| April 24, 2012 |
| 5:00 – 7:00 p.m. |
Networking Event and Workshop |
| April 25, 2012 |
| 8:45 – 9:00 a.m. |
Opening Remarks: Tim McElligott
Editor in Chief, B/OSS |
| 9:00 - 9:30 a.m. |
Senior Vice President of TELUS’ Customer First Culture |
| 9:30 – 10:00 a.m. |
We know the main touch points: billing, customer care, field service, etc. But this session will identify all touch points and influences on the ways customers perceive their experience. It will address service providers' perception problem and show why any business must be all-in when it comes to creating a quality experience.
SPEAKER: Steve Kirkeby, Executive Director, Telecommunications
Global Services and Emerging Industries Division at J.D. Power and Associates
|
| 10:00 – 10:30 a.m. |
STEP 2: The Negative Impact of Keeping Those Elements Separate
This step will examine the options for collecting and storing the volumes of data on a provider's performance across all touch point identified in Step 1. |
| 10:30 – 11:00 a.m. |
Coffee Brought in Room for 30-minute Mixer |
| 11:00 – 11:30 a.m. |
STEP 3: How Analytics Does its Magic
There is no magic, really. This session will show you what data is used in analytics and how and explain the correlations made from various aspects of the business so that you may know what to expect in an analytics solutions and what you can push it to do.
SPEAKERS: Antoine Georges, Director of Analytics at Virgin Mobile USA
Ken King, Director of Telco & Media Convergence for SAS
|
| 11:30 a.m. – 12:00 p.m. |
STEP 4: Extending that Magic to all Systems and Departments
Once you understand how big data can be leveraged, you must know how it can be communicated to people across the business with vastly different skill sets. This session will explore how data is turned into meaningful information and displayed in a useful form. |
| 12:00 – 1:30 p.m. |
Lunch with Roundtables |
| 1:30 – 2:00 p.m. |
STEP 5: Measuring the Complete CE
It is of no value if you only think you have your processes down pat. New tools, new KPIs and new ways of determining success are required in a customer experience-focused company. This session will explore how different types of service providers are measuring success. |
| 2:00 – 2:30 p.m. |
STEP 6: Responding With Informed Actions
Once you know how you can operate with a CE focus, it is important to exercise your new power to make new kinds of business decisions based on your enhanced business intelligence and customer insight. From targeted marketing to more precise infrastructure investment, you now have the power to satisy and differentiate. |
| 2:30 – 3:00 p.m. |
STEP 7: How Your Actions Impact the Bottom Line
The Conference will finish with an actual case study of a Customer Experience-driven service provider that has implemented and been able to measure the results of its Customer Experience Strategy. |
| 3:00 – 3:15 p.m. |
Refreshments Brought in Room for 15-minute Mixer |
| 3:15 – 4:45 p.m. |
Executive Panel Discussion |
