The Keynote Perspectives program at TM Forum’s Customer Experience Management Summit 2012 explores how in today’s experience-driven market, a seamless and sustainable customer experience is vital. Customer experience goes beyond network coverage and adequate customer service; proactive retention of customers, sophisticated loyalty programs and mobile broadband performance for increased social media interaction, video and web browsing are all key elements.
MD TM Forum Insights
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.
Head of Corporate Strategy and Business Development
Globe Telecom Inc.
Gil Genio is head of Corporate Strategy and Business Development at Globe Telecom. He is also concurrently the head of International and Business Markets, which are the groups responsible for sales, relationships, marketing, products and support for Globe’s overseas Filipino and service provider customers, and for business customers from SMEs to the largest enterprises. He performs other legal entity functions for Globe such as CEO of subsidiaries Innove Communications and GTI Business Holdings. Among his previous jobs in Globe was Chief Financial Officer, followed by stints as group head for fixed networks, carrier services and business customers. Gil is a Managing Director at Ayala Corporation.
Before joining Globe and Ayala, Gil Genio had spent more than 11 years with Citibank in the Philippines, Singapore, Japan and Hong Kong, with stints in financial control, risk management, product development, audit and market risk management.
Gil obtained a Master’s in Business Management, graduating With Distinction, from the Asian Institute of Management. He holds a Bachelor of Science degree in Physics, magna cum laude, from the University of the Philippines. He is currently the Vice Chairman of GSMA AP.
Director Communications Industry Solution Group
Rohit Batra is a solution selling and architecture for business requirements and opportunities around Customer Experience and Cross Channel. Extensive experience in Program Management for several Tier-1 and Tier-2 BSS and OSS transformation projects in all areas including value based selling, solutions and architecture design, bid and proposal preparation, project management, implementation, migration and operations management.
Suharti Mohd Ali
Senior Vice President Celcom Axiata Berhad
- Currently engaged in a major BSS/OSS Transformation Programfor a Mobile giant
- Experienced Telco executive with over 30 years experience in the industry
- Program director, successfully delivered the largest systems transformation program at Telekom Malaysia
- Expert in architecting and managing next-generation Telco BSS/OSS/SDP solutions
- Dynamic leader managing and developing a division of 300+ IT staff
Sandra De Zoysa
Group Chief Customer Officer
Dialog Axiata PLC
Sandra De Zoysa has been a Customer Service Practitioner within the Mobile Industry for over 23 years. Sandra joined Dialog Axiata in 1997 and currently functions as the Group Chief Officer of Service Delivery of Dialog Axiata Group and a member of the Senior Management team, which defined and subsequently led the execution of Dialog’s “Vision of Leadership” – a position which Dialog successfully continues to hold within the Mobile Telecoms Domain for over a decade.
Jason Jonathan Lo
Chief Executive Officer (CEO)
Tune Talk Sdn Bhd
Jason joined Tune Talk Sdn Bhd in 2008 as the CEO. The company is an MVNO startup and provides voice, SMS and GPRS services to customers. The operation went live in August 2009 and has already made an impact on the Malaysian Telco industry with around 1 million subscriber activations within 10 months of launch. Lo’s responsibilities include negotiating the MVNO agreement with Celcom(the Mobile Network Operator who provides Tune Talk’s radio access network), building the channel, sales, marketing, product and customer care teams and rolling out the business. His focus is on achieving operational efficiency and customer satisfaction and to leverage on Tune Group’s potential as a major channel which includes AirAsia, Tune Hotels, and Tune Money amongst others. The company has ambitions to become a regional MVNO focused on the traveler and migration segments.