7th Annual Customer Experience Managment in Telecom Summt

How to reward your employees who reward your CUSTOMERS?

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HOW TO FORECAST FUTURE VALUE OF

A CUSTOMER ?Customer loyalty: What does that mean today?

What doescustomer experience maturity

mean?

7 thAnnual

Organizer:

HOW TO LEVERAGE BIG DATA & AVOID THE DISRUPTION?

CEM in Telecom Summit21 - 23 April 2015 I Berlin

Eurostars Berlin Hotel

16CASE STUDIESFROM COMPANIES: Deutsche Telekom Orange Telefonica KPN TDC2 WORKSHOPS

BT - Dr. Simon A. Hovell DEUTSCHE TELEKOM - Dr. Andr DybekSFR - Guillaume PeterGOOGLE - Thomas RebyMTS RUSSIA - Michaela Caroline Jarisch

SPEAKERSINCLUDE :

Members of Board, C-level, Vice Presidents, Directors, Head and Senior Managers from the Telecom industry involved in:

Who should attend

Customer Lifecycle Strategy Customer Experience Client Relationship Development CRM & Loyalty Customer Care

Service Quality Marketing / Sales Retention and Loyalty

Programmes Customer Insight and Satisfaction

Channel Management Multichannel Management Client Relationship

SPEAKERSDr. Simon A. HovellDirector, Complex Products Customer ExperienceBT

Dr. Andr DybekHead of HR Customer Experience ManagementDeutsche Telekom AG

Max von TrothaDirector of Customer Experience, Launch Management & Investment RoadmapEE

Thomas RebyService Management, SMB Services at GoogleGoogle

Wieke MichalidesCustomer Experience ManagementKPN

Michaela Caroline JarischDirector Customer Base ManagementMTS Russia

Marcin CharkiewiczHead of Customer Testing CenterOrange

Guillaume PeterHead of Customer Experience Program at SFR Service AcademySFR

Oya OzdemirLead Customer Experience Strategy and Project ManagementSuperonline (Turkcell Group)

Simon LangeHead of User Experience DesignTDC

Milosch GodinaDirector Customer OperationsTele2

John BelchamberHead Global Business IntelligenceTelefonica

Allan FreiheitDirector, Customer Service, Back OfficeTelenor

Anna PhilipsonVP Head of Customer ChannelsTeliasonera

Mustafa KopukSenior Customer Experience Specialist at Turkcell, Head of Customer ExperienceTurkcell

Artem Yu VartanyanChief Customer OfficerVimpelcom

Frederic DevroyeVP Customer Care VOO

Abdulmajid Al RashoudiChief Customer Care Officer Zain

Dear Colleague,

Welcome to what is already the 7th Annual Customer Experience Management in Telecom Summit.

Over the years this summit has contributed greatly to the exciting, innovative CX journey; providing experts and senior professionals the opportunity to find and discuss the secrets, turbulences and capacity of Cus-tomer Experience in the Telecoms industry.

With increased competition customers have great-er choice now than ever before and are becoming pickier. Simply having a good product with ordinary service is not enough anymore. You need something extra. And that something extra is a great customer experience.

To create customer experiences that build loyalty and long-term customer relationships, you need to ex-amine your data to learn what your customers really use, need and then evaluate whether youre provid-ing them with the experience for their business to be successful and modify as needed.

There are still so many steps to do, secrets to uncov-er, improve and bring to perfection and I am happy that our event will provide you with the latest inno-vations and solutions to boost your CX performance once again.

Lucia Bardi JurinovaDirector Production ManagementAllan Lloyds - AL EVENTS group

7TH ANNUAL CUSTOMER EXPERIENCE MANAGEMENT IN TELECOM SUMMIT

Benefits of attending Understand the challenges of customer experi-

ence in the mature market

Hear about the innovations in customer journey mapping

Explore the advantages of sophisticated CRM systems

Learn how to improve customer experience through engaged employees and employee engagement programs

Gain insight into how to achieve the best customer experience tools in a short period of time

Determine how to improve the quality of cus-tomer insights and customer satisfaction

Identify the value of Big Data and how to manage disruptions

EVENT PROMISEThe 7th Annual Customer Experience Management in Telecom Summit will dive into recent challenges and innova-tions in customer experience, mobile and digital customer experience, how to im-prove customer journeys, how to build ef-ficient and successful customer programs, and explore company transformation case studies and practical examples of provid-ing best experience to customers.

Here you shall have the opportunity to discuss the latest trends in Big data, em-ployee rewards, trainings, Customer Ser-vice Academies and even human experi-ence management which will generate rich discussions between the leading ex-perts and attendees at the event.

WORKSHOPWorkshop A: Mobile and Digital Customer Experience 21 April 2015 (13:00 - 14:00)

Growing focus on mobile customer experience

Progressive customer-centric compa-nies moving towards a mobile-first policy

Mobile is becoming the customers problem-solver

Mobile Customer Experience Will Fuel Digital Transformation

Do you really know what your customers expect?

What does customer experience maturi-ty mean?

Drive towards greater maturity around reporting/metrics/monitoring to better understand performance and KPI trends

How to forecast the future value of a customer?

Workshop B: Customer Insights and KPIs trends21 April 2015 (14:00 - 15:00)

BOOKING LINE: Tel.: +421 221 025 324 / Fax: +421 252 444 225 www.telecomcem.com

KEY TOPICS Why Human experience, and not customer experience

management? How to continually improve the customer experience

on multiple levels and develop a way to work to deliver services which are internally anchored, effective and customer centric

Customer Experience improvement through Customer Journey redesign

Customer Journey mapping as a continuous improve-ment tool

Customer centricity - journey of Net promoter System implementation

How to reward the employees who reward your cus-tomers?

WORKSHOP

08:20

08:50 09:00

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10:45

11:15

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12:40

14:00

14:45

15:30

16:00

16:30

17:15

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18:45

19:30

Registration and Morning Coffee

Coffee Break

Lunch

Coffee Break

Cocktail reception

Opening Remarks from the Chairman

Customer Experience Strategy in Deutsche Telekom

Andr Dr. Dybek I Deutsche Telekom AG

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A tale of three launches

Dr Simon A. Hovell I BT

Wednesday 22 April 2015

SCHEDULEThursday 23 April 2015

Roundtable Discussion

All Attendees

Interactive Panel DiscussionGroup of Speakers

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YBuilding customer relationships and boosting ARPU at MTSMichaela Caroline Jarisch I MTS Russia

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D - Discussion

Final roundtable, one to one meetings and Closing remarks from the Chairman D

CASE STUDY - Experience Based Case Study - Great Opportunities for Networking

08:20

09:00 09:15

10:00

10:45 11:15

12:00

12:40

14:00

14:45

15:30

16:15

16:30

17:15

18:00

18:45

How to design a service

Simon Lange I TDC


Coffee Break

Lunch

Coffee Break


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management: is customer service key for achieving loyalty?

Frederic Devroye I VOO

Coworkers and Customer Experience: How to deliver the best CE?Guillaume Peter I SFR

Customer Experience improvement by Customer Journey redesign. Communication to customers about incidentsWieke Michalides I Royal KPN N.V.

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Customer Experience in Zain KSA

Abdulmajid Al Rashoudi I Zain KSA

Customer Experience Strategy in TeliaSonera

Anna Philipson I TeliaSonera

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Segmentation 2.0: Using Analytics to deliver differentiationJohn Belchamber I Telefonica

Customer centricity, journey of Net promoter System implementationArtem Yu Vartanyan I Vimpelcom CA

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Beyond the Ordinary ProgramOya Ozdemir I Superonline (Turkcell Group)

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Evolving Customer Experience through Knowledge SharingThomas Reby I Google

Customer Experience Management in TurkcellMustafa Kopuk I Turkcell

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All Attendees

Speed Networking Session

Orange Poland and the Human Experience Management Analytical ChallengeMarcin Charkiewicz I Orange

Roundtable DiscussionAll Attendees

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YHow to become best in class customer experience in 30 daysAllan Freiheit I Telenor


All Attendees

AVAILABLE SPEAKING SLOT FOR SOLUTION PROVIDER




DAY 108 : 20

08 : 50

10 : 45 Networking Coffee Break



22 APRIL 2015 7TH ANNUAL CUSTOMER EXPERIENCE MANAGEMENT IN TELECOM SUMMIT


10 : 00 Dr. Simon A. HovellDirector, Complex Products Customer ExperienceBT

A tale of three launches

In June 2007, BT met a regulatory deadline to move provision of its core Consumer calls and lines service to a new OSS. In so doing it triggered a service crisis with a disastrous impact on its brand and share price. This is the story of what went wrong, how it was fixed, and the impact it had on two major service launches, and the birth of a modern service-focused culture in BT

How BT went wrong when they moved Consumer voice onto the new OSS, and how it affected our customers

How the learning was applied to Broadband when it was moved 6 months later and what we still struggled with

How that fed into the launch of BT Sport, which went from 0 to over 1 million customers overnight and what we learned from that which we will take for-ward into subsequent major product launches

CASE STUDY

11 : 15 Dr. Andr Dybek Head of HR Customer Experience ManagementStandard Chartered

Deutsche Telekoms HR Portal Strategy for an Integrated Employee Experience Employees in our business experience a high-tech job environment, but in their HR processes this is often underrepresented. The development of employee self-services closes the gap, but creates a wide landscape of various platforms and touch points. How could these services be aligned and focused, along with a positive employee expe-rience?

Innovations to Improve the Employee Experience More touch-points - More benefits? Metrics as a Key Resource for Optimization

CASE STUDY

09 : 15 Anna PhilipsonVP Head of Customer Channels TeliaSonera

Customer Experience Strategy in TeliaSoneraCASE STUDY

09 : 00 Speed Networking Session

Dont forget your business cards! Great 15 minutes ice-breaking and networking activity to meet your peers before we start

DAY 1 22 APRIL 2015


12 : 00



16 : 30 John BelchamberGlobal Big Data & Business IntelligenceTelefonica

Segmentation 2.0: Using Analytics to deliver differentiation Does Big DATA offer the opportunity to deliver enriched Segmentation strategies to drive improved customer experience or just another platform development. Through practical examples from Telefonica, well identify some of the pitfalls and benefits weve seen delivered through a focused deployment programme.

Does Big data offer new differentiation opportuntities for customer experience? How to integrate new data solutions into existing solutions Best practice and approaches to Transformational analytics Adding Insights Segmentation 2.0: Just another paradigm?

CASE STUDY

14 : 00 Thomas RebyService Management, SMB Services Google

Evolving Customer Experience through Knowledge Sharing

14 : 45 Michaela Caroline JarischDirector Customer Base ManagementMTS Russia

Building customer relationships and boosting ARPU at MTS

CASE STUDY

CASE STUDY

SPECIAL FEATURE: Interactive Panel Discussion

In this session, the audience has an opportunity to ask questions and have an open interactive discussion with the discussion panelists.

Sugessted topics: Customer Experience is deemed the most important indicator of operational

performance, yet satisfaction scores are failing in benchmarks year after year Organizations need an aligned strategy for customer contacts across all chan-

nels for all purposes Is developing the cross functional taking into account the delivery and channel

pressure points?

15 : 30 Max von TrothaMilosch GodinaJohn BelchamberThomas Reby

DISCUSSION


DAY 1 22 APRIL 2015 7TH ANNUAL CUSTOMER EXPERIENCE MANAGEMENT IN TELECOM SUMMIT


19 : 15 Cocktail Reception

17 : 15 Oya Ozdemir Lead Customer Experience Strategy and Project Manage-mentSuperonline (Turkcell Group)

Beyond the Ordinary Program

In 2014 we initiated the program Beyond the Ordinary in order to make the whole company understand how important the customer and customer experience is. In order to provide customers excellent experience we saw that we needed to improve the maturity level of both headquarters and touch point employees. To exceed the expectations of customers all employees first go beyond their ordinary and understand the others and customers lives. They also needed to be appreciated when they give extraordinary services to customers. This is a 3 pillar program, to make HQ employees understand touch point employees lives, to make touch point employees (both contact center and residential sales teams) understand each other and touch point employees understand what customer experience really is.

Customer Experience as company DNA Reward employees who reward your customers Make every employee understand each other and the customer

CASE STUDY

18 : 45

18 : 00 Allan Freiheit Director, Customer Service, Back OfficeTelenor

How to become best in class customer experience in 30 days

CASE STUDY

Click on image for play video with testimonials from our CEM Summit


DAY 208 : 20

09 : 00




23 APRIL 2015

09 : 15 Guillaume PeterHead of Customer Experience Program at SFR Service Acad-emySFR

Coworkers and Customer Experience: How to deliver the best CE?

Is a Customer-Centric Approach enough?

How companies should have the same approach in designing a Voice of the Employee?

Empowering agents with service training and more and better information is a must

What good ways are there to involve process owners for customer journey mapping?



CASE STUDY

11 : 15 Frederic DevroyeVP Customer Care VOO

Loyalty programs & high value customer management: is customer service key for achieving loyalty?

How do you build loyalty with your affluent customers?

Is service recovery the key to customer loyalty?

The impact of customer service in Loyalty: traditional and new channels

CASE STUDY

12 : 00

10 : 00 Marcin CharkiewiczHead of Customer Testing CenterOrange

Orange Poland and the Human Experience Management Analytical Challenge

This presentation will focus on more advanced issues linked with Human Experience Management analysis and practical long-term consequences of strategic choices. Expect a story full of questions with a limited number of answers. Most refer purely to Orange Poland case - telecom that is working consciously on Customer Experience Management for over half a decade with everyday successes and failures; but some points focus on more general, current & future challenges

Why Human Experience, not Customer Experience Management? HEM analytics and chess players: Strategic, Tactical & operational levels Bloopers & learning process: how not to measure HEM

CASE STUDY

14 : 00 Simon LangeHead of User Experience DesignTDC

How to design a service

How to continually improve the customer experience on multiple levels and develop a way to work to deliver services which are internally anchored, effective and customer centric

Transformation comes from acting on insights Establish a service design team within the organization Lean development and customer centricity

CASE STUDY


18 : 45 All Attendees

Final Round table, One-to-One meetings and Closing Remarksfrom the Chairperson

Open round table discussion for the attendees to summarize the information learned throughout the 2 days, opportunity to raise the final questions and comments.

DAY 2 23 APRIL 2015




14 : 45 Artem Yu VartanyanChief Customer OfficerVimpelcom

Customer centricity, journey of Net promoter System implementation

We will share our experience in Customer centricity, as we are two years into the journey of Net promoter System implementation based on: 1) front-line employee coaching and 2) the system of continuous improvement based on customer feedback.

CASE STUDY

16 : 30 Wieke MichalidesCustomer Experience ManagementRoyal KPN N.V.

Customer Experience improvement by Customer Journey redesign. Communication to customers about incidents

Customers expectations on network performance rise as the world gets more digital and connected. Customer Journey mapping is a powerful tool for all employees to become aware of the current customer experience and to redesign this experience if needed- to match with current customer needs. The Customer Journey improvement process steps we follow are explained and illustrated with specific case examples.

How to use customer insights to make conscious improvement choices Customer Journey mapping as a continuous improvement tool Benefit tracking of improvements in customer experience

CASE STUDY

17 : 15 Abdulmajid Al RashoudiChief Customer Care Officer Zain KSA

Customer Experience Management in ZAIN KSA

CASE STUDY

15 : 30

Turning your customer experience programme into a company-wide initiative

Learning how to brand and package your customer experience initiative Understanding how to ensure top-level buy-in and involvement Establishing how to secure company-wide acceptance Determine how to make customer experience a strategic priority and how to

set smart targets and KPIs Exploring how to continuously monitor your progress and share this information

with the rest of the company Understanding how to sustain employee involvement and commitment

18 : 00 Mustafa KopukHead of Customer ExperienceTurkcell

CASE STUDY


7th Annual Customer Experience Management in Telecom Summit 21 - 23 April 2015 I BerlinEurostars Berlin Hotel PLEASE FILL IN REQUIRED DETAILS IN BLOCK AND FAX or E-MAIL TO:

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7th Annual Customer Experience Managment in Telecom Summt