Action Day: Customer Experience Management

Transforming Communications Service Providers to Communication Experience Providers

Hosted by: Infosys

Facilitator: Jonathan Hopkinson, Huawei

Evangelist: Raja Ravi, Telstra

Open to: TM Forum Members

At this Action Day, TM Forum members will be working together to collaborate on ways to improve customer experience in service providers, using an approach developed by TM Forum’s Customer Experience Management Project group as the foundation. The use cases that will be the output of the day’s workshop will become input to the Customer Experience Management Project, to be edited, reviewed and finalized to become part of the Customer Experience Management Solution Suite of best practices.

This is an interactive session – work will be done in small groups guided by a facilitator who will step the groups through exercises to create the outputs.

All participants are encouraged to stay involved after the workshop by attending regular meetings or collaborating online and following through to assist in having this work become part of the best practices.

Agenda highlights:

• Identify and discuss key CEM challenges
• Small group exercises to develop practical use cases to address these challenges
• Share and compare use cases and best practices across groups

Please note: there is no participation fee.

To register and for any further information, please contact Snigdha Mitra.