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The Future of Digital Experiences in Communications
February 11, 2021
The communications industry has enormous potential to capitalize on the intersection of 5G and the Experience Economy. The future belongs to service providers who can win the customer experience battle.
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The Future of Digital Experiences in Communications
Communications service providers have the potential to capitalize on the promise of 5G and the Experience Economy. The future belongs to those that deliver winning customer experiences.
Innovate, engage and transform for the digital economy
Communication service providers are under pressure to deliver personalized, relevant customer experiences as a result of shifting expectations and the anticipated shift to 5G services. Explore practical ways to successfully establish a digital-first approach that elevates your customer experience and disrupts the disruptors. Join industry leaders and Oracle executives to learn how you can:
- Quickly launch new services and business models to monetize 5G
- Surface relevant, contextual data to elevate marketing, sales, and service
- Understand the shift required to engage with IoT devices as “customers”
- Attain the business and IT agility required to accelerate innovation in digital experiences
Agenda
Communications at the Crossroads
The communications industry is at a crossroads as we enter the 5G era. Will service providers achieve deeper customer relationships and financial success, or face further declines in revenue and market share from digital disruptors? Delivering a compelling customer experience will make or break this outcome. The global pandemic accelerated the push to digital experiences for service providers around the world, and the future belongs to those who can innovate, engage and transform their business to capitalize on the opportunities of the new generation. This session will explore the importance of customer experience to the communications industry and highlight how Oracle is helping service providers succeed.
- Jason Rutherford
Senior Vice President and General Manager, Oracle Communications
The Business of Experience: Deliver Holistic, Purposeful Experiences
Providing a compelling customer experience is table stakes in the communications industry. Successful service providers are delivering holistic, purposeful experiences throughout the entirety of their businesses. In this session, you’ll learn how Swisscom—a leading European communications service provider—is partnering with Accenture and Oracle to transform and deliver customer-centric experiences, data-driven self-care, and agile operations for its customers, partners, and employees.
- Alex Mohri
Head of Strategy, Swisscom
- Andrea Cesarini
Managing Director, Oracle Intelligent Platform Services Lead, Europe, Accenture
- Jean Lawrence
Senior Director, Product Marketing, Oracle Communications Applications
Customer Perspectives and Insights
Featuring service providers from multiple regions, this panel discussion will address practical ways to transform customer experiences and explore the smart use of data, analytics, and new ways of engagement. Oracle’s Des Cahill will share how product innovations complement service provider strategies and enable next-generation opportunities. Mark Newman of TM Forum will provide an industry perspective on the future of customer experience for communications.
- Des Cahill
VP, CX Product Management, Oracle
- Mark Newman
Chief Analyst, TM Forum
Event Speakers
Alexander is a seasoned Telco executive with a track record in large scale value creation. He has experience and knowledge in telecommunications and ICT businesses with a focus on general management, finance, strategy and transformation. Alexander’s main career stations include: Swisscom, Vodafone, and T-Systems.
Andrea is the Lead of Accenture’s Oracle Business Group, Europe. He is responsible for the execution of our joint Accenture and Oracle agenda across industries and market units, the definition and launch of the Industry Plays and Campaigns, the nurture of practices and talent while remaining focused on developing a living road-map with continuous value realization and shared success for our clients.
Mark Newman has 25 years of experience delivering insights on the future of the telecoms sector to senior-level executives and audiences. His recent research has focused on telco business models, digital transformation, service provider diversification, and the intersection between internet and telecoms. Mark delivers analysis, presentations, strategy sessions and workshops to global audiences, helping them address change as technology and disruptive business models fundamentally transform their businesses. He was chief research officer at Informa Telecoms & Media and Ovum before leaving to set up his own research firm, ConnectivityX, in 2016. He joined TM Forum in February 2017.
Jason Rutherford is Senior Vice President and General Manager, Oracle Communications. As leader of Oracle’s telecommunications industry global business unit focused on applications, Rutherford is responsible for managing sales, strategic planning, product development, service, and support for Oracle’s B/OSS product portfolio.
Rutherford recently returned to Oracle Communications after two years as Executive Vice President and Chief Revenue Officer for KORE Telematics where he was responsible for customer acquisition and revenue growth across KORE Wireless' IOT/M2M connectivity platforms, advanced applications, technology solutions and global services.
Rutherford brings over 20 years of experience in the B/OSS space as a previous Group Vice President, Global Sales, Oracle Communications, and as a senior leader in sales, pre-sales, alliances and consulting at Convergys and Accenture. Rutherford holds an MBA from Wake Forest University and a bachelor’s degree in business from Virginia Tech.
Des Cahill leads product strategy, messaging, and marketing for the Oracle Customer Experience Cloud suite. The Oracle CX Cloud suite empowers organizations to take a smarter approach to customer experience management and business transformation initiatives.
Cahill holds an MBA from San Jose State University and a BS in managerial economics from Union College.
Jean Lawrence leads product marketing for communications industry applications. She helps service providers realize the benefits of 5G and the digital economy by transforming their digital experience, monetizing new revenue streams, and modernizing the back office with open, cloud native solutions.
In her two decades of communications and technology industry experience Jean has held marketing, strategy and product development leadership positions at Computer Sciences Corporation, Motorola, and T-Mobile. She holds an MBA from the Kellogg School of Management at Northwestern University and a BA from the University of Notre Dame.