Top digital solutions providers, IBM & Amdocs will be sharing innovative digital solutions for telecoms operators to deliver excellent services to their consumer and enterprise customers at Customer Experience Management (CEM) in Telecoms World Summit 2016 which will be held from 20 & 21 October 2016 in Singapore.

The theme of this summit is ‘Profiting from Successful Implementation of Your CEM Strategy’.

Singapore (September 21, 2016) / — Top digital solutions providers, IBM & Amdocs will be sharing innovative digital solutions for telecoms operators to deliver excellent services to their consumer and enterprise customers at Customer Experience Management (CEM) in Telecoms World Summit 2016 which will be held from 20 & 21 October 2016 in Singapore.

IBM is a globally integrated technology and consulting company headquartered in Armonk, New York. With operations in more than 170 countries, IBM attracts and retains some of the world’s most talented people to help solve problems and provide an edge for businesses, governments and non-profits. Innovation is at the core of IBM’s strategy. Today, IBM is focused on helping organisations embark on their Cognitive journeys, built on a strong foundation of Cloud, Big Data & Analytics, and Security. IBMers are working with customers around the world to help them become cognitive businesses — by applying the company’s business consulting, technology and R&D expertise to develop systems that think, learn, unlock the value in all data, and uncover insight and expertise in every decision. Top Telcos in the world engage IBM to analyze data, voice, SMS and smartphone app data in real-time to measure and improve the customers’ journey across all channels and services – to leverage customer insights, operationalize real time offers to enhance customer experience. For more information on IBM, please visit http://www.ibm.com/analytics/us/en/industry/telecom-customer-experience-management/

Amdocs (www.amdocs.com) is the market leader in customer experience software solutions for the world’s largest communications, entertainment and media service providers. For more than 30 years, Amdocs solutions, which include BSS, OSS, network control, optimization and network functions virtualization, coupled with professional and managed services, have accelerated business value for its customers by simplifying business complexity, reducing costs and delivering a world-class customer experience. The Amdocs portfolio enables service providers to capture the world of digital immediacy by operating across digital dimensions to engage customers with personalized, omni-channel experiences; creating a diversified business to capture new revenue streams; becoming data empowered to make business and operational decisions based on insight-based and predictive analytics; and achieving service agility to accelerate the fast rollout of new technologies and hybrid network services. Amdocs and its more than 24,000 employees serve customers in over 90 countries. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $3.6 billion in fiscal 2015.

Other companies showcasing their products and services at this event are: SAP (www.sap.com), TIBCO Software (www.tibco.com), NICE (www.nice.com), Sorriso Technologies (www.sorrisotech.com/smartsuite/), TEOCO (www.teoco.com) and Verint (www.verint.com).

The following key issues will be addressed in depth with necessary Real World Case Studies:
Overview of Successful CEM Strategy Implementation Worldwide
Operator Keynote Address – Building A Customer First Culture
Driving A Seamless Customer Experience
Operator Case Study – Strategising Your CEM Plans through Effective Business Analytics
Operator Case Study – Adopting an ‘Inside-Out’ Approach to Customer Experience
Using NPS Effectively in your Business to Leverage Customer Experience
Operator Case Study – How Can You Break Down Silos within Your Organisation and Drive Accountability for the Customer Experience Across All Job Functions and Departments?
INTERACTIVE PANEL DISCUSSION: How Can You Move from Being Reactive to Proactive in Your Approach to CEM?
How can you increase cross-functional collaboration to become more proactive?
Which channels can you leverage to serve your customers more proactively, and how can you maximize the efficiency of these?
How can you monitor customer satisfaction and pre-empt customer queries and complaints?
To what extent should you proactively notify customers of network issues?
Digital Disruption and Customer Experience Management
Operator Case Study – Digitizing the Customer Journey: Adopting agile way of working and customer as the center of everything!
Operator Case Study – Why Customer Experience and Enterprise Architecture Guys Need to Work Hand-In-Hand?
Increasing ROI through Effective CEM Strategy
Operator Case Study – True ‘Sales through Service’ – Leveraging A Customer-Focused Approach to Drive Both New and Up-Sells
How to Digitally Transform Your Organisation to Enhance Your Customers’ Experience?
Subscriber Network Experience – Is It Part of Your CEM Strategy?
INTERACTIVE ROUNDTABLE DISCUSSION SESSION: Customer Experience Metrics and KPIs – Beyond NPS
The primary goals of an enhanced customer experience for telecoms operators are:
Increased customer acquisition
Reduced churn
Increased operational efficiency
Driving Customer Experience in the Digital Era
Discuss the key metrics you can use to measure your progress towards each of these three goals.
Leveraging Your Brand Equity in a Crowded Environment to Catalyse Business Growth
Operator Keynote Address – Delivering A Consistent Yet Personalised Experience Across All Channels
Ensuring A Smooth Journey in Successful CEM Implementation
Operator Case Study – Optimizing E²E Processes and Feedback Loops in the Customer Experience Journey
Case Study – Growing Employee Satisfaction and Customer Experience through Major Transformation
How to Improve Actual Customer Experience without Over Investing in the Network?
Designing a Seamless Omni-channel Experience to meet the Demands of the Customer
Operator Case Study – Proactively Monitoring Customer Feedback and Engaging in a Fulfilling Customer Experience
Rapidly Monetize Customer Engagements with A Modern and Personalized Buying, Order Delivery and Service Usage Experience
Improving Customer Experience through Better Billing Communications
Operator Case Study – Delivering a Superior Customer Experience at Every Touch Point to Reduce Customer Complaints, Churn and Build Customer Loyalty
Operator Case Study – Utilising Customer Journey Mapping (CJM) to Truly Understand the Needs and Preferences of the Customer
INTERACTIVE PANEL DISCUSSION: Looking to the Future – What’s Next for CEM?
? What are your long-term strategic plans & investment in the following areas in order to deliver excellent services to meet the expectations of both your consumer and enterprise customers?
o Digitalization of business process
o Creation of new business models
o New customer engagement capabilities
? What new challenges will there be?
? What solutions will be of use? And what can you do to keep up with new innovations in this field?

Companies/organisations representing the CEM in Telecoms Ecosystem will be speaking at this conference :
• Mayur Sahni, Regional Marketing Manager, Amdocs, Singapore
• Raja Mansukhani, Head/Senior Vice President – Business Process & Operational Strategy, Celcom Axiata, Malaysia
• Md Raish Ul Haque Khan, Senior Manager, Customer Experience & Digital, Banglalink Digital Communication, Banglagesh (formerly Head of Customer Service, Beeline Laos)
• Rebecca Eclipse, Head Strategy Management, Globe Telecom, Philippines
• Shah Alam Bhuiyan, General Manager and Head of Technology, Customer Complaints Management, Grameenphone, Bangladesh
• Cahyadi Poernomo, Group Head Customer Value Management, Indosat Ooredoo, Indonesia
• Rudy A. Dalimunthe, Head of Customer Experience Management, Indosat Ooredoo, Indonesia
• Mia Icasiano-Bulatao, GM, Southeast Asia and Payments, LBC X, Philippines (formerly VP & Head, Customer Value Management, Smart Communications)
• Stan Fiala, Head of Applications & Analytics, Asia Pacific and Japan Market, Nokia, Singapore
• Haytham Sawalhy, GM Asia Pacific, Orange Applications for Business, Orange Business Services, Singapore
• NRKS Chakravarthy, Vice President- Quality, Customer Insights and Analytics, Reliance Jio Infocomm, India
• Dhiren Doshi, Director-Telecommunications, Asia Pacific & Japan, SAP, Singapore
• Ahmad Azhar Yahya, Chief Customer Advocate, Telekom Malaysia, Malaysia
• Safiyya Rusli, General Manager, Customer Experience Transformation, Telekom Malaysia, Malaysia
• Anila Fredericks, Head of Customer Service Operations, International Operations & Services, Telstra, Singapore
• Dr Rob Roy, Chief Business Development Officer & GM, TEOCO, USA
• Robert Merlicek, Director, Strategic Solutions for APJ, TIBCO Software, Australia
• Dr Rujikorn Pavasuthipaisit, Director of Data Analytics and Research, True Corporation, Thailand
• D. Daniel Ziv, Vice President, Customer Analytics, Asia Pacific and Global Product Strategy, Verint, USA
• Steve Kim, Vice President, Customer Advocacy, webe digital, Malaysia (formerly known as Packet One Networks)
• Anggun Himawan, Customer Experience Manager, XL Axiata, Indonesia

The conference website is: http://www.symphonyglobal.com/index.php/event/page/customer-experience-management-2016/overview

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