CEM Global in Telecoms Online
19 - 20 January, 2021
| Online Conference - Timings GMT
Conference Day One - 19 January, 2021 (Timings in GMT)
11:25 - 11:30
CEM TELECOMS GLOBAL WELCOME
11:30 - 12:10
A DATA-DRIVEN CULTURE: EMBRACING THE USE OF DATA IN CX TRANSFORMATION
Gareth Powell -
Group Data Officer,
Irwin Mitchell
- What do we mean by a data-driven culture and what does this look like in practice?
- What can a data-led strategy show us about how to reduce churn and improve customer loyalty?
- How can we create new revenue streams and diversify telco value propositions by integrating data and additional service offerings based on customer demands?
12:10 - 12:50
CASE STUDY WITH VODAFONE AND ONEPIN: PROVEN STRATEGIES TO INCREASE DIGITAL USER ENGAGEMENT AND SPARK BASE REVENUE GROWTH
Doğu Kir -
Head of Growth – Base Management Lead,
Vodafone Turkey
Andrea Goodwin - Vice President, Products & Marketing, OnePIN
- Discover how to achieve customer engagement rates exceeding 80%
- Drive uptake rates 20X greater than those achieved using an over-the-top app or social feeds
- Learn how to reach the unreachable subscriber
- Improve engagement results using data driven clues – A brief “how to” case study
12:50 - 13:10
SHORT CONTENT BREAK
13:10 - 14:10
PANEL DISCUSSION: DRIVING CX INITIATIVES THROUGH AI AND ANALYTICS
Dave Bukovinsky -
Executive Director – Product Management,
CSG
Nirali Patel - Director of Data & Analytics, Openreach
Sinem Yuksel - Customer Experience Director, Turkcell
- How great a role should data play in a transformation strategy?
- What competitive advantages can be leveraged by establishing an ‘analytics-first’ culture and how can AI and intelligent automation help us accomplish this?
- What issues are operators facing in regards to customer data regulations and what strategies can be implemented to compliantly communicate with customers?
- With the emergence of 5G, IoT and AI, what do we predict for the future of telecoms and how it will impact the customer?
14:10 - 14:50
BRINGING YOUR 2021 CHANNEL STRATEGY TO LIFE
Will Gibson -
VP, Sales & Marketing,
Maplewave
COVID-19 has changed everything - that means telcos must change everything too. Faced with evolving consumer preferences, new retail pressures, and the need to quickly expand their digital presence, telcos must go back to the drawing board and re-imagine their channel strategy.
- The four types of pandemic shoppers and how to serve them
- Which channels you need this year, and the ones you don’t
- Finding savings and efficiencies to fund your new channel strategy
- Four digital solutions you should invest in this year
- Creating a compelling retail experience under challenging circumstances
- Two important sources of new revenue
- How platforms make it all possible
14:50 - 15:10
SHORT CONTENT BREAK
15:10 - 16:10
PANEL DISCUSSION: TELCO GROWTH STRATEGY IN THE DIGITAL WORLD
Christian Pedak -
CEO,
LAMIE direkt
Sandra De Zoysa - Group Chief Customer Officer, Dialog Axiata PLC
Mila Milenković - Head of Digital Innovation & Applications, Telekom Srbja
Vaughn Van Bosch - Head of Digital Transformation, Celcom Axiata Berhad
Exceeding customer expectations is what provides the wow factor. While digitally-born companies have established that standard, they’ve made it all the more difficult for Telco’s to match, let alone exceed it. But the strategic question for Telco’s continues to be ‘what’s the next growth engine?’ Diversifying the Telco value proposition beyond voice and data services is essential, but understanding where to diversify and how to deliver value in typically unfamiliar territory is informed by what customers want. A good understanding of customer needs guides us on choosing the big bets; and a good understanding of their expectations maximises the chances of success.
- Reinventing the telco customer experience: what does it mean to be a digital operator?
- How is innovation and disruptive technology shaping what our customers really want?
- How confident are we of matching and exceeding customer demand?
- Are our delivery structures customer-friendly?
16:10 - 16:50
MOVING FROM REACTIVE TO PROACTIVE CUSTOMER SUPPORT
Linda Sessa -
Senior Director of Digital Transformation,
Liberty Latin America
Aravind Parthasarathy - COO - Solutions Lead, Prodapt
16:50 - 17:30
BUILDING DIGITAL PLATFORMS AND EXPERIENCES TO MAXIMISE CUSTOMERS’ LIFETIME VALUE
Jyri Suvela -
Chief Commercial Officer,
Telia Inmics-Nebula Oy
- Engaging customers in digital time with the right service through the right channel, when it matters most
- Harnessing the power of connected intelligence to build a thorough understanding of customers - what they want, what they need and what they find valuable
- Delivering ultra-personalised customer experiences and contextualised offerings based on this customer understanding
- Utilising AI & automation to make sense of the massive amounts of network and customer data and turn insights into immediate, even predictive action
