TeleStrategies BSS World 2012 -
Revenue Assurance & Management, ECARE, Customer Experience Management and Billing Output for Telecoms
June 2012, Chicago Navy Pier (Tentative)
TeleStrategies is combing our Revenue Assurance, Customer Experience/ eCare and Billing Output programs into a single event, TeleStrategies BSS 2012.
TeleStrategies BSS 2012 will have 3 tracks: revenue assurance (track 1), ecare/CEM (track 2), and billing output (track 3). We expect to address these topics from a range of angles: traditional services/revenue streams (e.g., wireline/wireless/internet services); emerging services (e.g., cloud, mobile verticals, content); performance-based network services (e.g., policy and real-time charging); and enterprise/partner-based offerings.
The RA Track presents the tools, technologies and know-how for telecommunications professionals to develop a best in class revenue assurance, fraud and cost assurance practice. The track covers all aspects of the revenue assurance discipline, including: switch to bill, inventory reconciliation, configuration management, billing verification, cost management, fraud, interconnect, content settlement, partner management, and more. Further, all services are considered -- voice, Internet, 3g/4g, mobile data, applications, content, video, cloud services, VPN and managed services – you name it. The RA track will show you how to find costly revenue leakage points, eliminate configuration errors, implement cost control infrastructure and discover innovative ways to audit all elements of your operation. And, most importantly, you will learn how to measure the bottom-line impact of your RA practices, and communicate your results.
The eCare Track looks at how operators can transform every conceivable customer touch point (ordering, payments, billing and care) to a self-service interface, and get the details right, including: designing the ePortal, maximize uptake of epayments/ecare, leveraging customer touch points with transpromotion, leveraging social media, individualizing content, effectively targeting offers and more.
The Billing Output Track covers the latest information and technologies that help operators reduce print fulfillment costs, lower postage expenses, increase fulfillment efficiency, minimize call center interaction, leverage print investments via transpromotion and expedite the revenue collection process. Together, these tracks give you the latest on tools, technologies and know-how to improve operations, find ways to up sell, drive up customer satisfaction and lower print and operations overhead.
Please look at the previous track agendas below for a better idea of the content covered, and the presenters who typically participate in the event.
Whether your company provides consumer, enterprise, wholesale or resale services – this program will show you how to improve your margins, deliver a superior customer experience and optimize care/output operations.
If you are interested in presenting, please contact Matthew Lucas (mlucas@telestrategies.com) with your ideas. Look for a confirmation on the hotel booking shortly.
Sincerely,
Dr. Matthew Lucas, Program Chair (mlucas@telestrategies.com)
Jeanette Townsend, Sales Director (jtownsend@telestrategies.com)
Track 1: REVENUE ASSURANCE & Management 2011
(Previously Held in Miami, Florida)
innovation - taking risks with RA
Innovation is at the heart of operations improvement. This keynote will look at how Level 3 is innovating its traditional RA processes to better manage risk and improve their operations. Three key topic areas will be considered: (1) taking the RA maturity model to the next step, including expense mapping, operations assurance, customer experience management and business process management; (2) expanding RA to include BI, fraud and asset management; and (3) implementing margin / service profitability analytics and measurement.
Launi Martin, Director Financial Assurance, Level 3 Communications
Strategies to Enhance the RA Function
The role of RA is rapidly expanding as organizations look for a comprehensive view of their markets, offerings, partners and operations. This session will focus on Telefonica’s strategy and goals for their RA team across their entire Latin America operations, consisting of 18 operators across 15 countries. This speaker will focus on the evolving role of an enterprise RA function: benefits and challenges; dealing with different RA approaches and maturity levels; how to get synergy across the organization; how to gain a common “language” to communicate results; and discuss what it takes to drive a RA philosophy throughout the company.
Gabriela Sobral Gil, Revenue Assurance Director, Telefonica Latin America
When Risk Management met Revenue Assurance
Traditional revenue assurance is typically performed through a series of bottom-up tactical controls across the OSS and BSS systems to detect revenue leakage. While these risk assessment techniques mitigate isolated configuration errors, they are often detached from the daily RA operations and tools, leading to a fragmented risk outlook. This is inadequate for today’s CFOs, who require a far tighter integration of RA and Risk. This presentation will look at RA solutions and approaches that directly couple Risk Management standards and methodologies into the daily Revenue Assurance operations.
Moshe Zolotov, Senior Consultant, Revenue Intelligence, cVidya Networks
The Latest Trend in Enterprise Efficiency: Solving complex problems with simplified solutions
Today’s operators have focused considerable time and resources into solving specific problems within their operations. Implementing teams and controls around Fraud Protection, Expense Exposure and Trending, Revenue Assurance, Product to Market Times, Network Integrity, etc, have garnered benefits while creating new gaps in operational efficiencies. Several carriers have implemented new methods to manage these areas more holistically, allowing operators first-ever views of end-to-end operational factors in far more depth than a simple dashboard could ever create. This presentation will show several case studies and live examples of these types of new practices, and the benefits these few operators have gained.
John Brooks, Vice President, Subex
Extending the Reach and Value of the RA Investment
This session will present a case study on how a tier 1 operator was able to leverage their current RA investment beyond billing and across the entire order to cash process. The speakers will discuss how they extended value through delivery and operational capabilities as well as how they were able to achieve measurable process improvements.
Victor Milligan, Chief Marketing and Strategy Officer, Martin Dawes Analytics
RA is Right. Revenue Management is Righteous
Revenue Assurance has traditionally focused on ensuring processes and systems are working right (bills are correct and paid; usage is collected and billed; and subs are provisioned correctly). This session will discuss how RA is evolving at T-Mobile – aligning directly with the company’s strategic direction and management structure to proactively identify opportunities and involve itself in the entire product lifecycle. The speaker will discuss how T-Mobile is executing its RM strategy to not only ensure IT operations accuracy, but that the organizations’ offerings and execution are working in an optimally profitable, consumer friendly manner so that everything is not only right, it’s righteous.
Scott Cranston, Senior Manager, Revenue Management, Risk Management, T-Mobile
Assurance Workflow Management – or What the Dog Does after he Catches the Car
Much of the revenue assurance discipline focuses on ‘chasing the leaks.’ But what do you do once you have the leaks? This session will focus on the build-out and maintenance of repeatable processes for managing revenue assurance results. The presenter will review the workflow process Verizon has developed to manage its inventory of revenue assurance suspects and resulting metrics -- from audit result collection through to resolution. Specific areas covered include: customer identification and collation; customer experience management; customer-driven prioritization; work force and automation management; resolution and quality control. The presentation will wrap up with a review of the types of metrics collected.
Paul D. Maddock, Sr. Staff Consultant Revenue Assurance, Verizon
The Cloud: Revenue Assurance is not Enough
Cloud services could be telecom’s next cash cow. But, not without comprehensive RA! Because, as it turns out, cloud services are fraught with order-to-cash failures, unreported utilization, billing errors and more. This session will cover how to address these traditional RA pitfalls, and how RA fundamentals differ in the Cloud. The speakers will also look at the expanded scope of RA, including revenue yield management as well as how dynamic pricing models and reservation models such as spot, auction, reserved pricing may be used to maximize Cloud revenues.
Doug Zone, Chief Technology Officer, MetraTech
Revenue Control Systems – Automating RA Reporting at Sprint
Usage metadata is the glue that holds any revenue control system together. This session will look at how Sprint creates and links usage metadata from various in-house and COTS mediation/billing systems, and automatically loads that data into revenue assurance database. The speakers will discuss how they record summary information for each CDR file, and how it is later used for usage reporting, tracking, forecasting and gap checking between files to prevent revenue leaks. They will also look at the custom tools developed to identify files throughout the usage collection and mediation stages; how to compare biller reports in real-time; what billing triggers are needed to reconcile usage throughout rating; and how to leverage the RA database for daily trending reports.
Bruce Marinello, Director, Usage Management & Settlements, Sprint
Anand Jayaraman, Applications Developer, Sprint
Targeting Margin Gaps to Generate Recoveries and Drive Organizational Improvement
As organizations advance their margin assurance efforts, they often lose sight of revenue and cost savings opportunities. This session will look closely at what goes into a comprehensive recovery effort, and how that leads to better margin and operational assurance. The presenters will use several case studies to identify recovery opportunities and root cause analysis; then discuss how to leverage the information captured to pursue margin recoveries, improve monitoring systems and drive operational improvement.
Sami Ibrahim, Principal and Co-Founder, Agility Solutions
Cody Sudmeier, Principal and Co-Founder, Agility Solutions
Revenue Assurance Management
Over the past few years, Qwest Communications has realized significant savings by proactively managing costs, reducing fraud and revenue leakage as well as improving margins. This session will look at how Qwest’s revenue assurance department combined technology, teamwork and adopted the right corporate mindset to gain new insight into cost, revenue and margin data. The speakers will address a phased approach for success, the importance of data quality assurance, working with stakeholders, identifying the root cause of discrepancies and more.
Vamsi Krishna, Manager – IT, Qwest
Jim Hayden, Managing Director, Business Intelligence, TEOCO
RA is from Mars and Fraud is from Venus
Is revenue assurance from Mars and fraud from Venus? Or are they two sides of the same coin? This session will focus on the similarities and differences between RA and fraud practices; where and when they can leverage common technologies and infrastructure; how to best align operations and processes to support them; how to address common organizational considerations; and how to equip RA and fraud teams (people, processes, technologies).
Hans Eismann, Director Client Services, WeDo Technologies
Where did the revenue go?
With the dramatic growth of smartphones, 3rd party apps, data usage and service offerings, wireless and convergent providers are working harder than ever to keep their systems in sync. Whether it’s the Android app store, BREW, RIM or other data services, providers are on the hook to make sure that they pay the application vendor and the customer is billed correctly. This requires good forensics, controls, corrections and compliance management, otherwise operators will have significant revenue leakage. The speaker will present a case study of a carrier’s RIM bill to show typical errors in their invoice; common data mismatches between 3rd party billing system and internal systems; how provisioning systems can lead to overpayments which can easily go undetected – leading to significant excess expense; and how to compare data between systems to mitigate risks, improve business processes and increase third party applications revenues.
Tom Cooper, VP, Management Consulting Services, Connectiv Solutions
So you found your initial $100M recurring lost revenue, what do you do for an encore?
The cost and revenue assurance storyline is filled with amazing anecdotes of incredible costs saved and/or revenue recovered. But what is missing from many of today’s cost and revenue assurance projects is the tough work of actually going in and breaking down the root causes involving the people, process, and technology to identify and fix the issues that caused the problem in the first place. This session will present a case study of how a successful tactical revenue assurance project at BT was used to correct organizational, system and process issues in several BAU functions while also transforming its Cost and Revenue Assurance capabilities. The speakers will focus on key areas including cost management; inventory management and reconciliation; customer invoice validation and cost allocation; and how to leverage data analytics.
David Lee, Vice President Finance, British Telecom
Shannon Hladky, Managing Partner, Synaptitude Consulting
Eric Nelson, Chief Development Officer, Synaptitude Consulting
RA Brand Management and Organization Alignment
The Revenue Assurance discipline is expanding beyond the traditional realm within the Telecom industry. This requires an approach that is heavily reliant on interaction with business stakeholders throughout the enterprise. Many hurdles must be overcome to build alignment across Customer Care, IT and Sales & Marketing as well as achieving executive management support. The presenter will highlight the successes and challenges of building an internal RA department within an already established and diverse organization using examples from DIRECTV’s focus on billing discrepancies.
Aaron Bernardin, Director of Revenue Assurance, DIRECTV
Seena Khatter, Manager of Revenue Assurance, DIRECTV
Revenue Assurance for the Cloud
With cloud services maturing, both providers and consumers need to be thinking about real-time executive and operational dashboards, as well as control platforms, to not only monitor and manage their actual and/or billable “usage”, but also to ensure that it is billed accurately. This session will look at how providers can establish, monitor, and demonstrate ongoing compliance with a set of controls that meet their customers’ business requirements. The speaker will also look at how to enable consumers of cloud services to control their own reporting platforms to ensure their SLAs are being met and that the “usage” they are being charged for was in fact consumed by their organization.
Dr. Ronald J. Angner, Senior Vice President and Principal of OSS/BSS and Operational Excellence Practice, TMNG
END-TO-END REVENUE ASSURANCE IN A GROUP COMPANY ENVIRONMENT
Atlantic Tele-Network recently embarked on a strategic initiative to implement an enterprise-wide RA and Fraud Management platform covering its entire operations. The session will look at ATN’s complex requirements and their solution design to handle ATN’s multiple subsidiaries, geographical regions and diverse business lines. The speakers will look at ATN’s initial vision, the process of evaluating business constraints and the specific implementation challenges related to operating in a group company environment - where every subsidiary has unique business requirements related to specific risks. The presentation will also focus on ATN’s experience to define the requirements, design the solution and rollout the implementation.
Ned DeMent, Director of Operations, Atlantic Tele-Network
Marty Lewandowski, Director of Revenue Assurance, Commnet Wireless
Eran Wagner, President North American Operations, cVidya
Combining CE and RA for delivery over a SaaS platform
Smaller CSPs, particularly operators in the sub 3-million range and prepaid segments, may not be in the position to deploy enterprise RA platforms within their organization. This session will look at the merits of SaaS-based technologies for monitoring and optimizing operator billing performance, improving the customer experience. The speaker will focus on traditional RA issues, as well as customer experience analytics that consider most valuable customers, those causing a negative influence on profitability, churn probabilities as well as tap experience from other industry verticals (e.g., utilities, finance and telematics).
Sean Killeen, CEO, XINTEC
Switch Testing Workshop – Bring Your Use Cases!
Are your switches recording correctly? Bring your use cases and toughest switch-recording challenges to find out! The speaker will present time-proven strategies and procedures for testing switch recordings and verifying CDRs; and compare that against the case studies brought forth. Expect a collaborative session with your colleagues to exchange ideas and best practices – because switch recordings matter!
Glenn E. Ross, Director of Revenue Recovery Services, The Board Room
Changing the organizational mindset: reactive vs. proactive
Reactive assurance may work reasonably well for certain environments and services. But, ultimately, to scale and deliver predictable revenue management results, telecoms must eventually switch to a proactive mindset and related RA processes. This session will present how Level 3’s billing audit team has made the transition to provide proactive RA to ensure accurate billing, and their efforts over the past year to get Level 3 where they are today. The speakers will discuss specific proactive audits, including change order activity prior to the invoice, early billing, NRC audits and others; and will give a live presentation of the tools that they’ve utilized to meet their goals.
Lesli Dahlke, Billing Systems Analyst, Level 3 Communications
Customizing The RA Maturity Model and Methodologies for Success
Delivering sustained operations improvements is not a one-time effort. This session will cover the internal and external aspects of Telefonica’s customized maturity model which set the guidelines for their ongoing operations improvement strategy. The speaker will cover the target setting process for achieving goals (finances, non finances, RA and company targets); the benefits of homologating controls; quantifying standards for KPIs; how to take advantage of benchmarking; implementing an end- to- end controls chain; and the variables to develop a customized RA coverage model.
Gabriela Sobral Gil, Revenue Assurance Director, Telefonica Latin America
Track 2/3: Telco eCare and Billing Output Agenda
(Previously Held)
eCare Market Dynamics
The Telco eCare software market has been growing as the operators incessantly face Opex pressures and consumers are increasingly comfortable with conducting interactions online. This session will focus on the overall business drivers and inhibitors to the continued growth of the Telco eCare market and provide an analyst's perspective on the offerings and market dynamics, emerging ecare technologies, how telcos are adopting these technologies, and what ecare investment options telcos should be considering.
Mark H Mortensen, Senior Analyst, Analysys Mason
Driving adoption of self-service, e-care and e-billing – Carrier PERSPECTIVES
This panel will look at service provider’s on-going effort to drive adoption of self-service, ecare and online billing. The panel will share their experiences regarding what works, incentives, success stories, best practices and – equally important - what doesn’t work. Specifics regarding cost savings, ROI, CSAT and other performance measurements/ metrics will be considered, as well as the soft-metrics that are often equally important in today’s digital services marketplace.
Angeline DePauw, Director of Electronic Remittance, Verizon
Olivier Boulianne, Associate Director, Self-Serve Retail, Bell Mobility
What’s REALLY happening with web self-service?
Web self-service is a critical part of the customer experience in the connected world we live in, but how successful is it in reality? Amdocs surveyed 250 enterprises and 1,000 consumers to discover what companies are actually doing with their web self-service efforts and how customers feel about using self-service tools. Well reveal the only survey-based evidence of self-service adoption rates across five industries. Well identify which applications are used more and are the most critical. Well also show the motivation and direction of spend on self-service looking at examples of self-service strategies taken by different service providers worldwide.
Yossi Zohar, Marketing Director - Channel Solutions, Amdocs
Key Consumer Insights for Optimizing Billing and Payment Channels
Given the cost pressures facing the telecommunications industry, providers are increasingly focused on the monthly billing and payment interfaces as strategic touch points. The key challenges remain: how to achieve higher levels of online channel usage; how to stay connected to (and in touch with) your consumers; why consumers choose certain billing and payment channels; and how to increase customer satisfaction with billing and payment services. The presentation will cover the latest Fiserv research which addresses these challenges, including: the annual Consumer Lifecycle Study - which tracks consumer billing and payment trends of US online households; the Utility Consumer Segmentation Study - which analyzes of consumers by billing and payment channel and provides some groundwork for defining distinct customer segments that can be targeted and messaged appropriately; and Focus Group Research - which investigates consumer attitudes toward e-bills, paper bills, online payments and more.
Eric Leiserson, Senior Marketing Analyst - Biller Solutions, Fiserv
Driving corporate customer experience transformation with e-care and e-billing
With structural change to the communications market, there is an opportunity for Communication Service Providers to grow corporate and SME business with unified connectivity offerings across verticals such as consumer, finance, transport, utilities and more. To be successful, though, CSPs must also unify the service and product experience, and place a greater focus on e-business solutions that drive down costs as well as increase efficiency and customer satisfaction. This talk will look at practical considerations in providing e-care and e-billing services to a B2B customer base; how to launch an e-care and e-billing solution without complex integration and costly migrations; success time frames; how data analytics can combine with compelling e-business front end services; and why unified communications provides a strong benchmark for the next generation of customer experience management.
Matt Hooper, CMO Martin Dawes Systems
Gary Steen, CTO, Martin Dawes Systems
Enhancing the ePortal Customer Experience for Business Customers
Business customers demand anytime, anywhere access to their billing and service information. Level 3 recently made significant enhancements to their ePortal, including the launch of an online billing and analytics solution, so that end users can easily have a consolidated view of their services and leverage that data to make critical business decisions. This session presents lessons learned from Level 3's effort and discusses how to successfully launch an advanced online billing and reporting solution, the impact on customer experience/expectations, the resulting impact on operations/ support costs and carrier ROI.
Joe Harding, Vice President, Product Management Business Markets, Level 3 Communications
John Rynn, Vice President, Sales Support, Globys
Undeliverable Bills: Taking Fast Action for Big Savings
Many of today's telecom customers are as mobile as their phones. This can trigger high volumes of undeliverable bills, with high costs to manage this problem. Learn how to prevent costly recurring returns and permanently lost addresses, achieving faster bill re-issuance and remittance for healthier cash flow, qualifying for postal discounts, reducing error prone, resource-intensive manual return-mail handling, and dramatically reduce USPS costs incurred to send back your undeliverable mail. Discover how to manage address changes back to the database source, shorten address correction timeframes, reduce handling and manual entry, employ electronic automation to identify moves and then correct addresses.
Kevin Conti Director of Communications Intelligence, Pitney Bowes Business Insight
Self Serve Mobile Device – clients are ready to take the plunge
In the past 25 years, the mobile device has evolved from a tool solely used to send & receive calls to a mini computer that fits the palm of your hand. With smartphones evolving at an incredible pace, self serve on the mobile device is now more accessible than ever. Since 2008, Bell Mobility has been evolving its browser self serve services to align, match and eventually exceed services available through other more traditional self serve channels. Take a tour through the ever evolving journey Bell Mobility is taking in expanding self serve on the mobile device. Learn from their mistakes and have a glimpse at what is planned for the future.
Olivier Boulianne, Associate Director, Self-Serve Retail, Bell Mobility
Email is Dead, and Other Myths
The advent of social media has drawn consumers away from email communications and toward applications like Facebook and Twitter. True, however, Marketing Sherpa tells us that transactional emails have an upwards of 75% open and read rate, offering a significant opportunity to reach consumers with targeted ads and offers. Explore best practices for leveraging personalized email campaigns, including secure bill payment via email, using PURLs as part of an integrated campaign and creating offers designed to promote upselling opportunities.
Chad Dunavant, Executive Director of Product Management, CSG Systems
The Paper-Free Enterprise: Enhancing the Customer Experience Through Digital Billing
Customer experience does not only apply to the consumer! This case study by Verizon Business shares how electronic billing is having a positive effect for the enterprise. The speaker will look at how the "digital customer experience" within the enterprises is evolving from traditional paper bills to electronic billing, dashboards, analytics, best practices and what's required to induce enterprise customers to go paper free.
Mark Chodoronek, Executive Director, E-Commerce and Digital Customer Enablement, Verizon Business
Statement Redesign Case Study
A great statement is not only critical to a company’s brand, but also significantly impacts postage overhead, remittance delay and care. This session will present a case study of Hargray Communication’s extensive redesign of their complex billing statement for telephone, television, internet and wireless. The focus: create a bill that is easy to understand, improves customer satisfaction while using best practices to lower Hargray’s overall costs. In addition to statement printing/mailing, learn how Hargray integrated intelligent inserting of multiple inserts, selective bill messaging and return mail management for undeliverable mail.
Stephanie Warren, Director of Business Development, DIVDAT
Michael Flematti, Billing Manager, Hargray Communications
Shirley King, Oracle Developer, Hargray Communications
Voice of the Customer Isn’t Just About Satisfaction
As telecoms push more and more of their interactions to electronic interfaces, how do you ensure that sat is being met, those interfaces are working as intended and you've fully leveraged the interaction to lower churn and increase revenue? This session covers what telecoms can (and need to be doing) to measure and understand the impact of the electronic interactions with their customers, and turn your e-portal into one that delivers a tangible ROI that impacts your business objectives. Various case studies from online banking, retail and an air miles program will be used to illustrate how telcos can develop feedback programs for cross selling products, referral programs and increase first-call resolution.
Gary Schwartz, SVP Marketing, Confirmit
Intelligent Mail: What Telcos Need to Know for 2010
The United States Postal Service and major mailers are addressing the final stage challenges posed by implementing the Intelligent Mail barcode. This session will provide first-hand information about Intelligent Mail options (full service versus basic), impacts to systems and processes, and potential benefits/pitfalls of the program. In addition, other relevant postal address quality initiatives will be covered, as well as how the USPS® will be able to monitor compliance.
Stephanie Miracle, Sr. Product Manager - Postal Solutions, DST Output
A multichannel approach to drive more customers to serve themselves
Most service providers today are planning and/or implementing various strategies to increase self service adoption. However, many of their customers still gravitate towards assisted service, and as a result, the expected benefits of cost reduction and efficiency cannot be reaped. Attend this session to understand some of the root causes why some customers prefer to be assisted, and how assisted channels can play a pivotal role in getting customers more comfortable with self service channels. In this session, we will also review case studies from other industries that succeeded with this transformation.
Yossi Zohar, Marketing Director - Channel Solutions, Amdocs
Making Stronger Statements with the Power of Location-Intelligent Transpromo
Telcos not only create volumes of bills for customers every month, they also maintain enormous amounts of data that can be leveraged for cross-sell and up-sell opportunities. This session will look at how to use psychographic techniques and customer profiling, combined with document composition and messaging to produce more advanced target marketing. Evaluate campaign success with closed-loop processing, including messaging prompts based on response activity. See how you can increase revenue, enhance the customer experience and reduce mail and print costs with location-smart communications. Explore a new avenue of revenue using third-party advertising to sell your valuable statement real-estate.
Victoria Cashion, Senior Enterprise Solutions Architect, Pitney Bowes Business Insight
implementing a successful e-billing/e-care program
Verizon has had great success today in getting its customers to transition to electronic billing and payment. They've also realized great success in getting those customers to turn off their paper bills. Verizon's director of electronic remittance will discuss how they got to where they are and talk through execution specifics, including: how to measure program performance, budget pitfalls, do's/don’ts, KPIs, success strategies, managing management, where the lowest hanging fruit is, issues/challenges to overcome, what tools work – which don’t, where the best ROI lies as well as next steps in Verizon's Go Green initiatives.
Angeline DePauw, Director of Electronic Remittance, Verizon
Is Your Self-Service Millennial-Friendly?
The old service economy is finished. Today’s “Millennial” generation requires a new form of personalization. They don’t think in terms of your service transaction -- they care about their ongoing experience, enriched by constant contact and feedback via automated systems. This session will cover how to deliver superior service when, where, and how customers prefer it; how operators can get their slice of the $1 trillion market of an 80 million-strong millennial market, which has surpassed each of the Baby Boomer and Gen X cohorts in size and buying power; consider the unique traits of millennial segment and present the key customer service principles that will help your company serve this tech-savvy, always connected crowd of customers.
Alec Cheung, Senior Director, Relationship Technology Management, Convergys Corporation
Mobile Payments for EBPP: The New Way for Billers to Communicate with Customers
Mobile payments are very effective way of driving out operations and call center costs by providing customers the ability to make a payment, receive payment confirmation and get account balances – all directly from their cell phones. This session will look at how telcos can make two-way mobile payments a reality using ACH, debit or credit card information. Mobile payment implementation strategies, key stakeholders, relevant performance metrics, best practices, business-case benefits will be discussed as well as how to protect sensitive customer/payment information.
Debbie Miglaw, Director, eSolutions Operations, DST Output
Superior Customer Experience is Vital to Capitalizing on the Data Traffic Crusade
Successfully launching tiered pricing plans is contingent upon operators empowering customers to control services, and delivering transparency in the relationship. From a customer experience perspective, the only practical way to meet these objectives is to give customers real-time, online access to their account status and relevant service information. This talk will present how to integrate your online, self-service interface with the real-time rating and charging engine that provides the critical service information. The presenter will show how such visibility helps customers make informed decisions about account upgrades; how to lower the risk of customers experiencing bill shock – resulting in increased trust and customer loyalty; provide strategies regarding launching tiered pricing plans; how to improve the customer experience, maximize data revenues, optimize the network assets and ultimately how to develop a profitable, loyal customer relationships.
Humera Malik, Director of Global Marketing, Redknee