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12TH ANNUAL CUSTOMER EXPERIENCE MANAGEMENT IN TELECOM SUMMIT

1 – 3 SEPTEMBER 2020 | VIENNA
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PAST SPEAKERS

SEE THE PREVIOUS SPEAKERS & CASE STUDIES

Marie-Lousie
MASRELIEZ

Head of Tele2 Online

Fredrik
LEMMING

Director Sales - Customer Experience

Cesar
VISTAS

Commercial Operations Director

Miguel Angel
CARRASCO

Customer Care Director

Artur
URBAŃSKI

VP Consulting

Hans Fløe
MØLBY STEFFENS

Head of Customer Experience & Journey Design

CONFERENCE TOPICS 2020

LOOK AT THE TOPICS THAT WERE DISCUSSED

  • AI, digitalisation and digital transformation in customer experience management
  • Seamless (digital) customer experience strategies
  • Personalised customer approach
  • Creating personalised mobile applications
  • AR/VR in the telecom industry
  • Creating customer-centric culture
  • Data-based customer engagement
  • Building emotional connections

DESIGNED FOR

Members of board, C-level, Senior/Global Vice Presidents, Directors, Heads of departments from telecommunication industry involved in:

  • Customer experience
  • Digital
  • Digital customer experience
  • Customer value proposition
  • Customer experience management
  • Customer relations management
  • Digital products enhancing customer experience
  • Wearables and mobile apps
  • Customer insights
  • Customer journey
  • Customer value
  • Voice of customer

CASE STUDIES

PAST CASE STUDIES INCLUDE

CASE STUDY / DAY 1

The WhatsApp Leap Forward

Messaging is called to become the main interaction channel with our clients. It has characteristics that make it the most important digital disruption of our time. There are risks and difficulties in the migration of contacts among your customer care channels, but things to gain and the will of your customers make this process irreversible. How to make this migration is the key of the success.

  • The bare necessity of customer recognition
  • No performance without data
  • The positioning of the bot in an omni channel environment
  • The crucial role of customer service representatives to improve the bot

Miguel Angel
CARRASCO

Customer Care Director

Fredrik
LEMMING

Director Sales - Customer Experience

CASE STUDY / DAY 1

Telia’s C-Strategies for Customer Service/Experience – How Telia Captured the Potential of AI

The Nordics is renowned for being early adopters of new technology and driving digitalisation, setting the standards and expectation on how customers meet companies. This session will cover the strategies of Telia and the leading Nordic customer service organisations when it comes to meeting the expectations and at the same time improving customer experience and service in general but with the help of AI in particular.

  • Strategies, pain points and mitigating actions
  • Best practice and use cases for different AI initiatives for customer service
  • Lessons learned and key takeaways
  • Looking ahead, what’s next: What will be required from an operation perspective competence, roles responsibilities

CASE STUDY / DAY 2

Going Digital in Selling and Installation Process

In 2019, Altice Portugal started a project to fully digitalise the process of customer journey when subscribing to Meo service (Meo is the commercial brand for B2C TV and Telco service), starting from digital contracts to a “Uber like” interface for the customer to monitor the technician whereabouts in the installation day until he or she arrives to customer’s premises to install the service.

  • Digital contracts
  • Customer control end2end
  • Online feedback

Cesar
VISTAS

Commercial Operations Director

Marie-Lousie
MASRELIEZ

Head of Tele2 Online

CASE STUDY / DAY 2

Customer-Centric vs Product-Centric – A Case Study

During 2018 Tele2 implemented the Spotify model for scaled agile, and moved towards a customer-oriented product definition for two of the company’s main brands. For one of the brands this was a success. For the other it was not, and therefore this brand has moved back towards a product-centric approach. In this presentation, you will find out the reasons behind the success and what was not so successful.

  • The Spotify model – well integrated into the company
  • Two brands and their specifics
  • Expected results on delivering customer value
  • Unforeseen deviations
  • Short-term and long-term results
  • Key findings – what were the success factors in delivering customer value?

PRE-CONFERENCE WORKSHOPS

1 September 2020 I 15.00 – 17.00

Personalised Experience and Customer Centricity

  • How to deliver real-time, highly personalised experience?
  • Knowing the needs of an individual – learn about digital customer behaviour, preferences, emotions and expectations
  • Predict what your customers want before they even know they need it
  • Choosing the right time and the right platform for personalised messages
  • How to deliver a promise to a customer demanding first-class service in the era of hyper consumerisation

Global Shift to Digital Channels and Innovative Technology

  • The importance of well-created mobile app – user-friendly and clear
  • The rise of IoE – smart, connected devices that can improve CX
  • Remote online engagements complementing face-to-face relationships to bridge geographic barriers, provide flexibility, and allow more impactful conversations
  • You think you provide a good mobile experience. Do your customers think the same?
  • AR and VR as the next big platform: Meet the strategic differentiator

SPONSOR 2020

A SPECIAL THANK YOU TO OUR SPONSORS

STAY UPDATED FOR THE 2021 EDITION

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