Customer Experience Management

(CEM) In TELECOMS World Summit 2012

27-28 September 2012 * Swissotel Merchant Court, Singapore



  • Personalized Billing
  • Customer Data Management & Analysis
  • M2M Strategy for Customer Transformation
  • Cloud Computing & Smart Platforms for boosting CEM
  • Social Media CEM Strategy
  • Differentiated Experience
  • Innovation for Success
  • and many more!

Gold Sponsor:

Associate Sponsor:

‘Faced with a largely flat mobile voice market, service providers are welcoming the uptake in mobile data services and applications. However, to succeed in the data-driven world, service providers must place quality of experience (QoE) front and center of their business strategy.

Effective management of the customer experience is one of the single most important differentiators in this highly competitive market. The ability to understand the end-to-end customer experience – from the moment a device is activated until a service is engaged – is critical to building and maintaining brand loyalty and, ultimately, to securing revenues.

Equipped with a flexible and proactive CEM solution, service providers can place subscribers at the heart of their business strategy and processes and create a proactive, personalized subscriber experience that attracts and retains customers.’ –

Customer Experience Management (CEM) in Telecoms World Summit 2012 will draw together highly-regarded expert speakers from across the ecosystems of telecommunications industry and CEM platform providers to present to you the latest key trends and approaches taken and practiced in Customer Excellence Management in Telecoms. The highlights of the summit will be Case Studies and Perspectives to be shared by telecoms operators on the benefits they have obtained from implemeting CEM and the key challenges they have encountered

Listen to Presentations and Case Studies for These Important Topics :

  • Closing the Customer Service Gap – Adapting to An Evolving Customer Landscape
  • The 5 Stepping Stones to Customer Centricity
  • Understanding How to Transform Your Customer Experience Management Strategy Into Actionable and Tangible Results Using Direct Customer Feedback
  • Designing and Implementing An Effective Customer Experience Strategy
  • Exploiting the Power of Social Media to Encourage Customer Loyalty
  • Utilising Social Media As A Tool To Deliver Real Business Results
  • Driving Customer Loyalty with Efficient CEM Technology Platforms
  • M2M’s Impact on Customer Experience Transformation
  • Creating Experiential Measures to Drive Experience Enhancements
  • Experience as A Critical Business Driver
  • How to Create A Sustainable Differentiated Experience
  • Experience is Beyond Service Alone
  • Reassessing Your Billing and Customer Care Strategies for Service Excellence
  • How Telecom Cloud Services Will Impact Customer Experience Management?
  • Developing A Customer Centric Culture to Increase Customer Loyalty & ROI
  • Examining Contact Strategies Across A Range of Customer Channels through Leveraging on Segmentation and Mining of Customer Billing and Spending Data
  • Boosting Profit by Personalisation Using Advanced Customer Communications Techniques
  • Evaluating Customer Experience Management Strategies from An Executive Point-Of-View – What Are the Current Priorities for Telcos?


A Line-Up of Highly-Regarded Expert Speakers Representing the CEM for Telecoms Ecosystem From :


  • Sachin Kumar Das, AVP/Head Customer Experience Delivery, Aircel, India
  • Rubaiyat A. Tanzeen, Quality Assurance Associate General Manager, Planning & Development, Customer Care, Banglalink, Bangladesh
  • Andreas West, Senior VP, Customer Management, Celcom, Malaysia
  • George Chua, VP, Customer Analytics, Customer Value Management, Celcom, Malaysia
  • Suet Yu, Director, Customer Experience Management, CSL, Hong Kong
  • Kapil Sharma, General Manager, Group Service Delivery Management, Dialog, Sri Lanka
  • Suresh Ramasamy, Technology Stretegist/Futurist, DIGI, Malaysia
  • Jonnie Tupas, VP, Sales and Marketing-Asia, Dingli Communications, Hong Kong
  • Kashif Baig, Head of Customer Experience & Digital-Social Media, Grameenphone, Bangladesh
  • Andy Farquharson, Regional Director, LogMeIn Asia Pacific, Australia
  • Anoop Ranjan Bhattarai, Deputy General Manager-Planning, Nepal Telecom, Nepal
  • Ongki Kurniawan, Director/Chief Service Management Officer, PT XL Axiata, Indonesia
  • Koert Breebaart, Senior Principal Value Engineering, SAP Asia, Singapore (previously Director Customer Experience, SingTel)
  • Vlad Pozdyshev, Organizational Excellence & Customer Experience Officer, Sistema Shyam TeleServices (MTS India), India
  • Suzana Mohd Salleh, General Manager, Business Development & Marketing, TM SME, Telecom Malaysia, Malaysia
  • Tim Deluca-Smith, VP Marketing, WDS, UK
  • and many more…

For more details of the summit, please contact Phyllis Goh of Symphony Global at email: