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9 th Annual

Building & positioning customer experience strategies at the forefront of changing operating models

strategies at the forefront of changing operating models 22-24 April 2013 Grand Connaught Rooms, London Featuring

22-24 April 2013 Grand Connaught Rooms, London

Featuring 40+ front-runners in customer experience strategies

Operators Sandra De Zoysa, Group Chief Customer Officer, Dialog Axiata Ben Vos, Debbie Oster, VP
Operators
Sandra De Zoysa,
Group Chief
Customer Officer,
Dialog Axiata
Ben Vos,
Debbie Oster,
VP Wholesale
SVP,
Business Operations,
Telus
Sprint-Nextel
Simon Griffiths, Group Head of BI Technology, Vodafone Alain Glickman, Group Director of Customer Experience,
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
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
MVNOS
Milind Kangle,
John Mardini,
Vincent Boon,
CEO,
President,
Chief Community
Lycamobile
Voyager Mobile
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

International speakers

www.cemcongress.com

International International speakers www.cemcongress.com Partner Airline Customer Lifecycle Customer First Culture

Partner Airline

International speakers www.cemcongress.com Partner Airline Customer Lifecycle Customer First Culture Channel
Customer Lifecycle Customer First Culture
Customer Lifecycle
Customer First Culture

Channel Management

The Digital Era CEM Analytics
The Digital Era
CEM Analytics

Loyalty & Retention

Social Media Employee Engagement
Social Media
Employee Engagement
First Culture Channel Management The Digital Era CEM Analytics Loyalty & Retention Social Media Employee Engagement

WELCOME To The 9th Annual Telecom CEM World Congress

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.

solution providers as well as finance and retail industries. Our 5 2013 Advisory Board Enrique Blanco,
Our 5 2013 Advisory Board
Our
5
2013 Advisory Board
finance and retail industries. Our 5 2013 Advisory Board Enrique Blanco, Customer experience has now arguably
Enrique Blanco, Customer experience has now arguably moved to the forefront of boardroom discussion and
Enrique Blanco,
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.
Global CTO,
Telefonica
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.
Alain Glickman,
Group Director of
Customer Insights,
Orange FT Group
Jeremy Morris,
Head of
Telecommunications,
Google
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,
Edmund Read,
Senior Manager
Customer Contact &
Social Media,
Skype
Vanessa Barbé
Conference Producer
E: vbarbe@iir-telecoms.com
Darren Ball,
Head of PAYG Loyalty,
Virgin Media
Agenda At A Glance
Building blocks for your CEM solution
SOCIAL MEDIA TO ENHANCE CUSTOMER EXPERIENCE
1) Social networks, social analytics
2) Engaging customers via new communication channels
3) Positioning against OTT players
Megan Ashman,
General Manager,
Customer
Management,
MTN South Africa
Dr. Leroy Blimegger,
Senior Vice President,
Huawei
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?
Luis Angel Galindo
Sanchez,
General Manager
Strategy & Innovation,
Telefonica SA
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
Doug Fantuzzi,
VP Customer
Experience
Management,
JDSU
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
Julio Puschel,
Principal Analyst,
Informa Telecoms &
Media
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
Martine Tempels,
Head of Telenet for
Business,
Telenet
Debbie Oster,
Senior Vice President,
Telus
CEM & THE NEW ERA
1) Achieving a competitive advantage
2) The Digital Era and implications on customer journey
3) Creating an internal cultural change
Partner Airline-
15% discounts on BA flights!
N
A
D
DEDICATED STREAM ON CEM ANALYTICS, DATA
ANALYTICS, BIG DATA AND BUSINESS INTELLIGENCE
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.
N
2
013
British Airways are offering a 15% discount voucher
to Telecom CEM World Congress delegates on
flights to the UK from the USA and Eurozone.
✔ How do CEM analytics in the telecoms environment differ from
Big Data, data analytics and BI?
E
R
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
✔ How can you improve operations and network efficiency to meet
customer expectations?
Flights must be booked on British Airways from the
USA or Europe in any cabin
W
To be eligible for the discount on flights from
Europe, the total fare must be above ¤150.
✔ How can you establish a customer-centric organisation through
research & analytics?
B
Discounts apply to the total fare paid including all
taxes and surcharges
✔ How do you enhance CEM through Network Operation Centres
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.
Find out more by joining the new stream on Tuesday 23rd April 2013!

www.cemcongress.com

INTRODUCTION

Global Speakers at CEM World Charlotte recently left Orange after 11 years, where her most
Global Speakers at CEM World
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
3)
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.
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
Leveraging the experience at
every touchpoint to maintain,
optimise and improve business
product
Ensure the experiences we
deliver collate into a positive,
profitable relationship that can
be managed from start to
infinity

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 learning’s. It will outline the why’s, the how’s, the benefits and measuring success. It will also address the actions and intervention resulting from employee measurement and the importance of customer analytics.

Appreciating the end- to-end customer, embedding a Customer First culture that is sustainable across all
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
Debbie Oster, Ben Vos, Ahmad Mourad, SVP VP Wholesale Business Alain Glickman, Group Director of
Debbie Oster,
Ben Vos,
Ahmad Mourad,
SVP
VP Wholesale
Business
Alain Glickman,
Group Director of
Customer Insights
Senior Director
Customer Operations
Md. Ishtiaque Khan,
Head of Prepaid
Market Development
Sandra De Zoysa,
Group Chief
Customer Officer
Operations
John Mardini,
President
Annouska Webb,
General Manager,
Contact Centre and
Shared Services
Megan Ashman,
General Manager,
Customer Management
“ CEM “ is about creating
and leveraging
experience to nurture
that relationship for
business and customer
benefit, through:
What on earth
is CEM?
YOUR viewpoints
PRE-CONFERENCE WORKSHOPS: MONDAY 22 APRIL 2013
Workshop A: 09:30-12:00
OPTIMISING YOUR TOUCHPOINT EXPERIENCE THROUGH
CUSTOMER JOURNEY ANALYSIS AND DATA MAPPING
1)
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 leaders
Charlotte Dunsterville, Former Director of Customer Experience, Orange Group
2)
Workshop Leader Carl Lyon, Managing Director, The QoE Over the last 10 years Carl has
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 QoE’s
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
“ 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
Never
done
Meet the customers & hear their reviews!
“ CEM is related with
before
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.
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
When? The customer discussion will unfold on the 23rd April at 09:00!
customer discussion will unfold on the 23rd April at 09:00! Workshop C: 15:30-17:30 This session is
customer discussion will unfold on the 23rd April at 09:00! Workshop C: 15:30-17:30 This session is

Workshop C: 15:30-17:30

This session is reserved for a sponsor- more details will be revealed on www.cemcongress.com

www.cemcongress.com

DAY ONE - TUESDAY, APRIL 23, 2013

“Systems don’t please people, people please people” Jan Gottstein

KEYNOTES 11:10 08:30 Registration & Coffee Audience-led panel interview: Creating an internal cultural change and
KEYNOTES
11:10
08:30
Registration & Coffee
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
08:50 Chairman’s Opening Remarks
• 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
NEVER
BEEN
DONE BEFORE
CEM: THE NEW ERA
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
09:00 The Everyday Customer Panel Discussion: Sharing
examples of the best & worst of customer experience
11:35
Aligning department-level and corporate-wide customer
experience objectives
Your everyday customers will take to the stage & contribute by telling you
where they think customer experience works and where it does not
• Transforming your CE programme into a company-wide initiative
• How can we bring network, service and application together?
Find out more by visiting www.cemcongress.com
• Reducing costs in customer service operations and improving customer
satisfaction at the same time
09:20 The increasing challenge of achieving a sustainable and
competitive advantage
Sandra De Zoysa, Group Chief Customer Officer, Dialog Axiata, Sri Lanka
The Consumer Mobile Shopping Experience
• How can operators define and implement a truly differentiated customer
experience in the face of companies such as Apple and Amazon?
12:00
• The importance of understanding different age groups
• Differentiating and defining your brand values
• How can operators differentiate themselves on the network?
• The use of smartphones in accelerating social interaction & complicating the
customer relationship
• Focusing on the quality of your customers’ overall experience rather than the
quality of service of separate applications
• The effect of online behaviours
Ben Vos, VP Wholesale Business Operations, Sprint-Nextel, USA
• The importance of emotion in creating a connection with your customers
12:25
Michel Dupont, SVP MBL North & International, MTV North & International
Working with others in the mobile chain to design new levels of
customer experience
09:45 Building a Customer First Culture
• Assessing the evolution of the mobile ecosystem to meet changing consumer needs
• Enabling team members to gain personal awareness of what our customers
experience across the company
• The need for operators and other OTT players to innovate together
• Identifying network capabilities and creating segmented experience levels to suit
• Grassroots approach to building and embedding our Customers First
commitments
• The best experience cannot be for all: the important of educating the customer
of the service options
• Listening to our customers and teaching our team members how to connect the
dots to drive improvement
• Identifying organisational processes which prevent an integrated customer experience
• Focusing on the team member experience and sharing stories of success
Markus Freikamp, Head of Advanced Global Business Models, Deutsche
Telekom, Germany
Debbie Oster, SVP, Telus, Canada
12:50
Networking Lunch Break
10:10
Morning Refreshments & Speed Networking Break
OPERATOR
BROADCASTER
PANEL
OPERATOR
OPERATOR
DISCUSSION
OPERATOR BROADCASTER PANEL OPERATOR OPERATOR DISCUSSION “By listening to customers’ feedback and allowing it to
OPERATOR BROADCASTER PANEL OPERATOR OPERATOR DISCUSSION “By listening to customers’ feedback and allowing it to

“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

AFTERNOON

STREAMS

Chairman: Julio Puschel, Principal Analyst, Head of Telco Strategy, Informa

Chairman: Kris Szaniawski, Principal Analyst, Networks, Informa

CEM BEST PRACTICE CEM & ANALYTICS: WHERE IS THE GAME IS PLAYED? 14:00 The new
CEM BEST PRACTICE
CEM & ANALYTICS: WHERE IS THE GAME IS PLAYED?
14:00
The new innovators: Giffgaff’s success story
14:00
CEM – Real Implementation and Post Project Phase
• What is Giffgaff?
• Case study of CEM tool implementation project
• Highlighting the founding principles: How does Giffgaff work?
• Technical and business requirements for successfull implementation project
• Results & examples of what our community has done for us
• How it fits together with customer experience
• What an telco operator knows about suctomer behavior and experience in using
the services
Vincent Boon, Chief Community Officer, Giffgaff, UK
• Post project phase
Dean Kosty, Head of Networking Management, VIPnet, Croatia
14:25
Achieving consistency of experience across all touch points
14:25
The role of analytics in reshaping customer experience
• Implementing a coherent channel strategy
• The importance of understanding your customers behaviors
• Optimising touch points across the customer lifecycle to maximise customer
retention
• Using analytics to drive CEM
• Examining results & ongoing challenges
• Customising each channel to the customer’s specific needs
Adil Ayub, Marketing Pricing, Planning & Performance Expert, Omantel, Oman
• Leveraging & managing your subscribers’ experience at each touch point to
reduce churn
14:50
• Pushing for a real-time next best action
Megan Ashman, General Manager, Customer Management, MTN South Africa
CEX based success model within customer care – from quality to
sales results
• The success pyramid
• Quality driven sales leverage
14:50
Pushing customer experience as a function of profitability
• Conditions of change
• Leveraging a word-of-mouth marketing platform
• Excursion: How to measure success of CEX
• Developing an effective customer experience framework
• Identifying customer experience initiatives and the impact on financial
performance
Josef Schleghuber, Head of Customer Care, Telefonica Germany
Max Lüling, Senior Project Manager, Iskander Business Partner
• 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
15:15
Afternoon Refreshments & Networking Break
15:45
Establishing a customer-centric organization through research &
analytics
15:45
How to create change, NPS as an operational tool
• Using research & analytics for customer excellence insight
• Not about the scale, it’s about what you do with the results
• Maintaining your CEM strategy
• Focusing on a single number developed for top management- to create change
it must be relevant for customer facing units
• Using analytics tools to analyse network performance, customer behaviour,
preferences and sentiments
• Positioning ourselves from mediocre in 2006 to one of the best banks in Europe
in 2012
• Enabling an understanding of the customer experience and customer behaviour
at the individual customer and device level
Soren Lundgren, Head of Customer Management, SEB, Sweden
Raymond Lohr, VP Customer Experience, Liberty Global, Netherlands
16:10
16:10
Customer experience at retail touch points
Panel discussion: How do CEM analytics in the telecoms
environment differ from Big Data, data analytics and BI?
• Creating in-store interactivity
• How can operators integrate metrics into a single data base?
• Presenting intuitive infotainment concepts
• Solutions for personalized consulting
• Investing in more data integration, data management, business intelligence,
visualisation and analytics
• Connecting sales channels and enabling omni-channel retail
• Understanding customer trends to generate new sources of revenue
Senior Representative, NTS
• Using customer analytics to improve customer interactions
• Bridging the gap between IT and network data
16:35
Micro segment campaigning to create a substantial revenue uplift
• Is CEM evolving into a source of BI functions?
• 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
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
• Stop leakage: Only run the most value creating campaigns, and identify and stop
loss-campaigns
16:50
Q&A wrap up discussion
• Increase conversion rates: in specific segments through tailoring and optimal targeting
Berna Uzuner, Customer Value Manager, Turkcell, Turkey
'The audience will have the opportunity to question the panelists and
share their own views on the issues addressed throughout the stream'
17:00 End of Conference Day One & Networking Drinks Reception
SOLUTION
FINANCIAL
AIRLINE
OPERATOR
OPERATOR
MVNO
PROVIDER
INDUSTRY CASE
INDUSTRY CASE
STUDY
STUDY
PANEL
OPERATOROPERATOROPERATOR
OPERATOR
DISCUSSION

www.cemcongress.com

DAY TWO - WEDNESDAY, APRIL 24, 2013

DAY TWO - WEDNESDAY, APRIL 24, 2013

DISCLOSING

RESULTS

POLL

OPERATOROPERATOROPERATOROPERATOR

OTT PLAYEROPERATOR

DISCUSSION

PANEL

PROGRAMME

OTT PLAYER

MVNO

OPERATOROPERATOR

OPERATOR

MVNO

PROVIDER

SOLUTION

M V N O OPERATOROPERATOR OPERATOR MVNO PROVIDER SOLUTION 08:00 The Breakfast Club: A 360º view

08:00 The Breakfast Club: A 360º view of CEM

Informa Telecoms & Media Analysts Dario Puschel and Kris Szaniawski will deliver a 360º view of CEM from the operators’ perspective. Case studies will be shared, survey results will be disclosed, and highlights from Day One’s presentations will be addressed

08:30

Registration & Coffee

will be addressed 08:30 Registration & Coffee 08:50 Chairman’s Opening Remarks Chairman: Carl Lyon,

08:50 Chairman’s 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

THE DIGITAL ERA

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

FROM CUSTOMER ACQUISITION TO CUSTOMER RETENTION & LOYALTY

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 Voyager’s customer base

John Mardini, President, Voyager Mobile, USA

12:00

12:25

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

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

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

ENGAGING YOUR EMPLOYEES

14:15

14:40

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

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 company’s flaws; the key questions is how quickly you

address these flaws’” Erik Qualmann, Socialnomics

SOCIAL MEDIA TO ENHANCE CE

15:05

15:30

16:00

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

Senior Manager Customer Contact and Social Media, Skype Afternoon Refreshments & Networking Break Smartphones

Afternoon Refreshments & Networking Break

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

THE NEW ‘WHEN I WANT IT, HOW I WANT IT’ CUSTOMER

16:25

16:50

17:15

17:35

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 customer’s 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.

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

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

End of Conference

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Joining together
Joining together

Mobile Operators

Joining together Mobile Operators how to gain a competitive advantage, how to meet customer expectations in
how to gain a competitive advantage, how to meet customer expectations in today’s ‘digital era’,
how to gain a
competitive advantage,
how to meet customer
expectations in today’s
‘digital era’, and how to
minimise churn rates
Envision
era’, and how to minimise churn rates Envision Interact with CXO level representatives from mobile
era’, and how to minimise churn rates Envision Interact with CXO level representatives from mobile
era’, and how to minimise churn rates Envision Interact with CXO level representatives from mobile
era’, and how to minimise churn rates Envision Interact with CXO level representatives from mobile
Interact
Interact

with CXO level representatives from mobile operators across the globe

Mingle
Mingle

with the world's most influential telecom leaders, as well as OTT players, disruptive players, new generation innovators, and global solution providers

2013 SPONSORS R Associate Sponsor: TO CONFERENCE R Calvi is the European leading provider of
2013
SPONSORS
R
Associate Sponsor:
TO
CONFERENCE
R
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.
S
R
For more information, please visit our website:
www.calvi-insight.com.
Exhibitor:
NTS New Technology Systems
• POS solutions
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:
• 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
YOUR FEEDBACK

“Interesting overview of different CEM approach”please visit our website: www.ntswincash.com YOUR FEEDBACK “Very helpful and inspiring” “An interesting event

“Interesting overview of different CEM approach” “Very helpful and inspiring” “An interesting event

“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”with good presentations from relevant people in the field” “A world tour of CEM in only

with real-life cases presented and experiences shared” “A world tour of CEM in only 2 days”

“A world tour of CEM in only 2 days”

“Very interesting event, insightful presentations”real-life cases presented and experiences shared” “A world tour of CEM in only 2 days” IIR

world tour of CEM in only 2 days” “Very interesting event, insightful presentations” IIR Marketing Series

IIR Marketing Series Group

EXHIBITION

OTT players

EXHIBITION OTT players MVNOs Other Industries U A Q L I M ANALYST BREAKFAST CLINIC: SINCE
EXHIBITION OTT players MVNOs Other Industries U A Q L I M ANALYST BREAKFAST CLINIC: SINCE
EXHIBITION OTT players MVNOs Other Industries U A Q L I M ANALYST BREAKFAST CLINIC: SINCE

MVNOs

EXHIBITION OTT players MVNOs Other Industries U A Q L I M ANALYST BREAKFAST CLINIC: SINCE
EXHIBITION OTT players MVNOs Other Industries U A Q L I M ANALYST BREAKFAST CLINIC: SINCE
EXHIBITION OTT players MVNOs Other Industries U A Q L I M ANALYST BREAKFAST CLINIC: SINCE

Other Industries

EXHIBITION OTT players MVNOs Other Industries U A Q L I M ANALYST BREAKFAST CLINIC: SINCE
U A Q L I M ANALYST BREAKFAST CLINIC: SINCE 1950 T Wednesday 24 April
U
A
Q
L
I
M
ANALYST BREAKFAST CLINIC:
SINCE
1950
T
Wednesday 24 April 2012
COFFEE
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 One’s presentations & will highlight the latest figures and
forecasts on next generation customer experience.
U
Y
• 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
I
Find out more by visiting www.cemcongress.com and register
your place by calling +44(0)20 7017 7483
M
E
R
P
your place by calling +44(0)20 7017 7483 M E R P W H Y S P

WHY SPONSOR AND EXHIBIT?

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

James Bull, Business Development Manager, IIR Telecoms & Technology +44(0)20 7017 5609 jbull@iir-telecoms.com
James Bull,
Business Development Manager,
IIR Telecoms & Technology
+44(0)20 7017 5609
jbull@iir-telecoms.com

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: ENTRANCE Meet & Greet Our Audience Our acclaimed ‘meet
FOR FURTHER DETAILS
PLEASE CONTACT:
ENTRANCE
Meet & Greet
Our Audience
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!
The Social Event
Industry Breakdown
Delegate Networking
Zone:
Online Networking & Meeting System
■ North Europe
■ Eastern Europe
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
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.
■ Asia
■ Middle East
■ Southern Europe
■ Western Europe

Association Partner:

■ Southern Europe ■ Western Europe Association Partner: Founded in April 2011 and led by experts

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.

Media Partners:

For more information, visit www.cxpa.org. Media Partners: Geographical Split 42% 20% 14% 12% 5% 3% ■
For more information, visit www.cxpa.org. Media Partners: Geographical Split 42% 20% 14% 12% 5% 3% ■
For more information, visit www.cxpa.org. Media Partners: Geographical Split 42% 20% 14% 12% 5% 3% ■
For more information, visit www.cxpa.org. Media Partners: Geographical Split 42% 20% 14% 12% 5% 3% ■
For more information, visit www.cxpa.org. Media Partners: Geographical Split 42% 20% 14% 12% 5% 3% ■
For more information, visit www.cxpa.org. Media Partners: Geographical Split 42% 20% 14% 12% 5% 3% ■
For more information, visit www.cxpa.org. Media Partners: Geographical Split 42% 20% 14% 12% 5% 3% ■
For more information, visit www.cxpa.org. Media Partners: Geographical Split 42% 20% 14% 12% 5% 3% ■
For more information, visit www.cxpa.org. Media Partners: Geographical Split 42% 20% 14% 12% 5% 3% ■
For more information, visit www.cxpa.org. Media Partners: Geographical Split 42% 20% 14% 12% 5% 3% ■
For more information, visit www.cxpa.org. Media Partners: Geographical Split 42% 20% 14% 12% 5% 3% ■

Geographical Split

42%

20%

14%

12%

5%

3%

Operator

56%

Vendor

39%

Analyst

3%

Consultant

2%

Source: 2012 Telecom CEM World Congress

■ Vendor 39% ■ Analyst 3% ■ Consultant 2% Source: 2012 Telecom CEM World Congress #cemcongress

#cemcongress

“Excellent event with the possibility to hear industry experience and trends in concentrated form” Latvijas
“Excellent event with the possibility to hear industry
experience and trends in concentrated form”
Latvijas Mobilais Telefons SIA
Why operators need CEM, customer intelligence and analytics
Kris Szaniawski
Principal Analyst, Networks
Informa Telecoms & Media
• 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.
Fig. 1: Operator customers: a holistic, cross-organizational view
• 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.

tools. Everyone wants a piece of the CEM cake. Fig. 2: CEM/data-management opportunities Simplifying
tools. Everyone wants a piece of the CEM cake. Fig. 2: CEM/data-management opportunities Simplifying

Fig. 2: CEM/data-management opportunities

of the CEM cake. Fig. 2: CEM/data-management opportunities Simplifying customer interaction and improving operational

Simplifying customer interaction and improving operational efficiency

• Data centralisation and unified views

• Data sharing

• Data synchronisation

• Separating data from business logic

• Teal-time analytics

 

• Network KPIs mapped onto customer experience

Improving customer experience

• Customer- centric reports and dashboards

• Proactive customer care

• Loyalty and churn analytices

 

• Customer self-care

 

• Supporting differentiation and monetisation

Supporting differentiation and new business models

• Targeted marketing and personalised services

• Managed services and Saas

• Consulting and libraries of actions/use cases/ experience packages

 

• Data and profile brokering

40% OPERATOR DISCOUNT Register Here To help you get the perfect accommodation and the best
40%
OPERATOR
DISCOUNT
Register Here
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
Booking hotline: +44 (0) 20 7017 7483
Email us your booking: registrations@iir-telecoms.com
22-24 April 2013
Grand Connaught Rooms
61-65 Great Queen Street
Holborn, WC2B 5DA, London,
United Kingdom
Unable to attend?
Book through website: www.cemcongress.com
Registrations are subject to terms and conditions please visit http://cemcongress.com/register/ for full details.
No need to miss out you can
purchase the online docs for
¤499 +VAT. Please call +44
(0)20 7017 7483.
OPERATOR RATE
Price Available Before
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18/02/13
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NON-OPERATOR RATE
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19/02/13-04/03/12 05/03/13
Complete Event
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GBP 1899+ VAT
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Two Day Congress
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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
INTERESTED IN
SPONSORING/EXHIBITING?
INTERESTED IN SPEAKING?
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.
Contact: James Bull
Business Development Manager,
IIR Telecoms & Technology
+44(0)20 7017 5609
jbull@iir-telecoms.com
Contact: Vanessa Barbé,
Conference Producer,
IIR Telecoms & Technology
+44 (0) 20 7017 5076
vbarbe@iir-telecoms.com

www.cemcongress.com