Conference Agenda

Day 1

May 14, 2018

  • 9:00 am
    Tracks
  • 2020 Digital Operator

    Muses Conference Room 2 (Level 3)
    DIGITAL OPERATOR 2020 – VISION, STRATEGY & ROADMAP
    Chair: Paul Hughes, Director of Strategy, Netcracker
    PRACTICAL STEPS TO DIGITAL SUCCESS

    Chair: Rebecca Sendel, VP, Services and Catalysts (PoC Projects), TM Forum
    THINK DIGITAL: SHIFTING CULTURE & MINDSET
    DELIVERING COMPLEX SOLUTIONS

    Zero-touch NFV /SDN

    Hermes Auditorium (Level 2)
    REALIZING FUTURE NFV & SDN
    Chair: Barry Graham, Senior Associate, TM Forum
    ORCHESTRATING HYBRID NETWORKS
    Chair: Anil Rao, Principal Analyst, Analysys Mason
    AUTOMATION & POLICY FOR NFV & SDN

    Making Digital Transformation a Reality: From Customer Experience to Virtualization

    (This Workshop is invitation only)

    Becoming Customer Centric Through Digital Transformation

    (This Workshop is invitation only)

    2020 Digital Operator

    Muses Conference Room 2 (Level 3)
    • DIGITAL OPERATOR 2020 – VISION, STRATEGY & ROADMAP
      Chair: Paul Hughes, Director of Strategy, Netcracker
    • 9:00 am
      FIRESIDE CHAT: Building a Digital Transformation Strategy
      Chris Lewis,
      Managing Director, Lewis Insight,
      Founder, Great Telco Debate
      • Assessing your preparedness to transform into a digital operator - assessing the level of digital maturity, the risks and required investment
      • Deciding on what role to adopt in the digital ecosystem and value chain
      • Deciding what business models make the most sense for your company
      • Organic versus inorganic growth?
      • Determining the new technologies, business processes and capabilities that are needed to support your strategic choice
    • 9:15 am
      CASE STUDY: Lessons from the Trenches – Digitally Transforming a Hundred-Year-Old Telecommunications Company
      Shawn Mandel,
      Chief Digital Officer, TELUS
      • Driving the digital transformation of a large enterprise
      • Building and scaling a high-performance customer-first culture
      • Elevating digital from being a channel to the capabilities engine that powers all channels
    • 9:40 am
      PANEL SESSION: 2020 Digital Operator – Vision to Reality
      Michael Lewrick,
      Chief Innovation Officer, Swisscom Enterprise Customers,
      Author, The Design Thinking Playbook
      Shawn Mandel,
      Chief Digital Officer, TELUS
      Erik Meijer,
      Strategy GPM, Group Innovation, Deutsche Telekom
      Steffen Roehn,
      Senior Adviser, Reliance Jio,
      Chief Executive Officer & Founder, Roehn Management Consulting GmbH,
      Board of Directors, TM Forum (for Reliance Jio)
      Martin Bell,
      CEO, Bell Ventures,
      Creator , The 100 Task Startup: Playbook for Corporate Innovation
      • How would you define “2020 Digital Operator”?
      • Which areas and capabilities are you prioritizing on your journey to Digital Operator?
      • What are the biggest challenges associated with becoming a digital operator and how can they be addressed?
      • Which business models and partnerships will enable revenue growth and new value creation?
      • What will the Digital Customer Experience look like in 2020?
      • How will virtualization technologies, IoT, Cloud, 5G and AI be used to drive revenue growth?
      • Where do you see your company in the digital ecosystem and value chain?
    • PRACTICAL STEPS TO DIGITAL SUCCESS
    • 10:25 am
      EXPERT INSIGHT: Trash the Rulebook – Investing in Technology-Driven B2B and B2C Growth for Service Providers
      Boris Maurer,
      Digital Transformation Lead, Accenture
      • Learning to leverage the differentiators that money can't buy - the heritage of experience.
      • Let's change the rules! - Transforming the core business and releasing funding to invest in new, technology-driven growth curves
      • Exploring four effective growth strategies and examples of the continuous digital transformation journey which is needed to succeed
      • Becoming a Multi-Sided Platform Provider in order to monetize telco key strengths and becomes a powerful weapon for winning in future ecosystems
    • 10:45 am
      Morning Refreshments
    • 11:15 am
      CASE STUDY: Open Innovation, and Start-Ups Incubation at Orange
      Nicolas Bry,
      Chief Innovation Officer at Orange Valley, Orange
      • Orange Open Innovation initiatives and culture
      • Imagine with Orange - co-creating with the crowd of customers
      • Developing Innovation from within your organization, with Intrapreneurs’ studio and internal start-ups
      • Designing new business models and leveraging key Orange assets
      • Holistic incubation for entrepreneurs, intrapreneurs, and new business model projects
    • 11:35 am
      INNOVATION FLASH TALKS FOLLOWED BY PANEL: Creating a Digital Transformation Roadmap
      Ahmad Azhar Yahya,
      Chief Digital Officer, Telekom Malaysia Berhad
      Andrew Thomson,
      SVP Digital Enablement, Digital Ecosystem Management Solutions, BearingPoint
      Brendan Logan,
      Global Vice President, Oracle Communications Consulting
      Viswanathan Ramaswamy,
      VP & CTO , Communication BU, Wipro
      Anas Tawileh,
      Managing Director, Systematics Consulting Inc.
      • How do you measure your current level of digital maturity to identify the optimum transformation path?
      • What are the investment, skills and resource requirements?
      • What are the key challenges involved in transforming into a digital operator?
      • What technologies are key to becoming a digital operator?
      • How do you develop partnerships that drive value and create new revenue streams?
      • How can operators reinvent existing new business models and develop new ones to create new value and revenue?
    • 12:45 pm
      Networking Lunch

    • Chair: Rebecca Sendel, VP, Services and Catalysts (PoC Projects), TM Forum
    • 2:00 pm
      TM FORUM INSIGHT: Leveraging TM Forum’s Digital Maturity Model to Navigate the Maze of Digital Transformation
      Mark Newman,
      Chief Analyst, TM Forum
      • Why is a Digital Maturity Model required?
      • An overview of the Digital Maturity Model and the set of metrics that help operators measure their true digital maturity
      • Creating a ‘go to’ target level of digital maturity
      • Examining how maturity models can underpin success in transformation projects
      • Identifying possible investment priorities and manage the journey itself, step-by-step
    • 2:20 pm
      CASE STUDY: How BT is Using TM Forum’s Digital Maturity Model across their Customer-Facing Companies
      George Glass,
      Chief Systems Architect, BT
      • Trialing the tool in one customer facing unit
      • Running the surveys across the other customer facing units within BT and using the output to:
      • establish a baseline maturity level across our business
      • understand where each unit is at in hits digital transformation journey
      • use the model to test our investments to verify that they will deliver the benefits expected or predicted
      • Sharing best practice between customer facing units to enable teams to learn from each other
    • 2:45 pm
      DEMO: tbc
      Mike Smith,
      Client Director, Concentra
    • 3:05 pm
      DEMO: NextGen Operations
      Brijpal Singh,
      Senior VP, Reliance Jio
    • 3:30 pm
      Afternoon Refreshments
    • THINK DIGITAL: SHIFTING CULTURE & MINDSET
    • 4:00 pm
      CASE STUDY: The Customer Experience Driven Digital Transformation of HKT
      Peter Lam,
      Managing Director, Engineering, HKT
    • DELIVERING COMPLEX SOLUTIONS
    • 4:25 pm
      INNOVATION FLASH TALKS & PANEL: Managing Ecosystems and Delivering Complex Digital Services
      John Gillam,
      CTIO BT Compute, BT Global Services
      Catherine Michel,
      Chief Technology Officer, Sigma Systems
      Joseph Johnson,
      VP, IT Architecture & Transformation, Windstream
      Ian Smith,
      5G Testbeds & Trials Programme Director, Department for Digital, Culture, Media & Sport (UK Government)

    Zero-touch NFV /SDN

    Hermes Auditorium (Level 2)

    Making Digital Transformation a Reality: From Customer Experience to Virtualization

    (This Workshop is invitation only)

    Becoming Customer Centric Through Digital Transformation

    (This Workshop is invitation only)
    • 12:45 pm
      Networking Lunch
    • 2:00 pm
      Opening Presentation: Creating a Customer Centric Digital Transformation Roadmap – Key Considerations
      Aaron Boasman-Patel,
      VP, Content, Research & Media, TM Forum
      Chris Bauschka,
      RVP, Industry Go To Market, Salesforce

      This presentation will introduce the key concepts to consider on your customer transformation journey. It will also look at what elements you need to consider. In addition, it will set digital customer transformation in the wider context of the market and will address some of the biggest challenges and opportunities. This presentation will also share the initial findings of the pre-conference survey results.

    • 2:30 pm
      Presentation & Interactive Roundtable: Enhancing Customer Centricity Through Digital Transformation
      Bouke Hoving,
      CIO, Royal KPN N.V.
      John Carney,
      SVP Communications & Media, Salesforce

      Digital transformation offers a huge opportunity for service providers. Not only does it help reduce costs and bring more agility into the network, it allows operators to launch new services quickly and deliver a superior customer experience – reducing churn and increasing loyalty. During this interactive presentation and roundtable, delegates will hear from one service provider who has successfully begun their transformation journey. Delegates will then work in groups to look at what key considerations they need to address for their customer experience transformation, and will align the biggest challenges with what actions they need to take. Delegates will also consider organizational and cultural alignment, structure as well as processes. Delegates will also be asked to sequence the changes they would make.

    • 3:45 pm
      Refreshment Break
    • 4:00 pm
      Presentation & Interactive Roundtable: Putting Customer Centric Digital Strategies into Action
      Rajeev Chandrasekharan,
      CIO, Verizon Business Markets – Digital Technology Solutions, Verizon
      Yossi Zohar,
      Director, Communications Industry Product Marketing, Salesforce.com

      This presentation and interactive roundtable builds on the first roundtable exercise and asks delegates to design a new digital, customer centric service which uses multiple partners, and articulate how it transforms customer experience across interaction channels and across the entire customer lifecycle (including how customer experience would change with regards to personalized marketing, the shopping and ordering journey, billing and customer service, etc.). After an inspiring presentation, delegates will be asked to envision a new digital customer-centric service, draw the ecosystem with all of the partners that enable the service and their interactions, as well as outline how the customer journey would change into a simple, frictionless digital experience.

    • 5:15 pm
      Moderator Wrap and Close

Day 2

May 15, 2018

  • 8:45 am
    Keynote Perspectives
    Huidi Li,
    EVP and Member of Group Senior Executive, China Mobile Communications Corporation
    Kiran Thomas,
    President, Reliance Industries Limited,
    Director, Board of Reliance Jio
    Steffen Roehn,
    Senior Adviser, Reliance Jio,
    Chief Executive Officer & Founder, Roehn Management Consulting GmbH,
    Board of Directors, TM Forum (for Reliance Jio)
    Andrew Feinberg,
    President and Chief Executive Officer, Netcracker
    Harmeen Mehta,
    Global Chief Information Officer, Bharti Airtel Limited
    Thierry Souche,
    Chief Information Officer, Orange Group,
    Senior VP, Orange Labs Services
    Ibrahim Gedeon,
    Chief Technology Officer, TELUS
    Nik Willetts,
    Chief Executive Officer , TM Forum
    Mark Newman,
    Chief Analyst, TM Forum
  • 10:45 am
    Tracks
  • 2020 Digital Operator

    Muses Conference Room 2 (Level 3)
    FOSTERING OPEN INNOVATION FOR GROWTH
    Chair: Craig Bachmann, Senior Director, Open Digital Ecosystem Program, TM Forum

    Chair: Thandi Demanet, Business Analyst - IoE & Digital Ecosystems, TM Forum
    BUILDING SUSTAINABLE ECOSYSTEMS AND PARTNERSHIPS

    Reimagining OSS/BSS

    Muses Conference Room 3 (Level 3)
    A LOOK AT OSS/BSS OF THE FUTURE
    Chair: Keith Willetts, Founder, TM Forum
    UNDERSTANDING THE PREREQUISITES FOR OSS/BSS EVOLUTION
    OPTIMIZING CUSTOMER EXPERIENCE WITH OSS/BSS
    Chair: Barry Graham, Senior Associate, TM Forum

    Zero-touch NFV /SDN

    Hermes Auditorium (Level 2)
    CREATING NEW REVENUE STREAMS WITH NFV & SDN
    Chair: Barry Graham, Senior Associate, TM Forum
    ACHIEVING EFFICIENCIES & COST REDUCTION WITH NFV & SDN
    Chair: Bengt Nordström, Co-Founder & CEO, Northstream
    VNF: CAPABILITIES, PRICING & ONBOARDING

    AI and Data Analytics

    Agora Conference Room 4 (Level 1)
    Driving Your Data-Centric Strategy
    MACHINE LEARNING & PREDICTIVE ANALYTICS
    PROMISE AND POWER OF AI
    Chair: Paul Morrissey, Global Ambassador; Head of the Data Analytics & Cx Group, TM Forum, Professor, Mathematics, Computing and AI, Liverpool John Moores University

    Serving the Digital Customer

    Rhodes Conference Room 1 (Level 2)
    STRATEGIES FOR CUSTOMER CENTRICITY IN THE DIGITAL AGE
    Chair: Aaron Boasman-Patel, VP, Content, Research & Media, TM Forum
    THE ROLE OF DIGITAL IN THE CUSTOMER EXPERIENCE
    Chair: Aaron Boasman-Patel, VP, Content, Research & Media, TM Forum
    CREATING A RICH DIGITAL EXPERIENCE FOR YOUR CUSTOMER
    Chair: Simon Norris, Founder & CEO, Nomensa

    2020 Digital Operator

    Muses Conference Room 2 (Level 3)
    • 10:45 am
      Morning Refreshments
    • FOSTERING OPEN INNOVATION FOR GROWTH
      Chair: Craig Bachmann, Senior Director, Open Digital Ecosystem Program, TM Forum
    • 11:15 am
      CASE STUDY: Business Ecosystem Design as a New Capability for Growth and Innovation
      Michael Lewrick,
      Chief Innovation Officer, Swisscom Enterprise Customers,
      Author, The Design Thinking Playbook
    • 11:40 am
      FIRESIDE CHAT: Driving Digital Transformation through the Customer’s Journey
      Paolo Colella,
      EVP Digital Services - Europe and Latin America, Ericsson
      Carlos Palito,
      Head of Digital Transformation, Entel
    • 12:05 pm
      CASE STUDY: Shifting the Deutsche Telekom Mindset to Ecosystem Design Thinking
      Nico Weckerle,
      Head of Experience Strategy, Deutsche Telekom
    • 12:25 pm
      EXPERT INSIGHT: Driving Innovation in the Digital Telco
      Martin Creaner,
      Chairman, bobbil.com,
      Former-President & CEO, TM Forum
      • Exploring a new approach to help telcos evaluate the digital service opportunities and pick the winners
      • Building the opportunity map and developing an understanding of the key ecosystem players
      • Using design thinking to expand the use case landscape
      • Leveraging profit pool analysis to identify which parts of the value chain to go after
      • Using business model design approaches to adopt the appropriate business model
    • 12:45 pm
      Networking Lunch

    • Chair: Thandi Demanet, Business Analyst - IoE & Digital Ecosystems, TM Forum
    • 2:00 pm
      WORKSHOP: Turning Innovation into Growth: Creating Future Digital Service Models
      Brian Smyth,
      Business Strategy & Digital Transformation Specialist: Technology, Communications & Internet Industries, Accenture

      How can large, incumbent telco organizations create an environment where culture can transform and innovation can flourish?

      As one or the team who established The Dock, Accenture’s multidisciplinary research and incubation hub in Dublin, Brian will lead a discussion on how telcos can use an Innovation-led approach to accelerate digital transformation. The Dock is home to 200 designers, developers and experts in artificial intelligence, analytics and IoT, and is where Accenture investigates, imagines and brings new ideas to life – across ecosystems and connected platforms. This state-of-the-art facility brings lots of examples of successful collaboration and co-creation with clients, universities and start-ups, powered by a unique mix of skills, insights and methodologies to unlock new thinking.

    • 3:00 pm
      FIRESIDE CHAT: Adopting a Fail Fast Approach to Create Sustainable Innovation
      Ivan Skender,
      Chief Digital Officer, Vipnet (A1 Telekom Austria Group)
      • What is the role of failure in the innovation process?
      • How do you create a culture of innovation that encourages successful failure and taking chances?
      • What can be learnt from failures and how can these lessons be applied to future innovation experiments?
      • How can the cost of failure be decreased?
      • What is the ideal composition of an innovation team?
      • What type of innovation has a fail fast approach enabled in your business?
    • 3:30 pm
      Afternoon Refreshments
    • BUILDING SUSTAINABLE ECOSYSTEMS AND PARTNERSHIPS
    • 4:00 pm
      TM FORUM WORKSHOP: Finding your Footing in the Broader Digital Ecosystem – Curate FX
      Rebecca Sendel,
      VP Services and Catalysts, TM Forum
      • Introduction to TM Forum’s ecosystem mapping/business scenario tool
      • Transforming existing business models, re-defining relationships and generating revenue
      • How to leverage existing tools available to ease integration in the broader digital ecosystem
      • Facilitating collaboration and offering integrated products and services
      • Overcoming the technical challenges to collaboration and integration of products and services
      • Guaranteeing successful, speedy partner on-boarding and continued synergies in a fast-paced environment
      • Developing and evolving repeatable and consistent processes and approaches to partnering
    • 4:45 pm
      EXPERT INSIGHT: Building the Industry’s First and only Ecosystem Business Architecture
      Emmanuel Amamoo-Otchere,
      Vice President, Technology Introduction and Industry Development, Huawei Technologies
      • Why does the industry need an ecosystem business architecture?
      • Why is TM Forum well placed to take on this ambitious initiative?
      • ODA and EBA – facilitating ecosystem business end to end
    • 5:05 pm
      EXPERT INSIGHT: Creating Successful, Streamlined Partnerships in an Inherently Complex Environment
      Pawan Dubey,
      Consultant, Infosys
      • Overcoming the challenges of partnering: business approaches and technical solutions
      • Drivers and indicators of eco-systems in the platform economy
      • The role of Open APIs in enabling partnerships
      • Emerging business practices and technologies to establish effective partnerships
      • Understanding how to successfully retain partners and their innovations

    Reimagining OSS/BSS

    Muses Conference Room 3 (Level 3)

    Zero-touch NFV /SDN

    Hermes Auditorium (Level 2)
    • CREATING NEW REVENUE STREAMS WITH NFV & SDN
      Chair: Barry Graham, Senior Associate, TM Forum
    • 11:15 am
      CASE STUDY: Achieving End-To-End Service Orchestration across Hybrid Networks
      Hema Kadia,
      VP & Head of SDN/NFV, Strategy and Practice , Prodapt
      Russ Bartels,
      Director - SDN & Network Automation, Windstream Communications
      • Intent Based Multi-Domain Orchestration reducing TTM for Wholesale & Enterprise services such as Wavelength & Carrier Ethernet
      • Dynamic Orchestration of Multi-Vendor Access Network for Broadband Element Commissioning 
      • Fully managed SD-WAN cloud based solution 
    • 11:35 am
      CASE STUDY: The Journey to Virtualization and Transformation
      Kevin Peters,
      President and Chief Executive Officer, NetNumber
      • Getting from point A to point B
      • Lessons learned from the IT industry
      • Understanding how virtualization enables key trends
      • Creating a compass to move ahead
    • 11:55 am
      INNOVATION FLASHTALKS: NFV/SDN – New Revenue Streams, and What Has Been Achieved to Date
      Kevin Peters,
      President and Chief Executive Officer, NetNumber
      Hema Kadia,
      VP & Head of SDN/NFV, Strategy and Practice , Prodapt
    • 12:20 pm
      DEMO: Streaming Event Correlation for 5G Converged Mobile & Transport Networks
      Charles Gibbons,
      Chief Domain Architect – Service Management & Mobile OSS, BT Technology Services & Operations
      José Domingos,
      OSS Chief Platform Architect, BT
      • BT architects will explain how they handle event correlation across EE & BT networks and how streaming architectures are critical to improving response times, managing virtualised functions, and delivering 5G services.
    • 12:45 pm
      Networking Lunch
    • ACHIEVING EFFICIENCIES & COST REDUCTION WITH NFV & SDN
      Chair: Bengt Nordström, Co-Founder & CEO, Northstream
    • 2:00 pm
      FIRESIDE CHAT: Understanding the Benefits of SDN/NFV
      Diego R. Lopez,
      Senior Technology Expert, Telefonica I+D
    • 2:25 pm
      CASE STUDY: Delivering Optimal Service through Automated Onboarding
      Atul Purohit,
      Principal Architect, Vodafone Group
      Stefano Santini,
      Principal Enterprise Architect, Vodafone
      • Designing and delivering optimal services through VF on-boarding
      • Using intent-based constructs to create dynamic service models
      • Delivering services from network to service to customer layer
      • The evolution of onboarding from virtual functions to creating services of the future
    • 2:50 pm
      CASE STUDY: Assuring the World’s First End-to-End Telco Cloud Network (fully integrated cloud-native core network)
      Adam O’Keefe,
      Head of OSS, Three UK
      Mounir Ladki,
      President and Chief Technology Officer, MYCOM OSI
      • An overview of the objectives, benefits, use cases, key architectural choices and real-world implementation challenges of assuring Three UK’s telco cloud
      • Understanding the benefits and wider challenges that the industry face in deploying assurance within virtualized, orchestrated, cloud environments
      • How to leverage assurance to drive and govern multiple orchestrators (NFV, SDN, SON) to achieve end-to-end QoS using analytics/ML-driven, policy-based closed-loop automation
    • 3:10 pm
      CASE STUDY: NetroSphere – Moving Towards the Transformation of Carrier Networks
      Daisuke Hara,
      Senior Research Engineer, NTT Network Service Systems Laboratories, NTT
    • 3:30 pm
      Afternoon refreshments
    • VNF: CAPABILITIES, PRICING & ONBOARDING
    • 4:00 pm
      FIRESIDE CHAT: Best Practices for VNF Onboarding
      Jenny S. Huang,
      Lead of OSS/BSS Strategy Group, Standards and Industry Alliances, AT&T
      • Optimising VNF integration with Onboarding Automation
      • Using procurement templates and metadata to evaluate VNFs
      • How to get the most out of VNF licensing, operational metrics, testing descriptors
      • Developing new industry standards for VNF onboarding
    • 4:20 pm
      CASE STUDY: tbc

      by Netcracker Technologies

    • 4:40 pm
      DEMO: Harnessing the Capabilities of VNFs

      by Gemalto & Intel16

    • 5:10 pm
      CASE STUDY: Developing New Vendor Pricing Models for VNFs
      Aykul Demirkol,
      Broadband Services Manager, Turkcell
      • What is needed to deliver a win-win pricing model for VNFs?
      • What are the benefits of usage-based pricing vs. buying unlimited usage rights?
      • Can the industry develop a tiered pricing system to increase uptake and deployment?

    AI and Data Analytics

    Agora Conference Room 4 (Level 1)
    • Driving Your Data-Centric Strategy
    • 11:15 am
      FEATURED PRESENTATION: Unlocking the Power of Data
      Dr. Inderpal Bhandari,
      Global Chief Data Officer, IBM
      • Creating a holistic architecture that combines existing data with new or novel sources, even if they come from outside
      • Breaking down processes and offerings into relatively routinized and isolated elements that can be automated
      • Taking advantage of technological advances and data sources and reassembling them to better meet your business and customers’ needs

       

    • 11:45 am
      FEATURED DEMO: The Use of AI in Digital Transformation Success
      Dr. Edward Challis,
      Co-Founder & Chief Executive Officer, re:infer
      Stephen Mackintosh,
      Chief Revenue Officer, re:infer
      • Identifying what is needed to truly scale out AI applications and systems
      • Breaking down processes and offerings into relatively routinized and isolated elements that can be automated
      • Increasing revenues by creating personalized marketing and promotion offers to conveniently provide familiar, complementary, or entirely new purchasing options at negligible marginal cost
    • 12:15 pm
      FEATURED PRESENTATION: Data-Centric Approach to the Open Digital-Business Enablement System
      Phill Radley,
      Chief Data Architect, BT
      • Building an unassailable and advantaged collection of open and closed data sources
      • Accessing, and leveraging shared, rented, or complementary data sets to run more training data through algorithms and improve performance
      • Assembling and processing new sources of data from databases, optical signals, text, and speech to make partially autonomous decisions
    • 12:45 pm
      Networking Lunch
    • MACHINE LEARNING & PREDICTIVE ANALYTICS
    • 2:00 pm
      CASE STUDY: Using Machine Learning and Predictive Analytics to drive Business Outcomes
      Adrian Foltyn,
      Director of Data Science, HelloFresh
      • Increasing predicative accuracy by developing a complete the view of the customer and directing them to what they want
      • Using historical information to construct an ML model of use and purchase patterns to predict when a customer is at risk of cancelling a subscription
      • Modeling the evolution of customer behavior and incorporating behavior trends into the customer’s profile
    • 2:30 pm
      TM FORUM INSIGHT & CASE STUDY: Taking your Business Assurance Digital with Machine Learning
      Dr. Gadi Solotorevsky,
      Chief Evangelist – Revenue Guard, Amdocs,
      Ambassador & Revenue Team Chair, TM Forum
      Kobi Shitrit,
      Founder and Head of Revenue Assurance & Fraud Management, HOT Communications
      • Examining why machine learning and AI are the only way forward to meet the new business-assurance needs in the digital ecosystem
      • Creating adaptive models that learn behavior and consumption patterns and analyzing the impressive results
      • How to successfully apply machine learning and AI to improve customer vetting, and reduce fraud and bad debt
    • 3:00 pm
      LIVE DEMO: VMs: Applying Machine Learning for Network Operation and Control
      Koji Yamamoto,
      Assistant Manager, Operation System Planning, Network Service Operation Department Group, NTT DoCoMo, INC.
      Seiji Shibata,
      Assistant Manager, Management System Development Department, Solution Service Division, DoCoMo Technology, Inc.
      Ari Banerjee,
      Vice President of Strategy, Netcracker Technology
      • Developing an environment that enables you to easily and quickly perform various data exploration and modeling tasks
      • Using historical root cause data to alert problems before they happen and take preventative action
      • Reducing time spent managing and maintaining rules, definitions, or thresholds by creating such relationships automatically
    • 3:30 pm
      Afternoon Refreshments
    • PROMISE AND POWER OF AI
      Chair: Paul Morrissey, Global Ambassador; Head of the Data Analytics & Cx Group, TM Forum, Professor, Mathematics, Computing and AI, Liverpool John Moores University
    • 4:00 pm
      LIVE DEMO: Developing A Business and Technology Strategy to Help Determine the Best Way to Take Advantage of AI Today
      Kallol Dutta,
      GM, Delivery & Automation, Spark New Zealand
      Niall Fitzgerald,
      GM, Architecture and Design, Spark New Zealand
      Gnanapriya Chidambaranathan,
      AVP, Sr. Principal Architect, Infosys
      • Creating a data centric strategy that can support varied use cases including Customer Journeys; Automate operations; Conversational BOTS and many more
      • Collecting and analyzing the right kind of data insights on varied dimensions including revenue, cost, business KPIs, system & process impacts with customer and product lines in real or near real time
      • Developing strong data platform to ingest, analyze varied structured, unstructured data from network, IT systems, cloud, social media and varied sources
    • 4:25 pm
      CASE STUDY: China Unicom’s Intelligent Data Centre Operating System and Capability-Opened Platform
      Zhijun Wang,
      Deputy General Manager, Information Department; General Manager, Data Center, China Unicom
    • 4:50 pm
      PANEL: Getting More from your Networks with Analytics and AI
      Erik Meijer,
      Strategy GPM, Group Innovation, Deutsche Telekom
      Akhil Kapoor,
      Chief Solutions Architect, Ericsson
      Paul Morrissey,
      Global Ambassador; Head of the Data Analytics & Cx Group, TM Forum,
      Chairman, WeareNova Limited (The Co-Foundery people),
      Professor, Mathematics, Computing and AI, Liverpool John Moores University
      • Examining how organizations are investing in programmable network operating and augmented cognition systems
      • Aggressively integrating intelligent Machine Learning enabled components into the infrastructure and orchestration
      • Embedding AI technology into enterprise tools to create more valuable interactions and optimization
      • Leveraging a mix of machine learning and predictive analytics to maximize operational efficiency

    Serving the Digital Customer

    Rhodes Conference Room 1 (Level 2)
    • STRATEGIES FOR CUSTOMER CENTRICITY IN THE DIGITAL AGE
      Chair: Aaron Boasman-Patel, VP, Content, Research & Media, TM Forum
    • 11:15 am
      FEATURED PRESENTATION: Driving Customer Centricity through Digital Transformation
      Sandra De Zoysa,
      Group Chief Customer Officer, Dialog Axiata
      • Defining the customer experience, including touchpoints, pain points, and “moments of truth”
      • Creating the kind of experience customers expect from a digital company
      • Providing capabilities and solutions to support customer experience and operation so that interaction with customers, and changes to their services, happen in real time
      • Empowering customers to migrate to preferred digital channels for care
    • 11:40 am
      FEATURED PRESENTATION: Mastering the Digital Evolution to Reshape your Customer Experience
      Philip Joseph,
      Chief Customer Experience Officer, Ooredoo Myanmar

      Driving digital transformation through the customer’s journey.

      • Integrating social media into contact centers
      • Digitizing operations processes to empower customers
      • Capturing customer feedback digitally for continuous service improvement
      • High Tech vs. High Touch
    • 12:05 pm
      Q&A SESSION WITH POLLING: Strategies for Customer Experience in The Digital Age
      Sri Safitri,
      Project Director of Customer Experience, Telkom Indonesia
      Francis Depuydt,
      Head - Digital Customer Experience, Proximus
      Dirk Rohweder,
      Chief Operations Officer & Co-Founder, Teavaro
      Arnold Buddenberg,
      Enterprise Digital Business & IT Transformation Architect, Orange Labs Services
      Gopal Rao,
      Partner, Infosys Consulting CME, Infosys
      • Examining how digital customer interactions are with telcos
      • Defining business rules around customers and the kind of experiences they expect
      • Focusing on customer expectations and motivations to design the customer digital experience along different actions and interactions
    • 12:45 pm
      Networking Lunch
    • THE ROLE OF DIGITAL IN THE CUSTOMER EXPERIENCE
      Chair: Aaron Boasman-Patel, VP, Content, Research & Media, TM Forum
    • 2:00 pm
      FIRESIDE CHAT: Why Go Digital? What Is Digital Doing for The Customer Experience and What Shouldn’t Go Digital?
      Nicolas Howard,
      CIO, Telefonica Business Solutions, Telefonica
      Omar Javaid,
      Chief Product Officer, Vonage
      John Carney,
      SVP Communications & Media, Salesforce
      • Should there be a separate approach for the digital customer experience from customer experience overall?
      • What will the increasing role technology be in the lives of customers and the ways we conduct business in the broadest sense?
      • Are customers becoming “channel-agnostic” and how will that blur the lines between digital and direct care?
    • 2:25 pm
      CASE STUDY: Adopting a “Digital Native” Mindset at Telstra
      Ernest Margitta,
      Head of Product Digitisation Delivery, Telstra
      Catherine Michel,
      Chief Technology Officer, Sigma Systems
      • Bringing innovative and highly personalized offers in minutes, rather than months, and rapidly enable new business models
      • Providing a dynamic offer management environment that results in a rich digital service fulfillment experience for its customers
      • Achieving rapid offer creation and delivery in the digital era within the operator’s B2B customer base
    • 2:50 pm
      INNOVATION FLASH TALK: Connecting Customer Centric Business Strategies with Technology in a Digital Economy
      Noel Lyons,
      Director of Experience Design, Barclays UK
      Brad Pruner,
      Director – B2B Systems Transformation, TELUS Communications
      Dan Ford,
      SVP and General Manager Communications and Media, Vlocity
      • Examining how digital platforms are driving people to change the way they consume
      • Utilizing the full potential of digitization to exceed customer expectations, enhance the customer experience, and deliver convenience and personalization
      • Taking a business approach to determining what customer -centric design considerations should be made up front before developing services
    • 3:30 pm
      Afternoon Refreshments
    • CREATING A RICH DIGITAL EXPERIENCE FOR YOUR CUSTOMER
      Chair: Simon Norris, Founder & CEO, Nomensa
    • 4:00 pm
      CASE STUDY: Following your own CX Best Practices for B2B
      Daniel Zini,
      EMEA Telco & Media Industry Director, Microsoft Business Applications
      Mahmoud El Sabry,
      Director Enterprise Requirement Management & Product Implementation - Enterprise Business , du
      • Acting as a digital disruptor and establishing a Digital feedback loop
      • Delivering exceptional CX for 5G use cases and its platform business model
      • Developing agile end-to-end business processes to exceed business goals and customer expectations
      • Transforming salesforce automation at Du and the impact of social selling
    • 4:25 pm
      LIVE DEMO: APIs as the Enabler for Enhancing Customer Centricity
      Dr. Lester Thomas,
      Chief Systems Architect, Vodafone Group
      Mark Spoelstra,
      Chief Technology Officer, DGIT
      • Examining how Vodafone New Zealand is providing wholesale & global with TMForum Open APIs for SQ, ordering, inventory and tickets
      • Discussing Vodafone New Zealand’s experience so far and the value they’ve received from implementing a digital on-Line model and API uptake
      • Using dynamic TM Forum Open APIs to enable microservices and drive digital engagement
      • Demonstrating the customer omnichannel experience through dynamic portal and APIs
    • 4:55 pm
      INNOVATION FLASH TALKS and Q&A: Delivering Personalized Service, Price and Flexibility
      Hanang Setiohargo,
      Senior VP, Customer Experience Management, Telkomsel
      Simon Norris,
      Founder & CEO, Nomensa
      • Customizing loyalty actions using different channels and making cross-selling and upselling easier
      • Delivering the most relevant products, messages or offers to your customers, at the most appropriate time
      • Identifying critical steps in journeys where customers are paying the most attention, are most anxious, or appreciate value the most
      • Understating the shift in channel preferences care from assisted channels to self-care and how that is affecting how customers pick and choose desired services and features
  • 4:25 pm
    FIRESIDE CHAT: Delivering a Seamless Customer Experience
    • Analysing the role of cloud BSS in enhancing agility and customer centricity
    • Why do CSPs need to transition toward cloud-based CPQ and CLM in today’s digital context?
    • The power of intelligent usage-based recommendations

Day 3

May 16, 2018

  • 9:00 am
    Tracks
  • 2020 Digital Operator

    Muses Conference Room 2 (Level 3)

    Chair: Thandi Demanet, Business Analyst - IoE & Digital Ecosystems, TM Forum
    SECURITY & TRUST
    LEVERAGING DATA, ANALYTICS & AI FOR ENHANCED DECISION MAKING & REVENUE GROWTH

    Chair: Chris Lewis, Managing Director, Lewis Insight
    OPEN APIS & THE PLATFORM ECONOMY

    Chair: Joann O'Brien, VP, APIs & Ecosystems, TM Forum
    TM FORUM OPEN API IMPLEMENTATION FOCUS SESSION

    Reimagining OSS/BSS

    Muses Conference Room 3 (Level 3)
    ACHIEVING AGILITY WITH OSS/BSS
    Chair: Barry Graham, Senior Associate, TM Forum
    THE ROLE OF MICROSERVICES AND APIS IN OSS/BSS
    OSS/BSS, MACHINE LEARNING AND AI
    Chair: Adrian Baschnonga, Global Telecommunications Lead Analyst, EY
    SUPPORTING NEW BUSINESS MODELS WITH OSS/BSS

    AI and Data Analytics

    Agora Conference Room 4 (Level 1)
    GETTING STARTED WITH AI
    Chair: Brendan Gill, CEO, OpenSignal
    AI IN ACTION: AGILE OPERATIONS
    Chair: Paul Morrissey, Ambassador & Head of Big Data Analytics Group, TM Forum; Professor, Mathematics, Computing and AI, Liverpool John Moores University
    AI IN ACTION: CUSTOMER CARE
    Chair: Paul Morrissey, Ambassador& Head of Big Data Analytics Group TM Forum; Professor, Mathematics, Computing and AI, Liverpool John Moores University
    AI IN ACTION: IOE & SECURITY
    Chair: Tony Poulos, Advisor, WeDo Technologies

    Serving the Digital Customer

    Rhodes Conference Room 1 (Level 2)
    DATA DRIVEN CUSTOMER INSIGHTS
    ENHANCING YOUR CUSTOMER’S JOURNEY
    CONNECTING CHANNELS FOR SUPERIOR SERVICE
    Chair: Gemini Wagmare, Co-Founder & CEO, UXP Systems; Head of Digital ID, Amdocs
    ENHANCING CUSTOMER TRUST & PERCEPTION
    Chair: Gemini Wagmare, Co-Founder & CEO, UXP Systems; Head of Digital ID, Amdocs

    Smart City Roundtables

    Chair: Mike Steep, Executive Director, Stanford Global Projects Center's Digital Cities Program

    2020 Digital Operator

    Muses Conference Room 2 (Level 3)

    Reimagining OSS/BSS

    Muses Conference Room 3 (Level 3)
    • ACHIEVING AGILITY WITH OSS/BSS
      Chair: Barry Graham, Senior Associate, TM Forum
    • 9:00 am
      CASE STUDY: Developing a Blueprint for Rapid Service Deployment
      Raghavan Venkatasubramanian,
      Lead Architect - Orchestration & Integration, HOBS Platform, TCS
      Kannan Ramakrishnan,
      Head, Product Management & Marketing, TCS
      • Understanding the challenges that telcos face in achieving seamless rapid deployment
      • Agile transformation: A holistic perspective of the people, processes and technology involved for a successful roll out
      • Case study on how to achieve rapid deployment in less than ninety days
    • 9:25 am
      CASE STUDY: Rapid OSS Deployment to Support New Service Rollouts
      Peter Kern,
      CEO, Cross Network Intelligence - International Division
      Thilo Bangert,
      OSS Systems Developer, GlobalConnect
    • 9:50 am
      FIRESIDE CHAT: Strategy for BSS/OSS of the Future
      Vincent Seet,
      Head of Enterprise Architecture, Globe Telecom
      Tony Regan,
      General Manager of Consulting and Strategic Alliances, Openet
      • How to successfully meet SLAs, comply with regulations, and deliver seamless service delivery
      • How business process outsourcing can optimize digital operations
      • Integrating virtual agents, robotic intelligent-process operations, and pre-built automated capabilities, processes and operational methodologies
    • 10:15 am
      WORKSHOP: Combining All of the Elements of Digital Transformation
      Robert Mei,
      Senior Enterprise Architect, Bell Canada
      Raj Cherchattil,
      Chief Technoloy Officer, Telecom, Media & Entertainment, IBM Canada
      • Assessing the range of OSS products on offer to manage different network technology domains
      • Transforming the OSS to drive faster service rollout, streamline end-to-end business processes and improve customer experience
      • Looking back on implemented solutions, lessons learned, future plans to ensure and maintain agility
    • 10:45 am
      Morning refreshments
    • 11:15 am
      CASE STUDY: Enterprise Product Catalog to Support Next Generation Business Dynamics
      Muhammad Zaid Musaddeq,
      Principal Engineer, Demand Management and Service Design, Grameenphone Ltd.
      • Legacy Order Management (OM) and the challenges associated with it
      • Architectural revamp to address future demands and digital transformation
      • Enterprise Product Catalog: at the heart of OM Architecture
      • The ‘Beauty of Enterprise Product Catalog’ and more happy faces of business
    • THE ROLE OF MICROSERVICES AND APIS IN OSS/BSS
    • 11:35 am
      FIRESIDE CHAT: The Business Case Behind Microservice Architectures
      Stephane Libourel,
      Head of Service Assurance, HPE
      • Leveraging microservices to enhance competitiveness, differentiation and customer satisfaction
      • Enabling agility, scalability, modularity, vendor neutrality and customization
      • What are the full costs of implementing microservices, and what are the potential savings?
      • Using DevOps and micro-systems for speedy time-to-market and service deployment
    • 11:50 am
      CASE STUDY: End-to-End Integration across Digital, BSS/OSS, and the Effective Use of the API Economy
      John O’Donovan,
      Chief Architect, TalkTalk
      • How can CSPs embrace Platform Business models?
      • Integrating Open APIs to enable the transition
      • Understanding the role of Open APIs in supporting Cloud-based communications services
    • 12:05 pm
      TM FORUM INSIGHT: Open APIs – Putting Strategy into Practice
      Joann O’Brien,
      VP, APIs & Ecosystems, TM Forum
      • How can CSPs embrace Platform Business models?
      • Integrating Open APIs to enable the transition
      • Understanding the role of Open APIs in supporting Cloud-based communications services
    • 12:25 pm
      Q&A SESSION WITH POLLING: Digital Trust and the API Economy
      Adan Pope,
      CTIO , Ciena
      • Creating new market opportunities through digital ecosystems and APIs
      • The role of digital trust in creating successful digital ecosystems
      • What’s next for the API economy?
    • 12:45 pm
      Networking lunch
    • OSS/BSS, MACHINE LEARNING AND AI
      Chair: Adrian Baschnonga, Global Telecommunications Lead Analyst, EY
    • 2:00 pm
      CASE STUDY: A Look at SK Telecom’s OSS Platform (TANGO)
      Youngkung Kim,
      Director, SK Telecom
      • What are the implications of Machine Learning for OSS/BSS?
      • Harnessing the future potential of Machine Learning to optimize operations
      • What needs to happen now? Preparing for the next steps
    • 2:25 pm
      CASE STUDY: APEX – An AI Success Story and a Look at Open APIs in Action
      Lei Lei,
      Senior OSS Architect, China Unicom
      • An introduction to China Unicom’s AI engine: APEX (AI Powered big data Engine to meet X-demands)
      • Leveraging APEX to achieve a 155.3% profit improvement for China Unicom
      • Providing full-spectrum open APIs from potential user identification, data package smart pushing to specific app-experience analysis
      • An overview of one of the largest telco network data vaults in the world and the advanced AI and Big Data technology fabrics

       

    • 2:45 pm
      CASE STUDY: Discovery Based Network Inventory Management
      Safak Yorucu,
      Product Manager, Turkcell Technology & Research
      Ersan Ersoy,
      Product Manager, Turkcell Research & Development
      • Achieving Auto-discovery of physical, logical and end-to-end service topology for mobile and fixed network
      • Creating a centralized network and resource inventory based on service and customer relations
      • Integrating verification and reconciliation of planned and implemented service and network configurations
      • How to deliver pro-active service and network impact analysis
      • Supporting network standardization tasks including redundancy check
    • 3:10 pm
      CASE STUDY: Deploying New Services for MVNOs
      David Traynor,
      Chief Marketing Officer, ASPIDER-NGI
      Leonard Sheahan,
      Senior Director, Oracle Communications
      • What are the next deployment capabilities being made possible through OSS/BSS?
      • Delivering new services for MVNOs that can compete in the digital marketplace
      • Anticipating the impact of disruptive technologies
    • 3:30 pm
      Afternoon refreshments
    • SUPPORTING NEW BUSINESS MODELS WITH OSS/BSS
    • 4:00 pm
      CASE STUDY: Achieving an End-to-End Digital OSS/BSS Chain
      Steven Klockaerts,
      Chief Information Officer, Telfort
      • How to become and remain a B2B digital Telco champion (+900K€ revenue per FTE, +45 NPS)
      • Delivering a superior customer experience by implementing cutting-edge industry cloud software from Vlocity and Salesforce
      • Reinvent your BSS/OSS digital ecosystem in 3 steps
    • 4:20 pm
      LIVE DEMO: How IoT Device & Data Management Enables Business Transformation
      Sławomir Wolf,
      Chief Executive Officer, AVSystem
      Widmantas Kraużlis,
      M2M/IoT Product Manager, Polkomtel Sp. z o.o.
      • Introducing new revenue streams for business diversification
      • Integrating the OSS/BSS environment as the key to successful service enablement
    • 4:40 pm
      CASE STUDY: Creating a Roadmap for Business Model Transformation
    • 5:00 pm
      CASE STUDY: Monetizing 5G – Is Your BSS Ready?

    AI and Data Analytics

    Agora Conference Room 4 (Level 1)
    • GETTING STARTED WITH AI
      Chair: Brendan Gill, CEO, OpenSignal
    • 9:00 am
      FEATURED PRESENTATION: Building a Comprehensive AI Strategy
      Thierry Derungs,
      Wealth Management Chief Digital Officer; Head WM Digital Solutions, BNP Paribas
      • Deciding where to start with AI – knowing what you are looking for
      • What are the key components of a AI strategy?
      • Identifying the most appropriate AI technologies for your business and quantifying the investment required
      • Building a sustainable, business-relevant AI strategy – addressing the operational, organizational and technical challenges
    • 9:30 am
      FEATURED PRESENTATION: Creating Shared Digital Value at Qwant: Protecting Privacy while Remaining Profitable
      Eric Léandri,
      Co-Founder & Chief Executive Officer, Qwant
      • Outlining a transparent, ethical approach towards consumer personal data collecting and use
      • Implementing a successful advertising business model while respecting customer privacy without trackers, cookies or targeting
      • Providing the customer the ability to access, rectify, suppress or delete all personal information
    • 10:00 am
      CXO Q&A SESSION WITH POLLING: Maintaining A Top-Notch Service with AI
      Rajeev Chandrasekharan,
      CIO, Verizon Business Markets – Digital Technology Solutions, Verizon
      Dahn Tamir,
      CTO & CIO, ReadWrite
      Mary Clark,
      Chief Marketing Officer and EVP, Product, Synchronoss Technologies
      Brendan Gill,
      Chief Executive Officer, OpenSignal
      • Taking advantage of the data collected from and about customers, channels, services, support, network quality and operations
      • Mapping and build customer journeys faster to streamline processes and to make better, immediate use of the data collected from all the touchpoints
      • Discussing the infrastructure and the challenges and solutions when working with machine learning at scale
      • Incorporating AI into your general architecture for scalable and serverless machine learning
    • 10:45 am
      Morning Refreshments
    • AI IN ACTION: AGILE OPERATIONS
      Chair: Paul Morrissey, Ambassador & Head of Big Data Analytics Group, TM Forum; Professor, Mathematics, Computing and AI, Liverpool John Moores University
    • 11:15 am
      EXPERT INSIGHT: The Role Humans and AI Play in the Age of Machine Learning: Embracing a Brave New World
      Simon Thompson,
      Head of Practice, Big Data and Customer Experience, BT
      Jay Perrett,
      Chief Technology Officer, Aria Networks
      • Successfully introducing AI automation alongside human operators and identifying what areas of the product lifecycle and network operations can benefit from this approach
      • Achieving better productivity by humans and AI working in concert rather that individually
      • Maintaining meaningful human creativity and innovation in automation to address the deep distrust of AI technology
    • 11:40 am
      TM FORUM INSIGHT: Imbedding AI and Robotics at The Core of Your Operations
      Harsha Kumar,
      President, Prodapt
      Pari Bajpay,
      Senior VP, Digital Platform Development, CenturyLink
      • What is RPA, what are the benefits?
      • Where to start with RPA if you're a DSP/telco?
      • How can AI further add value?
      • Leading tool vendors/open source frameworks
      • DSP case-study
      • Key learnings from the DSP
      • Demos planned within the presentation
    • 12:05 pm
      INTERACTIVE ROUNDTABLE: AI is Coming, But Are You Ready?
      Mark Newman,
      Chief Analyst, TM Forum
      Utpal Mangla,
      Vice President & Partner – Global Leader: Watson AI & Blockchain; Telecom, Media & Entertainment Industry, IBM
      Paul Morrissey,
      Global Ambassador; Head of the Data Analytics & Cx Group, TM Forum,
      Chairman, WeareNova Limited (The Co-Foundery people),
      Professor, Mathematics, Computing and AI, Liverpool John Moores University

      AI and ML promise to address some of the key challenges and opportunities that CSPs face today. Many are already using AI to improve customer experience, be it via chatbots, intelligent voice assistants or merely better equipping customer service agents to have more meaningful conversations. In the longer term, AI holds the key to automation and building networks that can meet the disparate needs of billions of connected devices.

      This immersive and engaging learning experience brings delegates and presenters together in interactive group exercises and guided dialogue to identifyi a number of mission critical areas that companies must address to facilitating the adoption of AI techniques.  Take part in this unique opportunity to contribute and take away real-world strategies where peers and industry experts.

      • How do CSPs capture the opportunity?
      • Should you rely on third party vendors – perhaps the ones that already meet their network or IT requirements?
      • Is it better to recruit your own AI researchers and developers to work on open source technology?
      • What extent does the industry need to come together to address some of the key challenges that will slow the adoption of AI and the innovative solutions and applications that are now starting to be embraced by other sectors?
    • 12:50 pm
      Networking Lunch
    • AI IN ACTION: CUSTOMER CARE
      Chair: Paul Morrissey, Ambassador& Head of Big Data Analytics Group TM Forum; Professor, Mathematics, Computing and AI, Liverpool John Moores University
    • 2:00 pm
      LIVE DEMO: Enlightened Customer Acquisition
      Dahn Tamir,
      CTO & CIO, ReadWrite
      • AI2KYC: Automating Intelligence to (better) Know Your Customer
      • Self-optimizing methods for profile verification & enrichment
      • Humans + bots = audience expansion
      • Tactical examples of relationship acceleration
    • 2:30 pm
      INNOVATION FLASH TALKS and Q&A: Developing Successful AI-Powered Conversational Interfaces
      Marco Bellinzona,
      Consumer Service Director, Whirlpool Corporation
      Andrew Fruhling,
      VP Digital Experience & Monetization Portfolio (DX), Nokia
      Dr Mark K. Smith,
      Chief Executive Officer, ContactEngine
      Paul Morrissey,
      Global Ambassador; Head of the Data Analytics & Cx Group, TM Forum,
      Chairman, WeareNova Limited (The Co-Foundery people),
      Professor, Mathematics, Computing and AI, Liverpool John Moores University
      • Exploring how AI could dynamically shape applications’ responses to customers, based on the real-time understanding of their sentiment
      • Advancing from informational engagements to transactional engagements
      • Creating flexibility by incorporating machine learning-driven systems that determines what experience you want to put in front of a customer
      • Creating a seamless transition from bot to human assistance is when the situation becomes too complex for the chatbot to handle
    • 3:40 pm
      Afternoon Refreshments
    • AI IN ACTION: IOE & SECURITY
      Chair: Tony Poulos, Advisor, WeDo Technologies
    • 4:00 pm
      CASE STUDY: Edge Computing and the Next Generation Central Office
      David Artuñedo,
      CEO Onlife Networks, Telefónica
      Shoma Chakravarty,
      Worldwide Technical Leader, Amazon Web Services, Amazon
      • Explores the potential for devices and machines to leverage the edge for local processing, enabling real-time decision-making
      • Discusses the value of MEC platforms for low-latency access, intelligent filtering to reduce the volume of data transmitted via back-haul networks, and high-bandwidth streaming
      • Reviews the impact of machine learning innovations and inference models incorporated into edge network infrastructure to provide new revenue-generating services and customer value
      • Reviews real-world use cases of edge applications, and the importance of eco-system development to support usage enabled by enhanced 4G, 5G and IOT services
    • 4:25 pm
      CASE STUDY: Harnessing AI technologies to Ensure a Seamless IoE Connected Experience
      Gion Baker,
      CEO, Vodafone Automotive
      Yossi Zohar,
      Director, Communications Industry Product Marketing, Salesforce.com
      • Examining Vodafone Automotive’s business strategy
      • Identifying challenges that telecoms can expect in launching an IoE line of business
      • Exploring how AI technologies can help drive the business
      • Sharing best practices and lessons learned
    • 4:50 pm
      CASE STUDY: Building and Using Trusted AI
      Simon Thompson,
      Head of Practice, Big Data and Customer Experience, BT
      • What do we mean by trust in the context of AI?
      • Why and where is trust needed in AI systems?
      • Why do people not trust AI and what are the barriers to creating trust?
      • What can we do to create trusted AI systems?
        What do we need to do to drive up trust, and what are the technical approaches we can take?
    • 5:15 pm
      Q&A SESSION WITH POLLING: Revolutionizing Cyberthreats and Fraud Combat with AI
      Thierry Derungs,
      Wealth Management Chief Digital Officer; Head WM Digital Solutions, BNP Paribas
      Kobi Shitrit,
      Founder and Head of Revenue Assurance & Fraud Management, HOT Communications
      Tony Poulos,
      Strategist and Catalyst Evangelist, TM Forum
      • Delivering intelligent, dynamic protection against various threats across all channels to predicting and preventing attacks before they occur
      • Assessing and scoring each transaction and learning from previous activity to combat fraud, while delivering a positive consumer experience
      • Continuously generating new models that it can rapidly and significantly improve detection rates and accuracy of future predictions

    Serving the Digital Customer

    Rhodes Conference Room 1 (Level 2)
    • DATA DRIVEN CUSTOMER INSIGHTS
    • 9:00 am
      EXPERT INSIGHT: Delivering Innovative Value Propositions Through Digital Channels
      Isabelle Hajri,
      Former Chief Marketing Officer, Dhiraagu PLC (Batelco Group),
      Founder, The C-MOod
      • How data driven segmentation is key for mobile operators to design the right offers
      • How to create relevance and deliver the right digital experience to the very demanding digital native millennials
      • How mobile operators can quickly provide innovative breakthrough and offer a seamless digital experience even if they are still in the transformation process.
      • How collaborating with the right partners in the digital ecosystem can facilitate differentiation and speed up execution of the go to market strategy
    • 9:30 am
      FEATURED PRESENTAION: Centralizing Support for China Unicom’s 200M+ Subscribers
      Jian Fan,
      Group Big Data Chief Scientist, China Unicom
      • Providing the innovative digital services through Internet channels with strong capabilities of product, sales and integration
      • Rapidly deploying a big data strategy to take advantage of 400M subscribers’ data
      • Using Open APIs to package and exposed enterprise management to the ecosystem partners
      • Establishing and combing best practices including system construction and maintenance, capability openness, data governance, and KPI measurement
    • 10:00 am
      PANEL: Unlock the Value in Customer and Network Data: Harnessing Advanced Analytics and AI for Decision Support
      Dimitris Gagosis,
      Senior Service Delivery Manager, Forthnet
      Alexandros Bafitis,
      Business Support Systems Manager, Forthnet
      Jamal El Faiz,
      Network and Analytics, Product Marketing Director, Oracle
      • Exploring how your customers use other services can lead to new B2B2C opportunities with optimized experiences
      • Incorporating TM Forum assets to support your BI framework to slice and dice operational data for maximum effect
      • Developing a data first strategy and integrating technology innovation using ML and AI to broaden your user base and open new sources of revenue
    • 10:45 am
      Morning Refreshments
    • ENHANCING YOUR CUSTOMER’S JOURNEY
    • 11:15 am
      TM FORUM INSIGHT: Developing a Comprehensive E2E Customer Assurance Journey
      Samer M. Eskandarani,
      Customer Service Design & Delivery GM, Saudi Telecom Company
      Dr. Ahmed F. Fahmy,
      Program Manager, Saudi Telecom Company
      • Utilizing TM Forum assets when implementing a journey-centric process support system to reduce costs and risks in the implementation of systems, integration and procurement
      • Creating a smooth end to end process for the customers in services assurance across all customers segments
      • Integrating VOC (Voice of the customer with the VOM (Voice of the Machine ) with the VOT (Voice of field technician) for better operation efficiency and customer experience
      • Increasing usability accessibility while, eliminating gaps and duplication in process flows
      • Developing a common language for use in all departments, systems, external partners and suppliers
    • 11:40 am
      CASE STUDY: Transformation to a Digital Service Provider -Three’s Journey To-Date
      Hugh Crean,
      Chief Architect, Three Ireland
      Karthik Subramaniam,
      Head, Centre of Excellence, Torry Harris Business Solutions
      • Brief summary of Three, the background and our starting point
      • How Customer expectations have changed in the new Digital era
      • What this means for IT
      • Brief overview of what Three are doing, and key lessons learned, so far
    • 12:10 pm
      INTERACTIVE ROUNDTABLE: Creating A Successful Customer Experience Strategy and Roadmap
      Inge Brandt,
      Head of Customer Journey, ContactEngine
      Laura van Beers,
      Head of Artificial Intelligence and Machine Learning, ContactEngine

      This immersive and engaging learning experience brings delegates and presenters together in interactive group exercises and guided dialogue to identifying mission critical areas that companies must address to optimizing the customer journey, consistently grow their customer bases and revenue streams all while ensuring that their customers always come first. Take part in this unique opportunity to contribute to the discussion and take away real-world strategies with peers and industry experts including:

      • Mapping and building customer journeys faster using TM Forum assets to streamline processes and to make better, immediate use of the data collected from all the touchpoints
      • Understanding which capabilities enable a desired customer journey and make it easier to prioritize and plan deployment of those capabilities
      • Evaluating of the impact of digitalization on the use and customer satisfaction for each customer journey
    • 12:45 pm
      Networking Lunch
    • CONNECTING CHANNELS FOR SUPERIOR SERVICE
      Chair: Gemini Wagmare, Co-Founder & CEO, UXP Systems; Head of Digital ID, Amdocs
    • 2:00 pm
      CASE STUDY: Verizon Business Markets Digital Transformation
      Suma Manoraj,
      Director, Digital Technology, Verizon Business Markets, Verizon
      Chris Bauschka,
      RVP, Industry Go To Market, Salesforce
      • Identifying digital transformation drivers
      • Outlining Verizon business markets strategy
      • Providing an overview of Verizon’s transformation blueprint
    • 2:30 pm
      CASE STUDY: ‘No Customer Left Behind’: Building a Smart Back-Office for All-Inclusive Care
      Kevin Lowell,
      VP, Information Technology, US Cellular
      • Creating innovative ways to improve customer experience while eliminate pressing OPEX issues such as using human agents to handle processes which cross multiple different systems, environments and channels
      • Identify and reinventing key processes such as device management and discount applications to achieve dramatic results in savings, revenues and churn in just a short period of time
    • 3:00 pm
      FIRESIDE CHAT: Enabling a Consistent and Seamless Experience
      Dushyan Vaithiyanathan,
      Head of Consumer Business , Maxis
      Gemini Waghmare,
      Head of Amdocs Digital Identity, Amdocs,
      Formerly Co-Founder & CEO, UXP Systems
      • Enabling E2E digitization of customer service processes allows customers to report problems through any channel and resolve them during the first interaction
      • Aligning your omni-channel strategy with the overall strategic business imperatives to meet the needs of diverse channels of use and deliver exceptional customer experience
      • Empowering customers to explore service options, place orders, renew, and have everything fulfilled instantaneously, using any device or channel
    • 3:30 pm
      Afternoon Refreshments
    • ENHANCING CUSTOMER TRUST & PERCEPTION
      Chair: Gemini Wagmare, Co-Founder & CEO, UXP Systems; Head of Digital ID, Amdocs
    • 4:00 pm
      LIVE DEMO: Getting Good ‘Manners’: An Outside-In View of how Customers want to Interact with your Brand
      José Luis Bernal,
      Digital Business Director, MAPFRE
      Marie-Claude Belda,
      Co-Founder & Business Development Director, Balandra Software
      • Combining omnichannel and customer journey strategies with each consistently informing the other to improve effectiveness and impact
      • Changing the pace of your communications with the customer, pausing some of them, cancelling or modifying others to reach a proficient level of customer context sensitivity
      • Enabling organization-wide consistency and non-linear process management from multiple sources via any channel
    • 4:25 pm
      CASE STUDY: Creating Consumer Confidence in an Connected World: Delivering Trusted Experiences Across all Channels
      • Addressing consumers concerns about their safety across all digital, mobile and non-digital communication channels
      • Bridging offline customer interactions, such as phone conversations, with digital communication methods for a trusted customer journey
      • Enhancing outreach with relevant and contextual information to help encourage responses and leave a positive brand impression
    • 4:50 pm
      PANEL: Providing a “Safe Space” to Encourage and Migrate Your Customers to Use Digital Channels
      Rhona Bradshaw,
      VP, Customer Experience Transformation, Liberty Global
      Keith Casey,
      VP, Technical Assistance Center, GCI Communication Corp.
      Andrea Reichstein,
      Head of Research, Galileo Software
      Gemini Waghmare,
      Head of Amdocs Digital Identity, Amdocs,
      Formerly Co-Founder & CEO, UXP Systems
      • Identifying which channels your customers prefer and mimicking characterizes in the channels you are trying to promote
      • Understanding what the main customer concerns are and are they rational/accurate
      • Using social media influence to shift the balance and perception of your customers and persuaded their behavior

    Smart City Roundtables

    • Chair: Mike Steep, Executive Director, Stanford Global Projects Center's Digital Cities Program
    • 9:00 am
      Smart City: Unleasing Local Data Economies in Cities
      Juanjo Hierro,
      CTO, FIWARE Foundation
      Carl Piva,
      VP Strategic Programs, TM Forum
      Martin Brynskov,
      Chair , Open and Agile Smart Cities
      Christian Tordo,
      Deputy Mayor in charge of Economic Development, Digital Innovation and Urbanism, Ville de Nice,
      President, EcoValley Public Development Agency

      Title: Smart City: Unleashing Local Data Economies in Cities

      Abstract: This invitation only round-table will discuss creating data economies in cities. Cities around the world have established data platforms that provide transparency into city data. The next step is to expand on the initial success and create ecosystems that can use this data to create vibrant local data economies. But this has turned out to be impossible when not respecting the platform business model principles that have proven to be required components in the private sector. Questions to be addressed are:

      • What components from the platform business model concept must be implemented?
      • How can a successful digital ecosystem be created?
      • What is the role of telcos and the supplier ecosystem to enable this model?

      The session will also debate Smart City Living Lab. The Living Lab has been created in the Catalyst program and is based on TM Forum's Open APIs and leading third party components, bringing together global cities using a consistent architecture. It offers a repeatable pattern to cities, districts or property developers wishing to create value to their residents and the increase the value for tenants. The architecture will address the challenge of creating a vibrant data economy. Questions to be addressed are:

      • How can the Living Labs support unleashing local data economies?
      • How can supplier solutions and city data be used to drive the Living Lab?
      • How can this value proposition be developed to provide value to our broad ecosystem?

      Speakers:

      Keynote speaker: Mike Steep, Executive Director, Stanford Global Projects Center's Digital Cities Program

      Martin Brynskov, ChairOpen and Agile Smart Cities

      Christian Tordo, Deputy Mayor,  Nice

      Juanjo Hierro, CTO, FIWARE Foundation

      Rodrigo de Loredo, President, ARSAT

      Representative, 5G Testbeds & Trials Programme, Department for Digital, Media and Sport, United Kingdom

  • 9:20 am
    tbc – ZTE

Day 4

May 17, 2018

  • 9:00 am
    Catalyst Action Day – Introductions
  • Catalyst Action Day | Thursday May 17

    Catalyst Action Day | Thursday May 17

    • 9:00 am
      Catalyst Action Day – Introductions
    • 9:30 am
      Current Catalysts: Individual Catalyst projects will work together to wrap up their current projects | Newcomers: Introduction to the Catalyst program

       

      • Current Catalysts: Each team will complete a retrospective, plan for contributions, and identify any future project phases. and (workshop style session)
      • Newcomers: Learn how to get involved, and the benefits of using the Catalyst program to extend and accelerate your R&D
    • 11:00 am
      Current Catalysts: Retrospective, contributions and next steps | Newcomers: Overview of projects and highlights from award winning Catalysts

       

      • Current Catalysts: Retrospective, contributions and next steps, continued
      • Newcomers:
        • Overview of current projects and the challenges they are tackling
        • Highlights from award-winning Catalysts
    • 1:30 pm
      Current Catalysts: Meetings with Collaboration Subcommittee members | Newcomers: 1:1 with project teams

       

      • Current Catalysts: Meeting with Collaboration Subcommittee members to get feedback on current project and input for contributions and next project phase and with interested newcomers to get them engaged in future work
      • Newcomers: 1:1 meetings with project teams to get up close and personal insights on the projects while exploring new opportunities for participation
    • 2:30 pm
      Q&A and Wrap up