This document summarizes an event for customer experience leaders in the Latin American telecom industry. The event will be held on March 30-31, 2016 in Lima, Peru and will feature presentations and discussions on topics like building customer-focused processes, migrating customers to digital channels, simplifying the customer experience, and aligning departments to deliver an omni-channel experience. Speakers will include executives from telecom companies like Tigo, Telefonica, Nextel, and DirecTV. The event aims to help attendees discover best practices for improving customer retention, satisfaction, and advocacy.

1. www.cemintelecomslatam.commm
Transform your multi-channel processes and evolve your customer
contact strategy to deliver a seamless experience for your customers
30th-31st March 2016 • Lima, Peru
Still the only event for
LatAm’s CEM leaders in
the telecoms industry!
Full English-Spanish
translation available!
Gather top tips for CEM success from Latin
America’s Customer Experience Experts:
Early confirmed sponsor:
Key benefits and takeaways from the
region’s #1 CEM in Telecoms event:
z Discover how to build customer-focused processes to ensure a
seamless experience across all channels with Tigo
z Hear from Telefónica how to migrate your customers to digital care
channels to reduce response times and cost
z Discuss how to simplify your business to reduce customer confusion
with Nextel and DirecTV
z Learn from Entel how to align the priorities of different departments
to deliver a truly omni-channel customer experience
z Determine best practices for contact centre management with Claro
and Cable Wireless to ensure your internal customer-centric
processes are followed by your external partners
“Very good, especially sessions that
aligned churn, satisfaction and NPS”
Head of Customer Satisfaction, Telefónica Peru
Zaida Nunez,
VP Customer Care,
Digitel
Marcelo Ceruso,
VP Customer Solutions,
TV Cable
Hugo Paredes,
Director CX and Churn,
DirecTV Peru
Mario Contastavile,
Director of Customer
Services,
Nextel Argentina
Rodrigo Gorostiza Lopez,
Head of Multichannel
Strategy Planning,
Entel
Roberto Bedoya Juarez,
Head of Call Centres,
Claro Peru
Eduardo Castro,
Head of Customer
Processes,
Tigo El Salvador
Erika Maldonaldo,
Head of E-Service,
Telefonica Colombia
Renato Campos,
Head of Call Centre
Operations,
Cable Wireless

2. www.cemintelecomslatam.commm
Welcome to CEM in Telecoms Latin America 2016! Thank you to our CEM in
Telecoms Global Series
Advisory Board members
Franz Weisenburger,
SVP Customer Experience Design,
Deutsche Telekom
Radu Ciocan,
Group Director Customer Experience,
Ooredoo
Rod Coleman,
European Director Customer Experience,
Liberty Global
Roman Nedielka,
Director Group Customer Experience,
Etisalat
Heinz Honemann,
Senior Executive Customer Experience,
Accenture
Most operators understand the importance of keeping customers happy, but actually embedding
a Customer First culture 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 in Telecoms Latin
America 2016, the region’s premier meeting place for the CEM in telecoms community, is
your chance to gain the skills and insight needed to transform your processes, break down siloes
and deliver a first-class experience for each of your customers.
And yes – we are relocating to Peru!
With the Andean region becoming more competitive than ever, and customer expectations rising,
this year we’ll bring you the best this up-and-coming region has to offer. Benefit from the insights
of your VP and Director-level peers from Peru, Ecuador, Colombia, Chile and beyond, and take
advantage of your speaker panels’ 100+ years combined expertise in delivering the experiences
their customers demand.
Don’t miss the chance to become the customer champion within your company, and crack those
long-standing challenges:
z How can we align our in-store, contact centre and online processes to deliver a
seamless experience for customers?
z How can we ensure all areas of out business listen to and act on the Voice of the Customer
to ensure long-term satisfaction?
z How can we truly embrace digital and social channels to reduce costs whilst meeting
customer demands?
Registering is easy - just visit www.cemintelecomslatam.com, email us at
enquire@telecomsiq.com, or give us a call on +44 (0) 20 7368 9737.
On behalf of the entire CEM in Telecoms team, we look forward to meeting you in Lima very soon!
Best wishes,
Zoe Amos
Director – CEM in Telecoms Global Series
P.S. Can’t wait until March?
Check out the online Resource Centre
where you can find complimentary
whitepapers, interviews and additional
learning resources!

3. www.cemintelecomslatam.commm
Speaker Spotlight
Who will you meet at CEM in Telecoms
Latin America Summit 2016?
“Companies must think about their processes and structures in
terms of customer satisfaction, always considering how every
decision will affect the customer journey. To do so, customer
satisfaction must be determined as a key objective of the
company, and be a part of the C-level’s annual goals”
Rodrigo Gorostiza Lopez, Head of Multichannel Strategy Planning,
Entel is a generalist of business management, and has worked in telecoms
since 2005. He studied Ingeniería Comercial in Universidad Central de
Chile, holds an International MBA from ESIC Business School of Madrid
and Shangai International Studies University of China, and a business
Intelligence postgraduate diploma from Universidad de Chile
Customer Experience 30%
Customer Service/Care 35%
Marketing 20%
Networking Performance 20%
Other 5%
VP/C-Suite 15%
Director-Level 30%
Department Head 30%
Manager 10%
Other 5%
Andean Region 45%
Central America 20%
Rest of Latin America 20%
Caribbean 10%
Other 5%
Your All-New Latin American
Speaker Panel
“I got all my
questions answered!”
VP Customer Operations,
Nuevatel

4. www.cemintelecomslatam.commm
CEM in Telecoms Latin America 2016: Part of the 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 Roundtables:
UK Ireland
Dublin, Ireland, May 2016
CEM in Telecoms B2B
London, UK, June 2016
CEM in Telecoms Europe
Prague, Czech Republic, June 2016
CEM in Telecoms north america
Atlanta, USA, October 2016
“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
Senior Customer Experience Consultant,
Verizon @ CEM in Telecoms Nordics
“Very good speakers
and mix of people, with
useful and relevant agenda”
“Excellent networking
opportunity with interesting insights
on how other operators address customer
experience”
Head of Online Care Sales SMB,
Swisscom @ CEM in Telecoms Europe
Process Improvement Leader,
Cox @ CEM in Telecoms North America
“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”
VP Customer Operations,
Nuevatel @ CEM in Telecoms
Latin America
“It was very good,
there were some excellent
presentations and interesting
questions answered”
“The event was hugely
valuable - meeting such a broad array
of companies from all over the world and
all aspects of the telecoms industry”
Customer Experience Consultant,
Vodafone @ CEM in Telecoms Global

5. www.cemintelecomslatam.commm
Reasons you should sponsor CEM in Telecoms Latin America Summit 2016
2016 Floor Plan
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 sponsors’ investment and 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
2015 entirely sold out!
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
Early confirmed sponsor:
Sold
Reserved

6. www.cemintelecomslatam.commm
Conference Day One – Wednesday 30th March 2016
09:00 Opening remarks from the Chair
09:10 Speed Networking Session
Don’t forget your business cards for this icebreaking networking session – the title
of “Best Networker” and a prize will be awarded to the person who exchanges the
most!
09:30 Determining how Entel align the priorities of different departments to
deliver the best customer experience in the Chilean market
• Establishing why and how Entel bring key stakeholders from across the business
into their monthly omni-channel steering committee
• Aligning the priorities and KPIs of different departments
• Providing senior management with visibility over the commercial and customer
satisfaction performance of each channel
• Designing customer journeys to allow customers to move seamlessly
between channels
• Identifying and overcoming the key challenges to gaining support and buy-in
from different departments for your customer experience strategies
• Learning how Entel’s joined-up approach to the customer experience has led
to them becoming the #1 customer service provider amon g telecoms
operators in Chile
Rodrigo Gorostiza Lopez, Head of Multichannel Strategy and Planning, Entel
10:10 Interactive Panel Discussion: How can you simplify the customer
experience?
• How can you develop consistent processes across each of your sales and
service channels to reduce customer confusion?
• How can you simplify your product sets whilst still providing enough choice for
customers?
• How can you 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?
Panelists:
Hugo Paredes, Director CX and Churn, DirecTV Peru
Jose Cruzado, Former Director Customer Experience, Telefónica Peru
Mario Contastavile, Director of Customer Services, Nextel Argentina
10:50 Morning networking refreshments
11:20 Determining how to leverage customer insights and advanced analytics to
build a high-performing customer experience strategy Case Study Stamp
• Establishing how to effectively listen to and take note of the Voice of the Customer
across your call centre, retail and online channels
• Determining how to mix verbatim customer feedback and other insights to gain a
full picture of customer needs
• Discussing how to analyse your data to measure the impact of different touch
points and activities on customer satisfaction
Learning how to leverage this insight to refine your KPIs, reduce complexities and
enhance your customer experience strategy
Jose Cruzado, Former Director Customer Experience, Telefónica Peru
12:00 Interactive Discussion Session - Customer Experience KPIs: Going Beyond
NPS
The primary goals of an enhanced customer experience for telecoms operators
are simple:
• Increased customer acquisition
• Reduced churn
• Increased operational efficiency
At your tables, you will have 30 minutes to discuss the key metrics you can use
to measure your progress towards each of these three goals. At the end of the
session, present your top KPIs back to the rest of the room, and hand in your notes
to the registration desk to receive a summary of each group’s discussion post-event
12:50 Networking lunch
14:00 Identifying how TV Cable ensure their field technicians satisfy the needs
of their customers
• Determining what factors have the greatest impact on the customer experience
across different segments of your customer base
• Learning how to adapt your KPIs to reflect the needs of the customer, not just
those of the business
• Exploring examples of how TV Cable ensure their field technicians provide the
support their customers expect, in the time frames they demand
Marcelo Ceruso, VP Customer Solutions, TV Cable
INTERACTIVE
INTERACTIVE
CASE
STUDY
CASE
STUDY
INTERACTIVE

7. www.cemintelecomslatam.commm
Conference Day One – Wednesday 30th March 2016
14:40 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?
• Discussing what experience and skills are needed from staff to improve the
customer experience in an era of austerity
For updates on the speaker panel, please visit www.cemintelecomslatam.com
15:00 Establishing how to build customer-focused systems and processes
across your organisation
• Assessing the differing process and experience requirements of different
customer segments
• B2B vs B2C
• Cable vs Wireless
• Identifying how to align your customer care and sales systems and processes to
deliver a seamless experience for customers
• Exploring case studies of where process automation has delivered an improved
quality of service for customers
Eduardo Castro, Head of Customer Process, Tigo El Salvador
15:40 Afternoon Networking Refreshments
16:10 Interactive CEM Discussion Groups
In this session, delegates will select two topics from the conference to discuss in
greater depth with their peers in closed-door setting. Expert facilitators will be on
hand to drive discussion and take notes that will be shared with participants post-
event
With five topics to pick from, and each discussion limited to just 15 attendees,
make sure you sign up at the beginning of the day to secure your place at your
preferred table!
Session topics will include:
17:20 Closing remarks from the Chair
17:30 End of conference day one networking
drinks reception
CASE
STUDY
INTERACTIVE
1. How
can you provide
a best-in-class
experience for
your corporate
customers?
4. How can
you leverage
Big Data analytics
to enhance your
customers’
experience
5. How can
you optimise
your contact centre
processes to deliver
best-in-class
customer
care?
2. How can
you effectively
monitor customer
feedback across
multiple channels
and touch
points?
3. How
can you develop
simple self service
solutions and
encourage your
customers to
use them?

8. www.cemintelecomslatam.commm
Conference Day Two – Thursday 31st March 2016
09:00 Opening remarks from the Chair
09:10 Cross Industry Interactive Showcase: Discussing the lessons learned in
customer experience management from outside of the telecoms industry
Interactive Session Stamp
In this interactive session, CEM experts from outside of the telecoms industry will
share their strategies for delivering an excellent experience for their customers.
Once all presentations have been made, discussion will be opened to the floor for
questions.
• What were the drivers and goals behind your customer experience management
strategy?
• What issues did you encounter when implementing customer experience
management strategies? How did you manage and overcome these?
• What are your top tips for success and key takeaways for telecoms operators?
Speakers include:
Caroline Dourojeanni, VP Relationship Support Unit, Citi
10:20 Morning networking refreshments
10:50 Examining how to develop easy-to-use self-service solutions and
effectively migrate your customers to digital care channels Case Study
Stamp
• Establishing the business case for moving to a self-service system: how can you
justify the high initial investment?
• Discussing how to develop an online self-care system that is easy-to-use and
delivers a consistently positive customer experience
• Understanding how to overcome the challenges of integrating different legacy
systems in order to ensure a simple self-care experience
• Examining how to increase uptake of your digital care channels and encourage
your customers to use them
Erika Maldonado, Head of E-Service, Telefónica Colombia
11:30 Interactive Panel Discussion: How can you digitally transform the customer
experience? Interactive Session Stamp
• What are the short-term and long-term effects of digitally transforming your
customers’ experience?
• How do you prioritise which digital and social customer service strategies to
explore first?
• How can you leverage digital technologies to transform the in-store customer
experience?
• To what extent can you bring digital engagement strategies into your call centres?
Panelists:
Zaida Nunez, VP Customer Care, Digitel
Erika Andrade Peralta, Head of Customer Experience, Telefónica Ecuador
12:10 Customer Experience Worst Case Scenarios Interactive Session Stamp
In this interactive session, you will be divided into groups and presented with a
series of situations in which a customer is not happy!
Work through each situation and determine how you would resolve the problem
for each customer, whilst identifying which internal processes you need to change
to prevent the situation from arising again. At the end of the session, present your
solutions back to the floor, and be in with the chance to win a prize for the ‘best
solution’ to the ‘worst scenario’
12:50 Networking lunch
13:50 Establishing how to deliver first-class experiences in your retail stores
• Establishing how to firmly embed retail into your multi-channel customer
experience strategy to ensure consistency of communications and support
• Determining how to turn your retail stores from acquisition channels to experience
channels
• Adapting your incentive structure to encourage your store workers to deliver
sales through service
• Developing unique in-store experiences to engage customers with your brand
• Learning how to capitalise on the face-time with your customers that retail
channels offer in order to deliver a truly personalised customer experience
For updates on the speaker panel, please visit www.cemintelecomslatam.com
CASE
STUDY
INTERACTIVE
INTERACTIVE
INTERACTIVE

9. www.cemintelecomslatam.commm
Conference Day Two – Thursday 31st March 2016
Status of the RegionContact Centre Showcase
14:30 Understanding how Claro enable their contact centre staff to deliver
excellent and personalised customer service
• Identifying the benefits and disadvantages of outsourcing your customer service
function
• Establishing to what extent you can share customer data with outsourced care
agents, to enable them to deliver the best experience possible
• Learning how Claro renegotiated their contracts with their outsourced partners to
gain more visibility and control over their customers’ experience
• Discussing the impact of this contract negotiation on customer satisfaction and
ARPU
Roberto Bedoya Juarez, Head of Call Centres, Claro Peru
15:10 Understanding how Cable Wireless are effectively managing customer
interactions in their contact centres Case Study Stamp
• Establishing how to measure and maximise the performance of each of your call
centre agents
• Discussing how to encourage outsourced call centre agents to follow the same
customer-centric processes as internal staff, and keep the company spirit alive
• Learning how Cable Wireless are moving from an outsourced to insourced
call centre model to ‘bring jobs back to the islands’ and gain more control over
the customer experience
Renato Campos, Head of Call Centre Operations,
Cable Wireless El Salvador
15:50 Closing remarks from the Chair
16:00 End of conference networking refreshments
CASE
STUDY
CASE
STUDY
Mexico’s mobile
market expanded by
just 1.6% in 2014, with
subscriptions declining
1.623mn y-o-y to Q115.
163,000 new mobile
subscriptions were added
in H115, taking the total
to 31.189mn, reaching a
penetration rate of 100.1%.
The mobile market reached
7.305mn subscribers at the
end of 2014. This represented
growth of 3.6% and penetration
surpassed 105% as a result.
Mobile connections
contracted by 506,000 at the
end of March 2015, bringing
the total by the end of Q115
to 61.510mn.
Venezuela had
15.96mn internet
users and 3.45mn
broadband
subscriptions in
2014.
MVNOs are growing! Virgin Mobile
Colombia’s subscriber base was
2.118mn by the end of March 2015,
compared to 440,667 a year earlier.
Other local MVNOs Uff! Movil, Grupo
Exito, Avantel and Empresa de
Telecomunicaciones de Bogota (ETB)
registered 1.182mn subscribers total
at the end of 2014.

10. www.cemintelecomslatam.commm
The Telecoms IQ Touch Meet the CEM in Telecoms
Latin America 2016 Team
For speaking opportunities, contact:
To engage with the Telecoms IQ
community, contact:
For press or marketing opportunities,
contact:
For logistics enquiries, contact:
Zoe Amos
Programme Director
Zoe.Amos@iqpc.co.uk
Maya Fowell
Editor – Telecoms IQ
Maya.Fowell@iqpc.co.uk
Monica Zgurova
Marketing Manager
Monica.Zgurova@iqpc.co.uk
Anna Littler
Event Manager
Anna.Littler@iqpc.co.uk
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
z Cutting edge, informative first-hand case studies from senior level speakers from the
region’s leading telecoms operators
z 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
z 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
z 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!

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Standard Price* $2,299
Package Options For All Other Attendees Economy Pass
Register and Pay By 11th December 2015*
SAVE $400
$2,899
Register and Pay By 22nd January 2016*
SAVE $300
$2,999
Register and Pay By 26th February 2016*
SAVE $100
$3,199
Standard Price $3,299
Pass includes
Conference (30th - 31st March 2016) 4
Access to conference presentations post-event via our B2B Shop
atwww.b2biq.com
4
A la Carte
Conference presentations on B2B Shop at www.b2biq.com $799
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30th-31st March 2016 • Lima, Peru
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