Maximizing Subscriber Value Through Multi-Channel Communications

Mobile, telecom and broadband service providers are in an epic battle to maximize revenue, expand their market share and minimize customer churn. The introduction of triple-play and multi-play integrated service offerings and the increasing number of subscribers in collections have been major drivers in this struggle. In order to win the battle, these organizations need to proactively communicate valuable service information and offers that are customized to the individual subscriber. These organizations must also adapt their communications techniques to take advantage of the changing consumer preferences for voice, text, and email messaging.

Join Yankee Group and SoundBite for a one-hour online session on breakthrough uses of multi-channel customer communications that can:

Proactively communicate new offers and services to maximize ARPU
Build brand recognition and customer loyalty to increase retention rates
Reduce inbound call volumes and enable more self-service
Cost effectively reach delinquent subscribers and prompt faster payments

Presenters

Ken Landoline
Program Manager, Enterprise Research
Yankee Group
Ken Landoline is a program manager in Yankee Group’s Enterprise Research group with expertise in customer-centric strategies. His research examines the impacts of ubiquitous connectivity in the enterprise contact center environment and focuses on telecommunications products and applications, customer relationship management and multichannel contact centers. Prior to Yankee Group, Landoline was an analyst with Robert Frances Group and Giga Information Group (now Forrester Research), where he developed voice telephony services and created industry-leading research on voice and data convergence and technology evolution in the telecommunications marketplace.

Jay Reilly
Director of Solutions Consulting
SoundBite Communications
Jay has successfully managed hundreds of campaigns and frequently advises clients on customer contact strategies and best practices. Jay has expertise in designing and deploying a wide range of customer service, collections and marketing programs for telecommunications companies, financial institutions, and credit grantors. Prior to joining SoundBite, Jay was a Group Product Manager for Finnish Telecommunications Company Sonera Zed. During this time he oversaw the implementation of SMS and WAP products with major US carriers as well as acted as a WAP product consultant for other global divisions of the company.