Day 2

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 Maximising customer insight and segmentation to drive engagement

09:00 AM - 09:40 AM Proactive strategies to deliver industry-leading retention and reduce churn

Sam Honey, Head of Pay Monthly, O2
• Effective strategies that will enable you to retain customers in saturated markets with low ARPU
• Generating real business benefits by using customer data to deliver insight
• Intercepting customer defections and preventing them, or reversing them as they occur
• Explore how data analytics can be used to detect the kinds of behaviours, transactions, or events that are likely to immediately precede defection

Sam Honey

Head of Pay Monthly

09:40 AM - 10:20 AM Machine learning: Delivering value through accurate, actionable, predictive information

• Utilising machine learning to determine Customer Lifetime Value Measurement
• Automated data mining to uncover business insights and generate
predictive models
• Weave together real-time data collection and the automation of business processes

10:20 AM - 10:50 AM Morning coffee and peer to peer information exchange

10:50 AM - 11:30 AM How to measure and optimise customer value to improve the profitability of your organisation

Luigi Ecuba, Senior Director Sports, Discovery Networks
• Understanding how to quantify the costs associated with each customer and determine whether or not they are profitable
• Maintaining a strong ROI across the entire life cycle
• Accurately segmenting your customers according to their value and increasing the profitability of each segment
• Evaluating whether investing more in a smaller number of high value customers will be more profitable than investing in a larger number of low value customers

Luigi Ecuba

Senior Director Sports
Discovery Networks

11:30 AM - 12:10 PM Advanced reporting to deliver insight and improved segmentation

Ankur Bajpai, Group Director CVM, Etisaslat
• What is the role of reporting and business intelligence in driving greater insight
• Applying insight to drive personalisation and tailored solutions
• Explaining what the value is of each retained customer and value loss of churn
• Understanding what the data says and how this can influence commercial planning

Ankur Bajpai

Group Director CVM

12:10 PM - 12:00 PM Lunch and peer to peer information exchange

12:00 PM - 1:10 PM Maximising ROI through the delivery of innovative, value-added products and services

1:10 PM - 1:50 PM Panel discussion: How do we get away from complexity and deliver a friendlier and simpler customer journey to our customer base

• What cultural changes do we need to make?
• What would be the impact of providing a more streamlined service?
• How do we secure buy-in and avoid the pitfalls

1:50 PM - 2:30 PM How do we transition from being a product-led to customer-led organisation?

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• How can better customer interactions deliver value?
• How can incentivisation be used to drive retention rather than acquisition?
• How does omnichannel enable value delivery and growth?
• What is the impact of digital disruption, and how is this driving digital transformation?

2:30 PM - 3:00 PM Afternoon coffee and peer to peer information exchange

3:00 PM - 3:40 PM Supply-side optimisation to deliver growth and customer insight

Erik Hoffman, Strategy Director, Telenor
• Predictive analytics to enable effective forecasting and smart savings
• Refining the supplier cycle to deliver cost-savings
• How can data analytics deliver a more agile organisation

Erik Hoffman

Strategy Director

3:40 PM - 4:20 PM Delivering a customer-centric experience across multiple channels to drive loyalty

Claire De Selve, VP Customer Marketing, Orange
• Understand the growth of content and how this has enabled monetisation across mobile and online
• Playing to our strengths: Delivering a seamless customer experience across all touchpoints (online, store, call centre, apps)
• The move to digital and how this has enabled a true 360-degree view of the customer

Claire De Selve

VP Customer Marketing

4:20 PM - 4:40 PM Interactive wrap-up session

To ensure all attendees have clear, practical solutions to take away with them, the conference will close with an opportunity to review the conference objectives and discuss any remaining points.

4:40 PM - 4:45 PM Closing remarks from conference chair and end of day two