Live Chat Software
11-12 October 2017 | DoubleTree by Hilton Hotel London - Victoria, London, United Kingdom

Agenda Day 2

8:30 am - 8:50 am Registration and coffee

8:50 am - 8:55 am Chairperson's welcome

8:55 am - 9:10 am Day One Recap Session

Following a full day of presentations, case studies, interactive discussions, networking sessions and a beer or two, this session will present the opportunity for the audience to have their say. By focusing on the key points discussed on the first day, and a further opportunity to share ideas, individuals will be allowed to share their insights and solutions into those specific problems with the entire conference.  

11:10 am - 12:00 am Morning Coffee and Networking Break

9:10 am - 9:50 am Digital Approaches to a Customer Centric Offering

·         Ensuring the business objectives are aligned with current and changing expectations of the consumer: Determining the optimal approach for your organisation
·         The importance of connecting with customers: The right place, with the right message, at the right time every time
·         Customer engagement: Maintaining consistency across all channels of communication
·         Defining metrics, key performance indicators and analytics functions that are centred on the customer
·         Outcomes: Positive impacts on ARPU and churn through real-time analytics tests in pricing models whilst offering freemium subscription

8:00 am - 8:05 am Chairperson’s Closing Remarks and Conference Close

9:50 am - 10:30 am Dynamic Approaches to Simplification: Addressing Organisational Complexity for Performance Improvement

Jean-Marc Capitaine - Director Transformation and Simplification Proximus
·       Reviewing existing structures to determine the right model to support upcoming projects
·       Removing complexity to support a faster approach for experimentation and innovation
·       Leadership: Identifying, up-skilling and continuous development of business transformation leaders
·       Understanding how to change, maintain and sustain improvement efforts
·       Outcomes: Process optimisation, improved methodology, customer centricity and IT simplification

Jean-Marc Capitaine

Director Transformation and Simplification

10:30 am - 11:10 am Preparing the Digital Transformation Strategy for the Internet of Things

·         How will IoT serve as the growth engine of Digital Transformation?
·         What are the anticipated challenges and opportunities associated with IoT?
·         How can data monetisation strategies be created from IoT?

11:40 am - 12:00 am Digital Life: Enabling Customers to Maximise their Value and Experience From the Digital World

Dr Marc Engelmann - Director Consumer P&L Telefonica
·         Project overview: Drivers, strategy and outcomes
·         Evolving the existing model and moving towards becoming  a fully integrated “Digital Life” provider
·         Breaking down barriers to adoption and building an ecosystem that will deliver innovative, differentiating customer centric  services
·         Identifying and selecting device, platform and service providers to drive innovation
·         Next steps: Where is the future heading and how will the industry maintain pace?

Dr Marc Engelmann

Director Consumer P&L

12:20 pm - 1:00 pm Embracing Digital Web Chat: Pursuing the Ultimate Customer Service

Stuart Russell - Head of Transformation Three Ireland
·         Overview of the transformation project: Investing in improved customer process and building capability to meet expectations
·         Delivering higher satisfaction at lower costs
·         Defining specific KPI’s to meaure experience across the entire journey

Stuart Russell

Head of Transformation
Three Ireland

1:00 pm - 2:00 pm Lunch and Networking Break

8:00 am - 8:40 am Digital Disruption: It all Starts from People, Preparing Future Disruption with Empathy

Jani Engberg - Chief Digital Officer Telia Finland
  • Recognising the importance of vision and ambition, knowing where your business is now
  • Business design as a tool to transform your business, a willingness to respond boldly before it's too late
  • Ensuring future objectives are aligned to the current and future needs of the consumer and overall business objectives

Jani Engberg

Chief Digital Officer
Telia Finland

2:40 pm - 3:20 pm Translating Digital Transformation into a Clear Business Strategy: Growth and Competitiveness

·         Articulating the value proposition of shifting towards a customer centric digital model
·         The importance of establishing KPI's to measure the impact of digital transformation
·         Maintaining pace and ensuring competitiveness in a rapidly evolving market

3:20 pm - 12:00 am Afternoon Tea and Networking Break

·         Reviewing current and emerging risks: Digital threats, current & future technology and regulatory & legal
·         Creating awareness throughout organisations to help leaders and employees understand emerging digital risks
·         Defining strategies and implementation plans to manage and mitigate the risks more effectively

Gianvito Lanzolla

Founder and Director, Digital Leadership Research Centre
Cass Business School

4:30 pm - 5:10 pm Digital Communication Strategy: Social Media, Digital Media and the Digital Ecosystem