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CEM North America 2015 - PDFW_0810

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CEM North America 2015 - PDFW_0810

  1. 1. North America’s most established CEM gathering for Canadian and US carriers Discover how to break down silos to deliver a consistently positive experience for customers across all channels and touch points MAIN CONFERENCE: October21-22,2015 WORKSHOP DAY: October20,2015 VENUE: Atlanta,Georgia,USA Michael Berger VP Customer Experience Project & Process Delivery Bell Nancy Fratzke VP Customer Care Centers US Cellular Ron Rout VP Customer Operations Allstream Carol Fink, Director, Executive Relations Verizon Armand Barone Director Customer Experience Cox John Morello VP Quality and Operations Experience Cablevision David Garcia Director Service Strategy Telus Diane Magers Sr Executive – Office of the Customer AT&T “It’sgreattolearnbestpractices fromyourcolleaguesintheUSand aroundtheworld. Ialwayslook forwardtoCustomerExperience conferencesandamabletotake relevantideasbacktomylocal group.” - Process Improvement Leader, Cox Communications To register visit www.cemintelecoms.com Featuring pioneering carrier case studies & INSIGHTS from: 5 REASONS THIS IS A MUST ATTEND EVENT: v Hear from AT&T how to become a “CEM Sherpa” and embed customer-centricity into the DNA of your organization v Discuss with Allstream and Telus how to make the internal shift from reactive to proactive CEM to deliver consistently positive experiences v Learn top tips for effective contact center customer care from U.S. Cellular and Suddenlink to increase efficiencies and customer satisfaction v Find out from Cricket Wireless how to develop user-friendly online sales and service channels to reduce costs and drive new revenues v Deep-dive into the best way to measure the customer experience with Cox Communications Sponsored by: Telecoms IQ professional network @TelecomsForum Telecoms IQ professional network @TelecomsForum
  2. 2. To register visit www.cemintelecoms.com Dear Delegate, Like you, at Telecoms IQ we’re not happy that telco and cable companies still seem to be at the bottom of the heap when it comes to customer satisfaction. Fortunately, together we can change this perception! Join us in Atlanta later this year for the 5th annual CEM in Telecoms North America Summit, and discover the secrets of customer experience success from your peers across the region. Make the most of 3 days of interactive sessions, networking and case studies, and don’t miss the chance to: • Hear how U.S. Cellular proactively resolve customer issues to build trust in their brand • Discover how Verizon gain buy-in and commitment from all levels of their business for their customer experience strategies • Discuss with Bell how to reinvent the billing experience for customers to reduce complaints and customer confusion And so much more! Plus, reserve a spot on the interactive pre-conference interactive workshop day to gain hands-on, practical advice on how to map the customer journey to identify common pain points and areas of improvement, and determine how to engage your workforce to ensure these improvements are acted on. Reserving your space is easy, just… Email: enquire@telecomsiq.com Book online: www.cemintelecoms.com Call – +44 (0) 20 7368 9300 On behalf of the entire Customer Experience in Telecoms events team, I look forward to welcoming you to Atlanta in October! Best wishes, Zoe Amos Director - CEM in Telecoms Global Series Telecoms IQ Meet your CEM in Telecoms Global Advisory Board P.S. Can’t wait until October? Check out the online Resource Centre, whereyou can find complimentarywhitepapers, interviews andadditional learning resources! Franz Weisenburger SVP Customer Experience Design Deutsche Telekom Heinz Honemann Senior Customer Experience Consultant Accenture Roman Nedielka Director Group Customer Experience Etisalat Rod Coleman European Director of Customer Experience Liberty Global Radu Ciocan Group Director Customer Experience Ooredoo Lynne Holmgren Global Head of Customer Strategy & Operations Millicom CEMinTelecomsEurope Vienna,Austria,September2015 CEMinTelecomsNorthAmerica Atlanta,USA,October2015 CEMinTelecomsGlobalSummit London,UK,January2016 CEMinTelecomsLatinAmerica RiodeJaneiro,Brazil,March2016 CEMinTelecomsNordics Stockholm,Sweden,April2016 CEMinTelecomsAfrica DaresSalaam,Tanzania,May2016 CEMinTelecomsB2B London,UK,July2016 This event is part of the CEM in Telecoms Global Series With nearly 100 years of telecoms and CEM experience behind them, these experts help to shape the format and content of each conference, and ensure the hottest industry trends are addressed. Board members include:
  3. 3. To register visit www.cemintelecoms.com 12:30 Registration and Coffee 13:00 Workshop A Discover how to inspire employee happiness and engagement to build a customer focused culture and wow your customers To engage your customers, you must first engage your employees. In this interactive workshop, you will: • Establish how to secure company-wide buy-in to your customer experience strategy • Determine how to empower employees to deliver an optimal customer experience and develop a customer-centric mind set • Examine how to identify the root causes of employee motivation gaps in order to improve team performance and ultimately the customer experience • Discover how to sustain commitment to your customer experience strategy even in financially difficult times Tequea Batson-Diaz, Director, Visible Dreams Tequea Batson-Diaz assists professionals and organizations in building plans that move motivated minds to magnificent results. Tequea designs coaching plans based on the needs of the individual or organization she is coaching helping them identify their gaps, overcome performance barriers, and build ways to create buy in. Most recently working with Sprint, her other clients have included NICE Systems, First Bank, Direct TV, Cablevision, and Mobile RF Solutions as well as individual leaders in various industries and organizations. 15:00 Afternoon Refreshment Break Pre-Conference WorkshopS Tuesday October 20 2015 15:30 Workshop B Understand how to effectively map the customer journey to uncover opportunities for improving the customer experience Customer Journey maps are a tool for understanding and visualizing how customers interact with organizations across channels and touch points at each state of their lifecycle. In this interactive workshop you will • Discover how to use different types of journey mapping to uncover opportunities in our customer’s experience • Gain insight into how journey mapping reveals customer needs, emotions, and experiences • Learn how to use customer journey maps to design optimal experiences and achieve measurable outcomes such as increased retention, increased acquisition and increased customer value. Workshop leader: Melissa Harris, CEO, Telecom Training Corporation
  4. 4. To register visit www.cemintelecoms.com Interactive session Interactive session Interactive session CASE STUDY CASE STUDY 08:30 Registration and Coffee 09:00 Welcome Address Zoe Amos, Director - CEM in Telecoms Global Series, Telecoms IQ 09:05 Opening Remarks from the Chair Melissa Harris, Founder & CEO, Telecom Training Corporation 09:15 Speed Networking Session Form those initial relationships early - take a few minutes in the spotlight to introduce yourself to your peers, whilst competing for the title of ‘Best Networker’ and a prize! 09:30 Hear from AT&T how to become a CEM Sherpa and lead your colleagues down the path of customer-centricity! • Establishing the steps AT&T are taking to ensure they continue moving along the CEM maturity model o Mapping the customer journey to identify and resolve common pain points o Listening to the Voice of the Customer • Determining how AT&T pilot their new CEM initiatives to test market reaction, and ensure smooth company-wide rollouts that all areas of the business can engage with • Learning how AT&T have built a cross-functional senior management team full of CEM Sherpas, to align the priorities of each department and keep the customer at the heart of all activities • Identifying how you too can become a CEM Sherpa, and keep the customer front-of-mind across all areas of your business Diane Magers, Customer Experience Executive, AT&T and Founding Member, CXPA 10:10 Interactive Panel Discussion: How can you effectively measure the customer experience? • What quantitative and qualitative methods can you use to measure the customer experience? • When and how often should you measure the customer experience to get an accurate reflection of customer needs? • Is NPS the most effective measure of the customer experience or are other metrics better? • How can you effectively respond to and take action as a result of your customer feedback and customer experience measurements? Diane Magers, Customer Experience Executive, AT&T and Founding Member, CXPA Armand Barone, Director Customer Experience, Cox Communications 10:50 Session led by Alcatel-Lucent 11:10 Morning Networking Refreshments 11:40 Interactive Discussion Session: Customer Experience Metrics and KPIs – Beyond NPS The primary goals of an enhanced customer experience for telecoms carriers are simple: • Increased customer acquisition • Reduced churn • Increased operational efficiency In your tables, you will have 20 minutes to discuss the key metrics you can use to measure your progress towards each of these three goals. At the end of the session, present your top KPIs back to the rest of the room, and hand in your notes to the registration desk to receive a summary of each group’s discussion post-event 12:20 Hear how U.S. Cellular proactively resolve customer issues to build trust in their brand • Establishing how U.S. Cellular position their brand to appeal to a specific set of customers • Learning why and how U.S. Cellular lost the trust of their customer base back in 2013 • Identifying how U.S. Cellular empower their call center agents to proactively resolve customer issues to rebuild consumer trust o Developing training workshops to build confidence and generate new ideas o Moving from paper to practice to ensure these ideas are actioned • Discussing the initial results of this new approach to call center training on customer satisfaction and trust, and the next steps for U.S. Cellular to ensure consistent customer satisfaction and loyalty Nancy Fratzke, VP Customer Care Centers, U.S. Cellular Conference Day One Wednesday October 21 2015 “The ability to network was very valuable. There were lots of great learnings from the different carriers and people were really open to share learnings and best practices” Customer Experience Leader, Eastlink Canada
  5. 5. To register visit www.cemintelecoms.com 13:00 Discover how to deliver an effortless telecom customer experience to achieve higher customer loyalty In today’s increasingly complex service context where customers have access to more information and where social media allows for the rapid dissemination of failures, carriers need to explore new methods to drive a competitive edge in Customer Experience in order to drive Loyalty and Wallet Share decisions. By tapping into the latest Customer Experience research as well as evidence- based research on driving Human Performance outcomes, this session will explore: • Proven methods to drive Customer Loyalty by redesigning processes in order to reduce Customer Effort while aligning internal processes through an “Outside-In” Customer journey • Approaches to align your team members to your desired customer outcomes to deliver a more consistent effortless experience • Methods anchored in the latest research in Neuroscience and Psychology that deliver significant results in the short-term by tapping into the discretionary effort of your team members Eric Michrowski, Chief Operating Officer, Sentis 13:20 Networking Lunch 14:20 Discover how Verizon gain executive and company-wide buy-in for their CEM strategies So, you’ve finally reached C-Suite approval and budget for your CEM program….. Now what? In this presentation, Carol will share Verizon’s roller- coaster ride through their sea of executive stakeholders to ensure that their CEM program had continued support at all levels across the corporation. Hear about everyone from Fearful Freddy, Harry the Data Hog, to Left behind Louie, and how Verizon were able to win them over to become long term advocates of their customer experience strategy Carol Fink, Director Executive Relations, Verizon 15:00 Interactive Panel Discussion: How can you reinvent the billing experience for customers? • How can you present customer invoices in a clear and simple way? • How can you ensure consistency of communications across multiple channels, and ensure customers understand exactly what they are paying for? • How can you encourage your customers to use e-bills to reduce costs whilst enhancing the customer experience? • How can you overcome the challenges provided by disparate legacy billing systems to ensure a seamless billing process? Panelists include Michael Berger, Vice President - Customer Experience, Project and Process Delivery, Bell 15:40 Interactive Discussion Groups: Your CEM questions answered To wrap up the day, delegates will break out into sessions focused on their most pressing current challenge, and ensure their problems get solved by both the expert group leaders and their peers on the floor in an informal and intimate setting. Topics of discussion will include: • Leveraging the Voice of the Customer to drive engagement and revenues • Maximizing the ROI of your digital and social channels • Optimizing the customer experience using Big Data • Bridging the technical-commercial gap to deliver an excellent network experience And many more! 16:50 Closing Remarks from the Chair Melissa Harris, Founder & CEO, Telecom Training Corporation 17:00 End of Conference Day One, and Networking Drinks Reception Interactive session Interactive session CASE STUDY Conference Day One Wednesday October 21 2015 By Invitation Only Telecoms IQ will be inviting 10 of our most senior members working in the customer experience space to discuss the issues hot on their agenda, in a private and informal 90-minute CEM Leaders Brainstorming session during the afternoon of Conference Day One. With an agenda set by you, and no Powerpoint slides to disturb the flow, this is your chance to participate in an open debate, and ensure your contributions remain top secret!
  6. 6. To register visit www.cemintelecoms.comTo register visit www.cemintelecoms.com 08:30 Registration and Coffee 09:00 Opening Remarks from the Chair 09:10 Discover how TM Forum’s members are advancing CEM concepts and best practices by collaborating with companies from across the digital ecosystem • Identify some of the best practices produced by TM Forum members, including a maturity model, a lifecycle model, a suite of over 550 metrics mapped to every stage of the lifecycle model, an omnichannel guidebook, an ROI calculator, innovations in 360 degree view of the customer, 30+ data analytics use cases and much more • Hear key findings from newly-released CEM research carried out with TM Forum’s members, hot off the press! • Gain insight into the future vision of CEM according to TM Forum members, in particular the impact on the customer with the Internet of Things, Digital Health, Smart Cities and Data Monetization Rebecca Sendoval, Senior Director Big Data Analytics and Customer Experience, TM Forum 09:50 Discover how Cablevision are taking an insight- driven approach to customer process improvement • Determining how Cablevision capture and use both NPS and verbatim feedback to understand customer pain points and identify areas of improvement • Learning how Cablevision are leveraging this insight to enhance the quality of service they provide their customers o Incorporating feedback into contact center training o Empowering field service agents to go ‘above and beyond’ and really wow their customers • Establishing the impacts of this insight-driven approach on public perception of the Cablevision brand, and identifying the next steps for Cablevision on their process improvement journey John Morello, Vice President Quality and Operations Experience, Cablevision 10:30 Interactive Panel Discussion: How can you move from being reactive to proactive in your approach to CEM? • How can you increase cross-functional collaboration to become more proactive? • Which channels can you leverage to serve your customers more proactively, and how can you maximize the efficiency of these? • How can you monitor customer satisfaction and pre-empt customer queries and complaints? • To what extent should you proactively notify customers of network issues? Panelists include: Ron Rout, VP Customer Operations, Allstream John Walburn, VP Customer Service, Fidelity Communications David Garcia, Director Service Strategy, Telus 11:10 Morning Networking Refreshments 11:40 Learn how Fidelity Communications work cross-functionally to deliver a seamless experience for customers • Determining how Fidelity ensure each department within their business understands the impact of their activities on the customer o What are the drivers of calls into the contact center? • Exploring how Fidelity have increased cross- functional communication to ensure alignment of priorities and proactive identification of potential customer issues • Examining the result of this new collaborative approach on customer satisfaction, costs and revenue John Walburn, VP Customer Service, Fidelity Communications 12:20 Session Led by Spatialbuzz 13:00 Networking Lunch 13:50 Determine how Cricket Wireless developed a customer-centric online presence • Discussing how Cricket are developing their digital platforms to ensure the core needs of their customers are catered for o Product information and support o Self-service portals o Purchasing options • Establishing how Cricket leverage customer feedback to ensure their online channels are simple and user-friendly • Learning how Cricket are enhancing their analytics and workflow management capabilities to ensure a consistently positive experience for customers in the long term Darrell Franklin, Director Digital Experience, Cricket Wireless 14:30 Final Interactive Discussion – Committing to CEM Excellence As the conference draws to a close, it is time for everyone to reflect on their key learnings and takeaways. In this interactive session, delegates will split into groups based on their job function. Each group will have 20 minutes to discuss the impacts of their role on the customer experience, and then feed back to the rest of the room the “Top Ten” things they can do in their roles to enhance the customer experience. These documents will be circulated post-event so you can take back some clear strategies for your colleagues. 15:00 Closing Remarks from the Chair 15:15 End of Conference Interactive session CASE STUDY CASE STUDY Conference Day TWO THURSDAY October 22 2015 CASE STUDY Interactive session
  7. 7. To register visit www.cemintelecoms.comTo register visit www.cemintelecoms.com Sponsored by: Delivering quality content and events to enhance your knowledge and strengthen your networks, Telecoms IQ is dedicated to providing practical, detailed information through conferences held at both the national and international level. By providing accurate, objective and up- to-date developments and trends in various industry segments, Telecoms IQ enables organizations to remain competitive and profitable. Telecoms IQ recognizes the value of face-to-face forums, and strives to make each conference a valuable learning experience, allowing our attendees to receive a maximum return on investment. Current areas of practice include customer management, digital transformation, data analytics and service development. Become a member here: www.telecomsiq.com FORUM PARTNER MEDIA PARTNERS ABOUT TELECOMS IQ JOIN OUR NETWORK “The conference circuit gets busier every year; but having invested in a numberoftelecomsconferencesovertheyearsIfindTelecomsIQtobeoneof the most consistent in terms of creating a compelling agenda and attracting the right level of delegates. For us, as a sponsor, these are critical in our ability to generate a positive ROI.” VP Marketing, WDS, A Xerox Company “The CEM event was a great intimate event with interactive panels, a good level of participants from different companies in the Telecoms sector, and lots of networking time to find and connect with the right people.” Regional Marketing Coordinator, Latin America, Clarabridge Telecoms IQ professional network @TelecomsForum Telecoms IQ professional network @TelecomsForum
  8. 8. Reasons you should sponsor Customer Experience in Telecoms North American Summit to improve your business:  Generate new qualified leads - Access motivated, authorized buyers at the point where they are making purchasing decisions to further their strategies  Demonstrate thought leadership - Take center stage in front of a captive and targeted audience and demonstrate your expertise and market knowledge  Network with key decision makers and influencers - Gain face to face meetings with existing and potential clients  Position your company brand front of mind - Be the name that all operators think of when selecting vendors  Stand out from vendor delegates - Stand out on an elevated platform with a heightened presence.  Be seen as ‘front of mind’ - Be the ‘go to’ first company through maximum recognition at the event.  Gain competitive advantage - Have direct influence on selection criteria For more information and to discuss the right opportunity, contact Mark Lee or Michael Leach, Commercial Directors on +44 (0)20 7368 9300 or sponsorship@iqpc.co.uk Our Promise to You Over the past five years, Telecoms IQ’s event portfolio has consistently delivered the highest quality of information sharing and networking opportunities at carefully focused operator-led conferences. We combine structured networking with in-depth case studies and interactive sessions that ensure each attendee leaves with a stack of business cards ready to drive their business forward. Each of our events covers the most pressing questions our customers want answered, and Customer Experience Management in Telecoms North America is no different. With operators desperate to deliver a best-in-class customer experience to remain competitive in this saturated market, this is the place to interact with the most senior leaders in this field. Take advantage of the only event of its kind and meet experts from across the North American region as they seek solution providers who can help them deliver a seamless and personalised experience for each of their customers. To register visit www.cemintelecoms.com USA 60% Canada 25% Central America & Caribbean 10% Other 5% GEOGRAPHICAL SPLITWho will you meet at CEM in Telecoms NORTH AMERICA? • Customer Experience • Customer Service • CRM • Customer Care • Digital Experience • Marketing • Customer Base Management • Customer Retention • Customer Strategy • Customer Insight
  9. 9. 5 Ways to Register phone: +44 207 368 9300 Fax: +44 207 368 9301 Post: IQPC Ltd. 129 Wilton Road, London, SW1V 1JZ, UK Email: enquire@telecomsiq.com WEB: www.cemintelecoms.com IQPC recognises the value of learning in teams. Groups of 3 or more booking at the same time from the same company receive a 10% discount, 5 or more receive a 15% discount, 7 receive a 20% discount. Only one discount available per person. Team Discounts* (Please quote 20922.006 with remittance advice) Details for making payment via EFT or wire transfer: Sort Code 40 05 15 Account Number 68882491 IBAN GB11MIDL40051568882491 SWIFT MIDLGB22. Reference: Please include the name of the attendee(s) and the event number: 20922.006 Please photocopy for each additional delegate * To qualify for discounts, payment must be received with booking by the registration deadline. Early booking discounts are not valid in conjunction with any other offer. **Please select your choice of workshop: A B Payment Method To claim a variety of articles, podcasts and other free resources please visit www.cemintelecoms.com/US Free Online Resources Travel and accommodation is not included in the registration fee. For updates on the venue and accommodation information, please visit: www.cemintelecoms.com VENUE & ACCOMMODATION Delegate Details - Simply complete this form and Click submit Terms and Conditions Please read the information listed below as each booking is subject to IQPC Ltd standard terms and conditions. Payment Terms: Upon completion and return of the registration form, full payment is required no later than 5 business days from the date of invoice. Payment of invoices by means other than by credit card, or purchase order (UK Plc and UK government bodies only) will be subject to a $99 per delegate processing fee. Payment must be received prior to the conference date. We reserve the right to refuse admission to the conference if payment has not been received. IQPC Cancellation, Postponement and Substitution Policy: You may substitute delegates at any time by providing reasonable advance notice to IQPC. For any cancellations received in writing not less than eight (8) days prior to the conference, you will receive a 90% credit to be used at another IQPC conference which must occur within one year from the date of issuance of such credit. An administration fee of 10% of the contract fee will be retained by IQPC for all permitted cancellations. No credit will be issued for any cancellations occurring within seven (7) days (inclusive) of the conference. In the event that IQPC cancels an event for any reason, you will receive a credit for 100% of the contract fee paid. You may use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of cancellation. In the event that IQPC postpones an event for any reason and the delegate is unable or unwilling to attend in on the rescheduled date, you will receive a credit for 100% of the contract fee paid. You may use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of postponement. Except as specified above, no credits will be issued for cancellations. There are no refunds given under any circumstances. IQPC is not responsible for any loss or damage as a result of a substitution, alteration or cancellation/postponement of an event. IQPC shall assume no liability whatsoever in the event this conference is cancelled, rescheduled or postponed due to a fortuitous event, Act of God, unforeseen occurrence or any other event that renders performance of this conference impracticable, illegal or impossible. For purposes of this clause, a fortuitous event shall include, but not be limited to: war, fire, labour strike, extreme weather or other emergency. Please note that while speakers and topics were confirmed at the time of publishing, circumstances beyond the control of the organizers may necessitate substitutions, alterations or cancellations of the speakers and/or topics. As such, IQPC reserves the right to alter or modify the advertised speakers and/or topics if necessary without any liability to you whatsoever. Any substitutions or alterations will be updated on our web page as soon as possible. Discounts: All ‘Early Bird’ Discounts require payment at time of registration and before the cut-off date in order to receive any discount. Any discounts offered by IQPC (including team discounts) also require payment at the time of registration. Discount offers cannot be combined with any other offer. PAYMENT MUST BE RECEIVED PRIOR TO THE CONFERENCE To speed registration, please provide the priority code located on the mailing label or in the box below. My registration code PDFW Please contact our database manager on +44(0) 207 368 9300 or database@iqpc.co.uk quoting the registration code above to inform us of any changes or to remove your details. Mr Mrs Miss Ms Dr Other Special dietary requirements: Vegetarian Non-dairy Other (please specify) Card Number: VISA M/C AMEX Please indicate if you have already registered by: Phone Fax Email Web Yes I would like to receive information about products and services via email I agree to IQPC’s cancellation, substitution and payment terms Please note: if you have not received an acknowledgement before the conference, please call us to confirm your booking. Total price for your Organisation: (Add total of all individuals attending): CONFERENCECODE:20922.006 First Name Tel No. Email Organisation Nature of business Address Postcode Country Fax Telephone Approving Manager IQPC Point of contact Name On Card: Billing Address (if different from above): City/County/Postcode Cheque enclosed for: $ (Made payable to IQPC Ltd.) Exp. Date: Sec: Name of person completing form if different from delegate Family Name Job Title Pass includes Main Conference (October 21, 2015 & October 22, 2015)   Access to conference presentations post-event via our B2B Shop at www.b2biq.com   Access to workshop afternoon (October 20, 2015)**   Package Options For Operators, Carriers and Communication Service Providers Business Pass Economy Pass Standard Price $2,799 $2,299 Package Options For All Other Attendees Business Pass Economy Pass Standard Price $3,699 $3,299 A la Carte - Add to any packages Add a Workshop to Main Conference Pass** $499 Add conference presentations on B2B Shop at www.b2biq.com $799 Start knowledge sharing and networking before the event MAIN CONFERENCE: 21st-22ndOctober2015 WORKSHOP DAY: 20thOctober2015 VENUE: Atlanta,Georgia,USA © IQPC Ltd. VAT Registration No. GB 799 2259 67 Join our linkedin group Telecoms IQ Proffesional Network Follow us on Twitter @telecomsforum