CEM Global in Telecoms Online
19 - 20 January, 2021
| Online Conference - Timings GMT
Conference Day Two - 20 January, 2021 (Timings in GMT)
10:45 - 10:50
CEM TELECOMS GLOBAL WELCOME
10:50 - 11:30
WITH CUSTOMERS MOVING BACK AND FORTH BETWEEN MULTIPLE DEVICES FOR ONE TRANSACTION – HOW CAN WE EFFECTIVELY ENGAGE WITH OUR CUSTOMERS?
Eddie Short -
Director – Chief Data & Analytics Officer,
O2 (Telefónica UK)
- Mobile: How can you use mobile to communicate with the consumer in micro-moments?
- Chatbots: How do you position chatbots with the consumer?
- Social media: How can you succeed in an era of human-driven marketing?
- Website: Does you online platform reflect your customers buying patterns?
- Human: Should human contact only be used in the “worst case” scenario for the customer or are we underestimating our call centers potential to differentiate your experience from competitors?
11:30 - 12:10
DIVERSIFYING THE TELCO VALUE PROPOSITION: HOW TELCOS CAN BECOME THE MOST POWERFUL INSURER OF THE FUTURE
Christian Haspl -
Team Lead, New Revenue Development,
Hutchison Drei Austria
Christian Pedak - CEO, LAMIE direkt
- How can Telcos transform their existing ecosystem by applying a disruptive “Telcosurance” strategy to enter the tremendously huge insurance market?
- Which key drivers and capabilities do Telcos need to embed insurance seamlessly into their customers’ existing daily life?
- How can unique customer experience be combined with highly attractive usage-based business models?
- Live-Example: What key findings and insights can be learned from the innovative “Smart” travel insurance proposition launched from Hutchison “three” Austria?
12:10 - 12:30
SHORT CONTENT BREAK
12:30 - 13:10
DELIVERING SUPERIOR CUSTOMER EXPERIENCE IN THE 5G ERA
David Leichner -
CMO,
SQream
5G is expected to increase data volumes to levels never seen before. The opportunities to provide significantly improved customer experience is huge for operators who can manage and analyze these massive data stores. This session will discuss how operators can deliver superior customer experience:
- Use 5G data to bring new and very targeted products and services to their customer base
- Optimise and maintain network operations at the highest levels for reliable and high-level quality of service
- Rapidly analyse potential threats to detect anomalies that could lead to disruption of service
13:10 - 14:10
PANEL DISCUSSION: WHAT ARE THE MOMENTS IN A CUSTOMER LIFECYCLE THAT MATTER THE MOST?
Ramon Kampinga -
Director & Senior Management Consultant,
Prodapt Consulting
Cary Cusumano CCXP - Principal Client Partner - Customer Experience Design, Verizon
Branimir Spajić - Director, Customer Experience Management, Hrvatski Telekom
Sandeep Shashikant - Principal Consultant, Frontier Communications
- How many touchpoints do you really need with the customer?
- Do more touchpoints mean a better service? Shouldn’t we just get back to focusing on delivering a great customer service instead of more channels, but greater inconsistency?
- How can you create predictive, personalised experiences at scale?
- Do the best metric and attribution methods come from the enterprises with the biggest wallets?
- Can you spin a bad customer experience into a brand loyalty game changer by proactively engaging with your customer across all channels?
14:10 - 14:30
SHORT CONTENT BREAK
14:30 - 15:10
DRIVING COMPETITIVE ADVANTAGE THROUGH TECHNICAL SELF-SERVICE
Andreas Jörbeck -
CEO,
Subtonomy
- How can you meet the needs and channel preferences for each customer without compromising results?
- What impact does real-time, personalised support have on customer engagement and how exactly can this be measured?
- Can this be seamlessly integrated with smart solutions for CS agents to improve their overall efficiency?
15:10 - 16:10
PANEL DISCUSSION: OVERCOMING INTERNAL CULTURAL AND PROCESS CHALLENGES TO SUCCEED IN A COMPETITIVE AND UNPREDICTABLE MARKET
Andreas Jörbeck -
CEO,
Subtonomy
Anila Fredericks - Head of Customer Service Operations, Telstra
Aasif Inam - Executive Vice President, Business Operations, PTCL
Rekha Weerasooriya - General Manager – Customer Experience & People Development - Dialog Enterprise, Dialog Axiata PLC
When undergoing any period of change, whether it’s a pandemic, merger and acquisition or attempting that all important digital transformation, success is largely down to having the right people and processes in place. But what do we see as the main inhibitors to change - across various business functions - and what can be done to overcome these?
- How can we effectively and practically manage cultural changes? Is a different type of CX employee needed?
- What is the best approach to clarifying and operationalising your CX vision and tying it to clear business outcomes?
- While it may be chaotic in the beginning, how can changes to people and processes be positively reinforced and maintained?
- How do you manage an organisation in chaos mode?
- Are all teams and employees responsible for its delivery?
Rekha Weerasooriya
General Manager – Customer Experience & People Development - Dialog EnterpriseDialog Axiata PLC
16:10 - 16:50
DIGITAL MATURITY MODEL FOR THE TELCO BUSINESS CUSTOMER PORTAL
Bram Cool -
Senior Vice President EMEA,
Globys
Globys has researched over 60 carrier portals in the B2B space on digital maturity using 72 different uses cases across the entire customer journey of a business customer, spanning Buy, Manage, Pay and Analytics. In this interactive presentation, Globys will share the methodology used and present the outcome of the analysis. Globys will share a few best case examples of carriers leading digital maturity.
