1. North America’s most established CEM gathering for Canadian and US carriers
Discover how to break down silos to deliver a consistently
positive experience for customers across all channels and
touch points
MAIN CONFERENCE:
October21-22,2015
WORKSHOP DAY:
October20,2015
VENUE:
Atlanta,Georgia,USA
Michael Berger
VP Customer Experience
Project & Process Delivery
Bell
Nancy Fratzke
VP Customer Care Centers
US Cellular
Ron Rout
VP Customer Operations
Allstream
Carol Fink,
Director, Executive
Relations
Verizon
Armand Barone
Director Customer
Experience
Cox
John Morello
VP Quality and Operations
Experience
Cablevision
David Garcia
Director Service Strategy
Telus
Diane Magers
Sr Executive – Office of
the Customer
AT&T
“It’sgreattolearnbestpractices
fromyourcolleaguesintheUSand
aroundtheworld. Ialwayslook
forwardtoCustomerExperience
conferencesandamabletotake
relevantideasbacktomylocal
group.”
- Process Improvement Leader, Cox
Communications
To register visit www.cemintelecoms.com
Featuring pioneering carrier case studies & INSIGHTS from:
5 REASONS THIS IS A MUST ATTEND EVENT:
v Hear from AT&T how to become a “CEM Sherpa” and embed
customer-centricity into the DNA of your organization
v Discuss with Allstream and Telus how to make the internal
shift from reactive to proactive CEM to deliver consistently
positive experiences
v Learn top tips for effective contact center customer
care from U.S. Cellular and Suddenlink to increase
efficiencies and customer satisfaction
v Find out from Cricket Wireless how to develop user-friendly
online sales and service channels to reduce costs and drive
new revenues
v Deep-dive into the best way to measure the customer
experience with Cox Communications
Sponsored by:
Telecoms IQ
professional network
@TelecomsForum Telecoms IQ
professional network
@TelecomsForum

2. To register visit www.cemintelecoms.com
Dear Delegate,
Like you, at Telecoms IQ we’re not happy that telco and cable companies still seem to be at
the bottom of the heap when it comes to customer satisfaction. Fortunately, together we
can change this perception!
Join us in Atlanta later this year for the 5th annual CEM in Telecoms North America
Summit, and discover the secrets of customer experience success from your peers across
the region.
Make the most of 3 days of interactive sessions, networking and case studies, and don’t
miss the chance to:
• Hear how U.S. Cellular proactively resolve customer issues to build trust in their brand
• Discover how Verizon gain buy-in and commitment from all levels of their business for
their customer experience strategies
• Discuss with Bell how to reinvent the billing experience for customers to reduce
complaints and customer confusion
And so much more!
Plus, reserve a spot on the interactive pre-conference interactive workshop day to gain
hands-on, practical advice on how to map the customer journey to identify common pain
points and areas of improvement, and determine how to engage your workforce to ensure
these improvements are acted on.
Reserving your space is easy, just…
Email: enquire@telecomsiq.com
Book online: www.cemintelecoms.com
Call – +44 (0) 20 7368 9300
On behalf of the entire Customer Experience in Telecoms events team, I look forward to
welcoming you to Atlanta in October!
Best wishes,
Zoe Amos
Director - CEM in Telecoms Global Series
Telecoms IQ
Meet your CEM in Telecoms
Global Advisory Board
P.S. Can’t wait until October?
Check out the online
Resource Centre, whereyou can find complimentarywhitepapers, interviews andadditional learning resources!
Franz Weisenburger
SVP Customer
Experience Design
Deutsche Telekom
Heinz Honemann
Senior Customer
Experience Consultant
Accenture
Roman Nedielka
Director Group
Customer Experience
Etisalat
Rod Coleman
European Director
of Customer
Experience
Liberty Global
Radu Ciocan
Group Director
Customer Experience
Ooredoo
Lynne Holmgren
Global Head of Customer
Strategy & Operations
Millicom
CEMinTelecomsEurope
Vienna,Austria,September2015
CEMinTelecomsNorthAmerica
Atlanta,USA,October2015
CEMinTelecomsGlobalSummit
London,UK,January2016
CEMinTelecomsLatinAmerica
RiodeJaneiro,Brazil,March2016
CEMinTelecomsNordics
Stockholm,Sweden,April2016
CEMinTelecomsAfrica
DaresSalaam,Tanzania,May2016
CEMinTelecomsB2B
London,UK,July2016
This event is part of the CEM in Telecoms Global Series
With nearly 100 years of telecoms
and CEM experience behind them,
these experts help to shape the format
and content of each conference, and
ensure the hottest industry trends are
addressed.
Board members include:

3. To register visit www.cemintelecoms.com
12:30 Registration and Coffee
13:00 Workshop A
Discover how to inspire employee happiness and engagement to build a customer focused culture
and wow your customers
To engage your customers, you must first engage your employees. In this interactive workshop, you will:
• Establish how to secure company-wide buy-in to your customer experience strategy
• Determine how to empower employees to deliver an optimal customer experience and develop a
customer-centric mind set
• Examine how to identify the root causes of employee motivation gaps in order to improve team
performance and ultimately the customer experience
• Discover how to sustain commitment to your customer experience strategy even in financially difficult times
Tequea Batson-Diaz, Director, Visible Dreams
Tequea Batson-Diaz assists professionals and organizations in building plans that move motivated minds
to magnificent results. Tequea designs coaching plans based on the needs of the individual or organization
she is coaching helping them identify their gaps, overcome performance barriers, and build ways to
create buy in. Most recently working with Sprint, her other clients have included NICE Systems, First Bank,
Direct TV, Cablevision, and Mobile RF Solutions as well as individual leaders in various industries and
organizations.
15:00 Afternoon Refreshment Break
Pre-Conference WorkshopS Tuesday October 20 2015
15:30 Workshop B
Understand how to effectively map the customer journey to uncover opportunities for improving
the customer experience
Customer Journey maps are a tool for understanding and visualizing how customers interact with
organizations across channels and touch points at each state of their lifecycle. In this interactive workshop
you will
• Discover how to use different types of journey mapping to uncover opportunities in our customer’s
experience
• Gain insight into how journey mapping reveals customer needs, emotions, and experiences
• Learn how to use customer journey maps to design optimal experiences and achieve measurable
outcomes such as increased retention, increased acquisition and increased customer value.
Workshop leader: Melissa Harris, CEO, Telecom Training Corporation

4. To register visit www.cemintelecoms.com
Interactive
session
Interactive
session
Interactive
session
CASE
STUDY
CASE
STUDY
08:30 Registration and Coffee
09:00 Welcome Address
Zoe Amos, Director - CEM in Telecoms Global Series,
Telecoms IQ
09:05 Opening Remarks from the Chair
Melissa Harris, Founder & CEO, Telecom Training
Corporation
09:15 Speed Networking Session
Form those initial relationships early - take a few
minutes in the spotlight to introduce yourself to
your peers, whilst competing for the title of ‘Best
Networker’ and a prize!
09:30 Hear from AT&T how to become a CEM Sherpa
and lead your colleagues down the path of
customer-centricity!
• Establishing the steps AT&T are taking to ensure
they continue moving along the CEM maturity
model
o Mapping the customer journey to identify and
resolve common pain points
o Listening to the Voice of the Customer
• Determining how AT&T pilot their new CEM
initiatives to test market reaction, and ensure
smooth company-wide rollouts that all areas of the
business can engage with
• Learning how AT&T have built a cross-functional
senior management team full of CEM Sherpas, to
align the priorities of each department and keep
the customer at the heart of all activities
• Identifying how you too can become a CEM
Sherpa, and keep the customer front-of-mind
across all areas of your business
Diane Magers, Customer Experience Executive, AT&T
and Founding Member, CXPA
10:10 Interactive Panel Discussion: How can you
effectively measure the customer experience?
• What quantitative and qualitative methods can you
use to measure the customer experience?
• When and how often should you measure the
customer experience to get an accurate reflection
of customer needs?
• Is NPS the most effective measure of the customer
experience or are other metrics better?
• How can you effectively respond to and take
action as a result of your customer feedback and
customer experience measurements?
Diane Magers, Customer Experience Executive, AT&T
and Founding Member, CXPA
Armand Barone, Director Customer Experience, Cox
Communications
10:50 Session led by Alcatel-Lucent
11:10 Morning Networking Refreshments
11:40 Interactive Discussion Session: Customer
Experience Metrics and KPIs – Beyond NPS
The primary goals of an enhanced customer
experience for telecoms carriers are simple:
• Increased customer acquisition
• Reduced churn
• Increased operational efficiency
In your tables, you will have 20 minutes to discuss the
key metrics you can use to measure your progress
towards each of these three goals. At the end of
the session, present your top KPIs back to the rest
of the room, and hand in your notes to the registration
desk to receive a summary of each group’s discussion
post-event
12:20 Hear how U.S. Cellular proactively resolve
customer issues to build trust in their brand
• Establishing how U.S. Cellular position their brand
to appeal to a specific set of customers
• Learning why and how U.S. Cellular lost the trust of
their customer base back in 2013
• Identifying how U.S. Cellular empower their call
center agents to proactively resolve customer
issues to rebuild consumer trust
o Developing training workshops to build
confidence and generate new ideas
o Moving from paper to practice to ensure these
ideas are actioned
• Discussing the initial results of this new approach
to call center training on customer satisfaction and
trust, and the next steps for U.S. Cellular to ensure
consistent customer satisfaction and loyalty
Nancy Fratzke, VP Customer Care Centers, U.S.
Cellular
Conference Day One Wednesday October 21 2015
“The ability to network was very
valuable. There were lots of great
learnings from the different carriers
and people were really open to share
learnings and best practices”
Customer Experience Leader, Eastlink
Canada

5. To register visit www.cemintelecoms.com
13:00 Discover how to deliver an effortless telecom
customer experience to achieve higher
customer loyalty
In today’s increasingly complex service context
where customers have access to more information
and where social media allows for the rapid
dissemination of failures, carriers need to
explore new methods to drive a competitive
edge in Customer Experience in order to drive Loyalty
and Wallet Share decisions. By tapping into the latest
Customer Experience research as well as evidence-
based research on driving Human Performance
outcomes, this session will explore:
• Proven methods to drive Customer Loyalty by
redesigning processes in order to reduce
Customer Effort while aligning internal processes
through an “Outside-In” Customer journey
• Approaches to align your team members to your
desired customer outcomes to deliver a more
consistent effortless experience
• Methods anchored in the latest research in
Neuroscience and Psychology that deliver
significant results in the short-term by tapping
into the discretionary effort of your team members
Eric Michrowski, Chief Operating Officer, Sentis
13:20 Networking Lunch
14:20 Discover how Verizon gain executive and
company-wide buy-in for their CEM strategies
So, you’ve finally reached C-Suite approval and budget
for your CEM program….. Now what?
In this presentation, Carol will share Verizon’s roller-
coaster ride through their sea of executive
stakeholders to ensure that their CEM program
had continued support at all levels across the
corporation.
Hear about everyone from Fearful Freddy, Harry
the Data Hog, to Left behind Louie, and how
Verizon were able to win them over to become
long term advocates of their customer experience
strategy
Carol Fink, Director Executive Relations, Verizon
15:00 Interactive Panel Discussion: How can you
reinvent the billing experience for customers?
• How can you present customer invoices in a clear
and simple way?
• How can you ensure consistency of
communications across multiple channels, and
ensure customers understand exactly what they
are paying for?
• How can you encourage your customers to
use e-bills to reduce costs whilst enhancing the
customer experience?
• How can you overcome the challenges provided
by disparate legacy billing systems to ensure a
seamless billing process?
Panelists include
Michael Berger, Vice President - Customer
Experience, Project and Process Delivery, Bell
15:40 Interactive Discussion Groups: Your CEM
questions answered
To wrap up the day, delegates will break out into
sessions focused on their most pressing current
challenge, and ensure their problems get solved by
both the expert group leaders and their peers on the
floor in an informal and intimate setting.
Topics of discussion will include:
• Leveraging the Voice of the Customer to drive
engagement and revenues
• Maximizing the ROI of your digital and social
channels
• Optimizing the customer experience using Big Data
• Bridging the technical-commercial gap to deliver
an excellent network experience
And many more!
16:50 Closing Remarks from the Chair
Melissa Harris, Founder & CEO, Telecom Training
Corporation
17:00 End of Conference Day One, and
Networking Drinks Reception
Interactive
session
Interactive
session
CASE
STUDY
Conference Day One Wednesday October 21 2015
By Invitation Only
Telecoms IQ will be inviting 10 of our most senior members working in the customer experience space to discuss the issues hot
on their agenda, in a private and informal 90-minute CEM Leaders Brainstorming session during the afternoon of Conference
Day One.
With an agenda set by you, and no Powerpoint slides to disturb the flow, this is your chance to participate in an open debate,
and ensure your contributions remain top secret!

6. To register visit www.cemintelecoms.comTo register visit www.cemintelecoms.com
08:30 Registration and Coffee
09:00 Opening Remarks from the Chair
09:10 Discover how TM Forum’s members are advancing
CEM concepts and best practices by collaborating
with companies from across the digital ecosystem
• Identify some of the best practices produced by
TM Forum members, including a maturity model,
a lifecycle model, a suite of over 550 metrics
mapped to every stage of the lifecycle model, an
omnichannel guidebook, an ROI calculator,
innovations in 360 degree view of the customer,
30+ data analytics use cases and much more
• Hear key findings from newly-released CEM
research carried out with TM Forum’s members,
hot off the press!
• Gain insight into the future vision of CEM
according to TM Forum members, in particular
the impact on the customer with the Internet of
Things, Digital Health, Smart Cities and Data
Monetization
Rebecca Sendoval, Senior Director Big Data Analytics
and Customer Experience, TM Forum
09:50 Discover how Cablevision are taking an insight-
driven approach to customer process
improvement
• Determining how Cablevision capture and use
both NPS and verbatim feedback to understand
customer pain points and identify areas of
improvement
• Learning how Cablevision are leveraging this
insight to enhance the quality of service they
provide their customers
o Incorporating feedback into contact center
training
o Empowering field service agents to go ‘above
and beyond’ and really wow their customers
• Establishing the impacts of this insight-driven
approach on public perception of the
Cablevision brand, and identifying the next steps
for Cablevision on their process improvement
journey
John Morello, Vice President Quality and Operations
Experience, Cablevision
10:30 Interactive Panel Discussion: How can you
move from being reactive to proactive in
your approach to CEM?
• How can you increase cross-functional
collaboration to become more proactive?
• Which channels can you leverage to serve your
customers more proactively, and how can you
maximize the efficiency of these?
• How can you monitor customer satisfaction and
pre-empt customer queries and complaints?
• To what extent should you proactively notify
customers of network issues?
Panelists include:
Ron Rout, VP Customer Operations, Allstream
John Walburn, VP Customer Service, Fidelity
Communications
David Garcia, Director Service Strategy, Telus
11:10 Morning Networking Refreshments
11:40 Learn how Fidelity Communications work
cross-functionally to deliver a seamless
experience for customers
• Determining how Fidelity ensure each department
within their business understands the impact of
their activities on the customer
o What are the drivers of calls into the contact
center?
• Exploring how Fidelity have increased cross-
functional communication to ensure alignment
of priorities and proactive identification of potential
customer issues
• Examining the result of this new collaborative
approach on customer satisfaction, costs and
revenue
John Walburn, VP Customer Service, Fidelity
Communications
12:20 Session Led by Spatialbuzz
13:00 Networking Lunch
13:50 Determine how Cricket Wireless developed a
customer-centric online presence
• Discussing how Cricket are developing their
digital platforms to ensure the core needs of
their customers are catered for
o Product information and support
o Self-service portals
o Purchasing options
• Establishing how Cricket leverage customer
feedback to ensure their online channels are
simple and user-friendly
• Learning how Cricket are enhancing their analytics
and workflow management capabilities to ensure a
consistently positive experience for customers in
the long term
Darrell Franklin, Director Digital Experience, Cricket
Wireless
14:30 Final Interactive Discussion – Committing to CEM
Excellence
As the conference draws to a close, it is time for
everyone to reflect on their key learnings and
takeaways. In this interactive session, delegates will
split into groups based on their job function. Each
group will have 20 minutes to discuss the impacts
of their role on the customer experience, and then
feed back to the rest of the room the “Top Ten”
things they can do in their roles to enhance the
customer experience. These documents will be
circulated post-event so you can take back some clear
strategies for your colleagues.
15:00 Closing Remarks from the Chair
15:15 End of Conference
Interactive
session
CASE
STUDY
CASE
STUDY
Conference Day TWO THURSDAY October 22 2015
CASE
STUDY
Interactive
session

7. To register visit www.cemintelecoms.comTo register visit www.cemintelecoms.com
Sponsored by:
Delivering quality content and events to
enhance your knowledge and strengthen
your networks, Telecoms IQ is dedicated to
providing practical, detailed information through conferences held at both
the national and international level. By providing accurate, objective and up-
to-date developments and trends in various industry segments, Telecoms
IQ enables organizations to remain competitive and profitable. Telecoms
IQ recognizes the value of face-to-face forums, and strives to make each
conference a valuable learning experience, allowing our attendees to
receive a maximum return on investment. Current areas of practice include
customer management, digital transformation, data analytics and service
development. Become a member here: www.telecomsiq.com
FORUM PARTNER
MEDIA PARTNERS
ABOUT TELECOMS IQ
JOIN OUR
NETWORK
“The conference circuit gets busier every year; but having invested in a
numberoftelecomsconferencesovertheyearsIfindTelecomsIQtobeoneof
the most consistent in terms of creating a compelling agenda and attracting
the right level of delegates. For us, as a sponsor, these are critical in our ability
to generate a positive ROI.”
VP Marketing, WDS, A Xerox Company
“The CEM event was a great intimate event with interactive panels, a good
level of participants from different companies in the Telecoms sector, and lots
of networking time to find and connect with the right people.”
Regional Marketing Coordinator, Latin America, Clarabridge
Telecoms IQ
professional network
@TelecomsForum Telecoms IQ
professional network
@TelecomsForum

8. Reasons you should sponsor Customer Experience in
Telecoms North American Summit to improve your business:
 Generate new qualified leads - Access motivated, authorized buyers at the point where
they are making purchasing decisions to further their strategies
 Demonstrate thought leadership - Take center stage in front of a captive and targeted
audience and demonstrate your expertise and market knowledge
 Network with key decision makers and influencers - Gain face to face meetings with
existing and potential clients
 Position your company brand front of mind - Be the name that all operators think of when
selecting vendors
 Stand out from vendor delegates - Stand out on an elevated platform with a heightened
presence.
 Be seen as ‘front of mind’ - Be the ‘go to’ first company through maximum recognition at
the event.
 Gain competitive advantage - Have direct influence on selection criteria
For more information and to discuss the right opportunity, contact
Mark Lee or Michael Leach, Commercial Directors on +44 (0)20 7368 9300 or
sponsorship@iqpc.co.uk
Our Promise to You
Over the past five years, Telecoms IQ’s event portfolio has consistently delivered the highest quality of information
sharing and networking opportunities at carefully focused operator-led conferences. We combine structured
networking with in-depth case studies and interactive sessions that ensure each attendee leaves with a stack of
business cards ready to drive their business forward.
Each of our events covers the most pressing questions our customers want answered, and Customer Experience
Management in Telecoms North America is no different. With operators desperate to deliver a best-in-class
customer experience to remain competitive in this saturated market, this is the place to interact with the most
senior leaders in this field.
Take advantage of the only event of its kind and meet experts from across the North American region as they seek
solution providers who can help them deliver a seamless and personalised experience for each of their customers.
To register visit www.cemintelecoms.com
USA 60%
Canada 25%
Central America & Caribbean 10%
Other 5%
GEOGRAPHICAL SPLITWho will you meet at CEM in
Telecoms NORTH AMERICA?
• Customer Experience
• Customer Service
• CRM
• Customer Care
• Digital Experience
• Marketing
• Customer Base Management
• Customer Retention
• Customer Strategy
• Customer Insight

9. 5 Ways to Register
phone:
+44 207 368 9300
Fax:
+44 207 368 9301
Post:
IQPC Ltd. 129 Wilton Road,
London, SW1V 1JZ, UK
Email:
enquire@telecomsiq.com
WEB:
www.cemintelecoms.com
IQPC recognises the value of learning in teams.
Groups of 3 or more booking at the same time from
the same company receive a 10% discount, 5 or more
receive a 15% discount, 7 receive a 20% discount. Only
one discount available per person.
Team Discounts*
(Please quote 20922.006 with remittance advice)
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number: 20922.006
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* To qualify for discounts, payment must be received with booking by the registration deadline. Early booking
discounts are not valid in conjunction with any other offer.
**Please select your choice of workshop: A B
Payment Method
To claim a variety of articles, podcasts and other free
resources please visit www.cemintelecoms.com/US
Free Online Resources
Travel and accommodation is not included in the
registration fee. For updates on the venue and
accommodation information, please visit:
www.cemintelecoms.com
VENUE & ACCOMMODATION
Delegate Details - Simply complete this form and Click submit
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not been received. IQPC Cancellation, Postponement and Substitution Policy:
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Pass includes
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(October 21, 2015 & October 22, 2015)
 
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 
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Start knowledge
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MAIN CONFERENCE:
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WORKSHOP DAY:
20thOctober2015
VENUE:
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