Thursday, April 23, 2015 9:00am to 5:00pm
Toronto, Canada
Digital Leadership Summit - Toronto
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:
| DIGITAL CONSUMPTION | DIGITAL INTERACTION | DIGITAL DISRUPTION |
|---|---|---|
| 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 Hotel37 King Street East
Toronto
Ontario
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 |
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Registration and Coffee |
| 9:00am – 9:30am |
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Introduction 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. MODERATOR: Rob Rich, Managing Director, Insights Research, TM Forum SPEAKER: Mustansir Jhaveri, Vice President Network & Technology – IT, Verizon |
| 9:30am – 10:50am |
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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 |
| 10:50am – 11:10am |
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Refreshment Break |
| 11:10am – 12:30pm |
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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 |
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Lunch |
| 1:30pm – 2:50pm |
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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 |
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Break |
| 3:10pm – 4:30pm |
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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. MODERATOR: Barbara Lancaster, Vice President, Lighthouse Engagement, TM Forum LIGHTNING SPEAKER: Carol Borghesi, Founder and Principal, Customers First Culture |
| 4:30pm – 5:00pm |
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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
Speakers
Rob RichManaging Director, Insights ResearchTM Forum
Barbara LancasterVP Member EngagementTM Forum
Sponsor
