Telecom CEM World Congress

Date: 22-24 April 2013
Location: Grand Connaught Rooms London, 61 ­ 65 Great Queen Street London, England, WC2B 5DA
http://www.cemcongress.com

Joining together performance, marketing, customer care and operational departments from mobile operators, MVNOs, OTT players, ISPs and global solution providers.  The event will also feature three case studies from finance, broadcasting and retail industries.

Customer experience has now arguably moved to the forefront of boardroom discussion and has been identified as critical to every business? success. Evolving technologies and products, faster services, and fewer poor customer experiences have undeniably put pressure on companies. Modern day users are adapting to the new ?digital era?, and not only do they have greater expectations, but now have the ability to choose amongst the many operators competing against each other.

Event Features And Programme Highlights

Telecom CEM World Congress offers numerous networking opportunities and enables industry experts to hear, learn and debate a range of issues surrounding Customer Experience Management. These include network and operations efficiency, customer journey and life-cycle, touch-points, cross-channel experience, data analytics, business intelligence, KPIs, loyalty, churn and retention, social networks, social analytics, leadership and employee engagement. The interactive debates and knowledge driven presentations address prognosis, strategies and best practices in optimising next generation CEM.

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Featuring 40+ Front-Runners In Customer Experience Strategies

Mobile Operators

•     Ghassan Hasbani, Former CEO- International, STC
•     Raja Haider, CCO, Fanoos Telecom
•     Sandra De Zoysa, Group Chief Customer Officer, Dialog Axiata
•     Debbie Oster, SVP, Telus
•     Simon Griffiths, Group Head of BI Technology, Vodafone
•     Ben Vos, VP Wholesale Business Operations, Sprint- Nextel Corporation
•     Luis Angel Galindo Sanchez, General Manager Strategy & Innovation, Telefonica Spain
•     Megan Ashman, General Manager, Customer Management, MTN South Africa
•     Annouska Webb, General Manager- Contact Center & Shared Services, Telstra
•     Alain Glickman, Group Director of Customer Insights, Orange FT Group
•     Darren Ball, Head of PAYG Loyalty, Virgin Media
•     Ahmad Mourad, Senior Director Customer Operations Support & Planning Commercial, Du
•     Josef Schleghuber, Head of Customer Care, Telefonica Germany
•     Wayne Schutte, Director Customer Experience, Everything Everywhere
•     Charlotte Dunsterville, Former Director of Customer Experience, Orange
•     Raymond Lohr, VP Customer Experience, Liberty Global (UPC Broadband)
•     Markus Freikamp, Head of International Wholesale Business Models, Deutsche Telekom
•     Nina Gyubbenet , Customer Operations Director, Tele2Russia
•     Adil Ayub, Marketing Pricing, Planning & Performance Expert, Omantel
•     Berna Uzuner, Customer Value Manager, Turkcell
•     Md. Ishtiaque Khan, Head of Prepaid Market Development Marketing, Orascom Telecom Bangladesh

MVNOs

•     Milind Kangle, CEO, Lycamobile
•     John Mardini, President, Voyager Mobile
•     Vincent Boon, Chief Community Officer, Giffgaff

OTT Players

•     Jeremy Morris, Head of Telecommunications, Google
•     Edmund Read, Senior Manager Customer Contact and Social Media, Skype

And...

•     Michel Dupont, SVP, MTV North & International
•     Soren Lundgren, Head of Customer Management, SEB
•     Craig Lee, Manager of Customer Experience & CRM Programme, Emirates

Contact:
Call:+44 (0)20 7017 7483 or +44 (0)20 7405 7811
Email: registration @ iir-telecoms.com
Website http://www.cemcongress.com, Twitter @iirtmarketing and hash tag for Telecom CEM World Congress #CEM2013