This Summit will examine what lessons CSPs can learn from digital natives, how they can overcome the CSP-specific challenges to providing the kind of customer experience customers expect as well as how they can use data, analytics, and AI to get closer to deliver distinctive customer experiences.
Agenda:
2:00pm - 2:10pm | Putting the customer at the center of your operating model
Welcome and introduction How 5G will accelerate the switch to digital CX and why CSPs need to act now Overcoming the challenges of siloed CX data and the implications for the roll out of your customer experience program Unifying customer data across the organization to enable real-time insights into customer behavior and enable a more personalized experience Simplifying operations to maximize agility and speed How to use AI-powered bots to a user-friendly digital CX
Joanne Taaffe, Editor in Chief (TM Forum Inform), TM Forum
2:10pm - 2:25pm | Low-code meets mainframe: Kyndryl builds data pipeline from mainframe to Cloud Learn how Kyndryl is partnering with Microsoft to bring data to every corner of the business faster by re-imagining a new, transformative way to work with the mainframe – which is still key system of records for Telcos By creating a data pipeline, telcos can now take advantage of a new powerful data source for application modernization Liberating data for telco operators and CSPs in hybrid cloud environments – remove barriers and silos Leveraging AI and ML to reimagine the customer experience Telecom operators utilizing AI/ML to deliver value through adoption
Stanley Wood, Distinguished Engineer, Microsoft Alliance CTO, Kyndryl
Sarah Maston, Director Global Partner Development, Microsoft
2:25pm - 2:40pm | Enhancing the customer experience by embracing new technologies, simplifying operations and building an agile culture Planning for change through adaption and optimization of business units Creating an effective strategy for cultural change Addressing the technical and structural challenges of putting the customer first through alignment of business strategy and IT departments Creating unique solutions in order to respond promptly to customer issues Measuring change to ensure delivery of the right customer experience What can we learn from agile OTT players and can telcos match this as new OTT entrants emerge? 360-customer view: Mapping multi-device, multi-product and usage of the digital customer to deliver the right touchpoints
Kevin Lowell, CIO & Senior VP of IT Technology, US Cellular
2:40pm - 2:50pm | Commentary
2:50pm - 3:05pm | Delivering a differentiated B2B customer experience Understanding the needs and expectations from the B2B customer Setting goals and KPIs for B2B customers Leveraging customer experience data to deliver a more personalized buyer experience Overcoming the challenges of a more complex and technical B2B customer journey Optimizing and simplifying operations for the B2B customer experience while adhering to preferred buying processes Measuring change to ensure delivery of the right customer experience
Hany Mokhtar, Customer Experience World Class Thought Leader & Expert (AKA CX Master), Independent
3:05pm - 3:40pm | Panel discussion: Securing competitive advantage and long-term growth by identifying and meeting new customer needs How do CSPs need to adapt to respond to shifting customer attitudes and launch new services with speed? How do you successfully design and execute a customer-centric strategy? How can CSPs align customer-centric visions in an ecosystem partnership to deliver superior products and services? How do you successfully identify the digital products and services that customers want? How have digital native companies gained an edge and what can CSPs learn from them? How do you engage customers with hyper-personalization?
Moderated by: Joanne Taaffe, Editor in Chief (TM Forum Inform), TM Forum
Hany Mokhtar, Customer Experience World Class Thought Leader & Expert (AKA CX Master), Independent
Kevin Lowell, CIO & Senior VP of IT Technology, US Cellular
3:40pm - 3:45pm | Closing remarks
Joanne Taaffe, Editor in Chief (TM Forum Inform), TM Forum
