 |
|
||||
|
WHY YOU NEED TO ATTEND
Delivering an outstanding customer self-care experience is absolutely essential for telcos in today's marketplace. Quality experience has become a key competitive differentiator, proven to retain high-margin customers, and is possibly the best way to survive in today's tough economic environment.
Traditional customer care and experience management approaches are not well suited for today's catalog of digital services. Not only are the operational costs overwhelming -- killing any chance of a decent margin -- but customers today have grown to EXPECT online access to configure communication services, order entertainment packages, download applications, increase broadband rates, purchase service add-ons, as well as have such interactions go flawlessly.
Success today mandates that operations support, and in some cases migrate, every conceivable customer touch point to an electronic interface, be it for ordering, provisioning, billing, or customer care. This conference is designed by and for wireline, wireless, cable and content providers to maximize automated interactions, while ensuring a best-in-class experience.
WEDNESDAY, JULY 15, 2009
7:30
Registration Opens
8:30-8:45
Opening Remarks
Dr. Matthew Lucas, Vice President, TeleStrategies
8:45-9:15
Where the Rubber Meets the Road: Are Self-Care Expectations Being Met in the Telecom Industry?
The promises of operational efficiencies and cost savings have long been the mantras of self-care proponents. While virtually all self-care technology has been tested by a provider's end users at some level, do satisfaction scores suggest full-scale rollouts are successful and customers are happy? Or, worse - are self-care initiatives doing more harm than good? Learn where customers really stands on self-care.
Frank Perazzini, Director of Telecommunications, J.D. Power and Associates
9:15-10:00
Creating a Customer Centric Organization: What Telcos Can Learn from Other Industries
Telecommunications companies are facing new challenges as they struggle to sell their products in a world that is becoming more mobile, more competitive and more demanding in terms of customer expectations. But telecom isn't the only industry facing these challenges. What can telcos learn from other organizations that view everything through the eyes of the customer? Even better, what's working elsewhere that telcos can learn from? This session will look at best-in-breed customer service providers, tools, internal customer insight and tips that telcos can leverage to retain customers , drive internal morale and improve customer management processes.
Melisa Harder, Director, eCommerce and Customer Experience, Allstate
10:00-10:30
Refreshment Break
10:30-11:15
Redesigning Your Web Portal to Create REAL Value for Your Customers
Too often a carrier's portal is uninspiring from a customer perspective. Global Crossing recently took the initiative to redesign its portal using a unique customer-centric and collaboration approach whereby their customers helped define the site's requirements. Based on a "Rich Internet Applications and a Service-Oriented Architecture," Global Crossing's portal now allows their end-users to enact critical business decisions and changes to their services in real-time. This session will discuss the innovative ideas behind the portal transformation, its impact on customer experience and how Global Crossing was able to create real value for its customers.
Michael Fuqua, Senior Vice President of Information Technologies, Global Crossing
Steve Hauck, Customer Experience Process Architect, Global Crossing
11:15-12:00
Verizon's Journey to Enhance the IVR Experience
Verizon has invested a significant amount of time and money over the last decade in interactive voice response technology for self-service. They have also spent considerable resources analyzing how customers use IVRs to understand customer acceptance (or lack thereof), with the overall objective of improving the total customer experience. The speakers will share Verizon's "lessons learned" on improving customers' IVR experience, and what they are doing to make IVR and self-service technology better for their customers.
Santosh Bijur, Director - Speech Systems & Call Management, Verizon Communications
Jennifer M. Masayko, Technical Manager for VUI Design and Speech Sciences, Verizon Communications
12:00-1:30
Lunch and Keynote Address by Oracle
1:30-2:15
Measuring the Impact of Online Billing and Payment on both Customer Satisfaction and the Bottom Line
Countless businesses offer their customers the option to receive and pay bills online. While increased customer satisfaction is often cited as reason enough for offering online billing and payment options, the question of whether these services can provide more tangible ROI has lingered. The speakers will present the results of a recent comprehensive analytical study that Qwest used to evaluate the influence online billing and payment had on customer retention, delinquency and profitability.
Jack Lamey, Manager, Finance, Qwest Communications
Kirk Gripenstraw, Vice President, Advanced Analytics, Aspen Marketing Services
2:15-3:00
Investment in Self-Service: A Journey Worth Taking
Embarq recently upgraded its self-service billing capabilities for all its retail and business customers with the objective of improving customer satisfaction, providing easily accessible service information and reducing ever increasing printing and shipping costs. Although not easy, the project has been very successful. The speakers will discuss Embarq's efforts, how they increased customer self-service adoption, customer success stories and key lessons learned for those taking on a similar challenge.
Wanda Comer, Application Development Manager, eCommerce, Embarq
Steve Dunlap, Technical Program / Project Manager CenturyLink, Embarq
3:00-3:30
Refreshment Break
3:30-4:15
Delivering Customer Orders with Speed and Accuracy: How to Meet Customer Expectations through Effective Order Management
Communication service providers are developing the Rapid Offer Design and Order Delivery capabilities required to introduce complex services faster and with more accuracy. These new capabilities are elevating customer satisfaction by increasing the number of offers, decreasing order fallout, and providing full order lifecycle visibility. Whether you're a triple play, quad play, mobility, or Greenfield service provider, developing a strong order management environment is critical to achieving faster time to market, lower order cycle time, and improved operational efficiencies.
Brian Kracik, Product Marketing Director, Oracle
4:15-5:00
Extending Customer Self-Service to the IPTV and Content Frontier
Today's powerful networks can deliver incredibly rich content - from HDTV to personalized programming from across the globe. But, traditional ordering and provisioning processes won't scale, don't meet customer expectations and are too costly. The speaker will describe how Verizon is enabling its customers to self-provision TV services, programming and content directly on their set top boxes. Learn how to effectively design your self-provisioning interface to maximize user adaption and deliver a superior user experience, while at the same time driving out costs. Learn how contextual self-service reduces the entry barrier for customer learning and makes it a more rewarding experience.
Anil Solleti, Technical Director, Product Design and Development, Verizon Communications
5:30-6:30
Reception
THURSDAY, JULY 16, 2009
9:00-9:45
Enterprise Customer Management: Re-inventing the Concept of the "Bill"
EBPP and online account management utilization by enterprise customers generally trails that of the retail market, thereby leaving tremendous cost savings on the table. In order to drive enterprise adoption, Verizon Business recently introduced a range of EBPP solutions for enterprise bill auditing /spend management that allowed its users to transition from the "stare and compare" approach for bill auditing/total spend management to an "electronic bill analysis." The speaker will review the sophisticated electronic billing capability tools provided by Verizon Business in the B2B space to better incent its customers to move from the paper paradigm and improve the customer experience with advanced analytics, customized reports and bills, as well as the industry's first global billing portal.
David Landry, Executive Director, Verizon Business
9:45-10:30
Understanding and Meeting the Unique Self-Service Requirements of the SMB Market
Cbeyond is where a lot of carriers would like to be with their e-care solution: 100% of its customer receive their bills electronically and manage all aspects of their service online. Learn how Cbeyond is leveraging the power of self service to make their small and medium business (SMB) customers productive in a slow economy and allow them to manage all aspect of their communications services effectively and efficiently. Learn Cbeyond's challenges, unique self-service requirements of the SMB market and how Cbeyond is successfully addressing them.
Ashish Bisaria, Vice President of Customer Operations, Cbeyond Communications
10:30-11:00
Break
11:00-11:45
Migrating Your Customer to Self-Service: A Bell Mobility Case Study
Great self-care and online customer management tools are meaningless if your customers don't adopt them. For the past two years, Bell Mobility has moved its focus from building new self-serve tools to promoting and selling its self-serve environment. As a result, Bell Mobility has seen a substantial increase in self-serve usage and call avoidance while maintaining a great customer experience. Learn about Bell Mobility's self-serve marketing strategies, how to drive self-serve utilization and lessons learned along the way.
Olivier Boulianne, Associate Director, Self-Serve Retail, Bell Mobility
11:45-12:30
BSS Convergence Optimizes the Customer Experience
Enriching the customer self-service experience requires a comprehensive converged BSS with agility, real-time capabilities and a centralized product catalog. Customer satisfaction is dependent on immediate rollout of targeted offerings across all subscriber touchpoints including web self-care and POS. Business customers require real-time management for entire departments and hierarchical bill analysis. Residential customers crave the convenience of up-to-date balance management capabilities and tailored offerings accessible via the web. However achieving these goals requires a BSS with a single data model to avoid customer confusion or channel conflict, common business processes across all touchpoints.
Alice Bartram, Associate Vice President, Marketing, Billing & Active Customer Management, Comverse
Delivering an outstanding customer self-care experience is absolutely essential for telcos in today's marketplace. Quality experience has become a key competitive differentiator, proven to retain high-margin customers, and is possibly the best way to survive in today's tough economic environment.
Traditional customer care and experience management approaches are not well suited for today's catalog of digital services. Not only are the operational costs overwhelming -- killing any chance of a decent margin -- but customers today have grown to EXPECT online access to configure communication services, order entertainment packages, download applications, increase broadband rates, purchase service add-ons, as well as have such interactions go flawlessly.
Success today mandates that operations support, and in some cases migrate, every conceivable customer touch point to an electronic interface, be it for ordering, provisioning, billing, or customer care. This conference is designed by and for wireline, wireless, cable and content providers to maximize automated interactions, while ensuring a best-in-class experience.
WEDNESDAY, JULY 15, 2009
7:30
Registration Opens
8:30-8:45
Opening Remarks
Dr. Matthew Lucas, Vice President, TeleStrategies
8:45-9:15
Where the Rubber Meets the Road: Are Self-Care Expectations Being Met in the Telecom Industry?
The promises of operational efficiencies and cost savings have long been the mantras of self-care proponents. While virtually all self-care technology has been tested by a provider's end users at some level, do satisfaction scores suggest full-scale rollouts are successful and customers are happy? Or, worse - are self-care initiatives doing more harm than good? Learn where customers really stands on self-care.
Frank Perazzini, Director of Telecommunications, J.D. Power and Associates
9:15-10:00
Creating a Customer Centric Organization: What Telcos Can Learn from Other Industries
Telecommunications companies are facing new challenges as they struggle to sell their products in a world that is becoming more mobile, more competitive and more demanding in terms of customer expectations. But telecom isn't the only industry facing these challenges. What can telcos learn from other organizations that view everything through the eyes of the customer? Even better, what's working elsewhere that telcos can learn from? This session will look at best-in-breed customer service providers, tools, internal customer insight and tips that telcos can leverage to retain customers , drive internal morale and improve customer management processes.
Melisa Harder, Director, eCommerce and Customer Experience, Allstate
10:00-10:30
Refreshment Break
10:30-11:15
Redesigning Your Web Portal to Create REAL Value for Your Customers
Too often a carrier's portal is uninspiring from a customer perspective. Global Crossing recently took the initiative to redesign its portal using a unique customer-centric and collaboration approach whereby their customers helped define the site's requirements. Based on a "Rich Internet Applications and a Service-Oriented Architecture," Global Crossing's portal now allows their end-users to enact critical business decisions and changes to their services in real-time. This session will discuss the innovative ideas behind the portal transformation, its impact on customer experience and how Global Crossing was able to create real value for its customers.
Michael Fuqua, Senior Vice President of Information Technologies, Global Crossing
Steve Hauck, Customer Experience Process Architect, Global Crossing
11:15-12:00
Verizon's Journey to Enhance the IVR Experience
Verizon has invested a significant amount of time and money over the last decade in interactive voice response technology for self-service. They have also spent considerable resources analyzing how customers use IVRs to understand customer acceptance (or lack thereof), with the overall objective of improving the total customer experience. The speakers will share Verizon's "lessons learned" on improving customers' IVR experience, and what they are doing to make IVR and self-service technology better for their customers.
Santosh Bijur, Director - Speech Systems & Call Management, Verizon Communications
Jennifer M. Masayko, Technical Manager for VUI Design and Speech Sciences, Verizon Communications
12:00-1:30
Lunch and Keynote Address by Oracle
1:30-2:15
Measuring the Impact of Online Billing and Payment on both Customer Satisfaction and the Bottom Line
Countless businesses offer their customers the option to receive and pay bills online. While increased customer satisfaction is often cited as reason enough for offering online billing and payment options, the question of whether these services can provide more tangible ROI has lingered. The speakers will present the results of a recent comprehensive analytical study that Qwest used to evaluate the influence online billing and payment had on customer retention, delinquency and profitability.
Jack Lamey, Manager, Finance, Qwest Communications
Kirk Gripenstraw, Vice President, Advanced Analytics, Aspen Marketing Services
2:15-3:00
Investment in Self-Service: A Journey Worth Taking
Embarq recently upgraded its self-service billing capabilities for all its retail and business customers with the objective of improving customer satisfaction, providing easily accessible service information and reducing ever increasing printing and shipping costs. Although not easy, the project has been very successful. The speakers will discuss Embarq's efforts, how they increased customer self-service adoption, customer success stories and key lessons learned for those taking on a similar challenge.
Wanda Comer, Application Development Manager, eCommerce, Embarq
Steve Dunlap, Technical Program / Project Manager CenturyLink, Embarq
3:00-3:30
Refreshment Break
3:30-4:15
Delivering Customer Orders with Speed and Accuracy: How to Meet Customer Expectations through Effective Order Management
Communication service providers are developing the Rapid Offer Design and Order Delivery capabilities required to introduce complex services faster and with more accuracy. These new capabilities are elevating customer satisfaction by increasing the number of offers, decreasing order fallout, and providing full order lifecycle visibility. Whether you're a triple play, quad play, mobility, or Greenfield service provider, developing a strong order management environment is critical to achieving faster time to market, lower order cycle time, and improved operational efficiencies.
Brian Kracik, Product Marketing Director, Oracle
4:15-5:00
Extending Customer Self-Service to the IPTV and Content Frontier
Today's powerful networks can deliver incredibly rich content - from HDTV to personalized programming from across the globe. But, traditional ordering and provisioning processes won't scale, don't meet customer expectations and are too costly. The speaker will describe how Verizon is enabling its customers to self-provision TV services, programming and content directly on their set top boxes. Learn how to effectively design your self-provisioning interface to maximize user adaption and deliver a superior user experience, while at the same time driving out costs. Learn how contextual self-service reduces the entry barrier for customer learning and makes it a more rewarding experience.
Anil Solleti, Technical Director, Product Design and Development, Verizon Communications
5:30-6:30
Reception
THURSDAY, JULY 16, 2009
9:00-9:45
Enterprise Customer Management: Re-inventing the Concept of the "Bill"
EBPP and online account management utilization by enterprise customers generally trails that of the retail market, thereby leaving tremendous cost savings on the table. In order to drive enterprise adoption, Verizon Business recently introduced a range of EBPP solutions for enterprise bill auditing /spend management that allowed its users to transition from the "stare and compare" approach for bill auditing/total spend management to an "electronic bill analysis." The speaker will review the sophisticated electronic billing capability tools provided by Verizon Business in the B2B space to better incent its customers to move from the paper paradigm and improve the customer experience with advanced analytics, customized reports and bills, as well as the industry's first global billing portal.
David Landry, Executive Director, Verizon Business
9:45-10:30
Understanding and Meeting the Unique Self-Service Requirements of the SMB Market
Cbeyond is where a lot of carriers would like to be with their e-care solution: 100% of its customer receive their bills electronically and manage all aspects of their service online. Learn how Cbeyond is leveraging the power of self service to make their small and medium business (SMB) customers productive in a slow economy and allow them to manage all aspect of their communications services effectively and efficiently. Learn Cbeyond's challenges, unique self-service requirements of the SMB market and how Cbeyond is successfully addressing them.
Ashish Bisaria, Vice President of Customer Operations, Cbeyond Communications
10:30-11:00
Break
11:00-11:45
Migrating Your Customer to Self-Service: A Bell Mobility Case Study
Great self-care and online customer management tools are meaningless if your customers don't adopt them. For the past two years, Bell Mobility has moved its focus from building new self-serve tools to promoting and selling its self-serve environment. As a result, Bell Mobility has seen a substantial increase in self-serve usage and call avoidance while maintaining a great customer experience. Learn about Bell Mobility's self-serve marketing strategies, how to drive self-serve utilization and lessons learned along the way.
Olivier Boulianne, Associate Director, Self-Serve Retail, Bell Mobility
11:45-12:30
BSS Convergence Optimizes the Customer Experience
Enriching the customer self-service experience requires a comprehensive converged BSS with agility, real-time capabilities and a centralized product catalog. Customer satisfaction is dependent on immediate rollout of targeted offerings across all subscriber touchpoints including web self-care and POS. Business customers require real-time management for entire departments and hierarchical bill analysis. Residential customers crave the convenience of up-to-date balance management capabilities and tailored offerings accessible via the web. However achieving these goals requires a BSS with a single data model to avoid customer confusion or channel conflict, common business processes across all touchpoints.
Alice Bartram, Associate Vice President, Marketing, Billing & Active Customer Management, Comverse