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The Path to Customer-Focused Digital Success
Date / Time: Thursday, December 8, 2016, 12:00 p.m. New York / 5:00 p.m. London
sponsored by
Alan Breznick, Cable/Video Practice Leader, Light Reading

Tom Puglisi, VP & Change Management Practice Lead, Epsilon

With the explosion of digital media, service providers now have a growing number of ways to reach consumers with their devices in a more personal, relevant fashion. As a result, in a dramatic evolution, both telecom and cable operators are evolving from traditional location- and channel-based marketing approaches to new consumer-based marketing strategies. In this new paradigm, each touch point with consumers – whether a digital ad impression, a direct mail piece, an email or a helpful call from an engaged representative – can play a big role in influencing their brand choices. But these touch points can easily work against each other as well, creating not only conflicts for consumers but also operational and services measurement and monitoring challenges for providers.

Many companies recognize the need for digital transformation and the adoption of new tools to enable individualized and contextually relevant interactions with customers. However, we see companies time and again falling short of achieving their vision because they fail to pivot the organization, change how they go to market, and integrate new technology solutions with appropriate governance and team orchestration.

To carry out customer-centric strategies, service providers must coordinate culture, skills, technologies and data across all customer touch points and foster strong collaboration throughout their organizations. As we have seen in the telecom and other industries, successful change management and effective governance are critical to achieving the expected ROI from digital technology investments designed to optimize the customer experience.

Epsilon recently teamed with a top U.S. brand to launch new digital technologies and adopt changes in both organizational structure and operations. These changes were critical to enhancing the organization's position as a singularly consumer-focused company.

This webinar will cover the driving forces that led to this partnership and the actions taken to spur customer-centric digital success, as well as offer keen insights for wireline telecom and cable providers striving to change the customer experience in a similar vein; including:

  • Driving forces influencing telecom transformation
  • Three pillars essential to integrating and governing new digital solutions
  • Unique look at organizational and role changes
  • Typical phasing and milestones to achieve success

Experts will discuss how to create successful change management and enact effective governance to achieve these types of outcomes:

  • Reach the connected consumer through an omni-channel approach
  • Strengthen customer touch points
  • Develop customer-centric strategies
  • Implement those same strategies
  • Carry out effective change management and governance

Key Speaker: Tom Puglisi, VP & Change Management Practice Lead, Epsilon

Epsilon Telecommunication Experts
Armando Pando, VP Client Services, Epsilon
Glenn Squire, VP Strategic Consulting, Epsilon
Mathias Berg, VP Digital Solutions, Epsilon


Alan Breznick, Cable/Video Practice Leader, Light Reading
Alan Breznick has tracked the media, telecommunications, broadband, and consumer electronics industries for more than 20 years. Before switching over to Heavy Reading in 2007, he was the original editor of Light Reading Cable Website and founding author of Heavy Reading's Cable Industry Insider. At Heavy Reading, he primarily focuses on cable/MSO services, technologies, and networks, as well as IPTV infrastructure. Alan was formerly a broadband analyst for Kinetic Strategies and a contributing analyst for One Touch Intelligence. He previously reported for Communications Daily, Cable World, Multichannel News, Broadband Daily, Crain's New York Business, and Genuine Article Press, among other publications.

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Tom Puglisi, VP & Change Management Practice Lead, Epsilon

  • Vice President & Practice Lead: Change Management
  • 25+ years of strategic consulting
  • Clients including:
    • Current: Pfizer, Marriott International, FedEx, TD Ameritrade
    • Other Relevant: Carrefour, Harrods London, Kellogg’s, ADP, Catalina Marketing, JTI Switzerland, UN Switzerland
Education & Credentials
  • Accenture: Senior Engagement Manager Financial Services
  • KPMG: Senior Manager Strategic Services
  • BS Business Accounting: University of Delaware
Areas of Expertise
  • Organizational Change Management
  • Organizational Readiness: Digital Transformation
  • Digitial Organization Governance
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