What's New For 2019?

Leading CX Efforts from the C-Suite:

It’s becoming more and more apparent that having a management team that is bought in to operating as a customer-led enterprise is the best way to ensure that the customer focus truly manifests across the organisation. This year we have already confirmed 3 C-level speakers to cover all aspects of people, technology and processes from the top down.

Join the following inspiring sessions to discover how to bring customer culture to life:

Opening Keynote Presentation: Effectively Integrating The Customer Strategy With Technology And People

Phil Eayres, Chief Customer Officer and Interim CEO (Full Fibre), Talk Talk Group PLC

CEO Panel Discussion: Cultural Transformation From the Top Down

Nick Thompson, CEO, The Phone Co-op

Lessons Learned From A Fully Digital MNVO

Kim Faura, Chief Commercial Officer, giffgaff

Find the solution to your 2019 CX Challenges with More Interactive Networking Sessions than Ever Before

We will be hosting two sets of interactive roundtable discussions (that’s 9 roundtable discussions!) on leading challenges as described by your peers with a focus on various functions including insight and analytics so you can focus on to really deep diving into the challenges that matter to you

Getting Behind the Customer Feedback Scores – What Do We Really Want to Know from Our Customers To Create Quality Experiences?

Chris Beeson, Head of Customer Experience Insight , Virgin Media

Keeping Customers for Longer Through Emotional Engagement

Andrew Fryatt, Managing Director, Small Business and Residential, Zen Internet

The Loyal Customer - Shifting the Organisational Mindset From Acquisition to Retention

Hassan Jaafar Head of CRM & Customer Insights, Lebara

Create Harmony Between Cultural And Digital Transformation

The 2019 agenda for the CX Telecoms Exchange will reflect the importance of marrying transformation from a human and technology standpoint. When the human element of customer experience supports innovative technology, that’s when customer experience truly comes full circle. Here are just some of the sessions you can expect to gain business-transforming insight from in 2019:

Let your CX strategy be led by emotion across the enterprise with these culture change sessions:

Building An Award Winning Customer Service Culture

Shanna Pedersen, Head of Customer Experience, Corporate, BT

Keeping Customers for Longer Through Emotional Engagement

Andrew Fryatt, Managing Director, Small Business and Residential, Zen Internet

The Loyal Customer - Shifting the Organisational Mindset From Acquisition to Retention

Hassan Jaafar, Head of CRM & Customer Insights, Lebara

Drive your seamless omnichannel strategy with these digital innovation sessions:

Becoming A Digital Customer

Sinem Yuksel, Customer Experience Director, Turkcell

Finding the Balance – A Digital-Assisted Human Customer Experience Strategy

France Heringer-Jallot, EVP CX and Sales, Orange

Leading a Digital Transformation of Customer Service: The see-saw effect

Justin Conry, Head of Transformation, Three Ireland

For The First Time Ever at the CX Telecoms Exchange, Join Our Exclusive, Limited Attendance Lunch & Learn Sessions:

Learn lessons from leading customer experience retailer John Lewis on Driving Sustainable Culture Change. This interactive session will be limited in attendance so sign up early to ensure your place and will be led by Andrew McMillan, Former Head of Customer Service at John Lewis.

Be inspired by the telecoms sector’s leading women who are making a difference to customers and employees every day. Join the conversation celebrating women in the industry and what the future of the industry looks like.

Key Lessons on Cultivating Culture Change from the Top-Down:

Join our much anticipated CEO Panel Discussion bringing together Chief Executives from across the UK telecoms industry to discuss how the customer culture within their respective organisations manifests from the top down all the way to the front-line. Discover first-hand examples of empowering employees and driving moments that matter across the enterprise of 5 leading telco companies.

  • What is the role of employees and employee culture in an increasingly digital experience?
  • What is the role of senior management in driving culture change?
  • What is the biggest challenge in driving a customer-first mindset within your organisation and how are you addressing this?
  • Where do you see the biggest threats to culture change as we move towards a more automated working environment?