Branimir Spajić

Business Development Manager Risk & Fraud division
Director Customer Experience Management, HRVATSKI TELEKOM
Hrvatski Telekom

The future is here: How is cutting-edge technology revolutionising Customer Experience?

[Day 1 (June 6, 2023)]
10:25 – 10:45
Theme: The future is here: How is cutting- edge technology revolutionising Customer Experience?


Technologies continue to evolve at a fast pace and it is likely that the role of Artificial Intelligence (AI) in Customer Experience management will continue to grow and become even more impactful. AI is rapidly changing the way we interact with our customers. With its ability to analyse large sets of data, as well as offer personalised insights and recommendations, it has become an essential tool providing a unique view of Customer Experience drivers by combining the most modern technologies – e.g. fuzzy logic, real-time profiling and machine learning.
Learn more about how to start the mission of building the digital decision-making platform to achieve business objectives – personalisation, insights difficult to detect using standard models, improve services with predictive analytics and increase efficiency by automating routine tasks.


Branimir Spajić is Customer Experience Management Director of the Croatian Telecom Group (Hrvatski Telekom) and a Member of the ETIS Management Board. He is an experienced multidiscipline professional with a proven track record in Customer Experience and operations management for more than 10 years. Prior to being a Customer Experience Management Director, he managed large-scale change and transformational programmes in business operations.