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SPEAKERS

SAMPLE OF KEYNOTE SPEAKERS AND THEIR CASE STUDIES

Beatrix
KAPITANY

Head of Customer Experience, Transformation and Business Steering

CASE STUDY / DAY 1

Challenges and Solutions in a Complex Telco Environment and Some of the Creative Solutions to Overcome Them When It Comes to Customer Experience

The presentation introduces some of the typical challenges in a virtual telco environment and some of the creative solutions to overcome them when it comes to customer experience.

• The nature of a virtual telco environment
• Challenges in managing customer experience
• Mammoths can go agile (too)
• Adaptive solutions and X-functional collaboration to drive CX success

CASE STUDY / DAY 1

Telia’s C-Strategies for Customer Service/Experience – How Telia Captured the Potential of AI

The Nordics is renowned for being early adopters of new technology and driving digitalisation, setting the standards and expectation on how customers meet companies. This session will cover the strategies of Telia and the leading Nordic customer service organisations when it comes to meeting the expectations and at the same time improving customer experience and service in general but with the help of AI in particular.

  • Strategies, pain points and mitigating actions
  • Best practice and use cases for different AI initiatives for customer service
  • Lessons learned and key takeaways
  • Looking ahead, what’s next: What will be required from an operation perspective competence, roles responsibilities

Fredrik
LEMMING

Director Sales - Customer Experience

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

Beatrix
KAPITANY

Head of Customer Experience, Transformation and Business Steering

Fredrik
LEMMING

Director Sales - Customer Experience

Cesar
VISTAS

Commercial Operations Director

Marie-Lousie
MASRELIEZ

Head of Tele2 Online

Artur
URBAŃSKI

VP Consulting

Fatima
DQAICHI

Director Customer Experience

CASE STUDY / DAY 2

Going Digital in Selling and Installation Process

In 2019, Altice Portugal started a project to fully digitalise the process of customer journey when subscribing to Meo service (Meo is the commercial brand for B2C TV and Telco service), starting from digital contracts to a “Uber like” interface for the customer to monitor the technician whereabouts in the installation day until he or she arrives to customer’s premises to install the service.

  • Digital contracts
  • Customer control end2end
  • Online feedback

Cesar
VISTAS

Commercial Operations Director

Marie-Lousie
MASRELIEZ

Head of Tele2 Online

CASE STUDY / DAY 2

Customer-Centric vs Product-Centric – A Case Study

During 2018 Tele2 implemented the Spotify model for scaled agile, and moved towards a customer-oriented product definition for two of the company’s main brands. For one of the brands this was a success. For the other it was not, and therefore this brand has moved back towards a product-centric approach. In this presentation, you will find out the reasons behind the success and what was not so successful.

  • The Spotify model – well integrated into the company
  • Two brands and their specifics
  • Expected results on delivering customer value
  • Unforeseen deviations
  • Short-term and long-term results
  • Key findings – what were the success factors in delivering customer value?
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12th Annual Customer Experience Management in Telecom Summit
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