Telco and Media & Entertainment companies need to look for new ways to engage customers to address the challenge of commodity markets and industry convergence. The question is, how?
Customer Experience has been at the top of the C-Suite agenda for a number of years now. However, it is no longer about just improving customer touch points in existing services, but rather the goal now is to drive different forms of engagement that develop new markets, new revenue streams and new business efficiencies.
The way people consume and experience media and content is shifting, as is the nature of services that Telcos look to offer their customers.
Telco and Media & Entertainment companies need to look for new ways to engage customers to address the challenge of commodity markets and industry convergence. The question is, how?
Speakers:
Drew Crisp, Digital Leader, IBM Executive Partner Communications Sector
Drew has been an executive in IBM for four years and in this time has held significant roles. Drew led our mobile practice and Apple partnership across Europe for the Communications sector, in a period where field and employee mobile transformation services were a priority.
Drew then went on to run our IBM iX and Digital Transformation services, again within IBMs Communications sector, focusing on developing digital strategy, user experience and front office platform propositions and projects for our clients as they started to invest in digital re-invention programmes.
Drew is focused on driving growth for our clients and our market by helping them to consider two things. One, deeper integration of front office consumer services with back office operational solutions, enabled by automation and cognitive solutions to improve customer services and drive down cost to serve; and two, building new business models through data, new consumer products and services and ultimately building business platforms that will create completely new markets.
With a career long background in Technology Strategy and delivering technology led transformations to clients throughout, blended with his business acumen (leveraging his diploma in Business Strategy and Innovation), Drew brings a wealth of experience in helping clients to shape and deliver their digital led transformations.
George Bevir, Editor, IBC365 and IBC Daily
Before joining IBC George Bevir was facilities and technology editor at weekly UK magazine Broadcast where he launched Broadcast Tech, a bi-monthly magazine about the technology used to create and deliver TV.
Before joining Broadcast he lived in Dubai where he wrote about the telecoms, media and technology industries in the Middle East and Africa. Before moving into journalism, George worked for Red Bee as a transmission scheduler.
Guy Daniels, Director of Content, TelecomTV
Guy has over 22 years experience in the telecoms publishing and media industry. In 1991 he joined the staff of Telecommunications International magazine, before leaving to become editor of Middle East Communications in 1993.
In 1995 he joined the EMAP publication Communications International as deputy editor, and created the wireless magazine Roam. In 1998 he joined IBC Informa to become Editorial Director of Mobile Communications International and its portfolio of wireless telecoms titles. Whilst there, he created the world’s first WAP news service with Motorola.
In 2001, he co-founded Decisive Media Ltd and TelecomTV – at the time the telecom industry’s only WebTV service – where he was Director of Content. In 2008 he wrote and directed the “Mobile Planet” feature-length documentary film, and co-wrote the accompanying book, in collaboration with the GSM Association. He followed this with the “Green Planet: ICTs for a Low Carbon Society” documentary and web series in 2010, and the “Connected States of America” documentary web series in 2011.
During the past ten years, Guy has specialised in on-screen presenting, interviewing, panel moderating and live webcast hosting. He has anchored, produced and participated in several live event TV shows, including the Mobile World Congress service and ITU Telecom TV. Other skills include writing, directing, project management, content strategy and delivery.
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