Overview

Title: Next generation service operations with Customer Experience Analytics to boost efficiency

Date: October 29, 2020

Time: 11 a.m. EDT | 4 p.m. GMT

Duration: 30 minutes

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Summary

Becoming a customer and business centric digital service provider

Topics Covered

  • Why moving towards customer-centric operations and cognitive decision-making at scale across the entire organisation is a must

  • How to elevate the overall performance by executing more effectively rather than just more efficiently

  • How to improve Net Promoter Score with Customer Experience Analytics

  • What is required to ensure decisions and daily activities across departments contribute to the overall business goals

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Speakers

Santeri Jussila
Head of Digital Insights PLM at Nokia Software
Nokia

Santeri heads the product management for Nokia’s telecom analytics software portfolio. If you ask his family, he’s beyond passionate about analytics, despite their occasional pleas to leave his analytical hat at the office. As a proud member of Nokia analytics team, Santeri has helped build solutions for domains such as Customer Experience Management, Real-time Network Analytics, Marketing Analytics and Analytics as a Services (aaS). And while he loves to present on the topic, he’s also keen to walk the talk– so don’t hesitate to reach out!

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Moderator

Malla Poikela
Head of Marketing, Digital Operations and Digital Insights
Nokia

Malla oversees the marketing and messaging around Nokia Software’s intelligence and operations portfolios, which include digital operations with service fulfilment, orchestration and assurance, end-to-end automated service operations, analytics/AI, and customer, service and network-driven insights. Malla has been working over two decades in OSS/BSS, she is very visible on social media, where she is a passionate advocate for the intelligent network-aware operations, digital transformation and customer experience.