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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

Benjamin
SANDFORT

Senior Project Manager / AI Trainings Unit Lead

Jonathan
HAASL

Director Customer Value Proposition

Marcos
GALLEGO SCHMID

Global Head of Customers Management

Laurent
RIGAUT

VP Customer Information & Personalization

CASE STUDY / DAY 2

Creating a Customer-Centric Culture @ Telenet Business

Moving a company from product centricity to customer centricity is something that is easily decided, but not easily done. At Telenet Business, we believe that people & culture are crucial in that process. Jonathan Haasl, a Director Customer Value Proposition, will shed some light on the successful and not so successful tactics they applied to trigger that mind shift.

Jonathan
HAASL

Director Customer Value Proposition

Marcos
GALLEGO SCHMID

Global Head of Customers Management

CASE STUDY / DAY 2

Digitalised Monetisation: VIVO Easy

In the telecom sector, it becomes more and more important to offer new value propositions & services via digital channels to the customers, trying both to monetise them and also to make them feel they are in control and have the power to decide. This also allow us  to have a segmentation of the client base into the more digital and technology friendly customers, having positive impact on CSI, user experience and other business KPIs (e.g Churn, ARPU, etc).

  • Introduction
  • Best practice: VIVO Easy as a product for digitalised monetisation and segmentation
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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