Find here some presentations we did:

Managing the converged world – Telecom TV 16/05/2006

http://www.telecomtv.com/tmw06/convergedworld.asp

New Approaches to Customer Care – Telecom TV 17/05/2006

http://www.telecomtv.com/tmw06/customercare.asp

CTO Interview, Michel Burger – Telecom TV 18/05/2006

http://www.telecomtv.com/vzine/may06/page09.asp

Also TMF is launching a new project charter called ICM: Integrated Customer Centric Management. This project has the following scope:

  • using the customer (consumer and corporate, initially) as a starting point, it will consider processes, systems, blueprints, and standards whose existence or absence are a contributing factor to current state
  • Factors that impede or assist in the delivery of excellent customer and network service levels
  • Identification of how e-TOM and SID can be augmented to deliver appropriate customer experiences
  • Identification of meaningful measures that will differentiate customer and service level’s by market segment, whilst identifying key performance indicators (KPIs) specific to ICCM.
  • Identify the associated issues with systems integration for commercial off the shelf (COTS) and legacy systems

Of course I will join in order to contribute to add this "Customer Experience" missing layer in eTOM :-)