Day 1

08:00 AM - 08:50 AM Registration and networking coffee

08:50 AM - 08:55 AM Welcome address: Luke Hill, Conference Director, CX Network

08:55 AM - 12:00 PM Opening remarks from the conference chair

12:00 PM - 09:00 AM Embedding a CVM-driven culture to deliver consistent value throughout the customer journey

09:00 AM - 09:15 AM Icebreaker: What are your conference objectives?

To boost networking and interactivity, the conference will begin with an opportunity for everybody to get to know one another. Attendees will then have 15 minutes to discuss their key objectives for attending the conference which will be used to influence discussions throughout the entire conference.

At the end of the second day the objectives will be reviewed and there will be further opportunities to discuss any remaining points.

09:15 AM - 09:55 AM Digital CVM: Providing a digitally relevant experience across multiple touchpoints that result in consistent value

Thomas Urban, Senior Manager CVM Strategy, Vodafone
• Delivering excellent customer experience and consistent offers across all
touchpoints: Email, call centre, in-store, in-app and mobile
• Refine your multichannel strategy to obtain a single view of the customer
and deliver a consistent value message
• How can digital channels be utilised to create a holistic view of the
customer: Digital customer 360-degree view

Thomas Urban

Senior Manager CVM Strategy

09:55 AM - 10:35 AM Delivering a long-term value management strategy

Inci Ozata, Head of Retention and Churn, Turk Telekom
• Combining content, commerce and care to create a CVM culture
• Countering ‘false-acquisitions’ and driving high-value customers through an effective CVM marketing campaign
• Understanding how your organisation is seen by the consumer and how this affects the perceived value

Inci Ozata

Head of Retention and Churn
Turk Telekom

10:35 AM - 11:05 AM Morning coffee and peer to peer information exchange

11:05 AM - 11:45 AM Delivering real-time customer value management

Ivo Radakovic, Director Customer Value Management, Vip Mobile d o o
• Creating a holistic view of the customer to enable personalisation in real-time
• Enhancing your customer experience through obtaining immediate responses that will help you deliver increased value
• Delivering targeted solutions and offers at the right time

Ivo Radakovic

Director Customer Value Management
Vip Mobile d o o

11:45 AM - 12:25 PM Exploring the transformation from CEM to CVM

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• What can the two roles learn from each other? How can improved support and collaboration help deliver customer value?
• What would the optimum customer management team look like?
• What are the different tools and how can these be used to deliver customer value?
• What does success look like?

12:25 PM - 1:25 PM Lunch and peer to peer information exchange

1:25 PM - 2:05 PM Roundtable discussion: Are Communication Service Providers now just a dumb pipe?

CSP’s have historically led the way in identifying and exploiting innovative technology, but is this still the case? Has the industry become risk-averse and secondary to disruptors and OTT players who now drive the agenda?

• How does the industry remain an innovator and not just a facilitator?
• How can the industry compete with the disruptors in terms of delivering value?
• How do we integrate telecoms with applications?

2:05 PM - 2:45 PM How to leverage social network analysis to retain, grow and drive value from your customer base

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• How can you leverage social network analytics to personalise your offers and increase ARPU?
• How can you leverage social network analytics to identify strategic
influencers within your customer base and ensure their satisfaction?
• What methods can be used to determine the social network of each of your customers?

2:45 PM - 3:15 PM Afternoon coffee and peer to peer information exchange

3:15 PM - 3:55 PM Understand how to segment your customer base to effectively target your cross-selling and up-selling campaigns

Christoph Schmid, Senior Customer Value Manager, Hutchison Drei Austria GmbH
• Identifying the most relevant segmentation criteria to use when developing a campaign focused on an increasing service usage and ARPU
• Understanding how to use the results of your segmentation to identify the correct customers to target with cross-selling and up-selling campaigns
• Discussing the development and use of ‘event triggers’ to optimise the timing of your cross-selling and up-selling campaigns
• Determining how to leverage response modelling to measure and
maximise the effectiveness of your campaigns

Christoph Schmid

Senior Customer Value Manager
Hutchison Drei Austria GmbH

3:55 PM - 4:35 PM How do you build a product universe beyond simple connectivity?

Alain Glickman, Customer Base Marketing Consultant, Telenet
• How can quadplay and bundling be used to exploit new revenue streams?
• Identifying new opportunities to deliver value to the customer base
• The evolution from customer to household as the new ‘account’
• M2M and IoT: What is the opportunity for CSP’s?
• How to prevent value destruction through competitive pricing

Alain Glickman

Customer Base Marketing Consultant

4:35 PM - 5:15 PM Deliver increased customer value and engagement through personalisation

Torben Hansen, Vice President of Customer Management, Zalando SE
• Engage your existing customer base through customised content
• Improve overall results by incorporating customer behaviour to deliver targeted offers
• The importance and value of mobile in delivering a personalised

Torben Hansen

Vice President of Customer Management
Zalando SE

5:15 PM - 5:20 PM Closing remarks from conference chair and end of day one

5:20 PM - 6:30 PM Evening drinks and networking reception