 | | | Managing & Differentiating the Customer ExperienceTuesday May 18, 2010 2:00 pm - 3:30 pm | |
|  Chair: Arturo Pereyra, Senior Director, Marketing & Business Development, Oracle Corporation Arturo leads marketing and business development for Oracle's BSS and OSS solutions. He has over 15 years experience in the hi-technology and telecommunications industries. His experience also includes leading worldwide marketing activities for HP's Emerging Markets Group and was a co-founder for a venture-backed wireless company. Prior to this, he was an Associate with Booz Allen & Hamilton, New York, and worked in the Marketing and Multi-media practice.
| Utilising Supplier/Partner Relationship Management to Deliver an Improved Customer RelationshipThis subject creates many discussions from Telcos from both an internal and external perspective. Internally it means who owns the process and externally how to manage outsourcing to decrease cost while ensuring a better quality of service. This presentation will explore the model implemented in Croatian Telecom and will show how it used IT B2B software to support its ICT solution and offer business clients better customer service based on a SaaS platform. | Speakers: | | Nino Sipina, Head of Operations Support and Process Improvement, Croatian Telecom- HT | |  Nino Sipina has been working in process design and improvement and quality assurance subjects since 2002 within IT and other departments in Croatian Telecom.
Since graduation 1988 he has collected a great practical experience working as software developer for healthcare and manufacturing, IT system engineer on mainframe, various network platforms (Cisco, 3Com, NA, ...) and Microsoft system platform. Also a valuable process and operations management experience he had collected as the electronic engineer for Oil and Gas company on North Sea and Gulf projects.
The process expertise in Telecom he gets leading different strategic but also improvement projects based on eTOM and ITIL process frameworks and SIX SIGMA methodologies in Croatian Telecom. He has successfully accomplished several IT and process improvement projects in Croatian Telecom such as eBoard, IT asset and CMDB deployment, Service Assurance in IT, Supplier/Partner relationship management improvement program for Telco end others.
Since 2003, Nino is representative Of Croatian Telecom in TeleManagement Forum, he is the President of itSMF Chapter Croatia and owns ITIL certificate and Lean Six Sigma Green Belt Certificates.
| | Managing the Customer Experience through Fixed/ Wireless Convergence using TM Forum's Information Framework (SID) and Business Process Framework (eTOM)This presentation will discuss the integration of fixed and mobile BSS into a convergent solution and offering to drastically improve and manage the customer experience. Integration will be done via TM Forum's Information Framework (SID) and Business Process Framework (eTOM) to deliver what will be a centralised BSS/OSS solution for all members of the Telekom Slovenia Group, and will be offered as SaaS. Rollout will commence with the Macedonian operator One. | Speakers: | | Bostjan Robeznik, Information Technology Department Director, Mobitel, d.d. | |  Boštjan Robežnik was born in 1962 in Ljubljana. His formal education is as a Telecommunications Engineer. In 1992 Boštjan became the Head of Software Development at Iskra Robotec where he successfully finished 35 different industry automation and robotization projects in multiple EU countries and Australia. He joined Mobitel in 1997 as a Systems Programmer and Application Developer responsible for mediation. He later became Head of IN responsible for Mobitel IN systems such as prepaid, VPN and other advanced services. Between 2003 and 2007 he was the President of the Ericsson Charging group (PPS UG), which had, by the end of its second mandate, approximately 200 members from 50 different operators worldwide. Boštjan and his team successfully developed services for Mobitel such as USSD Televoting and ‘Uvertura’ ringback tone. He assumed his present position of Director of Information Technology on 1 July 2006. In March 2009 he was awarded Manager of the year 2008 in the field of Information Technologies and ‘CIO of the year 2008’ for his innovative approach with SOA technologies. In 2009 IBM recognized Mobitel for outstanding dedication to building and implementing innovative solutions using SOA. Mobitel also won “SOA Industry Case Study Award” in The Telecommunications and Media industry. | | New Wave Transformations: Focused Projects, Fast Execution, and High ImpactTelecom Operators have taken unique paths to creating differentiated customer experience. This session will discuss the new approach to transformation and the importance of order management to achieving the goals of rapid offer design and order delivery. | Speakers: | | Nizam Arshad, VP IT, Telekom Malaysia Berhad (TM) | |  Nizam Arshad is Vice President of Group Information Technology for Telekom Malaysia Berhad. He is responsible for defining overall IT strategy and oversees IT operations for the group. Prior to joining Telekom Malaysia, he has had several roles in systems support and solution management with global companies including Nixdorf Computer, Ericsson AB, IBM Inc and Sun Microsystems Inc. He joined Telekom Malaysia in 2007 where he was appointed as General Manager for IT Architecture to look into migration of all legacy systems. He was later appointed as Vice President Group IT in 2008 to lead TM IT transformation to support new generation services in line with the national High Speed Broadband project. Nizam holds a bachelor’s degree in Computer Engineering from Case Western Reserve University, Cleveland, Ohio. | | Rajeev Tankha , Senior Director , Oracle Corporation | |  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. | |
| | Improving Customer Experience through Knowledge & MonitoringTuesday May 18, 2010 4:00 pm - 5:30 pm | |
| Chair: Scott Kolman, Global Marketing Lead - Customer Management, , Amdocs Management Limited With more than 20 years of high-tech marketing experience, spanning product marketing, strategic alliances, industry and channel marketing, market management and marketing communications, Scott Kolman is a recognized marketing professional, specializing in the communications industry. Scott is currently responsible for defining the market strategy and direction, creating awareness, positioning, and bringing to market Amdocs’ customer management products and solutions. His efforts played a key role in obtaining numerous prestigious awards for Amdocs CRM products, including “One to Watch” (Enterprise Suite CRM Category, CRM Magazine), “Top 15 Software Product” (Amdocs CRM CES 7.5, ISM Inc.), and “Product of the Year” (Call Center Magazine).
| A Superior Customer Experience – Addressing the Outer EdgeService providers are facing critical operational challenges in optimizing multi play service delivery while assuring superior customer quality of experience (QoE). To be successful, the focus must change from network and infrastructure quality to service quality, especially home services automated configuration and performance management. This panel session will discuss:
• implementing MTOSI compatible proactive service fault management and continuous performance monitoring of home networking equipment solutions; and
• the Celtic research project Magneto which addresses the challenges of integrating home networks and end user devices into service management. | Speakers: | | Javier Lucendo de Gregorio , Head of Digital Home and Office, Technology and Services Development, Telefonica Moviles España | | Javier is responsible in Telefonica Spain for technical definition, selection and validation of access devices, in-home connectivity and service related devices, such as Set Top Boxes, voice and VoIP terminals and PBXs. He is also involved in coordination activities within Telefonica Group regarding digital home. Javier has more than 10 years of experience on devices in the Service Provider domain, starting with the mass deployment of ADSL systems and IPTV. | | Jean Schmitt, Director of Marketing, Home Performance Management, JDSU Test & Measurement | |  Mr. Schmitt is responsible for setting the strategic focus and driving the business direction for the company’s portfolio of application-aware, end-to end, multi-play service assurance solutions for the delivery of advanced video, voice, and data services. He also has worldwide experience helping providers ensure the quality and effectiveness of their broadband service rollouts and is recognized in the industry for leadership in service assurance. | | Chris Stanley, Vice President, Solutions Division, JDSU Test & Measurement | | Chris Stanley is a results-driven, executive known for driving global business development, product management and delivery excellence for high-tech products and services with over 20+ years of experience. Currently, Stanley is focused on driving testing and assurance strategies for global service providers helping them assure a high quality of service/experience for their next generation wireline and wireless services. | | Martin Zach, Principal Research Scientist, Nokia Siemens Networks | |  Dr. Martin Zach is responsible for research projects and innovative service assurance concepts at Siemens IT Solutions and Services. He has published articles on distributed management approaches and spoken on events like the CELTIC Event 2007 in Berlin. | | Robin Mersh, Chief Executive Officer, Broadband Forum | | Robin Mersh joined the Broadband Forum as COO in July 2006, and was promoted to CEO in July 2010. He has worked in the telecommunications industry for over 18 years, starting at Cable & Wireless and then moving on to BT before moving to the US in 1999. He worked in business development and alliance management for various OSS software companies in the states, mainly in network and service provisioning and activation, where he negotiated and managed several large OEM agreements. Originally from Cambridge in the United Kingdom, he received a Bachelor of Arts degree with honors from Queen Mary and Westfield College, University of London in 1992. | |
| | Investigating Service Quality ManagementWednesday May 19, 2010 9:00 am - 10:30 am | |
| Chair: Mauro Carobene, Senior Vice President, Europe West, Comptel  Mauro is global head of OSS solution Management and Integration team in Nokia Siemens Networks. He is responsible for defining and building the company’s solution portfolio.
Mauro has more than 15 years of experience in the OSS business, where he has been holding managerial roles in many functions, e.g. R&D, Consultancy, Sales and System Integration. Mauro is a member of the TMF Executive committee.
| Achieving a Holistic View of Service Quality by Consolidating Multi-Vendor & Multi-Technology Perfomance Indicators with Customer Transaction DataThis presentation will deliver a holistic view of service quality by: - drilling down on every interface and their distinct contribution to the fulfilment of customer service requests. - creating qualitative quality indicators for customer experience approximation with root cause links to live element performance. - combining the heterogeneous approaches of planning and operations departments for accurate service quality assessment. | Speakers: | | Kostas Vlahodimitropoulos, Deputy Director, Service Quality Management, Cosmote | |  Mr Kostas Vlahodimitropoulos is Deputy Director - Network Performance Monitoring & New Technology in Cosmote – the leading Greek mobile operator. Mr Vlahodimitropoulos has a joint experience of network planning and operations, as well as of software engineering. He has worked as a Software Engineer in RAM Mobile Data in New Jersey, USA. His responsibilities includes the design and implementation of network-wide data warehouse for the on-line analysis of network performance and interactive presentation techniques using powerful web-based geographic information systems. | | Anastasia Anagnostopoulou, Network Performance Monitoring Section, Cosmote | |  Anastasia Anagnostopoulou was born in Kalamata, Greece, in 1980. She received the Electrical & Computer Engineering Diploma from the National Technical University of Athens, in 2004. Since 2004, she is with Cosmote Mobile Telecommunications in Service Quality & Technology Management Department, where her responsibilities include monitoring and analysing network performance in order to evaluate the QoS for different network functionalities and services, as well as participating and appraising several trial projects. | | Case Study: Technical Support – Providing Positive Results and a Long-Lasting Relationship with the CustomerThis talk will discuss designing support processes for mission-critical systems at Oi, one of the major telecom convergent service providers in Brazil. The study describes the mechanisms and methodology used to establish best practice for customer service and the guarantee of quality for technical support for Oi’s OSS, all of which are used massively and of critical importance for a successful customer experience. Other aspects covered include difficulties faced and benefits achieved up to the present date (investment to cut costs). | Speakers: | | Sergio Barros, OSS Manager, TELEMAR NORTE LESTE S.A. | |  Sergio Freitas has a degree in Electrical Engineering and works at Oi for the last 14 years. He is currently the OSS Service Fulfillment Manager at IT Department and has large experience in planning, design, development, integration and deployment of OSS. He also lectures Requirement Management at Santa Ursula University for Computer Engineering. | | Raquel Moreda Perroni Gutierrez, Customer Support Manager, CPqD | |  Customer support manager for OSS at CPqD with vast experience in team management for IT projects and structuring technical support Level 1 (customer care) and Level 2 (simulation, diagnosis and corrective measures) at the corporate level. She holds a degree in Computer Science graduation from the Sao Paulo University, Business Management specialization at Campinas University and PMP-certified. | | Paulo Ricardo Vaggione, Product Manager, Squadra Tecnologia | |  Product Manager for Workforce Management Solutions at CPqD, Paulo has a degree in System Analysis at Campinas Catholic University, with specialization in Business Management at Campinas University and is a Project Management Professional certified by PMI. | | | Driving Enterprise Customer Service ExcellenceNo customer is more demanding (or valuable) than an enterprise customer. Ensuring the customer experience is crucial to retention, premium SLA performance, and growth; yet traditional methods of monitoring, measuring and acting are frequently too network-centric, too reactive and ultimately “too little, too late”. Best practices in holistic, proactive service management reveal enterprise customer’s needs, and indicate when, where and how to take action. An incumbent European operator will discuss how they addressed these challenges. |
| | Strategies to Provide an Exceptional Customer ExperienceWednesday May 19, 2010 11:00 am - 12:30 pm | |
| | Chair: remove osi, VP Marketing and Sales, Objective Systems Integrators 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) .
| Enabling Change: Transformation Strategies to Drive Customer ExperienceSo you have a technology roadmap, a customer experience framework and a product strategy that are destined to differentiate. The question remains how do you engage the multiple stakeholders along the way to enable the changes your transformation will drive?
Internal, external, operational silo's, vendors, third parties - Rogers Communications tackles a business transformation that will affect 45,000+ individuals who represent their brand and the customer experience. | Speakers: | | Leona McCharles, Director, Strategy & Enablement, Rogers Communications Inc. | |  Leona McCharles is the Director of Strategy & Enablement within ITS at Rogers Communications in Toronto, ON Canada.
Leona is accountable for Strategy & Planning, Capability Catalogue, Process Engineering, Sustainability and Organizational Change Management | | Managing the Customer Experience: A New Approach for Improving Customer Expectations and Delivering Competitive AdvantageTELKOM (Indonesia) has performed a transformation to improve customer expectations by implementing a customer experience solution based on TM Forum programmes. Alignment of KQIs/KPIs for customer experience and from an operation perspective is a challenge. The TELKOM Operation Blueprint, covering commercial off the self IT implementation and new business processes, is shared and how lean operations were achieved. The presentation will also share the results of customer experience research and how TELKOM have improved customer experience, expectation and competitive advantage. | Speakers: | | Bengris Pasaribu, Manager Solution Enterprise, PT Telkomunikasi Indonesia | |  Bengris Pasaribu, Master of business from Institute Management of Telkom. Before 2009, developing support system solution and active in ITU-T. Since 2009 until now as Manager Lab Solution Enterprise in R&D Centre. Experience in the development and implementation application for enterprise solution include cloud computing. Currently focused for creating community based cloud application for small medium enterprise.
| | Ahmed Yasser, Manager Service & Product Planning, PT Telkomunikasi Indonesia | |  Yasser's expertise is in OSS/BSS Solutions Architect, Services Management Development and Evaluation. He has produced number of commendable works including: Master Plan for NGN Network Operations and Services Management, and Customers Experience Management Model. He also participates as an Editor for ITU-T Study Group 4. Held degree in Telecommunication Engineering from Telkom Institute of Technology, Master of Business Administration (specialized in Technology Management and Entrepreneurships) from ITB School of Business Management, and also an international certified ITIL | | Tata Communications: Partnering with customers by offering back office OSS/BSSThis presentation will focus on Tata Communications as a wholesale provider and partnering with its customers by offering its back office OSS/BSS environment as a white labeled service to partners. One such successful deployment in the market was between Tata Communications and BT Group where BT would have access to Tata's Routing capabilities and on-line management systems. | Speakers: | | Mounir Merhi, Director, Business Solutions Group, Chief Enterprise Architect, Tata Communications Ltd | |  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. | |
| | Utilising Business Intelligence to Create LoyaltyWednesday May 19, 2010 2:00 pm - 3:30 pm | |
| Chair: Chris Ballard, CIO, Aria Chris Ballard is CIO of Aria, the service provider that is launching the first national network in Italy using the WiMAX access technology. Chris headed major systems development initiatives at IBM, Telecom Italia, Lucent Technologies, and the TM Forum. Chris also led IT deliveries for Siemens, Granite Systems, and British Telecom.
| Keeping Customers from "Cutting the Cord"European cable and TV based operators face several challenges when trying to keep customers from “cutting the cord” for online video and popular programming. Each time a customer cuts the cord to go to inline based services; it fuels a behavior and freedom that is detrimental to core business model of the video operator. Losing VoD revenues to on line content providers and premium programming networks such as the latest MTV reality series or NBC’s popular drama series is a problem that can cause customer loss elsewhere in the pay TV subscription. To protect this valuable “brand identity” and give more value to current TV or mobile service, the idea of TV Everywhere emerged is now a primary concern for European Operators witnessing the popularity of streaming video like CinemaNow and on line content seen on WWiTV and BeeLine TV. The innovation required to make these platforms successful is to understand and deploying a successful Subscriber Data Management strategy that not only gives “one view” of the customer, but enables real time transactions in the network. Kelly will cover the key components required to utilize a subscriber transactional platform that enables key advanced video services like multi network controls and subscriber allowances for TV Everywhere offers. | Speakers: | | Kelly Anderson, Director, MVO Solutions , Openet | |  As the Director of MVO Solutions for Openet, Kelly Anderson works closely with video operators on enhanced experiences through personalized data. Previously, as President of ipdr.org, she oversaw its merger into the TM Forum and launched the Cable sector. Kelly also held leadership positions in AT&T, Birch Telecom, and key BSS providers. | | Customer Value OptimisationGlobe Telecom operates in a maturing market with falling rates of subscriber growth and ARPU. NSN is helping Globe to increase profit per customer via 'Customer Value Optimisation' (CVO) which seeks to identify opportunities for Globe to improve its economic performance as follows:
- Increase revenue realized from billable events
- Decrease cost to serve by reducing network utilization for non-billable events
- Identify and reduce factors contributing to avoidable customer churn.
- Stimulate increased customer usage and billable events | Speakers: | | Anthony Houlahan, Principal Consultant, Nokia Siemens Networks | |  Anthony Houlahan is based in Singapore and works as a Principal Consultant with NSN Consulting and helps his clients improve returns from their assets.
Prior to Nokia Siemens Networks, Anthony was Vice President of Marketing for Asia Pacific at Alcatel-Lucent; Director of Strategy for Asia Pacific for Lucent Technologies; and a Senior Consultant with Accenture.
He has a degree from Cardiff University and an MBA from INSEAD.
| | Customer Experience MonitoringBillions are spent worldwide on internal KPI and SLA measurement. If only one moving part fails, the customer sees overall failure. Business intelligence in silos will not highlight this failure. Operators must see from the customer’s view point: re-assembling all the moving parts into a single view allows you to monitor total customer experience. Understanding the entire customer engagement cycle drives:
• High quality customer self-service
• Reduced customer churn
• Long term loyalty | Speakers: | | Gil Winters, Head of Customer Experience Analytics, Telstra Corporation | | not available | | Robert Beck, CEO, CR-X Pty Ltd | |  Over the last 25 years Robert has held senior roles in the IT and Telecommunications industries in Australia and the US. Robert’s expertise is in CRM and Call Centres working with Telstra, Optus (SingTel), Telecom New Zealand. Prior to CR-X, Robert was the CEO at New Telecom Australia. | |
| | Preventing Churn through Customer Loyalty & FeedbackWednesday May 19, 2010 4:00 pm - 5:30 pm | |
| Chair: Benedict Enweani, CEO and Co-Founder, Ontology Systems As CEO and co-founder of Ontology Systems, Benedict is the leading the company to become the pre-eminent innovator of semantic solutions in the data center and networking marketplace. Before founding Ontology in 2005, Benedict was CTO at Corvil Networks and CTO at Orchestream (now Oracle).
| Integrate, IterateI & Mind the Execution – A Framework for Successful Churn Prevention at Germany's Leading Cable Service ProviderIn this session, Kabel Deutschland – Germany’s largest cable service provider and Analyx jointly outline a path to more effective churn prevention. It is based on an approach that was successfully developed and introduced in 2009. We propose a framework of key factors, which emphasize analytics & execution. Benefits: hands-on advice with regards to data integration, modeling, iterative improvement and streamlining of pre-emptive outbound processes. The case study is enriched with a demonstration of ROI impact. | Speakers: | | Christian Tausend, PhD, Head of Customer Life Cycle and Churn B2C Products, Kabel Deutschland GmbH | |  Christian is heading the churn, retention and customer life cycle activities at KabelDeutschland for TV, internet and phone products and has over 2 years of relevant Telco industry experience. Prior to that he worked in two VC-financed start-up companies. Christian has a Doctorate and Masters degree in Marketing and Innovation Management from the University of Munich. | | Joe Lichtenberger, Director, Business Performance Management, kabel deutsch | | Joe has over 10 years telko experience starting at an alternative DSL provider which was subsequently acquired by Telefonica. Since 2005 at KD in both strategic and operational roles. Today director of Business Performance Managemnt responsible for churn management, addressable market and process improvement. Joe has a MBA from the Wharton School of Business. | | Sascha Stürze, CEO, Analyx | |  Sascha is the founder and CEO of Analyx - a consulting firm, which specializes on applying cutting-edge analytics in order to improve the quality of marketing and sales decisions. Having worked as consultant and project manager at McKinsey & Co. before, Sascha has more than 7 years of Telco experience, dominantly in the European MNO and Cable space. His background is in Management Information Systems. | | Achieving Accurate Audience MeasurementToday, most measures of audience participation in video programming, advertising and special video features are obtained through a small sampling of viewers’ habits that are generalized to broad, national demographics. This does not allow the flexibility that MSOs need to service customers adequately and design programming guides, promotions and selections that are desired by consumers—thereby risking churn to competitors.
This presentation will highlight the benefits and best practices behind a comprehensive audience measurement strategy.
| Speakers: | | Michael Manzo, CMO, Openet | |  As Chief Marketing Officer, Michael Manzo oversees all aspects of marketing and product management. Prior to joining Openet in July 2006, Michael worked in Nokia’s Enterprise Solutions group, and has held executive positions at Traverse Networks (acquired by Avaya), Omnisky (acquired by EarthLink) and Telocity (acquired by Hughes DirecTV). | | Leveraging Social Media for Reducing Churn and Improving Customer LoyaltyNot only are customers enjoying a far greater circle of influence today than they have ever had. Customers can voice their opinions instantly though online forums, blogs, communities, etc., and now the impact is much stronger and wider. This talk will discuss how to use social media such as Twitter and Facebook to understand what’s being said about your products and services and how to use these for improving customer loyalty, preventing churn, and becoming a new channel for communications with customers. This talk is both timely, and critical, with the social media Tsunami. | Speakers: | | Tal Givoly, Chief Scientist, Amdocs Management Limited | |  Tal Givoly has more than 20 years’ experience in telecommunications technologies and software development, including management positions at Amdocs and XACCT, and leads all Amdocs’ innovation activities. Tal has produced numerous patents, is a frequent speaker, and is actively involved in industry consortiums, including serving on TMF's Board of Advisors | |
| | Business Excellence through Benchmarking, Monitoring & Service PerformanceThursday May 20, 2010 9:00 am - 10:30 am | |
| Chair: Tony Kalcina, Executive Director, Clarity  Tony Kalcina is Executive Director of Clarity, responsible for helping formulate the company’s strategic direction and guiding its resources to deliver on that vision.
Tony has 30 years experience in the global telecoms industry. His career includes 10 years at Telstra (OTC) where he started as an R&D Engineer and later held senior roles in Operations, Engineering and IT. Within Telstra he created and led an award winning 80 member operational support systems (OSS) development team. Tony then spent 3 years as an expatriate, initially as GM of IT in a newly established Malaysian telecoms company, and then as the founding CEO of a Malaysian IT company delivering BSS and OSS solutions, growing the business to annual revenues of $90m.
As Founder of Clarity, Tony conceived the Unified Operational Management vision, and led the company as its CEO for its first 10 years of operations - raising capital, growing the company to over 180 staff worldwide with annual revenues of $45m, taking Clarity public on the ASX in 2000 and merging with Powerlan in 2002.
A fervent evangelist for Unified OSS, Tony is acknowledged for his contribution to industry and in 2010 he was appointed as a member of TM Forum Advisory Council, where he provides executive assistance and advice to the Chairman of the TM Forum. Tony has also subsequently been appointed as Chair of the TM Forum Energy Smart Grid Community, where he drives the standardisation challenges for the Energy transmission and distribution industry as they evolve to support renewables and Smart Grids.
Tony has a BE (Electrical Engineering) and BSc (Hons) in Computer Science and Physics from the University of Sydney.
| Ensuring Best Customer Experience through End-to-End Customer-Centric MonitoringCustomer experience is a very personal and individual perception, while network monitoring often tends to provide an aggregated view across the entire customer base. Ensuring best customer experience is the art of understanding the full end-to-end service delivery chain including customer devices, deriving concrete actions from those insights to maintain or further improve customer experience. The speaker will discuss a CEM approach for developing a customer-centric service performance view and how to embed it in day-to-day business. | Speakers: | | Ralf Mehlan, Vice President Service Strategy, Deutsche Telekom AG | |  Dr. Ralf Mehlan, VP Service Management – Service Strategy, Deutsche Telekom AG, is based in Bonn, Germany. He drives the strategic shaping of the Service Management organization. Ralf Mehlan has been in the telecoms business for over 20 years, holding leadership positions in strategy, architecture and development, such as Head of International Data Services Development as well as in sales and marketing. Before joining Deutsche Telekom Ralf acted as CTO of a venture capital funded company focusing on call center automation solutions. Prior to that Ralf gathered years of international work experience working for Philips Business Electronics in the USA as Director Sales Engineering and Key Account Manager. Ralf Mehlan holds a Ph.D. in Electrical Engineering from the University of Aachen, Germany and completed his diploma thesis at the Imperial College of Science, Technology and Medicine in London. | | Unified Service OperationsIn today’s competitive marketplace where customer expectations about service performance have changed drastically, the challenge of assuring the end user’s experience has been complicated by the exponential growth of sophisticated endpoints and applications, and the convergence of multi-domain networks. The speakers will discuss how AT&T, the largest US multi-service provider, is making significant strides to transform its network performance monitoring and management environment to ensure a better customer experience while managing an expanded set of services and evolution in network technologies. | Speakers: | | Mark Francis, Vice President, AT&T Inc. | |  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. | | Rakesh Kumar, Principal, Technology, Media and Telecommunications, Deloitte | |  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. | | COMSTAR-UTS Establishes New QoS Standards for the Russian VPN Service Market with its Pioneering SLA MonitoringCOMSTAR-UTS, the leading Russian telecom provider, has implemented a guaranteed QoS offering for VPN users based on a SLA between the operator and subscriber. The service is provided using a wiSLA BPM/SOA based hardware/software solution. COMSTAR-UTS provides its corporate clients with access to its wiSLA web portal reflecting the basic indicators for VPN reliability and QoS. To prevent quality degradation, COMSTAR-UTS engineers use more detailed statistics with predefined QoS thresholds for NGN VPN. | Speakers: | | Vadim Nikiforov, Director, Corporate Network Maintenance Support Department, COMSTAR-UTS | |  Mr. Nikiforov has more than 20 years’ experience in telecommunications technologies. As a Director of the Corporate Network Maintenance Support Department, Vadim oversees the networks of more than 70 thousand companies and enterprises. He is responsible for network continuity, contingency planning and disaster recovery of COMSTAR-UTS networks. MGTS is COMSTAR-UTS subsidiary company. Vadim graduated from Kiev Radio Engineering Academy. | | Roman Kirichenko, Director, Corporate Network Department, MGTS | |  Roman has over 15 years experience in telecommunications, 10 of which he worked at the COMSTAR group of companies. MGTS is part of COMSTAR and provides modern telecommunication services utilizing advanced technologies. At the present time Mr. Kirichenko manages the Moscow fixed network operation for corporate customers. He graduated from Moscow Telecommunication and Information University and has a PhD in Technical Sciences. | | Dr. Sergey Anfilofiev, Deputy General Director, BI Telecom | |  25 years in Telecom and IT business. Involved in Telecom Management/OSS/BSS projects on the Russian market since mid 90s. Actively participated in the work of ITU-T SG10 ( Languages and general software aspects for telecommunication systems) in 90s. General Director of Russia-Italian OSS development company in the early 2000s. PhD diploma in 1988. | |
| | Managing the Customer Experience Eco-SystemThursday May 20, 2010 11:00 am - 12:30 pm | |
| Chair: Colin Orviss, Founding Partner, Parhelion Global Communications Advisors Colin launched Parhelion Global Communications Advisors in March 2010 to provide strategic advisory services on business model transformation and information systems optimization to Communications Service Providers (CSP) globally. He has >35 years’ experience in the Communications arena, having worked in senior engineering positions for two European CSPs and in senior international roles in major US and Indian corporations. He has been an independent international telecommunications consultant since 1992 working for CSPs in over 50 countries in all continents. In this role, he has defined the transformational business model for >5 CSPs, enterprise information systems architectures for >15 CSPs and programme managed the implementation of solutions as business change catalyst for the CSPs. He regularly speaks at industry events on transformation and business optimisation as well as new business models.
| Transforming IT by introducing Business Process ManagementSwisscom has decided to transform its IT from mainly legacy applications to a new world. The most important stream is the shift from a custom build order handling solution to an off-the-shelf product by migrating to business process management, event processing and master data management technologies. This presentation will examine this transformation and the audience will gain insight into the approach and the lessons learned from a large Tier-1 service provider. | Speakers: | | Olaf Melber, Head of Application Integration, Swisscom AG | |  Olaf Melber is the Head of Delivery Center Application Integration at Swisscom (Switzerland) Ltd. He is responsible for all integration and Business Process Management technologies (architecture, development, QA and support) within Process-IT department at Swisscom. This includes the responsibility for the BPM based order handling system of Swisscom. | | Customer Experience Management: How it helps in the 3G EraCustomer experience management (CEM) becomes a new frontier in the 3G landscape of China. In a world beyond voice, great CE is no longer a luxury but a necessity. No longer is just a test trail of the handset sufficient; all aspects of customer interaction and products served in all contact channels must be tested. We have defined CEM in terms of process, contact, environment and product and developed frameworks on creating CE for operators’ individual and enterprise services. | Speakers: | | Willa Mo, Consulting Director, Ericsson | |  Currently consulting director of Ericsson Consulting Great China. Being with Ericsson for more than 12 year, Willa was in the management role of marketing and sales and then became a senior consultant. Before joining Ericsson, Willa worked for China Telecom in planning and operation. | | “Customer First” @ NetCologneTo survive in the harsh competition NetCologne - as a local full service provider in Germany - has to put the customer into the center of universe. This presentation will focus on NetCologne's efforts on the business and IT side - how activities like localization (multi brand philosophy) or service innovation on one hand and best practices and agility on the other hand can keep customers on their side and the big sharks in the distance. | Speakers: | | Jürgen Kürsch, Head CRM Development, NetCologne GmbH | |  Dr. Jürgen Kürsch is head of CRM application development at NetCologne GmbH, a local telco full provider in the area of Cologne, Germany. He is responsible for both inhouse and web-based CRM systems, including web-based customer self service and order management in a multi-brand company. | | Werner Kohl, Senior OSS/BSS Solutions Architect, Siemens AG | |  Werner Kohl has been associated with Telecom Industry for more than 20 years. He was leading many successful OSS/BSS projects in that period and contributed in various roles (Consultant, Senior Solutions Architect, PM, Project Coach). He is now in the Global Solution Management Team for Telco with Siemens IT Solution and Services (SIS). | | | | | | Summit Keynotes |  | Nino Sipina
Head of Quality Assurance and Support Department
|  | Nizam Arshad
Sales
|  | Philipp Rettenbacher
IT - Head of Enterprise Architecture
|  | Bostjan Robeznik
Information Technology Department Director
|  | Rainer Salcher
Head of Strategy Portfolio & Architecture Department, 
|  | Günther Ottendorfer
Technology Director Europe
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