Digital Leadership Summit: Designing and monetizing dynamic digital customer experiences

If you are interested in attending, please email [email protected].

Agenda:

16:00 – 16:15 Singapore Time | From generalized to personalized: delivering the customer experience of today and tomorrow

• Welcome & Introduction  
• Digital-first experiences – how well is the industry doing? 
• Changing nature of customer experience   
• Creating a future-proof dynamic and data driven customer experience strategy – from multi-channel to omnichannel  
• Assessing where you are in your digital customer journeys: survey results  

Aaron Richard Earl Boasman-Patel, Vice President, AI, Customer Experience & Data, TM Forum

16:15 – 16:35 Singapore Time | A new digital relationship: enabling profitable customer engagements through digitization

• Taking your customer relationships to the next level: engage, connect and build emotional ties through people, processes and platforms  
• Driving adoption of the digital channel – how do you identify the right incentives?  
• It is more than just a game – understanding the power of brand engagement through gamification, points earn and burn and badge collection challenges  
• It is all about the data: leveraging real-time data to drive intelligent actions and outcomes  
• It is a win-win: enabling 3rd party offers through a partner ecosystem  

16:35 – 16:55 Singapore Time | Customer Case Study: A digital engagement success story

• If at first you don’t succeed, try, try, try again – how can CSPs make sure they get their digital engagement strategies right this time?  
• What role will AI play in delivering a better customer experience? Is it a game changer?  
• What are the right measurements to measure true customer engagement? Do we need to move beyond NPS?  
• It is all about the data: how do we overcome the dirty, incomplete and siloed data challenge? Is it still as much a prohibitor as it once was?  
• How do you drive deeper emotional and personal engagements with your customers? 
• How difficult is it to create contextualized and real-time offers?  
• How to you overcome legacy IT systems and channels to deliver true digital experiences?  
• Is gamification more than just a fad? Does it really drive different behaviors? 
• It’s a nudge: How do you pro-actively change your customer behavior? 
• Do digital customer experiences really result in increased revenues?  
• Engaging with ecosystem partners – understanding what is in it for them. Is there a best practice approach?  

• Getting ahead of the competition. Understanding why we had to change the existing customer relationship and engagement strategies  
• A strategy is born: from concept creation to deployment  
• Creating a rewards ecosystem across music, cinema, food & drink, travel, health and more  
• Reaping the awards with increased digital engagement, more subscribers and higher loyalty  

17:35 – 17:45 Singapore Time | Digital Demo: Revolutionizing engagement across the customer lifecycle

• Showcasing a practical hands-on demonstration how you can impress and excite your customers through real-time, context driven digital next best offers using machine learning. 

17:45 – 18:00 Singapore Time | Closing: Key conclusions and wrap up

Aaron Richard Earl Boasman-Patel, Vice President, AI, Customer Experience & Data, TM Forum

In partnership with: