Key Speakers

Marcin Charkiewicz

Head of Customer Testing Center

Orange

Thomas Reby

Services Management, SMB Services at Google

Google

Dr. Simon A. Hovell

Director, Complex Products Customer Experience

BT

Guillaume Peter

Head of Customer Experience Program at SFR Service Academy

SFR

Dr. André Dybek

Head of HR Customer Experience Management

Deutsche Telekom AG

Key topics

• BT – Case Study on A Tale of 3 Launches – What went wrong, what went right & what was learned!
• Why Human experience, and not customer experience management?
• Using Analytics to DELIVER Differentiation – Case Study from Telefonica!
• How to continually improve 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 re-design
• Customer Journey mapping as a continuous improvement tool

• Customer centricity – The Journey of Net promoter System implementation

• How to reward the employees who reward your customers?

Who Should attend

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

• Customer Lifecycle Strategy
• Customer Experience
• Client Relationship Development
• CRM & Loyalty
• Customer Care and Service Quality

• Marketing / Sales
• Retention and Loyalty Programmes
• Customer Insight and Satisfaction
• Channel and Multichannel Management
• Client Relationship