Digital Sales and Customer Experience Working Group Meeting

Location: Steigenberger Hotel (am Kanzleramt), Berlin, Germany, 6-7 June 2023  >>  MEETING ROOM: Salon 5, Saal A (session VI)
ETIS Central Office contact:  Ruxandra Cioban/ rc@etis.org / (+32) 470 66 52 94

Access the presentation SLIDES (password-protected) via these 2 buttons:

Day 1
June 06, 2023
Day 2
June 07, 2023
08:00 - 09:00%networking%%networking-list-item%
Day 1%common%
Common Session
Meeting Room: TBD - Participants from all ETIS working group invited to attend
09:00 - 09:10%common%%common-list-item%
ETIS Chairman intro
Paul Slot,
Executive Vice President, Network,
Mobile and IT Infrastructure, KPN
09:10 – 09:25%common%%common-list-item%
Keynote 1: A new model of growth in telecoms: how to ‘think different’ and succeed in practice
Andrew Collinson,
EVP and Chief Research Officer,
STL Partners
09:25 – 09:40%common%%common-list-item%
Keynote 2: Metaverse: How will it impact the telco business?
Gabriel Mohr,
Principal, Arthur D. Little
09:40 – 09:55%common%%common-list-item%
Keynote 3: Why Sustainability for telcos is a matter for all
Catherine Bals,
Sustainability Department Lead,
09:55 – 10:10%common%%common-list-item%
Keynote 4: Sustainability and Energy Reduction in telecoms – What has worked and biggest challenges so far
Roman Friedrich
Managing Director & Partner, BCG
10:10 – 10:25%common%%common-list-item%
Keynote 5: The future is here: How is cutting- edge technology revolutionising Customer Experience?
Branimir Spajić, Director Customer Experience Management, Hrvatski Telekom
Ana Miranda, Business Development Manager, Risk & Fraud division, INFORM
10:25 – 10:40%common%%common-list-item%
Keynote 6: Secure automated efficient edge deployment at scale
Dominique Vanhamme, GM, WW Communication Service Providers Business Unit, Lenovo & Intel®s
10:45 – 11:00%common%%common-list-item%
Roundtable discussion, Q&A
All panellists
10:45 – 11:00%common%%common-list-item%
Keynote 6: Secure automated efficient edge deployment at scale
Dominique Vanhamme,
GM, WW Communication Service Providers Business Unit,
11:00 – 11:30%networking%%networking-list-item%
Coffee Break
Day 1 & 2%wg%
Day 1%wg%
Session I: Company Updates
11:30 – 13:00%wg%%wg-list-item%
Introductions, projects, challenges, recent successes and future plans
In this informal roundtable discussion, telcos will introduce themselves share company updates
13:00 – 14:00%networking%%networking-list-item%
Day 1%wg%
Session II: App Development
14:00 – 15:30%wg%%wg-list-item%
Session II.A: DEMO: What are key or new functionalities in "My app”? What is the future vision?
Each telco will showcase a demo highlighting selected new or key functionalities of their app
15:30 – 16:00%networking%%networking-list-item%
Coffee Break
16:00 – 16:20%wg%%wg-list-item%
Telco Mobile App & Digital Channels co-existence
Petra Ravic, Telecom Growth Expert at Infobip
16:20 – 17:30%wg%%wg-list-item%
Open discussion on app development and wrap up of the day
18:15 – 20:30%networking%%networking-list-item%
Guided sightseeing tour of the city, from the Steigenberger hotel to the Restaurant
20:30 – Not specified%networking%%networking-list-item%
Dinner – Gendarmerie Hauptstadtrestaurant
Behrenstrasse 42, 10117 Berlin – Phone: +49 (0)30 – 767 75 270
For Day 2 scroll to top
Day 2%wg%
Session III: Personalisation
We will discuss the use of customer data in order to provide personalized recommendations and services to individual customer, aiming to help increase customer engagement and loyalty, improve customer satisfaction, and drive revenue growth.
09:00 – 09:15%wg%%wg-list-item%
Personalisation at TET
Liene Birze-Andersone, E-commerce Business Development Expert at Tet Latvia
09:15 – 09:30%wg%%wg-list-item%
Trigger Based Hyper Personalization Programme
Adrian Wuethrich, Product Manager for My Swisscom App & Web at Swisscom
09:30 – 09:45%wg%%wg-list-item%
Next best action & offer
Bart De Ruysscher, E-commerce Business Development Expert at Proximus
09:45 – 10:30%wg%%wg-list-item%
Roundtable discussion
10:30 – 11:00%networking%%networking-list-item%
Coffee Break
Day 2%joint%
Session IV: Metaverse (Saal A + B)
*JOINT SESSION* with the Digital Telco Strategy Forum
11:00 – 11:15%joint%%joint-list-item%
Presentation: The Metaverse Experiment (Joint session with DTSF and DCB in Saal A)
Oliver Stein, Senior Experience Designer at Swisscom
11:15 - 11:45%joint%%joint-list-item%
Opportunities for telcos in the Metaverse (Joint session with DTSF and DCB in Saal A)
Gabriel Mohr, Principal, Arthur D. Little
Day 2%wg%
Session V: What is the role of assisted touchpoints in a digital world? (Salon 5)
11:45 - 12:30%wg%%wg-list-item%
Tactics and strategies to promote digital transformation
Mini-workshop or open discussion - guiding questions are available in the pdf agenda
12:30 – 13:30%networking%%networking-list-item%
Day 2%wg%
Session VI: Increasing online sales and conversions
This session will focus on optimizing the sales flow and reducing dropouts by identifying the points where customers are most likely to abandon the process
13:30 - 13:45%wg%%wg-list-item%
Increasing online sales and conversions with GO PLC
Cherise Bugeja, Online Advertising & Analytics Specialist at GO PLC, Malta
13:45 - 14:00%wg%%wg-list-item%
Details matter: generating mobile subscription sales leads
Arta Kudlane, Customer Experience manager at LMT Latvia
14:00 - 14:15%wg%%wg-list-item%
Online sales challenge at Proximus
Alexandre Rion, Growth Manager Lead at Proximus
14:15 - 14:30%wg%%wg-list-item%
Open discussion
Day 2%wg%
An open session dedicated to shorter topics and topics that are coming out during the course of the day
14:30 - 14:45%wg%%wg-list-item%
Discussion on Loyalty programs
Bart De Ruysscher, E-commerce Business Development Expert at Proximus
14:45 - 15:30%wg%%wg-list-item%
Topics requests and questions
Workflow for the online environment (how do other parties create pages or flows)
How to push/increase NPS from the digital journey (...)
15:30 - 16:00%wg%%wg-list-item%
Wrap Up and Next Steps
Feedback, impressions, group plans and directions
Farewell Reception for all attendees in the Foyer