TM Forum’s Customer Experience Management Summit Paves the Way to Success in Experience-Driven Market

First-ever topic-focused Summit arms Asia Pacific service providers with strategies to exceed customer expectations and increase revenue

MORRISTOWN, N.J.--(BUSINESS WIRE)--TM Forum today announced that its Customer Experience Management Summit 2012 is bringing together experts from across the Asia Pacific region to help service providers understand how to exceed customer expectations, increase revenue and avoid churn through the use of industry best practices. This summit is TM Forum’s first-ever topic-driven conference and focuses on the importance of seamless and sustainable customer experience management in the digital economy. The two-day conference, held at the Prince Hotel in Kuala Lumpur, Malaysia, from Nov. 27-28, features exclusive C-Level keynote presentations from Aircel, Dialog Axiata PLC, RHB Investment Bank, MTS and Tune Talk.

“With smartphone adoption, mobility and social media trends gaining significant traction in Asia, more consumers are demanding over-the-top services. As a result, service providers need to review their customer experience strategies to ensure that they remain relevant and can secure their role in the growing OTT value chain”

In addition, the Customer Experience Management Summit includes over 25 industry speakers and experts from leading communications providers in Asia Pacific such as Celcom Axiata, Globe Telecom, Maxis Broadband, NTT and Telekom Malaysia, as well as Skype, Tata and Western Union, among others. The summit’s packed agenda showcases real-world case-studies, industry best practices and insightful sessions on a range of topics, such as:

• Engaging with customers via new communication channels, including social media, Skype, live Web chats, SMS and other mobile applications
• Aligning marketing and customer experience data
• Anticipating customers’ needs, and capturing and measuring feedback
• Utilizing customer analytics to upsell and cross-sell
• Building a customer-centric business with TM Forum’s best practices

“With smartphone adoption, mobility and social media trends gaining significant traction in Asia, more consumers are demanding over-the-top services. As a result, service providers need to review their customer experience strategies to ensure that they remain relevant and can secure their role in the growing OTT value chain,” said Nik Willetts, Chief Strategy Officer, TM Forum. “Because customer experience goes beyond network coverage and adequate customer service, TM Forum’s Customer Experience Management Summit arms service providers with the tools they need to thrive in the digital services economy.”

TM Forum’s regional and topic-driven Summit Series delves deep into the communications industry’s pressing business issues by showing service providers how to overcome the latest market challenges. The Summit Series stands uniquely apart from other regional conferences and events by offering expert keynotes, sessions, unrivaled networking opportunities and TM Forum’s renowned Training and Certification programs, including a specialized training course, Customer Experience Distilled, offered only on November 26th at the Customer Experience Management Summit.

In addition, TM Forum will host Action Week Asia during the Customer Experience Management Summit. TM Forum’s members-only Action Week (formerly Team Action Week) is the industry's premier working event, where TM Forum's Best Practices and Standards are defined.

Customer Experience Management Summit participants can receive maximum conference savings when they register online at http://www.tmforum.org/Customer-Experience-Management/13082/home.html.

Please contact TM Forum’s event sales team at [e-mail]; Bill Metzger ([phone]); Carine Vandevelde ([phone]); or Vanessa Lefebvre ([phone]) to discuss Customer Experience Management Summit sponsorship packages that are right for your company and your budget.

TM Forum’s full 2012 and 2013 Summit Series includes:

• TM Forum’s Africa Summit, Johannesburg, South Africa, Sept. 18-19, 2012
• TM Forum's Big Data Analytics Summit, Amsterdam, Netherlands, Jan. 29-30, 2013
• TM Forum’s Middle East Summit, Dubai, UAE, Feb. 4-5, 2013
• TM Forum’s Latin American Summit, São Paulo, Brazil, March 19-20, 2013

About TM Forum:

TM Forum is a global, non-profit industry association focused on enabling service provider agility and innovation. As an established thought-leader in service creation, management and delivery, the Forum serves as a unifying force across industries, enabling more than 900 member companies worldwide to solve critical business issues through access to a wealth of knowledge, intellectual capital and standards.

The Forum provides a unique, fair and safe environment for the entire value-chain to collaborate and overcome the barriers to a vibrant, open digital economy, helping member companies of all sizes gain a competitive edge by enabling efficiency and agility in their IT and operations. For more information about TM Forum, visit www.tmforum.org.