Telecom Customer Experience Mamagement

Why This Conference Is Critical to Your Company’s Success

Until recently, service providers’ efforts to make the transition from being product-centric to customer-centric has met with a lot of false starts. The problem was not desire, but rather fiscal, organizational and systems constraints. But with competition hotter than ever, service providers offering more and more sophisticated offerings, and communications services seen by many consumers as a commodity business, ensuring a satisfying and meaningful customer experience at every customer touchpoint and with every customer interaction becomes the critical competitive differentiator and growth driver. The challenge for service providers is to do this in an integrated, cost effective basis across their product lines.

Join with other marketing, IT and customer management professionals from throughout the communications marketplace as we explore how service provider can and are leveraging their OSS and BSS in order to deliver a superior customer experience.

Conference Agenda

Thursday, November 9, 2006

	*8:00*	Registration Opens

	*9:00-9:45*	Transforming a Company, One Customer at a Time Hear how Russian wireless carrier Megafon grew and thrived in the highly competitive Moscow wireless marketplace by creating and delivering a compelling customer experience, starting with a world-class CRM system and overall business process reengineering. Within the first six months of its “customer-centricity journey,” the company experienced a 30% decrease in system problems per week and reduced the number of customers affected by 60% to 80%, depending on the problem. Churn for both customers and, unexpectedly, for customer service representatives fell dramatically. The company now has a 360˚ view of its customers and as a result, has amassed more than 4 million subscribers…and counting. Ella Lokshina, CRM & Customer Operations Director, Megafon-Moscow
	9:45-10:30	Designing An Integrated Customer Experience A satisfying customer experience will be one of the key differentiators in the battle for marketshare in a converged services world. An obvious pre-requisite is an integrated front office, focusing on the issues and interplay between call center, IVR, web portal, and retail channels, as well as the business support systems used for customer management, order management, billing inquiry, trouble reporting, scheduling, etc. Learn how to re-engineer your front office in order to become as competitive as possible. Topics will include front office pain points, business process management, eTOM and enterprise transformation architectures. Robert Bratulic, Senior Enterprise Architect - Telecommunications Industry,IBM Canada - Global Business Services
	10:30-11:00	Refreshment Break
	11:00-11:45	Transforming CRM Theory into Reality through Integrated Customer Information One of the biggest customer experience challenges facing carriers today is the lack of uniformity, continuity and synchronization in customers’ interactions. Hear how leading telcos are solving this problem using advanced techniques, such as: Event-based Communications, Active Decision-Making, Closed Loop Analytics, BPM, Individual Customer Profitability Analysis, and management “Dashboards” to create an Intelligent Enterprise. Case examples from five continents will be highlighted showing true ‘best practices” that are being achieved. Ron Swift, Vice-President of Strategic Customer Relationships, Teradata, and author of Accelerating Customer Relationships through CRM
	11:45-12:30	Best Practices in Delighting, Listening To, Educating, and Retaining Customers Customers behave the same whether they’re internal or external customers and it is possible to quantify the bottom line implications of their dissatisfaction in any environment. One finding is that customers cause 20-30% of all their own problems. John Goodman, considered one of the founding members of the experience industry, will first outline behaviors and expectations and how the cost and revenue implications can be used to set priorities in a manner the CFO will accept. He will then outline some best practices for preventing and handling problems and why most measurement systems produce frustratingly unactionable data and how to fix them. John Goodman, Vice Chairman, TARP Worldwide
	12:30-1:30	Hosted Lunch
	1:30-2:15	Many Products, One Customer — Getting a Handle on Customer Management General Communications, a leading provider of voice, video and data service in Alaska, realized that if they wanted to successfully sell converged services, they needed to have an integrated and unified customer experience. Hear how it successfully consolidated its back-office systems, created a single point of customer contact, and enabled a comprehensive view of the multi-product customer. In doing so, it allowed CGI to realize clear market dominance through increased customer satisfaction, successful cross-selling efforts and reduced churn. Jim Dunlap, Vice President of Information Technology, General Communications, Inc. Alice Bartram, Associate Vice President, Marketing - Converged Billing Group, Comverse
	2:15-3:00	Network Providers’ Ace: Leveraging Customer Insight to Improve Loyalty If a company could provide the services you really wanted, when you needed them most--even before you knew you needed them, you’d likely be among that company’s greatest fans. Think of Amazon’s almost uncanny tailored suggestions for its online shoppers, or Apple’s ability to augment users’ lifestyle. As service providers, you have a goldmine of customers’ personal information--it’s the ace up your sleeve in terms of driving revenue and differentiation and keeping customers on board. Learn how, by leveraging the access medium and knowing the interests of your customers, you can move away from a one-size-fits-all, network-centric model to a more targeted model that results in customers spending on offers and services tailored to them. Lisa Modisette, Head of Customer Management Service Line, Amdocs Consulting Division
	3:00-3:30	Refreshment Break
	3:15-4:15	Customer Data Integration: One Customer Definition – Multiple Customer Perspectives What does “one customer definition” really mean to a complex telecom business? The reality is that your CRM investment isn’t enough if you can’t leverage customer information across multiple business functions like Marketing, Ordering, Billing, Compensation, and Care. Different organizations have different perspectives that don't always work well within a single CRM framework. A target solution should support every organization's needs and the interrelationships between the groups (i.e., segmentation, channelization, merger/acquisition/divestiture, legal, customer changes, etc.). Hear what’s required to plan a Customer Data Integration (CDI) project, including: business case development, customer policy development, technology architecture planning, and SOX and CPNI compliance considerations Darius Vaskelis, Senior Manager, Cognizant N.A. Communications Group
	4:15-5:00	Beyond the Data Warehouse: Real-Time Offer Management in a Convergent World Traditionally, data warehouses have been constrained by slow cycle times and the one-to-many mnodel. In the new converged world, providers need to take into account the customer's location, segment, service portfolio, propensity to churn, and other personal considerations -- and adjust their offer positioning in real-time. This real-time offer management is the key to maximizing the value of each customer interaction. Learn how service providers are applying real-time analytic technologies to dramatically increase sales, marketing, and customer service effectiveness. Steve Bamberger, Vice President, Communications, Media, and Utilities, Oracle Corporation
	5:00-6:00	Reception

Friday, November 10, 2006


	8:30-9:15	Web Self-Service: Getting the Correct Answers to Subscribers – 24x7 For communications service providers, the adoption of "triple play" represents the ultimate way to increase customer mindshare and protect against churn. Early technology adopters, who are the same consumers embarking on new services like VOIP and IPTV, will greatly benefit from self-service if and only if they can solve their problem, their way, in their own time, 24x7. In this session, the speaker will breakdown the key components of a self-service web experience and how these can be optimized to ensure an enhanced customer experience, including the ability for automated problem resolution. Michael Lehane, Director of Product Management, SupportSoft
	9:15-10:00	Using Low Cost Solutions to Deliver World-Class CRM With revenues in excess of $800M/year, One Communications is the largest privately held competitive communications provider in the United States. The company is rapidly expanding its IP based product offerings, integrating operations and transforming its network to raise the bar on the customer experience. One Communications’ IT department has been challenged with providing a seamless look and feel for all its customers that both improves its customers’ service and experience while lowering internal costs. Learn how One Communications is using lessons learned combined with open source tool kits and leading technologies (SOA, etc) to optimize their customers’ value chain without breaking the bank or buying expensive off-the-shelf systems. Todd Whitenack, Vice President, Information Technology, One Communications Ed Shanahan, Partner, Excelerate Partners
	10:00-10:30	Refreshment Break
	10:30-11:15	Subscriber-Centric Fulfillment: Extending the Customer Focus from Front Office to Back, from CRM to the Network With the concept of “service” evolving into a complex convergence of connectivity and applications, telcos must rethink traditional strategies for service fulfillment. This presentation examines a subscriber-centric approach to fulfillment implemented at NuVox Communications, a rapidly growing, facilities-based integrated communications provider. Such capability has allowed NuVox to extend its customer focus from front office systems into the back office and down to the network, better enabling it to meet the ongoing customer commitment required of dynamic new content services. Keith Coker, CTO, NuVox Communications Mark Nicholson, , CTO, Syndesis
	11:15-12:00	How to Increase Partner Satisfaction and Your Revenues The concept of Partner Relationship Management is gaining increased importance to service providers as revenue from third party content becomes an increasing element of their overall revenue streams. The speaker will describe how to improve your partners’ “experience” by integrating the retail side of content transactions directly with your partners’ revenue settlement. Such a capability enables efficient interaction with your partners, furthering the case for them to do business with you, and through you with your subscribers to offer greater choice, customer satisfaction, retention and revenue. Monica Ricci, Product Director, Charging & Billing, Intec Billing Inc.