09.25 Welcome address

09.30 Opening remarks from the Chair followed by a speed networking session

Per Blom
VP & Head of Consulting
Ericsson

Implementing Customer Experience Management

09.50Keynote Speaker: Seven key strategic questions critical to improving your customer experience

Colin Shaw
Founder & Author
Beyond Philosophy

10.35 Learning from T-Mobile Czech Republic how to develop, implement and leverage an end-to-end customer experience management strategy

Alexandra Korman
Vice President Market Segment – Residential
T-Mobile Czech Republic

11.35 Building customer advocacy: Examining how Orange FT Group is driving business transformation across Europe

Andrew Williams
Director of Customer Experience Strategy
Orange FT Group

12.05 Intelligent customer engagement strategies that maximise profitability and retention whilst reducing costs

T-Mobile Austria and LivePerson will share how intelligently engaging customers whilst they are online – before they pick up the phone, send an email or abandon - can transform the customer experience resulting in significant increases in incremental sales, customer satisfaction, loyalty, first contact resolution rates and reduction in cost per service transaction. With 70-80% of customers starting their journeys online, this session will discuss how leading Telecoms brands are implementing customer experience management strategies that leverage the benefits the online channel and how they:

• Monitor online customer behaviour, segment and target visitors in real-time
• Drive incremental revenue by increasing conversion rates, maximising ARPU and lifetime value
• Deflect costly call volumes whilst maintaining First Contact Resolution Rates and customer service expectations
• Deliver CSAT >90% and NPS +25 and more
• Integrate online customer service and social media to create fans and a brand that customers rave about

12.25 Determining how Belgacom are using the concept of ‘simplicity’ to instil customer centricity within their organisation and delight their customer base

Olivier Crucq
Director of Customer Experience
Belgacom

12.55 Moving beyond service assurance: Improving customer experience with Operational Intelligence

Operators are increasingly realising that the only way to differentiate in an increasingly commoditised market is to provide the best possible customer experience to maintain customer loyalty, drive profits and build brand recognition. Operational Intelligence is a new approach to improving customer experience that allows operators to move beyond typical network-centric Service Assurance by providing a dynamic, “outside-in” view of products and services as seen through the customers’ eyes. This presentation will discuss how OI achieves this by providing:

• Visibility into real time customer experience by combining network performance with customer information
• Insight into actual and expected performance and key metrics using real time analytics
• Action in the form of automated responses to error conditions to resolve problems before they become visible to the customer.

Adrian Pasciuta
Director of Industry Solutions
Vitria Technology

14.15 Learning from Telefónica O₂ Slovakia’s experiences of developing and implementing a customer-centric culture within their business

Pavel Milec
Director Customer Experience
Telefónica O₂ Slovakia

14.45 Panel Discussion: Establishing how to maximise employee engagement and create a customer-centric culture

Panellists will include:

15.30 Marketing 2.0: Using analytics to build trust and create fans - Customer experience opportunities for the digital retailers of 2011 and beyond

• Understanding why service providers should be looking to turn their customers into fans
• Using analytics and innovative self-care options to improve the experience of key customer segments
• Determining how to enhance the experience of business customers to create growth opportunities in saturated markets
• Reducing operational cost and improving customer experience management through enhanced e-billing and e-care capabilities
• Introducing new generation BSS capabilities across the order to cash management cycle that will enhance the end customer experience

David Mathers
VP Global Sales
MDS

16.20 Examining how Deutsche Telekom have successfully applied customer-centric service management principles from the mobile telecoms environment to boost fixed line customer satisfaction

Steffen Weihrauch
Head of Customer Experience Management for Mobile Services & Service Management for IPTV
Deutsche Telekom

16.50 Understanding how to successfully integrate a customer experience management strategy within your business to engage your entire organisation – Cable & Wireless’s perspective

17.20 Closing Remarks from the Chair

17.30 End of Conference Day 1

Drinks Reception