Wednesday, March 22, 2017 8:15am to 5:00pm
Toronto, Canada
Digital Leadership Summit: Customer Engagement Strategies for the Digital World
Location: Westin Harbour Castle
1 Harbour Square
Toronto, CANADA
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.
Key Outcomes:
- 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.
- You will take home:
- Maps of key customer journeys in omni channel environments
- Prioritized lists of key functions and capabilities needed for omni channel implementations
- Dashboard of the future for omni channel experiences – metrics and analytics for omni channel success
- 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 22nd |
| 09:00 AM |
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Welcome and Introductions Speakers: |
| 9:10 AM |
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Success stories with engaging customers in the digital era Speaker: Allan Bonifacio, Senior Program Manager, Artificial Intelligence & Research, Microsoft |
| 9:40 AM |
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The Age of Collaboration: Open API movement The digital age has spurred never before business models built upon collaboration across the digital ecosystem. How can service providers engage in this API economy? In this session we will share motivations, insights and early successes from the TM Forum Open API program. Speakers: |
| 10:00 AM |
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Digital transformation Pre-Event Survey Results Review Share results of pre-event survey with observations around the linkage to customer experience. Speaker: |
| 10:15 AM |
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Morning Break and Refreshments |
| 10:40 AM |
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Round 1: Digital Conversations: Introduction Speaker: Jonathan Kaftzan, Head of Marketing, Amdocs Digital, Intelligence and BSS, Amdocs |
| 11:00 AM |
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Rotation 1: Digital Conversations: Having the freedom to engage and monetize the digital customer |
| 11:50 AM |
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Rotation 2: Digital Conversations: Having the freedom to engage and monetize the digital customer |
| 12:30 PM |
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Lunch |
| 1:20 PM |
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Rotation 3: Digital Conversations: Having the freedom to engage and monetize the digital customer |
| 2:00 PM |
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Digital Conversations: Summary and wrap-up exercise Speaker: Rebecca Sendel, VP Catalysts and Services, TM Forum |
| 2:30 PM |
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Enhancing Customer Engagement with “Intelligence” Artificial Intelligence, natural language processing and voice driven interfaces are set to revolutionize the world. Do you how you can leverage this powerful capability to in driving engaging customer experiences? In this presentation Victor Potapov will discuss customer intelligence big data frameworks including data lake, customer 360, machine learning and digital customer touchpoint activation. Speaker: |
| 3:00 PM |
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Afternoon Refreshment & Networking |
| 3:30 PM |
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FIRESIDE CHAT: B2B digital experience for CSPs: What now and where next? CSPs have identified B2B service offerings as a strong growth opportunity and therefore have considerable interest in how they can improve their customer engagement and provide a digital customer experience in this digital era. Join us to learn through case studies on how CSPs can win with business customers. Speakers: |
| 4:00 PM |
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Interactive Roundtable: Putting customer centric digital strategies into action In this workshop based interactive, exercise-based discussions with your peers, you will discuss and identify how digital services impact customer experience, how to address the challenges and how to measure success. Speakers: |
| 5:15 PM |
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Moderator Wrap and Close Summary of the day including results from the Digital Conversations exercise. Speakers: |
| 5:30 PM |
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Networking Reception |
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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