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MOTIVATION
27 – 29 April 2015
Corinthia Hotel
Budapest
CASE STUDIES
FROM CSPs:
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Organizer:
CHORUS
ETISALAT
TELSTRA
VODAFONE
SPARK
TELEFONICA
T-MOBILE
Annual Customer Experience Conference
Dear Colleague,
Alcatel-Lucent is pleased to announce Motivation 2015, which for more than 10 years has attracted communications service
providers (CSPs) from across the globe to discuss, shape and share views on the future of Customer Experience Management,
driven by the latest industry trends in a world of tech-savvy customers with rising expectations.
Over the years this summit has contributed greatly to the exciting, innovative CX journey; providing experts and senior
professionals with the opportunity to learn how industry leaders are accelerating their time to revenue, reduce customer support
costs, and remove the complexities often associated with delivering telecommunications services.
In 2015, Motivation is co-located with Conversations (Alcatel-Lucent’s IMS Leadership Council) and is dedicated to real-world
experiences from innovative CSPs. The conferences run in parallel, sharing the technology showcase and a few shared sessions,
aimed at professionals from network operations, marketing, business strategy and customer care.
Why join us?
This year’s 2.5-day event has an interactive format that includes roundtable discussions, real-world experiences from fellow CSPs,
and plenty of time for you to network. You can take part in featured presentations, interactive debates, panel discussions, “meet
the expert” meetings and networking, all designed to give you an opportunity to dive deeper into best practices, technologies and
trends in the areas of customer experience management, analytics and OSS, including:
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“Internet of Things”
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Next-generation field service
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Smart cities
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Virtual CPE
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VoWi-Fi and VoLTE
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NFV/SDN
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New business opportunities with Enterprises (Conversations)
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And so much more
A city of innovation and beauty
This year’s event occurs from April 27-29, 2015, at The Corinthia Hotel in Budapest, Hungary, which is ranked as one of the world’s
most beautiful cities. Be sure to arrive early on Monday, April 27, to participate in the optional morning sightseeing tour of
Budapest. In the afternoon, we will be holding a pre-conference workshop dedicated to giving you hands-on training in Motive’s
market-leading products. Monday evening, you are welcome to attend a cocktail reception in the demo area, where you will meet
with your peers and get a sneak preview of the latest innovations that will be available throughout the event.
Visit our official Motivation 2015 site to view the latest agenda. Please be sure to register by April 22.
On behalf of the entire Motivation team, we look forward to welcoming you in April in Budapest!
Best wishes
SPEAKERS
BHASKAR GORTI
President of IP Platforms
Alcatel-Lucent
KURT JOHNSON
Senior Director
National Systems
Applications & Analytics
U.S. Cellular®
JACQUELINE ASHCROFT
GM Systems Enablement
Telstra
DAVID STEVENSON
Head of Motive Business
Division
Alcatel-Lucent
SCOTT MCKAIN
Founder and CEO
Distinction Institute
JEFF FINKELSTEIN
Executive Director
Strategic Architecture
Cox Communications
GARETH REDSHAW
Head of Proactive Care
Telstra
HILLARY MINE
General Manager
Consulting Services
Alcatel-Lucent
SAEED AL ZAROUNI
Senior Vice President
Etisalat
BRUCE BELFIORE
Research Executive and CEO
BenchmarkPortal
KHALED SOBOH
Executive Director
Taknia Telecom Co.
ARUN KOHLI
Head of OSS Business
Division
Alcatel-Lucent
INGRID CRONIN-KNIGHT
Head of Change and Business
Technology
Chorus
FREDERIC ASTIER
Senior Executive
Accenture
ISRAEL TOKACHIKI
Technical Customer Service
Director
Telefonica
ALASDHAIR CAMPBELL
Principal Consultant,
Customer Experience
Bell Labs Consulting
STUART LUSK
Manager Assure Capability, Retail
Transformation
Spark
LAURENT-PIERRE BACULARD
Senior VP, Telecommunications
EMEA Media & Technology
Practice Leader
Bain & Company
MARIA JESUS HERRERA
Engineering and Operations
Director, Core Platforms
Telefonica
DR. THOMAS
WEISHAEUPL
Senior Expert
Bell Labs Consulting
KATERINA MASKOVA
MBA Specialist, Fixed Broadband
Services
Ooredoo Qatar
HANY MONEIM
Head of Service Assurance
Vodafone Egypt
TOM MCARTNEY
Manager – Core Network
Services –
National Network Operations
Verizon Wireless
YVES T’JOENS
Head of Motive Product
Management
Alcatel-Lucent
PEDRO GIL MORALES
Telefonica
FUAD SIDDIQUI
Senior Partner, Strategy &
New Markets Consulting
Bell Labs
FILIP BANKOVIC
CTO
Telekom Srbija
TANJA PLEŠTINA
Senior Internal Consultant
E2E Customer Experience
Hrvatski Telekom d.d.
Network with and learn from
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World’s leading operator VPs, Directors, Heads and Senior
Managers of:
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Customer Experience
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Analytics
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CRM
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Customer Care
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Customer Operations
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IMS Executives and decision makers who are
responsible for their company’s network, operations
and strategy
Alcatel-Lucent’s leaders & experts
PRE-WORKSHOP
Monday
27 April 2015
10:00 – 13:00
Sightseeing Tour - Budapest
Discover the most historical part of the capital: the Castle District in Buda. Divided into smaller groups, guests can
wonder around on the cobblestone streets and visit the Royal Castle, the Matthias Church, and the Fishermen's
Bastion.
After the walking tour we get back to the buses and will drive around Pest, to see the most important sights: the
Synagogue, the Heroes' square, the Andrássy avenue with the Opera House, the Parliament, and St. Steven Basilica.
At the end of the program, take part in a wine tasting event in the Domus Vinorum.
14:30 - 17:30
Networking Activities
Meet-the-Expert, whiteboard discussions, interactive demos, one-to-one meetings
14:30 - 17:30 Pre-conference Workshop - Product Training
14:30 - 15:00
SMP Overview
HDM fundamentals:
positioning
15:00 – 15:30
Hands-on workflow builder
HDM fundamentals:
architecture
15:30 – 16:00
Hands-on workflow builder
HDM fundamentals: protocol
16:00 – 16:30
SMP Overview
HDM fundamentals:
positioning
16:30 – 17:00
Hands-on workflow builder
HDM fundamentals:
architecture
17:00 – 17:30
SMP Overview
HDM fundamentals:
positioning
18:00 – 20:00
Welcome Reception and Demos
Network Analyzer Fiber
Introduction
FTC- Hands-on for fiber
troubleshooting
Network Analyzer Copper
Introduction
FTC- Hands-on for copper
troubleshooting and other use
cases
Network Analyzer Fiber
Introduction
FTC- Hands-on for fiber
troubleshooting
Network Analyzer Copper
Introduction
FTC- Hands-on for copper
troubleshooting and other use
cases
WEDNESDAY
29 April 2015
TUESDAY
28 April 2015
8:00
Registration and Coffee
8:30
Welcome
Sue White, Head of IP Platforms Marketing, Alcatel-Lucent
8:45
New Horizons: The Software Telco
Bhaskar Gorti, President for IP Platforms, Alcatel-Lucent
9:30
Create Distinction: What To Do When 'Great' Isn't Good
Enough To Grow Your Telecom Business
Scott McKain, Founder and CEO, Distinction Institute
10:15
11:00 - 12:30
Networking Activities
Meet-the-Expert sessions, interactive demos, one-toone meetings
8:00
8:30
Keynote Session: Digital Telco – Disrupting the Disruptor
Frederic Astier, Senior Executive, Accenture
Hillary Mine, General Manager – Consulting Services, AlcatelLucent
9:15
Keynote Session: Embrace Your Channel Challenge: 360º
Customer Contact
Bruce Belfiore, Research Executive and CEO,
BenchmarkPortal
10:00
Keynote Session: Network Virtualization – What are the
challenges in managing Customer Services and Service
Experience?
Arun Kohli, Head of OSS Business Unit, Alcatel-Lucent
Plenary Session: Customer Experience
Transformation
11:00
Building E2E Customer Experience
Saeed Al Zarouni, Vice President, Etisalat
11:30
The Field Service eTransformation Journey
Ingrid Cronin-Knight, Head of Change and
Business Technology, Chorus
12:00
Spark’s Service Transformation Program
Stuart Lusk, Manager Assure Capability – Retail
Transformation, Spark
12:30
Lunch
Registration and Coffee
Networking Activities
Meet-the-Expert sessions, interactive demos, one-toone meetings
10:30
11:00 - 12:30
Plenary Session: Measuring the Customer
Experience
11:00
Driving Customer Experience to a beyond pure
Telecom connectivity, toward digital dependency
environment
Laurent-Pierre Baculard, Senior Vice President,
Telecommunications, EMEA Media & Technology
Practice Leader, Bain & Company
11:30
A Better Predictor of Customer Happiness?
Alasdhair Campbell, Principal Consultant,
Customer Experience, Bell Labs Consulting
13:30
Fiber to the Home & Customer Experience
Katerina Maskova, MBA Specialist Fixed
Broadband Services, Ooredoo Qatar
12:00
An Egyptian Case Study: Creating an unmatched
customer experience
Hany Moneim, Head of Service Assurance,
Vodafone Egypt
14:00
Maximizing customer experience in an ultrabroadband world
Filip Bankovic, CTO, Telekom Srbija
12:30
14:30
Using Network Insights to improve Customer
Experience
Kurt Johnson, Senior Director, National Systems,
Applications & Analytics, U.S. Cellular®
15:00
Coffee break and Demos
13:30 - 15:00
15:15 – 16:45
Plenary Session: Driving the Customer Experience
through the Network Infrastructure and Intelligence
13:30 - 15:00
13:30
14:00
Telstra’s journey and insights and Roadmap to
Proactive Care
Jacquie Ashcroft, General Manager Systems
Enablement, Telstra
Gareth Redshaw, Head of Proactive Care, Telstra
Shifting-left strategies – From Reactive to
Proactive Care
Khaled Soboh, Executive Director, Taknia
Telecom Co
Plenary Session: Customer Experience in a Virtual
World
Unveiling the full business value of vCPE
Dr. Thomas Weishaeupl, Senior Expert, Bell Labs
Consulting
15:45
The road to vCPE
Jeff Finkelstein, Executive Director – Strategic
Architecture, Cox Communications
14:30
16:15
Digitization of Everything
Fuad Siddiqui, VP Global Head of Business
Strategy & New Markets, Bell Labs
15:00
Interactive Discussion Groups and Brainstorming
Sessions
Plenary Session: Next Generation Customer
Experience
BBSA (BroadBandServiceAssurance) platform
and its application in Self-care channels
Tanja Pleština, Senior Internal Consultant E2E
Customer Experience Department, Hrvatski
Telekom d.d.
15:15
16:45 - 17:45
Lunch
Coffee break and Demos
15:30 – 16:30
Interactive Discussion Groups and Brainstorming
Session
Voice over Wifi (VoWifi), a legacy killer app?
Yves T’Joens, Head of Motive Product Management, Alcatel-Lucent
Subscription Management
Pedro Gil Morales, Telefonica
How does SIM-OTA play a key role in M2M services?
Tom McCartney, Manager – Core Network Services - National Network
Operations, Verizon Wireless
Increasing customer experience by Reducing Service Delivery
Ingrid Cronin-Knight, Head of Change and Business Technology, Chorus
Operational Transformation
Maria Jesus Herrera, Engineering and Operations Director - Core
Platforms, Telefonica
Israel Tokachiki, Technical Customer Service Director, Telefonica
17:45
20:00
Networking Activities
Meet-the-Expert sessions, interactive demos, one-toone meetings
Gala Dinner
16:30
Most innovative use cases and workflows contest
David Stevenson, Head of Motive Product Division, AlcatelLucent
Rids Amin, VP - CXS Professional Services, Alcatel-Lucent
17:00 – 18:00
Closing Reception
Join the Motive Customer Community a privately
maintained site for the exclusive use of Motive
Customer Community members, so feel free to use
this forum to contact other members and ask those
questions, follow-up on conversations, or add your
own content or make suggestions.
Once you're a member, don't forget to join the
Motivation subgroup, where you can access
Motivation speaker presentations, questions, and
discussions.
INFORMATION AND ASSISTANCE
Register at Motivation 2015
Should you require any assistance during your time at the
2015 Motivation, please contact our onsite representatives at the
Registration Desk located in the foyer area of the ballroom, or call
Karyn Homer: +1 908 883 1359