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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 - NaN:NaN 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