The relevance of CEM in the age of Automation and “Cloudification”
Venue The Hotel Majestic
The Telco ecosystem is undergoing a significant shift in response to the wide spectrum of challenges it is facing – adapting and positioning to properly exploit the opportunities of 5G and IoT whilst remaining profitable. There are many potential strategies and paths – simplification, transformation, cloudification all offer benefits and risks in equal measure and no single strategy offers a complete solution.
There is a major buzz about the opportunities offered by automation, but what does that really mean for the key drivers of your business – your customer?
Like many technology-focused revolutions, much of the buzz is on the technology and opportunities, but less so on what it means for customers and end users – for whom many see access as a basic human right – how can you measure, much less do anything about understanding and resolving any issues they experience using the services that are delivered to them. More than ever, automation of insight is key to understanding and resolving customer experience, which remains a key yardstick and drivers in the industry so that as the industry evolves the focus on customers remains the same.
From Anritsu & the entire Meet the Boss Live team, we look forward to an evening of engaging conversation, unveiling new perspectives – and the right discussions to keep you on course, every course.
7:00 – 7:30 pm – Welcome Reception & Cocktails
7:30 – 7:40 pm – Introduction from Master of Ceremonies Keynote Speaker
7:40 – 8:00 pm – Keynote Speaker
8:00 – 10:00 pm – Three-course dinner complemented with table discussion points
10:00 pm – Wrap up, closing remarks from Anitsu & Networking
- What do you see as the challenges of understanding (and improving) customer experience as operators move to Telco Cloud and micro-services?
- What are the challenges of new privacy and security changing how customer retention strategies and solutions are delivered/managed?
- Where do you see MNO organizations in 5 years time given that many MNOs are seriously looking at public cloud and automation for almost all aspects of service delivery?
Neil McKinlay, CTO for Anritsu
Neil McKinlay is the Chief Technology Officer within Anritsu’s Network Infrastructure Business Unit and is responsible for driving Anritsu’s strategy for Multi-Dimensional Assurance, Big Data and Business Intelligence solutions. He has spent his whole career in telecoms all the way from 2G through 4G and 5G starting out in Hewlett-Packard with ground-breaking solutions such as AcceSS7 which helped create the passive monitoring market. Neil is passionate about understanding markets and defining and developing solutions that truly make a difference to Anritsu’s customers’. Neil lives in Scotland with his family and his interests include motorcycling and, predictably, is a member of The Scotch Malt Whisky society, describing himself as “a keen amateur in understanding whisky.”
Anritsu Corporation, a global provider of innovative communications solutions for 120 years. Anritsu’s “2020 VISION” philosophy engages customers as true partners to help develop wireless, optical, microwave/RF, and digital instruments, as well as operation support systems for R&D, manufacturing, installation, and maintenance applications. Anritsu also provides precision microwave/RF components, optical devices, and high-speed electrical devices for communication products and systems. The company develops advanced solutions for 5G, M2M, IoT, as well as other emerging and legacy wireline and wireless communication markets. With offices throughout the world, Anritsu has approximately 4,000 employees in over 90 countries.
Anritsu’s award winning Service Assurance Division provides CSPs (Communications Service Providers) with unrivalled visibility of network and service performance that enables optimization of customer experience and understanding of how customers use data services as well as how they are impacted by problems. The solution provides unique visibility into the experience of ALL your customers, including the numbers impacted by any problem, in the right context, and at the right time.
Whether for a CTO who needs to see overall service performance, a product manager seeing if their new offering is succeeding, a corporate sales executive re-negotiating a multi-million contract or network planner deciding where best to invest new capacity – Multi-Dimensional Assurance has the actionable intelligence you need.