Thursday, November 3, 2022 2:00pm to 3:45pm
Virtual
Digital Leadership Summit: Creating and scaling the digital-native customer experience
The shift to digital channels by both consumers and companies during the pandemic provides communication service providers (CSPs) with an excellent opportunity to rethink how they deliver a digital customer experience that meets and exceeds their customers’ expectations. Digital native companies have raised the bar with their intuitive digital customer experiences and customers expect CSPs to meet that benchmark too.
This Summit will examine what lessons CSPs can learn from digital natives, how they can overcome the CSP-specific challenges to providing the kind of customer experience customers expect as well as how they can use data, analytics, and AI to get closer to deliver distinctive customer experiences.
Communication service providers: If you’re interested in attending this invitation-only event, submit your interest here.
If you’re interested in sponsoring this event, please contact [email protected].
Agenda
2:00pm – 2:10pm | Putting the customer at the center of your operating model
Welcome and introduction
How 5G will accelerate the switch to digital CX and why CSPs need to act now
Overcoming the challenges of siloed CX data and the implications for the roll out of your customer experience program
Unifying customer data across the organization to enable real-time insights into customer behavior and enable a more personalized experience
Simplifying operations to maximize agility and speed
How to use AI-powered bots to a user-friendly digital CX
Joanne Taaffe, Editor in Chief (TM Forum Inform), TM Forum
2:10pm – 2:25pm | Low-code meets mainframe: Kyndryl builds data pipeline from mainframe to Cloud
Learn how Kyndryl is partnering with Microsoft to bring data to every corner of the business faster by re-imagining a new, transformative way to work with the mainframe – which is still key system of records for Telcos
By creating a data pipeline, telcos can now take advantage of a new powerful data source for application modernization
Liberating data for telco operators and CSPs in hybrid cloud environments – remove barriers and silos
Leveraging AI and ML to reimagine the customer experience
Telecom operators utilizing AI/ML to deliver value through adoption
Stanley Wood, Distinguished Engineer, Microsoft Alliance CTO, Kyndryl
Sarah Maston, Director Global Partner Development, Microsoft
2:25pm – 2:40pm | Enhancing the customer experience by embracing new technologies, simplifying operations and building an agile culture
Leveraging data and AI to create a relevant and personalized experience
The transformation journey embarked by CSPs in the management of product, customer, asset and order data
Making sense of the new data value chain – how important is collaboration and data visibility in the customer experience ecosystem?
Redesigning with AI and automation in mind to enhance products and services
Being ready for the influx of data as IoT and 5G adoption grows – pragmatic approaches to end point data capture
Kevin Lowell, CIO and Senior VP of IT Technology, US Cellular
2:40pm – 2:50pm | Commentary
Joanne Taaffe, Editor in Chief (TM Forum Inform), TM Forum
2:50pm – 3:05pm | Delivering a differentiated B2B customer experience
Understanding the needs and expectations from the B2B customer
Setting goals and KPIs for B2B customers
Leveraging customer experience data to deliver a more personalized buyer experience
Overcoming the challenges of a more complex and technical B2B customer journey
Optimizing and simplifying operations for the B2B customer experience while adhering to preferred buying processes
Measuring change to ensure delivery of the right customer experience
Hany Mokhtar, Customer Experience World Class Thought Leader & Expert (AKA CX Master), Independent
3:05pm – 3:40pm | Panel discussion: Securing competitive advantage and long-term growth by identifying and meeting new customer needs
How do CSPs need to adapt to respond to shifting customer attitudes and launch new services with speed?
How do you successfully design and execute a customer-centric strategy?
How can CSPs align customer-centric visions in an ecosystem partnership to deliver superior products and services?
How do you successfully identify the digital products and services that customers want?
How have digital native companies gained an edge and what can CSPs learn from them?
How do you engage customers with hyper-personalization?
Moderated by: Joanne Taaffe, Editor in Chief (TM Forum Inform), TM Forum
Hany Mokhtar, Customer Experience World Class Thought Leader & Expert (AKA CX Master), Independent
Kevin Lowell, CIO and Senior VP of IT Technology, US Cellular
3:40pm – 3:45pm | Closing remarks
Joanne Taaffe, Editor in Chief (TM Forum Inform), TM Forum
Sponsored by:
