Customer Experience Management (CEM) In TELECOMS World Summit 2012
27-28 September 2012 * Swissotel Merchant Court, Singapore
Creating Differentiation to Reduce Churn and Maximize Profit through Developing an Effective CEM Strategy
Encompassing:
• Customer Data Management & Analysis
• M2M Strategy for Customer Transformation
• Cloud Computing & Smart Platforms for boosting CEM
• Social Media CEM Strategy
• Differentiated Experience
• Innovation for Success
• and many more!
Gold Sponsor:
LogMeIn
Corporate Sponsor:
Clarity
Associate Sponsor:
DingLicom
Jasper Wireless
Nokia Siemens Networks
SAP
The NOW Factory
WDS
Customer Experience Management (CEM) in Telecoms World Summit 2012 will draw together highly-regarded expert speakers from across the ecosystems of telecommunications industry and CEM platform providers to present to you the latest key trends and approaches taken and practised in Customer Excellence Management in Telecoms. The highlights of the summit will be Case Studies and Perspectives to be shared by telecoms operators on the benefits they have obtained from implemeting CEM and the key challenges they have encountered.
Listen to Presentations and Case Studies for These Current and Critical Issues :
Closing the Customer Service Gap – Adapting to An Evolving Customer Landscape
The 5 Stepping Stones to Customer Centricity
Understanding How to Transform Your Customer Experience Management Strategy Into Actionable and Tangible Results Using Direct Customer Feedback
Designing and Implementing An Effective Customer Experience Strategy
Exploiting the Power of Social Media to Encourage Customer Loyalty
Utilising Social Media As A Tool To Deliver Real Business Results
Driving Customer Loyalty with Efficient CEM Technology Platforms
Machine-to-Machine: Driving the Connected World
Machine-To- Machine: Horizontal Approach Enabling Operators to Build a Profitable Business
M2M’s Impact on Customer Experience Transformation
Creating Experiential Measures to Drive Experience Enhancements
Experience as A Critical Business Driver
How to Create A Sustainable Differentiated Experience
Experience is Beyond Service Alone
How Telecom Cloud Services Will Impact Customer Experience Management?
Developing A Customer Centric Culture to Increase Customer Loyalty & ROI
Examining Contact Strategies Across A Range of Customer Channels through Leveraging on Segmentation and Mining of Customer Billing and Spending Data
Boosting Profit by Personalisation Using Advanced Customer Communications Techniques
Evaluating Customer Experience Management Strategies from An Executive Point-Of-View – What Are the Current Priorities for Telcos?
A Line-Up of Highly-Regarded Expert Speakers Representing the CEM for Telecoms Ecosystem From :
• Sachin Kumar Das, AVP/Head Customer Experience Delivery, Aircel, India
• Rubaiyat A. Tanzeen, Quality Assurance Associate General Manager, Planning & Development, Customer Care, Banglalink, Bangladesh
• Andreas West, Senior VP, Customer Management, Celcom Axiata, Malaysia
• George Chua, VP, Customer Analytics, Customer Value Management, Celcom Axiata, Malaysia
• Tony Garcia, Chief Commercial Officer, Clarity, UK
• Suet Yu, Director, Customer Experience Management, CSL, Hong Kong
• Kapil Sharma, General Manager, Group Service Delivery Management, Dialog Axiata, Sri Lanka
• Suresh Ramasamy, Technology Stretegist/Futurist, DIGI, Malaysia
• Jonnie Tupas, VP, Sales and Marketing-Asia, Dingli Communications, Hong Kong
• Kashif Baig, Head of Customer Experience & Digital-Social Media, Grameenphone, Bangladesh
• Shawn Sanderson, Operator Consultant, Jasper Wireless, Singapore
• Andy Farquharson, Regional Director, LogMeIn Asia Pacific, Australia
• Anoop Ranjan Bhattarai, Deputy General Manager-Planning, Nepal Telecom, Nepal
• Soma Velayutham, Head of Global CEM Product Management, Nokia Siemens Networks, Singapore
• Ongki Kurniawan, Director/Chief Service Management Officer, PT XL Axiata, Indonesia
• Koert Breebaart, Senior Principal Value Engineering, SAP Asia, Singapore (previously Director Customer Experience, SingTel)
• Michael Seng, Manager, Group Centre of Excellence-Customer Experience, SingTel, Singapore
• Vlad Pozdyshev, Organizational Excellence & Customer Experience Officer, Sistema Shyam TeleServices (MTS India), India
• Suzana Mohd Salleh, General Manager, Business Development & Marketing, TM SME, Telecom Malaysia, Malaysia
• Anthony Hogan, Technical Director APAC, The Now Factory, Singapore
• Tim Deluca-Smith, VP Marketing, WDS, UK
For more details, please contact Phyllis Goh of Symphony Global at Email : [email protected]