Experts from regional telecom giants to feature in CEM Telecoms World summit in Singapore

Singapore, August 1 2016: The Customer Experience Management (CEM) in Telecoms World Summit 2016, slated  here, for October 20-21  this year,  draws together expert speakers from across the ecosystem of telecommunications industry and CEM solutions providers to present  the latest key trends and approaches in Customer Excellence Management  in Telecoms. 

The highlights of the summit will be Case Studies and Perspectives to be shared by telecoms operators on the benefits they have obtained from implementing CEM and the key challenges they have encountered. Key events  include:

Overview of Successful CEM Strategy Implementation Worldwide

Operator Keynote Address – Building A Customer First Culture

Operator Case Studies:

 – Adopting an ‘Inside-Out’ Approach to Customer Experience

– How Can You Break Down Silos within Your Organisation and Drive Accountability for the Customer Experience Across All Job Functions and Departments?

--Why Customer Experience and Enterprise Architecture Guys Need to Work Hand-In-Hand?

 – True ‘Sales through Service’ - Leveraging A Customer-Focused Approach to Drive Both New and Up-Sells

– Optimizing E²E Processes and Feedback Loops in the Customer Experience Journey

– Contact Centre: Best Practices in Simplifying the Life of Employees and Enhancing the Customer Experience

An interative panel discussion on:   How You Can  Move from Being Reactive to Proactive in Your Approach to CEM.

Key speakers and panalists include:

  • Raja Mansukhani, Head/Senior Vice President - Business Process & Operational Strategy, Celcom Axiata, Malaysia

  •  Shah Alam Bhuiyan, General Manager and Head of Technology, Customer Complaints Management, Grameenphone, Bangladesh

  • Cahyadi Poernomo, Group Head Customer Value Management, Indosat Ooredoo, Indonesia

  • NRKS Chakravarthy, Vice President- Quality, Customer Insights and Analytics, Reliance Jio Infocomm, India

  • Ahmad Azhar Yahya, Chief Customer Advocate and Hasniza Mohamed, General Manager, Customer Experience, Telekom Malaysia, Malaysia

  • Anila Fredericks, Head of Customer Service Operations, Telstra, Singapore

  • Dr Rujikorn Pavasuthipaisit, Head of Strategic Project Development and Research, True Corporation, Thailand

For more details of this conference,  here is a link to the event website