Telecoms World Summit 2012

11 Telecom Operators sharing Case Studies & Perspectives at Customer Experience Management (CEM) in Telecoms World Summit 2012

11 Telecom Operators, namely Aircel (India), Bangladesh (Bangladesh), Celcom Axiata (Malaysia), CSL (Hong Kong), Dialog Axiata (Sri Lanka), DiGi (Malaysia), Grameenphone (Bangladesh), Nepal Telecom (Nepal), PT XL Axiata (Indonesia), Sistema Shyam TeleServices (India) & Telecom Malaysia (Malaysia) will be sharing case studies and perspectives in implementing CEM strategies at Customer Experience Management World Summit 2012 which will be held from 27 to 28 September 2012 in Singapore.

The following key issues will be addressed at this conference:

• Closing the Customer Service Gap – Adapting to An Evolving Customer Landscape
• The 5 Stepping Stones to Customer Centricity
• Understanding How to Transform Your Customer Experience Management Strategy Into Actionable and Tangible Results Using Direct Customer Feedback
• Designing and Implementing An Effective Customer Experience Strategy
• Exploiting the Power of Social Media to Encourage Customer Loyalty
• Utilising Social Media As A Tool To Deliver Real Business Results
• Driving Customer Loyalty with Efficient CEM Technology Platforms
• Machine-to-Machine: Driving the Connected World
• Machine-To- Machine: Horizontal Approach Enabling Operators to Build a Profitable Business
• M2M’s Impact on Customer Experience Transformation
• Creating Experiential Measures to Drive Experience Enhancements
• Experience as A Critical Business Driver
• How to Create A Sustainable Differentiated Experience
• Experience is Beyond Service Alone
• How Telecom Cloud Services Will Impact Customer Experience Management?
• Developing A Customer Centric Culture to Increase Customer Loyalty & ROI
• Examining Contact Strategies Across A Range of Customer Channels through Leveraging on Segmentation and Mining of Customer Billing and Spending Data
• Boosting Profit by Personalisation Using Advanced Customer Communications Techniques
• Evaluating Customer Experience Management Strategies from An Executive Point-Of-View – What Are the Current Priorities for Telcos?

Companies representing the CEM for Telecom Industry Ecosystem will be speaking at this conference:

Sachin Kumar Das, AVP/Head Customer Experience Delivery, Aircel, India

Rubaiyat A. Tanzeen, Quality Assurance Associate General Manager, Planning & Development, Customer Care, Banglalink, Bangladesh

Andreas West, Senior VP, Customer Management, Celcom Axiata, Malaysia

George Chua, VP, Customer Analytics, Customer Value Management, Celcom Axiata, Malaysia

Suet Yu, Director, Customer Experience Management, CSL, Hong Kong

Kapil Sharma, General Manager, Group Service Delivery Management, Dialog Axiata, Sri Lanka
Suresh Ramasamy, Technology Stretegist/Futurist, DIGI, Malaysia

Jonnie Tupas, VP, Sales and Marketing-Asia, Dingli Communications, Hong Kong

Kashif Baig, Head of Customer Experience & Digital-Social Media, Grameenphone, Bangladesh

Shawn Sanderson, Operator Consultant, Jasper Wireless, Singapore

Andy Farquharson, Regional Director, LogMeIn Asia Pacific, Australia

Anoop Ranjan Bhattarai, Deputy General Manager-Planning, Nepal Telecom, Nepal
Soma Velayutham, Head of Global CEM Product Management, Nokia Siemens Networks, Singapore
Ongki Kurniawan, Director/Chief Service Management Officer, PT XL Axiata, Indonesia

Koert Breebaart, Senior Principal Value Engineering, SAP Asia, Singapore (previously Director Customer Experience, SingTel)

Vlad Pozdyshev, Organizational Excellence & Customer Experience Officer, Sistema Shyam TeleServices (MTS India), India

Suzana Mohd Salleh, General Manager, Business Development & Marketing, TM SME, Telecom Malaysia, Malaysia

Anthony Hogan, Technical Director APAC, The Now Factory, Singapore

Tim Deluca-Smith, VP Marketing, WDS, UK

Telecoms World Summit 2012