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 cpanayiotou@tmforum.org.
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:
