Date: Wednesday 10 May 2017
9:00am - 2:00pm
 The Ace Hotel, 100 Shoreditch High St, London E1 6JQ



European Communications’ sixth annual customer experience seminar brings together a range of industry experts to discuss the latest best practice in this key operational area.

The title of the event is "Intelligent Customer Engagement" and we're looking to focus on the importance of telcos using data to improve customer service.

Topics discussed will include what telcos are doing right and wrong, and what they need to focus on over the next 12 months. Speakers will also outline their customer experience strategy, the challenges they face and plans for the future.

This free-to-attend, half-day event is a great chance for operators to learn from leaders in the field and network with executives from across the telecoms industry. You can read more about the speakers and the agenda in the tabs above.

The event takes place at The Ace Hotel, Shoreditch, London, from 9am-1pm followed by a networking lunch on 10 May 2017.

To discuss sponsorship opportunities contact the commercial team on +44 (0) 208 7521601 or +44(0)7590 115805 or email


Intro from the event chair, Marc Smith, who will also share key findings from European Communications’ latest customer experience research

Human telecom – designing a telecom experience for humans
Using examples from his work at Hrvatski Telekom, Luka Baranovic will explain how to bring a human feel and touch into your development of new services and operations.

Building an award winning customer experience
Dan Moross will share the four key ingredients to customer experience at – delightful customer service, excellent employee experience, capturing and curating customer insight, driving change and improvements across the business – with examples of initiatives, best practices and metrics.

Dr Janne Ohtonen, Director of Customer Experience Management, Openet
What size are your feet?
Janne will go through a practical approach to Customer Experience Management and Real-time Data, ensuring your brand can engage with its customers smarter. One size fits no one, so how do you find the right foot for the glass shoe?

Coffee and networking break

Be More Demanding
Harsha Gowda will outline how Colt is investing and innovating to focus on addressing customers’ service priorities, focusing on several strategic areas including developing a complete and accurate view of the customer, improving the digital journey for true collaboration with customers, and streamlining the tools and processes for delivering better service. 

Jo Causon will discuss why, despite improvements, telecoms and media remains the worst performing industry sector in the UK for customer satisfaction and what it needs to do to improve.

Mariana Machado, Accor Hotels, will discuss personalizing the customer relationship
-  Customer Experience:  How can we improve the satisfaction 
-  Customer Knowledge:  Do we really know our customers? 
-  Customer Marketing:  How can we activate them?
-  Customer Performance:  How customer's satisfaction can help us increase the revenue

"Can you hear me?"
Andrew Blake will reflect on the sad truth that most operators prefer not to listen to their customers when they experience a problem with the core product - the network. However, for those operators that are prepared to listen, they can both improve customer satisfaction and improve the network using the power of crowdsourced intelligence.

Networking lunch

End of event


Andrew Blake, CTO, SpatialBuzz

Andrew is SpatialBuzz’s CTO.  His background is steeped in 20 years of software development, product management, innovation and telecommunications.

Andrew loves technology, artificial intelligence, and almost anything that improves customer experience.  With an exceptional eye for detail Andrew can be seen delving into all aspects of SpatialBuzz’s solution although he does have a penchant for the SaaS hosting aspects of the platform.  He is a CTO who likes to get his hands dirty.

Off-duty he can be seen automating his home although his four children and wife ensure that things there are never absolutely in control.


Dr Janne Ohtonen, Director of Customer Experience Management (CEM), Openet

Dr Janne Ohtonen joined us in early 2017 and currently serves our customers and us as a Director of Customer Experience Management (CEM). Before joining Openet, Dr Ohtonen held a number of senior Customer Experience and Engagement management and consulting positions within travel, retail and consulting industries. He has worked with companies such as Apple, Avios, British Airways, British Telecom, and Satmetrix. Dr Ohtonen is a published author and acknowledged thought leader in Customer Experience and Engagement areas.


Harsha Gowda Siddaveere, Vice President of Service Transformation and Strategy, Colt

Harsha Gowda is Vice President of Service Transformation and Strategy at Colt Technology Services. Harsha is currently responsible for delivering world class Customer Experience for Colt customers, leading its customer first programme that will transform the way Colt interacts with its customers and service.

Harsha has over 19 years of experience in the telecommunications industry, specialising in transforming customer experience by providing next generation solutions by integrating Service, Portfolio and Systems offerings in large telcos. Harsha has also designed, developed and led large scale telco enterprise solutions in both Retail and Enterprise sectors, as well as transformed business in both sectors specialising in providing high bandwidth solutions to both Consumers and B2B. Prior to Colt, Harsha held roles at GTE, Verizon, SCOM and BT, spanning Dallas, London, Hong Kong, and India.


Luka Baranovic, Director of Customer Experience Management, Hrvatski Telekom

Luka has been Director of Customer Experience Management at Hrvatski Telekom since July 2015. He is an experienced multidiscipline professional with proven track record in the area of customer experience, service design, business strategy, business transformation, operations management and business development. Luka combines design, technical skills, consulting practices and business management knowledge to tackle most difficult challenges and lead change.


Jo Causon, CEO of the Institute of Customer Service

Jo joined The Institute as its CEO in 2009.  Over the past seven years she has driven membership growth by 150 percent and established the UK Customer Satisfaction Index as the country’s premier indicator of consumer satisfaction, providing organisations with an indicator of the return on their service strategy investment.

Jo brings a wealth of experience from the commercial sector, enabling her to put customer service at the heart of the Boardroom agenda.  She has extensive experience in the financial services sector having recently been appointed as a non-executive director to Aegon UK’s independent governance committee and having previously spent more than 11 years working for organisations such as Aviva plc.  She has also held director roles in brand and business consulting, policy development and research for City and Guilds and the Chartered Management Institute.

Jo focuses on demonstrating a clear link between employee engagement, customer service strategies and organisational performance.  Working across the public, private and voluntary sectors she provides strategic advice to Boardrooms to raise the standards of service provided by UK organisations and to provide evidence of the connection between customer satisfaction and operational efficiency and profitability. 

She has worked with politicians across all sides of the House focusing on the impact that service has on the UK economy and productivity.  As a result she is a regular commentator on national media and has been called to give evidence at the Public Administration Select Committee inquiry into complaints handling.


Marc Smith, Editor, European Communications

Marc is a journalist and editor with over 10 years ’ experience in a wide variety of business sectors. Since helping to re-launch European Communications in 2011, he has specialised in the strategic direction of the telecoms industry, looking at how European telcos need to change if they are to prosper in this challenging yet exciting sector. He also oversees European Communications’ sister title, Mobile Europe.


Dan Moross, Director of Customer Experience,  

Dan Moross is Director of Customer Experience at - an online print provider, making it simple for companies of all sizes to create beautiful, expertly crafted business stationery and promotional materials that’ll help start conversations, open doors and strengthen relationships. Since joining MOO as their first customer service agent, Dan has built a highly engaged team of 50+ support specialists across 3 locations in London and the United States.

Dan's principal responsibility is to ensure customers are delighted with their entire MOO experience - from creating their personalised products online, through to the final package they receive. Armed with the MOO Promise, which is aligned with the company's overarching brand values, it's clear that MOO understands how important it is to have a customer focused team that sits at the heart of the company, committed to helping customers along their journey.

"We'd like customers to be satisfied of course, but we'd prefer it if they were absolutely thrilled with our products and services. We’ll move heaven and earth to make sure customers get exactly what they want, when they want it - or their money back" - The MOO Promise"


 Ms. Mariana Machado, Customer Behaviour Director, Accor Hotels

Customer Marketing Specialist, with more than 10 years of expertise in marketing strategy and CRM. Brazilian, Mariana has  accepted the challenge of moving to France, in order to implement a Customer Behavior & Marketing Department in the international hotel chain:  Accorhotels.  Managing a 60M contacts database in more than 92 countries, her main challenge is to implement the customer centric strategy within the help of customer data, bringing the customer information to the center of strategic decisions inside the company.  She is also Co-founder of “Our Customer Manifesto”, a think tank that stimulates the debate about Customers and shares experiences throughtout the professional world!   


*More speakers may be added so please check back for updates!

To discuss sponsorship opportunities contact the commercial team on +44 (0) 208 7521601 or +44(0)7590 115805 or email


The Ace Hotel

This half-day seminar will take place within the Ace Hotel, Shoreditch High Street.

Ace Hotel
100 Shoreditch High Street
E1 6JQ

Nearest stations: Shoreditch High Street, Old Street, Liverpool Street
View map 


European Communications seminars are aimed at senior level decision-makers and managers at network operators.

The seminar is a must-attend for:

  • Business leaders and decision-makers (CEOs, CMOs, COOs, GMs, Presidents)
  • Technology executives and decision-makers (CTOs, CIOs, CSOs)
  • Strategy, operations and IT executives

You can view videos from previous Customer Experience seminars here.

The seminar provides an excellent opportunity to network with fellow professionals, share ideas and discuss the key trends affecting your role and the wider telecoms industry.


What does free registration include?

  • Hear the latest innovations and strategies in customer engagement
  • Put your questions to our panel of experts
  • Ample networking opportunities with your peers from the telco community
  • Catering and refreshments throughout the morning and networking lunch
  • Access to the post event presentations

To discuss sponsorship opportunities contact the commercial team on +44 (0) 208 7521601 or +44(0)7590 115805 or email


* This seminar is free for operators. All registrations will be approved by European Communications and suppliers/vendors who wish to attend will be charged £125+VAT.


European Communications is now
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From June 2018, European Communications magazine 
has merged with its sister title Mobile Europe, into 
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