& cplSiteName &
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:
 
sponsored by
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.

close this window

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 .

close this window

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.

close this window


Webinar Archive Registration

To register for this webinar, please complete the form below. Take care to provide all required information (indicated in red). Press Register to complete your registration. If you have already registered for our site or for one of our webinars, you may login to register without re-entering your information.
Email Address *
Username *
Create a Password
Re-enter Password
First Name *
Last Name *
Job Title *
Company *
Address *
City *
State / Province *
ZIP / Postal Code *
Country *
Phone Number *
What is your area of business? *
Company Annual Revenues *
Employees in entire organization *
What is your job function? *
If you selected "Other" above, please clarify your answer.
Please indicate your agreement to the Privacy Policy and Terms of Use for this web site. *
I agree to abide by the Privacy Policy and Terms of Use.
Occasionally our sponsors may want to send you information about exciting new products and services. If you would like to receive these solicitations, please check this box.
Please indicate your agreement to Light Reading's Webinar Agreement for this webinar. *
I agree to abide by the Light Reading Webinar Agreement (printed in the box below).
Featured Video
From The Founder
Light Reading founder Steve Saunders talks with VMware's Shekar Ayyar, who explains why cloud architectures are becoming more distributed, what that means for workloads, and why telcos can still be significant cloud services players.
Flash Poll
Upcoming Live Events
May 14-16, 2018, Austin Convention Center
May 14, 2018, Brazos Hall, Austin, Texas
September 24-26, 2018, Westin Westminster, Denver
October 9, 2018, The Westin Times Square, New York
October 23, 2018, Georgia World Congress Centre, Atlanta, GA
November 7-8, 2018, London, United Kingdom
November 8, 2018, The Montcalm by Marble Arch, London
November 15, 2018, The Westin Times Square, New York
December 4-6, 2018, Lisbon, Portugal
All Upcoming Live Events
Hot Topics
I'm Back for the Future of Communications
Phil Harvey, US News Editor, 4/20/2018
BDAC Blowback – Ex-Chair Arrested
Mari Silbey, Senior Editor, Cable/Video, 4/17/2018
Verizon: Lack of Interoperability, Consistency Slows Automation
Carol Wilson, Editor-at-large, 4/18/2018
AT&T Exec Dishes That He's Not So Hot on Rival-Partner Comcast
Mari Silbey, Senior Editor, Cable/Video, 4/19/2018
Facebook Hearings Were the TIP of the Data Iceberg
Dan Jones, Mobile Editor, 4/20/2018
Animals with Phones
I Heard There Was a Dresscode... Click Here
Live Digital Audio

A CSP's digital transformation involves so much more than technology. Crucial – and often most challenging – is the cultural transformation that goes along with it. As Sigma's Chief Technology Officer, Catherine Michel has extensive experience with technology as she leads the company's entire product portfolio and strategy. But she's also no stranger to merging technology and culture, having taken a company — Tribold — from inception to acquisition (by Sigma in 2013), and she continues to advise service providers on how to drive their own transformations. This impressive female leader and vocal advocate for other women in the industry will join Women in Comms for a live radio show to discuss all things digital transformation, including the cultural transformation that goes along with it.

Like Us on Facebook
Twitter Feed