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 - NaN:NaN 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
Proximus

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 - NaN:NaN AM Digital Life: Enabling Customers to Maximise their Value and Experience From the Digital World

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?

Marc Engelmann

Director Consumer P&L
Telefonica

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 - NaN:NaN 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