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10th Annual Customer Experience Management in Telecom Summit

10 - 12 April 2018 - Vienna
10th Annual CEM in Telecom Summit - 300x300

PAST SPEAKERS

SEE THE PREVIOUS SPEAKERS & CASE STUDIES

Konrad
SKORCZYNSKI

VP Customer Care & Customer Experience

Gerd
BOGAERTS

Director Customer Help Centers

Jesper
LADE

Project Director

Svetla
SCHEIBER

Head of Customer Experience

Gareth
HOPKINS

Client Services Director

Armin
LEDERGERBER

Lead Service Designer For AI

CONFERENCE TOPICS 2018

LOOK AT THE TOPICS THAT WERE DISCUSSED

  • What does it mean to have a cross-generational approach in customer centricity?
  • How is digitalization affecting the customer journey?
  • How can we improve the acquisition of new customers and keep their loyalty?
  • Using data analytics in contact centres efficiently in order to deliver satisfying customer experience
  • What are the hopes and fears in using AI?
  • Why is it important to focus on the customer rather than the product itself?
  • What does it mean to compete the customer experience in the Telco world?
  • What is a good approach for increasing customer experience via AI?
  • Turning the digital opportunities into a customer and companies value
  • What is the best trick to deal with the competition in the Telco world?

DESIGNED FOR

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

  • Customer Experience
  • Customer Service
  • Customer Care
  • Customer Operations
  • Customer Loyalty & Retention
  • Customer Experience Management
  • Customer Analytics
  • Customer Life-Cycle Management
  • Customer Centricity
  • Customer Insight/Research
  • Customer Engagement
  • User Experience

CASE STUDIES

PAST CASE STUDIES INCLUDE

CASE STUDY / DAY 1

Cross-Generational Approach In A Customer-Centric World Makes A Difference In The Telco Business

UPC is not only a Products leader but also a Customer Care leader on Telco market in Poland. Find out how we take care of our employees, how we create Joy & Care moments. Learn about our passion, with Cross-Generational approach and give us benefits from our customers; customers which are different like our employees. Yes – We Are Moment Makers.

  • How to engage employees from different generations?
  • How to view customer service from various perspectives?
  • How to monetize Customer Satisfaction results?
  • What does it mean for us – Care & Joy and Passion for Better?

Konrad
SKORCZYNSKI

VP Customer Care & Customer Experience

Gerd
BOGAERTS

Director Customer Help Centers

CASE STUDY / DAY 1

Data Analytics In Contact Centre Operations To Keep The Proximus Growing

Data and artificial intelligence are not taking over the contact centres… yet. However, they are available today and offer huge opportunities to automate and improve diagnostics, identify risk transactions, flag sales potential, and visualize upstream waste sources. A sneak peek inside the Proximus’ pragmatic approach to deploy data analytics in order to keep the company growing.

  • Data, artificial intelligence, and robotics in contact centres, hopes & fears
  • Review of cases trying to solve challenges such as truck rolls filtering, at risk customers, and sales detection mining
  • What about upstream waste? How to visualize it, how to identify and address the root causes, and how to activate the root creators?
  • What about our people?

CASE STUDY / DAY 2

Augmenting The Service Experience With Artificial Intelligence

Artificial Intelligence helps Telco augment the customer service experience by automating the frequent inquiries handling as well as lower the resolution time. In his presentation, Armin will show how Swisscom uses AI to automate the handling of written service requests and how agents are involved to train the neural nets.

  • Applications of AI in Customer Service
  • Insight into COSMOS, the AI application at Swisscom Customer Care
  • Approaches how to put the agent in the training loop

Armin
LEDERGERBER

Lead Service Designer For AI

Gareth
HOPKINS

Client Services Director

CASE STUDY / DAY 2

The Shift From The Product Centricity To A Customer One

I will be discussing the increased focus on customer experience accompanying products, as opposed to the products themselves. My recent online blog ‘Customer Experience is a Competition – So Get Competitive’ refers. The expectation that products will be excellent, so how do you create the wrap around that which distinguishes you?

  • The need for collaboration with customers
  • How we build relationships across difficult and complex industries
  • Gareth Hopkins
  • Client Services Director

SPONSORS 2018

A SPECIAL THANK YOU TO OUR SPONSORS

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