08:00 – 09:00

Or the day before (June 4th), between 14:00 - 21:00

09:00 – 11:00

Meeting Room - Olympia 1 + 2
Location - Underground (-1 Floor)

Keynote 1: Welcome Speech - Wim De Meyer, ETIS Managing Director 

Keynote 2: Building the Future: Collaboration and Innovation of Telecoms in a Transforming World - Pedro Gonçalves, ETIS Chairman & Senior Advisor for EU & International Digital Policy, MEO 

Keynote 3: No Power, No Problem: How to Keep the Network Operational During Blackouts - Markus Lyyra & Ville Väre, Elisa DES 

Keynote 4: Secure, Aware, Resilient: Driving a Strong Security Culture - Ulrich ten Eikelder, Business Resilience, Deutsche Telekom Security & Marcus Beyer, Security Awareness Officer, Swisscom

Keynote 5: Telco Security Landscape 2025 - Richard Kerkdijk, Senior Security Consultant, TNO 

Keynote 6: TeBIT 2024 Benchmark report - AI Makes Telcos Smart. But Are Telcos Smart About AI? - Thomas "Tom" Kruger, Partner and Director, BCG 

Keynote 7: How to Thrive in Unthinkable Times: Change Your RULEs - Andrew Collinson, MD, Connective Insight

Panel discussion / Q&A

11:00 – 11:30

Underground (-1 Floor)

Coffee Break

11:30 – 11:45

Meeting Room - "2A"
Location - 2nd Floor

Description: The session will begin with a welcome speech and agenda overview by the group chair, Bart De Ruysscher (Proximus), setting the tone for the discussions ahead. Following this, participants will engage in a quick roundtable introduction, where they will: Introduce themselves and share their key expectations for the meeting.

11:45 – 13:00

Meeting Room - "2A"
Location - 2nd Floor

Description: In this strategic session, a designated representative from each telecom operator will provide updates on ongoing projects, key challenges, achievements, and future plans with a focus on Customer Experience (CX). If time permits, speakers may delve into a key CX initiative.

Format: Roundtable where each operator will be allocated an 8-minute presentation followed by a 4-minute Q&A session.

Companies: A1 Austria, Swisscom, CYTA, GO plc, MEO, OTE, LMT, Tet, Elisa, KPN, Proximus 

Moderators: Inna Belatica, LMT and Bart De Ruysscher, Proximus

13:00 – 14:00

Meeting Room - KALLIRHOE
Location - Ground Floor

Lunch Break

14:00 – 14:20

Meeting Room - "2A"
Location - 2nd Floor

Following the company updates session, this segment offers a brief introduction to two new members of ETIS:

• XME Digital – A provider of cloud-native platforms designed to drive digital transformation and enhance customer experience (CX) in the telecom sector. Intro by Victor Kmita, XME Digital

• Cognity – System Integrator with a track record of very successful customer-centric digital solutions for telecoms, expertise in CRM systems and journey analytics amongst others. Intro by Alexandra Psychouli, Cognity 

14:20 – 15:30

Meeting Room - "2A"
Location - 2nd Floor

Description: This session will explore the real meaning behind “CX Culture” by clarifying the concept and identifying the key pillars of a truly customer-centric organization. Together, we’ll create a walk-in gallery of real-life examples to inspire action and openly discuss common challenges and how to overcome them.

Format: Mix of presentation and roundtable, with all participants expected to bring practical examples.

What to prepare: Bring at least one A4 print-out (1 page per example) from your daily work. Topics may include: Empathizing with customers, Collecting Outside-In Data, Personalizing solutions, Feel the Customer Journey, Tracking, Top Management Buy-In, Continuous Improvements with a proven positive effect in your company.

Moderator: Barbara Baminger, A1 Austria

15:30 – 16:00

Underground (-1 Floor)

Coffee Break

16:00 – 17:30

Meeting Room - "2A"
Location - 2nd Floor

Description: Swisscom will present their “Experience Level Up” program, launched in 2023, and how it has evolved into a strategic CX framework shaping best-in-class customer experiences across B2C. The CX team acts as an Experience Design Enabler across areas like governance, testing, architecture, AI and innovation, operational design, and communication. The session will provide insights into both the framework and the transformation journey behind it.

Format: Keynote presentation (30 mins) + Q&A (15 mins), followed by an open roundtable (45 mins).

What to prepare: Each Telco is invited to share how CX is structured within their organization, including key wins and biggest challenges. Please bring 2–3 PPT slides per company to support the discussion and peer exchange.

Moderator: Isabel Rudolf-Staubach, Swisscom

18:15 – 20:00

20:00 – 22:00

09:00 – 09:30

Meeting Room - "2A"
Location - 2nd Floor

09:30 – 11:00

Meeting Room - "2A"
Location - 2nd Floor

Description: We begin Day 2 with an informal reflection round. Participants are invited to share thoughts, takeaways, or intriguing moments from Day 1. This session is designed to re-energize the group, spark new connections between topics, and set the tone for the discussions ahead.

Moderator: Barbara Baminger, A1 Austria

Description: This session will explore how telecoms are shaping and optimizing the customer onboarding journey, with a focus on residential and fiber customers. Topics may include what should be part of the onboarding flow, handling service and repair steps during provisioning, and aligning internal processes for a seamless customer start.

Moderator: Bart De Ruysscher, Proximus

11:00 – 11:30

Underground (-1 Floor)

Coffee Break

11:00 – 12:30

Meeting Room - "2A"
Location - 2nd Floor

Description: This session will focus on how telecom operators define customer journeys to align with business objectives and reveal real customer paths. Key concepts, metrics, and practical approaches to journey management will be discussed, including how to integrate new features while maintaining a customer-centric perspective.

Focus:
• Defining journeys to correlate with business goals
• Managing new features while keeping a holistic customer view
• Ensuring data quality for reliable journey analytics

Format: presentation by Cécile Vandevelde (Proximus) followed by an open roundtable discussion.

What to prepare: Participants are encouraged to reflect on how they define and manage customer journeys within their own organizations. While it’s not mandatory, they may bring presentations or materials that illustrate their approaches or challenges.

12:30 – 13:30

Meeting Room - KALLIRHOE
Location - Ground Floor

Lunch Break

13:30 – 14:15

Meeting Room - "2A"
Location - 2nd Floor

Description: This session will demonstrate how journey analytics can move beyond visual mapping to uncover real behavioral patterns and pain points. Participants will learn how to apply data-driven analytics to track customer interactions, maintain data quality, and gain actionable insights within complex telecom environments.

Focus:
• Applying data-driven journey analytics
• Managing data quality for accurate CX insights
• Identifying pain points through analytical methods

Format: Case study presentation by Cécile Vandevelde (Proximus) and group discussion.

What to prepare: Participants should be ready to share their own experiences or insights on journey analytics. Bringing a presentation or specific data examples is optional but encouraged if it supports the discussion.

14:15 – 14:45

Meeting Room - "2A"
Location - 2nd Floor

14:45 – 15:30

Meeting Room - "2A"
Location - 2nd Floor

Description: Learn how to validate hypotheses and initiatives directly with customers using practical tools like testing, roundtables, and feedback loops. This session explores how to embed CX validation into your process to design smarter, customer-driven solutions.

Plus, get a sneak peek into how we're using AI-powered synthetic customers to simulate feedback and accelerate early-stage validation. Discover how blending real and virtual insights leads to better decisions, faster.

Format: presentation by Claudia Leu (Swisscom) followed by an open discussion.

Description: This session provides an open platform for participants to share successful projects, initiatives, or key learnings from 2024 that have positively impacted customer experience or digital sales. Contributions can vary in scope — from major transformations to small-scale improvements — with the goal of sparking inspiration and peer exchange.

Format: Presentation-based, with flexible format (PPT, demo, video, etc.)

Who and what to prepare: We especially invite companies who have had limited or no contributions in previous sessions to present here, ensuring that everyone in the group is engaged. Please prepare a short presentation or showcase in your chosen format.

Moderator: Barbara Baminger, A1 Austria

15:30 – 16:00

Meeting Room - "2A"
Location - 2nd Floor

A dedicated follow-up session to review key discussions, brainstorm future topics for ETIS events, and decide on a potential Autumn in-person meeting, including location and themes.

Before departure, participants are kindly asked to complete the Feedback Form.

Feedback form available here: https://forms.office.com/e/eiw2TrGyND

16:00 – 17:00

Underground (-1 Floor)

Farewell Reception for all attendees