CUSTOMER EXPERIENCE MANAGEMENT - IQPC

T: (65) 6722 9388 n F: (65) 6722 9397 n E: [email protected] n W: www.cemtelecoms.com

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HEAR FROM LEADING CEM PRACTITIONERS INCLUDING:

Main Conference:17 & 18 May 2016

Venue:Amara Sanctuary Sentosa, Singapore

Researched & Developed by

Discuss and learn from thought-provoking best-in-class presentations combined with structured executive roundtables to debate, problem-solve and move the needle on customer satisfaction.

DISCOVERING REVENUE-GENERATING OPPORTUNITIES WHILE ENSURING CUSTOMER CENTRICITY THROUGH DIGITAL INTEGRATION AND INNOVATION

Attractive Group Discounts for a group of 3+

delegates!Details on Page 7

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START THEDISCUSSION NOW!Connect with your peers across our multiple channels:

Hence SteveCRM & Customer

Experience Group HeadPT. Indosat

Alok KumarChief Customer Service

OfficerAircel

Adnan Shahid Senior Executive Vice

President and Chief Commercial Officer, PTCL

Prince ThomasDirector - Digital Marketing

& New Business,Ooredoo Oman

Steve Chou Vice President Customer

ServiceTaiwan Mobile

Zakia ZerinDirector Global Partnership, Head of Social Media, Asia

Region, Telenor

Lin Shu FenVP & Head, Entertainment &

SmartlifeStarhub

Nasri Mohamed Ahmad VP & Program Director, Customer Experience

Transformation Telekom Malaysia

Mohammed S. HyderExecutive Manager - Operations Support,

Command Center, Customer Care, Mobily

Chakravarthy NRKSVice President- Quality, Customer Insights and Analytics, Reliance Jio

Sandra DeZoysaGroup Chief Customer

OfficerDialog Axiata Plc

Vigneswaran Sivalingam Head of Channel Support

Maxis

CUSTOMEREXPERIENCEMANAGEMENTTELECOMS

2 T: (65) 6722 9388 n F: (65) 6722 9397 n E: [email protected] n W: www.cemtelecoms.com

Dear Colleague,

Following the success of the Customer Experience Asia series, I am delighted to invite you to the Customer Experience Telecoms Asia Summit 2016 on 17-18 May in Singapore.

With telecom operators aggressively rolling out digital economy services in recent years, it is clear that partnering with OTTs has become a strategic necessity to stay competitive, a market worth $42.9 billion in 2018.

While this shift to becoming a digital service provider is well underway, it is equally important for telecom operations to ensure a consistent customer experience across all channels and platforms.

In its 2nd year, the CEM Telecoms Summit will look at ”Discovering Revenue-Generating Opportunities While Ensuring Customer Centricity through Digital Integration and Innovation”

Join us for a high impact event where you will:• Learn from regional operators on their CX challenges and success

stories• Hear expert analysis to help you understand the benefits of data and

customer engagement• Understand how improving employee engagement can benefit your

business• Gain tips on delivering a best-in-class customer experience• Build best practices in building and managing complex Omni-channel

touch points• Take Away valuable insight from your peers with case studies from key

thought leaders• Gather actionable feedback and forge alliances to foster growth for the

industry

Do not miss the opportunity to equip yourself with the tools that will give you an edge on your competition!

We look forward to seeing you at the event!

Sincerely,

Joyce Lee2nd Annual CEM Telecoms 2016

CXOs, VPs, Directors, Departmental Heads, Managers and Experts of:

• Customer Experience• Marketing• Customer Care• Quality Management• CRM• Consumer Unit• Customer Lifecycle• Contact Centre Management• Service Management• Customer Operations• Customer Loyalty

• Banglalion Communications Limited• Bharti Airtel Limited• Celcom Axiata Berhad• Dialog Axiata Plc• DiGi Telecommunications Sdn Bhd• GrameenPhone Ltd.• Kacific Broadband Satellites• MobiLink• MyRepublic Ltd• PLDT Philippine Long Distance

Telephone Company• PT Indosat Kantor Pusat• PT XL AXIATA Tbk• PTCL• Singtel• SKYcable Corporation• Smart Communications• StarHub Limited• Telekom Brunei Berhad• Telekom Malaysia Berhad• Telenor Asia ROH Limited• U Mobile Sdn Bhd

BY GEOGRAPHY SNAPSHOT OF OPERATORS AT 2015 CEM TELECOMS SUMMIT

BY JOB TITLE

WELCOME

ATTENDEE BREAKDOWN FROM PREVIOUS CEM TELECOMS SUMMIT

CXO

Heads/ Senior Managers

Marketing/ Social Media

VP/ Directors

10%

46%

10%

34%

Bangladesh 4%

Pakistan 2%

Brunei 8%

Israel 4%

India 10%

Singapore 19%Indonesia 7%

Thailand 5%

Philippines 14%

China 4%

Malaysia 21%

Sri Lanka 2%


WHAT EXECUTIVES SEE AS THEIR TOP 3 CHALLENGES IN THEIR CEM STRATEGY

Keeping up with

the rapidly changing consumer

behaviors and expectations

45%

Impact of Social Media

on CEM

65%

Maintaining a consistent delivery in

service level across all channels

38%

Identifying key metrics

for measuring Customer

Satisfaction

57%

Cultivation Service Mind

set and Customer

Centric Culture within the

Organization

31%

Analyzing Customer data

22%

The CEM Telecoms is designed to meet the challenges of operators in the region and how solutions providers can help them move the needle on their customer experience. Gain a higher level of exposure with our far-reaching marketing and sales campaigns through our omni-channel platforms. This will arguably place your organisation as the market leader and the go to company for solutions in anything and everything customer experience. Confirm your sponsorship now and depending on your current strategy in the market, we can develop innovative packages that meet your specific needs, whether they are based around:

THOUGHT LEADERSHIP :showcase your experiences and key differentiators• Plenary speaking• Moderate a panel• Chair the conference• Interactive round tables leader• Workshop

NETWORKING :maintain existing relationships and make new contacts• Premium meeting point• Standard meeting point • VIP breakfast• VIP private lunch• Cocktail partner• Private meetings

For a myriad of branding opportunities contact us now at [email protected] or call +65 6722 9388

SPONSORSHIPOPPORTUNITIES

0

10

20

30

40

50

60

70

80

100

90

Identifying and

preventing customer

chum

Leveraging opportunities to increase

ARPU

Drive overall profitability by ensuring analytic is targeted

directly to the bottom line

Improving relationships

with customers

Reducing costs and

driving efficiency

Personalising your

customer propositions

Delivering value added

services to the

customer

Increasing competitiveness

93% 86% 64% 57% 50% 43% 36% 35%

WHAT ARE THE MAIN DRIVERS BEHIND YOUR CURRENT CUSTOMER INSIGHT AND ANALYTICS INITIATIVES?

WHAT DO YOU FIND IS THE GREATEST BARRIER TO OBTAINING A 360 DEGREE VIEW OF YOUR CUSTOMERS?

Integrating insight data from multiple sources

Mining and prioritising big data to source customer insights

Engaging with your customers at multiple touch points

Obtaining investment and buy-in for a customer insights programme

Maintaining internal relationships and knowledge sharing

39%

27%

18.5%

8.5%

7%

FACTORS THAT DRIVE THE NEED FOR IMPROVEMENT IN CX!

Increasing customer loyalty and reducing customer

churn

70% 79%

Differentiating from competitors by providing

outstanding customer experiences

58%

Increasing revenue

WHAT DO YOU FIND IS THE GREATEST BARRIER TO MAKING YOUR CUSTOMER INSIGHT ACTIONABLE?

Latency of customer insight gathering processes

Effectively segmenting your customer insight data to target your communications and offers

Complexities in analysing customers across multiple channels

Obtaining investment and buy-in for a customer insights programme

The cost of investment in analytics processes

36%

28%

24%

8%7%



08:20 Registration & Coffee

09:00 Opening Remarks from the Chairman

CUSTOMER EXPERIENCE EXCELLENCE ROADMAP

09:10 Creating a Customer-First Culture that Inspires World-Class Service Delivery

With a retail footprint of 150 stores employing over 900 Service Professionals and a 24x7 Contact Centre with employees over 750 Associates, under Sandra’s leadership, Dialog has won many International awards and accolades on delivering exceptional customer service. Find out how you can successfully instill a customer-first mentality in your business and leverage customer experience excellence as a strategic asset to drive business growth. In addition, the session will lend insights on how greater device diversification and content consumption initiatives will be the key to future-proofing your telecom.

Sandra DeZoysa Group Chief Customer Officer, Dialog Axiata Plc

09:45 Preserving the Customer Experience across Services, Devices and Content Platforms

� Developing a code of conduct to ensure consistent NPS and CX across all channels and platforms

� How can operators create an interoperability framework across channels and platforms with 3rd party companies?

� What are the user interfaces and portal functions to consider for seamless billing, troubleshooting and account support?

� Identifying, creating and maintaining fresh and relevant content on mobile and desktop platforms

Alok Kumar Chief Customer Service Officer, Aircel

10:20 Reserved Session

10:50 MORNING BREAK AND NETWORKING

� Growing high value customer segments strategically through targeted cross-selling and up-selling

� Integrating various approaches to ensure consistent CX across all platforms and products

Steve Chou Vice President Customer Service, Taiwan Mobile

12:30 LUNCH AND NETWORKING BREAK

13:30 Unlocking Revenue Growth Opportunities across Your Customer’s Lifecycle

In recent years, Telekom Malaysia (TM) has successfully diversified its products and services to become the nation’s largest broadband services provider through its UniFI broadband service. Find out how TM has transformed their people, process and systems to embrace the unique needs of each customer, gaining key insights to expand their market share:

� Deriving visibility throughout the customer’s life cycle journey – How can you move up the value-chain and make the shift from per product basis to average revenue per customer?

� Integrating systems, people and processes to become more customer-centric

� Innovative omni-channel methods for engaging and retaining your customer

� Case study on the successful cross-selling of UniFI, TM’s broadband service to fixed line subscribers

Nasri Mohamed Ahmad VP & Program Director, Customer Experience

Transformation, Telekom Malaysia

14:05 Achieving Customer Experience Excellence through People, Process and Technology During this part of the summit, delegates will be

sorted into groups of 15 to take part in interactive discussions around the topics below. Delegates will get the opportunity to select two topics and will rotate between their choices every 40 minutes.

11:20 Delivering Frictionless Customer-Centric Experience through the “Indosat MyCare” Self-Service Application

In a bid to stay agile and competitive, telecom companies are increasingly broadening their digital offerings for the new-age, tech-savvy consumers. Indosat’s latest highly acclaimed application, “Indosat MyCare”, has undergone intensive testing and product enhancement in the past two years to become a sophisticated self care service integrating multiple functions:

� A one-stop shop application for all CX needs: Deciding on key features and functions to include

� Delivering personalized, effective complaint and query management by seamlessly connecting app, CRM system and agent

� Facilitating efficient retail operations through value-added services such as advanced reservations for walk-in appointments

� Providing targeted, insight-based offerings and packages for specific consumer profiles

Hence Steve CRM & Customer Experience Group Head, PT. Indosat

CUSTOMER ENGAGEMENT & MARKET EXPANSION STRATEGIES

11:55 Beyond the Traditional Telco Model: Taiwan Mobile’s Customer Retention and Market Growth Strategies As the second largest national telecommunication

group, Taiwan Mobile has developed its Cable TV and Internet Shopping Network, cross-selling up to 40,000 different products every month across voice, data services, video and music streaming, gaming, and e-books. In this case study, discover how Taiwan Mobile’s multi-functional call centers have managed to expand their markets while ensuring service quality across all channels:

� Designing comprehensive self-service applications to maximize engagement via apps, IVR and mobile

sites

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CONFERENCE DAY ONEWEDNESDAY, 18 MAY 2016


to optimise workflow, manage average handle time, and first call resolution. But, there is a much bigger opportunity out there – understanding who is calling and how to build longer lasting and more profitable relationships with their customers. Find out how the use of customer data can help reduce costs and improve the quality of the customer experience.

Mohammed S. Hyder Executive Manager - Operations Support, Command Center, Customer Care, Mobily

16:35 Exploiting Big Data in Telecoms to Increase Revenue, Reduce Cost & Customer Churn

With an unprecedented increase in volume, velocity and variety of data traffic travelling across communication networks, operators are facing a bigger challenge than ever with regards to capturing, storing, processing, analysing and extracting value from their data. The question of how to maximise the value of this data is a huge one, with a myriad of perspectives, priorities and solutions to consider. Operators who have successfully unlocked the value of data have been able to differentiate themselves from competition, gain market share, and launch innovative new products and services. Learn how operators can enable faster and accurate decision-making for their front end staff using analytics and help deliver consistent customer experience across all channels.

Chakravarthy NRKS Vice President- Quality, Customer Insights and Analytics, Reliance Jio

17:10 Closing Remarks by Chairperson and End of Conference Day 1

Discussion groups are kept small to ensure all delegates get the opportunity to ask their most pressing questions, guaranteeing a perfectly tailored experience.

ROUNDTABLE A

Building the Customer Experience at the Retail Front

Hence Steve CRM & Customer Experience Group Head, PT. Indosat

ROUNDTABLE B:

Embedding NPS into your CEM Framework to Create a Customer-Centric Culture

Vigneswaran Sivalingam Head of Channel Support, Maxis

ROUNDTABLE C:

Leveraging Social Media to Enhance Engagement across the Customer Lifecycle

Alok Kumar Chief Customer Service Officer, Aircel

ROUNDTABLE D:

Driving Customer Loyalty and Top-Line Revenue throughGamification

Chakravarthy NRKS Vice President- Quality, Customer Insights and Analytics, Reliance Jio

15:25 AFTERNOON TEA BREAK AND NETWORKING

CAPITALIZING ON DATA TO DELIVER ROI AND IMPROVE CX

16:00 Analytics 2.0: Turning Call Data into Caller Data Every day, contact centers across the globe collect

and analyse terabytes of data about customer interactions. We’ve gotten really good at collecting information about when, where, and how customers are interacting. We use the operational information

Excellent event - bringing together practitioners from various countries and on different aspects of customer experience building - right from management strategies, technology support systems, HR practices, big data usage, etc. Alok KumarChief Service Delivery Officer, Aircel Ltd


08:20 Registration & Coffee

09:00 Opening Remarks from the Chairman

FUTURE OF TELCO BUSINESS MODELS: BUILDING THE RIGHT DIGITAL ECOSYSTEMS &

PARTNERSHIPS

09:10 Making the Shift from Telco to Digital Service Provider: A Review of Telenor’s Digital Strategy

Operators will be aggressively rolling out digital economy services in 2016 to create the basis for revenue growth in 2017 and beyond to enhance customer engagement. Find out how Telenor is keeping their business agile by catering to customer’s demands on the social and digital front:

� Customer journey mapping in telecoms – how has it evolved over time?

� Offering end-to-end digital services through strategic partnerships with OTTs, platforms, apps developers

� Differentiating your telecom through the combination of customer, device and network bundled offerings

� How can you utilize social media channels to derive meaningful insights?

Zakia Zerin Director Global Partnership, Head of Social Media, Asia Region, Telenor

09:45 PTCL’s Integrated Approach to Building Revenue- Generating Partnerships with OTT Providers Partnering with OTTs has become a key strategy

necessary for telecom operators wanting to provide their digital consumers with the right services at the right time. However, negotiating partnerships and ensuring successful implementation is not straightforward. Based on PTCL’s recent successful partnership with Netflix, here are some key elements to consider for sustainable results:

� Identifying the right partnerships for sustainable revenue growth and CX improvement

12:05 Session reserved for Sponsor

12:40 LUNCH AND NETWORKING

13:40 Growing New Revenue Streams through Value - Added Services

During this part of the summit, delegates will be sorted into groups of 15 to take part in interactive discussions around the topics below. Delegates will get the opportunity to select two topics and will rotate between their choices every 40 minutes. Discussion groups are kept small to ensure all delegates get the opportunity to ask their most pressing questions, guaranteeing a perfectly tailored experience.

ROUNDTABLE A:

Telecom Operator as Cloud Service Provider: Opportunities and Challenges ROUNDTABLE B:

Successfully Cross-Selling & Upselling Your Different Product Offerings Across Market Segments


ROUNDTABLE C:

Mobile App Monetization Models: What Works, What Doesn’t?

Prince Thomas Director - Digital Marketing & New Business, Oredoo Oman

ROUNDTABLE D:

Creating New Revenue Streams through Broadband TV and Content Delivery Mediums

Lin Shu Fen VP & Head, Entertainment & Smartlife, Starhub

� Deciding and simplifying pricing structure with your OTT partner – How will this impact customer’s buying experience?

� Case study on PTCL’s recent OTT partnership with Netflix

Adnan Shahid Senior Executive Vice President and Chief Commercial Officer, PTCL

10:20 Reserved Session

10:50 MORNING BREAK AND NETWORKING

11:20 Creating ‘Triple-Win’ Partnerships: A Scenario in Which the Operator, OTT Provider & Customer All Benefits

In this multi-stakeholder panel, discuss how telecoms can enter new digital ecosystems where both parties can leverage mobile identification, big data analytics, bundled cloud-based offerings, and security to enhance CX and drive revenue:

� How do you identify, prioritize and manage relationships with strategic partners?

� Strengthening current and future business models in line with your growth strategy

� How can operators leverage customer insights generated by the usage of OTT and content services?

� Identifying data spend growth and tapping on recurring revenue potentials while delivering outstanding CX

Lin Shu Fen VP & Head, Entertainment & Smartlife, Starhub

Prince Thomas Director - Digital Marketing & New Business, Oredoo Oman

Zakia Zerin Director Global Partnership, Head of Social Media, Asia Region, Telenor

CONFERENCE DAY TWOWEDNESDAY, 18 MAY 2016


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7 T: (65) 6722 9388 n F: (65) 6722 9397 n E: [email protected] n W: www.cemtelecoms.com7 T: (65) 6722 9388 n F: (65) 6722 9397 n E: [email protected] n W: www.cemtelecoms.com

CONFERENCE DAY TWOWEDNESDAY, 18 MAY 2016

15:00 AFTERNOON BREAK AND NETWORKING

FUTURE TELCOM CX LANDSCAPE

15:30 4G LTE Adoption: How Well are you Positioned to Drive Customer Uptake? This session will explore the current opportunities and

challenges of LTE and LTE-Advanced developments in Asia. While LTE has become the norm in some developed markets promising speed, response times, and network capacity, many telecoms still face challenges on low LTE subscription numbers, lack of coverage, and strict regulatory challenges:

� Exploring the go-to-market strategies and positioning LTE to drive customer uptake

� How can operators maximize the value of their LTE investments?

� Discussing LTE pricing and value propositions – what works and what doesn’t?

� Advocating LTE benefits to both corporate and individual customers – convenience, agility, productivity

� With increasing network standardization, what are the new parameters for enhancing customer satisfaction?

Yasir Manzoor General Manager, Multimedia and Broadband, PTCL

Nasri Mohamed Ahmad VP & Program Director, Customer Experience Transformation, Telekom Malaysia


16:15 Chairman’s Closing Remarks

16:20 End of Conference

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IQPC Bank Details: Account Name: IQPC WORLDWIDE PTE LTD Account Number: 147-048128-001 Swift Code: HSBCSGSG Bank Address: The Hong Kong and Shanghai Banking Coporation, 21 Collyer Quay, #08-01 HSBC Building, Singapore 049320All bank charges to be borne by the payer. Please ensure that IQPC receives the full invoiced amount.

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VENUE & ACCOMODATION

IQPC recognises the value of learning in teams. Group bookings at the same time from the same company receive these discounts:

3 or more 7% 5 or more 10% 8 or more 15%Only one discount available per booking. Team discounts are not available in conjunction with another discount, and do not apply to workshop(s) only bookings. Call us for a special discount rate for teams of 10 and above.

TEAM DISCOUNTS

IQPC CANCELLATION, POSTPONEMENT AND SUBSTITUTION POLICY• You may substitute delegates at any time by providing reasonable advance notice to IQPC. • For any cancellations received in writing not less than eight (8) days prior to the conference, you will receive a 90% credit to be used at another IQPC conference which must occur within one year from the date of issuance of such credit. An administration fee of 10% of the contract fee will be retained by IQPC for all permitted cancellations. No credit will be issued for any cancellations occurring within seven (7) days (inclusive) of the conference. • In the event that IQPC postpones an event for any reason and the delegate is unable or unwilling to attend in on the rescheduled date, you will receive a credit for 100% of the contract fee paid. You may use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of postponement. • Except as specified above, no credits will be issued for cancellations. There are no refunds given under any circumstances. • IQPC is not responsible for any loss or damage as a result of a substitution, alteration or cancellation/postponement of an event. IQPC shall assume no liability whatsoever in the event this conference is cancelled, rescheduled or postponed due to a fortuitous event, Act of God, unforeseen occurrence or any other event that renders performance of this conference impracticable, illegal or impossible. For purposes of this clause, a fortuitous event shall include, but not be limited to: war, fire, labor strike, extreme weather or other emergency. • Please note that while speakers and topics were confirmed at the time of publishing, circumstances beyond the control of the organizers may necessitate substitutions, alterations or cancellations of the speakers and/or topics. As such, IQPC reserves the right to alter or modify the advertised speakers and/or topics if necessary without any liability to you whatsoever. Any substitutions or alterations will be updated on our web page as soon as possible.DISCOUNTS:All ‘Early Bird’ Discounts require payment at time of registration and before the cut-off date in order to receive any discount. Any discounts offered whether by IQPC (including team discounts) must also require payment at the time of registration. All discount offers cannot be combined with any other offer.YOUR DETAILS: Please email our Database Manager at [email protected] and inform them of any incorrect details which will be amended accordingly.DATA PROTECTION:Personal data is gathered in accordance with the Data Protection Act 1984. Your data may be passed to other companies who wish to communicate with you offers related to your business activities. If you do not wish to receive these offers, please tick the box below.

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Main Conference:17 & 18 May

Venue:Singapore

CUSTOMER EXPERIENCE MANAGEMENT - IQPC

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