Amdocs and Forbes Host Customer Experience Innovation Forum
NEW YORK, NY—January 24, 2007—Amdocs (NYSE: DOX), the leading provider of software and services to enable integrated customer management and the intentional customer experience™, hosted a Customer Experience Innovation Forum with Forbes magazine, yesterday at the Rainbow Room in New York City, with more than 60 telecoms, broadband cable, satellite and entertainment industry executives attending. The thought-leadership event facilitated an in-depth discussion of new strategies for delivering next-generation services and profiting from the convergence of these industries and of voice, video and data services, with a focus on creating an integrated, innovative and intentional customer experience.
Attendees examined how to differentiate their offerings by delivering a customer experience which is consistently simple, uniquely personal, and immediately valuable at every point of service. Keynotes were given by Michael Powell, former chairman of the FCC, who pointed out the conflicts, potential pitfalls and opportunities in the communications landscape; and David Goldberg, vice president and general manager of Yahoo! Music who addressed how the consumer is far ahead of the media industry and is currently driving innovation. As Michael Powell observed in his keynote address, “personalization is where the value is perceived by our teenage children and this explains why they are willing to pay more for next-generation services. While some may be unwilling to pay for a full music download of a song, they will pay two dollars for a thirty second ringtone. The reason is that the ringtone adds a stamp of personal identity to their mobile phone, which they value more than simple entertainment.”
The event also featured a panel presentation on customer experience innovation. Speakers included Emily Nagle Green, chief executive officer of Yankee Group; Michael McSherry, senior vice president of Emerging Technologies at Amp’d Mobile; Michael Matthews, chief marketing officer of Amdocs; Lawrence Kenny, senior vice president and general manager of telecommunications at IBM; Von Wright, vice president of Cingular; and Tara Maitra, vice president and director of programming for TiVo. There were also breakout sessions focusing on profiting from next-generation services, delivering the lowest total cost of ownership to the service provider market, and enabling the delivery of the intentional customer experience.
“We live at a time of unprecedented change in terms of technology and customer business models. This change is constant; however if you can’t keep your customers, it doesn’t matter if you are on the right side of this evolution,” said Rich Karlgaard, publisher, Forbes magazine.
Service providers have realized that the key to their success lies in enhancing the customer experience — and that will continue to be their top business priority in the next two years, according to a recent survey commissioned by Amdocs.
“Amdocs is about helping service providers focus on the customer experience, and we wanted to offer a venue to discuss this key issue,” said Michael Matthews, chief marketing officer, Amdocs. “Service providers have greater insight into their customers than any other industry in terms of usage, lifestyle and user preferences. They have an incredible opportunity to tap this information to increase profitability and retain their customers - in short, to create an intentional customer experience.”
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