Pre-Conference Masterclasses

Churn As A Social Phenomenon

Led by
Xtract

Registration and morning coffee will begin at 09:30 and the morning masterclass will run from 10:00 to 12:40 with a break for refreshments.

Customer retention is the key to European operators’ continued growth and profitability. Churn prevention has been a focus area for a long time already, and many operators are using analytics for churn modelling as a basis for their marketing actions. Lately, new advances have been made in looking at churn as a social phenomenon. The results of this research shine new light on many of the “truths” about churn. There are new opportunities with real business benefits for operators in this area.
This masterclass for operators reveals key learnings about the social aspect of churn, with a focus on the European market. The approach is to look at the topics from an analytics, marketing and business goal perspective.
Participants will learn about the latest advances in utilizing social aspects in churn analysis.

About Xtract:
Xtract is the leading provider of Social Intelligence based analytic solutions and services to mobile operators. Its tools analyse the wealth of customer profile and service usage data to predict the propensity of subscribers and those in their social network to either churn or increase spend, and influence others to do likewise. Consumer behaviour is analysed on a far deeper level than by using historical data alone, also gaining insight into, and understanding how, customers communicate with each other, and who are the most influential in the network.

12:40 - 14:00 Lunch

Learning How An Employee Engagement Strategy Enhances Customer Loyalty

Led by
Alexander Lehrmann
Director Customer Loyalty, Sales and Orange Care Europe & Egypt
Orange Communications

The afternoon masterclass will run from 14:00 to 16:00 with a break for afternoon refreshments

Understand why and how Orange are focusing on employee engagement as a means to optimise the loyalty of their customers.  Examinine the challenges, the opportunities and the results that they have seen and establish how you can use this information to develop your own employee engagement strategy within your business.