March 6-7, 2006
Four Seasons Hotel
Atlanta , GA
For more information
please contact us at
(415) 553-4142 or tlsinfo@tlsummits.com
Agenda
March 6, 2006
8:00 AM – 8:30 AM
Registration & Breakfast
8:30 AM
Opening Remarks
Jon Munzel – Co-Founder
Thought Leadership Summits, Inc.
8:35 AM
Welcome from the Chair
8:45 AM
Maribel Lopez – Vice President
Forrester Research
Thriving in the New Communications Landscape: Evolving to An Experience Provider
Telecom is moving beyond discrete services and basic bundling and into a new world of converged services. Today, new entrants such as Google, Clearwire and VNOs like ESPN are changing the landscape of communications services. To thrive in the new world, operators must move beyond providing access to providing end to end managed experiences for their customers. The big difference? Experience providers must combine both internal and external partner innovations to deliver end to end customer experiences. These experiences will layer customization, usability and content over today’s emerging IP infrastructure. Leading operators will win by building systems and processes that support partnering, personalization and rapid service delivery.
9:30 AM
Colin Spence - Chief Operating Officer and Regional Director of Operations
BT Americas
Realizing the Potential of CRM: Serving your Customers & Gaining Competitive Advantage in the Digital Networked Economy
In today’s connected world, the challenges for businesses are growing in complexity. Driven by an increased focus on quality of service and customer care, organizations need to transform how they are managing customer relationships and the way they are doing business to ensure they are meeting rising customer expectations in the new “digital networked economy.”
10:15 AM – 10:45 AM
Networking Break
10:45 AM
Michael Rouleau – Senior Vice President, Business Development and Strategy
Time Warner Telecom, Inc.
Building Customer Loyalty, Improving The Bottom Line
In a marketplace where competition is fierce, pricing is plummeting and the differences in offerings appear minimal, a differentiated customer care strategy can make the difference between 'getting the deal' or not. Telecommunications service providers have been notorious for doing their best to manage highly commoditized offerings while being entirely indifferent to delivering the comprehensive customer care those customers expect and deserve. Time Warner Telecom is different and has been incredibly successful over the past several years in evolving its business, starting with delivering on a promise of differentiated customer care. With a comprehensive customer care strategy being an ever evolving and developing strategy, we'll present lessons learned, the 'before and after' view with the dramatic results we've been able to achieve in serving our customers, reducing the churn all the while growing the business and margins.
11:30– 1:00 PM
Networking Lunch
1:00 PM
Panel Discussion
Winning the Convergence Battle - Marketing, Sales, and Customer Service Best Practices
Moderator:
Maribel Lopez – Vice President,
Forrester Research
Panelists:
Charlotte Yates – Chief Executive Officer,
Telwares Communications, LLC
Michael Small – Chief Executive Officer,
Centennial Wireless
Joanne Wolf – National Customer Retention and Sales Call Center Director
Adelphia Communications Corp
2:15 PM
Robert L. Jones – Vice President, Mass Markets Sales Support Operations
Qwest Communications
Insights into the Behaviorial Aspects of Customer Churn
The increasing competitive intensity within the telecommunications industry poses a unique set of challenges to companies, as they work to retain customers through programs aimed at reducing churn. This session examines some of the behavioral factors that influence churn, and will include a review of some traditional, as well as new methods for reducing its business impact. Examples based on recent studies and findings will be discussed in terms of the implications they hold for business strategy.
3:00 PM – 3:30 PM
Networking Break
3:30 PM
Michael Small – Chief Executive Officer
Centennial Wireless
Tailoring the Customer Experience to Fit Each Local Market
Mr. Small will discuss how Centennial Communications creates a sustainable competitive advantage in wireless and broadband telecommunications services by tailoring the customer experience to fit each of its local markets. Centennial set a course years ago to develop a powerful brand that connects with each of its local markets, and has become better each year at delivering a tailored customer experience. The quality of the local management team has been a critical success factor in the Company's local market strategy, as has its 'Trusted Advisor' relationship as the wireless device continues to evolve. As the world flattens, all companies big and small, increasingly have more equal access to the world's resources. In this new world, the competitive differentiator for Centennial will be how it brings the world's resources to bear to serve its target customers.
4:15 PM
Lee Khatchadourian-Reese – National Director, Customer Service Operations
Comcast Corporation
From Payment Center to Customer Service Center
Lee will discuss the transformation of existing Comcast "Payment Centers" to Comcast "Customer Service Centers" - a sales and retention channel with a consistent look and feel driving incremental results with increased customer satisfaction. She will discuss various elements of this program incluidng research into customer behavior and perception aobut the centers, beta trials, and customer reactions. She will also discuss the communication and execution of the newly emerged business model into a national Comcast program.
5:00 PM – 6:30 PM
Networking Reception
March 7, 2006
8:00 AM – 8:30 AM
Registration & Breakfast
8:30 AM
Day Two Remarks
Jon Munzel – Co-Founder
Thought Leadership Summits, Inc.
8:35 AM
Welcome from the Chair
8:45 AM
Cynthia Carpenter – Vice President of Product Marketing for Wholesale and Consumer Voice Services
Level 3 Communications
Assessing the Telecommunications Marketplace: The Importance of Consumer Research
Over the past two years, VoIP (Voice Over Internet Protocol) solution providers, vendors, media and analysts have placed a tremendous amount of thought, energy and budget towards furthering the technology, yet consumer awareness and adoption rates are surprisingly low. Why? What will it take to drive mass market adoption of VoIP? In order to test hypotheses around consumer attitudes toward and usage of phone service, Level 3 implemented a two phase consumer research project that studied VoIP adoption, perception and trending. The eye-opening results uncovered who the next wave of adopters will likely be and how VoIP providers can most successfully encourage potential users to adopt.
Through a case study on recent consumer research conducted by Level 3, Cynthia Carpenter will detail how consumer research can help telecommunications marketers understand their customers (and their customers' customers), know where the market is going, guide partnerships with industry peers, and promote the adoption of emerging technologies.
9:30 AM
Joanne Wolf – National Customer Retention and Sales Call Center Director
Adelphia Communications Corp
Retention Strategies in a Competitive Environment
- Overview of Customer Retention Strategy
- Outline the strategy behind the initiative
- Overview of operation
- Customer Life Cycle
- Roadmap of customer lifecycle management
- Introduction of Proactive Strategies
- Identifying retention targets
- Elements of program implementation
- Measuring results
- Development of Customer Save Queue
- Understanding customer behavior
- Quality Assurance for retention
- Scripting and call flow
- Elements of Success
- Communication strategies
- Systematic feedback opportunities
- Quantifying results
10:15 AM – 10:45 AM
Networking Break
10:45 AM
Jim D’Arcangelo - Vice President, Strategic Marketing and Agent Channel
Global Crossing Limited
Creating a Competitive Advantage with a Company Culture focused on our Customer Needs
Understanding the needs and requirements of our key customer, the corporate CIO, and exceeding their expectations is the DNA of our company culture. Our delivery of Technology, Security, Support and Control is our key differentiator in this marketplace of complex IP solutions. This presentation will focus on our Support and Customer Control model powered by our Intelligent Front Office (IFO). Bonding our customer's Business Support Systems (BSS) and our Operating Support Systems (OSS) enable superior customer service and customer control.
11:30 AM
Charlotte Yates – Chief Executive Officer,
Telwares Communications, LLC
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