C-Level Telco Speakers to Share Views on Implementing a Successful CEM Programme

Three C-Level telco speakers will be sharing their vital view on implementing a successful CEM programme at Customer Experience Management (CEM) in Telecoms World Summit 2015 which will be held from 13-14 August 2015 in Singapore.

Telecom ServicesThese three C-Level telco speakers are:

  • Nashad Emir, Chief Customer Experience Officer, Celcom, Malaysia
  • Rebecca Eclipse, Chief Customer Experience Officer, Globe Telecom, Philippines
  • Brenda Lynn Dichoso, Chief Customer Care Officer, Smartfren Telecom, Indonesia

They will be sharing their views on the following key issues :

  • Creating An Internal Culture Change and Organisational Transformation around Customer Insight and Experience-Keeping
  • Approaching integration in different areas, technologies and systems
  • Ensuring that CEM activities are at the heart of all decision-making processes within the organization
  • Enhancing Customer Experience through Excellent Billing Communications
    Using CEM systems to draw information and insights from cross-organisational sources

The following key issues will be addressed in depth with necessary Real World Case Studies at this summit:

  • Achieving A Sustainable and Competitive Advantage within An Increasing Challenging Business Environment
  • Operator Keynote Address – Operationalising Customer Experience in the Digital Age
  • Embedding A Customer-Centric Culture Across Your Business
  • Operator Case Study – Building A Customer First Culture
  • Operator Case Study – Using Technology to Put Customer First
  • Operator Case Study – Aligning Department-Level and Corporate-Wide Customer Experience Objectives
  • Creating An Internal Culture Change and Organisational Transformation around Customer Insight and Experience-Keeping
  • Approaching integration in different areas, technologies and systems
  • Ensuring that CEM activities are at the heart of all decision-making processes within the organization
  • Using CEM systems to draw information and insights from cross-organisational sources
  • Driving Customer Loyalty & Reducing Churn
  • Operator Case Study – Loyalty & Retention: What is the Linkage?
  • Leveraging the Customer Experience to Drive Brand Loyalty
  • Operator Case Study – Examining Why and How to Develop Customer Experience Initiatives Specifically Geared Towards Retaining Customers
  • Deciphering & Resolving Next Generation Obstacles in Maximising Customer Loyalty
  • How Can You Reduce Costs and Increase ROI from your CEM Investments whilst Still Offering An Optimal Customer Experience?
  • How do you prioritise your CEM investments and accurately measure the ROI of your CEM initiatives in both the short- and long-term?
  • How can you reduce staffing levels without compromising the customer experience?
  • How can you use self-serve as a way to improve the customer experience whilst reducing costs?
  • How can you reduce costs by minimising the complexity of your CEM initiatives?
    Which contracts can you re-negotiate with your partners in order to drive cost savings?
  • Leveraging the Strength of Your Partners in the Mobile Chain to Design New Levels of Customer Experience
  • Operator Keynote Address – Delivering A Positive Customer Experience at All Times by Providing the Best Support and Service Possible
  • Putting the Customers at the Heart of Network Management
  • Operator Case Study – Bridging the gap between marketing and technical departments to ensure a single full view of the customers
  • Delivering Service Quality to Reduce Churn Rates
  • How Can You Accurately Measure Your Customers’ Network Experience?
  • What KPIs should you use to ensure that your technical department is working towards customer-centric KPIs rather than traditional technical KPIs?
  • What data should you use to gain accurate reflection of the customer experience on your network?
  • How can you successfully analyse network data to detect when a customer is experiencing a problem?
  • What customer support channels should youo put in place to ensure that you can handle customers’ network issues?
  • How can you manage the burden of handling negative customer experience that arise from apps that you do not own?
  • Engaging Your Employees for Customer Centricity
  • Operator Case Study – Contact Centres: Best Practices in Simplifying the Life of Employees and Enhancing the Customer Experience
  • Operator Case Study – How to Ensure Better Customer Interactions Across All Touch Points?
  • Operator Case Study – Customer Experience Management: Customer Complaints, Expectation, Current Challenges and Way Forward from Operator Perspective
  • Operator Case Study – CHAT – Balancing Experience & Efficiency in Call Centres Implementation for Success

Companies/organisations representing the CEM in Telecoms Ecosystem will be speaking at this conference :

Sachin Kumar Das, Vice President (National Head CS Mobility Operations), Aircel, India

Alan Coleman, CEO, Brite:Bill, Ireland

Nashad Emir, Chief Customer Experience Officer, Celcom Axiata, Malaysia

Dr Suresh Ramasamy, Principal Consultant-Technology Strategy, DiGi, Malaysia

Rebecca Eclipse, Chief Customer Experience Officer, Globe Telecom, Philippines

Shah Alam Bhuiyan, General Manager and Head of Technology, Customer Complaints Management, Grameenphone, Bangladesh

Willem Najoan, Head of Loyalty & Retention, Indosat, Indonesia

Senior Director, NICE Systems

Koert Breebaart, Senior Principal Value Engineering, SAP Asia, Singapore

Brenda Lynn Dichoso, Chief Customer Care Officer, Smartfren Telecom, Indonesia

Hasniza Mohamed, Head of Customer Experience, Telekom Malaysia, Malaysia

Dian Ediana, Head of Planning & Process Management, Sub Dir Customer Care Management, Telkomsel, Indonesia

Suphavadee Trakulboon, General Manager, True Touch, Thailand

Ilya Kravtsov, Head of Commercial Strategy, XL Axiata, Indonesia

Further information can be found at the conference website.

CCW EU 2019



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