Conference Description:

In an industry where competition is fierce, customer experience may be the only differentiator for a customer to stay or leave. Building a CX strategy that will drive profit, reduce churn and wow the customer is difficult with the ever changing and increasing demands of the customer.

Your customers want things their way, whether that's a face-to-face conversation in store or a tweet about a query on their phone bill. This makes things tricky.
Join our invitation-only meeting for the most senior CX executives in the telecommunications sector across Europe and discover how to overcome your biggest CX challenges:
• Stay Ahead of the CX Curve: Learn how BT Group are preparing for the next top CX challenge and to evolve with their customer’s needs
• Build Insight-led Customer Service Designs: Hear what Virgin Media are doing to harness analytics for a winning customer experience
• Link Your Employee Experience and Customer Experience: Discover how Zen Internet are educating and inspiring colleagues provide the right tools for a seamless CX
• Understand the Role of New Technology in Evolving the Customer Experience: Listen to what Liberty Global are doing to prepare for AI and VR and how to incorporate them into customer-led strategies
• Design and Innovate Using Your Greatest Asset – The Customer: Hear how KPN are designing future CX strategies incorporating customers at each and every step of the way

Speakers already include:
• Phil Eayers, Chief Customer Officer, TalkTalk
• Varge Lahiry, Head of B2B Digital, EE
• Libby Barr, Managing Director and Consumer Customer Care, BT Group
• Richard Shenton, Head of Customer Experience Strategy, Virgin Media Business
• Andrew Frayatt, Managing Director, Small Business and Residential, Zen Internet
• Eric Vercouteren, EVP Customer Experience, VPN
• Mila Milenkovic, Head of Digital Innovation and Applications, Telekom Serbia
• Letterio Pirrone, Director of Customer Relations, EUTELSAT
• Rhona Bradshaw, VP Customer Experience Transformation, Liberty Global
• Marguerite Brennan, Director of Customer Operations Support, Eir
• Rim Dourai, Director Customer Experience, Du
• Mark Geere, Principle CEM Consultancy, Huawei GTS


“A unique experience! Had the opportunity to meet and discuss with professionals system solutions that will supports operations. Most importantly had the opportunity to discuss practices and ideas that have been designed to offer great customer experience.” Chief Customer Service Officer, Primetel
Further information about the speakers, agenda and attending as a delegate or a solution provider can be found at

Tel: +44 207 368 9484
Email: [email protected]
Visit: https://cxexchangetelecoms.iqpc.co.uk/