12th – 15th March 2018
The Hilton Glasgow, UK

Onno Hoffman

Vice President, New Products & Services
Deutsche Telekom
As VP at Deutsche Telekom Customer Service, Onno Hoffmann is in charge of special operations for residential customers and business-critical processes such as moving services, change of provider services and the provisioning of fixed-line access. His team also manages the introduction of innovations and new products at customer service sites. Furthermore Onno leads the digital service operations of Deutsche Telekom including web chat, video services, social media as well as the awarded ‘Telekom hilft’ Community with over 2m users per month. He joined Deutsche Telekom in 2007 and held various management positions in Sales, Service and CRM.


10:10 AM Keynote session Deutsche Telekom’s digital transformation to bridge the North and South Pole in customer care: Empathy and Artificial Intelligence

At CCW 2017 Deutsche Telekom shared a powerful case study on how they created an environment for their digital transformation to thrive. The departure thoughts were the future of AI and the huge opportunity it could bring to the business. In this keynote session, Onno will bring updates and focus on what they have done to deliver the promise of AI and social customer care.  
  • Where does the North Pole (Empathy) and the South Pole (Artificial Intelligence) meet for next level customer care? 
  • The urgency call for a large service organisation: Why do we need to do it fast?  
  • Implementing AI and Social Media in customer care: How did we do it and where are we at the moment? 
  • The new focus of Zero Touch: What’s the business impact? 


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

Download The Latest Agenda