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Past event: CEM in Telecoms Global Summit

Welcome to the 15th Annual Customer Experience Management in Telecoms Global!

Transforming the telecoms industry by connecting back-end innovation with front-end expertise to greatly increase customer engagement in the digital era

The CEM in Telecoms Global Summit is back for its 15th year doing what we do best; bringing together the world's leading CX Telecoms professionals to share best practice strategies to help the industry solve its greatest challenges.

In the last 15 years, there's never been so much urgency as now to master true customer engagement and centricity, to innovate with seamless agility, to build loyalty and reduce churn, and to leverage data across all digital channels to truly redefine the entire relationship between telcos and the customer. With new and exciting developments on the horizon, from the increasing advancements of AI and machine-learning, which are driving greater value to each and every customer, to the rollout of 5G and the endless possibilities of IoT, the telecoms industry is about to truly enter the fourth industrial revolution.

Featuring keynotes, panel discussions, round-tables, and breakouts, and with early confirmations from the likes of Reliance Jio, Vodafone Germany, Facebook, and Ooredoo Algerie, there's never been a better time, and will never be a better place to come and learn, network, engage, and embrace the change that is coming.

Benefits of Attending

  • Learn how to benchmark the latest technological disruptors, such as AI, Chatbots, Messaging Services, and Big Data Analytics to give your teams the expertise and confidence to fully engage with your customers
  • Gain an advantage over the competition with your organisation's service culture transformation and learn how to close the gap between technological advancements and CX employee development
  • Overhaul and transform your operating model - hear from Telia and Vodafone, who have revolutionised their offerings to attract new customers, whilst better serving their existing customer base
  • Learn what strategies to onboard, and what to avoid, with no-nonsense case studies and use these principles to strengthen your chances of greater investment in digitalisation for 2020 and beyond

Who Will You Meet?

Meet Chiefs/SVPs/VPs/AVPs/Directors/Heads of:
  • Customer Experience
  • Customer Strategy
  • Customer Operations
  • Customer Design
  • Customer Innovation
  • Customer Insight
  • Customer Loyalty
  • Customer Retention
  • Customer Engagement
  • Customer Analytics & Insight
  • Customer Channels
  • Customer Service
  • Product
  • Marketing

2020 Speakers:

  • Michael Dmitrichenko, Chief Customer Officer, Volia
  • Jorg Knoop, Technology Digital Incubator, Vodafone Germany
  • Yves Dubuisson, Chief Strategy Officer, Ooredoo Algerie
  • Will Gibson, Retail Business Optimisation Lead, Maplewave
  • Sacha Nikita Kraft, Client Partner, Facebook
  • Robert Hackl, SVP of Headset Leasing and Insurance, Sprint
  • Chanice Henry, Editor-in-Chief, CX Network
  • Durdana Achakzai, Group Director of Digital, Vodafone
  • Katy Pearce, Head of Enterprise CX, Vodafone
  • Iris Meijer, CMO, Vodafone Business
  • Simon Moore, CEO and Psychologist, Innovation Bubble
  • NRKS Chakravarthy, VP - Quality, Customer Insights & Analytics, Reliance Jio
  • Sadia Khuram, Chief CX Officer, Jazz
  • Suman Kargupta, Head of Customer Experience, Jio
  • Shanti Jusnita Johari, Chief Customer Service & Experience Officer, Celcom Axiata Berhad
  • Kyle Fox, Director, Care Frontline Readiness, T-Mobile USA
  • Mustafa Ergen, Chief Technology Adviser, Turk Telekom
  • Shanna Pedersen, Head of Customer and Sales Experience, Enterprise, BT
  • Ingrid Lindberg, Chief Experience Officer, Chief Customer
  • Matteo Gatta, Technology Strategy & Innovation Director, Proximus
  • Hari Sivasubramaniam, CTO of International Networks, Liquid Telecommunications
  • Deniz Demirci, Vice President, Deutsche Telekom
  • Ron Rout, SVP, Customer Service Operations, Rogers Communication
  • Jyri Suvela, Director Service Offering, Telia Inmics-Nebula, Telia
  • Mahinda Herath, Group Chief Planning & Digital Officer, Sri Lanka Telecom
  • Mila Milenkovic, Head of Digital Innovation & Applications, Telekom Srbja
  • Regina Urbani, Director Digital Business, Sunrise Communications
  • Geoff Pritchard, Head of Data Strategy, giffgaff
  • Puneet Dhar, VP, Customer Care Solutions, Nokia
  • Andrea Goodwin, Director, Product Management, OnePIN
  • Phil Eayres, Chief Customer Officer & Interim CEO Full Fibre, TalkTalk
  • Ker Ling Yew, VP Group Data Office, Singtel
  • Jonathan Lakin, CEO, Intent HQ
  • Dave Wardell, VP Global Sales, Intent HQ
  • Mark Hiseman, Pre-sales Director, Intent HQ
  • Max Yoder, CEO, Lessonly
  • Ratko Vukovic, Senior CEM Consultant, Global Services, Huawei
  • Fabian Metz, Head of Business Development, solvatio
  • Branimir Spajic, Director, Customer Experience Management, Hrvatski Telekom
  • Bernard Szederkenyi, Head of Customer Experience & Digital Evolution, Koodo Mobile
  • Dan Morley, SVP Performance, Amplifire
  • Juan Manuel Caro Bernat, Director of Operations & Customer Experience, Telefonica
  • Katharina Wittgens, Managing Director & Business Psychology Consultant, Inovationbubble
  • Rekha Weerasooriya, Head of Customer Experience Transformation & People Development, Dialog Axiata Plc
Pre-Conference Workshop Day: 27th January 2020
Conference: 28th - 29th January 2020

Please fill in your name and email to receive the Agenda of this event.


Novotel London West
1 Shortlands, W6 8DR
Hammersmith, London, United Kingdom
Phone: (+44)207 6600680

Travel and accommodation are not included in the conference fee; however we have put together a HotelMap that displays discounted accommodation for hotels in the area near to CEM in Telecoms Global 2020. The map displays live availability and allows you to book directly with each hotel:

Please note: We will never recommend, approve or appoint any third party rooming service to act on our behalf. Please be extremely wary if you are approached by any such companies. We will always endeavor to negotiate the best available rates for you so please use the Hotel's website link provided.
Event details
Organizer : IQEU
Event type : Conference
Reference : ASDE-21704