TM Forum and Data Analytics and Customer Experience



good morning a good afternoon wherever you are my name is Joanna Brian I am the vice president of agile collaboration within TM forum and our intent today's to take you through the first of our three series of webinars which is to give context to our action week event which will be held in Lisbon in February 9 through 13 the slides and recording will be made available after today's presentation and questions should be entered into the question panel and we will answer those at the end so today's webinar is focused on customer centricity program and that will be led by Rebecca sandell or senior director of that program so these these webinars are really to help people to understand what are the key programs that we are covering at our action week event okay and we will cover the action week structure is the new design for the event and it covers basically the it we're going to use an agile structure to the event and that what that means is that everybody at the event would be fully participating in the event we are we're structuring the event differently in order fundamentally to gain more effectiveness from or action week event and to ensure that all of our members who choose to come and give time to the event get the axe absolute maximum value that they can for the event okay I'm just going to change my slide here so we have a number of teams that were going to be a involved with the program just one moment a number of teen and then we have a number of different teams that are involved with the program and I'm just going to share these teams now and you will see this organized by each of our strategic programs so on the customer centricity you have CEM analytics metrics and revenue management and this is this what I'm sharing here today is part of our detailed agenda which you can find on our action week website and I provide the link for that at the end of the presentation each of the streams you can see is organized by not just the name of the program but also what are the proposed deliverables that they intend to cover at the event just to give focus on context for for each of those streams now these deliverables proposed deliverables have been identified by the program needs working with many people many different companies that they are already involved its programs but also as part of a strategic workshop that was held with our board in our executive committee and also when people go out to meet with different member companies these are continuously evaluated to ensure that we're focused on the right things so today I Rebecca's going to take us through the customer centricity to cover each of these areas and want the intent is for action week and future events really as well running out into 2015 you will see here as well on this call Youm joint project and just an important element that everybody who comes to the event because you are participating in an industry collaboration activity we are bound by tuned for my pee or guidelines and what that means is that you need to be formally joined a specific project this is the link that you need to click on in order to join a particular project okay and you will find this you will find this on the team form action week website this is the agenda at a glance website and here's where the more detailed view can be downloaded and it is from that Excel that you can click each of the links for any of the programs that you choose to get involved or so it's particularly important that before you come to the event that you join the projects that you intend being a part of because this is not you know the informed staff will prove you on to a project it is in fact the IP contact of your member company who will approve you to work within a particular stream okay so that's a particularly important preparation ring activity that needs to happen before you come to the event so just to give you a flavor of the event this event as I mentioned is organized a little bit different we have each of the programs or each of the streams operating as a particular team so the end there would be significant emphasis on participants actually committing to being an active participant of a particular team over the course of the week that's not to say that they would not be invited into other teams based on their expertise but they would in fact choose a single home team that they will spend most or commit most of their energy to for the course of the week and the purpose of that is to ensure that each of the programs optimized or maximize the potential of achieving their primary outputs that has been agreed with the industry okay just moving to the next slide so as I mentioned this will be a Nigel iterative event where all of the participants it is more certainly not a conference it is very much a participant event will choose to become part of a single team where they feel they can add the most value and you should select that based on the deliverables and the program descriptions as outlined on the summary agenda and we are adding these webinars in order to give you significant more detail on a per program basis so at this point are going to hand over to Rebecca Rebecca is the senior director of customer centricity program thanks Joanne and good day to everybody who is on the call thanks for coming to listen to what we're working on into um forum in our customer centricity program before i get started i i'd like to just mention that everything i'm going to talk about today was developed by and continues to be developed by our TM forum members so it's people like you who come and form teams and work on projects and come to our action week events or maybe are just a user of what we produce and provide us some feedback on what you thought about it so it's really a community it's really a collaborative type of output I am starting to use the term crowdsourcing more and more to talk about what we do in TM forum so have that in mind as I go through what I'm talking about today because as I said there's the spectrum of just people who are using the best practices that we have all the way up through collaborators and leaders to develop new best practices and try and think about where you might fit on that spectrum and if you want to be a participant have in mind that we do have this action week event coming up that's your way in described so Joanne if you could go to the next slide Joanne mentioned that we've got our three strategic programs that will be really the focus of our event at action week and are really the focus of mostly everything we do in TM forum so we've got our agile business and IT program we've got our open digital program and then I will focus on our customer centricity or customer engagement program and that is the program that I run into in forum so let's talk about why that's important next slide please so if you look at what why should you be customer centric anyway um you know there's really a direct linkage between a great customer experience and increasing profitability okay if you think about a great customer experience that means you've got happy cuz demers who will be more loyal to your brand who as a result will spend more and give you more tolerance in terms of any problems that they have they're more likely to recommend you to friends and family which means they're less likely to turn that's going to give you a higher margin and going to increase your profitability so they're a great customer experience really impacts a lot of areas in a service providers operations and directly affects the bottom line and that's really important to keep in mind whenever you're thinking about customer experience projects or programs that it's not just about saving money or getting the customer off the phone as quickly as you can it's about creating that great experience to drive the bottom line next slide please so so before I jump into our best practices I want to talk first about a document called a how-to guide that we have in TM for them if you're just getting started sorry there's a problem with that slide and it advances on its own I forgot to remove it anyway I'm sorry so we have this how-to guide that follows what or defines what's called the six principles of customer centricity because the slide wants to advance on its own what I would recommend to you is to go to the TM forums website in our publications area download that how-to guide it's a quick read but it's a really great way to just get a baseline understanding of what the the key things you should be thinking about in any organization to drive customer centricity from the management being behind supporting it to being data-driven to giving a Authority and empowerment to people who are on the front line there's really some great concepts in there quick read definitely recommend you to take a look at that from the publications area of our website and that is free to download for all TM forum members so that's kind of the foundation of our customer centricity program those concepts now let's jump into details in our program we have got three main focus areas we've got customer experience management we've got big data analytics and we've got metrics those are the three areas i'm going to talk about today and what really is the focus of our program in that box up there drive customer centricity throughout an enterprise using data-driven approaches that's really important throughout the whole lifecycle from initial contacts and impressions to product offerings to integrated seamless and personalized experiences across all channels so that across all channels is a really important concept you want that experience to be very seamless regardless of whether somebody is interacting with you on the phone in person on their mobile device on their laptop etc you want that to be a seamless experience so that's the foundation of our program we've got those three areas customer experience management big data analytics and metrics and then you'll see the logos of some of our leaders those are the companies that have stepped up and are driving our direction for our best practices in these three areas next slide please so now if we look at what our key themes are 4 2015 that fall out of that high-level direction we've really got three areas that we're talking about the first one is using customer experience as a differentiator as I said it really drives profitability but at the same time customer experience is really a way to be recognized above and beyond your competitors that it's it's a it's a frontier where you can continue to expand the way you're interacting with your customers and continue to differentiate from what anyone else in your market is doing the next one is propelling customer experience with analytics there's so much data collected in service provider organizations there's no reason to act on hunches or act on feelings anymore we really want to be driving the way we prioritize customer experience projects the way we identify which customers are satisfied and not satisfied we identify who might be churning with analytics so we really need to be driven by analytics in service provider organizations and then the final key theme 4 2015 is customer centricity in the hyper connected and virtual world things are changing very very quickly now with Internet of Things everything getting sensors machines talking to machines things that used to be hardware or turning into software with virtualization whole pieces of networks are going to be changed out in the coming in the coming years and that is going to change the customer experience things that used to be hardware that are now software well services can maybe be delivered in a matter of minutes instead of a matter of weeks so what does that mean to the customer experience it's going to be different and with all of the information that's coming from sensors in m2m implementations and Internet of Things implementations that is going to impact the customer experience so we really need to think about that we really need to be conscious of how the customer experience is changing with all of these macro changes that are happening in our industry so those are our themes for 2015 and you will see as we go into the programs that we are definitely actively addressing those next slide please okay I'm going to jump into our customer experience management area I this is just one breath out of research that we did late last year in the customer experience management area this is about enterprise customers and what's the primary objective of their CEM programs increase customer satisfaction increase revenues and differentiation right at the top three things that I've already talked about on the on the webinar today that's just one example again I highly recommend for you to go to our publications area of our website this is about I think a 60-page report or something a primary research working with service providers a lot of great great insights in there written by Rob rich who is an industry analyst for many years in this area and again a great resource on if you're thinking about what you should be focusing on in your CEM program so please take this as foundation material and go take a look at it and if we can go on Joanne now I am going to walk you through the library of best practices that we have today NTM forum for customer experience management for anyone who hasn't been to the CEM section of our website you want to go to the standards area and you'll see it on the best practices list if you go to that page you'll see a section of the page on best practices that's where you find everything that's listed on this page we have got a tremendous set of resources for our members on our website again this these were developed by the industry by our members there this crowdsource model of people coming together and adding their thoughts and insights into a set of best practices so you see there we've got a guidebook we've got a maturity model a life cycle model we've got over 500 metrics we've got an approach for implementing CEM projects and we've got an omni-channel best practice a lot of content that you can download from our website today and I'm going to go very quickly through these mostly because I'd like to get on to what we're doing next so Joanne if you could go on to the next slide please on the first thing I'll talk about is our maturity model if you are just starting a program and customer experience management or if you're going you want to make changes in customer experience a really good thing to do is evaluate yourself what are we good at where do we have some opportunity for improvement our maturity model can help you with that so it's got six dimensions strategy organization people process KPIs and systems down the left side and then there's criteria in the document that gives you a key key capability indicators that you can use to evaluate yourself to determine where you are in this continuum of level 1 through level five this is a snapshot of the model the documents got many pages of information to help you assess yourself and this is really a great place to start and a great way to have the conversation about customer experience in your company again go to the website and download it free and open to every member in TM forum right now next please the next thing I'll talk about is our life cycle model it's really important to understand the touch points that you have with your customers so we have created a common language for having those conversations in your company and and if you're a supplier of technology or supplier of systems or services it's a great way to have a conversation with your customers about how you can help them drive their customers experiences in a positive way so we've got three levels of detail in our model here the buying using sharing and then they iterate down into different levels of the model and then if you go to the next slide please but really the important thing about having a life cycle model apart from defining the touch points that you have with your customer is that you can map journeys using this life cycle so you can think about who your key customer segments are you can create personas for those segments and you can map journeys of the customers across the lifecycle it's really a fantastic way to put your shoes you put your feet in the shoes of your customer and really understand what they're experiencing by creating personas and mapping mapping their journeys so this is a really important tool that you can again download from TM forum and as we are continuing to think about this in more sophisticated ways you also can start to think about the different channels that the customers might use at different parts of the journey and how that would impact their experience and how you can create a seamless experience for them across those channels next please so next I would like to talk about our metrics so I just talked about the life cycle but we have also got related to that life cycle a series of over 525 metrics so across the top there you'll see that nine stages of the life cycle in the middle level of detail of that life cycle and down the side you'll see three kinds of metrics per customer metrics / enterprise customer metrics those are metrics specialized for enterprise or corporate type of customers and then we've got functional metrics so things that aren't related to any warm customer but relate to how well you're doing in general across the organization so it's basically a matrix a nine by three matrix of metrics and and the 500 125 are distributed across those twenty seven boxes so I know nobody's going to use 525 metrics at the same time so think of it like a dictionary if you are going to be thinking about you know improving your customers payment processes with you start go into the document look at the metrics that we have in the pay section it's a great way to to start with a foundation of metrics that have already been created and already been reviewed by members of TM forum and the industry in general so that's our metrics if you could go to the next one Joe in thank you the next thing is we have created an approach for implementation of CEM projects using a use case methodology and it's actually um I think of it like a big filter so there's so much information out there into M forum about many many topics very you know not only CEM but very broad sets of topics so we have taken a number of templates and put them in one place call them in implementation use case and they basically provide a way to think about filtering all of that information down to what will help you implement that particular challenge that you're that you're wanting to address so right now we have a template and we have one example and to give you the example it is about increasing service awareness so we have looked at what are the business what's the business purpose and business value of increasing service awareness if you want to increase service awareness what business processes will be impacted what information will need information flows will need to change what applications will be impacted how would you measure success of increasing service awareness what metrics would you use to measure that success and what data sources would you need to actually create those metrics and then what set of actions and flow of actions would you need to take in order to increase service awareness so we've got that again this approach which is a template and we've got one example but i think it's proving to be a really powerful methodology to think about implementing CEM projects and programs in your company's so take a look at that also on our on our download page in the CEM area next one please Joanne and the next item I'll talk about and the last item in this list is our omni-channel best practice we just started working on this project a few months ago we have got a best practice that lays out the not only the imperatives of omni-channel that I've got listed here these are kind of the truths of omni-channel on this slide right the customer is going to choose their channel they are going to channel hoft they are going to feel like it's just about them and that it's about the individual you've got to have the right data on the right channel it's got to be delivered with context that makes sense to the customer and the customer is going to have many journeys that they could possibly take so you need to prioritize how you think about those journeys those are what we call the imperatives of omni-channel but if you go into that document you'll find we've also got a set of kind of required things that you would need to do in your company if you were going to implement omni-channel and then we've got a detailed list of kind of many scenarios or requirements detailed requirements of implementing omni-channel like a customer should be able to start looking at a new device online and then go into the store and trial that device and have that be seamless the pricing should be the same maybe in the brick and mortar they knew that the customer was coming and they have the device ready for them to trial any kind of interaction across channels you know has a we've got a list of about I think we're at about 40 right now requirements but this is an area where we'd really like to grow so that's a quick summary of our maturity model life cycle model metrics implementation guide omni-channel big list of everything that we've got in our in our CEM area that you can get you today so if you look at that that's what everything I talked about is in that light lighter shade box on the left now on the right we have a lot of work to do in 2015 we have a lot of projects that we are kicking off right now and we will be working on in action week and this is where I would like to ask all of you to get involved in one level or another to to look at what we've got today provide your feedback get actively involved in a project come and join us at action week none of these things happen without participation of our members and you know we're thinking about some really interesting things so if you look at 2015 omni channels right at the top of the list that's really important we are going to take that best practice that we created and go much more in depth with a guidebook and more requirements we're going to create a maturity model for omni-channel I think this will be some really interesting work and 2015 and starting right now we are going to do more of these implementation use cases use that template not only for you know very kind of straight forward CEM challenges that we know of today but also the more complex things like how is Internet of Things affecting the customer experience and what happens when when the network and the services become virtual so we are going to use that template to really drive a wide range of implementation use cases we are going to work we are going to take the ideas behind the lifecycle journey and an omni-channel and all of these pieces together and think about CEM return on investment if you are going to invest in projects are which projects are the most valuable to your company so we are going to think of all of these things together and create a calculator for cem return on investment we are going to do a CEM futures type of an activity and create an e-book around CEM in a hyper-connected world so that will be a thought leadership activity that we are kicking off in the next couple of weeks and we are also going to work on doing a new kind of approach to thinking about the 360 degree view of the customer I know that's kind of the Holy Grail in a lot of companies how do we actually get a 360 degree view we are going to tackle that and we're going to make it even harder by thinking about how is the 360 degree view of the customer impacted in an Internet of Things environment where you have probably have many partners in the value chain and everybody's got it one little piece of what the customer is experiencing and their organization how do you bring that together and how is the 360 degree view of the customer impacted in a virtualization scenario so a lot of really interesting things anybody who's interested drop me a note my email was at the beginning and at the end of these slides but it's our son Dale at TM forum org I'm easy to find on TM forum website or google or whatever so find me and I would love to hear from you if any of these topics are interest to you okay data analytics so let's move on again in data analytics we did research so we have got another document that you can go to in our publications area and download primary research from our analysts rub rich and this this is an interesting slide I think because it talks about the planned investment areas in analytics in the next two years and right there at the top of the list are some pretty customer centric things pardon me we have got customer support and care as by far the highest level of investment over the next two years related to analytics which is great to see it match aligns really well with our theme of being data-driven in the customer centricity area on personalization is really important as well and then we get down to network management and service management those are two things that while they might sound like they're kind of down in the nuts and bolts management those are known to be two areas that impact the customer experience more than anything so anyway interesting research I just show this to you was a teaser to encourage you to go and download that report and take a look at it so now let's jump into the best practices again in our data analytics area we have got a few things to talk about we've got our reference model we've got a set of use cases a set of building blocks and an approach called the business value roadmap of how to use all of those things together so if we start by looking at the reference model this is um I like to think of this as a common language for a data analytics you know if you're going to think about and talk about data analytics in your company it's good to have a set of terms and a set of concepts to form the foundation of those conversations so if you look at this model this is one page but in in the document that it comes from the data analytics guidebook it's probably 40 pages this model so there's a lot of information in there about all of the pieces of an analytic solution ingesting the data managing the data data analysis and all of the pieces that are incorporated in each of those areas it also talks about a data repository which is a hot topic in our in our data analytics group right now as well as governance things like privacy also a very hot topic so this model again it's a common language it's a great way to think about do we have everything that we need to have in our company ready to go what are the areas that we can continue to improve in in our overall approach to data analytics so that's the reference model and again go to the website go to the standards menu under the best practices list you'll see the data analytics area and you can get all the documents from that web page okay the next thing we're going to talk about is our use cases this is actually one of the favorite things that we have in TM forum from my perspective because I think it adds a huge amount of value to anybody that is using our library of use cases so in this sense when I say use case what I talked about use cases for cem when I say use case in this sense similar idea that it provides a filter and it provides a great place to start if you are thinking about implementing seeing a data analytics solution so what am i calling a use case in this sense well we've got the business case we've got a user story we've got a set of metrics what are you going to measure to know if your analytic solution is actually improving things what processes are impacted when you implement this use case what data do you need to implement this use case who are the actors in this use case and what life cycle stages and the customers experience will it will this use case impact so next slide please Joe in this is teeny writing on this slide I know that but we have 51 use cases today if you go into the library and we'll show you an example of one in a minute but if you go into the library of documents you can download this document that's got all 51 use cases in the document each one is a few pages so they're not you know they're not huge but if you page through that document you will see there are 51 ideas we're implementing data analytics in your organization if you're a service provider if your supplier it's a great way to get product ideas to have a conversation with your customer about what's important to them we have one member who does that now he says whenever I go into a customer i bring this list and I say let's talk about what's important to you and then he uses the data analytics specific use case to talk about how they're going to implement that solution so it is a great repository you'll see we've got the use cases in sections in the top left there there's a series on personalized offers on the bottom left there's a series of use cases on proactive care in the middle on the left there are some about product introductions and product development there's there certain use cases about proactive care and personalized care if you go on the right side you'll see an area about churn risk on the top right and retention you'll see a few about network related a network-related analytics with fault location and congestion management and down on the lower left you'll see or sorry lower right you'll see some that are related to risk management type of areas like revenue assurance and fraud management the ones in red are new they were just released in December and we have got more in the pipeline so this will go up to 54 and hopefully 60 very quickly in the coming month or two and an action week one of the big things we'll be doing is continuing to build out this library we will have a couple of workshops to continue developing use cases you can develop a use case in about a half a day and so we're going to have multiple groups working on developing use cases again in some of the new areas like Internet of Things you know he helped type of services Smart City some our energy so we're really expanding the footprint of these analytics use cases so let's look at an example on the next couple of slides I just pulled one from the document that is turn risk prediction I'm not showing you the whole thing because there's also a whole business case that's associated with each use case but this just gives you an idea of the kind of information that is any choose case the horizontal comes from our business process framework the business metrics and customer experience metrics come from a couple of our metrics documents the CEO metrics come from that 27 box matrix that I showed you earlier the customer lifecycle stage comes right off our customer life cycle model that I showed you earlier in the CEM section so this really gives context right if you're looking at your own risk prediction here are some metrics that you're going to want to look at are you renew it or how many orders are you renewing how many customers are you renewing how many customer leave requests are you getting very specific metrics around turn risk great things to to look at the reality of what is happening with your customers and in turn rates go to the next page please Joanne the other half of this use case tells a story about what's happening with the customers and why this use case is important and then there's a list of data sources required to implement this use case so again there are fifty one of these that you can go in and download right now to help you think about how to implement or priorities for implementing data analytic solutions in your company okay next slide please the other thing we have a library of in our data analytics documentation is what's called building blocks so we this is the set of building blocks that we've got today and they're really implementation oriented you think about the idea that a number of those 51 use cases probably need location information so one of these building blocks is geocoding how do you capture location information and use it in data analytics implementation so that's the concept of the building blocks it's an idea that we worked on about 18 months ago and built up this library and we haven't done too much with it but now members are starting to say actually they are using the building blocks and would like to start redressing and building up this library so we will be looking at that as part of 2015 projects so speaking of which if we can go to the next slide again in the lighter column I've got the summary of what's available today and actually at the bottom of that list there's one thing I didn't mention on the use cases we are now also starting to create what's called a privacy risk score for those use cases as you know with analytics if you start to look at customer data you could cross the line into getting getting past where customers are comfortable with a privacy level you know I will often say you can start to get creepy so we have now a way to evaluate how much risk are you creating for your company around privacy by implementing this use case it's a series of questions that you answer on a 126 scale I think it is and and get a privacy risk score so we just started doing that in the end of 2014 and we will continue to do that for all of our use cases in 2015 so in 2015 big emphasis on these use cases ones for customer experience one's around IOT services like eHealth em and smart cities and smart grids which are other projects into M forum that we will be working with to help them develop their use cases also virtualization what do you what analytics do you need when everything starts to be software not hardware we really need to think about that from the beginning not try and add that capability at the end and also security you know that we've got some teams that are working on security the virtualization team and some other teams into the in forum and our data analytics group is going to work with them to define their top priority data analytics use cases around measuring security we are also going to work on privacy risk scoring and another area of privacy dashboard where the data analytics folks will contribute to working with the privacy dashboard folks to help them create their dashboard and then also i mentioned that big data repositories a hot topic for us in to inform we had a demo last year at the end of last year at our event in San Jose that explored the idea of if you were going to have a repository that was specifically for data analytics and I'm not talking Hadoop clusters and I'm not talking data warehouses I'm talking about something else that we are going to define so that you are not duplicating data all over the place many data analytics implementations would need deep packet inspection information they would need call detail record information they would need location information how can you capture all that put it in one place not put it in multiple places to make it as accessible as possible as effective as possible as inexpensive as possible so new concept there's a lot of conversation going on around that right now and we will be doing another demonstration on that in our event in June we're just kicking that project off if that is a topic that is of interest to you please do get in touch with me because we are happy to have new people join that project and all of our project okay next one please do in so I'm just going to touch really quickly under metrics I've mentioned metrics throughout my presentation I just wanted you to know that we have a single metrics repository in GM forum for all of our metrics across multiple topics you'll see we've got a set of business metrics which are really high level metrics that you can use to drive your business across operations finance and customer experience so set up about a hundred metrics to just take kind of the top-level view then we've got much more detailed metrics for cable operations around cyber ops around fraud management and the 525 customer experience management metrics so these can all be found again on the standards menu this time you want to look in the tools section and go to the metrics repository in terms of metrics for 4 2015 we've got our 800 metrics I just mentioned we are going to be developing new metrics across many areas same ones that keep mentioning customer experience management Internet of Things and virtualization we are also in the process of putting our metrics into a nap so you would get kind of this single snapshot view in a big spreadsheet of all of the 800 metrics and then you can search sort and filter and download very easily from that app so today it's a bit of a browsing exercise but we want to make it much more user-friendly and I just saw the app yesterday it looks pretty cool and easy to use so we will finish that up in 2015 and make it available but the ultimate goal of that app is we will be adding a capability to crowdsource metrics all right if you're starting to use metrics you might say okay I found ten that are interesting to me that I've got ideas for three or four more that I did not find I will contribute them back into the list and will hopefully go from 802 I don't know eight thousand maybe in the future with people contributing their metrics into the database so again tremendous resource if I were a member of team forum there's no way that I would develop any metrics without first checking in the TM forum symmetric library so again we have a metrics project we would like members to get involved we will be doing lots of metrics development all throughout 2015 but particularly at our action week we're going to have a couple of metrics development sessions with our Internet of Things and virtualization groups that I think will be very interesting asking the questions what do you need to measure to be successful let's be data-driven so that is that is the summary of our CEM data analytics and metrics areas now let's just really briefly talk about action week Joanne showed you kind of how things fit in into the big picture I'm going to jump down one level of detail here and show you the agenda so Monday we've got a series of cross-functional meetings with all of the different groups that will be working with throughout the week including the Internet of Things and the virtualization project group we're going to really be setting the stage we're going to be talking about let's take your top priority use cases and figure out the cem impacts the big data analytics that would be required to drive that use case and the metrics what will you measure around that use case that's what we're going to do on monday is really say what is it that we need to do then tuesday wednesday and thursday we're going to do it so it's going to be sleeves rolled up we're going to get together and really interact across both groups of people that are interested in cem data analytics and metrics but also subject matter experts from the Internet of Things virtualization security cem areas it's really going to be being integrated activity across many groups for the week so tuesday we're going to work on business processes we're going to work on the roi calculator we're going to develop big data use cases and i'm going to come back to the red items at the end wednesday we're going to work on 360 degree view the customer and omni-channel we're going to work on privacy risk scoring we're going to work on the analytics big data repository and we're going to work on metrics for variety and virtualization and then Thursday we're going to develop CEM use cases we're going to do CEM metrics we're going to do more business process and we're going to do more big data use cases so the colors kind of give you an idea the orange or the CEM the blue are the big data and the green are the metrics you see we've got a little of everything scattered through the week now the red I didn't really talk about today the revenue management area because we only had limited time but I did want to emphasize that on Tuesday we are going and Wednesday we're going to have a two-day session on revenue assurance developing revenue assurance KPIs and the revenue assurance maturity model among other things and there's quite a few service providers coming to that so if you are interested in that area or know anyone who's interested i do encourage you to look into that or get in touch with me and then on thursday we're going to work on fraud management we're actually going to do a bit of a workshop around a fraud management maturity model based on the revenue assurance maturity assessment tool that they've got so that is what action week looks like it's a Lisbon we say to really fabulous hotel with great food that's not expensive because it's offseason so we'd love to have you come and and work with us on any of these hot topics but even if you can't come get in touch and we'll work together in our online collaboration community will work together over phone calls you can just give us feedback on any of the best practices that I talked about today there are lots of ways to get involved and really take advantage of your team for a membership so Joe an excellent Rebecca thank you very much there's wonderful and you have any thoughts on the level of expertise that people need to have to join your sessions of action week yep that's a great question um we welcome newcomers if you've never been to action week that does not matter one bit we always welcome newcomers and really we welcome people with any level of expertise you will be working in lots of the time you'll be working in small groups so whatever your knowledge is you'll be able to contribute it in that small group so don't think oh I'm not an expert in CEM or I'm not an expert in in metrics if it's an area that's interesting to you that's all we need so so no need to be you know the biggest expert just come with enthusiasm and interest in these topics and you'll I think you'll learn from the people at the meetings as well as getting a lot of good satisfaction in terms of contributing so great question German and if people cannot attend action week I recall you hide some action day activities can you tell people about that particularly people who are you know living and geographically is going to be very difficult for them to attend actually what other options are they for getting involved yep that's a great question we started last year this concept of an action day right I just talked about just like the whole week of action well think of just one day where we have interactive meetings and develop best practices on a particular topic so we started out last year in the data analytics area and we are continuing it this year in February we are having an shinde in Dubai I don't know if there's anyone from the on the call who is in the Middle East but we are having an action day februari fifth and dubai we will be developing data analytics use cases that day and in the course of a day you will go start to finish through the process of developing the data analytics use case and doing the privacy risk score for that use case it's a one-day session you go in the morning probably about nine you're done maybe about three and you will meet other tam forum members we're collaboratively with them your work will become a contribution to Tim forum at the same time you'll learn a lot about how we develop our best practices and how to use our best practices so we have that one in Dubai we've got a few others that are cooking for different geographic locations all around the world we're going to have a one in Australia in early March the topic for that is still being determined but we you will also see these just cropping up in the calendar in many geographic locations in Eastern Europe I've got ideas western US anyway you get you get the idea that that it's all over the place and the idea is that you don't travel to these right it's meant to be for people who are geographically located near that event and they can just take one day out come get to know some people make a contribution and and learn something as well excellent rabanne yeah thank you very much so just one final reminder these slides will go out and the link to the action week website is here but it's also available directly from our website under the events page we particularly ask people to pay attention to join in the respective project that they wish to be involved with over the courses a week basically that will just make your activity much easier to manage on size because you will already have IP or clearance to participate in the project ahead of attending the event so that that's one of the main things really is that please do join the project of the streams that you wish to participate in ok so there's someone here with a question they're saying I'm from Lisbon but I'm not a member of T important but I would like to participate in one of the projects the action week event is very much a member event but I will reach out to you directly to discuss what what your options are ok so thanks everybody again tomorrow we will have a similar activity focused on Internet of Things and which again particular emphasis on the 2015 road map and the activities that will occur during the atomic event and then on Friday at the same time we will ever again a focus session on our zoom project at zero touch orchestration optimization management under our agile IT program and that will be a 2 p.m. UK time on friday thanks very much everybody for your time I look forward to seeing you in action week or at future action day events like Rebecca outline or just get involved on Rebecca's programs by joining day customer centricity cem metrics or data analytics projects thank you thanks everybody

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