BUILDING AFRICA'S DIGITAL ECONOMY
BUILDING AFRICA'S DIGITAL ECONOMY
BUILDING AFRICA'S DIGITAL ECONOMY
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WEDNESDAY 13 NOVEMBER 2013<br />
CONFERENCE DAY TWO<br />
INNOVATIVE SERVICES FOR <strong>DIGITAL</strong><br />
CONSUMERS<br />
09.00 Welcome by Informa Telecoms & Media<br />
Chaired by Mark Newman, Chief Research Officer,<br />
Informa Telecoms & Media<br />
09.10 Digital and innovation strategies for telecoms operators<br />
Mark Newman<br />
Chief Research Officer<br />
Informa Telecoms & Media<br />
09.30 CONTENT & APPS PANEL:<br />
Unleashing Africa’s Creativity for Digital Consumers<br />
• How to best distribute, promote and monetise local content in<br />
Africa?<br />
• Supporting local developers to deliver targeted apps and content to<br />
local markets<br />
• New developments in the OS market: which will be most suited for<br />
African needs?<br />
• Should telcos adapt their strategies in order to attract the most<br />
creative people and offer new services to their consumers?<br />
Panellists:<br />
Arnauld Blondet<br />
VP marketing products Africa & Middle East<br />
Orange<br />
Rick Fant<br />
VP of Apps and Marketplace<br />
Mozilla<br />
Lulama Mokhobo<br />
Group CEO<br />
SABC<br />
Wolfgang Petersen<br />
Director of Developer Relation Division (DRD) for Europe,<br />
Middle East and Africa (EMEA)<br />
Intel<br />
Brett St Clair<br />
Head of New Products Sub Sahara<br />
Google, South Africa<br />
Pieter Verkade<br />
Group Chief Commercial Officer<br />
MTN<br />
10.10 Digital Guru Perspective: Making the most of Mobile<br />
Marketing & Advertising<br />
Bonin Bough<br />
Vice President of Global Media and Consumer Engagement<br />
Mondelēz International (Kraft), USA<br />
10.30 Driving data usage through content services<br />
Arun Nagar<br />
CEO & Managing Director<br />
Spice Africa<br />
10.50 REFRESHMENTS & EXHIBITION VISIT<br />
BREAK TO TRACKS<br />
Chaired by Matt Reed, Principal Analyst,<br />
Informa Telecoms & Media<br />
12.10 LTE launch case study: operator perspective on<br />
deploying & launching LTE services in Africa<br />
• How Smile launched LTE services in 2013<br />
• Building networks to deliver affordable, high quality and easy<br />
to use broadband access in Africa<br />
• Commercial strategy for LTE: services, pricing, marketing<br />
Irene Charnley, Group CEO, Smile Telecoms<br />
12.30 Market update: Mobile broadband & LTE<br />
developments in Africa<br />
• Examining the status of mobile broadband deployments in<br />
Africa: 3G, LTE<br />
• Technology developments to deploy reliable and costeffective<br />
mobile broadband networks<br />
• Regulatory and spectrum developments affecting LTE in Africa<br />
Alain Biston, President Wireless EMEA, Alcatel-Lucent<br />
12.50 PANEL: Lessons learnt from the first LTE<br />
launches in Africa<br />
• What is the status of the LTE market in Africa?<br />
• What are the major challenges for operators to overcome<br />
when deploying LTE networks?<br />
• Which markets are most suited for LTE deployments?<br />
Tom Allen, Group COO, Smile Telecoms<br />
Miguel Geraldes, Managing Director, MTC, Namibia<br />
Deon Geyser, Chief Operating Officer, Millicom<br />
International Cellular (Tigo), Tanzania<br />
Daniel Jaeger, Vice-President for Africa, Alcatel-Lucent<br />
Jannie Van Zyl, Executive Head: Consumer Data,<br />
Vodacom SA<br />
Representative, MTN Uganda<br />
Representative, Cisco<br />
13.30 Lunch<br />
14.30 Assessing the conditions for the development<br />
of LTE in Africa<br />
• Regulatory and spectrum developments<br />
• Examining the impediments to the development of LTE in<br />
African markets<br />
• Assessing likely scenarios for LTE in Africa<br />
Andile Ngcaba, Founder and Chairman,<br />
Convergence Partners<br />
14.50 LTE: transformation and revolution for cellular sites<br />
• Securing your ROI with appropriate RF hardware selection and<br />
installation<br />
• Making sure good enough is really good enough<br />
• Easing the transition to 4G and beyond<br />
Laurent Cruchant, President EMEAI, RFS<br />
15.10 Optimising CapEx and designing LTE networks<br />
for maximum performance<br />
• Planning for LTE: Research, Design and Implementation<br />
• Learning lessons from previous LTE launches and adapting<br />
them for African markets<br />
• Ensuring efficiency in all parts of the network<br />
Dr. Marten Scheffer, GM of Network Engineering,<br />
Neotel, South Africa<br />
15.30 Considerations for LTE Roaming<br />
• Data to the masses<br />
• Diameter Roaming Agent<br />
• Data roaming<br />
Bjørn Iversen, CEO, Telenor Global Services<br />
15.50 Refreshments & Exhibition Visit<br />
16.50 What services for LTE? Data, content & apps<br />
strategies<br />
• Designing service-oriented mobile networks through superior<br />
intelligence and enforcement capabilities<br />
• Gaining intelligence and analytics on usage by mobile<br />
subscribers by application, location, content, and devices<br />
• Capitalizing on this intelligence through value-based service<br />
offerings including application-based and content-aware services<br />
Paul Gracie, SVP for Worldwide Sales, Procera<br />
17.10 Presentation tbc<br />
Representative, Tektronix Communications<br />
17.30 PANEL: What about the consumers?<br />
Helping consumers navigate between new<br />
technologies and services with LTE<br />
• How educated are consumers about LTE services?<br />
• LTE, 4G, Mobile Broadband: how to introduce the services to<br />
consumers?<br />
• Launching and promoting LTE services: what are the<br />
strategies for maximum uptake?<br />
Panellists:<br />
Wilgon Berthold Tsibo, CTIO,<br />
Equateur Telecom Congo<br />
Jannie Van Zyl, Executive Head: Consumer Data,<br />
Vodacom SA<br />
Thibaud Weick, Group CCO, Smile Telecoms<br />
18.05 End of LTE stream<br />
Chaired by Nick Jotsichky, Principal Analyst,<br />
Informa Telecoms & Media<br />
12.10 Customer Experience Management in a data<br />
environment: what are the new challenges?<br />
• Examining how data services are affecting the customer<br />
experience: new services, new handets & devices, changing<br />
role of OTT providers<br />
• Devising a CEM strategy for users in the data age: what to<br />
focus on?<br />
• Best practice for CEM in a data environment<br />
Miguel Angelo Soares, Chief Marketing Officer,<br />
Unitel Angola<br />
12.30 Using Network Analytics Efficiently for CEM<br />
• Profile Quality of Service by Customer Segments<br />
• How to give more visibility on Service Status to Customer Agents<br />
• Monetize OSS data<br />
Domenico Convertino, Head of OSS Europe,<br />
Middle East and Africa, HP<br />
13.00 Lunch<br />
14.00 Practical Steps to Achieve a Customer<br />
Experience that Delights and Engages Users –<br />
and Boosts Business Results<br />
• Lay the Foundation of a Personalized Experience: Converged<br />
BSS, 360° view of the customer, analytics and more<br />
• Add New Social Media Touchpoints for the Digital Lifestyle: Be<br />
where your customers are<br />
• Achieve Service Continuity and Richness: Glide seamlessly across<br />
networks and devices, enjoying a rich service experience<br />
Yariv Geller, VP Marketing, Strategy and Planning,<br />
Comverse<br />
14.20 3.6 seconds – The Next Generation Contact Center<br />
• Convergent multi-channel strategies for a next generation IP<br />
contact centre<br />
• Making the right decision through proven results<br />
• Presenting the next wave of telco contact centres<br />
Carlos Vasconcelos, Marketing & Business<br />
Development Manager, Collab<br />
14.40 Leveraging on CEM as an Competitive<br />
Advantage in the Africa mobile market<br />
Fungai Mandiveyi, General Manager - Customer<br />
Services, Econet Wireless Zimbabwe<br />
15.00 Network Big Data: the underexploited resource<br />
for CVM enrichment<br />
• Learning how to explore and capture the value of an available<br />
but underutilized source of growth: customer data<br />
• The benefits of real-time data collection, micro-segmentation<br />
and profiling capabilities<br />
• Optimizing resources for increased efficiency and cost<br />
reduction; Use cases review<br />
• Providing consistent offers and tailored service interactions<br />
across different touchpoints for customer engagement and<br />
revenue growth through customer knowledge enrichment<br />
• Examining successful multi-channel BTL campaigns for ARPU growth<br />
Gary Buchwald, CCO, Intersec<br />
15.20 Refreshments & Exhibition Visit<br />
16.20 Integrating CEM into new business models and<br />
differentiation strategies<br />
• Assessing the impact of new business strategies on the<br />
operator’s relation with its customers<br />
• Understanding the role of CEM in an operator’s brand perception<br />
• Adapting the CEM strategy to different customer segments’ needs<br />
Stephen Essien, Head Customer and User<br />
Experience, Vodafone, Ghana<br />
16.40 Identifying the drivers for customer loyalty in<br />
Africa’s digital market<br />
• Challenging issues driving CEM in Africa<br />
• Understanding customers’ needs and what affects their loyalty<br />
• CEM strategy for loyalty, profitability and differentiation<br />
• Implementing a CEM strategy: what are the stages?<br />
Nick Jotischky, Principal Analyst,<br />
Informa Telecoms & Media<br />
17:00 Making the most of call centres to enhance the<br />
customer relation<br />
• Determining the remit of call centre within a CEM strategy<br />
• In-house or outsourced: what are the best options for<br />
operators’ call centres?<br />
• Training call centre staff to deliver the right message and<br />
enhance the customer experience<br />
Ntombizodwa Chinyenze, Customer Operations<br />
Director, Telecel Zimbabwe<br />
17.20 CEM PANEL: Dos and Don’ts of CEM strategies<br />
in Africa<br />
• What innovative CEM initiatives have been taken in the region<br />
that could be replicated?<br />
• What are the key challenges to overcome when developing a<br />
CEM campaign?<br />
• Working with different market segments and partners<br />
• The role of social media in CEM<br />
Panellists:<br />
Abi Edun, Head Customer Experience, Etisalat, Nigeria<br />
Tshepo Selokela, Cell C<br />
Cyrille Nibigira, General Manager- Business<br />
Development, Econet Wireless Burundi<br />
Kebba Bojang, Snr. Manager Customer service, Gamcel<br />
Pieter Verkade, MTN<br />
*Speaker details to be announced – check www.comworldseries/africa for updates<br />
THE 6TH ANNUAL<br />
AFRICACOM<br />
AWARDS 2013<br />
THE 6TH ANNUAL<br />
AFRICACOM<br />
AWARDS 2013<br />
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