CONFERENCE DAY ONE
Morning
8:00 am - 8:45 am REGISTRATION AND WELCOME COFFEE
8:45 am - 9:00 am IQPC WELCOME & CHAIR INTRODUCTION
9:00 am - 9:15 am CHAIR’S WELCOME & ICE-BREAKER
9:15 am - 9:45 am HOW DO YOU DISRUPT THE MARKET WITH A CUSTOMER EXPERIENCE OFFERING?
A story of a company set out on a mission to disrupt the $270 Billion Sports industry by building a deep understanding of their customers’ needs and a deep connection with their customer base. Stay put and be ready to draw the links with the telecoms industry, helping you to deliver breakthrough marketing and incredible experiences.
• How to carefully consider your options on what your digital design will look like and turn them into a strategy?
• What does a customer centric product development lifecycle look like?
• How can you differentiate your brand in the age of overused personalization?
9:45 am - 10:30 am ASK THE EXPERT SESSION: “CX TECH IMPLEMENTATION: THE DEVIL IS IN THE DETAIL”
Implementing, moving, and using a new technology involves a lot of work with many decisions to make. What is the best place to start? When should you seek help? How do you recover from a failure?
We asked Kevin O’Brien to share a list of CX tech implementation best practices and standards adopted through the process. The rest is in your hands with the open floor for questions!
10:30 am - 11:00 am PUTTING CUSTOMER EXPERIENCE AT THE HEART OF NEXT-GENERATION OPERATING MODELS
In this digital economy, consumers have been empowered to demand sophisticated interactions across multiple channels from their service providers. Service providers in turn need to align their technology and business models to more effectively engage these digital customers and meet their demands. Re-shaping the enterprise using next-generation operating models can achieve value while enabling customer journey optimization.
- What it takes to deliver breakthrough customer experiences through digital reshaping
- What, and how much companies can achieve by redesigning customer journeys
Measuring customer satisfaction to understand what really important and correlating value shareholder returns
11:00 am - 11:30 am MORNING BREAK AND NETWORKING
11:30 am - 12:00 pm TURNING CUSTOMER DATA INTO A REVENUE-GENERATING ASSET — A CASE STUDY
A large multinational telecom was struggling with high customer churn rates, an ineffective sales process, and declining NPS® scores. The company turned to its data to better understand customer behavior and use customer insights to develop targeted retention and sales programs. These efforts led to significant improvements in customer save rates, NPS, and product upsell conversions.
Join this session to learn how this telecom:
· Overcame challenges caused by decentralized processes and fragmented source systems to create a single view of the customer
· Uncovered insights in its data to shape which retention, sales, and CX initiatives to prioritize
· Created and implemented a CX roadmap that aligned the organization around the customer and drove improvements in key business metrics
12:00 pm - 12:30 pm NETWORK INNOVATION FROM PUBLIC POLICY PERSPECTIVE
This session will address network innovation and data security from a perspective of constituents, rather than consumers. How is the state safeguarding the public and driving security in the CX lifecycle, given the rising concerns? Should the government exert more pressure on technology firms that pose concerns? How do we encourage the once vibrant ecosystem of American companies that formerly went toe-to-toe with the likes of Nokia and Ericsson?
Find out more about:
· Current plans and initiatives around constituents’ data protection
· A word of advice for telco providers on what to be mindful of in the near future
· And finally, how operators can work with the state to ensure their customers’ security comes first
12:30 pm - 1:00 pm GROUP DISCUSSION SESSION: HOW TO SOLVE THE DIGITAL TRANSFORMATION PUZZLE?
This group discussion will explore the key components in the digital transformation process for CSPs. We will focus on how well you know your customers, and to what extent your company’s culture plays into digital transformation. We will discuss what’s at the core of this transformation and talk openly on where you are in your journey. We will discuss the “touch points” you have with your customers and how are you transforming these areas for the optimum customer experience. As a side benefit, you may pick up some new LEGO skills as well!
1:00 pm - 1:45 pm NETWORKING LUNCH
1:45 pm - 2:15 pm TRANSFORMING CUSTOMER ENGAGEMENT: MOVING BEYOND APP PUSH NOTIFICATIONS AND PUSH SMS
What if you could achieve a customer response rate 20X greater than push SMS or app push notifications? What if you could communicate with 100% of your customers, on all mobile devices, without requiring a mobile application?
Join Christopher for insight into the immense advantages of using universal, interactive user engagement channels for mobile operators to drive VAS, advertising and core revenues from network events and user behaviors.
2:15 pm - 2:45 pm PANEL DISCUSSION: WHAT’S THE BEST WAY TO TRAIN YOUR AI?
Automation has the potential to handle 75% of customer support inquiries within the next five years, but most companies are stumbling out of the gate as smart bots are proving to be not so smart. With AI failing to provide an optimal customer experience due to outdated content, poor signal, lack of empathy, among other issues, we’ll explore how we can better train conversational AI:
● What are the primary pain points today in implementing AI to successfully and efficiently address customer inquiries?
● How can you leverage the expertise of your customers to train machine learning systems and improve CX?
● How can you leverage AI and automation to drive higher CSAT while also reducing cost?
In this session, we’ll discuss how to provide a better customer experience, while also modernizing your workforce in the age of automation.
2:45 pm - 3:15 pm SELF-SERVICE PLATFORMS: THE KEY TO UNLOCKING THE POWER OF CUSTOMER EXPERIENCE DATA
The Customer Experience Event Hub is a design pattern that unlocks the power of real-time data. However, building one can be extremely labor intensive and costly to operate. Embracing self-service platforms allows for amortization of development labor and then reallocation to additional problem spaces.
- Self-service data ingestion puts ownership into the data producer’s hands and pushes operational responsibility and accountability to the edge
- Self-service tooling powers discovery and investigation
- Self-service analytics powers business insights and exposes the customer journey
- Self-service orchestration puts management of customer messaging in the hands of the business
- Self-service journey modeling enables long time horizon engagement through digital channels
· Self-service ML model training and deployment provides guard rails that accelerate delivery and encourage experimentation
3:15 pm - 3:45 pm DRIVING EBITDA GROWTH THROUGH REFRAMING THE CUSTOMER SERVICE MODEL
Koodo Mobile has remained an industry leader in the wireless category, backed by multiple J .D. Power wins over the last 10 years. A distinct approach to customer experience, centered around ‘design thinking’ principles is at the heart of the success.
Learn how you can adopt some of these insights for your business strategy and transform your customer interactions to a new future-proof digital model, maximising customer satisfaction and loyalty.
• Leverage AI, tech innovation and customer centricity for a win-win outcome
• Changing the paradigm of the traditional support model
• Using behavioral psychology in defining CX strategy
3:45 pm - 4:15 pm ENHANCING THE DIGITAL BILLING EXPERIENCE
This session will explore the challenges faced by B2C & B2B CSPs to leverage and consolidate multiple billing platforms to deliver a self-serve billing portal, enhanced by the complexity of interconnected devices. You will walk out with a better understanding on how to:
• Deliverer centralized visibility and unified billing communications across fixed, mobile, data, hosted ICT etc.
• Subscriber Data Intelligence & Customer Centric Observations
• Simplify billing comms to significantly enhance the customer experience and reduce customer care costs
4:15 pm - 4:45 pm AFTERNOON BREAK & DRINKS
4:45 pm - 5:25 pm CREATING A CUSTOMER CENTRIC DIGITAL ECOSYSTEM
The staggering success of customer-centric, platform-based digital businesses is a resounding endorsement of what customers value the most – speed, convenience, simplicity and great prices. Creating a digital ecosystem that facilitates the above should happen at the outset of your business’ strategic planning process, to enable you to integrate it throughout your customer experience strategy, which is highly challenging for long-standing telcos.
This thought-provoking session will dive into how you can rebuild your CEM ecosystem to be more customer-centric; followed y a group discussion exercise.
5:25 pm - 5:55 pm DRIVING THE CX CULTURE AND THE PARADIGM SHIFT
Collaboration amongst your employees, functional departments, and trending CX technologies is the single biggest enabler of customer satisfaction or dissatisfaction. A lack of effective collaboration is easily visible to the customer. It shows up in the transaction itself (being passed from department to department, or through self-serve opt-out), in your customer surveys (“the right hand doesn’t know what the left hand is doing”), and in your internal NPS surveys.
This talk will help you to establish the following key elements of CX success within your teams and have your people aligned in the same direction, empowered by the same ideal journey vision, as you work to elevate the Customer Experience:
· Leadership buy-in
· Shared business objectives
· Alignment on other departments’ role in CX
· The Human element
