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Fast-Forward to Omni-Channel Management – How Vodafone, Huawei & Partners Are Doing it
Date / Time: Tuesday, February 14, 2017, 10:30 GMT
sponsored by
participating company
Jeremy Cox, Principal Analyst, Customer Engagement, Ovum

Sanjay Saxena, Principal Consultant, Digital Customer Experience, Huawei

Bernd Steinwender, Head of Product Management, NTS Retail

Katharine Hulls, Vice President Marketing, Celebrus Technologies

Peter Dorrington, European Head of Customer Insights, TeleTech Consulting

San Zaw, Head of Solution Consulting, Asia, TIBCO Software Inc.

As CSPs eye the prize of transforming into DSPs, they must create more enduring customer relationships, by delivering positive Omni-channel experiences. Ovum research reveals that around 90% still have a long way to go, by following the principles, guidelines and example of Vodafone/Huawei & partners in this webinar, they will accomplish their Omni-channel Management goals much faster.

This webinar will cover the core principles, best practices and guidance for faster Omni-channel Management delivery. We will also illustrate how Vodafone, Huawei and their ecosystem of technology partners collaborated to design and deliver some vitally important use cases, starting with: From Churn to Return

Agenda: Introduction & Overview of the Webinar

  • The What and the How of Omni-Channel Management – what it is, core principles and how to go about it, including Denon & Marantz transformation case study. - Jeremy Cox, Principal Analyst, Customer Engagement Practice, Ovum
  • A Customer Experience-Driven Architectural Approach to Omni-Channel Management and Building the Ecosystem – Sanjay Saxena Principal Consultant, Digital Customer Experience, Global Services, Huawei
  • The Omni-Channel Management Alliance – a Q&A session with some of the partners:
    • NTS Retail – Bernd Steinwender, Head of Product Management – Creating the Retail Fulfilment Capability
    • Celebrus Technologies – Katharine Hulls, VP Marketing – Fueling the Inference Engine to Deliver Relevant Interactions in Support of the Customer Journey
    • TeleTech Consulting– Peter Dorrington, European Head of Customer Insights – Orchestrating the Customer Experience
    • TIBCO – San Zaw, Head of Solution Consulting, Asia – Interconnecting data, systems and processes across the value chain to accelerate Concept-to-Market cycles.
  • Summary & recommended next steps (Jeremy Cox, Ovum), followed by Q&A


    Jeremy Cox, Principal Analyst, Customer Engagement, Ovum
    As part of Ovum’s Customer Engagement team, Jeremy leads the research and insights into CRM and its potential for spearheading customer-driven business transformation (the customer-adaptive enterprise). With over 20 years’ CRM strategy development and implementation experience, on the inside (IBM) and as a consultant and change agent. He is well placed to support enterprises on their next-generation customer transformation journey.

    Jeremy joined Ovum in July 2012, and quickly established the broader customer-adaptive enterprise context, identifying eight core attributes that organizations need if they are to be persistently relevant to their customers: Visionary leadership, an engaged workforce, collaborative, acute sensing capabilities to generate insight and foresight, a superior omnichannel customer experience, continuous innovation, connected, simplified and adaptive processes, and an adaptive enterprise architecture.

    He has written many papers on transformational CRM, the customer-adaptive enterprise, omnichannel customer engagement, harnessing the voice of the customer to drive continuous improvement in the customer experience, and continuous innovation.

    Prior to joining Ovum, Jeremy ran his own transformational CRM consultancy supporting enterprises in both the public and private sectors, with clients such as The Pensions Regulator, The North West Development Agency, HP, Microsoft, Carlson Wagonlit Traveler Services, Pitney Bowes, Honeywell, Eli Lilly, and mid-market firms including Goldsmith Williams Solicitors, Camps Solicitors, and Hurst & Co Accountants.

    He was also a principal consultant CRM at KPMG Consulting, and held various CRM internal consulting roles at IBM during the transformation years of the mid to late 1990s.

    Jeremy co-authored “Mid-Market CRM” with Professor Francis Buttle FCIM and has spoken at various European conferences on CRM as a transformational business strategy enabled by IT, and what it takes to become a customer-adaptive enterprise.

    He has a masters degree with distinction from Manchester Business School in strategic market management and CRM.

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    Sanjay Saxena, Principal Consultant, Digital Customer Experience, Huawei
    Sanjay has 22 years of experience with Fortune 500 companies managing CEM projects. From Operations Consulting, Services Marketing and Product Management to leadership position at Motorola heading Strategy & Alliances for Service Quality Management (SQM) and Customer Experience Management (CEM) solutions. Managed internal and external solutions enabling SQM and CEM at Nokia Siemens Networks and lately developed IT Enterprise Services for Contact Centers, when working with Empirix in Boston, USA. Presently working as Sr. Marketing Director within HUAWEI Global Services and enabling Operators through Digital and Customer Experience Transformations.

    Sanjay is Certified Net Promoter Associate and MBA from Bath University and BTech. from Mangalore University.

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    Bernd Steinwender, Head of Product Management, NTS Retail
    Bernd is currently the Head of Product Management at NTS. His career at NTS Retail started 2001 when he was working as a technical engineer. After that he became a project manager for many telco projects he then moved forward to the key account management. With this background he was appointed to become the Head of Product Management.

    The educational background includes finalizing a higher technical school in electrical engineering and a graduate in Computer science at the JKU – Johannes Kepler University Linz in 2000..

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    Katharine Hulls, Vice President Marketing, Celebrus Technologies
    As VP Marketing for Celebrus Technologies, Katharine is responsible for global marketing and communications, both direct to end-users and via a worldwide network of partners. This responsibility includes the development and execution of joint marketing activities with key partners, messaging and proposition creation, product marketing, digital marketing, content marketing and analyst relations.

    Katharine has over 20 years’ marketing management experience with a strong focus on data and analytics software and services providers. Before joining Celebrus in July 2011, Katharine was Head of Marketing, EMEA for Experian Marketing Services which encompasses brands such as CheetahMail, QAS, Hitwise and Mosaic. Earlier during her tenure at Experian, Katharine was also Head of Marketing for CheetahMail across EMEA and UK/Ireland.

    Prior to her three years at Experian, Katharine worked for predictive analytics software vendor SPSS, before their acquisition by IBM, where she led and reshaped the UK Marketing team and was part of the EMEA Marketing Management group. Previous to that, Katharine was responsible for marketing communications across EMEA and APAC for web security company Websense, and before that she held a variety of global and EMEA marketing management roles at industry analyst Gartner. Katharine started her marketing career at Sony.

    Katharine holds a BA (Hons) from the University of London and the Chartered Institute of Marketing’s Postgraduate Diploma.

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    Peter Dorrington, European Head of Customer Insight, TeleTech Consulting
    Peter is a specialist in information strategy, big data and customer analytics. He has formed and led a high performing analytics team in an Analytics Centre of Excellence and worked with a wide range of organisations across Europe. Peter has supported senior executives in preparing strategies and plans for the exploitation of big data and analytics as well as led governance and project offices of large scale analytics deployments in both traditional and digital environments and across multiple sectors.

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    San Zaw, Head of Solution Consulting, Asia, TIBCO Software Inc.
    San Zaw is the Director of Solutions Consultants in Asia at TIBCO Software. Based in Singapore, San leads the regional pre-sales teams across South East Asia, Greater China, and Korea, and is responsible for the solution sales business growth in the Asia region.

    He is a practitioner in Contextual Event Processing and Digital Services, and works with Asia’s leading Financial Services Institutions and Communications Service Providers on architecting game-changing solutions, and delivering differentiated customer experiences.

    A seasoned veteran in the Telecommunications industry, San is a regular speaker and thought leader at financial and mobility innovation circles. His interests include helping enterprises monetize on their digital ecosystem, exposing businesses to the API economy, and advocating of live behaviour and lifestyle monetization with Fast Data (live insight-to-action).

    San brings over two decades of experience in the field of InfoComm Technology and built a track record in solving complex business challenges for enterprises ranging from Telco, Banking, Transportation & Logistics, Healthcare, Gaming, to Defense and Statutory bodies. During his career at TIBCO, he has helped spearhead the development of the business in the emerging markets across Asia.

    Prior to TIBCO, San has worked with Deutsche Telekom AG on tele-commerce initiatives, and with StarHub Ltd where he helped build the managed services consulting practice.

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