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Predictive NPS Analytics: Take Action to Improve NPS & Customer Experience
Date / Time: Wednesday, December 20, 2017, 9:00 a.m. New York, 2:00 p.m. London
Overview:
 
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Speakers
Sandra O’Boyle, Senior Analyst, Customer Experience and Analytics, Heavy Reading

Mark Geere, Principal CEM Consultant, Huawei

Net Promoter Score (NPS) has become a leading metric for monitoring customer experience in the telecom sector as well as many other industries. Improving NPS can reduce customer churn, increase market share and revenue and it's one of the KPIs that's closely tracked by operator management teams.

Operators who focus on NPS prediction and customer personas can overcome the limitations of static and subjective NPS survey data. Accurate prediction of dissatisfied customers enables operators to take closed loop corrective actions, e.g. improving network or service quality to increase the number of promoters and NPSs.

Please join Sandra O'Boyle, Senior Analyst at Heavy Reading, and Mark Geere, Principal CEM Consultant, Huawei to discuss:

  • using advanced analytics and predictive NPS based on customer persona and Per Service Per User (PSPU) data to reduce churn and increase satisfaction
  • how customer care, marketing and network teams can target weak points to improve NPS
  • operator case studies and results of using predictive NPS models

 

Sandra O’Boyle, Senior Analyst, Customer Experience and Analytics, Heavy Reading
Sandra leads Heavy Reading’s research on customer experience management and customer analytics related to the network and services, customer care, billing and marketing. Sandra also looks more broadly at how service providers are reinventing digital operations with a "customer first" focus and adopting big data strategies. Sandra brings to these areas an excellent understanding of the competitive issues and market trends shaping the telecom and IT sectors. Sandra joined Heavy Reading from Rohde & Schwarz’s ipoque, a network traffic and subscriber analytics vendor, where she worked in strategic product marketing. Prior to that, Sandra spent more than ten years as Research Director for the global business network and IT services practice at Current Analysis covering enterprise cloud and network services, and advising operators, IT service providers, vendors, and enterprises. She has also held editorial research positions at PC World and The Industry Standard in San Francisco. Sandra is based in Amsterdam.

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Mark Geere, Principal CEM Consultant, Huawei
Mark Geere has been working in the Telecommunications industry for over 25 years with 13 years as a Director of Product Management for market leading companies such as AIRCOM (Teoco), Tektronix(Netscout) and AMDOCS; creating software solutions for the mobile industry.

Mark has spent the last 5 years focusing on Customer Experience Management (CEM) solutions that enable operators to transition from being Network centric to becoming more Customer centric.

Presently working as Principle CEM consultant within HUAWEI Global Technical Services group, assisting customers through Digital and Customer Experience Transformations.

Mark holds a Bachelor of Science degree in Telecommunication Systems Engineering .

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Mike Sapien, Principal Analyst, Enterprise, Ovum
Mike Sapien is responsible for Ovum's US enterprise practice. Based in southern California, he is focused on North American and global enterprise telecom markets and related trends, including WAN; managed services including security and advanced voice; video and data services aimed at global MNC, large enterprise customers. His focus areas include data center services, emerging cloud and hosted services, enterprise mobility services and related product development, market launches and channel programs. His recent work includes research into SIP trunking, UC, Cloud-Network integration, Hybrid WAN, SDN/NFV impact, data analytics, data center services, telco healthcare solutions and managed security. Mike has more than 30 years of experience in the telecoms and Internet services industry, including executive positions at large carriers, CLEC and a data center provider. Before joining Ovum, he was a consultant advising carriers, vendors and enterprise customers on business development, marketing and go-to-market strategies.

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