New Yankee Group Summit Focuses Exclusively on Customer Experience

Customer experience is the last frontier for communications service providers seeking to differentiate.

BOSTON--(BUSINESS WIRE)-- Yankee Group today announced its one-day summit “Delivering a World Class Customer Experience,” which will examine the trends and best practices for creating optimal—and profitable—customer experiences. The event will take place Monday, March 21, and will be collocated at International CTIA Wireless 2011 in Orlando, Fla.

This event is a must-attend for anyone charged with improving the overall customer experience, notably communications service provider (CSP) product and business unit executives, operations and IT leaders, and customer care professionals. Sponsors of the event include: Sprint; Arantech; Sybase; Amdocs; Globys; Sterling Commerce, an IBM Company; Connectiva; MDS; and Cycle30.

Customer experience has become one of the last remaining sources of competitive differentiation for CSPs, and optimizing that experience involves almost every part of the CSP enterprise, including offer positioning and pricing, network policy management, rating and charging, loyalty plans and customer-centric service assurance. The summit will tackle these topics and more through featured industry thought leaders:

• Susan McNeice, VP of research, Yankee Group
• Sheryl Kingstone, director of research, Yankee Group
• Mike Cooley, VP, online channels, Sprint
• Lance Williams, director, call center infrastructure, Sprint
• David Wiseman, director of telecom business development, Sybase
• Neil McGovern, director of marketing, Sybase
• Gary Williams, CEO, wRatings
• James Doyle, VP, strategy and innovation, Arantech
• Glenn Pingul, VP of products and mobile strategies, Globys
• John Konczal, global industry director, communications, media and entertainment, Sterling Commerce, an IBM Company

“The user is the center of the connected universe,” said Sheryl Kingstone, Yankee Group director of research for Connected User Experience and a featured presenter. “No longer can the industry dictate policy, pricing and other services at their whim—instead, companies must surrender to the demands of their customers or face losing them to a competitor.”

“Delivering a World Class Customer Experience” will include:

• Real-world feedback from Yankee Group’s surveys of 20,000 U.S. consumers and enterprises.
• Case studies from CSPs that have made substantial improvements in their customer interactions.
• Lively debate around best practices, process models and the definition of customer experience.
• High-level networking with industry professionals and thought leaders.

For more information, visit http://www.yankeegroup.com/misc/ctia.html

About Yankee Group

The people of Yankee Group are the global connectivity experts—the leading source of insight and counsel trusted by builders, operators and drivers of connectivity solutions for over 40 years. We are uniquely focused on the evolution of Anywhere connectivity, and we chart the pace of technology change and its effect on networks, consumers and enterprises. Headquartered in Boston, Yankee Group has a global presence, including operations in Europe, the Middle East, Africa, Latin America and Asia-Pacific. Visit www.yankeegroup.com.

CONTACT:

Yankee Group Communications
Ashlee Clevenger, +1-617-598-7268
mediarelations@yankeegroup.com

KEYWORDS:   United States  North America  Massachusetts

INDUSTRY KEYWORDS:   Technology  Consumer Electronics  Networks  Telecommunications  Mobile/Wireless

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