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11TH ANNUAL CUSTOMER EXPERIENCE MANAGEMENT IN TELECOM SUMMIT

2 -4 APRIL 2019, VIENNA
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PAST SPEAKERS

SEE THE PREVIOUS SPEAKERS & CASE STUDIES

Erik
VERCOUTEREN

EVP Customer Experience

Andy
ROWLAND

Head of Customer Innovation

Jens
KANNLER

Vice President Partner Management Customer Service

Mia
JALAVA

Head of Customer Processes and Data Quality

Janina
MERKLE

Head of Customer Experience

Laurent
RIGAUT

VP Customer Information & Personalization

CONFERENCE TOPICS 2019

LOOK AT THE TOPICS THAT WERE DISCUSSED

  • Approaches for managing customer value management
  • What can be done to improve the customer-centric culture?
  • Engaging customers via digital channels
  • How are chatbots and AI driving customer experience?
  • How can companies change customer experience via products?
  • Ways for optimising Omni-channel experience
  • Find out how to address customer needs in the near future
  • How to make digital customer experience more human?
  • Using Voice of the Customer to improve customer experience

DESIGNED FOR

Members of board, C-level, Senior Vice Presidents, Vice Presidents, Directors, and Heads of departments from telecom industry involved in:

  • Customer Experience, User Experience, Digital Experience
  • Customer Service
  • Customer Care
  • Customer Operations
  • Customer Loyalty & Retention
  • Customer Experience Management
  • CVM, CRM, CLM
  • Customer Analytics
  • Customer Life-Cycle Management
  • Customer Centricity
  • Customer Insight/Research
  • Customer Engagement
  • Channel, Multi-channel, Omni-channel
  • Marketing
  • Innovation, Transformation

PHOTOS FROM THE SUMMIT

11th Annual /2 – 4 APRIL 2019, VIENNA

CASE STUDIES

PAST CASE STUDIES INCLUDE

CASE STUDY / DAY 1

Why Managing Customer Information is Key for Customer Experience?

Why Managing Customer Information is no longer just an option, it’s a must! Presentation will highlight on the importance of having a comprehensive data analytics strategy to enhance Customer Experience in a digital era.

Can we deliver an umatchable customer experience without knowing our customers? Data are generated alongside customer journey from offline, online touchpoints in different format… But …we still spend money to build 360 degree view, focusing on offline information… How to use customer information as an asset for differentiation? Considering all touchpoints to be consistent with customer expectations.

Laurent
RIGAUT

VP Customer Information & Personalisation

Erik
VERCOUTEREN

EVP Customer Experience

CASE STUDY / DAY 1

Customer Journey Co-Creation - Involving Customers in Everything We Do

It is increasingly important to put effort in exploring customer’s needs as part of (re)designing Customer Journeys. The Customer Experience team at KPN (Royal Dutch Telecom) plays a role in bringing customer’s expectations and needs into the development phase of new experiences, products propositions and campaigns. And by involving customers in everything they do, they are also bringing change into the company’s culture.

  • The importance of Exploration in Design Thinking
  • The use of an Experience Lag, field research and the use of panels/communities
  • How involving customers help build a customer-centric cultur

CASE STUDY / DAY 2

The Experience of Developing CX with Robotics and AI with Profitable True Cases

The presentation tells story how we develop intelligent automation and how it affects our customer experience and the productivity. The first case with fibre availability and the learnings how to start these kind of projects from CX and the new technology view points, and expect profitability as well.

  • Our journey with robotics development and the brief overview of benefits in Telia
  • The first experience of AI development and the cases in Telia
  • The story of our journey and how to get people on board and the cases they have worked on
  • Developing AI and four-step implementation model for robotics
  • What’s next with new areas

Mia
JALAVA

Head of Customer Processes and Data Quality

Janina
MERKLE

Head of Customer Experience

CASE STUDY / DAY 2

Customer Experience: To Deliver is the New Delight
  • Why Telefonica cares about customer experience
  • How we started to instil a customer centric culture at Telefonica
  • What it took to make it stick
  • Our results & learnings so far

Workshop A
2 April 2019 I 15.00 – 16.00

From Touchpoints to Journey

  • Meeting and exceeding customers’ expectations across their journey leading to a better brand perception and customer satisfaction
  • Creating compelling stories and experiences enriched by strong content
  • Following the customer journey and taking the targeted actions
  • What are the key steps to increase the brand awareness
  • Mapping the customer journey and analysing data, measuring the satisfaction

Workshop B
2 April 
2019 I 16.00 – 17.00

Digital Transformation and Technology in CEM

  • Choosing the right technology and tools in order to provide better experiences
  • What is the value delivered to the customers with the help of digital?
  • How do we support our customers during digital transformation?
  • Do all the customers want to become digitised?

SPONSORS 2019

A SPECIAL THANK YOU TO OUR SPONSORS

STAY UPDATED FOR THE 2020 EDITION

Provide us with your contact details and our team will get back to you with all the updates regarding the upcoming edition of this event.

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