26 – 27 April 2017
Singapore

Summit Day Two

8:30 am - 9:00 am Registration & Morning Coffee

9:00 am - 9:10 am Chairman’s Day Two Opening Remarks

9:10 am - 9:50 am Going Digital – The Telekom Malaysia Case Study

Hasniza Mohamed - General Manager Telekom Malaysia
·           Listening to customers and how to personalised their journey in various digital channels
·           Striking a balance between efficiency (automation) and keeping the human touch element
·           Cultivating an agile &  customer-first culture through the organisation
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Hasniza Mohamed

General Manager
Telekom Malaysia

9:50 am - 10:30 am Digital Telco in a Digital Era – Making the Customer Truly King

Donald Chan - Advisor Circles.Life
·         Reinventing customer experience for the digital, tech-savvy customer
·         Customised and personalised product/ services offerings at its best
·         Refining the digital telco operating model to further improve agility and empower customers
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Donald Chan

Advisor
Circles.Life

10:30 am - 11:00 am Morning Networking & Refreshment Break

11:00 am - 11:40 am Beyond Traditional Telecom Models: Digital as Your Competitive Edge in Driving Revenues & Customer Value Creation

N. Ravishanker - CTO Spectranet
Steve Kim - Senior Director Customer Advocacy webe digital
Donald Chan - Advisor Circles.Life

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N. Ravishanker

CTO
Spectranet

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Steve Kim

Senior Director Customer Advocacy
webe digital

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Donald Chan

Advisor
Circles.Life

11:40 am - 12:10 pm Perfecting the Digital Customer Journey

Mikko Jarva - CTO, Intelligent Data Comptel
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Mikko Jarva

CTO, Intelligent Data
Comptel

12:10 pm - 12:00 am GLOBE's Story on Transforming & Operationalising Customer Journeys

Enzo Gonzales - Head of Customer Journey Advocacy Globe Telecoms

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Enzo Gonzales

Head of Customer Journey Advocacy
Globe Telecoms

12:50 pm - 2:00 pm Networking Lunch

2:00 pm - 2:40 pm A: Creating a Customer-Centric Culture Within Your Organisation

Anila Fredericks - Head of Service Operations Telstra
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Anila Fredericks

Head of Service Operations
Telstra

2:00 pm - 2:40 pm B: Innovating Service Interactions in Customer Journeys

Enzo Gonzales - Head of Customer Journey Advocacy Globe Telecoms
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Enzo Gonzales

Head of Customer Journey Advocacy
Globe Telecoms

2:00 pm - 2:40 pm C: Delighting Your Customers with Content-Based Value-Added Services

Yasir Manzoor - GM Video Services PTCL
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Yasir Manzoor

GM Video Services
PTCL

2:40 pm - 3:20 pm Roundtables - Rotation 2

3:20 pm - 3:50 pm Afternoon Refreshment & Networking Break

3:50 pm - 4:30 pm Dompetku: Scaling Up Mobile Money in Indonesia

Randy Pangalila - Head of Mobile Financial Services Indosat
·         Evaluating opportunities in the mobile money ecosystem: How can telecoms accelerate adoption?
·         Serving Indonesia’s ‘Less-Cash Society”: Revisiting Dompetku’s journey and seven core services
·         Forming strategic partnerships for providing seamless experience to Dompetku’s different customer segments
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Randy Pangalila

Head of Mobile Financial Services
Indosat

4:30 pm - 5:10 pm Investing in OTT Partnerships to Drive Value-Added Services & Unlock Business Opportunities

Yasir Manzoor - GM Video Services PTCL
·         OTTs as your next competitive edge: Identifying and sourcing the right OTT partnerships for your telco
·         Establishing dynamic, win-win OTTs models that brings long-term, sustainable commercial values
·         Distributing vs. acquiring vs. in-house production: Assessing the pros and cons of each OTT expansion model
·         Driving new business revenues by leveraging telecom’s distinct networks, customer base, data, logistics and other services
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Yasir Manzoor

GM Video Services
PTCL

5:10 pm - 5:15 pm End of Summit