Digital Leadership Summit: Customer Engagement Strategies for the Digital World

Wednesday, March 15, 2017 8:15am to 5:00pm

Sao Paulo, Brazil


 
 

 

World Trade Center
  Nações Unidas Avenue, 12551
  Brooklin novo, Sao Paulo

Sponsored by:

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.

According to TM Forum’s recent global survey of service providers, nothing is more important to success than customer engagement. Indeed, many service providers’ transformation programs are led by customer centric approaches. Join us at this TM Forum event, Customer Engagement Strategies for the Digital World, where we will be exploring multiple dimensions of how service providers can increase their customer digital maturity.  We will explore leading edge topics such as “Enhancing customer engagement with intelligence”, “Driving loyalty through contextual and personalized interactions” and “enabling customers to interact in a ‘Channel of choice’ driven by their intent”.

The workshop will be an exciting mixture of discussions with your peers and feature executive speakers from leading service providers, digital native companies, TM Forum, and leading technology vendors including Adobe, Amdocs, Google and IBM  to discuss how service providers and other companies are working to deploy strategies to increase engagement, build trust and monetize customer relationships.

This event will be Portuguese language led but there will be simultaneous translation in English.

Key Outcomes:

  1. A broad understanding of how companies are tackling the omnichannel 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.

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.

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.

Wednesday, March 15th 

8:00 AM

Registration & Refreshments

9:00 am

Welcome and Introductions

Speakers:
Rebecca Sendel, VP, Services and Catalysts, TM Forum
Aaron Richard Earl Boasman, Senior Director, Research and Content, TM Forum

9:10 AM

Opening Keynote: How to win and engage with customers in the digital era

In this session, Newton Neto will describe the strategies used by Google for engaging and winning customers in the digital era.

Speaker: Newton Neto, Head of Global Product Partnerships, Latin America, Google

9:40 AM

Gen C: The new age customer

Do you understand what the next generation of the Connected Consumer expects? In this session we will share insights on consumer behaviour and its impact on communication service providers.

Speaker: Kan Wakabayashi, Amdocs

10:00 AM

Digital Transformation Pre-Event Survey Results Review

Share results of pre-event survey with observations around the linkage to customer experience.

Speaker: Rebecca Sendel, VP, Services and Catalysts, TM Forum

10:15 AM

Morning Break and Refreshments

10:30 AM

Digital Conversation: Introduction

Speaker: Jonah Pransky, Amdocs

10:45 AM

Rotation 1:  Digital Conversations: Having the freedom to engage and monetize the digital customer

11:30 AM

Rotation 2:  Digital Conversations: Having the freedom to engage and monetize the digital customer

12:30 AM

Rotation 3:  Digital Conversations: Having the freedom to engage and monetize the digital customer  

1:10 PM

Digital Conversations: Summary and wrap-up exercise

Speaker: Rebecca Sendel, VP Catalysts and Services, TM Forum

1:30 PM

Lunch

Last 15 minutes of lunch, review of assessments from rotations
(attendees will eat in the room, so we can do this while they are finishing coffee, etc)

2:30 PM

Enhancing customer engagement with “intelligence”

Artificial Intelligence is revolutionizing the world. Do you how you can leverage this powerful capability to in driving engaging customer experiences?

Speaker: Mario Rachid, Digital Solutions Executive Director, Embratel

3:00 PM

Social engagement for customer loyalty

Gen C customers love to interact via social channels. Learn through case studies on how CSPs can leverage this channel to drive deeper relationships with their customers.

Speaker: Ariel Dascal, Executive Director, Digital Transformation, Oi

3:30 PM

Afternoon Refreshments & Networking

4:00 PM

Interactive Roundtable: Putting customer centric digital strategies into action

In this workshop based roundtable discussions with your peers, you will discuss and identify five ways better engage, build trust and monetize customer relationships.

Speakers:
Rebecca Sendel, VP, Services and Catalysts, TM Forum
Aaron Richard Earl Boasman, Senior Director, Research and Content, TM Forum

5:15 PM

Moderator Wrap and Close

Speaker: Rebecca Sendel, VP, Services and Catalysts, TM Forum

 


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.


 

Sponsor

Amdocs Management Limited logo