Business Driven Customer Experience
|
CE1
Wednesday, May 6
2:00 PM
- 3:30 PM
|
Business Driven Customer Experience
|   Summit Keynote: Building the Roadmap to Unified Communications
The presentation will then go into how BT sees the way new technologies arise, individualising services whilst still offering standard offers and the roadmap into Unified Communications. It will then look into the role that BT Onevoice has played as one of the key elements of Unified Communications and its current and planned main deliverables. This will be followed by how, in the current climate, BT uses its own services to manage costs effectively and how this is translated to customer.
Rik is globally responsible within the BT Global Services organisation for the marketing
strategy for BT Onevoice, one the core propositions in BT and key part of BT’s Unified Communications and Collaboration environment. He has a wide background in Telecommunications and IT services and has 15+ years experience in organisations as Philips, Ericsson, Digital Equipment, Global Crossing and BT. Rik has been involved in development of IT application services, groupware services, fixed mobile integration, voice/data convergence and partnerships. He fulfilled a number of different roles ranging from service to sales and business development. Rik is based in the Netherlands and has recently graduated from UC London as MSc in Telecommuncations Business
Integrated Customer & Service Centric Next Generation OSS at Vodafone D2
A case study which shows Vodafones approach to build an integrated NG OSS,
based on a fundament of modern concepts and technologies, to achieve an agile OSS architecture which enables an efficient Service & Customer centric operation. The presentation will walk the audience through Vodafone´s operational challenges and the conceptual approach taken to address them
Andreas is responsible for the Network and Service Management architecture at Vodafone D2 in Germany. He acts as an architectural consultant for all OSS projects at D2. He has been instrumental in implementing standards and technologies that add efficiencies and lower integration and maintenance costs. Prior to joining Vodafone, he was in charge of Intelligent Network and Service Management Systems at Mannesmann-Mobilfunk.
Business Driven Customer Experience Management
We are expanding the scope of Customer Experience Management to cover the customer’s whole life cycle from business management perspective, all the way from customer acquisition through service usage analysis to automated profiling and customer segmentation. We present a Blyk case study where we are utilizing existing infrastructure to analyze each customer’s behavior individually, and use that information to target new customer acquisition, to keep existing customers, to improve quality and to optimize service offering.
Anssi is the founder and CEO of Aito. He is a recognised expert of CEA and frequent speaker in industry events. He has a decade of global experience with Nokia and his track record spans over 30 successful OSS/BSS projects to operators. He holds MSc. from University of Jyväskylä.
Juha is responsible for the Analytics and Insight domain at Blyk - striving for excellence in utilising the data to develop Blyk Media. He joined the team in 2007 and has since been working in number of other areas as well, such as customer care and service experience. Before Blyk, Juha was business consultant at Andersen Consulting and Accenture. During his nine years in consulting Juha worked with communications and high tech industry clients in Europe and Asia.
|
CE1
Wednesday, May 6
2:00 PM
- 3:30 PM
|
Business Driven Customer Experience
| Summit Keynote: Building the Roadmap to Unified Communications
The presentation will then go into how BT sees the way new technologies arise, individualising services whilst still offering standard offers and the roadmap into Unified Communications. It will then look into the role that BT Onevoice has played as one of the key elements of Unified Communications and its current and planned main deliverables. This will be followed by how, in the current climate, BT uses its own services to manage costs effectively and how this is translated to customer.
Rik is globally responsible within the BT Global Services organisation for the marketing
strategy for BT Onevoice, one the core propositions in BT and key part of BT’s Unified Communications and Collaboration environment. He has a wide background in Telecommunications and IT services and has 15+ years experience in organisations as Philips, Ericsson, Digital Equipment, Global Crossing and BT. Rik has been involved in development of IT application services, groupware services, fixed mobile integration, voice/data convergence and partnerships. He fulfilled a number of different roles ranging from service to sales and business development. Rik is based in the Netherlands and has recently graduated from UC London as MSc in Telecommuncations Business
Integrated Customer & Service Centric Next Generation OSS at Vodafone D2
A case study which shows Vodafones approach to build an integrated NG OSS,
based on a fundament of modern concepts and technologies, to achieve an agile OSS architecture which enables an efficient Service & Customer centric operation. The presentation will walk the audience through Vodafone´s operational challenges and the conceptual approach taken to address them
Andreas is responsible for the Network and Service Management architecture at Vodafone D2 in Germany. He acts as an architectural consultant for all OSS projects at D2. He has been instrumental in implementing standards and technologies that add efficiencies and lower integration and maintenance costs. Prior to joining Vodafone, he was in charge of Intelligent Network and Service Management Systems at Mannesmann-Mobilfunk.
Business Driven Customer Experience Management
We are expanding the scope of Customer Experience Management to cover the customer’s whole life cycle from business management perspective, all the way from customer acquisition through service usage analysis to automated profiling and customer segmentation. We present a Blyk case study where we are utilizing existing infrastructure to analyze each customer’s behavior individually, and use that information to target new customer acquisition, to keep existing customers, to improve quality and to optimize service offering.
Anssi is the founder and CEO of Aito. He is a recognised expert of CEA and frequent speaker in industry events. He has a decade of global experience with Nokia and his track record spans over 30 successful OSS/BSS projects to operators. He holds MSc. from University of Jyväskylä.
Juha is responsible for the Analytics and Insight domain at Blyk - striving for excellence in utilising the data to develop Blyk Media. He joined the team in 2007 and has since been working in number of other areas as well, such as customer care and service experience. Before Blyk, Juha was business consultant at Andersen Consulting and Accenture. During his nine years in consulting Juha worked with communications and high tech industry clients in Europe and Asia.
|
CE1
Wednesday, May 6
2:00 PM
- 3:30 PM
|
Business Driven Customer Experience
| Summit Keynote: Building the Roadmap to Unified Communications
The presentation will then go into how BT sees the way new technologies arise, individualising services whilst still offering standard offers and the roadmap into Unified Communications. It will then look into the role that BT Onevoice has played as one of the key elements of Unified Communications and its current and planned main deliverables. This will be followed by how, in the current climate, BT uses its own services to manage costs effectively and how this is translated to customer.
Rik is globally responsible within the BT Global Services organisation for the marketing
strategy for BT Onevoice, one the core propositions in BT and key part of BT’s Unified Communications and Collaboration environment. He has a wide background in Telecommunications and IT services and has 15+ years experience in organisations as Philips, Ericsson, Digital Equipment, Global Crossing and BT. Rik has been involved in development of IT application services, groupware services, fixed mobile integration, voice/data convergence and partnerships. He fulfilled a number of different roles ranging from service to sales and business development. Rik is based in the Netherlands and has recently graduated from UC London as MSc in Telecommuncations Business
Integrated Customer & Service Centric Next Generation OSS at Vodafone D2
A case study which shows Vodafones approach to build an integrated NG OSS,
based on a fundament of modern concepts and technologies, to achieve an agile OSS architecture which enables an efficient Service & Customer centric operation. The presentation will walk the audience through Vodafone´s operational challenges and the conceptual approach taken to address them
Andreas is responsible for the Network and Service Management architecture at Vodafone D2 in Germany. He acts as an architectural consultant for all OSS projects at D2. He has been instrumental in implementing standards and technologies that add efficiencies and lower integration and maintenance costs. Prior to joining Vodafone, he was in charge of Intelligent Network and Service Management Systems at Mannesmann-Mobilfunk.
Business Driven Customer Experience Management
We are expanding the scope of Customer Experience Management to cover the customer’s whole life cycle from business management perspective, all the way from customer acquisition through service usage analysis to automated profiling and customer segmentation. We present a Blyk case study where we are utilizing existing infrastructure to analyze each customer’s behavior individually, and use that information to target new customer acquisition, to keep existing customers, to improve quality and to optimize service offering.
Anssi is the founder and CEO of Aito. He is a recognised expert of CEA and frequent speaker in industry events. He has a decade of global experience with Nokia and his track record spans over 30 successful OSS/BSS projects to operators. He holds MSc. from University of Jyväskylä.
Juha is responsible for the Analytics and Insight domain at Blyk - striving for excellence in utilising the data to develop Blyk Media. He joined the team in 2007 and has since been working in number of other areas as well, such as customer care and service experience. Before Blyk, Juha was business consultant at Andersen Consulting and Accenture. During his nine years in consulting Juha worked with communications and high tech industry clients in Europe and Asia.
|
CE1
Wednesday, May 6
2:00 PM
- 3:30 PM
|
Business Driven Customer Experience
| Summit Keynote: Building the Roadmap to Unified Communications
The presentation will then go into how BT sees the way new technologies arise, individualising services whilst still offering standard offers and the roadmap into Unified Communications. It will then look into the role that BT Onevoice has played as one of the key elements of Unified Communications and its current and planned main deliverables. This will be followed by how, in the current climate, BT uses its own services to manage costs effectively and how this is translated to customer.
Rik is globally responsible within the BT Global Services organisation for the marketing
strategy for BT Onevoice, one the core propositions in BT and key part of BT’s Unified Communications and Collaboration environment. He has a wide background in Telecommunications and IT services and has 15+ years experience in organisations as Philips, Ericsson, Digital Equipment, Global Crossing and BT. Rik has been involved in development of IT application services, groupware services, fixed mobile integration, voice/data convergence and partnerships. He fulfilled a number of different roles ranging from service to sales and business development. Rik is based in the Netherlands and has recently graduated from UC London as MSc in Telecommuncations Business
Integrated Customer & Service Centric Next Generation OSS at Vodafone D2
A case study which shows Vodafones approach to build an integrated NG OSS,
based on a fundament of modern concepts and technologies, to achieve an agile OSS architecture which enables an efficient Service & Customer centric operation. The presentation will walk the audience through Vodafone´s operational challenges and the conceptual approach taken to address them
Andreas is responsible for the Network and Service Management architecture at Vodafone D2 in Germany. He acts as an architectural consultant for all OSS projects at D2. He has been instrumental in implementing standards and technologies that add efficiencies and lower integration and maintenance costs. Prior to joining Vodafone, he was in charge of Intelligent Network and Service Management Systems at Mannesmann-Mobilfunk.
Business Driven Customer Experience Management
We are expanding the scope of Customer Experience Management to cover the customer’s whole life cycle from business management perspective, all the way from customer acquisition through service usage analysis to automated profiling and customer segmentation. We present a Blyk case study where we are utilizing existing infrastructure to analyze each customer’s behavior individually, and use that information to target new customer acquisition, to keep existing customers, to improve quality and to optimize service offering.
Anssi is the founder and CEO of Aito. He is a recognised expert of CEA and frequent speaker in industry events. He has a decade of global experience with Nokia and his track record spans over 30 successful OSS/BSS projects to operators. He holds MSc. from University of Jyväskylä.
Juha is responsible for the Analytics and Insight domain at Blyk - striving for excellence in utilising the data to develop Blyk Media. He joined the team in 2007 and has since been working in number of other areas as well, such as customer care and service experience. Before Blyk, Juha was business consultant at Andersen Consulting and Accenture. During his nine years in consulting Juha worked with communications and high tech industry clients in Europe and Asia.
| |
Service Quality Management Case Studies
Session Moderator
:
remove osi
Objective Systems Integrators,
VP Marketing and Sales
Randy Custeau begin_of_the_skype_highlighting end_of_the_skype_highlighting begin_of_the_skype_highlighting end_of_the_skype_highlighting begin_of_the_skype_highlighting end_of_the_skype_highlighting,OSI VP Marketing and Sales; TM Forum Advisory Council Member; and regular public speaker. Twenty years experience in the telecommunications market as both a service provider and as a telecom software supplier, primarily in operations support systems (OSS) and business support systems (BSS) .
|
CE3
Wednesday, May 6
4:00 PM
- 5:30 PM
|
Service Quality Management Case Studies
| Empowering Service Operation through SOA and Mashups
Telecom Italia has a program of improving Service Operation through SOA and the use of Mashups. An SOA enabled IT Platform provides web services exposition and management, while a Mashup platform enables ‘no developer’ Operation people to self-create simple applications and share these applications in a way that empowers them to improve their effectiveness in serving the customer. The presentation will provide details on the SOA and Mashup solution and will clarify the relevant benefits to the audience.
Andrea Pinnola is responsible for the Business Process & SOA Project in the IT Innovation Department of Telecom Italia. Responsible for Systems Integration projects of the Telecom Italia OSS Broadband Platform, TMF Award winner in 2003, and Research Projects in the Service and Network Assurance Area, currently he focuses on SOA Implementation and the application of Web 2.0 and Mashup technologies to the Enterprise.
Anna Caruso is SOA Architect within the IT Architecture Department of Telecom Italia. She started as Network Inventory developer, then worked in the TI international operation as Requirement Engineer of the Data Base Layer and Common Information Model in Spain, and has been involved in the TIM ESB Project. Currently focused on the SOA IT Architecture Evolution and Guidelines, she is supporting the SOA Solution for application of Mashup technologies to TI.
How to Deliver 100% OSS and Network Availability in an Extremely Flexible and Fast Business: An Example from the UEFA Euro 2008
During the UEFA EURO 2008™, Swisscom had the official task to provide IT and telecom Services. We are showing the ways how Swisscom managed the infrastructure, provided 24x7 service operations and provided end to end visibility of the agreed services. The biggest challenge that had to be addressed was to provide 100% network and OSS availability. Flexibility to adapt to customer requirements and a fast implementation time were the key to the success. The requirements were met, by using EMC Smarts as a management tool.
Adrian Dietrich has a strong technical background and is Senior Application Engineer at Swisscom. In this role he is technical project leader for Swisscom projects such as the UEFA Euro 2008 where he was responsible for the network management systems.
Michael Woduschegg is running the Channels and Alliances at EMC for Central and Eastern Europe. Prior to this role he was working in various Channel, Pre-Sales and Consulting in the Systems and Network Management area as well as Service Management at InfoVista, 3Com and Newbridge Networks.
Accelerating Complex Service Delivery over BT's RealTime Customer Self Service Network: from Six Days to Six Minutes
Speed to market; getting it right the first time; and order fulfillment in minutes, not days are the keys to being No. 1 for customer experience. Using an innovative combination of customer experience re-engineering, a SOA-based platform strategy leveraging COTS applications and customer-centric agile delivery approach, this session outlines how BT delivered a new MPLS/VPN self-service network product in nine months from concept to market as part of BT’s 21st Century Network programme.
Simon Hollins has been part of BT Global Services' Senior Management Team for five years, initially as the CIO of BT Syntegra. Simon has had a number of other senior roles at BT, including leading the first hothouse-led Customer Experience delivery programme in BTGS and running BT Design's 1000 strong consulting unit. Most recently Simon has been the Director of the £750m BTGS Global Systems Transformation programme, which grew in part out of the pioneering self-service work Simon initiated as CIO of the BT RealTime technology incubator. Prior to joining BT, Simon held global CIO roles at PA Consulting, J. Walter Thompson and ICO.
In his role, Leonard is responsible for the positioning of Oracle’s Service Fulfillment solutions into communications providers on a global basis.
Prior to Oracle, Leonard held positions with MetaSolv Software as Director of Provisioning Solutions and with Nortel and Architel Systems as the Portfolio Director for Service Provisioning where he managed the business and associated product direction of the portfolio.
|
CE3
Wednesday, May 6
4:00 PM
- 5:30 PM
|
Service Quality Management Case Studies
| Empowering Service Operation through SOA and Mashups
Telecom Italia has a program of improving Service Operation through SOA and the use of Mashups. An SOA enabled IT Platform provides web services exposition and management, while a Mashup platform enables ‘no developer’ Operation people to self-create simple applications and share these applications in a way that empowers them to improve their effectiveness in serving the customer. The presentation will provide details on the SOA and Mashup solution and will clarify the relevant benefits to the audience.
Andrea Pinnola is responsible for the Business Process & SOA Project in the IT Innovation Department of Telecom Italia. Responsible for Systems Integration projects of the Telecom Italia OSS Broadband Platform, TMF Award winner in 2003, and Research Projects in the Service and Network Assurance Area, currently he focuses on SOA Implementation and the application of Web 2.0 and Mashup technologies to the Enterprise.
Anna Caruso is SOA Architect within the IT Architecture Department of Telecom Italia. She started as Network Inventory developer, then worked in the TI international operation as Requirement Engineer of the Data Base Layer and Common Information Model in Spain, and has been involved in the TIM ESB Project. Currently focused on the SOA IT Architecture Evolution and Guidelines, she is supporting the SOA Solution for application of Mashup technologies to TI.
How to Deliver 100% OSS and Network Availability in an Extremely Flexible and Fast Business: An Example from the UEFA Euro 2008
During the UEFA EURO 2008™, Swisscom had the official task to provide IT and telecom Services. We are showing the ways how Swisscom managed the infrastructure, provided 24x7 service operations and provided end to end visibility of the agreed services. The biggest challenge that had to be addressed was to provide 100% network and OSS availability. Flexibility to adapt to customer requirements and a fast implementation time were the key to the success. The requirements were met, by using EMC Smarts as a management tool.
Adrian Dietrich has a strong technical background and is Senior Application Engineer at Swisscom. In this role he is technical project leader for Swisscom projects such as the UEFA Euro 2008 where he was responsible for the network management systems.
Michael Woduschegg is running the Channels and Alliances at EMC for Central and Eastern Europe. Prior to this role he was working in various Channel, Pre-Sales and Consulting in the Systems and Network Management area as well as Service Management at InfoVista, 3Com and Newbridge Networks.
Accelerating Complex Service Delivery over BT's RealTime Customer Self Service Network: from Six Days to Six Minutes
Speed to market; getting it right the first time; and order fulfillment in minutes, not days are the keys to being No. 1 for customer experience. Using an innovative combination of customer experience re-engineering, a SOA-based platform strategy leveraging COTS applications and customer-centric agile delivery approach, this session outlines how BT delivered a new MPLS/VPN self-service network product in nine months from concept to market as part of BT’s 21st Century Network programme.
Simon Hollins has been part of BT Global Services' Senior Management Team for five years, initially as the CIO of BT Syntegra. Simon has had a number of other senior roles at BT, including leading the first hothouse-led Customer Experience delivery programme in BTGS and running BT Design's 1000 strong consulting unit. Most recently Simon has been the Director of the £750m BTGS Global Systems Transformation programme, which grew in part out of the pioneering self-service work Simon initiated as CIO of the BT RealTime technology incubator. Prior to joining BT, Simon held global CIO roles at PA Consulting, J. Walter Thompson and ICO.
In his role, Leonard is responsible for the positioning of Oracle’s Service Fulfillment solutions into communications providers on a global basis.
Prior to Oracle, Leonard held positions with MetaSolv Software as Director of Provisioning Solutions and with Nortel and Architel Systems as the Portfolio Director for Service Provisioning where he managed the business and associated product direction of the portfolio.
|
CE3
Wednesday, May 6
4:00 PM
- 5:30 PM
|
Service Quality Management Case Studies
| Empowering Service Operation through SOA and Mashups
Telecom Italia has a program of improving Service Operation through SOA and the use of Mashups. An SOA enabled IT Platform provides web services exposition and management, while a Mashup platform enables ‘no developer’ Operation people to self-create simple applications and share these applications in a way that empowers them to improve their effectiveness in serving the customer. The presentation will provide details on the SOA and Mashup solution and will clarify the relevant benefits to the audience.
Andrea Pinnola is responsible for the Business Process & SOA Project in the IT Innovation Department of Telecom Italia. Responsible for Systems Integration projects of the Telecom Italia OSS Broadband Platform, TMF Award winner in 2003, and Research Projects in the Service and Network Assurance Area, currently he focuses on SOA Implementation and the application of Web 2.0 and Mashup technologies to the Enterprise.
Anna Caruso is SOA Architect within the IT Architecture Department of Telecom Italia. She started as Network Inventory developer, then worked in the TI international operation as Requirement Engineer of the Data Base Layer and Common Information Model in Spain, and has been involved in the TIM ESB Project. Currently focused on the SOA IT Architecture Evolution and Guidelines, she is supporting the SOA Solution for application of Mashup technologies to TI.
How to Deliver 100% OSS and Network Availability in an Extremely Flexible and Fast Business: An Example from the UEFA Euro 2008
During the UEFA EURO 2008™, Swisscom had the official task to provide IT and telecom Services. We are showing the ways how Swisscom managed the infrastructure, provided 24x7 service operations and provided end to end visibility of the agreed services. The biggest challenge that had to be addressed was to provide 100% network and OSS availability. Flexibility to adapt to customer requirements and a fast implementation time were the key to the success. The requirements were met, by using EMC Smarts as a management tool.
Adrian Dietrich has a strong technical background and is Senior Application Engineer at Swisscom. In this role he is technical project leader for Swisscom projects such as the UEFA Euro 2008 where he was responsible for the network management systems.
Michael Woduschegg is running the Channels and Alliances at EMC for Central and Eastern Europe. Prior to this role he was working in various Channel, Pre-Sales and Consulting in the Systems and Network Management area as well as Service Management at InfoVista, 3Com and Newbridge Networks.
Accelerating Complex Service Delivery over BT's RealTime Customer Self Service Network: from Six Days to Six Minutes
Speed to market; getting it right the first time; and order fulfillment in minutes, not days are the keys to being No. 1 for customer experience. Using an innovative combination of customer experience re-engineering, a SOA-based platform strategy leveraging COTS applications and customer-centric agile delivery approach, this session outlines how BT delivered a new MPLS/VPN self-service network product in nine months from concept to market as part of BT’s 21st Century Network programme.
Simon Hollins has been part of BT Global Services' Senior Management Team for five years, initially as the CIO of BT Syntegra. Simon has had a number of other senior roles at BT, including leading the first hothouse-led Customer Experience delivery programme in BTGS and running BT Design's 1000 strong consulting unit. Most recently Simon has been the Director of the £750m BTGS Global Systems Transformation programme, which grew in part out of the pioneering self-service work Simon initiated as CIO of the BT RealTime technology incubator. Prior to joining BT, Simon held global CIO roles at PA Consulting, J. Walter Thompson and ICO.
In his role, Leonard is responsible for the positioning of Oracle’s Service Fulfillment solutions into communications providers on a global basis.
Prior to Oracle, Leonard held positions with MetaSolv Software as Director of Provisioning Solutions and with Nortel and Architel Systems as the Portfolio Director for Service Provisioning where he managed the business and associated product direction of the portfolio.
|
CE3
Wednesday, May 6
4:00 PM
- 5:30 PM
|
Service Quality Management Case Studies
| Empowering Service Operation through SOA and Mashups
Telecom Italia has a program of improving Service Operation through SOA and the use of Mashups. An SOA enabled IT Platform provides web services exposition and management, while a Mashup platform enables ‘no developer’ Operation people to self-create simple applications and share these applications in a way that empowers them to improve their effectiveness in serving the customer. The presentation will provide details on the SOA and Mashup solution and will clarify the relevant benefits to the audience.
Andrea Pinnola is responsible for the Business Process & SOA Project in the IT Innovation Department of Telecom Italia. Responsible for Systems Integration projects of the Telecom Italia OSS Broadband Platform, TMF Award winner in 2003, and Research Projects in the Service and Network Assurance Area, currently he focuses on SOA Implementation and the application of Web 2.0 and Mashup technologies to the Enterprise.
Anna Caruso is SOA Architect within the IT Architecture Department of Telecom Italia. She started as Network Inventory developer, then worked in the TI international operation as Requirement Engineer of the Data Base Layer and Common Information Model in Spain, and has been involved in the TIM ESB Project. Currently focused on the SOA IT Architecture Evolution and Guidelines, she is supporting the SOA Solution for application of Mashup technologies to TI.
How to Deliver 100% OSS and Network Availability in an Extremely Flexible and Fast Business: An Example from the UEFA Euro 2008
During the UEFA EURO 2008™, Swisscom had the official task to provide IT and telecom Services. We are showing the ways how Swisscom managed the infrastructure, provided 24x7 service operations and provided end to end visibility of the agreed services. The biggest challenge that had to be addressed was to provide 100% network and OSS availability. Flexibility to adapt to customer requirements and a fast implementation time were the key to the success. The requirements were met, by using EMC Smarts as a management tool.
Adrian Dietrich has a strong technical background and is Senior Application Engineer at Swisscom. In this role he is technical project leader for Swisscom projects such as the UEFA Euro 2008 where he was responsible for the network management systems.
Michael Woduschegg is running the Channels and Alliances at EMC for Central and Eastern Europe. Prior to this role he was working in various Channel, Pre-Sales and Consulting in the Systems and Network Management area as well as Service Management at InfoVista, 3Com and Newbridge Networks.
Accelerating Complex Service Delivery over BT's RealTime Customer Self Service Network: from Six Days to Six Minutes
Speed to market; getting it right the first time; and order fulfillment in minutes, not days are the keys to being No. 1 for customer experience. Using an innovative combination of customer experience re-engineering, a SOA-based platform strategy leveraging COTS applications and customer-centric agile delivery approach, this session outlines how BT delivered a new MPLS/VPN self-service network product in nine months from concept to market as part of BT’s 21st Century Network programme.
Simon Hollins has been part of BT Global Services' Senior Management Team for five years, initially as the CIO of BT Syntegra. Simon has had a number of other senior roles at BT, including leading the first hothouse-led Customer Experience delivery programme in BTGS and running BT Design's 1000 strong consulting unit. Most recently Simon has been the Director of the £750m BTGS Global Systems Transformation programme, which grew in part out of the pioneering self-service work Simon initiated as CIO of the BT RealTime technology incubator. Prior to joining BT, Simon held global CIO roles at PA Consulting, J. Walter Thompson and ICO.
In his role, Leonard is responsible for the positioning of Oracle’s Service Fulfillment solutions into communications providers on a global basis.
Prior to Oracle, Leonard held positions with MetaSolv Software as Director of Provisioning Solutions and with Nortel and Architel Systems as the Portfolio Director for Service Provisioning where he managed the business and associated product direction of the portfolio.
|
CE3
Wednesday, May 6
4:00 PM
- 5:30 PM
|
Service Quality Management Case Studies
| Empowering Service Operation through SOA and Mashups
Telecom Italia has a program of improving Service Operation through SOA and the use of Mashups. An SOA enabled IT Platform provides web services exposition and management, while a Mashup platform enables ‘no developer’ Operation people to self-create simple applications and share these applications in a way that empowers them to improve their effectiveness in serving the customer. The presentation will provide details on the SOA and Mashup solution and will clarify the relevant benefits to the audience.
Andrea Pinnola is responsible for the Business Process & SOA Project in the IT Innovation Department of Telecom Italia. Responsible for Systems Integration projects of the Telecom Italia OSS Broadband Platform, TMF Award winner in 2003, and Research Projects in the Service and Network Assurance Area, currently he focuses on SOA Implementation and the application of Web 2.0 and Mashup technologies to the Enterprise.
Anna Caruso is SOA Architect within the IT Architecture Department of Telecom Italia. She started as Network Inventory developer, then worked in the TI international operation as Requirement Engineer of the Data Base Layer and Common Information Model in Spain, and has been involved in the TIM ESB Project. Currently focused on the SOA IT Architecture Evolution and Guidelines, she is supporting the SOA Solution for application of Mashup technologies to TI.
How to Deliver 100% OSS and Network Availability in an Extremely Flexible and Fast Business: An Example from the UEFA Euro 2008
During the UEFA EURO 2008™, Swisscom had the official task to provide IT and telecom Services. We are showing the ways how Swisscom managed the infrastructure, provided 24x7 service operations and provided end to end visibility of the agreed services. The biggest challenge that had to be addressed was to provide 100% network and OSS availability. Flexibility to adapt to customer requirements and a fast implementation time were the key to the success. The requirements were met, by using EMC Smarts as a management tool.
Adrian Dietrich has a strong technical background and is Senior Application Engineer at Swisscom. In this role he is technical project leader for Swisscom projects such as the UEFA Euro 2008 where he was responsible for the network management systems.
Michael Woduschegg is running the Channels and Alliances at EMC for Central and Eastern Europe. Prior to this role he was working in various Channel, Pre-Sales and Consulting in the Systems and Network Management area as well as Service Management at InfoVista, 3Com and Newbridge Networks.
Accelerating Complex Service Delivery over BT's RealTime Customer Self Service Network: from Six Days to Six Minutes
Speed to market; getting it right the first time; and order fulfillment in minutes, not days are the keys to being No. 1 for customer experience. Using an innovative combination of customer experience re-engineering, a SOA-based platform strategy leveraging COTS applications and customer-centric agile delivery approach, this session outlines how BT delivered a new MPLS/VPN self-service network product in nine months from concept to market as part of BT’s 21st Century Network programme.
Simon Hollins has been part of BT Global Services' Senior Management Team for five years, initially as the CIO of BT Syntegra. Simon has had a number of other senior roles at BT, including leading the first hothouse-led Customer Experience delivery programme in BTGS and running BT Design's 1000 strong consulting unit. Most recently Simon has been the Director of the £750m BTGS Global Systems Transformation programme, which grew in part out of the pioneering self-service work Simon initiated as CIO of the BT RealTime technology incubator. Prior to joining BT, Simon held global CIO roles at PA Consulting, J. Walter Thompson and ICO.
In his role, Leonard is responsible for the positioning of Oracle’s Service Fulfillment solutions into communications providers on a global basis.
Prior to Oracle, Leonard held positions with MetaSolv Software as Director of Provisioning Solutions and with Nortel and Architel Systems as the Portfolio Director for Service Provisioning where he managed the business and associated product direction of the portfolio.
|
CE3
Wednesday, May 6
4:00 PM
- 5:30 PM
|
Service Quality Management Case Studies
| Empowering Service Operation through SOA and Mashups
Telecom Italia has a program of improving Service Operation through SOA and the use of Mashups. An SOA enabled IT Platform provides web services exposition and management, while a Mashup platform enables ‘no developer’ Operation people to self-create simple applications and share these applications in a way that empowers them to improve their effectiveness in serving the customer. The presentation will provide details on the SOA and Mashup solution and will clarify the relevant benefits to the audience.
Andrea Pinnola is responsible for the Business Process & SOA Project in the IT Innovation Department of Telecom Italia. Responsible for Systems Integration projects of the Telecom Italia OSS Broadband Platform, TMF Award winner in 2003, and Research Projects in the Service and Network Assurance Area, currently he focuses on SOA Implementation and the application of Web 2.0 and Mashup technologies to the Enterprise.
Anna Caruso is SOA Architect within the IT Architecture Department of Telecom Italia. She started as Network Inventory developer, then worked in the TI international operation as Requirement Engineer of the Data Base Layer and Common Information Model in Spain, and has been involved in the TIM ESB Project. Currently focused on the SOA IT Architecture Evolution and Guidelines, she is supporting the SOA Solution for application of Mashup technologies to TI.
How to Deliver 100% OSS and Network Availability in an Extremely Flexible and Fast Business: An Example from the UEFA Euro 2008
During the UEFA EURO 2008™, Swisscom had the official task to provide IT and telecom Services. We are showing the ways how Swisscom managed the infrastructure, provided 24x7 service operations and provided end to end visibility of the agreed services. The biggest challenge that had to be addressed was to provide 100% network and OSS availability. Flexibility to adapt to customer requirements and a fast implementation time were the key to the success. The requirements were met, by using EMC Smarts as a management tool.
Adrian Dietrich has a strong technical background and is Senior Application Engineer at Swisscom. In this role he is technical project leader for Swisscom projects such as the UEFA Euro 2008 where he was responsible for the network management systems.
Michael Woduschegg is running the Channels and Alliances at EMC for Central and Eastern Europe. Prior to this role he was working in various Channel, Pre-Sales and Consulting in the Systems and Network Management area as well as Service Management at InfoVista, 3Com and Newbridge Networks.
Accelerating Complex Service Delivery over BT's RealTime Customer Self Service Network: from Six Days to Six Minutes
Speed to market; getting it right the first time; and order fulfillment in minutes, not days are the keys to being No. 1 for customer experience. Using an innovative combination of customer experience re-engineering, a SOA-based platform strategy leveraging COTS applications and customer-centric agile delivery approach, this session outlines how BT delivered a new MPLS/VPN self-service network product in nine months from concept to market as part of BT’s 21st Century Network programme.
Simon Hollins has been part of BT Global Services' Senior Management Team for five years, initially as the CIO of BT Syntegra. Simon has had a number of other senior roles at BT, including leading the first hothouse-led Customer Experience delivery programme in BTGS and running BT Design's 1000 strong consulting unit. Most recently Simon has been the Director of the £750m BTGS Global Systems Transformation programme, which grew in part out of the pioneering self-service work Simon initiated as CIO of the BT RealTime technology incubator. Prior to joining BT, Simon held global CIO roles at PA Consulting, J. Walter Thompson and ICO.
In his role, Leonard is responsible for the positioning of Oracle’s Service Fulfillment solutions into communications providers on a global basis.
Prior to Oracle, Leonard held positions with MetaSolv Software as Director of Provisioning Solutions and with Nortel and Architel Systems as the Portfolio Director for Service Provisioning where he managed the business and associated product direction of the portfolio.
| |
Customer Experience Case Studies
Session Moderator
:
Cassandra Millhouse
Amdocs Management Limited,
VP OSS Division
Cassandra Millhouse is Product Marketing Director for Amdocs OSS Division. Millhouse’s 17 years of international software industry experience includes software design and development, consulting, strategy and marketing. She has been a frequent speaker at industry events and regular contributor to industry journals. Before joining Amdocs OSS Division, Millhouse was Ovum’s lead analyst covering the customer relationship management market. She holds a Bachelor of Science degree in Information Technology (Honours 1) from the University of New South Wales, and is currently completing her Masters degree at the University of Sydney.
|
CE4
Thursday, May 7
9:00 AM
- 10:30 AM
|
Customer Experience Case Studies
| Summit Keynote: Next Generation Business CRM Program in Telecom Italia
The presentation outlines the strategic Program of Telecom Italia for “Next Generation CRM” for business customers segment, showing both the business drivers (fixed/mobile convergence, go-to-market acceleration and customer satisfaction improvement) and the technical drivers (service innovation and IT efficiency).
The Program benefits from the TMF artifacts: eTOM framework process categorization (the new CRM will span from account management to sales&order management and customer interaction), TNA guidelines and SOA implementations, SID information integration framework adoption.
High business complexity guided the risk identification analysis and risk mitigation strategy that are described, in order to maximize business continuity, targeting zero impacts on customers.
Danilo gets a Honour degree in Engineering in 1992 at the Polytechnic of Ancona (Italy), then joins Andersen Consulting (Accenture) in the Media and Telecom Industry Group. He participated in several IT projects on CRM, Billing, DWH and Credit Management in major media and telecom companies in particular in Italy, with increasing responsibilities.
In 2001 he joined Telecom Italia as IT Demand manager for the wireline BU. From 2004 he covered several executive roles inside IT departments and today he is responsible for the Sell-to-Delivery Engineering (CRM, Sales, Business Intelligence, Service Delivery and Activation) reporting directly to the CIO.
Summit Keynote: Cyta: Managing the Journey from Fulfilling Subscriber Requests to Offering Excellent Customer Experience
Cyprus Telecom’s monopoly, in 1999, has been turned into a highly competitive environment in 2009. Nowadays, excellent customer experience seems to be the greatest challenge. Despite our strong brand, factors like technology, price, availability etc. are not enough any more, to differentiate us from competitors.
How Cyta is managing this journey? How the EFQM Excellence Model implementation, effect to that? How the quote: “It is the greatest of all mistakes, to do nothing because you can only do little” has gone into life…
Georgios Christodoulou is working at the Cyprus leading telecom organisation, Cyta, since 1997. He is responsible for the Retail Market Customer Service in one of the five districts of Cyprus, as regional Head. Before that, he was for some years in a similar position serving the business market sector. In parallel, he is highly and practically involved, with Excellence and Quality issues. Georgios is an EFQM Excellence Award assessor since 2003 (Assessment Team Leader since 2005) and ISO9000 Lead Auditor. Academically he is an engineer (BEng, Brunel University-1993 and MSc, Surrey University-1994).
|
CE4
Thursday, May 7
9:00 AM
- 10:30 AM
|
Customer Experience Case Studies
| Summit Keynote: Next Generation Business CRM Program in Telecom Italia
The presentation outlines the strategic Program of Telecom Italia for “Next Generation CRM” for business customers segment, showing both the business drivers (fixed/mobile convergence, go-to-market acceleration and customer satisfaction improvement) and the technical drivers (service innovation and IT efficiency).
The Program benefits from the TMF artifacts: eTOM framework process categorization (the new CRM will span from account management to sales&order management and customer interaction), TNA guidelines and SOA implementations, SID information integration framework adoption.
High business complexity guided the risk identification analysis and risk mitigation strategy that are described, in order to maximize business continuity, targeting zero impacts on customers.
Danilo gets a Honour degree in Engineering in 1992 at the Polytechnic of Ancona (Italy), then joins Andersen Consulting (Accenture) in the Media and Telecom Industry Group. He participated in several IT projects on CRM, Billing, DWH and Credit Management in major media and telecom companies in particular in Italy, with increasing responsibilities.
In 2001 he joined Telecom Italia as IT Demand manager for the wireline BU. From 2004 he covered several executive roles inside IT departments and today he is responsible for the Sell-to-Delivery Engineering (CRM, Sales, Business Intelligence, Service Delivery and Activation) reporting directly to the CIO.
Summit Keynote: Cyta: Managing the Journey from Fulfilling Subscriber Requests to Offering Excellent Customer Experience
Cyprus Telecom’s monopoly, in 1999, has been turned into a highly competitive environment in 2009. Nowadays, excellent customer experience seems to be the greatest challenge. Despite our strong brand, factors like technology, price, availability etc. are not enough any more, to differentiate us from competitors.
How Cyta is managing this journey? How the EFQM Excellence Model implementation, effect to that? How the quote: “It is the greatest of all mistakes, to do nothing because you can only do little” has gone into life…
Georgios Christodoulou is working at the Cyprus leading telecom organisation, Cyta, since 1997. He is responsible for the Retail Market Customer Service in one of the five districts of Cyprus, as regional Head. Before that, he was for some years in a similar position serving the business market sector. In parallel, he is highly and practically involved, with Excellence and Quality issues. Georgios is an EFQM Excellence Award assessor since 2003 (Assessment Team Leader since 2005) and ISO9000 Lead Auditor. Academically he is an engineer (BEng, Brunel University-1993 and MSc, Surrey University-1994).
|
CE4
Thursday, May 7
9:00 AM
- 10:30 AM
|
Customer Experience Case Studies
| Summit Keynote: Next Generation Business CRM Program in Telecom Italia
The presentation outlines the strategic Program of Telecom Italia for “Next Generation CRM” for business customers segment, showing both the business drivers (fixed/mobile convergence, go-to-market acceleration and customer satisfaction improvement) and the technical drivers (service innovation and IT efficiency).
The Program benefits from the TMF artifacts: eTOM framework process categorization (the new CRM will span from account management to sales&order management and customer interaction), TNA guidelines and SOA implementations, SID information integration framework adoption.
High business complexity guided the risk identification analysis and risk mitigation strategy that are described, in order to maximize business continuity, targeting zero impacts on customers.
Danilo gets a Honour degree in Engineering in 1992 at the Polytechnic of Ancona (Italy), then joins Andersen Consulting (Accenture) in the Media and Telecom Industry Group. He participated in several IT projects on CRM, Billing, DWH and Credit Management in major media and telecom companies in particular in Italy, with increasing responsibilities.
In 2001 he joined Telecom Italia as IT Demand manager for the wireline BU. From 2004 he covered several executive roles inside IT departments and today he is responsible for the Sell-to-Delivery Engineering (CRM, Sales, Business Intelligence, Service Delivery and Activation) reporting directly to the CIO.
Summit Keynote: Cyta: Managing the Journey from Fulfilling Subscriber Requests to Offering Excellent Customer Experience
Cyprus Telecom’s monopoly, in 1999, has been turned into a highly competitive environment in 2009. Nowadays, excellent customer experience seems to be the greatest challenge. Despite our strong brand, factors like technology, price, availability etc. are not enough any more, to differentiate us from competitors.
How Cyta is managing this journey? How the EFQM Excellence Model implementation, effect to that? How the quote: “It is the greatest of all mistakes, to do nothing because you can only do little” has gone into life…
Georgios Christodoulou is working at the Cyprus leading telecom organisation, Cyta, since 1997. He is responsible for the Retail Market Customer Service in one of the five districts of Cyprus, as regional Head. Before that, he was for some years in a similar position serving the business market sector. In parallel, he is highly and practically involved, with Excellence and Quality issues. Georgios is an EFQM Excellence Award assessor since 2003 (Assessment Team Leader since 2005) and ISO9000 Lead Auditor. Academically he is an engineer (BEng, Brunel University-1993 and MSc, Surrey University-1994).
| |
Transforming Customer Experience
Session Moderator
:
Richard Arthur
Hewlett-Packard,
Solution Marketing Manager
Richard Arthur has enjoyed the last two decades of the wild ride that has been the communications industry since deregulation. He is currently leading Business Transformation Marketing in HP’s Communication and Media Solutions business unit. This role embraces transformative telecom solutions including telecom cloud services, outsourcing, solution lifecycle services, OSS/BSS and network platforms.
Arthur has been a long-standing participant in the TeleManagement Forum, and other bodies, serving as Marketing Committee member, Board Member, and document editor in his many years of participation.
|
CE6
Thursday, May 7
11:00 AM
- 12:30 PM
|
Transforming Customer Experience
| An Interview With Erwan Menard: “Transforming Customer Experience”
Erwan Menard, Vice President & General Manager, HP Communications & Media Solutions Business, leads a global organization dedicated to the creation and delivery of services and software rich solutions including Customer Intelligence and Billing, NGOSS, Service Delivery Infrastructure & Applications, and Digital Media solutions.
This interview will address Communications Service Provider challenges in maintaining both best in class cost structures and service innovation. We will discuss what service providers need and what suppliers can bring in terms of tools and expertise to address these equally critical market demands, ultimately transforming the customer experience.
Erwan Ménard is vice president and general manager of the Communications & Media Solutions Business Unit at Hewlett-Packard Company.
The business unit provides services- and software-rich solutions to Communications & Media companies, combining both HP’s consulting & services and specialized software assets. HP solutions are the driving force behind many of today's most innovative communications and media services. Erwan has overall business accountability, including sales, consulting & services delivery, product & solutions portfolio management, marketing, strategy, R&D and support.
Prior to holding this position, Erwan was President Global Support, Alcatel-Lucent Convergence Business Group, in charge of worldwide operations and based in Belgium. Prior to the Alcatel-Lucent merger end 2006, he held various management positions at Alcatel all across the customer business cycle (sales support, marketing, program management), notably taking assignments in Malaysia and the USA. In 2004, he was appointed Vice President North America for the Alcatel Mobile Communications Group, establishing Alcatel’s Mobile Communications presence in the context of the acquisition of Spatial Wireless.
Erwan holds a master of science from Télécom Sud Paris (Institut National des Télécommunications), France.
Erwan is married with three children and currently lives near Paris. He enjoys sailing and playing music.
The Customer Experience Approach at Tata Communications
Although proactive operations is a buzz-word today, ensuring effective implementation is an art. It demands the proper definition of business rules to drive the right application of technology. This is key to ensuring an optimal load on the service teams. It can provide significant benefits in the customer fulfillment, assurance and billing domains as well as operational readiness. Pro-active support can be brought about by the integration of service fulfillment, assurance and billing systems. TCL is actively pursuing a proactive operations agenda in phases. With the ability to provide a customer advance information of a fault to upselling and billing information based actions, it is only left to the ingenuity of the product and sales team to think up new ways of exceeding the customer expectations.
Mounir is Director of Business Solutions Group and Chief Enterprise Architect at Tata Communications. He is responsible for global systems architecture and strategic IT transformation programs. He has 20 years of experience at leading Telecom and IT organizations in design, development, integration, and deployment of OSS/BSS and Information Management Systems.
Global Network Operations Center (GNOC) of the Future
As carriers move to multi-service IP based networks, and as customers get more sophisticated, the network operations function needs to move towards an end-to-end service performance management ultimately leading to the assurance of services for subscriber classes in a much for proactive and predictive manner. The speakers will discuss how AT&T, the largest and the most global US carrier, is undergoing unprecedented changes in its GNOC to strategically deal with the rapid evolution of network technologies and customer expectations.
Rakesh Kumar is a principal and one of the leaders in Deloitte Consulting's Technology, Media and Telecommunications (TMT) industry practice.
Mr. Kumar has played an instrumental role in leading the recent mergers efforts between some of the largest US carriers and driving their future technology and operations directions.
Mr. Kumar speaks regularly at the leading industry conferences on contemporary technology challenges and strategies in the convergent TMT world. His experience spans over 14 years of the TMT management consulting experience with the leading Wireline, wireless, satellite and cable providers throughout the world.
Mark Francis is a vice president at AT&T and responsible for AT&T’s GNOC, the most sophisticated command-and-control center of its kind in the world. Mark is also responsible for network continuity, contingency planning, and disaster recovery of AT&T Network Services infrastructure worldwide. Mark graduated from Drexel University with a B.S. in Computer Science and M.B.A. in Information Systems.
|
CE6
Thursday, May 7
11:00 AM
- 12:30 PM
|
Transforming Customer Experience
| An Interview With Erwan Menard: “Transforming Customer Experience”
Erwan Menard, Vice President & General Manager, HP Communications & Media Solutions Business, leads a global organization dedicated to the creation and delivery of services and software rich solutions including Customer Intelligence and Billing, NGOSS, Service Delivery Infrastructure & Applications, and Digital Media solutions.
This interview will address Communications Service Provider challenges in maintaining both best in class cost structures and service innovation. We will discuss what service providers need and what suppliers can bring in terms of tools and expertise to address these equally critical market demands, ultimately transforming the customer experience.
Erwan Ménard is vice president and general manager of the Communications & Media Solutions Business Unit at Hewlett-Packard Company.
The business unit provides services- and software-rich solutions to Communications & Media companies, combining both HP’s consulting & services and specialized software assets. HP solutions are the driving force behind many of today's most innovative communications and media services. Erwan has overall business accountability, including sales, consulting & services delivery, product & solutions portfolio management, marketing, strategy, R&D and support.
Prior to holding this position, Erwan was President Global Support, Alcatel-Lucent Convergence Business Group, in charge of worldwide operations and based in Belgium. Prior to the Alcatel-Lucent merger end 2006, he held various management positions at Alcatel all across the customer business cycle (sales support, marketing, program management), notably taking assignments in Malaysia and the USA. In 2004, he was appointed Vice President North America for the Alcatel Mobile Communications Group, establishing Alcatel’s Mobile Communications presence in the context of the acquisition of Spatial Wireless.
Erwan holds a master of science from Télécom Sud Paris (Institut National des Télécommunications), France.
Erwan is married with three children and currently lives near Paris. He enjoys sailing and playing music.
The Customer Experience Approach at Tata Communications
Although proactive operations is a buzz-word today, ensuring effective implementation is an art. It demands the proper definition of business rules to drive the right application of technology. This is key to ensuring an optimal load on the service teams. It can provide significant benefits in the customer fulfillment, assurance and billing domains as well as operational readiness. Pro-active support can be brought about by the integration of service fulfillment, assurance and billing systems. TCL is actively pursuing a proactive operations agenda in phases. With the ability to provide a customer advance information of a fault to upselling and billing information based actions, it is only left to the ingenuity of the product and sales team to think up new ways of exceeding the customer expectations.
Mounir is Director of Business Solutions Group and Chief Enterprise Architect at Tata Communications. He is responsible for global systems architecture and strategic IT transformation programs. He has 20 years of experience at leading Telecom and IT organizations in design, development, integration, and deployment of OSS/BSS and Information Management Systems.
Global Network Operations Center (GNOC) of the Future
As carriers move to multi-service IP based networks, and as customers get more sophisticated, the network operations function needs to move towards an end-to-end service performance management ultimately leading to the assurance of services for subscriber classes in a much for proactive and predictive manner. The speakers will discuss how AT&T, the largest and the most global US carrier, is undergoing unprecedented changes in its GNOC to strategically deal with the rapid evolution of network technologies and customer expectations.
Rakesh Kumar is a principal and one of the leaders in Deloitte Consulting's Technology, Media and Telecommunications (TMT) industry practice.
Mr. Kumar has played an instrumental role in leading the recent mergers efforts between some of the largest US carriers and driving their future technology and operations directions.
Mr. Kumar speaks regularly at the leading industry conferences on contemporary technology challenges and strategies in the convergent TMT world. His experience spans over 14 years of the TMT management consulting experience with the leading Wireline, wireless, satellite and cable providers throughout the world.
Mark Francis is a vice president at AT&T and responsible for AT&T’s GNOC, the most sophisticated command-and-control center of its kind in the world. Mark is also responsible for network continuity, contingency planning, and disaster recovery of AT&T Network Services infrastructure worldwide. Mark graduated from Drexel University with a B.S. in Computer Science and M.B.A. in Information Systems.
|
CE6
Thursday, May 7
11:00 AM
- 12:30 PM
|
Transforming Customer Experience
| An Interview With Erwan Menard: “Transforming Customer Experience”
Erwan Menard, Vice President & General Manager, HP Communications & Media Solutions Business, leads a global organization dedicated to the creation and delivery of services and software rich solutions including Customer Intelligence and Billing, NGOSS, Service Delivery Infrastructure & Applications, and Digital Media solutions.
This interview will address Communications Service Provider challenges in maintaining both best in class cost structures and service innovation. We will discuss what service providers need and what suppliers can bring in terms of tools and expertise to address these equally critical market demands, ultimately transforming the customer experience.
Erwan Ménard is vice president and general manager of the Communications & Media Solutions Business Unit at Hewlett-Packard Company.
The business unit provides services- and software-rich solutions to Communications & Media companies, combining both HP’s consulting & services and specialized software assets. HP solutions are the driving force behind many of today's most innovative communications and media services. Erwan has overall business accountability, including sales, consulting & services delivery, product & solutions portfolio management, marketing, strategy, R&D and support.
Prior to holding this position, Erwan was President Global Support, Alcatel-Lucent Convergence Business Group, in charge of worldwide operations and based in Belgium. Prior to the Alcatel-Lucent merger end 2006, he held various management positions at Alcatel all across the customer business cycle (sales support, marketing, program management), notably taking assignments in Malaysia and the USA. In 2004, he was appointed Vice President North America for the Alcatel Mobile Communications Group, establishing Alcatel’s Mobile Communications presence in the context of the acquisition of Spatial Wireless.
Erwan holds a master of science from Télécom Sud Paris (Institut National des Télécommunications), France.
Erwan is married with three children and currently lives near Paris. He enjoys sailing and playing music.
The Customer Experience Approach at Tata Communications
Although proactive operations is a buzz-word today, ensuring effective implementation is an art. It demands the proper definition of business rules to drive the right application of technology. This is key to ensuring an optimal load on the service teams. It can provide significant benefits in the customer fulfillment, assurance and billing domains as well as operational readiness. Pro-active support can be brought about by the integration of service fulfillment, assurance and billing systems. TCL is actively pursuing a proactive operations agenda in phases. With the ability to provide a customer advance information of a fault to upselling and billing information based actions, it is only left to the ingenuity of the product and sales team to think up new ways of exceeding the customer expectations.
Mounir is Director of Business Solutions Group and Chief Enterprise Architect at Tata Communications. He is responsible for global systems architecture and strategic IT transformation programs. He has 20 years of experience at leading Telecom and IT organizations in design, development, integration, and deployment of OSS/BSS and Information Management Systems.
Global Network Operations Center (GNOC) of the Future
As carriers move to multi-service IP based networks, and as customers get more sophisticated, the network operations function needs to move towards an end-to-end service performance management ultimately leading to the assurance of services for subscriber classes in a much for proactive and predictive manner. The speakers will discuss how AT&T, the largest and the most global US carrier, is undergoing unprecedented changes in its GNOC to strategically deal with the rapid evolution of network technologies and customer expectations.
Rakesh Kumar is a principal and one of the leaders in Deloitte Consulting's Technology, Media and Telecommunications (TMT) industry practice.
Mr. Kumar has played an instrumental role in leading the recent mergers efforts between some of the largest US carriers and driving their future technology and operations directions.
Mr. Kumar speaks regularly at the leading industry conferences on contemporary technology challenges and strategies in the convergent TMT world. His experience spans over 14 years of the TMT management consulting experience with the leading Wireline, wireless, satellite and cable providers throughout the world.
Mark Francis is a vice president at AT&T and responsible for AT&T’s GNOC, the most sophisticated command-and-control center of its kind in the world. Mark is also responsible for network continuity, contingency planning, and disaster recovery of AT&T Network Services infrastructure worldwide. Mark graduated from Drexel University with a B.S. in Computer Science and M.B.A. in Information Systems.
|
CE6
Thursday, May 7
11:00 AM
- 12:30 PM
|
Transforming Customer Experience
| An Interview With Erwan Menard: “Transforming Customer Experience”
Erwan Menard, Vice President & General Manager, HP Communications & Media Solutions Business, leads a global organization dedicated to the creation and delivery of services and software rich solutions including Customer Intelligence and Billing, NGOSS, Service Delivery Infrastructure & Applications, and Digital Media solutions.
This interview will address Communications Service Provider challenges in maintaining both best in class cost structures and service innovation. We will discuss what service providers need and what suppliers can bring in terms of tools and expertise to address these equally critical market demands, ultimately transforming the customer experience.
Erwan Ménard is vice president and general manager of the Communications & Media Solutions Business Unit at Hewlett-Packard Company.
The business unit provides services- and software-rich solutions to Communications & Media companies, combining both HP’s consulting & services and specialized software assets. HP solutions are the driving force behind many of today's most innovative communications and media services. Erwan has overall business accountability, including sales, consulting & services delivery, product & solutions portfolio management, marketing, strategy, R&D and support.
Prior to holding this position, Erwan was President Global Support, Alcatel-Lucent Convergence Business Group, in charge of worldwide operations and based in Belgium. Prior to the Alcatel-Lucent merger end 2006, he held various management positions at Alcatel all across the customer business cycle (sales support, marketing, program management), notably taking assignments in Malaysia and the USA. In 2004, he was appointed Vice President North America for the Alcatel Mobile Communications Group, establishing Alcatel’s Mobile Communications presence in the context of the acquisition of Spatial Wireless.
Erwan holds a master of science from Télécom Sud Paris (Institut National des Télécommunications), France.
Erwan is married with three children and currently lives near Paris. He enjoys sailing and playing music.
The Customer Experience Approach at Tata Communications
Although proactive operations is a buzz-word today, ensuring effective implementation is an art. It demands the proper definition of business rules to drive the right application of technology. This is key to ensuring an optimal load on the service teams. It can provide significant benefits in the customer fulfillment, assurance and billing domains as well as operational readiness. Pro-active support can be brought about by the integration of service fulfillment, assurance and billing systems. TCL is actively pursuing a proactive operations agenda in phases. With the ability to provide a customer advance information of a fault to upselling and billing information based actions, it is only left to the ingenuity of the product and sales team to think up new ways of exceeding the customer expectations.
Mounir is Director of Business Solutions Group and Chief Enterprise Architect at Tata Communications. He is responsible for global systems architecture and strategic IT transformation programs. He has 20 years of experience at leading Telecom and IT organizations in design, development, integration, and deployment of OSS/BSS and Information Management Systems.
Global Network Operations Center (GNOC) of the Future
As carriers move to multi-service IP based networks, and as customers get more sophisticated, the network operations function needs to move towards an end-to-end service performance management ultimately leading to the assurance of services for subscriber classes in a much for proactive and predictive manner. The speakers will discuss how AT&T, the largest and the most global US carrier, is undergoing unprecedented changes in its GNOC to strategically deal with the rapid evolution of network technologies and customer expectations.
Rakesh Kumar is a principal and one of the leaders in Deloitte Consulting's Technology, Media and Telecommunications (TMT) industry practice.
Mr. Kumar has played an instrumental role in leading the recent mergers efforts between some of the largest US carriers and driving their future technology and operations directions.
Mr. Kumar speaks regularly at the leading industry conferences on contemporary technology challenges and strategies in the convergent TMT world. His experience spans over 14 years of the TMT management consulting experience with the leading Wireline, wireless, satellite and cable providers throughout the world.
Mark Francis is a vice president at AT&T and responsible for AT&T’s GNOC, the most sophisticated command-and-control center of its kind in the world. Mark is also responsible for network continuity, contingency planning, and disaster recovery of AT&T Network Services infrastructure worldwide. Mark graduated from Drexel University with a B.S. in Computer Science and M.B.A. in Information Systems.
| |
Customer Information/Business Information/CRM
Session Moderator
:
Chris Ballard
Turk Telekomunikasyon A.S.,
Design Authority, Business Operations for Customer Services
Chris spearheaded work in the TM Forum to address requirements for Consumer Electronics markets to manage end-user devices. Chris has worked in management consulting, marketing, technical, and services roles for clients such as IBM, Telecom Italia, TIM, TCSI, Siemens, Lucent Technologies, Granite Systems, British Telecom, Detecon, and Aricent.
|
CE8
Thursday, May 7
2:00 PM
- 3:30 PM
|
Customer Information/Business Information/CRM
| Threshold Services: The Revenue Platform for Service Providers
Fast, reliable and well managed networks are just the start. With Authentication, Authorization, Security, Privacy, Identify, Protection and Billing services, Service Providers can create a complete operating environment that any content provider will be happy to buy. This session will explore the elements that must be in place (People, Process and Systems) in order for the Service Provider to Be The Platform of the Digital Media world.
Barbara Lancaster is President of LTC International Inc. With more than thirty years experience in the telecommunications industry, Barbara applies her deep and broad firsthand experience in Communications Service Providers Operations and IT to analyze events shaping our industry and to translate events into actions that drive optimized profitability for LTC’s clients.
Best Practices in Creating Breakthrough Customer Experiences
This workshop presents innovative uses of advanced analytics for "changing the game" in customer experience management. We will explore novel sources of data and analytic techniques for building customer loyalty through enterprise analytics with detailed data (including BSS, OSS, and SS7 data). Learn how analytic capabilities can make the "right" decisions at critical "moments of truth" to nurture the customer relationship. Case studies are taken from leading worldwide companies who leverage data for competitive advantage.
Stephen has specialized in the design and construction of high-end data warehouse solutions for over 20 years. He performed his Masters and PhD work in Computer Science at MIT. He has published numerous books and journal articles, teaches at TDWI and is a leading industry expert in data management worldwide
Wim Casteur has worked in the BI department at Belgacom, focused on the transformation of raw data into knowledge. He started the development of a campaign management tool and traffic plan simulator. Most recently, his focus has been to integrate all customer contact data into an EDW for strategic and operational purposes.
Creating Sustainable Competitive Advantage Through Customer Relevance
This presentation examines the experiences of Vodafone Netherlands in implementing a multichannel, customer lifestyle management initiative, designed to enhance customer retention and drive down churn. The core of the initiative is to achieve true customer centricity by unlocking the value of subscribers through managing the customer dialog in a multi-touch, online/offline environment. The presentation discusses how VF NL improved the customer experience across channels through business intelligence analytics and implementing an integrated, closed-loop CRM capability.
Cretièn is responsible for the delivery and benefits realisation of the customer decisioning program at Vodafone operating companies in the Netherlands, Romania, Hungary and Germany. Previously Cretièn was responsible for CRM Operations and Capability Development with Vodafone Netherlands, implementing an integrated close loop CRM capability.
Marcel Holsheimer is responsible for Unica’s marketing across the EMEA region. Prior to joining Unica, he founded Data Distilleries, an analytical CRM and real-time marketing company, which he sold to SPSS in 2003. Previously, he was a research associate for the Centre for Mathematics and Computer Science in Amsterdam.
|
CE8
Thursday, May 7
2:00 PM
- 3:30 PM
|
Customer Information/Business Information/CRM
| Threshold Services: The Revenue Platform for Service Providers
Fast, reliable and well managed networks are just the start. With Authentication, Authorization, Security, Privacy, Identify, Protection and Billing services, Service Providers can create a complete operating environment that any content provider will be happy to buy. This session will explore the elements that must be in place (People, Process and Systems) in order for the Service Provider to Be The Platform of the Digital Media world.
Barbara Lancaster is President of LTC International Inc. With more than thirty years experience in the telecommunications industry, Barbara applies her deep and broad firsthand experience in Communications Service Providers Operations and IT to analyze events shaping our industry and to translate events into actions that drive optimized profitability for LTC’s clients.
Best Practices in Creating Breakthrough Customer Experiences
This workshop presents innovative uses of advanced analytics for "changing the game" in customer experience management. We will explore novel sources of data and analytic techniques for building customer loyalty through enterprise analytics with detailed data (including BSS, OSS, and SS7 data). Learn how analytic capabilities can make the "right" decisions at critical "moments of truth" to nurture the customer relationship. Case studies are taken from leading worldwide companies who leverage data for competitive advantage.
Stephen has specialized in the design and construction of high-end data warehouse solutions for over 20 years. He performed his Masters and PhD work in Computer Science at MIT. He has published numerous books and journal articles, teaches at TDWI and is a leading industry expert in data management worldwide
Wim Casteur has worked in the BI department at Belgacom, focused on the transformation of raw data into knowledge. He started the development of a campaign management tool and traffic plan simulator. Most recently, his focus has been to integrate all customer contact data into an EDW for strategic and operational purposes.
Creating Sustainable Competitive Advantage Through Customer Relevance
This presentation examines the experiences of Vodafone Netherlands in implementing a multichannel, customer lifestyle management initiative, designed to enhance customer retention and drive down churn. The core of the initiative is to achieve true customer centricity by unlocking the value of subscribers through managing the customer dialog in a multi-touch, online/offline environment. The presentation discusses how VF NL improved the customer experience across channels through business intelligence analytics and implementing an integrated, closed-loop CRM capability.
Cretièn is responsible for the delivery and benefits realisation of the customer decisioning program at Vodafone operating companies in the Netherlands, Romania, Hungary and Germany. Previously Cretièn was responsible for CRM Operations and Capability Development with Vodafone Netherlands, implementing an integrated close loop CRM capability.
Marcel Holsheimer is responsible for Unica’s marketing across the EMEA region. Prior to joining Unica, he founded Data Distilleries, an analytical CRM and real-time marketing company, which he sold to SPSS in 2003. Previously, he was a research associate for the Centre for Mathematics and Computer Science in Amsterdam.
|
CE8
Thursday, May 7
2:00 PM
- 3:30 PM
|
Customer Information/Business Information/CRM
| Threshold Services: The Revenue Platform for Service Providers
Fast, reliable and well managed networks are just the start. With Authentication, Authorization, Security, Privacy, Identify, Protection and Billing services, Service Providers can create a complete operating environment that any content provider will be happy to buy. This session will explore the elements that must be in place (People, Process and Systems) in order for the Service Provider to Be The Platform of the Digital Media world.
Barbara Lancaster is President of LTC International Inc. With more than thirty years experience in the telecommunications industry, Barbara applies her deep and broad firsthand experience in Communications Service Providers Operations and IT to analyze events shaping our industry and to translate events into actions that drive optimized profitability for LTC’s clients.
Best Practices in Creating Breakthrough Customer Experiences
This workshop presents innovative uses of advanced analytics for "changing the game" in customer experience management. We will explore novel sources of data and analytic techniques for building customer loyalty through enterprise analytics with detailed data (including BSS, OSS, and SS7 data). Learn how analytic capabilities can make the "right" decisions at critical "moments of truth" to nurture the customer relationship. Case studies are taken from leading worldwide companies who leverage data for competitive advantage.
Stephen has specialized in the design and construction of high-end data warehouse solutions for over 20 years. He performed his Masters and PhD work in Computer Science at MIT. He has published numerous books and journal articles, teaches at TDWI and is a leading industry expert in data management worldwide
Wim Casteur has worked in the BI department at Belgacom, focused on the transformation of raw data into knowledge. He started the development of a campaign management tool and traffic plan simulator. Most recently, his focus has been to integrate all customer contact data into an EDW for strategic and operational purposes.
Creating Sustainable Competitive Advantage Through Customer Relevance
This presentation examines the experiences of Vodafone Netherlands in implementing a multichannel, customer lifestyle management initiative, designed to enhance customer retention and drive down churn. The core of the initiative is to achieve true customer centricity by unlocking the value of subscribers through managing the customer dialog in a multi-touch, online/offline environment. The presentation discusses how VF NL improved the customer experience across channels through business intelligence analytics and implementing an integrated, closed-loop CRM capability.
Cretièn is responsible for the delivery and benefits realisation of the customer decisioning program at Vodafone operating companies in the Netherlands, Romania, Hungary and Germany. Previously Cretièn was responsible for CRM Operations and Capability Development with Vodafone Netherlands, implementing an integrated close loop CRM capability.
Marcel Holsheimer is responsible for Unica’s marketing across the EMEA region. Prior to joining Unica, he founded Data Distilleries, an analytical CRM and real-time marketing company, which he sold to SPSS in 2003. Previously, he was a research associate for the Centre for Mathematics and Computer Science in Amsterdam.
|
CE8
Thursday, May 7
2:00 PM
- 3:30 PM
|
Customer Information/Business Information/CRM
| Threshold Services: The Revenue Platform for Service Providers
Fast, reliable and well managed networks are just the start. With Authentication, Authorization, Security, Privacy, Identify, Protection and Billing services, Service Providers can create a complete operating environment that any content provider will be happy to buy. This session will explore the elements that must be in place (People, Process and Systems) in order for the Service Provider to Be The Platform of the Digital Media world.
Barbara Lancaster is President of LTC International Inc. With more than thirty years experience in the telecommunications industry, Barbara applies her deep and broad firsthand experience in Communications Service Providers Operations and IT to analyze events shaping our industry and to translate events into actions that drive optimized profitability for LTC’s clients.
Best Practices in Creating Breakthrough Customer Experiences
This workshop presents innovative uses of advanced analytics for "changing the game" in customer experience management. We will explore novel sources of data and analytic techniques for building customer loyalty through enterprise analytics with detailed data (including BSS, OSS, and SS7 data). Learn how analytic capabilities can make the "right" decisions at critical "moments of truth" to nurture the customer relationship. Case studies are taken from leading worldwide companies who leverage data for competitive advantage.
Stephen has specialized in the design and construction of high-end data warehouse solutions for over 20 years. He performed his Masters and PhD work in Computer Science at MIT. He has published numerous books and journal articles, teaches at TDWI and is a leading industry expert in data management worldwide
Wim Casteur has worked in the BI department at Belgacom, focused on the transformation of raw data into knowledge. He started the development of a campaign management tool and traffic plan simulator. Most recently, his focus has been to integrate all customer contact data into an EDW for strategic and operational purposes.
Creating Sustainable Competitive Advantage Through Customer Relevance
This presentation examines the experiences of Vodafone Netherlands in implementing a multichannel, customer lifestyle management initiative, designed to enhance customer retention and drive down churn. The core of the initiative is to achieve true customer centricity by unlocking the value of subscribers through managing the customer dialog in a multi-touch, online/offline environment. The presentation discusses how VF NL improved the customer experience across channels through business intelligence analytics and implementing an integrated, closed-loop CRM capability.
Cretièn is responsible for the delivery and benefits realisation of the customer decisioning program at Vodafone operating companies in the Netherlands, Romania, Hungary and Germany. Previously Cretièn was responsible for CRM Operations and Capability Development with Vodafone Netherlands, implementing an integrated close loop CRM capability.
Marcel Holsheimer is responsible for Unica’s marketing across the EMEA region. Prior to joining Unica, he founded Data Distilleries, an analytical CRM and real-time marketing company, which he sold to SPSS in 2003. Previously, he was a research associate for the Centre for Mathematics and Computer Science in Amsterdam.
|
CE8
Thursday, May 7
2:00 PM
- 3:30 PM
|
Customer Information/Business Information/CRM
| Threshold Services: The Revenue Platform for Service Providers
Fast, reliable and well managed networks are just the start. With Authentication, Authorization, Security, Privacy, Identify, Protection and Billing services, Service Providers can create a complete operating environment that any content provider will be happy to buy. This session will explore the elements that must be in place (People, Process and Systems) in order for the Service Provider to Be The Platform of the Digital Media world.
Barbara Lancaster is President of LTC International Inc. With more than thirty years experience in the telecommunications industry, Barbara applies her deep and broad firsthand experience in Communications Service Providers Operations and IT to analyze events shaping our industry and to translate events into actions that drive optimized profitability for LTC’s clients.
Best Practices in Creating Breakthrough Customer Experiences
This workshop presents innovative uses of advanced analytics for "changing the game" in customer experience management. We will explore novel sources of data and analytic techniques for building customer loyalty through enterprise analytics with detailed data (including BSS, OSS, and SS7 data). Learn how analytic capabilities can make the "right" decisions at critical "moments of truth" to nurture the customer relationship. Case studies are taken from leading worldwide companies who leverage data for competitive advantage.
Stephen has specialized in the design and construction of high-end data warehouse solutions for over 20 years. He performed his Masters and PhD work in Computer Science at MIT. He has published numerous books and journal articles, teaches at TDWI and is a leading industry expert in data management worldwide
Wim Casteur has worked in the BI department at Belgacom, focused on the transformation of raw data into knowledge. He started the development of a campaign management tool and traffic plan simulator. Most recently, his focus has been to integrate all customer contact data into an EDW for strategic and operational purposes.
Creating Sustainable Competitive Advantage Through Customer Relevance
This presentation examines the experiences of Vodafone Netherlands in implementing a multichannel, customer lifestyle management initiative, designed to enhance customer retention and drive down churn. The core of the initiative is to achieve true customer centricity by unlocking the value of subscribers through managing the customer dialog in a multi-touch, online/offline environment. The presentation discusses how VF NL improved the customer experience across channels through business intelligence analytics and implementing an integrated, closed-loop CRM capability.
Cretièn is responsible for the delivery and benefits realisation of the customer decisioning program at Vodafone operating companies in the Netherlands, Romania, Hungary and Germany. Previously Cretièn was responsible for CRM Operations and Capability Development with Vodafone Netherlands, implementing an integrated close loop CRM capability.
Marcel Holsheimer is responsible for Unica’s marketing across the EMEA region. Prior to joining Unica, he founded Data Distilleries, an analytical CRM and real-time marketing company, which he sold to SPSS in 2003. Previously, he was a research associate for the Centre for Mathematics and Computer Science in Amsterdam.
| |
Service Quality Management (SQM)
Session Moderator
:
remove osi
Objective Systems Integrators,
VP Marketing and Sales
Randy Custeau begin_of_the_skype_highlighting end_of_the_skype_highlighting begin_of_the_skype_highlighting end_of_the_skype_highlighting begin_of_the_skype_highlighting end_of_the_skype_highlighting,OSI VP Marketing and Sales; TM Forum Advisory Council Member; and regular public speaker. Twenty years experience in the telecommunications market as both a service provider and as a telecom software supplier, primarily in operations support systems (OSS) and business support systems (BSS) .
|
CE10
Thursday, May 7
4:00 PM
- 5:30 PM
|
Service Quality Management (SQM)
| Cable's Management Holy Grail -- Solving the Last Mile using NGOSS
The Hybrid Fiber Coaxial (HFC) network is inherently non-intelligent. The devices that make up the network typically relay the signals they receive, and are not able to communicate their health or status. It is therefore difficult to know when there’s a problem in the network, or to pinpoint the problem device. By leveraging the TM Forum’s eTOM, TAM, and SID and implementing two strategic capabilities, Trending and Correlation and Trouble Ticketing, Cox Communications has solved the HFC management problem. This presentation will provide an overview of the problem, the solution, and the many benefits across Cox organizations.
Rob joined Cox Communications in November 1996 and is currently serving as the Corporate Director of Operational Excellence. Rob brings many years of diverse engineering, operations, and business development experiences in the cable and telecommunications industry. Prior to joining Cox Communications, Rob served in a number of leadership positions at Nortel Networks
In his role as Director of Operational Excellence for Cox Communications Rob is responsible for the company's overall Strategic Network Engineering Reliability efforts as well as their Operations efficiency and effectiveness.
Know Your Customer: Using Service Assurance and Customer Experience to Drive Loyalty and Profitability
Cablecom will discuss how they used service assurance to build competitive differentiation and closer customer relationships to compete successfully in the residential and enterprise markets against incumbent Telcos. The discussion will cover the operational aspects of service assurance, the need for data quality, and the importance of building an end-to-end service view. The presentation will provide insights into using SLAs, Service Experience, and QoS to build closer customer relationships, loyalty — and profitability
Since joining NetCracker in 2004, Ricky has held leadership roles in Pre-Sales and Technical Sales functions. In his current role, he is responsible for managing NetCracker’s key customer relationships across Europe. In addition, Ricky provides leadership to the sales teams within his regions with a focus on expanding NetCracker’s current customer base.
Prior to joining NetCracker, Ricky held various sales engineering and technical sales roles with a heavy focus on the telecommunications domain.
|
CE10
Thursday, May 7
4:00 PM
- 5:30 PM
|
Service Quality Management (SQM)
| Cable's Management Holy Grail -- Solving the Last Mile using NGOSS
The Hybrid Fiber Coaxial (HFC) network is inherently non-intelligent. The devices that make up the network typically relay the signals they receive, and are not able to communicate their health or status. It is therefore difficult to know when there’s a problem in the network, or to pinpoint the problem device. By leveraging the TM Forum’s eTOM, TAM, and SID and implementing two strategic capabilities, Trending and Correlation and Trouble Ticketing, Cox Communications has solved the HFC management problem. This presentation will provide an overview of the problem, the solution, and the many benefits across Cox organizations.
Rob joined Cox Communications in November 1996 and is currently serving as the Corporate Director of Operational Excellence. Rob brings many years of diverse engineering, operations, and business development experiences in the cable and telecommunications industry. Prior to joining Cox Communications, Rob served in a number of leadership positions at Nortel Networks
In his role as Director of Operational Excellence for Cox Communications Rob is responsible for the company's overall Strategic Network Engineering Reliability efforts as well as their Operations efficiency and effectiveness.
Know Your Customer: Using Service Assurance and Customer Experience to Drive Loyalty and Profitability
Cablecom will discuss how they used service assurance to build competitive differentiation and closer customer relationships to compete successfully in the residential and enterprise markets against incumbent Telcos. The discussion will cover the operational aspects of service assurance, the need for data quality, and the importance of building an end-to-end service view. The presentation will provide insights into using SLAs, Service Experience, and QoS to build closer customer relationships, loyalty — and profitability
Since joining NetCracker in 2004, Ricky has held leadership roles in Pre-Sales and Technical Sales functions. In his current role, he is responsible for managing NetCracker’s key customer relationships across Europe. In addition, Ricky provides leadership to the sales teams within his regions with a focus on expanding NetCracker’s current customer base.
Prior to joining NetCracker, Ricky held various sales engineering and technical sales roles with a heavy focus on the telecommunications domain.
|
CE10
Thursday, May 7
4:00 PM
- 5:30 PM
|
Service Quality Management (SQM)
| Cable's Management Holy Grail -- Solving the Last Mile using NGOSS
The Hybrid Fiber Coaxial (HFC) network is inherently non-intelligent. The devices that make up the network typically relay the signals they receive, and are not able to communicate their health or status. It is therefore difficult to know when there’s a problem in the network, or to pinpoint the problem device. By leveraging the TM Forum’s eTOM, TAM, and SID and implementing two strategic capabilities, Trending and Correlation and Trouble Ticketing, Cox Communications has solved the HFC management problem. This presentation will provide an overview of the problem, the solution, and the many benefits across Cox organizations.
Rob joined Cox Communications in November 1996 and is currently serving as the Corporate Director of Operational Excellence. Rob brings many years of diverse engineering, operations, and business development experiences in the cable and telecommunications industry. Prior to joining Cox Communications, Rob served in a number of leadership positions at Nortel Networks
In his role as Director of Operational Excellence for Cox Communications Rob is responsible for the company's overall Strategic Network Engineering Reliability efforts as well as their Operations efficiency and effectiveness.
Know Your Customer: Using Service Assurance and Customer Experience to Drive Loyalty and Profitability
Cablecom will discuss how they used service assurance to build competitive differentiation and closer customer relationships to compete successfully in the residential and enterprise markets against incumbent Telcos. The discussion will cover the operational aspects of service assurance, the need for data quality, and the importance of building an end-to-end service view. The presentation will provide insights into using SLAs, Service Experience, and QoS to build closer customer relationships, loyalty — and profitability
Since joining NetCracker in 2004, Ricky has held leadership roles in Pre-Sales and Technical Sales functions. In his current role, he is responsible for managing NetCracker’s key customer relationships across Europe. In addition, Ricky provides leadership to the sales teams within his regions with a focus on expanding NetCracker’s current customer base.
Prior to joining NetCracker, Ricky held various sales engineering and technical sales roles with a heavy focus on the telecommunications domain.
| |
Customer Experience - Mobility Focus
Session Moderator
:
Patrick Kelly
Analysys Mason Limited,
Research Director for Global Telecoms Software
Patrick Kelly was a partner and co-founder of OSS Observer (purchased by Analysys Mason in 2008). Patrick has seventeen years of experience in the communication industry, primarily focusing on IP services, switching systems, and network management. Patrick was formerly Senior Analyst for OSS research at RHK. At RHK, he focused on the service assurance market segment and was involved in consulting projects for service providers and suppliers. He has researched IP services, Prior to joining RHK, Patrick was Director of Product Management for Aprisma Management Technologies. Patrick is a frequent speaker at industry conferences. He holds a bachelors degree from the University of Vermont, and an MBA from Plymouth College.
|
CE11
Friday, May 8
9:00 AM
- 10:30 AM
|
Customer Experience - Mobility Focus
| Mobile Broadband – Exploiting the Opportunity, Not the Customer
Mobile broadband is taking off. This is an excellent opportunity to exploit, but operators must set the right levels of expectation if they want to be unburdened with high costs from returns and cancelations and retain their customers. This interactive session brings together industry experience about how mobile operators can ensure that their mobile broadband investment can be marketed as well as supported through the whole internal value chain to ensure customer satisfaction.
Njål is CEO of CellVision. He started his career in Telenor as a radio planner with responsibility for planning and simulation tools. From there he went on to manage Teleplan’s Telecom Software Business Area. In 2000 he co-founded CellVision and is responsible for general management, sales, business planning and strategy.
Patrick Kelly was a partner and co-founder of OSS Observer (purchased by Analysys Mason in 2008). Patrick has seventeen years of experience in the communication industry, primarily focusing on IP services, switching systems, and network management. Patrick was formerly Senior Analyst for OSS research at RHK. At RHK, he focused on the service assurance market segment and was involved in consulting projects for service providers and suppliers. He has researched IP services, Prior to joining RHK, Patrick was Director of Product Management for Aprisma Management Technologies. Patrick is a frequent speaker at industry conferences. He holds a bachelors degree from the University of Vermont, and an MBA from Plymouth College.
Marketing Director of CellVision with 20 years experience of mobile industry including product and operational management positions at HP and Actix.
Customer Experience Excellence: How T-Mobile became Virgin Mobile’s Number 1 Supplier
T-Mobile Service Management has the overall strategy to consistently manage and improve customer experience. Based on activities driven by T-Mobile (UK) Service Management, the relationship between Virgin and T-Mobile has flourished from a low point in 2003 to today, where Virgin Mobile rate T-Mobile as #1 supplier. This major turnaround was achieved by dedicated improvement measures including mutually agreed guiding principles, the application of recognized standards, regular service reviews and extraordinary personal commitment.
Jim Burke is CTO at T-Mobile Austria and in parallel also Executive Vice President of Service Management at T-Mobile International. Prior to this, he was Executive Vice President of European Operations for T Mobile International. Jim Burke joined T-Mobile International in January 2002.
Bryn Jones is Director of Mobile Delivery for Virgin Media and is responsible for all change, from products to customer services, required to support the Mobile business unit. Bryn joined Virgin Mobile in 1999 as Head of Technical Strategy and Planning.
PANEL : Achieving Excellence in Customer Experience
This panel session will examine how CEM is the ability to manage each interaction between the subscriber and the CSP in the order, fulfillment, billing, customer care, and assurance of services consumed. CEM is a strategic approach taken by the CSP to augment business processes and integrate a myriad of data sets and software systems to positively impact the subscribers’ experience. In order for a business to assess the customer experience, each interaction must be managed across each part of the business where the customer evaluates, orders, uses, and makes payment for the product or service.
Patrick Kelly was a partner and co-founder of OSS Observer (purchased by Analysys Mason in 2008). Patrick has seventeen years of experience in the communication industry, primarily focusing on IP services, switching systems, and network management. Patrick was formerly Senior Analyst for OSS research at RHK. At RHK, he focused on the service assurance market segment and was involved in consulting projects for service providers and suppliers. He has researched IP services, Prior to joining RHK, Patrick was Director of Product Management for Aprisma Management Technologies. Patrick is a frequent speaker at industry conferences. He holds a bachelors degree from the University of Vermont, and an MBA from Plymouth College.
Nancee has over 25 years of experience in Network Engineering, Network Operations, and OSS. She focuses on monitoring and analyzing emerging trends, technologies and market behavior in the global OSS/BSS industry with emphasis on network-facing operations.
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.
|
CE11
Friday, May 8
9:00 AM
- 10:30 AM
|
Customer Experience - Mobility Focus
| Mobile Broadband – Exploiting the Opportunity, Not the Customer
Mobile broadband is taking off. This is an excellent opportunity to exploit, but operators must set the right levels of expectation if they want to be unburdened with high costs from returns and cancelations and retain their customers. This interactive session brings together industry experience about how mobile operators can ensure that their mobile broadband investment can be marketed as well as supported through the whole internal value chain to ensure customer satisfaction.
Njål is CEO of CellVision. He started his career in Telenor as a radio planner with responsibility for planning and simulation tools. From there he went on to manage Teleplan’s Telecom Software Business Area. In 2000 he co-founded CellVision and is responsible for general management, sales, business planning and strategy.
Patrick Kelly was a partner and co-founder of OSS Observer (purchased by Analysys Mason in 2008). Patrick has seventeen years of experience in the communication industry, primarily focusing on IP services, switching systems, and network management. Patrick was formerly Senior Analyst for OSS research at RHK. At RHK, he focused on the service assurance market segment and was involved in consulting projects for service providers and suppliers. He has researched IP services, Prior to joining RHK, Patrick was Director of Product Management for Aprisma Management Technologies. Patrick is a frequent speaker at industry conferences. He holds a bachelors degree from the University of Vermont, and an MBA from Plymouth College.
Marketing Director of CellVision with 20 years experience of mobile industry including product and operational management positions at HP and Actix.
Customer Experience Excellence: How T-Mobile became Virgin Mobile’s Number 1 Supplier
T-Mobile Service Management has the overall strategy to consistently manage and improve customer experience. Based on activities driven by T-Mobile (UK) Service Management, the relationship between Virgin and T-Mobile has flourished from a low point in 2003 to today, where Virgin Mobile rate T-Mobile as #1 supplier. This major turnaround was achieved by dedicated improvement measures including mutually agreed guiding principles, the application of recognized standards, regular service reviews and extraordinary personal commitment.
Jim Burke is CTO at T-Mobile Austria and in parallel also Executive Vice President of Service Management at T-Mobile International. Prior to this, he was Executive Vice President of European Operations for T Mobile International. Jim Burke joined T-Mobile International in January 2002.
Bryn Jones is Director of Mobile Delivery for Virgin Media and is responsible for all change, from products to customer services, required to support the Mobile business unit. Bryn joined Virgin Mobile in 1999 as Head of Technical Strategy and Planning.
PANEL : Achieving Excellence in Customer Experience
This panel session will examine how CEM is the ability to manage each interaction between the subscriber and the CSP in the order, fulfillment, billing, customer care, and assurance of services consumed. CEM is a strategic approach taken by the CSP to augment business processes and integrate a myriad of data sets and software systems to positively impact the subscribers’ experience. In order for a business to assess the customer experience, each interaction must be managed across each part of the business where the customer evaluates, orders, uses, and makes payment for the product or service.
Patrick Kelly was a partner and co-founder of OSS Observer (purchased by Analysys Mason in 2008). Patrick has seventeen years of experience in the communication industry, primarily focusing on IP services, switching systems, and network management. Patrick was formerly Senior Analyst for OSS research at RHK. At RHK, he focused on the service assurance market segment and was involved in consulting projects for service providers and suppliers. He has researched IP services, Prior to joining RHK, Patrick was Director of Product Management for Aprisma Management Technologies. Patrick is a frequent speaker at industry conferences. He holds a bachelors degree from the University of Vermont, and an MBA from Plymouth College.
Nancee has over 25 years of experience in Network Engineering, Network Operations, and OSS. She focuses on monitoring and analyzing emerging trends, technologies and market behavior in the global OSS/BSS industry with emphasis on network-facing operations.
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.
|
CE11
Friday, May 8
9:00 AM
- 10:30 AM
|
Customer Experience - Mobility Focus
| Mobile Broadband – Exploiting the Opportunity, Not the Customer
Mobile broadband is taking off. This is an excellent opportunity to exploit, but operators must set the right levels of expectation if they want to be unburdened with high costs from returns and cancelations and retain their customers. This interactive session brings together industry experience about how mobile operators can ensure that their mobile broadband investment can be marketed as well as supported through the whole internal value chain to ensure customer satisfaction.
Njål is CEO of CellVision. He started his career in Telenor as a radio planner with responsibility for planning and simulation tools. From there he went on to manage Teleplan’s Telecom Software Business Area. In 2000 he co-founded CellVision and is responsible for general management, sales, business planning and strategy.
Patrick Kelly was a partner and co-founder of OSS Observer (purchased by Analysys Mason in 2008). Patrick has seventeen years of experience in the communication industry, primarily focusing on IP services, switching systems, and network management. Patrick was formerly Senior Analyst for OSS research at RHK. At RHK, he focused on the service assurance market segment and was involved in consulting projects for service providers and suppliers. He has researched IP services, Prior to joining RHK, Patrick was Director of Product Management for Aprisma Management Technologies. Patrick is a frequent speaker at industry conferences. He holds a bachelors degree from the University of Vermont, and an MBA from Plymouth College.
Marketing Director of CellVision with 20 years experience of mobile industry including product and operational management positions at HP and Actix.
Customer Experience Excellence: How T-Mobile became Virgin Mobile’s Number 1 Supplier
T-Mobile Service Management has the overall strategy to consistently manage and improve customer experience. Based on activities driven by T-Mobile (UK) Service Management, the relationship between Virgin and T-Mobile has flourished from a low point in 2003 to today, where Virgin Mobile rate T-Mobile as #1 supplier. This major turnaround was achieved by dedicated improvement measures including mutually agreed guiding principles, the application of recognized standards, regular service reviews and extraordinary personal commitment.
Jim Burke is CTO at T-Mobile Austria and in parallel also Executive Vice President of Service Management at T-Mobile International. Prior to this, he was Executive Vice President of European Operations for T Mobile International. Jim Burke joined T-Mobile International in January 2002.
Bryn Jones is Director of Mobile Delivery for Virgin Media and is responsible for all change, from products to customer services, required to support the Mobile business unit. Bryn joined Virgin Mobile in 1999 as Head of Technical Strategy and Planning.
PANEL : Achieving Excellence in Customer Experience
This panel session will examine how CEM is the ability to manage each interaction between the subscriber and the CSP in the order, fulfillment, billing, customer care, and assurance of services consumed. CEM is a strategic approach taken by the CSP to augment business processes and integrate a myriad of data sets and software systems to positively impact the subscribers’ experience. In order for a business to assess the customer experience, each interaction must be managed across each part of the business where the customer evaluates, orders, uses, and makes payment for the product or service.
Patrick Kelly was a partner and co-founder of OSS Observer (purchased by Analysys Mason in 2008). Patrick has seventeen years of experience in the communication industry, primarily focusing on IP services, switching systems, and network management. Patrick was formerly Senior Analyst for OSS research at RHK. At RHK, he focused on the service assurance market segment and was involved in consulting projects for service providers and suppliers. He has researched IP services, Prior to joining RHK, Patrick was Director of Product Management for Aprisma Management Technologies. Patrick is a frequent speaker at industry conferences. He holds a bachelors degree from the University of Vermont, and an MBA from Plymouth College.
Nancee has over 25 years of experience in Network Engineering, Network Operations, and OSS. She focuses on monitoring and analyzing emerging trends, technologies and market behavior in the global OSS/BSS industry with emphasis on network-facing operations.
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.
|
CE11
Friday, May 8
9:00 AM
- 10:30 AM
|
Customer Experience - Mobility Focus
| Mobile Broadband – Exploiting the Opportunity, Not the Customer
Mobile broadband is taking off. This is an excellent opportunity to exploit, but operators must set the right levels of expectation if they want to be unburdened with high costs from returns and cancelations and retain their customers. This interactive session brings together industry experience about how mobile operators can ensure that their mobile broadband investment can be marketed as well as supported through the whole internal value chain to ensure customer satisfaction.
Njål is CEO of CellVision. He started his career in Telenor as a radio planner with responsibility for planning and simulation tools. From there he went on to manage Teleplan’s Telecom Software Business Area. In 2000 he co-founded CellVision and is responsible for general management, sales, business planning and strategy.
Patrick Kelly was a partner and co-founder of OSS Observer (purchased by Analysys Mason in 2008). Patrick has seventeen years of experience in the communication industry, primarily focusing on IP services, switching systems, and network management. Patrick was formerly Senior Analyst for OSS research at RHK. At RHK, he focused on the service assurance market segment and was involved in consulting projects for service providers and suppliers. He has researched IP services, Prior to joining RHK, Patrick was Director of Product Management for Aprisma Management Technologies. Patrick is a frequent speaker at industry conferences. He holds a bachelors degree from the University of Vermont, and an MBA from Plymouth College.
Marketing Director of CellVision with 20 years experience of mobile industry including product and operational management positions at HP and Actix.
Customer Experience Excellence: How T-Mobile became Virgin Mobile’s Number 1 Supplier
T-Mobile Service Management has the overall strategy to consistently manage and improve customer experience. Based on activities driven by T-Mobile (UK) Service Management, the relationship between Virgin and T-Mobile has flourished from a low point in 2003 to today, where Virgin Mobile rate T-Mobile as #1 supplier. This major turnaround was achieved by dedicated improvement measures including mutually agreed guiding principles, the application of recognized standards, regular service reviews and extraordinary personal commitment.
Jim Burke is CTO at T-Mobile Austria and in parallel also Executive Vice President of Service Management at T-Mobile International. Prior to this, he was Executive Vice President of European Operations for T Mobile International. Jim Burke joined T-Mobile International in January 2002.
Bryn Jones is Director of Mobile Delivery for Virgin Media and is responsible for all change, from products to customer services, required to support the Mobile business unit. Bryn joined Virgin Mobile in 1999 as Head of Technical Strategy and Planning.
PANEL : Achieving Excellence in Customer Experience
This panel session will examine how CEM is the ability to manage each interaction between the subscriber and the CSP in the order, fulfillment, billing, customer care, and assurance of services consumed. CEM is a strategic approach taken by the CSP to augment business processes and integrate a myriad of data sets and software systems to positively impact the subscribers’ experience. In order for a business to assess the customer experience, each interaction must be managed across each part of the business where the customer evaluates, orders, uses, and makes payment for the product or service.
Patrick Kelly was a partner and co-founder of OSS Observer (purchased by Analysys Mason in 2008). Patrick has seventeen years of experience in the communication industry, primarily focusing on IP services, switching systems, and network management. Patrick was formerly Senior Analyst for OSS research at RHK. At RHK, he focused on the service assurance market segment and was involved in consulting projects for service providers and suppliers. He has researched IP services, Prior to joining RHK, Patrick was Director of Product Management for Aprisma Management Technologies. Patrick is a frequent speaker at industry conferences. He holds a bachelors degree from the University of Vermont, and an MBA from Plymouth College.
Nancee has over 25 years of experience in Network Engineering, Network Operations, and OSS. She focuses on monitoring and analyzing emerging trends, technologies and market behavior in the global OSS/BSS industry with emphasis on network-facing operations.
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.
|
CE11
Friday, May 8
9:00 AM
- 10:30 AM
|
Customer Experience - Mobility Focus
| Mobile Broadband – Exploiting the Opportunity, Not the Customer
Mobile broadband is taking off. This is an excellent opportunity to exploit, but operators must set the right levels of expectation if they want to be unburdened with high costs from returns and cancelations and retain their customers. This interactive session brings together industry experience about how mobile operators can ensure that their mobile broadband investment can be marketed as well as supported through the whole internal value chain to ensure customer satisfaction.
Njål is CEO of CellVision. He started his career in Telenor as a radio planner with responsibility for planning and simulation tools. From there he went on to manage Teleplan’s Telecom Software Business Area. In 2000 he co-founded CellVision and is responsible for general management, sales, business planning and strategy.
Patrick Kelly was a partner and co-founder of OSS Observer (purchased by Analysys Mason in 2008). Patrick has seventeen years of experience in the communication industry, primarily focusing on IP services, switching systems, and network management. Patrick was formerly Senior Analyst for OSS research at RHK. At RHK, he focused on the service assurance market segment and was involved in consulting projects for service providers and suppliers. He has researched IP services, Prior to joining RHK, Patrick was Director of Product Management for Aprisma Management Technologies. Patrick is a frequent speaker at industry conferences. He holds a bachelors degree from the University of Vermont, and an MBA from Plymouth College.
Marketing Director of CellVision with 20 years experience of mobile industry including product and operational management positions at HP and Actix.
Customer Experience Excellence: How T-Mobile became Virgin Mobile’s Number 1 Supplier
T-Mobile Service Management has the overall strategy to consistently manage and improve customer experience. Based on activities driven by T-Mobile (UK) Service Management, the relationship between Virgin and T-Mobile has flourished from a low point in 2003 to today, where Virgin Mobile rate T-Mobile as #1 supplier. This major turnaround was achieved by dedicated improvement measures including mutually agreed guiding principles, the application of recognized standards, regular service reviews and extraordinary personal commitment.
Jim Burke is CTO at T-Mobile Austria and in parallel also Executive Vice President of Service Management at T-Mobile International. Prior to this, he was Executive Vice President of European Operations for T Mobile International. Jim Burke joined T-Mobile International in January 2002.
Bryn Jones is Director of Mobile Delivery for Virgin Media and is responsible for all change, from products to customer services, required to support the Mobile business unit. Bryn joined Virgin Mobile in 1999 as Head of Technical Strategy and Planning.
PANEL : Achieving Excellence in Customer Experience
This panel session will examine how CEM is the ability to manage each interaction between the subscriber and the CSP in the order, fulfillment, billing, customer care, and assurance of services consumed. CEM is a strategic approach taken by the CSP to augment business processes and integrate a myriad of data sets and software systems to positively impact the subscribers’ experience. In order for a business to assess the customer experience, each interaction must be managed across each part of the business where the customer evaluates, orders, uses, and makes payment for the product or service.
Patrick Kelly was a partner and co-founder of OSS Observer (purchased by Analysys Mason in 2008). Patrick has seventeen years of experience in the communication industry, primarily focusing on IP services, switching systems, and network management. Patrick was formerly Senior Analyst for OSS research at RHK. At RHK, he focused on the service assurance market segment and was involved in consulting projects for service providers and suppliers. He has researched IP services, Prior to joining RHK, Patrick was Director of Product Management for Aprisma Management Technologies. Patrick is a frequent speaker at industry conferences. He holds a bachelors degree from the University of Vermont, and an MBA from Plymouth College.
Nancee has over 25 years of experience in Network Engineering, Network Operations, and OSS. She focuses on monitoring and analyzing emerging trends, technologies and market behavior in the global OSS/BSS industry with emphasis on network-facing operations.
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.
|
CE11
Friday, May 8
9:00 AM
- 10:30 AM
|
Customer Experience - Mobility Focus
| Mobile Broadband – Exploiting the Opportunity, Not the Customer
Mobile broadband is taking off. This is an excellent opportunity to exploit, but operators must set the right levels of expectation if they want to be unburdened with high costs from returns and cancelations and retain their customers. This interactive session brings together industry experience about how mobile operators can ensure that their mobile broadband investment can be marketed as well as supported through the whole internal value chain to ensure customer satisfaction.
Njål is CEO of CellVision. He started his career in Telenor as a radio planner with responsibility for planning and simulation tools. From there he went on to manage Teleplan’s Telecom Software Business Area. In 2000 he co-founded CellVision and is responsible for general management, sales, business planning and strategy.
Patrick Kelly was a partner and co-founder of OSS Observer (purchased by Analysys Mason in 2008). Patrick has seventeen years of experience in the communication industry, primarily focusing on IP services, switching systems, and network management. Patrick was formerly Senior Analyst for OSS research at RHK. At RHK, he focused on the service assurance market segment and was involved in consulting projects for service providers and suppliers. He has researched IP services, Prior to joining RHK, Patrick was Director of Product Management for Aprisma Management Technologies. Patrick is a frequent speaker at industry conferences. He holds a bachelors degree from the University of Vermont, and an MBA from Plymouth College.
Marketing Director of CellVision with 20 years experience of mobile industry including product and operational management positions at HP and Actix.
Customer Experience Excellence: How T-Mobile became Virgin Mobile’s Number 1 Supplier
T-Mobile Service Management has the overall strategy to consistently manage and improve customer experience. Based on activities driven by T-Mobile (UK) Service Management, the relationship between Virgin and T-Mobile has flourished from a low point in 2003 to today, where Virgin Mobile rate T-Mobile as #1 supplier. This major turnaround was achieved by dedicated improvement measures including mutually agreed guiding principles, the application of recognized standards, regular service reviews and extraordinary personal commitment.
Jim Burke is CTO at T-Mobile Austria and in parallel also Executive Vice President of Service Management at T-Mobile International. Prior to this, he was Executive Vice President of European Operations for T Mobile International. Jim Burke joined T-Mobile International in January 2002.
Bryn Jones is Director of Mobile Delivery for Virgin Media and is responsible for all change, from products to customer services, required to support the Mobile business unit. Bryn joined Virgin Mobile in 1999 as Head of Technical Strategy and Planning.
PANEL : Achieving Excellence in Customer Experience
This panel session will examine how CEM is the ability to manage each interaction between the subscriber and the CSP in the order, fulfillment, billing, customer care, and assurance of services consumed. CEM is a strategic approach taken by the CSP to augment business processes and integrate a myriad of data sets and software systems to positively impact the subscribers’ experience. In order for a business to assess the customer experience, each interaction must be managed across each part of the business where the customer evaluates, orders, uses, and makes payment for the product or service.
Patrick Kelly was a partner and co-founder of OSS Observer (purchased by Analysys Mason in 2008). Patrick has seventeen years of experience in the communication industry, primarily focusing on IP services, switching systems, and network management. Patrick was formerly Senior Analyst for OSS research at RHK. At RHK, he focused on the service assurance market segment and was involved in consulting projects for service providers and suppliers. He has researched IP services, Prior to joining RHK, Patrick was Director of Product Management for Aprisma Management Technologies. Patrick is a frequent speaker at industry conferences. He holds a bachelors degree from the University of Vermont, and an MBA from Plymouth College.
Nancee has over 25 years of experience in Network Engineering, Network Operations, and OSS. She focuses on monitoring and analyzing emerging trends, technologies and market behavior in the global OSS/BSS industry with emphasis on network-facing operations.
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.
|
CE11
Friday, May 8
9:00 AM
- 10:30 AM
|
Customer Experience - Mobility Focus
| Mobile Broadband – Exploiting the Opportunity, Not the Customer
Mobile broadband is taking off. This is an excellent opportunity to exploit, but operators must set the right levels of expectation if they want to be unburdened with high costs from returns and cancelations and retain their customers. This interactive session brings together industry experience about how mobile operators can ensure that their mobile broadband investment can be marketed as well as supported through the whole internal value chain to ensure customer satisfaction.
Njål is CEO of CellVision. He started his career in Telenor as a radio planner with responsibility for planning and simulation tools. From there he went on to manage Teleplan’s Telecom Software Business Area. In 2000 he co-founded CellVision and is responsible for general management, sales, business planning and strategy.
Patrick Kelly was a partner and co-founder of OSS Observer (purchased by Analysys Mason in 2008). Patrick has seventeen years of experience in the communication industry, primarily focusing on IP services, switching systems, and network management. Patrick was formerly Senior Analyst for OSS research at RHK. At RHK, he focused on the service assurance market segment and was involved in consulting projects for service providers and suppliers. He has researched IP services, Prior to joining RHK, Patrick was Director of Product Management for Aprisma Management Technologies. Patrick is a frequent speaker at industry conferences. He holds a bachelors degree from the University of Vermont, and an MBA from Plymouth College.
Marketing Director of CellVision with 20 years experience of mobile industry including product and operational management positions at HP and Actix.
Customer Experience Excellence: How T-Mobile became Virgin Mobile’s Number 1 Supplier
T-Mobile Service Management has the overall strategy to consistently manage and improve customer experience. Based on activities driven by T-Mobile (UK) Service Management, the relationship between Virgin and T-Mobile has flourished from a low point in 2003 to today, where Virgin Mobile rate T-Mobile as #1 supplier. This major turnaround was achieved by dedicated improvement measures including mutually agreed guiding principles, the application of recognized standards, regular service reviews and extraordinary personal commitment.
Jim Burke is CTO at T-Mobile Austria and in parallel also Executive Vice President of Service Management at T-Mobile International. Prior to this, he was Executive Vice President of European Operations for T Mobile International. Jim Burke joined T-Mobile International in January 2002.
Bryn Jones is Director of Mobile Delivery for Virgin Media and is responsible for all change, from products to customer services, required to support the Mobile business unit. Bryn joined Virgin Mobile in 1999 as Head of Technical Strategy and Planning.
PANEL : Achieving Excellence in Customer Experience
This panel session will examine how CEM is the ability to manage each interaction between the subscriber and the CSP in the order, fulfillment, billing, customer care, and assurance of services consumed. CEM is a strategic approach taken by the CSP to augment business processes and integrate a myriad of data sets and software systems to positively impact the subscribers’ experience. In order for a business to assess the customer experience, each interaction must be managed across each part of the business where the customer evaluates, orders, uses, and makes payment for the product or service.
Patrick Kelly was a partner and co-founder of OSS Observer (purchased by Analysys Mason in 2008). Patrick has seventeen years of experience in the communication industry, primarily focusing on IP services, switching systems, and network management. Patrick was formerly Senior Analyst for OSS research at RHK. At RHK, he focused on the service assurance market segment and was involved in consulting projects for service providers and suppliers. He has researched IP services, Prior to joining RHK, Patrick was Director of Product Management for Aprisma Management Technologies. Patrick is a frequent speaker at industry conferences. He holds a bachelors degree from the University of Vermont, and an MBA from Plymouth College.
Nancee has over 25 years of experience in Network Engineering, Network Operations, and OSS. She focuses on monitoring and analyzing emerging trends, technologies and market behavior in the global OSS/BSS industry with emphasis on network-facing operations.
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.
|
CE11
Friday, May 8
9:00 AM
- 10:30 AM
|
Customer Experience - Mobility Focus
| Mobile Broadband – Exploiting the Opportunity, Not the Customer
Mobile broadband is taking off. This is an excellent opportunity to exploit, but operators must set the right levels of expectation if they want to be unburdened with high costs from returns and cancelations and retain their customers. This interactive session brings together industry experience about how mobile operators can ensure that their mobile broadband investment can be marketed as well as supported through the whole internal value chain to ensure customer satisfaction.
Njål is CEO of CellVision. He started his career in Telenor as a radio planner with responsibility for planning and simulation tools. From there he went on to manage Teleplan’s Telecom Software Business Area. In 2000 he co-founded CellVision and is responsible for general management, sales, business planning and strategy.
Patrick Kelly was a partner and co-founder of OSS Observer (purchased by Analysys Mason in 2008). Patrick has seventeen years of experience in the communication industry, primarily focusing on IP services, switching systems, and network management. Patrick was formerly Senior Analyst for OSS research at RHK. At RHK, he focused on the service assurance market segment and was involved in consulting projects for service providers and suppliers. He has researched IP services, Prior to joining RHK, Patrick was Director of Product Management for Aprisma Management Technologies. Patrick is a frequent speaker at industry conferences. He holds a bachelors degree from the University of Vermont, and an MBA from Plymouth College.
Marketing Director of CellVision with 20 years experience of mobile industry including product and operational management positions at HP and Actix.
Customer Experience Excellence: How T-Mobile became Virgin Mobile’s Number 1 Supplier
T-Mobile Service Management has the overall strategy to consistently manage and improve customer experience. Based on activities driven by T-Mobile (UK) Service Management, the relationship between Virgin and T-Mobile has flourished from a low point in 2003 to today, where Virgin Mobile rate T-Mobile as #1 supplier. This major turnaround was achieved by dedicated improvement measures including mutually agreed guiding principles, the application of recognized standards, regular service reviews and extraordinary personal commitment.
Jim Burke is CTO at T-Mobile Austria and in parallel also Executive Vice President of Service Management at T-Mobile International. Prior to this, he was Executive Vice President of European Operations for T Mobile International. Jim Burke joined T-Mobile International in January 2002.
Bryn Jones is Director of Mobile Delivery for Virgin Media and is responsible for all change, from products to customer services, required to support the Mobile business unit. Bryn joined Virgin Mobile in 1999 as Head of Technical Strategy and Planning.
PANEL : Achieving Excellence in Customer Experience
This panel session will examine how CEM is the ability to manage each interaction between the subscriber and the CSP in the order, fulfillment, billing, customer care, and assurance of services consumed. CEM is a strategic approach taken by the CSP to augment business processes and integrate a myriad of data sets and software systems to positively impact the subscribers’ experience. In order for a business to assess the customer experience, each interaction must be managed across each part of the business where the customer evaluates, orders, uses, and makes payment for the product or service.
Patrick Kelly was a partner and co-founder of OSS Observer (purchased by Analysys Mason in 2008). Patrick has seventeen years of experience in the communication industry, primarily focusing on IP services, switching systems, and network management. Patrick was formerly Senior Analyst for OSS research at RHK. At RHK, he focused on the service assurance market segment and was involved in consulting projects for service providers and suppliers. He has researched IP services, Prior to joining RHK, Patrick was Director of Product Management for Aprisma Management Technologies. Patrick is a frequent speaker at industry conferences. He holds a bachelors degree from the University of Vermont, and an MBA from Plymouth College.
Nancee has over 25 years of experience in Network Engineering, Network Operations, and OSS. She focuses on monitoring and analyzing emerging trends, technologies and market behavior in the global OSS/BSS industry with emphasis on network-facing operations.
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.
|
CE11
Friday, May 8
9:00 AM
- 10:30 AM
|
Customer Experience - Mobility Focus
| Mobile Broadband – Exploiting the Opportunity, Not the Customer
Mobile broadband is taking off. This is an excellent opportunity to exploit, but operators must set the right levels of expectation if they want to be unburdened with high costs from returns and cancelations and retain their customers. This interactive session brings together industry experience about how mobile operators can ensure that their mobile broadband investment can be marketed as well as supported through the whole internal value chain to ensure customer satisfaction.
Njål is CEO of CellVision. He started his career in Telenor as a radio planner with responsibility for planning and simulation tools. From there he went on to manage Teleplan’s Telecom Software Business Area. In 2000 he co-founded CellVision and is responsible for general management, sales, business planning and strategy.
Patrick Kelly was a partner and co-founder of OSS Observer (purchased by Analysys Mason in 2008). Patrick has seventeen years of experience in the communication industry, primarily focusing on IP services, switching systems, and network management. Patrick was formerly Senior Analyst for OSS research at RHK. At RHK, he focused on the service assurance market segment and was involved in consulting projects for service providers and suppliers. He has researched IP services, Prior to joining RHK, Patrick was Director of Product Management for Aprisma Management Technologies. Patrick is a frequent speaker at industry conferences. He holds a bachelors degree from the University of Vermont, and an MBA from Plymouth College.
Marketing Director of CellVision with 20 years experience of mobile industry including product and operational management positions at HP and Actix.
Customer Experience Excellence: How T-Mobile became Virgin Mobile’s Number 1 Supplier
T-Mobile Service Management has the overall strategy to consistently manage and improve customer experience. Based on activities driven by T-Mobile (UK) Service Management, the relationship between Virgin and T-Mobile has flourished from a low point in 2003 to today, where Virgin Mobile rate T-Mobile as #1 supplier. This major turnaround was achieved by dedicated improvement measures including mutually agreed guiding principles, the application of recognized standards, regular service reviews and extraordinary personal commitment.
Jim Burke is CTO at T-Mobile Austria and in parallel also Executive Vice President of Service Management at T-Mobile International. Prior to this, he was Executive Vice President of European Operations for T Mobile International. Jim Burke joined T-Mobile International in January 2002.
Bryn Jones is Director of Mobile Delivery for Virgin Media and is responsible for all change, from products to customer services, required to support the Mobile business unit. Bryn joined Virgin Mobile in 1999 as Head of Technical Strategy and Planning.
PANEL : Achieving Excellence in Customer Experience
This panel session will examine how CEM is the ability to manage each interaction between the subscriber and the CSP in the order, fulfillment, billing, customer care, and assurance of services consumed. CEM is a strategic approach taken by the CSP to augment business processes and integrate a myriad of data sets and software systems to positively impact the subscribers’ experience. In order for a business to assess the customer experience, each interaction must be managed across each part of the business where the customer evaluates, orders, uses, and makes payment for the product or service.
Patrick Kelly was a partner and co-founder of OSS Observer (purchased by Analysys Mason in 2008). Patrick has seventeen years of experience in the communication industry, primarily focusing on IP services, switching systems, and network management. Patrick was formerly Senior Analyst for OSS research at RHK. At RHK, he focused on the service assurance market segment and was involved in consulting projects for service providers and suppliers. He has researched IP services, Prior to joining RHK, Patrick was Director of Product Management for Aprisma Management Technologies. Patrick is a frequent speaker at industry conferences. He holds a bachelors degree from the University of Vermont, and an MBA from Plymouth College.
Nancee has over 25 years of experience in Network Engineering, Network Operations, and OSS. She focuses on monitoring and analyzing emerging trends, technologies and market behavior in the global OSS/BSS industry with emphasis on network-facing operations.
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.
|
CE11
Friday, May 8
9:00 AM
- 10:30 AM
|
Customer Experience - Mobility Focus
| Mobile Broadband – Exploiting the Opportunity, Not the Customer
Mobile broadband is taking off. This is an excellent opportunity to exploit, but operators must set the right levels of expectation if they want to be unburdened with high costs from returns and cancelations and retain their customers. This interactive session brings together industry experience about how mobile operators can ensure that their mobile broadband investment can be marketed as well as supported through the whole internal value chain to ensure customer satisfaction.
Njål is CEO of CellVision. He started his career in Telenor as a radio planner with responsibility for planning and simulation tools. From there he went on to manage Teleplan’s Telecom Software Business Area. In 2000 he co-founded CellVision and is responsible for general management, sales, business planning and strategy.
Patrick Kelly was a partner and co-founder of OSS Observer (purchased by Analysys Mason in 2008). Patrick has seventeen years of experience in the communication industry, primarily focusing on IP services, switching systems, and network management. Patrick was formerly Senior Analyst for OSS research at RHK. At RHK, he focused on the service assurance market segment and was involved in consulting projects for service providers and suppliers. He has researched IP services, Prior to joining RHK, Patrick was Director of Product Management for Aprisma Management Technologies. Patrick is a frequent speaker at industry conferences. He holds a bachelors degree from the University of Vermont, and an MBA from Plymouth College.
Marketing Director of CellVision with 20 years experience of mobile industry including product and operational management positions at HP and Actix.
Customer Experience Excellence: How T-Mobile became Virgin Mobile’s Number 1 Supplier
T-Mobile Service Management has the overall strategy to consistently manage and improve customer experience. Based on activities driven by T-Mobile (UK) Service Management, the relationship between Virgin and T-Mobile has flourished from a low point in 2003 to today, where Virgin Mobile rate T-Mobile as #1 supplier. This major turnaround was achieved by dedicated improvement measures including mutually agreed guiding principles, the application of recognized standards, regular service reviews and extraordinary personal commitment.
Jim Burke is CTO at T-Mobile Austria and in parallel also Executive Vice President of Service Management at T-Mobile International. Prior to this, he was Executive Vice President of European Operations for T Mobile International. Jim Burke joined T-Mobile International in January 2002.
Bryn Jones is Director of Mobile Delivery for Virgin Media and is responsible for all change, from products to customer services, required to support the Mobile business unit. Bryn joined Virgin Mobile in 1999 as Head of Technical Strategy and Planning.
PANEL : Achieving Excellence in Customer Experience
This panel session will examine how CEM is the ability to manage each interaction between the subscriber and the CSP in the order, fulfillment, billing, customer care, and assurance of services consumed. CEM is a strategic approach taken by the CSP to augment business processes and integrate a myriad of data sets and software systems to positively impact the subscribers’ experience. In order for a business to assess the customer experience, each interaction must be managed across each part of the business where the customer evaluates, orders, uses, and makes payment for the product or service.
Patrick Kelly was a partner and co-founder of OSS Observer (purchased by Analysys Mason in 2008). Patrick has seventeen years of experience in the communication industry, primarily focusing on IP services, switching systems, and network management. Patrick was formerly Senior Analyst for OSS research at RHK. At RHK, he focused on the service assurance market segment and was involved in consulting projects for service providers and suppliers. He has researched IP services, Prior to joining RHK, Patrick was Director of Product Management for Aprisma Management Technologies. Patrick is a frequent speaker at industry conferences. He holds a bachelors degree from the University of Vermont, and an MBA from Plymouth College.
Nancee has over 25 years of experience in Network Engineering, Network Operations, and OSS. She focuses on monitoring and analyzing emerging trends, technologies and market behavior in the global OSS/BSS industry with emphasis on network-facing operations.
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.
| |
Managing the Customer Experience (Eastern Europe)
|
CE13
Friday, May 8
11:00 AM
- 12:30 PM
|
Managing the Customer Experience (Eastern Europe)
| The New Mobile Experience- Driving Added Value through Subscriber-Centric Services
Learn how operators can enhance customer value through better policy control and the introduction of subscriber-centric services. As the industry moves towards 3.5G and 4G networks, there will be an explosion of complex new services and 3rd party content. How can operators get the most value from these new services and develop the innovative business models that will drive revenue growth and make the most of their CAPEX investments? Learn how some operators are utilizing policy management to not only control network resources, but to give subscribers more control over their entire mobile experience.
Bohdan Zabawskyj is the CTO of Redknee. Bohdan is responsible for driving Redknee's strategic efforts with particular attention to directing the evolution of the Redknee application development framework to meet the requirements of next-generation mobile networks.
Prior to Redknee, Bohdan worked at Telus Mobility (Clearnet), Bell Mobility and Bell Canada as Director for Research and Development.
Bohdan has a B.A.Sc. (Honours) degree from the University of Toronto, a M.Eng degree from McGill University, and an MBA (IT option) degree from Athabasca University.
Prior to Redknee, Bohdan worked at Telus Mobility (Clearnet), Bell Mobility and Bell Canada as Director for Research and Development.
Bohdan has a B.A.Sc. (Honours) degree from the University of Toronto, a M.Eng degree from McGill University, and has an MBA (IT option) degree at Athabasca University. He now lives in Woodbridge, Canada.
Online Customer Self-Service; Maximizing the Customer Experience
Case study of implementaton of Fixed / Mobile convergent eSHOP in Telefonica O2, Czech Republic – very first in the region. The first part covers current market conditions and drivers demanding online ordering and selfcare channels. The main part of presenation deals with the Selfcare solution challenges enountered on the way, such as:
a.Unification of diverse portals
b.Product catalogue issues
c.Business logic issues
d.Intuitive and personalized
e.Resilience of F/E components from back-end systems
The last part shows evaluation of realised benefits
Founder and MD of Emeldi Ltd., UK and Emedi Software Services s.r.o., Prague, Czech Republic.
Highly experienced International Telecommunication Business Specialist, Senior IT Consultant and Senior Program Manager / Director with extensive experience in regulated and deregulated telephony environments, gained through 25 years of employment and various consulting assignments in Canada, USA, Hong Kong, Germany, Netherlands, England, Czech Republic, Austria, Bulgaria and Australia.
Director of Product Marketing, Telefonica O2, Czech Republic
Rajeev Tankha is a Senior Director, Solutions and Product Marketing at Oracle Communications. In this role, Mr. Tankha is responsible for the developing and marketing of Oracle’s ‘Concept to Cash’ BSS and OSS solutions for the communications sector. These solutions include Rapid offer Design and Order Delivery, Unified BRM and CRM, Convergent Service Fulfillment Solutions for Consumer and Business Services.
Aristidis Korolios is a Senior Consultant in the IT Directorate at OTE, where he is responsible for the design of service provisioning solutions, reporting directly to the IT Planning Manager. Manages the planning and execution of projects for the enhancement of existing or the introduction of new service fulfillment architectures in order to meet the demands imposed by emerging technologies and services. Previously Aristidis was a Lead Engineer in Intracom Telecom's OSS Product Marketing & Professional Services departments managing OSS implementations and preparing proposals in the area of service provisioning.
|
CE13
Friday, May 8
11:00 AM
- 12:30 PM
|
Managing the Customer Experience (Eastern Europe)
| The New Mobile Experience- Driving Added Value through Subscriber-Centric Services
Learn how operators can enhance customer value through better policy control and the introduction of subscriber-centric services. As the industry moves towards 3.5G and 4G networks, there will be an explosion of complex new services and 3rd party content. How can operators get the most value from these new services and develop the innovative business models that will drive revenue growth and make the most of their CAPEX investments? Learn how some operators are utilizing policy management to not only control network resources, but to give subscribers more control over their entire mobile experience.
Bohdan Zabawskyj is the CTO of Redknee. Bohdan is responsible for driving Redknee's strategic efforts with particular attention to directing the evolution of the Redknee application development framework to meet the requirements of next-generation mobile networks.
Prior to Redknee, Bohdan worked at Telus Mobility (Clearnet), Bell Mobility and Bell Canada as Director for Research and Development.
Bohdan has a B.A.Sc. (Honours) degree from the University of Toronto, a M.Eng degree from McGill University, and an MBA (IT option) degree from Athabasca University.
Prior to Redknee, Bohdan worked at Telus Mobility (Clearnet), Bell Mobility and Bell Canada as Director for Research and Development.
Bohdan has a B.A.Sc. (Honours) degree from the University of Toronto, a M.Eng degree from McGill University, and has an MBA (IT option) degree at Athabasca University. He now lives in Woodbridge, Canada.
Online Customer Self-Service; Maximizing the Customer Experience
Case study of implementaton of Fixed / Mobile convergent eSHOP in Telefonica O2, Czech Republic – very first in the region. The first part covers current market conditions and drivers demanding online ordering and selfcare channels. The main part of presenation deals with the Selfcare solution challenges enountered on the way, such as:
a.Unification of diverse portals
b.Product catalogue issues
c.Business logic issues
d.Intuitive and personalized
e.Resilience of F/E components from back-end systems
The last part shows evaluation of realised benefits
Founder and MD of Emeldi Ltd., UK and Emedi Software Services s.r.o., Prague, Czech Republic.
Highly experienced International Telecommunication Business Specialist, Senior IT Consultant and Senior Program Manager / Director with extensive experience in regulated and deregulated telephony environments, gained through 25 years of employment and various consulting assignments in Canada, USA, Hong Kong, Germany, Netherlands, England, Czech Republic, Austria, Bulgaria and Australia.
Director of Product Marketing, Telefonica O2, Czech Republic
Rajeev Tankha is a Senior Director, Solutions and Product Marketing at Oracle Communications. In this role, Mr. Tankha is responsible for the developing and marketing of Oracle’s ‘Concept to Cash’ BSS and OSS solutions for the communications sector. These solutions include Rapid offer Design and Order Delivery, Unified BRM and CRM, Convergent Service Fulfillment Solutions for Consumer and Business Services.
Aristidis Korolios is a Senior Consultant in the IT Directorate at OTE, where he is responsible for the design of service provisioning solutions, reporting directly to the IT Planning Manager. Manages the planning and execution of projects for the enhancement of existing or the introduction of new service fulfillment architectures in order to meet the demands imposed by emerging technologies and services. Previously Aristidis was a Lead Engineer in Intracom Telecom's OSS Product Marketing & Professional Services departments managing OSS implementations and preparing proposals in the area of service provisioning.
|
CE13
Friday, May 8
11:00 AM
- 12:30 PM
|
Managing the Customer Experience (Eastern Europe)
| The New Mobile Experience- Driving Added Value through Subscriber-Centric Services
Learn how operators can enhance customer value through better policy control and the introduction of subscriber-centric services. As the industry moves towards 3.5G and 4G networks, there will be an explosion of complex new services and 3rd party content. How can operators get the most value from these new services and develop the innovative business models that will drive revenue growth and make the most of their CAPEX investments? Learn how some operators are utilizing policy management to not only control network resources, but to give subscribers more control over their entire mobile experience.
Bohdan Zabawskyj is the CTO of Redknee. Bohdan is responsible for driving Redknee's strategic efforts with particular attention to directing the evolution of the Redknee application development framework to meet the requirements of next-generation mobile networks.
Prior to Redknee, Bohdan worked at Telus Mobility (Clearnet), Bell Mobility and Bell Canada as Director for Research and Development.
Bohdan has a B.A.Sc. (Honours) degree from the University of Toronto, a M.Eng degree from McGill University, and an MBA (IT option) degree from Athabasca University.
Prior to Redknee, Bohdan worked at Telus Mobility (Clearnet), Bell Mobility and Bell Canada as Director for Research and Development.
Bohdan has a B.A.Sc. (Honours) degree from the University of Toronto, a M.Eng degree from McGill University, and has an MBA (IT option) degree at Athabasca University. He now lives in Woodbridge, Canada.
Online Customer Self-Service; Maximizing the Customer Experience
Case study of implementaton of Fixed / Mobile convergent eSHOP in Telefonica O2, Czech Republic – very first in the region. The first part covers current market conditions and drivers demanding online ordering and selfcare channels. The main part of presenation deals with the Selfcare solution challenges enountered on the way, such as:
a.Unification of diverse portals
b.Product catalogue issues
c.Business logic issues
d.Intuitive and personalized
e.Resilience of F/E components from back-end systems
The last part shows evaluation of realised benefits
Founder and MD of Emeldi Ltd., UK and Emedi Software Services s.r.o., Prague, Czech Republic.
Highly experienced International Telecommunication Business Specialist, Senior IT Consultant and Senior Program Manager / Director with extensive experience in regulated and deregulated telephony environments, gained through 25 years of employment and various consulting assignments in Canada, USA, Hong Kong, Germany, Netherlands, England, Czech Republic, Austria, Bulgaria and Australia.
Director of Product Marketing, Telefonica O2, Czech Republic
Rajeev Tankha is a Senior Director, Solutions and Product Marketing at Oracle Communications. In this role, Mr. Tankha is responsible for the developing and marketing of Oracle’s ‘Concept to Cash’ BSS and OSS solutions for the communications sector. These solutions include Rapid offer Design and Order Delivery, Unified BRM and CRM, Convergent Service Fulfillment Solutions for Consumer and Business Services.
Aristidis Korolios is a Senior Consultant in the IT Directorate at OTE, where he is responsible for the design of service provisioning solutions, reporting directly to the IT Planning Manager. Manages the planning and execution of projects for the enhancement of existing or the introduction of new service fulfillment architectures in order to meet the demands imposed by emerging technologies and services. Previously Aristidis was a Lead Engineer in Intracom Telecom's OSS Product Marketing & Professional Services departments managing OSS implementations and preparing proposals in the area of service provisioning.
|
CE13
Friday, May 8
11:00 AM
- 12:30 PM
|
Managing the Customer Experience (Eastern Europe)
| The New Mobile Experience- Driving Added Value through Subscriber-Centric Services
Learn how operators can enhance customer value through better policy control and the introduction of subscriber-centric services. As the industry moves towards 3.5G and 4G networks, there will be an explosion of complex new services and 3rd party content. How can operators get the most value from these new services and develop the innovative business models that will drive revenue growth and make the most of their CAPEX investments? Learn how some operators are utilizing policy management to not only control network resources, but to give subscribers more control over their entire mobile experience.
Bohdan Zabawskyj is the CTO of Redknee. Bohdan is responsible for driving Redknee's strategic efforts with particular attention to directing the evolution of the Redknee application development framework to meet the requirements of next-generation mobile networks.
Prior to Redknee, Bohdan worked at Telus Mobility (Clearnet), Bell Mobility and Bell Canada as Director for Research and Development.
Bohdan has a B.A.Sc. (Honours) degree from the University of Toronto, a M.Eng degree from McGill University, and an MBA (IT option) degree from Athabasca University.
Prior to Redknee, Bohdan worked at Telus Mobility (Clearnet), Bell Mobility and Bell Canada as Director for Research and Development.
Bohdan has a B.A.Sc. (Honours) degree from the University of Toronto, a M.Eng degree from McGill University, and has an MBA (IT option) degree at Athabasca University. He now lives in Woodbridge, Canada.
Online Customer Self-Service; Maximizing the Customer Experience
Case study of implementaton of Fixed / Mobile convergent eSHOP in Telefonica O2, Czech Republic – very first in the region. The first part covers current market conditions and drivers demanding online ordering and selfcare channels. The main part of presenation deals with the Selfcare solution challenges enountered on the way, such as:
a.Unification of diverse portals
b.Product catalogue issues
c.Business logic issues
d.Intuitive and personalized
e.Resilience of F/E components from back-end systems
The last part shows evaluation of realised benefits
Founder and MD of Emeldi Ltd., UK and Emedi Software Services s.r.o., Prague, Czech Republic.
Highly experienced International Telecommunication Business Specialist, Senior IT Consultant and Senior Program Manager / Director with extensive experience in regulated and deregulated telephony environments, gained through 25 years of employment and various consulting assignments in Canada, USA, Hong Kong, Germany, Netherlands, England, Czech Republic, Austria, Bulgaria and Australia.
Director of Product Marketing, Telefonica O2, Czech Republic
Rajeev Tankha is a Senior Director, Solutions and Product Marketing at Oracle Communications. In this role, Mr. Tankha is responsible for the developing and marketing of Oracle’s ‘Concept to Cash’ BSS and OSS solutions for the communications sector. These solutions include Rapid offer Design and Order Delivery, Unified BRM and CRM, Convergent Service Fulfillment Solutions for Consumer and Business Services.
Aristidis Korolios is a Senior Consultant in the IT Directorate at OTE, where he is responsible for the design of service provisioning solutions, reporting directly to the IT Planning Manager. Manages the planning and execution of projects for the enhancement of existing or the introduction of new service fulfillment architectures in order to meet the demands imposed by emerging technologies and services. Previously Aristidis was a Lead Engineer in Intracom Telecom's OSS Product Marketing & Professional Services departments managing OSS implementations and preparing proposals in the area of service provisioning.
|
CE13
Friday, May 8
11:00 AM
- 12:30 PM
|
Managing the Customer Experience (Eastern Europe)
| The New Mobile Experience- Driving Added Value through Subscriber-Centric Services
Learn how operators can enhance customer value through better policy control and the introduction of subscriber-centric services. As the industry moves towards 3.5G and 4G networks, there will be an explosion of complex new services and 3rd party content. How can operators get the most value from these new services and develop the innovative business models that will drive revenue growth and make the most of their CAPEX investments? Learn how some operators are utilizing policy management to not only control network resources, but to give subscribers more control over their entire mobile experience.
Bohdan Zabawskyj is the CTO of Redknee. Bohdan is responsible for driving Redknee's strategic efforts with particular attention to directing the evolution of the Redknee application development framework to meet the requirements of next-generation mobile networks.
Prior to Redknee, Bohdan worked at Telus Mobility (Clearnet), Bell Mobility and Bell Canada as Director for Research and Development.
Bohdan has a B.A.Sc. (Honours) degree from the University of Toronto, a M.Eng degree from McGill University, and an MBA (IT option) degree from Athabasca University.
Prior to Redknee, Bohdan worked at Telus Mobility (Clearnet), Bell Mobility and Bell Canada as Director for Research and Development.
Bohdan has a B.A.Sc. (Honours) degree from the University of Toronto, a M.Eng degree from McGill University, and has an MBA (IT option) degree at Athabasca University. He now lives in Woodbridge, Canada.
Online Customer Self-Service; Maximizing the Customer Experience
Case study of implementaton of Fixed / Mobile convergent eSHOP in Telefonica O2, Czech Republic – very first in the region. The first part covers current market conditions and drivers demanding online ordering and selfcare channels. The main part of presenation deals with the Selfcare solution challenges enountered on the way, such as:
a.Unification of diverse portals
b.Product catalogue issues
c.Business logic issues
d.Intuitive and personalized
e.Resilience of F/E components from back-end systems
The last part shows evaluation of realised benefits
Founder and MD of Emeldi Ltd., UK and Emedi Software Services s.r.o., Prague, Czech Republic.
Highly experienced International Telecommunication Business Specialist, Senior IT Consultant and Senior Program Manager / Director with extensive experience in regulated and deregulated telephony environments, gained through 25 years of employment and various consulting assignments in Canada, USA, Hong Kong, Germany, Netherlands, England, Czech Republic, Austria, Bulgaria and Australia.
Director of Product Marketing, Telefonica O2, Czech Republic
Rajeev Tankha is a Senior Director, Solutions and Product Marketing at Oracle Communications. In this role, Mr. Tankha is responsible for the developing and marketing of Oracle’s ‘Concept to Cash’ BSS and OSS solutions for the communications sector. These solutions include Rapid offer Design and Order Delivery, Unified BRM and CRM, Convergent Service Fulfillment Solutions for Consumer and Business Services.
Aristidis Korolios is a Senior Consultant in the IT Directorate at OTE, where he is responsible for the design of service provisioning solutions, reporting directly to the IT Planning Manager. Manages the planning and execution of projects for the enhancement of existing or the introduction of new service fulfillment architectures in order to meet the demands imposed by emerging technologies and services. Previously Aristidis was a Lead Engineer in Intracom Telecom's OSS Product Marketing & Professional Services departments managing OSS implementations and preparing proposals in the area of service provisioning.
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