Proactive Care: Achieving Speed and Resilience in an Era of Connectedness
Date / Time: Wednesday, June 17, 2020, 12:00 p.m. New York / 5:00 p.m. London
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Proactive customer care isn't just smart business for today. It's the battleground for future success. Adopting a proactive approach to customer experience is the best way to earn trust, prevent churn and even drive fierce loyalty, all while reducing the cost to serve.

This webinar will explore how communications service providers are accelerating customer care productivity and creating frictionless customer experiences by automating digital workflows on a unified cloud native platform. Join us to learn how best-in-class CSPs are leveraging service management platforms to:

  • Deliver a proactive experience for both customers and employees
  • See the big picture – from customer to network
  • Serve better while spending less

James Crawshaw, Senior Analyst, Omdia | bio Chris Holmes, Senior Director, EMEA –Telecommunications, Media and Technology, ServiceNow | bio
Yossi Zohar, Global Senior Director –Telecommunications, Media and Technology, ServiceNow | bio

James leads Heavy Reading's OSS/BSS research service. He examines the breadth of software used by communications service providers in customer, business, service and infrastructure management. James's areas of focus include BSS, OSS, SDP, policy management, revenue assurance, service assurance, analytics and business intelligence. He is particularly interested in the impact of SDN and NFV on operator's IT systems.

Prior to joining Heavy Reading, James worked for more than 15 years as an analyst covering technology and telecom companies for various investment banks and industry research firms. He previously worked as a management consultant in industry.

James holds a BSc and MEng in Electrical and Mechanical Engineering from the University of Manchester, England.

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Chris is ServiceNow’s industry lead for Telecommunications and works with Communications Service Providers across EMEA. In this strategic role, Chris is focused on helping customers drive strong sustainable business outcomes, ensuring customers’ needs are prioritized on the Telecommunications vertical propositions backlog and working with our partners to support execution of key initiatives for Communications Service Providers. Chris has a strong track record of delivering results through people and technology-led change.

Prior to joining ServiceNow, Chris spent ten years in Vodafone Business, focused on Operations and Digital Transformation where he achieved significant efficiency, revenue, customer and employee outcomes for the business. Chris has also held senior roles in Nokia’s Service Business and was a Partner in Accenture’s Telecommunications Industry group.

Chris has a degree in Electronic Engineering & Physics from Loughborough University.

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Yossi Zohar brings over 15 years of experience in helping telecommunications and media companies around the world to drive their digital transformation initiatives. At Amdocs, Yossi played a key role in the acquisition of Clarify, and held leadership roles in product management and product marketing as part of the Amdocs CRM division. As part of this role, Yossi led the creation of the first fully integrated BSS platform in the industry. Following his tenure at Amdocs, Yossi joined Salesforce, where he held the role of Senior Director, Communications & Media Industry Solutions. In this role he helped grow awareness and demand for Salesforce’s solutions for the industry, which translated to significant business growth. More recently, Yossi joined ServiceNow, where he is currently driving cloud-based industry solutions in areas such as telecommunications customer care and service assurance.

Yossi holds a BA in Economics and Management from the Tel Aviv University.

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