1 UNIQUE TELECOMS MEETING SEPTEMBER, SESIONES SIMULTÁNEAS 30 SEPTEMBER, 2015 WORKSHOP EXCLUSIVO PARA LOS OPERATORES ROYAL TULIP - RIO DE JANEIRO - BRAZIL Av. Aquarela do Brasil, 75 - Rio de Janeiro/RJ - Brazil Speakers Confirmed so far: Gadi Solotorevsky, Ambassador, TM FORUM Arthur Skinner Neto, Gerente Geral de Telecomunicações, Comitê Organizador dos Jogos Olímpicos e Paralímpicos Rio 2016 Cicero Olivieri, Network Implementation Director, TIM BRASIL Isaias Alegria Garcia, Engineering and Operations Manager, MARCATEL MEXICO Tony Poulos, Consulting, WeDo Technologies Rodrigo Tavares, Customer Experience Management Director, MERCADO LIVRE Luciano Paz, Customer Experience Director, OI Jorge Koreeda, Consultor Executivo de Tecnologia, OI Floriano Paulino da Costa Neto, Superintendente de Garantia de Receita, CLARO John Gillespie, EVP of Global Sales and Business Development, CVIDYA
3 Day 1: Monday, 28th September, :00 Reception and Welcome Coffee 09:00 Official Conference Openning 09:00 Official Conference Openning 09:00 Official Conference Openning BSS & OSS SESSION Session focused on Operations Support Systems and Business Support Systems. Working with OSS and BSS always mean to adapt, change, adjust, improve and upgrade. It means knowing exactly what is going on from end to end, including all network elements. All fixed and mobile parts that make up the connected society. The network must be planned to function in the best possible way. CUSTOMER EXPERIENCE MANAGEMENT, BIG DATA & ANALYTICS SESSION Session focused on successful initiatives in Customer Experience in Brazil and Latin America. It will also be discussed how to monetize the customer experience through Big Data & Analytics. REVENUE MANAGEMENT & FRAUD PREVENTION SESSION Session focused for those responsible for ensuring revenue in the operator and responsible for fraud prevention. It will be addressed new market trends in Latin America, loss control, recent studies and practices to prevent fraud, big data, etc. We will have the participation of speakers from throughout Latin America, including presentation of TM Forum insights. 09:05 Chairman s Opening Remarks: Ari Lopes, Principal Analyst, OVUM (confirmed) 09:05 Chairman s Opening Remarks: 09:05 Chairman s Opening Remarks: Tony Poulos, Consulting, WeDo Technologies (confirmed) 09:10 Opening Panel: How to Meet the Growing Demands of End Users for More Personalized and Innovative Services and Faster Response Times The increasing complexity and scale of telecommunications networks and the also increasing local services demand a lot of those who design, operate and maintain them. OSS simplifies and automates common operational processes, bringing benefits for CAPEX and OPEX, increased customer satisfaction and faster implementation. Learn more about the projects and successful case studies. Invited: 09:00 Current Scenario of Customer Experience Management in Telecom in Latin America 10:00 How to Monetize the Customer Experience Through Big Data & Analytics - Using Big Data to work optimize VIP customers? 10:40 Coffee Break & Exhibition Visit 11:20 What Differential are Operators Working on Regarding Customer Service? 09:10 Can a Dynamic Revenue Assurance Coverage Strategy Create More Value? - Revenue assurance coverage in relation to revenue assurance maturity - Revenue assurance around the world - Which percentage of company revenue is effectively covered by RA controls, and how to best allocate the RA resources in order to get the most return in terms of reducing risks and preventing revenue leakages?
4 Jose Gerardo Treviño, Information Technology Director, Axtel Mexico José Pedro Nascimento, Network Engineering Director, TELEFONICA VIVO Mauro Fukuda, Technology Director, OI Ricardo Telles Kalume, Operations Director, EMBRATEL Cesar Augusto Mendoza Noy, Director Dirección Ingenieria de Servicios Masivos DISM, ETB COLOMBIA Cicero Olivieri, Network Implementation Director, TIM BRASIL (confirmed) 10:00 Prepare BSS for the Internet of Things Convidados: Devon Lozano, Supervisor, Billing, BELIZE TELEMEDIA LIMITED Claudio Venegas, Gerente de Billing, VTR CHILE 10:40 Coffee Break & Exhibition Visit 11:20 How Can You Forecast Future Network Capacity and Demand to Optimize Network Performance? 12:00 NFV (Virtualized Network Function) and its Relation to the OSS / BSS - What are the challenges of OSS to monitor telecom networks in NFV? 12:40 Retention Time New services and/ or tools that reduce the prices are the way to go. How to get there? 13:20 Networking Lunch & Exhibition Visit - Why is this service usually leveled down and how to change it? 12:00 How Does Big Data Produce "Targeted Offering" Following Individual Customer s Behaviors 12:40 Managing Customer Experience and Improving Customer Retention - How to show the ROI for the operator - Actions and proactive actions Rodrigo Tavares, Customer Experience Management Director, MERCADO LIVRE (confirmed) 13:20 Networking Lunch & Exhibition Visit 14:40 Expectativas e Requisitos com Relação a Ferramentas de CEM Coleta e análise de informações da rede a fim de antecipar e melhorar a qualidade de experiência do usuário. Jorge Koreeda, Consultor Executivo de Tecnologia, OI (confirmed) 15:20 Analytics & Geolocation 16:00 Coffee Break & Exhibition Visit 16:40 The Voice of the Client - Supplementing traditional network performance management with building a complete picture of the service experience per customer - Adopting self-service as a strategy to minimise 10:00 Loss Control in Data Services - Cases related to revenue evasion - Internal controls and revenue cycle market 10:40 Coffee Break & Exhibition Visit 11:20 Internal Fraud in the Company's Post-Billing Operations - How is this issue dealt with within the operators? - How is it monitored? - What are the solutions applied to prevent it/ fix it? 12:00 Company Profitability in Face of Reducers: Changing the Interconnection Charges and Electronic Fraud - How big is the impact of that for the telecoms business? 12:40 Margin Assurance: Can you Calculate the Cost Margin and Revenue by Client? The telecom industry has been dealing with revenue assurance for a number of years. Most telcos have made solid strides in improving financial performance from short-term revenue assurance efforts, but few have made the longer-term operational performance improvement changes to sustain these benefits. Embedding revenue assurance within your processes and systems will help your company to remain agile and competitive, and to build customer loyalty.
5 14:40 How to use Big Data and Hadoop to Identify Consumer Behaviour and Enhance Customer Experience 15:20 Validation Billing & Charging: A Convergent Solution 16:00 Coffee Break & Exhibition Visit 16:40 Real Time Charging s Cases of Success 17:20 Delivering Comprehensive End-to-End BSS/OSS Transformation - End-to-end BSS/OSS to ensure that its contracting, supply, invoicing, and service assurance operations can support the company s new direction - The advanced functionality utilizing a single, unified platform for BSS and OSS will enable and simplify operations, increase automation, and improve ease of use. This, in turn, will accelerate the rollout of new products, reduce CapEx and OpEx, and enhance the customer experience 18:00 Ending of Conference Day 1 with Cocktail Sponsored by operational cost and maximise service excellence - Technology innovations that can drive increased customer insights for improved decision making 17:20 Draw your Customer Journey Using the Advanced Analytics - Increasing the acquisition using the predictive analytics - Uplift the customer revenue using multiple microsegmentation - Minimize your churn using the Churn prevention platform - Rotational churn - Build your competition defense line 17:40 Big Data for the Olympic and Paralympic Games Arthur Skinner Neto, Gerente Geral de Telecomunicações, Comitê Organizador dos Jogos Olímpicos e Paralímpicos Rio 2016 (confirmed) 18:20 Ending of Conference Day 1 with Cocktail Sponsored by 13:20 Networking Lunch & Exhibition Visit 14:40 IoT The Opportunity, the Revenue Risks, and the Role of RA and FM Gadi Solotorevsky, Ambassador, TM FORUM (confirmed) 15:20 The Great Unknown How can operators leverage big data to prevent future revenue losses in the a data based world - The existing and future fraud challenges - Using DPI (Deep Packet Inspection) to identify fraud - Sponsored data - The importance of streaming data - C²P Coverage, Cost, Performance - Building the right architecture John Gillespie, EVP of Global Sales and Business Development, CVIDYA (confirmed) 15:55 Coffee Break & Exhibition Visit 16:40 What is Revenue Assurance in Your Business? - How is the area structured? - Can you ensure that 100% of the information is correct? - RA culture and how to show this importance internally? Invited: Talles Alexandre Camilo, Gerente de Revenue Assurance, CIELO 17:20 RA for Enterprise / Wholesale Lines of Business
6 18:00 Ending of Conference Day 1 with Cocktail Sponsored by
7 BSS & OSS SESSION Session focused on Operations Support Systems and Business Support Systems. Working with OSS and BSS always mean to adapt, change, adjust, improve and upgrade. It means knowing exactly what is going on from end to end, including all network elements. All fixed and mobile parts that make up the connected society. The network must be planned to function in the best possible way. Day 2: Tuesday, 29th September, 2015 CUSTOMER EXPERIENCE MANAGEMENT, BIG DATA & ANALYTICS SESSION Session focused on successful initiatives in Customer Experience in Brazil and Latin America. It will also be discussed how to monetize the customer experience through Big Data & Analytics. REVENUE MANAGEMENT & FRAUD PREVENTION SESSION Session focused for those responsible for ensuring revenue in the operator and responsible for fraud prevention. It will be addressed new market trends in Latin America, loss control, recent studies and practices to prevent fraud, big data, etc. We will have the participation of speakers from throughout Latin America, including presentation of TM Forum insights. 09:05 Chairman s Opening Remarks 09:05 Chairman s Opening Remarks: 09:05 Chairman s Opening Remarks: Tony Poulos, Consulting, WeDo Technologies (confirmed) 09:00 SON and Invasions on Network Experience Invited: 3GPP 09:40 Impact of OSS/ BSS in Customer Loyalty and Efficiency 10:20 Coffee Break & Exhibition Visit 11:00 Case Study: Next Generation Service, the BSS Transformation 11:40 Preparing Your Network for SON Platforms - Benefits for LTE launches using SON platforms 12:20 Successful Cases of FTTH Deployment Services 09:00 Management View on Customer Experience and How It Can Drive Business Performance - Is CEM in the telecoms industry a worthwhile longterm investment? - How is your current performance of CEM delivering to top management goals? - How does CEM tie-in with your long-term business plans? - Is CEM offering operators a competitive advantage in the market? - What expectations do you have for your CEM functions for the next 3 years? 09:40 How Big Data Can Help to Identify Customer Needs 09:00 New Revenue Assurance Functions Challenges Facing the Value Added Services and Broadband Floriano Paulino da Costa Neto, Superintendente de Garantia de Receita, CLARO (confirmed) 09:40 Blast impact on LTE and Data Traffic in Revenue Assurance and Risk 10:20 Coffee Break & Exhibition Visit 11:00 IT platforms versus Pricing Model OTT 11:40 Voip in Pay TV
8 13:00 Networking Lunch & Exhibition Visit 14:00 SON - Self-Optimizing Networks e Inovações na Experiência da Rede 14:40 Efficient Operations, including reduction of OPEX and Increased Productivity 15:20 EHealth Case Studies focusing on M2M - Anticipating what your customers don t know! - How to build innovative opportunities and foresee future customer patterns - How can you leverage CRM analytics and predictive analytics for sales proposals, promotions offerings and campaign management strategies? - Taking steps to advance the level of maturity of your organization s content creation, delivery, and measurement activities 10:20 Coffee Break & Exhibition Visit 11:00 Self-Organizing Networks have the Potential to Rapidly and Simultaneously Transform Network Economics and Improve Customer Experience 11:40 Monetizing Customer Experience Through Big Data & Analytics 12:20 Monitoring Communication Channels and Optimizing Customer Experience 12:20 Frauds on Data Network Security weakness in cloud-based data - Fraud in ecommerce - Fraude em ecommerce 13:00 Networking Lunch & Exhibition Visit 14:00 Fraud Prevention Sales for Telecom Products 14:40 Fraud Prevention Associated to Continuous Auditing 15:20 Big Data and Revenue Management 16:00 Fraud Management and Security Is There a Clear Border? - Models for Cooperation 13:00 Networking Lunch & Exhibition Visit 14:30 Improving Customer Care Process Through Quality of Experience Analytics 15:20 Discussing Customer Experience Strategy Based on Segmentation - How to ensure your customer expectations are being met - Is the customer-centric organisation wrong?
9 - Discussing VoC (voice of customers & value of customers) - Outlining how different customer expectations means different need 16:00 Coffee Break & Exhibition Visit 16:00 Coffee Break & Exhibition Visit 16:30 Sizing up your Data Situation to Transform Your Customer Experience Strategy - Leveraging big data to create a single source of truth and making customer intelligence accessible throughout the enterprise - Transparently handling privacy concerns regarding customer data - Using conventional data in unconventional ways 17:00 Customer Experience Management Effectiveness is Broader than the CRM Ensure operators to implement tools and processes to extract, expose and analyze real time data throughout any customer implementation, so that the customer experience continually improves all the way through the customer lifecycle. This way, it brings the opportunity to not only improve customer intimacy, but also enhance brand, loyalty and advocacy, create innovation, and drive opportunities across industries 16:30 Group Operations Best Practices of RA and FM at the Group Level 17:10 Moving from Voice Based Revenues to Data Based Revenues - The Revenue Management Implications 17:40 Terminal, Routes, Origins and Destinations Blocking Tools 18:00 Closing of the Event 17:30 Using Big Data to Compile Ideas from the Network Is it possible to use Big Data to ensure that the network behaves well during major events? 17:40 Impacts on Telecom Market Invited: ANATEL 18:00 Closing of the Event
UNIQUE TELECOMS MEETING 28-29 SEPTEMBER, 2015 3 SIMULTANEOUS SESSIONS 30 SEPTEMBER, 2015 EXCLUSIVE WORKSHOP ONLY FOR OPERATOR ROYAL TULIP - RIO DE JANEIRO - BRAZIL Av. Aquarela do Brasil, 75 - Rio de Janeiro/RJ
The CIO s role in the future of telecommunications By Roberta Prescott Sponsored by: As telecommunication operators face increasing competition not only from other carriers but also from over-the-top players,
ericsson White paper 284 23-3211 Uen August 2013 Big Data Analytics Successful decision-making will increasingly be driven by analytics-generated insights. From the lowest-level network enablers to high-level
Your global research partner US$ Generating value and competitive advantage from BSS managed services Sponsored by Introduction ABOUT INFORMA TELECOMS & MEDIA Informa Telecoms & Media is the leading provider
Business white paper From big data to knowledge: analytic use cases for CSPs Executive summary Big data is an opportunity for communications service providers (CSPs) to create the intelligence for operating
BUY BIG DATA IN RETAIL Table of contents What is Big Data?... How Data Science creates value in Retail... Best practices for Retail. Case studies... 3 7 11 1. Social listening... 2. Cross-selling... 3.
Breaking with Tradition in the Insurance Industry: Strategies to Insure Operational Efficiency and Future Growth An Executive Perspective Authored by Deb Miller 1 Business process SOLUTIONS EXEcutive Perspective
VENDOR PROFILE TCS Business Process Services Enabling Operational Transformation in the Telecom Sector Mukesh Dialani Curtis Price IDC OPINION Global Headquarters: 5 Speen Street Framingham, MA 01701 USA
WHITEPAPER Predictive Analytics for Telecom Service Providers to Target B2B Market Segments Better Enterprise customers perceive telecom carriers as having no specialization and no locality; rather carriers
Manufacturing, Retail & Transport turn-on analytics everywhere driving business value from big data Dig value from Big Data Your business technologists. Powering progress In a Big Data world, meaning is
The Order Management Tipping Point: Why Salesforce is at the Center of the New Communication Service Provider Architecture Sponsored by Technology Changing the Customer Change is constant for all industries,
2 nd Annual Russia & CIS Telecoms Executive Forum Smart Investments and Breakthrough Strategies for Top-Line Growth and ARU Improvement 10 th & 11 th November 2014 Marriott Tverskaya, Moscow, Russia Take
LIVING in the networked society ANNUAL REPORT 2013 138th year of operations LIVING in the networked society New solutions are transforming the way people, business and society communicate and collaborate.
DATAMEER USE CASES EBOOK Top Five High-Impact Use Cases for Big Data Analytics You ve been collecting data for years. Learn how to use it to grow your business and gain a competitive edge. INTRODUCTION
Big Data Getting Value from Big Data: Focus on the Opportunities, Not the Obstacles Table of Contents 2 Embark on Your Big Data Journey with Confidence Getting Started, Keeping Moving 3 Big Data Hype Versus
CRM Forum Resources http://www.crm-forum.com Critical Steps to Successful Customer Relationship Management Staffware ecrm, Inc. Developers of MarketForce Copyright Staffware ecrm, 2000 Critical Steps to
S T R A T E G I C W H I T E P A P E R Increasing Competitiveness through Ongoing Operational Excellence Streamlining IT and network operations to improve end user quality of experience and sustain growth
IBM Industries White paper Business analytics in the cloud Driving business innovation through cloud computing and analytics solutions 2 Business analytics in the cloud Contents 2 Abstract 3 The case for
How to embrace Big Data A methodology to look at the new technology Contents 2 Big Data in a nutshell 3 Big data in Italy 3 Data volume is not an issue 4 Italian firms embrace Big Data 4 Big Data strategies
Five predictive imperatives for maximizing customer value Applying predictive analytics to enhance customer relationship management Contents: 1 Introduction 4 The five predictive imperatives 13 Products
July 2013 Contents 1. Introduction 3 2. What is Big Data? 4 3. Big Data Adoption 5 4. Drivers and Barriers 11 5. Opportunities for Digital Entrepreneurship 14 5.1. Supply-side Business opportunities 14
A smarter : an IBM perspective In collaboration with Frost & Sullivan Table of contents The changing customer 3 6 10 14 19 Digitally connected Social Informed and demanding Empowered 3 Worth a Tweet? 12%
INNOVATION GROUP INNOVATION DATA MASTERY MODEL Data Mastery is the leveraging of internal and external data (all types) to gain business insight to increase revenue, decrease expenses or improve ease of
Differentiate your business with a cloud contact center A guide to selecting a partner that will enhance the customer experience An Ovum White Paper Sponsored by Cisco Systems, Inc. Publication Date: September
358 Business Intelligence Journal July IMPACT OF BUSINESS INTELLIGENCE SYSTEMS IN INDIAN TELECOM INDUSTRY Dr. Poonam Kumar (Asst. Professor) Asia Pacific Institute of Management, New Delhi (INDIA) Email: