Day One

DRIVING CUSTOMER CENTRICITY THROUGH DIGITAL DISRUPTION & TRANSFORMATION

8:45 AM - 9:00 AM WELCOME ADDRESS

Melissa Harris, President and CEO, Telecom Training Corporation

Melissa Harris

President and CEO
Telecom Training Corporation

DRIVING CUSTOMER CENTRICITY THROUGH DIGITAL DISRUPTION & TRANSFORMATION

9:00 AM - 9:30 AM NO CULTURE, NO CUSTOMERS

Ingrid Lindberg, CXO, Chiefcustomer.com
  • How to cultivate a team of highly engaged employees
  • Learn from Ingrid’s case studies and proven techniques for building highly engaged cultures

Ingrid Lindberg

CXO
Chiefcustomer.com

DRIVING CUSTOMER CENTRICITY THROUGH DIGITAL DISRUPTION & TRANSFORMATION

9:30 AM - 10:00 AM THE POWER OF UNDERSTANDING CUSTOMER BEHAVIORS

Orla Power, Head of Marketing, Brite:Bill
Service providers have sophisticated means to identify and even anticipate customer behavior – particularly, the habits and behavior of younger Gen Y and Z customers. This talk shows how you can use that information to:

  • Transform the most read communication, the bill, from just a boring demand for payment into an engaging communication that shows the value your customers receive
  • Converse with customers accordingly, like you know, and care, about them
  • Deflect costly inbound billing queries to the call center, improving overall satisfaction and reducing churn caused by bad billing experiences
  • Greatly improve the CX of your brand


Orla Power

Head of Marketing
Brite:Bill

DRIVING CUSTOMER CENTRICITY THROUGH DIGITAL DISRUPTION & TRANSFORMATION

10:00 AM - 10:30 AM DISRUPTIVE MODELS FOR COST CONTAINMENT AS NEW SOURCE OF GROWTH FOR INCREASED PROFITS

Bernard Szederkenyi, Vice President, Customer Base Management, Koodo Mobile
  • Customer care centers vs. self-help systems
  • How can virtualization of services help to become fully digital?
  • Leveraging behavioral economics to drive online adoption
  • Implementing AI assisted customer service – costs vs. ROI
  • Managing supply and demand of call centers

Bernard Szederkenyi

Vice President, Customer Base Management
Koodo Mobile

DRIVING CUSTOMER CENTRICITY THROUGH DIGITAL DISRUPTION & TRANSFORMATION

10:30 AM - 11:00 AM MORNING BREAK & NETWORKING

DRIVING CUSTOMER CENTRICITY THROUGH DIGITAL DISRUPTION & TRANSFORMATION

11:00 AM - 11:45 AM FOCUS GROUP: PROTECTING YOUR CUSTOMERS IN THE DIGITAL WORLD & MONETIZING VALUE ADDED SERVICES

Sandeep Shashikant, Senior Manager, Product Marketing, Frontier Communications
  • Dealing with new dimensions of digital risk
  • Reviewing current and emerging risks to customer data: Digital threats, current & future technology and regulatory & legal
  • Creating awareness throughout organizations to help leaders and employees understand emerging digital risks when handling customer data
  • Defining strategies and implementation plans to manage and mitigate the risks more effectively

Sandeep Shashikant

Senior Manager, Product Marketing
Frontier Communications

DRIVING CUSTOMER CENTRICITY THROUGH DIGITAL DISRUPTION & TRANSFORMATION

11:45 AM - 12:15 PM BUILDING TRUST. COMMUNITY & SOCIAL CX

Gordon White, General Manager , The Social Client. A company of Acticall Sitel Group
  • What is trust worth to your brand today?
  • When stuff goes bad, who is going to carry your torch?
  • The role of community in the CX trust equation
  • Empowering, feeding, and rewarding a social community


Gordon White

General Manager
The Social Client. A company of Acticall Sitel Group

DRIVING CUSTOMER CENTRICITY THROUGH DIGITAL DISRUPTION & TRANSFORMATION

12:15 PM - 12:45 PM HOW WILL THE INTERNET OF THINGS IMPACT UPON YOUR CUSTOMER EXPERIENCE STRATEGY?

Scott Smeltzer, Director of Product Management / Operations, Sprint
  • How will IoT serve as the growth engine of CX strategy?
  • What are the anticipated challenges and opportunities associated with IoT?
  • How can CX strategies be created from IoT?

Scott Smeltzer

Director of Product Management / Operations
Sprint

DRIVING CUSTOMER CENTRICITY THROUGH DIGITAL DISRUPTION & TRANSFORMATION

12:45 PM - 2:00 PM NETWORKING LUNCH

DRIVING CUSTOMER CENTRICITY THROUGH DIGITAL DISRUPTION & TRANSFORMATION

12:45 PM - 2:00 PM LUNCH & LEARN – BRINGING THE UNCARRIER TOUCH TO IOT. IOT = IT’S OUR TIME

Daniel Herb, Director, Internet of Things, T-Mobile Sander Biehn, CEO & Founder, Thought-Horizon
An invite-only lunch, hosted in a boardroom to allow for a ‘closed doors’ discussion.

  • T-Mobile took a distinct disadvantage in the Smartphone world and turned it into a serious advantage to change the market
  • How is T-Mobile is taking the same approach IoT?
  • How does this systematic, novel approach to markets/sales/new-products apply to others in the industry (and outside of it too!)

Daniel Herb

Director, Internet of Things
T-Mobile

Sander Biehn

CEO & Founder
Thought-Horizon

DRIVING CUSTOMER CENTRICITY THROUGH DIGITAL DISRUPTION & TRANSFORMATION

2:00 PM - 2:45 PM HOW THE INVOICE IMPACTS THE CUSTOMER EXPERIENCE? WHAT YEARS OF RESEARCH TELLS US

Walter Neeft, Sales Director EMEA, Calvi

Walter Neeft

Sales Director EMEA
Calvi

DRIVING CUSTOMER CENTRICITY THROUGH DIGITAL DISRUPTION & TRANSFORMATION

2:00 PM - 2:45 PM USING AI TO TAKE THE CUSTOMER EXPERIENCE TO THE NEXT LEVEL

Rick Kapani, CEO, Apptium Technologies
  • Engaging your customers on their terms, with real-time, seamless communication and connections
  • Picking up the trail of data as customers bounce from channel to channel
  • Predicting your customer's behavior, instead of using the rear-view tracking approach
  • Enabling hyper-personalization using customer insights
  • Delivering applications that reduce costs and increase revenue

Rick Kapani

CEO
Apptium Technologies

DRIVING CUSTOMER CENTRICITY THROUGH DIGITAL DISRUPTION & TRANSFORMATION

2:45 PM - 3:15 PM FIRST APPROACH TO A DIGITAL TRANSFORMATION

Mario Murillo, Vice President, Customer Operations, Nuevatel Bolivia
  • The Main Drivers of a Digital Transformation
  • The Digital Customer
  • The Digital Customer Touch Points
  • The Digital Customer Journey

Mario Murillo

Vice President, Customer Operations
Nuevatel Bolivia

DRIVING CUSTOMER CENTRICITY THROUGH DIGITAL DISRUPTION & TRANSFORMATION

3:15 PM - 4:00 PM PANEL DISCUSSION: ENABLING DIGITAL TRANSFORMATION: RAPID RESPONSE AND VALUE DELIVERY THROUGH AGILE DIGITAL OPERATIONS

Melissa Harris, President and CEO, Telecom Training Corporation Emmanuel Obiorah, Director, Process Excellence & Innovation, Verizon Oksana Schwartz, Director, Program Management, Ultra Mobile Neal Berg, AVP UX Innovation / Brand Experience, AT&T Christian Schacht, Director, Digital Engineering, HCL
  • Creating and developing a transformative vision with the customer at the center
  • Deploying agile development by adapting operating models and organizational structure
  • Delivering services more efficiently and with greater reliability
  • Creating new opportunities and driving business growth

Melissa Harris

President and CEO
Telecom Training Corporation

Emmanuel Obiorah

Director, Process Excellence & Innovation
Verizon

Oksana Schwartz

Director, Program Management
Ultra Mobile

Neal Berg

AVP UX Innovation / Brand Experience
AT&T

Christian Schacht

Director, Digital Engineering
HCL

DRIVING CUSTOMER CENTRICITY THROUGH DIGITAL DISRUPTION & TRANSFORMATION

4:00 PM - 4:30 PM AFTERNOON & NETWORKING

DRIVING CUSTOMER CENTRICITY THROUGH DIGITAL DISRUPTION & TRANSFORMATION

4:30 PM - 5:00 PM CATALOG DRIVEN PORTFOLIO – THE FOUNDATION FOR DIGITAL TRANSFORMATION

Ronit Soen, Product Marketing Executive, amdocs
Join us to learn how Amdocs’ customers are able to boost innovation and tighten market fit through a new approach to the catalog domain that allows for:

  • Business flexibility for rapid launch cycles
  • Business empowerment via more automation and technology independency
  • Lean operations for speed and agility

Ronit Soen

Product Marketing Executive
amdocs

DRIVING CUSTOMER CENTRICITY THROUGH DIGITAL DISRUPTION & TRANSFORMATION

5:00 PM - 5:30 PM DIGITAL TRANSFORMATION IN A MOBILE-FIRST WORLD

Alvin Stokes, Senior Vice President, Customer Experience - Consumer, Cable & Wireless
  • How to grab the customer’s attention in less than 3 seconds!
  • Is video the new growth medium for customer engagement?
  • How best to deliver contextually relevant customer interactions in real-time
  • Is human interaction required in today’s world, and if so, to what extent?

Alvin Stokes

Senior Vice President, Customer Experience - Consumer
Cable & Wireless

DRIVING CUSTOMER CENTRICITY THROUGH DIGITAL DISRUPTION & TRANSFORMATION

5:30 PM - 6:15 PM INTERACTIVE WORKSHOP: HOW TO BUILD A 360 * VIEW OF YOUR ORGANISATION’S CEM PERFORMANCE

Carol Borghesi, Founder & Principal, Customers First Culture
In this workshop, participants will be shown how to analyze customer experience feedback, employee feedback and operational data in the round. This will help bring accountability for all aspects of CEM to light and enable them to align KPIs to have interdependent departments like Marketing, IT, HR and Manufacturing working together on behalf of customers.

Carol Borghesi

Founder & Principal
Customers First Culture

DRIVING CUSTOMER CENTRICITY THROUGH DIGITAL DISRUPTION & TRANSFORMATION

6:15 PM - 6:30 PM CHAIRMAN’S CLOSING THOUGHTS

Melissa Harris, President and CEO, Telecom Training Corporation

Melissa Harris

President and CEO
Telecom Training Corporation

DRIVING CUSTOMER CENTRICITY THROUGH DIGITAL DISRUPTION & TRANSFORMATION

6:30 PM - 6:30 PM NETWORKING DRINKS