Communications and media companies face not only the challenge of gaining and maintaining customers in an extremely competitive marketplace, but they're also charged with educating their audiences about technology and how their products are superior to the rest of the market. Automating and organizing any customer interaction is a huge step forward for any company in this space. Learn from the best at these sessions.
Monday | June 5, 2017
Check out how Optus, an Australian internet service provider, is using real-time behavioral analytics in the session Optus: Delivering Increased Conversion Rates and Sales Value through a Consistent Customer Conversation Across Channels (Monday, June 5, 2:30 p.m. to 3:15 p.m., Grand Ballroom 116). The presenters are Gabrielle Shone, Associate Director of Campaign Technology for Optus and Simon Jones, Manager of Technology Platforms for Optus.
The presenters at the Etisalat and Oi Optimize Customer Value with Minimal Staff and Costs (Monday, June 5, 3:30 p.m. to 4:15 p.m.) panel will discuss how, with the help of Pega, they used a customer-centric approach and data analytics to improve customer service and marketing dramatically. On the panel are:
- Prasad Krovvidi, Sr. Manager for Accenture
- Mark Davies, Industry Solutions Director for Pega
- Ricardo Santos, Business Development & Marketing Sr. Manager for Oi
- Arnab Goswani, Customer Base Management – Sr. Manager – Loyalty Program Consumer for Etisalat Telecommunications UAE
- Hassan Meraj, Customer Base Management – Sr. Manager – Customer Lifecycle Program for Etisalat Telecommunications UAE
Tuesday | June 6, 2017
A Pega solution is designed to get up and running completely, accurately, and very, very quickly. Learn about one such implementation at the session Virgin Media: Accelerating Network Transformation in 84 Days (Tuesday, June 6, Grand Ballroom 116, 11:45 a.m. to 12:30 p.m.), which will be hosted by Henry Minogue, Director of Consumer Solutions Transformation Ireland/U.K. IT Lead for Virgin Media.
Matt Nolan, Director of Product Marketing for Pega, along with Orlando Coelho and Bindu Chandran, who are both Sr. Managers of Customer Value Management for Etisalat, a UAE telecommunications company, talks about going From Product-Push to Connected Conversation (Tuesday, June 6, 2:30 p.m. to 3:15 p.m., Premier Ballroom 319). By leveraging a single customer presence across communications channels, Etisalat has engaged its customers like never before.
BT Plusnet and Pega have partnered to give this digital services provider an edge in a highly competitive and consolidating market by reworking essential customer journeys (billing and account services, lead-to-cash, and trouble-to-resolve) to allow customers to engage in web self-service, empowering them to control their own accounts as they see fit. Join Graham Robinson, Chief Architect for Plusnet and David Leather, COO for Plusnet at their session BT Plusnet Fast-Tracks Time-To-Value with Pega Customer Service for Communications (Tuesday, June 6, 2:30 p.m. to 3:15 p.m., Grand Ballroom 116).
Redesigning your customer service to take advantage of the latest technology from Pega? Be sure to attend this vital session From Breakdowns to Breakthroughs: The 7 Deadly Sins of Customer Journeys (Tuesday, June 6, 2:30 p.m. to 3:15 p.m., Grand Ballroom 117). The presenters are:
- Jeff Nicholson, VP of CRM Product Marketing for Pega
- Petri Selkainaho, Development Director for Elisa
- John Ingersoll, VP of Brand & Consumer Experience for CSAA Insurance Group
- Stuart Green, VP — Portal, Value Generation, Credit & Collections, and Commercial Capabilities, CEM, Global Servicing Network for American Express
Ender Ozgun, Customer Value Management Director for Vodafone Turkey presents a true success story in the session Vodafone Turkey Delivers Staggering Revenue and Increases NPS with Proactive and Personalized Sales Offers (Tuesday, June 6, 3:30 p.m. to 4:15 p.m., Grand Ballroom 116). Using Pega products, the telecommunications company saw a year-on-year revenue growth of more than 60 percent through its retail channel, increased customer Net Promoter Score (NPS) by more than 20 points, and won a prestigious Stevie marketing award with its "Pusula" retail solution.