Agenda - TM Forum


Customer behavior is changing rapidly. They are not only becoming ‘tech-savvy’ they are also learning how to use social media to vent their displeasure. Increased competition between service providers, mature markets reaching saturation and churn volatility in developing markets is placing new emphasis on customer experience and how best to manage it. Today’s service provider has to be agile and inventive in order to capture untapped customers, retain existing ones and upsell more relevant products and services to all. Customer experience management is not just about getting and keeping customers, it is also about measuring customer satisfaction and achieving consistent service delivery. Customers are the core reason for being in business and they are not only the major source of revenue, they can also be a major cost if not managed effectively. It is critical in today’s ultra-competitive market that effective customer experience management is in place to ensure customer satisfaction and loyalty. New roles such as Chief Customer Service Officers, Chief Service Officers and Chief Customer Experience Officers are appearing across the Asia Pacific region, demonstrating just how vital customer management is in business today. Agenda at a glance

TM Forum's Customer Experience Management Summit

Driving Operational Excellence in CEM

Registration
Tuesday, November 27	8:00 - 8:50 am
To Be Confirmed, Watch this space for details

Welcome and Opening remarks by the Chairman
Tuesday, November 27	9:00 - 9:10 am
Speakers: Tony Poulos, Market Strategist, TM Forum Speakers: Tony Poulos, Market Strategist, TM Forum

Opening Keynote: Strategies to exceed the next generation of customers’ expectations
Tuesday, November 27	9:10 - 9:40 am
Speakers: Robert Rich, Managing Director TM Forum Insights, TM Forum • Thinking 'out of the box': How to please and retain customers in today's market? • Driving the customer demand for your services • Understanding how TM Forum’s new Customer Experience Maturity Model and Frameworx suite of standards help you build a customer-centric business Speakers: Robert Rich, Managing Director TM Forum Insights, TM Forum

The key to growth: Understanding your customer
Tuesday, November 27	9:40 - 10:10 am
Speakers: Gil Genio, Head of Corporate Strategy and Business Development, Globe Telecom Inc. • Growing your business through successful customer experience management • Aligning your business growth plans with customers’ expectations • Anticipating shifts in the market and customer behavior Speakers: Gil Genio, Head of Corporate Strategy and Business Development, Globe Telecom Inc.

Keynote Presentation: Enabling Cross-Channel Customer Experience through Front-end Transformation
Tuesday, November 27	10:10 - 10:40 am
Speakers: Rohit Batra, Director, Communications Industry Solution Group, Oracle Corporation Suharti Mohd Ali, Senior Vice President, Celcom Axiata Berhad • Building experiences based on customer journey and customer context • Driving a seamless Cross Channel platform across call center, web, mobile online, social and retail platforms • Contextualizing and providing a customer centric journey across their buying and maintaining cycle • Optimizing the use of customer data, leveraging standard and certified integrations to build a scalable and sustainable platform for front end transformation Speakers: Rohit Batra, Director, Communications Industry Solution Group, Oracle Corporation Suharti Mohd Ali, Senior Vice President, Celcom Axiata Berhad

Panel Discussion: Optimizing investments in future customer loyalty programs
Tuesday, November 27	10:40 - 11:10 am
Speakers: Steven Cotton, Director, Business Assurance Programs, TM Forum Abhay Kumar, APAC Marketing Strategy & Operations, Amdocs Management Limited Suet Yu, CEM, HKCSL George Chua, Vice President, Customer Analytics, Celcom Axiata Berhad • Identifying and understanding high value customers: Who are they and how do you retain them? • Calculating ROI spent on customer loyalty programs: What can you do to improve the ROI? • Understanding high value customers' needs to anticipate and prevent churn • Eliminating wastes and adopting value stream management Speakers: Steven Cotton, Director, Business Assurance Programs, TM Forum Abhay Kumar, APAC Marketing Strategy & Operations, Amdocs Management Limited Suet Yu, CEM, HKCSL George Chua, Vice President, Customer Analytics, Celcom Axiata Berhad

Speed Networking Session – Make the most out of the conference
Tuesday, November 27	11:10 - 11:15 am
To Be Confirmed, Watch this space for details

Morning Refreshments & Networking Break
Tuesday, November 27	11:15 - 11:45 am
To Be Confirmed, Watch this space for details

Keynote Presentation: The importance of the Group Chief Customer Officer
Tuesday, November 27	11:45 am - 12:15 pm
Speakers: Sandra DeZoysa, Group Chief Customer Officer, Dialog Axiata PLC • Exploring the role a Group Chief Customer Officer in businesses today • Examining the CEO's expectations of the Group Chief Customer Officer • Qualities and responsibilities required to shape the ever changing customer behavior • Developing strategic goals to match evolving technology and customer service demands Speakers: Sandra DeZoysa, Group Chief Customer Officer, Dialog Axiata PLC

Happy employees deliver happy customers
Tuesday, November 27	12:15 - 12:45 pm
Speakers: Sekhar Chakrabarty, Operations Director, Chartis Insurance • Realizing the key to a great customer experience are happy employees • How to motivate employees to provide the best customer service and upsell preferred services • Setting optimal KPIs, realistic targets and benchmarks for your employees • Developing a customer centric mindset with targets for recognition and growth Speakers: Sekhar Chakrabarty, Operations Director, Chartis Insurance

Managing the internal customer experience
Tuesday, November 27	12:45 - 1:10 pm
Speakers: Christopher May, VP Business Development, VisionOSS Ltd Kapil Singhal, Global Service Executive - Unified Communications; Global Infrastructure, Computer Sciences Corporation • Removing the complexities of aggregating, activating and managing new enterprise communication services • Securely supporting BYOD (Bring Your Own Device) and BYOA (Bring Your Own Application) • Results of successful enterprise communications Speakers: Christopher May, VP Business Development, VisionOSS Ltd Kapil Singhal, Global Service Executive - Unified Communications; Global Infrastructure, Computer Sciences Corporation

Lunch & Networking Break
Tuesday, November 27	1:10 - 2:10 pm
To Be Confirmed, Watch this space for details

Welcom Back Remarks
Tuesday, November 27	2:10 - 2:10 pm
Speakers: Robert Rich, Managing Director TM Forum Insights, TM Forum Speakers: Robert Rich, Managing Director TM Forum Insights, TM Forum

Controlling and Reducing Costs in CEM

Creating a customer centric culture to accelerate profitability
Tuesday, November 27	2:10 - 2:30 pm
Speakers: David Chin, Director, Customer Relations Management, Western Union Financial Services • Re-engineer your organization to focus on creating and sustaining a customer centric culture and drive profitable growth • Building a customer centric culture through technology, process improvement and automation, measurement, customer-facing staff engagement and rewards • Case Study: How a customer centric culture accelerates profitability Speakers: David Chin, Director, Customer Relations Management, Western Union Financial Services

The role of lean value stream management in transforming the customer's experience
Tuesday, November 27	2:30 - 3:00 pm
Speakers: Ahmad Nasri Mohamed, General Manager, Lean Transformation Programme, Telekom Malaysia Berhad (TM) • Case study: How Telekom Malaysia's Towards Operational Perfection (TOP) transformed end-to-end operations to deliver an outstanding customer service • Learn how TM combined lean management techniques with TM Forum’s Information Framework to deliver improvements in Customer Experience Management • Improvements and achievements from TOP project, including timeframe and costs involved in eliminating duplicate and redundant processes Speakers: Ahmad Nasri Mohamed, General Manager, Lean Transformation Programme, Telekom Malaysia Berhad (TM)

Enhancing customer loyalty to gain competitive advantage
Tuesday, November 27	3:00 - 3:30 pm
Speakers: Philip Joseph, Director, Customer Relations Management , Wataniya Telecom Maldives Private Limited • What makes customers loyal to your services? • Aligning products with customer needs to achieve loyalty and meet business objectives • Case study: How Wataniya Telecom Maldives gained competitive advantage with new customer loyalty strategies Speakers: Philip Joseph, Director, Customer Relations Management , Wataniya Telecom Maldives Private Limited

Afternoon Refreshments and Networking Break
Tuesday, November 27	3:30 - 4:00 pm
To Be Confirmed, Watch this space for details

Tapping into your customers' subconscious mind to seize new opportunities
Tuesday, November 27	4:00 - 4:30 pm
Speakers: Laurenz Koehler, Managing Partner, Duxton Consulting Desmond Chan, Research Director, Celcom Axiata Berhad • Understanding how your customers' subconscious mind influences business decisions • Discovering customers end to end emotional journey and complimentary market research • Customizing service package to suit specific customer segments Speakers: Laurenz Koehler, Managing Partner, Duxton Consulting Desmond Chan, Research Director, Celcom Axiata Berhad

How customer self-service can transform your margins
Tuesday, November 27	4:30 - 5:00 pm
Speakers: Graeme Pearcey, Customer Experience Lead, Asia Pacific, Microsoft Corporation • How to make your customer self-service portal effective, user-friendly and time efficient • The benefits of self service from the customers' perspective • Localization versus culturalization: How does it help your organization? • Achieving the right balance between customer experience and and cost reduction (cost to serve versus cost of sale) Speakers: Graeme Pearcey, Customer Experience Lead, Asia Pacific, Microsoft Corporation

Round Table Discussion: Maximizing profitability through data management and customer analytics
Tuesday, November 27	5:00 - 5:30 pm
Speakers: Robert Rich, Managing Director TM Forum Insights, TM Forum • Organizing and increasing data reliability to achieve accurate findings with customer analytics • Discovering how to retrieve and maintain clean data and a single view of the customer • Measuring profitability with customer analytics to reduce costs Speakers: Robert Rich, Managing Director TM Forum Insights, TM Forum

Chair’s closing remarks and end of conference day one
Tuesday, November 27	5:30 - 5:30 pm
To Be Confirmed, Watch this space for details

Conference day two: 28th November 2012

Welcome back on event day two remarks by the Chairman
Wednesday, November 28	9:00 - 9:10 am
Speakers: Robert Rich, Managing Director TM Forum Insights, TM Forum Speakers: Robert Rich, Managing Director TM Forum Insights, TM Forum

The Evolution of New Communication Channels and Technology

Understanding the rules of engagement in new media
Wednesday, November 28	9:10 - 9:40 am
Speakers: Alan Khi, Manager, Product Management, Technology and Innovation , AirAsia • What experience do online users expect from a brand? • What does it take to make casual online users become your salesperson? • How can you transform online negative feedback from customers into profitable sales? Speakers: Alan Khi, Manager, Product Management, Technology and Innovation , AirAsia

Keynote Presentation: Exploring the marketing evolution: Managing multi-channel communications
Wednesday, November 28	9:40 - 10:10 am
Speakers: Jason Lo, Chief Executive Officer, Tune Talk • Managing multi-channel communications – Which methods are relevant and suitable for business today? • Reducing costs with effective multi-channel communication management • Accommodating different formats for different channels when designing and managing campaigns • Beating complexities of tracking and analyzing multi-channel communications Speakers: Jason Lo, Chief Executive Officer, Tune Talk

Using SMS to create growth in sales and service opportunities
Wednesday, November 28	10:10 - 10:40 am
Speakers: Yoke Mei Au, Vice President, Customer Service Centre, Administration & Single Processing Orga, AXA Insurance • Inspiring ideas from customers to communicate via SMS • Uncovering untapped upselling and cross selling opportunities • Positive outcomes through customers feedback of SMS implementation Speakers: Yoke Mei Au, Vice President, Customer Service Centre, Administration & Single Processing Orga, AXA Insurance

Leveraging social media and a creative call avoidance strategy to provide great customer experience
Wednesday, November 28	10:40 - 11:10 am
Speakers: Ratna Kumar Nadarajan, Head of Operations, Maxis Broadband Sdn Bhd • Examining creative call avoidance strategies and social media benefits • Delivering great customer experience in the social media world • Monitoring and controlling costs to ensure ROI Speakers: Ratna Kumar Nadarajan, Head of Operations, Maxis Broadband Sdn Bhd

Speed Networking Session – Make the most out of the conference
Wednesday, November 28	11:10 - 11:15 am
To Be Confirmed, Watch this space for details

Morning refreshments and networking break
Wednesday, November 28	11:15 - 11:45 am
To Be Confirmed, Watch this space for details

Applying data anlytics to boost the customer experience
Wednesday, November 28	11:45 am - 12:15 pm
Speakers: Steven Cotton, Director, Business Assurance Programs, TM Forum Speakers: Steven Cotton, Director, Business Assurance Programs, TM Forum

Case study: How Telefónica Group improves customer experience for millions of mobile users
Wednesday, November 28	12:15 - 12:45 pm
Speakers: Philippe Leon, Director, OSS domain, HP Communications & Media Solutions, Hewlett-Packard Cayetano Cabarjo, Technology and Planning Director, Transport, core, service platforms and mobile devices, Telefonica Germany GmbH & Co. OHG • Extracting valuable customer intelligence out of huge amounts of data from disparate sources, including the OSS, probes and network elements • Gaining a deep understanding of the actual customer experience, in order to improve it • Resolving network- and service-quality problems more quickly and effectively Speakers: Philippe Leon, Director, OSS domain, HP Communications & Media Solutions, Hewlett-Packard Cayetano Cabarjo, Technology and Planning Director, Transport, core, service platforms and mobile devices, Telefonica Germany GmbH & Co. OHG

Improving customer loyalty service standards to drive profitability
Wednesday, November 28	12:45 - 1:10 pm
Speakers: Sebastian Barros, Head of Consulting OSSBSS South East Asia and Oceania, Ericsson Inc. • Overcoming barriers of saturated voice services: How can service providers evolve service offerings to reap profitability? • Implementing network and system modernization and transformation programs to capitalize on mobile broadband opportunities • Improving service levels without compromising profitability Speakers: Sebastian Barros, Head of Consulting OSSBSS South East Asia and Oceania, Ericsson Inc.

Lunch and Networking Break
Wednesday, November 28	1:10 - 2:10 pm
To Be Confirmed, Watch this space for details

Welcome back on event day two remarks by the Chairman
Wednesday, November 28	2:10 - 2:10 pm
Speakers: Tony Poulos, Market Strategist, TM Forum Speakers: Tony Poulos, Market Strategist, TM Forum

Synchronizing revenue assurance and customer experience: How does it work?
Wednesday, November 28	2:10 - 2:30 pm
Speakers: Tony Poulos, Market Strategist, TM Forum • Ensuring your revenue assurance objectives improve customer experience • Evolving from reactive revenue assurance to proactive revenue operations • Revenue assurance with TM Forum’s Frameworx: Creating a common language that drives profits? • Achieving seamless integration to use critical and analytical data for competitive advantage Speakers: Tony Poulos, Market Strategist, TM Forum

Successful CEM implementations to lead to profitable growth

Case Study: Operationalizing Customer Insights & Making the Customer Experience Target Scores as one of the 5 Corporate Key Imperative
Wednesday, November 28	2:30 - 3:00 pm
Speakers: Ambuj Mathur, Head Continual Service Improvement, Tata Communications Ltd • Interpreting the Voice of Customer & utilizing the results for defining corporate key imperative • @ Tata Communiations‘ experience as we try to move from current top quartile position to the 95th percentile: Early wins & challenges • Rationalising the 'in vogue', tried and tested very successful methods to achieve the paradigm shift • Adapt best customer experience practices & frameworks including the TM Forum's CEM Draft Maturity Model Speakers: Ambuj Mathur, Head Continual Service Improvement, Tata Communications Ltd

Panel Discussion: Improving Customer Lifecycle Value with ‘Customers as Assets’
Wednesday, November 28	3:00 - 3:30 pm
Speakers: Radhi Nouira, Vice President, Customer Engagement Excellence, Alcatel-Lucent Ambuj Mathur, Head Continual Service Improvement, Tata Communications Ltd Robert Rich, Managing Director TM Forum Insights, TM Forum Paulo Salome, CRM Director, ABS-CBN Corporation • Implementing customer analytics and Customer Lifecycle Value (CLV) to determine future profitability • Analyzing customer data to determine CLV • Key successful elements for implementing end-to-end customer analytics • Measuring profit momentum to achieve accurate forecasts during product development Speakers: Radhi Nouira, Vice President, Customer Engagement Excellence, Alcatel-Lucent Ambuj Mathur, Head Continual Service Improvement, Tata Communications Ltd Robert Rich, Managing Director TM Forum Insights, TM Forum Paulo Salome, CRM Director, ABS-CBN Corporation

Implementing TM Forum Frameworx to achieve business process automation and profitable growth
Wednesday, November 28	3:30 - 4:00 pm
Speakers: Kayo Ito, Senior Manager, NTT Group Keisuke Mitsuyasu, Manager, Customer Services Planning, NTT Group • Examining and assessing the untapped areas for potential profitable growth • Using the Business Process Framework to map out and execute improvements • Automating applications to reduce costs and errors and improve customer experience Speakers: Kayo Ito, Senior Manager, NTT Group Keisuke Mitsuyasu, Manager, Customer Services Planning, NTT Group

Afternoon Refreshments and Networking Break
Wednesday, November 28	4:00 - 4:30 pm
To Be Confirmed, Watch this space for details

Round Table Discussion: Capitalizing on customer experience in a hyper-competitive and ever changing landscape
Wednesday, November 28	4:30 - 5:00 pm
Speakers: Sebastian Barros, Head of Consulting OSSBSS South East Asia and Oceania, Ericsson Inc. • Setting a differentiation in your market with customer experience approaches • Coordinating internally and building a set of framework to ensure consistent service delivery in a hyper-competitive market • Identifying customer experience drivers to enable analysis and drive transformation Speakers: Sebastian Barros, Head of Consulting OSSBSS South East Asia and Oceania, Ericsson Inc.

The future of CEM Models
Wednesday, November 28	5:00 - 5:30 pm
Speakers: Paul Morrissey, Chief Strategy and Business Development Officer, Ventraq, Inc. • Preparing for future business changes with new CEM models to consistently achieve agility • Reinventing proven traditional CEM models to address future challenges • Customer satisfaction and retention is key to achieving agility: Structuring a customer focused model for CEM • Robust models in unique market segments and economies Speakers: Paul Morrissey, Chief Strategy and Business Development Officer, Ventraq, Inc.

Closing remarks by the Chairman and end of conference
Wednesday, November 28	5:30 - 5:35 pm
To Be Confirmed, Watch this space for details

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