Summary Agenda

08.30

Registration and Refreshments

09.00

Chair’s Opening Remarks

Dominic Muldoon, European Sales Manager, Xtract 

09.10

Creating the winning formula in corporate business

Sezin Mizrakli Güven, Corporate Marketing Manager, Loyalty & Churn Management, Turkcell 

09.50

Increasing customer value through convenient top-up services

Irina Yakubova, Products and Segments Manager – Marketing, Geocell
Mehmet Iyimen, Vice President – International Business Development, Simbrella 

10.30

Understanding how to develop effective segmentation strategies that can be used to build successful loyalty campaigns

Ivan Karlovic, Data Mining Specialist, CRM Department, Telenor Serbia 

11.10

Morning Refreshments 

11.40

Identifying when and how to target different customer segments with tailored campaigns in order to optimise customer retention and your ROI

Paulo Damião, Customer Loyalty for Mobile Voice, TMN

12.20

Leveraging social intelligence to ensure a positive revenue impact on retention activities

Mika Lindholm, CEO, Xtract 

12.50

Networking Lunch

14.00

Assessing Slovak Telekom’s fixed-line retention and win-back strategies

Giacomo Tognoni, Head of Product Management Department, Slovak Telekom

14.40

Standing out from the crowd - driving better loyalty with key individual customers

Dr Alastair Hanlon, Global Director Telecommunications, Convergys

15.10

Real-time loyalty and profiling - unlocking revenues from the prepaid goldmine

Chris Lennartz, Vice President of Product Marketing, Airwide Solutions

15.30

Afternoon Tea

15.50

Best Practice Exchange: Learn how to identify your most valuable customers and develop targeted strategies to enhance their loyalty

Each speaker will present their experiences and lessons learnt before opening up the discussion to the audience:
Géza Tarcali, Director, Products & Customer Management Department, Telenor Hungary
Graham Webster, Director, Customer Experience, Telefónica S. A. & Telefónica Europe
Laima Valiukonyté, Head of Business Segment Unit, TEO

17.40

Chair’s Closing Remarks

17.50

End of Conference Day One

08.30

Registration and Refreshments

09.00

Chair’s Opening Remarks

Mika Lindholm, CEO, Xtract

09.10

Identifying and evaluating different loyalty strategies that have been deployed around the world

Ran Shaul, Co-Founder & EVP Solutions, Pursway

09.40

Understanding how T-Mobile Czech Republic transformed customer data and information into actionable business intelligence in order to optimise customer retention and their ROI

Radim Sedlář, Customer Insights Specialist, T-Mobile Czech Republic

10.20

Developing real time promotions to tackle churn

Alexandre Chaminadas, Product Line Manager Retention, eServGlobal

10.50

Morning Refreshments

11.20

Learning how Vodafone Turkey implemented customer lifecycle management and developed targeted strategies to ensure customer stickiness

Ebru Umut Deniz, Customer Value Management Professional, Vodafone Turkey

12.00

Determining how to build an effective churn prediction model to optimise the customer lifetime value

Dr. Christian Tausend, Head of Customer Lifecycle Management & Churn, Kabel Deutschland
Joseph Lichtenberger, Director Business Performance Management, Kabel Deustchland

12.40

Understanding how to build and deploy an effective permission-based mobile marketing strategy 

Romina Stroeymeyte, Mobile Marketing Services Director, Gemalto

13.10

Lunch

14.10

Optimising CRM and churn management processes to strengthen the relationship with your customer base

Christian Asperger, Head of CRM, Telekom Austria

14.50

Establishing how to successfully manage customer service challenges to foster loyalty

Jens Kannler, Head of Customer Service Strategy, Deutsche Telekom

15.30

Building a differentiated customer service/customer experience proposition and leveraging it as a tool to increase customer loyalty & Reduce churn

Odunayo Sanya, Senior Manager, Business Planning & Customer Management, MTN Nigeria

16.10

Chair’s Closing Remarks

16.20

End of Conference