Action Day Local Mumbai - Customer Experience Management

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:

  • Identify and discuss key business scenarios relating to Omni Channel
  • Small group exercises to develop practical use cases to address these challenges
  • Share and compare use cases, solutions and best practices across groups

Download a detailed agenda here.

9:00 am – 10:15 am – Introductions and overview of the session

  • Overview of TM Forum and how our collaboration/best practice development works
  • Introduction to the template that will be used for the day
  • Introduction to relevant TM Forum best practices that will be used as resources
  • Group formation and identification of which business scenario each group will work on – create relevant personas and situations for the scenario
  • Share ideas across the groups

10:15 am – 11:00 pm – Working session #1 – Begin omni channel scenario build-up

  • Work on the first part of the channel hopping scenario: business benefits, journey mapping, initial sequence of process flows and overall customer behavior considerations
  • Last 10 minutes will be pitch backs to the group – share thoughts/ideas.

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

  • Identify metrics and data sources that will be needed to make this scenario implementable. Define any new metrics.
  • Map Metrics to the relevant Business Process Framework (eTOM) processes.

1:45 pm – 2:15 pm – Pitch Backs

  • What interesting things has each group learned?

2:15 pm – 3:00 pm – Working Session #4 – Actions and Processes

  • Document design considerations for front end user experience; create sample UX concepts
  • Develop details of processes flows necessary to implement this scenario
  • Map to eTOM processes where possible 

3:00 pm – 3:30 pm – Tea/Coffee Break and networking

  • Meet people you have not met before the day is over!

3:30 pm – 4:15 pm – Working Session #4, continued

  • Continue Actions and Processes.

4:15 pm – 5:15 pm – Discussion of results

  • 15 minutes per group discussion on their use case.

5:15 pm – 5:30 pm – Wrap up

  • Feedback, next steps, how to stay involved with TM Forum.

Download this Agenda

To register and for any further information, please contact Snigdha Mitra.



12th & 13th Floor, Kensington, IT/SEZ,

Hiranandani Business Park,


Mumbai – 400 076

Tel: 91 22 4422 8000