Empowering and engaging the digital customer by leveraging data, analytics and AI technologies

Good is not good enough when it comes to Customer Experience and Centricity. Meeting and exceeding the demands of today’s digital customer requires that operators across Asia excel at engaging their customers and delivering superior experiences. The wealth of data as well as customers’ trust in their operators’ ability to protect customer data, provides operators with an unique opportunity to leverage analytics and AI technologies to develop a frictionless customer experience.

The Customer Centricity & Analytics track allows delegates to explore the challenges around empowering the customer, personalizing the customer journey and optimizing the omni-channel experience whilst also allowing delegates to delve further into AI, including machine learning, and data analytics to support their efforts to better understand and engage their customers.

Key challenges that will be addressed:

  • How are operators engaging the Digital Customer?
  • How can operators effectively leverage their data to improve customer centricity, customer engagement and the customer experience?
  • How do you tune into the Voice of the Customer?
  • How can chat bots be used to deliver 24/7 personalized, context-sensitive and real-time customer service?
  • How are operators implementing self-service across all channels?
  • How do you boost customer engagement through social media channels?

Benefits of attending:

  • Gain insights into how Asian operators are deploying the latest technology to deliver 24/7 personalized, context-sensitive and real-time service to their customers
  • Network with senior customer experience and analytics professionals from leading operators
  • Discover how other industry sectors are addressing the challenges
  • Learn more about how operators, vendors and enterprises cooperate in TM Forum’s Catalyst projects to develop practical solutions to customer experience and analytics related challenges faced by the telecom industry
  • Find out how Asian operators are embracing analytics and AI to gain actionable insights that create value add and superior experiences for customers
  • Learn more about how TM Forum is supporting operators in their quest to meet and exceed the demands of today’s digital customer

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