Capitalising on your network - #5 leading voices share their views

The Total Telecom Network Management Show has put together an eBook offering insight from 5 leadeing voices on issues including:

>> Innovation in the network

>> Guaranteeing Customer Experience

>> Differentiation through the network

>> A coherent approach to managing your network

Features voices include:

>> Andrew Lippett, Senior Consultant, STC

>> Dan Pitt, Executive Director, Open Networking Foundation

>> Douglas Loewe, Managing Director, Interxion

>> Madhusudhan Mysor, Chief Network Officer, Tata Communications

>> Sami Susiaho, Head of Edge Technologies, BSkyB

To download this complimentary eBook Click Here

The Total Telecom Network Management Show takes place in London on the 1 & 2 July 2013. Already well over 200 delegates are registered (see some of the companies below), making this an event not to miss. Come along and network with your peers (Register before the 13 June for the best price), or why not take advantage of one the remain exhibition stands to showcase your products and services?

For more information contact us on +44 20 7608 7030

Help operators navigate the network maze #NMS14

Could you explain one of the key aspects relating to management of today's complex networks to an audience of telecom operators and service providers? The Network Management Show is looking for content partners to help run the workshop sessions on areas such as:

- SDN & NFV
- leveraging Big Data
- network sharing and outsourcing
- automating networks
- delivering outstanding customer experience

If you are interested in the opportunity to be a content partner, download the information file or email sales@totaltele.com

There is no room for sleight of hand when it comes to ensuring a good customer experience

June 2013 Total Telecom+ is entitled New Tricks. It is available as a designed for tablet edition or as a PDF download.

For the most part, users of telecoms services are not looking for anything ground-breaking in their interactions with their service provider; they just want some good, old-fashioned customer care.

But providing what seems so simple to the customer is often a complex process for the operator. As our feature on p.8 shows, telcos have a wealth of tools and data at their disposal capable of telling them where their customers are in the network and what they are trying to achieve, thereby enabling them proactively to solve any problems and to create innovative services and pricing models. over small populations. Read more of Mary Lennighan's leader...

Also in this issue you will find

• Business: We talk to EE's Mansoor Hanif about the telco's LTE strategy. 
• Technology: Telcos must take advantage of what they know about customers.
• Geography: Four’s a Crowd: Consolidation on the cards in Sweden and Denmark as mobile operators compete over small populations.

Download PDF version

Get Tablet Edition for iOS or Andorid


Don't forget to check out previous issues of Total Telecom+ in the archive:

May: Selection Box - People are increasingly looking for choice without having to go too far to find it
[cloud services, Myanmar, Ooredoo]

April: Contentment - IPTV operators take different approaches to keeping their customers happy
[TV, Wholesale, AT&T, IPTV, Asia-Pac]

March: Face Time - Telecoms operators, vendors and OS providers are all seeking recognition from consumers [Brands, 4G, Spain]

February: Fresh Thinking - A new-look Total Telecom+ launches as Europe’s mobile operators get serious about LTE [LTE, o2, North America]

Top 3 challenges facing CSP's #TTCEM

Mr Justin van der Lande of Analysys Mason will be joining a panel at the forthcoming Total Telecom Customer Experience Summit examining How to use data and analytics and big data to maximum effect.

In a recent interview he talked about challenges facing communication service providers, flagging that they were all data related. You can watch this interview here:

Joining Justin on the panel will be:

• Mr Anshuman Verma, Senior Director for Customer Value Management, Du
• Mr Niclas Melin, Marketing Director OSS and BSS, Ericsson
• Mr Vinod Vasudevan, CEO, Flytxt
• Ms HaeJung Park, Senior Vice President, Head of Marketing, Business Unit, KT
• Ms Mary Clark, Senior Vice President of Roaming, Syniverse

To here the views and take part in the discussion come along to the Customer Experience Summit in London on the 14 November, or for more insight, DOWNLOAD our eBook CEM, what is it exactly?

Customer experience management. What is it exactly?

Everyone is talking about customer experience management or #CEM, but what do they mean? We've put together an eBook to support our forthcoming Customer Experience Summit, which offers some insight. 

In this downloadable publication you'll hear from: 

• Steven Walden - Beyond Philosophy
• Olivier Milcent - Momac
• Stuart Brown - Teleware

You can also read white paper contributions from Analysys Mason and Frost & Sullivan.

The latter is reproduced with the kind permission of its sponsor, Lavastrom Analytics, and poses the question of "Why aren't your customers happy"?

Finally, you'll hear from our own By Mary Lennighan with her article Keeping It real, originally published earlier this year.

If all this wets your appetite for more on #CEM, then you should really come along to the Total Telecom Customer Experience Summit on the 14 November.

At this event you'll hear from a range of experts on the subject, including:

Strategic Partne

• Director, Customer Experience - Telefónica Europe
• Senior Director for Customer Value Management - Du
• Director, Customer Experience - EE
• Chief Network Officer - Tata Communications
• Chief Officer Customer Services Operations - Ufone GSM
• Managing Director, Global Telecom Markets (GTM) - BT Wholesale

Book by the 26 October for the best delegate price!

What is #CEM - five practitoners you need to hear

Customer experience management #CEM is widely touted as the only remaining point of differentiation for communication service providers. Whether or not this is true, it is important enough for Total Telecom to put on a dedicated Customer Experience Summit, in London, on the 14 November.

A fantastic line up of operators, analysts and solution providers includes:

• Mr Wayne Schutte: Director, Customer Experience, EE
• Mr Madhusudhan Mysore: Chief Network Officer, Network & Service Operations SS - Tata Communications
• Mr Graham Webster: Director, Customer Experience, Telefónica Europe
• Mr Ahmad Kamal: Chief Officer Customer Services Operations - Ufone GSM
• Ms Janet Watkin: Founder, Ocean82

Who are they, and what are they talking about:

Mr Wayne Schutte: Director, Customer Experience, EE
Wayne Schutte joined Everything Everywhere in 2011 as part of the contact centre operations leadership team for the Orange and T-Mobile brands. In September he was appointed as the Director of Customer Experience team, which brings together expertise on customer insight, loyalty, excellence and innovation for all customer channels.
@TTSummit: Everyone’s talking about it... but what actually is CEM?

Mr Madhusudhan Mysore: Chief Network Officer, Network & Service Operations SS - Tata Communications
Madhusudhan leads CSO (Customer and services Operations group), for Tata Communications. His key focus at Tata Communications is to enhance the service capabilities and customer facing activities across the globe. He is responsible for supporting Global Carrier (Voice and Data) & Enterprise Services (Network and Managed) Operations
@TTSummit: Effective customer experience management strategies to retain enterprise customers

Mr Graham Webster: Director, Customer Experience, Telefónica Europe
Graham is responsible for leading the Customer Experience activity for Telefonica Europe as Telefonica continues to increase its focus on its customers. In 2011 he led the development of the Social Media Strategy for Telefonica Europe.
@TTSummit: Happy customers – using customer experience as a point of differentiation and to improve loyalty

Mr Ahmad Kamal: Chief Officer Customer Services Operations - Ufone GSM
Ahmad Kamal is currently leading the Customer Services division at Ufone in Pakistan. He possesses a rich and diversified experience spanning over 23 years in the Telecommunication Industry. He is regarded as one of the pioneers of Customer Experience management in Pakistan being associated with the industry since 1989.
@TTSummit: Understanding your market to offer a great customer experience

Ms Janet Watkin: Founder, Ocean82
Janet successfully developed and launched the OCEAN (Outstanding Customer Experience Analysis & News) programme for evaluating user perceptions of service providers. Janet looks to find root cause for dissatisfaction and offers consultancy to clients on achieving world class standards of service aligned with customer priorities.
@TTSummit: Panel discussion: Effective customer experience management strategies to retain enterprise customers

To hear more on this subject, come along to the inaugural Total Telecom Customer Experience Summit on the 14 November 2012.

For sponsorship opportunities contact
Oliver Chandler on +44 (0)20 7608 7041