Customer Data And Experience Management

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  • 1. Customer Data and Experience Management in Next Generation Telecoms Understanding the Importance of Achieving Accurate and up-to-date Customer Data and the Emerging SDM Market to Maintain Strong Customer Experience for Business Profitability Barcelona, Spain 26th – 28th October, 2009 Including a Half-Day Pre-Conference Workshop on 26th October 2009: Effective Customer Data Management in Next Generation Telecoms Workshop Leader: Bill Demakakos Director KPMG In the Chair: Adina Pangica Ostrovsky Product Marketing Manager Amdocs Attending this Premier marcus evans Conference will Enable you to: • Explore the opportunities and challenges of integrating customer marcus evans Expert Speaker Panel: data systems Federico Cesconi Sven Michelsen • Hear from leading operators about their transformation projects Director Business Intelligence Director CRM and Loyalty • Optimise customer experience management by enabling a single Cablecom H3G view of the customer • Monetise customer data through personilisation techniques Rastko Ulic Mohamed Saleh • Utilise customer data effectively for marketing campaigns Director CRM Director Executive and Decision Support • Learn about visualisation and data mining tools for better Telenor Systems Technology (IT-DWH) customer data analysis du • Collect and optimise analysis of pre-paid customer data Laura Capella Head of Marketing Intelligence Janis Mikelsons Fastweb Director Network Information Learn From Key Practical Case Studies: Lattelecom Vesa Jaakkola • Belgacom create “one version of the truth” by integrating Programme Director Eckhard Freund fixed and mobile systems Elisa Head of Project Management • Cablecom highlight benefits of building customer-centric Telefonica O2 data warehouse and integrating customer feedback Tomas Hejkal • Fastweb address how data intergration across all systems Value Proposition Manager Dan Stoenescu helps to achieve better customer profiling and segmentation Telefonica O2 General Manager Systems Development • Turkcell discuss integrated touchpoint management for end Romtelecom to end customer experience Gulcin Alici • Telefonica O2 manage the customer experience by CRM Programme Leader Uri Forenberg delivering and maintaining data quality Turkcell BI Architect and Bi Implementations • KPN capitalise during recession by transforming their BI Manager landscape Joris Lindenhovius Bezeq • Orange establish a foundation for efficient master data Manager IT Business Intelligence management KPN Wim Casteur Business Intelligence Manager Early Bird Special Offer: Thomas Reichel Belgacom Senior IT Architect Book by 03/09/09 and save 10% KPN Huguette Rey Senior Business Intelligence Analyst To Book Online Go to: Jose Simoes Orange www.metelecoms.com Researcher Fraunhofer Institute FOKUS Bill Demakakos Director Sponsors Profile: Senior Representative KPMG Alcatel-Lucent Andrew Chalmers Adina Pangica Ostrovsky Product Manager Product Marketing Manager TM Forum Amdocs conferences telecoms series
  • 2. Day 1 marcus evans 26th October 2009 Half-Day Interactive Workshop Sponsor Profiles: EFFECTIVE CUSTOMER DATA MANAGEMENT IN NEXT GENERATION Effective Customer Data Management in Next Generation Telecoms Workshop Leader: Alcatel-Lucent (Euronext Paris and NYSE: ALU) is the trusted partner of Bill Demakakos service providers, enterprises and governments worldwide, providing Director solutions to deliver voice, data and video communication services to end- KPMG users. A leader in fixed, mobile and converged broadband networking, IP 13:00 Registration and Coffee technologies, applications and services, Alcatel-Lucent leverages the unrivalled technical and scientific expertise of Bell Labs, one of the largest 14.00 Workshop Leader’s Opening Remarks innovation powerhouses in the communications industry. With operations in more than 130 countries and the most experienced global services 14.10 Highlighting the Role of Customer Data Integration in the organisation in the industry, Alcatel-Lucent is a local partner with a global Telecoms Industry reach. Alcatel-Lucent achieved revenues of Euro 16.98 billion in 2008 and is • Recognising the value and importance of customer data • Viewing customer data as a profitable asset incorporated in France, with executive offices located in Paris. For more • Aligning the process and organisation to its need, unifying the data information, visit Alcatel-Lucent on the Internet: http://www.alcatel- • Discussing how to deal with privacy and data protection issues lucent.com • Highlighting the external exposure of customer data to drive business processes along value chains 14.50 Reviewing Architectural Options in Implementing Customer Data Integration • Exploring new platforms to integrate into the legacy infrastructure • Deployment challenges and how to overcome them Amdocs is the market leader in customer experience systems innovation, • Establishing which functionality is essential to successful customer data integration enabling world-leading service providers to deliver an integrated, innovative • Best practices to successful customer data integration and intentional customer experienceTM at every point of service. Amdocs provides solutions that deliver customer experience excellence, 15.30 Afternoon Tea and Networking Break combining the software, services and expertise to help its customers execute their strategies and achieve service, operational and financial 15.50 Effective Customer Data Management to Achieve Best Customer excellence. A global company with revenue of $3.16 billion in fiscal 2008, Experience and Profitable Growth • Highlighting the benefits of reduced capital and operational expenditure through Amdocs has approximately 17,000 employees and serves customers in more customer data integration than 50 countries around the world. For more information visit • How unified data impacts on a higher quality of end-user experience www.amdocs.com • Analysing customer satisfaction and decreased churn • Reviewing possibilities of additional revenue through innovative business models 16.30 Workshop Leader’s Closing Remarks 16.40 End of Workshop About Your Workshop Leader: Mr. Demakakos was Head of IT Delivery at Vodafone for over 8 years. He joined KPMG in Fall 2008, as a Director in Advisory, focusing on the Information Communications and Entertainment (ICE) sector. Key areas of interest include Master Data Management and Information Governance, IT Architecture, Strategy and Governance and Corporate/Enterprise Performance Management.
  • 3. Booking Line Day 2 Tel: +44 (0) 20 3002 3277 Fax: +44 (0) 20 3002 3016 www.metelecoms.com 27th October 2009 08:30 Registration and Morning Coffee 14.50 Operators Case Study Transforming Telecoms Now and Turning Telecoms Data into Valuable 09.00 Opening Address from the Chair Intelligence Adina Pangica Ostrovsky • Transforming telecoms into an integrated business tool Product Marketing Manager • Understand what propels the sudden interest in data management Amdocs • Using data as an asset and leveraging data that is already available • What are challenges and what will be the gains? 09.10 Association Perspective • Simplifying the business processes to greatly reduce costs Pursuing Profitability in a Challenging and Competitive Environment: a • Addressing the impact of current economic decline TM Forum Study Dan Stoenescu • The TM Forum – what it is and how it works General Manager Systems Development • Problems facing the industry Romtelecom • The study – The foremost threats and challenges to service providers 15.30 Afternoon and Networking Break – Upcoming opportunities – Understand the impact on the business and operations support systems IMPORTANCE OF CUSTOMER DATA FOR RETENTION AND LOYALTY – Bring clarity and insight to what is important in these turbulent times PROGRAMMES • Establishing the view of the industry in the next 3 years Andrew Chalmers 15.50 Operator Case Study Product Manager Analysing Pre-Paid Customer Data and Creating Effective Retention and TM Forum Loyalty Campaigns • Understanding the potential of pre-paid market INTEGRATING DATABASES AND CREATING A SINGLE VIEW OF CUSTOMERS • Collecting and optimising analysis of prepaid customer data • Establishing how to use customer behaviour and usage data to create effective 09.50 Solution Provider Perspective customer segmentation Enhancing Customer Experience through Data Management • Using the customer data for up-selling and cross-selling in pre-paid customer • Creating a single view of a customer that helps run business processes in real time base context • Highlighting benefits of data management from architectural and marketing • Providing consistent customer experience using customer data across perspectives multiple channels • Using customer data as an asset and leveraging a single accurate view of a customer at • Leveraging the data to develop effective retention and revenue all times maximisation campaigns • Handling all customer interactions in a personalised and efficient manner Rastko Ulic Adina Pangica Ostrovsky Director CRM Product Marketing Manager Telenor Amdocs THE USE OF DATA IN VALUE BASED SEGMENTATION AND CRM 10.30 Morning Coffee and Networking Break 16.30 Operator Case Study 10.50 Operator Case Study Value Based Segmentation and Customer Value Proposition Integrating and Managing Different Databases • Addressing how data integration across all systems helps to achieve better profiling and • Highlighting the link between customer data management, corporate strategy and segmentation datawarehousing • Defining segmentation strategy based on customer value and on • Integrating fixed and mobile database systems prospect markets • Marketeers are from Venus and IT developers are from Mars: How to make them work • Using value based segmentation to differentiate services at different together? touch points • Reviewing technical enablers and processes for building the "one version of the truth' • Developing micro segments and marketing campaigns • Discussing how it helps to achieve greater customer satisfaction Wim Casteur • Learning how to structure value proposition to different market segments Business Intelligence Manager Belgacom Laura Capella Head of Marketing Intelligence 11.30 Solution Provider Perspective Fastweb With an “All About ME” network, analysts have estimated that personalised services can 17.10 Operator Case Study reach $17 billion worldwide by 2014, yet subscribers are challenged with multiple Turkcell CRM Transformation Project: Integrated Touchpoint Management obstacles to personalising their services. This session describes how service providers can for End to End Customer Experience utilise subscriber data to support a step-by-step evolution of the “All About ME” network • Defining the strategies and roadmap of the project Senior Representative • Integrating all customer interaction data trough customer touchpoints and creating a Alcatel-Lucent unique contact history • Positioning all customer touchpoints based on the customer life cycle stages and 12.10 Operator Case Study differentiating the services accordingly Maximising Benefits from Customer Data Management • Differentiating customer services at each customer touchpoint based on the 360 • On the way to effective information management - setting the right goalsand targets degree customer data • Uniting data and systems – private and corporate customers • Predicting risky customers based on customer contacts and eliminating their churn risks • Project realisation - technical, organisational and financial issues at each contact • Customer behaviour data analysis – objectives and methods • Reviewing what was learnt • Prediction of next customer action - reducing the number of service denials Gulcin Alici Janis Mikelsons CRM Programme Leader Director Network Information Turkcell Lattelecom 17.50 Interactive Panel Discussion 12.50 Luncheon Organisational Challenges in Data Warehousing • Recognising the importance of data and information in management decisions 13.50 Coffee and Networking Break • How to resolve this issue between various departments • Addressing the organisational change aspects of data warehouse projects 14.10 Operator Case Study • Modification of business processes and behavior patterns within an organisation Building a Customer - Centric Data Warehouse The panel will be joined by key speakers from both days • Getting real customer feedback from different touch points • Integrating customer data systems and customer feedback into one platform 18.30 Closing Remarks from the Chair • Creating a unique view of customers and improving customer experience 18.40 End of Day 2 and services • Understanding what kind of software to use • Highlighting tools and methodologies to analyse this feedback • Closing the loop with the customers • Discussing what was learnt from this project Federico Cesconi Director Business Intelligence Cablecom
  • 4. Booking Line Day 3 Tel: +44 (0) 20 3002 3277 Fax: +44 (0) 20 3002 3016 www.metelecoms.com 28th October 2009 08.30 Registration and Morning Coffee 14.10 Operator Case Study Innovations that Drive BI Transformation in Telecoms 09.00 Opening Address from the Chair • The suffocation in innovating your legacy IT • The BI mindshift: breaking with legacy, not just IT MANAGING CUSTOMER EXPERIENCE • Providing an out of the box alternative • Single version of the truth as a foundaton for success 09.10 Operator Case Study • An insight into why years of economic decline can make your BI Managing Customer Experience by Delivering and Maintaining department flourish! Quality • Reviewing the next generation service environment Joris Lindenhovius Thomas Reichel • Scaling inevitable for SPs - transparent to end-users Manager IT Business Intelligence Senior IT Architect • Focus remains on the end user perspective of their service KPN KPN • Understanding all aspects of data and network service performance to maintain end-user satisfaction Eckhard Freund VISUALISATION AND DATA MINING TOOLS Head of Project Management Telefonica O2 14.50 Visualisation and Data Mining Tools for Better Customer Data Analysis • Data mining and analysis to enable intelligent business decisions 09.50 Operator Case Study • Enabling accurate data extraction and creating better target segments Personalised Customer Experience Management through 1-to-1 • Using datamining or an actual dialogue with customers to create the best Dialogue with Customers customer experiences • Customer experience as part of the customer lifecycle strategy • Using location data for predictive analysis • Collecting and using customer data in the dialogue with the customer • Building and running an online customer panel Jose Simoes • Creating experiences through social networks and co-creation Researcher Fraunhofer Institute FOKUS Sven Michelsen Director CRM and Loyalty 15.30 Afternoon Tea and Networking Break H3G LEVERAGING CUSTOMER DATA FOR VALUE PROPOSITION AND NEXT 10.30 Morning Coffee and Networking Break GENERATION USER SERVICES 10.50 Operator Case Study Quick Wins in a Complex and Evolving Environment 15.50 Operator Case Study • Maintaining accurate customer data in a changing IT environment Data Management and Its Impact on B2B Value Proposition Design • Reviewing integration issues, product catalogue, customer data integration and Customer Experience • Highlighting long term and short term strategies: building and maintaining EDW • Utilising the marketing advantage of an integrated telco operator vs. quick wins • Linking soft and hard customer data into value proposition design and further • Bezeq case study: leveraging EDW to create a low cost in-house campaign marketing activities management solution to improve customer experience and increased call centre • Addressing the importance of data for customer experience management productivity • Driving improvement activities based on customer data collection • Highlighting key learnings and things to avoid Uri Forenberg BI Architect and Bi Implementations Manager Tomas Hejkal Bezeq Value Proposition Manager Telefonica O2 NEXT GENERATION TELECOMS DATA ARCHITECTURE 15.30 Afternoon Tea and Networking Break 11.30 Managing Data for Effective Decision Making • Challenges in managing data 16.30 Operator Case Study • How much does poor data quality cost you? Customer Information as a Central Asset in Producing Next • What structures do you have in place to ensure your data is fit for purpose? Generation User Services • Building and adopting a data management framework can provide a competitive • Information capture and usage - control and benefits for the customer advantage • Service requirements when using service platform approach - from technology to – strategy definition usability – data management, including MDM and meta-data management • Agile software development in practice - experiences – data quality, including cleansing Vesa Jaakkola – data governance, including ownership and process design Programme Director • Benefit realisation Elisa Bill Demakakos Director MASTER DATA MANAGEMENT FOR BETTER BUSINESS EFFECT KPMG 17.10 Operator Case Study BI TRANSFORMATION Establishing the Foundation for Efficient Data Management • Highlighting the role of master data within an organisation 12.10 Operator Case Study • Deciding on data reform project: where to begin? BI Framework and Infrastructure for Telecoms Startups and Its Impact • Reviewing MDM architecture on Having a Proper / Clean Customer Data for Future Analysis • Streamlining key business processes • Do telecoms startups need proper BI infrastructure from day one? • Determining the policies, procedures and data governance standards for • Focusing on operational reporting requirements versus operational/analytical needs managing master data across the organisation • Why it is important to get a 360° view on customers at early stages? Huguette Rey • Exploring the opportunities and challenges of integrating customer data in Senior Business Intelligence Analyst startups and the impact on customer data quality in the future Orange • When is the right time to get more customer insights and see the real customer value? PERSONALISED SERVICES AND ADVERTISING THROUGH CUSTOMER Mohamed Saleh DATA MANAGEMENT Director Executive and Decision Supportive Systems Technology (IT-DWH) du 17.50 Targeted Advertising through Customer Data and Behaviour Analysis • Position yourself as a viable advertising channel 12.50 Luncheon • Making advertising relevant to the customers • Making the customer base interesting and creating a relevant audience for advertisers 13.50 Coffee and Networking Break • How to make it acceptable to consumers, advertisers and regulators 18.30 Closing Remarks from the Chair 18.40 End of Conference
  • 5. Customer Data and Experience Management in Next Generation Telecoms Booking line Barcelona, Spain Tel: +44 (0)20 3002 3277 Fax: +44 (0)20 3002 3016 www.metelecoms.com 26 – 28 October, 2009 About this conference: Developing Customer Data Management strategies will allow operators to extract more revenue from their services and deliver highly personalised digital media services. marcus evans Customer Data and Experience Management in Next Generation Telecoms conference will identify and analyse the business and technology factors that will influence the development and implementation of effective customer data IMPORTANT – Please do not remove or obscure the above label. It contains vital information management strategies for next generation telecom networks and Code: A B C D F X UK-AM2796 services. We will also examine the impact this has on the experience customers have when they sign up to or consume a particular telecom Name service. Position Organisation During this conference we will discuss the tools and procedures that make Address it possible for service providers to leverage data from a wide variety of internal sources to create customer-centric service and customer- Postcode Tel responsive products. Key industry players will analyse how Subscriber Data Fax Email Management employs common data from various internal sources in ways that can be analysed and acted upon to offer a better customer AUTHORISATION Signatory must be authorised to sign on behalf of contracting organisation experience in the next generation telecommunications environment. Industry experts will also link all this to the experience the customer has Name Position with the actual service and discuss how CEM strategies of Telcos can be Signature Date optimised. This booking is invalid without a signature TO BOOK ONLINE GO TO WWW.METELECOMS.COM Pay in UK Sterling Who Should Attend? J CONFERENCE+ WORKSHOP @ £3745.00+VAT= £4344.20 J CONFERENCE @ £2895.00+VAT= £3358.20 J EARLY BIRD CONFERENCE+ WORKSHOP @ £3370.50+VAT= £3909.28 • Mobile Network Operators J EARLY BIRD CONFERENCE @ £2605.50+VAT= £3022.38 • Wireless Service Providers Pay in Euro • Fixed-Wireless Telecom Operators J CONFERENCE + WORKSHOP @ q3845.00+VAT= q4460.20 • Other Telecom Service Providers J CONFERENCE @ q2995.00+VAT= q3474.20 J EARLY BIRD CONFERENCE + WORKSHOP @ q3460.50+VAT= q4014.18 • Regulators J EARLY BIRD CONFERENCE @ q2695.50+VAT= q3126.78 • Consultants VAT will be charged at 16%. A 24% service charge has been added to all conference fees prior to the event and is inclusive of programme materials, luncheon and refreshments. Please note that an Early Bird discount only applies to bookings made prior to 03/09/09. Vice Presidents, Heads, Directors and Senior Managers of: Please note that Early Bird di scount only apply to bookings made prior to • Marketing Data 04/01/0 METHODS OF PAYMENTS Cheque - made payable to marcus evans Conferences Ltd – VAT no. N0066782D • Data Warehousing Bank Transfer – marcus evans, Barclays Bank plc, 1 Churchill Place, London, E14 5HP • Business Intelligence Account No: 72260588 Sort Code: 20-00-00 SWIFT CODE/BIC: BARCGB22 IBAN Number: GB66BARC20000072260588, quoting delegate name(s) / invoice number and UK-AM2796 as reference. • Subscriber data Credit Card – Please debit my MASTERCARD / VISA / EUROCARD / AMEX / DINERS CARD • Data Mining Payment is required within 5 working days. • Data Quality Card Holder’s Name • Transformation Program Card No • Data Architecture • Marketing, Loyalty, Retention Signature Valid From / Expiry date / CVV code • CRM • Customer Experience TWO WAYS TO REGISTER • Customer Services 1. Book online at www.metelecoms.com 2. Fax bookings direct on +44(0)20 3002 3016 • Consumer Segmentation • Customer Care Terms and Conditions: 1. Fees are in inclusive of programme materials and refreshments. 2. Payment Terms: Following completion and return of the registration form, full payment is required within 5 days from receipt of invoice. PLEASE NOTE: payment must be received prior to the conference date. A receipt will be issued on payment. Due to limited conference space, we advise early registration to avoid disappointment. A 50% cancellation fee will be charged under the terms outlined below. We reserve the right to refuse admission if payment is For further information on this conference and special discounts not received on time. Unless otherwise stated on the booking form, payment must be made in pounds sterling. 3. Cancellation/Substitution: Provided the total fee has been paid, substitutions at no extra charge up to 14 days before the event are allowed. Substitutions please contact Sumreen Rizvi on +44 (0) 20 3002 3277 between 14 days and the date of the event will be allowed subject to an administration fee of equal to 10% of the total fee that is to be transferred. Otherwise all bookings carry a 50% cancellation liability immediately after a signed sales contract has been received by marcus evans (as defined above) or email SumreenR@marcusevansuk.com Cancellations must be received in writing by mail or fax six (6) weeks before the conference is to be held in order to obtain a full credit for any future marcus evans conference. Thereafter, the full conference fee is payable and is non refundable. The service charge is completely non-refundable and non-creditable. Payment terms are five days and payment must be made prior to the start of the conference. Non-payment or non-attendance does not constitute cancellation. By signing this contract, the client agrees that in case of dispute or cancellation of this contract that marcus evans will not be able to mitigate its losses for any less than 50% of the total contract value. If, for any reason, marcus evans decides to cancel or postpone this conference, marcus evans is not responsible for covering airfare, hotel, or other travel costs incurred by clients. The conference fee will not be refunded, but can be credited to a future conference. Event programme content is subject to change without notice. 4. Copyright etc: All intellectual property rights in all materials produced or distributed by marcus evans in connection with this event is expressly reserved and any unauthorised duplication, publication or distribution is prohibited. 5. Data Protection: Client confirms that it has requested and consented to marcus evans retaining client information on marcus evans group companies database to be used by marcus evans groups companies and passed to selected third parties, to assist in communicating products and services which may be of interest to the client. If the client wishes to stop receiving such information please inform marcus evans local office or email gleavep@marcusevansuk.com. For training and security purposes telephone calls maybe recorded. 6. Important note: While every reasonable effort will be made to adhere to the advertised package, marcus evans reserves the right to change event dates, sites or location or omit event features, or merge the event with another event, as it deems necessary without penalty and in such situations no refunds, part refunds or alternative offers shall be made. In the event that marcus evans permanently cancels the event for any reason whatsoever, (including, but not limited to any force majeure occurrence) and provided that the event is not postponed to a later date nor is merged with another event, the Client shall receive a credit note for the amount that the Client has paid to such permanently cancelled event, valid for up to one year to be used at another marcus evans event. No refunds, part refunds or alternative offers shall be made. 7. Governing law: This Agreement shall be governed and construed in accordance with the law of England and the parties submit to the exclusive jurisdiction of the English Courts in London. However marcus evans only is entitled to waive this right and submit to the jurisdiction of the courts in which the Client’s office is located. conferences