Wednesday, September 23, 2015 9:00am to 5:30pm
Kensington, Powai, Mumbai, India
Wednesday, September 23, 2015 9:00am to 5:30pm
Kensington, Powai, Mumbai, India
Channel Hopping Scenarios & Solutions for Omni Channel.
Hosted by: Cognizant
Who Should Attend: TM Forum members. Complimentary admission!
About Action Days
This event is a single workshop focused on Customer Experience Management and will work on Channel Hopping Scenarios & Solutions for Omni Channel. While TM Forum is a global organization we also run local events. This event is specifically designed for people living in the greater Mumbai area and is intended to provide a new opportunity for them to engage in the Forum and future best practices in the area of Customer Experience Management. If you are an employee of a TM Forum member company, please join the Customer Experience Management team, and register for the event here.
Why Customer Experience Management
Customer Experience is vital to any company’s reputation and growth. At this Action Day, TM Forum members will be working together to collaborate on outlining channel hopping business scenarios and solutions for seamless Omni Channel customer experience. The workshop will examine customers’ channel hopping behaviors during their journey using TM Forum’s Customer Experience Lifecycle Model. The use cases produced during the day’s workshop will become an integral part of the assets of the Customer Experience Management Solution Suite of best practices and guides after they have been edited, reviewed and finalized. Due credit will be attributed to all participants in the final asset base.
This is an interactive session – work will be done in small groups guided by a facilitator who will step the groups through exercises to create the outputs.
All workshop participants are encouraged to stay involved after the workshop by attending regular meetings or collaborating online and following through to assist in having this work become part of the best practices.
To register and for any further information, please contact Snigdha Mitra.
Agenda Highlights:
Download a detailed agenda here.
9:00 am – 10:15 am – Introductions and overview of the session
10:15 am – 11:00 pm – Working session #1 – Begin omni channel scenario build-up
11:00 am – 11:15 am – Tea/Coffee Break
11:15 am – 12:15 pm – Working session #2 – Detailed sequence flows, actors, OSS/BSS functional impact and mapping to TM Forum Application Framework (TAM)
12:15 pm – 1:00 pm – Lunch
1:00 pm – 1:45 pm – Working Session #3 – Metrics and Data Sources
1:45 pm – 2:15 pm – Pitch Backs
2:15 pm – 3:00 pm – Working Session #4 – Actions and Processes
3:00 pm – 3:30 pm – Tea/Coffee Break and networking
3:30 pm – 4:15 pm – Working Session #4, continued
4:15 pm – 5:15 pm – Discussion of results
5:15 pm – 5:30 pm – Wrap up
To register and for any further information, please contact Snigdha Mitra.
Address:
Cognizant
12th & 13th Floor, Kensington, IT/SEZ,
Hiranandani Business Park,
Powai,
Mumbai – 400 076
Tel: 91 22 4422 8000
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