Digital Leadership Summit: HUAWEI SmartCare® ‘CEM Elite Club’ Initiative – Enabling business growth by delivering superior, “5G ready” customer experiences

TM Forum Web Support

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 cpanayiotou@tmforum.org.

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

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