Digital Leadership Summit: Transforming the customer experience: Pragmatic steps in the journey (MENA)

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If you are interested in attending this event, please contact [email protected].

15:00 – 15:10 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

15:10 – 15:30 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

15:30 – 15:50

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

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
Andrea Cesarini, Managing Director, Oracle Intelligent Platform Services Lead, Europe, Accenture
Elmar Rode, Communications Industry Director, Oracle

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