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 - Brazil Speakers Confirmed so far: Igor Sanabria, Revenue Assurance & Procurement Manager, DIGICEL PANAMA Carlos Baigorri, Superintendente de Competição, ANATEL Arturo Greco, Convergent Billing Manager, TELECOM PERSONAL PARAGUAY Javier Postigo Lopez, Gerente de Detección de Fraude, Tgestiona PERU- TELEFONICA Sergio Inchausti, Coordinador Customer s Analytics, CABLEVISIÓN ARGENTINA Cicero Olivieri, Network Implementation Director, TIM BRASIL Arthur Skinner Neto, Gerente Geral de Telecomunicações, COMITÊ ORGANIZADOR DOS JOGOS OLÍMPICOS E PARALÍMPICOS RIO 2016 Isaias Alegria Garcia, Engineering and Operations Manager, MARCATEL MEXICO Christiams Valle Gomez, Jefe de Prevención de Riesgo Operacional, TELEFONICA PERU Leonel Alejandro Aquino Rodas, Gerente de Aseguramiento de Ingresos y Riesgos, TELEFÓNICA MÓVILES DE GUATEMALA Guilherme Fernandes Silveira, Consultant Engineer, TELEFONICA VIVO Tony Poulos, Consulting, WeDo Technologies Gadi Solotorevsky, CTO, cvidya and Ambassador and Chair of the Revenue Assurance team, TM FORUM Rodrigo Tavares, Customer Experience Management Director, MERCADO LIVRE Luciano Goulart 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 Ana Paula Rodrigues Marques de Oliveira, Diretora de Relacionamento com Cliente, ALGAR TELECOM Robert Skrok, Solution Architect & Consultant, COMARCH Ricardo Telles Kalume, Gerente Regional de Operações SP, EMBRATEL José Ricardo Formagio Bueno, TM Forum Latin America Interest Group Chairman and TM Forum Latin America Ambassador, TM FORUM Marcelo Martignago Bailão, Gerente Sênior de Relacionamento com o Mercado e Operações de Faturamento, CLARO
2015 SPONSORS: Platinum Sponsor: Gold Sponsor: Silver Sponsor: Bronze Sponsor: Associate Sponsors: Sponsor:
Day 1: Monday, 28th September, 2015 08:00 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. 09:00 Customer Experience Management and Data Analytics Best Practices This presentation will cover an Introduction to how TM Forum s members are advancing CEM and data analytics concepts and best practices by collaborating with companies from across the digital ecosystem. - Get introduced to some of the best practices produced by TM Forum members, including maturity models, CEM lifecycle model, a suite of over 550 metrics mapped to every stage of the lifecycle model, an 09:10 Loss Control in Data Services - Cases related to revenue evasion - Internal controls and revenue cycle market Leonel Alejandro Aquino Rodas, Gerente de Aseguramiento de Ingresos y Riesgos, TELEFÓNICA MÓVILES DE GUATEMALA (confirmed) 10:00 Can a Dynamic Revenue Assurance Coverage Strategy Create More Value? - Revenue assurance coverage in relation to revenue
Ricardo Telles Kalume, Gerente Regional de Operações SP, EMBRATEL (confirmed) Cicero Olivieri, Network Implementation Director, TIM BRASIL (confirmed) 10:00 Prepare BSS for the Internet of Things 10:40 Coffee Break & Exhibition Visit 11:20 Digital Telco Transformation Jesper Rhode, CMO LATAM, ERICSSON (confirmed) 12:00 Validation Billing & Charging: A Convergent Solution 12:40 BSS in Front of Challenges of M2M and IoT World Robert Skrok, Solution Architect & Consultant, COMARCH (confirmed) 13:15 Networking Lunch & Exhibition Visit 14:40 How Can You Forecast Future Network Capacity and Demand to Optimize Network Performance? 15:20 NFV (Virtualized Network Function) and its Relation to the OSS / BSS Jonas Santiago, OSS Sales & Architecture, Director, AMDOCS (confirmed) 16:00 Coffee Break & Exhibition Visit omnichannel guidebook, an ROI calculator, innovations in 360 degree view of the customer, data analytics reference model, 59+ data analytics use cases and much more - Hot off the presses hear key findings from just released CEM research we have done with our members as well as recent data analytics research findings - Gain insight into the future vision of CEM and data analytics according to TM Forum members, in particular the impact on the customer with the Internet of Things, Digital Health, Smart Cities and Data Monetization José Ricardo Formagio Bueno, TM Forum Latin America Interest Group Chairman and TM Forum Latin America Ambassador, TM FORUM (confirmed) 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? 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 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? 10:40 Coffee Break & Exhibition Visit 11:20 Digital Biometrics (Implementation Peru) - Main threats telecommunications services - Use of biometrics to combat the informal market Christiams Valle Gomez, Jefe de Prevención de Riesgo Operacional, TELEFONICA PERU (confirmed) 12:00 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. 12:40 Networking Lunch & Exhibition Visit
16:40 Real Time Charging s Cases of Success 17:20 ANATEL's Vision on the Impact of the Revenue Reducers on the Telecom Business - Reduced revenue due to the replacement of traditional services by OTT applications (WhatssApp, Netflix, etc.) - Reviewing the traditional telcos regulation - In general the regulation does not keep pace of technological innovation - how should the government appropriate the benefits of new technologies, overcoming the tensions today? Carlos Baigorri, Superintendent of Competition, ANATEL (confirmed) 18:00 Ending of Conference Day 1 with Cocktail Sponsored by Rodrigo Tavares, Customer Experience Management Director, MERCADO LIVRE (confirmed) 13:20 Networking Lunch & Exhibition Visit 14:40 Expectations and Requirements Relation CEM Tools Jorge Koreeda, Consultor Executivo de Tecnologia, OI (confirmed) 15:20 Analytics & Geolocation 16:00 Coffee Break & Exhibition Visit 16:40 From Feedback to data and from data to the clients Sergio Inchausti, Coordinador Customer s Analytics, CABLEVISIÓN ARGENTINA (confirmed) 17:20 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 14:00 IoT The Opportunity, the Revenue Risks, and the Role of RA and FM Gadi Solotorevsky, CTO, cvidya and Ambassador and Chair of the Revenue Assurance team, TM FORUM (confirmed) Raul Azevedo, Director of Product Development, WeDo Technologies (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 Understating the Bypass and New Modalities Javier Postigo Lopez, Gerente de Detección de Fraude, Tgestiona PERU - TELEFONICA (confirmed) 17:20 RA for Enterprise / Wholesale Lines of Business 18:00 Ending of Conference Day 1 with Cocktail Sponsored by
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 Ensuring the Delivery of Invoices in Suitable Time and Cost Marcelo Martignago Bailão, Gerente Sênior de Relacionamento com o Mercado e Operações de Faturamento, CLARO (confirmed) 09:40 Impact of OSS/ BSS in Customer Loyalty and Efficiency 10:20 Coffee Break & Exhibition Visit 11:00 Replacement Technology Project of the BSS / OSS Systems - Telecom Personal Paraguay' s Case Study 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? Guilherme Fernandes Silveira, Consultant Engineer, TELEFONICA VIVO (confirmed) 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 Innovations in Fraud & Revenue Assurance Guy Van der Meeren, Principal Consultant
Arturo Greco, Gerente Billing Convergente, Telecom Personal Paraguay (confirmed) 11:40 Preparing Your Network for SON Platforms - Benefits for LTE launches using SON platforms 12:20 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 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 NFV and OSS: Implementation and Operating Cost Reduction Isaias Alegria Garcia, Engineering and Operations Manager, MARCATEL MEXICO (confirmed) 09:40 How Big Data Can Help to Identify Customer Needs - 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 Ariel Pacilio, Engagement Manager OSS/BSS, ERICSSON (confirmed) 12:20 Monitoring Communication Channels and Optimizing Customer Experience 13:00 Networking Lunch & Exhibition Visit 14:30 Improving Customer Care Process Through Quality of Experience Analytics Ana Paula Rodrigues Marques de Oliveira, Diretora de Telecommunications, SIGOS (confirmado) Paul Lia, Business Development Director Revenue Assurance, SIGOS (confirmado) 12:20 Frauds on Data Network Security weakness in cloud-based data - Fraud in ecommerce 13:00 Networking Lunch & Exhibition Visit 14:00 Fraud Prevention Sales for Telecom Products Igor Sanabria, Revenue Assurance & Procurement Manager, DIGICEL PANAMA (confirmed) 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
Relacionamento com Cliente, ALGAR TELECOM (confirmed) 15:20 Discussing Customer Experience Strategy - How to ensure your customer expectations are being met - Is the customer-centric organisation - Discussing VoC (voice of customers & value of customers) - Outlining how different customer expectations means different need Luciano Paz, Customer Experience Director, OI (confirmado) 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 Daniel Varesio, IT Project Director, GVT (awaiting the final confirmation) 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 Closing of the Event