07 - 10 October, 2019
Beurs van Berlage, Amsterdam, Netherlands
Onno Hoffmann, VP Special Operations & Innovation at Deutsche Telekom
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Onno Hoffmann


VP Special Operations & Innovation
Deutsche Telekom

Check out the incredible speaker line-up to see who will be joining Onno.

Download The Latest Agenda

Main Conference Day One

Tuesday, October 8th, 2019


9:10 AM Keynote Case Study: Deutsche Telekom’s transformation path to personal + tailor made customer care

At CCW 2017 Deutsche Telekom shared a powerful case study on how they created an environment for their digital transformation to thrive. In this keynote session, Dominik and Onno will bring updates on their programme and focus on what they have done to deliver personal and tailor made services in a digital world.
 
·        How DT is personalizing important customer journeys and moving from reactive to proactive service
·        How DT is using messaging to establish “one on one” communication between agents and customers
·        How DT started to transform the frontline business for mobile customers to increase NPS and first done rates
·        How DT uses agile methods to strengthen team autonomy and push employee satisfaction