Brands that are committed to customer centricity are passoinate, and truly believe the customer comes first. They believe that without the customer, they cannot succeed in business and want to see the world  through the customer’s eyes. In this session I will introduct the ways of becoming customer centricity and impact of customer centricity on telecom profinability

• What is customer centric?
• Why is customer-centricity “hot” (again)?
• Artificial intelligence in telecoms: Current stay of play
• Creating a customer-centric culture to improve consumer profitability
• How to measure the success of a customer centric company?
• How do “Emotional Experiences” from customers impact a customer-centric organization?

Along its large history, BT has been serving customers developing innovative products and services. Now that we are immersed in the digital era BT is constantly evolving its processes, systems and investing in the best people to be the leader in the global IT and telecomms market. During the presentation Ana Lledo will explain how BT faces the challenge to transform the portfolio to adapt to the digital world in which we live and the main principles that define the product development process in BT.

• BT portfolio evolution to build the Cloud of Cloud
• Concept to market using Agile principles in the digital era
• Starting with the Idea: Justify
• Develop&Test
• Perform trial
• Perform launch

Telecom companies face increasingly tough times as digitization reshapes the industry landscape. But digitization is not just a threat; it also offers telecom companies an opportunity to rebuild their market positions, re-imagine their business systems and create innovative offerings for customers. Based on that view, Deutsche Telekom defined a concrete strategic approach for its digitization starting to incorporate core elements in order to increase product development capabilities, channel management processes as well as customer experience.

• Agile product development
• Platform-based cloud services
• Common Cloud Partnering
• Omnichannel Sales
• Digital customer journey

A case study from Dubai based operator DU on the journey of evolving the telecom product development processes and capabilities to deliver a world class experience.

• Best practice product life cycle management process benchmark
• Introducing the gate-based product launch management approach
• Revamping the process to eliminate the waste and improve the overall time-to-market, cost and quality
• Guidelines to designing a PLM process
• Case study results and impacts on TTM, cost and quality