Tuesday, January 26, 2016 9:00am to 6:00pm
Atlanta
Tuesday, January 26, 2016 9:00am to 6:00pm
Atlanta
Event Location:
W Hotel Downtown
45 Ivan Allen Jr Boulevard
Atlanta, Georgia, USA
Customer Centricity – Getting the Omni Channel Customer Experience Right: Making it Easier for Your Customers to Buy from You
Delegates will come together to learn how to leverage omni channel concepts and experiences in a new digital age to create an excellent customer experience. The progression of the day will take the delegates through step by step exercises that show them how they can successfully tackle omni channel challenges by leveraging TM Forum assets. The workshop will also address several of the hottest topics in CEM right now including customer journey mapping and metrics and analytics as part of CEM strategies and solutions.
The workshop will be highly interactive featuring table discussions, panels, case studies, demonstrations and lightning presentations. Each topic addressed will have actionable outcomes that the delegate can take away and implement in their business to help them implement omni channel experiences for their customers.
The workshop sessions are shaped through consultation with speakers and also based on the results of the pre-event survey. All information shared during the session will take place under the Chatham House Rule, that is to say anything disclosed in the room is non-attributable.
Sponsored by: Sigma Systems
Key Outcomes:
Who Should Attend:
How the Summit Works:
All information shared during the session will take place under the Chatham House Rule, meaning, anything disclosed in the room is non-attributable.
Agenda:
This complimentary event is invitation only. Seats are limited so please contact Nigel Yeates to request an invitation. This summit is for Communication Service Providers only.
Tuesday, January 26th |
8:30AM |
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Registration & Refreshments |
09:15AM |
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Moderators’ Opening Remarks – Omni-Channel Strategies for the Digital Age This talk will briefly introduce the structure and flow of the following workshop sessions in the wider context of how an omni channel experience is becoming an expectation of customers. We will identify the importance of omni-channel, the critical components of implementations and assess industry progress in fulfilling the vision. Rebecca Sendel, Senior Director, Customer Centricity, TM Forum |
9:35AM |
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Speed networking Each person will have the opportunity to introduce themselves and their role within their respective organizations. |
9:50AM |
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Workshop #1 – Customer Journeys in an Omni-Channel Environment This workshop will leverage key TM Forum assets including the Customer Experience Lifecycle Model to identify and delve into critical customer journeys. Attendees will work in small groups to define which journeys are top priority and explore what those journeys look like today and how they can/should look to optimize the customer’s experience. Structure: 15 minutes x2 – Lightning talks – Case studies 30 minutes – Workshop Exercise |
11:15AM |
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Networking refreshment break |
11:35AM |
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Workshop #2 – Digital Mentality – Omni Channel in the Digital World This workshop will explore the impacts on customer experience in the world of digital services. What happens when there are multiple parties involved in delivering a service? Or if a service bundle comes from multiple suppliers? How do you maintain a seamless experience for the customer? We will start with a demonstration of the new TM Forum “Omnichannel” multi-company Catalyst demonstration project that seeks to answer these questions. Next we will work in small groups to identify specific services that will create challenges in an omni channel environment and look at the top immediate actions to address the challenges and the barriers to success. Structure: Rebecca Sendel, Senior Director, Customer Centricity, TM Forum 30 minutes – Catalyst Demonstration
25 minutes – Workshop Exercise |
12:50PM |
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Networking Lunch Break |
1:50PM |
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Speed Networking |
2:05PM |
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Workshop #3 – “What’s It Going to Take?” In this workshop we will explore the critical success factors for omni channel based on the TM Forum’s omni channel maturity model and our research. This workshop will be run as a real-time poll – getting input from the attendees on importance of key influences on omni channel functions from the technical, business and organizational perspectives. The TM Forum’s Managing Director of Research will provide “real time” analysis and insights on the poll results as they come in. Rob Rich, Managing Director, Insights Research, TM Forum |
3:15PM |
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Stakeholder Buy-In for Verizon’s CEM Programme
Carol Fink, Director, Executive Relations, Verizon |
3:35PM |
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Networking refreshment break |
3:55PM |
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Workshop #4 – Dashboard of the Future: Key Metrics for Omni Channel Success This session will explore how to leverage metrics and analytics to improve customer experience in omni channel environments. The panel will start the session with a discussion of critical metrics for measuring success and high priority data analytics use cases. Following the panel the workshop will consists of small groups identifying an omni channel dashboard from both top-down (based on Critical Success Factors) and bottom-up (based on Customer Journeys) approaches. Structure: 25 minutes – Panel Discussion – Measuring Success in Customer Experience
Panel Moderator: Panel Speakers: 30 minutes – Workshop Exercise |
5:15PM |
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Moderators closing remarks A recap of learnings and a brief discussion on Forum resources to help address issues, followed by audience opinion polls and feedback. Rebecca Sendel, Senior Director, Customer Centricity, TM Forum |
5:30PM |
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Close of summit Drinks reception to immediately follow! |
This complimentary event is invitation only. Seats are limited so please contact Nigel Yeates to request an invitation. This summit is for Communication Service Providers only.
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