Customer Experience 2014

 

Date: Tuesday 18th March 2014

Time: 9:00am - 12:30pm

About

Time to get personal

Improving customer experience continues to be at the top of operators’ to do lists, but increasingly a one-size fits all approach will not work. As customers’ usage of data increases, it’s time for operators to get much more personal with them.

Whether it’s offering customers more bespoke services based on location and preferences, responding to them online as individuals or rewarding them more appropriately for their loyalty, there remains much more that operators could and should do.

But how?

This seminar brings together operators, vendors and analysts to discuss what operators can do to become better at personalisation, the opportunities and challenges involved, as well as showcasing best practice and the tools available to help get the job done.

Register

Click here to register for this free half-day seminar, and guarantee priority access to the post event presentations.

Agenda

09.00
Arrival coffee and pastries

09.30
Introduction from Marc Smith, Editor, European Communications

09.45
Adrian Baschnonga, Lead Analyst - Global Telecommunications, EY
Presentation: The challenges facing operators - an overview
Adrian will provide an overview of the challenges facing operators as they aim for a new wave of customer experience improvements, drawing on EY consumer research helping to identify areas for improvement.

10.15
Conrad Simpson, Vice President Sales Telco, Dimelo
Presentation: The customer care differentiator: A path to social customer service maturity
Serving the digital customer poses a unique set of challenges. At the same time it offers many cost-effective opportunities to improve customer satisfaction. This presentation examines best practices and draws on the experiences of a number of Telcos who have integrated social, digital and mobile channels in their customer service strategies.


10.35
Coffee break and networking

11.05
Rodney Sheriff, Executive Director, Customer Services, Truphone
Presentation: Rod will outline Truphone's customer experience strategy, including what they are doing regarding personalisation, outlining how they are different to more established telcos and what everyone can learn from their approach.

11.35
Peter Conquest, Business Development Director Telco, hybris
Presentation: Grow ARPU via Omni-Channel Commerce: Customer Experience Optimisation

11.55
Panel discussion featuring all presenters

12.30
Event finish

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.

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Conrad Simpson, Vice President Sales Telco, Dimelo

Conrad has 20-year of experience in the customer care space having worked with many of the leading technology providers. His primary expertise and experience is in the highly regulated Telecom and Financial Services sectors. During this time he has helped many businesses design and deliver their customer care strategies.
At Dimelo, he is focused on helping our customers remove unnecessary complexity and cost as they face the new challenges of digital customer care across the new and legacy channels.
You can follow Conrad on Twitter @ConradDimelo

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Peter Conquest, Business Development Director Telco, hybris

Peter has 30 years’ experience in the telecommunications market working globally with a variety of operators and service providers, in an advisory and sales capacity. His deep industry knowledge and understanding of the local markets have helped these organisations benefit from the technologies and products he has introduced.
He was instrumental in setting-up and developing the hybris Telco proposition world-wide, and possesses a proven track record in sales leadership.
Peter has held senior positions at ECtel Limited and Telesciences including strategic BT account management, and entrepreneurial involvement in building a number of VC backed start-up companies (Billing and Revenue Assurance markets).

Peter Conquest hybris 100w

Michal Harris, Director, Amdocs Market Insight & Strategy Group

With more than 15 years’ experience in the communications industry (which includes senior positions at service providers), Michal now leads Amdocs’ Market Insight & Strategy group. Her team is responsible for analysing market dynamics collected from research as well as from service providers’ senior management themselves, and to translate them into thought-leadership programs, connected world business strategies and business models.
Michal frequently conducts tailored workshops for C-level executives at service providers worldwide, to help them to forge business and marketing strategies to growing their business. Since her central focus is developing Amdocs’ thought leadership, she regularly briefs analysts, and authors thought leadership content including whitepapers and blogs. 

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Rod Sheriff, Executive Director, Customer Services, Truphone

Rod is the Executive Director of Customer Service for Truphone. He has lead service organisations through significant growth and won many awards for the customer experiences created, including best customer service in UK and Europe across all sectors. He is responsible for the global customer experience and customer engagement, dealing with multiple contact centres and service managers, serving both B2B and B2C clients. After completing his MBA in Melbourne, Rod had the opportunity to work with world leading companies on customer experience design and operations. He has created innovative employee and customer experience programmes that have significantly increased the ROI of service operations in multiple industry sectors.

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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
   

 

Venue

Grange Hotel, St Paul's

This half-day seminar will take place within the Lawrence and Fleming Suite of the Grange Hotel, St Paul's.

Grange Hotel, St Paul's
10 Godliman Street
London
EC4V 5AJ

Nearest stations: London Blackfriars, St Paul's, Mansion House
View map

Who Should Attend

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
  • Customer experience specialists

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