Digital Leadership Summit: Customer Centricity

Tuesday, January 26, 2016 9:00am to 6:00pm

Atlanta

Request an Invite

 

Event Location:
W Hotel Downtown
45 Ivan Allen Jr Boulevard
Atlanta, Georgia, USA

Customer Centricity – Getting the Omni Channel Customer Experience Right: Making it Easier for Your Customers to Buy from You

Delegates will come together to learn how to leverage omni channel concepts and experiences in a new digital age to create an excellent customer experience.  The progression of the day will take the delegates through step by step exercises that show them how they can successfully tackle omni channel challenges by leveraging TM Forum assets.  The workshop will also address several of the hottest topics in CEM right now including customer journey mapping and metrics and analytics as part of CEM strategies and solutions.

The workshop will be highly interactive featuring table discussions, panels, case studies, demonstrations and lightning presentations. Each topic addressed will have actionable outcomes that the delegate can take away and implement in their business to help them implement omni channel experiences for their customers. 

The workshop sessions are shaped through consultation with speakers and also based on the results of the pre-event survey.  All information shared during the session will take place under the Chatham House Rule, that is to say anything disclosed in the room is non-attributable.

Sponsored by: Sigma Systems

Key Outcomes:

  1. A broad understanding of how companies are tackling the omni channel challenge across business, technical and cultural/organizational areas. Come away with strategies to tackle these challenges in your company
  2. You will take home:
    1. Maps of key customer journeys in omni channel environments
    2. Prioritized lists of key functions and capabilities needed for omni channel implementations
    3. Dashboard of the future for omni channel experiences – metrics and analytics for omni channel success
    4. Perspectives on the future – what do you need to be thinking about next?

Who Should Attend:  

  • Communication Service Providers
    • CEOs/CTOs/CIOs
    • Vice Presidents of Strategy & Planning
    • Senior Architects & Heads of ICT
    • Customer experience management subject matter experts
    • Customer operations
    • Marketing/marketing operations
    • Analytics/big data subject matter experts
    • IT Systems
    • Product management

How the Summit Works:

  • In advance of the Summit, each participant will be asked to complete a brief survey to capture their view on the key topics of discussion.
  • The workshop sessions are then shaped through consultation with speakers and also based on the results of the pre-event survey.
  • The Summit will be held in a meeting room with tables set cabaret style.
  • Each table will include a table host who will be responsible for facilitating discussion and leading group exercises.

All information shared during the session will take place under the Chatham House Rule, meaning, anything disclosed in the room is non-attributable.

Agenda:

This complimentary event is invitation only. Seats are limited so please contact Nigel Yeates to request an invitation. This summit is for Communication Service Providers only.

Tuesday, January 26th 

8:30AM

Registration & Refreshments

09:15AM

Moderators’ Opening Remarks – Omni-Channel Strategies for the Digital Age

This talk will briefly introduce the structure and flow of the following workshop sessions in the wider context of how an omni channel experience is becoming an expectation of customers.  We will identify the importance of omni-channel, the critical components of implementations and assess industry progress in fulfilling the vision.

Rebecca Sendel, Senior Director, Customer Centricity, TM Forum
Rob Rich, Managing Director, Insights Research, TM Forum

9:35AM

Speed networking

Each person will have the opportunity to introduce themselves and their role within their respective organizations.

9:50AM

Workshop #1 – Customer Journeys in an Omni-Channel Environment

This workshop will leverage key TM Forum assets including the Customer Experience Lifecycle Model to identify and delve into critical customer journeys.  Attendees will work in small groups to define which journeys are top priority and explore what those journeys look like today and how they can/should look to optimize the customer’s experience.

Structure:
5 minutes – Moderators Introduction
Rebecca Sendel, Senior Director, Customer Centricity, TM Forum

15 minutes x2  – Lightning talks – Case studies
Diane Magers, Office of the Customer, AT&T
Terry Gardiner, Vice President Customer Experience Enablement, Telus

30 minutes – Workshop Exercise
20 minutes – Pitch Backs
2 minute pitch back from each table plus Q&A

11:15AM

Networking refreshment break

11:35AM

Workshop #2 – Digital Mentality – Omni Channel in the Digital World

This workshop will explore the impacts on customer experience in the world of digital services.  What happens when there are multiple parties involved in delivering a service?  Or if a service bundle comes from multiple suppliers?  How do you maintain a seamless experience for the customer?

We will start with a demonstration of the new TM Forum “Omnichannel” multi-company Catalyst demonstration project that seeks to answer these questions.

Next we will work in small groups to identify specific services that will create challenges in an omni channel environment and look at the top immediate actions to address the challenges and the barriers to success. 

Structure:
5 minutes – Moderators Introduction

Rebecca Sendel, Senior Director, Customer Centricity, TM Forum
Rob Rich, Managing Director, Insights Research, TM Forum

30 minutes – Catalyst Demonstration

  • Paul Blake, Principal Customer Management Enterprise Architect, Vodafone Group
  • Garikoitz Garcia, Enterprise Architect – Customer Management, Vodafone Group
  • Catherine Michel, Chief Strategy Officer, Sigma Systems

25 minutes – Workshop Exercise
20 minutes – Pitch Backs
2 minute pitch back from each table plus Q&A

12:50PM

Networking Lunch Break

1:50PM

Speed Networking 

2:05PM

Workshop #3 – “What’s It Going to Take?”

In this workshop we will explore the critical success factors for omni channel based on the TM Forum’s omni channel maturity model and our research.

This workshop will be run as a real-time poll – getting input from the attendees on importance of key influences on omni channel functions from the technical, business and organizational perspectives.  The TM Forum’s Managing Director of Research will provide “real time” analysis and insights on the poll results as they come in.

Rob Rich, Managing Director, Insights Research, TM Forum

3:15PM

Stakeholder Buy-In for Verizon’s CEM Programme

  • Discover how Verizon leverages Voice of the Customer to improve the customer experience
  •  Meet stakeholders like Fearful Freddy and Harry the Data Hog as you hear how Verizon gained stakeholder support for their CX efforts

Carol Fink, Director, Executive Relations, Verizon

3:35PM

Networking refreshment break

3:55PM

Workshop #4 – Dashboard of the Future: Key Metrics for Omni Channel Success

This session will explore how to leverage metrics and analytics to improve customer experience in omni channel environments. The panel will start the session with a discussion of critical metrics for measuring success and high priority data analytics use cases.  Following the panel the workshop will consists of small groups identifying an omni channel dashboard from both top-down (based on Critical Success Factors) and bottom-up (based on Customer Journeys) approaches.

Structure:
5 minutes – Moderators Introduction
Rebecca Sendel, Senior Director, Customer Centricity, TM Forum

25 minutes – Panel Discussion – Measuring Success in Customer Experience

  • How can you become a truly multichannel organization and develop consistent processes across each of your sales and service channels to reduce customer confusion?
  • Which metrics or combinations of metrics should you use?
  • Creating a continuous improvement loop
  • The role of data analytics

Panel Moderator:
Rob Rich, Managing Director, Insights Research, TM Forum

Panel Speakers:
Carol Fink, Director, Executive Relations, Verizon
Diane Magers, Office of the Customer, AT&T
Darrell Franklin, Director, Digital Experience, Cricket Wireless

30 minutes – Workshop Exercise
20 minutes – Pitch Backs
2 minute pitch back from each table plus Q&A

5:15PM

Moderators closing remarks

A recap of learnings and a brief discussion on Forum resources to help address issues, followed by audience opinion polls and feedback.

Rebecca Sendel, Senior Director, Customer Centricity, TM Forum
Rob Rich, Managing Director, Insights Research, TM Forum

5:30PM

Close of summit

Drinks reception to immediately follow!


This complimentary event is invitation only. Seats are limited so please contact Nigel Yeates to request an invitation. This summit is for Communication Service Providers only.

 

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