CEM Global Summit 2016_1401

Discover how to gain company-wide buy in for CEM and leverage digital
processes, customer feedback and advanced analytics to deliver a
seamless customer experience across all channels and touch points
The world’s premier meeting place for
the CEM in Telecoms community
Now in its 6th Year!
Conference: 26th – 27th January 2016
Workshop Day: 25th January 2016
Victoria Park Plaza, London, UK
www.customerexperienceevent.com
Headline Global Speakers at your Industry’s #1 CEM event include:
40+Expert
Speakers
300+
Attendees




60+
70%+
30+
40%+
Countries
Represented
Operator
Attendees
Watch exclusive
footage of the
2015 event x
Sponsors
and Exhibitors
Representation
from Outside
Europe
Erim Taylanlar,
CEO,
Ncell
Rubaba Dowla,
Chief Service Officer,
Airtel Bangladesh
Markus Eberhard,
SVP Online & Cross-
Channel Development,
Swisscom
Amanda Hutton,
VP Customer
Experience & Delivery,
Optus
Jean-Marc Balquet,
Customer Analytics
Director,
Flavio Lang,
CEO,
TIM Fiber
Roman Ignatenko,
Director New
Technologies and Service
Assurance, Bakcell
Fernando Straminsky,
VP Customer Experience
& Churn Management,
DirecTV Panamericana
Sachin Kumar Das,
VP Customer Service
Mobility Operations,
Aircel
Gary Trehair,
Executive Head Self
Service & User Experience,
Mehmet Ali Akarca,
CEO Corporate Business,
Turk Telekom
Will Gibson,
VP Retail,
Cable & Wireless
Henriette Jehner,
VP Customer Experience
Omnichannel and IVR,
Deutsche Telekom
Jacqueline Fuentes,
VP Business Customer
Service and Experience,
Globe Telecom
Jorge Mascarenhas,
Head of Customer
Experience,
Confirmed sponsors:
#CEMTelecoms   

CEM IN TELECOMS GLOBAL SUMMIT 2016:
WHAT YOUR BOSS NEEDS TO KNOW!
40+
60+
30+
300+
40%+
Speakers
Countries
Represented
Sponsors and
Exhibitors
Attendees
Attendees
from Outside
Europe
Your
industry’s
#1CEM
event
Don’t have time to read through this entire agenda? Then cut out this handy
1-page guide to CEM Global 2016 and share with your team!
Content you can count on, by the leading CEM minds in the telecoms industry, combining
500+ years of experience
Exclusive networking opportunities to enable you to foster old and create new relationships
across the Telecoms community
Maximise your company’s time at the event by bringing the full team – check out page 22
for details of group booking savings
Globally benchmark your CEM strategies with over 250 of your peers to understand what’s
required to remain competitive in 2016 and beyond
Learn through brand new formats that challenge you to think outside of the box
Off-site evening networking reception to interact with peers in a less formal setting, and see more
of what London has to offer – see page 21 for full details
Bring your VP and C-level colleagues to the closed-door CEM Leaders Boardroom session where
they can share their challenges and gather tips from competitors in a closed-door setting
All-new speaker panel, with diverse representation from Australia to Azerbaijan, Brazil to Belgium
and South Africa to Switzerland – you can find the full list on page 4
Leading solution providers are on-site to provide you with knowledge of the latest and greatest
technology solutions to optimise your CEM strategies
Two days of inspirational operator-led case studies, discussions and debates
Zero vendor product-led presentations – all must be operator-led and case study driven!
One interactive workshop day to gather practical, hands-on advice and share your
challenges – full details on page 12
Six topic streams to choose from, to tailor your agenda to the issues most pressing to your company
C
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WELCOME TO CEM IN TELECOMS
GLOBAL SUMMIT 2016!
Thank you to our Global
Series Advisory Board
members:
Franz Weisenburger
SVP Customer
Experience Design
Deutsche Telekom
Radu Ciocan
Group Director
Customer Experience
Ooredoo
Lynne Holmgren
Global Head Customer
Strategy & Operations
Millicom
Rod Coleman
European Director
Customer Experience
Liberty Global
Roman Nedielka
Director Group
Customer Experience
Etisalat
Heinz Honemann
Senior Executive
Customer Experience
Accenture
With customer experience one of the last remaining competitive differentiators, I hope you’ll be joining us as we
return to London on 25th-27th January where the CEM discussions heat up once again.
Most operators understand the importance of customer centricity, but actually embedding CEM into the DNA of
your business and ensuring that the customer is the driving force behind your company strategy is a completely
different story! CEM Global 2016, the world’s premier meeting place for the CEM in Telecoms community your
chance to gain the skills and insights needed to break down cross-functional silos and deliver a seamless experience
for your customers.
Benefit from the insights of 40+ international C-suite, VP and Director-level speakers, with over 500 years’
combined experience in delivering the experiences their customers demand. Choose from multiple topic streams
to tailor your agenda to the most pressing issues facing your organisation right now.
Here’s your chance to be a hero within your company, and crack those long-standing challenges - such as:
• How to align in-store, contact centre and digital processes and priorities to deliver a truly omnichannel
experience for your customers?
• How to ensure your network our network and technical teams listen and act on the Voice of the Customer to
ensure long-term satisfaction?
• How to exploit the wealth of customer data at our fingertips to accurately predict future demands and
problems?
Registering is easy - just visit www.customerexperienceevent.com, email us at enquire@telecomsiq.com, or give us a
call on +44 (0) 207 036 1300
On behalf of the entire CEM Global team, we look forward to meeting you in London this January
Best wishes,
Zoe Amos
Director – CEM in Telecoms Global Series
P.S. Can’t wait until January? Check out
the online Resource Centre, where you
can find complimentary whitepapers,
interviews and additional learning
resources!

NEW FOR 2016!
Same old time. Same old place. But not just the same old event!
Alongside the old favourites that you ask for each and every year, we’ve taken on your feedback to up our game 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.
Share your ideas and join the
conversation now!
Follow us on Twitter:
@TelecomsForum #CEMTelecoms
Join our LinkedIn Group:
Telecoms IQ Professional Network 
There’s an
app for that
No more sales
pitches!
Back to the
boardroom
The early
bird catches
the worm
We’re going paperless! Download
the CEM Global 2016 app to ensure
you’re up-to-date with all the latest
agenda changes, connect with other
event attendees, and feel smug in the
knowledge you’re saving a few trees too.
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 operator peers,
and you reap the benefits of their past
investments
As the Voice of the Customer is finally
being heard and acted on by the C-suite,
make sure your Chief Customer Officer
doesn’t miss out on the closed-door,
top secret CEM Leaders Boardroom
sessions.
Brave enough to start your day at 8am?
Then join the other early risers at two
exclusive breakfast briefings and benefit
from additional learning and networking
time in a relaxed environment
Benchmark
your CEM
maturity
Stay on the
ball
Take time to
chill out
See more of
the city
There are many operators across the
globe at the same stage of their CEM
journey as you. Tailor your agenda
and make sure you take home their
strategies for success!
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 7 minutes.
Had one presentation, hand-shake
or smile too many? Head to the VIP
Networking lounge for some quick
RR – perfect for a 10-minute pit stop in
between sessions!
We know you don’t want to come all
the way to the UK just for a conference.
So this year we’ll be taking you out into
the city for the evening networking
reception, where you can view London
in all its nighttime glory from the comfort
of a luxury boat cruise

INSPIRING CASE STUDIES AND DISCUSSIONS LED BY
40+ GLOBAL CEM EXPERTS:
Erim Taylanlar
CEO
Mehmet Ali Akarca
CEO Corporate
Business
Fahida Saib
Chief Client Services
Officer
Rubaba Gowla
Chief Service Officer
Roman Ignatenko
Director New
Technologies and
Service Assurance
Fernando
Straminsky
Regional VP
Customer
Experience Churn
Management
Markus Eberhard
SVP Online
Cross-Channel
Development
Jacqueline Fuentes
VP Business
Customer Service
and Experience
Sachin Kumar Das
VP CS Mobility
Operations
Henriette Jehnert
VP Customer
Experience IVR
Omnichannel
Lars Gudbrandsson
VP Customer
Channels
Carlos Graham
VP Customer
Experience
Amanda Hutton
VP Customer
Experience
Delivery
Will Gibson
VP Retail
Bas Wolfs
Global Director
Omnichannel
Distribution
Jean-Marc Balquet
Customer Analytics
Director
Susan Wakefield
Customer
Experience Director
Saida Guliyeva
Customer Relations
Director
Turn Over...

AND THE LIST CONTINUES...
Johann Schradt
Director Customer
Experience
Assurance
Stephen Essien
Director Customer
Operations
Thorleif Astrup
Hallund,
Director Customer
Experience
Service Design
Jeremy Curtin
Director of Digital
Luka Baranovic
E2E Customer
Experience Director
Filipa Henriques
Director Customer
Care Continuous
Improvement
Vit Subert
Business Division
Director
Gary Trehair
Executive Head
Self Service User
Experience
Jorge Mascarenhas
Head of Customer
Experience
Rudy Dalimunthe
Head of Customer
Experience
Management
Hany Mokhtar
Customer
Experience Director
Herbert Schoebel
Digital Director

HOW DO YOUR SPEAKERS DEFINE EXCELLENT
CUSTOMER EXPERIENCE?
“A good experience
is one that makes me
want to do it again!”
“A good experience is
one that meets exactly
the expectation of the
customer, i.e the problem
was solved, in an acceptable
timeframe, by a professional
representative of the
organisation.”
“The problem is, most people think they
know what customers want, so they know
how to enhance customer experience…,
for me good customer experience is when
the customer feels that their expectations
are met”
“We believe that the effort a customer experiences
when interacting determines whether the experience
is good or not. So based on the Customer Effort
Score model (CES) we believe that a good customer
experience during an interaction is if the customer
rates the interaction as one with having little effort to
fulfill other needs”
Jorge Mascarenhas
Head of Customer Experience
O2 UK
Will Gibson
VP Retail
Cable Wireless Communications
Andri Wibawanto
VP Customer Care Management, Telkomsel
Markus Eberhard
SVP Online and Cross-
Channel Development
Swisscom
“A good customer experience
is frictionless. It is basically a
combination of convenience,
consistency, responsiveness and
relevancy provided to a customer
in the form of interactions (e.g.,
via human, or objects) creating
a positive relationship with the
customer and usually leading to
trust.”
“A good
experience is quite
simply when the
customer says it is
good”
Fahida Saib
Chief Client Services Officer
Internet Solutions
Natawat
Saigosoom,
Deputy Director
Customer
Intelligence and
Insight,
True Corp

YOUR 2016 AGENDA AT A GLANCE
Breakfast Briefing: NEW! Optimising customer interactions within the contact centre
Moving from a sales to service-centric environment whilst hitting commercial targets
Creating a ‘great place to work’ - reduce employee turnover and increase customer focus
Morning Plenary Session: Embedding a customer-centric culture across your
business
Breaking down silos and winning the hearts and minds of employees across all departments
Understanding the view from the boardroom: How can the C-suite influence company-wide
cultural change?
Stream A: Building the foundations for a high-performing customer experience
and care function
Justifying the ROI of customer experience to gain senior level buy-in
Developing customer-centric go-to-market propositions
Stream B: NEW! Instilling the customer into multi-channel process design
Mapping and proactively redesigning the customer journey across multiple channels
Moving from multiple channels to a seamless omni-channel customer experience
Stream C: Driving the customer experience through the network
Bridging the gap between your customer facing and technical departments to decrease issue
resolution times and ensure a 360 degree view of the customer
Leveraging network intelligence to enhance customer satisfaction
Plus NEW! CEM Leaders Boardroom (by invitation only)
Top-secret discussions for VP and C-suite CEM leaders in a closed door setting.
Email enquire@telecomsiq.com to request your invitation!
Afternoon Plenary Session: NEW! Interactive Discussion Groups: How can you maximise
the ROI of your CEM investments?
Offsite Evening Networking Reception:
NEW! The Thames by Night
Breakfast Briefing: NEW! Simplifying the customer invoice
Moving from a sales-centric to service-centric environment whilst hitting commercial targets
Developing a ‘great place to work’ to reduce employee turnover and increase customer focus
Morning Plenary Session: NEW! Transforming your retail outlets
Simplifying your in-store processes to facilitate interaction and sales opportunities
Bringing digital technologies into the retail environment
Stream A: NEW! Digitally transforming the customer experience
Bringing digital channels into the heart of your CEM strategy
Simplifying your online offerings to increase engagement and revenues
Stream B: Delivering customer excellence in the B2B market
Identifying principles from your consumer CEM programme and apply to the business market
Developing client-centric ways of working to build long-term trust and loyalty
Afternoon Plenary Session: NEW! Developing truly experiential propositions
Differentiating from your competitors through experience-led offerings
Assessing what’s in store for CEM in the telecoms industry in 2016 and beyond
Pre-Conference Workshop Day: Monday 25th January
Take a break from the telecoms world and benefit from three interactive workshops led by cross-industry experts, who will guide you through how to successfully overhaul your
internal structures to embed customer-centricity into the DNA of your organisation
Conference Day One: Tuesday 26th January Conference Day Two: Wednesday 27th January
“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 Services
@ CEM in Telecoms B2B

CEM GLOBAL 2016: THE FLAGSHIP EVENT IN OUR
CEM IN TELECOMS GLOBAL SERIES
CEM IN TELECOMS GLOBAL SUMMIT
London, UK, January 2016
CEM IN TELECOMS LATIN AMERICA
Lima, Peru, March 2016
CEM IN TELECOMS NORDICS
Stockholm, Sweden, April 2016
CEM IN TELECOMS AFRICA
Dar es Salaam, Tanzania, May 2016
CEM IN TELECOMS ROUNDTABLES:
UK IRELAND
Dublin, Ireland, May 2016
CEM IN TELECOMS B2B
London, UK, June 2016
CEM IN TELECOMS EUROPE
Prague, Czech Republic, September 2016
CEM IN TELECOMS NORTH AMERICA
Atlanta, USA, October 2016
“Very good speakers and mix of people,
with a useful and relevant agenda”
Senior Customer Experience Consultant,
Verizon @ CEM in Telecoms Nordics
“It’s great to learn of best practices from your
colleagues in the US and around the world.
I always look forward to the Customer
Experience conferences and am able to take
relevant ideas back to my local group”
Process Improvement Leader,
Cox @ CEM in Telecoms North America
“It was very good, there were some excellent
presentations and interesting questions
answered”
VP Customer Operations,
Nuevatel @ CEM in Telecoms Latin America
“Excellent networking opportunity with
interesting insights on how other operators
address customer experience”
Head of Online Care Sales SMB,
Swisscom @ CEM in Telecoms Europe

WHO WILL YOU MEET AT CEM IN TELECOMS GLOBAL
SUMMIT 2016?
Each year old friends and new faces from across the world gather in London to discuss their biggest CEM challenges, and
strategies for success, and 2016 will be no different!
Customer Experience
Customer Service/Care
Customer Insight/Analysis
Digital/Online Care
Corporate Customer Management
Network Performance
Western Europe
Eastern Europe
Middle East
Asia
The Americas
Africa
Other
VP/C-Suite
Director-level
Head of Department
Manager
Other
Attendee Breakdown: Past attending companies have included:
BYJOB
FUNCTION
BY
GEOGRAPHY
BY
SENIORITY40%
25%
25%
40%
10% 35%10% 15%
15% 15%
15% 5%
5%
10%
5%
5%
10%
25%
“Very well organised event, great
networking opportunities – I gained a
lot of insights from best practices around
the world”
Customer Care Manager, CYTA

REASONS YOU SHOULD SPONSOR CEM IN TELECOMS
GLOBAL SUMMIT 2016
On the basis of sponsor and delegate feedback, Telecoms IQ 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
On-Site Post-EventPre-Event
Thought
Leadership
• Whitepaper email marketing
• Telecoms IQ newsletter
placement
• Client-led keynotes testimonials
• Workshops and Discussion Groups
• Tech demonstrations
• Whitepaper/presentation
placement on the Telecoms IQ
content centre or event site
• Presentation marketing to other
events in the series
• Targeted delegate acquisition
campaigns
• Prospect listing
• On-site introductions
• Private lunches and breakfast
briefings
• Evening networking sessions
• Email introductions
• LinkedIn introductions
• Access to Telecoms IQ community
• Online presence on event
website
• Listings and logos on all event
materials
• Lanyard / App / VIP Room
sponsorship
• Literature seat drops and flyer
handouts
• Post-event email
• Survey sponsorship
• Social media marketing
Lead
Cultivation
Brand
Awareness

2016 FLOOR PLAN
2015entirelysoldout!
Reserve your place now to
avoid disappointment
What have past sponsors of the CEM
in Telecoms Global Series said?
“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
“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
Sold
CATERING
CATERING
Reserved
CATERING
CATERING
Hear what one of the 2015
sponsors thinks:

PRE-CONFERENCE WORKSHOP DAY
MONDAY 25TH JANUARY 2016
09:30 Registration Coffee
10:00 WORKSHOP A - Determine how to digitally transform your organisation to enhance your customers’ experience
There’s no hiding from the fact that your customers are going digital, and to continue delivering the experiences they expect, you will have to do so too!
In this interactive workshop you can:
 Establish how to create and leverage a digital customer journey map to enhance the customer experience
 Determine how to align the digital experience with your core brand values and messaging
 Identify how to make your digital customer touch-points more user-friendly
- Simplifying processes and the user interface
- Leveraging customer insights/feedback
 Discuss how to optimise the ROI of your digital sales and service channels
For updates on your workshop facilitator, please visit www.customerexperienceevent.com
12:00 Networking Lunch
13:00 WORKSHOP B - Discover how to inspire employee engagement and gain company-wide buy-in to build a truly customer focused culture
To engage your customers, you must first engage employees from all areas of the business and get them on-side. In this hands-on workshop, you will:
 Establish how to secure company-wide buy-in to your customer experience strategy
 Determine how to empower employees to deliver an optimal customer experience and develop a customer-centric mind set
 Examine how to identify the root causes of employee motivation gaps in order to improve team performance and ultimately the customer experience
For updates on your workshop facilitator, please visit www.customerexperienceevent.com
15:00 Networking Refreshments
15:30 WORKSHOP C - Huawei CEM Elite Club - Taking Customer Experience to New Levels
Huawei launched their CEM Elite club in Indonesia April 2015, and this is their fourth event. In this interactive workshop, you’ll hear real-life case studies of successful
CEM implementations across multiple fields - topics will include but are not limited to: solution architecture, industry standard and benchmarking, and ROI evaluation.
Vote for the best solution proposed by one of the expert “Elite Club” speakers, and receive Huawei’s “Elite Card” to gain special access to future Huawei-sponsored events and consultancy sessions
Facilitators and presenters include:
Michael Ivanov, Head of CEM Improvement Western Europe, Huawei
Yap Kok Ho, PTHS CTO, Huawei
Peter Lam, Managing Director Engineering, PCCW
Nikjos Panopoulos, CTO, WIND Hellas
17:30 End of Workshop Day
“The workshops are really great since
they provide the opportunity to share
and contribute in small groups”
Head of Customer Experience,
Go Malta @ CEM in Telecoms Europe

CONFERENCE DAY ONE
TUESDAY 26TH JANUARY 2016
08:00 Breakfast Briefing – Developing a Best-in-Class Contact Centre
In this interactive session, delegates will be guided through some of the key strategies they should implement to increase customer satisfaction and revenues within
both their internal and outsourced contact centre environments. Submit your challenges in advance to ensure they are top of the agenda for this discussion based
problem-solving session
For updates on your briefing facilitator, please visit www.customerexperienceevent.com
09:00 Welcome Address
Zoe Amos, CEM Global Series Director, Telecoms IQ
09:05 Opening Remarks from the Chair
Melissa Harris, Founder CEO, Telecom Training Corporation
09:15 CEO-led Panel Discussion- How can you break down silos within your organisation and drive accountability
for the customer experience across all job functions and departments?
 How can you create a culture of collaboration and shared accountability to break down information silos and maximise employee engagement?
 Which KPIs and incentives can and should you leverage to promote the customer experience?
 How can you identify customer champions within each department, and nurture and reward these people to keep delivering for customers?
 How can C-suite engagement and prioritisation impact a company-wide cultural change?
Mehmet Ali Akarca, CEO Corporate Business, Turk Telekom
Erim Taylanlar, CEO, Ncell
09:45 Why customer experience and enterprise architecture guys need each other for Omnichannel
Paul Blake, Principal Customer Management Enterprise Architect, Vodafone Group Services
Presentation delivered in association with Huawei
10:15 Customer Centricity Showcase – Determining how to develop a company-wide “Customer First” culture
It is a well-established fact that happier employees = happier customers and vice versa. So how can you enhance your eNPS (employee NPS) and truly engage each
of them with the concept of customer-centricity? In this session, two experts will share the initiatives that they have implemented during their cultural transformation
journeys - get ready for some best-practice examples as well as a few “what not to do’s”, and make sure you have your questions ready for the joint QA that will follow!
Johann Schradt, Director Customer Experience Assurance, du
Carlos Graham, VP Customer Experience, ETB
11:30 Find your value path in the CEM labyrinth
 Identifying what you need to effectively manage the Customer Experience and transform it into a value for your company
 Discussing the main key turn points to enable and support the transformation
 Exploring a real-life telecom operator case study
Presentation delivered in association with Ericsson

CONFERENCE DAY ONE TUESDAY 26TH JANUARY 2016
STREAM A
Building your CEM
and care strategy
STREAM B
Embedding the customer into
multichannel process design
STREAM C
Focusing on the
Network Experience
12:30
13:05
Determining how Ncell deliver
excellence for customers in
times of crisis
 Understanding how to meet customer
expectations in the Nepalese market
 Learning how Ncell prepare for the worst, and develop
contingency plans for when natural disaster strikes
 Discussing how to work effectively both internally and
with your outsourced partners to alleviate issues as
quickly as possible
Erim Taylanlar, CEO, Ncell
Learning how DirecTV leverage
analytics to enhance their
multi-channel processes
 Establishing how DirecTV developed and
implemented a suite of NPS and analytics tools to better
understand customer needs, that won a global Gartner
recognition
 Learning how DirecTV are leveraging these tools to
effectively mine their customer data and processes and
identify areas of improvement
 Determining how DirecTV used their customer data to
develop their Full Experience programme to continuously
improve the customer experience across multiple layers
Fernando Straminsky, Regional VP Customer
Experiencet, DIRECTV PanAmericana
Determining how Swisscom are
moving from delivering an
online-centric to omni-channel
customer experience
 Identifying why and how Swisscom encouraged their
customers to focus on self-care and other online
interactions
 Understanding how Swisscom have adapted their
strategy to focus on cross-channel interactions and
reduce customer effort
 Learning how Swisscom have broken down silos
between different channels to ensure a seamless
experience for customers
- Creating a “customer experience owner” to align
channel activity
- Providing consistent systems and processes
across all channels
 Discussing Swisscom’s roadmap for their future
cross-channel activities to maintain their high NPS
and continue reducing customer effort
Markus Eberhard, SVP Online Cross-Channel
Development, Swisscom
Identifying how Bakcell measure
and maximise the network and
customer experience
 Exploring how Bakcell monitor the end-to-end
customer experience and proactively identify
potential issues across their
- Networks
- Contact centres
- Online channels
 Establishing how Bakcell leverage this end-to-end view
to generate scorecards and provide board-level visibility
of the best and least well performing areas of their
business
 Determining how to leverage your network and
customer data to prioritise future network and
customer investments
Yigit Berktas, CTO, Bakcell
Fight Back Against the ISP
Scorecards
 Evaluating bandwith speed scorecards
such as Netflix’ ISP Speed Index, Ookla
Seedtest.net and Google’s Video Quality Report
 Understanding how to identify how much data is
traversing your networks and where the traffic is heaviest
to gain a better perspective of QoE
 Exploring how network engineers can use their own QoE
scorecard to isolate the various causes and locations of
problems for better network planning and management
and to improve current and next-generation business
class services
Thomas Vasen, Sr. Director of Subscriber Experience
Marketing, Procera Networks
Streamed Sessions continue on the next page!
Exploring how Croatia Telekom
proactively design customer
experiences
 Determining how Croatia Telekom are moving
their CEM strategy from a ‘clean up’ operation to
a design operation now they have fixed the basics
- Changing internal mind-sets at the middle
management level
- Moving from a reactive to proactive customer experience
 Learning how Croatia Telekom map and create customer
journeys to better understand and resolve potential issues
 Establishing how Croatia Telekom bring the customer
into the heart of product and proposition design to
build up trust in their brand
 Discussing how the new design-led culture is impacting
customer satisfaction and spending
Luka Baranovic, E2E Customer Experience Director,
Croatia Telekom

CONFERENCE DAY ONE TUESDAY 26TH JANUARY 2016
14:30
13.30 Networking Lunch
Learning how Zain’s Customer
Centricity Index enables customer
experience success
 Identifying how Zain measure the customer
experience across different channels and touch points
 Determining how Zain have used this data to develop a
customer centricity index that is communicated across
their business
 Discussing how Zain leverage their customer centricity
index to proactively improve their products and
processes across different channels
Hany Mokhtar, Customer Experience Director,
Zain KSA
Determining how O2 developed
their truly experiential proposition:
The O2 Gurus
 Identifying the roles and responsibilities of
O2 Gurus across multiple channels, and learning
why customers love them
 Discussing how O2 built the business case for the Guru
concept in an industry primarily focused on short-term
trading and sales targets
 Establishing how to onboard key stakeholders across
your business for experiential propositions such as the
O2 Gurus
Jorge Mascarenhas, Head of Customer Experience,
O2 UK
15:00 5 min changeover
CLOSED-DOOR
CEM LEADERS
BOARDROOM
In association with EdgeVerve
By invitation only
This is a chance for up to 20 VP and C-level
customer experience executives to discuss the
topics hot on their agenda in a private yet open
session. With an agenda set by you, and no
Powerpoint slides to disturb the flow, this is your
chance to participate in an open debate whilst
ensuring your contributions remain top secret!
To suggest a discussion topic, and find out
if you qualify for an invitation, please
email enquire@telecomsiq.com
15:05 Learning how to deliver and sustain
an excellent customer experience
with limited budget and resources
 Establishing how to set up and maintain your CEM
strategy at a time when you are facing cost-cutting
measures
 Understanding how to use the Voice of the Customer to
prioritise investments and resources
 Determining how far you can cut back: what can/can’t
you stop doing in order to maintain a good customer
experience?
Sachin Kumar Das, Vice President (National Head) CS
Mobility Operations, Aircel
Learning how Sky Italia are
turning NPS into value
 Identifying the steps Sky are taking to move
from NPS being purely a KPI, to it being a core
part of the long-term company strategy
 Establishing how Sky redesigned their onboarding
processes as a result of their NPS measurements to
deliver a superior experience for customers
 Exploring further examples of how Sky have translated
customer-centric metrics into true value for the customer
Susan Wakefield, Customer Experience Director,
Sky Italia
Stefano Fiorentino, Customer Marketing Director -
Retention, Reward Engagement, Sky Italia
15.40 Networking Refreshments
16.10 Interactive Discussion Groups: How can you maximise the ROI of your customer management activities and investments?
In this final session, discuss your key learnings from the day, whilst working to determine how you can display a true ROI from their CEM activities. 10 tables will run concurrently,
each on a different subject, and within the session delegates will have time to select 2 out of these 10 topics to discuss. Sign up in advance to reserve your place at your preferred
discussion group - topics include the contact centre of 2020, digital service enablement, customer analytics, network security, online customer care and many more - watch this
space for updates!
Session delivered in association with:
18:00 Closing Remarks from the Chair
18:30 Offsite Networking Drinks Reception

CONFERENCE DAY TWO
WEDNESDAY 27TH JANUARY 2016
08:00 Breakfast Briefing – Simplifying the Customer Invoice
In this interactive session, delegates will be guided through some of the key confusions customers have with both their electronic and paper bills, and the strategies they should implement
to reduce these, as well as determine how to leverage this key customer touch point as an upsell opportunity. Submit your challenges in advance to ensure they are top of the agenda for
this discussion based problem-solving session
For updates on your briefing facilitator, please visit www.customerexperienceevent.com
09:00 Opening Remarks from the Chair
Emma Mohr-McClune, Principal Analyst, Current Analysis
09:15 Determining how Cable Wireless achieved a “Once in a Generation” customer experience transformation in telecoms retail
 Outlining Cable and Wireless’ investment-led transformation strategy “Project Marlin” and their vision for 2020
 Discussing the pre-transformation retail situation and landscape
 Determining how Cable Wireless leveraged extensive customer research and focus groups to transform the retail experience
- Splitting traditional service technical help advice
- Focusing on customer education through live product demos
 Identifying which technology investments had the greatest impact on Cable Wireless’ retail transformation
- Self Service Kiosks
- Digital Marketing
- Retail POS Transaction Improvements
 Assessing the impact of Cable Wireless’ new flagship stores on revenues, customer feedback and NPS
Will Gibson, VP Retail, Cable Wireless
09:45 Learning how Mobistar have moved from a sales-centric to service centric retail model
 Establishing how Mobistar underwent an 18-month nationwide store refit to bring digital into the heart of the in-store experience
 Determining how to strike the right balance between speed of execution and customer feedback to ensure that new tools and features are accepted and used by both employees and
staff effectively
 Identifying how Mobistar overcame the internal challenges of shifting their focus from sales to service across their internal and partner-owned stores
- Accepting that ROI of a service-centric business model is much harder to demonstrate
- Weighing up operational risk against customer experience improvements
- Engaging employees with new compensation structures
 Discussing both the commercial and customer satisfaction performance of Mobistar stores since their transformation
Jan Heyens, Director Retail Transformation, Mobistar
10:15 Interactive Panel Discussion: How can you simplify the customer experience?
 How can you become a truly multichannel organisation and develop consistent processes across each of your sales and service channels to reduce customer confusion?
 How can you reduce the complexity of offering multiple product sets and rationalise your offerings whilst still providing enough choice for customers?
 How can you effectively govern your customer facing, process development product teams to ensure complexity does not return over time?
 To what extent should company-wide simplification be a top-down, versus a bottom-up initiative, or are there ways of combining the two?
Sachin Kumar Das, Vice President (National Head) CS Mobility Operations, Aircel
Amanda Hutton, VP Customer Experience Delivery, Optus
11:00 CEM IdeaPitch session – Six strategies, Six minutes, You Decide!
IdeaPitch is a high energy session, where six participants have six minutes each to deliver a compelling presentation on a customer experience strategy, technology or way of working, using the
most imaginative means possible – video, audio, technology, audience participation, props (but no Powerpoint slides!). In those six minutes they have to demonstrate why their idea or solution is
a game-changer to avoid being buzzed off the stage by the expert judging panel!

CONFERENCE DAY TWO WEDNESDAY 27TH JANUARY 2016
STREAM A
Embracing the rise
of digital care
STREAM B
Delivering CEM excellence
in the B2B market
12:15
12:50 Learning how Deutsche Telekom
are successfully transitioning to
an eCompany
 Identifying which interaction channels will
benefit from automation, and how to ensure a seamless
wexperience for customers across these channels
 Understanding how Deutsche Telekom have developed
seamless self-care processes to keep up with strong
German competition, and are transforming into an eCompany
 Establishing how Deutsche Telekom proactively
encourage their customers to leverage self-care
channels pre-, during and post-interaction
 Discussing the next steps for Deutsche Telekom in their
e-transformation journey and the impacts of these on the
customer experience
Henriette Jehnert, VP Customer Experience IVR
Establishing how Turk Telekom
have developed a B2B-specific
customer experience framework
within their organisation
 Determining how Turk Telekom built a CEM framework
based around what really matters to their corporate
customers
 Understanding how Turk Telekom leverage client
feedback to prioritise investments and resources
 Learning how Turk Telekom engage their sales and
account management teams with theit CEM framework
to ensure consistent delivery across the business
Determining how Internet
Solutions developed a
client-centric segmentation model
 Exploring how Internet Solutions transformed
their client interactions based on a series of pilot
programs carried out with their 10 most loyal customers
 Learning how Internet Solutions moved from internal
metrics to measuring against key success factors
committed to each of their clients
 Identifying how the differentiated service model
has enabled an increase in client satisfaction from
67% to 88%
Fahida Saib, Chief Client Services Officer,
Internet Solutions
12:45 5 minute changeover
13:20 Networking Lunch
Streamed Sessions continue on the next page!
“Best in class conference organisation!”
CSenior manager development and support,
Bilzoo Broadband Media
Interactive Panel Discussion –
How can you put the people,
systems and processes in place to
deliver excellent digital customer care?
 How can you make the business case for digital
transformation of your organisation? Is this something
you can even control?
 How can you create a corporate digital culture and get
all areas of the business engaged with these activities?
 How can you leverage digital channels to reduce costs
and inefficiencies?
 How can you encourage consumer adoption and
uptake of your digital channels?
Panel sponsored by Amdocs

CONFERENCE DAY TWO WEDNESDAY 27TH JANUARY 2016
14:20 Self-Service Showcase:
The Vodacom Perspective
 Discussing how emerging market customers
respond to digital channels, and how to
engage them with the online world
 Determining how Vodacom have developed an
online self-care system that is easy-to-use and delivers
a consistently positive customer experience
 Identifying the key success factors for developing a
self-care solution and successfully migrating customers
across from stores and contact centres
Gary Trehair, Executive Head Self Service and User
Experience, Vodacom
Establishing how O2 Czech
Republic are transforming their
business division to enhance
their customers’ experience
 Exploring how O2 moved their salesforce from
the desk to the field to ensure they better understand
customer needs and forge strong customer relationships
 Determining how O2 optimised their customer care
process to reduce headcount and costs without
negatively impacting the customer experience
 Identifying how O2 are working to align the priorities
of their sales force and product teams to ensure
seamless service delivery for customers
 Discussing the initial impacts and lessons learned as
a result of O2 s business division transformation, and
identifying the next steps on their customer
experience journey
Vit Subert, Business Division Director, O2 Czech
Republic
14:55 How Rogers Communications deliver first-class digital experiences
Neel Dayal, Director of Digital Service Support, Rogers Communications
Presentation sponsored by Spatialbuzx
15:25 Mobile Communications the Mobile Vikings Way
Stijn Martens, CMO, VikingCo
16:00 Interactive Panel Discussion: Looking to the Future - What’s next for CEM?
In the final session of CEM Global 2016, take the chance to pose your burning questions to this expert panel, and get their predictions for the year ahead.
What new challenges will there be? What solutions will be of use? And what can you do to keep up with new innovations in this field?
Stijn Martens, CMO, VikingCo
Filipa Henriques, Director Customer Care and Continuous Improvement, Zap
Rubaba Dowla, Chief Service Officer, Airtel Bangladesh
16:30 Closing Remarks from the Chair Survivors’ Photo

SPONSORS
ALCATEL-LUCENT
Website: www.alcatel-lucent.com
We are at the forefront of global communications,
providing products and innovations in IP and cloud
networking, as well as ultra-broadband fixed and
wireless access to service providers and their
customers, and to enterprises and institutions
throughout the world. Underpinning us in driving
the industrial transformation from voice telephony
to high-speed digital delivery of data, video and
information is Bell Labs, an integral part of the
Group and one of the world’s foremost technology
research institutes, responsible for countless
breakthroughs that have shaped the networking
and communications industry. Our innovations have
resulted in our Group being recognized by Thomson
Reuters as a Top 100 Global Innovator, as well as
being named by MIT Technology Review as amongst
2012’s Top 50 “World’s Most Innovative Companies”.
We have also been recognized for innovation in
sustainability, being named Industry Group Leader
in the Technology Hardware Equipment sector in
the 2013 Dow Jones Sustainability Indices review, for
making global communications more sustainable,
affordable and accessible, all in pursuit of the Group’s
mission to realize the potential of a connected world.
With revenues of Euro 14.4 billion in 2013, Alcatel-
Lucent is listed on the Paris and New York stock
exchanges (Euronext and NYSE: ALU). The company is
incorporated in France and headquartered in Paris.
For more information, visit Alcatel-Lucent on: http://
www.alcatel-lucent.com, read the latest posts on the
Alcatel-Lucent blog http://www.alcatel-lucent.com/
blog and follow the Company on Twitter: http://twitter.
com/Alcatel_Lucent.
SpatialBuzz
Website: www.spatialbuzz.com
SpatialBuzz is an award winning and
innovative cloud-based customer experience
analytics and service monitoring platform for
network operators. SpatialBuzz improves
customer satisfaction and brand loyalty by
providing the same up-to-date network status
and coverage information across your mobile,
web and voice interaction channels with
customers.
SpatialBuzz derives valuable operational
insights by continuously monitoring activity
across all touch-points, giving a unique
crowd-sourced view of network performance,
an early-warning of emerging service issues
and a benchmark of performance during and
after major network changes. SpatialBuzz has
been successfully deployed by Tier 1 mobile
operators in major European markets.
Customers are more demanding and astute
than ever before, and their expectation for
immediate attention and feedback can cause
significant strain on a company’s operations
and reputation, especially at times of change
and incident.
The SpatialBuzz CEM solution has proven that
the adoption of a more transparent approach
to communicating the status and capability of
the services an operator provides is a positive
way to help retain and acquire customers.
By implementing the SpatialBuzz self-help
software, customers have access to near
real-time status and performance information
displayed geographically on the web and via
a handset application, negating the need to
phone a call centre.
ERICSSON
Website: www.ericsson.com
Ericsson is the driving force behind the
Networked Society - a world leader in
communications technology and services.
Our long-term relationships with every
major telecom operator in the world allow
people, business and society to fulfill their
potential and create a more sustainable
future.
Our services, software and infrastructure
- especially in mobility, broadband and
the cloud - are enabling the telecom
industry and other sectors to do better
business, increase efficiency, improve
the user experience and capture new
opportunities.
With more than 110,000 professionals and
customers in 180 countries, we combine
global scale with technology and services
leadership. We support networks that
connect more than 2.5 billion subscribers.
Forty percent of the world’s mobile traffic
is carried over Ericsson networks. And our
investments in research and development
ensure that our solutions - and our
customers - stay in front.
Founded in 1876, Ericsson has its
headquarters in Stockholm, Sweden.
Ericsson is listed on NASDAQ OMX stock
exchange in Stockholm and the NASDAQ
in New York.
HUAWEI
Website: www.huawei.com
HUAWEI SmartCare CEM solution can truly manage customer
experience by associating the quality of experience modeling
with aggregated Per Service Per User(PSPU) service quality
management and multi-vendor network metrics to achieve end-
user centric management practice, increase customer lifetime
value and improve operational efficiency.
Sponsors
Separate Reality
Website: separatereality.co.uk
Separate Reality are experts in self-care and customer
management systems.
We believe that customers deserve more from their
communications, media and utility providers • starting with
smart, engaging, interactive experiences.
We also believe that high quality can be delivered at affordable
prices.
We deliver engaging and effective user experiences for both
consumers and staff alike, where they can sign up, make
changes, provision and interact quickly and simply when ever
and where ever they want, whether they’re using a desktop
portal, smart technology or simply phoning up the call centre.
We don’t just deliver solutions that look good, they work at a
deep and powerful level with major billing systems’ data.
And it’s all tailored in the most effective way for your brand.
We have proven that enhancing your customer’s end to end
experience not only boosts long term brand loyalty but also
reduces operational costs and improves sale opportunities.

SPONSORS AND MEDIA PARTNERS
EdgeVerve Systems
Website: www.edgeverve.com
EdgeVerve Systems, a wholly owned
subsidiary of Infosys, develops innovative
software products and offers them
on-premise or as cloud-hosted business
platforms. Our products help businesses
develop deeper connections with
stakeholders, power continuous innovation
and accelerate growth in the digital
world. We power our clients’ growth
in rapidly evolving areas like banking,
digital marketing, interactive commerce,
distributive trade, credit servicing,
customer service and enterprise buying.
AssistEdge, our flagship offering in the
customer experience and service space,
delivers an integrated, cross-channel
experience and reduces service intensity
by enhancing operational productivity.
[24]7
Website: www.247-inc.com
[24]7 makes customer service and sales simple. Our
platform and applications use big data and predictive
analytics to understand customers and drive better service
and sales results for large enterprises. [24]7’s platform
enables an omnichannel interaction experience. We
connect customer interactions across an enterprise’s web,
mobile, chat, social, and phone channels. It’s all in real-
time and in the cloud. [24]7 is the largest provider of chat
agents with 5000 dedicated chat agents providing digital
assistance. Our solutions and services drive immediate
business results. We increase revenues, reduce service and
sales costs, and create more satisfied customers.
Spitch
Website: spitch.ch
Spitch uses advanced speech
technologies to enhance and streamline
call centres’ customer service.
Our semantic recognition and speaker
verification products extract real meaning
from customer conversations in real time
and improve customer satisfaction.
Partnering with integrators or companies,
our bespoke solutions continually adopt
the latest in machine learning science.
Calvi
Website: www.calvi.nl
Calvi envisions a world where the complexity of B2B
billing invoicing is history and all Telco customers,
big and small, receive clear and transparent
invoices and reports. A world in which all customers
can easily understand and process the invoice
information and Telcos no longer receives invoice-
related calls. A world in which customers always pay
fast and all Telcos deliver the end-to-end customer
centricity their customers expect of them.
Calvi’s bill presentment (EBPP), expense
management (TEM) and special billing (VIP Billing)
solutions enhance Telco’s B2B Billing Invoicing
both in front-end and back-end. Calvi’s total software
suite delivers the Telco’s ‘Operations’ concrete
bottom-line savings, brings their ‘Sales’ additional
revenue opportunities and helps their ‘Marketing’
create peak-end experiences to its B2B customers.
In special cases, such as bids or churn-risk, Calvi
helps Telcos with targeted solutions and support for
individual high-value customers.
Calvi software does not require complex integration
with existing (legacy) systems and often is deployed
quickly.
Gigamon
Website: www.gigamon.com
Gigamon provides an intelligent Visibility Fabric™
architecture for enterprises, data centers and service
providers around the globe. Our technology empowers
infrastructure architects, managers and operators
with pervasive and dynamic intelligent visibility of
traffic across both physical and virtual environments
without affecting the performance or stability of the
production network. Through patented technologies
and centralized management, the Gigamon GigaVUE
portfolio of high availability and high density products
intelligently delivers the appropriate network traffic
to management, analysis, compliance and security
tools. With over eight years’ experience designing and
building traffic visibility products in the US, Gigamon
solutions are deployed globally across vertical markets
including over half of the Fortune 100 and many
government and federal agencies.
Amdocs
Website: www.amdocs.com.
For 30 years, Amdocs has ensured service providers’
success and embraced their biggest challenges. To
win in the connected world, service providers rely on
Amdocs to simplify the customer experience, harness
the data explosion, stay ahead with new services and
improve operational efficiency. The global company
uniquely combines a market-leading BSS, OSS and
network control and optimization product portfolio
with value-driven professional services and managed
services operations. With revenue of $3.3 billion in
fiscal 2013, Amdocs and its 22,000 employees serve
customers in more than 80 countries.
Amdocs: Embrace Challenge, Experience Success.
Sponsors
Procera Networks, Inc.
Website: www.proceranetworks.com
Procera Networks, Inc. (NASDAQ: PKT), the global
Subscriber Experience company, is revolutionizing
the way operators and vendors monitor, manage
and monetize their network traffic. Elevate your
business value and improve customer experience
with Procera’s sophisticated intelligence
solutions. For more information, visit http://www.
proceranetworks.com or follow Procera on Twitter
at @ProceraNetworks.
Intent HQ
Website: www.intenthq.com
Intent HQ is a customer science company. We manage and
enrich your customer data in the cloud, enabling browser-
based customer insights, segmentation, and targeting, as
well as individualised customer experiences. Brands that
use Intent rapidly increase the speed at which they can gain
customer insight, resulting in increased retention, higher
engagement, and lower ad spend.
Diabolocom
Diabolocom is a creator and operator of customer
interaction management solutions across all contact
channels, including telephone (IVR, ACD), email and live
chat, for medium-to large-sized businesses.

SPONSORS
Sorriso
Website: www.sorrisotech.com/products/
Sorriso Technologies Ltd. is a leading provider of enterprise
level, bill-centric customer Self Care software and services
to businesses worldwide. Since 2001, Sorriso has delivered
scalable, reliable, best of breed online solutions to leading
companies in the Telecommunications, Cable Media,
Financial Services, Utilities, Food Beverage, and Insurance
sectors. Our expertise is digital Self Care with an ever
evolving product roadmap of modules and features
designed to push the future of the digital customer
experience. Our offerings are:
• Persona Interactive Video by Sorriso™
• Sorriso Self Care
• Sorriso Enterprise Self Care
• Sorriso Cloud
Visit our website: www.sorrisotech.com/products
LogMeIn
Website: www.logmein.com
LogMeIn provides SaaS-based remote access, support
and collaboration solutions to quickly, simply and securely
connect millions of internet-enabled devices across the
globe — computers, smartphones, iPad™ tablets, digital
displays, and even in-dash computers of the Ford trucks.
Designed for consumers, mobile professionals and IT
organizations, LogMeIn’s solutions empower over 11 million
active users to connect more than 125 million devices.
LogMeIn is based in Woburn, Massachusetts, USA, with
offices in Australia, Hungary, the Netherlands, and the UK.
Conversocial
Website: www.conversocial.com
Conversocial is a leading provider of
cloud-based social customer service
solutions. Our enterprise-class platform
helps global brands revolutionize
customer experience, enhance agent
productivity and improve operational
efficiency by managing the flow
of customer service inquiries and
discussions on social media channels
such as Facebook, Twitter, Google+,
Instagram and YouTube. Our clients
are able to securely transform their call
centers by creating a personal service
culture that integrates proven customer
service processes with new technology
and channels. With analytics to provide
accurate, actionable insights on customer
trends over time and comprehensive APIs
that seamlessly integrate into CRM and
contact center technologies, we provide
a single view of the customer that drives
unmatched engagement and brand
loyalty. The largest global firms including
Google, Hertz and Barclaycard turn to
Conversocial to mitigate operational
and reputational risk, reduce costs and
create the most inclusive customer
service experience possible. For more
information,
visit www.conversocial.com.
Cellebrite
Website: www.cellebrite.com
Cellebrite provides operators and
retailers with advanced solutions to
enhance customer experience, improve
satisfaction, reduce cost, and generate
revenue. With delivery channels in-
store, on-device, and over the web,
mobile retailers can take advantage
of Cellebrite’s full suite of mobile retail
solutions: diagnostics, phone-to-
phone content transfer, backup and
restore, automated phone buyback,
and application and content delivery.
In addition, Cellebrite offers retailers
monitoring, statistics and analysis of all
activities. Cellebrite is a world leader in
the mobile retail market, the company
has more than 100,000 units deployed
at over 200 mobile carriers and retailers
globally, representing well over 100,000
stores handling hundreds of millions of
transactions a year.
Globally known for its technological
breakthroughs in the cellular industry,
the company employs approximately
400 people, with nearly half engaged
in RD to ensure continued innovative
leadership.
Founded in 1999, the company has
offices in Israel, the USA, Brazil, Germany
and Singapore Cellebrite is a subsidiary
of the Sun Corporation, a publicly traded
Japanese company (6736/JQ) based in
Nagoya.
Sponsors
Media Partners
UXP Systems
Website: www.uxpsystems.com
UXP Systems is the industry leader in identity driven
services enablement. UXP Systems’ MINT Digital
Experience Engine powers the digital user lifecycle
as operators transform to a seamless, digital world of
entertainment, communications, and connected life
services. Their User Lifecycle Management™, Service
Gateway and UXDR® Insight modules are transforming
service experiences for operators like Cable Wireless,
Rogers Communications, TELUS and CenturyLink in order
to simplify user journeys while unifying and personalizing
access to digital services for every household user. UXP
Systems’ MINT platform innovates above existing legacy
systems to transform the user experience, enabling
frictionless user registration and device on-boarding,
new user acquisition models, delegated user access and
individual user profiles across all screens and services.
For more information, please contact us at info@
uxpsystems.com | www.uxpsystems.com
Oracle Communications
Website: www.oracle.com/communications
Oracle Communications solutions span the
communications industry landscape — from cross-
channel customer experience and business and
operational support systems, to network service and
session delivery and control solutions — enabling service
providers and enterprises to deliver and monetize
innovative digital lifestyle services, build strong customer
relationships, and streamline operations.

THE TELECOMS IQ TOUCH
If you’re still undecided on whether to sign up or not,
this is our promise 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.
It’s called having the Telecoms IQ Touch
What we will deliver
d Cutting edge, informative first-hand case studies from Director, VP
and C-level speakers from world-renowned telecoms operators
d An agenda that has been developed in consultation with 20+ 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
d 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
d A dedicated pre-conference focus day with dynamic workshops on
the topics chosen by YOU
d 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 Global 2016 Team
contact:
Zoe Amos
Programme Director
Zoe.amos@iqpc.co.uk
contact:
Mark Lee
Commercial Director
sponsorship@iqpc.co.uk
contact:
Marina Belaya
Senior Marketing Manager
Marina.belaya@iqpc.co.uk
contact:
Michael Leach
Commercial Director
contact:
Anna Littler
Event Manager
Anna.littler@iqpc.co.uk
contact:
Imran Shafi
Commercial Director
contact:
Christopher Wagland
Senior Campaign Manager
enquire@telecomsiq.com
contact:
Maya Fowell
Editor – Telecoms IQ
Maya.fowell@iqpc.co.uk
For speaking
opportunities
For press or marketing
opportunities
For sponsorship opportunities
To register as a delegate To engage with the
Telecoms IQ community
For logistics
enquiries

LONDON: THE HOME OF CEM IN TELECOMS GLOBAL
SUMMIT 2016
Venue
Park Plaza Victoria
239 Vauxhall Bridge Road, London, SW1V 1EQ, United Kingdom
Website: www.parkplaza.co.uk/london-hotel-gb-sw1v-1eq/
gbvictor
Phone: 0844 415 6750
Directions…
.. from Gatwick
Jump on the Gatwick Express from the airport terminal – this
takes you directly to Victoria Station, just a two minute walk from
the venue.
Approximate total journey time 35 minutes
.. from London City
Take the Docklands Light Railway to Canning Town, head down
to the London Underground (Jubilee line) to Green Park, and
change to the Victoria line to make it to Victoria Station.
.. from London Heathrow
Take the Heathrow Express from your airport terminal into
London Paddington station. Hop on the London Underground
(Circle line) to Victoria Station.
.. from London Luton
Take the shuttle transfer to Luton Airport Parkway, and then take
the train down to St Pancras International. Jump on the London
Underground (Victoria line) down to Victoria Station
.. from London Stansted
Take the Stansted Express from the airport terminal into Liverpool
Street Station. Head down to the London Underground (Circle
line) to Victoria station
An evening on the Thames
It’s OK – we know you want to see more of London than just the inside of the
Park Plaza Hotel! So following conference day 1, you and your fellow CEM Global
attendees will head down to Westminster Pier, where drinks and a luxury river
cruise await you. Take in some of London’s iconic sites, including the Houses of
Parliament, Westminster Abbey, Tower Bridge and many more, whilst catching up
with old friends and new.
Telecoms IQ’s top London picks
Decided to take an extra day or two out of the office? Telecoms IQ have put together some of our favourite
London hotspots.
Things to see
The British Museum
(nearest station –
Holborn or Tottenham
Court Road)
This world-famous
museum exhibits the works of man from
prehistoric to modern times, from around
the world. Highlights include the Rosetta
Stone, the Parthenon sculptures and the
mummies in the Ancient Egypt collection,
to which entry is free!
The Tower of London
(nearest station – Tower
Hill)
One of London’s most
iconic buildings, this
900-year-old palace,
prison, jewel house, zoo
and execution place is one of the best
ways to understand the history of the
British monarchy. Visitors can take a tour
with one of the Yeoman Warders, gaze
up at the White Tower, tiptoe through a
medieval king’s bedchamber and marvel
at the Crown Jewels.
Things to do
Take a flight on the
London Eye (nearest
station – Waterloo)
The London Eye is a major
feature of London’s skyline,
boasting some of London’s
best views from its 32 capsules, each holding
up to 25 people. If you’re short of time, this is
a great way to view over 55 of London’s most
famous landmarks – all in just 30 minutes!
Be entertained by
London’s finest street
artists (nearest station –
Covent Garden)
Covent Garden has long
been famous as the home
of some of London’s finest
theatres, restaurants, and
even the Royal Opera House but increasingly
it’s the street theatre that draws the biggest
crowds! Artists range from violinists and
opera singers, to daredevil fire eaters, and
to clowns and magicians for children... Just
wander around and see what you stumble
across!
Places to eat and drink
In a city
as big as
London,
it’s almost
impossible
to pick
the best
restaurant
or bar, however for the
widest choice, head into
Soho (nearest station –
Oxford Circus). Alternatively
if you are looking for
something specific, Brick
Lane is famous for a curry
(nearest station – Aldgate
East), Chinatown is clearly
the best place for Chinese
(nearest station – Leicester
Square), and for traditional
East London ‘pie and mash’,
head to a branch of Manze
(most central one is near
Elephant Castle Station)






CUSTOMISE YOUR PACKAGE
Create your own CEM Global Summit experience:
Pass includes
Master
Pass
Business
Pass
Standard
Pass
Main Conference
(26 27 January 2016)
4 4 4
CEM Global Networking App 4 4 4
Membership to Telecoms IQ online
community
4 4 4
Access to Evening Networking
Reception
4 4 4
Post-Show Access to Presentations 4 4 4
Business Lounge access 4 4 5
Choice of 1 workshop** 5 4 5
Access to Breakfast Briefings 4 5 5
Access to full workshop day 4 5 5
Pricing Discounts
Package Options For Mobile, Fixed
Cable Operators, and MVNOs
Master Pass Business Pass Standard Pass
Standard Price £2149 +VAT £1849 +VAT £1549 +VAT
Package Options For All Other
Attendees
Master Pass Business Pass Standard Pass
Standard Price £3299 +VAT £2949 +VAT £2599 +VAT
A LA CARTE - ADD TO ANY PACKAGES OR PURCHASE SEPARATELY PRICE
Single workshop** £399 +VAT
Access to full workshop day £799 +VAT
Access to Breakfast Briefings £299 +VAT
Conference presentations on B2B Shop at www.b2biq.com only £499 +VAT
*All ‘Early Bird’ discounts require payment at time of registration and before the cut-off date in order to receive any discount. Any discounts
offered (including team discounts) must also require payment at the time of registration. All discount offers cannot be combined with any other offer.
**Please select your choice of workshop(s): A B C
All prices are exclusive of UK VAT at 20% UK VAT registration no. GB 799 2259 67
Please view our registration policy for full information about payment, cancellation, postponement, substitution and discounts. http://www.iqpc.com/
Global/About/Cancellation-Policy
5 WAYS TO
REGISTER
WEB: www.customerexperienceevent.com
EMAIL: enquire@telecomsiq.com
PHONE:
+44 (0)207 368 9809
FAX:
+44 (0)207
368 9301
POST:
your booking form to:
IQPC Ltd, 129 Wilton Rd
London, SW1V 1JZ
CLICK HERE TO SUBMIT FORM NOW VIA EMAIL

CLICK HERE TO SUBMIT FORM NOW VIA EMAIL
19489.011
Payment Method
Card Number: VISA M/C AMEX
Total price for your Organisation: (Add total of all individuals attending):
Cheque enclosed for: £
(Made payable to IQPC Ltd.)
Exp.
Date:
Name
On Card:
Billing Address
(if different from above):
City/County/
Postcode
Sec:
(Please quote 19489.011 with remittance advice)
Bank account details (GBP): Account No: 51304143 IBAN Code: GB59 MIDL 4038 1851 3041 43 Sort Code: 40 38 18 Swift Code: MIDLGB2112V Account name: International
Quality Productivity Centre Ltd. Bank: HSBC Bank Plc, 67 George Street, Richmond, Surrey TW9 1HG, United Kingdom
Please photocopy for each additional delegate
Delegate Details
Mr Mrs Miss Ms Dr Other
Family Name: Family Name:
Job Title: Tel No.:
Email:
Yes I would like to receive information about products and services via email
Organization: Nature of business:
Address:
Postcode: Country: Telephone: Fax:
Approving Manager:
Name of person completing form if different from delegate:
Signature:
I agree to IQPC’s cancellation, substitution and payment terms
Special dietary requirements: Vegetarian Non-dairy Other (please specify)
Please indicate if you have already registered by Phone Fax Email Web
Please note: if you have not received an acknowledgement before the conference, please call us to confirm your booking.
To speed registration, please provide the priority code located on the mailing
label or in the box below.
My registration code is:
Please contact our database manager on +44(0) 20 7368 9300
or database@iqpc.co.uk quoting the registration code above to
inform us of any changes or to remove your details.
PDFW
z Participate in different stream sessions, workshops and
interactive discussions for maximum learning
z Spend some time out of the office bonding and sharing
ideas with your colleagues
z Collaborate and develop take-away action plans for your business
z Split the exhibition hall and make sure you meet with all our trusted
vendor partners
z Hear sessions focused on leadership, team and employee engagement
for new ideas to take home
z Benefit from exclusive group discounts*:
z Groups of 3 or more booking at the same time from the same company
receive a 10% discount.
z 5 or more receive a 15% discount.
z 7 receive a 20% discount.
IT’S BETTER WHEN YOU ATTEND IN TEAMS
CEM Global 2015 saw team attendance from:

Venue: Park Plaza Victoria, 239 Vauxhall Bridge Road, London, SW1V 1EQ, United Kingdom
Accommodation: Travel and accommodation are not included in the registration fee. For updates on the venue and accommodation information,
please visit: www.customerexperienceevent.com
Please read the information listed below as each booking is subject to IQPC Ltd standard terms and conditions. Return of this email will indicate that you accept these terms. Payment Terms Upon completion and return of the registration form
full payment is required no later than 5 business days from the date of invoice. Payment of invoices by means other than by credit card, or purchase order (UK Plc and UK government bodies only) will be subject to a £49 (Plus VAT) processing
fee per delegate processing fee. Payment must be received prior to the conference date. We reserve the right to refuse admission to the conference if payment has not been received. IQPC Cancellation, Postponement and Substitution Policy
You may substitute delegates at any time by providing reasonable advance notice to IQPC. For any cancellations received in writing not less than eight (8) days prior to the conference, you will receive a 90% credit to be used at another IQPC
conference which must occur within one year from the date of issuance of such credit. An administration fee of 10% of the contract fee will be retained by IQPC for all permitted cancellations. No credit will be issued for any cancellations
occurring within seven (7) days (inclusive) of the conference. In the event that IQPC cancels an event for any reason, you will receive a credit for 100% of the contract fee paid. You may use this credit for another IQPC event to be mutually
agreed with IQPC, which must occur within one year from the date of cancellation. In the event that IQPC postpones an event for any reason and the delegate is unable or unwilling to attend in on the rescheduled date, you will receive a credit
for 100% of the contract fee paid. You may use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of postponement. Except as specified above, no credits will be issued for
cancellations. There are no refunds given under any circumstances. IQPC is not responsible for any loss or damage as a result of a substitution, alteration or cancellation/postponement of an event. IQPC shall assume no liability whatsoever in
the event this conference is cancelled, rescheduled or postponed due to a fortuitous event, Act of God, unforeseen occurrence or any other event that renders performance of this conference impracticable, illegal or impossible. For purposes
of this clause, a fortuitous event shall include, but not be limited to: war, fire, labour strike, extreme weather or other emergency. Please note that while speakers and topics were confirmed at the time of publishing, circumstances beyond
the control of the organizers may necessitate substitutions, alterations or cancellations of the speakers and/or topics. As such, IQPC reserves the right to alter or modify the advertised speakers and/or topics if necessary without any liability
to you whatsoever. Any substitutions or alterations will be updated on our web page as soon as possible. Discounts All ‘Early Bird’ Discounts require payment at time of registration and before the cut-off date in order to receive any discount.
Any discounts offered whether by IQPC (including team discounts) must also require payment at the time of registration. All discount offers cannot be combined with any other offer. Conference Audio: The purchase of any conference audio,
video or digital recording on B2B Shop (www.b2biq.com) includes keynote, topic and panel sessions where the presenters agree to grant permission for their presentation/sessions to be audio and/or video recorded by IQPC and further agree
to release all rights to IQPC related to the contents of the recording, its distribution, sale, reproduction, broadcast in whole or in part and without limitation or compensation. Please be aware that in respect of this IQPC cannot guarantee the
inclusion of any or all sessions until after the conference has taken place.
© IQPC Ltd. VAT Registration #: GB 799 2259 67
You can access a variety of free resources such as whitepapers,
articles, news, podcasts and presentations online at
VENUE ACCOMMODATION
TERMS AND CONDITIONS
FREE ONLINE RESOURCES
Start knowledge sharing and
networking before the event
5 WAYS TO
REGISTER
WEB: www.customerexperienceevent.com
EMAIL: enquire@telecomsiq.com
PHONE:
+44 (0)207 368 9809
FAX:
+44 (0)207
368 9301
POST:
your booking form to:
IQPC Ltd, 129 Wilton Rd
London, SW1V 1JZ
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