Digital Leadership Summit: Achieving a 360˚customer view by deploying a CRM platform with TM Forum Open Digital Architecture and API

Wednesday, February 23, 2022 9:00am to 10:30am

Virtual

Most, if not all, Digital Service Providers are undergoing a mandatory digital transformation driven by evolving customer expectations and cloudification of platforms. But, next-generation enterprise architecture does not occur instantaneously. Legacy applications evolve to support new services while new vendors and partners are introduced into complex ecosystems.

At the center of all of these changing systems remains the customer. How do providers maintain a single customer view when their products, services, and interactions occur across a myriad of old and new channels and technologies? How do digital service providers increase self-service capability and lower mean time to resolution for issues that require human interaction? How can acquisitions and non-traditional product offerings be quickly integrated into your view of customers?

During this summit, we will share how TM Forum Open API based architecture can be used to pull together customer information spread across multiple sources, providing a unified view of your most important asset, for your business applications. We will share how embarking on a strategic Open API architecture can lead to faster ROI and accelerated standardization and deployment of technology across traditionally complex architectures.

This is an invitation-only event for communication service providers. If you’re interested in attending this event, please contact Katia Wyatt.

Agenda

9:00 – 9:15 | Welcome and introduction: Why a 360˚ view of your customer is essential 

rounded_bullet_red.png  The problems caused by customers and employees alt-tabbing for answers
rounded_bullet_red.png  How a unified Customer 360˚ view accelerates TTR and improves CX and CSAT 

Ian Turkington, VP Architecture & APIs, TM Forum 

9:15 – 9:35 | Achieving data and systems integration across all channels and products to enable a 360˚ view of the customer 

rounded_bullet_red.png  How can the complex ecosystem of disparate applications and data siloes be connected to achieve a single unified view of the customer? 
rounded_bullet_red.png  How a standards-based approach like TM Forum’s Open Digital Architecture and Open API can be used to expose new and old services 

Chet Liew, Principal Architect, Prodapt 

9:35 – 9:55 | Case study: Implementing fixed and mobile convergent CRM platform built on TMF Open APIs 

rounded_bullet_red.png How to balance long-term digital transformation goals with short-term business objectives
rounded_bullet_red.png A common framework to align disparate team and priorities
rounded_bullet_red.png Leveraging legacy with Salesforce and TMF Open APIs to provide a 360 degree customer view 
rounded_bullet_red.png The journey towards scalability and re-use

Antony Lisamore, Head of B2B IT, Liberty Latin America 
 
9:55 – 10:25 | Exploring the benefits of TMF Open API for multi-national DSPs 

rounded_bullet_red.png  Defining a common, organization-wide TMF API gateway approach snowballs 
rounded_bullet_red.png  How to realize common integration patterns 
rounded_bullet_red.png  How to get applications from different vendors, in different regions, LOBs, etc. to start looking synonymous to Salesforce 
rounded_bullet_red.png  Deploying Core Customer 360 assets in areas of the business quickly with maximum reuse
rounded_bullet_red.png  How to leverage tools to enforce business process and customer/employee UX alignment 
rounded_bullet_red.png  What were the barriers and how did you overcome them?   

Moderator: Ian Turkington, VP Architecture & APIs, TM Forum 
Chet Liew, Principal Architect, Prodapt 
Antony Lisamore, Head of B2B IT, Liberty Latin America 
Abhi Sur, Senior Director, Salesforce

10:25 – 10:30 | Closing remarks 

Ian Turkington, VP Architecture & APIs, TM Forum 

Sponsored by: