Overview

Title: Delivering World Class 360° Experience - Reimagined

Date: Dec 01, 2020

Time: 10.00 - 12.00 hr Singapore time

Duration: 2 hours

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Summary

In the past decades as network connectivity has become more vital and customer expectations have grown more sophisticated, this is a big challenge for every CSP to enhance Customer Experience in an economical way which led to the initiation of digital transformation and innovation in managing operations.

To deliver a world-class 360° customer experience, this webinar will present the Customer Experience Index in action to measure the quality of the end user experience journey across all touch points. We will provide a holistic approach and show use cases examples towards managing Customer Experience to achieve positive outcomes across Network Planning, Operations, Marketing & Care, covering the most common challenges faced by operators globally in managing the experience of their customers and how to address them.

Topics Covered
  • Reimagining 360° Experience - A Demo in Perspective

  • Approach to Delivering Next Generation Customer Experience

  • Intelligence and Analytics - Building Blocks towards Achieving True 360° Experience

Speakers

Kevin Yee
Head, Network Architect & Regional Technology
Singtel

Kevin is a veteran in Singtel, leading the development of end-to-end network strategy and architecture framework for Group Networks that transform current network capabilities such as MEC, Network-as-a-Service in Singtel and Optus. He also leads in engaging Singtel's regional associates as shareholders and partners on 5G and digital platform technology to drive group network collaboration and synergy.

Kevin holds a Post Graduate Master of Business Administration from Nanyang Technological University, sponsored by Singtel and also a Bachelor degree of Electrical and Electronics Engineering from University of Nottingham.

Manisha Garg
Senior Product Manager, Nokia Customer Insights
Nokia Software

Manisha is Senior Product Manager of Nokia Customer Insights product in Nokia Software. She has over 15 years’ experience in the telco domain building analytical and customer experience solutions for leading CSPs across the globe. Her work involves engaging with customers, understanding their challenges and building products that simplify their daily work. Manisha is an expert in product demos and a leading subject matter expert in Customer Experience Management and Service Assurance domains. 

Manisha holds an MBA degree from SP Jain Institute of Management and Research, Mumbai, and a bachelor’s degree in engineering, specializing in electronics and communication from Bangalore University.

Aditya Tummala
Presales & Business Development, Digital Insights
Nokia Software

Aditya heads the Global Market Development for the Customer Experience Analytics Portfolio within Nokia Software. He has over 15 years of experience in CX & Operations domains across verticals including Telecoms, Banking, Insurance, Government & Utilities. He has led multiple transformation projects around Net promoter score (NPS) improvement, churn prevention & first contact resolution delivering consistent results.

 Aditya has led multiple teams across Operations, Sales, Pre-Sales & Overlay prior to joining Nokia.

Araceli Del Rio
Head, Digital Insights
Nokia Software

Araceli is the Head of Strategy and Portfolio Development for Digital Insights in Nokia Software. She has 24 years of experience in the ICT domain, in small and large software vendors both in telco and health sectors. Araceli has a wide-ranging background including product management, business development well as service delivery and software development in OSS and BSS. Araceli has focused on Customer Experience Management in the last 10 years, and is part of the team designing Nokia CEM portfolio, the market leader for several consecutive years.

Araceli holds a Master of Science in Telecommunications Engineering by the Polytechnic University of Madrid, Spain, and specialized in Communications and Computer Science. She currently lives in Finland, enjoys a multi-cultural family and speaks 3 languages daily.

Moderator

Lena Ng
Account Manager for Singtel
Nokia

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Manisha Garg
Senior Product Manager, Nokia Customer Insights
Nokia Software

Manisha is Senior Product Manager of Nokia Customer Insights product in Nokia Software. She has over 15 years’ experience in the telco domain building analytical and customer experience solutions for leading CSPs across the globe. Her work involves engaging with customers, understanding their challenges and building products that simplify their daily work. Manisha is an expert in product demos and a leading subject matter expert in Customer Experience Management and Service Assurance domains. 

Manisha holds an MBA degree from SP Jain Institute of Management and Research, Mumbai, and a bachelor’s degree in engineering, specializing in electronics and communication from Bangalore University.

Aditya Tummala
Presales & Business Development, Digital Insights
Nokia Software

Aditya heads the Global Market Development for the Customer Experience Analytics Portfolio within Nokia Software. He has over 15 years of experience in CX & Operations domains across verticals including Telecoms, Banking, Insurance, Government & Utilities. He has led multiple transformation projects around Net promoter score (NPS) improvement, churn prevention & first contact resolution delivering consistent results.

 Aditya has led multiple teams across Operations, Sales, Pre-Sales & Overlay prior to joining Nokia.

Araceli Del Rio
Head, Digital Insights
Nokia Software

Araceli is the Head of Strategy and Portfolio Development for Digital Insights in Nokia Software. She has 24 years of experience in the ICT domain, in small and large software vendors both in telco and health sectors. Araceli has a wide-ranging background including product management, business development well as service delivery and software development in OSS and BSS. Araceli has focused on Customer Experience Management in the last 10 years, and is part of the team designing Nokia CEM portfolio, the market leader for several consecutive years.

Araceli holds a Master of Science in Telecommunications Engineering by the Polytechnic University of Madrid, Spain, and specialized in Communications and Computer Science. She currently lives in Finland, enjoys a multi-cultural family and speaks 3 languages daily.

Kevin Yee
Head, Network Architect & Regional Technology
Singtel

Kevin is a veteran in Singtel, leading the development of end-to-end network strategy and architecture framework for Group Networks that transform current network capabilities such as MEC, Network-as-a-Service in Singtel and Optus. He also leads in engaging Singtel's regional associates as shareholders and partners on 5G and digital platform technology to drive group network collaboration and synergy.

Kevin holds a Post Graduate Master of Business Administration from Nanyang Technological University, sponsored by Singtel and also a Bachelor degree of Electrical and Electronics Engineering from University of Nottingham.

Lena Ng
Account Manager for Singtel
Nokia

Moderator Bio