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Press Releases

Digital Disruption Delivers Tools for Customer Engagement

Digital Disruption Delivers Tools for Customer Engagement
September 24, 2013 11:59AM


TM Forum's Digital Disruption 2013 Conference Delivers Tools for Real-World Customer Engagement and Analytics -- AAA, eBay, Sprint, T-Mobile USA and Verizon skip the hype and dish out the how-tos in the Customer Engagement and Analytics Forum at TM Forum's next-gen Americas-based conference in San Jose, Calif.

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MORRISTOWN, NJ, Sept. 24, 2013 -- Every business wants to ensure it has highly satisfied, loyal customers who buy more and recommend them to their friends. At the heart of enhancing the customer experience is understanding what their customers are doing and saying; and in a digital world that means analyzing and making decisions based on the enormous amount of data generated by today's digital services. Much has been written and claimed for big data analytics but TM Forum aims to skip the hype and dive straight into the how-tos during its Customer Engagement and Analytics Forum, one of four key Forums at Digital Disruption 2013, held Oct. 28-31, at the San Jose McEnery Convention Center.

Beginning Tues., Oct. 29, the Customer Engagement and Analytics Forum covers a wide-range of topics, including:
  • Leveraging social media and online communities to drive loyalty and margins
  • Using big data analytics to understand buyer behavior and improve customer experience
  • Discovering advanced revenue management tools and techniques
  • Measuring customer engagement management strategy and KPIs
  • Ensuring data security and privacy

This Forum features top-level speakers from leading companies such as: AAA, Adobe Systems, Bell Canada, Cablevision, China Mobile Communications Corp., Cricket Communications, eBay, Orange, Salesforce.com, Sprint, T-Mobile, Time Warner Cable, Verizon and more.

"If you run your business with averages, you will run an average business," said Keith Willetts, chairman, TM Forum. "Customer engagement and analytics are essential pieces of the digital services puzzle that services providers are struggling to piece together. At Digital Disruption, TM Forum's thought leaders and our outstanding line-up of expert speakers will cover real-world, implemented customer experience management and analytics strategies and how those strategies are playing out. We aim for our attendees to leave with the tools they need to engage with their customers in the digital world."

In addition to three solid days of conference sessions, TM Forum is also hosting Customer Engagement Management Methodology, a half-day workshop (sponsored by Oracle) on Mon., Oct. 28. This workshop, for select service providers, offers a highly interactive and unique opportunity to interact with leaders in the North American communications industry.

The Customer Engagement and Analytics Forum is one of four Forums at the event. Other Forums include: Agile Business and IT, Delivering Enterprise Services and Disruptive Innovation, plus a full-day Cable Summit on Mon., Oct. 28.

Located in the heart of the high-tech center of North America, Digital Disruption 2013, Oct. 28-31, is the next generation of TM Forum's highly successful Management World event series which brings together key players and innovators in the digital ecosystem.

About TM Forum

With over 900 member companies, TM Forum is the largest global trade association focused on bringing together the digital ecosystem, including communication service providers, digital service providers and enterprises, with the goal of enabling an open digital world. The Forum delivers a wealth of knowledge and practical tools, including unique research, best practices and standards. Our members collaborate to rapidly solve business issues in critical areas, such as business process optimization, big data analytics, cloud management, customer experience management and security.

The Forum has four key roles -- to Inform, Innovate, Accelerate and Optimize -- and provides a neutral and open platform for collaboration between service providers, enterprises and their suppliers to overcome the barriers to an open digital economy. For more information about TM Forum, visit www.tmforum.org.

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