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Conference Agenda

 

Day 1

May 14, 2018

  • 9:00 am
    Tracks
  • 2020 Digital Operator - Muses Conference Room (Level 3)

    DIGITAL OPERATOR 2020 – VISION, STRATEGY & ROADMAP
    PREPARING FOR DIGITAL SUCCESS
    THINK DIGITAL: SHIFTING CULTURE & MINDSET
    DELIVERING COMPLEX SOLUTIONS

    Zero-touch NFV /SDN

    REALIZING FUTURE NFV & SDN
    NEW STANDARDS FOR NFV & SDN MANAGEMENT
    ORCHESTRATING HYBRID NETWORKS
    AUTOMATION & POLICY FOR NFV & SDN

    2020 Digital Operator - Muses Conference Room (Level 3)

    • DIGITAL OPERATOR 2020 – VISION, STRATEGY & ROADMAP
    • 9:00 am
      PANEL SESSION: 2020 Digital Operator – Vision to Reality
      Michael Lewrick,
      Chief Innovation Officer, Swisscom Enterprise Customers,
      Author, The Design Thinking Playbook
      Shawn Mandel,
      Chief Digital Officer, Telus
      Erik Meijer,
      Strategy GPM, Group Innovation, Deutsche Telekom
      Steffen Roehn,
      Senior Adviser, Reliance Jio,
      Chief Executive Officer & Founder, Roehn Management Consulting GmbH,
      Board of Directors, TM Forum (for Reliance Jio)
      • How would you define “2020 Digital Operator”?
      • Which areas and capabilities are you prioritizing on your journey to Digital Operator?
      • What are the biggest challenges associated with becoming a digital operator and how can they be addressed?
      • Which business models and partnerships will enable revenue growth and new value creation?
      • What will the Digital Customer Experience look like in 2020?
      • How will virtualization technologies, IoT, Cloud, 5G and AI be used to drive revenue growth?
      • Where do you see your company in the digital ecosystem and value chain?
    • 9:45 am
      EXPERT INSIGHT: Building a Digital Transformation Strategy
      Chris Lewis,
      Managing Director, Lewis Insight,
      Founder, Great Telco Debate
      • Assessing your preparedness to transform into a digital operator - assessing the level of digital maturity, the risks and required investment
      • Deciding on what role to adopt in the digital ecosystem and value chain
      • Deciding what business models make the most sense for your company
      • Organic versus inorganic growth?
      • Determining the new technologies, business processes and capabilities that are needed to support your strategic choice
    • PREPARING FOR DIGITAL SUCCESS
    • 10:00 am
      INNOVATION FLASH TALKS FOLLOWED BY PANEL: Creating a Digital Transformation Roadmap
      Ahmad Azhar Yahya,
      Chief Digital Officer, Telekom Malaysia Berhad
      Andrew Thomson,
      SVP Digital Enablement, BearingPoint Digital Ecosystem Management Solutions, BearingPoint,
      Distinguished Fellow & Member of Collaboration Committee, TM Forum
      • How do you measure your current level of digital maturity to identify the optimum transformation path?
      • What are the investment, skills and resource requirements?
      • What are the key challenges involved in transforming into a digital operator?
      • What technologies are key to becoming a digital operator?
      • How do you develop partnerships that drive value and create new revenue streams?
      • How can operators reinvent existing new business models and develop new ones to create new value and revenue?
    • 10:45 am
      Morning Refreshments
    • 11:15 am
      EXPERT INSIGHT: Trash the Rulebook – Investing in Technology-Driven B2B and B2C Growth for Service Providers
      Anders Lindblad,
      Communications & Media Industry Lead for Europe, Accenture
      • Learning to leverage the differentiators that money can't buy - the heritage of experience.
      • Let's change the rules! - Transforming the core business and releasing funding to invest in new, technology-driven growth curves
      • Exploring four effective growth strategies and examples of the continuous digital transformation journey which is needed to succeed
      • Becoming a Multi-Sided Platform Provider in order to monetize telco key strengths and becomes a powerful weapon for winning in future ecosystems
    • 12:05 pm
      INNOVATION FLASH TALKS FOLLOWED BY PANEL: Transforming Operations for the Digital World
      Anas Tawileh,
      Managing Director, Systematics Consulting Inc.
      • How is “digital” disrupting operations?
      • How can companies learn to think holistically about operations?
      • What are the challenges involved in aligning operations with your business strategy?
      • How is the adoption of new business models impacting and changing operations?
      • How can new technologies be leveraged to support operations?
      • How will the role of employees change and what new skills will they require?
    • 12:45 pm
      Networking Lunch
    • 2:00 pm
      TM FORUM INSIGHT: Leveraging TM Forum’s Digital Maturity Model to Navigate the Maze of Digital Transformation
      • Why is a Digital Maturity Model required?
      • An overview of the Digital Maturity Model and the set of metrics that help operators measure their true digital maturity
      • Creating a ‘go to’ target level of digital maturity
      • Examining how maturity models can underpin success in transformation projects
      • Identifying possible investment priorities and manage the journey itself, step-by-step
    • THINK DIGITAL: SHIFTING CULTURE & MINDSET
    • 2:45 pm
      CASE STUDY: Developing a Digital Culture and Mindset
      Maria Elizabeth (Liza) S. Sichon,
      Chief People and Culture Officer, Group Head Human Resources, PLDT
      • What does a digital culture and mindset entail?
      • Understanding how to focus and implement your cultural change initiatives
      • What are the main dimensions of a digital culture?
      • Understanding the role of leadership in shifting culture and mindset
      • Overcoming the disconnect between leadership and employees
      • Transitioning from a “legacy” to a digital culture
      • Turning cultural change from a hurdle into an accelerator of digital transformation
      • How can businesses break through risk aversion?
    • 3:10 pm
      CASE STUDY: Shifting the Deutsche Telekom Mindset to Ecosystem Design Thinking
      Nico Weckerle,
      Head of Experience Strategy, Deutsche Telekom
    • 3:30 pm
      Afternoon Refreshments
    • DELIVERING COMPLEX SOLUTIONS
    • 4:00 pm
      TWO PERSPECTIVES ON: Managing Ecosystems and Delivering Complex Digital Services
      Catherine Michel,
      Chief Technology Officer, Sigma Systems
    • 4:50 pm
      CASE STUDY: Catalog and Order Care
      Joost Fonteyn,
      Head Of Enterpise Business Services, Proximus

    Zero-touch NFV /SDN

    • REALIZING FUTURE NFV & SDN
    • 9:00 am
      FIRESIDE CHAT: Realizing the Benefits of NFV & SDN
      • NFV/SDN and the development of future IOT services/cloud offerings
      • Understanding the need to develop two-sided business model powered by software defined networking to co-create services with vertical industries
      • Creating a new operating model by enabling a complete culture shift and adopting DevOps and automation to create a software development environment that looks less telco and more over the top
    • 9:20 am
      CASE STUDY: Meeting the Service Assurance Challenge for NFV Adoption
      • Addressing the challenges to network transformation
      • NFV and service assurance
      • Service assurance capability requirements and ecosystem feedback
      • Components enabling "open" Service Assurance
    • 9:40 am
      CXO PANEL: Where are we at with NFV SDN?
      • An overview of successful implementations and benefits
      • Overcoming obstacles to get the most out of NFV & SDN
      • Outlining the goals for the future of NFV SDN
    • 10:45 am
      Morning refreshments
    • NEW STANDARDS FOR NFV & SDN MANAGEMENT
    • 11:15 am
      PANEL: Integrating ONAP to Automate NFV/SDN
      Oren Marmur,
      VP, Head of NFV, Amdocs
      • Creating a holistic and comprehensive framework for real-time, policy-driven software automation of virtual network functions
      • Enabling software, network, IT and cloud providers and developers to rapidly create new services and infrastructure
      • Delivering a unified architecture and implementation
    • 11:55 am
      INNOVATION FLASH TALKS WITH Q&A SESSION: Preparing your Business for Virtualization
    • 12:25 pm
      CASE STUDY: The Development of ONAP and the Open Network
      • Update on the development and deployment of NFV
      • The best strategies for deploying open source in your network
      • How to leverage ONAP to successfully accelerate innovation in virtual services
    • 12:45 pm
      Networking Lunch
    • ORCHESTRATING HYBRID NETWORKS
    • 2:00 pm
      CASE STUDY: Using Future OSS Orchestration to Enhance Operations and Service Agility
      • Developing new strategies for operations
      • The impact of softwareization on networks - centralization, speed up time to launch new service/application through DevOps, Hybrid operations across legacy and NFV/SDN
      • Using OSS Transformation to enhance operations and service agility
    • 2:25 pm
      FIRESIDE CHAT: Achieving End-To-End Service Orchestration across Hybrid and Multiple Networks
      • Identifying the key requirements for effectively orchestrating services end-to-end
      • Streamlining service integration with TM Forum’s HIP
      • How can the current end-to-end management architecture be extended?
      • Delivering service assurance and security
    • 2:50 pm
      PANEL: Key Enablers for a Hybrid Infrastructure Platform
      • What are the necessary enablers for a hybrid network management platform?
      • What is the role of TM Forum’s ZOOM project in enabling hybrid infrastructure management?
      • Assessing the various open source projects in the area of virtualization
    • 3:30 pm
      Afternoon refreshments
    • AUTOMATION & POLICY FOR NFV & SDN
    • 4:00 pm
      FIRESIDE CHAT: Automated NFV/SDN Testing and Validation Framework
      • How do CSPs move from blueprints and architecture to realizing this future state of operations?
      • Exploring Next Generation Service Assurance systems and their role in autonomous networking, including the fundamentals of
      • applying advanced analytics based on patterns, active inventory, and life topology graphs
    • 4:50 pm
      VENDOR Q&A: NextGen Service Assurance Enablement
      • Addressing the complexity of designing E2E service solution enablement
      • Tackling the coexistence of physical and virtual network functions and managing performance through micro-services.
      • Deploying strategic service assurance through APIs, data analytics and intelligent remediation

Day 2

May 15, 2018

  • 8:45 am
    Keynote Perspectives
    Kiran Thomas,
    President, Reliance Industries Limited,
    Director, Board of Reliance Jio
    Steffen Roehn,
    Senior Adviser, Reliance Jio,
    Chief Executive Officer & Founder, Roehn Management Consulting GmbH,
    Board of Directors, TM Forum (for Reliance Jio)
    Andrew Feinberg,
    President and Chief Executive Officer, Netcracker
    Harmeen Mehta,
    Global Chief Information Officer, Bharti Airtel Limited
    Thierry Souche,
    Chief Information Officer, Orange Group,
    Senior VP, Orange Labs Services
    Hatem Bamatraf,
    Chief Technology Officer, Etisalat Group
    Nik Willetts,
    Chief Executive Officer , TM Forum
    Mark Newman,
    Chief Analyst, TM Forum
  • 9:00 am
    Tracks
  • 2020 Digital Operator - Muses Conference Room (Level 3)

    FOSTERING OPEN INNOVATION FOR GROWTH
    BUILDING SUSTAINABLE ECOSYSTEMS AND PARTNERSHIPS

    Reimagining OSS/BSS

    A LOOK AT OSS/BSS OF THE FUTURE
    UNDERSTANDING THE PREREQUISITES FOR OSS/BSS EVOLUTION
    OPTIMIZING CUSTOMER EXPERIENCE WITH OSS/BSS

    Zero-touch NFV /SDN

    CREATING NEW REVENUE STREAMS WITH NFV & SDN
    VNF: CAPABILITIES, PRICING & ONBOARDING

    AI and Data Analytics

    Driving Your Data-Centric Strategy
    MACHINE LEARNING & PREDICATIVE ANALYTICS
    PROMISE AND POWER OF AI

    Serving the Digital Customer

    STRATEGIES FOR CUSTOMER CENTRICITY IN THE DIGITAL AGE
    Chair: Aaron Boasman-Patel, VP, Content, Research & Media, TM Forum
    THE ROLE OF DIGITAL IN THE CUSTOMER EXPERIENCE
    Chair: Aaron Boasman-Patel, VP, Content, Research & Media, TM Forum
    CREATING A RICH DIGITAL EXPERIENCE FOR YOUR CUSTOMER

    2020 Digital Operator - Muses Conference Room (Level 3)

    • 10:45 am
      Morning Refreshments
    • FOSTERING OPEN INNOVATION FOR GROWTH
    • 11:15 am
      CASE STUDY: Open Innovation, and Start-Ups Incubation at Orange
      Nicolas Bry,
      Chief Innovation Officer at Orange Valley, Orange
      • Orange Open Innovation initiatives and culture
      • Imagine with Orange - co-creating with the crowd of customers
      • Developing Innovation from within your organization, with Intrapreneurs’ studio and internal start-ups
      • Designing new business models and leveraging key Orange assets
      • Holistic incubation for entrepreneurs, intrapreneurs, and new business model projects
    • 11:40 am
      CASE STUDY: Business Ecosystem Design as a New Capability for Growth and Innovation
      Michael Lewrick,
      Chief Innovation Officer, Swisscom Enterprise Customers,
      Author, The Design Thinking Playbook
    • 12:05 pm
      Adopting Platform-Based Business Models to Successfully Compete in the Digital Ecosystem
      • Transforming into a platform player – challenges and opportunities
      • Developing services that can be monetized in the business-to-consumer (B2C) or business-to-business (B2B) markets
      • Creating business models with a differentiating partner ecosystem that accelerate revenue growth through co-creation and innovation
    • 12:45 pm
      Networking Lunch
    • 2:00 pm
      WORKSHOP: Turning Innovation into Growth: Creating Future Digital Service Models
      Brian Smyth,
      Business Strategy & Digital Transformation Specialist: Technology, Communications & Internet Industries, Accenture

      How can large, incumbent telco organizations create an environment where culture can transform and innovation can flourish?

      As one or the team who established The Dock, Accenture’s multidisciplinary research and incubation hub in Dublin, Brian will lead a discussion on how telcos can use an Innovation-led approach to accelerate digital transformation. The Dock is home to 200 designers, developers and experts in artificial intelligence, analytics and IoT, and is where Accenture investigates, imagines and brings new ideas to life – across ecosystems and connected platforms. This state-of-the-art facility brings lots of examples of successful collaboration and co-creation with clients, universities and start-ups, powered by a unique mix of skills, insights and methodologies to unlock new thinking.

    • 3:00 pm
      PANEL: Adopting a Fail Fast Approach to Create Sustainable Innovation and Thrive in the Digital World
      Ivan Skender,
      Chief Digital Officer, Vipnet (A1 Telekom Austria Group)
      • What is the role of failure in the innovation process?
      • How do you create a culture of innovation that encourages successful failure and taking chances?
      • What can be learnt from failures and how can these lessons be applied to future innovation experiments?
      • How can the cost of failure be decreased?
      • What is the ideal composition of an innovation team?
      • What type of innovation has a fail fast approach enabled in your business?
    • 3:30 pm
      Afternoon Refreshments
    • BUILDING SUSTAINABLE ECOSYSTEMS AND PARTNERSHIPS
    • 4:00 pm
      TM FORUM WORKSHOP: Finding your Footing in the Broader Digital Ecosystem – Curate FX
      • Introduction to TM Forum’s ecosystem mapping/business scenario tool
      • Transforming existing business models, re-defining relationships and generating revenue
      • How to leverage existing tools available to ease integration in the broader digital ecosystem
      • Facilitating collaboration and offering integrated products and services
      • Overcoming the technical challenges to collaboration and integration of products and services
      • Guaranteeing successful, speedy partner on-boarding and continued synergies in a fast-paced environment
      • Developing and evolving repeatable and consistent processes and approaches to partnering
    • 4:45 pm
      INNOVATION FLASH TALKS: Creating Successful, Streamlined Partnerships in an Inherently Complex Environment
      Pawan Dubey,
      Consultant, Infosys
      • Overcoming the challenges of partnering: business approaches and technical solutions
      • Drivers and indicators of eco-systems in the platform economy
      • The role of Open APIs in enabling partnerships
      • Emerging business practices and technologies to establish effective partnerships
      • Understanding how to successfully retain partners and their innovations

    Reimagining OSS/BSS

    • A LOOK AT OSS/BSS OF THE FUTURE
    • 11:15 am
      FIRESIDE CHAT: Leveraging Technology to Enhance and Futureproof OSS & BSS
      Gnanapriya Chidambaranathan,
      AVP, Sr. Principal Architect, Infosys
      • A look at next generation network management systems: Cloud architecture, Open network management abilities & Agile DevOps.
      • Analysing the role of cloud BSS in enhancing agility and customer centricity
      • How to achieve enhanced operational network efficiency and intelligence
    • 11:40 am
      INNOVATION FLASH TALKS WITH Q&A SESSION : Understanding the Role of IT in Innovation
      Sami Pohjonen,
      Head of Product Line Management & Strategy, Nokia
      Dr. Jarno Niemelä,
      Technical Lead (Elisa SON), Elisa Finland
      • Integrating IT with the business and moving beyond the delivery of IT requirements
      • Developing a comprehensive data strategy to optimize operational decision-making
      • How to effectively monitor, measure and analyze all areas of business operations
      • Creating an overall view of the organization to make new business cases
    • 12:20 pm
      CASE STUDY: OSS BSS in Action
    • 12:45 pm
      Networking Lunch
    • UNDERSTANDING THE PREREQUISITES FOR OSS/BSS EVOLUTION
    • 2:00 pm
      Q&A SESSION WITH POLLING: Identifying Key Requirements for the Development of OSS & BSS
      Alexis de Peufeilhoux,
      Senior Architect, Deutsche Telekom
      • What does the future evolution of networks look like?
      • Considering the resulting impacts and requirements of OSS
      • What are the next steps for OSS/BSS?
    • 2:25 pm
      CASE STUDY: Meeting the Increasing and Evolving Demands of OSS & BSS with ODA
      Guy Lupo,
      Head of Orchestration, Network 2020, Telstra
      • Using ODA for internal alignment to manage hybrid infrastructure
      • Moving towards next-generation OSS for a virtualized and hybrid network
      • OSS & BSS Standards – why the industry needs them, where we currently stand
      • Integrating APIs in legacy environments and ensuring business continuity
    • 2:45 pm
      CXO PANEL: Developing a New IT Organization Structure for Future OSS & BSS
      • What does the new IT organization structure look like?
      • What is the new role of the CIO within the business?
      • What skills are needed to bring IT to the next level?
      • How can ODA help plug the knowledge gaps and optimize operations?
    • 3:30 pm
      Afternoon refreshments
    • OPTIMIZING CUSTOMER EXPERIENCE WITH OSS/BSS
    • 4:00 pm
      CASE STUDY: Bringing Together Customer and Network Data
      • Offering optimal customer experience by tapping into customer and network data
      • Identifying new opportunities for customer engagement based on network data
      • Creating a centralised interface for data management
    • 4:25 pm
      CASE STUDY: Delivering Optimal Customer Experience through Automated Onboarding
      • Designing and delivering optimal services through VF on-boarding
      • Using intent based constructs to create dynamic service models
      • Delivering services from network to service to customer layer
      • The evolution of onboarding from virtual functions to creating services of the future
    • 4:50 pm
      PANEL: Delivering a Seamless Customer Experience
      • Analysing the role of cloud BSS in enhancing agility and customer centricity
      • Why do CSPs need to transition toward cloud-based CPQ and CLM in today’s digital context?
      • The power of intelligent usage-based recommendations

    Zero-touch NFV /SDN

    • 4:25 pm
      CASE STUDY: Integrating Agile Operations to Support NFV/SDN Deployment
      • Understanding how best to apply Agility and Devops to the network
      • Updating the way services are designed and created
      • Increasing agility throughout whole service lifecycles
      • Moving from strategic agility to full operational agility
    • CREATING NEW REVENUE STREAMS WITH NFV & SDN
    • 11:15 am
      CASE STUDY: Evolving New Business and Revenue Models with NFV
      • Alternative approaches for delivering SDN and NFV capability
      • Addressing the internal changes needed to deliver products to the market faster
      • Achieving differentiation in an increasingly competitive marketplace
    • 11:40 am
      Q&A WITH POLLING: Understanding Opportunities for Revenue Growth with NFV & SDN
      • Which platform capabilities are needed for future services?
      • What are the next steps to new revenue generation?
      • How can we harness real-time charging and spot pricing?
      • Understanding the potential of over-provisioning and maximizing resource utilization
    • 12:05 pm
      PANEL: Enabling Lifecycle Service Orchestration
      • How can telco operations be modernized with “metamodel-driven” orchestration for innovation and agility?
      • How can the management plane of virtual and physical infrastructure be shifted to push-based performance ‘streaming’ using open APIs?
      • How do you develop integrated SD-WAN managed services with flexible architecture for greater differentiation?
    • 12:45 pm
      Networking Lunch
    • 2:00 pm
      FIRESIDE CHAT: Understanding the Benefits of SDN/NFV
    • 2:25 pm
      CASE STUDY: Increasing Network Efficiency and Reducing Opex with NFV/SDN
    • 2:50 pm
      PANEL: What has NFV & SDN achieved to date?
      • What have been the best use cases for NFV & SDN thus far?
      • What is the current ROI on NFV & SDN deployments?
      • What are the next opportunities for reducing Opex?
      • What are the main obstacles still to be overcome?
    • 3:30 pm
      Afternoon refreshments
    • VNF: CAPABILITIES, PRICING & ONBOARDING
    • 4:00 pm
      FIRESIDE CHAT: Best Practices for VNF Onboarding
      • Optimising VNF integration with Onboarding Automation
      • Using procurement templates and metadata to evaluate VNFs
      • How to get the most out of VNF licensing, operational metrics, testing descriptors
      • Developing new industry standards for VNF onboarding
    • 4:25 pm
      CASE STUDY: Developing New Vendor Pricing Models for VNFs
      • What is needed to deliver a win-win pricing model for VNFs?
      • What are the benefits of usage-based pricing vs. buying unlimited usage rights?
      • Can the industry develop a tiered pricing system to increase uptake and deployment?
    • 4:50 pm
      PANEL: Harnessing the Capabilities of VNFs
      • How can VNFs help make carrier-grade NFV a reality?
      • Supporting cloud native applications with VNFs
      • Developing scalable service offerings and reducing capex
      • Reducing time to deploy new services and streamlining operations

    AI and Data Analytics

    • 2:30 am
      LIVE DEMO: VMs: Applying Machine Learning for Network Operation and Control
      Takafumi Moroishi,
      , NTT DoCoMo
      • Developing an environment that enables you to easily and quickly perform various data exploration and modeling tasks
      • Using historical root cause data to alert problems before they happen and take preventative action
      • Reducing time spent managing and maintaining rules, definitions, or thresholds by creating such relationships automatically
    • Driving Your Data-Centric Strategy
    • 11:15 am
      FEATURED PRESENTATION: Unlocking the Power of Data
      Dr. Inderpal Bhandari,
      Global Chief Data Officer, IBM
      • Creating a holistic architecture that combines existing data with new or novel sources, even if they come from outside
      • Breaking down processes and offerings into relatively routinized and isolated elements that can be automated
      • Taking advantage of technological advances and data sources and reassembling them to better meet your business and customers’ needs

       

    • 11:45 am
      FEATURED PANEL DEBATE: Realizing AI’s Full Potential for the Future of your Business?
      • Where do you see the most potential for AI in your industry?
      • What are the specific challenges around AI that you are dealing with?
      • How are you approaching integrating artificial intelligence into your broader digital transformation?
    • 12:20 pm
      FEATURED PRESENTATION: Data-Centric Approach to the Open Digital-Business Enablement System
      Phill Radley,
      Chief Data Architect, BT
      • Building an unassailable and advantaged collection of open and closed data sources
      • Accessing, and leveraging shared, rented, or complementary data sets to run more training data through algorithms and improve performance
      • Assembling and processing new sources of data from databases, optical signals, text, and speech to make partially autonomous decisions
    • 12:45 pm
      Networking Lunch
    • MACHINE LEARNING & PREDICATIVE ANALYTICS
    • 2:00 pm
      TM FORUM INSIGHT & CASE STUDY: Taking your Business Assurance Digital with Machine Learning
      Dr. Gadi Solotorevsky,
      Chief Evangelist – Revenue Guard, Amdocs,
      Ambassador & Revenue Team Chair, TM Forum
      Kobi Shitrit,
      Founder and Head of Revenue Assurance & Fraud Management, HOT Communications
      • Examining why machine learning and AI are the only way forward to meet the new business-assurance needs in the digital ecosystem
      • Creating adaptive models that learn behavior and consumption patterns and analyzing the impressive results
      • How to successfully apply machine learning and AI to improve customer vetting, and reduce fraud and bad debt
    • 3:00 pm
      LIVE DEMO: Developing A Business and Technology Strategy to Help Determine the Best Way to Take Advantage of Data Science Today
      Kallol Dutta,
      GM, Delivery & Automation, Spark New Zealand
      Niall Fitzgerald,
      GM, Architecture and Design, Spark New Zealand
      Gnanapriya Chidambaranathan,
      AVP, Sr. Principal Architect, Infosys
      • Creating a data centric strategy that can support varied use cases including Customer Journeys; Automate operations; Conversational BOTS and many more
      • Collecting and analyzing the right kind of data insights on varied dimensions including revenue, cost, business KPIs, system & process impacts with customer and product lines in real or near real time
      • Developing strong data platform to ingest, analyze varied structured, unstructured data from network, IT systems, cloud, social media and varied sources
    • 3:30 pm
      Afternoon Refreshments
    • PROMISE AND POWER OF AI
    • 4:00 pm
      LIVE DEMO: The Use of AI in Digital Transformation Success
      Dr. Edward Challis,
      Co-Founder & Chief Executive Officer, re:infer
      Stephen Mackintosh,
      Chief Revenue Officer, re:infer
      • Identifying what is needed to truly scale out AI applications and systems
      • Breaking down processes and offerings into relatively routinized and isolated elements that can be automated
      • Increasing revenues by creating personalized marketing and promotion offers to conveniently provide familiar, complementary, or entirely new purchasing options at negligible marginal cost
    • 4:30 pm
      INTERACTIVE ROUNDTABLE: Navigating Knowledge-Defined Networks (KDN)

      This immersive and engaging learning experience brings delegates and presenters together in interactive group exercises and guided dialogue to identifying a number of mission critical areas that companies must address to facilitating the adoption of AI techniques in the context of network operation and control.  Take part in this unique opportunity to contribute to the discussion and take away real-world strategies where peers and industry experts including:

      • Discussing the latest TM Forum research on the potential of applying Artificial Intelligence (AI) techniques to control and operate networks
      • Exploring how to develop anew construct that relies on machine learning and cognitive techniques to operate the network
      • Examining ways to evolve the network so that it operates by means of a control loop to provide automation, recommendation, optimization, validation and estimation

    Serving the Digital Customer

    • STRATEGIES FOR CUSTOMER CENTRICITY IN THE DIGITAL AGE
      Chair: Aaron Boasman-Patel, VP, Content, Research & Media, TM Forum
    • 11:15 am
      FEATURED PRESENTATION: Driving Digital Transformation Through the Customer’s Journey
      Paolo Colella,
      EVP Digital Services - Europe and Latin America, Ericsson
      Carlos Palito,
      Head of Digital Transformation, Entel
      • Defining the customer experience, including touchpoints, pain points, and “moments of truth”
      • Creating the kind of experience customers expect from a digital company
      • Providing capabilities and solutions to support customer experience and operation so that interaction with customers, and changes to their services, happen in real time
      • Empowering customers to migrate to preferred digital channels for care
    • 11:40 am
      FEATURED PRESENTATION: Mastering the Digital Evolution to Reshape your Customer Experience
      Philip Joseph,
      Chief Customer Experience Officer, Ooredoo

      Driving digital transformation through the customer’s journey.

      • Integrating social media into contact centers
      • Digitizing operations processes to empower customers
      • Capturing customer feedback digitally for continuous service improvement
      • High Tech vs. High Touch
    • 12:05 pm
      Q&A SESSION WITH POLLING: Strategies for Customer Experience in The Digital Age
      Sri Safitri,
      Project Director of Customer Experience, Telkom Indonesia
      Francis Depuydt,
      Head - Digital Customer Experience, Proximus
      Dirk Rohweder,
      Chief Operations Officer, Teavaro
      Arnold Buddenberg,
      Enterprise Digital Business & IT Transformation Architect, Orange Labs Services
      Gopal Rao,
      Partner, Infosys Consulting CME, Infosys
      • Examining how digital customer interactions are with telcos
      • Defining business rules around customers and the kind of experiences they expect
      • Focusing on customer expectations and motivations to design the customer digital experience along different actions and interactions
    • 12:45 pm
      Networking Lunch
    • THE ROLE OF DIGITAL IN THE CUSTOMER EXPERIENCE
      Chair: Aaron Boasman-Patel, VP, Content, Research & Media, TM Forum
    • 2:00 pm
      LIVE DEMO: APIs as the Enabler for Enhancing Customer Centricity
      Michael Lawrey,
      Chairman, DGIT Systems
      Steve Reiger,
      Former Customer Operations Director and Current Wholesale Director, Vodafone New Zealand
      • Examining how Vodafone New Zealand is providing wholesale & global with TMForum Open APIs for SQ, ordering, inventory and tickets
      • Discussing Vodafone New Zealand’s experience so far and the value they’ve received from implementing a digital on-Line model and API uptake
      • Using dynamic TM Forum Open APIs to enable microservices and drive digital engagement
      • Demonstrating the customer omnichannel experience through dynamic portal and APIs
    • 2:25 pm
      INNOVATION FLASH TALKS and Q&A: Connecting Customer Centric Business Strategies with Technology in a Digital Economy
      Brad Pruner,
      Director – B2B Systems Transformation, TELUS Communications
      Dan Ford,
      SVP and General Manager Communications and Media, Vlocity
      • Examining how digital platforms are driving people to change the way they consume
      • Utilizing the full potential of digitization to exceed customer expectations, enhance the customer experience, and deliver convenience and personalization
      • Taking a business approach to determining what customer -centric design considerations should be made up front before developing services
    • 3:30 pm
      Afternoon Refreshments
    • CREATING A RICH DIGITAL EXPERIENCE FOR YOUR CUSTOMER
    • 4:00 pm
      CASE STUDY: Following your own CX Best Practices: Catching B2B Up with B2C
      Daniel Zini,
      EMEA Telco & Media Industry Director, Microsoft Business Applications
      • Establishing an end-to-end view of the value chain of the CSP, consumers, and enterprises based on managed services and outcome-based business models
      • Meeting the business needs of global operations as well as delivering exceptional customer experience by using integrated digital technologies
    • 4:25 pm
      FIRESIDE CHAT: Why Go Digital? What Is Digital Doing for The Customer Experience and What Shouldn’t Go Digital?
      Anne Rahkone,
      Chief Architect, Telia
      Joris Vollebergh,
      Director CRM Transformation, Liberty Global
      Yossi Zohar,
      Director, Communications Industry Product Marketing, Salesforce.com
      • Should there be a separate approach for the digital customer experience from customer experience overall?
      • What will the increasing role technology be in the lives of customers and the ways we conduct business in the broadest sense?
      • Are customers becoming “channel-agnostic” and how will that blur the lines between digital and direct care?
    • 4:55 pm
      INNOVATION FLASH TALKS and Q&A: Delivering Personalized Service, Price and Flexibility
      Hanang Setiohargo,
      SVP, Customer Management, PT Telkomsel
      • Customizing loyalty actions using different channels and making cross-selling and upselling easier
      • Delivering the most relevant products, messages or offers to your customers, at the most appropriate time
      • Identifying critical steps in journeys where customers are paying the most attention, are most anxious, or appreciate value the most
      • Understating the shift in channel preferences care from assisted channels to self-care and how that is affecting how customers pick and choose desired services and features

Day 3

May 16, 2018

  • 9:00 am
    Tracks
  • 2020 Digital Operator - Muses Conference Room (Level 3)

    SECURITY & TRUST
    LEVERAGING DATA, ANALYTICS & AI FOR ENHANCED DECISION MAKING & REVENUE GROWTH
    BLOCKCHAIN & IOE: OPPORTUNITIES FOR OPERATORS
    OPEN APIS & THE PLATFORM ECONOMY

    Reimagining OSS/BSS

    ACHIEVING AGILITY WITH OSS/BSS
    OSS/BSS, MACHINE LEARNING AND AI
    SUPPORTING NEW BUSINESS MODELS WITH OSS/BSS

    AI and Data Analytics

    GETTING STARTED WITH AI
    AI IN ACTION: AGILE OPERATIONS
    AI IN ACTION: CUSTOMER CARE
    AI IN ACTION: IOE & SECURITY

    Serving the Digital Customer

    DATA DRIVEN CUSTOMER INSIGHTS
    MAPPING YOUR CUSTOMER’S JOURNEY
    CONNECTING CHANNELS FOR SUPERIOR SERVICE
    ENHANCING CUSTOMER TRUST & PERCEPTION

    2020 Digital Operator - Muses Conference Room (Level 3)

    • SECURITY & TRUST
    • 9:00 am
      CASE STUDY: Establishing and Maintaining Trust in a Dynamic, Evolving and Complex Digital Ecosystem
      Tom Rijks,
      Managing Director Digital Identity & Transactions, KPN
      • Why digital trust is the key to success of digital ecosystems
      • Addressing the challenges in establishing and maintaining trust in a dynamic, evolving and complex digital ecosystem
      • Enabling people, organizations and devices to make informed trust decisions in real-time
      • Ensuring that trust decisions are supported by standards (information, process, integration models, metrics and algorithms)
      • Understanding how to improve and expand trust among the participants of the digital ecosystems
      • Managing risk from increasing threats and regulations while balancing security, privacy and transparency
    • 9:25 am
      CASE STUDY: Developing an Effective Security Strategy for the New MVNO World
      Nuno Teodoro,
      Chief Information Security Officer, truphone
      • New challenges for the IoT security
      • Security & Compliance requirements on offering services for regulation (e.g. MIFI II)
      • Adapting the security strategy for a fast-paced business
      • Providing assurance and trust to highly demanding customers
    • LEVERAGING DATA, ANALYTICS & AI FOR ENHANCED DECISION MAKING & REVENUE GROWTH
    • 9:50 am
      CASE STUDY: Monetizing Telco Data in Advertising
      Renan Abgrall,
      Value Factory BU Manager, Bouygues
      Florian Lichtwald,
      SVP Global Telecom Partnerships, Zeotap
      • Why do operators need to diversify their business today?
      • Why should operators position themselves in the advertising business?
      • Case Study zeotap: How can operators effectively navigate the advertising market?
      • What are the success stories around the world?
      • Case Study Bouygues: The French Case of Bouygues Telecom and its data in TV and Digital Advertising
    • 10:10 am
      EXPERT INSIGHT: Implementing and Leveraging AI for Innovation and Growth
      Pierre Blanchard,
      President, PRBL ADVISORY
      • Where do you see the greatest benefits to implementing AI?
      • What are the risks and how can they best be addressed?
      • How is your company and industry harnessing AI to create new business models and services?
      • What are the operational, organizational and technical challenges of implementing AI in your organization?
      • How will AI transform existing services and what new services is AI enabling?
    • 10:45 am
      Morning Refreshments
    • BLOCKCHAIN & IOE: OPPORTUNITIES FOR OPERATORS
    • 11:15 am
      CASE STUDY: Building on a Strong Base – How Operators Can Successfully Monetize IoE
      • How are enterprises monetizing IoE and what can operators learn from them?
      • How to monetize existing capabilities and assets
      • How to build new capabilities and assets – investment, skills and resource requirements
      • Examining the “as-a-service” model and implementing a transaction-based monetization system
    • 11:40 am
      INNOVATION FLASH TALKS WITH Q&A SESSION: Market Experiences in Monetizing IoE-Based Telematics Services
      • Is IoE really the Next Big Thing?
      • How can you make money out of it?
      • Addressing the technical complexity, lack of industry expertise, unfamiliar ecosystems and uncharted business models to cash in on IoE
      • Turning expectations into reality - outlining how Vinci Facilities and Concetrix successfully delivered IoE solutions by leveraging platforms, applications and solutions that enabled them to monetize innovative services and ecosystems
    • 12:25 pm
      CASE STUDY: IoT Strategy for CSPs – Blindsided by Connectivity Gains
      Peter Wilcox,
      Director IoT, Bell Canada
      Raj Cherchattil,
      Chief Technoloy Officer, Telecom, Media & Entertainment, IBM Canada
      Jörn-Dieter Kropfgans,
      Partner, IBM Canada
    • 12:45 pm
      Networking Lunch
    • 2:00 pm
      INNOVATION FLASH TALKS FOLLOWED BY Q&A SESSION: Blockchain – Opportunities for Operators
      Rob van den Dam,
      Global Telecommunications Industry Leader, IBM Institute for Business Value (IBV)
      Vimal Mehta,
      Principal Technology Architect, Telus
      • What are the main benefits of blockchain?
      • What new revenue models will blockchain enable?
      • What are the main challenges associated with blockchain implementation?
      • How can blockchain be used to guarantee data integrity and further drive IoE adoption?
      • What the limitations and risks associated with blockchain?
      • What results have been achieved so far?
      • What does the future hold for blockchain?
    • OPEN APIS & THE PLATFORM ECONOMY
    • 3:00 pm
      CASE STUDY: Open APIs – Enabling Platform Business Models
      Milind Bhagwat,
      Chief Enterprise Architect, BT,
      ,
      • Understanding how to use APIs to enable new business modelsow to adapt
      • Developing an API strategy and architecture
      • Creating open APIs to be sharable and attractive to ecosystem partners
    • 3:30 pm
      Afternoon Refreshments
    • 4:00 pm
      WORKSHOP: Open APIs – Turning Business Strategy into Reality
      • How can we learn from Digital Natives?
      • Can we adopt simpler digital services models and embrace Platform Business models?
      • Why do we need Open APIs to rapidly enable that transition?
      • Can we succeed individually without standards and open APIs?
      • Are those new services just a digital carbon copy of legacy hard-wired services?
      • How will digital services market places look like in a multi-cloud environment?
      • What is the role of the Open APIs to make the market places really valuable, to accelerate and grow the consumption of Cloud-based communications services?

    Reimagining OSS/BSS

    • ACHIEVING AGILITY WITH OSS/BSS
    • 9:00 am
      CASE STUDY: Developing a Blueprint for Rapid Service Deployment
      • Understanding the challenges that telcos face in achieving seamless rapid deployment
      • Agile transformation: A holistic perspective of the people, processes and technology involved for a successful roll out
      • Case study on how to achieve rapid deployment in less than ninety days
    • 9:20 am
      CASE STUDY: Rapid OSS Deployment to Support New Service Rollouts
    • 9:40 am
      FIRESIDE CHAT: Delivering Optimal Service through Automated Onboarding
      • How to successfully meet SLAs, comply with regulations, and deliver seamless service delivery
      • How business process outsourcing can optimize digital operations
      • Integrating virtual agents, robotic intelligent-process operations, and pre-built automated capabilities, processes and operational methodologies
    • 10:15 am
      WORKSHOP: Combining All of the Elements of Digital Transformation
      • Assessing the range of OSS products on offer to manage different network technology domains
      • Transforming the OSS to drive faster service rollout, streamline end-to-end business processes and improve customer experience
      • Looking back on implemented solutions, lessons learned, future plans to ensure and maintain agility
    • 10:45 am
      Morning refreshments
    • 11:15 am
      CASE STUDY: Best Practices for Rapid Onboarding
    • 11:35 am
      FIRESIDE CHAT: The Business Case Behind Microservice Architectures
      • Leveraging microservices to enhance competitiveness, differentiation and customer satisfaction
      • Enabling agility, scalability, modularity, vendor neutrality and customization
      • What are the full costs of implementing microservices, and what are the potential savings?
      • Using DevOps and micro-systems for speedy time-to-market and service deployment
    • 12:00 pm
      TM FORUM INSIGHT: Open APIs – Putting Strategy into Practice
      • How can CSPs embrace Platform Business models?
      • Integrating Open APIs to enable the transition
      • Understanding the role of Open APIs in supporting Cloud-based communications services
    • 12:25 pm
      Q&A SESSION WITH POLLING: Digital Trust and the API Economy
      • Creating new market opportunities through digital ecosystems and APIs
      • The role of digital trust in creating successful digital ecosystems
      • What’s next for the API economy?
    • 12:45 pm
      Networking lunch
    • OSS/BSS, MACHINE LEARNING AND AI
    • 2:00 pm
      CASE STUDY: A Look at SK Telecom’s OSS Platform (TANGO)
      • What are the implications of Machine Learning for OSS/BSS?
      • Harnessing the future potential of Machine Learning to optimize operations
      • What needs to happen now? Preparing for the next steps
    • 2:20 pm
      INNOVATION FLASH TALKS WITH Q&A SESSION: Future Security for OSS/BSS in the AI Era
      • An overview of security measures required for future OSS/BSS
      • Analysing the real level of risk and the breadth of damage a breach could cause
      • Hypothetical and real-life security issues, and how to prevent them
    • 3:00 pm
      CASE STUDY: Deploying New Services for MVNOs
      • What are the next deployment capabilities being made possible through OSS/BSS?
      • Delivering new services for MVNOs that can compete in the digital marketplace
      • Anticipating the impact of disruptive technologies
    • 3:30 pm
      Afternoon refreshments
    • SUPPORTING NEW BUSINESS MODELS WITH OSS/BSS
    • 4:00 pm
      CASE STUDY: Achieving an End-to-End Digital OSS/BSS Chain
      • How to become and remain a B2B digital Telco champion (+900K€ revenue per FTE, +45 NPS)
      • Delivering a superior customer experience by implementing cutting-edge industry cloud software from Vlocity and Salesforce
      • Reinvent your BSS/OSS digital ecosystem in 3 steps
    • 4:25 pm
      LIVE DEMO: Business Transformation and End-to-End Digitalization
      • Leveraging Frameworx to digitalize processes, making them real time and automated
      • Managing transformation at global level with locally-focused execution
      • Establishing new best practices to deliver seamless transformation
    • 4:50 pm
      CASE STUDY: Creating a Roadmap for Business Model Transformation
      • Which new business models will be the next standard?
      • Futureproofing your business against disruption
      • Overcoming obstacles and challenges to business transformation

    AI and Data Analytics

    • GETTING STARTED WITH AI
    • 9:00 am
      FEATURED PRESENTATION: Building a Comprehensive AI Strategy
      • Deciding where to start with AI – knowing what you are looking for
      • What are the key components of a AI strategy?
      • Identifying the most appropriate AI technologies for your business and quantifying the investment required
      • Building a sustainable, business-relevant AI strategy – addressing the operational, organizational and technical challenges
    • 9:30 am
      FEATURED PRESENTATION: Creating Shared Digital Value at Qwant: Protecting Privacy while Remaining Profitable
      Eric Leandri,
      Co-Founder & Chief Executive Officer, Qwant
      • Outlining a transparent, ethical approach towards consumer personal data collecting and use
      • Implementing a successful advertising business model while respecting customer privacy without trackers, cookies or targeting
      • Providing the customer the ability to access, rectify, suppress or delete all personal information
    • 10:00 am
      Q&A SESSION WITH POLLING: Maintaining A Top-Notch Service with AI
      Brendan Gill,
      Chief Executive Officer, OpenSignal
      • Taking advantage of the data collected from and about customers, channels, services, support, network quality and operations
      • Mapping and build customer journeys faster to streamline processes and to make better, immediate use of the data collected from all the touchpoints
      • Discussing the infrastructure and the challenges and solutions when working with machine learning at scale
      • Incorporating AI into your general architecture for scalable and serverless machine learning
    • 10:45 am
      Morning Refreshments
    • AI IN ACTION: AGILE OPERATIONS
    • 11:15 am
      PANEL: AI Meets Agile: Getting More from Machines for Network Management and Optimization
      Akhil Kapoor,
      Chief Solutions Architect, Ericsson
      • Examining how organizations are investing in programmable network operating and augmented cognition systems
      • Aggressively integrating intelligent Machine Learning enabled components into the infrastructure and orchestration
      • Embedding AI technology into enterprise tools to create more valuable interactions with technology
      • Leveraging a mix of machine learning and predictive analytics to maximize operational efficiency
    • 12:00 pm
      TM FORUM INSIGHT: Imbedding AI and Robotics at The Core of Your Operations
      Harsha Kumar,
      President, Prodapt
      Dhruv Shah,
      Director & Head of RPA CoE, AT&T
      • Improve quality and reliability while preventing downtime and increasing productivity
      • Developing systems that can explain their judgement in terms that are easy to understand and adapt to more customized objectives
      • Allowing multiple types of learners interacting with each other to create robust systems that can understand abstract concepts
    • 12:50 pm
      Networking Lunch
    • AI IN ACTION: CUSTOMER CARE
    • 2:00 pm
      LIVE DEMO: Exploring Virtual Voice Assistance
      • Integrating voice assistant with other services to give you an important competitive differentiator
      • Understanding the role of successful partnerships as a way to compete in the OTT dominated landscape
      • Enabling your VVA to improve with age as it gets to know a particular customer and his or her personal preferences
    • 2:25 pm
      LIVE DEMO: Integrating AI Best Practices and Customer Experience Principles for Building Consumer-Facing Chatbots
      Chris Bauschka,
      RVP, Industry Go To Market, Salesforce
      Simon Giraudy,
      Director of Strategy, Application & Innovation, Customer Care, Bouygues Telecom
      • Understanding how changing customer expectations drive chatbots’ deployment
      • Levering chat bots to engage customers through their preferred communication channel
      • Comparing the benefits of using chatbots in customer service?
      • Setting the right tone/voice to ensure the success of your chatbots
    • 2:50 pm
      INNOVATION FLASH TALKS and Q&A: Developing Successful AI-Powered Conversational Interfaces
      Andrew Fruhling,
      VP Digital Experience & Monetization Portfolio (DX), Nokia
      Mark Smith,
      Chief Executive Officer, ContactEngine
      • Exploring how AI could dynamically shape applications’ responses to customers, based on the real-time understanding of their sentiment
      • Advancing from informational engagements to transactional engagements
      • Creating flexibility by incorporating machine learning-driven systems that determines what experience you want to put in front of a customer
      • Creating a seamless transition from bot to human assistance is when the situation becomes too complex for the chatbot to handle
    • 3:40 pm
      Afternoon Refreshments
    • AI IN ACTION: IOE & SECURITY
    • 4:00 pm
      LIVE DEMO: Bringing Computing & Data to the Telecom Edge: Service Acceleration for the Next-Generation of IOT & 5G Applications
      Shoma Chakravarty,
      Worldwide Technical Leader, Amazon Web Services, Amazon
      • Explores the potential for devices and machines to leverage the edge for local processing, enabling real-time decision-making
      • Discusses the value of MEC platforms for low-latency access, intelligent filtering to reduce the volume of data transmitted via back-haul networks, and high-bandwidth streaming
      • Reviews the impact of machine learning innovations and inference models incorporated into edge network infrastructure to provide new revenue-generating services and customer value
      • Reviews real-world use cases of edge applications, and the importance of eco-system development to support usage enabled by enhanced 4G, 5G and IOT services
    • 4:25 pm
      TM FORUM INSIGHT: Zero-Touch: Service Management and Optimization
      • Developing a fully automated and optimized field service management in line with the company’s business goals
      • Determining which tasks you want to automate and collecting and organizing the necessary data so you can measure what success looks like
      • Integrating systems to leverage large amounts of data to make the most accurate decisions
    • 4:50 pm
      Q&A SESSION WITH POLLING: Revolutionizing Cyberthreats and Fraud Combat with AI
      Tony Poulos,
      Strategist and Catalyst Evangelist, TM Forum
      • Delivering intelligent, dynamic protection against various threats across all channels to predicting and preventing attacks before they occur
      • Assessing and scoring each transaction and learning from previous activity to combat fraud, while delivering a positive consumer experience
      • Continuously generating new models that it can rapidly and significantly improve detection rates and accuracy of future predictions

    Serving the Digital Customer

    • DATA DRIVEN CUSTOMER INSIGHTS
    • 9:00 am
      FEATURED PRESENTATION: Avoiding “one-size-fits all”: Understanding Who Is Your Customer and What They Want
      • Personalizing loyalty actions by constructing customer knowledge databases using various sources and large volumes of information and technologies
      • Integrating data from different and often heterogeneous sources and formats into a customer journey-centric perspective
      • Embracing customer’s intent while constantly listening for actionable feedback
    • 9:30 am
      FEATURED PRESENTATION: From Back Office to The Front Lines: Does Your Company Have a Complete View of Your Customer?
      • Utilizing TM Forum best practices to create an omni-channel strategy that is holistic, spanning all departments, and encompassing both technology and culture
      • Reviewing every channel and how it engages with which customers and mapping all operations against it to find out what works with or without intervention
      • Shifting from a multi-channel approach to a multi-touchpoint approach where channels matter less than the actual customer journey
    • 10:00 am
      PANEL: Unlock the Value in Customer and Network Data: Harnessing Advanced Analytics and AI for Decision Support
      • Exploring how your customers use other services can lead to new B2B2C opportunities with optimized experiences
      • Incorporating TM Forum assets to support your BI framework to slice and dice operational data for maximum effect
      • Developing a data first strategy and integrating technology innovation using ML and AI to broaden your user base and open new sources of revenue
    • 10:45 am
      Morning Refreshments
    • MAPPING YOUR CUSTOMER’S JOURNEY
    • 11:15 am
      FEATURED PRESENTATION: Maintaining Accurate Customer Profiles throughout the Customer Journey
      • Using real-time data and embedded analytics to react and interact with customers as the journey unfolds
      • Utilizing TM Forum use cases for Implementing a journey-centric support system where data is translated in actionable metrics and KPIs
      • Establishing a data selection process that is steered by the business goals and the customer journey
    • 11:45 am
      INTERACTIVE ROUNDTABLE: Creating A Successful Customer Experience Strategy and Roadmap
      Inge Brandt,
      Head of Customer Journey, ContactEngine
      Laura van Beers,
      Head of Artificial Intelligence and Machine Learning, ContactEngine

      This immersive and engaging learning experience brings delegates and presenters together in interactive group exercises and guided dialogue to identifying mission critical areas that companies must address to optimizing the customer journey, consistently grow their customer bases and revenue streams all while ensuring that their customers always come first. Take part in this unique opportunity to contribute to the discussion and take away real-world strategies with peers and industry experts including:

      • Mapping and building customer journeys faster using TM Forum assets to streamline processes and to make better, immediate use of the data collected from all the touchpoints
      • Understanding which capabilities enable a desired customer journey and make it easier to prioritize and plan deployment of those capabilities
      • Evaluating of the impact of digitalization on the use and customer satisfaction for each customer journey
    • 12:45 pm
      Networking Lunch
    • CONNECTING CHANNELS FOR SUPERIOR SERVICE
    • 2:00 pm
      CASE STUDY: Real-Time Capabilities to Build Relationships & Retain Customers
      Chris Coleman,
      Head of Multi-Channel Sales, Virgin Media
      John Carney,
      SVP Communications & Media, Salesforce
      • Providing visibility into the availability of services and devices before preparing offers and delivers real-time activation
      • Providing your agents with a complete view of the customer and an intelligent guided processes aligned to TM Forum standards
      • Delivering real-time reports to the customer on the problem’s cause, status and resolution
      • Understanding how every action and transaction that occurs during each episode along the customer journey determines whether a customer will subscribe and stay, or churn
    • 2:30 pm
      CASE STUDY: ‘No Customer Left Behind’: Building a Smart Back-Office for All-Inclusive Care
      • Creating innovative ways to improve customer experience while eliminate pressing OPEX issues such as using human agents to handle processes which cross multiple different systems, environments and channels
      • Identify and reinventing key processes such as device management and discount applications to achieve dramatic results in savings, revenues and churn in just a short period of time
    • 3:00 pm
      CASE STUDY: From Online Self-Care to F2F Interactions: Enabling Consistent and Seamless Experience
      • Enabling E2E digitization of customer service processes allows customers to report problems through any channel and resolve them during the first interaction
      • Aligning your omni-channel strategy with the overall strategic business imperatives to meet the needs of diverse channels of use and deliver exceptional customer experience
      • Empowering customers to explore service options, place orders, renew, and have everything fulfilled instantaneously, using any device or channel
    • 3:30 pm
      Afternoon Refreshments
    • ENHANCING CUSTOMER TRUST & PERCEPTION
    • 4:00 pm
      LIVE DEMO: Getting Good ‘Manners’: An Outside-In View of how Customers want to Interact with your Brand
      José Luis Bernal,
      Digital Business Director, MAPFRE
      Sylvia Díaz-Montenegro,
      Chief Executive Officer, Balandra Software
      • Combining omnichannel and customer journey strategies with each consistently informing the other to improve effectiveness and impact
      • Changing the pace of your communications with the customer, pausing some of them, cancelling or modifying others to reach a proficient level of customer context sensitivity
      • Enabling organization-wide consistency and non-linear process management from multiple sources via any channel
    • 4:25 pm
      CASE STUDY: Creating Consumer Confidence in an Connected World: Delivering Trusted Experiences Across all Channels
      • Addressing consumers concerns about their safety across all digital, mobile and non-digital communication channels
      • Bridging offline customer interactions, such as phone conversations, with digital communication methods for a trusted customer journey
      • Enhancing outreach with relevant and contextual information to help encourage responses and leave a positive brand impression
    • 4:50 pm
      PANEL: Providing a “Safe Space” to Encourage and Migrate Your Customers to Use Digital Channels
      Andrea Reichstein,
      Head of Research, Galileo Software
      Keith Casey,
      VP, Technical Assistance Center, GCI Communication Corp.
      • Identifying which channels your customers prefer and mimicking characterizes in the channels you are trying to promote
      • Understanding what the main customer concerns are and are they rational/accurate
      • Using social media influence to shift the balance and perception of your customers and persuaded their behavior

Day 4

May 17, 2018

  • 9:00 am
    Catalyst Action Day
  • Catalyst Action Day

    Catalyst Action Day

    Catalyst Action Day

    • Catalyst Action Day
    • 9:30 am
      Current Catalysts: Nice Phase Wrap up Retrospective and Wrap up (workshop style session)
    • 11:00 am
      Current Catalyst Projects: Contributions and next steps
    • 1:30 pm
      Current Catalysts: Meetings with Collaboration Subcommittee members and interested newcomers