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North AmericA’s most estAblished cem gAtheriNg for cANAdiAN ANd Us cArriers
Discover how to break down silos to deliver a consistently positive experience for customers across all channels and touch points
MAIN CONFERENCE: OCtObER 21-22, 2015WORKSHOP DAY: OCtObER 20, 2015VENUE: AtlANtA, GEORGIA, USA
Michael Berger VP Customer Experience
Project & Process Delivery Bell
Nancy Fratzke VP Customer Care Centers
US Cellular
Ron Rout VP Customer Operations
Allstream
Carol Fink, Director, Executive
RelationsVerizon
Armand Barone Director Customer
Experience Cox
John Morello VP Quality and Operations
Experience Cablevision
David Garcia Director Service Strategy
Telus
Diane Magers Sr Executive – Office of
the Customer AT&T
“It’s great to learn best practices from your colleagues in the US and around the world. I always look forward to Customer Experience conferences and am able to take relevant ideas back to my local group.”
- Process Improvement Leader, Cox Communications
To register visit www.cemintelecoms.com
Featuring pioneering carrier case stuDies & insigHts From:
5 reasons tHis is a must attenD eVent:v Hear from AT&T how to become a “CEM Sherpa” and embed customer-centricity into the DNA of your organization
v Discuss with Allstream and Telus how to make the internal shift from reactive to proactive CEM to deliver consistently positive experiences
v Learn top tips for effective contact center customer care from U.S. Cellular and Suddenlink to increase efficiencies and customer satisfaction
v Find out from Cricket Wireless how to develop user-friendly online sales and service channels to reduce costs and drive new revenues
v Deep-dive into the best way to measure the customer experience with Cox Communications
sponsoreD by:
To register visit www.cemintelecoms.com
Dear Delegate, Like you, at Telecoms IQ we’re not happy that telco and cable companies still seem to be at the bottom of the heap when it comes to customer satisfaction. Fortunately, together we can change this perception!
Join us in Atlanta later this year for the 5th annual CEM in Telecoms North America Summit, and discover the secrets of customer experience success from your peers across the region.
Make the most of 3 days of interactive sessions, networking and case studies, and don’t miss the chance to: • HearhowU.S. Cellular proactively resolve customer issues to build trust in their brand• DiscoverhowVerizon gain buy-in and commitment from all levels of their business for their customer experience strategies• DiscusswithBell how to reinvent the billing experience for customers to reduce complaints and customer confusion
And so much more! Plus, reserve a spot on the interactive pre-conference interactive workshop day to gain hands-on, practical advice on how to map the customer journey to identify common pain points and areas of improvement, and determine how to engage your workforce to ensure these improvements are acted on.
Reserving your space is easy, just…
Email: [email protected] online: www.cemintelecoms.comCall – +44 (0) 20 7368 9300
On behalf of the entire Customer Experience in Telecoms events team, I look forward to welcoming you to Atlanta in October!
Best wishes,
Zoe Amos Director - CEM in Telecoms Global Series Telecoms IQ
meet your cem in telecoms global aDVisory boarD
P.S. Can’t wait until October? Check out the online Resource Centre, where you can find complimentary whitepapers, interviews and additional learning resources!
Franz WeisenburgerSVP Customer Experience DesignDeutsche Telekom
Heinz HonemannSenior Customer Experience ConsultantAccenture
Roman NedielkaDirector Group Customer ExperienceEtisalat
Rod ColemanEuropean Director of Customer ExperienceLiberty Global
Radu CiocanGroup Director Customer ExperienceOoredoo
Lynne HolmgrenGlobal Head of Customer Strategy & OperationsMillicom
cem in telecoms europe Vienna, Austria, September 2015
cem in telecoms north america Atlanta, USA, October 2015
cem in telecoms global summit london, UK, January 2016
cem in telecoms latin america Rio de Janeiro, brazil, March 2016
cem in telecoms nordics Stockholm, Sweden, April 2016
cem in telecoms africa Dar es Salaam, tanzania, May 2016
cem in telecoms b2b london, UK, July 2016
This event is part of the CEM in Telecoms Global Series
With nearly 100 years of telecoms and CEM experience behind them, these experts help to shape the format and content of each conference, and ensure the hottest industry trends are addressed.
Board members include:
To register visit www.cemintelecoms.com
12:30 Registration and Coffee
13:00 WoRkShop A Discover how to inspire employee happiness and engagement to build a customer focused culture and wow your customers To engage your customers, you must first engage your employees. In this interactive workshop, you will: • Establishhowtosecurecompany-widebuy-intoyourcustomerexperiencestrategy • Determinehowtoempoweremployeestodeliveranoptimalcustomerexperienceanddevelopa customer-centric mind set • Examinehowtoidentifytherootcausesofemployeemotivationgapsinordertoimproveteam performance and ultimately the customer experience • Discoverhowtosustaincommitmenttoyourcustomerexperiencestrategyeveninfinanciallydifficulttimes Tequea Batson-Diaz, Director, Visible Dreams Tequea Batson-Diaz assists professionals and organizations in building plans that move motivated minds to magnificent results. Tequea designs coaching plans based on the needs of the individual or organization she is coaching helping them identify their gaps, overcome performance barriers, and build ways to create buy in. Most recently working with Sprint, her other clients have included NICE Systems, First Bank, Direct TV, Cablevision, and Mobile RF Solutions as well as individual leaders in various industries and organizations.
15:00 Afternoon Refreshment Break
pre-conFerence WorksHops tuesDay october 20 2015
15:30 WoRkShop B Understand how to effectively map the customer journey to uncover opportunities for improving the customer experience Customer Journey maps are a tool for understanding and visualizing how customers interact with organizations across channels and touch points at each state of their lifecycle. In this interactive workshop you will • Discoverhowtousedifferenttypesofjourneymappingtouncoveropportunitiesinourcustomer’s experience • Gaininsightintohowjourneymappingrevealscustomerneeds,emotions,andexperiences • Learnhowtousecustomerjourneymapstodesignoptimalexperiencesandachievemeasurable outcomes such as increased retention, increased acquisition and increased customer value. Workshop leader: Melissa Harris, CEO, Telecom Training Corporation
To register visit www.cemintelecoms.com
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08:30 Registration and Coffee
09:00 Welcome Address Zoe Amos, Director - CEM in Telecoms Global Series, Telecoms IQ
09:05 opening Remarks from the Chair Melissa harris, Founder & CEO, Telecom Training Corporation
09:15 Speed Networking Session Form those initial relationships early - take a few minutes in the spotlight to introduce yourself to your peers, whilst competing for the title of ‘Best Networker’andaprize!
09:30 hear from AT&T how to become a CEM Sherpa and lead your colleagues down the path of customer-centricity! • EstablishingthestepsAT&Taretakingtoensure they continue moving along the CEM maturity model o Mappingthecustomerjourneytoidentifyand resolve common pain points o Listening to the Voice of the Customer • DetermininghowAT&TpilottheirnewCEM initiatives to test market reaction, and ensure smooth company-wide rollouts that all areas of the business can engage with • LearninghowAT&Thavebuiltacross-functional senior management team full of CEM Sherpas, to align the priorities of each department and keep the customer at the heart of all activities • IdentifyinghowyoutoocanbecomeaCEM Sherpa, and keep the customer front-of-mind across all areas of your business Diane Magers, Customer Experience Executive, AT&T and Founding Member, CXpA
10:10 Interactive panel Discussion: how can you effectively measure the customer experience? • Whatquantitativeandqualitativemethodscanyou use to measure the customer experience? • Whenandhowoftenshouldyoumeasurethe customer experience to get an accurate reflection of customer needs? • IsNPSthemosteffectivemeasureofthecustomer experience or are other metrics better? • Howcanyoueffectivelyrespondtoandtake action as a result of your customer feedback and customer experience measurements? Diane Magers, Customer Experience Executive, AT&T and Founding Member, CXpA Armand Barone, Director Customer Experience, Cox Communications
10:50 Session led by Alcatel-Lucent
11:10 Morning Networking Refreshments
11:40 Interactive Discussion Session: Customer Experience Metrics and kpIs – Beyond NpS The primary goals of an enhanced customer experience for telecoms carriers are simple: • Increasedcustomeracquisition • Reducedchurn • Increasedoperationalefficiency In your tables, you will have 20 minutes to discuss the key metrics you can use to measure your progress towards each of these three goals. At the end of the session, present your top KPIs back to the rest of the room, and hand in your notes to the registration desktoreceiveasummaryofeachgroup’sdiscussion post-event
12:20 hear how U.S. Cellular proactively resolve customer issues to build trust in their brand • EstablishinghowU.S.Cellularpositiontheirbrand to appeal to a specific set of customers • LearningwhyandhowU.S.Cellularlostthetrustof their customer base back in 2013 • IdentifyinghowU.S.Cellularempowertheircall center agents to proactively resolve customer issues to rebuild consumer trust o Developing training workshops to build confidence and generate new ideas o Moving from paper to practice to ensure these ideas are actioned • Discussingtheinitialresultsofthisnewapproach to call center training on customer satisfaction and trust,andthenextstepsforU.S.Cellulartoensure consistent customer satisfaction and loyalty Nancy Fratzke, VP Customer Care Centers, U.S. Cellular
conFerence Day one WeDnesDay october 21 2015
“The ability to network was very valuable. There were lots of great learnings from the different carriers and people were really open to share learnings and best practices” Customer Experience Leader, Eastlink Canada
To register visit www.cemintelecoms.com
13:00 Discover how to deliver an effortless telecom customer experience to achieve higher customer loyalty Intoday’sincreasinglycomplexservicecontext where customers have access to more information and where social media allows for the rapid dissemination of failures, carriers need to explore new methods to drive a competitive edge in Customer Experience in order to drive Loyalty and Wallet Share decisions. By tapping into the latest Customer Experience research as well as evidence- based research on driving Human Performance outcomes, this session will explore: • ProvenmethodstodriveCustomerLoyaltyby redesigning processes in order to reduce Customer Effort while aligning internal processes throughan“Outside-In”Customerjourney • Approachestoalignyourteammemberstoyour desired customer outcomes to deliver a more consistent effortless experience • Methodsanchoredinthelatestresearchin Neuroscience and Psychology that deliver significant results in the short-term by tapping into the discretionary effort of your team members Eric Michrowski, Chief Operating Officer, Sentis
13:20 Networking Lunch
14:20 Discover how Verizon gain executive and company-wide buy-in for their CEM strategies So,you’vefinallyreachedC-Suiteapprovalandbudget for your CEM program….. Now what? Inthispresentation,CarolwillshareVerizon’sroller- coaster ride through their sea of executive stakeholders to ensure that their CEM program had continued support at all levels across the corporation. Hear about everyone from Fearful Freddy, Harry the Data Hog, to Left behind Louie, and how Verizon were able to win them over to become long term advocates of their customer experience strategy Carol Fink, Director Executive Relations, Verizon
15:00 Interactive panel Discussion: how can you reinvent the billing experience for customers? • Howcanyoupresentcustomerinvoicesinaclear and simple way? • Howcanyouensureconsistencyof communications across multiple channels, and ensure customers understand exactly what they are paying for? • Howcanyouencourageyourcustomersto use e-bills to reduce costs whilst enhancing the customer experience? • Howcanyouovercomethechallengesprovided by disparate legacy billing systems to ensure a seamless billing process? Panelists include Michael Berger, Vice President - Customer Experience, Project and Process Delivery, Bell
15:40 Interactive Discussion Groups: Your CEM questions answered To wrap up the day, delegates will break out into sessions focused on their most pressing current challenge, and ensure their problems get solved by both the expert group leaders and their peers on the floor in an informal and intimate setting. Topics of discussion will include: • LeveragingtheVoiceoftheCustomertodrive engagement and revenues • MaximizingtheROIofyourdigitalandsocial channels • OptimizingthecustomerexperienceusingBigData • Bridgingthetechnical-commercialgaptodeliver an excellent network experience Andmanymore!
16:50 Closing Remarks from the Chair Melissa harris, Founder & CEO, Telecom Training Corporation
17:00 End of Conference Day one, and Networking Drinks Reception
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conFerence Day one WeDnesDay october 21 2015
BY INVITATIoN oNLYTelecoms IQ will be inviting 10 of our most senior members working in the customer experience space to discuss the issues hot on their agenda, in a private and informal 90-minute CEM Leaders Brainstorming session during the afternoon of Conference Day One.
With an agenda set by you, and no Powerpoint slides to disturb the flow, this is your chance to participate in an open debate, and ensure your contributions remain top secret!
To register visit www.cemintelecoms.comTo register visit www.cemintelecoms.com
08:30 Registration and Coffee
09:00 opening Remarks from the Chair
09:10 Discover how TM Forum’s members are advancing CEM concepts and best practices by collaborating with companies from across the digital ecosystem • Identifysomeofthebestpracticesproducedby TM Forum members, including a maturity model, a lifecycle model, a suite of over 550 metrics mapped to every stage of the lifecycle model, an omnichannel guidebook, an ROI calculator, innovations in 360 degree view of the customer, 30+ data analytics use cases and much more • Hearkeyfindingsfromnewly-releasedCEM researchcarriedoutwithTMForum’smembers, hotoffthepress! • GaininsightintothefuturevisionofCEM according to TM Forum members, in particular the impact on the customer with the Internet of Things, Digital Health, Smart Cities and Data Monetization Rebecca Sendoval, Senior Director Big Data Analytics and Customer Experience, TM Forum
09:50 Discover how Cablevision are taking an insight- driven approach to customer process improvement • DetermininghowCablevisioncaptureanduse both NPS and verbatim feedback to understand customer pain points and identify areas of improvement • LearninghowCablevisionareleveragingthis insight to enhance the quality of service they provide their customers o Incorporating feedback into contact center training o Empowering field service agents to go ‘above andbeyond’andreallywowtheircustomers • Establishingtheimpactsofthisinsight-driven approach on public perception of the Cablevision brand, and identifying the next steps for Cablevision on their process improvement journey John Morello, Vice President Quality and Operations Experience, Cablevision
10:30 Interactive panel Discussion: how can you move from being reactive to proactive in your approach to CEM? • Howcanyouincreasecross-functional collaboration to become more proactive? • Whichchannelscanyouleveragetoserveyour customers more proactively, and how can you maximize the efficiency of these? • Howcanyoumonitorcustomersatisfactionand pre-empt customer queries and complaints? • Towhatextentshouldyouproactivelynotify customers of network issues? panelists include: Ron Rout, VP Customer Operations, Allstream John Walburn, VP Customer Service, Fidelity Communications David Garcia, Director Service Strategy, Telus
11:10 Morning Networking Refreshments
11:40 Learn how Fidelity Communications work cross-functionally to deliver a seamless experience for customers • DetermininghowFidelityensureeachdepartment within their business understands the impact of their activities on the customer o What are the drivers of calls into the contact center? • ExploringhowFidelityhaveincreasedcross- functional communication to ensure alignment of priorities and proactive identification of potential customer issues • Examiningtheresultofthisnewcollaborative approach on customer satisfaction, costs and revenue John Walburn, VP Customer Service, Fidelity Communications
12:20 Session Led by Spatialbuzz
13:00 Networking Lunch
13:50 Determine how Cricket Wireless developed a customer-centric online presence • DiscussinghowCricketaredevelopingtheir digital platforms to ensure the core needs of their customers are catered for o Product information and support o Self-service portals o Purchasing options • EstablishinghowCricketleveragecustomer feedback to ensure their online channels are simple and user-friendly • LearninghowCricketareenhancingtheiranalytics and workflow management capabilities to ensure a consistently positive experience for customers in the long term Darrell Franklin, Director Digital Experience, Cricket Wireless
14:30 Final Interactive Discussion – Committing to CEM Excellence As the conference draws to a close, it is time for everyone to reflect on their key learnings and takeaways. In this interactive session, delegates will splitintogroupsbasedontheirjobfunction.Each group will have 20 minutes to discuss the impacts of their role on the customer experience, and then feed back to the rest of the room the “Top Ten” things they can do in their roles to enhance the customer experience. These documents will be circulated post-event so you can take back some clear strategies for your colleagues.
15:00 Closing Remarks from the Chair
15:15 End of Conference
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conFerence Day tWo tHursDay october 22 2015
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To register visit www.cemintelecoms.comTo register visit www.cemintelecoms.com
sponsoreD by:
Delivering quality content and events to enhance your knowledge and strengthen your networks, Telecoms IQ is dedicated to
providing practical, detailed information through conferences held at both thenationalandinternationallevel.Byprovidingaccurate,objectiveandup-to-date developments and trends in various industry segments, Telecoms IQ enables organizations to remain competitive and profitable. Telecoms IQ recognizes the value of face-to-face forums, and strives to make each conference a valuable learning experience, allowing our attendees to receive a maximum return on investment. Current areas of practice include customer management, digital transformation, data analytics and service development. Become a member here: www.telecomsiq.com
Forum partner
meDia partners
about telecoms iQ
Join ournetWork
“The conference circuit gets busier every year; but having invested in a number of telecoms conferences over the years I find Telecoms IQ to be one of the most consistent in terms of creating a compelling agenda and attracting the right level of delegates. For us, as a sponsor, these are critical in our ability to generate a positive ROI.” VP Marketing, WDS, A Xerox Company
“The CEM event was a great intimate event with interactive panels, a good level of participants from different companies in the Telecoms sector, and lots of networking time to find and connect with the right people.” Regional Marketing Coordinator, Latin America, Clarabridge
reasons you sHoulD sponsor customer experience in telecoms nortH american summit to improVe your business:Generate new qualified leads - Access motivated, authorized buyers at the point where they are making purchasing decisions to further their strategies
Demonstrate thought leadership - Take center stage in front of a captive and targeted audience and demonstrate your expertise and market knowledge
Network with key decision makers and influencers - Gain face to face meetings with existing and potential clients
Position your company brand front of mind - Be the name that all operators think of when selecting vendors
Stand out from vendor delegates - Stand out on an elevated platform with a heightened presence.
Be seen as ‘front of mind’ - Be the ‘go to’ first company through maximum recognition at the event.
Gain competitive advantage - Have direct influence on selection criteria
For more information and to discuss the right opportunity, contact Mark Lee or Michael Leach, Commercial Directors on +44 (0)20 7368 9300 or [email protected]
our promise to youOver the past five years, Telecoms IQ’s event portfolio has consistently delivered the highest quality of information sharing and networking opportunities at carefully focused operator-led conferences. We combine structured networking with in-depth case studies and interactive sessions that ensure each attendee leaves with a stack of business cards ready to drive their business forward.
Each of our events covers the most pressing questions our customers want answered, and Customer Experience Management in Telecoms North America is no different. With operators desperate to deliver a best-in-class customer experience to remain competitive in this saturated market, this is the place to interact with the most senior leaders in this field.
Take advantage of the only event of its kind and meet experts from across the North American region as they seek solution providers who can help them deliver a seamless and personalised experience for each of their customers.
To register visit www.cemintelecoms.com
USA 60% Canada 25% Central America & Caribbean 10% Other 5%
geograpHical splitWHo Will you meet at cem in telecoms nortH america?• CustomerExperience• CustomerService• CRM• CustomerCare• DigitalExperience • Marketing• CustomerBaseManagement• CustomerRetention• CustomerStrategy• CustomerInsight
5 Ways to RegisteR phone: +44 207 368 9300Fax: +44 207 368 9301post: IQPC Ltd. 129 Wilton Road, London, SW1V 1JZ, UKemail: [email protected]: www.cemintelecoms.com
IQPC recognises the value of learning in teams. Groups of 3 or more booking at the same time from the same company receive a 10% discount, 5 or more receive a 15% discount, 7 receive a 20% discount. Only one discount available per person.
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* To qualify for discounts, payment must be received with booking by the registration deadline. Early booking discounts are not valid in conjunction with any other offer.**Please select your choice of workshop: A B
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Venue & accommoDaTionDelegaTe DeTails - SIMPLy CoMPLETE ThIS FoRM AND CLICk SuBMIT
Terms anD conDiTionsPlease read the information listed below as each booking is subject to IQPC Ltd standard terms and conditions. Payment Terms: upon completion and return of the registration form, full payment is required no later than 5 business days from the date of invoice. Payment of invoices by means other than by credit card, or purchase order (uk Plc and uk government bodies only) will be subject to a $99 per delegate processing fee. Payment must be received prior to the conference date. We reserve the right to refuse admission to the conference if payment has not been received. iQPc cancellation, Postponement and substitution Policy: you may substitute delegates at any time by providing reasonable advance notice to IQPC. For any cancellations received in writing not less than eight (8) days prior to the conference, you will receive a 90% credit to be used at another IQPC conference which must occur within one year from the date of issuance of such credit. An administration fee of 10% of the contract fee will be retained by IQPC for all permitted cancellations. No credit will be issued for any cancellations occurring within seven (7) days (inclusive) of the conference. In the event that IQPC cancels an event for any reason, you will receive a credit for 100% of the contract fee paid. you may use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of cancellation. In the event that IQPC postpones an event for any reason and the delegate is unable or unwilling to attend in on the rescheduled date, you will receive a credit for 100% of the contract fee paid. you may use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of postponement. Except as specified above, no credits will be issued for cancellations. There are no refunds given under any circumstances. IQPC is not responsible for any loss or damage as a result of a substitution, alteration or cancellation/postponement of an event. IQPC shall assume no liability whatsoever in the event this conference is cancelled, rescheduled or postponed due to a fortuitous event, Act of God, unforeseen occurrence or any other event that renders performance of this conference impracticable, illegal or impossible. For purposes of this clause, a fortuitous event shall include, but not be limited to: war, fire, labour strike, extreme weather or other emergency. Please note that while speakers and topics were confirmed at the time of publishing, circumstances beyond the control of the organizers may necessitate substitutions, alterations or cancellations of the speakers and/or topics. As such, IQPC reserves the right to alter or modify the advertised speakers and/or topics if necessary without any liability to you whatsoever. Any substitutions or alterations will be updated on our web page as soon as possible. Discounts: All ‘Early Bird’ Discounts require payment at time of registration and before the cut-off date in order to receive any discount. Any discounts offered by IQPC (including team discounts) also require payment at the time of registration. Discount offers cannot be combined with any other offer.
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pass includesMain Conference (October 21, 2015 & October 22, 2015)
Access to conference presentations post-event via our B2B Shop at www.b2biq.com
Access to workshop afternoon (October 20, 2015)**
package options For operators, Carriers and Communication Service providers Business pass Economy pass
Standard Price $2,799 $2,299
package options For All other Attendees Business pass Economy passStandard Price $3,699 $3,299
A la Carte - Add to any packages
Add a Workshop to Main Conference Pass** $499Add conference presentations on B2B Shop at www.b2biq.com $799
Start knowledge sharing and networking before the event
MAIN CONFERENCE: 21St-22ND OCtObER 2015
WORKSHOP DAY: 20tH OCtObER 2015
VENUE: AtlANtA, GEORGIA, USA
© iQPc ltd. VaT registration no. gB 799 2259 67
