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Key Sessions

Antonio Jose Elizondo Armengol

Keynote: Rising service provider innovation odds with NFV

Telefónica I+D

Stefan Rupp

Keynote: Transforming a telco entity for the digital age – The pain & gain journey to success

Swisscom Event & Media Solutions

Milos Brusin

Keynote: The rise of telcos as banks

Telenor Banka

08:00 09:00 (60 mins)

Main agenda

Registration and coffee

09:00 09:10 (10 mins)

Main agenda

Conference Opening

  • Stephen Sale - Research Director, Consumer Services, Analysys Mason

09:10 09:40 (30 mins)

Main agenda

Keynote: Rising service provider innovation odds with NFV

NFV promises changing the way the service providers deploy and operate network services. However, to really unite the benefits of NFV, it is not enough to adopt new technology. A deeper cultural and process transformation needs to be addressed. True digitalisation is about adopting a software-centric culture. Understanding how to work with a user-centric view, agility, and Open Source is key to favour successful innovation. 

  • Antonio Jose Elizondo Armengol - Head of Network Virtualization Strategy and Technology, Telefónica I+D

09:40 10:10 (30 mins)

Main agenda

Keynote: Transforming a telco entity for the digital age – The pain & gain journey to success

  • The key elements of successful transformation and common mistakes
  • How to transform digital service delivery into real customer value and revenue
  • Being more successful by going through REAL failure and learning environment
  • How KPIs change in the digital age
  • Stefan Rupp - Chief Digital & Transformation Officer, Swisscom Event & Media Solutions

10:10 10:35 (25 mins)

Main agenda

Case study from Vodafone: Developing new digital channels and real-time personalised offers

  • How we successfully integrated in-app, cloud-based push notifications at Vodafone
  • How we collected device customer experience in big data back-ends to personalize and launch offers in real-time
  • Overview of our results as a customer experience success case in the digital domain
  • Thomas Neumann - Principal Device Manager, Vodafone Group

10:35 10:55 (20 mins)

Main agenda

Leading disruption in the SP industry with technology innovation: virtualise, simplify, automate

  • Phil Wolfenden - Vice President, EMEAR, Cisco Technical Services

10:55 11:15 (20 mins)

Main agenda

Case study from Turkcell: Creating a self-service app for innovation in customer service delivery

  • Ansi Deniz Rona Bayildiran - Digital Experience Manager, Turkcell

10:55 12:00 (65 mins)

Main agenda

Networking break

12:00 12:20 (20 mins)

Main agenda

Reinventing a Telco to benefit from the disruptive technology developments

  • How should a Telco change its interaction with customers and its portfolio
  • What is the overall architecture which will enable this change?
  • Helping customers to migrate to the digital world
  • The hardest part: a new way of working and company culture is required
  • Remco Helwerda - Innovation Strategy Consultant, KPN

12:20 12:40 (20 mins)

Main agenda

Resolving service delivery challenges with growth of Internet and on-demand B2B workforce

  •  Demand for data + content growing everywhere in our telecom world
  •  Broadband expansion slowed by workforce engagement obstacles
  •  The platform to break barriers, free workers, expansion + opportunity
  •  Amazing experiences delivered globally, success for all, a win-win
  • Malik Zakaria - Founder & CEO, FieldEngineer.com

12:40 13:20 (40 mins)

Main agenda

Panel discussion: How can telcos acquire new customers on the digital stage?

  • Examples of channels and methods to acquire new customers – What has worked and what hasn’t?
  • What can telcos learn from other industries with regards to reaching new customers?
  • Overview of advertising and communications innovations in the digital world which telcos can easily implement
  • Targeting various groups of customers – Examples
  • How can telcos overcome the hurdles in acquiring new customers by partnering with innovative companies?
  • Moderator William Watts - Director, Tarifica
  • Mila Milenkovic - Head of Business Development Department, Telekom Srbija
  • Mark Wiseman - Service Delivery Director, TalkTalk Business
  • Stefan Rupp - Chief Digital & Transformation Officer, Swisscom Event & Media Solutions
  • Kiran Kuchimanchi - Executive Vice President - Customer Success, ValueLabs

13:20 14:30 (70 mins)

Main agenda

Networking lunch with hosted lunch tables

HOSTED LUNCH TABLE 1: Led by Remco Helwerda, Innovation Strategy Consultant, KPN

HOSTED LUNCH TABLE 2: Led by Thomas Neumann, Principal Manager Device, Vodafone Group

14:30 14:50 (20 mins)

Main agenda

Keynote: The rise of telcos as banks

  • Overview of the Telenor in banking sector – Why we decided to be the pioneers
  • Why telcos can deliver a better banking experience through synergy of services
  • Case study of our telco bank and customer feedback so far
  • Triggering and speeding market evolution
  • Milos Brusin - President of the Executive Committee, Telenor Banka

14:50 15:10 (20 mins)

Main agenda

Delivering cloud services you can bank on

  • Greg Hawkins - Chief Technology Officer, Starling Bank

15:10 15:30 (20 mins)

Main agenda

Opportunities for telcos in financial services – How digitalisation accelerates joint commercialization of banking product and service offerings

  • Richard Swinford - Partner, Arthur D. Little

15:30 15:50 (20 mins)

Main agenda

Tapping the enterprise digital transformation market through cloud based solution for faster time to market and scalability

  • Srinivas V. - Product Head, Infinity Data Monetization Platform, Mahindra Comviva

15:50 16:20 (30 mins)

Main agenda

Afternoon Break

16:20 16:40 (20 mins)

Main agenda

Carrier opportunities in VR/AR communications

  • Examining the opportunity in VR/AR communications
  • Case studies of AR & VR communications, collaboration and social apps
  • What role can mobile operators and other service providers play in VR & AR communications?
  • David Macqueen - Executive Director, Apps and Media, Strategy Analytics

16:40 17:00 (20 mins)

Main agenda

Case Study: Delivering a Live 360 VR end to end solution

  • Alex Berriman - eSports & VR Specialist, PCCW Global

17:00 17:30 (30 mins)

Main agenda

Panel discussion: Service delivery evolution in a 5G, cloud-native environment

  • How will services be different in a cloud-native environment?
  • Ensuring a seamless evolution of networks and services delivery
  • How to achieve maximum customer experience in future networks and services
  • Discussing the reliability of services today vs. tomorrow – What’s necessary for a seamless evolution to a new world of communications?
  • How far will service evolve with AI and VR?
  • Which services will become obsolete with 5G?
  • David Macqueen - Executive Director, Apps and Media, Strategy Analytics
  • Howard Benn - Head of Standards and Industrial Affairs, Samsung Electronics R&D Institute
  • Richard Swinford - Partner, Arthur D. Little
  • Ben Chisell - Product Director, Starling Bank

17:30 17:40 (10 mins)

Main agenda

Overview and closing remarks from the Conference Chair

  • Stephen Sale - Research Director, Consumer Services, Analysys Mason

18:00 19:00 (60 mins)

Main agenda

NETWORKING DRINKS AND AWARDS CEREMONY

Awards application details will be announced shortly – keep an eye on the website: https://tmt.knect365.com/service-delivery-innovation-summit/awards

Categories include:

  • Best new digital service launch
  • Best IoT platform for service delivery
  • Best technology for service quality improvement
  • Best innovation in customer experience management