Tuesday, 23 July 2019

Breakfast Briefing: Tactics to become more customer-centric

Breakfast with Total Telecom
Thursday 28 April 11

Join Total Telecom for our customer experience breakfast briefing on the 9 June 2011 . This event is free to attend to qualifying delegates.

Analysts agree that focusing on enhancing the customer experience is the most important competitive differentiator for a communications service provider (CSP), to ensure customer loyalty, increase customer spend and reduce operating costs. However the provision of increasingly complex bundled products combined with inflexible / silo based operations and systems are making it difficult to fulfil services without error. A recent study completed by Vanson Bourne noted 64% of service providers stated that order fall out caused customer churn…

Analysts agree that focusing on enhancing the customer experience is the most important competitive differentiator for a communications service provider (CSP), to ensure customer loyalty, increase customer spend and reduce operating costs.

However the provision of increasingly complex bundled products combined with inflexible / silo based operations and systems are making it difficult to fulfil services without error.

A recent study completed by Vanson Bourne noted 64% of service providers stated that order fall out caused customer churn, butBreakfast with Total Telecom in general CSP’s lack end to end visibility into the fulfilment process and have limited ability to replace their existing systems. Therefore they cannot respond to any issues that arise.

RESERVE YOUR PLACE

Join Total Telecom, Global Village Telecom (GVT), Yankee Group and Progress Software for this complimentary Customer Experience breakfast briefing where we will examine the issues, the trends and most importantly what service providers can do become more customer-centric and capitalise on the opportunities to generate revenue and reduce costs.

Learn from our expert speakers:

Global Village Telecom is the largest alternative service provider in Brazil and is a wholly owned subsidiary of Vivendi SA. They will explain:
> What factors have driven them to a more customer experience oriented approach
> Success stories: What works, and what doesn’t
> How does gaining real time visibility into operations reduce costs, increase revenue, and result in happier customers

Yankee Group are a leading independent technology research and consulting firm and will provide insight into industry trends affecting  Customer Experience Management, and the impact on communication service provider business.

Progress Software will provide expert insight into the key trends and drivers in the industry today. How these are impacting service providers and how they can capitalize on the opportunities presented.  They will focus on all aspects of operations including, but not limited to Fulfillment, Marketing, and Assurance and especially how to achieve operational responsiveness without an expensive "rip and replace" project.

 AGENDA
 07:30 – 11:00 Informal breakfast, followed by:
 > Presentation: Giulliano Carvalho – Systems Manager at Global Village Telecom (GVT)
 > Presentation: Sandra Palumbo – Research Fellow at Yankee Group
 > Presentation: Sanjay Kumar: VP for Communication & Media at Progress Software
 > Panel Discussion: generating revenue, saving costs and creating happy customers by becoming more customer centric.

 

Sandra Palumbo - yankee Group Sanjay Kumar - Progress Software Glen Turvey
Giulliano Carvalho - Global Village Telecom (GVT) Sandra Palumbo - Yankee Group Sanjay Kumar - Progress Software Glen Turvey - Total Telecom
       
View the speaker profiles Reserve your seat

 

VENUE & TIMING
The Westin Governor Morris    
Morristown, NJ 07960

Breakfast from 07:30 - 11:00 Thursday June 9, 2011

 

   

Supported by:

Progress Software          register

 

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