Customer Experience 2015

Date: Tuesday 14th April 2015
Time:
9:00am - 1.00pm
Venue:
RSA House, 8 John Adam Street, London WC2N 6EZ
Click here to register for free

 

Overview

Gen Y and what telcos can learn from other industries

European Communications’ fourth annual customer experience seminar focuses on two key areas:

  • How to deal with digital natives
  • What the industry can learn from other sectors

As Generation Y/millenials grow up, telcos need to know how to deal with a demographic that has vast expectations of the companies they interact with.

Almost nine in 10 operators who took European Communications’ 2015 customer experience survey agreed that it is important to offer such customers a more technologically advanced service.

The seminar will explore what makes Gen Y tick and how telcos can respond.

Further, non-telcos have been invited for the first time to demonstrate how they approach customer experience and offer tips to operators about how to improve their strategy.

Operators who took the European Communications survey said the banking/finance and retail sectors provided the benchmarks.

Come along and listen to how the future of customer experience in the telecoms space is taking shape.

Agenda

We will be adding to the agenda regularly, so please keep checking back for further information.

Time
 
 
09.00
 
Networking pastries and registration
09.30 - 09.45

Findings from the European Communications Customer Experience survey
Marc Smith, Editor, European Communications

09.45 - 10.15   Reinventing the customer relationship
Philippe Bernard, Executive Vice President of Customer Experience at Orange, will outline how the operator plans to anticipate customers' desires and respond to them in a personalised, targeted way. Orange has put CEM at the heart of it's new five-year plan and promised to introduced premium services and targets to digitise the customer relationship.
10.15 - 10.35

The business case for telco omni-channel CRM (and what comes next?)
Andy Tiller, VP of Product Marketing, AsiaInfo

10.35 - 11.05   Networking break
11.05 - 11.30
What telcos can learn from other industries as they aim to deliver a best-in-class customer experience
Adrian Baschnonga, Lead Analyst - Global Telecommunications, EY
11.30 - 12.00   The New World of Customer Experience
Uri Gurevitz, Director of Marketing, Market Insight & Strategy, Amdocs
12.00 - 12.45   Panel discussion featuring all speakers
13.00   Event close

Speakers

Adrian Baschnonga, Lead Analyst - Global Telecommunications, EY

Adrian develops thought leadership on a range of industry topics, while also advising clients on sector-specific issues. Before joining EY, Adrian was European Telecoms Analyst at IHS Global Insight, having previously worked for Informa Telecoms & Media.

 

Philippe Bernard, Executive Vice President of Customer Experience, Orange

Philippe Bernard, Executive Vice President of Customer Experience at Orange, will outline how the operator plans to anticipate customers' desires and respond to them in a personalised, targeted way. Orange has put CEM at the heart of it's new five-year plan and promised to introduced premium services and targets to digitise the customer relationship.

 

 

Uri Gurevitz, Director of Marketing, Market Insight & Strategy, Amdocs

Uri Gurevitz is responsible for analyzing market dynamics collected from global Amdocs research, and directly from service providers themselves to create thought-leadership programs, business strategies and business models which he presents at tailored workshops for C-level service provider executives. Focusing now primarily on developing new customer experience thought leadership,  Uri’s extensive communications experience includes leading roadmap planning, market strategy, and positioning for innovative business solutions, products and new markets such as SMB. He has worked on multiple projects in the customer care, strategy, operations, and sales-force readiness areas at some of North America's largest service providers.

 

Marc Smith, Editor, European Communications

Marc is a journalist and editor with over 10 years experience in a wide variety of business sectors. Since helping to re-launch European Communications in 2011, he has specialised in the strategic direction of the telecoms industry, looking at how European telcos need to change if they are to prosper in this challenging yet exciting industry. European Communications serves communications service providers and their suppliers with news, exclusive interviews and insightful features. It covers the latest developments in operator strategy, back office, networks and content and services. European Communications has been a leading voice in the telecoms sector for over 20 years.
Marc Smith

Andy Tiller, VP of Product Marketing, AsiaInfo

Andy joined AsiaInfo in 2012 to create a global Product Marketing function based out of the new European HQ office in Cambridge, UK. Prior to joining AsiaInfo, Andy was SVP of Product Marketing and Strategy for ip.access, where he was responsible for the product roadmap, market strategy and communications. He was also a Board Member and Director of the Small Cell Forum. Previously, Andy was CTO and VP Product Marketing for ShoZu, a GSM Award-winning mobile service for sharing videos, photos and other user generated content.

From 1998 to 2002, Andy was VP of Product Marketing with Geneva Technology, a provider of telecoms billing software, where he helped to create a successful strategy for the company's entry into the mobile billing market, followed by a successful acquisition of the company by Convergys. Andy holds a PhD in Theoretical Chemistry from Cambridge University, UK.

Marc Smith

 

Venue

RSA House

This seminar will take place within the Great Room at RSA House, London.

RSA House
8 John Adam St
London
WC2N 6EZ

Nearest stations: Charing Cross, Embankment, Temple
View map 

Attendees

European Communications seminars are aimed at senior level decision-makers and managers at network operators.

The seminar is a must-attend for:

  • Business leaders and decision-makers (CEOs, CMOs, COOs, GMs, Presidents)
  • Technology executives and decision-makers (CTOs, CIOs, CSOs)
  • Strategy, operations and IT executives

Register

What does free registration include?

  • Hear the latest innovations and strategies in customer experience
  • Put your questions to our panel of experts
  • Ample networking opportunities with your peers from the telo community
  • Catering and refreshments throughout the day
  • Access to the post event presentations

In association with:

Amdocs lockup centered 150w  

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