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| | Customer Experience Summit Agenda | | | The future of customer experience resides in the ability to offer a personalized and compelling service. There is a unique opportunity for customer data to be used wisely and enable all the players within the value chain to offer quality, timeliness and relevance in all the services they offer. Insight into your end customer’s needs and requirements is essential to target and market effectively and accurately. Understanding the entire customer engagement cycle is imperative to ensuring high-service quality, exceeding your customer’s expectations and creating long term loyalty.
Hot Topics - Service quality management
- Standards, processes and KPIs around delivering total customer experience
- Best practices in maximising customer experience
| - Next generation service assurance
- Measuring, monitoring and analyzing service performance
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Improving The Customer Experience & Analytics
Chair
:
Seth Nesbitt
Amdocs Management Limited,
VP, Product and Solutions Marketing
Seth Nesbitt, Telemanagement Forum advisory director and VP, Product and Solutions Marketing at Amdocs. Seth leads a global team of marketing professionals focused on bringing comprehensive packaged customer experience solutions to market based on Amdocs’ products, services and business knowledge. Previous to Amdocs, he worked for Nortel Networks and others.
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CE1
Tuesday, December 8
2:00 PM
- 3:30 PM
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Improving The Customer Experience & Analytics
|   Completing the End to End in Improving the Customer Experience with Device Management Technologies
Using device management technologies to complete the end to end improvement of customer experience can produce significant productivity and profitability gains. OSS/BSS management does a great job at identifying issues and improving customer experience across the network, however it can only deliver the capabilities to the point of the device. Once the device is in hand this is outside the OSS/BSS layers and therefore the service provider cannot provide a complete End to End Customer Experience improvement. This presentation discusses Device Management and how it completes the journey and bridges the gap between network/OSS/BSS and device in the hands of the customer.
Mr. Li Qi graduated from Beijing University of Technology and he has MSc degree in Media and Communication from Communication University of China. Mr. Li Qi joined China Unicom Media Company in the year of 2003 as a senior engineer of digital mobile TV system. After that, Mr. Li Qi joined China Unicom HQ Product and Solution Innovation Department as Project Manager, managing branded mobile handset related business.
Mr. Li Qi is now the Project Director of China Unicom MDM project and is the steersman of MDM platform's development.
Edward McNeil joined Hewlett Packard through the acquisition of Bitfone Corporation in March 2007. He is the Senior Product Manager of Hewlett Packard's Mobile Device Management Products and evangelist of the need for Device Management products to meet today's end to end customer experience needs within Network Operators and OEMs. Edward previously held influential Marketing positions in wide range roles at both 3 where he saw 3 through the launch of the world's first 3G network and the media and entertainment products launched with the network, and at Symbian where he worked closely with one of the founders of Symbian and Research Director on several key projects that still ensure Symbian's dominance in the Smartphone market.
Edward also has many years' call centre experience building and delivering products that deliver high productivity gains and increased customer retention.
Making Customer Experience Consistent Across Distributed Systems
Listen to how China Unicom provided a consistent and convenient way for customers to recharge their service accounts and pay as they go easily across multiple provinces. The presentation demonstrates China Unicom’s “Unified Voucher and Top-Up Management Network Solution” which offers customers a unified recharging service. Based on a SOA-style distributed networking capability it allowed customers across China to replenish their prepaid/ postpaid accounts in real-time, thereby solving the challenge of recharging across designated accounts located in multiple billing systems. China Unicom’s unified recharging service has significantly lowered operational costs and improved customer experience and service quality.
Li LianXiang, Deputy General Manager of BSS Department in China Unicom Group, is responsible for leading BSS strategy, architecture, project implementations and operations within China Unicom Group. Mr. Li has over 29 years of rich experience in telco industry across different sectors, especially in charging&billing field. Before joining China Unicom, he was the deputy General Manager of China Telecom System Integration Co.,Ltd. Prior to that, he has taken different leadership positions as director and senior expert in China Telecom Group, including Planning &Standards division of Enterprise Information Department, Billing&Settlements Centers of BSS Center, and National Billing Centers of different business sectors. Mr. Li holds technical degrees of Computer Science and Telecom Exchange Engineering, together with a MBA degree from Tsinghua University School of Economics and Management.
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Tuesday, December 8
3:30 PM
- 4:00 PM
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Break
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Profitability From A Superior Customer Contact Experience
Chair
:
Chris Ballard
Aria,
CIO
Chris Ballard is CIO of Aria, the service provider that is launching the first national network in Italy using the WiMAX access technology. Earlier he spearheaded the creation of the Consumer Electronics markets initiative in the TM Forum to address requirements to manage end-user devices. Chris has worked in management consulting, marketing, technical, and services roles for service providers, vendors and integrators.
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CE3
Tuesday, December 8
4:00 PM
- 5:30 PM
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Profitability From A Superior Customer Contact Experience
| A Cbeyond Case Study – ‘Zero-Touch Provisioning’ of Voice and Data Services to Small Businesses
Cbeyond is one of the nation's fastest-growing managed services providers to small businesses with a 99 percent retention rate. It has created a world class IP-based network infrastructure and next generation OSS to offer innovative services at affordable prices and to deliver them profitably. Intelliden and Cbeyond will outline their “Zero-touch Installation” solution for customer activations, which is an essential underpinning for provisioning new voice and data services accurately and cost-effectively to more than 44,000 customers.
Rahul Sachdev is responsible for Intelliden's product management, marketing and business development efforts. Rahul brings over 17 years of international experience in technology strategy, marketing and software development. Prior to joining Intelliden, he was the general manager of the Communications, Media and Energy industry vertical at Siebel Systems, Inc. His leadership helped to create the largest industry vertical at Siebel with over 400 worldwide customers. Previously Rahul also held key positions at Accenture, Nynex Corporation and 3M. Rahul graduated from the University of Chicago with an MBA and from Loughborough University (U.K.) with BSc in electrical & electronic engineering.
Minaz Vastani is VP of OSS at Cbeyond. Minaz oversees development and delivery of Operations Support Systems which include CRM, eCommerce, EAI, service management and business intelligence systems. Prior to joining Cbeyond, Minaz worked for Verizon. At Verizon he was responsible for developing online customer self service channels for Verizon's domestic and international subsidiaries. Prior to Verizon he worked at FedEx’s STAR Center – a research arm of FedEx focused on delivering innovative solutions to the enterprise. Minaz holds a bachelors and masters degree in computer engineering from the University of Texas at Austin.
Applying Web 2.0 for Effective Customer Experience Management
Are Service Providers making every effort to effectively interact with their customers? Actually, they aren't. They’ve mostly overlooked the huge potential of Web 2.0 and social media – from user-generated content, micro-blogging, and social networking, to peer-to-peer communications and mash-ups. Using real-life examples from major service providers, Tal Givoly explains the different ways by which Service Providers can successfully tap into Web 2.0 to ensure they are managing their customer interactions as cost-effectively as possible.
Tal Givoly has more than 20 years’ experience in telecommunications technologies and software development, including management positions at Amdocs and XACCT, and leads all Amdocs’ innovation activities. Tal has produced numerous patents, is a frequent speaker, and is actively involved in industry consortiums, including serving on TMF's board of advisors
Grow, Achieve Scale & Efficiency Within the Services Oriented Ecosystem
As Service Providers are faced with increased challenges and decreased investments, ConceptWave will outline how its Solution technology is playing an important role in transforming the entire value chain. ConceptWave will address its industry standards, delivery approach, frameworks, along with new technologies and architectures that complement and underpin developments in today’s rapidly changing environment. ConceptWave will also demonstrate how they are helping to deliver profitable new services to market, faster, and for less.
Anthony serves as a Senior Director in the Strategic BSS organization at Comcast where he has responsibility for Enterprise Ordering Solutions. His twenty plus years of experience at leading Telecom and Information Technology organizations includes design, planning, building and managing of Operations and Business Support Systems. Anthony holds BS and MS degrees in Computer Science.
Since ConceptWave’s inception, Chun-Ling Woon has been the vice president of marketing and business development. With more than 20 years of hands-on, telecom-specific experience in both the technical and management facets of the industry, Mr. Woon’s ability to drive a company and its product to market has garnered industry recognition.
Tariq Chowdhury currently serves as the Chief IT Architect for the Wireless Program at Comcast. He is responsible for the Architecture and IT strategy for deployment of the Wireless Systems there. Tariq has over 14 years of Telecom /Wireless OSS / BSS experience working in the Telecom industry. Prior to Comcast, Tariq was with Sprint Nextel, where he was the Sr. Enterprise Architect for Network Systems. Tariq holds a M.S. and B.S. degree in Engineering from University of Kansas
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Best Practice Service Quality Management I
Chair
:
Johanne Mayer
Alcatel-Lucent ,
Director Communications
With more than 20 years in the OSS/BSS industry, Johanne is responsible for the global marketing of Alcatel-Lucent's industry-leading OSS/BSS and applications integration solutions in the Services group. She is a frequent speaker at OSS conferences and spokesperson with industry analysts and press as well as a member of executive committee of the TM Forum.
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CE4
Wednesday, December 9
9:00 AM
- 10:30 AM
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Best Practice Service Quality Management I
| Network Reliability - Managing the Customer Experience
This presentation will look at the role and impact of fiber optic networks in enhancing the customer experience. It will examine aspects of network choice, reliability, diversity and speed in delivering a rich customer experience.
What are the benefits in customer experience terms when looking at a true network operator versus the "virtual" network providers.
Dave Rusin is Founder, President & Chief Executive Officer of American Fiber Systems. Prior to this, Dave was President of Frontier Communications where he established the first Competitive Local Exchange Carrier in the U.S. in 1994. Dave has published numerous industry related white papers and articles on building, owning and maintaining your own fiber optic network.
Customer Experience Management: Driving Loyalty & Profitability
Seeking to increase profitability, communications service providers (CSPs) are increasingly turning to initiatives in customer experience. For many companies, the clearest path to profitability is through customer retention and maximization of lifetime value.
The main challenge is that every customer “touchpoint” contributes to customer satisfaction, loyalty, and ultimately profitability. Assuring an “appropriate” experience across delivery environments, services, and interaction channels is no simple task.
This presentation will address the relevant issues and priorities developing in organizations striving to become more customer-focused and profitable in the near and mid-term.
Robert J. (Rob) Rich is Managing Director of the TM Forum's Transformation Research Center, the TM Forum Insights Group, and the Publications Group. Mr. Rich has more than 15 years experience in market research and consulting, including 11 years as Executive Vice President of Communications & Networking at the Yankee Group. Prior to that, Mr. Rich spent 17 years in the computer/networking industry, where he held management positions in communications, professional services, software engineering and information technology strategy.
With more than 20 years in the OSS/BSS industry, Johanne is responsible for the global marketing of Alcatel-Lucent's industry-leading OSS/BSS and applications integration solutions in the Services group. She is a frequent speaker at OSS conferences and spokesperson with industry analysts and press as well as a member of executive committee of the TM Forum.
Larry has been with Emdeon for 4 years and was formerly at Cendant for 10 years as their VP of Technology & Operations. He manages the infrastructure teams and oversees Emdeon’s data centers, through which they process in excess of 3.7 billion transactions annually. Lately they have deployed an enterprise monitoring platform, including NetCool, Proviso and ICE (Reachview product).
John has 18 years of IT/IS experience in senior management and strategic consultant roles for various industries. These experiences involved global and complex operations that required transforming, simplifying the environment. He drives for better customer experience, more efficient business process and lower Total Cost of Ownership by standardization and consolidation.
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Wednesday, December 9
10:30 AM
- 11:00 AM
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Break
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Best Practice Service Quality Management II
Chair
:
Alpna Doshi
Reliance Communications,
CIO
Alpna J Doshi is CSO office Senior Executive at Satyam Computer Services Ltd, USA. She also holds responsibilities as an Officer of the TM Forum, as Secretary, and Chair of Membership and Governance Committee. She has 19 years in industry, an experienced professional in IT, Telecom, Media and Entertainment businesses, and Offshoring and Outsourcing.
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CE6
Wednesday, December 9
11:00 AM
- 12:30 PM
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Best Practice Service Quality Management II
| Managing Services Using IPDR
With the rapid advancement of services consuming bandwidth on the HFC network, cable MSO's are challenged with finding ways to better understand how the network is being used. Traditionally the network is viewed as a single entity, not as discrete components consisting of a collection of services using the available bandwidth. This session will explore ways to use IPDR as a method of collecting statistics and techniques for using that information to make better decisions on network resource allocation.
Jeff Finkelstein is the Director of Network Architecture at Cox Communications. He has responsibility for all new access technology development within engineering and across all lines of business. Jeff also sits on multiple cable industry technology working groups focusing on PHY and MAC technologies.
Service Assurance 2.0: Next Generation Service Performance and Availability Management Solutions for IP-Based Converged Environments
Telecom business and network service quality, availability, and uptime all directly impact every operator’s productivity and bottom-line. Whereas there have been multiple approaches and standards addressing OSS processes, architecture, and operations, there’s been little focus on operational availability of the underlying systems. This session addresses solutions to this critical problem. It also features Covad discussing how application performance management provides real-time visibility into mission-critical applications and services for IP-based voice and data services.
Rick is vice president of business development, responsible for developing and implementing CA’s go-to-market strategy for the global communications service provider market. His more than 25 years of experience in technology, telecommunications and software includes senior management roles with HP, CrossKeys (now Oracle) and WatchMark (now IBM).
Unmesh leads the Software Architecture and Delivery organization at Covad Communications Group. He is responsible for execution of Covad’s IT strategy for Broadband, VoIP and Network Services business lines. He specializes in delivering high-quality, rapid OSS solutions to Telecom business problems in a cost-effective manner.
Deploy Ethernet with Confidence Now
With advances in standards (such as Y.1731 and 802.1ag), Ethernet should be “ready for prime time” as a carrier grade business-class service. However, service providers are facing challenges with standards availability and vendor interoperability which is impeding implementation of a network element-based service management solution. By using an alternative approach for service performance management that seamlessly migrates to the network elements model when they are standards compliant, service providers can deploy Ethernet with confidence now.
Mr. Iannetta has over 30 years of experience in telecommunications, distributed complex information systems, software engineering and service provider operations. Over his career, Ron has held senior management positions in engineering, marketing, and operations organizations. He currently serves as the Senior Architect for Time Warner Cable’s OSS organization.
Mr. Stewart is an industry expert in the data/IP and services testing field with over 22 years of telecommunications testing experience. Currently, Stewart drives the JDSU Ethernet and mobile backhaul service assurance strategies, developing solutions for the quality delivery of IP-based services improving workforce efficiency and service reliability.
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Wednesday, December 9
12:30 PM
- 2:00 PM
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Lunch
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