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Customer Experience Management in Telecoms World Summit

4/25/19 2:00 AM - 4/26/19 10:00 AM
VenueGoodwood Park Hotel Singapore

Customer Experience Management (CEM) in Telecoms World Summit 2019 draws together highly-regarded expert speakers from across the ecosystem of telecommunications industry and solution providers to present to you the latest key trends and development in CEM, big data analytics and AI technologies and strategies.  The highlights of the summit will be Case Studies and Perspectives to be shared by senior professionals from telecoms operators in implementing effective CEM strategies in their businesses.


Listen to Presentations and Case Studies for These Important Topics:

      Deliver the Next Generation Digital Customer Experience Enabled by Connected Intelligence

      Are You Ready for the 4th Industrial Revolution?

      Driving A Seamless Customer-Centric CEM

      Building A 360-Degree Customer Profile

      Operator Case Study - Why Omni-Digital is a Key Differentiator for Outstanding Customer Experience?

      Operator Case Study – A Case Study on Customer Experience Strategy and Implementation at The Largest Telco (Telkom Indonesia) in the Region

      Operator Case Study – Embracing Customer Experience Innovation

      The Digital Customer Experience: The Role of Identity-Centric Platforms

      Sustaining A Culture of Experience

  • How will you maintain momentum amidst real business challenges?
  • How will you avoid the pitfalls that come with leading CX at scale?

      From Retail to Me-tail: Tomorrow's Customers Are Here - and They're Changing Everything

      Unlocking Value in the Experience Economy

      Leveraging the Strength of Your Partners in the Mobile Chain to Design New Levels of Customer Experience

      Data-Driven Customer Experience: How Data and Machine Learning Can (and Cannot) Drive Better Customer Understanding and Experience

      Operator Case Study – “The Pattern Language”: Propagating Service Design throughout Your Entire Company


  • How to maximise social media channels to enhance customer experience?
  • How to create, implement and communicate a customer-centric brand?
  • How to ensure your contact centre is efficient and customer-friendly?
  • How to implement truly customer-centric digital transformation?
  • How to eradicate silos and break down other organisational barriers to customer centricity?
  • How to leverage business model innovation to enhance customer-centric thinking?
  • How to ensure the billing process is customer-centric?
  • How to make sure your CX strategy is geared towards loyalty and retention?
  • How to use data to deliver personalised experiences?

      CX Transformation: How Do You Actually Deliver to Your Customer in A Time of Complex Change?

      Changing A Corporate Culture in An Era of Digital Transformation

      Tapping on Innovative Technologies for Successful CEM Implementation – Big Data, Machine Learning & CX Automation

      Driving Differentiation through Innovation Is At the Top of the Strategic Agenda: Are You Driving Innovation and Profits with Your Big Data?

      Synergetic Solutions: Machine Learning and Intelligent Process Automation

      AI and Intelligent Engagement

      Operator Case Study - Digital Disruption: Streamline Your Automation and Increase Your Customer Base

      Operator Case Study – Scaling Capabilities to Compete in Telecom eCommerce

      Operator Case Study – Turning the Direction of Dialogue: Using AI & Analytics for a Proactive Approach to Customer Experience Combining New Technologies

      Operator Case Study – How Will IoT Change the Way in which Customers Interact With Us?

      Operator Case Study – What is Added Value to An Enterprise?  Achieving B2B Brand Loyalty

      INTERACTIVE PANEL DISCUSSION: What Will Be the Biggest Trends to Impact Customer Experience in Telecoms Over the Next Year?

  • What are the new technologies that are set to bring dramatic change to the industry?
  • What will the impact be on customer experience?
  • Where should we be shifting our focus to meet customer demands?


Meet and Network with the following Prestigious and Highly Regarded Speakers & Panelists from :


  • Pedro Uria-Recio, Head of Axiata Analytics, Axiata Group, Malaysia
  • Tony Poulos, Managing Editor, Disruptive Asia
  • Mikey Velasco, Director for Solutions Architecture, Globe Telecom, Philippines
  • Rangarajan Kalyanasundaram, Group Head & SVP – Enterprise & Wholesale, Indosat Ooredoo, Indonesia
  • Daniel Clarke, Head of IoT, Big Data and Emerging Products APAC, Informatica, Hong Kong
  • Senior Director, Lynx Analytics, Singapore
  • Will Gibson, Vice President - Marketing & Amplifier, Maplewave, UK
  • Ani Bhalekar, Associate Partner, McKinsey & Company, Singapore
  • Aditya Tummala, Global Market Development Head, Digital Intelligence, Nokia Software Asia Pacific & Japan
  • Koert Breebaart, Vice President, eXperience Management Engineering, VE APJ, SAP Asia, Singapore
  • Aps Chikhalikar, Chief Innovation Officer, APJ, Telecom Industry Lead,ServiceNow
  • David Stanton, Telecommunications Leader, ASEAN, ServiceNow
  • Safiyya Rusli, Head, Unifi Digital, Telekom Malaysia, Malaysia
  • Kashif Baig, Director Digital Channels, Telenor, Thailand
  • Aris Bachtiar, Head of Designer Management and UI/UX, Telkom Indonesia, Indonesia
  • Sri Safitri, Project Director of Customer Experience Transformation, Telkom Indonesia, Indonesia
  • Anila Fredericks, Head of Customer Service Operations, Telstra, Singapore
  • Eddy Leong, HEAD, OSS/SYSTEM, Network Planning, TIME dotCom, Malaysia
  • Nikanthada Pragobsai, Head of Data Science-Customer Network Experience & Credit Scoring, Advanced Analytics, True Corporation, Thailand
  • Monika Chourasia, SVP - Application Operations, Vodafone Idea, India
  • Anggun Himawan, Head of Mass Segment (Prepaid) Customer Journey and Touchpoint, XL Axiata, Indonesia
  • and many more….
  • Md Raish Ul Haque Khan, Head of Customer Experience, Banglalink Digital Communication, Bangladesh
  • Nature Calderon, Head of Service Culture and Strategy Communications, Globe Telecom, Philippines

·         Patrick McCann, Director, Sales Engineering, Asia , Nuance Communications, Singapore

  • Dr Daniel H. Chae, Head of Network Analytics, SK Telecom, Korea




SPEAK on your cutting edge technology, ENGAGE you

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