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Day 1

May 15, 2017

  • 9:00 am
  • OSS/BSS of the Future Live!

    Chair: Gordana Koops, TM Forum APAC
    Chair: Gordana Koops, TM Forum APAC
    Chair: Dave Milham, Chief Architect, TM Forum
    Chair: Dave Milham, Chief Architect, TM Forum

    NFV and SDN LIVE!

    The Journey to NFV and SDN
    Chair: Barry Graham,Director, Product Management TM Forum
    Orchestrating NFV & SDN

    Smart City Live! Focus Day

    Chair: Carl Piva, VP, Strategic Programs,TM Forum

    Workshop: The Era of Me - Customer Centricity in the All-Digital World

    Executive Summit: Fueling Growth: Delivering on the Digital Promise

    *Invitation Only or for Platinum Pass attendees

    TM Forum Theatre

    OSS/BSS of the Future Live!

      Chair: Gordana Koops, TM Forum APAC
    • 9:00 am
      PANEL: Defining, Designing and Driving OSS/BSS for the Digital Future
      Jenny S. Huang,
      Lead of OSS/BSS Strategy Group, Standards and Industry Alliances, AT&T
      Shahar Steiff,
      AVP, PCCW Global
      Florent Lacroute,
      Lead API architect of OSS, Orange
      Charles Gibbons,
      Chief Domain Architect – Service Management & Mobile OSS, BT Technolgy Services & Operations
      Kayo Ito,
      Global Operations Planning, NTT Communications
      • How is the IT Stack and enterprise architecture changing in view of digital service requirements?
      • Moving towards next-generation OSS for a virtualized and hybrid network
      • Considering OSS/BSS investment needs and the monetization lifecycle
      • The role of open source solutions on future OSS/BSS, results so far, and what is expected?
      • Introducing APIs in a legacy environment and ensuring equality of treatment in a regulated environment
    • 9:45 am
      INTRODUCTORY PRESENTATION & PANEL: Future OSS Vision to Support Digital Operations Transformation
      Thierry Souche,
      CIO, Orange Group
      • Orange digital transformation strategy plan
      • Orange - Huawei in TMForum
      • Future OSS - Goals & Approach
      • Future OSS white paper key results





    • 10:00 am
      PANEL: Future OSS Vision to Support Digital Operations Transformation
      JH Tang,
      Marketing Director of Digital Transformation, Huawei
      Nik Willetts,
      Deputy CEO, TM Forum
      Thierry Souche,
      CIO, Orange Group
      Roberto Kung,
      SVP Quality Operations, Orange
      Joy Zhou,
      VP of Consulting & IT Integration Services, Global Technical Service, Huawei
      Chris Donley,
      Technical Steering Committee Member, ONAP

      Moderator: JH Tang, Huawei

      • What are the key challenges to build Future OSS for better agility?
      • How do Solution Providers, Open Source Community and Standard Body help Telcos to acquire better agility with Future OSS?
      • What are the Quick Win use cases in agility for Future OSS in your mind?
      • How can Telco accelerate the Future OSS transformation?
    • 10:20 am
      CASE STUDY: OSS Core Beliefs for the Future
      Markus Beckmann,
      Vice President OSS Fulfil, Deutsche Telekom IT
      • What does future evolution of networks look like?
      • Considering the resulting impacts and requirements of OSS
      • Our core beliefs at Deutsche Telekom’s and what we are working towards
    • 10:45 am
      Morning Refreshments
      Chair: Gordana Koops, TM Forum APAC
    • 11:15 am
      CASE STUDY: Agile OSS/BSS for Digitalized Product & Service Delivery
      Catherine Michel,
      Chief Technology Officer, Sigma Systems
      Joseph Johnson,
      VP - Enterprise Architecture & Transformation, Windstream
      • How Windstream developed, governed and executed a major transformation program in parallel with a major acquisition/merger and SDN deployment
      • Why the transformation strategy was based upon 3 main tenants: Product Catalog, CPQ & OM
      • How lead to service was reduced from months to minutes
      • How Windstream transformed to an agile delivery organization to consistently deliver business value during a wholesale transformation and merger
    • 11:40 am
      CASE STUDY: Transforming OSS & BSS to Transition to a Full Digital Service Provider
      Ida La Spisa,
      Head of Digital Business Systems, Ericsson
      Katarina Sekeljic,
      Head of IT & Business Transformation, Telekom Austria,
      • Why become a Digital Service Provider
      • What are the opportunities and challenges
      • Why are certain telco’s pursuing the digital transformation journey more aggressively than others
      • Telekom Austria Group as case study
      • Supporting Telco’s in becoming Digital Service Providers
    • 12:05 pm
      CASE STUDY: Enabling Faster Service Time-to-Value with Cloud BSS
      Wim Haverhals,
      Senior Director Worldwide Industry Solutions, Apttus
      Nils Lehner,
      Head of Strategic Fibre, TDC
      • 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?
      • Addressing challenges and best practices in cloud deployment and integration
      • The power of intelligent usage-based recommendations
    • 12:25 pm
      CASE STUDY: BSS Transformation to Enable the DevOps Centre of the Future
      Vjekoslav Aleksic,
      Project Director, System Integration, Hrvatski Telekom
      Igor Musa,
      Project Director, Order Management, Hrvatski Telekom
      • Gaining flexibility to adjust to changing customer needs by implementing DevOps
      • Case study of Hrvatski Telekom’s BSS transformation covering CRM, billing and order management
      • How to successfully engage both IT and Business departments with a common goal and outcome
      • Using TM Forum guidelines to simplify and automate processes and product portfolio management
    • 12:45 pm
      Networking Lunch
      Chair: Dave Milham, Chief Architect, TM Forum
    • 2:00 pm
      EXPERT INSIGHT: No Green Fields – Building Agility into the Existing OSS
      Stefan Brock,
      Head of Production Architecture, Swisscom
      • Convincing the C-level of the value of adopting agile methods internally
      • Focusing on "quick" value and building our own network IT infrastructure in an agile way
      • Being able to follow the innovation and to obtain a maximum range of possibilities and flexibility within the OSS
      • Results achieved so far at Swisscom and what we plan on next
    • 2:20 pm
      EXPERT INSIGHT: Next Generation OSS – Toward 5G
      Youngkung Kim,
      Director, SK Telecom
      • The evolutionary direction and SKT’s vision of next-generation telecoms networks including 5G
      • How to achieve enhanced operational network efficiency and intelligence
      • Introduce to SKT’s OSS strategy and architectural concept for enhanced network operation
      • The OSS journey for transformation of digital service provider
    • 2:45 pm
      CASE STUDY: Network Operations Evolution vs. Revolution to Enable 5G/IoE
      Sami Pohjonen,
      Head of Product Line Management Unit, Nokia
      Dr. Jarno Niemelä,
      Technical Lead (Elisa SON), Elisa Finland
      • OSS and IoE – what are the new requirements?
      • Strategic choices CSPs need to make and how vendors need to support them
      • Delivering network management to effectively deliver on the promises of IoE
      • How to realize an end-to-end managed, secured and operational 5G environment
    • 3:10 pm
      CASE STUDY: HKT’s Digital Transformation Journey
      Peter Lam,
      Managing Director, Engineering, HKT
      • Drivers of digital transformation for Telco
      • HKT’s digital transformation process
      • ApplyingOpen Digital Maturity Model and Design Thinking for digital transformation
      • HKT's Digital Transformation Project

      - Challenges

      - Project expectation

      - Road Map & Timeline

      - Way forward & Lessons Learnt

    • 3:30 pm
      Afternoon Refreshments
      Chair: Dave Milham, Chief Architect, TM Forum
    • 4:00 pm
      CASE STUDY: Next Generation OSS-Oriented Converged Networks (SDN/NFV+PNF)
      Michael Chen,
      CTO, BOCO Inter-Telecom
      Wang Ye,
      Senior Engineer, Deputy Director of NOC, China Mobile
      • ICT convergence and the challenges for traditional telecom operators
      • Reducing CAPX and OPEX spending at the same time - how to meet growing and changing business requirements?
      • Facing the challenge of converged network (SDN/NFV+PNF) and how to establish a win-win digital economic ecosystem environment
      • Considering the main characteristics of converged networks and their effects on network operations & maintenance
      • Next generation network management system features: Cloud architecture, Open network management abilities & Agile DevOps.
    • 4:20 pm
      EXPERT INSIGHT: Future Cognitive Security for OSS/BSS
      Ian Oliver,
      Senior Security Researcher, Nokia Bell Labs,
      Research Fellow, University of Brighton
      • What sort of security measures do future operations require?
      • How can you effectively secure the network you’ve worked so hard to transform to deal with the digital world?
      • Analysing the real level of risk and the breadth of damage a breach could cause
      • Hypothetical and real-life situations, and the solutions that could prevent them
    • 4:40 pm
      EXPERT INSIGHT AND CASE STUDY: The Path to Agile Operations
      Adan Pope,
      Chief of Industry Architecture - Office of the CTO, Ciena
      Regis Hamard,
      SDN Delivery Team manager – OBS IT, Orange Business Services
      • A quick overview of today's OSS/BSS environment
      • Defining a roadmap strategy for transformation towards agile operations that meet the needs of the Digital Service Provider
      • Improving automation and platform integration through orchestration and agile IT practices, tool and architecture
      • Case study from Orange Business Services: transforming OSS/BSS to achieve greater agility and cost effectiveness
    • 5:05 pm
      CASE STUDY: Improving Business Agility of a Multi-Play Service Provider Through Digital BSS/OSS Transformation
      Leon Šagovac,
      President of the Board, GDi Croatia
      Roni Babikian,
      OSS Manager, Telekom Austria Group
      • The situation: Former “mobile only” provider rapidly moving into the wireline business
      • Growth through development of own network, acquisitions of cable & fibre providers and wholesale rental
      • 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
    • 5:30 pm
      End of Conference

    NFV and SDN LIVE!

    • The Journey to NFV and SDN
      Chair: Barry Graham,Director, Product Management TM Forum
    • 9:00 am
      Track Sponsor Welcome
      Domenico Convertino,
      WW CMS OSS Domain Lead, Hewlett Packard Enterprise
    • 9:05 am
      EXPERT INSIGHT: The Journey to NFV and SDN
      Aurelio Nocerino,
      Managing Director and Global Offering Lead, Accenture Network
      • Understanding the need to develop two sided business model powered by software defined to co-create services with vertical industries
      • Why multi-vendor ecosystem critical to success
      • Seeing the lack of alignment on standards as a great opportunity to influence their development
      • Exploring the different levels of orchestration that are required, from network element and domain to infrastructure and service
      • Why API driven plug and play platforms are critical to accelerate time to market and reduce TCO
      • Developing 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
      • SDN/NFV as the key enabler to create a software platform that can be consumed by future IOT services/cloud offering
    • 9:25 am
      EXPERT INSIGHT: 5G Networks: The Time is Now
      Eric Levander,
      General Manager, Communication Infrastructure Global Sales, Intel
    • 9:45 am
      CASE STUDY: Serving the B2B Market Better with Virtualization and a New Service Model
      Ibrahim Gedeon,
      Chief Technology Officer, Telus
      Sanjay Mewada,
      Chief Strategy Officer, Netcracker Technology
      • How Telus is changing the service model with software and automation
      • Transforming partnerships to enable new revenue and service innovation
      • Taking the next steps to operationalize new services such as SD WAN at scale
    • 10:05 am
      CASE STUDY: NFV and SDN Progress Report – Orange Polska’s Transformation towards a Software Driven Company
      Konrad Gawda,
      Advanced Services Expert, Orange Polska
      Rafał Dziedzic,
      Director of Technological Transformation Strategy, Orange Polska
      Sebastian Nowosielski,
      Virtualization Transformation Strategy Agency, Orange Polska
      • Providing an update on Orange Polska’s NFV/SDN program – explaining the reasons behind the program, current state of work and key learning to date
      • Examining the cooperation with AT&T in terms of Orange Group - especially ECOMP
      • Initiatives and projects - current state of work – service, technology and operational model transformation
      • Outlining the goals for the future
      • Takeaways
    • 10:25 am
      EXPERT INSIGHT: OSS for Digital Services – from Evolution to Revolution
      Domenico Convertino,
      WW CMS OSS Domain Lead, Hewlett Packard Enterprise
    • 10:45 am
      Morning Refreshments
    • Orchestrating NFV & SDN
    • 11:15 am
      Rebuilding OSS for Hybrid Networks
      Mounir Merhi,
      Segment Head, OSS, Tata Consultancy Services
      • Understanding why closed loop lifecycle service orchestration and open APIs are critical components of a successful OSS re-architecture outcome
      • New service models are being developed to normalize and bridge physical and virtual network resources. The support for services enabled by logical and virtual resources must be independent of the underlying complexity of hybrid networks
      • Examining the most critical capability of the OSS that will manage hybrid networks
      • A secure software based network abstraction fusion layer, equipped with accurate and real-time automatic network discovery is
      • Leveraging OSS to bridge the gap between SDN/NFV and legacy networks and ensuring maximum leverage of CSP expended capital for existing networks
    • 11:35 am
      CASE STUDY: Going beyond Basic NFV Orchestration and Looking at Orchestration Holistically across the Service Layer
      Todd Spraggins,
      Senior Product Manager - Director of Technology, Oracle
    • 11:55 am
      CASE STUDY: Using Future OSS Orchestration to Enhance Operations and Service Agility
      Roberto Kung,
      SVP Quality Operations, Orange
      Pierre Muller,
      Vice President OSS & Operation Processes, Orange
      Tom Archer,
      Senior Solution Architect & Technical Director of Future OSS Program, Huawei
      • Orange Essentials 2020 and the strategy of operations transformation
      • The changes in operations when softwareization - centralization, speed up time to launch new service/application through DevOps, Hybrid operations across legacy and NFV/SDN
      • Orange OSS Transformation to enhance operations and service agility
    • 12:25 pm
      EXPERT INSIGHT: Developing a Blueprint for Zero Touch, End-To-End Service Orchestration across Hybrid and Multiple Networks
      Mounir Ladki,
      President and CTO, MYCOM OSI
      • Identifying the key requirements for effectively orchestrating services end-to-end across multiple providers on a hybrid of physical and virtualized infrastructure
      • What common information and data models, standards and APIs are needed to make end-to-end management happen?
      • How can the current end-to-end management architecture be extended?
      • Ensuring that a security fabric is built in end-to-end
    • 12:45 pm
      Networking Lunch
    • 2:00 pm
      CASE STUDY: Achieving Hybrid Network Orchestration with Open APIs
      Wim Gerrits,
      CEO & Founder, NetYCE
      Jan Versloot,
      Team Lead - Data Centre Networks, Rabobank
      • Closed loop, hybrid network orchestration & automation - best practice experiences from Rabobank
      • Rabobank's benefits of adopting a unified change management approach with network abstraction and data driven configuration automation for all their multi-vendor and multi-domain networks
      • How to achieve the benefits of standardizing all network change processes and processes
      • New use cases for global rollout due to merger of Rabobank NL with Rabobank International
      • New use cases to integrate NFV-, Firewall-, and Cloud automation within existing solution
    • 2:20 pm
      CASE STUDY: Improving Time to Market and Reducing New Service Deployment Complexity by Implementing an OSS Orchestration Layer
      Dr. Claudio Righetti,
      Chief Scientist, Cablevision Argentina
      Patricio Latini,
      SVP, Broadband Communications, Intraway
    • 2:40 pm
      CATALYST: Key Enablers for a Hybrid Infrastructure Platform
      Stephen Fratini,
      System Engineer Technology Standardization, Ericsson
      Milind Bhagwat,
      Enterprise Architect, BT,
      • Providing an overview of the TM Forum platform concept and associated benefits
      • Examining the enablers for a hybrid network management platform based on standardization work being done by the TM Forum ZOOM project
      • Highlighting related TM Forum catalyst projects
      • Discussing the relationship with various open source projects in the area of virtualization
    • 3:10 pm
      CASE STUDY: Orchestrated Service Assurance – an Enabler to Exploit the Magic of Network Virtualization
      Milind Bhagwat,
      Enterprise Architect, BT,
      Vikas Arora,
      CTO, EXFO
      • Understanding the key challenges in rolling out services faster and ensuring customer experience
      • Determining the impact of network slicing and service chaining on service assurance
      • Developing a framework for automated/ policy-enabled service assurance
    • 3:30 pm
      Afternoon Refreshments
    • 4:00 pm
      CASE STUDY: Service Assurance in the Era of Virtualization
      Sébastien Grognuz,
      Cloud Architect, Swisscom
      Dr. Vikram Saksena,
      Chief Solutions Architect - Office of the CTO, NetScout
      • Service assurance challenges with virtualization
      • Virtualized network function visibility
      • Proactive monitoring and troubleshooting for complex hybrid networks
    • 4:20 pm
      EXPERT INSIGHT: Automated Assurance for Cloud Services
      Patrick Kelly,
      Founder and Principal Analyst, Appledore Research Group
      • Understanding how the economics of virtualization expands the production possibility frontier (PPF)
      • Achieving the more efficient utilization of scarce resources, including both capital and labor, to expand the PPF
      • 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:
        • collecting a diverse set of multi-domain data to avoid blind spots
        • processing data in real time because workloads and resources will move, add, reconfigure in seconds
        • applying advanced analytics based on patterns, active inventory, and life topology graphs
    • 4:40 pm
      CASE STUDY: Predictive and Proactive Assurance with Closed Loop Dynamic Automation Leveraging Machine Learning and Artificial Intelligence
      Gnanapriya Chidambaranathan,
      AVP, Principal Architect, Infosys
      Guy Lupo,
      General Manager – Head of Orchestration & Data 2020, Telstra Operations
    • 5:00 pm
      CASE STUDY: NextGen Service Assurance Enablement
      Sankaran “Ram” Ramanathan,
      Executive Director of Wireless Network Support Systems, Verizon
      • Addressing the complexity of designing E2E service solution enablement
      • Tackling the coexistence of physical and virtual network functions and manage performance through micro-services.
      • Deploying strategic service assurance through APIs, data analytics and intelligent remediation

    Smart City Live! Focus Day

    • Chair: Carl Piva, VP, Strategic Programs,TM Forum
    • 9:00 am
      Carl Piva,
      VP Strategic Programs, TM Forum
    • 9:05 am
      CASE STUDY: Building Consortia to Foster a Government, University and Business Collaboration Approach to Developing Smart Cities
      Geoff Snelson,
      Director of Strategy, Corporate Core, Milton Keynes Council
      • Which stakeholders need to come together in a legal framework to create a Special Purpose Vehicle?
      • Examining the business model of the SPV
      • What’s easy and what is not when working in the SPV model?
    • 9:25 am
      CASE STUDY: Adopting a Business Led Approach to Elements of the Smart City
      Paul Copping,
      Chief Innovation Officer, Digital Greenwich
      • Identifying the use cases and components in the city that can be used to drive the evolution of the smart city
      • Linking distinct components together to build a replicable multi-city business model
      • Scaling up local successes to full economic return on investment
      • Maintaining security, standards and governance in a multi-city cloud based services model
    • 9:45 am
      EXPERT INSIGHT: Charting the Progress of Smart City Development in China
      Professor Wen Xueguo,
      Head, Shanghai Academy
    • 10:05 am
      CASE STUDY: The Smart City and Operators – How Operators are Enabling Smart Cities
      Carlos Domingo,
      Chief Digital Transformation & Innovation Officer, du
    • 10:25 am
      EXPERT INSIGHT: Smart City Development in the US and the Role of Operators
      Mike Zeto,
      General Manager of Smarter Cities, AT&T Inc.
      • Examining the progress the US is making in building smarter cities
      • Outlining why the US is behind in the global smart cities race and what we need to do to take U.S. smart city adoption to the next level
      • Understanding the value of having a framework in place to help cities develop and implement a holistic smart cities strategy
      • Exploring ways in which cities can monetize smart city technologies
      • The importance of collaboration, particularly between the public and private sector
      • Discussing how secure multi-platform connectivity is the foundation of a smart city and why telecom providers play an important role in the creation of a smart city
    • 10:45 am
      Morning Refreshments
    • 11:15 am
      CASE STUDY: Enabling the Connected Smart City Ecosystem
      Bala Mahendran,
      Chief Executive, Basildon Borough Council
    • 11:35 am
      CASE STUDY: Stadslab2050 – Citylab2050
      Iris Gommers,
      Program Leader Sustainable City, City of Antwerp
      • Understanding how to accellerate becoming a sustainable city by involving stakeholders from the quadruple helix and experimenting together - our baseline is: ‘we experiment the future’
      • Creating a broad network of sustainability pioneers, we call city laborants/stadslaboranten
      • Generating ideas and started experiments regarding topics such as: greening the city, energy for our companies, sustainable fashion, the sharing economy, food, climate-adaptation, the sustainable entrepreneur
      • Outlining how this works and what the impact has been so far
    • 11:55 am
      CASE STUDY: Creating a Market for Smart City Solutions – the GrowSmarter Project
      Gustaf Landahl,
      Head of Department, City of Stockholm,
      • Working with industry to help get the market growing
      • Reducing GHG emission by 60%
      • Improving the quality of life for our citizens
    • 12:15 pm
      CASE STUDY: Digital Services for Smart Citizens – a Platform Approach
      Christian Maître,
      CIO Deputy, IT Modernization, Orange Group
      Andreas Polz,
      CTO Infonova R6, BearingPoint
      • Providing digital services in sustainable buildings, cities and in multi-country markets
      • From design and onboarding of services through delivery and monetization
      • Examining the evolving standards for platforms and ecosystems - TM Forum, Fiware and beyond
      • Developing cooperation and coopetition between digital platforms and ecosystems
    • 12:45 pm
      Networking Lunch
    • 2:00 pm
      CASE STUDY: Solutions for „One-stop Mobility“ in Vienna
      Angelika Winkler,
      Deputy Head for Urban Planning and Transport Planning, City of Vienna
      • Easy handling at a glance of all information about mobility, like PT, car sharing, bike sharing, parking and so on
      • A mobile app is the user interface of the city-owned mobility platform in Vienna
      • More tailor-made applications in connection with mobility and housing
      • Social and technical innovations for viable city districts
    • 2:20 pm
      TM FORUM INSIGHT: City as a Platform and the Data Economy
      Carl Piva,
      VP Strategic Programs, TM Forum
      Pierre Gauthier,
      Chief API Architect, TM Forum
      • Examining business models, value use cases and technical architectures of emerging city platforms
      • Highlighting the challenges of creating and unleashing local data economies
      • Articulating assets that cities can adopt today to make this a reality
    • 2:30 pm
      EXPERT INSIGHT: The New Science of a City
      Francesc Giralt,
      Director of Society Affairs, City Protocol
      • Describing the building blocks of the city
      • The ontology and taxonomy of the city
      • Input to de-facto standards and scaling up city-to-city collaboration


    • 2:45 pm
      EXPERT INSIGHT: Understanding the Value of Open Source City Contextual APIs to Build a Smart City Platform
      Juanjo Hierro,
      CTO, FIWARE Foundation
      • Context-aware internet of things in the city
      • Value of the combined TM Forum Open API and FIWARE API story
      • Live city examples of the above


    • 3:00 pm
      EXPERT INSIGHT: Exposing IoT Assets over the Web
      David Cuckow,
      Global Head of Engagement, Hypercat Alliance
      • Automatic resource discovery for the Internet of Things
      • Using Hypercat, FIWARE and TM Forum open APIs together
      • Determining what is missing to connect the city to the internet of things in a secure way


    • 3:10 pm
      CASE STUDY: City Data Infrastructure Strategy to Foster an Innovation-Based Economic Development
      Alain Chateau,
      Director Center of Excellence, METROPOLE NICE COTE D'AZUR
      • Innovation as an answer to territorial development by increasing the efficiency of the city operations (do better with less), by improving the quality of services for citizens, and by stimulating the local economic fabric
      • Collecting, aggregating, processing and distributing data sourced from the territory activity to fuel the experimentation of new applications and services based on the Open Lab concept
      • Developing a Smart City co working platform for data sharing to drive the creation of local ecosystems through partnership pilot projects involving local authority, local firms, academic research and citizens
      • Mastering the deployment of the whole city digital infrastructure - insights into the current evolution from a multiservice data warehouse to a true internet of things data hub and a city services marketplace
        • city-owned IOT and fiber-optic networks
        • open platform architecture (evolutionary, modularity, interoperability, replication)
        • open source components and standard APIs (fi-ware WSO2, ...)
        • data lake and analytics support
        • development and test environment (PaaS, sandbox, market place)
      • Smart city data infrastructure current challenges - data volume, quality, security, privacy, monetization, public-private convergence
    • 3:30 pm
      Afternoon Refreshments
    • 4:00 pm
      CASE STUDY: Meaningful Inefficiencies – Using Technology for Inclusive, Citizen-Led Innovation in the Smart City
      Stephen Walter,
      Program Director, Mayor's Office of New Urban Mechanics, City of Boston
      • Designing urban technologies not just to increase the efficiency of city services, but to create a platform for deliberation, learning, and action for all citizens
      • Leveraging "meaningful inefficiencies" as a design prompt for deploying new citizen-focused technologies that take into account democratic values beyond mere efficiency
      • Highlighting examples that have come out of our office in Boston (in partnership with local universities such as Harvard and MIT, startups such as Bitsence, and research / design studios such as the Engagement Lab):
        • Virtual Design: Community PlanIt, a game-based engagement platform for urban planning deliberation, and BOS:311 (previously called Citizens Connect), the first major city-designed reporting app
        • Physical Design: Public Space Invitational - an urban design competition to make city streets more useable, equitable, and delightful
        • Augmented Space: Local Sense Lab - an open, citizen-led hyperlocal IoT testbed for embedding sensors to better understand the urban fabric. This led to the recent publication of our Smart City Playbook


    • 4:20 pm
      CASE STUDY: Incorporating Smart Cities Initiatives to Improve Resilience
      Kevin Burns,
      CIO, City of Miami
      • Smart technologies role in acceleration of the livability, workability, sustainability and resilience of the City environment
      • Deploying hardware, software, and open data platforms in an effort to increase personal interaction and residents’ involvement
      • Employing technology to expand on the success of the City’s current neighborhood based planning process to promote smart land uses
      • Integrating smart cities practices into processes to foster sustainability
      • Using technology and data to prepare Miami for the adverse effects of sea level rise, continued flood mitigation, home rehabilitation and home buying assistance programs for low-income residents
    • 4:40 pm
      CASE STUDY: Examining the City of Tampere’s Regional ICT Infrastructure Renewal Program
      Jarkko Oksala,
      CIO, City of Tampere
      • Outlining the largest ICT tendering program done by Finnish municipalities
      • Working together with nine different municipalities in the Tampere region to create a harmonized ICT infrastructure platform
      • Quantifying the cost savings achieved through joint procurement
      • Creating a solid foundation for digital transformation of the municipalities
    • 5:00 pm
      PANEL: The Smart City of the Future
      Mike Zeto,
      General Manager of Smarter Cities, AT&T Inc.
      Angelika Winkler,
      Deputy Head for Urban Planning and Transport Planning, City of Vienna
      Iris Gommers,
      Program Leader Sustainable City, City of Antwerp
      • How are you seeing the smart city movement changing and morphing over the coming years?
      • What are your views of the ecosystem of ecosystem discussion we have had here over the last couple of days?
      • What are the key issues that you feel need to be addressed?
      • Will city platforms emerge, and will cities start to learn how to work with one another?
      • How should industry and cities work together?
    • 5:30 pm
      End of Conference

    Workshop: The Era of Me - Customer Centricity in the All-Digital World

    • 2:00 pm
      The Era of Me: Customer Centricity in the All-Digital World

      2:00 PM
      Welcome & Introductions

       KEYNOTE: Getting into the Mindset of your Customer: A Proactive Approach to Engagement

      In an age where customer experience has overtaken product and price as the true differentiator for a brand, delivering a rich, yet simple to navigate customer journey for your products and services is a must.  Industries continue to face digital and technology disruption where everything and everyone is connected and service providers must continue to innovate in areas such as AI, virtual personal assistants and predicative analytics to serve their 360° journeys in order to meet ever-growing demands from their customers.

      EXERCISE 1: Maximising Lead Conversion Rates with a 1:1 Omnichannel Approach to Prospect Management

      During this interactive presentation, participants will share their highest priority customer experience initiatives for 1:1 engagement for facilitating the lead process across multiple channels including telesales, retail, digital and in-person.  Best practices for optimizing the customer shopping jorney will be discussed through interactive, guided dialogs and exercises in small groups to identify and prioritize critical success factors for creating a seamless customer experience. Participants will have a unique opportunity to contribute to the discussion and take away real-world strategies from their peers and industry experts.


      EXERCISE 2: Reimagining the Customer Journey Channel by Channel

      While many service providers today aspire to create an omnichannel customer experience, the vast majority still struggles with siloed organizations and systems for each of their customer interaction channels (call center, field service, retail, online/digital, etc.), with different goals and business challenges in each one. Given the intense over-the-top competition, service providers that want to truly improve customer loyalty, reduce churn and cord-cutting must take a deeper, “outside in” look at the customer journey in each of these channels. Participants in this interactive session will analyze the customer-facing processes in some of the most challenging channels, identify elements that create operational inefficiencies, sub-optimal business performance and/or customer frustration, and work together to find innovative optimization ideas that they will share with the rest of the audience.

      Wrap-up and Closing Remarks

      5:30 PM

    Executive Summit: Fueling Growth: Delivering on the Digital Promise

    *Invitation Only or for Platinum Pass attendees
    • 11:00 am
      Delivering on the Digital Promise: Delivering Transformation across your Business
      Nik Willetts,
      Deputy CEO, TM Forum
      Mark Newman,
      Chief Analyst, TM Forum
    • 11:15 am
      Sponsor Welcome
      Shannon Bell,
      Vice President, Head of Product Management, Strategy and Go To Market, Amdocs Digital, Intelligence, and BSS
    • 11:25 am
      Keynote Presentation: Unlocking the Promise of the Digital Economy
      Sven Heistermann,
      Director Telecoms, EMEA Strategic Relationships, Google
    • 12:00 pm
      Interactive Discussion: From CSP to Digital Service Providers & Enablers
      Nik Willetts,
      Deputy CEO, TM Forum
      Mark Newman,
      Chief Analyst, TM Forum

      In this session we will explore what the future of a CSP looks like, what new services they can offer as well as looking at where the biggest opportunities lie.

    • 1:15 pm
      Introductory Presentation followed by Roundtable Discussion: Building a Comprehensive Digital Transformation Strategy
      Angel Vaccaro,
      Digital Business & Strategy Leader, Deloitte Digital
      Tim Greulich,
      Digital Maturity and Insights Leader, Deloitte Digital

      A well thought-out digital transformation strategy is the bedrock for surviving in today’s digital economy and companies that manage to create a solid strategic framework for their digital transformation will be the fierce competitors of tomorrow.

      Although the transformation journey will vary widely from one company to the next, depending on the specific business needs and focus, companies that are successfully addressing the complexities of digital transformation displays similarities in their strategic approaches.

      This discussion will center around the common factors that every digital transformation strategy should comprise - from assessing your company’s digital maturity of your company and having a clear vision and understanding of your business’ future needs in terms of technology and business model transformation to understanding where to focus your effort and instilling a culture of innovation to drive the necessary changes.  This session will include an opportunity for you to place your bets on where you are going to spend your digital transformation money.  Note: 13:30-14:00 will be for the betting exercise.

    • 2:00 pm
      Interactive Presentation: Leveraging Digital Technology and to Enable New Business Models and Drive Revenue Growth
      Stephen Reidy,
      CIO, THREE Ireland

      Technology is a key factor in speeding up digital transformation. However, for technology to deliver on the digital promise, it must be open and dynamically manageable, standards-based, scalable in capability and architecture, accessible, interoperable and data-intelligent.

    • 2:15 pm
      Interactive Presentation followed by Q&A: Digital Operations Transformation
      Phil Jordan,
      Group CIO, Telefonica

      If businesses want to keep pace with the rapid change in today’s digital economy, current operating models will need a major overhaul as most of them are ill equipped to provide the agility, speed and flexibility required by a digital business.

    • 2:30 pm
      Interactive Q&A

      This is your opportunity to engage with the speakers and your fellow attendees about the technical and operational aspects of digital transformation.

    • 3:00 pm
      Vertical Perspective Presentation: Putting your Customer First
      Olaf Tidelski,
      Chief Customer Officer, Allianz Germany

      In today’s digital world, the customer is in charge. Inferior customer experiences and a lack of customer loyalty can make or break companies. A relentless focus on customer needs, demands and expectations is therefore a key requirement for the success of a digital business.

      • Learn from cross-industrial experiences and perspectives
      • Leverage customer insights and permanent feedbacks along the customer journey to create superior customer experiences
      • Provide a seamless and integrated multi-channel offer by using co-creation and agile testing formats with your customers


      With afternoon refreshments

    • 3:20 pm
      Introductory Presentation followed by Roundtable Discussion: Creating an Effective Digital Organization and Culture
      Nathan Ott,
      CEO, GC Index

      One biggest obstacle to digital transformation is culture – entrenched mindsets accentuated by a hierarchical and siloed organizational structure make it very difficult for companies to keep up the with the speed of change in today’s digital world. This presentation will share some of the best case studies from across the industry as well as different verticals where true cultural and organizational change has taken place.

    • 3:40 pm
      Interactive Q&A: Overcoming the Cultural and Organizational Challenges for Successful Digital Transformation

      This is your opportunity to engage with the speakers and your fellow attendees about the customer, organizational and cultural aspects of digital transformation, including how to:

      • empower and incentivize employees
      • move from a vertical to a horizontal organizational structure
      • measure success
      • create a customer- and data-centric organization
    • 4:20 pm

    TM Forum Theatre

    • 10:30 am
      Real Virtuality- Phase 2
      Nikhil Shah,
      Enterprise Architect, Tech Mahindra

      This Catalyst aims to operate a nimble and cost-optimized business that is highly adaptable, in order to support CEOs in their transformation mission. It will provide anintelligent self-management operation to run the dynamic future network service platforms seamlessly spanning across collaborating DSPs. It will be programmable and intuitive for operations users who will simply use business and technology policies.


    • 11:00 am
      5G Service Operations: Closed Loop Assurance of 5G Network Slices
      Massimo Banzi,
      Senior Standardization Manager , Telecom Italia
      Milind Bhagwat,
      Enterprise Architect, BT,
      Yoann Foucher,
      Product Management Director, MYCOM OSI
      Valentin Plotnichenko,
      Senior Sales Engineer, Netcracker Technology

      This Catalyst will showcase agile closed loop operations to deliver 5G Network Slice Assurance and other NaaS(Network as a Service) capabilities into multiple industry verticals whilst continuously optimising infrastructure utilisation  and meeting SLA commitments. The 5G concept of network slicing allows Communication Service Providers(CSPs) to offer service classes with varying characteristics on the same infrastructure. In the catalyst, we will demonstrate how 2 service classes for IoT – uRLL (ultra-reliable low latency) for connected factories, and mMTC(massive machine-type communications) for connected cars, are assured on a common infrastructure. Champions: AT&T, BT, NTT, Orange, Telecom Italia, Telenor, Vodafone.

    • 11:30 am
      A Platform for IOT and Anything as a Service
      Atul Purohit,
      Principal Enterprise Architect, Vodafone Group
      Alan Byrne,
      SPO Innovation Center Leader, Huawei

      A Platform for IOT and Anything as a Service

      This Catalyst uses ICT Orchestration, Closed Loop Assurance to deliver agility, experience and efficiency to Service Providers and expose TM Forum Open API’s to 3rd party developers to create new revenues streams enabled by Network Slicing, Edge Computing and a Service Marketplace. The new initiative will enable the Service Provider to create an ecosystem for developers and machines.

    • 12:00 pm
      Smart City Service Optimization
      Paul Morrissey,
      TM Forum Ambassador & Head of Big Data Analytics Group, TM Forum

      This Catalyst will be based around the orchestrated selection and assignment of key workforce assets in the Smart City ecosystem, building on the work completed as part of the Customer Centric Service Assurance Catalyst which was successfully displayed at TM Forum Live! 2016 Nice and Yinchuan event in September 2016.


    • 12:30 pm
      Beyond Sales: Powering IoE Ecosystems with Open Platforms and APIs
      Feng Wang,
      Chief Architect, Solution Center, HPE China

      The Catalyst project, on its phase II, will prototype extended capability openness including IoT platform, Big Data analysis as well as b/oss capabilities to further boost China Mobile’s service creation ecosystem. It will also demonstrate the enhanced operation framework of API platform for efficient service creation, service delivery and service support.  Project scope details:

      • Expand capability exposed from B/OSS to IoT, Big Data platform
      • Extend ecosystem solutions from consumer service to enterprise customer service by corporation with industrial partners
      • Big Data backed API governance and operation


    • 1:00 pm
      Joint Agile Delivery – Phase II
      Ninad Jadhav,
      Competency Head, Tech Mahindra
      Nishi Mathur,
      Principal Technology Architect, Infosys
      Frank Massoudian,
      Principal Architect, R&D System Engineering, Huawei
      Sean Yarborough,
      Senior Director, Spirent
      Dan Popescu,
      Electronics & Telecom Offering Manager, IBM

      This Catalyst will continue contributing APIs and processes to TM Forum to enable the development and delivery of world-class software that capitalizes on cross-organizational (cross-value fabric) synergies to dramatically improve time to market, quality, and cost.

    • 2:00 pm
      Smart BPM

      This Catalyst looks to explore the how-to of a Smart BMP suite, using it as a structured toolset for framing and leading IT and business transformation programs in the service provider context.

    • 2:30 pm
      Ecosystem as Macrocosms: Process of Things as a Critical Enabler to Expand and Monetize New Digital Value Chain
      Andrea Cesarini,
      Managing Director, Communications, Media & Technology, Accenture
      Veruska Mangieri,
      Process and Decisioning Automation Practice Lead, Accenture

      The IoT represents huge opportunities to exploit as well as it introduced new forms of competition both across large, cross-industrial ecosystems aggregated around specific and compelling consumer use cases. We like to talk about Multiple Ecosystem Business Scalability (MEBS) to identify the opportunities to implement sophisticate business chains orchestrated by a CSP - B2B -2B- 2B- …2X, where the liquid customers are the end and satisfied users.

      An intelligent Data Driven orchestration of the ecosystem becoming pivotal and require a new level of openness to effective play in new value fabric, value the huge amount of data produced and exchanged, and joining up sales, manufacturing, and supply chain processes with security solutions, standards and platforms to create new models for development, delivery and service.

      The PROCESS OF THINGs paradigm relying on the advanced Telco’s service orchestration capabilities results able to use this power transforming humans + machines digital experience, building new revenue blocks in the market ecosystem, going beyond traditional technologies approach in a five critical ways:

      1. Automatically evaluating impulses coming from Things and giving it context for ecosystem decisions.
      2. Optimizing actions to be taken and processes to be orchestrating by enriching the value of things based on specific industry business value (e.g. Telco vs Insurance, Telco vs Automotive).
      3. Use the intelligence to promptly interact with the entire context predicting, adapting, communicating and servicing the ecosystem.
      4. Being scalable and adaptable to the changes due to the Process of Things needs to be adapted quickly to market changes, new comers, unexpected exceptions, and beyond.
      5. Managing all the specializations related to industries, things, geographies, products, and third parties layered on top.

      The PROCESS OF THINGs represent a unique opportunity for CSPs to unlock trapped value, and to be Open, Optimistic, Unstoppable!

    • 3:00 pm
      Hyperscale IoT Management – Healthcare
      Elaine Haher,
      Customer Technology Architect, IT and Cloud, Ericsson
      Dan Brown,
      President & CEO, Algorithmic Intuition
      Şerafettin Acır,
      Senior Solution Architect, Etiya
      Wenzheng Zhu,
      Technical Product Manager , Ericsson

      The AT&T Foundry for Innovation is involved in creating solutions to meet patient and healthcare provider needs through the use of IoT devices and partner supplied solutions.  As the market for IoT based solutions increases AT&T would like to better manage these devices using technologies such as blockchain and machine learning to improve the patient experience.  The catalyst will utilize Platforms and platform capabilities  to onboard suppliers and supplier product offers, utilize blockchain for device identity management and deliver automated problem resolution for IoT devices. The platform ecosystem will be delivered by Ericsson, Microsoft, and Etiya and will utilize TM Forum APIs.  A new innovative medical patch device from Algorithmic Intuition combined with AT&T connectivity will deliver monitored data to the patient.


    • 3:30 pm
      Elderly Independent Living
      Paul Lalancette,
      Managing Director, Digital IoT Business Group, Accenture
      John Brown,
      Interim Dean and Professor of Architecture, Faculty of Environmental Design, University of Calgary
      Alvaro F. Gallardo,
      VP Home Services , Orange Group

      This Catalyst will look to identify the best break points in the Connected Home value chain and customer journey where operators may differentiate themselves vs other industry players. It will also identify where open APIs will permit operators to better address their customers’ needs.

    • 4:00 pm
      Enabling Digital Marketplaces
      Umashankar Velusamy,
      Senior Member of Technical Staff, Verizon
      William Malyk,
      Co-Founder / Chief System Architect, EnterpriseWeb
      Johanne Mayer,
      Director Product Marketing, Orchestration, Oracle

      This Catalyst features a large and diverse ensemble cast of industry leading organizations that seek to demonstrate the viability and value proposition of open Digital Service Marketplaces for supporting transparent and efficient virtual function ecosystems, thus enabling Platform Business Models and the Operations Center of the Future. Standard metadata, metrics and software patterns enable automated hand-offs of network services between all participants.


    • 4:40 pm
      New Business Models with Sponsored Data
      Adil Sbai,
      Product Marketing & Head of Sponsored Data Program, Orange

      The customers of sponsored data, who are enterprises looking for ways to increase end-user value and differentiation by sponsoring user activity, need a standards based approach to connect not to just a single provider but a broad fabric of mobile providers. The goal of sponsorship is to improve engagement of customers with a brand and to increase the conversion rate to purchasing customers.

      In this second phase, the Sponsored Data Catalyst has identified the architectural functions that are required in a Sponsored Data Exchange ecosystem in order to provide a standard approach that applies to many CSPs and many brands. We have elaborated on the initial use cases identified in the first phase of the Catalyst and have defined a subset of functionality that we were able to implement as a working demo. The use cases and demos we have developed show how diverse mobile providers can come together to allow enterprises/brands to interact with their end-users in new and innovate ways and to build a sustainable and scalable Sponsored Data ecosystem.


  • 5:30 pm
    Expo Happy Hour
  • 6:00 pm
    Excellence Awards Gala Dinner

    Location: Palais de la Méditerranée

    *Invitation only

Day 2

May 16, 2017

  • 8:30 am
    Keynote Opening
  • 8:45 am
    Keynote Perspective: Chairman’s Welcome
    David Pleasance,
    Senior Partner, Deloitte
  • 8:55 am
    Keynote: TM Forum Keynote Presentation
    Nik Willetts,
    Deputy CEO, TM Forum
  • 9:15 am
    Andrew Feinberg,
    President and Chief Executive Officer, Netcracker Technology
    Nick Pomponi,
    Managing Director, Software & Services Sector, Goldman Sachs
    Duarte Begonha,
    Expert Partner - Business Technology Office, McKinsey & Company
  • 9:35 am
    Keynote: Digital transformation requires a wholesale reinvention of every aspect of your business
    Shankar Arumugavelu,
    Senior Vice President and Chief Information Officer, Verizon
  • 9:55 am
    Keynote: Winning is no longer just about competition. It’s about collaboration.
    Deborah Sherry,
    General Manager and Chief Commercial Officer, GE Digital Europe
  • 10:15 am
    Keynote: Disrupted to Disruptor: The healthcare innovation and digital journey
    Alpna J. Doshi,
    Group CIO, Philips
  • 10:35 am
    Keynote Panel Discussion: OSS/BSS 2.0 – The Key to Digital Transformation
    Erik Hoving,
    Group Chief Technology Officer, KPN Group
    Phil Jordan,
    Group CIO, Telefonica
    Ulf Ewaldsson,
    SVP, Group CTO & Head of Group Function Technology, Ericsson
    Jean-Marie Culpin,
    Marketing Executive Vice President, Orange
  • 11:30 am
  • Agile Ops and IT Live!

    Athena Auditorium
    Chair: Barry Graham, Senior Director, Agile & Business IT Program, TM Forum
    Chair: Gordana Koops, TM Forum APAC

    Chair: Gordana Koops, TM Forum APAC

    NFV and SDN LIVE!

    Chair: Ken Dilbeck, Head of Collaboration Program, TM Forum

    Internet of Everything Live!

    Chair: Aaron Boasman, Vice President, Content, Research & Media, TM Forum
    Chair: Pierre Blanchard, President, PRBL Advisory
    Chair: Pierre Blanchard, President, PRBL Advisory

    Customer Centricity Live!

    The Experience Integrator: Enabling New Businesses & Revenue Opportunities across the Value Fabric
    Chair: Humera Malik, Founder, Dat-uh IoT; Managing Partner, Quexor
    Powering Citizen-Centric Smart Cities
    Chair: Paul Morrisey, Ambassador for Big Data Analytics and Customer Experience, TM Forum
    Driving the IoE Experience
    Chair: Ana Weber Ph.D, President and Founder, E-Play Corp

    Digital Platform Economy and APIs Live!

    Chair: Chris Lewis, Managing Director, Lewis Insight

    TM Forum Theatre

    Agile Ops and IT Live!

    Athena Auditorium
      Chair: Barry Graham, Senior Director, Agile & Business IT Program, TM Forum
    • 11:30 am
      EXPERT INSIGHT: The Operations Centre of the Future
      Barry Graham,
      Director of Product Management, TM Forum,

      • Using Frameworx to futureproof your processes
      • Tidying up your process structure and establishing a common foundation to enable partnerships and integration
      • Process simplification and breaking them down into building blocks just like in IT
      • Implementing processes with automation and policy

    • 11:45 am
      Solutions Providers Panel and Open Q&A
      Mounir Ladki,
      President and CTO, MYCOM OSI
      Marc Hayden,
      CEO, gen-E
      Joe Marsella,
      Chief Technology Officer, EMEA, Ciena
      Viswanathan “Vishy” Ramaswamy,
      VP & CTO , Communication BU, Wipro

      This is a great opportunity to quiz the solutions providers so come armed with questions to put to the panel of experts.

      • What is the most common priority for service providers when it comes to updating their operations?
      • What sort of solutions are available and how do they range in complexity to implement?
      • What sort of results have been seen so far in this area?
      • Audience questions
    • 12:20 pm
      EXPERT INSIGHT AND CASE STUDY: Transformation – Ensuring Future Relevance and Revenue
      Craig Farrell,
      VP and Chief Technology Officer, Global Telecom Industry, IBM
      • The dilemma of transformation in times of budget constraints and fierce competition
      • Strategic redirection and cultural barriers to merging IT and operations
      • What’s the real trigger for transformation?
      • NFV implementation – Why is it taking so long?
      • Examining the maturity of solutions on offer
      • Looking at tried and tested business strategies
    • 12:45 pm
      Networking Lunch
      Chair: Gordana Koops, TM Forum APAC
    • 2:00 pm
      CASE STUDY: Transformation in Flight – Ensuring Business Continuity Through Digital Transformation
      Vijay Sivasankaran,
      Director, Technology Strategy, Ooredoo Group
      • Examining the business case behind becoming a Digital Service Provider and how to stave off competition from digital natives
      • How to efficiently manage your current assets and ensure business as usual throughout digitalization of systems?
      • How to enable the platform economy and take your place in the digital industry
      • IT & architecture transformation
    • 2:20 pm
      EXPERT INSIGHT AND CASE STUDY: Deploying New Markets in Less Than 90 Days With Agile Transformation
      Eugene Yeo,
      Group CIO, MyRepublic
      • The uniqueness and challenges that telcos face in multi-faceted Southeast Asian markets
      • Agile transformation : A holistic perspective of the people, process and technology involved for a successful roll out
      • Case Study on Rapid deployment in Indonesia in less than 90 days : How we achieved this
    • 2:45 pm
      CASE STUDY: Business Transformation and End-to-End Digitalization at Telefonica
      Jose Manuel Gascon Carus,
      Global IT Strategy & Governance Director, Telefonica
      • Leveraging Frameworx to digitalize processes, making them real time and automated
      • Managing transformation at global level with locally-focused execution
      • Establishing a new KPI to measure capabilities enabling by digitalization
      • Using this new KPI to define the new digital customer experience and making real business impact
      • Telefonica’s process and service transformation program and achievements so far; impacts on Operational Business Units
    • 3:10 pm
      CASE STUDY: Business Process Re-Engineering at NTT East Using TM Forum Assets
      Emi Yoshino,
      Chief, Network Development Group, Strategic Network Management Department, NTT East
      • Overview of our BPR project – reconstructing core systems
      • What challenges did we face in transforming our outdated systems to and operations, and how did we overcome them by using TM Forum assets?
      • Transformation is not a straightforward process - Illustrating years of trial and error leading to where we are today
      • Planning for future development and efforts to further improve our business and systems
    • 3:30 pm
      Afternoon Refreshments

    • Chair: Gordana Koops, TM Forum APAC
    • 4:00 pm
      CASE STUDY: Taking a Design-Centric Approach to Enable a New Agile Delivery Model
      Alessandro Cugno Garrano,
      Head of Solution Unit Nordics, E.ON Business Services
      Bob Titus,
      VP Digital Solutions, Netcracker Technology
      • How is radical agile and design thinking accelerating business transformation in the energy sector?
      • Embracing new methodologies to change how people, companies and partners interact.
      • How is this new approach delivering better results, a better environment and a better working experience?
      • What is Netcracker's role in enabling this new model?
    • 4:25 pm
      CASE STUDY: Why Digital Customer Onboarding is Critical For Keeping Your Customers
      Jakub Redžić,
      Third Party Management, Vodafone Netherlands
      Rakesh Bohre,
      Customer Engagement, Amdocs
      Eric Estroff,
      VP & Head of Marketing, Amdocs Services
      • Why non-digitalized onboarding is no longer a sustainable option for service providers
      • How to successfully meet SLAs, comply with regulations, ensure smooth processes and achieve great KPIs in such a changeable environment
      • How business process outsourcing drives digital operations and safeguards that all-important quality of service
      • Ssh! Some of the secret ingredients behind successful customer onboarding, (including virtual agents, robotic intelligent-process operations, and prebuilt automated capabilities, processes and operational methodologies…)
    • 4:50 pm
      EXPERT INSIGHT: Calculating the Importance of Procurement in Digital Transformation
      Pierre Muller,
      Vice President OSS & Operation Processes, Orange
      • How to guarantee end-to-end supply chain ecosystem performance
      • How to create agile provisioning in a hybrid environment?
      • How is the vendor-buyer relationship evolving in the context of today’s complex digital ecosystem?
      • How can the ops team work with the supplier in a DevOps mode
      • Finding the right tools to provide end-to-end provisioning of complex digital services across various partners’ cloud and hybrid networks
      • A deeper look at the broadening “as-a-service” market
    • 5:10 pm
      CASE STUDY: Catalogue Driven Operations and Asset Lifecycle Management at Swisscom
      Patrick Büch,
      Head of Service Management, FNT
      Philipp Ryffel,
      Head of Product Management Fabrication, Swisscom AG
      • How to rollout the catalogue into operations (Change of Minds)
      • Implementing the catalogue and a service inventory into existing processes
      • Using the state machine to improve a proper lifecycle management
      • LCM and management of effectiveness on basis of transparent catalogue-based unit-costs

    NFV and SDN LIVE!

    Internet of Everything Live!

    Customer Centricity Live!

    • The Experience Integrator: Enabling New Businesses & Revenue Opportunities across the Value Fabric
      Chair: Humera Malik, Founder, Dat-uh IoT; Managing Partner, Quexor
    • 11:30 am
      FEATURED PRESENTATION: Engaging the Digital Customer
      Kevin O’Brien,
      VP, Application Development, Comcast
      • Introducing new delivery models while enabling customer journey optimization
      • Re-shaping the enterprise using business-driven technologies to achieve cost reductions
      • Aligning your technology and business models to digital customer demands at every point in the customer experience lifecycle
    • 11:55 am
      FEATURED PRESENTATION: Strengthening up your Personalization Strategy to Attract and Retain Customers
      Muez Yihdego,
      Chief Customer Service Officer, ethio telecom
      • Leveraging powerful personalization capabilities based on persona-driven, real-time analytics and persistent customer information to infer intent and generate next best actions
      • Exploring customer personas or behavioral data from multiple sources to generate compelling personalized offers
      • Creating offers to acquire or retain customers and during care interactions –customers prefer to never have a “care interaction”
      • Eliminating or at least reducing the need for care calls in new product development and in network support
    • 12:20 pm
      FEATURED PRESENTATION: Exceptional service without borders: Maintaining a personalized customer experience across global boundaries
      Daniel Kerzner,
      Vice President Marketing & Global Explorer,
      • Determining how to approach customer relationship ownership, control and accountability with end-to-end visibility of services and resultant customer experiences
      • Aligning the vision and goals among partners, from management right down to the operating teams a prioritized set of projects, joint and individual, to achieve set goals
      • Managing journeys that involve interactions with multiple partners as well many channels with a shared set of outcomes and metrics for customer journeys and processes.
      • Clearly defining the relationships, roles, responsibilities and processes for customer-facing and support organizations and systems
      • Combining an established service blueprinting approach and the newer customer experience ecosystem to assure that a customer’s interaction is consistent, and meets or exceeds expectations
    • 12:45 pm
      Networking Lunch
    • Powering Citizen-Centric Smart Cities
      Chair: Paul Morrisey, Ambassador for Big Data Analytics and Customer Experience, TM Forum
    • 2:00 pm
      PRESENTATIONS & PANEL: Humanizing Smart Cities: A Citizen-Centric Approach Toward a Scalable Smart City Platform
      Iris Gommers,
      Program Leader Sustainable City, City of Antwerp
      Prof. John Davies,
      Chief Researcher - Future Business Technology, BT
      Chris Cooper,
      Co-chair of Citizen Centric Data Workstream, European Innovation Partnership on Smart Cities and Communities (EIP-SCC),
      Co-Founder & Director, KnowNow Information Ltd.
      Bala Mahendran,
      Chief Executive, Basildon Borough Council

      15 minute presentations from each panelist, followed by a chaired audience-involved panel discussion

      • Discussing how the relationship between city governments and citizens changing as citizens become more empowered through technology and the role of the service provider in enabling this connection
      • Understanding how local Government can collaborate intensively with other sectors (Academy, Business, Community and Government) with the communications industry playing a central role
      • Engaging citizen to co-create their smart city and working with communities to ensure that the needs of citizens are met
      • Examining how new technologies will affect and improve the lives of residents and how citizens’ behavior, expectations and needs are likely to change as technology evolves
      • Adopting an experimental approach in which technology is actively trialed or prototyped to test the impact of these technologies in the community
      • Establishing protocols that outline who controls the information produced, and who the main stakeholders are that have access to the infrastructure from which this data is sourced
    • 3:30 pm
      Afternoon Refreshments
    • Driving the IoE Experience
      Chair: Ana Weber Ph.D, President and Founder, E-Play Corp
    • 4:00 pm
      Household Happiness Index: How All Devices Are Parts of Overall Satisfaction
      Gyorgy Lajtai,
      Amit Akhelikar,

      Create a bridge between traditional measures like survey based Net Promoter Score to predictable, individual based Happiness Index across all customers, powered by all devices and touchpoints across the QuadPlay Household.

      • Realizing how many things are moving from mobile only towards the converged household
      • Identifying how the customer experience can be shaped, measured and improved by serving relevant content at highest speed.
      • What this mean for integrated quadruple plays having a full offering and analysis capability over the household with numerous connected devices and how interacting with them in the future might also give an experience understanding.
      • Associate the many different devices to customers who use them for as long as possible
      • Incorporating these connected device touchpoints and their usage as part of the overall customer profile and customer experience
    • 4:30 pm
      CASE STUDY: Enabling World Class Data-Driven Customer-Centric Healthcare
      Preetham Nadig,
      CEO, Datalynx Pte Ltd.
      • Understanding how big data is transforming the healthcare industry
      • Embracing the latest technologies to track care and keep up with customer demands
      • Compiling data from various sources (including medical and insurance records, wearable sensors, genetic data and even social media use) to draw a comprehensive picture of the patient as an individual and offering a tailored healthcare package
    • 5:00 pm
      PANEL: Going from “IoE for CX” to “CX for IoE”
      Simon Wright,
      Strategic Governance Manager - Data Protection and Privacy, Sky
      David Cook,
      VP Connected Car Solutions, Concentrix
      Sergio Pereira Lema,
      Head of Customer Intelligence, R Cable y Telecomunicaciones
      Mark Mortensen,
      Research Director - Digital Experience, Analysys Mason
      Andrea Canessa,
      Director, Industry Solutions Product Strategy, Oracle
      Philippe Lalande,
      Director, Industry Collaborations, Oracle
      • Capitalizing on the proliferation of ‘Smart Things to enhance the way you digitally interact with your customers and gather valuable insights
      • Viewing ‘things’ as customers of services and creating new type of interactions with them and their humans
      • Exploring how ‘things’ are now full-fledged parties that interact with each other and humans, create service requests and place orders

    Digital Platform Economy and APIs Live!

    TM Forum Theatre

    • 11:30 am
      Experience Journey Shaping with Data Analytics
      Jörg Niemöller,
      Systems Manager, BSS/OSS Architecture, Ericsson
      Sophie Nachman,
      Standards & Institutions Senior Manager, Orange

      The experience journey of a customer is actively shaped by transforming analytics insights into actions. This project demonstrates how the entire process from measurement, analytics, identification of root cause, decision making and action taking can be automated for reaching quick responses and continually optimizing the business. A key focus is the use of return of investment prediction methods in for choosing the action with best impact on the business. This combines an optimization of the customer journey with optimized business operation. We demonstrate this concept base on use cases from customer care management and network operation.

      The catalyst project is a collaboration of Ericsson acting as project lead with Subex, Knowesis, Bulb Technologies and Liverpool John Moores University. Champions are KDDI Research, Orange and NCell.


    • 12:00 pm
      Logical Factory: Virtualizing Manufacturing for Agility
      William Malyk,
      Co-Founder / Chief System Architect, EnterpriseWeb
      David Hock,
      Director of Research, Infosim
      Darren Williams,
      Welding Systems Lead, TWI
      George Glass,
      Chief Systems Architect, BT
      Gnanapriya Chidambaranathan,
      AVP, Principal Architect, Infosys
      Joann O’Brien,
      VP, APIs & Ecosystems, TM Forum

      This project builds on a prior award-winning Catalyst “Smart Industrial Manufacturing: Robots as a Service”, which demonstrated the use of TMF Open-APIs in the Industrial Internet-of-Things domain to order and configure Robots-as-a-Service. In this new Catalyst, the scope is expanded to the entire manufacturing and maintenance process, whereby a new industrial manufacturing platform is created to manage the lifecycle of manufacturing and maintenance across multiple sites designed to reuse the architecture and capabilities across many industrial manufacturing sites and into the oil and gas industry, demonstrating how new business opportunities can realized in this fast-growing industry.


    • 12:30 pm
      Predictive Analytics for NFV
      Emmanuel Wensink,
      Telco Solution Architect, Atos

      Unleash the value of data and improve business by providing the right insight at the right time using predictive and prescriptive analysis. The project will look at bringing together gathered network performance patterns as well as the customer behavior scheme data as a reference and help to identify any pattern fluctuation predicting needs of particular service and/or network upgrade actions

      Value proposition targets three streams - revenue generation, revenue protection and operational efficiency. Focus on services schemas and predictive scenario as being new driver for business growth and telco potential B2B sectors.


    • 1:00 pm
      Sentimental Applications
      Rohit Batra,
      Senior Director, Product Strategy and Product Management, Amdocs
      Karthik Balakrishnan,
      Digital Advocate/Tech Evangelist, Amdocs

      Voice based interaction is undergoing a renaissance. 85% applications (mostly wearables) will have embedded speech recognition and NLP capabilities. The catalyst is aimed at leveraging customer sentiment and how next best action can be enhanced not just based on a series of actions which are in context and based on historic data but also based on sentiment of the engagement either coming in using tonality and the content via voice or text channels. Leveraging a combination of NLP capabilities and tone of the interaction, coupled with what we already have and know about the customer, we can drive next best action and offer which is even further intelligent and personalized for the engagement.

    • 1:30 pm
      APPEX Omnichannel
      Deepanshu Motani,
      Enterprise Architect, Systems Architecture, Vodafone
      Tim Morgan,
      Principal Operations Consultant, Huawei

      The objective of the APPEX catalyst is to:

      • Develop Omni-channel from concept to implementation in the telecoms environment to provide consistent and coherent customer experiences by rationalizing multiple customer channels and leveraging customer history, persona, touch point and transactions data.
      • Optimize customer experience while reducing friction in all customer journeys. Many small improvements in customer experience across many touch points enable significant improvement in overall customer journey experience and improved NPS.

      This project takes a collaborative approach to provide an Adaptive, Personalized and Predictive EXperience (APPEX) to customers accommodating multiple personas and user account hierarchies in an Omni-channel environment. The participants use standardized and consistent methodologies based on TMF best practices and assets to deliver both Real Time and off line Analytics driven customer personalization.


    • 2:00 pm
      Revenue Assurance in the Digital Era
      Andreas Manolis,
      Head of Strategy & Risk, Group Revenue Assurance, Group Transformation, BT Group Finance
      Dr. Gadi Solotorevsky,
      Chief Evangelist – Revenue Guard, Amdocs,
      Ambassador, TM Forum
    • 2:30 pm
      Cross-Layer Integration and API: Orchestrating the Digital Customer Experience
      Vinay Devadatta,
      Practice Head – Innovation, Industry Relation & Technology, Wipro Technologies
      Sergiu Burian,
      Director, Innovation CTO Office, Redknee
      David Hock,
      Director of Research, Infosim

      Service Providers need to provide the right quality of service at the right price and yet be efficient for a wide variety of customers with unique needs. Network digitization technologies like NFV/SDN and analytics at different OSS layers are key components that can enable this. TMForum APIs provide the necessary glue to create a comprehensive solution that is being showcased by this catalyst, which is championed by Verizon and implemented by Infosim, Redknee & Wipro.

    • 3:00 pm
      Maximizing Engagement with Predictive Customer Journeys
      Arnold Buddenberg,
      IT Transformation Management Europe, Orange Group

      Despite growing ecommerce sales the vast majority of customers prefer to buy in brick and mortar- shops. However digital and especially mobile has fundamentally changed the shopping process also for those that buy in store. Omni-channel retailers are increasingly looking at closing the gap between digital channels andad the physical store.

      In a TM Forum Catalyst project Comarch, Comptel, Huawei, Salesforce, Teavaro and Vlocity are working together to demonstrate an end to end solution for this challenge. The project is sponsored by the Orange Group, Ncell an Asian operator and ArtOfArc.


    • 3:30 pm
      Digital One Stop Shop
      Hervé Bouvier,
      Project Director, Orange
      Andreas Polz,
      CTO Infonova R6, BearingPoint

      In a partnership-driven environment, facing customers with increasing digital expectations and privacy concerns, CSPs need to leverage their retail distribution and initiate a transformation to reinvent the customer relationship. This will deliver an unmatched experience to the customer and improve the sales team operational efficiency to generate more revenues.


    • 4:00 pm
      NFV Management with Open APIs in Open Source MANO

      The project focuses on the management aspects in Open Source MANO, the ETSI initiative to build an Open Source MANO stack. The goal is to analyze some practical NFV deployment scenarios in terms of manageability, assessing whether they meet the expected requirements of the operational areas and identifying gaps to be included as new features in subsequent releases of Open Source MANO.


      • Gerardo García, Engineer R&D, Telefónica
    • 4:30 pm
      Offer Canvas
      Damien Phelan,
      Program Manager, Chief Technology Office , Telstra
      Fawad Nazir,
      Principal Enterprise Architect, Telstra
      Jamie Richardson,
      General Manager, Product Technology & Innovation, Telstra

      This Catalyst looks to use a set of re-useable models (billing, catalogue, business policy, order capture, CRM, fulfilment, product models, etc.) to bring new offers or changes to existing offers to the market faster. To do this, they need access to a rich set of re-useable commercial and product models which are easy to combine together to create new offers and easy to modify to make changes to existing offers.

    • 5:00 pm
      Driving Transformation in the Digital Age
      Angel Vaccaro,
      Digital Business & Strategy Leader, Deloitte Digital
      Tim Greulich,
      Digital Maturity and Insights Leader, Deloitte Digital

      Digital is changing the game. Moving digital transformation forward requires a vision. A common industry aligned digital maturity model can help. Come to find out more about the model, how it can be used and additional help that is offered which can help you become a digital disruptor.

  • 5:30 pm
    Expo Happy Hour

Day 3

May 17, 2017

  • 7:30 am
    NFV Briefing Breakfast (Invitation only)

    Location: Rhodes Meeting Room 6

    Are you ready to innovate NFV/SDN services faster leveraging open source coupled with new opportunities for standardization? This session will show you how.

  • 9:00 am
  • Agile Ops and IT Live!

    Athena Auditorium
    Chair: Chris Anderson, Managing Director TMT, Deloitte Consulting
    Chair: Chris Anderson, Managing Director TMT, Deloitte Consulting
    Chair: Chris Anderson, Managing Director TMT, Deloitte Consulting
    Chair: Chris Anderson, Managing Director, Deloitte Consulting

    Internet of Everything Live!

    Chair: Craig Bachmann, Senior Director IoE Program, TM Forum
    Chair: Craig Bachmann, Senior Director IoE Program, TM Forum
    Chair: Craig Bachmann, Senior Director IoE Program, TM Forum
    Chair: Craig Bachmann, Senior Director IoE Program, ™ Forum

    Customer Centricity Live!

    Amplifying your Reach: Infusing Emerging Channels for Engagement
    Chair: Chris Bauschka, Senior Director Telecommunications and Media, Salesforce
    Using Intelligence to Support Real Experiences
    Chair: Pierre Blanchard, President, PRBL Advisory
    Going Virtual: Adopting an Agile Approach to Customer Centricity
    Chair: Fraser Pajak, CEO, QuEST Forum
    Tracking Digital Footprints: Capturing the Elusive 360 Degree view of your Customer
    Chair: Paul Morrisey, Ambassador for Big Data Analytics and Customer Experience, TM Forum

    Analytics Live!

    Analytics Powered Innovation: Driving success with Data
    Chair: Ken Koffman, CTO, QuEST Forum
    Bringing intelligence to IoE
    Chair: Ana Weber Ph.D, President and Founder, E-Play Corp
    Best Practices for Leveraging Big Data to Increase Intelligence
    Chair: Paul Morrisey, Ambassador for big Data Analytics and Customer Experience, TM Forum
    Ecosystem Risk Management: Moving Towards Truth, Trust and Data Governance
    Chair: John Wronka, Senior Director - CIOO Quality, Nokia

    Digital Platform Economy and APIs Live!

    Chair: Joann O’Brien, VP APIs & Ecosystem, TM Forum
    Chair: Wouter Stroetinga, Director, Telecom Business Consulting Practice, Everis

    TM Forum Theatre

    Agile Ops and IT Live!

    Athena Auditorium
      Chair: Chris Anderson, Managing Director TMT, Deloitte Consulting
    • 9:00 am
      EXPERT INSIGHT: Redesigning the Factory for the Digital Future
      Dr. Robert Plana,
      Director of Innovation and Ecosystems, GE Digital
      • Examining the need for transformation and agility to compete and remain profitable in the industrial manufacturing space
      • The need for a stable environment to ensure digital continuity
      • Establishing a culture of change, sharing and of embracing innovation
      • Reinventing the factory to face future demands and constraints of the digital customer
      • Using data from the factory floor to constantly improve and optimize processes
    • 9:20 am
      FIRESIDE CHAT with introductory presentations: Delivering on the Ambidextrous Challenge – Skill Gaps and Leadership Requirements For Digital Success
      Erik Meijer,
      Group Innovation, Deutsche Telekom
      Nowshad Matiul,
      Chief Corporate and People Officer, Robi Axiata
      • How to address successful organizational ambidexterity for both exploration and exploitation?
      • How are skill-set and leadership requirements changing across the business?
      • Turning business leaders into coaches, and empowering your teams
      • How to (re-)train, motivate, and enhance teams’ and individuals’ skills
      • Growing innovation by getting out of your comfort zone and own organization
    • 10:00 am
      EXPERT INSIGHT: Alignment of Strategies to Operations Using TM Forum Frameworx
      Denis Gagné,
      CEO & CTO, Trisotech
      • Creating a business modelling tool for the 21st century using Frameworx
      • Enabling business and technical profiles to work together simply and efficiently
      • Applying Frameworx to ensure effective control going from the executive vision to daily operations
      • Using the six primitives of Why, Who, When, Where, What and How to capture operations
    • 10:25 am
      EXPERT INSIGHT AND CASE STUDY: Mitigating Disruption and Joining the Digital Ecosystem
      George Glass,
      Chief Systems Architect, BT
      • Understanding the need for business model innovation, and the evolution to a platform-based model
      • Developing re-useable services and exposing APIs to third parties for a wealth of innovative new implementations
      • What are the challenges and risks to opening up and exposing assets? And what are the potential rewards?
      • Monetizing existing assets on a platform basis – illustration through BT’s Directory
    • 10:45 am
      Morning Refreshments
      Chair: Chris Anderson, Managing Director TMT, Deloitte Consulting
    • 11:15 am
      PANEL: The Business Case Behind Microservice Architectures
      Yathish Nagavalli,
      Chief Enterprise Architect, Huawei
      Julien Frisquet,
      CTO, Envision
      Beau Atwater,
      Head of SaaS Factory, Ericsson
      Dr. Lester Thomas,
      Head of Systems Architecture Center of Excellence, Vodafone Group
      Todd Spraggins,
      Senior Product Manager - Director of Technology, Oracle
      • Why embark on microservices?
      • Enabling agility, scalability, modularity, vendor neutrality and customization
      • How to overcome the challenges of microservice deployment depending on the existing set-up
      • The barrier of cultural and human adaptation to the microservices environment both from a management and staff perspective
      • 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
      • Leveraging microservices to enhance competitiveness, differentiation and customer satisfaction
    • 11:55 am
      EXPERT INSIGHT AND CASE STUDY: Deploying Microservices in a Fast-Paced, Customer-Centric Environment – How and Why?
      Pierre Vincent,
      Site Reliability Engineering Manager, Poppulo
      • Why are microservices and continuous delivery critical to Poppulo's expansion?
      • How did Poppulo transition from a single team building a monolithic application to six teams developing microservices?
      • How are microservices changing the way we develop our product today?
      • What are the main challenges we faced in our transition and what's next?
    • 12:20 pm
      CASE STUDY: Putting Microservices Into Practice
      Crispin Blackall,
      Director, Consumer & Mobility, Telstra Networks
      Amrit Singh,
      Senior Principal and Chief Architect, Infosys Consulting
      • Role and requirements of APIs & micro-services in a platform world
      • Software-defined networks and microservices
      • Telstra’s journey towards Network 2020
      • Micro-service architectures in action – illustrations and real-life examples
    • 12:45 pm
      Networking Lunch
      Chair: Chris Anderson, Managing Director TMT, Deloitte Consulting
    • 2:00 pm
      PANEL: Where Do We Stand on the Road to 5G?
      William Webb,
      CEO, Weightless
      Tommy Ljunggren,
      Group Director, Architecture and Security, VEON
      Alain Maloberti,
      SVP Orange Labs Networks, Orange
      Paul Crane,
      Head of Practice, Mobile, Network Services and Sustainability, BT Research
      Dan Warren,
      Head of 5G Research, Samsung R&D UK
      Pierpaolo Marchese,
      Standard Coordination and Industry Influencing, TIM
      • How will 5G transform communications, but also society and industries?
      • Drivers and barriers to 5G realization
      • Examining the 5G landscape and stakeholders – roles and interests
      • Exploring different 5G strategies and their objectives
      • How exactly will CSPs differentiate 4G and 5G and illustrate the 5G value proposition?
      • A look at the economics behind 5G – investment needs and the value of connectivity
      • Analysing international and cross-industry cooperation and standardization initiatives
      • Addressing security concerns across 5G systems and enabled services
    • 2:50 pm
      EXPERT INSIGHT AND CASE STUDY: The CSP’s View on 5G Mobile Networks
      Dr. Ming Tsai,
      VP Telecommunication Laboratories, Chunghwa Telecom Co. Ltd.
      Ling-Chih Kao,
      Deputy Manager of Wireless Communications Lab., Chunghwa Telecom
      • Considering the deficiencies of current 4G networks – mobile service network, PCRF, backhaul backbone and core
      • The possible solutions for settling the deficiencies of current 4G networks
      • Proposed solutions and steps to 5G migration
      • Exploring novel opportunities in a 5G environment
    • 3:10 pm
      EXPERT INSIGHT: Radically Improving Network Flexibility, Speed, Latency and Coverage
      Mark Gilmour,
      Director, Portfolio Strategy – Mobile, Ciena Ltd.
      • Architecting and managing a HetNet to enable 5G
      • How will the implementation of 5G affect the entire network end-to-end?
      • The target of 1ms latency – can this be achieved, and if so, how?
      • Balancing cost and quality – automating and orchestrating provisioning, resource allocation and service quality control
    • 3:30 pm
      Afternoon Refreshments
    • 4:00 pm
      EXPERT INSIGHT: Leveraging the Value of the Cloud to Drive Agility
      Shahar Steiff,
      AVP, PCCW Global
      • How does leveraging cloud technologies impact the business internally?
      • What are the main considerations when choosing and putting in place a cloud model?
      • What are the outcomes on existing operations, services and levels of efficiency?
      • Leveraging the benefits of increased agility to drive business value and customer service
      • What new opportunities has and will cloud computing offer the telco of the future?
      Chair: Chris Anderson, Managing Director, Deloitte Consulting
    • 4:20 pm
      EXPERT INSIGHT: Keep your head in the cloud and your feet on the ground – the importance of cloud in digital transformation
      Yuval Dvir,
      Head of EMEA Online Partnerships, Google for Work, Google Inc.
      • Examining the steep growth of the Cloud business and how it has transformed various industries
      • No longer a nice-to-have – the essential role of cloud in being an agile digital player
      • What are the main drivers and advantages of adopting cloud solutions?
      • What are the remaining barriers? Security, technology, skills, organisation, culture, legacy assets, budget…
      • Evaluating the cloud adoption strategy: managing hybrid networks and hybrid cloud solutions
    • 4:40 pm
      CASE STUDY: How to Optimize Your Cloud Applications Through Network Visibility
      Gerben Bremmer,
      Network Architect, Wavin Group
      Con Nikolouzakis,
      Founder & Director, Sinefa
      • Lessons learned and best practices when migrating apps to the cloud (e.g. core business apps, O365)
      • Why optimizing network visibility is key for a successful cloud migration
      • How to minimize downtime and reduce network cost across multiple sites and countries
      • Key steps and consideration when migrating from MPLS to internet based VPN
    • 4:55 pm
      PANEL: Analyzing Open Source Opportunities and Limits
      Diego Lopez,
      Senior Technology Expert, Telefonica I + D,
      Chair on NFV, ETSI ISG
      Greg Tilton,
      Founder & CEO, DGIT Systems
      Oren Marmur,
      VP, Head of NFV, Amdocs
      Cecilia Corbi,
      Senior Project Manager, Telecom Italia
      Darrell Jordan-Smith,
      Vice President of Global Telecommunication and ICT, Red Hat Inc.
      • The need for OSS evolution and how open source can contribute to optimization
      • Will open source eventually entirely replace proprietary systems?
      • What impact has open source had on the digital industry so far?
      • How are various open source initiatives likely to impact the industry as a whole? Can these initiatives be harmonized?
      • Where to deploy open source within OSS and where not to (if anywhere)?
      • What are the main advantages and main drawbacks for existing/legacy CSPs?
      • To what extent will existing operation support systems end up relying on open source software?
      • How do these compare to greenfield digital entities?

    Internet of Everything Live!

    • Chair: Craig Bachmann, Senior Director IoE Program, TM Forum
    • 9:00 am
      EXPERT INSIGHT: Supporting IoE Architectures and Standards Under Horizon 2020
      Rolf Riemenschneider,
      Head of IoT Sector, European Commission
      • Overview of the EU’s Digital Single Market– opportunities and strategy
      • Examining the challenge of harmonizing standards to provide and integrated platform for connected objects
      • Building the digital industrial platforms of the future based on suitable reference architectures
      • Horizon 2020 – creating cross-sectorial partnerships and collaboration to build effective, scalable ecosystem solutions to drive IoE across Europe
    • 9:20 am
      ‘The Empire Strikes Back’ – Future of the Comms Industry
      Amit Pau,
      Managing Director, Ariadne Capital
    • 9:40 am
      INTRODUCTORY PRESENTATION: The Reality of Security & Privacy Concerns
      Ian Oliver,
      Senior Security Researcher, Nokia Bell Labs,
      Research Fellow, University of Brighton
    • 9:50 am
      PANEL: The Reality of Security & Privacy Concerns
      Dr. Gadi Solotorevsky,
      Chief Evangelist – Revenue Guard, Amdocs,
      Ambassador, TM Forum
      Gisele Widdershoven,
      Senior Manager, Accenture
      Alexander Rockel,
      Architect and Security Lead, Oracle
      Ian Oliver,
      Senior Security Researcher, Nokia Bell Labs,
      Research Fellow, University of Brighton
      • Identifying and understanding emerging privacy, safety and security concerns in the hyper-connected world
      • Key factors to ensure trust and the expansion of the connected world
      • Where is the line between personal privacy and public safety? And how to different national regulations compare in this sense?
      • Do we need standards for IoE security?
      • How to share risk and responsibility across the IoE value chain
      • Is it realistic to imagine an un-hackable connected world?
      • Calculating the true cost of a data/security breach to a company or group of companies
      • Analysing potential business models for monetizing privacy
      • Is end-to-end risk evaluation possible? If so, how to go about it
    • 10:25 am
      EXPERT INSIGHT: Security & Privacy Standards and Regulations – What is Enough; is There Ever Too Much?
      Casper Pederson,
      DPO - Data Management & Personal Data Protection, SAS
      • Update on the European Commission’s new privacy directive (GDPR) and what this means for enterprises entering the IoE market
      • Will this enable a real trust model, or is more needed from companies themselves?
      • What is the reality of hacking today, how are businesses responding (assumed breach model) and how does this reality impact the evolution of IoE?
      • Best practices and initiatives in data ownership and use
    • 10:45 am
      Morning Refreshments
      Chair: Craig Bachmann, Senior Director IoE Program, TM Forum
    • 11:15 am
      TM Forum Live! 2017 Hackathon winners present their solution
    • 11:25 am
      EXPERT INSIGHT: No One-Size-Fits-All – Realizing IoE Monetization by Building the Right Business Model For You
      Dweep Chanana,
      Principal Partner, Venture Investments, Momenta Partners

      The IoT represents a rare generational opportunity for companies to reposition themselves in their respective value chains and to potentially capture more of the profit pools in the industry. In doing so, companies must consider not only their industry positioning - equally important, establishing successful new business models requires careful planning to address technology, capability, and ecosystem constraints. Where are you positioned?

      Through examples and case studies, this session will explore:

      1. Why is IoT a monetization opportunity?
      2. What are the trends and how can companies position themselves?
      3. What are the factors to consider in establishing a successful business model?
      4. How can companies successfully implement their plans?


    • 11:50 am
      PANEL: Platform Providers & Ecosystem Enablers: Helping Telcos & Other Stakeholders Monetize IoE
      David O’Hara,
      Global Business Development, Jasper-Cisco IoT Cloud, Cisco-Jasper
      Rickard Damm,
      Head of Innovation, Telia
      Nigel Chadwick,
      CEO, Stream Technologies
      • Open ecosysytem – what do the new IoE service providers want/need from the telco, and what can they currently provide?
      • Where is demand coming from and how to support it for growth
      • IoE monetization – what exactly are we monetizing? Examining business and revenue models
      • APIs – fostering innovation and enabling SMEs to board the IoE juggernaut
      • Considering LPWAN and competing technologies in the IoE development and adoption drive
    • 12:25 pm
      EXPERT INSIGHT AND CASE STUDY: Monetizing IoE Services Designed to Enhance Industries and Society
      Dr. Mark Begbie,
      Business Development Director, CENSIS
      • Examining the main focus public services and utilities: serving the community, serving the economy, serving the environment, generating revenue
      • How can IoE technology and services help make public services and utilities more cost-effective and sustainable?
      • Where does the sector stand within the IoE ecosystem and what is needed to further enhance development?
      • How can the right partnership push IoE beyond cost savings into real monetization opportunities?
    • 12:45 pm
      Networking Lunch
      Chair: Craig Bachmann, Senior Director IoE Program, TM Forum
    • 2:00 pm
      EXPERT INSIGHT & CASE STUDY: The Currency of Mobile Data
      David Nowicki,
      CMO and Head of Products, Datami
    • 2:20 pm
      PANEL: Monetization in Action – The 4th Industrial Revolution
      Joann O’Brien,
      VP, APIs & Ecosystems, TM Forum
      Dr. Robert Plana,
      Director of Innovation and Ecosystems, GE Digital
      Stephen Mellor,
      CTO, Industrial Internet Consortium
      Darren Williams,
      Welding Systems Lead, TWI
      George Glass,
      Chief Systems Architect, BT

      Moderator: Joann O'Brien, VP APIs & Ecosystems, TM Forum

      • What is the future of connected digital industries – how will it change the economy?
      • Investment needs, funding models and what ROI looks like across the value chain today
      • Reimagining current manufacturing business models and roadmap for transformation towards an automated, intelligent, connected manufacturing
      • What new skills and roles are required to truly enable the Industrial IoE
      • Brownfield challenges: How to adapt existing structures to enable the Industrial IoE?
      • Examining the use of open platforms and APIs in the transition to smart manufacturing
    • 3:10 pm
      CASE STUDY: Engaging and Fostering the Growth of The Connected Consumer Market
      Gerrit Seidel,
      Product Team Lead at Geeny, Telefonica NEXT
      • Explaining Consumer centricity in IoT
      • Showing the potential of Consumer-IoT
      • Delivering food for though on what might be required to drive this potential
    • 3:30 pm
      Afternoon Refreshments
      Chair: Craig Bachmann, Senior Director IoE Program, ™ Forum
    • 4:00 pm
      TM Forum Live! 2017 Hackathon runners-up present their solution
    • 4:10 pm
      EXPERT INSIGHT AND CASE STUDY: Looking at the IoE Lifecycle and Maturity Model
      Jonny Voon,
      Innovation Lead for IoT and Distributed Ledge, Innovate UK
      • What does it take to move beyond the pilot stage?
      • The fear of failure and lessons to learn – shifting the mindset
      • Procurement and investment challenges and how to face them (public vs. private perspective)
      • How to drive acceptance and adoption to move from start-up stage to mass-market
      • Where are the most mature IoE services in existence today?
      • Can we imagine what shape the IoE service lifecycle will take given its constantly changing and disruptive nature?
      • A look at real-life IoE projects in the NHS
      • Pushing boundaries – dream projects and what might be possible one day
    • 4:35 pm
      PANEL: Setting up IoE Monetization Short and Long Term
      Tony Poulos,
      Strategist and Catalyst Evangelist, TM Forum
      Mark Veyette,
      President, Veyette Insights,
      Former SVP & CIO, Cricket Wireless
      Andrea Cesarini,
      Managing Director, Communications, Media & Technology, Accenture
      Brendan O’Brien,
      Co-Founder & Chief Innovation Officer, Aria Systems
      • The “new normal” of market dynamics, recurring revenue creation and use-based pricing in the IoE context
      • The need for a new formula for success in this digital era and what this may look like
      • Possible pricing strategies and business agility required to meet the connected customer’s increasing demands
      • How do enterprises need to adapt their legacy systems to compete in a fast-paced, competitive landscape?
    • 5:10 pm
      EXPERT INSIGHT: Open APIs – scaling for End-to-End Digital Service Management
      Philippe Lalande,
      Director, Industry Collaborations, Oracle
      Daniel Bar-Lev,
      Director Office of the CTO, MEF
      • Defining best practices and B2B2X APIs to make the 4th industrial revolution a business-grade reality
      • Examining digital native disruptions and the resulting market environments
      • How can CSPs differentiate themselves from digital natives and gain competitive advantage?
      • Leveraging carrier-grade NaaS services and LSO-orchestrated end-to-end service capabilities
      • Implementing autonomous scaling across operational and monetization domain boundaries
      • Addressing end-to-end service security and policy issues in an era of cyber-attacks on and using IoE infrastructure
    • 5:30 pm
      End of Conference

    Customer Centricity Live!

    • Amplifying your Reach: Infusing Emerging Channels for Engagement
      Chair: Chris Bauschka, Senior Director Telecommunications and Media, Salesforce
    • 9:00 am
      CASE STUDY: Open APIs: Pathway to Becoming a Customer Centric and Data Driven Organization
      Greg Tilton,
      Founder & CEO, DGIT Systems
      • Using dynamic TM Forum Open APIs to enable an omnichannel experience and drive digital channels with a catalogue
      • Driving on-line web channels, mobile channels, CRM call centre, Customer Portal and direct B2B API channels through TMForum Open APIs.
      • Developing Frameworx based platforms that drive customer centric omnichannel solutions
      • Examining the relationships between API payloads and catalogue’s so that a catalogue can drive parallel channels for the best omnichannel experiences
    • 9:20 am
      CASE STUDY: Being a Service Provider in the Age of Microservices
      John Gillam,
      CTO for Cloud Services, BT Global Services
      Andreas Polz,
      CTO Infonova R6, BearingPoint
      • Reviewing learnings from building a platform to deliver “Cloud of Clouds”
      • Enabling customer (self) service in the age of cloud and NFV
      • Going evolution and role of standards from APIs to SDKs:
      • Enabling the enterprise market equivalent of appstore and Xcode: how & why
    • 9:40 am
      PRESENTATIONS & PANEL: Omnichannel and the Digital Ecosystem
      Clive Raynes,
      Head of Delivery, Sales, O2 UK
      Joris Vollebergh,
      Business Services Director CRM, Liberty Global
      Dario Di Bella,
      Communications Solutions EMEA Director,
      Yossi Zohar,
      Director, Communications Industry Product Marketing,
      • Examining how Service Providers are re-organizing to address the omnichannel opportunities
      • Quickly integrate similar customer experience capabilities from all channels with the least investment by creating a common architecture and APIs
      • Leveraging marketing cloud and service cloud to manage their customers journey
      • Improving their marketing campaigns as well as drove customer satisfaction and loyalty by enhancing their customer care across all channels
      • Developing an agile platform of engagement that will allow them to handle complex sales and service flow at scale
      • Creating a robust set of journeys that can act as test cases for an omnichannel solution

      Presentation 1: O2 UK Case Study: An Omni-channel approach to increasing SMB market share 
      Clive Raynes, Head of Delivery, Sales, O2 UK
      SMB customers interact with their service providers through a variety of digital and assisted channels. Like consumers, they expect a seamless, consistent and personalized experience in choosing the service providers they do business with. Join this session to learn how O2 UK maximized market share in the small-to-medium business sector using an omni-channel approach based on Salesforce.

      Presentation 2: Liberty Global: Disrupting the SMB marketplace with an Omnichannel Experience
      Joris Vollebergh, Business Services Director, Liberty Global
      Omnichannel is a key requirement not only in B2C lines of business, but also in B2B. Learn how leading service providers like Liberty Global are disrupting the B2B marketplace by delivering an exceptional omnichannel experience, as well as leveraging an ecosystem of cloud partners to expand their business solutions portfolio and create new revenue streams. In this session, Liberty Global will share their vision and strategy and how they partnered with Salesforce in this journey.

    • 10:45 am
      Morning Refreshments
    • Using Intelligence to Support Real Experiences
      Chair: Pierre Blanchard, President, PRBL Advisory
    • 11:15 am
      CASE STUDY: Building Loyalty with Data: Moving from Price Led Acquisitions to Brand Led Retention
      Mark Chaimbault,
      Head Of Customer Analytics, Three UK
    • 11:35 am
      EXPERT INSIGHT: Integrating Machine-Learning and Artificial Intelligence into the Fabric of your Core Customer Care
      Yves T’Joens,
      Vice President, Head of OSS Suite & Technology, Nokia
      • Examining how “proactive bots” can scour the network, devices and services to recognize fault signatures and proactively fix issues before customers are impacted
      • Discussing the importance this transition as IoT based devices and services proliferate the market place and how organizations are investing in programmable network operating and augmented cognition systems
      • Identifying new capabilities and providing a sneak peek into the work happening in Bell Labs that is changinge the way we provide customer care
    • 11:55 am
      CASE STUDY: Collaborating with AI for Successful Multi-Channel Customer Experience Management
      Tomoaki Yamazaki,
      Senior Manager of Customer Service Department Innovation Group, NTT Communications
    • 12:15 pm
      PANEL: Leveraging Operational and Machine Intelligence to Transform the Customer Experience
      Souhail Haddaji,
      VP Transversal Programs Execution, du
      Dominique Seminel,
      Customer and Employees Digital Experience - Group Project Manager, Orange
      Dr. Roger Brooks,
      Chief Scientist, Guavus
      David Yates,
      Vice President, Product Management, Guavus
      Kevin O’Brien,
      VP, Application Development, Comcast
      • Leveraging machine intelligence as a key enabling technology to help transition from a legacy network operations model to a software-driven and service-oriented approach
      • Enabling the network connect seemingly unrelated data to identify potential issues and fully automate operational decisions to proactively take steps to fix them
      • Using operational intelligence and cognitive reasoning to improve service assurance and enable self-service capabilities
      • Adopting artificial intelligence to drive smarter and more productive core consumer service
    • 12:45 pm
      Networking Lunch
    • Going Virtual: Adopting an Agile Approach to Customer Centricity
      Chair: Fraser Pajak, CEO, QuEST Forum
    • 2:00 pm
      PANEL: Delivering the Right Digital User Experience: Identifying Critical Factors for Success
      Rigas Parathyras,
      Sr. Manager Digital Architecture Services, Liberty Global
      Maud Levavasseur,
      Head of Digital Customer Relationship Solutions and Customer Knowledge, Orange
      Akhil Kapoor,
      Chief Solutions Architect, Ericsson
      Andrea Canessa,
      Director, Industry Solutions Product Strategy, Oracle
      Paul Spoors,
      Head of Business & Technology Integration, Spoors Consulting
      • Accelerating the design and launch of new services
      • Identifying how experimentation in a software driven world is leading to new and innovative products
      • Lowering the cost of service delivery
      • Managing network services end-to-end across hybrid networks
      • Supporting partner ecosystems for new digital services
    • 2:30 pm
      EXPERT INSIGHT: Subjective Versus Objective Customer Experience: Solving the “Red-Green” Problem
      Fraser Pajak,
      CEO, QuEST Forum
      Maria Eriksson,
      Senior Director of Management Frameworks, Ericsson

      Carriers tend to measure experience through Network and Service indicators (Objective data), sometimes based on several hundred measures. Customers on the other hand, judge the experience on a combination of Objective and Subjective measures, and on their specific expectations. Sometimes this leads to a great scorecard result (“green”) and a less than satisfactory customer perception (“red ”). This personation will show you  how to solve the red-green problem and focus on the vital few measures that really drive customer experience and perception.

    • 2:55 pm
      CASE STUDY: Engaging B2B Customers to Offer a Differentiated Experience
      Ahmed Gharawi,
      GM, Enterprise Customer Experience Excellence, STC
      • Examining the B2B business journey at STC  from its inception, growth and current positioning
      • Defining B2B customer segments and their different requirements and preferences
      • Understanding the specifics and the complexities involved in serving i of the B2B segment
      • Leveraging  digital enablers to engage the B2B customers for a differentiated experience
      • Identifying the guiding principles for engaging B2B customers
    • 3:15 pm
      CASE STUDY: Realizing the Benefits of NFV & SDN for Customers
      Amit Kapoor,
      Senior Product Manager, Verizon
      Ravi Vaidyanathan,
      Head of Portfolio, Digital Business Systems, Ericsson
      • Onboarding and validating VNFs and launching services rapidly to meet customer demand for personalization
      • Model driven service lifecycle management and provisioning of hybrid services
      • Customer self-care, real-time monitoring and policy-driven corrective actions
    • 3:35 pm
      Afternoon Refreshments
    • Tracking Digital Footprints: Capturing the Elusive 360 Degree view of your Customer
      Chair: Paul Morrisey, Ambassador for Big Data Analytics and Customer Experience, TM Forum
    • 4:00 pm
      CASE STUDY: Generating an Integrated, Standards-Based Approach to Connect all Customer Endpoints
      Gabriele Scarponi,
      Chief Information Officer, Sky Italia
      Dan Ford,
      SVP and General Manager Communications and Media, Vlocity
      • Providing your agents a complete view of the customer and an intelligent guided processes aligned to TM Forum standards
      • Delivering omnichannel cloud BSS applications that transform and enhance the customer experience, improve productivity, and dramatically reduce operating expenses
    • 4:25 pm
      CASE STUDY: Escaping the Labyrinth: KPN’s Simplification Program for Tracking your Customer’s Journey
      Bouke Hoving,
      Executive Vice President Simplification & Innovation, Royal KPN N.V.
      • How to re-design a future proof core operating model and what needs to be done to make it happen fast
      • Becoming a customer-centric, digital organization that ensures uniform, excellent customer experience across all channels for all services
      • How to deal with your legacy and what to do about it
    • 4:55 pm
      CASE STUDY: Redesign your Customer Journey through Modernized BSS
      Pascal Koster,
      Director, CEO and Co-Founder, JOIN Experience S.A. (Luxembourg and Belgium)
      Cao Zhenzhong,
      Head of BSS Product Line, ZTEsoft
      • Driving higher level of customer experience through redesign of customer journeys and interactions
      • Offering personalized products and services, pleasing customers and differentiating themselves from others
      • Uplifting internal user experience through excellent system performance plus consolidated view of customers
      • Optimizing and reducing infrastructure costs for long-term digital implementation
    • 5:15 pm
      CASE STUDY: Connecting Customers, Partners and Employees to Drive Simplicity and Service at Liberty Global
      Richard Britton,
      CEO, CloudSense
      Joris Vollebergh,
      Business Services Director CRM, Liberty Global
      • Improve Relevance - Drive radical digitization, reduce time-to-market & measure and multiply our customer touch points
      • Improve Consistency - Increase visibility & efficiency with a simple set of common PE KPI’s & real-time reporting
      • Build on Simplicity - Consolidate systems and improve our CRM capabilities, enabling a 360 degree view of our customer`s
      • Increase Sales & Service Effectiveness - Enable more channels & provide a seamless Omni-channel customer experience from lead to payment
      • Provide the Best Customer Experience - Gain an in-depth knowledge about our customers at each point of contact
    • 5:40 pm
      End of Conference

    Analytics Live!

    • Analytics Powered Innovation: Driving success with Data
      Chair: Ken Koffman, CTO, QuEST Forum
    • 9:00 am
      Welcome Remarks from Track Sponsor
      Benedict Enweani,
      Director of Business Development, EXFO
    • 9:05 am
      FEATURED PRESENTATION: The New Vs of Big Data
      Florence Broderick,
      Global Head of Marketing and Communications LUCA (Telefónica Data Unit), Telefonica
      • Showcasing real-world examples of value created by Big Data
      • Detailing the journey on how major organization are truly becoming data-driven
      • Developing methods and best practices to address challenges during the journey
    • 9:30 am
      FEATURED PRESENTATION: Data Driven Innovation – Keys to Success
      Mary Kyriakidi,
      Director for the Media and Entertainment Industry, GfK
      • Identifying a number mission critical areas that companies must address if they are to transform to become more data driven
      • Realizing the benefits from connecting, combining, and analyzing pools of data from various sources
      • Overcoming challenges posed by sheer volume and variety of data, sources, data definitions and extraction intervals to deliver highly relevant and high-quality information
      • Investigating new tools and technologies that make it easier and cheaper to extract, model, enrich and anonymize data using analytics
      • Understanding the potential value of your data to external parties
    • 9:55 am
      FEATURED PRESENTATION: From Provider to Partner – how Data is Changing the Relationship between an Insurer and its Customers
      Takehiro Nakayama,
      Chief Data Officer & Head of Smart Data, AXA Life Insurance Co., Ltd.
      • Deriving business value from various health data
      • Incorporating state-of-the-art machine learning to develop advanced risk management
      • Providing personalized suggestions/opportunities for health promotion
      • Discussing the influence of blockchain technology on the future direction of insurance business
    • 10:20 am
      Vodafone and EXFO Ontology: Empowering your people to deliver
      Jonathan Smith,
      Senior Manager, Billing, Integration, Data & EDGE-Wholesale Domains, Vodafone
      Benedict Enweani,
      Director of Business Development, EXFO
    • 10:45 am
      Morning Refreshments
    • Bringing intelligence to IoE
      Chair: Ana Weber Ph.D, President and Founder, E-Play Corp
    • 11:15 am
      EXPERT INSIGHT: Deep Learning and Topological Data Analysis for IoT
      Edward Kibardin,
      Head of Data Science, Mitie PLC
      • Analysing and segmenting very complex and high-dimensional data like use behaviour or sensors data
      • Developing a simpler way to get insights from complex data and archive results
    • 11:40 am
      CASE STUDY: Mobile data to drive relevance in the outdoor media market: Creating actionable insights from big data
      Nick Henthorn,
      Commercial Director, Private Sector, Telefónica UK
      Mick Ridley,
      Chief Data Officer, ExterionMedia
      • Building a data environment that can manage the complexities of Big Data in the mobile market
      • Demonstrating transparency and building trust and relationships with customers
      • Creating insights from mobile big data to enable clients and businesses to unleash innovation, efficiencies and monetization opportunities
      • Future developments – using API’s and real time data to enable faster access to actionable insights
    • 12:00 pm
      Analytics and Your Dinner Plate – how One Start-Up is Conquering a €18 Billion Problem
      Rahul Tomar,
      CTO & Co-Founder, Tsenso GmbH
      • Enabling wholesalers and retailers to make decisions on quality assurance and determine weak spots within the supply chain
      • Benefiting from a higher level of transparency which reduces costs, leads to increased trust and less wastage at all stages of the supply chain
    • 12:20 pm
      CASE STUDY: Improving Customer Experience and Sales Effectiveness with Predictive Analytics at Virgin Media
      Chris Coleman,
      Head of Sales Capability & Enablement, Virgin Media (Liberty Global)
      Andy Baer,
      SVP Communications & Media,
      • Leveraging cloud platforms to capture and analyze real time customer behavioral and transactional data in the cloud
      • Creating actionable, predictive intelligence to optimize business processes, increase productivity and effectiveness, and most importantly, improve customer experience
      • Optimizing the customer journey and dramatic increase in sales effectiveness across all channels
    • 12:45 pm
      Networking Lunch
    • Best Practices for Leveraging Big Data to Increase Intelligence
      Chair: Paul Morrisey, Ambassador for big Data Analytics and Customer Experience, TM Forum
    • 2:00 pm
      CASE STUDY: Data Monetization – Making Data Work for You at du
      Dr Dirk Jungnickel,
      Senior Vice President - Business Analytics, New Business Innovation, du
      • Providing extensive mobile QoS measurements and granular, subscriber-level location analytics
      • Enabling location-based data monetization to provide insight ‘products’ to large retailers
      • Adopting data lakes as cost-effective, highly scalable architectures for collecting and processing massive volumes of data and data types
    • 2:20 pm
      CASE STUDY: Using Artificial Intelligence at Telstra – Telstra’s Strategy and Journey
      Kieran O’Meara,
      Director Technology Design and Delivery, Telstra
      Avi Kulshrestha,
      Europe Head – Communications Media, Entertainment & OEM Business, Infosys Ltd.
      • Leveraging AI to support business processes
      • Shifting from Chat to Messaging and why it matters for AI
      • Demonstrating how big data plays a part in transforming customer experience
    • 2:40 pm
      CASE STUDY: Realizing the Potential of Machine Learning
      Hervé Bouvier,
      Project Director, Orange
      Andreas Polz,
      CTO Infonova R6, BearingPoint
      Pauline Maury,
      Senior Data Scientist, BearingPoint
      • Quickly and automatically analyze bigger, more complex data, deliver faster, more accurate resultsand produce reliable and repeatable decisions
      • Focusing behavioral analysis to spot and predict potential “abnormal” events at an early stage
      • Identifying and mitigating security threats using predictive analytics and machine learning to catching attacks that elude static preventive defenses.
      • Optimizing your omnichannel initiatives by better understanding customers and their journeys, offering smart recommendations and providing service and support
      • Supporting network orchestration automation and management and end-to-end transaction traceability across the network and OSS/BSS environment
      • Automating real-time analytics in orchestrating services from end-to-end In a virtualized world
    • 3:00 pm
      Network Operation 2.0: Joining the Dots for Better Decision Making
      Aitor Ibarguen,
      O&M Director, Euskaltel Group
      Roman Martinez-Rubia,
      Director of Service Business, ZTE
      • Evaluating network quality over grids on GIS map based on accumulative customer experiences and automating network optimization for consistent customer experiences
      • Providing the traceability of voice and MBB service quality degradations for each individual user to understand the true issue  when dealing with reactive care
      • Monitoring the QoE for targeted customer groups so as to  initiate proactive care upon identification of QoE degradations in near real time
      • Taking a cautious approach to segmentation focusing on the MBB services and areas that provide the greatest revenue without missing the big picture
      • Provision of servcie, usage and terminal insights in supporting sales and marketing activities
    • 3:20 pm
      CASE STUDY: Process Mining – a Disruptive Approach to Enhancing Enterprise Business Processes and Operational Performance
      Patrick Charra,
      CIO, Orange Caribbean
      Cécile Thuault,
      Founder, sOftbridge technology
      • Detailing how big data machine learning and process mining technologies are used in Orange Caribbean’s “order to cash” process
      • Implementing process mining practices to analyze data logged by information systems to discover, control and optimize business processes
      • Building the processes instances and characterizing them to identify the business process “as it is” in the real life
    • 3:40 pm
      Afternoon Refreshments
    • Ecosystem Risk Management: Moving Towards Truth, Trust and Data Governance
      Chair: John Wronka, Senior Director - CIOO Quality, Nokia
    • 4:00 pm
      CASE STUDY: The Growing Role of the CDO
      Phill Radley,
      Chief Data Architect, BT
      • Understanding the evolving role the CDO will play in the boardroom and how will the c-suite must work together to develop the long-term information strategy and governance needed to improve data transparency and generate business insights
      • Examining how Chief Data Officers are impacting the way their companies think
      • Discussing top organizational challenges and what happens when Network Engineering and IT converge
    • 4:25 pm
      CASE STUDY: From Privacy to Profit – Addressing Customers’ Changing Sentiments on the Value of their Data
      Brendan O’Reilly,
      CTO, Telefónica UK (O2)
      Stephen Bowker,
      CEO & Co-Founder, Cardinality
      • Examining how consumers are increasingly realizing how valuable their data is, and how this will shift the conversation in the near future
      • Establishing mutually beneficial privacy rules with consumer input to determine who and how data with be accessed and under what conditions
      • Finding the balance between privacy rights, customer wants and the delivery of effective and profitable services
    • 4:50 pm
      CASE STUDY: Data Governance – an Ever-Evolving Goal
      Robin Goad,
      Head of Analytics, Financial Times
      • Assessing your current state and develop plans to achieve an appropriate level of maturity in governance over a period of time
      • Integrating comprehensive and robust data governance policies and practices as governments add increased regulations on compliance and privacy
      • Outlining a comprehensive governance process for Big Data Management along with a roadmap of how to achieve a high level of maturity in this area
    • 5:10 pm
      CASE STUDY: Maximizing Revenue Assurance through Agile Analytics
      Andreas Manolis,
      Head of Strategy & Risk, Group Revenue Assurance, Group Transformation, BT Group Finance
      • Delivering improved value return through acceleration delivery time lines and agile development methodology
      • Exponentially accelerate revenue assurance coverage of products and services and progress up the maturity rating of TM Forum’s Revenue Assurance Maturity Matrix
      • Improving billing RFT quality for the business and the customer
    • 5:30 pm
      End of Conference

    Digital Platform Economy and APIs Live!

      Chair: Joann O’Brien, VP APIs & Ecosystem, TM Forum
    • 9:00 am
      CASE STUDY: Designing Platforms – the Key Characteristics of a Platform
      George Glass,
      Chief Systems Architect, BT
      • Determining how the platform will create value and interactions
      • Ensuring that the platform is configurable, extensible and software defined
      • Ensuring the platform infrastructure is plug and play
      • Providing context awareness of services, customers, resources and intelligence
    • 9:25 am
      EXPERT INSIGHT: Launching a Successful Digital Platform
      Jonjie Sena,
      Senior Director of Product Marketing, Neustar
      • Ensuring that the connections between people, places and things can be trusted when building the digital platforms
      • Addressing the ‘trust’ gap across the ecosystem with capabilities to authenticate connections and ensuring the security and integrity of the data being shared
      • Leveraging the experience of leading technology companies, CSPs and enterprises to develop and test standards and solutions to provide authenticated identity and context for trusted connections
    • 9:50 am
      CASE STUDY: Digital Identity – Liberty Global’s Transformation Journey
      Henry Minogue,
      European Director, Consumer Solutions Transformation, Liberty Global
      Gemini Waghmare,
      Founder and CEO, UXP Systems
      • Managing the digital transformation successfully by addressing the key issues:
        • Identity Management over Customer Management
        • Simple subscriptions and user data over complex charging
        • Service entitlements over ordering and provisioning
        • Deep learning and AI over analytics & reporting
      • Outlining how Liberty Global is implementing a “digital BSS” stack, placing digital identity at the forefront of their transformation plans


    • 10:15 am
      EXPERT INSIGHT: Standardizing and Enabling Interoperability whilst Enabling Platform Business Model Innovation
      Greg Tilton,
      Founder & CEO, DGIT Systems
      • Examining dynamic API implementation where the very same TM Forum standard APIs can be used for many platform offerings
      • Detailing how standard APIs can be used to take new innovative offering to market without IT effort
      • Highlighting real world Implementation experience applying TM Forum Frameworx and APIs to platform businesses
    • 10:45 am
      Morning Refreshments
    • 11:15 am
      EXPERT INSIGHT: Identifying Attractive Platform Business Models – how to Take Actions in the Right Fields Of Play
      Armin Iskander,
      Founder and Managing Partner, Iskander Business Partner
      Philipp Thomaschewski,
      Digital and New Business Model Development, Iskander Business Partner
      • Presenting methods to identify relevant digital platform business models and startups in a structured approach
      • Showing examples from the wholesale and payment industry
      • Giving advice on how to integrate them in the operational business
    • 11:45 am
      CASE STUDY & DEMO: New Innovative Voice Services Faster with Start-Up Cooperation
      Ruediger Baumann,
      Founder & CEO, 23numbers GmbH
      • Live presentation of 23numbers service
      • Developing Innovative Business models and new MVNO styles
        • enabling new and additional monetarization opportunities of network infrastructure
        • achieving faster go-to-market with partner using open network APIs
        • serving new customer segments
        • fighting back against OTP players with quality of service
      • Disposable mobile numbers self-service
        • how does it work?
        • use cases
        • what else can we do with it? – Roadmap
    • 12:15 pm
      EXPERT INSIGHT: Using GeoServices in Digital Platform Economies
      Patrick Huls,
      Technical Evangelist – Telecommunications & Cable, Esri
      • Utilizing geoservices in a real implementation to support high volume, high velocity IoT data
      • Deploying geoservices in a containerized, microservices based, location platform architecture
      • How to use the same location platform architecture to support both business operations and IoT services
    • 12:45 pm
      Networking Lunch
      Chair: Wouter Stroetinga, Director, Telecom Business Consulting Practice, Everis
    • 2:00 pm
      EXPERT INSIGHT: Open APIs – Turning Business Strategy into Reality
      Dominique Palombieri,
      Manager, Enablement & Partner Programs, Oracle Communications
      • 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?
    • 2:25 pm
      EXPERT INSIGHT: API & Integration – A backbone of Digital Transformation
      Shekhar Kulkarni,
      Chief Digital Architect, Huawei
    • 2:50 pm
      PANEL & PRESENTATIONS: Orchestrating a ‘Developers & Drone as a Service” Platform Based Business Models for SDN/NFV with Open APIs
      Dr. Lester Thomas,
      Head of Systems Architecture Center of Excellence, Vodafone Group
      Sailaja Pramidi,
      Senior Principal Architect, Infosys
      David Warnock,
      Director Europe, Centina
      Alan Byrne,
      SPO Innovation Center Leader, Huawei

      Introductory presentations with video, followed by panel session.

      • Why are platform based business models been championed by Vodafone and what ecosystems are you building?
      • Why did you look at ‘Developer and Drone as a Service’ scenarios in particular and why is infrastructure enablement important?
      • Why is orchestration and assurance core to infrastructure enablement?
      • What Open API’s were leveraged and what new API’s were contributed to the TM Forum to realize this scenario?
      • What are the challenges to achieve the agility that Vodafone is looking for and how are you looking to overcome them?
      • Tell us more about the innovation journey, why did you start with the “Digital SME”, why “Do Drones dream of Electric Sheep” and what’s next?
    • 3:30 pm
      Afternoon Refreshments
    • 4:00 pm
      EXPERT INSIGHT: Understanding how the UX Impacts the Success of Digital Platforms
      Alberto Pizarro,
      Head of Digital Experience, Everis
    • 4:20 pm
      TM FORUM INSIGHT: Introduction to the Open API Program and the Enabling Capabilities for Platform-Based Architectures
      Joann O’Brien,
      VP, APIs & Ecosystems, TM Forum
      Pierre Gauthier,
      Chief API Architect, TM Forum
    • 4:50 pm
      PANEL: The Future of Platforms and Platform Business Models
      Riccardo Botta,
      Director of Production, Broadcast & Creative Hub, Sky Italia
      Gemini Waghmare,
      Founder and CEO, UXP Systems
      Chris Lewis,
      Managing Director, Lewis Insight,
      Founder, Great Telco Debate
      • How will the evolution of the Cloud, the IoT and Big Data drive platform business models?
      • How will ecosystems and interactions between the different participants evolve?
      • What new opportunities will emerge for value creation and capture?
    • 5:30 pm
      End of Conference

    TM Forum Theatre

    • 10:00 am
      Partnering Platform for MEF Services
      Daniel Bar-Lev,
      Director Office of the CTO, MEF
      Mark Spoestra,
      Head of Engineering, DGIT

      This Catalyst will show how one common set of TM Forum APIs can be used for a range of service types and integrations scenarios including Sonata, Interlude, Legato and Presto from MEF 55.


    • 10:30 am
      Dynamic Asset Management for SDN/NFV Transformations, Phase 2
      John Brooks,
      Vice President, Product Portfolio, Subex

      Building on the success of Phase 1, where SDN/NFV transformations were incorporated into analytics that provided network investment intelligence to the operator across a large geographic region, Phase 2 now dives deep into Investment Intelligence for a metropolitan geography.  This catalyst has created and implemented a new Investment Intelligence model, to be included in the next release of GB993, that will guide operators to analytical and data-driven decisions on SDN/NFV transformations covering 4 types of entities (Residential, SMB, Enterprise, and Tourism) in a highly dynamic city region.  By prototyping new, advanced technologies including vBox, vCPE, and SDWAN, incorporating extensive analysis data and modeling it appropriately, this catalyst will show a direct, clear roadmap of investment that yields the most powerful and compelling operator ROIs, based on various business drivers.

    • 11:00 am
      One-Touch Service Creation For Zero-Touch Orchestration
      Vincent Seet,
      Head, Enterprise Architecture, Globe Telecom

      This project seeks to address a long standing pain point of service providers which is the long turnaround time to offer new services into the market. A large component of this effort is the highly manual processes of configuration of the various catalogues as well as relevant network elements and IT systems. It would be ideal if such processes could be centralized and automated with minimum human intervention as far as possible.


    • 11:30 am
      Building closed-loop automation solutions with Hybrid Network Orchestration Platform and open APIs
      Wim Gerrits,
      CEO & Founder, NetYCE

      This Catalyst will demonstrate the business benefits of 'closed-loop hybrid network automation & assurance, including:

      • reduce time to develop new services from months to days
      • reduce time to deploy new services from weeks to minutes
      • eliminate manual errors & first time right deployments
      • automate Zero touch provisioning
      • automate NMS/OSS integrations & processes
      • automate infrastructure upgrades & migrations
    • 12:00 pm
      Smart City on the Edge
      Nektarios Georgalas,
      BT Intel Co-lab Director, BT

      The IoT Data Hub underpins a Digital Ecosystem in a city environment. It allows multiple customers to create a value chain that enables the trade (supply and consumption) of data. This facilitates the development of innovative data-intensive services (using analytics) that can be used to drive business efficiencies.  For this approach to scale in an operationally efficient manner for all involved parties (including City, Service Provider and 3rd parties), more control and flexibility needs to be introduced nearer the customer edge/premises.  Specifically, IoT services may need to be provided close to the ‘things’ because there are specific:

      1. Latency issues – some time-critical applications cannot wait for the data to be sent to remote data centers with the latency this injects
      2. Availability & resilience issues – the applications need to be high availability and cannot be dependent on the availability of the backhaul service
      3. Cost – the service provider wants to derive essential information on the edge device rather than transmit high volumes of data, over expensive links, for processing in the data center

      In order to achieve this goal this Catalyst aims to apply Edge Computing capabilities to Data Hubs in order to provide programmable, general-purpose IoT compute environments at the customer edge in support of de-centralised control logic deployment and multi-tenancy.  

    • 12:30 pm
      Optimization of the Interaction Centre from the Agent Perspective
      Paul Morrissey,
      TM Forum Ambassador & Head of Big Data Analytics Group, TM Forum

      This Catalyst plans to look at optimizing the agent journey model of the Interaction Centre of the Future through analytics, machine learning and AI.


    • 1:00 pm
      Connected Citizens: Life in a Green, Clean, Smart City
      Christian Maître,
      CIO Deputy, IT Modernization, Orange Group
      Randy Frantz,
      Telecommunications Industry Strategy Lead, Esri

      This Catalyst extends the IoT foundation ecosystem created for the award winning Smart Life Catalyst. It is designed to deliver a broad range of Smart Digital Services for cities and communities. Cities want to engage with and better serve their citizens. IoT can help them deliver a safer environment while providing vital services and optimizing resource usage in a sustainable manner. The Connected Citizens Catalyst demonstrates how to build stronger communities through a better educated population, deliver critical health and social services, foster behavioral understanding and improve the environment. Critical deliverables include partner onboarding, security, service provisioning and geolocation services (geo fencing and geo analytics) all through an open digital platform that is easy to configure and even easier to use. The catalyst will also demonstrate the ability to develop many digital applications.

    • 1:30 pm
      TM Forum Open APIs
      Joann O’Brien,
      VP, APIs & Ecosystems, TM Forum
      Pierre Gauthier,
      Chief API Architect, TM Forum
    • 2:00 pm
      Omnichannel Collaboration Catalyst- Phase III
      Tian Ye,
      Marketing Manager, Software Product Line, Huawei

      The objective of this catalyst is to leverage IoT innovation seen in the champion - China Mobile’s “BIG CONNECTION” strategy to expand more channels for operators so that they can improve customer service experience and gain new revenue.

      To do this, the catalyst will be specifically focused on developing a Voice Connected Ecosystem with smart speaker and introduce a virtual voice assistant customer journey bassued on a voice connected ecosystem supported by BSS and API openness capability.

    • 2:30 pm
      Enabling GDPR Compliance for Operators
      Atul Ruparelia,
      Gyorgy Lajtai,

      There are considerable challenges in organizing operator systems to ensure compliance to this regulation, and stiff penalties, including fines of up to 4% of global Operator turnover, if compliance is not achieved.

      In this catalyst, some of the world’s leading operators and industry innovators collaborate to solve the GDPR challenges while capitalizing on new digital opportunities.


    • 3:00 pm
      Data Anonymizing API
      Stephen Bowker,
      CEO & Co-Founder, Cardinality

      The catalyst aims to design a set of APIs that can anonymize data, to enable use of public cloud machine-learning/AI platforms for data analysis without the risk of exposing network/user data. This requires development of open-APIs that can translate data between a private network and any public cloud.

  • 6:00 pm
    Night Live!

    Cheers! We’re bringing the networking to the streets of the Flower Market. Join attendees, speakers, exhibitors from 6 pm for drinks, canapes, fun and networking at Night Live!
    Open to everyone with an event badge, TM Forum Live! has secured the following bars for attendees to mix and mingle. Get there early, as space is limited per venue.

    • Ma Noland’s Irish Pub
    • Bistrot de l’Opera

    There are limited number of drink vouchers available for Platinum, Gold, Speaker and Media pass holders and your TM Forum Live! badge on must be worn to gain entry.

Day 4

May 18, 2017

  • 9:00 am
  • QuEST Forum EMEA Service Providers and Suppliers Summit (Free for ALL attendees)

    Collaboration Live!


    Workshop: Digital Transformation Journey (Invitation only)

    QuEST Forum EMEA Service Providers and Suppliers Summit (Free for ALL attendees)

    • 8:00 am
      EMEA Service Providers and Suppliers Summit

      8:00AM Registration & Coffee Service

      8:50AM Housekeeping
      Rebecca McVeigh, Chief of Staff, QuEST Forum and Megan Crawley, Executive Director, Marketing and Sales, QuEST Forum

      9:00AM Keynote Presentations
      QuEST Forum / TM Forum Collaboration
      Speaker: Fraser Pajak, CEO, QuEST Forum

      9:30AM Keynote Presentation
      Speakers: Maria Eriksson, Senior Director of Performance Frameworks, Ericsson and QuEST Forum Executive Board Director ; Petter Jartby, EVP and Head of Etisalat Global Customer Unit, Ericsson

      10:00AM Keynote Presentation
      “Vision 2020 and WCX”
      Speaker: Deepti Arora, Chief Quality Officer, NOKIA and QuESTForum 2017 Executive Board Chair

      10:30AM Keynote Presentation

      11:00AM Morning break – for all attendees

      11:30AM Executive Presentation

      12:00PM Executive Presentation
      Etisalat – TL Journey

      12:30PM Lunch – for all attendees

      2:00PM Executive Presentation
      KPI Team

      2:30PM Executive Presentation

      3:00PM Executive Presentation
      NFV/SDN QF Strategic Board Project
      Speaker:  John Wronka, Quality Senior Director, NOKIA and QuEST Forum Oversight Work Group Co-Chair

      3:30PM Executive Presentation
      Speaker: Leroy Blimegger, Jr., PhD, Global President, Assurance & Managed Services Huawei Technologies Co., Ltd.

      4:00PM Afternoon Break – for all attendees

      4:30PM Executive Presentation
      CTO Update and TL 9000 Roadmap
      Speakers: Ken Koffman, CTO, QuEST Forum
      Dave Sanicola, President, The DESARA Group and QuEST Forum Executive Board Director

      5:00PM Executive Presentation
      QuEST Forum Operating Update
      Speaker: Fraser Pajak, CEO, QuEST Forum

      5:30PM Conference Close
      Speaker: Fraser Pajak,CEO, QuEST Forum

      6:30PM Executive Networking

      8:00PM Roundtable – by invitation – off site (by Invitation Only)

    Collaboration Live!

    • 10:30 am
      Collaboration Live!

      Collaboration Live! gives you the opportunity to have a final deep dive with Catalyst service provider champions, pick their brains on why they got involved, ask questions or even pitch your ideas for a Catalyst project!

      This session is fully interactive so come prepared with your questions and thoughts.


    • 9:00 am
      The Takeaway – Customer Centricity & Analytics

      Review the week from a customer centricity & analytics perspective 

      • Key learning points, takeaways and do differently from sessions workshops and catalyst
      • What are the specific assets that would accelerate business success over the next 12 months.
    • 9:00 am
      The Takeaway – Internet of Everything

      Review the week from an IoE perspective 

      • Key learning points, takeaways and do differently from sessions workshops and catalyst
      • What are the specific assets that would accelerate business success over the next 12 months.
    • 9:00 am
      The Takeaway- Agile Business & IT

      Review the week from an Agile IT & Operations perspective 

      • Key learning points, takeaways and do differently from sessions workshops and catalyst
      • What are the specific assets that would accelerate business success over the next 12 months.

    Workshop: Digital Transformation Journey (Invitation only)

    • 2:00 pm
      The Digital Transformation Journey Workshop

      Chairman: Mark Newman, Chief Analyst, TM Forum

      Part one: Together we plan & design

      2:00 pm Introduction and industry overview
      This introductory presentation will give an overview of TM Forum’s work with its members on the broad topic of digital transformation. It will highlight key programmes and results achieved as well as provide information on how to contribute to ongoing work to enable and optimize digital business.
      Speaker: Mark Newman, Chief Analyst, TM Forum

      2:20 pm Together we connect to a better future
      Content tbc.
      Speaker: Michael Wang, Director of Product & Solution Marketing, ZTEsoft
      Part two: Together we think & talk

      2:40 pm Presentation
      Rickard Damm, Head of Innovation at Telia Company will share views and experiences on digital transformation in the company with an emphasis on becoming a fully-fledged Digital Service Provider, the development of a platform strategy and entering the IoE marketplace.
      Speaker: Rickard Damm, Head of Innovation, Telia Company

      3:00 pm Interactive round table discussions
      Delegates will be seated at round tables and will discuss various points inspired by the presentation (tbc). Each table will discuss the same points, but outcomes will vary depending on the mix of experience and insight at each table.

      Each group will select a spokesperson to provide the feedback.

      • What are the main barriers to becoming agile enough to compete in the fast-paced IoE and digital services marketplace?
      • How to steer your digital transformation internally to enable rapid innovation and implementation
      • What are the main solutions available to leverage to ensure success on your digital transformation journey?

      3:20 pm COFFEE BREAK

      3:45 pm Feedback session
      The selected spokesperson from each table will share the outcomes of their exchanges with all delegates. These outcomes will be recorded on a flipchart by the chairman.

      4:05 pm Presentation
      Joost Fonteyn, Head defining a vision towards digital transformation in their company with an emphasis on customer experience and agility through personalized self-servicing capabilities in the BSS as well as in the OSS domain.

      • What is the Excite Program and how is the Digital Journey incorporated?
      • Steps to define the vision
      • Where are we today?

      Speaker: Joost Fonteyn, Head of Enterprise Business Systems, Proximus

      4:25 pm Interactive round table discussions
      Delegates will be seated at round tables and will discuss various points inspired by the presentation (tbc). Each table will discuss the same points, but outcomes will vary depending on the mix of experience and insight at each table.

      Each group will select a spokesperson to provide the feedback.

      • Why is customer centricity so vital in today’s digital and communications’ marketplace?
      • How can you achieve an internal culture of customer first and imbue this across every department and service?
      • What technology and solutions are needed to enable this and what are the challenges to adopting these?

      4:55 pm Feedback session
      The selected spokesperson from each table will share the outcomes of their exchanges with all delegates. These outcomes will be recorded on a flipchart by the chairman.

      Part three: Together we expect & act

      5:15 pm Conclusion
      Recap of the afternoon’s presentations, discussions and conclusions presented by the chairman.
      Speaker: Mark Newman, Chief Analyst, TM Forum

      5:20 pm Closing remarks
      Senior representative from ZTE to provide some closing remarks on the general topic and scope of digital transformation.
      Speakers: Ben Zhou, CEO International, ZTEsoft
      Fu Jianjun, Head of Strategy & Marketing, ZTEsoft