October 10 - 11, 2018 | Crowne Plaza Los Angeles-Commerce Casino, CA

CREATING AND DELIVERING CX OPPORTUNITIES

Morning

8:30 am - 9:00 am REGISTRATION AND WELCOME COFFEE

9:00 am - 9:15 am WELCOME SPEECH, CHAIRMAN’S OPENING REMARKS AND ICE BREAKER

Melissa Harris - CEO and Founder Telecom Training Corporation
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Melissa Harris

CEO and Founder
Telecom Training Corporation

9:15 am - 10:00 am THE GREATER CX PICTURE: WHAT’S HAPPENING OUTSIDE OF TELCO?

Ingrid Lindberg - Founder and Chief Experience Officer Chief Customer
In this 30 minute session, followed by Q&A, you’ll hear trends and updates on what retailers, financial institutions and hospitality companies are doing in their quest to deliver memorable experiences to their customers.

  • Find out what makes top scoring industries perform as well as they do
  • What is the simple formula for customer experience success?
  • What can we learn from other industries that we can do differently?
  • What can you actually do now to differentiate in a highly commoditized market?

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Ingrid Lindberg

Founder and Chief Experience Officer
Chief Customer

10:00 am - 10:45 am KEYNOTE: THE VIEW FROM THE TOP

Rizwan Kassim - Co-Founder and Chief Strategy Officer Ultra Mobile
In this not-to-be-missed keynote session we explore CX from the perspective of a Co-Founder and Chief Executive Officer of the 2014-2015 fastest growing company in the US, looking at how to transform the wider business strategy in to a more customer-centric approach. Join Rizwan, as he offer guidance and thoughts across a variety of related topics, including:

  • What is the role of the top executives in CX delivery? And how can they take the lead in breaking down the three common barriers that threaten the overall CX strategy: Authority, Access, and Action?
  • What defines success? Is it ROI, competitive advantage or is it something far simpler?
  • Championing CX innovation: Setting a vision, creating a purpose and executing on it
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Rizwan Kassim

Co-Founder and Chief Strategy Officer
Ultra Mobile

10:45 am - 11:15 am MORNING BREAK AND NETWORKING

Interactive Discussion Sessions

Session A

11:15 am - 12:45 pm C-LEVEL EXECUTIVES BOARDROOM DISCUSSION (Strictly by invite only)
Ingrid Lindberg - Founder and Chief Experience Officer Chief Customer
This workshop, operating under Chatham House Rules, is an exclusive invite-only problem solving session for executives to discuss with like-minded peers the unique challenges they face within CX. You will each be asked to present one challenge keeping you awake at night, which will collaboratively form the basis of the group discussion. Join this senior executive workshop and walk away with thoughts and input from some of the best strategic minds in the business, offering their guidance to your unique challenges.
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Ingrid Lindberg

Founder and Chief Experience Officer
Chief Customer

Session B

11:15 am - 12:45 pm LATAM & CARIBBEAN FORUM
Melissa Harris - CEO and Founder Telecom Training Corporation
Each market is unique, but key challenges such as customer retention, increasing customer expectations and delivering a high quality of service are all commonly being faced across the LATAM and Caribbean telecoms market. Designed specifically to help those from the CALA regions, use this chance to network and discuss the most pressing issues you’re currently facing and collectively identify the best CX practices and tech innovations to bring about positive change in your business.
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Melissa Harris

CEO and Founder
Telecom Training Corporation

Session C

11:15 am - 12:45 pm BOOSTING CUSTOMER ENGAGEMENT THROUGH EXISTING CUSTOMER TOUCH-POINTS AND INNOVATIVE SERVICES
Philippe Andres - Vice President, Group Marketing, North America Orange
One of the key things most operators are focusing on is creating a smooth omni-channel experience for the customers. This involves ensuring customer engagement through a variety of existing customer touch-points, and using them to create brand affiliation and customer loyalty. In this working session, discuss the most effective ways to engage your customers with your brand using existing touch-points and expanding your thinking outside the box.

This session will cover new innovative offers such as Orange Bank, mobile banking services or AT&T streaming service DirectTV, which are now becoming key differentiators for the consumer. Learn how to integrate these to enhance customer experience and stand out from your competition.
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Philippe Andres

Vice President, Group Marketing, North America
Orange

Customer centricity is not a passing fad. How do we meaningfully instill this crucial focus within organizational culture? How do we create the conditions for it to thrive? How do we nurture it for the long hall? How do we create a sense of accountability and focus among all employees — not just those on the front line?

Learn real-world tools for creating a customer-focused culture at your organization with VBP Orange, an experience design practice that has created customer-centric solutions for companies across a range of industries, including Audi, Phillips 66, and Pacific Life.
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Harlan Kennedy

Founder and Director of Strategy
VBP Orange

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Peter Antonelli

Director of Design
VBP Orange

Lunch

12:45 pm - 1:45 pm NETWORKING LUNCH

Afternoon Streams

E2E CX Delivery

1:45 pm - 2:15 pm INNOVATION IN SIMPLICITY: SEEKING OUT CX OPPORTUNITIES AND TURNING THEM INTO STRATEGY
Jennifer Fitzmaurice - AVP, Customer Experience AT&T
  • Learning how to innovate ideas for improvement by breaking down CX into the basics and finding new opportunities to make your CX proactive, transparent and FUN!
  • Determining the best touch-points for customer engagement and simplified interaction
  • Maximizing what you get out of your trial period and how to make sure your solution will go mainstream
  • Seeking out the data needed to speed up the trial process and prove ROI
  • Embracing dips, bumps and U-turns on your journey
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Jennifer Fitzmaurice

AVP, Customer Experience
AT&T

E2E CX Delivery

2:15 pm - 2:45 pm ENSURING A GREAT CUSTOMER EXPERIENCE THROUGH PROCESS
Oksana Shwartz - VP, Initiative and Program Management Ultra Mobile
  • Basics - Establishing a process that enables a company to work on the most impactful projects through regular decision making intervals throughout the product development lifecycle
  • Communication - Empower teams to make decisions, communicate outcomes, and iterate through communication styles and mediums
  • Process - Stick to the process until it doesn’t work, then iterate
  • Case Study of failure and success with measurable impact
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Oksana Shwartz

VP, Initiative and Program Management
Ultra Mobile

E2E CX Delivery

2:45 pm - 3:15 pm PREVENTING YOUR CX TRANSFORMATION INITIATIVES FROM FAILURE
Maria Marino - VP, Customer Experience Windstream
Discover the most common reasons why CX transformation initiatives fail and safeguard your strategy before it’s too late by exploring the key success factors below:
 
  • Establishing the right strategy: Be True to Who You Are (Alignment with Corporate Objectives)
  • Creating strong CX governance: Scorecards - Putting Numbers on the Board (the importance of Quick Wins)
  • Operationalizing success: It Takes a Village
  • Emphasizing the importance of communication: If You Don’t Tell them, they Won’t Know
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Maria Marino

VP, Customer Experience
Windstream

Culture, Colleagues and Customer Centricity

1:45 pm - 2:15 pm DEVELOPING THE CX SKILLS YOU NEED FOR 2019+
Krista Sheridan - Sr. Advisor, People and Culture TELUS
Learn how to foster a culture focused on unlocking and leveraging the potential of everyone – employees, vendors, customers – every day, to drive innovation and accelerate CX improvement.

  • Re-imagine roles
  • Boost engagement
  • Drive innovation
  • Increase CX impact
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Krista Sheridan

Sr. Advisor, People and Culture
TELUS

Culture, Colleagues and Customer Centricity

2:15 pm - 2:45 pm MAKING YOUR FRONTLINE DRIVE CX
Denise Vidal - Sr. Director, Frontline & Customer Experience T-Mobile US
Discover how T-Mobile install commitment to CX goals and make their frontline employees catalysts of CX delivery.

  • Transforming how you view your employees
  • Adapting your training practices to foster creativity and innovation
  • Creating an internal connection to the brand
  • How to get your employees excited about what you do?
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Denise Vidal

Sr. Director, Frontline & Customer Experience
T-Mobile US

Culture, Colleagues and Customer Centricity

2:45 pm - 3:15 pm WITH OTHER INDUSTRIES OUTPACING TELECOMS, HOW DO YOU DRIVE REAL CUSTOMER ENGAGEMENT? ARE YOU READY FOR THE NEXT GENERATION?
Walter Neeft - VP of Sales CALVI
Telcos are expected to tailor their products and services to fit customers’ personal needs and although many Telcos have successfully adapted their product offerings to meet these personalized demands, one major pain point remains: the invoice. As soon as the first invoice hits the (digital) doormat, those personalized and converged product offerings have become complex puzzles of information that often cause a lot of frustration and confusion.

The capability of the invoice as a vital instrument to engage & communicate with customers is often neglected. CALVI believes that everyone is entitled to a clear invoice and that it is widely underestimated what can be achieved by digitalizing and personalizing the billing touchpoint.


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Walter Neeft

VP of Sales
CALVI

Afternoon break

3:15 pm - 3:45 pm AFTERNOON BREAK AND NETWORKING

Afternoon

No business will tell you the customer is not important, nor will any business leader tell you that some employees don’t care for the customer – it would be a PR nightmare! Nevertheless, the simple truth is that some embrace the customer more than others. In this frank and open panel discussion you’ll have the opportunity to hear from a number of businesses talk transparently about their experiences of what works and what doesn’t. They’ll compare and contrast beliefs on where the responsibility for CX lies, how to identify and create CX champions and ultimately if we all ‘own’ CX, who should ensure it is being kept front-of-mind?
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Melissa Harris

CEO and Founder
Telecom Training Corporation

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Pia Baker

Group Director, CX
Digicel Group

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Krista Sheridan

Sr. Advisor, People and Culture
TELUS

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Maria Marino

VP, Customer Experience
Windstream

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Eric Burton

VP, Customer and Employee Tools
Comcast

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Ivan Nikolaev

Director, E2E Operations, CX
Rogers Communications

4:45 pm - 5:15 pm ROCKSTAR CUSTOMER EXPERIENCE

James Dodkins - Founder ROCKSTAR CX
In this high energy, entertaining and musical keynote you’ll learn lessons from a former real-life, award winning rockstar. 'Customer Experience Rockstar' James Dodkins will share stories, ideas, frameworks and mindsets that will guarantee that you turn your customer experience up to 11.

He’s even going to dust the cob-webs off of his guitar to give you all a musical experience that you’ll never forget! James’ client list reads like a ‘who’s who’ of global brands with Disney, Microsoft, Nike, Mercedes-Benz, Lego, AMEX, IBM and many more included. James trains, consults and speaks all over the world helping companies deliver a ‘Rockstar Customer Experience’.

You’ll learn about:
  • The ‘Peak/End’ Rule
  • The importance of a macro and micro visions
  • What to do when things go wrong
  • How not to be ‘Impressive but irrelevant’
  • How to get inspiration from different genres
  • Creating and maintaining memorable customer experiences
  • And most importantly how to cultivate and awaken your inner rockstar.
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James Dodkins

Founder
ROCKSTAR CX

5:30 pm - 6:00 pm CHAIRMAN’S CLOSING THOUGHTS

Melissa Harris - CEO and Founder Telecom Training Corporation
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Melissa Harris

CEO and Founder
Telecom Training Corporation