{"id":5185,"date":"2015-07-27T09:50:41","date_gmt":"2015-07-27T09:50:41","guid":{"rendered":"http:\/\/www.customerservicemanager.com\/?p=5185"},"modified":"2016-06-09T15:21:22","modified_gmt":"2016-06-09T15:21:22","slug":"c-level-telco-speakers-to-share-views-on-implementing-a-successful-cem-programme","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/c-level-telco-speakers-to-share-views-on-implementing-a-successful-cem-programme\/","title":{"rendered":"C-Level Telco Speakers to Share Views on Implementing a Successful CEM Programme"},"content":{"rendered":"<p>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.<\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"alignleft size-full wp-image-8966\" src=\"http:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2015\/07\/telecome.jpg\" alt=\"Telecom Services\" width=\"250\" height=\"213\" \/>These three C-Level telco speakers are:<\/p>\n<ul>\n<li>Nashad Emir, Chief Customer Experience Officer, Celcom, Malaysia<\/li>\n<li>Rebecca Eclipse, Chief Customer Experience Officer, Globe Telecom, Philippines<\/li>\n<li>Brenda Lynn Dichoso, Chief Customer Care Officer, Smartfren Telecom, Indonesia<\/li>\n<\/ul>\n<p>They will be sharing their views on the following key issues :<\/p>\n<ul>\n<li>Creating An Internal Culture Change and Organisational Transformation around Customer Insight and Experience-Keeping<\/li>\n<li>Approaching integration in different areas, technologies and systems<\/li>\n<li>Ensuring that CEM activities are at the heart of all decision-making processes within the organization<\/li>\n<li>Enhancing Customer Experience through Excellent Billing Communications<br \/>\nUsing CEM systems to draw information and insights from cross-organisational sources<\/li>\n<\/ul>\n<p>The following key issues will be addressed in depth with necessary Real World Case Studies at this summit:<\/p>\n<ul>\n<li>Achieving A Sustainable and Competitive Advantage within An Increasing Challenging Business Environment<\/li>\n<li>Operator Keynote Address &#8211; Operationalising Customer Experience in the Digital Age<\/li>\n<li>Embedding A Customer-Centric Culture Across Your Business<\/li>\n<li>Operator Case Study \u2013 Building A Customer First Culture<\/li>\n<li>Operator Case Study &#8211; Using Technology to Put Customer First<\/li>\n<li>Operator Case Study \u2013 Aligning Department-Level and Corporate-Wide Customer Experience Objectives<\/li>\n<li>Creating An Internal Culture Change and Organisational Transformation around Customer Insight and Experience-Keeping<\/li>\n<li>Approaching integration in different areas, technologies and systems<\/li>\n<li>Ensuring that CEM activities are at the heart of all decision-making processes within the organization<\/li>\n<li>Using CEM systems to draw information and insights from cross-organisational sources<\/li>\n<li>Driving Customer Loyalty &amp; Reducing Churn<\/li>\n<li>Operator Case Study \u2013 Loyalty &amp; Retention: What is the Linkage?<\/li>\n<li>Leveraging the Customer Experience to Drive Brand Loyalty<\/li>\n<li>Operator Case Study \u2013 Examining Why and How to Develop Customer E<span style=\"line-height: 1.5;\">xperience Initiatives Specifically Geared Towards Retaining Customers<\/span><\/li>\n<li>Deciphering &amp; Resolving Next Generation Obstacles in Maximising Customer Loyalty<\/li>\n<li>How Can You Reduce Costs and Increase ROI from your CEM Investments whilst Still Offering An Optimal Customer Experience?<\/li>\n<li>How do you prioritise your CEM investments and accurately measure the ROI of your CEM initiatives in both the short- and long-term?<\/li>\n<li>How can you reduce staffing levels without compromising the customer experience?<\/li>\n<li>How can you use self-serve as a way to improve the customer experience whilst reducing costs?<\/li>\n<li>How can you reduce costs by minimising the complexity of your CEM initiatives?<br \/>\nWhich contracts can you re-negotiate with your partners in order to drive cost savings?<\/li>\n<li>Leveraging the Strength of Your Partners in the Mobile Chain to Design New Levels of Customer Experience<\/li>\n<li>Operator Keynote Address \u2013 Delivering A Positive Customer Experience at All Times by Providing the Best Support and Service Possible<\/li>\n<li>Putting the Customers at the Heart of Network Management<\/li>\n<li>Operator Case Study \u2013 Bridging the gap between marketing and technical departments to ensure a single full view of the customers<\/li>\n<li>Delivering Service Quality to Reduce Churn Rates<\/li>\n<li>How Can You Accurately Measure Your Customers\u2019 Network Experience?<\/li>\n<li>What KPIs should you use to ensure that your technical department is working towards customer-centric KPIs rather than traditional technical KPIs?<\/li>\n<li>What data should you use to gain accurate reflection of the customer experience on your network?<\/li>\n<li>How can you successfully analyse network data to detect when a customer is experiencing a problem?<\/li>\n<li>What customer support channels should youo put in place to ensure that you can handle customers\u2019 network issues?<\/li>\n<li>How can you manage the burden of handling negative customer experience that arise from apps that you do not own?<\/li>\n<li>Engaging Your Employees for Customer Centricity<\/li>\n<li>Operator Case Study \u2013 Contact Centres: Best Practices in Simplifying the Life of Employees and Enhancing the Customer Experience<\/li>\n<li>Operator Case Study \u2013 How to Ensure Better Customer Interactions Across All Touch Points?<\/li>\n<li>Operator Case Study &#8211; Customer Experience Management: Customer Complaints, Expectation, Current Challenges and Way Forward from Operator Perspective<\/li>\n<li>Operator Case Study \u2013 CHAT \u2013 Balancing Experience &amp; Efficiency in Call Centres\u00a0Implementation for Success<\/li>\n<\/ul>\n<p><strong>Companies\/organisations representing the CEM in Telecoms Ecosystem will be speaking at this conference :<\/strong><\/p>\n<p>Sachin Kumar Das, Vice President (National Head CS Mobility Operations), Aircel, India<\/p>\n<p>Alan Coleman, CEO, Brite:Bill, Ireland<\/p>\n<p>Nashad Emir, Chief Customer Experience Officer, Celcom Axiata, Malaysia<\/p>\n<p>Dr Suresh Ramasamy, Principal Consultant-Technology Strategy, DiGi, Malaysia<\/p>\n<p>Rebecca Eclipse, Chief Customer Experience Officer, Globe Telecom, Philippines<\/p>\n<p>Shah Alam Bhuiyan, General Manager and Head of Technology, Customer Complaints Management, Grameenphone, Bangladesh<\/p>\n<p>Willem Najoan, Head of Loyalty &amp; Retention, Indosat, Indonesia<\/p>\n<p>Senior Director, NICE Systems<\/p>\n<p>Koert Breebaart, Senior Principal Value Engineering, SAP Asia, Singapore<\/p>\n<p>Brenda Lynn Dichoso, Chief Customer Care Officer, Smartfren Telecom, Indonesia<\/p>\n<p>Hasniza Mohamed, Head of Customer Experience, Telekom Malaysia, Malaysia<\/p>\n<p>Dian Ediana, Head of Planning &amp; Process Management, Sub Dir Customer Care Management, Telkomsel, Indonesia<\/p>\n<p>Suphavadee Trakulboon, General Manager, True Touch, Thailand<\/p>\n<p>Ilya Kravtsov, Head of Commercial Strategy, XL Axiata, Indonesia<\/p>\n<p>Further information can be found at the <a href=\"http:\/\/www.symphonyglobal.com\/index.php\/event\/page\/customer-experience-management-2015\/overview\" target=\"_blank\">conference website<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>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..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/5185"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=5185"}],"version-history":[{"count":2,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/5185\/revisions"}],"predecessor-version":[{"id":8967,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/5185\/revisions\/8967"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=5185"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=5185"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=5185"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}