14+ Experience Based Case Studies

14+ Experience Based Case Studies

10+ One to One Networking Hours

10+ One to One Networking Hours

3 Interactive Group Discussions

3 Interactive Group Discussions

The 8th Annual Customer Experience Management in Telecom Summit
gathers decision makers, professionals and leading experts
from the telecommunications industry involved in Customer Experience Management

<p style=line-height:20px;>Michael<br>HAVAS</p>

Michael
HAVAS

Telefonica

Director of Customer Service & Sales

DIGITALIZATION

Digitalization of customer service

Digitalization is one of the key factors of Telefonica success. Learn how Telefonica drives the customer service digitalization, reduces the volume and creates higher customer satisfaction.

  • Digital customer journey
  • How to transform customer service to a digital organization
  • Key success factors

Ultimate Session

FOR NETWORKING

Every morning starts with a great ice-breaking activity – Speed Networking Session. This session is designed to give all participants the opportunity to meet and introduce themselves to their fellow participants before the official conference starts.

Don’t forget your business cards!

Provided Networking Sessions include Coffee Breaks, Networking Lunches, a Cocktail Reception, plus informal gatherings outside conference hours – key tools for establishing future business connections with fellow industry peers.

What delegates had to say

About our past conferences – VIDEO

SEE WHO IS GOING THIS YEAR

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Ensure your attendance at
this world-class event!
AND BUY TICKETS NOW!

Be quick: Seats are
FILLING UP FAST!

For GROUP REGISTRATION
Contact please Tony Bradley
on +421 221 025 322 or
tony.bradley[at]allanlloyds.com

MOBILE CUSTOMER EXPERIENCE

How is Orange moving to a mobile 1st customer experience

Smartphones penetration and usage has become mainstream among the European population, becoming instrumental to deliver the experience customers expect. Orange has integrated this new digital wave in its strategic plan to re-invent the customer´s experience and to change the company culture.

  • How is the market moving
  • Why are smartphones changing the game
  • Orange strategy to adapt
<p style=line-height:20px;>Etienne<br>BOSTSARRON</p>

Etienne
BOSTSARRON

Orange

VP New Customer Relationship

Sample of

KEYNOTE SPEAKERS

<p style=line-height:20px;>Natalie<br>BREITSCHMID</p>

Natalie
BREITSCHMID

Swisscom

Head of Human Centered Design Enterprise Customers

<p style=line-height:20px;>Milosch<br>GODINA</p>

Milosch
GODINA

Tele2

Director Customer Operations

<p style=line-height:20px;>Raafat<br>MOUNLA</p>

Raafat
MOUNLA

STC

Customer Experience Advisor to the GM

<p style=line-height:20px;>Etienne<br>BOSTSARRON</p>

Etienne
BOSTSARRON

Orange

VP New Customer Relationship

<p style=line-height:20px;>Jens<br>KANNLER</p>

Jens
KANNLER

Deutsche Telekom

VP Outsourcing Management

<p style=line-height:20px;>Jesper<br>LADE</p>

Jesper
LADE

Telenor

Programme Director

Another Interesting Case Study from the Agenda

<p style=line-height:20px;>Gerd<br>BOGAERTS</p>

Gerd
BOGAERTS

Proximus

Director Customer Help Center

REBRANDING AND A NEW CORPORATE IDENTITY

Customer helps center’s top contributions grow

How the customer helps the center positions him/herself, as a top contributor, grow after the legacy incumbent operator in Belgium has been rebranded to Proximus.

  • 4 million opportunities a year to make or break the new corporate identity
  • Digital becomes the front line
  • Immediate resolution is a top driver for customer´s satisfaction and bottom line savings
  • Employee satisfaction

Who will I

MEET THERE?

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

  • Customer experience
  • Customer relations
  • Customer care
  • CRM
  • Consumer unit
  • Multi-channels/Omni-channels
  • Service management
  • Customer operations
  • Customer retention
  • Customer loyalty and satisfaction
  • Customer engagement
  • Customer lifecycle
  • Contact centre management
  • Marketing
  • Digital transformation

What differentiates this conference from the rest?

Tired of attending expos, conferences or events where there is little to no interaction or debate with speakers & delegates?

Allan Lloyds events are famed for being highly interactive. Through our special discussion panels and roundtable discussion formats you will be able to discuss in intimate detail all of the complex issues that you are facing with our speakers and delegates.

Attendees of our events are leaders in their respective companies – meaning you will be able to enjoy indepth discussion with peers!

This is where the real learning & development happens

Request 12 PAGE FULL AGENDA

Venue

19 – 21 April 2016 I VIENNA

HOTEL LE MERIDIEN VIENNA

The 8th Annual  Customer Experience Management in Telecom Summit will take place in the Hotel Le Meridien Vienna, Opernring 13, 1010 Wien, Austria.

Things to do in Vienna:

  • No visit to Vienna is complete without a visit of this magnificent palace – Schoenbrunn Palace. The gardens are a must.
  • Did you know Vienna also has a Walk of Fame? Instead of containing celebrities like in LA, this walk of fame is full of composers who had some sort of connection with Vienna.
  • Visit massive cathedral is the true centerpiece of Vienna – St. Stephen’s Cathedral

WORKSHOP

Workshop A

CEM growth opportunities
19 April 2016 (15:00 – 16:00)

  • Omni-channel vs. Multi-channel
  • Touch points – from offline to online, from desktop to smartphones and tablets
  • Delivering consistent, brand-affirming interactions across every touch point
  • Mobile customer experience as a driver to a digital transformation
  • Development of online platforms offering value-added services (online chat forums, online games and contents…)

Workshop B

Human capital as a key player in CEM
19 April 2016 (16:00 – 17:00)

  • Correlation between happy employees & happy customers
  • What is a proper employee training for delivering an excellent customer experience?
  • Strong strategy delivery via employees engagement & motivation
  • How to build a customer centric culture. A necessity to improve an organizational and employees´ behavior
  • Cross-company experience accountability

Request Agenda

 

Drop your details in the form and we will send you the whole 12-page brochure filled with all details about the  8th Annual Customer Experience Management in Telecom Summit to you.

  • See what keynote speakers will be taking part in the exclusive speaking panel
  • Explore what Case Studies will be discussed by our senior corporate speakers
  • Get the minute by minute breakdown of the conference

Leave us your details and we will take care of the rest!

Testimonials

  • Excellent conference! Very interesting speakers, most of which really coming from original viewpoints

    Tele2
  • Very varied content, informative meeting

    Movistar
  • I would highly recommend this conference

    Deutsche Telekom

GET YOUR PASS

Would you like to be a part of the
8th Annual CEM in Telecom Summit 2016? 

Excellent, but be quick:
Seats are FILLING UP FAST!

Don’t miss out!

All prices are 20% Austrian VAT included. You’ll receive a confirmation and you can edit the attendee details after the purchase. Payment methods are Credit Card and Bank Transfer.

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