Customer Experience Management Action Days

Monday, October 5, 2015 1:00pm to
Tuesday, October 6, 2015 4:00pm

Who Should Attend: TM Forum members. Complimentary admission!

About Action Days

This event is an interactive workshop focused on defining and driving the future of Customer Experience Management in a hyper connected world. 

Participants in this event will be TM Forum members who are customer experience management experts from a variety of service provider and supplier companies. Results of the sessions will be published in a TM Forum report available to all TM Forum members. All hothouse participants will be credited.

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. We will look at industry directions such as multi-partner digital services, machine to machine, and virtualization to evaluate their impacts on customer experience and capture approaches for how customer experience management needs to evolve in this new and complex environment. Analytics and metrics will feature prominently in all of our discussions.

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.

Please let us know as soon as possible if you would like to attend as space is limited. If you have a colleague who would be appropriate to invite, please let us know and we will include them space permitting.

To register and for any further information, please contact Rebecca Sendel.

Agenda Highlights:

  • What is the future of CEM?
    • CEM challenges created when services are delivered in a complex value fabric
    • The state of relationships. Does anyone really own the customer?
    • Value fabric based 360 degree view of the customer exercise
    • The future role of analytics in CEM
  • New innovations in Customer Experience Management
    • What are the innovators in CEM doing? Hear from key players who are doing something new and different
  • How is CEM Impacted when everything is virtual?
    • Compare the experiences of the customer in today’s non-virtual networks with software driven virtualized networks. What changes in the experience and what needs to change operationally to support these changes?
  • How is CEM impacted with everything is sensored and when the user is a machine?
    • IoT services are often things we have not thought of yet and are often driven by industries outside of the communications industry. What are the key enablers of customer satisfaction for IoT services and what are the key barriers to success? What are possible solutions to the key barriers?

To register and for any further information, please contact Rebecca Sendel.


Huawei Technologies Deutschland GmbH

Dusseldorf, Germany