CUSTOMER EXPERIENCE AUSTRALIA

CUSTOMER

EXPERIENCE

AUSTRALIA

SHERATON ON THE PARK

SYDNEY, AUSTRALIA

26 MARCH 2015

W W W. F R O S T - A P A C . C O M / C X /A U S T R A L I A

RAISING THE BAR

ON CUSTOMER

ENGAGEMENT AND

EXPERIENCE!

Telecom service providers are transforming from the delivery of just voice and data services to being purveyors of digital services involving vast partner ecosystems.

As data services become the primary source of revenue and profit for most service providers, commoditization of voice and connectivity demand service innovation to ensure growth. Mobile connectivity, combined with apps for everything, has pushed the interaction of people with people and people with “things” to new levels.

Frost & Sullivan’s Customer Experience Australia, focused on the needs of changing business models, new technology evolu-tion, support for cloud services, the effects of regulation, and real-time customer insight analysis, to provide superior customer experience and drive better business outcomes. From a practical perspective, a variety of conference partici-pants will discuss their successes and challenges within these subject areas and others.

SUMMIT

OVERVIEW

Mobile connectivity, combined with

apps for everything, has pushed the

interaction of people with people and

people with “things” to new levels.

KEY

THEMES

The Impact of Connectivity on the Future of the Telecoms Industry

The New Definition of Customer Experience

Changing Business Model To Create New Customer Value

Real Time B2B and B2B2C

Network Trends Usher In A New Era For The Telecom Industry

Big Data and Analytics - Where's the Value Proposition?

PROGRAM AGENDA

WELCOME REMARKS

Mark Dougan, Managing Director, Frost & Sullivan

Australia

KEYNOTE: THE IMPACT OF CONNECTIVITY ON THE FUTURE OF THE TELECOMS INDUSTRY

This presentation provides visionary insights into the impact of Connectivity and Convergence on our future lives, driven by the rapid proliferation of connected devices and services. These new services will create innovative applications that enable seamless access and ubiquitous connectivity in the main sectors of home, work, and city Frost & Sullivan will share key findings concerning the telecom market, addressing issues such as smart devices, telecom network evolution and new revenue opportunities for industry players. We will also speak about the continuing evolution of the enterprise, discussing how cloud services, SDNs and NFV are redefining the roles of the telecom service providers.

Manoj Menon, Senior Partner & Managing Director,

Asia Pacific, Frost & Sullivan

EXCLUSIVE DIALOGUE: TELECOM INDUSTRY VISIONARY INNOVATOR AND THOUGHT LEADER

Vish Nandlall, Chief Technology Officer, Telstra Gerd Schenkel, Executive Director - Telstra Digital

THE NEW DEFINITION OF CUSTOMER EXPERIENCE Improving the customer experience takes on many fronts from the care centre to network optimization and partner management. 8.30 AM 8.45 AM 8.50 AM 9.10 AM 10.00AM

Most organisations sense that they could do more to satisfy existing customers, and grow their customer base if only they could address all fronts cohesively. This session will discuss:

• How to provide a truly engaging and consistent customer experience across all channels

• Rapidly rollout offers and bundles across multiple ` channels, while unifying offer and service design across domains to maximize agility, flexibility and re-use • An IT architecture that is flexible and has the capabilities

to meet current and future business objectives • Understand the critical success factors for the

successful delivery of a customer centric transformation

NETWORKING BREAK

PANEL DISCUSSION: NETWORK TRENDS USHER IN A NEW ERA FOR THE TELECOM INDUSTRY

• What exactly is network function virtualization and how will it impact the subscriber experience?

• Why virtual network architecture is important and ` relevant today?

• How can existing services be enhanced?

• Next steps, the route to new network concepts and services

• How will these trends change subscriber communications, support and service?

Moderator: Mark Dougan, Managing Director, Frost &

Sullivan Australia

Panel Members:

1. Vish Nandlall, Chief Technology Officer, Telstra 2. Raghu Prasad, Head – Communications and Media

Industry Solutions Asia-Pacific and Japan, Oracle

3. Easwaren Siva, General Manager Technology

Governance & Strategy, Vodafone Australia

10.30AM 11.00AM

PANEL DISCUSSION: BIG DATA AND ANALYTICS - WHERE'S THE VALUE PROPOSITION?

Information procurement is gradually becoming very critical in businesses for the extraction of values from various data sources such as mobile devices, Web, automated sensory technologies, RFID, social networking websites, and so on. Big Data platforms can help organizations achieve these requirements. • Recognize the security issues hindering Big Data

adoption.

• Understand the key trends in the industry.

• Discover new opportunities of technology convergence.

Moderator:

Manoj Menon, Senior Partner & Managing Director, Asia

Pacific, Frost & Sullivan Panel Members:

1. Steve Nichols, General Manager, IT Services - `

Enterprise, NBN Co

2. Rodney Haywood, Head of Technology, ANZ, Amazon

Web Services

3. Daniel Nelson, Head of Enterprise Development, `

Braintree, a PayPal Company

CLOSING REMARKS

Mark Dougan, Managing Director, Frost & Sullivan

Australia

NETWORKING LUNCH 11.45 AM

12.15 PM

12.20 PM

SPEAKERS

Easwaren Siva has more than 20 years’ experience working in the Australian telecommunications industry. Mr Siva has previously held senior positions at Vodafone, Orange and 3 Mobile engaged in delivering ‘first to market’ services, including the introduction of SMS, Prepay and converged ‘Home Zone’ services to the Australian market, as well as live streaming of the cricket using cloud computing.

EASWAREN SIVA

In this position Gerd and his team deliver a comprehensive, relevant and integrated digital experience for all Telstra customers. In 2014 Telstra also launched its Digital First approach which is all about creating a brilliant connected future for its customers and staff, Gerd is overseeing this cross-company program of work.

GERD SCHENKEL

Telstra Digital

Over 20 years of management and strategy consulting experience, having worked for clients in the UK, Continental Europe, North America, Asia Pacific, Australia and New Zealand. Particular expertise in Market assessment and analysis, Market entry and expansion strategies, Customer analysis and segmentation.

MARK DOUGAN

Frost & Sullivan

Manoj Menon directly manages Frost & Sullivan’s business in Asia Pacific. Manoj started at Frost & Sullivan in December 1996 as one of the pioneers when the company was just beginning its trajectory into Asia. He has, since then, successfully grown the company’s presence and business in Asia Pacific by manifold

MANOJ MENON

Frost & Sullivan

Raghu Prasad has more than 22 years of experience in the ICT industry. At Oracle, Raghu is focused on driving solutions and business value in large business and IT transformations in the telecom and media industries. He has worked extensively with service providers in Korea, India, Malaysia and Australia in this capacity. Raghu leads a cross-functional team of industry experts who work as hands-on trusted advisors to service providers in solution design, architecture blueprints, business case development and business value justifications. Prior to joining Oracle, Raghu was the Regional CTO for

RAGHU PRASAD

Oracle

Daniel Nelson is an engineer, mobile commerce champion, and Data Science expert heading up PayPal’s Braintree Enterprise Business in Australia. Throughout his career Daniel has helped some of worlds most recognised brands advance their approach to commerce in an increasingly innovative market.

DANIEL NELSON

Vish Nandlall is the CTO for Telstra and a highly regarded telecom visionary. Wireless World recently named Vish one of the "Top 100 Wireless Wave Makers" globally. Vish is widely recognized for his contributions to the telecom industry, serving as a director and policy chair for TIA, as well as being a member of the FCC technology advisory committee under Chairman Wheeler.

VISH NANDLALL

Telstra

Steve has 15 years of telco industry experience and is an energetic and influential leader who is passionate about data. His natural instinct for seeing the opportunities that big data creates drives new customer or operational initiatives that make a difference. He has established innovative technology strategies to leverage organisational data as a strategic asset and built supporting analytics cultures to drive value creation.

STEVE NICHOLS

NBN Co

SPEAKERS

With a broad experience in ICT spreading over 20 years. Experience across applications, servers, storage, networking, virtualisation, data centre operations, disaster recovery and Cloud Services.

RODNEY

HAYWOOD

SPONSORS

Oracle Corporation, incorporated in 2005, is a provider of enterprise software and computer hardware products and services. The Company provides cloud services as well as software and hardware products to other cloud service providers, both public and private. The Company’s software business consists of two segments: new software licenses and cloud software subscriptions and software license updates and product support. The Company's hardware systems business consists of two operating segments: hardware systems products and hardware systems support.

The Company’s services business consists of the remainder of its operating segments and offers consulting services, managed cloud services and education services. Effective March 13, 2013, it acquired Nimbula Inc. Effective February 6, 2014, Oracle Corp acquired the entire share capital of Responsys Inc.

MAIN SPONSOR

ORACLE |

TelcoProfessionals(TP) is an interactive, content rich, blog- and video-centric online community, and business exchange, developed exclusively for the Telecom and Media industry. We are dedicated to individuals working in the industry globally, as a place they can find and help each other get ahead. TP includes a full Telecom & Media events listing, blogs from Thought Leaders, videos of the people shaping the industry’s future. TP allows you to network directly with over 110,000 like-minded unique viewers from 206 countries. To enhance your professional profile and network for future business opportunities, or to visit our jobs portal, join us today on

www.telcoprofessionals.com.

TELCO PROFESSIONALS |

TelcoProfessionals(TP) is an interactive, content rich, blog- and video-centric online community, and business exchange, developed exclusively for the Telecom and Media industry. We are dedicated to individuals working in the industry globally, as a place they can find and help each other get ahead. TP includes a full Telecom & Media events listing, blogs from Thought Leaders, videos of the people shaping the industry’s future. TP allows you to network directly with over 110,000 like-minded unique viewers from 206 countries. To enhance your professional profile and network for future business opportunities, or to visit our jobs portal, join us today on

www.telcoprofessionals.com.

ASIA CLOUD COMPUTING ASSOCIATION |

WHO SHOULD ATTEND

INDUSTRIES

Telecoms (Local & Foreign) • Internet Service Provider • Government Bodies/Regulators • OSS/BSS Vendors

Network & Infrastructure Providers • Equipment Manufacturers • Software Providers • System Integrators

Application Providers • Content Developers & Multimedia Providers

BREAKDOWN

BY COUNTRY

BREAKDOWN

BY

JOB FUNCTION

AUSTRALIA

92

%

MIDDLE

MANAGEMENT

LEVEL

34

%

SENIOR

MANAGEMENT

LEVEL

11

%

OTHER

EXECUTIVES

LEVEL

29

%

C-LEVEL

26

%

ASIA PACIFIC

8

%

PAST ATTENDEES

AAPT

Austar

BearingPoint

CompTel

Computerworld

Cordelta / Transact

Coutts Communications /

ACS Telecommunications Board

Dialog Axiata

GRASP Technology

Infonova

Intec

iTnews

KORDIA

M2

NBNCo

NEC Australia

NetCracker

Netezza

Optus

Optus SingTel

Progress Software

Simply Energy

Telecom New Zealand

Telstra

The Register

Two Degrees

Utilibill

Virgin Mobile

Vividwireless

Vodafone Hutchison Australia

VOSS Solutions

REGISTRATION &

SPEAKING OPPORTUNITY

Sam Heng

Event Manager

[email protected]

+603 6204 5901

+6016 263 6556

PARTNERSHIP

OPPORTUNITY

Jacklyn Lim

Strategic Account Executive

[email protected]

+603 - 6204 5995

+6011 2562 0800

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership

Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth

opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community.

Is your organisation prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing

customer dynamics and emerging economies?

Contact us: Start the discussion www.frost.com

“We Accelerate Growth” CUSTOMER EXPERIENCE AUSTRALIA 2015