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

CREATING AND DELIVERING CX OPPORTUNITIES

Morning

8:00 am - 8:45 am REGISTRATION AND WELCOME COFFEE

8:45 am - 9:00 am WELCOME SPEECH, CHAIR’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

9:00 am - 9:45 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

9:45 am - 10:15 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

10:15 am - 10:45 am TURN ACCELERATING CUSTOMER/CONSUMER EXPECTATIONS INTO BUSINESS BENEFITS

Steve Smith - VP, Strategic Industries ClickSoftware
Customer and field service employee expectations have been accelerating tremendously over the past several years. It’s nothing new, yet many field service operations continue to struggle to simply meet these expectations. 
 
Join us to learn strategies to delight customers, and employees while reducing operating costs.  Redefining the historic model of increasing operating costs to achieve an acceptable NPS, to one where reduced costs and customer satisfaction are aligned. Hear strategies to:
 
  • Engage and delight customers
  • Attract and retain field service professionals
  • Reduce operating costs
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Steve Smith

VP, Strategic Industries
ClickSoftware

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 LATIN & CENTRAL AMERICA AND THE CARRIBBEAN 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 Central & Latin America ad the Caribbean telecoms market.
 
Designed specifically to help those from the 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

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

1:45 pm - 2:15 pm WHY MILLENNIALS NEED CSPS TO STEP UP THEIR GAME AND HOW OTT PLAYERS ARE DISRUPTING CUSTOMER BEHAVIOR

Niki Chambille - Product Manager Self-Service B2B VodafoneZiggo
Walter Neeft - VP of Sales CALVI
Niki (VodafoneZiggo) shares the stage with Walter to discuss her experiences and vision on this topic.
 
  • How OTT players are owning the customer relationship
  • What CSPs will need to do to survive and win in this dynamic & competitive landscape
  • Why proactively providing relevant information is the key to customer loyalty & trust


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Niki Chambille

Product Manager Self-Service B2B
VodafoneZiggo

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Walter Neeft

VP of Sales
CALVI

Afternoon Streams

E2E CX Delivery

2:15 pm - 2:45 pm BREAKING THROUGH BAU CX WITH DESIGN THINKING
Jennifer Fitzmaurice - AVP, Training AT&T
·         Understand the basics of Design Thinking, and advantages for your organization and the customer
·         Learn how a disrupting siloed thinking with a collaborative approach helps create a better customer experience
·         Find new opportunities by beginning with the user experience in mind
·         Removing internal constraints using trial methodology
·         Tap into Design Thinking to serve both internal and external customers
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Jennifer Fitzmaurice

AVP, Training
AT&T

E2E CX Delivery

2:45 pm - 3:15 pm SAFEGUARDING 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

E2E CX Delivery

3:15 pm - 3:45 pm AUTOMATION: THE NEXT FRONTIER FOR CUSTOMER EXPERIENCE
John Rynn - VP, Business Development Globys
Although most CSPs have moved to some form of digital billing, inefficiencies are still at large for both the CSP and the customer. So how do you remove the payment roadblocks and make it easier for your customers to do business with you? You enable invoice automation for your customers.
 
In this session, participants will learn:
 
·        The current state of the billing experience from the customer’s point of view
·        How automation is redefining the customer billing experience and beyond
·        Why this automated approach is a game changer for CSPs
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John Rynn

VP, Business Development
Globys

Culture, Colleagues and Customer Centricity

2:15 pm - 2:45 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

2:45 pm - 3:15 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

3:15 pm - 3:45 pm ENHANCING THE DIGITAL BILLING EXPERIENCE
Jim Seigler - VP of Sales, Americas Soft-ex
• Challenges faced by B2C & B2B CSPs to leverage and
consolidate multiple billing platforms to deliver a self-serve billing
portal
• Differences in complexity between B2C & B2B billing
• Delivering centralised visibility and unified billing communications
across fixed, mobile, data, hosted ICT etc.
• Subscriber Data Intelligence & Customer Centric Observations
• Simplify billing comms to significantly enhance the customer
experience and reduce customer care costs
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Jim Seigler

VP of Sales, Americas
Soft-ex

Afternoon break

3:45 pm - 4:15 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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Maria Marino

VP, Customer Experience
Windstream

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Ken McMahon

SVP, Client Operations
Vonage Business

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Ivan Nikolaev

Director, E2E Operations, CX
Rogers Communications

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Krista Sheridan

Sr. Advisor, People and Culture
TELUS

5:00 pm - 5:30 pm HOW TO TURN THE HUMBLE BILL INTO YOUR MOST VALUABLE CUSTOMER COMMUNICATION

Aaron Fullen - Global Head of Sales BriteBill
It’s no secret that poor customer communication is one of the main causes of dissatisfaction and churn. From bad bills and impersonal emails to dull and disappointing digital experiences. As customer experience professionals take charge of smoothing out ‘bumpy’ experiences on the customer journey, how can they ensure that customer communications deliver their brand experience promise?

• Unlocking the power of your billing data as part of an overall CEM strategy
• Transforming your most-read communications into personalized, engaging interactions that cut costs, improve satisfaction and drive revenue
• Simplifying customer communications and making them easier to understand to triage issues
• Framing the conversation with the right tone of voice and brand personality
• Conversing with customers like you know, and care, about them
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Aaron Fullen

Global Head of Sales
BriteBill

5:30 pm - 6:00 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

6:00 pm - 6:10 pm CHAIR’S CLOSING THOUGHTS

Melissa Harris - CEO and Founder Telecom Training Corporation
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Melissa Harris

CEO and Founder
Telecom Training Corporation