Customer Experience Management (CEM) In TELECOMS World Summit 2015
13-14 August 2015 * Singapore
– Driving Customer Loyalty and Reducing Churn through Embedding A Customer-Centric Culture Across Your Business
Encompassing:
• Embedding A Customer Centric Culture Across Your Business
• Driving Customer Loyalty and Reducing Churn
• Reducing Costs and Increasing ROI from your CEM Investments
• Using Technology to Put Customer First
• Bridging the Gap between Marketing & Technical Departments
• Measuring Your Customers’ Network Experience
• Network Data Analytics
• Enhanced Customer Experience through Excellent Billing Communications
• Contact Centre-Best Practices
• Differentiated Experience
• Innovation for Success
• and many more!

Customer Experience Management (CEM) in Telecoms World Summit 2015 draws together highly-regarded expert speakers from across the ecosystem of telecommunications industry and CEM platform providers to present to you the latest key trends and approaches taken and practiced 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 Important Topics:
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
Meet and Network with the following Prestigious and Highly Regarded Speakers & Panellists from :

• 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

• Jesselyn Lirios, Director Workforce Management, Globe Telecom, Philippines – delete this speaker

• 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

• 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

• and many more….

For more details of the conference, visit event website or contact Phyllis Goh of Symphony Global at Email: [email protected]