We’ll meet with those staying at the Radisson Blu Elizabete Hotel and head to the LMT offices together at 8:40. If you're staying elsewhere, please plan to arrive directly at LMT between 9:00 and 9:15 at the latest.

We will gather in the LMT lobby, complete the check-in process, and then head together to the meeting room.

This session will explore how Customer Experience (CX) is measured across digital channels such as Web and MyApp, using metrics like NPS (Net Promoter Score), CES (Customer Effort Score), and CSAT (Customer Satisfaction). Discussion points will include: • Approaches to targeting methodologies for CX on digital channels, addressing challenges, successes, and integration with analytics tools (e.g., Adobe). • Differences in CX measurement and strategies across different segments (residential vs. business). • An overview of the Web & MyApp CX dashboard and how digital touchpoints are connected to traditional customer journeys.

Very quick Introduction of participants, including their areas of expertise and motivation to participate in the meeting (2-3 minutes per participant).

In this session we will tackle the following CtL points: • Challenges in handling CtL for identified and unidentified customers. • Strategies for managing CtL inflow volumes effectively.

Format: Roundtable Discussion Description: This session aims to foster open discussion about the organization, communication, and alignment of analytics efforts within the company. Participants will explore how their analytics teams are structured (centralized, decentralized, or Competence Centers), operational models (e.g., Agile), and the processes for aligning analytics with business goals. Additionally, this session will address tracking quality as a core aspect of analytics communication. Topics will include strategies for integrating tracking stability and reliability into organizational processes, such as regular tracking reviews in cross-functional meetings, frameworks for reporting and resolving tracking defects, and fostering awareness of tracking’s impact on data-driven insights and personalization. Participants will share experiences on how tracking requirements are communicated across departments and how tracking-related issues are prioritized and addressed. Key Topics: • Team structure and communication for maintaining tracking quality. • Organizational processes to ensure stable tracking alignment with business needs. • Fostering a data-quality mindset across teams involved in data collection, content, and deployment.

This session will focus on the best practices and techniques for conducting A/B testing on both web and mobile app platforms. The discussion will include: Best Practice Examples: o Regular reporting and insights o Use of analytics dashboards and deep dives (e.g., promotion and traffic analysis) o Identifying patterns and detecting anomalies o Setting up alerts for key metrics Attribution Models: o Exploring different attribution models (e.g., last touch vs. other approaches) o Use of built-in models vs. custom-built solutions o Cross-device tracking and multichannel attribution strategies Conversion Rate Optimization (CRO): o Best practices for analyzing and improving the upper and lower funnels A/B Testing Insights: o Tools used for A/B testing o Examples and case studies of successful tests o Best practices and lessons learned o Confidence levels and statistical significance criteria Participants will have the opportunity to share experiences, discuss methodologies, and explore advanced strategies for optimizing performance across digital channels.

Format: Roundtable Discussion Description: This session will dive into the technical aspects of digital analytics, focusing on data layer monitoring, alert configurations, and tools used for tracking quality assurance across Web and MyApp platforms. Participants will discuss tool usage (e.g., Google Analytics, Adobe Analytics, ContentSquare) and 24/7 monitoring practices to ensure reliable data collection. The session will also cover strategies for setting up tracking as lean as possible to minimize potential errors, testing tracking prior to deployment, and setting up automated monitoring to detect tracking anomalies. A focus will be placed on processes for assigning responsibility for tracking issues, ensuring quick turnaround for defect fixes, and defining SLAs that uphold data quality standards. The goal is to provide participants with actionable insights on optimizing tracking accuracy, thus improving the reliability of data used for insights generation and personalization. Key Topics: • Best practices for tracking setup to minimize errors. • Testing and monitoring tracking systems for accuracy and reliability. • Establishing accountability and efficient resolution processes for tracking defects.

This session requires no preparatory work from participating telcos and is structured as an open discussion aimed at exploring AI-driven insights and practical solutions aligned with telco objectives. For example, we will delve into how AI can be utilized to effectively optimize and enhance analytics processes. Additionally, up to the first 45 minutes of the session will be dedicated to a presentation and discussion on the AI-based approach to measuring digital customer experience, which has been successfully adopted by several telcos. This presentation will be delivered by FTI Delta (a leading consulting firm specializing in advanced analytics and AI-driven solutions).

The final topic of this session will be tailored to the audience's preferences. It may include a discussion on "Technical Aspects of Personalization and Consent for Cookies, Including MyApp." Alternatively, this time can serve as a buffer to address priority topics that have arisen over the two days or to revisit unfinished discussions, based on the participants' goals and interests. Our aim is to maintain flexibility to make the most of the opportunities this meeting presents.

Format: roundtable discussion (on the technical aspects of data governance, cookie management, and consent strategies) The conversation will explore the challenges and solutions related to tracking user consent, particularly in the context of restrictive platforms like Apple's iOS, which enforces stringent privacy measures. While most website visitors (80-90%) typically consent to tracking, consent rates are significantly lower on iOS apps, complicating web analytics and user tracking. Topics to be covered include: • Strategies for data governance and consent management across different platforms. • Consent setup and management processes, with a focus on challenges unique to iOS apps. • Using Personally Identifiable Information (PII) in offsite marketing while adhering to privacy regulations. • Organizational roles and responsibilities related to managing data governance and consent. Participants are encouraged to share their experiences, challenges, and best practices related to data governance, cookies, and user consent.

This session will provide an opportunity for participants to summarize key takeaways and identify potential areas for follow-up.

We’ll gather at the Radisson Blu Elizabete Hotel in the city center for a sightseeing activity. This will be an outdoor activity so please ensure you have warm clothes. In case you WON'T join please let us know. Address of the meeting point: Radisson Blu Elizabete Hotel Elizabetes iela 73, Centra rajons Riga LV-1050

Following the group activity, we’ll enjoy a well-deserved group dinner together at the traditional restaurant Restorans Rozengrals located in the city center. Address: Rozena iela, Centra rajons, Rīga, LV-1050, Latvia