New Era Of Corporate Communications Riaan Vanmeulen Fnb
LATEST CEM AGENDA
1. 27th-29th June 2016 • Prague, Czech Republic
Headline industry speakers at the European telecoms industry’s #1 customer experience meeting place:
Aude Barth
VP Voice of
Customer
Voice of
Orange People
Orange
Vesa Jaakkola
Director
Business
Strategy
Service Design
Elisa
Barna
Kutvolgyi
MD Consumer
Division
JT Global
Milan Ruzicka
VP B2B
Marketing
T-mobile
Netherlands
Ralf Nejedl
SVP B2B
and ICT
Deutsche
Telekom
Carmine
Muscariello
Customer
Experience
Director
Bouygues
Telecom
DaviCaacbay
Senior Manager
Performance
Lifecycle
Management
TelekomAustria
Group
ChrisKeogh
Head of Client
Service
Management
eirBusiness
SergioRendon
Global Head
of Customer
Experience
MNC’s
Telefonica
Global
Solutions
Ignas
Brazdauskas
Head of
Customer
Operations
Tele2Lithuania
NigelBowman
Head of NPS
VodafoneUK
JanosHee
Director Digital
Business
Sunrise
Communications
Geert
Kelchtermans
Director
E-Transformation
Proximus
NandaHauet
Director Voice
of the Customer
KPN
RobertLota
Regional Head
of Service
Excellence
T-mobile
CzechRepublic
Europe’s premier
meeting place for
BOTH the business
and consumer CEM in
Telecoms community
2 tailored
B2C and B2B
tracks under
one roof!
Digitally transform your organisation and generate a culture of enterprise-wide continuous CEM improvement to take the
next step in your customer experience evolution and shape the future of the European telecoms industry
Only at CEM in Telecoms Europe will you find…
40+Expert
Speakers 10+ Hours Dedicated
Networking 2 Separate B2B and
B2C Conferences 75%+ Practitioner
Attendees 30+Countries
Represented
Start the discussion now:
#CEMEurope
Telecoms IQ
Professional Network
Register now at www.cemintelecomseurope.com
Early confirmed sponsors:
2. Register now at www.cemintelecomseurope.com
CEM in Telecoms European Summit is…
DesignedforCEMprofessionals,byCEMprofessionals– following months of in-depth market
research and direct feedback from the event advisory board, we only cover the issues you really want
to hear about
Fullofresults-drivencasestudiesand‘how-to’guidesfromtheregion’scustomerexperience
experts– walk away with concrete examples of strategies that really work, and an action plan of how
you can implement them straight away
Avendor-neutralknowledgesharingplatform– avoid the sales
pitches and benefit from your competitors’ CEM investments, as
your peers share which of their solution implementations really
worked!
Afullycustomizableagenda–plan well ahead to ensure each
attendee joins the focus day sessions, streams and interactive
discussions most relevant to the needs of your business and
ensure you get every question answered!
Thenextstepinyourcustomerexperienceevolution!
CEMEurope2016:Whatyourteamneedstoknow!
Central Europe’s
#1 Telecoms event
30+
Speakers
3
Days of
interaction
10+
hours of
dedicated
networking
Don’t have time to read through this entire brochure? Then cut out this handy 2-page guide to the CEM in Telecoms European Summit and share with your team!
YOUR INTERACTIVE EVENT AGENDA
Select your preferred
intimate 12-person
Interactive
Discussion Groups
taking place on
each day of the
conference to
ensure you get your
most pressing issue
addressed
Join the Speed
Networking session
on Tuesday 26th to
quickly match your
needs with those
of the conference
vendor partners,
and identify peers
who share your
challenges
Fire Strategies on
Tuesday 26th to
identify those tactics
that have worked for
your peers, and vote
for your favourite
using the CEM
Europe conference
application
NEW!
Hear the
Quick NEW!
Join the
Best
PracticeKnowledge
Exchange sessions
on Tuesday 26th
to identify the key
lessons B2B and B2C
customer experience
professionals can
learn from one
another
NEW!
exclusive Breakfast
Briefing on
Wednesday 27th to
identify What’s Next
for CEM in Telecoms
and discover how
to future-proof your
organisation to
remain competitive
in the long-term
Participate
in the
15+
Sponsors and
Exhibitors
3. Register now at www.cemintelecomseurope.com
Twoeventsinone:WhatthismeansforyourB2Cand
B2Bcustomerexperienceteams!
NEW! Pre-Conference Focus Day: Monday 27th June
g Hear from Proximus, Vimpelcom, and Sunrise Communications digitally transform the customer experience
B2C TRACK B2B TRACK
Conference Day One: Tuesday 28th June
g Learn from JT Global and Orange Group how to
develop a culture of continuous CEM improvement
g Split into streams to identify the latest customer care
innovations, or identify how to exploit customer data to
enhance the customer experience
ConferenceDayTwo:Wednesday29thJune
g Learn from Telekom Austria how to optimize
commercial performance and reduce inefficiencies
whilst enhancing the customer experience
g Split into streams to discover how to bring the
customer into the heart of product design, or learn
how to personalise your marketing campaigns to
improve ROI and satisfaction
Conference Day One: Tuesday 28th June
g Hear from Telefonica and KPN how to embed the Voice
of the Client into process design to ensure long-term
client satisfaction
g Discover how to leverage insight into the buyer journey
to market to the right individuals within your target
accounts with T-mobile Netherlands
g Discuss how to gain CAPEX investment for your new
client-centric strategies with eir Business
ConferenceDayTwo:Wednesday29thJune
g Learn from Omnitel how to ensure company and
client base mergers have no negative impact on the
customer experience
g Identify how to develop digital and partner services to
provide additional value to customers with Elisa
g Participate in discussion groups dedicated to your market
segment to ensure you are meeting the needs of your
SoHo, SME, Multinational and Government accounts
Following your feedback, we’ve brought together the B2B and B2C telecoms markets under one roof to share tactics and best practices for customer experience excellence. Plus, a brand
new focus day will ensure you go home with the knowledge you need to maximise the impact of the technical side of your organisation on the end-user experience.
With the content and agenda for each track specifically designed to meet certain business needs, make sure you attend the sessions that address your current challenges!
Attend the Digital focus day if you:
g Need to keep up with customers’ demands for digital
sales and service
g Are trying to ensure consistent enterprise-wide digital
adoption
g Want to align channel priorities and leverage digital
change to deliver seamless omni-channel experiences
Attend the
B2C track if you:
Attend the
B2B track if you:
g Want to leverage
consumer insights to
move from reactive to
proactive CEM
g Struggle to build a
culture of continuous
customer experience
improvement in the
consumer market
g Need to deliver first-class
customer care across
each of your front-line
contact channels
g Want to build credibility
in the corporate market
and ensure your
services are seen as
reliable and useful
g Need to transform your
enterprise division to
increase efficiency and
client satisfaction
g Are looking to
maximise spending
across the enterprise
market and build long-
term client advocacy
Agenda at a Glance
4. Register now at www.cemintelecomseurope.com
CEM in Telecoms Europe is back… and it’s bigger and better than ever!
Thank you to our CEM in Telecoms
Advisory Board members
Thank you to our media partners for
their support
In an increasingly competitive, saturated and consolidating telecoms market, in which the popularity of OTT and digital
services continues to rise, there is little anyone can do to prevent customers from wanting the latest and greatest in
innovation and convenience when it comes to connectivity. However what you as CEM professionals can do is deliver the
simple yet personalised experiences that the modern customer, whether consumer or corporate, demands from you, to
ensure they stick with your network!
Welcome to the CEM in Telecoms European Summit, Europe’s premier meeting place for the telecoms customer
experience community – your chance to gain the skills and insight needed to take the next step along the path to
customer centricity, and evolve to become a truly customer-centric organisation.
Benefit from the insights of 40+ of the region’s CEM elite, with over 300 years’ combined experience in innovating
driving customer-centric change, and choose from either the B2B and B2C market workstream to go home with
solutions to the most pressing issues you face right now.
Here’s your chance to be the catalyst for change within your company, and either:
Join the B2C track to:
g Establish how to exploit customer data to understand
their needs and move from reactive to predictive CEM
g Discover how to generate a continuous improvement
culture and move customer centricity from programmes
to business as usual
g Hear how to leverage digital to move from multi-channel
to omni-channel customer experience delivery
Join the B2B track to:
g Establish how to give control and visibility to clients to
ensure they see you as a credible and trustworthy service
provider
g Identify how to simplify complex order processes to
reduce sales cycle length and increase client satisfaction
g Learn how to form product partnerships to enable upsells
and provide complete solutions for clients
Registering is easy - just visit www.cemintelecomseurope.com, email us at enquire@iqpc.co.uk or give us a call on
+44 (0) 20 7368 9809
On behalf of the entire CEM in Telecoms team, we look forward to meeting you in Prague this June
The next phase in your customer experience evolution begins here!
Best wishes,
Zoe Amos
Director – CEM in Telecoms European Summit
P.S. Can’t wait until June? Check
out the online Resource Centre,
where you can find complimentary
whitepapers, interviews and
additional learning resources!
Henriette Jehnert
VP Customer Experience Omnichannel IVR
Deutsche Telekom
Radu Ciocan
Group Director Customer Experience
Ooredoo
Roman Nedielka
Director Group Customer Experience
Etisalat
Heinz Honemann
Senior Executive Customer Experience
Accenture
5. Register now at www.cemintelecomseurope.com
Newfor2016forB2CandB2BCEMProfessionals
New time, new place, and new content to match!
Alongside the old favourites that you ask for each and every year, we’ve taken on your feedback to evolve the event, prioritise new learning opportunities
for 2016 and deliver the content that you want. Plus – a conference isn’t just about work, so we’ve added in a few fun features we hope you’ll love.
Content just for you
You asked – we delivered. The challenges faced by the
corporate and consumer market can differ greatly so
we’ve put together two separate workstreams to ensure
you benefit from the case studies and tactics directly
applicable to your business.
No more sales pitches!
Tired of hearing the same tired presentations from VPs of
Business Development? Us too. So we guarantee that all
2016 presentations will be jointly or entirely led by your
practitioner peers, and you reap the benefits of their past
investments
Stay on the ball
Concentrating for a whole 30 minutes can be tricky. The
ideaPitch sessions will provide you with quick-fire cutting-
edge strategies and solutions to your challenges, in bite-
size chunks of no more than 6 minutes.
You Set the Agenda
Do you have a burning question you’d like answered?
The focused Interactive Discussion Groups provide the
perfect platform for you to ask these in an informal and
open environment. With multiple tables and topics to
choose from and limited space on each, make sure you
sign up in advance to guarantee your spot.
The early bird catches the worm
Brave enough to start your day at 8am? Then join the
other early risers at an exclusive breakfast briefing and
benefit from additional learning and networking time in a
relaxed environment
Get the techies on-side
Struggling to get your IT or network departments thinking
about the customer? Join one of the pre-conference
focus days to understand how to better collaborate
and reach your CEM vision, or even better – bring your
colleagues along for the day!
See you in the Boardroom?
You told us that customer-centricity has finally reached the C-suite, so make sure your Chief
Customer Officer doesn’t miss out on this exclusive networking opportunity.
The CEM Europe Corporate Leaders’ Boardroom is an exclusive, invitation only forum for up to 20 customer experience
leaders to review their most pressing business issues with peers and industry experts. Taking place alongside the CEM
in Telecoms European Summit, attendees will benefit from the senior, closed-door sessions at the CLB, as well as the
keynote presentations and wider networking of the wider event. The Corporate Leaders’ Boardroom agendas run as
a facilitated meeting with opportunities for all attendees to be involved in the discussions, sharing ideas and drawing
conclusions - this is your chance to participate in an op en debate whilst ensuring your contributions remain top secret!
To request an invitation and find out if you qualify to attend, please email us enquire@iqpc.co.uk
6. InspiringcasestudiesanddiscussionsledbytheEuropean
telecomsindustry’scustomerexperienceexperts:
Aude Barth
VP Voice of Customer
Voice of Orange
People
Orange Group
Sergio Rendon
Global Head of Customer
Experience MNC’s
Telefonica Global
Solutions
Barna Kutvolgyi
MD Consumer Division
JT Global
Milan Ruzicka
VP B2B Marketing
T-mobile Netherlands
Ralf Nejedl
SVP B2B and ICT
Deutsche Telekom
Nigel Bowman
Head of NPS
Vodafone UK
Janos Hee
Director Digital Business
Sunrise
Communications
Geert Kelchtermans
Director
E-Transformation
Proximus
Nanda Hauet
Director Voice of the
Customer
KPN
Carmine Muscariello
Customer Experience
Director
Bouygues Telecom
Eric Vernier
Director Digital Centre
of Excellence
Vimpelcom
Jean-Marc Balquet
Director Customer
Analytics
Orange
Vesa Jaakkola
Director Business
Strategy Service
Design
Elisa France
Chris Keogh
Head of Client Service
Management
eir Business
Selcuk Ozer
Head of CX Product
Management
Turkcell
Robert Detal
Director B2B Large
Accounts
Orange Poland
Robert Lhota
Region Head of
Service Excellence
T-mobile Czech
Republic
Vojin Jaukovic
Contact Centre
Director
Serbia BroadBand
Davi Caacbay
Senior Manager
Lifecycle and
Performance
Management
Telekom Austria Group
Tamas Dabasinskas
Head of Large
B2B Group
Omnitel
Kateryna Nebeska
Head of Customer
Experience
Kyivstar
Neil Baucutt
Head of Customer
Experience Mobile
Services
O2 UK
Marcin Charkiewicz
Head of Customer
Testing Centre
Orange Poland
Ignas Brazdauskas
Head of Customer
Operations
Tele2 Lithuania
Sarper Karaaslan
Churn and Loyalty
Department Manager
Digiturk
Register now at www.cemintelecomseurope.com
Truly best-in-class speaker panel
and conference organisation
Senior Manager Customer Support,
Bilzoo Broadband Media
7. Checkinwithsomeofyourexpertspeakers
Engaging all areas of the business with customer centricity
Digitally transforming to future-proof my organisation
Bridging the gap between the network and customer experience
departments
Janos Hee, Director Digital Business, Sunrise Communications
Janos has been leading the digitalization initiative within Sunrise since 2014, defining the
strategy for the new online platform and setting up a new digital business team. He has over
15 years’ experience in business and IT change initiatives, as well as the commercial aspects
of the online world.
Delivering a seamless omni-channel experience
Developing customer-centric products and propositions
Bridging the gap between the network and customer experience
departments
Barna Kutvolgyi, MD Consumer Division, JT Global
Barna Kutvolgyi joined JT as Managing Director in 2011 after working through the ranks
at KPN, Vodafone and Reuters. During his C-level career in telecoms he has filled various
commercial and marketing roles in Hungary, Kenya, Turkey, Cyprus and Romania. Currently,
Barna is responsible for JT’s local PSTN, fixed broadband and mobile units in the Channel
Islands as well as JT’s International MVNO company (ekit), which provides roaming solutions
for travelers from the US, Europe, Australia, Brazil and India..
Delivering a seamless omni-channel experience
Digitally transforming to future-proof my organisation
Developing customer-centric products and propositions
Oleg Koss, Head of Customer Experience Department, Kyivstar
Oleg Koss is an expert in marketing and customer experience. He holds engineering degree
in telecommunications and Executive MBA from IE Business School. Since Oleg 2006
works in various telecommunication companies. Oleg has led customer experience team in
Kyivstar since 2014. He is interested in developing innovative products bringing new exciting
experiences to customers.
Delivering a seamless omni-channel experience
Engaging all areas of the business with customer centricity
Gaining a 360 view of customer needs
Eric Vernier, Digital Center of Excellence Director, Vimpelcom
After two Master’s degrees, Eric has experiences in the oil and videogame industries before
switching to telecoms. He spent 4 years as the Marketing Intelligence manager at Bouygues
Telecom, then took in charge the operation and optimization of the customer-facing websites
in 2011 with eCare first, then eCommerce. He drove his teams through the switch from a
purely marketing and communication-driven web to a measure and results-driven activity,
enhancing customer experience and increasing business metrics.
Moving to one of the biggest telco group in the world, Vimpelcom, Eric recently set up the
Center of Expertise for Online channels, the structure in charge of spearheading the digital
transformation of the 14 subsidiaries
We asked the speaker panel which challenges they were most hoping to address at the event
Register now at www.cemintelecomseurope.com
8. Register now at www.cemintelecomseurope.com
Who else will you meet at the CEM in Telecoms European Summit?
Excellent networking opportunity
with interesting insights on how
other operators address customer
experience
Head of Online Care Sales SMB, Swisscom
To have a focus on B2B specific
content was priceless – it is so rare
to find such dedicated quality
content
Marketing Studies Manager, Orange Business
Very well organised event, great
networking opportunities – I gained
a lot of insights from best practices
in the area
Customer Care Manager, CYTA
Each year old friends and new faces from across Europe gather
to discuss their biggest customer experience challenges, and
strategies for success, and 2016 will be no different!
Attendee Breakdown
What have past delegates said?
CX Network is the global online network for customer experience, service and
marketing leaders. The network provides expert commentary, tools and resources to
help CX professionals leverage customer management strategies to increase customer
acquisition and loyalty, whilst driving increased profits across the entire organization.
CX leaders can also contribute to the network and position themselves as thought-
leaders within the industry.
Telecoms IQ is an international online resource and content centre for Telecoms
Media professionals. For the past 7 years Telecoms IQ has delivered latest, up-to-
date, insightful, and unbiased information pertaining to the entire Telecom Industry,
across both live events and our online resource centres and social communities
The CX Network Telecoms IQ communities combine!
By function
By seniority
Customer Experience/Care - 40%
Marketing - 20%
Digital/Online - 15%
Network Performance - 15%
Insights/Analytics - 10%
VP/C Suite - 10%
Director Level - 45%
Department Head - 30%
Manager - 10%
Other - 5%
Companies represented across the B2B and B2C events in 2015 included:
9. Register now at www.cemintelecomseurope.com
Pre-ConferenceFocusDay–Monday27thJune
10:45 Telecoms IQ and Conference Chairperson’s Welcome Address
Digitally Transforming the Customer Experience
11:00
Case Study How Sunrise keep the customer at the heart of their digital transformation
g Hear how Sunrise took a dual phase approach to digitally transforming their business
- Upgrading their site based on internal reviews in phase 1
- Leveraging their ‘Customer Journey Factory’ to proactively design customer experiences in stage 2
g Hear how Sunrise developed a single portal for their retail and web sales channels to ensure a seamless cross-channel experience for customers
g Learn how careful customer journey mapping and digital upgrades have simplified the sales process by moving standard online transactions from 12 clicks to just 3
g See the first results of the new digital platform in terms of both customer satisfaction and commercial performance
Janos Hee, Director Digital Business, Sunrise Communications
11:40
Case Study How Proximus are digitally transforming to become a truly omni-channel organisation
g Learn how Proximus implement digital change across their sales and support channels to deliver seamless omnichannel experiences for customers
g Establish how to leverage digital to align channel priorities and move from competition to co-operation
g Discuss how Proximus employ agile working methods to develop new platforms and digitise processes within their retail stores
g Identify the next steps for Proximus to ensure successful and consistent digital adoption across all their customer-facing channels
Geert Kelchtermans, Director E-Transformation, Proximus
12:20
Case Study How Vimpelcom take both a centralised and decentralised approach to digital transformation
g Discuss how Vimpelcom have developed a Digital Centre of Excellence to reduce skill and capability gaps across each of their subsidiaries, and increase levels of digital maturity
across the enterprise
g Establish how to move from a hierarchical and siloed way of thinking to a more ‘digital’ mindset
g Determine how Vimpelcom keep PL ownership for digital change with the subsidiary organisations to ensure each has both the means and mandate to react to customer needs
quickly and efficiently
g Explore examples of digital pilots and proof-of-concepts that have improved both the customer and employee experience
Eric Vernier, Director Digital Center of Excellence, Vimpelcom
10. Register now at www.cemintelecomseurope.com
13:00 Networking Lunch
14:00
Interactive Session Digital Transformation Interactive Discussion Groups
Your chance to deep-dive the most pressing issues you face right now in groups of up to 15 like-minded peers. With time to join 2 discussions, make sure you sign up for your preferred
topics in advance to ensure a seat at the right table!
Topics include:
g Digitally transforming the contact centre
g Digitally transforming the retail store
g Embedding social into your digital strategy
15:30 Networking Refreshments
16:00 Discover how to digitally transform your retail stores to deliver experiences your customers will love
g Identify which in-store customer interactions will benefit most from digital transformation
g Discover how to leverage in-store self-service kiosks and digital POS to reduce customer waiting times and provide more choice
g Discuss how to equip your in-store agents with real-time insight into a customer’s past behaviours and needs to increase conversion
g Learn how to ensure consistency across your retail digital platforms and those across other channels to deliver seamless customer experiences
For updates on the speaker panel, please visit www.cemintelecomseurope.com
Interactive Session How can you put the people, systems and processes in place to deliver excellent digital customer care?
g How can you make the business case for digital transformation of your organisation? Is this something you can even control?
g How can you create a corporate digital culture and get all areas of the business engaged with these activities?
g How can you leverage digital channels to reduce costs and inefficiencies?
g How can you encourage consumer adoption and uptake of your digital channels?
Eric Vernier, Director Digital Center of Excellence, Vimpelcom
Geert Kelchtermans, Director E-Transformation, Proximus
Janos Hee, Director Digital Business, Sunrise Communications
17:20 Closing Remarks from the Chairperson Networking Drinks Reception
11. Register now at www.cemintelecomseurope.com
ConferenceDayOne–Tuesday28thJune
09:00 Telecoms IQ and Conference Chairperson’s Welcome Address
Customer Experience in the B2C Market Customer Experience in the B2B Market
09:15
Case Study
How Bouygues Telecom are transforming their
processes to deliver a seamless omni-channel
customer experience
g Discover how Bouygues have developed customer-centric lean processes and
capabilities to simplify things for customers and staff
g Learn how to overcome the complexity of differing requirements of each sales and
service channel to standardise processes across multiple channels
g Identify the role of digital transformation in delivering a seamless omni-channel
experience for customers
g Determine the progress made by Bouygues so far, and the impact on agent AHT,
customer satisfaction and commercial performance
Carmine Muscariello, Customer Experience Director, Bouygues Telecom
Case Study
Hear how Deutsche Telekom have become a
trusted companion to the B2B market
g Determine how DT ensure they keep their brand promises to build trust across their
enterprise customer base and add value to customers
g Discuss DT’s vision for ensuring continued trust and client engagement in an
increasingly competitive market
g Discover how to display the value of your services to prospects and win their long-term
trust and loyalty
Ralf Nejedl, SVP B2B and ICT, Deutsche Telekom
09:55
Case Study How JT Global have made customer-centric
thinking business as usual
g Hear how JT Global migrated their billing systems and rationalised their tariffs to
simplify and enhance their customers’ experience
g Discover how JT Global took this migration as an opportunity to reinvent how they
track customer experience metrics and feedback across multiple touch points
g Learn how JT Global have now developed a culture of continuous customer experience
prioritisation and improvement
g Identify the next steps for JT Global to ensure sustainable customer-centric change
Barna Kutvolgyi, MD Consumer Division, JT Global
Case Study
How Telefonica Global Solutions deliver customer
experience excellence for their multinational
customers
g Determine how Telefonica developed a closed-loop system to ensure satisfaction and
feedback is gathered across the whole MNC customer journey, and used to proactively
improve the customer experience
g Establish how to overcome the challenge of combining multiple languages, cultures,
departments and geographies under one standardised framework
- Linking customer satisfaction metrics to financial incentives
- Creating enterprise-wide kick off and customer update events
g Discuss the results of differing amendments and evolutions of the programme since its
launch 4 years ago
g Learn how Telefonica are now leveraging their MNC customer experience framework as
a foundation for customer-centric change across the whole B2B enterprise
Sergio Rendon, Global Head of Customer Experience MNCs, Telefonica
12. Register now at www.cemintelecomseurope.com
10:35
Case Study
How Telefonica UK deliver a best-in-industry
experience for customers with service problems
g Determine how Telefonica reduce customer effort within their unassisted care channels
to ensure customers have the most up-to-date information surrounding current
network problems
g Hear how Telefonica are becoming more proactive with their outbound
communications to ensure customers feel fully supported
g Discuss how to turn a negative network experience into an opportunity to impress each
of your customers and increase their long-term satisfaction
Neil Baucutt, Head of Customer Experience Mobile Services,
Telefonica UK
Case Study Amplifying CEM Value For B2B Customers
g Discover how to build a journey based customer experience measurement system to
deliver proactive care for your B2B customer
g Determine how to differentiate the various Service Level requirements across your B2B
customer customer base (NPS, CSAT,KQI)
g Identify how to support B2B through end to end ICT assurance
g Explore the idea that Omni-channel Digital Customer Care for B2B needs more than just
a fancy frontend application.
Mark Geere, Principal Consultant, Huawei Technology Co.
11:15
Speed Networking refreshment break
Form those initial relationships early - take a few minutes in the spotlight to introduce yourself to your peers,
whilst exchanging business cards to compete for the title of ‘Best Networker’ and a prize!
11:45
Interactive Session CEM Interactive Discussion Groups
Your chance to deep-dive the most pressing issues you face right now in groups of up
to 15 like-minded peers. With time to join 2 discussions, make sure you sign up for your
preferred topics in advance to ensure a seat at the right table!
Topics include:
g Digital Transformation
g Self-Service strategies
g Social customer care
g Contextual marketing
g Customer Insight
g Product service design
Interactive Session CEM Interactive Discussion Groups
Your chance to deep-dive the most pressing issues you face right now in groups of up
to 15 like-minded peers. With time to join 2 discussions, make sure you sign up for your
preferred topics in advance to ensure a seat at the right table!
Topics include:
g Network Performance
g The importance of best-in-class invoice
and billing intelligence in the world of
customer retention and NPS - facilitated
by Calvi
g Customer Contact Strategies
g Bridging the customer engagement gap
between on-cloud sales and on-premise
BSS/OSS - facilitated by Amdocs
13:00 Networking Lunch
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
I would recommend this conference - getting in touch
with international colleagues facing equal challenges,
and inspiring talks, really opens your mind
CEM Loyalty Manager, Telenet
13. Register now at www.cemintelecomseurope.com
Consumer Market
Customer Care
Consumer Market
Customer Insight
Customer Experience
in the B2B Market
14:00 Client Led Session Hosted by
ResolveSystems Case Study
How Orange are
exploiting customer
data to improve customer satisfaction
and spending
g Establish how Orange gather feedback from
multiple channels to identify the causes of churn
and channel deflection throughout the customer
lifecycle
g Hear how Orange build social media feedback and
sentiment analysis into their customer research to
gain a full picture of customer needs
g Identify how to manage the complexity of multiple
CRM systems to ensure you source and aggregate
the right data needed to support your customer
research project and deliver actionable results
g Explore how Orange have built predictive models
to proactively manage their customers’ experience
Jean-Marc Balquet, Customer Analytics
Director, Orange
Interactive Session
Fireside Chat:
Disruptive Customer-
Centric B2B Marketing
In this on-stage interview, Milan will share T-mobile’s philosophy
of embedding customer-centric thinking into everything they
do, and how they connect with their existing and potential
clients. How can you navigate through the decision-making unit
and determine who you should be engaging with? How can you
gain insight into the buyer journey and leverage this to increase
client satisfaction and new sales?
Milan Ruzicka, VP B2B Marketing, T-mobile Netherlands
14:40 Examine how to develop an easy-to-use
self-service solution and effectively
migrate your customers to self-care
channels
g Establish the business case for moving to a self-
service system: how can you justify the high initial
investment?
g Discuss how to develop an online self-care system
that is easy-to-use and delivers a consistently
positive customer experience
g Understand how to overcome the challenges of
integrating different legacy systems in order to
ensure a simple self-care experience
For updates on the speaker panel, please visit
www.cemintelecomseurope.com
Understand how to set up a robust Voice
of the Customer program and use it to
drive improvements in the customer
experience
g Identify how and when to capture the VoC in order
to effectively monitor the customer experience
g Determine how to overcome the barriers to
understanding the true customer experience
- Encouraging customers to give information
following a negative experience
- Dealing with the bias towards the extremes and
giving a voice to the silent middle ground
g Discuss how to establish robust procedures and
processes to systematically respond to and take
action as a result of direct customer feedback
For updates on the speaker panel, please visit
www.cemintelecomseurope.com
Case Study
How KPN effectively capture
and leverage the Voice of the
Client to transform their
customers’ experience
g Learn how KPN built a new team to gain an outside-in
perspective on their performance and better insight into the
needs of their customers
g Hear how KPN close the loop following their NPS
measurements, and have developed customer improvement
plans based on this feedback to ensure every customers’ needs
and expectations are met
g Determine the differences between B2B and consumer market
VoC initiatives, and how to ensure your programme is relevant
to B2B market needs
Nanda Hauet, Director Voice of the Customer, KPN
14. Register now at www.cemintelecomseurope.com
15:20 Networking Refreshments
B2B B2C Customer Experience Best Practice Knowledge Exchange
15:50
Interactive Session What can CEM professionals in the B2C and B2B markets learn from one another?
Your chance to hear how the other half live and see which initiatives from the B2C world you could adapt and implement in the B2B market, and vice versa! Submit your questions
throughout the day, either to the registration desk or via the conference app to ensure they get answered!
Nigel Bowman, Head of NPS, Vodafone UK
Robert Urbsyzs, Director B2B Service, Orange Poland
16:30
Case Study How Orange leverage employee and customer feedback to create a culture of continuous customer experience
improvement across both the B2B and B2C market
g Determine how Orange leverage employee and customer feedback to align the priorities of their 250,000 employees across 32 countries and transform into a more customer-centric
organisation
- How can you find common ground for those working in each of the B2C and B2B markets?
- How can you take into consideration geographic cultural differences?
g Hear how Orange pilot new customer operational and support initiatives and adapt their programmes to fit the needs of the local market
g Explore best practice examples of customer-centric performance improvement from across Orange’s footprint, and how they can be applied to your organisation
Aude Barth, VP Voice of Customer Voice of Orange People, Orange Group
17:10
New Learning Format! Quick-Fire CEM Strategies
In this session, speakers will each have up to six minutes to share a new way of working or strategy. They can use any media they like to get information across to the audience – the only
rule: no Powerpoints! Delegates will then vote via their conference apps for both the most engaging speaker as well as the most innovative new idea
17:45 Closing Remarks from the Chairperson Networking Drinks Reception
15. Register now at www.cemintelecomseurope.com
ConferenceDayTwo–Wednesday29thJune
08:15
New Learning Format! B2C and B2B Knowledge Sharing Breakfast: Retail.. Contact centres.. Online care. What’s next?
g Identify future customer demands, and how to keep up with expectations in 2020 and beyond
g Discuss the latest thinking in human-centred design, customer process automation, predictive analytics and artificial intelligence to develop a pathway to delivering on these
expectations
To be kept up to date with which industry influencer will be leading this panel, please visit www.cemintelecomseurope.com
09:00 Conference Chairperson’s Welcome Recap
Customer Experience in the B2C Market Customer Experience in the B2B Market
09:10 Customer Experience 2.0 - Delivering human experiences
g Determine how to move from customer experience management to ‘human experience
management’ and deliver excellence for not just your current customer base, but ex-
customers and prospects too
g Discuss the limitations of NPS and current satisfaction measurements, and how to
evolve these to gain a more holistic picture of customer needs
g Identify how to embed agile startup techniques into your human experience
management strategy to drive consistent results
Marcin Charkiewicz, Head of Customer Testing Centre, Orange Poland
Case Study
How eir Business are undergoing a 5-year
transformation to digitalise their processes and
enhance customer satisfaction
g Identify how eir are building a frontend incident management portal and dashboard to
give greater visibility of service performance to their customers during phase one of
the transformation
g Discuss the transformation plans for Y2, Y3 and beyond, and the business case behind
them
g Learn how eir overcame the initial challenge of moving from strategy through to
execution phase
g Learn how to gain board-level CAPEX investment during a challenging time of cost-
savings and headcount reduction
Chris Keogh, Head of Client Service Management, eir Business
16. Register now at www.cemintelecomseurope.com
09:50
Case Study
How Kyivstar are leveraging usability labs to bring
the customer into the heart of product design
g Establish why and how Kyivstar moved from outsourced research to internal customer
usability testing
g Learn how Kyivstar leverage their usability labs to align the priorities of their product
management and customer experience teams, and bring product managers closer to
customers
g Determine how the Kyivstar CEM team “sells” product feedback to product managers
to refine future propositions and increase new service uptake
Kateryna Nebesna, Head of Customer Experience Management, Kyivstar
Case Study
How Omnitel are ensuring a first-class client
experience during their merger with TEO
g Determine the potential benefits and disadvantages of a company merger to clients in
the short-term
g Discuss how Omnitel are taking a holistic approach to redesigning their processes
during the merger of their key accounts and client base
g Learn how Omnitel are merging their CRM and billing systems in phases over the next 3
years to minimise negative impacts on the customer base
g Identify the key do’s and don’ts whilst bringing two sets of people, systems and
processes together to ensure a seamless customer experience
Tamas Dabasinskas, Head of Top B2B Group, Omnitel
10:30 Networking Refreshments
11:00 Hear how to smooth out ‘bumpy’ customer experiences and ensure
customer communications deliver on brand experience promises
g Unlock the power of your billing data as part of an overall CEM strategy
g Determine how to transform your most-read communications into personalized,
engaging interactions that cut costs, improve satisfaction and drive revenue
g Learn how to simplify customer communications and make them easier to understand
to triage issues
g Hear how to frame the conversation with the right tone of voice and brand personality
g Discover how to converse with customers like you know, and care, about them
David Brown, Creative Director, Brite:Bill
Learn how to present customer invoices to prevent bill shock and
ensure continued client satisfaction
g Establish how to identify and monitor service usage in real time to ensure services are
accurately charged for and clear on your clients’ bills
g Determine how to create a self-serve billing portal to increase transparency and trust
whilst enabling your clients to effectively manage their telecoms costs
- How much account control should you pass to the client through this portal?
g Learn how to overcome the privacy challenges of corporate customer billing and
ensure only specific members of your client organisations can access potentially
sensitive information
g Discuss how to efficiently resolve billing queries to reduce missed invoice payments
and ensure continued client satisfaction
For updates on the speaker panel, please visit www.cemintelecomseurope.com
11:40
Interactive Session CEM Interactive Discussion Groups
Your chance to deep-dive the most pressing issues you face right now in groups of up
to 15 like-minded peers. With time to join 2 discussions, make sure you sign up for your
preferred topics in advance to ensure a seat at the right table!
Topics include:
g Big Data
g Online experiences
g In-store experience
g Contact centre experiences
Interactive Session Interactive Discussion Groups: One size
does not fit all!
Time to split off into focused discussions surrounding the specific challenges and needs
of differing segments of the B2B market – get your questions answered, wherever your
current focus lies:
g SoHo
g SME
g Large Enterprise
g Government
13:00 Networking Lunch
17. Register now at www.cemintelecomseurope.com
Performance Excellence and
the Customer Experience
Customer-Centric Marketing
Brand Loyalty
Customer Experience
in the B2B Market
14:00
Case Study How Serbia
Broadband are
optimising their internal performance
to improve customer-facing operations
and long-term satisfaction
g Discover how Serbia Broadband combine the four
pillars of their performance improvement strategy
to deliver a first-class experience for customers
- Driving internal efficiencies to reduce customer
effort
- Simplifying operations across their service, sales
and marketing functions
g Hear how Serbia Broadband adapted their KPIs
a year ago to get closer to customers and gain
more structured insight into their perceptions of
company performance
g Establish the impact of the new KPIs on employee
motivation, customer satisfaction and commercial
results
Vojin Jaukovic, Contact Centre Director, Serbia
Case Study Hear how Digiturk
maximise the
performance of their retention and win-
back campaigns
g Determine how Digiturk measure and predict the
lifetime value of their customers
g Hear how Digiturk segment their customer base to
ensure they are targeting the ‘right’ customers for
their loyalty programmes and retention offers
g Discuss how to develop and use both positive
and negative ‘event triggers’ across the customer
lifecycle to optimise the timing and results of your
retention and upsell campaigns
g Learn how Digiturk leverage response modelling
to measure and maximise the effectiveness of
their campaigns and ensure long-term customer
satisfaction
Sarper Karaaslan, Churn and Loyalty
Department Manager, Digiturk
Case Study How Elisa design digital
services that provide “Value”
to enterprise and government customers
g Establish how the “Elisa Value” business unit was created, and
it’s role in both the Finnish and wider enterprise market
g Determine how Elisa design new digital services and
implement full end-to-end IT solutions for their customers
g Explore how Elisa overcome the challenges of delivering
customised digital services across the governmental as well as
enterprise market
Vesa Jaakkola, Director Business Strategy Service
Design, Elisa
14:40
Case Study How the Telekom
Austria Group
optimise performance across their sales
and service functions
g Learn why Telekom Austria have implemented
a Group-wide sales and service performance
management function
g Identify and evaluate the sales and service metrics
used across the Telekom Austria Group to measure
and maximise performance
g Hear how to incentivise your staff to deliver
new sales whilst ensuring excellent customer
satisfaction
David Caasay, Senior Manager of
Performance Lifecycle Management,
Telekom Austria Group
Case Study Determine how to
build a customer
centric brand to provide a point of
differentiation and generate loyalty
g Discuss the value of incorporating customer-
centricity into your brand and how to measure the
impact on customer loyalty
g Identify which elements of the customer
experience you can use to differentiate your brand
in a saturated market
g Establish how to define unique brand values
and leverage them to establish an emotional
connection with your customers
g Discover how to take this emotional connection to
the next level
For updates on the speaker panel, please visit
www.cemintelecomseurope.com
Case Study
How T-mobile deliver a
consistently high quality of
experience for their large enterprise customers
g Discover how to overcome the complexity of delivering
services to multi-national clients, who have different needs in
different locations but expect quality throughout
g Hear how T-mobile have developed umbrella systems,
processes and KPIs across their differing countries to ensure a
consistently positive network service experience for customers
g Discuss the escalation processes in place to ensure T-mobile
deliver on their SLAs, and fix issues efficiently when there is a
problem
g Identify how T-mobile cope with a growing large enterprise
customer base across multiple locations
Robert Lhota, Regional Head of Service Excellence,
T-mobile Czech Republic
18. Register now at www.cemintelecomseurope.com
15:20 Networking Refreshments
B2B B2C Customer Experience Best Practice Knowledge Exchange
15:50
Interactive Session How can you simplify the customer experience?
g How can you bring together your on- and off-line businesses and ensure seamless movement between channels?
g How can you converge your products and offers to provide customers with choice, but without creating too much complexity?
g What processes can you automate to ensure you get things ‘right first time’?
g How can you overcome the challenges provided by fragmented and disparate legacy systems?
g How can you govern your processes rigidly, and embed simplicity into the DNA of your company?
Vesa Jaakkola, Director Business Strategy Service Design, Elisa
Marcin Charkiewicz, Head of Customer Testing Centre, Orange Poland
Ignas Brazdauskas, Head of Customer Operations, Tele2 Lithuania
16:30 New Learning Format! Interactive Wrap-Up Session – Developing Your Action Plan
This team-building session will enable all attendees to come together, share their key learnings, and identify the next steps for their business. Take a clear action plan back to the office,
with tactics you can implement straight away, and strategies you can put in motion for the future.
17:00 Closing Remarks from the Chairperson Survivors’ Photo
19. Register now at www.cemintelecomseurope.com
ReasonsyoushouldsponsorCEMinTelecomsEurope
On the basis of sponsor and delegate feedback, CX Network have embraced a more flexible and consultative approach and innovated our platforms, marketing channels and service delivery.
This is all because we are dedicated to ensuring a return on our sponsor’s investment, and as such want to work with you to build bespoke packages that are tailored to your individual goals.
We offer a comprehensive range of platforms, media, networking opportunities and marketing channels to deliver your objectives. In consultation with our expert team, you can mix a variety
of activities that meet your specific business development needs:
Thought leadership – showcase your
experiences and key differentiators
Branding – Gain maximum exposure and
prominence in a competitive market
Networking – Maintain existing relationships
and make new contacts
Pre-Event On-Site Post Event
Thought Leadership
g Whitepaper email marketing
g Telecoms IQ or CX Network newsletter
placement
g Client-led keynotes testimonials
g Workshops and Discussion Groups
g Tech demonstrations
g Whitepaper/presentation placement on CX
Network or the event site
g Presentation marketing to other events in the series
Lead Cultivation
g Targeted delegate acquisition campaigns
g Prospect listing
g On-site introductions
g Private lunches and breakfast briefings
g Evening networking sessions
g Email introductions
g LinkedIn introductions
g Access to CX Network and Telecoms IQ
community
Brand Awareness
g Online presence on event website
g Listings and logos on all event materials
g Lanyard / App / VIP Room sponsorship
g Literature seat drops and flyer handouts
g Post-event email
g Survey sponsorship
g Social media marketing
The conference circuit gets busier every year; but having invested in a number of telecoms conferences over the
years I find Telecoms IQ to be one of the most consistent in terms of creating a compelling agenda and attracting
the right level of delegates. For us, as a sponsor, these are critical in our ability to generate a positive ROI.
WDS, A Xerox Company – VP Marketing
We had some great discussions with operators and
service providers that we hadn’t spoken to before. We
also made some great introductions with the global
operator base that was represented at the event
MDS – Chief Marketing Officer
The event gave us valuable brand
awareness and follow-up
opportunities with Service
Providers across the region
Ciqual – VP Marketing
What have past sponsors of the CEM in Telecoms pillar events said?
Early-confirmed 2016 sponsors
include:
20. Register now at www.cemintelecomseurope.com
TheTelecomsIQTouch
If you’re still undecided on whether to sign up or not, this is our pledge to you. Here at Telecoms IQ, we make this promise
for each and every event we run. And we never make a promise we can’t keep.
What we will deliver
g Cutting edge, informative first-hand case studies from Director, VP and C-level speakers from Europe’s leading
telecoms operators
g An agenda that has been developed in consultation with 40+ of your peers – our focus is solely on covering the topics
YOU want to learn about, and ensuring our events are created by telecoms operators, for telecoms operators
g Opportunities to network with our vendor partners, who have been cross-checked with our speaker faculty and/or
advisory board to ensure they really are best-of-breed providers who can help you address your current challenge
g A dedicated pre-conference focus day with sessions on the topics chosen by YOU
g A unique and innovative programme structure to break the monotony of Powerpoint presentations – participate in
speed networking sessions, interactive discussion groups, ideaPitches and much more!
Meet the CEM in Telecoms Europe Team
Prague: The Home of CEM in Telecoms Europe
For speaking opportunities, contact:
Zoe Amos
Programme Director
zoe.amos@iqpc.co.uk
For sponsorship opportunities, contact:
Michael Leach
Commercial Director
sponsorship@iqpc.co.uk
To register as a delegate, contact:
Jack Williams
Delegate Director
enquire@iqpc.co.uk
For press or marketing opportunities, contact:
Marina Belaya
Senior Marketing Manager
marina.belaya@iqpc.co.uk
For logistics enquiries, contact:
Luke Webber
Head of Operations
luke.webber@iqpc.co.uk
Decided to take an extra day or two out of the office? Telecoms IQ and CX Network have put together some of our favourite
hotspots…
Prague Castle
No trip to Prague is complete without a visit to the largest ancient castle in the world, once the
home of Bohemia’s kings, and today the official residence of the Czech Republic’s President.
Originally built as a walled fortress around 970 AD, the castle has changed dramatically over the
years and contains examples of most of the leading architectural styles of the last millennium.
Charles Bridge
One of the most recognizable old bridges in Europe, Charles Bridge boasts 32 unique points of
interest and statues along its 520-meter span. Built in 1357, the bridge has long been the subject
of a great deal of superstition, including the builders having laid the initial bridge stone on the 9th
of July at exactly 5:31am, a precise set of numbers (135797531).
Old Town Square
The historic center of Prague, this is one of the best places to begin exploring the city. A highlight
is the Old Town Hall, home to the early 15th-century Astronomical Clock (orloj): each hour, it
springs to life as the 12 Apostles and other figures appear and parade in procession across the
clock face.
21. Register now at www.cemintelecomseurope.com
Customiseyourpackage
3 Day Pass 2 Day Pass
Choice of B2C or B2B Conference
and access to Exhibition Hall
Choice of focus day
Access to conference app
Access to Welcome drinks
Membership to CX Network
online community
Post show access to presentations
Copies of 2015 presentation
slides (Usual price 499)
Create your personalised agenda
Focus Day – Choose from either Network Performance Service Assurance or Digital Transformation
Workstream – Hear from your colleagues focused on the consumer market, or learn from those
focused on the enterprise market
Interactive Discussion Groups – With different topics covered each day, and each table limited to 12
participants, sign up in advance to secure a seat at your favourites!
It’s better when you attend in teams
Those who maximised their value and attended as a team
last year:
g Participate in different stream sessions, workshops and interactive
discussions for maximum learning
g Spend some time out of the office bonding and sharing ideas with your
colleagues
g Collaborate and develop take-away action plans for your business
g Split the exhibition hall and make sure you meet with all our trusted
vendor partners
g Hear sessions focused on leadership, team and employee engagement
for new ideas to take home
g Benefit from exclusive group discounts*:
- Groups of 4 or more booking at the same time from the same
company receive a 10% discount.
- 7 or more receive a 15% discount.
- 10 receive a 20% discount.
*discounts not available in conjunction with any other offer
