Attendees include

Customer Centricity

Over the past several years work stream collaboration has resulted in a robust, reusable set of Customer Centricity assets and tools.  Historically the Customer Centricity program has been focused on:  Customer Experience Management (CEM); Data Analytics; and Metrics.

We are increasing our focus on those deliverables which will accelerate CSP digital transformation, enhance Internet of Everything (IoE) services, and enable critical Trust processes.  We will explore and scope work streams which maximize CSP value and leverage TM Forum cross-program (IoT and Trust) synergy.

Areas of focus at Action Week:

  • Data Analytics Toolkits: identifying and building the highest value foundational business models, user stories, best practices, tools and reference architectures (e.g. Analytics and Big Data Repository –ABDR, Data Analytics Maturity Models, Data Governance and Data Management best practices, etc.)
  • Trust/Customer Analytics related to Best Practices, User Stories, Trust, Privacy and Security (e.g. Fraud Analytics)
  • IoE/Customer Analytics related to Internet of Everything (User Stories, Business Scenarios, Data as a product, Omnichannel in an IoE scenario, customer experience analytics related to digital assistants and artificial intelligence –AI, etc.)

FULL AGENDA HERE

Project Topics by Day

Monday, February 6
Customer Analytics & IoE Monetization Cross Team Meeting:

  • Readout and review of prior CEM deliverables
  • ODP/IOE Roadmap Alignment including 360-degree view of customer
  • Develop monetization models and customer analytics for digital ecosystems
  • 360-degree view of the customer & Omnichannel for IoT & B2B2X–Best practices, user stories, business scenarios deliverables prioritization


Tuesday, February 7
Customer Analytics & IoE Monetization Cross Team Meeting:

  • ODP/IOE Roadmap Alignment including analytics and 360-degree view of customer
  • Understand how to leverage enablers to improve customer experience and leverage analytics to identify new revenue streams
  • Develop monetization models for digital ecosystems and the Internet of Everything (IoE) and 360-degree view of customer
  • Omnichannel for IoT & B2B2X–Best practices, user stories, business scenarios

Wednesday, February 8
Catalyst Work
Customer Analytics & IoE Monetization Cross Team Meeting:

  • Develop monetization models for digital ecosystems and the Internet of Everything (IoE) and 360-degree view of customer
  • Understand how to leverage enablers to improve customer experience and leverage analytics to identify new revenue streams
  • Omnichannel for IoT & B2B2X–Best practices, user stories, business scenarios

Thursday, February 9
Customer Analytics & IoE Monetization Cross Team Meeting:

  • Deliverables Readout
  • Omnichannel for IoT & B2B2X
  • Best practices, user stories, business scenarios
  • Customer Analytics deliverables cross team readout

Who Is Going To Be There ?

Types of Companies:
Service providers; Data Management, Consultants, Suppliers, Enterprises

Individuals:
Chief Marketing Officer, Chief Customer Officer, Chief Data Officer, Senior VPs, VPs, Senior Managers, Managers, Directors, Heads, General Managers of CRM, Marketing, Analytics, Loyalty & Retention, Risk Analysts, Business Intelligence

Who Is Already Involved?

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Other Key Topics being covered