LATEST CEM AGENDA

27th-29th June 2016 • Prague, Czech Republic

Headline industry speakers at the European telecoms industry’s #1 customer experience meeting place: Aude Barth

VP Voice of Customer & Voice of Orange People Orange

Vesa Jaakkola Director Business Strategy & Service Design Elisa

Barna Kutvolgyi MD Consumer Division JT Global

Milan Ruzicka VP B2B Marketing T-mobile Netherlands

Ralf Nejedl SVP B2B and ICT Deutsche Telekom

Carmine Muscariello Customer Experience Director Bouygues Telecom

Davi Caacbay Senior Manager Performance & Lifecycle Management Telekom Austria Group

Chris Keogh Head of Client Service Management eir Business

Sergio Rendon Global Head of Customer Experience MNC’s Telefonica Global Solutions

Ignas Brazdauskas Head of Customer Operations Tele2 Lithuania

Nigel Bowman Head of NPS Vodafone UK

Janos Hee Director Digital Business Sunrise Communications

Geert Kelchtermans Director E-Transformation Proximus

Nanda Hauet Director Voice of the Customer KPN

Robert Lota Regional Head of Service Excellence T-mobile Czech Republic

Europe’s premier meeting place for

BOTH the business and consumer CEM in Telecoms community

2 tailored B2C and B2B tracks under

one roof!

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 10+ Hours Dedicated

Networking 2 Separate B2B and B2C Conferences 75%+ Practitioner

Attendees 30+ Countries Represented

Start the discussion now:

#CEMEurope

Telecoms IQ Professional Network

Register now at www.cemintelecomseurope.com

Early confirmed sponsors:


CEM in Telecoms European Summit is… Designed for CEM professionals, by CEM professionals – following months of in-depth market

research and direct feedback from the event advisory board, we only cover the issues you really want to hear about

Full of results-driven case studies and ‘how-to’ guides from the region’s customer experience experts – walk away with concrete examples of strategies that really work, and an action plan of how you can implement them straight away

A vendor-neutral knowledge sharing platform – avoid the sales pitches and benefit from your competitors’ CEM investments, as your peers share which of their solution implementations really worked!

A fully customizable agenda – plan well ahead to ensure each 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!

The next step in your customer experience evolution!

CEM Europe 2016: What your team needs to know!

Central Europe’s #1 Telecoms event

30+Speakers

3Days of interaction

10+hours of dedicated networking

Don’t 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!

YOUR INTERACTIVE EVENT AGENDA

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 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

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! Hear the Quick NEW! 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!exclusive Breakfast

Briefing on Wednesday 27th to

identify What’s Next for CEM in Telecoms

and discover how to future-proof your

organisation to remain competitive

in the long-term

Participate in the

15+Sponsors and Exhibitors


Two events in one: What this means for your B2C and B2B customer experience teams!

NEW! Pre-Conference Focus Day: Monday 27th Juneg Hear from Proximus, Vimpelcom, and Sunrise Communications digitally transform the customer experience

B2C TRACK B2B TRACK

Conference Day One: Tuesday 28th Juneg Learn from JT Global and Orange Group how to

develop a culture of continuous CEM improvementg Split into streams to identify the latest customer care

innovations, or identify how to exploit customer data to enhance the customer experience

Conference Day Two: Wednesday 29th Juneg Learn from Telekom Austria 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

Conference Day One: Tuesday 28th Juneg Hear from Telefonica and KPN how to embed the Voice

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

Conference Day Two: Wednesday 29th Juneg 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

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

Following your feedback, we’ve brought together the B2B and B2C telecoms markets under one roof to share tactics and best practices for customer experience excellence. Plus, a brand new focus day 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 track specifically designed to meet certain business needs, make sure you attend the sessions that address your current challenges!

Attend the Digital focus day if you:

g Need to keep up with customers’ demands for digital sales and service

g Are trying to ensure consistent enterprise-wide digital adoption

g Want to align channel priorities and leverage digital change to deliver seamless omni-channel experiences

Attend the B2C track if you:

Attend the B2B track 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

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 long-term client advocacy

Agenda at a Glance


CEM in Telecoms Europe is back… and it’s bigger and better than ever!Thank you to our CEM in Telecoms Advisory Board members

Thank you to our media partners for their support

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, Europe’s 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 region’s 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.

Here’s your chance to be the catalyst for change within your company, and either:

Join the B2C track to:

g Establish how to exploit customer data to understand 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

Join the B2B track to:

g Establish how to give control and visibility to clients to 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 [email protected] 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

The next phase in your customer experience evolution begins here!Best wishes,

Zoe AmosDirector – CEM in Telecoms European Summit

P.S. Can’t wait until June? Check out the online Resource Centre,

where you can find complimentary whitepapers, interviews and

additional learning resources!

Henriette JehnertVP Customer Experience Omnichannel & IVRDeutsche Telekom

Radu CiocanGroup Director Customer ExperienceOoredoo

Roman NedielkaDirector Group Customer ExperienceEtisalat

Heinz HonemannSenior Executive Customer ExperienceAccenture


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, we’ve taken on your feedback to evolve the event, prioritise new learning opportunities

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.

Content just for youYou asked – we delivered. The challenges faced by the corporate and consumer market can differ greatly so we’ve put together two separate workstreams to ensure you benefit from the case studies and tactics directly applicable to your business.

No more sales pitches!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

Stay on the ballConcentrating 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 6 minutes.

You Set the AgendaDo you have a burning question you’d 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 wormBrave 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

Get the techies on-sideStruggling 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 doesn’t 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 [email protected]

Inspiring case studies and discussions led by the European telecoms industry’s customer experience experts:

Aude Barth VP Voice of Customer & Voice of Orange People Orange Group

Sergio Rendon Global Head of Customer Experience MNC’s Telefonica Global Solutions

Barna Kutvolgyi MD Consumer Division JT Global

Milan Ruzicka VP B2B Marketing T-mobile Netherlands

Ralf Nejedl SVP B2B and ICT Deutsche Telekom

Nigel Bowman Head of NPS Vodafone UK

Janos Hee Director Digital Business Sunrise Communications

Geert Kelchtermans Director E-Transformation Proximus

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

Vesa Jaakkola Director Business Strategy & Service Design Elisa France

Chris Keogh Head of Client Service Management eir Business

Selcuk Ozer Head of CX Product Management Turkcell

Robert Detal Director B2B Large Accounts Orange Poland

Robert Lhota Region Head of Service Excellence T-mobile Czech Republic

Vojin Jaukovic Contact Centre Director Serbia BroadBand

Davi Caacbay Senior Manager Lifecycle and Performance Management Telekom Austria Group

Tamas Dabasinskas Head of Large B2B Group Omnitel

Kateryna Nebeska Head of Customer Experience Kyivstar

Neil Baucutt Head of Customer Experience & Mobile Services O2 UK

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


Truly best-in-class speaker panel and conference organisation

Senior Manager Customer Support, Bilzoo Broadband & Media

Check in with some of your expert speakers

Engaging all areas of the business with customer centricityDigitally transforming to future-proof my organisationBridging the gap between the network and customer experience departments

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.

Delivering a seamless omni-channel experience Developing customer-centric products and propositions Bridging the gap between the network and customer experience departments

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 JT’s local PSTN, fixed broadband and mobile units in the Channel Islands as well as JT’s International MVNO company (ekit), which provides roaming solutions for travelers from the US, Europe, Australia, Brazil and India..

Delivering a seamless omni-channel experienceDigitally transforming to future-proof my organisationDeveloping 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.

Delivering a seamless omni-channel experience Engaging all areas of the business with customer centricity Gaining a 360 view of customer needs

Eric Vernier, Digital Center of Excellence Director, Vimpelcom

After two Master’s 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

We asked the speaker panel which challenges they were most hoping to address at the event



Who else will you meet at the CEM in Telecoms European Summit?

Excellent networking opportunity with interesting insights on how other operators address customer experience

Head of Online Care & Sales SMB, Swisscom

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

Very well organised event, great networking opportunities – I gained a lot of insights from best practices in the area

Customer Care Manager, CYTA

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!

Attendee Breakdown

What have past delegates said?

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 thought-leaders 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-to-date, insightful, and unbiased information pertaining to the entire Telecom Industry, across both live events and our online resource centres and social communities

The CX Network & Telecoms IQ communities combine!

By function

By seniority

Customer Experience/Care - 40%

Marketing - 20%

Digital/Online - 15%

Network Performance - 15%

Insights/Analytics - 10%

VP/C Suite - 10%

Director Level - 45%

Department Head - 30%

Manager - 10%

Other - 5%

Companies represented across the B2B and B2C events in 2015 included:


Pre-Conference Focus Day – Monday 27th June10:45 Telecoms IQ and Conference Chairperson’s Welcome Address

Digitally Transforming the Customer Experience

11:00 Case Study How Sunrise keep the customer at the heart of their digital transformation g Hear 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 2g Hear how Sunrise developed a single portal for their retail and web sales channels to ensure a seamless cross-channel experience for customersg Learn how careful customer journey mapping and digital upgrades have simplified the sales process by moving standard online transactions from 12 clicks to just 3g See the first results of the new digital platform in terms of both customer satisfaction and commercial performance


11:40 Case Study How Proximus are digitally transforming to become a truly omni-channel organisationg Learn how Proximus implement digital change across their sales and support channels to deliver seamless omnichannel experiences for customersg Establish how to leverage digital to align channel priorities and move from competition to co-operationg Discuss how Proximus employ agile working methods to develop new platforms and digitise processes within their retail storesg Identify the next steps for Proximus to ensure successful and consistent digital adoption across all their customer-facing channels

Geert Kelchtermans, Director E-Transformation, Proximus

12:20 Case Study How Vimpelcom take both a centralised and decentralised approach to digital transformationg Discuss 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 g Establish how to move from a hierarchical and siloed way of thinking to a more ‘digital’ mindset g Determine 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 efficientlyg Explore examples of digital pilots and proof-of-concepts that have improved both the customer and employee experience

Eric Vernier, Director Digital Center of Excellence, Vimpelcom


13:00 Networking Lunch

14:00 Interactive Session Digital Transformation Interactive Discussion GroupsYour 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:g Digitally transforming the contact centreg Digitally transforming the retail storeg Embedding social into your digital strategy

15:30 Networking Refreshments

16:00 Discover how to digitally transform your retail stores to deliver experiences your customers will love g Identify which in-store customer interactions will benefit most from digital transformationg Discover how to leverage in-store self-service kiosks and digital POS to reduce customer waiting times and provide more choiceg Discuss how to equip your in-store agents with real-time insight into a customer’s past behaviours and needs to increase conversiong Learn how to ensure consistency across your retail digital platforms and those across other channels to deliver seamless customer experiences For updates on the speaker panel, please visit www.cemintelecomseurope.com

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

Eric Vernier, Director Digital Center of Excellence, Vimpelcom

Geert Kelchtermans, Director E-Transformation, Proximus


17:20 Closing Remarks from the Chairperson & Networking Drinks Reception


Conference Day One – Tuesday 28th June09:00 Telecoms IQ and Conference Chairperson’s Welcome Address

Customer Experience in the B2C Market Customer Experience in the B2B Market

09:15Case Study How Bouygues Telecom are transforming their

processes to deliver a seamless omni-channel customer experience

g Discover how Bouygues have developed customer-centric lean processes and capabilities to simplify things for customers and staff

g Learn how to overcome the complexity of differing requirements of each sales and service channel to standardise processes across multiple channels

g Identify the role of digital transformation in delivering a seamless omni-channel experience for customers

g Determine 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

Case Study Hear how Deutsche Telekom have become a trusted companion to the B2B market

g Determine how DT ensure they keep their brand promises to build trust across their enterprise customer base and add value to customers

g Discuss DT’s vision for ensuring continued trust and client engagement in an increasingly competitive market

g Discover how to display the value of your services to prospects and win their long-term trust and loyalty

Ralf Nejedl, SVP B2B and ICT, Deutsche Telekom

09:55 Case Study How JT Global have made customer-centric thinking business as usual

g Hear 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 Learn 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

Barna Kutvolgyi, MD Consumer Division, JT Global

Case Study How 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 eventsg Discuss the results of differing amendments and evolutions of the programme since its

launch 4 years agog 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


10:35Case Study How Telefonica UK deliver a best-in-industry

experience for customers with service problemsg Determine 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 Hear how Telefonica are becoming more proactive with their outbound communications to ensure customers feel fully supported

g Discuss 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

Case Study Amplifying CEM Value For B2B Customersg Discover how to build a journey based customer experience measurement system to

deliver proactive care for your B2B customerg Determine how to differentiate the various Service Level requirements across your B2B

customer customer base (NPS, CSAT,KQI)g Identify how to support B2B through end to end ICT assuranceg Explore the idea that Omni-channel Digital Customer Care for B2B needs more than just

a fancy frontend application.

Mark Geere, Principal Consultant, Huawei Technology Co.

11:15Speed Networking refreshment breakForm 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!

11:45 Interactive Session CEM Interactive Discussion GroupsYour 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:g Digital Transformationg Self-Service strategiesg Social customer care

g Contextual marketingg Customer Insightg Product & service design

Interactive Session CEM Interactive Discussion GroupsYour 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:g Network Performanceg The importance of best-in-class invoice

and billing intelligence in the world of customer retention and NPS - facilitated by Calvi

g Customer Contact Strategiesg Bridging the customer engagement gap

between on-cloud sales and on-premise BSS/OSS - facilitated by Amdocs


Great selection of speakers, high level of information and ideas for my business - I can’t 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

Consumer Market Customer Insight

Customer Experience in the B2B Market

14:00 Client Led Session Hosted by ResolveSystems Case Study

How Orange are exploiting customer

data to improve customer satisfaction and spendingg Establish how Orange gather feedback from

multiple channels to identify the causes of churn and channel deflection throughout the customer lifecycle

g Hear how Orange build social media feedback and sentiment analysis into their customer research to gain a full picture of customer needs

g Identify 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 Explore how Orange have built predictive models to proactively manage their customers’ experience

Jean-Marc Balquet, Customer Analytics Director, Orange

Interactive Session Fireside Chat: Disruptive Customer-Centric B2B Marketing

In this on-stage interview, Milan will share T-mobile’s 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?

Milan Ruzicka, VP B2B Marketing, T-mobile Netherlands

14:40 Examine how to develop an easy-to-use self-service solution and effectively migrate your customers to self-care channelsg Establish the business case for moving to a self-

service system: how can you justify the high initial investment?

g Discuss how to develop an online self-care system that is easy-to-use and delivers a consistently positive customer experience

g Understand 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

Understand how to set up a robust Voice of the Customer program and use it to drive improvements in the customer experienceg Identify how and when to capture the VoC in order

to effectively monitor the customer experienceg Determine 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 groundg Discuss how to establish robust procedures and

processes to systematically respond to and take action as a result of direct customer feedback


Case Study How 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



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

Robert Urbsyzs, Director B2B Service, Orange Poland

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 marketg Explore best practice examples of customer-centric performance improvement from across Orange’s 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

New Learning Format! B2C and B2B Knowledge Sharing Breakfast: Retail.. Contact centres.. Online care. What’s next?g Identify future customer demands, and how to keep up with expectations in 2020 and beyondg Discuss the latest thinking in human-centred design, customer process automation, predictive analytics and artificial intelligence to develop a pathway to delivering on these

expectationsTo be kept up to date with which industry influencer will be leading this panel, please visit www.cemintelecomseurope.com

09:00 Conference Chairperson’s Welcome & Recap

Customer Experience in the B2C Market Customer Experience in the B2B Market

09:10 Customer Experience 2.0 - Delivering human experiencesg Determine how to move from customer experience management to ‘human experience

management’ and deliver excellence for not just your current customer base, but ex-customers and prospects too

g Discuss the limitations of NPS and current satisfaction measurements, and how to evolve these to gain a more holistic picture of customer needs

g Identify 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

Case Study How eir Business are undergoing a 5-year transformation to digitalise their processes and

enhance customer satisfactiong 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

g Discuss 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 cost-savings and headcount reduction

Chris Keogh, Head of Client Service Management, eir Business


09:50Case Study How Kyivstar are leveraging usability labs to bring

the customer into the heart of product designg Establish why and how Kyivstar moved from outsourced research to internal customer

usability testingg Learn 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 Determine how the Kyivstar CEM team “sells” product feedback to product managers to refine future propositions and increase new service uptake

Kateryna Nebesna, Head of Customer Experience Management, Kyivstar

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 do’s and don’ts whilst bringing two sets of people, systems and processes together to ensure a seamless customer experience

Tamas Dabasinskas, Head of Top B2B Group, Omnitel


11:00 Hear how to smooth out ‘bumpy’ customer experiences and ensure customer communications deliver on brand experience promisesg Unlock the power of your billing data as part of an overall CEM strategyg Determine how to transform your most-read communications into personalized,

engaging interactions that cut costs, improve satisfaction and drive revenueg Learn how to simplify customer communications and make them easier to understand

to triage issuesg Hear how to frame the conversation with the right tone of voice and brand personalityg Discover how to converse with customers like you know, and care, about them

David Brown, Creative Director, Brite:Bill

Learn how to present customer invoices to prevent bill shock and ensure continued client satisfactiong Establish how to identify and monitor service usage in real time to ensure services are

accurately charged for and clear on your clients’ billsg 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


11:40 Interactive Session CEM Interactive Discussion GroupsYour 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:g Big Datag Online experiences

g In-store experienceg Contact centre experiences

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:g SoHog SME

g Large Enterpriseg Government



Performance Excellence and the Customer Experience

Customer-Centric Marketing & Brand Loyalty

Customer Experience in the B2B Market

14:00 Case Study How Serbia Broadband are

optimising their internal performance to improve customer-facing operations and long-term satisfactiong Discover 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

g Hear 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

g Establish the impact of the new KPIs on employee motivation, customer satisfaction and commercial results

Vojin Jaukovic, Contact Centre Director, Serbia

Case Study Hear how Digiturk maximise the

performance of their retention and win-back campaignsg Determine how Digiturk measure and predict the

lifetime value of their customersg Hear how Digiturk segment their customer base to

ensure they are targeting the ‘right’ customers for their loyalty programmes and retention offers

g Discuss 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

g Learn how Digiturk leverage response modelling to measure and maximise the effectiveness of their campaigns and ensure long-term customer satisfaction

Sarper Karaaslan, Churn and Loyalty Department Manager, Digiturk

Case Study How Elisa design digital services that provide “Value”

to enterprise and government customersg Establish how the “Elisa Value” business unit was created, and

it’s role in both the Finnish and wider enterprise marketg Determine how Elisa design new digital services and

implement full end-to-end IT solutions for their customersg 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

14:40 Case Study How the Telekom Austria Group

optimise performance across their sales and service functionsg Learn why Telekom Austria have implemented

a Group-wide sales and service performance management function

g Identify and evaluate the sales and service metrics used across the Telekom Austria Group to measure and maximise performance

g Hear how to incentivise your staff to deliver new sales whilst ensuring excellent customer satisfaction

David Caasay, Senior Manager of Performance & Lifecycle Management, Telekom Austria Group

Case Study Determine how to build a customer

centric brand to provide a point of differentiation and generate loyaltyg Discuss the value of incorporating customer-

centricity into your brand and how to measure the impact on customer loyalty

g Identify which elements of the customer experience you can use to differentiate your brand in a saturated market

g Establish how to define unique brand values and leverage them to establish an emotional connection with your customers

g Discover how to take this emotional connection to the next level


Case Study How T-mobile deliver a consistently high quality of

experience for their large enterprise customersg 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



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 New Learning Format! Interactive Wrap-Up Session – Developing Your Action PlanThis 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 EuropeOn 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 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

Pre-Event On-Site Post Event

Thought Leadershipg Whitepaper email marketingg Telecoms IQ or CX Network newsletter

placement

g Client-led keynotes & testimonialsg Workshops and Discussion Groupsg Tech demonstrations

g Whitepaper/presentation placement on CX Network or the event site

g Presentation marketing to other events in the series

Lead Cultivationg Targeted delegate acquisition campaignsg Prospect listing

g On-site introductionsg Private lunches and breakfast briefingsg Evening networking sessions

g Email introductionsg LinkedIn introductionsg Access to CX Network and Telecoms IQ

community

Brand Awarenessg Online presence on event websiteg Listings and logos on all event materials

g Lanyard / App / VIP Room sponsorshipg Literature seat drops and flyer handouts

g Post-event emailg Survey sponsorshipg Social media 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

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

What have past sponsors of the CEM in Telecoms pillar events said?Early-confirmed 2016 sponsors include:


The Telecoms IQ TouchIf you’re 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 can’t keep.

What we will deliver

g Cutting edge, informative first-hand case studies from Director, VP and C-level speakers from Europe’s leading telecoms operators

g An agenda that has been developed in consultation with 40+ 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

g 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

g A dedicated pre-conference focus day with sessions on the topics chosen by YOU

g 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 Europe Team

Prague: The Home of CEM in Telecoms Europe

For speaking opportunities, contact:

Zoe AmosProgramme [email protected]

For sponsorship opportunities, contact:

Michael LeachCommercial [email protected]

To register as a delegate, contact:

Jack WilliamsDelegate [email protected]

For press or marketing opportunities, contact:

Marina BelayaSenior Marketing [email protected]

For logistics enquiries, contact:

Luke WebberHead of [email protected]

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 Bohemia’s kings, and today the official residence of the Czech Republic’s 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.

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).

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.


Customise your package3 Day Pass 2 Day Pass

Choice of B2C or B2B Conference and access to Exhibition Hall

Choice of focus day

Access to conference app

Access to Welcome drinks

Membership to CX Network online community

Post show access to presentations

Copies of 2015 presentation slides (Usual price 499)

Create your personalised agenda

Focus Day – Choose from either Network Performance & Service Assurance or Digital Transformation

Workstream – Hear from your colleagues focused on the consumer market, or learn from those focused on the enterprise market

Interactive Discussion Groups – With different topics covered each day, and each table limited to 12 participants, sign up in advance to secure a seat at your favourites!

It’s better when you attend in teams

Those who maximised their value and attended as a team last year:

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

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

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

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

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

g Benefit from exclusive group discounts*:

- Groups 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.

*discounts not available in conjunction with any other offer

Pricing & Discounts

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Book and pay by 24th March €1699 +VAT SAVE €600 €1099+ VAT SAVE €600Book and pay by 22nd April €1899 +VAT SAVE €400 €1299+VAT SAVE €400Book and pay by 27th May €2099 +VAT SAVE €200 €1499 +VAT SAVE €200Standard Price €2299 +VAT €1699+VATChoice of B2C or B2B conference and access to Exhibition Hall

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Copies of 2015 presentation slides (Usual price 499)

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Standard Price - 2-Day Pass €2599+VATStandard Price - 2-Day Pass PLUS access to co-located conference €3299+VAT

A la Carte - Add to any packages or purchase separately PriceAccess to focus day €749+VATConference presentations on B2B Shop at www.b2biq.com only €499+VAT

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LATEST CEM AGENDA

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Transcript of LATEST CEM AGENDA