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Are You Ready for the Digital Customer Journey?
Date / Time: Thursday, April 28, 2016, 11:00 a.m. New York / 4:00 p.m. London
Overview:
 
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Speakers
Sandra O’Boyle, Senior Analyst, Customer Experience and Analytics, Heavy Reading

Chris Newton-Smith, Chief Marketing Officer, Redknee

Today’s digital economy has spurred an ever-growing portfolio of products and services for communications customers. As customers become more demanding and digital services become more complex, service providers can no longer rely on traditional approaches to serve their customers.

Monetizing digital services requires greater agility and a platform that supports the launch of new services and the end-to-end customer journey. For service providers to succeed, an agile product catalog and order management system is necessary, as well as a single customer view on pricing, assurance and service delivery across channels. Real-time contextual insight ensures a customer receives the right offer at the right time, at every touch point.

Join Redknee’s Chief Marketing Officer Chris Newton-Smith and Heavy Reading Senior Analyst Sandra O’Boyle to discuss the end-to-end digital customer journey and how catalog-driven BSS helps to build and deliver innovative services and partnerships, as well as improve customer engagement and digital marketing.



 

Sandra O’Boyle, Senior Analyst, Customer Experience and Analytics, Heavy Reading
Sandra leads Heavy Reading’s research on customer experience management and customer analytics related to the network and services, customer care, billing and marketing. Sandra also looks more broadly at how service providers are reinventing digital operations with a "customer first" focus and adopting big data strategies. Sandra brings to these areas an excellent understanding of the competitive issues and market trends shaping the telecom and IT sectors. Sandra joined Heavy Reading from Rohde & Schwarz’s ipoque, a network traffic and subscriber analytics vendor, where she worked in strategic product marketing. Prior to that, Sandra spent more than ten years as Research Director for the global business network and IT services practice at Current Analysis covering enterprise cloud and network services, and advising operators, IT service providers, vendors, and enterprises. She has also held editorial research positions at PC World and The Industry Standard in San Francisco. Sandra is based in Amsterdam.

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Chris Newton-Smith, Chief Marketing Officer, Redknee
Chris Newton-Smith is the Chief Marketing Officer (CMO) at Redknee. Chris is responsible for developing Redknee’s market strategy and enabling our global partnerships. In this function, he has responsibility for product management, corporate and product marketing, and the development of Redknee’s portfolio of patents.

Mr. Newton-Smith has broad experience in the telecoms industry. In his most recent role at Redknee, Chris was the General Manager of Redknee’s EMEA sales and operations organization, where he spearheaded the successful growth of Redknee’s presence in the region. Prior to joining Redknee, he was responsible for business development and product marketing for the Application & Content Services (ACS) business unit of LogicaCMG Telecoms (Acision). He has held positions in Sales, Marketing, Product Management, Software Development, and Technology Evaluation at Redknee, BlackBerry, Encana, and UBS AG.

Mr. Newton-Smith has a Bachelor of Engineering and Management degree from McMaster University in Canada. He is also a member of the IEEE.

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