Confirmed Speakers include:

Jelena has been working for Telekom Srbija, with short breaks, since 1997. For the last three years, she has been working as Director of Marketing and Sales Function, responsible for mobile, fixed and multimedia services.  Previously she was Director of Marketing and Sales of the Mobile Division of Telekom Srbija. Before engagement in marketing and sales, she was Head of O&M of Mobile Network Infrastructure. In 2006 she worked as O&M Manager in T-Mobile, US. During 2007, she was responsible for developing marketing and sales strategy for the commercial launch of the third mobile operator (m:tel) in Montenegro. She is a Member of the Managing Board of m:tel, Montenegro.

Jelena holds a bachelor’s degree in electrical engineering from the University of Belgrade, and an MBA in marketing from the University Institute Kurt Bosch.

Rui Rodrigues is responsible for the conception and implementation of CRM and Business Intelligence Systems mainly for customer insight acquisition, development and its subsequent use on customer centric business processes.

His work in the Customer Insight team includes: Detecting opportunities and building proposals that fit the identified business needs from customers, inside and outside the PT Group; Following the implementation of these solutions as a project Manager; Contributing to the development of new products and new CRM and BI solutions for Telco’s.

With in-depth technological background and 14 years of Customer Insight Systems experience, Rui has worked at TMN as responsible for the CRM Analytics team, implementing several advanced models and analytical tools used within the CRM program.

Previously he worked as a Marketing Information Systems Consultant in Dun & Bradstreet.

He holds a degree in Business Management from Universidade Internacional in Lisbon.

Dr. V.R. (Richard) Benjamins is Director of User Modelling at Telefónica R&D where he is responsible for research and development in areas related to customer data intelligence, which helps to improve both traditional business as well as to create new business. His responsibilities include the development and technology transfer of products in areas including data mining, big data, targeted advertising, personalisation, and privacy.
Previously he was Director of Technological Strategy at the same company which he joined in July 2007.

Richard Benjamins received his Ph.D. (1993) in Cognitive Science/Artificial Intelligence from the University of Amsterdam.

Hany is an experienced professional with strong leadership & management abilities, with notable commercial & business experience (12 years+) in areas of; Marketing, Propositions, product/solutions development, Customer Experience, processes re-engineering, Customer care, and Training. Having worked with Telecom. Operators across a wide spectrum of solutions & propositions; broadband, fixed and mobile, demonstrates a strong capacity to fully understand business needs, identify challenges & opportunities, develop cost-effective solutions, and set plans.

Hany is heading the Customer experience & Value propositions within Mobily Business marketing dept. Before this Hany has launched & managed the corporate segment within Mobily since 2006.

Hany after getting his BA has acquired an HR diploma from the American university in Cairo (AUC) 2001 and he is also a trainer with more than 1000 training hours.

Martin Steiner is currently working as a Senior CRM Manager in the area of residential customers and is responsible for the management of the prepaid customer base. In this role, he develops and coordinates churn prevention measures and defines the strategy for the optimal customer loyalty.

Before this he had the position of a Product Manager Mobile coordinating the development and launch of a lifestyle oriented mobile prepaid youth offer in cooperation with Universal Music.

Prior to his work in marketing, Martin Steiner was during several years responsible as a Senior Market Analyst for analysis with focus on competitive intelligence, market research and trend analysis within the Swiss mobile market.

Martin Steiner has a Master of Arts UZH in Sociology from the University of Zurich (UZH).

Kanagendra (or “Kana”) is currently engaged on a series of marketing projects with Virgin Media, ranging from direct marketing transformation, to customer loyalty and portfolio repositioning.  Previously he was Director of Marketing for BT Global Services for the public sector business and has a international career spanning many well respected companies such as Shell, British Rail, GEC-Plessey (Siemens), Nortel and the SAS Institute during exciting times in each of their sectors. 

He has a deep insight and experience of rapid growth, stagnation and the resulting requirement for business transformation.  His particular passion is for the use of segmentation to focus organisational effort, resources and channels to market for maximum impact, especially in challenging times.  His wide-ranging international experience in change management, finance, sales, marketing and customer service provides a rounded view of what is important to customers and organisations. 

Arnab is working with Etisalat and is managing Etisalat’s multi partner Consumer Loyalty programme called the MORE rewards program with more than 1 million subscribers enrolled in the program. Arnab has gathered a rich expertise in the fields of loyalty management, CRM and product management, having worked in telecom and retail industries for more than 12 years. He holds a Master Degree in management from IBS

David joined Vodafone Czech Republic in April 2010. He worked as a business intelligence specialist at Tieto (Scandinavian IT company) before, where he focused particularly on data mining (DM) and advanced analytics (AA) areas. He participated e.g. in a pilot DM project related to fraud detection and decision process automation for large Scandinavian telecommunications company or in design of DM&AA related offerings. Additionally, he provided two runs of an internal DM training. Within the frame of his doctoral studies, David made a research into machine learning of graphical probabilistic models with use of hybrid genetic algorithms and published several articles on this topic. He also conducted seminars related to probability calculus, statistics and time series analysis.

David’s current responsibilities in Vodafone Czech Republic lie in design, development, deployment and maintenance of (x-sell, up-sell, churn) predictive models and behavioral segmentations mainly for marketing and customer care areas, including initial business interviews and final presentations.

Graham Hill has worked at the forefront of customer-centric business thinking and doing for over 20 years with blue-chip management consultancies such as PricewaterHouseCoopers, OASiS Group and KPMG Consulting, and as an independent CRM consultant. He has broad experience of all aspects of customer-driven business in a variety of industries, including telecoms, energy, financial services, automotive and aviation, and in the public sector.

His current work is in the areas of customer lifecycle management, customer experience management, customer co-creation and building customer-centric organisations..

Graham is an Associate Partner at Strategyn, an Associate at Optima Value and a Strategic Advisor to Loyalty Factory. He is also the resident Customer Value Management guru at CustomerThink, the leading independent CRM portal. His blog at CustomerThink has been voted one of the Top 10 CRM blogs for the last three years. It has been viewed more than 500,000 times. He also twitters frequently on customer-centric business issues.

Hiek van der Scheer is managing consultant at VODW, a strategic marketing consultancy firm. He is responsible for the marketing intelligence team. This team of professionals focuses on fact-based marketing solutions like Customer Lifetime Value, Customer Segmentation and Return on Marketing Investments. The projects typically provide end-to-end solutions. He primarily works for large organization in finance, insurance, telecom and publishing industry. Hiek holds a PhD in econometrics, University of Groningen, in the field of direct marketing.

Geert helps senior executive management in telecommunication, retail banking and insurance develop CeX vision, design CeX strategies, select the tactics that make them successful and then helps them measure the results. As a seasoned customer experience strategist with 15 years of experience in management consulting (CeX, CRM) and market research, he leads 4C Consulting’s customer experience competence center. Prior to joing 4C Consulting, Geert worked for IBM Business Consulting Services, PwC Consulting, PricewaterhouseCoopers and Ipsos.