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Safely Enabling Telco Digital Experiences

25th June 2019, London

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Location: Sanderson


Excellence and safety: can we solve today’s telecoms paradox?

Join Shape Security (“one of the 50 most disruptive companies in the world” – CNBC), and a select group of telecom industry thought leaders for one unique evening of conversation and idea sharing.

  • Explore the state of digital experiences
  • Challenge current thinking around digital adoption
  • Discover how to manage the growing risks of fake traffic and fraudulent users.

It’s widely acknowledged the telco business model must change; current rates of customer churn are not sustainable; retention and growing share of wallet are key. The question is: where should change begin? We’d argue with a better customer experience. And that demands improved security.

Shape Security defends the world’s largest enterprises from sophisticated cyberattacks
and fraud (their platform prevented over $1B in fraud last year). This experience positions Shape as a trusted advisor for the telecoms industry to better enable and drive digital experiences.

Users want, and expect, frictionless services. But, increasingly data-aware, they also want to be protected from cyber-crime. We have a very modern paradox: how do we keep users safe – reducing fraud, protecting accounts – while increasing digital engagement, growing share of wallet, and achieving excellence in retention? 

According to the July 2018 UK Satisfaction Index, published by the Institute of Customer Service, telecoms is the second lowest scoring industry. People prefer banks.

Change makes financial sense. In 2017, Canada’s BCE and Telus revealed that it cost almost 50x less to keep an existing mobile customer than to acquire a new one. In a saturated market, the focus must be on retention.

Customer experience is key. But solving the paradox is a real challenge. Based on customer data, Shape estimates that the US telecom industry alone faces nearly 50 million credential stuffing attempts per day, leading to upgrade theft, two-factor authentification bypass and virtual calling. Layer on bots and click farms and… well, you get the picture.

We’re dedicating one unique evening to discussing this vital subject.

Join Shape Security, named by CNBC as one of the 50 most disruptive companies in the world, and a select group of telecom industry thought leaders for an evening of conversation and idea sharing. We will explore the state of digital experiences and look to challenge current thinking around how to accelerate digital adoption and improve retention, whilst managing the growing risks of fake traffic and fraudulent users.


6:00 – 6:30 pm – Welcome Drinks Reception
6:30 – 6:40 pm – Introduction from Master of Ceremonies
6:40 – 7:00 pm – Keynote Speaker
7:00 – 9:00 pm – Three-course dinner complemented with table discussion points
9:00 – 9:30 pm – Wrap up and closing remarks from Shape

Discussion Topics

  • Friction can lead to churn, but the economics of automated platforms are compelling… How much friction is tolerable?
  • NPS + wallet share + retention: challenging current practice in Telco’s holy trinity.
  • What is the company’s responsibility for protecting its customers? And can security be a competitive differentiator?

Guest Speaker


Former Vodafone Ltd CTO, Investing, Advisory, Non-Executive Director

Chris has spent over 35 years in the Telecommunications, IT and Technology industries in a very International career. Chris has held both Senior Technical and General Management responsibilities in a Telecoms Equipment Manufacture (Nortel), Fixed Line Carrier (Energis), Wireless Service Provider company (Vodafone), and a User Equipment Manufacturer (RIM).

Presently Chris divides his time between his Investment Fund, Advisory business, and various Boards.

Chris’s last position in a public company was as Managing Director for Research in Motion (RIM) in Europe, Middle East and Africa (EMEA) departing in 2009. From 2001 to 2005, Chris worked at Vodafone, where he was Vodafone’s first Chief Technology Officer (CTO) responsible for Vodafone UK’s technology, product architecture, design, procurement, development, support and operations. Before Vodafone, from 1997 to 2000 Chris was CTO at Energis Communications, forming part of the executive team that led Energis through IPO and into the FTSE 40.

After graduating from university in 1982 with a Bachelor of Computer Science, Chris spent 15 years with Bell Northern Research (R&D for Northern Telecom) and Nortel holding a variety of roles in software development, operations and ultimately Sales, working across North America, Europe and Asia.

Since leaving Vodafone in 2005 Chris has spent most of his time co-founding Companies and developing his own Investment Fund/Advisory Business. Co-founded Companies include one of the most important of the modern Telecoms Virtualisation Companies: Affirmed Networks. Chris also Chaired: Ubiquity Software (Carrier grade SIP Application Servers) through their IPO and ultimate sale to Avaya, Aicent Networks (Chinese Carrier’s Carrier) through to sale to Syniverse.



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