SESSION MODERATORS:
Enda Doyle, UK & Ireland Technology and Telecom Consulting Lead, EY
Erik Meijer, Senior Vice President Europe and Global Customer Specialist, Mach49
INTERVIEW: Shifting to a value driven scalable agile organization
- Understanding why leadership is critical to shifting the company culture and mindset
- What does a people-centric culture entail and how will it change the organization?
- Examining how to best implement your cultural change initiatives
- How do attitudes and behaviors need to change to successfully foster a digital mindset?
Interviewer: Erik Meijer, Senior Vice President Europe and Global Customer Specialist, Mach49
Ulrich Irnich, CIO, Vodafone Germany
INTERVIEW: Transforming into an agile organization to successfully compete and grow
- Setting clear purpose and direction: ensuring that the organizational transformation is driven by senior management
- Making sure that the operating model is mature enough to support organizational transformation
- How to structure the transformation to boost value creation
- Quantifying gains in terms of innovation, performance, speed and customer centricity
Interviewer: Erik Meijer, Senior Vice President Europe and Global Customer Specialist, Mach49
Mark Düsener, Executive Vice President Mobile Network & Services, Swisscom
CASE STUDY: Using engagement data to increase agility, personalize CX interactions, and increase profitability
- Identifying new business models and further opportunities to drive growth and profitability
- Utilizing end-to-end real-time engagement data for personalized CX, optimized decision-making, and enhanced operational efficiency
- Protecting sensitive information, enabling secure access, while ensuring smooth flow of critical data (in real time and batch)
Interviewer: Adrian Hillcoat, Country Manager UK, Ab Initio
Ben Potter, Lead Principal Architect, AT&T
Campbell McClean, Advisor to Chief Architect, BT Group
INTERVIEW: Drive agility and innovation for enhancing customer experience
- How digital transformation revolutionized the BSS to improve business agility, customer experience, and operational efficiency
- Reduce complexity with BSS in a multi-vendor environment, using open standard frameworks including TM Forum Open APIs
- The best route to achieve improvements such as > 95% time-to-market improvement, 75% improved response time, and 30% increase in Internal Net Promoter Score
Interviewer: Lucky La Riccia, Head of Cloud Software & Services, Middle East & Africa, Ericsson
Anas Alsenaidy, Customer Management & Digital Applications Director, Commercial Unit Enablement, STC