Day Two

STRIKING A BALANCE BETWEEN ROI, CENTRICITY AND CHANGE MANAGEMENT

8:45 AM - 9:00 AM WELCOME ADDRESS

Melissa Harris, President and CEO, Telecom Training Corporation

Melissa Harris

President and CEO
Telecom Training Corporation

STRIKING A BALANCE BETWEEN ROI, CENTRICITY AND CHANGE MANAGEMENT

9:00 AM - 9:30 AM DELIVERING CUSTOMER-CENTRICITY THROUGHOUT YOUR ORGANIZATION

Justin Nedd, Chief Executive Officer, GTT
  • Establishing a cross-functional senior management team to align priorities with CEM strategy
  • Mapping customer journey to identify and resolve common pain points
  • What are our customers’ goals and how can we deliver this vision across all channels?

Justin Nedd

Chief Executive Officer
GTT

STRIKING A BALANCE BETWEEN ROI, CENTRICITY AND CHANGE MANAGEMENT

9:30 AM - 10:00 AM HOW TO ENHANCE THE DIGITAL BILLING EXPERIENCE

Jim Seigler, VP Sales Americas, Soft-ex
  • Challenges faced by B2C & B2B CSPs to leverage and consolidate multiple billing platforms to deliver a self-serve billing portal
  • Differences in complexity between B2C & B2B billing
  • Delivering centralized visibility and unified billing communications across fixed, mobile, data, hosted ICT etc.
  • Subscriber Data Intelligence & Customer Centric Observations
  • Simplify billing comms to significantly enhance the customer experience and reduce customer care costs

Jim Seigler

VP Sales Americas
Soft-ex

STRIKING A BALANCE BETWEEN ROI, CENTRICITY AND CHANGE MANAGEMENT

10:00 AM - 10:30 AM CREATING A CULTURE OF TRANSFORMATION

Philippe Andres, Vice President, Group Marketing, North America, Orange
  • Identifying, up-skilling and continuous development of business transformation leaders throughout all aspects of the business
  • Identifying and engaging key stakeholders that will act as internal champions
  • Aligning business transformation, digital transformation and innovation with overall business objectives
  • Understanding how to change, maintain and sustain improvement efforts

Philippe Andres

Vice President, Group Marketing, North America
Orange

STRIKING A BALANCE BETWEEN ROI, CENTRICITY AND CHANGE MANAGEMENT

10:30 AM - 11:00 AM MORNING BREAK & NETWROKING

STRIKING A BALANCE BETWEEN ROI, CENTRICITY AND CHANGE MANAGEMENT

11:00 AM - 11:30 AM CASE STUDY: UNLEASHING THE POWER OF DIGITAL

Christian Schacht, Director, Digital Engineering, HCL
How a Tier 1 carrier in the US delivers a great customer experience through a Cloud-based, API-driven Digital Commerce Platform

Christian Schacht

Director, Digital Engineering
HCL

STRIKING A BALANCE BETWEEN ROI, CENTRICITY AND CHANGE MANAGEMENT

11:30 AM - 12:00 PM MEETING CUSTOMERS’ REAL NEEDS AND RESPONDING TO THEIR ACTUAL BEHAVIOUR – UNCOVERING THE UNCONSCIOUS IN MARKETING RESEARCH

Makeda Antoine, Senior Manager, Commercial Operations, TSTT
  • What psychological factors/principles dictate customer’s decision-making?
  • Why is understanding non-conscious behavior and experience essential?
  • How do we reach into unconscious mind of the customers to better understand and meet their real needs and respond to their actual behavior?

Makeda Antoine

Senior Manager, Commercial Operations
TSTT

STRIKING A BALANCE BETWEEN ROI, CENTRICITY AND CHANGE MANAGEMENT

12:00 PM - 12:45 PM INTERACTIVE ROUNDTABLE: IN THE FACE OF DECLINING REVENUES, IS IT TIME FOR US TO REDEFINE OUR STRATEGIC IDENTITY?

Sherrie Simmons, Chief Operating Officer, Ultra Mobile

Sherrie Simmons

Chief Operating Officer
Ultra Mobile

STRIKING A BALANCE BETWEEN ROI, CENTRICITY AND CHANGE MANAGEMENT

12:00 PM - 12:45 PM INTERACTIVE ROUNDTABLE: HOW CAN YOU CHANGE THE MIND-SET WITHIN YOUR TECHNICAL DEPARTMENTS AND BECOME MORE SERVICE-CENTRIC?

Katherine Brooks, Director, Customer Success, Comcast

Katherine Brooks

Director, Customer Success
Comcast

STRIKING A BALANCE BETWEEN ROI, CENTRICITY AND CHANGE MANAGEMENT

12:45 PM - 1:15 PM BEFORE YOU CAN PREDICT THE FUTURE, YOU NEED TO UNDERSTAND YOUR PAST

Cary Cusumano, CX Design Strategist, Verizon
Many emerging trends now compete for CMO mindshare as businesses are beginning to recognize that customer experience is overtaking product performance as the top driver of brand equity. Big data and predictive analytics account for a sizable portion of this mindshare as they offer the promise of improved returns from targeted selling and propensity to buy. But while big data is proving a strong asset in selling to customers, it is remarkably weak at guiding businesses in serving those customers. CMOs need to beware the potential hazards of trying to predict future behavior using big data without first understanding what the small data is saying about the past. In this session you will hear:

  • How small data reveals customer insights that big data cannot
  • Why big data’s attempts to personalize offerings can often feel impersonal
  • Why businesses need to embrace both big data and small data to create a superior end-to-end customer experience


Cary Cusumano

CX Design Strategist
Verizon

STRIKING A BALANCE BETWEEN ROI, CENTRICITY AND CHANGE MANAGEMENT

1:15 PM - 2:15 PM NETWORKING LUNCH

STRIKING A BALANCE BETWEEN ROI, CENTRICITY AND CHANGE MANAGEMENT

2:15 PM - 2:45 PM TECHNOLOGY DEMONSTRATION DRIVE

Introducing 3 quick-fire ‘tech-drives’, designed to demonstrate the latest and most effective technological innovations relevant to you, enabling you to return to the office with a fresh set of ideas to transform your strategy.

STRIKING A BALANCE BETWEEN ROI, CENTRICITY AND CHANGE MANAGEMENT

2:45 PM - 3:15 PM USING ANALYTICS TO CREATE A BETTER END-TO-END VALUE PROPOSITION FOR THE CUSTOMER

Nataraj Rao, Vice President, Operations & Strategy, Cricket Wireless
  • Creating an environment for a data-driven culture to thrive across the enterprise
  • Identifying key drivers and barriers to adoption
  • Creating tangible experience boosters across all areas for the customer: product features, messaging/discovery, purchase, payment, product experience and support
  • Gaining cross-functional leadership commitment and goal alignment

Nataraj Rao

Vice President, Operations & Strategy
Cricket Wireless

STRIKING A BALANCE BETWEEN ROI, CENTRICITY AND CHANGE MANAGEMENT

3:15 PM - 3:45 PM FULFILLING THE CHANGING NEEDS OF BUSINESS CUSTOMERS IN A HIGH TECH, AND HIGH TOUCH, WORLD

Fedor Smith , President & Managing Partner, Atlantic ACM
  • How the expectations and needs of larger customers are changing over time to look more and more, in some cases, like those of consumers
  • The impact of fierce competition and price compression on a previously price centric market
  • What factors drive sales decisions, and how do those differ from the factors that drive satisfaction and retention
  • How the feedback loop of business customers differs from consumers

Fedor Smith

President & Managing Partner
Atlantic ACM

STRIKING A BALANCE BETWEEN ROI, CENTRICITY AND CHANGE MANAGEMENT

3:45 PM - 4:30 PM FOCUS GROUP: EMBRACING THE CUSTOMER THROUGH THE ENTIRE ORGANIZATION: LEADERSHIP, BUY-IN AND CHANGE MANAGEMENT

Carol Borghesi, Founder & Principal, Customers First Culture
  • Securing management support and buy-in: Changing mind-sets and driving adoption across every department and all levels
  • Eliminating outsourcing and offshoring, combining departments and merging legacy systems
  • Selecting the right leaders and champions to drive customer centricity

Carol Borghesi

Founder & Principal
Customers First Culture

STRIKING A BALANCE BETWEEN ROI, CENTRICITY AND CHANGE MANAGEMENT

4:30 PM - 4:45 PM CHAIRMAN’S CLOSING THOUGHTS & CLOSE OF CONFERENCE

Melissa Harris, President and CEO, Telecom Training Corporation

Melissa Harris

President and CEO
Telecom Training Corporation