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


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


Donald Chan


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

11:00 AM - 11:40 AM Closing the Digital Customer Loop: Adopting a Mobile-First Customer Experience Strategy

Crispin Tristram, VP Digital, Telkomsel
  • Growing ‘relevant’ mobile engagement with your customers
  • Turning service interactions into revenue driving opportunities
  • Evolving legacy mobile platforms into new digital ecosystems


Crispin Tristram

VP Digital

11:40 AM - 12:10 PM Reserved Session

12:10 PM - NaN:NaN AM Driving the Transition from a Traditional Telecom Service Provider to a Digital Service Provider

  • Reviewing the opportunities and challenges of transforming into a digital service provider
  • Driving new revenue streams via innovative, on-demand product/service offerings
  • The best of both worlds: Effective OTT partnerships and fostering innovative ventures in-house
  • Ensuring robust interoperability of new offerings and consistent brand experience

12:50 PM - 1:50 PM Networking Lunch

2:00 PM - 2:40 PM A: Measuring Customer Satisfaction - Which KPIs & Metrics Works Best?

Alok Kumar, Chief Service Delivery Officer, Aircel


Alok Kumar

Chief Service Delivery Officer

2:00 PM - 2:40 PM B: Leveraging Big Data for Winning Customer Insights

2:00 PM - 2:40 PM C: Implementing an Effective Social Media Strategy

2:00 PM - 2:40 PM D: Delighting Your Customers with Content-Based Value-Added Services

Yasir Manzoor, GM Video Services, PTCL


Yasir Manzoor

GM Video Services

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


Randy Pangalila

Head of Mobile Financial Services

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


Yasir Manzoor

GM Video Services

5:10 PM - 5:50 PM Driving Marketing to Create Positive Customer Experience & Nurture Brand Loyalty

· Developing cohesive brand, acquisition and customer campaigns aligning with corporate targets
· Standing out in a crowded market – how can you deliver unique, memorable experiences?
· Strategically leveraging partnerships, new technologies such as gamification to drive market awareness and brand following

5:50 PM - 5:55 PM End of Summit