Brochure

Europes premier
meeting place for

BOTH the business
and consumer CEM in
Telecoms community
2 tailored
B2C and B2B
events under
one roof!
27th-29th June 2016 Prague, Czech Republic

Digitally transform your organisation and generate a culture of enterprise-wide continuous CEM improvement to take the
next step in your customer experience evolution and shape the future of the European telecoms industry
Only at CEM in Telecoms Europe will you find
40+
Expert
Speakers
200+
10+
Participants
Hours Dedicated
Networking
75%+
Separate B2B and

B2C Conferences
Practitioner
Attendees
Headline industry speakers at the European telecoms industrys #1 customer experience meeting place:

Aude Barth
VP Voice of
Customer &
Voice of
Orange People
Orange
Carmine
Muscariello
Customer
Experience
Director
Bouygues
Telecom
Nigel Bowman
Head of NPS
Vodafone UK

esa Jaakkola
V
Director
Business
Strategy &
Service Design
Elisa
Barna
Kutvolgyi
MD Consumer
Division
JT Global
J uliana Posch
Group Head of
Performance &
Lifecycle
Management
Telekom Austria
Group
Chris Keogh
Head of Client
Service
Management
eir Business
Janos Hee
Director Digital
Business
Sunrise
Communications
Geert
Kelchtermans
Director
E-Transformation
Proximus
Milan Ruzicka
VP B2B
Marketing
T-mobile
Netherlands
etr Bocek
P
Executive
Director
Business
Marketing &
Sales
Telenor
Bulgaria
Sergio Rendon
Global Head
of Customer
Experience
MNCs
Telefonica
Global
Solutions
I gnas
Brazdauskas
Head of
Customer
Operations
Tele2 Lithuania
Nanda Hauet
Director Voice
of the Customer
KPN
30+
Countries
Represented
Early confirmed sponsors:
Start the discussion now:

obert Lota
R
Regional Head
of Service
Excellence
T-mobile
Czech Republic
Register now at www.cemintelecomseurope.com
#CEMEurope
Telecoms IQ
Professional Network
CEM Europe 2016: What your team needs to know!

Dont have time to read through this entire brochure? Then cut out this handy 2-page guide to the CEM in Telecoms European Summit and share with your team!
CEM in Telecoms European Summit is

esigned for CEM professionals, by CEM professionals following months of in-depth market
D
research and direct feedback from the event advisory board, we only cover the issues you really want
to hear about
ull of results-driven case studies and how-to guides from the regions customer experience
F
experts walk away with concrete examples of strategies that really work, and an action plan of how
you can implement them straight away
Central Europes
#1 Telecoms event
vendor-neutral knowledge sharing platform avoid the sales

A
pitches and benefit from your competitors CEM investments, as
your peers share which of their solution implementations really
worked!
fully customizable agenda plan well ahead to ensure each

A
attendee joins the focus day sessions, streams and interactive
discussions most relevant to the needs of your business and
ensure you get every question answered!
Days of
interaction
The next step in your customer experience evolution!
200+
YOUR INTERACTIVE EVENT AGENDA

Hear the
Quick
Fire Strategies on
Tuesday 26th to
identify those tactics
that have worked for
your peers, and vote
for your favourite
using the CEM
Europe conference
application
NEW!
Select your preferred

intimate 12-person
Interactive
Discussion Groups
taking place on
each day of the
conference to
ensure you get your
most pressing issue
addressed
Join the
Best
Practice Knowledge
Exchange sessions
on Tuesday 26th
to identify the key
lessons B2B and B2C
customer experience
professionals can
learn from one
another
NEW!
Join the Speed

Networking session
on Tuesday 26th to
quickly match your
needs with those
of the conference
vendor partners,
and identify peers
who share your
challenges
Participate
in the
exclusive Breakfast
Briefing on
Wednesday 27th to
identify Whats Next
for CEM in Telecoms
and discover how
to future-proof your
organisation to
remain competitive
in the long-term
Attendees
NEW!
20+
Sponsors and
Exhibitors
30+
Speakers
Two events in one: What this means for your B2C and
B2B customer experience teams!
Following your feedback, weve brought together the B2B and B2C telecoms markets under one roof to share tactics and best practices for customer experience excellence. Plus, 2 brand
new focus days will ensure you go home with the knowledge you need to maximise the impact of the technical side of your organisation on the end-user experience.
With the content and agenda for each event and focus day specifically designed to meet certain business needs, make sure you attend the sessions that address your current challenges!
Agenda at a Glance
Attend the Digital

focus day if you:
NEW! Pre-Conference Focus Day: Monday 27th June
Select your preferred focus day topic - is Digital Transformation or Network Assurance a more pressing issue for you
right now? Either:
g Hear from Proximus, Vimpelcom, and Sunrise Communications digitally transform the customer experience
g Discover how T-mobile, Telefonica Germany & more provide first-class network and service quality for customers
CONSUMER EVENT
B2B EVENT
Conference Day One: Tuesday 28th June
Conference Day One: Tuesday 28th June
develop a culture of continuous CEM improvement

g Split into streams to identify the latest customer care
innovations, or identify how to exploit customer data to
enhance the customer experience
of the Client into process design to ensure long-term

client satisfaction
g Discover how to leverage insight into the buyer journey
to market to the right individuals within your target
accounts with T-mobile Netherlands
g Discuss how to gain CAPEX investment for your new
client-centric strategies with eir Business
g Learn from JT Global and Orange Group how to
Conference Day Two: Wednesday 29th June

g Learn from Telekom Austria and Serbia Broadband
how to optimize commercial performance and

reduce inefficiencies whilst enhancing the customer
experience
g Split into streams to discover how to bring the
customer into the heart of product design, or learn
how to personalise your marketing campaigns to
improve ROI and satisfaction
gH
ear from Telefonica and KPN how to embed the Voice
Conference Day Two: Wednesday 29th June

g Learn from Omnitel how to ensure company and
client base mergers have no negative impact on the

customer experience
g Identify how to develop digital and partner services to
provide additional value to customers with Elisa and
Telenor Bulgaria
g Participate in discussion groups dedicated to your market
segment to ensure you are meeting the needs of your
SoHo, SME, Multinational and Government accounts
g Need to keep up with

customers demands
for digital sales and
service
g Are trying to ensure
consistent enterprisewide digital adoption
g Want to align channel
priorities and leverage
digital change to
deliver seamless omnichannel experiences
Attend the
B2C event if you:
g Want to leverage
consumer insights to
move from reactive to
proactive CEM
g Struggle to build a
culture of continuous
customer experience
improvement in the
consumer market
g Need to deliver first-class
customer care across
each of your front-line
contact channels
Attend the
Network Assurance
focus day if you
g Need to adhere to solid
SLAs across either the
enterprise or consumer
market
g Struggle to align the
priorities of your
customer-facing and
technical departments
g Are attempting to
become more proactive
in your approach to
network maintenance
Attend the
B2B event if you:
g Want to build credibility
in the corporate market
and ensure your
services are seen as
reliable and useful
g Need to transform your
enterprise division to
increase efficiency and
client satisfaction
g Are looking to
maximise spending
across the enterprise
market and build longterm client advocacy
CEM in Telecoms Europe is back and its bigger and better than ever!
In an increasingly competitive, saturated and consolidating telecoms market, in which the popularity of OTT and digital
services continues to rise, there is little anyone can do to prevent customers from wanting the latest and greatest in
innovation and convenience when it comes to connectivity. However what you as CEM professionals can do is deliver the
simple yet personalised experiences that the modern customer, whether consumer or corporate, demands from you, to
ensure they stick with your network!
Welcome to the CEM in Telecoms European Summit, Europes premier meeting place for the telecoms customer
experience community your chance to gain the skills and insight needed to take the next step along the path to
customer centricity, and evolve to become a truly customer-centric organisation.
Benefit from the insights of 40+ of the regions CEM elite, with over 300 years combined experience in innovating
driving customer-centric change, and choose from either the B2B and B2C market workstream to go home with
solutions to the most pressing issues you face right now.
Heres your chance to be the catalyst for change within your company, and either:
Attend the B2C event to:
Attend the B2B event to
g Establish how to exploit customer data to understand
g Establish how to give control and visibility to clients to
their needs and move from reactive to predictive CEM
g Discover how to generate a continuous improvement
culture and move customer centricity from programmes

to business as usual
g Hear how to leverage digital to move from multi-channel
to omni-channel customer experience delivery
Thank you to our CEM in Telecoms

Advisory Board members
Henriette Jehnert
VP Customer Experience Omnichannel & IVR
Deutsche Telekom
Radu Ciocan
Group Director Customer Experience
Ooredoo
Roman Nedielka
Director Group Customer Experience
Etisalat
ensure they see you as a credible and trustworthy service

provider
g Identify how to simplify complex order processes to
reduce sales cycle length and increase client satisfaction
g Learn how to form product partnerships to enable upsells
and provide complete solutions for clients
Registering is easy - just visit www.cemintelecomseurope.com, email us at enquire@iqpc.co.uk or give us a call on

+44 (0) 20 7368 9809
On behalf of the entire CEM in Telecoms team, we look forward to meeting you in Prague this June
Heinz Honemann
Senior Executive Customer Experience
Accenture
Thank you to our media partners for

their support
The next phase in your customer experience evolution begins here!

Best wishes,
Zoe Amos
Director CEM in Telecoms European Summit
P.S. Cant wait until June? Check

out the online Resource Centre,
where you can find complimentary
whitepapers, interviews and
additional learning resources!
New for 2016 for B2C and B2B CEM Professionals

New time, new place, and new content to match!
Alongside the old favourites that you ask for each and every year, weve taken on your feedback to evolve the event, prioritise new learning opportunities
for 2016 and deliver the content that you want. Plus a conference isnt just about work, so weve added in a few fun features we hope youll love.
Content just for you
No more sales pitches!
You asked we delivered. The challenges faced by the

corporate and consumer market can differ greatly so
weve put together two separate workstreams to ensure
you benefit from the case studies and tactics directly
applicable to your business.
Tired of hearing the same tired presentations from VPs of

Business Development? Us too. So we guarantee that all
2016 presentations will be jointly or entirely led by your
practitioner peers, and you reap the benefits of their past
investments
You Set the Agenda

Do you have a burning question youd like answered?
The focused Interactive Discussion Groups provide the
perfect platform for you to ask these in an informal and
open environment. With multiple tables and topics to
choose from and limited space on each, make sure you
sign up in advance to guarantee your spot.
The early bird catches the worm

Brave enough to start your day at 8am? Then join the
other early risers at an exclusive breakfast briefing and
benefit from additional learning and networking time in a
relaxed environment
Stay on the ball

Concentrating for a whole 30 minutes can be tricky. The
ideaPitch sessions will provide you with quick-fire cuttingedge strategies and solutions to your challenges, in bitesize chunks of no more than 6 minutes.
Get the techies on-side

Struggling to get your IT or network departments thinking
about the customer? Join one of the pre-conference
focus days to understand how to better collaborate
and reach your CEM vision, or even better bring your
colleagues along for the day!
See you in the Boardroom?

You told us that customer-centricity has finally reached the C-suite, so make sure your Chief
Customer Officer doesnt miss out on this exclusive networking opportunity.
The CEM Europe Corporate Leaders Boardroom is an exclusive, invitation only forum for up to 20 customer experience
leaders to review their most pressing business issues with peers and industry experts. Taking place alongside the CEM
in Telecoms European Summit, attendees will benefit from the senior, closed-door sessions at the CLB, as well as the
keynote presentations and wider networking of the wider event. The Corporate Leaders Boardroom agendas run as
a facilitated meeting with opportunities for all attendees to be involved in the discussions, sharing ideas and drawing
conclusions - this is your chance to participate in an op en debate whilst ensuring your contributions remain top secret!
To request an invitation and find out if you qualify to attend, please email us enquire@iqpc.co.uk
Inspiring case studies and discussions led by the European

telecoms industrys customer experience experts:
Aude Barth
VP Voice of Customer
& Voice of Orange
People
Orange Group
Sergio Rendon
Global Head of Customer
Experience MNCs
Telefonica Global
Solutions
Barna Kutvolgyi
MD Consumer Division
JT Global
Milan Ruzicka
VP B2B Marketing
T-mobile Netherlands
Panagiotis
Mavraganis
Executive Director
Consumer Services
Forthnet
Nigel Bowman
Head of NPS
Vodafone UK
Janos Hee
Director Digital Business
Sunrise
Communications
Geert Kelchtermans
Director
E-Transformation
Proximus
Marcus Thurand
VP Network
Operations
Telefonica Germany
Nanda Hauet
Director Voice of the
Customer
KPN
Carmine Muscariello
Customer Experience
Director
Bouygues Telecom
Eric Vernier
Director Digital Centre
of Excellence
Vimpelcom
Jean-Marc Balquet
Director Customer
Analytics
Orange
Petr Bocek
Executive Director
Business Marketing
& Sales
Telenor Bulgaria
Nikki Flanders
GM & Head of
Customer Experience
O2 Business UK
Robert Lhota
Region Head of
Service Excellence
T-mobile Czech
Republic
Oleg Koss
Head of Customer
Experience
Kyivstar
Neil Baucutt
Head of Customer
Experience & Mobile
Services
O2 UK
Tamas Dabasinskas
Head of Large
B2B Group
Omnitel
Marcin Charkiewicz
Head of Customer
Testing Centre
Orange Poland
Ignas Brazdauskas
Head of Customer
Operations
Tele2 Lithuania
Sarper Karaaslan
Churn and Loyalty
Department Manager
Digiturk
Vesa Jaakkola
Director Business
Strategy & Service
Design
Elisa France
Chris Keogh
Head of Client Service
Management
eir Business
Vojin Jaukovic
Contact Centre
Director
Serbia BroadBand
Juliana Posch
Group Head of
Performance &
Lifecycle Management
Telekom Austria
Group
ruly best-in-class speaker panel

T
and conference organisation
Senior Manager Customer Support,
Bilzoo Broadband & Media
Check in with some of your expert speakers

We asked the speaker panel which challenges they were most hoping to address at the event
Engaging all areas of the business with customer centricity
Delivering a seamless omni-channel experience
Digitally transforming to future-proof my organisation
Engaging all areas of the business with customer centricity
Bridging the gap between the network and customer experience

departments
Gaining a 360 view of customer needs
Janos Hee, Director Digital Business, Sunrise Communications
Janos has been leading the digitalization initiative within Sunrise since 2014, defining the
strategy for the new online platform and setting up a new digital business team. He has over
15 years experience in business and IT change initiatives, as well as the commercial aspects
of the online world.
Developing customer-centric products and propositions
ridging the gap between the network and customer experience
B
departments
Eric Vernier, Digital Center of Excellence Director, Vimpelcom
After two Masters degrees, Eric has experiences in the oil and videogame industries before
switching to telecoms. He spent 4 years as the Marketing Intelligence manager at Bouygues
Telecom, then took in charge the operation and optimization of the customer-facing websites
in 2011 with eCare first, then eCommerce. He drove his teams through the switch from a
purely marketing and communication-driven web to a measure and results-driven activity,
enhancing customer experience and increasing business metrics.
Moving to one of the biggest telco group in the world, Vimpelcom, Eric recently set up the
Center of Expertise for Online channels, the structure in charge of spearheading the digital
transformation of the 14 subsidiaries
Barna Kutvolgyi, MD Consumer Division, JT Global
Barna Kutvolgyi joined JT as Managing Director in 2011 after working through the ranks
at KPN, Vodafone and Reuters. During his C-level career in telecoms he has filled various
commercial and marketing roles in Hungary, Kenya, Turkey, Cyprus and Romania. Currently,
Barna is responsible for JTs local PSTN, fixed broadband and mobile units in the Channel
Islands as well as JTs International MVNO company (ekit), which provides roaming solutions
for travelers from the US, Europe, Australia, Brazil and India..
Digitally transforming to future-proof my organisation
Developing customer-centric products and propositions
Oleg Koss, Head of Customer Experience Department, Kyivstar
Oleg Koss is an expert in marketing and customer experience. He holds engineering degree
in telecommunications and Executive MBA from IE Business School. Since Oleg 2006
works in various telecommunication companies. Oleg has led customer experience team in
Kyivstar since 2014. He is interested in developing innovative products bringing new exciting
experiences to customers.
Who else will you meet at the CEM in Telecoms European Summit?
Each year old friends and new faces from across Europe gather
to discuss their biggest customer experience challenges, and
strategies for success, and 2016 will be no different!
Companies represented across the B2B and B2C events in 2015 included:
Attendee Breakdown
By function
Customer Experience/Care - 40%
Marketing - 20%
Digital/Online - 15%
Network Performance - 15%
Insights/Analytics - 10%
By seniority
VP/C Suite - 10%
Director Level - 45%
Department Head - 30%
Manager - 10%
Other - 5%
The CX Network & Telecoms IQ communities combine!

CX Network is the global online network for customer experience, service and
marketing leaders. The network provides expert commentary, tools and resources to
help CX professionals leverage customer management strategies to increase customer
acquisition and loyalty, whilst driving increased profits across the entire organization.
CX leaders can also contribute to the network and position themselves as thoughtleaders within the industry.
Telecoms IQ is an international online resource and content centre for Telecoms &
Media professionals. For the past 7 years Telecoms IQ has delivered latest, up-todate, insightful, and unbiased information pertaining to the entire Telecom Industry,
across both live events and our online resource centres and social communities
What have past delegates said?

xcellent networking opportunity
E
with interesting insights on how
other operators address customer
experience
Head of Online Care & Sales SMB, Swisscom
o have a focus on B2B specific

T
content was priceless it is so rare
to find such dedicated quality
content
Marketing Studies Manager, Orange Business
ery well organised event, great

V
networking opportunities I gained
a lot of insights from best practices
in the area
Customer Care Manager, CYTA
Pre-Conference Focus Day Monday 27th June

It doesnt matter whether youre signed up to the B2B event or B2C event, make sure you select the focus day most relevant to your business needs. Or why not bring along your
colleagues in either the digital or network performance departments for the day?
10:45
Telecoms IQ and Conference Chairpersons Welcome Address
Digitally Transforming the Customer Experience

11:00
Case Study
How Sunrise keep the customer at the heart of

their digital transformation
gH
ear
how Sunrise took a dual phase approach to digitally transforming their business
- Upgrading their site based on internal reviews in phase 1
- Leveraging their Customer Journey Factory to proactively design customer
experiences in stage 2
gH
ear how Sunrise developed a single portal for their retail and web sales channels to
ensure a seamless cross-channel experience for customers
gL
earn how careful customer journey mapping and digital upgrades have simplified the
sales process by moving standard online transactions from 12 clicks to just 3
gS
ee the first results of the new digital platform in terms of both customer satisfaction
and commercial performance
Optimizing Network & Service Performance

Case Study
g Discover
how to overcome the complexity of delivering services to multi-national

clients, who have different needs in different locations but expect quality throughout
g Hear how T-mobile have developed umbrella systems, processes and KPIs across their
differing countries to ensure a consistently positive network service experience for
customers
g Discuss the escalation processes in place to ensure T-mobile deliver on their SLAs, and
fix issues efficiently when there is a problem
g Identify how T-mobile cope with a growing large enterprise customer base across
multiple locations
Robert Lhota, Regional Head of Service Excellence, T-mobile Czech Republic
11:40
Case Study
H
ow Proximus are digitally transforming to
become a truly omni-channel organisation
how Proximus implement digital change across their sales and support channels
to deliver seamless omnichannel experiences for customers
g E
stablish how to leverage digital to align channel priorities and move from competition
to co-operation
g D
iscuss how Proximus employ agile working methods to develop new platforms and
digitise processes within their retail stores
g I dentify the next steps for Proximus to ensure successful and consistent digital
adoption across all their customer-facing channels
Case Study
gL
earn
Geert Kelchtermans, Director E-Transformation, Proximus
How T-mobile deliver a consistently high quality

of experience for their large enterprise customers
H
ow Telefonica Germany are moving from a NOC
to SOC to gain better insight into the end-user
experience
g Discuss
the business case for developing a SOC within your organisation

a first look at results from proof-of-concept and pilot programmes Telefonica have
put in place during their move from a NOC to SOC
- What tools have been implemented?
- What process and mind-set changes are required for a full scale launch?
g Identify the next steps for Telefonica in measuring and maximising end-to-end service
performance
g Take
Marcus Thurand, VP Network Operations, Telefonica Germany
12:20
Case Study
How Vimpelcom take both a centralised and

decentralised approach to digital transformation
how Vimpelcom have developed a Digital Centre of Excellence to reduce skill

and capability gaps across each of their subsidiaries, and increase levels of digital
maturity across the enterprise
gE
stablish how to move from a hierarchical and siloed way of thinking to a more digital
mindset
gD
etermine how Vimpelcom keep P&L ownership for digital change with the subsidiary
organisations to ensure each has both the means and mandate to react to customer
needs quickly and efficiently
gE
xplore examples of digital pilots and proof-of-concepts that have improved both the
customer and employee experience
Case Study
gD
iscuss
Eric Vernier, Director Digital Center of Excellence, Vimpelcom
13:00
14:00
E
stablish how to use your network data in realtime to identify and resolve your customers
issues before they contact you
g Discuss
how to gather and analyze network data in real-time in order to detect when a
customer is experiencing a problem
g Evaluate your incident management process, and understand how to proactively
resolve network issues before customer satisfaction levels decrease
g Determine how to communicate the resolution to your customer in an efficient and
effective manner
- Ensuring you have a customer support team in place to deal with these issues
- Identifying your customers preferred channel of contact
g Establish the business case for automating the process for detecting and repairing
network faults
For updates on the speaker panel, please visit www.cemintelecomseurope.com
Networking Lunch
Interactive Session
Digital Transformation Interactive

Discussion Groups
Interactive Session
Network & Service Assurance Interactive

Discussion Groups
Your chance to deep-dive the most pressing issues you face right now in groups of up
to 15 like-minded peers. With time to join 2 discussions, make sure you sign up for your
preferred topics in advance to ensure a seat at the right table!
Topics include:
gD
igitally transforming the contact centre
gD
igitally transforming the retail store
gE
mbedding social into your digital strategy
Topics include:
g Leveraging SDN & NFV to optimise service performance
g Managing multiple network layers to deliver a seamless experience
g Embedding the Voice of the Customer into network investment planning
15:30
Networking Refreshments
16:00
Discover how to digitally transform your retail stores to deliver

experiences your customers will love
Determine how to forecast future network capacity and demand to

optimise network performance and long-term satisfaction
g I dentify
g Discuss
which in-store customer interactions will benefit most from digital

transformation
gD
iscover how to leverage in-store self-service kiosks and digital POS to reduce
customer waiting times and provide more choice
gD
iscuss how to equip your in-store agents with real-time insight into a customers past
behaviours and needs to increase conversion
gL
earn how to ensure consistency across your retail digital platforms and those across
other channels to deliver seamless customer experiences
how to accurately forecast the impact of new devices, including mobile

handsets, tablets and connected TVs on future network capacity
g Identify how to accurately assess the impact of new network technologies, such as LTE,
on future network capacity
g Determine what data is required to accurately forecast future network demand, and
how can you gather this?
g Assess how to encourage cross-departmental collaboration and data sharing to deliver
more accurate and timely forecasts
16:40
Interactive Session
H
ow can you put the people, systems and
processes in place to deliver excellent
digital customer care?
gH
ow
can you make the business case for digital transformation of your organisation? Is
this something you can even control?
g H
ow can you create a corporate digital culture and get all areas of the business
engaged with these activities?
gH
ow can you leverage digital channels to reduce costs and inefficiencies?
gH
ow can you encourage consumer adoption and uptake of your digital channels?
Eric Vernier, Director Digital Center of Excellence, Vimpelcom
17:20
Interactive Session
H
ow can you change the mind-set within
your technical departments and become

more service-centric?
g How
can you effectively communicate your customer experience vision to technicallyminded people?
g How can you get input from the technical departments into your CEM strategy to
ensure it is relevant for them?
g What metrics and KPIs can you use in your network/service operations centres to keep
customer-centricity front of mind?
g How do you ensure you have the right skillsets within your technical departments to
embrace and act on the concept of service-centricity?
Geert Kelchtermans, Director E-Transformation, Proximus
Marcus Thurand, VP Network Operations, Telefonica Germany
R
obert Lhota, Regional Head of Service Excellence,
T-mobile Czech Republic
Closing Remarks from the Chairperson & Networking Drinks Reception
Conference Day One Tuesday 28th June

09:00
Telecoms IQ and Conference Chairpersons Welcome Address
Customer Experience in the B2C Market

09:15
Case Study
H
ow Bouygues Telecom are transforming their
processes to deliver a seamless omni-channel
customer experience
g D
iscover
how Bouygues have developed customer-centric lean processes and

capabilities to simplify things for customers and staff
g L
earn how to overcome the complexity of differing requirements of each sales and
service channel to standardise processes across multiple channels
g I dentify the role of digital transformation in delivering a seamless omni-channel
experience for customers
g D
etermine the progress made by Bouygues so far, and the impact on agent AHT,
customer satisfaction and commercial performance
Carmine Muscariello, Customer Experience Director, Bouygues Telecom
Customer Experience in the B2B Market

Case Study
H
ow Telefonica Global Solutions deliver customer
experience excellence for their multinational
customers
g Determine
how Telefonica developed a closed-loop system to ensure satisfaction and

feedback is gathered across the whole MNC customer journey, and used to proactively
improve the customer experience
g Establish how to overcome the challenge of combining multiple languages, cultures,
departments and geographies under one standardised framework
- Linking customer satisfaction metrics to financial incentives
- Creating enterprise-wide kick off and customer update events
g Discuss the results of differing amendments and evolutions of the programme since its
launch 4 years ago
g Learn how Telefonica are now leveraging their MNC customer experience framework as
a foundation for customer-centric change across the whole B2B enterprise
Sergio Rendon, Global Head of Customer Experience MNCs, Telefonica
09:55
Case Study
How JT Global have made customer-centric

thinking business as usual
how JT Global migrated their billing systems and rationalised their tariffs to
simplify and enhance their customers experience
g Discover

how JT Global took this migration as an opportunity to reinvent how they
track customer experience metrics and feedback across multiple touch points
g L
earn how JT Global have now developed a culture of continuous customer experience
prioritisation and improvement
g Identify

the next steps for JT Global to ensure sustainable customer-centric change
Case Study
g H
ear
Barna Kutvolgyi, MD Consumer Division, JT Global
H
ow KPN effectively capture and leverage the
Voice of the Client to transform their customers
experience
g Learn
how KPN built a new team to gain an outside-in perspective on their performance
and better insight into the needs of their customers
g Hear how KPN close the loop following their NPS measurements, and have developed
customer improvement plans based on this feedback to ensure every customers needs
and expectations are met
g Determine the differences between B2B and consumer market VoC initiatives, and how
to ensure your programme is relevant to B2B market needs
Nanda Hauet, Director Voice of the Customer, KPN
10:35
Case Study
How Telefonica UK deliver a best-in-industry

experience for customers with service problems
Client Led Session Hosted by Huawei
g D
etermine
how Telefonica reduce customer effort within their unassisted care channels
to ensure customers have the most up-to-date information surrounding current
network problems
g H
ear how Telefonica are becoming more proactive with their outbound
communications to ensure customers feel fully supported
g D
iscuss how to turn a negative network experience into an opportunity to impress each
of your customers and increase their long-term satisfaction
Neil Baucutt, Head of Customer Experience & Mobile Services,
Telefonica UK
11:15
11:45
13:00
Speed Networking refreshment break

Form those initial relationships early - take a few minutes in the spotlight to introduce yourself to your peers,
whilst exchanging business cards to compete for the title of Best Networker and a prize!
Interactive Session
CEM Interactive Discussion Groups
Interactive Session
Topics include:
g D
igital Transformation
g S
elf-Service strategies
g S
ocial customer care
Topics include:
g C
ontextual
marketing
g C
ustomer Insight
g Product

& service design
g B
illing
Transformation
Performance
g Network
g Customer
g Market
contact
segmentation
Networking Lunch
reat selection of speakers, high level of information

G
and ideas for my business - I cant find anything to
improve! Everything was perfect
Global Head Special Projects, Telefonica
I would recommend this conference - getting in touch

with international colleagues facing equal challenges,
and inspiring talks, really opens your mind
CEM & Loyalty Manager, Telenet
Consumer Market
Customer Care
14:00
Client Led Session Hosted by

ResolveSystems
Consumer Market
Customer Insight
H
ow Orange are
exploiting customer
data to improve customer satisfaction
and spending
Case Study
g E
stablish
how Orange gather feedback from

multiple channels to identify the causes of churn
and channel deflection throughout the customer
lifecycle
g H
ear how Orange build social media feedback and
sentiment analysis into their customer research to
gain a full picture of customer needs
g I dentify how to manage the complexity of multiple
CRM systems to ensure you source and aggregate
the right data needed to support your customer
research project and deliver actionable results
g E
xplore how Orange have built predictive models
to proactively manage their customers experience
Customer Experience
in the B2B Market
Interactive Session
F
ireside Chat:
Disruptive CustomerCentric B2B Marketing
In this on-stage interview, Milan will share T-mobiles philosophy

of embedding customer-centric thinking into everything they
do, and how they connect with their existing and potential
clients. How can you navigate through the decision-making unit
and determine who you should be engaging with? How can you
gain insight into the buyer journey and leverage this to increase
client satisfaction and new sales?
M
ilan Ruzicka, VP B2B Marketing, T-mobile Netherlands
Jean-Marc Balquet, Customer Analytics

Director, Orange
14:40
Examine how to develop an easy-to-use

self-service solution and effectively
migrate your customers to self-care
channels
Understand how to set up a robust Voice

of the Customer program and use it to
drive improvements in the customer
experience
g E
stablish
g I dentify
the business case for moving to a selfservice system: how can you justify the high initial
investment?
g D
iscuss how to develop an online self-care system
that is easy-to-use and delivers a consistently
positive customer experience
g U
nderstand how to overcome the challenges of
integrating different legacy systems in order to
ensure a simple self-care experience
For updates on the speaker panel, please visit
www.cemintelecomseurope.com
how and when to capture the VoC in order

to effectively monitor the customer experience
g D
etermine how to overcome the barriers to
understanding the true customer experience
- Encouraging customers to give information
following a negative experience
- Dealing with the bias towards the extremes and
giving a voice to the silent middle ground
g D
iscuss how to establish robust procedures and
processes to systematically respond to and take
action as a result of direct customer feedback
Learn how to personalise your communications to

deliver a better client experience
g Establish
how to identify those users from your corporate

accounts that are also your consumer customers in order to
better understand their needs and preferences
g Identify how to personalise your communications based on the
industry vertical your clients are working in to ensure the most
engaging tone and messaging is used
g Determine how to identify the role of each user within your
corporate client they are targeted with the relevant message
g Explore to what extent you can target the users within your
corporate clients with relevant messaging without breaching
corporate privacy regulations
15:20
B2B & B2C Customer Experience Best Practice Knowledge Exchange

15:50
Interactive Session
What can CEM professionals in the B2C and B2B markets learn from one another?
Your chance to hear how the other half live and see which initiatives from the B2C world you could adapt and implement in the B2B market, and vice versa! Submit your questions
throughout the day, either to the registration desk or via the conference app to ensure they get answered!
Nigel Bowman, Head of NPS, Vodafone UK
Nikki Flanders, GM Head of Customer Experience, O2 Business
Panagiotis Mavraganis, Commercial Director Consumer, Forthnet
16:30
Case Study
How Orange leverage employee and customer feedback to create a culture of continuous customer experience
improvement across both the B2B and B2C market
g Determine
how Orange leverage employee and customer feedback to align the priorities of their 250,000 employees across 32 countries and transform into a more customer-centric
organisation
- How can you find common ground for those working in each of the B2C and B2B markets?
- How can you take into consideration geographic cultural differences?
g Hear how Orange pilot new customer operational and support initiatives and adapt their programmes to fit the needs of the local market
g Explore best practice examples of customer-centric performance improvement from across Oranges footprint, and how they can be applied to your organisation
Aude Barth, VP Voice of Customer & Voice of Orange People, Orange Group
17:10
New Learning Format!
Quick-Fire CEM Strategies
In this session, speakers will each have up to six minutes to share a new way of working or strategy. They can use any media they like to get information across to the audience the only
rule: no Powerpoints! Delegates will then vote via their conference apps for both the most engaging speaker as well as the most innovative new idea
17:45
Closing Remarks from the Chairperson & Networking Drinks Reception
Conference Day Two Wednesday 29th June

08:15
09:00
B2C and B2B Knowledge Sharing Breakfast: Retail.. Contact centres.. Online care. Whats next?
g Identify
future customer demands, and how to keep up with expectations in 2020 and beyond
g Discuss the latest thinking in human-centred design, customer process automation, predictive analytics and artificial intelligence to develop a pathway to delivering on these
expectations
To be kept up to date with which industry influencer will be leading this panel, please visit www.cemintelecomseurope.com
Conference Chairpersons Welcome & Recap
Customer Experience in the B2C Market

09:10
Customer Experience 2.0 - Delivering human experiences

g Determine
how to move from customer experience management to human experience

management and deliver excellence for not just your current customer base, but excustomers and prospects too
gD
iscuss the limitations of NPS and current satisfaction measurements, and how to
evolve these to gain a more holistic picture of customer needs
g I dentify how to embed agile startup techniques into your human experience
management strategy to drive consistent results
Marcin Charkiewicz, Head of Customer Testing Centre, Orange Poland
Customer Experience in the B2B Market

How eir Business are undergoing a 5-year
transformation to digitalise their processes and
enhance customer satisfaction
Case Study
g Identify
how eir are building a frontend incident management portal and dashboard to
give greater visibility of service performance to their customers during phase one of
the transformation
gD
iscuss the transformation plans for Y2, Y3 and beyond, and the business case behind
them
g Learn how eir overcame the initial challenge of moving from strategy through to
execution phase
g Learn how to gain board-level CAPEX investment during a challenging time of costsavings and headcount reduction
Chris Keogh, Head of Client Service Management, eir Business
09:50
Case Study
H
ow Kyivstar are leveraging usability labs to bring
the customer into the heart of product design
gE
stablish
why and how Kyivstar moved from outsourced research to internal customer
usability testing
gL
earn how Kyivstar leverage their usability labs to align the priorities of their product
management and customer experience teams, and bring product managers closer to
customers
g D
etermine how the Kyivstar CEM team sells product feedback to product managers
to refine future propositions and increase new service uptake
Case Study
How Omnitel are ensuring a first-class client

experience during their merger with TEO
g Determine
the potential benefits and disadvantages of a company merger to clients in

the short-term
g Discuss how Omnitel are taking a holistic approach to redesigning their processes
during the merger of their key accounts and client base
g Learn how Omnitel are merging their CRM and billing systems in phases over the next 3
years to minimise negative impacts on the customer base
g Identify the key dos and donts whilst bringing two sets of people, systems and
processes together to ensure a seamless customer experience
Oleg Koss, Head of Customer Experience Management, Kyivstar
Tamas Dabasinskas, Head of Top B2B Group, Omnitel
10:30
11:00
The First 90 Days: Determine how to deliver a first-class experience

from the start of your relationship with the customer
Learn how to present customer invoices to prevent bill shock and

ensure continued client satisfaction
gL
earn
g Establish
how to deliver exciting and engaging onboarding experiences to give them a

positive first impression of your brand
gE
stablish how to ensure the seamless delivery of a customers first bill, and break down
all charges to reduce confusion and enhance trust
g I dentify what information your new customers will need, and how to provide them with
this through their preferred channel
g D
etermine how to strike the balance between ensuring the profitability of a new
customer, and delivering them with a premium service level
11:40
Interactive Session
Topics include:
Data
gO
nline experiences
gB
ig
13:00
g I n-store
gC
ontact
experience
centre experiences
how to identify and monitor service usage in real time to ensure services are
accurately charged for and clear on your clients bills
g Determine how to create a self-serve billing portal to increase transparency and trust
whilst enabling your clients to effectively manage their telecoms costs
- How much account control should you pass to the client through this portal?
g Learn how to overcome the privacy challenges of corporate customer billing and
ensure only specific members of your client organisations can access potentially
sensitive information
g Discuss how to efficiently resolve billing queries to reduce missed invoice payments
and ensure continued client satisfaction
Interactive Session
Interactive Discussion Groups: One size

does not fit all!
Time to split off into focused discussions surrounding the specific challenges and needs
of differing segments of the B2B market get your questions answered, wherever your
current focus lies:
gS
oHo
gL
arge Enterprise
gS
ME
gG
overnment
Networking Lunch
14:00
Performance Excellence and

the Customer Experience
Customer-Centric Marketing
& Brand Loyalty
H
ow Serbia
Broadband are
optimising their internal performance
to improve customer-facing operations
and long-term satisfaction
H
ear how Digiturk
maximise the
performance of their retention and winback campaigns
Case Study
gD
iscover
how Serbia Broadband combine the four

pillars of their performance improvement strategy
to deliver a first-class experience for customers
- Driving internal efficiencies to reduce customer
effort
- Simplifying operations across their service, sales
and marketing functions
gH
ear how Serbia Broadband adapted their KPIs
a year ago to get closer to customers and gain
more structured insight into their perceptions of
company performance
gE
stablish the impact of the new KPIs on employee
motivation, customer satisfaction and commercial
results
Case Study
gD
etermine
how Digiturk measure and predict the

lifetime value of their customers
gH
ear how Digiturk segment their customer base to
ensure they are targeting the right customers for
their loyalty programmes and retention offers
gD
iscuss how to develop and use both positive
and negative event triggers across the customer
lifecycle to optimise the timing and results of your
retention and upsell campaigns
gL
earn how Digiturk leverage response modelling
to measure and maximise the effectiveness of
their campaigns and ensure long-term customer
satisfaction
H
ow the Telekom
Austria Group
optimise performance across their sales
and service functions
D
etermine how to
build a customer
centric brand to provide a point of
differentiation and generate loyalty
g L
earn
gD
iscuss
Case Study
why Telekom Austria have implemented

a Group-wide sales and service performance
management function
g I dentify and evaluate the sales and service metrics
used across the Telekom Austria Group to measure
and maximise performance
gH
ear how to incentivise your staff to deliver
new sales whilst ensuring excellent customer
satisfaction
Juliana Posch, Group Head of
Performance & Lifecycle Management,
Telekom Austria Group
How Elisa design digital

services that provide Value
to enterprise and government customers
Case Study
g Establish
how the Elisa Value business unit was created, and

its role in both the Finnish and wider enterprise market
g Determine how Elisa design new digital services and
implement full end-to-end IT solutions for their customers
g Explore how Elisa overcome the challenges of delivering
customised digital services across the governmental as well as
enterprise market
Vesa Jaakkola, Director Business Strategy & Service
Design, Elisa
S
arper Karaaslan, Churn and Loyalty
Department Manager, Digiturk
Vojin Jaukovic, Contact Centre Director, Serbia
14:40
Customer Experience
in the B2B Market
Case Study
the value of incorporating customercentricity into your brand and how to measure the
impact on customer loyalty
g I dentify which elements of the customer
experience you can use to differentiate your brand
in a saturated market
gE
stablish how to define unique brand values
and leverage them to establish an emotional
connection with your customers
gD
iscover how to take this emotional connection to
the next level
How Telenor are building a

partner ecosystem to better
meet the needs of their enterprise customers
Case Study
g Hear
how Telenor are moving from a pure mobile player to a full

enterprise solution provider to fight the dumb pipe scenario
g Learn how Telenor have begun developing mutually beneficial
partnerships to enable their customers to access 3rd party
services
g Establish how Telenor are piloting product launches and
building up their partner ecosystem
g Identify the next steps for Telenor in delivering first-class 3rd
party propositions to customers
P
etr Bocek, Executive Director Business Marketing
& Sales, Telenor Bulgaria
15:20
B2B & B2C Customer Experience Best Practice Knowledge Exchange

15:50
Interactive Session
How can you simplify the customer experience?
g How
can you bring together your on- and off-line businesses and ensure seamless movement between channels?
g How can you converge your products and offers to provide customers with choice, but without creating too much complexity?
g What processes can you automate to ensure you get things right first time?
g How can you overcome the challenges provided by fragmented and disparate legacy systems?
g How can you govern your processes rigidly, and embed simplicity into the DNA of your company?
Vesa Jaakkola, Director Business Strategy & Service Design, Elisa
Marcin Charkiewicz, Head of Customer Testing Centre, Orange Poland
Ignas Brazdauskas, Head of Customer Operations, Tele2 Lithuania
16:30
Interactive Wrap-Up Session Developing Your Action Plan
This team-building session will enable all attendees to come together, share their key learnings, and identify the next steps for their business. Take a clear action plan back to the office,
with tactics you can implement straight away, and strategies you can put in motion for the future.
17:00
Closing Remarks from the Chairperson & Survivors Photo
Reasons you should sponsor CEM in Telecoms Europe

On the basis of sponsor and delegate feedback, CX Network have embraced a more flexible and consultative approach and innovated our platforms, marketing channels and service delivery.
This is all because we are dedicated to ensuring a return on our sponsors investment, and as such want to work with you to build bespoke packages that are tailored to your individual goals.
We offer a comprehensive range of platforms, media, networking opportunities and marketing channels to deliver your objectives. In consultation with our expert team, you can mix a variety
of activities that meet your specific business development needs:
Thought leadership showcase your
experiences and key differentiators
Branding Gain maximum exposure and

prominence in a competitive market
Pre-Event
Thought Leadership
On-Site
Whitepaper email marketing

Telecoms IQ or CX Network newsletter
placement
Targeted delegate acquisition campaigns

g Prospect listing
Lead Cultivation
Brand Awareness
Online presence on event website

g Listings and logos on all event materials
Client-led keynotes & testimonials

and Discussion Groups
g Tech demonstrations
g
g Workshops
g On-site
introductions
lunches and breakfast briefings
g Evening networking sessions
g Private
g Lanyard
/ App / VIP Room sponsorship

g Literature seat drops and flyer handouts
What have past sponsors of the CEM in Telecoms pillar events said?
e had some great discussions with operators and
W
service providers that we hadnt spoken to before. We
also made some great introductions with the global
operator base that was represented at the event
Networking Maintain existing relationships

and make new contacts
he event gave us valuable brand

T
awareness and follow-up
opportunities with Service
Providers across the region
Post Event
g Whitepaper/presentation
placement on CX
Network or the event site
g Presentation marketing to other events in the series
g Email
introductions
introductions
g Access to CX Network and Telecoms IQ
community
g LinkedIn
g Post-event
email
sponsorship
g Social media marketing
g Survey
Early-confirmed 2016 sponsors

include:
Ciqual VP Marketing
MDS Chief Marketing Officer
he conference circuit gets busier every year; but having invested in a number of telecoms conferences over the
T
years I find Telecoms IQ to be one of the most consistent in terms of creating a compelling agenda and attracting
the right level of delegates. For us, as a sponsor, these are critical in our ability to generate a positive ROI.
WDS, A Xerox Company VP Marketing
The Telecoms IQ Touch

If youre still undecided on whether to sign up or not, this is our pledge to you. Here at Telecoms IQ, we make this promise
for each and every event we run. And we never make a promise we cant keep.
What we will deliver
g
g
g
utting edge, informative first-hand case studies from Director, VP and C-level speakers from Europes leading
C
telecoms operators
n agenda that has been developed in consultation with 40+ of your peers our focus is solely on covering the topics
A
YOU want to learn about, and ensuring our events are created by telecoms operators, for telecoms operators
Meet the CEM in Telecoms Europe Team

For speaking opportunities, contact:
Zoe Amos
Programme Director
zoe.amos@iqpc.co.uk
pportunities to network with our vendor partners, who have been cross-checked with our speaker faculty and/or
O
advisory board to ensure they really are best-of-breed providers who can help you address your current challenge
A dedicated pre-conference focus day with sessions on the topics chosen by YOU
unique and innovative programme structure to break the monotony of Powerpoint presentations participate in
A
speed networking sessions, interactive discussion groups, ideaPitches and much more!
For sponsorship opportunities, contact:

Michael Leach
Commercial Director
sponsorship@iqpc.co.uk
Prague: The Home of CEM in Telecoms Europe

Decided to take an extra day or two out of the office? Telecoms IQ and CX Network have put together some of our favourite
hotspots
Prague Castle
No trip to Prague is complete without a visit to the largest ancient castle in the world, once the
home of Bohemias kings, and today the official residence of the Czech Republics President.
Originally built as a walled fortress around 970 AD, the castle has changed dramatically over the
years and contains examples of most of the leading architectural styles of the last millennium.
To register as a delegate, contact:

Jack Williams
Delegate Director
enquire@iqpc.co.uk
For press or marketing opportunities, contact:

Charles Bridge
One of the most recognizable old bridges in Europe, Charles Bridge boasts 32 unique points of
interest and statues along its 520-meter span. Built in 1357, the bridge has long been the subject
of a great deal of superstition, including the builders having laid the initial bridge stone on the 9th
of July at exactly 5:31am, a precise set of numbers (135797531).
Marina Belaya
Senior Marketing Manager
marina.belaya@iqpc.co.uk
For logistics enquiries, contact:

Old Town Square
The historic center of Prague, this is one of the best places to begin exploring the city. A highlight
is the Old Town Hall, home to the early 15th-century Astronomical Clock (orloj): each hour, it
springs to life as the 12 Apostles and other figures appear and parade in procession across the
clock face.
Luke Webber
Head of Operations
luke.webber@iqpc.co.uk
Customise your package

3 Day Pass
2 Day Pass
Choice of B2C or B2B Conference

and access to Exhibition Hall
Its better when you attend in teams

g
Choice of focus day

g
g
Access to conference app

g
Access to Welcome drinks

g
Membership to CX Network
online community
articipate in different stream sessions, workshops and interactive

P
discussions for maximum learning
pend some time out of the office bonding and sharing ideas with your
S
colleagues
Collaborate and develop take-away action plans for your business
plit the exhibition hall and make sure you meet with all our trusted
S
vendor partners
ear sessions focused on leadership, team and employee engagement
H
for new ideas to take home
Benefit from exclusive group discounts*:
-G
roups of 4 or more booking at the same time from the same
company receive a 10% discount.
- 7 or more receive a 15% discount.

- 10 receive a 20% discount.
Post show access to presentations
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Those who maximised their value and attended as a team

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participants, sign up in advance to secure a seat at your favourites!
To speed registration, please provide the priority code

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Europes premier

meeting place for

27th-29th June 2016 Prague, Czech Republic

Separate B2B and

Early confirmed sponsors:

Start the discussion now:

Register now at www.cemintelecomseurope.com

CEM Europe 2016: What your team needs to know!

CEM in Telecoms European Summit is

 vendor-neutral knowledge sharing platform avoid the sales

 fully customizable agenda plan well ahead to ensure each

The next step in your customer experience evolution!

YOUR INTERACTIVE EVENT AGENDA

Select your preferred

Join the Speed

Register now at www.cemintelecomseurope.com

Attend the Digital

NEW! Pre-Conference Focus Day: Monday 27th June

Conference Day One: Tuesday 28th June

Conference Day One: Tuesday 28th June

develop a culture of continuous CEM improvement

of the Client into process design to ensure long-term

g Learn from JT Global and Orange Group how to

Conference Day Two: Wednesday 29th June

how to optimize commercial performance and

Conference Day Two: Wednesday 29th June

client base mergers have no negative impact on the

g Need to keep up with

Register now at www.cemintelecomseurope.com

Attend the B2B event to

g Establish how to exploit customer data to understand

g Establish how to give control and visibility to clients to

their needs and move from reactive to predictive CEM

g Discover how to generate a continuous improvement

culture and move customer centricity from programmes

g Hear how to leverage digital to move from multi-channel

to omni-channel customer experience delivery

Thank you to our CEM in Telecoms

ensure they see you as a credible and trustworthy service

g Identify how to simplify complex order processes to

reduce sales cycle length and increase client satisfaction

g Learn how to form product partnerships to enable upsells

and provide complete solutions for clients

Registering is easy - just visit www.cemintelecomseurope.com, email us at enquire@iqpc.co.uk or give us a call on

Thank you to our media partners for

The next phase in your customer experience evolution begins here!

P.S. Cant wait until June? Check

Register now at www.cemintelecomseurope.com

New for 2016 for B2C and B2B CEM Professionals

Content just for you

No more sales pitches!

You asked we delivered. The challenges faced by the

Tired of hearing the same tired presentations from VPs of

You Set the Agenda

The early bird catches the worm

Stay on the ball

Get the techies on-side

See you in the Boardroom?

Register now at www.cemintelecomseurope.com

Inspiring case studies and discussions led by the European

 ruly best-in-class speaker panel

Register now at www.cemintelecomseurope.com

Check in with some of your expert speakers

vendor-neutral knowledge sharing platform avoid the sales

fully customizable agenda plan well ahead to ensure each

The next step in your customer experience evolution!

g Learn from JT Global and Orange Group how to

g Need to keep up with

g Establish how to exploit customer data to understand

g Establish how to give control and visibility to clients to

g Discover how to generate a continuous improvement

g Hear how to leverage digital to move from multi-channel

g Identify how to simplify complex order processes to

g Learn how to form product partnerships to enable upsells

ruly best-in-class speaker panel

o have a focus on B2B specific

ery well organised event, great

reat selection of speakers, high level of information

I would recommend this conference - getting in touch