SESSION MODERATORS: 

Enda Doyle, UK & Ireland Technology and Telecom Consulting Lead, EY 
Erik Meijer, Senior Vice President Europe and Global Customer Specialist, Mach49 

INTERVIEW: Shifting to a value driven scalable agile organization 

• Understanding why leadership is critical to shifting the company culture and mindset  
• What does a people-centric culture entail and how will it change the organization? 
• Examining how to best implement your cultural change initiatives 
• How do attitudes and behaviors need to change to successfully foster a digital mindset? 

Interviewer: Erik Meijer, Senior Vice President Europe and Global Customer Specialist, Mach49 
Ulrich Irnich, CIO, Vodafone Germany 

INTERVIEW: Transforming into an agile organization to successfully compete and grow  

• Setting clear purpose and direction: ensuring that the organizational transformation is driven by senior management 
• Making sure that the operating model is mature enough to support organizational transformation 
• How to structure the transformation to boost value creation 
• Quantifying gains in terms of innovation, performance, speed and customer centricity 

Interviewer: Erik Meijer, Senior Vice President Europe and Global Customer Specialist, Mach49 
Mark Düsener, Executive Vice President Mobile Network & Services, Swisscom 

CASE STUDY: Using engagement data to increase agility, personalize CX interactions, and increase profitability 

• Identifying new business models and further opportunities to drive growth and profitability 
• Utilizing end-to-end real-time engagement data for personalized CX, optimized decision-making, and enhanced operational efficiency 
• Protecting sensitive information, enabling secure access, while ensuring smooth flow of critical data (in real time and batch) 

Interviewer: Adrian Hillcoat, Country Manager UK, Ab Initio 
Ben Potter, Lead Principal Architect, AT&T   
Campbell McClean, Advisor to Chief Architect, BT Group 

INTERVIEW: Drive agility and innovation for enhancing customer experience

• How digital transformation revolutionized the BSS to improve business agility, customer experience, and operational efficiency
• Reduce complexity with BSS in a multi-vendor environment, using open standard frameworks including TM Forum Open APIs
• The best route to achieve improvements such as > 95% time-to-market improvement, 75% improved response time, and 30% increase in Internal Net Promoter Score

Interviewer: Lucky La Riccia, Head of Cloud Software & Services, Middle East & Africa, Ericsson
Anas Alsenaidy, Customer Management & Digital Applications Director, Commercial Unit Enablement, STC