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About the Program
As the number of services being offered by service providers and
their complexity continue to grow, so too does the potential for
customer problems and frustrations. It doesn’t have to be the case. The
Customer Self-Care and Experience Management conference will
focus on what carriers can and are doing to ensure their customers a
best-in-class experience at every touchpoint in the customer lifecycle
-- from their web portal through to service delivery. The conference
will focus on the operational and process requirements needed to provide
today’s communications customer a better experience – a better buying
experience, delivery experience, support experience and overall
lifecycle management experience. Dual tracks will focus on the roles of
service assurance and the self-care portal in improving customer
experience. In addition, the program will focus on innovative ways to
drive customer loyalty and differentiate your brand through greater
personalization opportunities and innovative experience-based services.
Together, the conference will teach service providers the best methods
for transforming themselves from commodity providers to experience
providers.
Speaking
Opportunities
Below is a list of some of the topics/themes we plan to address at the
program. They are suggestions only. If you or someone in your company is
interested in presenting at the program, please submit on-line at
www.telestrategies.com/tsiprop your proposed session topic(s) and
description (around 80 words please) along with the name, title and
contact information of the speaker(s). Proposals will not be accepted
after the March 14th cutoff date. Proposed panel discussions along with
recommended participants are also appreciated. Please send any panel
suggestions directly to Jeffrey Sklaver at
jsklaver@telestrategies.com.
In evaluating
potential speaking topics, we ask that you challenge both yourself and
the audience with a compelling, focused topic. High level, general
presentations will not be accepted; the more technical and
solution-oriented your talk the better. As always, service provider-led
presentations/case studies are strongly encouraged and will receive top
considerations.
Themes and Areas for
Discussion:
The list below is
intended to give you a better idea of the type of topics and themes we
hope to address at the conference. They are intended as a guideline only
to help you in crafting you proposal.
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Techniques and
tools for analyzing your customers’ quality of experience (QoE)
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Methods for
Identifying problems or issues before your customer does
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Relating
customer experience to operational parameters
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Using business
intelligence and analytics for better customer segmentation
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Getting a
holistic view of your customers’ experience in a multi-channel,
multi-partner environment
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Streamlining CSR
navigation across services and applications
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Allowing your customers to personalize their service fit their own
needs and lifestyle
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Building and effective loyalty program
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Migrating your
customers to the self-service model
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Personalizing
the self-service experience
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Deploying real
time, proactive monitoring of the self-service experience
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Back office
integration requirements for front-end customer web interfaces
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Unifying portals
across access devices, channels and applications
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Implementing
knowledge automation solutions
The Selection
Process:
Those companies supporting the program through their
sponsorship/exhibiting will receive top consideration. Please make your
support intentions know to Jeanette Townsend by the proposal deadline so
that we can take it into consideration during the selection process. For
complete details on sponsoring/exhibiting, call or contact Jeanette
Townsend at 703-622-3524 or by e-mail at
jtownsend@telestrategies.com.
Final session selections will be made on or about April 8th. All
individuals who have submitted a proposal will be notified soon
thereafter as to whether their talk was selected or not.
Questions regarding any part of the conference, including the proposal
process, should be directed to Jeffrey Sklaver, Senior Vice President at
703.734.2615 or
jsklaver@telestrategies.com.
Sponsorship Opportunities
For exhibit or sponsorship information, contact Jeanette Townsend,
TeleStrategies’ director of sales at 703-622-3524, or by e-mail at
jtownsend@telestrategies.com. |