10th Annual Customer Experience Management in Telecom Summit


10th Annual Customer Experience Management in Telecom Summit has been designed for you to learn, share, and compare the latest trends in the telecom industry regarding customer experience. Customer experience management is emphatically the top priority for operators. Therefore, come and find out why it is important to pay attention to cross generalization in delivering the customer experience or what the role of artificial intelligence in customer centres is. Other speakers will speak about the role of automatization and improvement of the diagnostics and risk transactions in order to keep your company growing. The importance of focusing on the shift from the product centricity to a customer one in time of a customer experience competition will be discussed as well. Listen to the advice from the experienced British company about building the relationship across difficult and complex industries. Last but not least, find out how you can overcome the biggest challenge of the competition in the Telco world.

By attending the summit, you will gain the first-hand results, findings, and knowledge from the biggest telecom companies. Come, build your network, and learn from the other successful senior experts!


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3 co-located cem telecom 3 co-located cem banking 3 co-located cem pharma


Key Speakers

Konrad Skorczynski

VP Customer Care & Customer Experience 

UPC Polska


Gerd Bogaerts 

Director Customer Help Centers

Jesper Lade
Project Director 

Gareth Hopkins
Client Services Director
BT Group

Armin Ledergerber
Lead Service Designer for AI

Svetla Scheiber
Head of Customer Experience
A1 Telekom Austria Group

Key Topics

  • What does it mean to have a cross-generational approach in customer centricity?
  • How is digitalization affecting the customer journey?
  • How can we improve the acquisition of new customers and keep their loyalty?
  • Using data analytics in contact centres efficiently in order to deliver satisfying customer experience
  • What are the hopes and fears in using AI?
  • Why is it important to focus on the customer rather than the product itself?
  • What does it mean to compete the customer experience in the Telco world?
  • What is a good approach for increasing customer experience via AI?
  • Turning the digital opportunities into a customer and companies value
  • What is the best trick to deal with the competition in the Telco world?

Who Should Attend

Members of board, C-level, Senior Vice Presidents, Vice Presidents, Directors and Heads of departments from Telecom industry involved in:

  • Customer Experience
  • Customer Service
  • Customer Care
  • Customer Operations
  • Customer Loyalty & Retention
  • Customer Experience Management
  • Customer Analytics
  • Customer Insights 









  • Customer Life-Cycle Management
  • Customer Centricity
  • Customer Satisfaction
  • Customer Insight/Research
  • Customer Engagement
  • Customer Value Management
  • User Experience








Join us and register today

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Key speakers

Key topics

Who Should Attend