Overview

Title: Enhancing Customer Experience in the Digital Era

Time: On demand

Duration: 45 minutes

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Summary

Customers are expecting contextual and personalized services, and proactive problem resolution, across any device or any channel they choose.

On the other hand, if it’s done effectively, offering consumers an integrated, cross-channel contextual experience can reduce IT and customer care costs.

Furthermore, it can decrease help desk call volumes and average handle time (AHT), increase first call resolution (FCR) rates and improve net promoter score (NPS) results.

This webinar will cover how Nokia can assist Service providers to:

  • Address challenges in managing the experience of new digital services
  • How some of the Global operators are Accelerating digitalization of customer care
  • Move from reactive to proactive care utilizing Bell Labs innovative machine learning capabilities
  • Capitalize on global best practices to improve customer care KPIs (ex. AHT, FCR, NPS)

Topics Covered

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Miia Toivola
Global Business Development Leader, Digital Experience
Nokia

Miia leads the global business development for Digital Experience portfolio at Nokia Cloud and Network Services tasked to grow the business together with customers. She moved to the role from heading the product portfolio strategy and portfolio management for the Monetization domain.

Miia has 20 years of international experience in telecom software, in Nokia product and portfolio management, marketing and innovations. Miia has a M.Sc. in Industrial Management from the Helsinki University of Technology.

Hossam El-Geneidy
Head of Pre-Sales, Middle-East & Africa Market, Digital Experience
Nokia

With over 13 years of experience in the Telecommunications industry, Hossam has held numerous Business development and Presales roles.

He is currently leading the Digital Experience Presales team in Middle East & Africa, the team is spread across the region with the objective to empower service providers with Nokia’s Software solutions in the Digital Services era.

Hossam holds a Bachelor's degree in Communications and Electrical Engineering, he currently lives in UAE with his family and enjoys practicing sports especially swimming.

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Kamal Nagpal
Sales Director, Middle-East & Africa Market
Nokia

Kamal Nagpal comes with 25+ years of IT and Telecom experience. He has worked with some the leading Software and Hardware companies such as Oracle, Cisco, HP, Nortel and Siemens. He has worked in various parts of the world, acting as trusted advisor for the customers and helping organizations achieve double digit top line growth as well as improving profit margins. In his present capacity as sales Director, Kamal is responsible for PnL for Nokia’s Software Business Group for some of the key accounts in Middle East Africa and manages multi-geography, multi-cultural teams.

In addition to Engineering degree, Kamal holds Masters in Business Administration from Indian Institute of Management – Bangalore.