Customer Experience Conference World CUSTOMER EXPERIENCE WORLD 2011
Platinum Sponsors - Customer Experience World 2011
Telus - Platinum Sponsor of Customer Experience World CapGemini - Platinum Sponsor of Customer Experience World Alcatel-Lucent

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Customer Experience World 2011


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SUMMIT PROGRAMME


Register

2012 AGENDA:



8:00 AM Registrations & Morning Tea
9:15 AM

Welcome Remarks & Overview by Chairman & Host

Philip Carden, Vice-President Customer Experience, ALCATEL-LUCENT

9:30 AM Keynote I : The Future of Customer Experience in Mobile Industry Today

Ibrahim Gedeon, CTO, Telus
9:50 AM Keynote II : How Social Media is Transforming the Customer Experience

Laurence Buchanan, Vice President, CRM & Social CRM, EMEA, Capgemini
10:10 AM Keynote III: How Personalisation Will Take Customer Experience to Next Level

Lois Kraus, Executive Director Billing & Customer Services, ATT
10:30 AM Morning Refreshments and Networking Break
11.00 AM Keynote IV: M2M's Impact on Customer Experience Transformation

Ramez Younan, CEO, Orga Systems
11.20 AM Keynote V : Advertising 2.0 & The Customer Experience: How Social Media, Apps & Anaylitcs Will Transform Advertising Strategies for Mobile Operators & Consumers

Shaun Gregory, Managing Director, O2 Media
11.40 AM

Panel Discussion:  The Shift to Customer Experience: How To Innovate & Transform

Moderator:
Ibrahim Gedeon, CTO, Telus

Panelists:

Ramez Younan, CEO, Orga Systems
Laurence Buchanan, Vice President, CRM & Social CRM, EMEA, Capgemini
Shaun Gregory, Managing Director, O2 Media
Lois Kraus,
Executive Director, Revenue Assurance & Billing, AT&T

12:15 PM LUNCH BREAK - BUFFET (WORKING LUNCH)
1:30 PM Operator Case Study: Customer Experience Myths in Emerging Markets

Mustafa Peracha, CEO, WiTribe (a Qtel Company)
1:50 PM "What's in it for me?" The Consumer Perspective on the Connected Customer Experience

Dr.Alaistair Hanlon, Vice President Market Strategy, Amdocs
2:10 PM Operator Case Study: Dashboard for Analytics, Self-Service and Personalised Billing

Subhra Das, Senior Vice President - Marketing & Customer Experience, du (UAE)
2.30 PM Moving Beyond Service Assurance: Improving Customer Experience with Operational Intelligence

Adrian Pasciuta , Director, Industry Solutions, Vitria
2.50 PMNetworking & Refreshment break
3.20 PM The Emerging Role of OSS/BSS Systems in Customer Experience Transformation

Kapil Singhal, VP, Carrier Services and Solutions, ARICENT GROUP
3.50 PM Panel Discussion:  The Shift to Customer Experience: Monetizing The SDM & M2M Opportunity

Moderator:
Philip Carden, Vice-President Customer Experience, ALCATEL-LUCENT

Panelists:
Kapil Singhal, VP, Carrier Services and Solutions, ARICENT GROUP
Ibrahim Gedeon, CTO, Telus
Mustafa Peracha, CEO, WiTribe
Subhra Das, Senior Vice President - Marketing & Customer Experience, du (UAE)
4:30 PM

COCKTAIL RECEPTION

 

5:15 PM

End of Conference Day One

 

Register

Day Two - 30th June 2011


8:00 AM Registrations & Morning Tea
9:15 AM Welcome Remarks & Overview
9:30 AM Keynote I : What Customers Want: The Experience Transformation Imperative

Chris Marsh, Senior Analyst, Enterprise Research, YANKEE GROUP
9:50 AM Keynote II : Smart Platforms & Smart Devices: Achieving Success Through Cloud Services

Noah Chancellor, CMO, STC (Saudi Telecom Company)
10:10 AM The Power of Prediction: The Next Frontier in Customer Experience Management

John Brooks, Vice President, Analytics at Subex
10:30 AM Morning Refreshments and Networking Break
11.00 AM Keynote IV: Profiting from a Personalized Online Customer Experience

Kirk Mosher, Vice President Product Marketing , ORACLE
11.20 AM Keynote V: M2M and Customer Experience

Geoffrey Zbinden, Head of M2M Connectivity at Orange Group
11.40 AM

Panel Discussion:  The Shift to Customer Experience: Cloud and Web 2.0 Challenges

Moderator:
Philip Carden, Vice-President Customer Experience, ALCATEL-LUCENT

Panelists:

Geoffrey Zbinden, Head of M2M Connectivity at Orange Group
Noah Chancellor, CMO, STC (Saudi Telecom Company)
Chris Marsh, Senior Analyst, Enterprise Research, YANKEE GROUP
Kirk Mosher, Vice President Product Marketing , ORACLE

12:15 PM LUNCH BREAK - BUFFET (WORKING LUNCH)
1:30 PM Case Study: "Customer Lifecycle Management through branded customer interaction"

Philipp VonHoltzendorff-Fehling, VP Marketing, T-Mobile (USA)
1:50 PM Network Infrastructure and Customer Experience

David Noguer Bau, Director of Solutions Marketing EMEA, Juniper Networks
2.10 PM Marketing 2.0 – Using Analytics to Build Trust and Create Fans

Matt Hooper, CMO, MDS
2.30 PM Networking & Refreshment break
3.00 PM Customer-centric mobile interfaces: the last mile experience for SDM vendors and users

Olivier Milcent, CMO, Momac
3.20 PM Panel Discussion:  Customer 360 and The Next Frontier in Customer Experience

Moderator:
Kirk Mosher, Vice President Product Marketing , ORACLE

Panelists:
Matt Hooper, CMO, MDS
Philipp VonHoltzendorff-Fehling, VP Marketing, T-Mobile (USA)
Geoffrey Zbinden, Head of M2M Connectivity at Orange Group
David Noguer Bau, Director of Solutions Marketing EMEA, Juniper Networks
4:00 PM

Closing Remarks by Chairman & Host

Philip Carden, Vice-President Customer Experience, ALCATEL-LUCENT

4:20 PM

COCKTAIL RECEPTION

 

5:15 PM

End of Conference Day One

 

Register



Platinum Sponsors


Alcatel-Lucent

TELUS

HP


Gold Sponsors 2011

Amdocs

Juniper Networks

Amdocs

MDS

Orga Systems

Subex

Orga Systems

Momac

Vitria


Supporting Organization

OVUM

Yankee

Analysys Mason





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