The superior customer experience is the core engine of corporate development, which can help to enhance brand value, customer loyalty, revenue etc. Opportunities and challenges coexist in the 5G era, CX will be particularly important. We hope to discuss how to manage and empower customer experience in 5G era with telecom operators, industry organizations, and partners to accelerate digital transformation and new business growth.
If you are interested in attending this event, please contact [email protected].
10:00 – 10:05 CET
Welcome to the workshop – Overview of Part 1
- Live Audience Poll: Are you prepared for 5G?
Aaron Boasman-Patel, Vice President of AI and Customer Experience, TM Forum
10:05 – 10:25 CET
Forrester: Improving CX through business discipline drives growth
Thomas Husson, Vice President, Principal Analyst Serving CMO Professionals, Forrester
10:25 – 10:45 CET
Ogilvy: Customer Centric Operations Enable Digital Transformation
Jerry Smith, Principal Digital Transformation Consultant, Ogilvy Group Asia
10:45 – 11:30 CET
Lightening talks and Panel: Are you ready to deliver the next “G” of experience?
- What does 5G customer experience mean?
- What are the main challenges and barriers to delivering the “next G” of experience
- Assessing where you are in your digital customer experience journey: survey results
- Creating 5G CX frameworks
Moderated by: Aaron Boasman-Patel, Vice President of AI and Customer Experience, TM Forum
Derek Chen, Assistant Vice President of Customer Service, PCCW-HKT
Jonathan Hopkinson, Principal Digital Transformation Consultant, Huawei
Kevin Wu, Chief Solution Architect, Customer Experience & Digital Transformation, Huawei (Asia Pacific)
11:30 – 11:50 CET
ThoughtWorks: Operational Excellence with Digital CX Platform
Xiao Ran, Head of Innovation, ThoughtWorks
11:50 – 12:00 CET
Speeches
12:00 – 12:20 CET
Achieving digital transformation of mobile network operations
Adaora Okeleke, Principal Analyst, Service Provider Operations and IT, Omdia
12:20 – 12:30 CET
Key conclusions and wrap up
Aaron Boasman-Patel, Vice President of AI and Customer Experience, TM Forum
Sponsored by:
