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SPEAKERS

SAMPLE OF KEYNOTE SPEAKERS AND THEIR CASE STUDIES

Laurent
RIGAUT

VP Customer Information & Personalisation

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.

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 culture

Erik
VERCOUTEREN

EVP Customer Experience

This year Summit will host speakers from the world’s leading companies.
See sample of key note speakers.

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

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
FOR MORE INFORMATION REQUEST FULL PROGRAMME

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

11th Annual Customer Experience Management in Telecom Summit
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