Digital Leadership Summit - Toronto

Thursday, April 23, 2015 9:00am to 5:00pm

Toronto, Canada

As the digital revolution reshapes the global business landscape, every person, company and industry is learning to navigate a complex set of new opportunities and threats. These profound impacts can be summarized as follows:

Companies can innovate, scale and grow faster, at lower cost, while delivering a better service and operating at lower cost by embracing digital ‘as-a-Service’ elastic infrastructure, platforms and services, including Internet of Things, M2M, SaaS, PaaS and embracing tools to enable a truly mobile workforce.Companies can reach a global audience overnight, building stronger brand relationships and better understanding of their customers needs. Customers expect a seamless omni-channel experience with self-service capability. Scale, personalization, ease of purchase, quality of service omni-channel are key competitive differentiators.Barriers to market entry and innovation are lower than ever thanks to elastic ‘as-a-Service’ infrastructure. The digital world creates opportunity for major disruption and disaggregation of almost every industry. Traditional value chains are being replaced by a complex value fabric of multi-sided business models. Established players must continuously innovate and transform to stay in the game.

To remain successful, every established business and industry is being forced to rapidly learn to adapt to these impacts, undertaking a fundamental digital business transformation. Successful digital transformation cuts to the heart of an established organization, changing culture and disrupting innovation and R&D, approaches to IT and operations, the lifecycle of products and services, supply chains, and – in many cases – core business models.

TM Forum’s Digital Leadership Summits are an exclusive program for technology and business leaders, focusing on the challenges of digital business transformation. Combining unique research, inspiring thought leadership and frank debate between executives, the program aims to promote knowledge sharing on the challenges ahead, and identify areas for greater collaboration between companies for mutual success.

Toronto Summit Workshop

The Omni King Edward Hotel
37 King Street East
M5C 1E9
Tel: 416 863 9700

The Toronto Summit is intended to take executives from across Canada through key challenges of Digital Transformation facing leading Canadian and international businesses.This workshop is for service providers only. If you are a service provider and interested in attending, please contact Hugh Hall.

8:30am – 9:00am

Registration and Coffee

9:00am – 9:30am


How the digital revolution is reshaping competitive landscapes and creating new battlegrounds

This introduction will highlight key battlegrounds where digital businesses will reshape competitive landscapes and redefine success criteria for operating high margin and high growth businesses.
In addition, we will briefly introduce the structure and flow of the following workshop sessions and the wider context of what the transformation to a digital business means.

MODERATOR: Rob Rich, Managing Director, Insights Research, TM Forum

SPEAKER: Mustansir Jhaveri, Vice President Network & Technology – IT, Verizon

9:30am – 10:50am

Workshop #1: Digital Business Transformation

What does it mean to be a digital business?

This workshop will identify key characteristics of what it means to be a digital business. We will discuss expectations for business agility and innovation, operational agility & effectiveness, IT & data centricity and customer centricity.

MODERATOR: Rob Rich, Managing Director, Insights Research, TM Forum
LIGHTNING SPEAKER: Nyla Ahmad, Vice President and Group Director, Local Digital Services, Rogers Communications

10:50am – 11:10am

Refreshment Break

11:10am – 12:30pm

Workshop #2: Digital Business Management Dashboard

Designing the dashboard of the future

This workshop will outline how to define success and how to track the progress on the path of becoming an effective, customer centric digital business. Who are the critical stakeholders, what are the KPIs and how are they used to drive the business?

MODERATOR: Barbara Lancaster, Vice President, Lighthouse Engagement, TM Forum

12:30pm – 1:30pm


1:30pm – 2:50pm

Workshop #3: Managing the Transformation Journey to Customer Centricity

Applying six principles that put the customer at the heart of your business

This workshop will focus on how service providers are transforming to higher levels of customer centricity, addressing what their experiences have been, what they think the critical success factors and biggest obstacles are and what their next steps will be.

MODERATOR: Barbara Lancaster, Vice President, Lighthouse Engagement, TM Forum

LIGHTNING SPEAKER:  Rob Rich, Managing Director, Insights Research, TM Forum

2:50pm – 3:10pm


3:10pm – 4:30pm

Workshop #4 – Customer Centricity

Getting the ‘omni-channel’ customer experience right

This workshop will identify key challenges and actions needed to define and implement omni-channel customer experience in service providers. We will discuss how to get to a 360-degree view of the customer, how to overcome organizational and process changes needed for omni-channel, and what the top integrated channels need to be to work towards a personalized customer experience.
The workshop will also discuss how to leverage big data analytics to enhance customer centricity.

MODERATOR: Barbara Lancaster, Vice President, Lighthouse Engagement, TM Forum

LIGHTNING SPEAKER: Carol Borghesi, Founder and Principal, Customers First Culture

4:30pm – 5:00pm

Closing remarks

Recap learnings, brief discussion on Forum resources to help address issues. Audience opinion polls and feedback.

MODERATOR: Rob Rich, Managing Director, Insights Research, TM Forum

Drinks Reception to immediately follow workshop


Rob Rich profile image

Rob RichManaging Director, Insights ResearchTM Forum

Barbara Lancaster profile image

Barbara LancasterVP Member EngagementTM Forum


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