review
Presentations
Customer
Engagement in
Telcos/Utilities
Forum
23 OCTOBER, 2014
Keynote: Preparing the Plan – Important Considerations for your
Customer Management in 2015 and Beyond
Mike Havard, Director, Ember Services
Drawing on experience and perspectives from Ember’s
strategy and operational programmes across energy, water
and telecoms, as well as wider industry references, Mike
will aim to inform your planning and thinking for how
customer management will need to evolve for organisations
to stay relevant and competitive. From key trends in digital
customer engagement through to the practical aspects of operational
performance and MI, the session will provide guidance for your
investment and planning priorities over the next few years. This will
include: • Understanding the ‘value of value’ and how this should be the
key focus • The danger of dogmatism in data and digital planning •
Assessing the relevance of regulation • The rise of transformative
outsourcing, the myths and the principles for success.
2014 Trends in Utilities & Telecoms Customer Experience
Stephen Harwood, Client Services Director, Nunwood
Maria Slaymaker, Client Services Director, Nunwood
Since 2010, Nunwood's Customer Experience Excellence
Centre has studied over 800 of the world's leading
customer facing brands across a multitude of industries.
This October, the fifth annual review of the UK market is
released, providing one of the most comprehensive crosssector evaluations of best practice. Exclusively for the UK
telecommunications and utilities sectors, this paper reveals
the key characteristics that determine success - The Six
Pillars of Customer Excellence. These pillars provide the
universal principles that great brands weave into every part
of their experience. With similarities in operating models,
both the telecommunications and utilities sectors face a
number of common challenges in customer experience. Adopting
external best practice and challenging industry norms is essential for any
brand genuinely seeking to differentiate on the customer.
Making Mobile Better for Customers
Danny Dixon, Director of Customer Strategy, Three
Three’s Director of Customer Strategy, Danny Dixon, will set
out how the mobile operator is putting the customer at the
heart of its business and how this influences everything
from Three’s network strategy to its approach to pricing and
customer care.
How Did They do That?
Sue Forgie, Territory Manager, Interactive Intelligence
Customer delight, reducing Customer Complaints, unhappy customer
broadcasts going viral through social media… are all hot topics in the
Telco and Utility industry. If we keep doing the same thing over and over
again can we really expect a different result? Sue Forgie takes a fresh
approach and discusses some exciting ideas that are practical, realistic
I S S U E S O V E N T E E N • • A N O IV E 2 0 1 4 2 0 1 4
F HT