As the digital revolution reshapes the global business landscape, every person, company and industry is learning to navigate a complex set of new opportunities and threats. These profound impacts can be summarized as follows:
Digital Consumption
Companies can innovate, scale and grow faster, at lower cost, while delivering a better service and operating at lower cost by embracing digital-as-a-service elastic infrastructure, platforms and services, including the Internet of Things, machine to machine (M2M), software as a service (SaaS) and platform as a service (PaaS), and embracing tools to enable a truly mobile workforce.
Digital Interaction
Companies can reach a global audience overnight, building stronger brand relationships and better understanding of their customers’ needs. Customers expect a seamless omni-channel experience with self-service capability. Scale, personalization, ease of purchase, quality of service and omni-channel are key competitive differentiators.
Digital Disruption
Barriers to market entry and innovation are lower than ever thanks to elastic as-a-service infrastructure. The digital world creates opportunity for major disruption and disaggregation of almost every industry. Traditional value chains are being replaced by a complex value fabric of multi-sided business models. Established players must continuously innovate and transform to stay in the game.
To be successful, the customer must be the focus of the organization. From customer-centric strategies for product development, to seamless experiences across a multitude of devices and screens, to personalized interactions that anticipate customer needs, all aspects of operations, business management, IT, C-suite and more must work together with single-minded attention. Good enough is not good enough anymore. The choices in the market are too tempting to skimp on customer experience.
TM Forum’s workshops are an exclusive program for technology and business leaders, focusing on the challenges of digital business transformation. Combining unique research, inspiring thought leadership and frank debate between executives, the program aims to promote knowledge-sharing on the challenges ahead and identify areas for greater collaboration between companies for mutual success.
Developing data-driven customer-centric strategies for the digital age
This talk briefly introduces the structure and flow of the following workshop sessions in the wider context of transformation to customer centricity within a digital business. In addition, we will identify the critical components of customer centricity, including analytics and omni-channel, and assess industry progress in these areas.
Speed networking
Attendees must introduce themselves and collect three to five business cards.
Future best practices for CEM metrics and maturity: Creating a dashboard of the future
This forward-looking workshop leverages key TM Forum assets that help in measuring customer experience performance and maturity to guide a discussion on data-centric customer experience in the digital age. The benefits of using Net Promoter Score (NPS), customer advocacy (CA) or Customer Effort Score (CES) will be covered and the best approaches for KPIs for decision-making at multiple levels of the organization explored.
Exercise: (30 minutes)
Outcome: In this exercise, participants define the elements for a dashboard of the future, identifying what their perfect future state for measuring customer experience would look like.
Managing the transformation journey to customer centricity
This workshop focuses on how service providers are transforming to higher levels of customer centricity, addressing what their experiences have been, what they think the critical success factors and biggest obstacles are, and what their next steps will be. We will also gain insights into what does and doesn’t work.
After the presentation, participants will answer questions around critical success factors, and overcoming key obstacles to success, as well as roles and responsibilities within the organization.
Outcome: This workshop provides participants with a broad understanding of how companies are managing the transition to customer centricity, helping them to understand what is truly important, and how other companies have overcome obstacles on the road to customer centricity.
Closing remarks
Recap learnings – brief discussion on TM Forum resources to help address issues. Audience opinion polls and feedback.
MORNING BREAK
LUNCH
AFTERNOON BREAK
Coffee Break
Women of the Digital World
Get connected. Share your story. Be part of the conversation.
Women delegates are welcome to attend and enjoy lunch, a few presentations, and networking.
Space is limited, email to RSVP.
ZOOM Networking Breakfast
Interested in hearing a bit more in detail about TM Forum ZOOM Project? Join us for a networking breakfast and find out the current status of deliverable, work underway, how to get involved, and meet with the project leaders.
The breakfast is a great way to network with other attendees interested in the same topic, gain more insight into the project, and get involved.
Space is limited, email to RSVP.
