Transforming customer experience to meet the demands of a digital world presents a myriad of business and technological challenges for communications service providers (CSPs), including understanding what’s involved in undertaking a transformation journey, creating scalable digital customer experiences and measuring impact. During this session, leaders from across the industry will dxiscuss the benefits of next-generation customer experience, what today’s customers want and how to take control of the IT transformation required to deliver KPIs.
If you are interested in attending this event, please contact [email protected].
8:00 – 8:10 CET
Welcome & Introduction:
- Welcome to the workshop – overview of the day
- The changing nature of the customer
- Understanding how TM Forum’s Open Digital Architecture can help improve the delivery of your customer experience
Aaron Richard Earl Boasman-Patel, Vice President, AI, Customer Experience & Data, TM Forum
8:10 – 8:30 CET
Customer Case Study: Undertaking a true transformation journey
- Why it was important to embark upon a true customer experience transformation
- A journey of a thousand miles starts with the first step” – how do you get started?
- Bringing your customers on your CX transformation journey – migrating from traditional to next generation enabled platforms
- Measuring the impact of a truly digital customer experience
- Lessons learnt
Sandra De Zoysa, Group Chief Customer Officer, Dialog Axiata
8:30 – 8:50
Keynote presentation: Creating scalable digital customer experiences
- Delivering the next generation of customer experience – what do customers want?
- Understanding the role of open, decoupled, data and API driven architectures to drive the optimal customer experience
- Enabling B2B2x expansion through truly scalable solutions which are robust in operations and mature in functionality
- Its more than just B2C – building on your consumer capabilities to deliver enterprise grade customer experience
Rajeev Tankha, VP Strategy & Product Development, Oracle
15:50 – 16:30
Roundtable discussion & fireside chat: Embarking on the transformation journey
- What does it mean to truly transform? Importance of changing process, culture and technology
- Transitioning to the future state: More than simply changing the customer UX
- Mapping out the journey from potentially different starting points leveraging TMF standards
- Strategies for coexisting with existing BSS as you transform
- Taking control of the IT transformation to deliver the KPIs / KQIs to the business
- Collaborating with partners and vendors along the journey
- Best practices and lessons learned: mapping the route
Moderator: Aaron Richard Earl Boasman-Patel, Vice President, AI, Customer Experience & Data, TM Forum
Sandra De Zoysa, Group Chief Customer Officer, Dialog Axiata
Elmar Rode, Communications Industry Director, Oracle
Sponsored by:
