Join Executive Roundtable: Driving fierce customer loyalty and increasing network resilience with connected digital workflows on September 16, 2020
During this roundtable, you will learn and discover the drivers for a customer experience transformation journey, the power of data and AI to improve the experience and taking it to the next level through connected digital workflows.
We will hear from experts on how they are addressing the changing needs and impacts from COVID-19 on service delivery. In our last session, attendees are encouraged to participate in an open and frank discussion on the challenges they are being faced with and what they are doing to solve them.
Agenda:
2:30 - 2:50 pm | Delivering a new generation of customer experience
Welcome & Introduction
Welcome & Introduction
- The changing nature of customer experience, the impacts of COVID-19 and why network resilience is key
- Identifying the most significant drivers for CSPs in customer experience transformation programs
- Understanding the power of data and AI to improve customer experience
- Assessing where you are in delivering pro-active customer experiences: survey results
- Aaron Boasman-Patel, Vice President, AI, Customer Experience & Data, TM Forum
2:50 - 3:10 pm | Going beyond traditional customer relationship management: Taking CEM to the next level through connected digital workflows
- Breaking down the silos and moving from being reactive to proactive to create instant customer satisfaction
- Empowering your customers with AI-driven omni-channel self-service Resolving complex customer issues with ease and speed by automating processes
- Using event management and data analytics to identify issues early and proactively notify customers before they experience them
- Bridging the technology ecosystem to provide a proactive experience for customers for their D2 onwards service needs – from ordering new services, resolving issues on existing services, and billing and reporting
- Using automated self-service, chatbots, and communities to keep customers informed and happy
- Apurva Chikhalikar, CSP Industry Transformation Lead, Global, ServiceNow
3:10 - 4:00 pm | Executive Roundtable and Panel Discussion: Harnessing new technologies to elevate your customer experience and ensuring network and experience resilience for the new “new normal”
During this interactive panel discussion and roundtable, you will hear from senior experts on how they are addressing the changing needs of customer experience and the impact that COVID-19 has had on service delivery. It will also address how 5G and new hyper-scale players and digital entrants are causing service providers to rethink their customer experience. All attendees will be encouraged to interact with each other and the panelists and share the current challenges they are facing and what they are doing to solve them.
Aaron Boasman-Patel, Vice President, AI, Customer Experience & Data, TM Forum
Apurva Chikhalikar, CSP Industry Transformation Lead, Global, ServiceNow
Apurva Chikhalikar, CSP Industry Transformation Lead, Global, ServiceNow
