CEM Global Summit 2016_1401

Discover how to gain company-wide buy in for CEM and leverage digital processes, customer feedback and advanced analytics to deliver a seamless customer experience across all channels and touch points

The world’s premier meeting place for the CEM in Telecoms community

Now in its 6th Year!

Conference: 26th – 27th January 2016Workshop Day: 25th January 2016Victoria Park Plaza, London, UK

www.customerexperienceevent.com

Headline Global Speakers at your Industry’s #1 CEM event include:

40+Expert Speakers

300+ Attendees

60+

70%+

30+

40%+ Countries Represented

Operator Attendees

Watch exclusive footage of the 2015 event x

Sponsors and Exhibitors

Representation from Outside Europe

Erim Taylanlar, CEO, Ncell

Rubaba Dowla, Chief Service Officer, Airtel Bangladesh

Markus Eberhard, SVP Online & Cross-Channel Development, Swisscom

Amanda Hutton, VP Customer Experience & Delivery, Optus

Jean-Marc Balquet, Customer Analytics Director,

Flavio Lang, CEO, TIM Fiber

Roman Ignatenko, Director New Technologies and Service Assurance, Bakcell

Fernando Straminsky, VP Customer Experience & Churn Management, DirecTV Panamericana

Sachin Kumar Das, VP Customer Service Mobility Operations, Aircel

Gary Trehair, Executive Head Self Service & User Experience,

Mehmet Ali Akarca, CEO Corporate Business, Turk Telekom

Will Gibson, VP Retail, Cable & Wireless

Henriette Jehner, VP Customer Experience Omnichannel and IVR, Deutsche Telekom

Jacqueline Fuentes, VP Business Customer Service and Experience, Globe Telecom

Jorge Mascarenhas, Head of Customer Experience,

Confirmed sponsors:

#CEMTelecoms


CEM IN TELECOMS GLOBAL SUMMIT 2016: WHAT YOUR BOSS NEEDS TO KNOW!

40+

60+

30+

300+

40%+

Speakers

Countries Represented

Sponsors and Exhibitors

Attendees

Attendees from Outside

Europe

Your industry’s

#1 CEM event

Don’t have time to read through this entire agenda? Then cut out this handy 1-page guide to CEM Global 2016 and share with your team!

Content you can count on, by the leading CEM minds in the telecoms industry, combining 500+ years of experience

Exclusive networking opportunities to enable you to foster old and create new relationships across the Telecoms community

Maximise your company’s time at the event by bringing the full team – check out page 22 for details of group booking savings

Globally benchmark your CEM strategies with over 250 of your peers to understand what’s required to remain competitive in 2016 and beyond

Learn through brand new formats that challenge you to think outside of the box

Off-site evening networking reception to interact with peers in a less formal setting, and see more of what London has to offer – see page 21 for full details

Bring your VP and C-level colleagues to the closed-door CEM Leaders Boardroom session where they can share their challenges and gather tips from competitors in a closed-door setting

All-new speaker panel, with diverse representation from Australia to Azerbaijan, Brazil to Belgium and South Africa to Switzerland – you can find the full list on page 4

Leading solution providers are on-site to provide you with knowledge of the latest and greatest technology solutions to optimise your CEM strategies

Two days of inspirational operator-led case studies, discussions and debates

Zero vendor product-led presentations – all must be operator-led and case study driven!

One interactive workshop day to gather practical, hands-on advice and share your challenges – full details on page 12

Six topic streams to choose from, to tailor your agenda to the issues most pressing to your company

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WELCOME TO CEM IN TELECOMS GLOBAL SUMMIT 2016!

Thank you to our Global Series Advisory Board members:

Franz Weisenburger SVP Customer Experience Design Deutsche Telekom

Radu Ciocan Group Director Customer Experience Ooredoo

Lynne Holmgren Global Head Customer Strategy & Operations Millicom

Rod Coleman European Director Customer Experience Liberty Global

Roman Nedielka Director Group Customer Experience Etisalat

Heinz Honemann Senior Executive Customer Experience Accenture

With customer experience one of the last remaining competitive differentiators, I hope you’ll be joining us as we return to London on 25th-27th January where the CEM discussions heat up once again.

Most operators understand the importance of customer centricity, but actually embedding CEM into the DNA of your business and ensuring that the customer is the driving force behind your company strategy is a completely different story! CEM Global 2016, the world’s premier meeting place for the CEM in Telecoms community your chance to gain the skills and insights needed to break down cross-functional silos and deliver a seamless experience for your customers.

Benefit from the insights of 40+ international C-suite, VP and Director-level speakers, with over 500 years’ combined experience in delivering the experiences their customers demand. Choose from multiple topic streams to tailor your agenda to the most pressing issues facing your organisation right now.

Here’s your chance to be a hero within your company, and crack those long-standing challenges - such as:

• How to align in-store, contact centre and digital processes and priorities to deliver a truly omnichannel experience for your customers?

• How to ensure your network our network and technical teams listen and act on the Voice of the Customer to ensure long-term satisfaction?

• How to exploit the wealth of customer data at our fingertips to accurately predict future demands and problems?

Registering is easy - just visit www.customerexperienceevent.com, email us at [email protected], or give us a call on +44 (0) 207 036 1300

On behalf of the entire CEM Global team, we look forward to meeting you in London this January

Best wishes,

Zoe Amos Director – CEM in Telecoms Global Series


NEW FOR 2016!

Same old time. Same old place. But not just the same old event!Alongside the old favourites that you ask for each and every year, we’ve taken on your feedback to up our game for 2016 and deliver the content that you want. Plus – a conference isn’t just about work, so we’ve added in a few fun features we hope you’ll love.

Share your ideas and join the conversation now!

Follow us on Twitter: @TelecomsForum #CEMTelecoms

Join our LinkedIn Group: Telecoms IQ Professional Network

There’s an app for that

No more sales pitches!

Back to the boardroom

The early bird catches the worm

We’re going paperless! Download the CEM Global 2016 app to ensure you’re up-to-date with all the latest agenda changes, connect with other event attendees, and feel smug in the knowledge you’re saving a few trees too.

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 operator peers, and you reap the benefits of their past investments

As the Voice of the Customer is finally being heard and acted on by the C-suite, make sure your Chief Customer Officer doesn’t miss out on the closed-door, top secret CEM Leaders Boardroom sessions.

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

Benchmark your CEM maturity

Stay on the ball

Take time to chill out

See more of the city

There are many operators across the globe at the same stage of their CEM journey as you. Tailor your agendaand make sure you take home their strategies for success!

Concentrating for a whole 30 minutes can be tricky. The ideaPitch sessions will provide you with quick-fire cutting-edge strategies and solutions to your challenges, in bite-size chunks of no more than 7 minutes.

Had one presentation, hand-shake or smile too many? Head to the VIP Networking lounge for some quick R&R – perfect for a 10-minute pit stop in between sessions!

We know you don’t want to come all the way to the UK just for a conference. So this year we’ll be taking you out into the city for the evening networking reception, where you can view London in all its nighttime glory from the comfort of a luxury boat cruise


INSPIRING CASE STUDIES AND DISCUSSIONS LED BY 40+ GLOBAL CEM EXPERTS:

Erim TaylanlarCEO

Mehmet Ali AkarcaCEO Corporate

Business

Fahida SaibChief Client Services

Officer

Rubaba GowlaChief Service Officer

Roman IgnatenkoDirector New

Technologies and Service Assurance

Fernando StraminskyRegional VP Customer

Experience & Churn Management

Markus EberhardSVP Online &

Cross-Channel Development

Jacqueline FuentesVP Business

Customer Service and Experience

Sachin Kumar DasVP CS Mobility

Operations

Henriette JehnertVP Customer

Experience IVR & Omnichannel

Lars GudbrandssonVP Customer

Channels

Carlos GrahamVP Customer Experience

Amanda HuttonVP Customer Experience &

Delivery

Will GibsonVP Retail

Bas WolfsGlobal Director Omnichannel Distribution

Jean-Marc BalquetCustomer Analytics

Director

Susan WakefieldCustomer

Experience Director

Saida GuliyevaCustomer Relations

Director

Turn Over... >>>


AND THE LIST CONTINUES...

Johann SchradtDirector Customer

Experience Assurance

Stephen EssienDirector Customer

Operations

Thorleif Astrup Hallund,

Director Customer Experience &

Service Design

Jeremy CurtinDirector of Digital

Luka BaranovicE2E Customer

Experience Director

Filipa HenriquesDirector Customer Care & Continuous

Improvement

Vit SubertBusiness Division

Director

Gary TrehairExecutive Head

Self Service & User Experience

Jorge MascarenhasHead of Customer

Experience

Rudy DalimuntheHead of Customer

Experience Management

Hany MokhtarCustomer

Experience Director

Herbert SchoebelDigital Director


HOW DO YOUR SPEAKERS DEFINE EXCELLENT CUSTOMER EXPERIENCE?

“A good experience is one that makes me want to do it again!”

“A good experience is one that meets exactly the expectation of the customer, i.e the problem was solved, in an acceptable timeframe, by a professional representative of the organisation.”

“The problem is, most people think they know what customers want, so they know how to enhance customer experience…, for me good customer experience is when the customer feels that their expectations are met”

“We believe that the effort a customer experiences when interacting determines whether the experience is good or not. So based on the Customer Effort Score model (CES) we believe that a good customer experience during an interaction is if the customer rates the interaction as one with having little effort to fulfill other needs”Jorge Mascarenhas

Head of Customer ExperienceO2 UK

Will GibsonVP RetailCable & Wireless Communications

Andri WibawantoVP Customer Care Management, Telkomsel

Markus EberhardSVP Online and Cross-Channel DevelopmentSwisscom

“A good customer experience is frictionless. It is basically a combination of convenience, consistency, responsiveness and relevancy provided to a customer in the form of interactions (e.g., via human, or objects) creating a positive relationship with the customer and usually leading to trust.”

“A good experience is quite simply when the customer says it is good”

Fahida SaibChief Client Services Officer Internet Solutions

Natawat Saigosoom,Deputy Director Customer Intelligence and Insight, True Corp


YOUR 2016 AGENDA AT A GLANCE

Breakfast Briefing: NEW! Optimising customer interactions within the contact centre Moving from a sales to service-centric environment whilst hitting commercial targetsCreating a ‘great place to work’ - reduce employee turnover and increase customer focus

Morning Plenary Session: Embedding a customer-centric culture across your business Breaking down silos and winning the hearts and minds of employees across all departmentsUnderstanding the view from the boardroom: How can the C-suite influence company-wide cultural change?

Stream A: Building the foundations for a high-performing customer experience and care function Justifying the ROI of customer experience to gain senior level buy-inDeveloping customer-centric go-to-market propositions

Stream B: NEW! Instilling the customer into multi-channel process design Mapping and proactively redesigning the customer journey across multiple channelsMoving from multiple channels to a seamless omni-channel customer experience

Stream C: Driving the customer experience through the network Bridging the gap between your customer facing and technical departments to decrease issue resolution times and ensure a 360 degree view of the customerLeveraging network intelligence to enhance customer satisfaction

Plus NEW! CEM Leaders Boardroom (by invitation only) Top-secret discussions for VP and C-suite CEM leaders in a closed door setting. Email [email protected] to request your invitation!

Afternoon Plenary Session: NEW! Interactive Discussion Groups: How can you maximise the ROI of your CEM investments?

Offsite Evening Networking Reception: NEW! The Thames by Night

Breakfast Briefing: NEW! Simplifying the customer invoice Moving from a sales-centric to service-centric environment whilst hitting commercial targetsDeveloping a ‘great place to work’ to reduce employee turnover and increase customer focus

Morning Plenary Session: NEW! Transforming your retail outlets Simplifying your in-store processes to facilitate interaction and sales opportunitiesBringing digital technologies into the retail environment

Stream A: NEW! Digitally transforming the customer experience Bringing digital channels into the heart of your CEM strategySimplifying your online offerings to increase engagement and revenues

Stream B: Delivering customer excellence in the B2B market Identifying principles from your consumer CEM programme and apply to the business marketDeveloping client-centric ways of working to build long-term trust and loyalty

Afternoon Plenary Session: NEW! Developing truly experiential propositions Differentiating from your competitors through experience-led offeringsAssessing what’s in store for CEM in the telecoms industry in 2016 and beyond

Pre-Conference Workshop Day: Monday 25th JanuaryTake a break from the telecoms world and benefit from three interactive workshops led by cross-industry experts, who will guide you through how to successfully overhaul your internal structures to embed customer-centricity into the DNA of your organisation

Conference Day One: Tuesday 26th January Conference Day Two: Wednesday 27th January

“To have a focus on B2B specific content was priceless – it is so rare to find such

dedicated quality content” Marketing Studies Manager, Orange Business Services

@ CEM in Telecoms B2B


CEM GLOBAL 2016: THE FLAGSHIP EVENT IN OUR CEM IN TELECOMS GLOBAL SERIES

CEM IN TELECOMS GLOBAL SUMMIT London, UK, January 2016

CEM IN TELECOMS LATIN AMERICA Lima, Peru, March 2016

CEM IN TELECOMS NORDICS Stockholm, Sweden, April 2016

CEM IN TELECOMS AFRICA Dar es Salaam, Tanzania, May 2016

CEM IN TELECOMS ROUNDTABLES: UK & IRELAND Dublin, Ireland, May 2016

CEM IN TELECOMS B2B London, UK, June 2016

CEM IN TELECOMS EUROPE Prague, Czech Republic, September 2016

CEM IN TELECOMS NORTH AMERICA Atlanta, USA, October 2016

“Very good speakers and mix of people, with a useful and relevant agenda”

Senior Customer Experience Consultant, Verizon @ CEM in Telecoms Nordics

“It’s great to learn of best practices from your colleagues in the US and around the world.

I always look forward to the Customer Experience conferences and am able to take

relevant ideas back to my local group” Process Improvement Leader,

Cox @ CEM in Telecoms North America

“It was very good, there were some excellent presentations and interesting questions

answered” VP Customer Operations,

Nuevatel @ CEM in Telecoms Latin America

“Excellent networking opportunity with interesting insights on how other operators

address customer experience” Head of Online Care & Sales SMB,

Swisscom @ CEM in Telecoms Europe


WHO WILL YOU MEET AT CEM IN TELECOMS GLOBAL SUMMIT 2016? Each year old friends and new faces from across the world gather in London to discuss their biggest CEM challenges, and strategies for success, and 2016 will be no different!

Customer ExperienceCustomer Service/CareCustomer Insight/AnalysisDigital/Online CareCorporate Customer ManagementNetwork Performance

Western EuropeEastern EuropeMiddle EastAsiaThe AmericasAfricaOther

VP/C-SuiteDirector-levelHead of DepartmentManagerOther

Attendee Breakdown: Past attending companies have included:

BY JOB FUNCTION

BY GEOGRAPHY

BY SENIORITY40%

25%

25%

40%

10% 35%10% 15%

15% 15%

15% 5%5%

10%5%

5%10%

25%

“Very well organised event, great networking opportunities – I gained a

lot of insights from best practices around the world”

Customer Care Manager, CYTA


REASONS YOU SHOULD SPONSOR CEM IN TELECOMS GLOBAL SUMMIT 2016 On the basis of sponsor and delegate feedback, Telecoms IQ 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 sponsor’s 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

Networking – Maintain existing relationships and make new contacts

On-Site Post-EventPre-Event

Thought Leadership

• Whitepaper email marketing • Telecoms IQ newsletter placement

• Client-led keynotes & testimonials • Workshops and Discussion Groups • Tech demonstrations

• Whitepaper/presentation placement on the Telecoms IQ content centre or event site • Presentation marketing to other events in the series

• Targeted delegate acquisition campaigns • Prospect listing

• On-site introductions • Private lunches and breakfast briefings • Evening networking sessions

• Email introductions • LinkedIn introductions • Access to Telecoms IQ community

• Online presence on event website • Listings and logos on all event materials

• Lanyard / App / VIP Room sponsorship • Literature seat drops and flyer handouts

• Post-event email • Survey sponsorship • Social media marketing

Lead Cultivation

Brand Awareness


2016 FLOOR PLAN

2015 entirely sold out! Reserve your place now to avoid disappointment

What have past sponsors of the CEM in Telecoms Global Series said?

“We had some great discussions with operators and service providers that we

hadn’t spoken to before. We also made some great introductions with the global operator

base that was represented at the event”

MDS – Chief Marketing Officer

“The event gave us valuable brand awareness and follow-up opportunities with Service

Providers across the region”

Ciqual – VP Marketing

“The conference circuit gets busier every year; but having invested in a number of telecoms conferences over the 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

Sold

CATE

RING

CATERING

Reserved

CATE

RING

CATERING

https://www.youtube.com/watch?v=UBgjSkNGTtw


PRE-CONFERENCE WORKSHOP DAYMONDAY 25TH JANUARY 2016

09:30 Registration & Coffee

10:00 WORKSHOP A - Determine how to digitally transform your organisation to enhance your customers’ experience There’s no hiding from the fact that your customers are going digital, and to continue delivering the experiences they expect, you will have to do so too! In this interactive workshop you can: Establish how to create and leverage a digital customer journey map to enhance the customer experience Determine how to align the digital experience with your core brand values and messaging Identify how to make your digital customer touch-points more user-friendly - Simplifying processes and the user interface - Leveraging customer insights/feedback Discuss how to optimise the ROI of your digital sales and service channels For updates on your workshop facilitator, please visit www.customerexperienceevent.com

12:00 Networking Lunch

13:00 WORKSHOP B - Discover how to inspire employee engagement and gain company-wide buy-in to build a truly customer focused culture To engage your customers, you must first engage employees from all areas of the business and get them on-side. In this hands-on workshop, you will: Establish how to secure company-wide buy-in to your customer experience strategy Determine how to empower employees to deliver an optimal customer experience and develop a customer-centric mind set Examine how to identify the root causes of employee motivation gaps in order to improve team performance and ultimately the customer experience For updates on your workshop facilitator, please visit www.customerexperienceevent.com

15:00 Networking Refreshments

15:30 WORKSHOP C - Huawei CEM Elite Club - Taking Customer Experience to New Levels Huawei launched their CEM Elite club in Indonesia April 2015, and this is their fourth event. In this interactive workshop, you’ll hear real-life case studies of successful CEM implementations across multiple fields - topics will include but are not limited to: solution architecture, industry standard and benchmarking, and ROI evaluation. Vote for the best solution proposed by one of the expert “Elite Club” speakers, and receive Huawei’s “Elite Card” to gain special access to future Huawei-sponsored events and consultancy sessions Facilitators and presenters include: Michael Ivanov, Head of CEM Improvement Western Europe, Huawei Yap Kok Ho, PTHS CTO, Huawei Peter Lam, Managing Director Engineering, PCCW Nikjos Panopoulos, CTO, WIND Hellas

17:30 End of Workshop Day“The workshops are really great since they provide the opportunity to share

and contribute in small groups”Head of Customer Experience,

Go Malta @ CEM in Telecoms Europe


CONFERENCE DAY ONETUESDAY 26TH JANUARY 2016

08:00 Breakfast Briefing – Developing a Best-in-Class Contact Centre In this interactive session, delegates will be guided through some of the key strategies they should implement to increase customer satisfaction and revenues within both their internal and outsourced contact centre environments. Submit your challenges in advance to ensure they are top of the agenda for this discussion based problem-solving session For updates on your briefing facilitator, please visit www.customerexperienceevent.com

09:00 Welcome Address Zoe Amos, CEM Global Series Director, Telecoms IQ

09:05 Opening Remarks from the Chair Melissa Harris, Founder & CEO, Telecom Training Corporation

09:15 CEO-led Panel Discussion- How can you break down silos within your organisation and drive accountability for the customer experience across all job functions and departments? How can you create a culture of collaboration and shared accountability to break down information silos and maximise employee engagement? Which KPIs and incentives can and should you leverage to promote the customer experience? How can you identify customer champions within each department, and nurture and reward these people to keep delivering for customers? How can C-suite engagement and prioritisation impact a company-wide cultural change? Mehmet Ali Akarca, CEO Corporate Business, Turk Telekom Erim Taylanlar, CEO, Ncell

09:45 Why customer experience and enterprise architecture guys need each other for Omnichannel Paul Blake, Principal Customer Management Enterprise Architect, Vodafone Group Services Presentation delivered in association with Huawei

10:15 Customer Centricity Showcase – Determining how to develop a company-wide “Customer First” culture It is a well-established fact that happier employees = happier customers and vice versa. So how can you enhance your eNPS (employee NPS) and truly engage each of them with the concept of customer-centricity? In this session, two experts will share the initiatives that they have implemented during their cultural transformation journeys - get ready for some best-practice examples as well as a few “what not to do’s”, and make sure you have your questions ready for the joint Q&A that will follow! Johann Schradt, Director Customer Experience Assurance, du Carlos Graham, VP Customer Experience, ETB

11:30 Find your value path in the CEM labyrinth Identifying what you need to effectively manage the Customer Experience and transform it into a value for your company Discussing the main key turn points to enable and support the transformation Exploring a real-life telecom operator case study Presentation delivered in association with Ericsson



CONFERENCE DAY ONE TUESDAY 26TH JANUARY 2016

STREAM A Building your CEM and care strategy

STREAM B Embedding the customer into multichannel process design

STREAM C Focusing on the

Network Experience12:30

13:05

Determining how Ncell deliver excellence for customers in times of crisis Understanding how to meet customer expectations in the Nepalese market Learning how Ncell prepare for the worst, and develop contingency plans for when natural disaster strikes Discussing how to work effectively both internally and with your outsourced partners to alleviate issues as quickly as possible Erim Taylanlar, CEO, Ncell

Learning how DirecTV leverage analytics to enhance their multi-channel processes Establishing how DirecTV developed and

implemented a suite of NPS and analytics tools to better understand customer needs, that won a global Gartner recognition

Learning how DirecTV are leveraging these tools to effectively mine their customer data and processes and identify areas of improvement

Determining how DirecTV used their customer data to develop their Full Experience programme to continuously improve the customer experience across multiple layers

Fernando Straminsky, Regional VP Customer Experiencet, DIRECTV PanAmericana

Determining how Swisscom are moving from delivering an online-centric to omni-channel customer experience Identifying why and how Swisscom encouraged their customers to focus on self-care and other online interactions Understanding how Swisscom have adapted their strategy to focus on cross-channel interactions and reduce customer effort Learning how Swisscom have broken down silos between different channels to ensure a seamless experience for customers - Creating a “customer experience owner” to align channel activity - Providing consistent systems and processes across all channels Discussing Swisscom’s roadmap for their future cross-channel activities to maintain their high NPS and continue reducing customer effortMarkus Eberhard, SVP Online & Cross-Channel Development, Swisscom

Identifying how Bakcell measure and maximise the network and customer experience Exploring how Bakcell monitor the end-to-end customer experience and proactively identify potential issues across their - Networks - Contact centres - Online channels Establishing how Bakcell leverage this end-to-end view to generate scorecards and provide board-level visibility of the best and least well performing areas of their business Determining how to leverage your network and customer data to prioritise future network and customer investments Yigit Berktas, CTO, Bakcell

Fight Back Against the ISP Scorecards Evaluating bandwith speed scorecards

such as Netflix’ ISP Speed Index, Ookla Seedtest.net and Google’s Video Quality Report

Understanding how to identify how much data is traversing your networks and where the traffic is heaviest to gain a better perspective of QoE

Exploring how network engineers can use their own QoE scorecard to isolate the various causes and locations of problems for better network planning and management and to improve current and next-generation business class services

Thomas Vasen, Sr. Director of Subscriber Experience Marketing, Procera Networks

Streamed Sessions continue on the next page! >>>

Exploring how Croatia Telekom proactively design customer experiences Determining how Croatia Telekom are moving their CEM strategy from a ‘clean up’ operation to a design operation now they have fixed the basics - Changing internal mind-sets at the middle management level - Moving from a reactive to proactive customer experience Learning how Croatia Telekom map and create customer journeys to better understand and resolve potential issues Establishing how Croatia Telekom bring the customer into the heart of product and proposition design to build up trust in their brand Discussing how the new design-led culture is impacting customer satisfaction and spendingLuka Baranovic, E2E Customer Experience Director, Croatia Telekom


CONFERENCE DAY ONE TUESDAY 26TH JANUARY 2016

14:30

13.30 Networking Lunch

Learning how Zain’s Customer Centricity Index enables customer experience success Identifying how Zain measure the customer experience across different channels and touch points Determining how Zain have used this data to develop a customer centricity index that is communicated across their business Discussing how Zain leverage their customer centricity index to proactively improve their products and processes across different channelsHany Mokhtar, Customer Experience Director, Zain KSA

Determining how O2 developed their truly experiential proposition: The O2 Gurus Identifying the roles and responsibilities of

O2 Gurus across multiple channels, and learning why customers love them

Discussing how O2 built the business case for the Guru concept in an industry primarily focused on short-term trading and sales targets

Establishing how to onboard key stakeholders across your business for experiential propositions such as the O2 Gurus

Jorge Mascarenhas, Head of Customer Experience, O2 UK

15:00 5 min changeover

CLOSED-DOOR CEM LEADERS BOARDROOM In association with EdgeVerve

By invitation only

This is a chance for up to 20 VP and C-level customer experience executives to discuss the topics hot on their agenda in a private yet open

session. With an agenda set by you, and no Powerpoint slides to disturb the flow, this is your chance to participate in an open debate whilst ensuring your contributions remain top secret!

To suggest a discussion topic, and find out if you qualify for an invitation, please

email [email protected]

15:05 Learning how to deliver and sustain an excellent customer experience with limited budget and resources Establishing how to set up and maintain your CEM

strategy at a time when you are facing cost-cutting measures

Understanding how to use the Voice of the Customer to prioritise investments and resources

Determining how far you can cut back: what can/can’t you stop doing in order to maintain a good customer experience?

Sachin Kumar Das, Vice President (National Head) CS Mobility Operations, Aircel

Learning how Sky Italia are turning NPS into value Identifying the steps Sky are taking to move from NPS being purely a KPI, to it being a core part of the long-term company strategy Establishing how Sky redesigned their onboarding processes as a result of their NPS measurements to deliver a superior experience for customers Exploring further examples of how Sky have translated customer-centric metrics into true value for the customerSusan Wakefield, Customer Experience Director, Sky ItaliaStefano Fiorentino, Customer Marketing Director - Retention, Reward & Engagement, Sky Italia

15.40 Networking Refreshments

16.10 Interactive Discussion Groups: How can you maximise the ROI of your customer management activities and investments? In this final session, discuss your key learnings from the day, whilst working to determine how you can display a true ROI from their CEM activities. 10 tables will run concurrently, each on a different subject, and within the session delegates will have time to select 2 out of these 10 topics to discuss. Sign up in advance to reserve your place at your preferred discussion group - topics include the contact centre of 2020, digital service enablement, customer analytics, network security, online customer care and many more - watch this space for updates! Session delivered in association with:

18:00 Closing Remarks from the Chair

18:30 Offsite Networking Drinks Reception


CONFERENCE DAY TWOWEDNESDAY 27TH JANUARY 2016

08:00 Breakfast Briefing – Simplifying the Customer Invoice In this interactive session, delegates will be guided through some of the key confusions customers have with both their electronic and paper bills, and the strategies they should implement to reduce these, as well as determine how to leverage this key customer touch point as an upsell opportunity. Submit your challenges in advance to ensure they are top of the agenda for this discussion based problem-solving session For updates on your briefing facilitator, please visit www.customerexperienceevent.com

09:00 Opening Remarks from the Chair Emma Mohr-McClune, Principal Analyst, Current Analysis

09:15 Determining how Cable & Wireless achieved a “Once in a Generation” customer experience transformation in telecoms retail Outlining Cable and Wireless’ investment-led transformation strategy “Project Marlin” and their vision for 2020 Discussing the pre-transformation retail situation and landscape Determining how Cable & Wireless leveraged extensive customer research and focus groups to transform the retail experience - Splitting traditional service & technical help & advice - Focusing on customer education through live product demos Identifying which technology investments had the greatest impact on Cable & Wireless’ retail transformation - Self Service Kiosks - Digital Marketing - Retail POS & Transaction Improvements Assessing the impact of Cable & Wireless’ new flagship stores on revenues, customer feedback and NPS Will Gibson, VP Retail, Cable & Wireless

09:45 Learning how Mobistar have moved from a sales-centric to service centric retail model Establishing how Mobistar underwent an 18-month nationwide store refit to bring digital into the heart of the in-store experience Determining how to strike the right balance between speed of execution and customer feedback to ensure that new tools and features are accepted and used by both employees and staff effectively Identifying how Mobistar overcame the internal challenges of shifting their focus from sales to service across their internal and partner-owned stores - Accepting that ROI of a service-centric business model is much harder to demonstrate - Weighing up operational risk against customer experience improvements - Engaging employees with new compensation structures Discussing both the commercial and customer satisfaction performance of Mobistar stores since their transformation Jan Heyens, Director Retail Transformation, Mobistar

10:15 Interactive Panel Discussion: How can you simplify the customer experience? How can you become a truly multichannel organisation and develop consistent processes across each of your sales and service channels to reduce customer confusion? How can you reduce the complexity of offering multiple product sets and rationalise your offerings whilst still providing enough choice for customers? How can you effectively govern your customer facing, process development product teams to ensure complexity does not return over time? To what extent should company-wide simplification be a top-down, versus a bottom-up initiative, or are there ways of combining the two? Sachin Kumar Das, Vice President (National Head) CS Mobility Operations, Aircel Amanda Hutton, VP Customer Experience & Delivery, Optus

11:00 CEM IdeaPitch session – Six strategies, Six minutes, You Decide! IdeaPitch is a high energy session, where six participants have six minutes each to deliver a compelling presentation on a customer experience strategy, technology or way of working, using the most imaginative means possible – video, audio, technology, audience participation, props (but no Powerpoint slides!). In those six minutes they have to demonstrate why their idea or solution is a game-changer to avoid being buzzed off the stage by the expert judging panel!



CONFERENCE DAY TWO WEDNESDAY 27TH JANUARY 2016

STREAM A Embracing the rise

of digital care

STREAM B Delivering CEM excellence

in the B2B market12:15

12:50 Learning how Deutsche Telekom are successfully transitioning to an eCompany Identifying which interaction channels will benefit from automation, and how to ensure a seamless wexperience for customers across these channels Understanding how Deutsche Telekom have developed seamless self-care processes to keep up with strong German competition, and are transforming into an eCompany Establishing how Deutsche Telekom proactively encourage their customers to leverage self-care channels pre-, during and post-interaction Discussing the next steps for Deutsche Telekom in their e-transformation journey and the impacts of these on the customer experienceHenriette Jehnert, VP Customer Experience IVR &

Establishing how Turk Telekom have developed a B2B-specific customer experience framework within their organisation Determining how Turk Telekom built a CEM framework based around what really matters to their corporate customers Understanding how Turk Telekom leverage client feedback to prioritise investments and resources Learning how Turk Telekom engage their sales and account management teams with theit CEM framework to ensure consistent delivery across the business

Determining how Internet Solutions developed a client-centric segmentation model Exploring how Internet Solutions transformed their client interactions based on a series of pilot programs carried out with their 10 most loyal customers Learning how Internet Solutions moved from internal metrics to measuring against key success factors committed to each of their clients Identifying how the differentiated service model has enabled an increase in client satisfaction from 67% to 88%Fahida Saib, Chief Client Services Officer, Internet Solutions

12:45 5 minute changeover

13:20 Networking LunchStreamed Sessions continue on the next page! >>>

“Best in class conference organisation!” CSenior manager development and support,

Bilzoo Broadband & Media

Interactive Panel Discussion – How can you put the people, systems and processes in place to deliver excellent digital customer care? How can you make the business case for digital transformation of your organisation? Is this something you can even control? How can you create a corporate digital culture and get all areas of the business engaged with these activities? How can you leverage digital channels to reduce costs and inefficiencies? How can you encourage consumer adoption and uptake of your digital channels?

Panel sponsored by Amdocs


CONFERENCE DAY TWO WEDNESDAY 27TH JANUARY 201614:20 Self-Service Showcase:

The Vodacom Perspective Discussing how emerging market customers respond to digital channels, and how to engage them with the online world Determining how Vodacom have developed an online self-care system that is easy-to-use and delivers a consistently positive customer experience Identifying the key success factors for developing a self-care solution and successfully migrating customers across from stores and contact centres Gary Trehair, Executive Head Self Service and User Experience, Vodacom

Establishing how O2 Czech Republic are transforming their business division to enhance their customers’ experience Exploring how O2 moved their salesforce from the desk to the field to ensure they better understand customer needs and forge strong customer relationships Determining how O2 optimised their customer care process to reduce headcount and costs without negatively impacting the customer experience Identifying how O2 are working to align the priorities of their sales force and product teams to ensure seamless service delivery for customers Discussing the initial impacts and lessons learned as a result of O2 s business division transformation, and identifying the next steps on their customer experience journey Vit Subert, Business Division Director, O2 Czech Republic

14:55 How Rogers Communications deliver first-class digital experiences Neel Dayal, Director of Digital Service & Support, Rogers Communications

Presentation sponsored by Spatialbuzx

15:25 Mobile Communications the Mobile Vikings Way Stijn Martens, CMO, VikingCo

16:00 Interactive Panel Discussion: Looking to the Future - What’s next for CEM? In the final session of CEM Global 2016, take the chance to pose your burning questions to this expert panel, and get their predictions for the year ahead. What new challenges will there be? What solutions will be of use? And what can you do to keep up with new innovations in this field? Stijn Martens, CMO, VikingCo Filipa Henriques, Director Customer Care and Continuous Improvement, Zap Rubaba Dowla, Chief Service Officer, Airtel Bangladesh

16:30 Closing Remarks from the Chair & Survivors’ Photo


SPONSORS

ALCATEL-LUCENT Website: www.alcatel-lucent.comWe are at the forefront of global communications, providing products and innovations in IP and cloud networking, as well as ultra-broadband fixed and wireless access to service providers and their customers, and to enterprises and institutions throughout the world. Underpinning us in driving the industrial transformation from voice telephony to high-speed digital delivery of data, video and information is Bell Labs, an integral part of the Group and one of the world’s foremost technology research institutes, responsible for countless breakthroughs that have shaped the networking and communications industry. Our innovations have resulted in our Group being recognized by Thomson Reuters as a Top 100 Global Innovator, as well as being named by MIT Technology Review as amongst 2012’s Top 50 “World’s Most Innovative Companies”. We have also been recognized for innovation in sustainability, being named Industry Group Leader in the Technology Hardware & Equipment sector in the 2013 Dow Jones Sustainability Indices review, for making global communications more sustainable, affordable and accessible, all in pursuit of the Group’s mission to realize the potential of a connected world.

With revenues of Euro 14.4 billion in 2013, Alcatel-Lucent is listed on the Paris and New York stock exchanges (Euronext and NYSE: ALU). The company is incorporated in France and headquartered in Paris.

For more information, visit Alcatel-Lucent on: http://www.alcatel-lucent.com, read the latest posts on the Alcatel-Lucent blog http://www.alcatel-lucent.com/blog and follow the Company on Twitter: http://twitter.com/Alcatel_Lucent.

SpatialBuzz Website: www.spatialbuzz.comSpatialBuzz is an award winning and innovative cloud-based customer experience analytics and service monitoring platform for network operators. SpatialBuzz improves customer satisfaction and brand loyalty by providing the same up-to-date network status and coverage information across your mobile, web and voice interaction channels with customers.

SpatialBuzz derives valuable operational insights by continuously monitoring activity across all touch-points, giving a unique crowd-sourced view of network performance, an early-warning of emerging service issues and a benchmark of performance during and after major network changes. SpatialBuzz has been successfully deployed by Tier 1 mobile operators in major European markets.

Customers are more demanding and astute than ever before, and their expectation for immediate attention and feedback can cause significant strain on a company’s operations and reputation, especially at times of change and incident.

The SpatialBuzz CEM solution has proven that the adoption of a more transparent approach to communicating the status and capability of the services an operator provides is a positive way to help retain and acquire customers. By implementing the SpatialBuzz self-help software, customers have access to near real-time status and performance information displayed geographically on the web and via a handset application, negating the need to phone a call centre.

ERICSSON Website: www.ericsson.comEricsson is the driving force behind the Networked Society - a world leader in communications technology and services. Our long-term relationships with every major telecom operator in the world allow people, business and society to fulfill their potential and create a more sustainable future.

Our services, software and infrastructure - especially in mobility, broadband and the cloud - are enabling the telecom industry and other sectors to do better business, increase efficiency, improve the user experience and capture new opportunities.

With more than 110,000 professionals and customers in 180 countries, we combine global scale with technology and services leadership. We support networks that connect more than 2.5 billion subscribers. Forty percent of the world’s mobile traffic is carried over Ericsson networks. And our investments in research and development ensure that our solutions - and our customers - stay in front.

Founded in 1876, Ericsson has its headquarters in Stockholm, Sweden. Ericsson is listed on NASDAQ OMX stock exchange in Stockholm and the NASDAQ in New York.

HUAWEI Website: www.huawei.comHUAWEI SmartCare CEM solution can truly manage customer experience by associating the quality of experience modeling with aggregated Per Service Per User(PSPU) service quality management and multi-vendor network metrics to achieve end-user centric management practice, increase customer lifetime value and improve operational efficiency.

Sponsors

Separate Reality Website: separatereality.co.ukSeparate Reality are experts in self-care and customer management systems. We believe that customers deserve more from their communications, media and utility providers • starting with smart, engaging, interactive experiences. We also believe that high quality can be delivered at affordable prices. We deliver engaging and effective user experiences for both consumers and staff alike, where they can sign up, make changes, provision and interact quickly and simply when ever and where ever they want, whether they’re using a desktop portal, smart technology or simply phoning up the call centre. We don’t just deliver solutions that look good, they work at a deep and powerful level with major billing systems’ data.

And it’s all tailored in the most effective way for your brand.

We have proven that enhancing your customer’s end to end experience not only boosts long term brand loyalty but also reduces operational costs and improves sale opportunities.


SPONSORS AND MEDIA PARTNERS

EdgeVerve Systems Website: www.edgeverve.comEdgeVerve Systems, a wholly owned subsidiary of Infosys, develops innovative software products and offers them on-premise or as cloud-hosted business platforms. Our products help businesses develop deeper connections with stakeholders, power continuous innovation and accelerate growth in the digital world. We power our clients’ growth in rapidly evolving areas like banking, digital marketing, interactive commerce, distributive trade, credit servicing, customer service and enterprise buying.

AssistEdge, our flagship offering in the customer experience and service space, delivers an integrated, cross-channel experience and reduces service intensity by enhancing operational productivity.

[24]7 Website: www.247-inc.com[24]7 makes customer service and sales simple. Our platform and applications use big data and predictive analytics to understand customers and drive better service and sales results for large enterprises. [24]7’s platform enables an omnichannel interaction experience. We connect customer interactions across an enterprise’s web, mobile, chat, social, and phone channels. It’s all in real-time and in the cloud. [24]7 is the largest provider of chat agents with 5000 dedicated chat agents providing digital assistance. Our solutions and services drive immediate business results. We increase revenues, reduce service and sales costs, and create more satisfied customers.

Spitch Website: spitch.chSpitch uses advanced speech technologies to enhance and streamline call centres’ customer service.

Our semantic recognition and speaker verification products extract real meaning from customer conversations in real time and improve customer satisfaction.

Partnering with integrators or companies, our bespoke solutions continually adopt the latest in machine learning science.

Calvi Website: www.calvi.nlCalvi envisions a world where the complexity of B2B billing & invoicing is history and all Telco customers, big and small, receive clear and transparent invoices and reports. A world in which all customers can easily understand and process the invoice information and Telcos no longer receives invoice-related calls. A world in which customers always pay fast and all Telcos deliver the end-to-end customer centricity their customers expect of them. Calvi’s bill presentment (EBPP), expense management (TEM) and special billing (VIP Billing) solutions enhance Telco’s B2B Billing & Invoicing both in front-end and back-end. Calvi’s total software suite delivers the Telco’s ‘Operations’ concrete bottom-line savings, brings their ‘Sales’ additional revenue opportunities and helps their ‘Marketing’ create peak-end experiences to its B2B customers. In special cases, such as bids or churn-risk, Calvi helps Telcos with targeted solutions and support for individual high-value customers. Calvi software does not require complex integration with existing (legacy) systems and often is deployed quickly.

Gigamon Website: www.gigamon.comGigamon provides an intelligent Visibility Fabric™ architecture for enterprises, data centers and service providers around the globe. Our technology empowers infrastructure architects, managers and operators with pervasive and dynamic intelligent visibility of traffic across both physical and virtual environments without affecting the performance or stability of the production network. Through patented technologies and centralized management, the Gigamon GigaVUE portfolio of high availability and high density products intelligently delivers the appropriate network traffic to management, analysis, compliance and security tools. With over eight years’ experience designing and building traffic visibility products in the US, Gigamon solutions are deployed globally across vertical markets including over half of the Fortune 100 and many government and federal agencies.

Amdocs Website: www.amdocs.com.For 30 years, Amdocs has ensured service providers’ success and embraced their biggest challenges. To win in the connected world, service providers rely on Amdocs to simplify the customer experience, harness the data explosion, stay ahead with new services and improve operational efficiency. The global company uniquely combines a market-leading BSS, OSS and network control and optimization product portfolio with value-driven professional services and managed services operations. With revenue of $3.3 billion in fiscal 2013, Amdocs and its 22,000 employees serve customers in more than 80 countries. Amdocs: Embrace Challenge, Experience Success.

Sponsors

Procera Networks, Inc. Website: www.proceranetworks.com Procera Networks, Inc. (NASDAQ: PKT), the global Subscriber Experience company, is revolutionizing the way operators and vendors monitor, manage and monetize their network traffic. Elevate your business value and improve customer experience with Procera’s sophisticated intelligence solutions. For more information, visit http://www.proceranetworks.com or follow Procera on Twitter at @ProceraNetworks.

Intent HQ Website: www.intenthq.comIntent HQ is a customer science company. We manage and enrich your customer data in the cloud, enabling browser-based customer insights, segmentation, and targeting, as well as individualised customer experiences. Brands that use Intent rapidly increase the speed at which they can gain customer insight, resulting in increased retention, higher engagement, and lower ad spend.

Diabolocom Diabolocom is a creator and operator of customer interaction management solutions across all contact channels, including telephone (IVR, ACD), email and live chat, for medium-to large-sized businesses.


SPONSORS

Sorriso Website: www.sorrisotech.com/products/Sorriso Technologies Ltd. is a leading provider of enterprise level, bill-centric customer Self Care software and services to businesses worldwide. Since 2001, Sorriso has delivered scalable, reliable, best of breed online solutions to leading companies in the Telecommunications, Cable & Media, Financial Services, Utilities, Food & Beverage, and Insurance sectors. Our expertise is digital Self Care with an ever evolving product roadmap of modules and features designed to push the future of the digital customer experience. Our offerings are: • Persona Interactive Video by Sorriso™ • Sorriso Self Care • Sorriso Enterprise Self Care • Sorriso Cloud Visit our website: www.sorrisotech.com/products

LogMeIn Website: www.logmein.comLogMeIn provides SaaS-based remote access, support and collaboration solutions to quickly, simply and securely connect millions of internet-enabled devices across the globe — computers, smartphones, iPad™ tablets, digital displays, and even in-dash computers of the Ford trucks. Designed for consumers, mobile professionals and IT organizations, LogMeIn’s solutions empower over 11 million active users to connect more than 125 million devices. LogMeIn is based in Woburn, Massachusetts, USA, with offices in Australia, Hungary, the Netherlands, and the UK.

Conversocial Website: www.conversocial.comConversocial is a leading provider of cloud-based social customer service solutions. Our enterprise-class platform helps global brands revolutionize customer experience, enhance agent productivity and improve operational efficiency by managing the flow of customer service inquiries and discussions on social media channels such as Facebook, Twitter, Google+, Instagram and YouTube. Our clients are able to securely transform their call centers by creating a personal service culture that integrates proven customer service processes with new technology and channels. With analytics to provide accurate, actionable insights on customer trends over time and comprehensive APIs that seamlessly integrate into CRM and contact center technologies, we provide a single view of the customer that drives unmatched engagement and brand loyalty. The largest global firms including Google, Hertz and Barclaycard turn to Conversocial to mitigate operational and reputational risk, reduce costs and create the most inclusive customer service experience possible. For more information, visit www.conversocial.com.

Cellebrite Website: www.cellebrite.com Cellebrite provides operators and retailers with advanced solutions to enhance customer experience, improve satisfaction, reduce cost, and generate revenue. With delivery channels in-store, on-device, and over the web, mobile retailers can take advantage of Cellebrite’s full suite of mobile retail solutions: diagnostics, phone-to-phone content transfer, backup and restore, automated phone buyback, and application and content delivery. In addition, Cellebrite offers retailers monitoring, statistics and analysis of all activities. Cellebrite is a world leader in the mobile retail market, the company has more than 100,000 units deployed at over 200 mobile carriers and retailers globally, representing well over 100,000 stores handling hundreds of millions of transactions a year.

Globally known for its technological breakthroughs in the cellular industry, the company employs approximately 400 people, with nearly half engaged in R&D to ensure continued innovative leadership.

Founded in 1999, the company has offices in Israel, the USA, Brazil, Germany and Singapore Cellebrite is a subsidiary of the Sun Corporation, a publicly traded Japanese company (6736/JQ) based in Nagoya.

Sponsors

Media Partners

UXP Systems Website: www.uxpsystems.com UXP Systems is the industry leader in identity driven services enablement. UXP Systems’ MINT Digital Experience Engine powers the digital user lifecycle as operators transform to a seamless, digital world of entertainment, communications, and connected life services. Their User Lifecycle Management™, Service Gateway and UXDR® Insight modules are transforming service experiences for operators like Cable & Wireless, Rogers Communications, TELUS and CenturyLink in order to simplify user journeys while unifying and personalizing access to digital services for every household user. UXP Systems’ MINT platform innovates above existing legacy systems to transform the user experience, enabling frictionless user registration and device on-boarding, new user acquisition models, delegated user access and individual user profiles across all screens and services.

For more information, please contact us at [email protected] | www.uxpsystems.com

Oracle Communications Website: www.oracle.com/communicationsOracle Communications solutions span the communications industry landscape — from cross-channel customer experience and business and operational support systems, to network service and session delivery and control solutions — enabling service providers and enterprises to deliver and monetize innovative digital lifestyle services, build strong customer relationships, and streamline operations.


THE TELECOMS IQ TOUCH

If you’re still undecided on whether to sign up or not, this is our promise to you. Here at Telecoms IQ, we make this promise for each and every event we run. And we never make a promise we can’t keep. It’s called having the Telecoms IQ Touch

What we will deliver

d Cutting edge, informative first-hand case studies from Director, VP and C-level speakers from world-renowned telecoms operators

d An agenda that has been developed in consultation with 20+ of your peers – our focus is solely on covering the topics YOU want to learn about, and ensuring our events are created by telecoms operators, for telecoms operators

d Opportunities to network with our vendor partners, who have been cross-checked with our speaker faculty and/or advisory board to ensure they really are best-of-breed providers who can help you address your current challenge

d A dedicated pre-conference focus day with dynamic workshops on the topics chosen by YOU

d A unique and innovative programme structure to break the monotony of Powerpoint presentations – participate in speed networking sessions, interactive discussion groups, ideaPitches and much more!

Meet the CEM in Telecoms Global 2016 Team

contact: Zoe Amos

Programme Director [email protected]

contact: Mark Lee

Commercial Director [email protected]

contact: Marina Belaya

Senior Marketing Manager [email protected]

contact: Michael Leach


contact: Anna Littler

Event Manager [email protected]

contact: Imran Shafi


contact: Christopher Wagland

Senior Campaign Manager [email protected]

contact: Maya Fowell

Editor – Telecoms IQ [email protected]

For speaking opportunities

For press or marketing opportunities

For sponsorship opportunities

To register as a delegate To engage with the Telecoms IQ community

For logistics enquiries


LONDON: THE HOME OF CEM IN TELECOMS GLOBAL SUMMIT 2016Venue

Park Plaza Victoria 239 Vauxhall Bridge Road, London, SW1V 1EQ, United Kingdom Website: www.parkplaza.co.uk/london-hotel-gb-sw1v-1eq/gbvictor Phone: 0844 415 6750

Directions… .. from Gatwick Jump on the Gatwick Express from the airport terminal – this takes you directly to Victoria Station, just a two minute walk from the venue. Approximate total journey time 35 minutes

.. from London City Take the Docklands Light Railway to Canning Town, head down to the London Underground (Jubilee line) to Green Park, and change to the Victoria line to make it to Victoria Station. Approximate total journey time 50 minutes

.. from London Heathrow Take the Heathrow Express from your airport terminal into London Paddington station. Hop on the London Underground (Circle line) to Victoria Station. Approximate total journey time 55 minutes

.. from London Luton Take the shuttle transfer to Luton Airport Parkway, and then take the train down to St Pancras International. Jump on the London Underground (Victoria line) down to Victoria Station Approximate total journey time 75 minutes

.. from London Stansted Take the Stansted Express from the airport terminal into Liverpool Street Station. Head down to the London Underground (Circle line) to Victoria station Approximate total journey time 90 minutes

An evening on the Thames

It’s OK – we know you want to see more of London than just the inside of the Park Plaza Hotel! So following conference day 1, you and your fellow CEM Global attendees will head down to Westminster Pier, where drinks and a luxury river cruise await you. Take in some of London’s iconic sites, including the Houses of Parliament, Westminster Abbey, Tower Bridge and many more, whilst catching up with old friends and new.

Telecoms IQ’s top London picks Decided to take an extra day or two out of the office? Telecoms IQ have put together some of our favourite London hotspots.

Things to see

The British Museum (nearest station – Holborn or Tottenham Court Road) This world-famous museum exhibits the works of man from prehistoric to modern times, from around the world. Highlights include the Rosetta Stone, the Parthenon sculptures and the mummies in the Ancient Egypt collection, to which entry is free!

The Tower of London (nearest station – Tower Hill) One of London’s most iconic buildings, this 900-year-old palace, prison, jewel house, zoo and execution place is one of the best ways to understand the history of the British monarchy. Visitors can take a tour with one of the Yeoman Warders, gaze up at the White Tower, tiptoe through a medieval king’s bedchamber and marvel at the Crown Jewels.

Things to do

Take a flight on the London Eye (nearest station – Waterloo) The London Eye is a major feature of London’s skyline, boasting some of London’s best views from its 32 capsules, each holding up to 25 people. If you’re short of time, this is a great way to view over 55 of London’s most famous landmarks – all in just 30 minutes!

Be entertained by London’s finest street artists (nearest station – Covent Garden) Covent Garden has long been famous as the home of some of London’s finest theatres, restaurants, and even the Royal Opera House but increasingly it’s the street theatre that draws the biggest crowds! Artists range from violinists and opera singers, to daredevil fire eaters, and to clowns and magicians for children... Just wander around and see what you stumble across!

Places to eat and drink

In a city as big as London, it’s almost impossible to pick the best restaurant or bar, however for the widest choice, head into Soho (nearest station – Oxford Circus). Alternatively if you are looking for something specific, Brick Lane is famous for a curry (nearest station – Aldgate East), Chinatown is clearly the best place for Chinese (nearest station – Leicester Square), and for traditional East London ‘pie and mash’, head to a branch of Manze (most central one is near Elephant & Castle Station)

CUSTOMISE YOUR PACKAGE

Create your own CEM Global Summit experience:

Pass includes Master Pass

Business Pass

Standard Pass

Main Conference (26 & 27 January 2016) 4 4 4

CEM Global Networking App 4 4 4

Membership to Telecoms IQ online community 4 4 4

Access to Evening Networking Reception 4 4 4

Post-Show Access to Presentations 4 4 4

Business Lounge access 4 4 5

Choice of 1 workshop** 5 4 5

Access to Breakfast Briefings 4 5 5

Access to full workshop day 4 5 5

Pricing & Discounts

Package Options For Mobile, Fixed & Cable Operators, and MVNOs

Master Pass Business Pass Standard Pass

Standard Price £2149 +VAT £1849 +VAT £1549 +VAT

Package Options For All Other Attendees

Master Pass Business Pass Standard Pass

Standard Price £3299 +VAT £2949 +VAT £2599 +VAT

A LA CARTE - ADD TO ANY PACKAGES OR PURCHASE SEPARATELY PRICE

Single workshop** £399 +VAT

Access to full workshop day £799 +VAT

Access to Breakfast Briefings £299 +VAT

Conference presentations on B2B Shop at www.b2biq.com only £499 +VAT

*All ‘Early Bird’ discounts require payment at time of registration and before the cut-off date in order to receive any discount. Any discounts offered (including team discounts) must also require payment at the time of registration. All discount offers cannot be combined with any other offer. **Please select your choice of workshop(s): A B C

All prices are exclusive of UK VAT at 20% UK VAT registration no. GB 799 2259 67 Please view our registration policy for full information about payment, cancellation, postponement, substitution and discounts. http://www.iqpc.com/Global/About/Cancellation-Policy

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z Participate in different stream sessions, workshops and interactive discussions for maximum learning

z Spend some time out of the office bonding and sharing ideas with your colleagues

z Collaborate and develop take-away action plans for your business

z Split the exhibition hall and make sure you meet with all our trusted vendor partners

z Hear sessions focused on leadership, team and employee engagement for new ideas to take home

z Benefit from exclusive group discounts*:

z Groups of 3 or more booking at the same time from the same company receive a 10% discount.

z 5 or more receive a 15% discount.

z 7 receive a 20% discount.

IT’S BETTER WHEN YOU ATTEND IN TEAMS

CEM Global 2015 saw team attendance from:

mailto:[email protected]

Venue: Park Plaza Victoria, 239 Vauxhall Bridge Road, London, SW1V 1EQ, United KingdomAccommodation: Travel and accommodation are not included in the registration fee. For updates on the venue and accommodation information, please visit: www.customerexperienceevent.com

Please read the information listed below as each booking is subject to IQPC Ltd standard terms and conditions. Return of this email will indicate that you accept these terms. Payment Terms Upon completion and return of the registration form full payment is required no later than 5 business days from the date of invoice. Payment of invoices by means other than by credit card, or purchase order (UK Plc and UK government bodies only) will be subject to a £49 (Plus VAT) processing fee per delegate processing fee. Payment must be received prior to the conference date. We reserve the right to refuse admission to the conference if payment has not been received. IQPC Cancellation, Postponement and Substitution Policy You may substitute delegates at any time by providing reasonable advance notice to IQPC. For any cancellations received in writing not less than eight (8) days prior to the conference, you will receive a 90% credit to be used at another IQPC conference which must occur within one year from the date of issuance of such credit. An administration fee of 10% of the contract fee will be retained by IQPC for all permitted cancellations. No credit will be issued for any cancellations occurring within seven (7) days (inclusive) of the conference. In the event that IQPC cancels an event for any reason, you will receive a credit for 100% of the contract fee paid. You may use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of cancellation. In the event that IQPC postpones an event for any reason and the delegate is unable or unwilling to attend in on the rescheduled date, you will receive a credit for 100% of the contract fee paid. You may use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of postponement. Except as specified above, no credits will be issued for cancellations. There are no refunds given under any circumstances. IQPC is not responsible for any loss or damage as a result of a substitution, alteration or cancellation/postponement of an event. IQPC shall assume no liability whatsoever in the event this conference is cancelled, rescheduled or postponed due to a fortuitous event, Act of God, unforeseen occurrence or any other event that renders performance of this conference impracticable, illegal or impossible. For purposes of this clause, a fortuitous event shall include, but not be limited to: war, fire, labour strike, extreme weather or other emergency. Please note that while speakers and topics were confirmed at the time of publishing, circumstances beyond the control of the organizers may necessitate substitutions, alterations or cancellations of the speakers and/or topics. As such, IQPC reserves the right to alter or modify the advertised speakers and/or topics if necessary without any liability to you whatsoever. Any substitutions or alterations will be updated on our web page as soon as possible. Discounts All ‘Early Bird’ Discounts require payment at time of registration and before the cut-off date in order to receive any discount. Any discounts offered whether by IQPC (including team discounts) must also require payment at the time of registration. All discount offers cannot be combined with any other offer. Conference Audio: The purchase of any conference audio, video or digital recording on B2B Shop (www.b2biq.com) includes keynote, topic and panel sessions where the presenters agree to grant permission for their presentation/sessions to be audio and/or video recorded by IQPC and further agree to release all rights to IQPC related to the contents of the recording, its distribution, sale, reproduction, broadcast in whole or in part and without limitation or compensation. Please be aware that in respect of this IQPC cannot guarantee the inclusion of any or all sessions until after the conference has taken place. © IQPC Ltd. VAT Registration #: GB 799 2259 67

You can access a variety of free resources such as whitepapers, articles, news, podcasts and presentations online at www.customerexperienceevent.com

VENUE & ACCOMMODATION

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5 WAYS TO REGISTER

WEB: www.customerexperienceevent.com

EMAIL: [email protected]

PHONE: +44 (0)207 368 9809

FAX: +44 (0)207 368 9301

POST: your booking form to: IQPC Ltd, 129 Wilton Rd London, SW1V 1JZ


CEM Global Summit 2016_1401

Documents

Transcript of CEM Global Summit 2016_1401