CX Telecoms Agenda

28 – 29 April 2015, London
2015 Leading Case Studies, Discussions & Debates Led By:
Kjell-Morten
Johnsen
Head of Telenor
Europe & Board
Member at Vimpelcom
Telenor
 Previously CEO of Telenor
Serbia
 Held a number of senior
positions in Telenor,
including SVP of Telenor
Central & Eastern Europe
and Head of Telenor Russia
 Until Feb 2008, was a
Member of the Board of
Directors of Golden Telecom
Fabrice Andre
Chief Customer
Service, Quality &
CSR Officer
Orange
 Responsible for the
transformation, customer
care, quality and corporate
social responsibilities for
Orange subsidiaries
 Member of the board of
Orange Distribution
 More than 25 yeas
experience in commercial
and innovative positions in
the telecoms industry
Vicente De
los Rios
Medina
Global Digital Channels Director
Telefónica
 Responsible for the
transformation of Digital
Channels for Consumer to
foster e-Sales and e-Care
through web, mobile and
social media
 Over 24 years experience in
the telecoms sector
 Outstanding success in the
implementation of business
transformation projects
Ashley Cook
CRM Chief
Customer Officer
O2
 Overseeing the transition
from O2 Ireland into Three
 Previously Consumer
Director, O2 Ireland
 Full P&L for the Consumer
business
Tom Rainsford
Brand Director
GiffGaff
 Responsible for building &
growing the giffgaff brand
 Remit involves the end to
end giffgaff business and
marketing panning, strategy
& vision
 Member of the giffgaff board
Danny Dixon
Director of
Customer Strategy
Three
 Leads a team of customer
experience professionals
who are driving
improvements in Three
 Driving force behind the
company’s NPS measure
 Recent focus includes the
launch of Three’s 4G service,
driven by a customer centric
strategy
Charlotte
Dunsterville
Customer
Experience Director
Sure
 Board member in customer
experience
 Responsible for customer
operations, strategy and
insight
 Previously Director of
Customer Experience at
Orange
Maarten
Stramrood
Director Segment
and Online
Marketing
UPC
 Team covers all commercial
elements of the customer
life cycle
 Responsible for customer
acquisition, customer care
and retention via online
channels
 Previously held roles in
marketing & strategy
Halimah
Abdullah
Director
of Customer Services
Lebara
 Best UK Customer
Experience at 2011 UK
Customer Experience
Awards
 Best MVNO at 2010 Mobile
News Awards
 Responsible for interpreting
customer insights and
overall change management
Nina
Gyubbenet
Customer
Operations Director
Tele2
 15 years experience in
different areas of customer
operations
 Tele2 holds a leading
position on Russian market
 Key focus areas include
customer base management,
branded shops and customer
retention
Ted Knight
Global Head of
Perfect Delivery
Truphone
 Sets and manages the
Truphone global experience
for order fulfillment
 Establishing the ‘One Feel –
One Experience’ worldwide
 Won International Customer
Service Training Programme
of the Year at the Customer
Service Training Awards
Annelies D’Hondt
Director of
Customer
Experience
Telenet
 Creates the customer
experience goals and
guidelines across the brand
 Creates business value
models for customer
experience prioritisation
 Sets up and manages the
customer experience
roadmap
Jan Kringels
Head of Global
NPS
Vodafone
 Responsible for Vodafone’s
NPS programme worldwide
 Issues regular NPS reports
enabling senior leadership to
identify critical areas of the
customer journey and to
take action to improve the
customer experience
 Links NPS data to financial
and other non-financial key
performance indicators
Annamaria La
Civita
Head of EMEA
Customer Innovation
BT Group
 Developed a programme for
innovation engagement
(turnover £1bn+)
 Created and led a European
virtual team to undertake
the delivery of the
innovation programme
 Contributed to the
achievement of the
innovation scorecard
Esa Kling
Head of
Consumer Offering
Teliasonera
 Expert in leading and
managing customer service
and sales in customer
service
 Driving customer loyalty
across TeliaSonera
innovation programme
 Responsible for the team
creating offers and bundles
Henriette Jehnert
Head of Customer
Experience Design
Voice & Self Service Solutions
Deutsche Telekom
 Responsible for interaction
designs, voice channel
strategy & customer
experience blueprint
 Heading a team of IVR
usability experts
 Winner of the Customer
Service award 2013
Derek
Donaldson
Head of Sales
Operations
 Heading up Retail support,
online sales operations,
sales through service activity
and service incentives for
the organisation NPS
programme worldwide
 Recently introduced new
web chat operations
 Independent research
company that provides
advice on existing and
potential impact of
technology to clients
 Leading the way in Customer
Experience Thought
Leadership and Research
“The CEE was a great opportunity to understand
the approach in other companies, to share
common challenges and find new
solutions or subjects to be investigated”
VP B2B Customer Experience
Independent Research Partner
 60 Senior Level Customer Experience Professionals, from the C-suite to Director Level
 Inspirational stories, all focussed on allowing you to deliver a seamless experience across all channels
 Clear Initiatives to demonstrate the ROI of your customer strategy
 Ways to use customer insight and analytics to drive continuous business improvements

Agenda Day One - Tuesday, 28th
April, 2015
07.30 - 08.30 Event Registration
08:30 – 08:35
Event Welcome
Nick Turner, Event Director, Customer Management Exchange Network
08:35 – 08:40 Chairman’s Welcome & Opening Remarks
BECOMING MORE SERIOUS ABOUT THE CUSTOMER
08:40 – 09:10
Keynote Address: Overcoming Customer Pain Points and Delivering a Seamless End to End Customer Journey
Telecoms as an industry is lagging behind in terms of their perceived customer experience. This, however, presents a fantastic opportunity to levarage
your customer strategy to gain a competitive advantage and a larger share of wallet. Shifting customer expectations, lack of loyalty and an increase in
channels means that this is not an easy strategy to get right.
In theory, delivering this for your customers should be easy. After all, customers only want a few basic things. They want
their problems solved quickly, easily and fairly with their telecom provider being fully transparent.
During the opening keynote address, you will cover exactly what is needed to ensure a customer-centric approach is applied
across your business, and how to manage the transformation.
This isn’t the soft stuff. This is about driving profitable growth within your business through an excellent customer strategy.
Kjell-Morten Johnsen, Head of Telenor Europe & Board Member at Vimpelcom, Telenor
09:10 – 09:40
Session Led by Dimelo
09:45 – 10:15 One-to-One Business Meetings
Think Tank: Is there More to Life than NPS? What Else can
help Shape a Great Customer Experience?
TURNING CUSTOMER INSIGHT INTO ACTION
11:25 – 11:55
Trend Watch: The Making of a Great Customer Experience
According to the latest data from Forrester’s 2014 CXi research, truly awful customer experiences are on the decline. But truly great
experiences are still rare. What’s holding companies back? This session will help you answer that question
by exploring:
• The drivers of a quality customer experience
• What makes an experience effective, easy, and enjoyable in the eyes of your customers
• How to use this information to get the most out of your customer experience program today
11:55 – 12:30
Interactive Discussion: Turning Insight into Action: Maximising Results from your NPS to Enhance the
Customer Experience
As the main metric used in customer experience business units, gaining insights into your NPS score in real time is vital for ensuring
you’re delivering results beyond a reporting tool.
This session is aimed at levaraging your NPS score to help you really understand the demands and usage patterns from different
customer segments. You’ll also understand how to use tools like NPS to gain a deeper insight into the contact channel preferences
among different consumers, and the style and language requirements among different segments and geographies.
Moderated by: Jan Kringels, Head of Global NPS, Vodafone
Henriette Jehnert, Head of Customer Experience Design Voice & Self Service Solutions, Deutsche Telekom
Annelies D’Hondt, Director of Customer Experience, Telenet
12:30 – 13:00
Available for sponsorship: Please contact Alexi Georgiou on:
44 (0)207 368 9484 or: exchangeinfo@iqpc.com
13:00 – 14:00 Networking Lunch

BECOMING A MULTICHANNEL ORGANISATION AND DELIVERING CONSISTENT EXPERIENCES
14:00 – 14:45
Strategy to Action Panel: Revolutionising your Customer Experience by Leveraging Disruptive Technology; Smart, Digital
& Social
Ultimately, customers are now turning to social media to voice their questions, concerns and
complaints about your organisation and the service you provide. This can be both a benefical and
damaging tool to use. Being able to deliver a powerful social customer experience, whilst enhancing productivity
and improving operational efficiency is still seldom achieved.
This unique session will offer the chance to hear from a leading operator on how to fully integrate ‘disruptive
technology’ into your strategy. You’ll hear:
 A case study and thought leadership on the very best approaches to tackling smart, social and digital in the customer
space
 How three separate organisations within the industry are looking at these issues, together with their lessons learned
through their strategy
 A guaranteed list of key take-aways that are actionable back in the office
This session will talk you through the best practices for ensuring you are delivering a great service across the social channels,
and how you can turn customers into brand advocates who do your marketing for you!
Led by Conversocial
Vicente De Los Rios Medina, Global Digital Channels Director, Telefonica
Maarten Stramrood, Director Segment & Online Marketing, UPC
Derek Donaldson, Head of Sales Operations, Sky
15.25 – 15.55 One-to-One Business Meetings Think Tank: The Essentials for VoC Success
16:00 – 16:30
Guided Thinking Exercise: Delivering Customer Loyalty
The rapid expansion in technology and mass entry of providers into the market has completely changed the face of the telecom industry, making the
subject of customer loyalty and retention in telecom more important than ever before. Apart from the well-known fact that acquisition campaigns are
much more expensive and much riskier than retention campaigns, focusing solely on the acquisition strategy is detrimental and often impossible in the
current highly saturated market. As such, successful retention and loyalty strategies are the only way for a company to differentiate and stay profitable.
How will the session work? This session will dig deep into effective strategies for delivering customer loyalty, together with a
‘lessons learned’ approach and practical takeaways you can build into your own loyalty strategy.
Esa Kling, Head of Consumer Offering, Teliasonera
17:10 – 17:40 One-to-One Business Meetings Think Tank: Twitter Clinic: Strategies for Taming the Beast
17.40 – 18.10
Closing Keynote: Leveraging your Customer Experience Strategy for Growth in a Hypercompetitive Market
By now you will have heard some of the leading organisations talk about different aspects of their customer strategy. But how do
you tie these elements all together to become the leader in the field?
Orange is currently conducting an ambitious programme to be the leader in customer experience in all countries in which they
operate. Leading the way in 22 of these countries, Fabrice will take you through the transformational programmes used to take into
consideration many of the contexts and cultural changes your own organisation will be going through.
Fabrice Andre, Chief Customer Service, Quality & CSR Officer, Orange
18:15 -
Evening Drinks Reception & Night Time Networking

Agenda Day Two - Wednesday, 29th
April, 2015
08:00 - 08:40 Registration & Check-out Time
08:40 – 08:45 Chairman’s Welcome & Opening Remarks
USING YOUR CUSTOMER EXPERIENCE AS A CATALYST FOR DIFFERENTIATION
08:45 – 09:45
Quick Fire Case Studies: Innovation that Excites the Telecom Experience: Expect the Unexpected!
This session will showcase three unique case studies. Be inspired by leading international telecoms companies as
they share how they have created a unique experience to excite their customers. These leading customer experience
and brand loyalty experts will present a quick fire (20 minute) case study, before you get the chance to share your
own experiences during the discussion that follows.
 Building Emotional Engagement with your Customers to Deliver Brand Advocates
 Engaging your Employees and Adopting a ‘Test & Learn’ Approach
Danny Dixon, Director of Customer Strategy, Three
Tom Rainsford, Brand Director, GiffGaff
Charlotte Dunsterville, Director of Customer Experience, Sure International
09:45 – 10:15
Sponsor Session: Building a Customer Engagement Strategy that Delivers Actionable Insight in Real-Time
PROVING THE VALUE OF CUSTOMER EXPERIENCE
Think Tank: Welcoming and Embracing Customer
Complaints as Strategically Important Business Insights
12:00 – 12:30
Thinking Exercise: The Value of Innovation for Customer Experience
Ultimately, the only way to use Customer Experience as a competitive advantage is to make sure you are truly
ahead of the game. Innovation is a key part of this process but tracking ROI from this can be tricky.
You will leave this session with the strategic know how to innovate effectively for your consumers, together with
tracking the value of this to your business.
Annamaria LaCivita, Head of EMEA Customer Innovation, BT
Halimah Abdullah, Director of Customer Services, Lebara
12:35 – 13:05
Sponsor Session: Building the ROI into Your Customer Journey Map to Guarantee Financial Results
13:05 – 14:05 Networking Lunch
14.05 – 14.35 One-to-One Business Meetings
14.40 – 15.10 One-to-One Business Meetings
Think Tank: Service Recovery: What to do when Your
Service Fails the Customer
15:15 – 15:45
Interview: Turning the Silo Model on It’s Head: What Does A Customer Actually Want?
There are so many different divisions of your organisation (arguably all of them) that are involved in the customer journey. From
billing and payments to IT, no strategy can fully develop what it sets out to achieve unless all divisions are effectively aligned.
A leading expert will discuss how they have gone about breaking these silos’ in their own organisations, together
with how to avoid some of the common pitfalls and build a business case to ensure the customer is a top
priority for each division.
Ted Knight, Global Head of Perfect Delivery, Truphone
15:45 – 16.15
Closing Keynote Case Study: Designing Real ‘Moments of Truth’ for the Customer; Beyond the Strategy
It’s become evident that organisations need to do more than build a customer strategy. A shift in NPS can look good on paper, but unless the customer
experiences a true change in the service they are provided with, you’ll never really be able to generate satisfied and loyal customers
who truly buy into the brand.
Through practical examples and an honest approach to building a customer strategy, you will hear how a leading organisation are
driving the brands expansion through real ‘moments of truth’, all while maintaining the core value of the iconic brand.
Ashley Cook, CRM Chief Customer Officer, O2
16.15 – 16.45 Closing Remarks
16.45 End of Exchange

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