Day Two

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

8:50 AM - 9:00 AM WELCOME ADDRESS

Melissa Harris, CEO and Founder, Telecom Training Corporation

Melissa Harris

CEO and Founder
Telecom Training Corporation

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

9:00 AM - 9:30 AM ADOPTING WINNING CUSTOMER-CENTRIC INITIATIVES

Jonathan Haasl, Director, Customer & Business Insights, Telenet
  • Transitioning from a one-size-fits-all approach to personalisation
  • Understanding your prospects persona to identify pain points to drive the sales process
  • Utilising dashboards to secure insight into real-time behaviours

Jonathan Haasl

Director, Customer & Business Insights
Telenet

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

9:30 AM - 10:00 AM HOW TO ENHANCE THE DIGITAL BILLING EXPERIENCE

Ian Lindsay, SVP Sales, Soft-ex
  • Challenges faced by B2C & B2B CSPs to leverage and consolidate multiple billing platforms to deliver a self-serve billing portal
  • Differences in complexity between B2C & B2B billing
  • Delivering centralised visibility and unified billing communications across fixed, mobile, data, hosted ICT etc.
  • Subscriber Data Intelligence & Customer Centric Observations
  • Simplify billing comms to significantly enhance the customer experience and reduce customer care costs

Ian Lindsay

SVP Sales
Soft-ex

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

10:00 AM - 10:30 AM HOW TO REDUCE CHURN THROUGH A PRE-EMPTIVE RETENTION STRATEGY

Mario Resina, Head of Quality, NOS
  • Why a more proactive solution should be employed alongside a reactive solution
  • The impact of segmentation and big data analytics on understanding customer behaviour
  • Measuring change and communicating this across the teams

Mario Resina

Head of Quality
NOS

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

10:30 AM - 11:00 AM MOVING FROM OMNI-CHANNEL TO OMNI-DIGITAL: DRIVING TO ZERO FRICTION CUSTOMER ENGAGEMENT

Gemini Waghmare, Founder & CEO, UXP Systems

Gemini Waghmare

Founder & CEO
UXP Systems

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

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

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

11:30 AM - 12:00 PM ENHANCING CUSTOMER SATISFACTION WHILST RAPIDLY GROWING THE BUSINESS

Danny Sullivan, Director of Enterprise Service Management, TalkTalk Business
  • Moving from legacy systems and processes to transform the business
  • Journey mapping redefined: How to maintain and improve satisfaction, by taking the customer with you on your journey
  • Continual transformation and scalability

Danny Sullivan

Director of Enterprise Service Management
TalkTalk Business

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

12:00 PM - 1:00 PM INTERACTIVE PROBLEM-SOLVER SESSION: CUSTOMER SEGMENTATION STRATEGIES – THE GOOD, THE BAD AND THE UGLY!

Simon Moore, Chartered Psychologist and Managing Director, Innovationbubble
In this session you will split into groups and work through the challenge below, addressing the issues, challenges and concerns along the way. One person will be nominated per group to briefly feedback to the moderator, who will then address each of questions with regards to their experiences. Don’t just sit back and listen, this is your chance to have your say!

  1. How should you segment your customers?
  2. Should your targeting / messaging strategy be unique to each segment?
  3. What should this look like?

Simon Moore

Chartered Psychologist and Managing Director
Innovationbubble

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

1:00 PM - 1:30 PM TECHNOLOGY DEMONSTRATION DRIVE

Introducing 3 quick-fire ‘tech-drives’, designed to demonstrate the latest and most effective technological innovations relevant to you, enabling you to return to the office with a fresh set of ideas to transform your strategy.

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

1:30 PM - 2:30 PM NETWORKING LUNCH

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

1:30 PM - 2:30 PM LUNCH & LEARN SESSION: OPTIMISING CUSTOMER EXPERIENCE IN TELCOS BY LEVERAGING ENGAGING COMMUNICATION CHANNELS

Csaba Járomi, Senior Manager, Solutions Consultant, LogMeIn
The future of intelligent customer engagement requires a 360-degree view of the customer to provide smarter, more personalised interactions. Businesses need to evaluate their customer experience transformation and are required to:

Identify the gaps in their customer experience performance,
Deliver consistent experiences across channels and devices,
Integrate intelligent automation to anticipate the customer’s next move,
Optimise support experiences to increase productivity and satisfaction amongst customers and employees.

Csaba Járomi

Senior Manager, Solutions Consultant
LogMeIn

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

2:30 PM - 3:00 PM ALIGNING BUSINESS TRANSFORMATION, DIGITAL TRANSFORMATION & INNOVATION

Matko Katanec, Director of E2E Process Design, Governance & Change Management, Croatian Telecom
  • Creating a culture of transformation with overall business objectives
  • Middle-out approach vs. Top-down & Bottom-up
  • How do you implement complex change management in a complex environment?

Matko Katanec

Director of E2E Process Design, Governance & Change Management
Croatian Telecom

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

3:00 PM - 3:45 PM INTERACTIVE ROUNDTABLE: HOW TO ENHANCE CVM THROUGH UPSELLING AND CROSS-SELLING

Ankit Rai, Group Marketing Lead, CVM, Lebara

Ankit Rai

Group Marketing Lead, CVM
Lebara

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

3:00 PM - 3:45 PM INTERACTIVE ROUNDTABLE: THE INTEGRATION OF SERVICE DESIGN TO HELP CREATE NEW PRODUCTS & SERVICES

Natasa Brzovic, Head of Customer Experience and Support Service Design Section, Hrvatski Telecom

Natasa Brzovic

Head of Customer Experience and Support Service Design Section
Hrvatski Telecom

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

3:00 PM - 3:45 PM INTERACTIVE ROUNDTABLE: THE NEVER-ENDING STORY: SATISFYING THE EVER-GROWING DEMANDS OF YOUR CUSTOMER

Attila Mosonyi, Head of Base Management, UPC

Attila Mosonyi

Head of Base Management
UPC

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

3:45 PM - 4:15 PM AFTERNOON BREAK & NETWORKING

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

4:15 PM - 4:45 PM APPLYING BEHAVIOURAL ECONOMICS AND COGNITIVE PSYCHOLOGY INTO OPERATIONS TO DRIVE IMPROVEMENT

Branamir Spajic, Head of Customer Escalation Management Process Section, Hrvatski Telekom
  • Moving beyond one-size-fits-all mindset
  • Do different customers need different approaches?
  • What strategies can be employed to personalise experiences across your customer base?
  • What are the pitfalls of not responding to behavioural patterns?

Branamir Spajic

Head of Customer Escalation Management Process Section
Hrvatski Telekom

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

4:45 PM - 5:45 PM FOCUS GROUP: MEETING CUSTOMERS’ REAL NEEDS AND RESPONDING TO THEIR ACTUAL BEHAVIOUR

Simon Moore, Chartered Psychologist and Managing Director, Innovationbubble
  • What psychological factors dictate customer decision-making?
  • Why is understanding non-conscious behaviour and experience essential in managing customer engagement?
  • How do we reach into unconscious mind of the customers to better understand and meet their real needs and respond to their actual behaviour?

Simon Moore

Chartered Psychologist and Managing Director
Innovationbubble

BUILDING ON A FOUNDATION OF CENTRICITY, EMPLOYEE ENGAGEMENT, ROI AND CHANGE MANAGEMENT

5:45 PM - 6:00 PM CHAIRMAN’S CLOSING THOUGHTS & CLOSE OF CONFERENCE

Melissa Harris, CEO and Founder, Telecom Training Corporation

Melissa Harris

CEO and Founder
Telecom Training Corporation