Transformation Begins and Ends with the Customer

Available: On Demand
Speakers: Susan McNeice, vice president of software research, Yankee Group's Network Research group; Jim Hayden, Managing Director of Business Intelligence, TEOCO

The era of the consumer is here, and network operators are driving hard to create leaner, more efficient and market-responsive operations, all while placing a keen focus on delivering the optimal customer experience. But how does one approach transformation and still satisfy all of these goals? In a word: the customer. 

Webinar participants will:

  • discuss the emergence of customer experience transformation
  • share feedback on what consumers want from their relationship with their providers
  • outline an approach to this that is both energizing and achievable

Susan McNeice is vice president of software research with Yankee Group's Network Research group, driving the company's research in the areas of telecom marketing, operations and OSS/BSS software strategy. Her areas of expertise include OSS/BSS, subscriber and policy management, customer care, self-service, RT charging, dynamic cataloging, business intelligence/analytics, revenue assurance and service assurance.

McNeice has more than 25 years' experience in the communications and IT industries. Prior to joining Yankee Group, she led the OSS/BSS group at Stratecast, a division of Frost & Sullivan, where she served as global director of communications infrastructure systems and software. Before that, McNeice was director of marketing at Vibrant Solutions (now Teoco) and director of conference development at TeleStrategies. She also led several teams for AT&T in OSS/BSS strategic planning, software definition and program management.

McNeice holds an M.S. in project management from the George Washington University School of Business and a B.A. in economics from the University of Delaware. She has been quoted in The Wall Street Journal, Dow Jones' Market Watch and the San Jose Mercury News, and has published articles in publications including Billing & OSS World, BillingOSS and Telco 2.0.

Jim Hayden is Managing Director of Business Intelligence at TEOCO. He focuses on developing analytical solutions to help operators better understand their networks, products, and customers. He has over twenty years experience in the management, design and delivery of software solutions for Fortune 500 companies. Jim joined TEOCO in 2006 when it acquired Vibrant Solutions. Before that, he was Chief Strategy Officer at Mantas, a software company serving the financial services and telecommunications industries with behavior detection technology. Jim has received numerous awards for technology innovation, most recently named as one of Billing and OSS World's Best Back-Office Innovators.