Three C-Level telco speakers will be sharing their vital view on implementing a successful CEM programme at Customer Experience Management (CEM) in Telecoms World Summit 2015 which will be held from 13-14 August 2015 in Singapore.

The theme of this summit is ‘Driving Customer Loyalty and Reducing Churn through Embedding A Customer-Centric Culture Across Your Business’.

Singapore (June 24, 2015) / — Three C-Level telco speakers will be sharing their vital view on implementing a successful CEM programme at Customer Experience Management (CEM) in Telecoms World Summit 2015 which will be held from 13-14 August 2015 in Singapore.
These three C-Level telco speakers are:
• Nashad Emir, Chief Customer Experience Officer, Celcom, Malaysia
• Rebecca Eclipse, Chief Customer Experience Officer, Globe Telecom, Philippines
• Brenda Lynn Dichoso, Chief Customer Care Officer, Smartfren Telecom, Indonesia

They will be sharing their views on the following key issues :

Creating An Internal Culture Change and Organisational Transformation around Customer Insight and Experience-Keeping

• Approaching integration in different areas, technologies and systems
• Ensuring that CEM activities are at the heart of all decision-making processes within the organization
• Enhancing Customer Experience through Excellent Billing Communications
• Using CEM systems to draw information and insights from cross-organisational sources

The following key issues will be addressed in depth with necessary Real World Case Studies at this summit:
• Achieving A Sustainable and Competitive Advantage within An Increasing Challenging Business Environment
• Operator Keynote Address – Operationalising Customer Experience in the Digital Age
• Embedding A Customer-Centric Culture Across Your Business
• Operator Case Study – Building A Customer First Culture
• Operator Case Study – Using Technology to Put Customer First
• Operator Case Study – Aligning Department-Level and Corporate-Wide Customer Experience Objectives
• Creating An Internal Culture Change and Organisational Transformation around Customer Insight and Experience-Keeping
• Approaching integration in different areas, technologies and systems
• Ensuring that CEM activities are at the heart of all decision-making processes within the organization
• Using CEM systems to draw information and insights from cross-organisational sources
• Driving Customer Loyalty & Reducing Churn
• Operator Case Study – Loyalty & Retention: What is the Linkage?
• Leveraging the Customer Experience to Drive Brand Loyalty
• Operator Case Study – Examining Why and How to Develop Customer Experience Initiatives Specifically Geared Towards Retaining Customers
• Deciphering & Resolving Next Generation Obstacles in Maximising Customer Loyalty
• How Can You Reduce Costs and Increase ROI from your CEM Investments whilst Still Offering An Optimal Customer Experience?
• How do you prioritise your CEM investments and accurately measure the ROI of your CEM initiatives in both the short- and long-term?
• How can you reduce staffing levels without compromising the customer experience?
• How can you use self-serve as a way to improve the customer experience whilst reducing costs?
• How can you reduce costs by minimising the complexity of your CEM initiatives?
• Which contracts can you re-negotiate with your partners in order to drive cost savings?
• Leveraging the Strength of Your Partners in the Mobile Chain to Design New Levels of Customer Experience
• Operator Keynote Address – Delivering A Positive Customer Experience at All Times by Providing the Best Support and Service Possible
• Putting the Customers at the Heart of Network Management
• Operator Case Study – Bridging the gap between marketing and technical departments to ensure a single full view of the customers
• Delivering Service Quality to Reduce Churn Rates
• How Can You Accurately Measure Your Customers’ Network Experience?
• What KPIs should you use to ensure that your technical department is working towards customer-centric KPIs rather than traditional technical KPIs?
• What data should you use to gain accurate reflection of the customer experience on your network?
• How can you successfully analyse network data to detect when a customer is experiencing a problem?
• What customer support channels should youo put in place to ensure that you can handle customers’ network issues?
• How can you manage the burden of handling negative customer experience that arise from apps that you do not own?
• Engaging Your Employees for Customer Centricity
• Operator Case Study – Contact Centres: Best Practices in Simplifying the Life of Employees and Enhancing the Customer Experience
• Operator Case Study – How to Ensure Better Customer Interactions Across All Touch Points?
• Operator Case Study – Customer Experience Management: Customer Complaints, Expectation, Current Challenges and Way Forward from Operator Perspective
• Operator Case Study – CHAT – Balancing Experience & Efficiency in Call Centres
• Implementation for Success

Companies/organisations representing the CEM in Telecoms Ecosystem will be speaking at this conference :

• Sachin Kumar Das, Vice President (National Head CS Mobility Operations), Aircel, India

• Alan Coleman, CEO, Brite:Bill, Ireland

• Nashad Emir, Chief Customer Experience Officer, Celcom Axiata, Malaysia

• Dr Suresh Ramasamy, Principal Consultant-Technology Strategy, DiGi, Malaysia

• Rebecca Eclipse, Chief Customer Experience Officer, Globe Telecom, Philippines

• Shah Alam Bhuiyan, General Manager and Head of Technology, Customer Complaints Management, Grameenphone, Bangladesh

• Willem Najoan, Head of Loyalty & Retention, Indosat, Indonesia

• Senior Director, NICE Systems

• Koert Breebaart, Senior Principal Value Engineering, SAP Asia, Singapore

• Brenda Lynn Dichoso, Chief Customer Care Officer, Smartfren Telecom, Indonesia

• Hasniza Mohamed, Head of Customer Experience, Telekom Malaysia, Malaysia

• Dian Ediana, Head of Planning & Process Management, Sub Dir Customer Care Management, Telkomsel, Indonesia

• Suphavadee Trakulboon, General Manager, True Touch, Thailand

• Ilya Kravtsov, Head of Commercial Strategy, XL Axiata, Indonesia

The conference website is :
http://www.symphonyglobal.com/index.php/event/page/customer-experience-management-2015/overview

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