,749 + VAT €1,899 + VAT Day Three and Day Four Conference VENUE: Grand Connaught Rooms, 61-65 Great Queen Street, London, Only (25th-26th) England, WC2B 5DA Tel: +44 (0)20 7405 7811 * To qualify for discounts, payments must be received by the early bird registration deadline. Early booking discounts are not valid in conjunction with any other offer. ACCOMMODATION: Travel and accommodation are not included in the All prices are exclusive of UK VAT at 20% UK VAT registration no. GB 799 2259 67 conference fee; however we have put together a HotelMap that displays discounted accommodation for hotels in the area to the Grand Connaught Delegate Details Rooms. The map displays live availability and allows you to book directly Please photocopy for each additional delegate with each hotel: http://www.HotelMap.com/M3A7E Mr Mrs Miss Ms Dr Other Alternatively, if you would like to book your accommodation by phone, you can call Daniel Spinner, our dedicated London concierge, on 020 7292 First Name Family Name 2335 (if outside UK +44 20 7292 2335) quoting Special Reference Code M3A7E. He will be happy to help you with your hotel booking and provide Department Mobile No. assistance organising your time in London. 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