CUSTOMER EXPERIENCE AUSTRALIA

Transcription

1 CUSTOMER EXPERIENCE AUSTRALIA 26 MARCH 2015 SHERATON ON THE PARK SYDNEY, AUSTRALIA RAISING THE BAR ON CUSTOMER ENGAGEMENT AND EXPERIENCE! FOR COMMUNICATIONS INDUSTRY LEADERS

2 SUMMIT OVERVIEW Mobile connectivity, combined with apps for everything, has pushed the interaction of people with people and people with things to new levels. Telecom service providers are transforming from the delivery of just voice and data services to being purveyors of digital services involving vast partner ecosystems. As data services become the primary source of revenue and profit for most service providers, commoditization of voice and connectivity demand service innovation to ensure growth. Mobile connectivity, combined with apps for everything, has pushed the interaction of people with people and people with things to new levels. Frost & Sullivan s Customer Experience Australia, focused on the needs of changing business models, new technology evolution, support for cloud services, the effects of regulation, and real-time customer insight analysis, to provide superior customer experience and drive better business outcomes. From a practical perspective, a variety of conference participants will discuss their successes and challenges within these subject areas and others. KEY THEMES The Impact of Connectivity on the Future of the Telecoms Industry The New Definition of Customer Experience Changing Business Model To Create New Customer Value Real Time B2B and B2B2C Network Trends Usher In A New Era For The Telecom Industry Big Data and Analytics - Where's the Value Proposition? 2 CUSTOMER EXPERIENCE AUSTRALIA

3 PROGRAM AGENDA 26 March 2015 Sheraton On The Park, Sydney, Australia 8.30 AM 8.45 AM 8.50 AM 9.10 AM 10.00AM REGISTRATION WELCOME REMARKS Mark Dougan, Managing Director, Frost & Sullivan Australia KEYNOTE: THE IMPACT OF CONNECTIVITY ON THE FUTURE OF THE TELECOMS INDUSTRY This presentation provides visionary insights into the impact of Connectivity and Convergence on our future lives, driven by the rapid proliferation of connected devices and services. These new services will create innovative applications that enable seamless access and ubiquitous connectivity in the main sectors of home, work, and city Frost & Sullivan will share key findings concerning the telecom market, addressing issues such as smart devices, telecom network evolution and new revenue opportunities for industry players. We will also speak about the continuing evolution of the enterprise, discussing how cloud services, SDNs and NFV are redefining the roles of the telecom service providers. Manoj Menon, Senior Partner & Managing Director, Asia Pacific, Frost & Sullivan EXCLUSIVE DIALOGUE: TELECOM INDUSTRY VISIONARY INNOVATOR AND THOUGHT LEADER Vish Nandlall, Chief Technology Officer, Telstra Gerd Schenkel, Executive Director - Telstra Digital THE NEW DEFINITION OF CUSTOMER EXPERIENCE Improving the customer experience takes on many fronts from the care centre to network optimization and partner management AM 11.00AM Most organisations sense that they could do more to satisfy existing customers, and grow their customer base if only they could address all fronts cohesively. This session will discuss: How to provide a truly engaging and consistent customer experience across all channels Rapidly rollout offers and bundles across multiple ` channels, while unifying offer and service design across domains to maximize agility, flexibility and re-use An IT architecture that is flexible and has the capabilities to meet current and future business objectives Understand the critical success factors for the successful delivery of a customer centric transformation NETWORKING BREAK PANEL DISCUSSION: NETWORK TRENDS USHER IN A NEW ERA FOR THE TELECOM INDUSTRY What exactly is network function virtualization and how will it impact the subscriber experience? Why virtual network architecture is important and ` relevant today? How can existing services be enhanced? Next steps, the route to new network concepts and services How will these trends change subscriber communications, support and service? Moderator: Mark Dougan, Managing Director, Frost & Sullivan Australia Panel Members: 1. Vish Nandlall, Chief Technology Officer, Telstra 2. Raghu Prasad, Head Communications and Media Industry Solutions Asia-Pacific and Japan, Oracle 3. Easwaren Siva, General Manager Technology Governance & Strategy, Vodafone Australia AM PM PM PANEL DISCUSSION: BIG DATA AND ANALYTICS - WHERE'S THE VALUE PROPOSITION? Information procurement is gradually becoming very critical in businesses for the extraction of values from various data sources such as mobile devices, Web, automated sensory technologies, RFID, social networking websites, and so on. Big Data platforms can help organizations achieve these requirements. Recognize the security issues hindering Big Data adoption. Understand the key trends in the industry. Discover new opportunities of technology convergence. Moderator: Manoj Menon, Senior Partner & Managing Director, Asia Pacific, Frost & Sullivan Panel Members: 1. Steve Nichols, General Manager, IT Services - ` Enterprise, NBN Co 2. Rodney Haywood, Head of Technology, ANZ, Amazon Web Services 3. Daniel Nelson, Head of Enterprise Development, ` Braintree, a PayPal Company CLOSING REMARKS Mark Dougan, Managing Director, Frost & Sullivan Australia NETWORKING LUNCH 3 CUSTOMER EXPERIENCE AUSTRALIA

4 SPEAKERS DANIEL NELSON Head of Enterprise Development Braintree, a PayPal Company EASWAREN SIVA General Manager, Technology Governance & Strategy Vodafone Hutchison Australia GERD SCHENKEL Executive Director Telstra Digital Daniel Nelson is an engineer, mobile commerce champion, and Data Science expert heading up PayPal s Braintree Enterprise Business in Australia. Throughout his career Daniel has helped some of worlds most recognised brands advance their approach to commerce in an increasingly innovative market. Easwaren Siva has more than 20 years experience working in the Australian telecommunications industry. Mr Siva has previously held senior positions at Vodafone, Orange and 3 Mobile engaged in delivering first to market services, including the introduction of SMS, Prepay and converged Home Zone services to the Australian market, as well as live streaming of the cricket using cloud computing. In this position Gerd and his team deliver a comprehensive, relevant and integrated digital experience for all Telstra customers. In 2014 Telstra also launched its Digital First approach which is all about creating a brilliant connected future for its customers and staff, Gerd is overseeing this cross-company program of work. MANOJ MENON Senior Partner & Managing Director, Asia Pacific Frost & Sullivan Manoj Menon directly manages Frost & Sullivan s business in Asia Pacific. Manoj started at Frost & Sullivan in December 1996 as one of the pioneers when the company was just beginning its trajectory into Asia. He has, since then, successfully grown the company s presence and business in Asia Pacific by manifold MARK DOUGAN Managing Director Australia Frost & Sullivan Over 20 years of management and strategy consulting experience, having worked for clients in the UK, Continental Europe, North America, Asia Pacific, Australia and New Zealand. Particular expertise in Market assessment and analysis, Market entry and expansion strategies, Customer analysis and segmentation. RAGHU PRASAD Head Communications and Media Industry Solutions Asia-Pacific and Japan Oracle Raghu Prasad has more than 22 years of experience in the ICT industry. At Oracle, Raghu is focused on driving solutions and business value in large business and IT transformations in the telecom and media industries. He has worked extensively with service providers in Korea, India, Malaysia and Australia in this capacity. Raghu leads a cross-functional team of industry experts who work as hands-on trusted advisors to service providers in solution design, architecture blueprints, business case development and business value justifications. Prior to joining Oracle, Raghu was the Regional CTO for Comverse Technology. 4 CUSTOMER EXPERIENCE AUSTRALIA

5 SPEAKERS RODNEY HAYWOOD Head of Technology ANZ Amazon Web Services STEVE NICHOLS General Manager, IT Services - Enterprise NBN Co VISH NANDLALL CTO Telstra With a broad experience in ICT spreading over 20 years. Experience across applications, servers, storage, networking, virtualisation, data centre operations, disaster recovery and Cloud Services. Steve has 15 years of telco industry experience and is an energetic and influential leader who is passionate about data. His natural instinct for seeing the opportunities that big data creates drives new customer or operational initiatives that make a difference. He has established innovative technology strategies to leverage organisational data as a strategic asset and built supporting analytics cultures to drive value creation. Vish Nandlall is the CTO for Telstra and a highly regarded telecom visionary. Wireless World recently named Vish one of the "Top 100 Wireless Wave Makers" globally. Vish is widely recognized for his contributions to the telecom industry, serving as a director and policy chair for TIA, as well as being a member of the FCC technology advisory committee under Chairman Wheeler. 5 CUSTOMER EXPERIENCE AUSTRALIA

6 SPONSORS MAIN SPONSOR ORACLE Oracle Corporation, incorporated in 2005, is a provider of enterprise software and computer hardware products and services. The Company provides cloud services as well as software and hardware products to other cloud service providers, both public and private. The Company s software business consists of two segments: new software licenses and cloud software subscriptions and software license updates and product support. The Company's hardware systems business consists of two operating segments: hardware systems products and hardware systems support. The Company s services business consists of the remainder of its operating segments and offers consulting services, managed cloud services and education services. Effective March 13, 2013, it acquired Nimbula Inc. Effective February 6, 2014, Oracle Corp acquired the entire share capital of Responsys Inc. MEDIA PARTNER SUPPORTING ASSOCIATION TELCO PROFESSIONALS TelcoProfessionals(TP) is an interactive, content rich, blog- and video-centric online community, and business exchange, developed exclusively for the Telecom and Media industry. We are dedicated to individuals working in the industry globally, as a place they can find and help each other get ahead. TP includes a full Telecom & Media events listing, blogs from Thought Leaders, videos of the people shaping the industry s future. TP allows you to network directly with over 110,000 like-minded unique viewers from 206 countries. To enhance your professional profile and network for future business opportunities, or to visit our jobs portal, join us today on ASIA CLOUD COMPUTING ASSOCIATION asiacloudcomputing.org TelcoProfessionals(TP) is an interactive, content rich, blog- and video-centric online community, and business exchange, developed exclusively for the Telecom and Media industry. We are dedicated to individuals working in the industry globally, as a place they can find and help each other get ahead. TP includes a full Telecom & Media events listing, blogs from Thought Leaders, videos of the people shaping the industry s future. TP allows you to network directly with over 110,000 like-minded unique viewers from 206 countries. To enhance your professional profile and network for future business opportunities, or to visit our jobs portal, join us today on 6 CUSTOMER EXPERIENCE AUSTRALIA

7 WHO SHOULD ATTEND INDUSTRIES Telecoms (Local & Foreign) Internet Service Provider Government Bodies/Regulators OSS/BSS Vendors Network & Infrastructure Providers Equipment Manufacturers Software Providers System Integrators Application Providers Content Developers & Multimedia Providers 8% ASIA PACIFIC 29% OTHER EXECUTIVES LEVEL 26% C-LEVEL BREAKDOWN BY COUNTRY 92% AUSTRALIA BREAKDOWN BY JOB FUNCTION 11% SENIOR MANAGEMENT LEVEL 34% MIDDLE MANAGEMENT LEVEL 7 CUSTOMER EXPERIENCE AUSTRALIA

8 PAST ATTENDEES AAPT Austar BearingPoint CompTel Computerworld Cordelta / Transact Coutts Communications / ACS Telecommunications Board Dialog Axiata GRASP Technology Infonova Intec itnews KORDIA M2 NBNCo NEC Australia NetCracker Netezza Optus Optus SingTel Progress Software Simply Energy Telecom New Zealand Telstra The Register Two Degrees Utilibill Virgin Mobile Vividwireless Vodafone Hutchison Australia VOSS Solutions ZDNet 8 CUSTOMER EXPERIENCE AUSTRALIA

9 REGISTRATION & SPEAKING OPPORTUNITY PARTNERSHIP OPPORTUNITY Sam Heng Event Manager Jacklyn Lim Strategic Account Executive CUSTOMER EXPERIENCE AUSTRALIA

10 About Frost & Sullivan Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we Is your organisation prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies? have been developing growth strategies for the global 1000, emerging businesses, the public Contact us: Start the discussion sector and the investment community. CUSTOMER EXPERIENCE AUSTRALIA We Accelerate Growth 2015 FROST & SULLIVAN