www.cemcongress.

com
22-24 April 2013 Grand Connaught Rooms, London
Building & positioning
customer experience
strategies at the
forefront of changing
operating models
Customer First Culture
Employee Engagement
The Digital Era
Customer Lifecycle
CEM Analytics
Loyalty & Retention
Channel Management
Social Media
9
th
Annual
Featuring 40+ front-runners in customer experience strategies
Operators
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MVNOS
Sandra De Zoysa,
Group Chief
Customer Officer,
Dialog Axiata
Ben Vos,
VP Wholesale
Business Operations,
Sprint-Nextel
Debbie Oster,
SVP,
Telus
Milind Kangle,
CEO,
Lycamobile
John Mardini,
President,
Voyager Mobile
Vincent Boon,
Chief Community
Officer,
Giffgaff
The Innovators
Jeremy Morris,
Head of
Telecommunications,
Google
Edmund Read,
Senior Manager
Customer Contact &
Social Media, Skype
Michel Dupont,
SVP,
MTV North and
International
Partner Airline
Simon Griffiths,
Group Head of BI
Technology,
Vodafone
Alain Glickman,
Group Director of
Customer Experience,
Orange FT Group
Markus Freikamp,
Head of Advanced Global
Business Models,
Deutsche Telekom
Megan Ashman,
General Manager,
Customer Management,
MTN South Africa
Luis Angel Galindo Sanchez,
General Manager
Strategy & Innovation,
Telefonica
Ahmad Mourad,
Senior Director Customer
Operations Support &
Planning Commercial, Du
How do CEM analytics in the telecoms environment differ from
Big Data, data analytics and BI?
How can you improve operations and network efficiency to meet
customer expectations?
How can you establish a customer-centric organisation through
research & analytics?
How do you enhance CEM through Network Operation Centres
Find out more by joining the new stream on Tuesday 23rd April 2013!
Our 5
2013 Advisory Board
Enrique Blanco,
Global CTO,
Telefonica
Alain Glickman,
Group Director of
Customer Insights,
Orange FT Group
Jeremy Morris,
Head of
Telecommunications,
Google
Edmund Read,
Senior Manager
Customer Contact &
Social Media,
Skype
Darren Ball,
Head of PAYG Loyalty,
Virgin Media
Megan Ashman,
General Manager,
Customer
Management,
MTN South Africa
Dr. Leroy Blimegger,
Senior Vice President,
Huawei
Luis Angel Galindo
Sanchez,
General Manager
Strategy & Innovation,
Telefonica SA
Doug Fantuzzi,
VP Customer
Experience
Management,
JDSU
Julio Puschel,
Principal Analyst,
Informa Telecoms &
Media
Martine Tempels,
Head of Telenet for
Business,
Telenet
Debbie Oster,
Senior Vice President,
Telus
www.cemcongress.com
DEDICATED STREAM ON CEM ANALYTICS, DATA
ANALYTICS, BIG DATA AND BUSINESS INTELLIGENCE
Partner Airline-
15% discounts on BA flights!
In partnership with IIR
Telecoms, British Airways are
delighted to offer a discount
exclusively for delegates coming to the UK to attend
Telecom CEM World Congress 2013.
British Airways are offering a 15% discount voucher
to Telecom CEM World Congress delegates on
flights to the UK from the USA and Eurozone.
To take advantage of this offer:
Flights must be purchased by 31 March 2013
All travel to take place between 14 April 2013 and 23
April 2013
Flights must be booked on British Airways from the
USA or Europe in any cabin
To be eligible for the discount on flights from
Europe, the total fare must be above 150.
Discounts apply to the total fare paid including all
taxes and surcharges
You can claim the discount after you have registered
for the event, by contacting the Event Manager, Tori
Bennett at tbennett@iir-telecoms.com or call
Tel: +44 (0) 20 7017 7140 who will provide you with
a discount code to apply to your flight booking.
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WELCOME To The 9th Annual
Telecom CEM World Con gress
Joining together performance, marketing, customer care and operational departments from
mobile operators, MVNOs, OTT players, ISPs, global solution providers as well as finance and
retail industries.
Customer experience has now arguably moved to the forefront of boardroom discussion and
has been identified as critical to every business success. Evolving technologies and products,
faster services, and fewer poor customer experiences have undeniably put pressure on
companies. Modern day users are adapting to the new digital era, and not only do they have
greater expectations, but now have the ability to choose amongst the many operators
competing against each other.
The CEM Congress offers numerous networking opportunities and enables industry experts to
hear, learn and debate a range of issues surrounding Customer Experience Management from
network and operations efficiency, customer journey and lifecycle, touchpoints, cross-channel
experience, data analytics, business intelligence, KPIs, loyalty, churn and retention, social
networks, social analytics, leadership and employee engagement. The interactive debates and
knowledge driven presentations address prognosis, strategies and best practices in optimising
next generation CEM.
Featuring 40+ case studies from all corners of the globe, the programme will be led by CXO
level game-changers examining a full 360
o
view of your customers changing behaviour.
We look forward to welcoming you to London for the most rewarding CEM show yet!
Best wishes,
Vanessa Barb
Conference Producer
E: vbarbe@iir-telecoms.com
SOCIAL MEDIA TO ENHANCE CUSTOMER EXPERIENCE
1) Social networks, social analytics
2) Engaging customers via new communication channels
3) Positioning against OTT players
OPTIMISING TOUCH POINTS & CEM BEST PRACTICE
1) Pushing customer experience as a function of profitability
2) Differentiating CEM from CRM
3) Is Net Promoter Scores the mother of communicators?
THE 'WHEN I WANT IT, HOW I WANT IT' CUSTOMER
1) Connecting customer lifecyle and experience
2) Quality of service improvement
3) Maximising customer loyalty
CEM & THE NEW ERA
1) Achieving a competitive advantage
2) The Digital Era and implications on customer journey
3) Creating an internal cultural change
ENGAGING YOUR EMPLOYEES
1) Getting employees to live and breathe the word 'customer'
2) Examining best practices in Contact Centres
3) Positioning leadership in customer management
CEM & ANALYTICS
1) Improving network and operations efficiency to meet expectations
2) Introducing real-time capabilities
3) Addressing Big Data, data analytics, and business intelligence
Agenda At A Glance Building blocks for your CEM solution
www.cemcongress.com
Global Speakers at CEM World
PRE-CONFERENCE WORKSHOPS: MONDAY 22 APRIL 2013
Workshop A: 09:30-12:00
OPTIMISING YOUR TOUCHPOINT EXPERIENCE THROUGH
CUSTOMER JOURNEY ANALYSIS AND DATA MAPPING
An interactive hands-on session covering best practice in touchpoint experience, supporting
participants to review their current touchpoint experience and plan how it could be optimised
through better use of journey analysis and data to understand and improve key moments of truth
Workshop B: 13:00-15:00
THE MOVE FROM CUSTOMER TO PEOPLE EXPERIENCE
Many organisations are now seeing the move from customer to people experience as key to
achieving the ROI on customer experience. The workshop is designed as an interactive session that
will be supported by Carl and his colleague to record and distribute the key learnings. It will outline
the whys, the hows, the benefits and measuring success. It will also address the actions and
intervention resulting from employee measurement and the importance of customer analytics.
Workshop leaders
Charlotte Dunsterville, Former Director of Customer Experience, Orange Group
Charlotte recently left Orange after 11 years, where her most recent roles combined customer
experience and customer base management activities to shape and implement key customer
initiatives. She has an international background and has worked widely in Europe as well as stints in
the Emerging Markets team and Product Marketing at Orange. Charlotte started her career at
British Telecom where she held roles in the Aeronautical and Maritime division in product
management and customer services
Geoff Capstick, Director, Nivalis Consulting
Geoff is a highly experienced management consultant who specialises in customer experience strategy
and transformation. After 12 years at Capgemini and KPMG, Geoff is currently an independent
consultant. He has worked with multiple organisations, including Telco providers such as Vodafone &
Orange, to develop their customer experience & CRM strategies at global & local market levels. In
particular, he has developed customer journeys for multiple clients which provided the main platform
to frame the new customer centric ways of working.

CEM is about creating

and leveraging
experience to nurture
that relationship for
business and customer
benefit, through:
1) Building a unique, identifiable
and quantifiable brand
experience within an organisation
that can be delivered to
customers at every interaction
with product, service, marketing,
communication and so forth
2) Leveraging the experience at
every touchpoint to maintain,
optimise and improve business
product
3) Ensure the experiences we
deliver collate into a positive,
profitable relationship that can
be managed from start to
infinity
Appreciating the end-
to-end customer,
embedding a Customer
First culture that is
sustainable across all team
members, and being the most
recommended company by our
customers, in the markets we
serve
The goal of CEM is
to move customers
from satisfied to loyal
to advocates. We need
to move from consumers
(statistics) to customers
Ensuring a consistent
and relevant user
experience, in line with
your brand promise and
ensuring customer loyalty
CEM is related with
many issues, such as
network quality, quality
of enablers, services
and devices. You need to
create interfaces
adapted to each user and
ensure a seamless
experience across all platforms
What on earth
is CEM?
YOUR viewpoints

Debbie Oster,
SVP
John Mardini,
President
Megan Ashman,
General Manager,
Customer Management
Ben Vos,
VP Wholesale
Business
Operations
Alain Glickman,
Group Director of
Customer Insights
Ahmad Mourad,
Senior Director
Customer Operations
Md. Ishtiaque Khan,
Head of Prepaid
Market Development
Sandra De Zoysa,
Group Chief
Customer Officer
Annouska Webb,
General Manager,
Contact Centre and
Shared Services
Workshop Leader
Carl Lyon, Managing Director, The QoE
Over the last 10 years Carl has been working with senior executives from large organizations
exploring all aspects of customer and people experience. In the process he has acquired unique
insight and knowledge that continues to grow as it's used to assist others in the understanding of,
and driving improvement in customer experience. Carl has the primary role of developing The QoEs
approach to developing customer experience. His communication skills, particularly in listening and
questioning, are key to The QoE. Prior to initiating The QoE in 2005, Carl had been working with
large organizations to interpret their brand messaging and deliver end to end marketing solutions.
These included the full implementation of exhibitions across Europe, the US and Asia. Adding to his
earlier experience in technical sales, this period provided Carl with great insight into the problems
these organizations faced and intensified his interest in communication between the different
functions of large businesses
Workshop C: 15:30-17:30
This session is reserved for a sponsor- more details will be revealed on www.cemcongress.com
Listen to what YOUR customers have to say about their experience,
as they unveil the good and the bad, assessing service at each
stage of contact from initial purchase to final cancellations.
Your customers will have the chance to tell you first hand where
they think customer experience works and where it does not.
Meet the customers & hear their reviews!
When? The customer discussion will unfold on the 23rd April at 09:00!
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AFTERNOON
STREAMS
DAY ONE - TUESDAY, APRIL 23, 2013
KEYNOTES
08:30 Registration & Coffee
08:50 Chairmans Opening Remarks
09:00 The Everyday Customer Panel Discussion: Sharing
examples of the best & worst of customer experience
Your everyday customers will take to the stage & contribute by telling you
where they think customer experience works and where it does not
Find out more by visiting www.cemcongress.com
09:20 The increasing challenge of achieving a sustainable and
competitive advantage
How can operators define and implement a truly differentiated customer
experience in the face of companies such as Apple and Amazon?
Differentiating and defining your brand values
How can operators differentiate themselves on the network?
Focusing on the quality of your customers overall experience rather than the
quality of service of separate applications
The importance of emotion in creating a connection with your customers
Michel Dupont, SVP MBL North & International, MTV North & International
09:45 Building a Customer First Culture
Enabling team members to gain personal awareness of what our customers
experience across the company
Grassroots approach to building and embedding our Customers First
commitments
Listening to our customers and teaching our team members how to connect the
dots to drive improvement
Focusing on the team member experience and sharing stories of success
Debbie Oster, SVP, Telus, Canada
10:10 Morning Refreshments & Speed Networking Break
11:10 Audience-led panel interview: Creating an internal cultural change
and organizational transformation around customer insight and
experience-keeping
Approaching integration in different areas, technologies and systems
Ensuring that CEM activities are at the heart of all decision making processes
within the business
Using CEM systems to draw information and insights from cross-organizational sources
Debbie Oster, SVP, Telus, Canada
Ben Vos, VP Wholesale Business Operations, Sprint-Nextel, USA
Sandra De Zoysa, Group Chief Customer Officer, Dialog Axiata, Sri Lanka
11:35 Aligning department-level and corporate-wide customer
experience objectives
Transforming your CE programme into a company-wide initiative
How can we bring network, service and application together?
Reducing costs in customer service operations and improving customer
satisfaction at the same time
Sandra De Zoysa, Group Chief Customer Officer, Dialog Axiata, Sri Lanka
12:00 The Consumer Mobile Shopping Experience
The importance of understanding different age groups
The use of smartphones in accelerating social interaction & complicating the
customer relationship
The effect of online behaviours
Ben Vos, VP Wholesale Business Operations, Sprint-Nextel, USA
12:25 Working with others in the mobile chain to design new levels of
customer experience
Assessing the evolution of the mobile ecosystem to meet changing consumer needs
The need for operators and other OTT players to innovate together
Identifying network capabilities and creating segmented experience levels to suit
The best experience cannot be for all: the important of educating the customer
of the service options
Identifying organisational processes which prevent an integrated customer experience
Markus Freikamp, Head of Advanced Global Business Models, Deutsche
Telekom, Germany
12:50 Networking Lunch Break
CEM: THE NEW ERA
Chairman: Julio Puschel, Principal Analyst, Head of Telco Strategy, Informa
14:00 The new innovators: Giffgaffs success story
What is Giffgaff?
Highlighting the founding principles: How does Giffgaff work?
Results & examples of what our community has done for us
How it fits together with customer experience
Vincent Boon, Chief Community Officer, Giffgaff, UK
14:25 Achieving consistency of experience across all touch points
Implementing a coherent channel strategy
Optimising touch points across the customer lifecycle to maximise customer
retention
Customising each channel to the customers specific needs
Leveraging & managing your subscribers experience at each touch point to
reduce churn
Pushing for a real-time next best action
Megan Ashman, General Manager, Customer Management, MTN South Africa
14:50 Pushing customer experience as a function of profitability
Leveraging a word-of-mouth marketing platform
Developing an effective customer experience framework
Identifying customer experience initiatives and the impact on financial
performance
Identifying and ensuring perfect performance on all moments of truth
Craig Lee, Manager of Customer Experience & CRM Programme, Emirates, UAE
15:15 Afternoon Refreshments & Networking Break
15:45 How to create change, NPS as an operational tool
Not about the scale, its about what you do with the results
Focusing on a single number developed for top management- to create change
it must be relevant for customer facing units
Positioning ourselves from mediocre in 2006 to one of the best banks in Europe
in 2012
Soren Lundgren, Head of Customer Management, SEB, Sweden
16:10 Customer experience at retail touch points
Creating in-store interactivity
Presenting intuitive infotainment concepts
Solutions for personalized consulting
Connecting sales channels and enabling omni-channel retail
Senior Representative, NTS
16:35 Micro segment campaigning to create a substantial revenue uplift
Boost revenues: Cross- and upselling,increasing product penetration, lowerchurn
and stimulating usage
Competitive advantage: Through constant campaign and segmentinnovation
and under-the-competitorradar BTL campaigning
Stop leakage: Only run the most value creating campaigns, and identify and stop
loss-campaigns
Increase conversion rates: in specific segments through tailoring and optimal targeting
Berna Uzuner, Customer Value Manager, Turkcell, Turkey
CEM BEST PRACTICE
Chairman: Kris Szaniawski, Principal Analyst, Networks, Informa
14:00 CEM Real Implementation and Post Project Phase
Case study of CEM tool implementation project
Technical and business requirements for successfull implementation project
What an telco operator knows about suctomer behavior and experience in using
the services
Post project phase
Dean Kosty, Head of Networking Management, VIPnet, Croatia
14:25 The role of analytics in reshaping customer experience
The importance of understanding your customers behaviors
Using analytics to drive CEM
Examining results & ongoing challenges
Adil Ayub, Marketing Pricing, Planning & Performance Expert, Omantel, Oman
14:50 CEX based success model within customer care from quality to
sales results
The success pyramid
Quality driven sales leverage
Conditions of change
Excursion: How to measure success of CEX
Josef Schleghuber, Head of Customer Care, Telefonica Germany
Max Lling, Senior Project Manager, Iskander Business Partner
15:15 Afternoon Refreshments & Networking Break
15:45 Establishing a customer-centric organization through research &
analytics
Using research & analytics for customer excellence insight
Maintaining your CEM strategy
Using analytics tools to analyse network performance, customer behaviour,
preferences and sentiments
Enabling an understanding of the customer experience and customer behaviour
at the individual customer and device level
Raymond Lohr, VP Customer Experience, Liberty Global, Netherlands
16:10 Panel discussion: How do CEM analytics in the telecoms
environment differ from Big Data, data analytics and BI?
How can operators integrate metrics into a single data base?
Investing in more data integration, data management, business intelligence,
visualisation and analytics
Understanding customer trends to generate new sources of revenue
Using customer analytics to improve customer interactions
Bridging the gap between IT and network data
Is CEM evolving into a source of BI functions?
Raymond Lohr, VP Customer Experience, Liberty Global, Netherlands
Simon Griffiths, Group Head of BI Technology, Vodafone, UK
Alain Glickman, Group Director of Customer Insights, Orange FT, France
16:50 Q&A wrap up discussion
'The audience will have the opportunity to question the panelists and
share their own views on the issues addressed throughout the stream'
CEM & ANALYTICS: WHERE IS THE GAME IS PLAYED?
17:00 End of Conference Day One & Networking Drinks Reception
NEVER BEEN
DONE BEFORE
Systems dont please people, people please people Jan Gottstein
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By listening to customers feedback and allowing it to drive business decisions, we are able to
enhance the customer experience while increasing productivity and profitability Paul Allen, Vodafone Ireland
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www.cemcongress.com
DAY TWO - WEDNESDAY, APRIL 24, 2013
08:00 The Breakfast Club: A 360 view of CEM
Informa Telecoms & Media Analysts Dario Puschel and
Kris Szaniawski will deliver a 360 view of CEM from
the operators perspective. Case studies will be
shared, survey results will be disclosed, and highlights
from Day Ones presentations will be addressed
08:30 Registration & Coffee
08:50 Chairmans Opening Remarks
Chairman: Carl Lyon, Managing Director, The QoE
Emotions colour the experience and more importantly, how
the experience will be remembered Donald A.Norman
09:00 Digital Service: Keeping up with the customer
Increasing customer demand for web self-service compounded by escalating
call volumes
The requirement of brands to provide an improved customer experience across
digital
Options and case studies to deliver great digital service
Jeremy Morris, Industry Head of Telecommunications, Google
09:25 Panel Discussion: The Digital Era & the growth of data and
devices
Introducing the new Digital & its implication on the customer journey and
changing operating model
How has new technology impacted on telecom revenue in recent years and how
does this relate to CEM?
Who are the new entrants and what are their business models?
How does customer experience fit in with the innovation & digitalization
equation?
Raja Haider, CCO, Fanoos Telecom, Iraq
Milind Kangle, CEO, Lycamobile, UK
Jeremy Morris, Industry Head of Telecommunications, Google
Luis Angel Galindo Sanchez, General Manager Strategy & Innovation,
Telefonica Spain
People will forget what you say, people will forget what you
did, but people will never forget how you made them feel
Maya Angelou
10:10 Loyalty & retention: What is the linkage?
Finding the right loyalty programme for the right person
Assessing the confusion between loyalty and retention
Linking NPS with other metrics in the business
Providing more emphasis on loyalty & retention rather than acquisition
Darren Ball, Head of PAYG Loyalty, Virgin Media, UK
10:35 Morning Refreshments & Speed Networking Break
11:35 Examining the launch of Voyager Mobile on US markets & the
success of its loyalty programmes
What is Voyager Mobile & what does it offer its customers?
Introducing the initiatives: Voyager Rewards, Voyager@Home, & Bring-your-
friends
Examining results & success rates
Future strategies in growing & retaining Voyagers customer base
John Mardini, President, Voyager Mobile, USA
12:00 Are dissatisfied customers really churning?
Understanding the link between the Customer Experience and Churn
Can we use customer feedback in a tactical way to reduce churn?
Which metrics can be really actionable to improve loyalty and revenues
The challenges to measure success of Loyalty programmes
Alain Glickman, Group Director of Customer Insights, Orange FT, France
12:25 Deciphering & resolving next generation obstacles in maximising
customer loyalty
Retaining your customer in a multichannel world
Highlighting low priority of retention strategy within organisations
How can you deliver on new world desires and expectations?
The importance of touch points in maintaining customer loyalty
Aligning loyalty campaigns to the current market proposition
Milind Kangle, CEO, Lycamobile, UK
12:50 Networking Lunch Break
13:50 Customers are entitled to a clear invoice.
Your invoice as the opportunity for a monthly dialogue with your customer
Why today's customers deserve a different approach
How start-up thinking helps in improving your customer's experiences
Benjo van den Boogaard, Director of Marketing, Calvi
Bad profits are earned at the expense of customers,
good profits are earned with customers enthusiastic
cooperation Frederick Reichheld
14:15 Contact Centres: Best practices in simplifying the life of
employees and enhancing the customer experience
Should you outsource contact centres?
Addressing contact resolution rates to increase customer satisfaction and
reduce churn
Reducing costs while improving the customer experience in contact centres
Evolving operational area focusing on call centres and self-service to become
more strategic
How can you increase customer loyalty in contact centre operations?
Annouska Webb, General Manager- Contact Centre & Shared Services,
Telstra, Australia
14:40 Positioning leadership in Customer Management area
The important of mentoring, coaching and leading your employees
Developing a culture where employees, customers and partners join together
Empowering your employees at all levels to ensure an enhanced customer
experience
The importance of having top management support in delivering an effective
CEM strategy
Luis Angel Galindo Sanchez, General Manager Strategy & Innovation,
Telefonica Spain
The beauty of social media is that it will point out your
companys flaws; the key questions is how quickly you
address these flaws Erik Qualmann, Socialnomics
15:05 Engaging with customers via new communication channels
The complexity of variations across interaction platforms
How can you engage customers through social media and online channels?
Using employees to engage in new communication channels
Making online customer communities a central part of the customer relationship
strategy
Edmund Read, Senior Manager Customer Contact and Social Media, Skype
15:30 Afternoon Refreshments & Networking Break
16:00 Smartphones & the acceleration of social interaction
Optimising smartphone subsidies to maximise CLTV
The social shift in communication from the seller to the buyer
Is social interaction a factor behind the increase in customer expectation?
Tracking, following, managing and addressing the complexity of individual
applications
Wayne Schutte, Director Customer Experience, Everything Everywhere, UK
65% of customers are likely to speak negatively if
delivered poor customer service experience
Harvard Business Review 2010
16:25 Establishing a connection between customer lifecycle and
experience
When does the lifecycle begin? When does the customer need arise?
Making the offer at the right time in the customer lifecycle
Evolving customer lifecycle marketing to drive revenue performance
Evaluating the customers buying process
Building an effective multi-channel strategy by understanding the link between
customer lifecycle & experience
Md. Ishtiaque Khan, Head of Prepaid Market Development Marketing,
Orascom Telecom Bangladesh Ltd.
16:50 Customer experience: Supporting growth, transforming and
redefining the relationship with customers
Understanding the customer experience and managing the resultant
expectations
Channel consistency and customers experience across the various channels
Voice of the customer, listening to customers and prioritise to develop and
enhance CEM
Measuring what matter the most, linking customer experience data to company
growth, performance, and bottom line
Ahmad Mourad, Senior Director Customer Operations Support & Planning
Commercial, Du, UAE
17:15 Resolution and tone of voice and show the correlation with
customer satisfaction
What does it mean to provide the best customer experience in customer
support?
What are customer expectations and customer priorities?
A COMPLAINT IS A GIFT concept supporting RESOLUTION
EMPATHY concept supporting RELATIONS
Nina Gyubbenet, Customer Operations Director, Tele2Russia
17:35 End of Conference
THE DIGITAL ERA
FROM CUSTOMER ACQUISITION TO CUSTOMER
RETENTION & LOYALTY
ENGAGING YOUR EMPLOYEES
SOCIAL MEDIA TO ENHANCE CE
THE NEW WHEN I WANT IT, HOW I WANT IT CUSTOMER
DISCLOSING
POLL RESULTS
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CONFERENCE
IIR Marketing Series Group
Interesting overview of different
CEM approach
Very helpful and inspiring
An interesting event with good
presentations from relevant people
in the field
Excellent programme with real-life cases
presented and experiences shared
A world tour of CEM in only 2 days
Very interesting event,
insightful presentations
Mobile Operators
Joining together...
YOUR FEEDBACK
Associate Sponsor:
Calvi is the European leading
provider of Telecom Expense
Management software
technology.
Since 2001 Calvi has been
delivering and supporting its
flexible solutions which can be easily
adapted as business needs change.
Calvi has a portfolio of telecom
expense management solutions that
will support telecom providers and their
enterprise customers in improving their
relationship. At Calvi, we are dedicated to
bridging the gap between the billing
systems of telecom providers and the
financial and administrative requirements of
their enterprise clients. With our products,
services and advice we increase transparency,
boost efficiency and avoid unnecessary
expenditure.
For more information, please visit our website:
www.calvi-insight.com.
with CXO level
representatives from
mobile operators
across the globe
with the world's most
influential telecom
leaders, as well as OTT
players, disruptive
players, new generation
innovators, and global
solution providers
how to gain a
competitive advantage,
how to meet customer
expectations in todays
digital era, and how to
minimise churn rates
In
t
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ra
c
t
Mingle
Envision
2013
SPONSORS
Exhibitor:
NTS New Technology Systems
The Retail Software & Consulting Group NTS is specialized in
developing and implementing retail management and touch point
solutions for telcos. Renowned telco operators like Vodafone,
Telefonica, Orange, Swisscom and T-Mobile use the NTSwincash
Retail Suite to manage their distribution channels, sales activities and
goods allocation. Its full integration into typical telco system landscapes and new
infotainment concepts for POS make NTSwincash a premium solution for active
retailers. The NTSwincash product portfolio encompasses:
POS solutions
Central retail management
Multichannel support
After sales service
Retail logistics
Mobile sales & service solutions
Standard interfaces to ERP, CRM, Billing, etc.
For more information, please visit our website: www.ntswincash.com
Founded in April 2011 and led by experts in the field, the
Customer Experience Professionals Association (CXPA) is a
global non-profit organization dedicated to the
advancement of customer experience management best
practices. It provides customer experience management
professionals with educational and networking
opportunities to help them succeed, and it facilitates
industry-wide advancement of the customer experience
management discipline. CXPA members are companies and
individuals who develop, manage, optimize, and envision
how organizations interact with their customers. The CXPA
community includes practitioners within companies,
vendors who support customer experience efforts, and
other stakeholders in the industry. For more information,
visit www.cxpa.org.
ENTRANCE
#cemcongress
Other Industries
OTT players MVNOs
Our acclaimed meet and greet boutique-style meeting service, offered to exhibitors and VIP delegates, has forged
business relations for the last 9 years. The online networking tool additionally sets the scene for meeting and interacting
with your peers from the moment you register until three months after the event! On site during the event, we help you
arrange those last minute meetings we are happy to facilitate introductions with your potential partners and business
leads prior to your arrival at the event.
Our strong linkedin IIR Marketing Series Group & 'Telecom CEM (Customer Experience Management) Group' and
active Twitter communities are also firing up discussions on CEM while expanding with new experts every day of the year!
Online Networking & Meeting System
All preregistered delegates at Telecom CEM World Congress
2013 will be given the unique opportunity to access the whole
attendee list online 2 weeks prior to the event, during the event
and for up to 3 months after the event. The online networking
tool will enable you to initiate introductions, network and set
up with meetings with participants.
Delegate Networking
Zone:
All Refreshments will be held within the
exhibition area to maximise your
exposure to the high level audience of
CXOs, SVPs, Heads & Directors in
attendance

SINCE 1950
COFFEE
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ANALYST BREAKFAST CLINIC:
Wednesday 24 April 2012
08:15-08:50
Join our Analysts at the first ever CEM breakfast clinic!
The roundtable sessions offer you the chance to probe, question and discuss
developments from Day Ones presentations & will highlight the latest figures and
forecasts on next generation customer experience.
Identify market development & changing customer behaviours
Examine the impact of the Digital Era on customer expectations
Establishing a 360 view of CEM from the operators' perspective
Debate how operators can measure and manage the end-user
experience
Find out more by visiting www.cemcongress.com and register
your place by calling +44(0)20 7017 7483
Create, maintain and
enhance brand awareness
Elevate your profile in the
eyes of telecom operators
Generate new leads
Foster relationships with
current clients
Intellectually influence
your industry peers
Meet & Greet
Geographical Split
I Operator ..............................................................56%
I Vendor .................................................................39%
I Analyst ....................................................................3%
I Consultant .............................................................2%
Industry Breakdown
I North Europe ..............................................................42%
I Eastern Europe ..........................................................20%
I Asia ....................................................................................14%
I Middle East ....................................................................12%
I Southern Europe............................................................5%
I Western Europe..............................................................3%
Source: 2012 Telecom CEM World Congress

Our Audience
WHY SPONSOR
AND EXHIBIT?
The Social Event
DISCLOSING YOUR POLL
RESULTS!
Surveys collected online and
during the first conference
day will be disclosed during
the morning breakfast clinic
FOR FURTHER DETAILS
PLEASE CONTACT:
James Bull,
Business Development Manager,
IIR Telecoms & Technology
+44(0)20 7017 5609
jbull@iir-telecoms.com
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Association Partner: Media Partners:
www.cemcongress.com
Communications service providers are beginning to recognize that the lack of an
integrated view of their customer data is a major drawback and that they need to
invest in data management, business intelligence and analytics.
Measuring and managing the end-user experience has become of key importance
to operators as they struggle to correlate real-time data and KPIs with actual
customer experience.
As a consequence, CSPs are becoming more receptive to a host of CEM-labeled
products that are coming onto the market.
A broad array of vendors are seeking to position themselves in the CEM field,
including major IT companies such as IBM and HP, NEPs including NSN, Ericsson
and Alcatel-Lucent, and major OSS/BSS players and niche vendors.
To win over CSPs, vendors need to build simple, easy-to-use dashboards and
empower CSP employees with relevant and real-time insights into consumer
behaviour that can be translated into action.
It is doubtful that a single suite of products from a single vendor will be sufficient
to address the problem, and for the foreseeable future, multiple customer-
intelligence and data-analytics tools are likely to remain the norm
Customer experience cannot be adequately addressed without the right tools and, in
particular, communications service providers are beginning to recognize that the lack
of an integrated view of their client data is a major stumbling block. Not only are CSPs
failing to make adequate use of their own extensive data sources to support business
decisions, they are also lagging behind other sectors and Internet company
competitors such as Amazon and Google in their use of customer-centric information.
In order to address the issue and make better use of their existing in-house data
sources and legacy systems, CSPs need to invest more in data integration and
management as well as business intelligence (BI) and analytics. They are therefore
becoming more receptive to a host of CEM (customer-experience management)-
labeled products coming onto the market that bring together data management and
virtualisation as well as analytics.
Vendors, meanwhile, see an opportunity to sell CEM-related products and services.
Infrastructure as a business is being squeezed, and so vendors are looking for new
opportunities, including software as a service (SaaS) and infrastructure as a service
(IaaS), and new ways to generate income from service quality, analytics and customer
experience.
This is partly why so many vendors are keen to slap a CEM label on their products,
regardless of whether they are service-fulfillment and assurance products, policy
controllers, analytics suites or network-performance-management tools. Everyone
wants a piece of the CEM cake.
Fig. 1: Operator customers: a holistic, cross-organizational view
Fig. 2: CEM/data-management opportunities
DATA PROTECTION: The personal information provided by you will be held on a database and may
be shared with other companies in the Informa Group in the UK and internationally. If you do not wish
your details to be available to other companies in the Informa Group please contact the Database
Manager on +44 (0)20 7017 7077, fax +44 (0)20 7017 7828 or email integrity@iirltd.co.uk.
Ocasionally your details may be obtained from or made available to external companies who wish to
communicate with you offers related to your business activities. If you do not wish to receive these
offers please communicate this in writing
CANCELLATIONS: What happens If I Have to Cancel? confirm your CANCELLATION in writing before
the 1/4/2013 and receive a refund of less than 10% + VAT service charge. Should you cancel between
this date and the 8/4/2013 then you will receive a refund less a 50%+ VAT service charge. Regrettably,
no refunds can be made for cancellations received less than one week prior to the conference.
22-24 April 2013
Grand Connaught Rooms
61-65 Great Queen Street
Holborn, WC2B 5DA, London,
United Kingdom
Registrations are subject to terms and conditions please visit http://cemcongress.com/register/ for full details.
Booking hotline: +44 (0) 20 7017 7483
Book through website: www.cemcongress.com
OPERATOR RATE Price Available Before Price Available After Price Available After
18/02/13 19/02/13-04/03/12 05/03/13
Complete Event GBP 799+ VAT GBP 899+ VAT GBP 950+ VAT
Two Day Congress GBP 599+ VAT GBP 699+ VAT GBP 750+ VAT
Unable to attend?
No need to miss out you can
purchase the online docs for
499 +VAT. Please call +44
(0)20 7017 7483.
Register Here
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Data centralisation and unified views
Data sharing
Data synchronisation
Separating data from business logic
Teal-time analytics
Network KPIs mapped onto customer
experience
Customer- centric reports and dashboards
Proactive customer care
Loyalty and churn analytices
Customer self-care
Supporting differentiation and monetisation
Targeted marketing and personalised services
Managed services and Saas
Consulting and libraries of actions/use cases/
experience packages
Data and profile brokering
Simplifying customer
interaction and
improving operational
efficiency
Improving customer
experience
Supporting
differentiation and
new business models
Why operators need CEM, customer intelligence and analytics
Kris Szaniawski
Principal Analyst, Networks
Informa Telecoms & Media
INTERESTED IN
SPONSORING/EXHIBITING?
Contact: James Bull
Business Development Manager,
IIR Telecoms & Technology
+44(0)20 7017 5609
jbull@iir-telecoms.com
INTERESTED IN SPEAKING?
Contact: Vanessa Barb,
Conference Producer,
IIR Telecoms & Technology
+44 (0) 20 7017 5076
vbarbe@iir-telecoms.com
Excellent event with the possibility to hear industry
experience and trends in concentrated form
Latvijas Mobilais Telefons SIA
NON-OPERATOR RATE Price Available Before Price Available After Price Available After
18/02/13 19/02/13-04/03/12 05/03/13
Complete Event GBP 1799+ VAT GBP 1899+ VAT GBP 1999+ VAT
Two Day Congress GBP 1299+ VAT GBP 1399+ VAT GBP 1499+ VAT
Email us your booking: registrations@iir-telecoms.com
To help you get the perfect accommodation and the best special offers we
have put together a unique HotelMap that shows the nearby accommodation
options and best possible rates and special offers. See our website
http://cemcongress.com/accommodation