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9th International Telecom Forum - 12th and 13th June 2014, Rome

Unlocking the Value of Telecom Data


Summary

Welcome………………………………………………………………… 5 Agenda…………………………………………………………………… 8 Agenda Day One……………………………………………………… 10 Agenda Day Two……………………………………………………… 12 Day One: Conference Speakers …………………………………… 13 Day One: Parallel sessions Speakers……………………………… 23 Day Two: Conference Speakers……………………………………… 31 Conference Information……………………………………………… 39 Innovation Centre…………………………………………………… 45 Notes…………………………………………………………………… 47


Welcome I am delighted to welcome you to Experian’s International Telecom Forum 2014 in Rome on 12 and 13 June. Now in its 9th year, we are delighted the conference continues to draw a broad attendance from leading professionals across the industry on a global basis. The economic downturn of the past years has hit hard the telecommunications industry across our EMEA region. Keeping customers satisfied and loyal has become a true challenge as Carriers struggle to differentiate themselves and deliberately provide relevant experiences to their customer base. The end result in my view is that the customer wins and that is good. We have learnt to value our customers more and do everything at our hand to engage in a meaningful way with them. We have also learnt that the art of delivering customer experiences is about using various data assets meaningfully and consistently across our channels. The 2014 edition, focused on the theme of “Unlocking the Value of Telecom Data� will cover how to better exploit the value of data to grow customer intimacy, make strategic decisions and improve efficiency and profitability. I am sure that this year, you will all benefit from the program, which has been built with best in class keynote presentations and case studies illustrated by high profile speakers from prominent Telecom Institutions. The agenda will focus more than ever on how insight from data and analytics can assist Telecoms operators to inform and shape their future direction. Through a combination of presentations, specialist parallel sessions and networking opportunities, we will bring together key industry players and Experian experts to provide you with fresh insights, first hand experiences and responsive strategies. I hope you will make the opportunity to meet and share your experiences with other delegates and arrange tailored meetings with our Experian experts to help you deepen your knowledge on key industry topics. Your participation and contribution to the event is important to us and undoubtedly adds quality to the discussion over the next two days. Thank you very much for participating at the forum and I trust that you will find the Conference a worthwhile, stimulating and enjoyable experience. I wish you have a very pleasant stay. Kind regards,

Luis Garavito Head of Telco VM EMEA Chairman Telco Forum Experian


AGENDA


AGENDA

Unlocking the Value of Telecom Data The ninth edition of the International Telecom Forum is committed to be an engaging event with presentations from leading industry operators and Experian experts. A prestigious speaker panel

• Hurcan Coskun

AVEA

• Jaume Torra

FinConsum - ”la Caixa” Group

• Sjaak Visser KPN • Nguyen Dinh Chien

MobiFone

• Jenny Thronaes

One Call (Tele2)

• Gill Miller

Phones 4u

• Daniele Gulinatti

Telecom Italia

• Gözde Erdoğan

Turkcell

• Özlem Alan Özeren

Turkcell

• Nalan Yildiz Turkcell • Filiz Cetin Turkcell • Robert Kirkpatrick

UN Global Pulse

• Chris Handley

Vodafone Group

• Corradino Corradi

Vodafone Italy

• Mafalda Alves Dias

Vodafone Portugal

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AGENDA

Day 1 Agenda The first day of the Forum is focused on keynote speeches and case histories from industry experts and includes parallel sessions which focus on Collection, Fraud and Marketing topics. Day 2 Agenda The second day of the Forum is focused on keynote speeches and case studies delivered by major international operators. Parallel Sessions Join in-depth workshops with a high degree of interaction on hot topics. One-to-one meetings Do not forget to book your own private consultancy session. At the end of day one our international consultants will be available for discussions. This is the perfect opportunity to benefit from the undivided attention of our experts, and draw on their unrivalled knowledge and experience. If you are interested in booking a meeting and haven’t done so yet, please contact us at the “One-to-one” Information Point situated at the event’s foyer and we will be happy to arrange it for you. Innovation Centre During the forum, there will be a number of networking breaks and opportunities, and during this period, delegates will be free to visit the Innovation Centre - showcasing the latest solutions to support the growth of your business. These sessions will include demos and product clinics, supported by our expert consultants.

Unlocking the Value of Telecom Data - 9


Agenda Day One Thursday 12th June

09.15

Welcome and introduction from the Chairman Luis Garavito, Experian

What are the changes in customer behavior affecting the future of the 09.30 telecommunication industry? Bill Tancer, Experian Marketing Services Global Research 10.15 10.45

Enhancing efficiency and profitability with data insight and smart decisioning tools Mafalda Alves Dias, Vodafone Portugal Fraud prevention through enhanced controls Daniele Gulinatti, Telecom Italia

11.15 Break and visit to innovation centre Data sharing in telecommunications - what is the status of the art in Europe and what are the benefits for operators and consumers. Moderator: Ian Terblanche, Experian 11.45 Panelists: Chris Handley, Vodafone Group

Sjaak Visser, KPN

Gill Miller, Phones 4u

Sean Hutchins, Experian

Robert Kirkpatrick, UN Global Pulse

Fabrizia Giacomini, Experian

Jaume Torra, FinConsum - �la Caixa� Group 12.45 Lunch and innovation centre Parallel Sessions - 1st round Collection Decision engine impact on strategic collections Nalan Yildiz and Filiz Cetin, Turkcell Customer Intimacy 14.00 Advanced analytics and customer segmentation Philippe Jaoui, Experian Italian Round Table (Italian language) SIC, SIT e SCIPAFI: orizzonti attuali e possibili scenari futuri nel mercato italiano Fabrizia Giacomini, Carlo Gabardo and Marcello Gazzola, Experian

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AGENDA

Parallel Sessions - 2nd round Customer Intimacy Pre to Post Migration - How to use internal and external data sources to proactively pre-qualify subscribers for pre to post migration Phil Watson, Experian Fraud Prevention 15.00 How to use telecom data to prevent attack of cybercrime while ensuring a smooth customer experience Hugh Steed, 41st Parameter Growth and Innovation Banks and telcos - friends, foes, or something in between Kevin Poe, Experian 16.00 16.30 17.15

How to improve customer value with end-to-end risk management Gözde Erdoğan and Özlem Alan Özeren, Turkcell Mobile data for social good Robert Kirkpatrick, UN Global Pulse Conclusions day 1 Luis Garavito, Experian

17.30 Innovation centre and One-to-one meetings 19.00

Appointment at the hotel’s entrance Transfer to the dinner’s venue

19.30 Social Dinner

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Agenda Day Two Friday 13th June

08.45 09.00 09.30 10.00 10.30 11.30

12.00

Opening remarks from the Chairman Luis Garavito, Experian How to create a postpaid experience to the prepaid subscriber base Nguyen Dinh Chien, MobiFone How to unlock the value of telecom data to gain customer insight and prevent fraud Corradino Corradi, Vodafone Italy Driving originations efficiency through rapid testing and agile strategies Gill Miller, Phones 4u Break and visit to innovation centre How to use telecom data to improve the collection process Hurcan Coskun, Avea How to unlock the value of data to engage with clients and grow in a mature telecom market through customer insight - the One Call experience Jenny Thronaes, One Call (Tele2)

12.30 13.00

Mobile driven customer experience Burak Kilicoglu, Experian Conclusions and wrap up Luis Garavito, Experian

13.30 Lunch - end of the day

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DAY ONE CONFERENCE SPEAKERS


day one conference speakers

Chairman

Luis J. Garavito Head of Telco VM EMEA Experian Biography Luis brings over 25 years of managerial, consulting and business development experience in the telecommunications, internet and IT industries. Before joining Experian DA, Luis was Telecommunications and Utilities Sales Director at Equifax Iberia. Previously, Luis J. worked for top-tier telecommunications vendors such as Fujitsu, Oracle, and Amdocs as Client Executive and Business Development Leader. In these roles, he was responsible for leading business development initiatives with major telecommunication service providers across Europe. Luis held several IT Management positions at key Telecom companies, as IT Director, E-Business lead and Account Manager in Telef贸nica, and CIO of Jazztel. He also worked for O2 Ireland as Broadband Manager. Luis holds a BSc. in Computer Science from Webster University (Missouri, USA) and a MBA/ MIS degree from the Carlson School of Management (Minnesota, USA), and has completed other courses such as a PDD from IESE - University of Navarra (Spain).

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day one conference speakers

Bill Tancer General Manager Experian Marketing Services Global Research

What are the changes in customer behavior affecting the future of telecommunication industry? Bill Tancer is General Manager at Experian Marketing Services Global Research and one of the world’s preeminent expert on online behavior. Mining Hitwise database of more than 10 million Internet users every day, Bill answers questions about what people are really doing online and how they use Internet-based services. Bill will offer a view on what online users behavior means, what are the hot new trends and what this mean for telecommunication providers now and in the future. The results are surprising and indispensable to companies trying to reach consumers and especially for telecommunication operators and online service providers. Bill Tancer is also author of the best seller “What Millions Do Online and Why it Matters”.

Biography A New York Times Best Selling author and former online columnist for TIME magazine, Bill Tancer brings more than 15 years of marketing, market research and corporate strategy experience to Experian Marketing Services. As the general manager for Global Research, Bill leads a team of research analysts providing cutting-edge research and insight into online consumer behavior and the application of online competitive intelligence. Bill’s analysis of the online landscape has been quoted extensively in the press, including the Wall Street Journal, New York Times, USA Today, Business Week, Television Week, Forbes Online and CNN Money. Bill is a frequent guest on CNBC, and has been interviewed on MSNBC, NPR, Dow Jones Marketwatch, CNN Radio and CBS Radio. Bill’s analysis of the online landscape was a feature subject in ABC News’ hit series 20/20. Additionally, he was named Television Week’s “12 to Watch” for 2008. Bill has served on the board of directors for SEMPO, and he is currently on the advisory board for the PEW Internet and American Life Project. Prior to joining Hitwise, Bill led market research and strategy teams at LookSmart, Zaplet, NBC Internet and Pacific Bell Internet Services. Bill has also covered the internet sector for Gartner Group as a senior technology marketplace consultant.

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day one conference speakers

Mafalda Alves Dias Head of Credit Management Vodafone Portugal

Enhancing efficiency and profitability with data insight and smart decisioning tools European customers are increasing their demands and decreasing their arpu’s what consequently diminishes revenues for Telco companies in an ultra-mature market. There’s no other option than to extract the maximum results from the available and scarce resources. We are living times of no space for error and no time for waste. The session will present an example on how using available data in a personalized way to the telco needs and considering the specificities from the market and products will result in smarter decisions that will bring the company closer to the market.

Biography Since 2010 Mafalda Alves Dias is the Head of Credit and Collections for Vodafone Portugal. In Vodafone for 18 years, she covered diverse areas of responsibility from marketing to operations, consolidating her skills with a Logistics Master Degree. This brought her in charge of coordinating, from 2007 until 2009, some of the most innovative projects for the Vodafone Group at European level as the design of the Iberian logistic hub. Back to Portugal, Mafalda Alves Dias joined the Operations Excellence Team to oversee a broad re-engineering of the company’s processes. She delivered several transformation projects in different areas of the company.

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day one conference speakers

Daniele Gulinatti VP Fraud Management & Revenue Assurance Telecom Italia

Fraud prevention through enhanced controls In this presentation you’ll discover how Telecom Italia has changed approach focusing on fraud prevention instead of fraud management. This has been achieved through an enhanced identity check and prevention process that led also to innovative solutions for internal controls on travel expenses’ reimbursements.

Biography Since August 2010 Daniele Gulinatti has been the head of the Fraud Management & Revenue Assurance department of Telecom Italia, being in charge of ensuring the end-to-end operations of fraud management and revenue assurance processes for the Domestic market. He’s CIA - Certified Internal Auditor, CFE - Certified Fraud Examiner and CCSA - Certified in Control Self-Assessment. He has graduated in Business Administration at Bocconi University and then joined Pirelli’s Corporate Security department in 1997. In December 2000 he was moved to Brazil, as Head of Security for Latin America, for all divisions (Tires and Cables) and countries of the Group (Brazil, Venezuela, Argentina, Mexico, Chile and Colombia). In May 2002 he was nominated Pirelli’s Internal Audit Manager for Latin America. In January 2005 he joined Telecom Italia Mobile in Rio de Janeiro, as Brazil Security Director.

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day one conference speakers

Discussion Panel Moderator Ian Terblanche Director of Telecoms and Utilities Experian Panelists Chris Handley Group Head of Analytics Vodafone Group Gill Miller Head of Risk and Pricing Phones 4u Sjaak Visser Information Manager KPN Robert Kirkpatrick Director UN Global Pulse Jaume Torra Risk Director FinConsum - ”la Caixa” Group Fabrizia Giacomini Legal and Corporate Affairs Director & Head of Regulatory Developments, EMEA Experian Sean Hutchins Head of Product and Data Experian

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day one conference speakers

Data sharing in telecommunications - what is the status of the art in Europe and what are the benefits for operators and consumers.

Biography - Ian Terblanche Heading up strategic growth in the Telecoms sector covering all aspects of medium and long term sector strategy. With over 25 years in the IT industry and a strong business consulting focus, Ian has a wealth of experience and expertise in this area and he strives to push innovation and growth in the sector.

Biography - Chris Handley Chris has worked for Vodafone since 2003 when he first joined Vodafone Ireland in Dublin, Ireland. Starting out from the role of product manager for business data solutions, Chris worked his way up to the Head of Data role where he also set up a joint venture with the objective of “productizing” Vodafone’s data assets. In April of 2011, Chris moved into a global role as Group Head of Mobile Analytics in order to further this analytics work and define the overall Vodafone commercial strategy for monetizing big data.

Biography - Gill Miller As Head or Risk and Pricing at Phones 4u in the UK, Gill Miller has responsibility for the fraud and credit risk strategy across the business to balance risk and reward, working closely with UK network partners. Gill joined Phones 4u in February 2013 just ahead of the launch of their MVNO LIFE Mobile and since then Gill and her team have been rapidly enhancing the analytics, credit policies and systems that support the growing customer base.

Biography - Sjaak Visser Information Manager at KPN. Sjaak Visser joined KPN in 1981 and since then has developed a strong experience working in different roles across multiple areas. Sjaak has a strong experience in Billing and Collections processes. In his current role Sjaak leads the Information Management team, responsible for improving Collections processes, B2C and B2B processes. Demand Management for outsourcing of payment processing, Credit Risk processes, Customer Acceptance and High Usage processes. Analytics, Cash Flow forecasting and Work Capital optimisation.

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day one conference speakers

Biography - Robert Kirkpatrick Robert is Director of Global Pulse, an innovation initiative of the UN Secretary-General exploring how new, digital data sources and real-time analytics technologies can help policymakers gain a better understanding of changes in human well being and emerging vulnerabilities. Global Pulse is working to promote awareness of the opportunities Big Data presents for development, forge public-private data sharing partnerships, generate high impact analytical tools and approaches through its network of “Pulse Labs” and drive broad adoption of useful innovations across the UN System.

Biography - Jaume Torra Jaume is the Risk Management Director of Finconsum - the Consumer Finance company of Caixabank (1st retail bank in Spain). Jaume joined Finconsum in 2007 and in his current role he leads a team of 120 professionals and is responsible for Collections, Portfolio Management, Risk Monitoring and Risk Policy areas, managing a portfolio of Sales Finance, Auto Loans, Personal Loans and Credit Cards of nearly € 900 MM. Before that, Jaume covered similar positions in ABN AMRO Consumer Spain and General Electric Consumer Finance.

Biography - Fabrizia Giacomini Fabrizia is Legal and Corporate Affairs Director and Head of Regulatory Developments for EMEA at Experian. She has developed a thorough expertise in the field of data protection and has a great deal of experience in working with regulators in Italy and Brussels. Fabrizia participated with the Data Protection Authority in Italy at the creation of the Italian Code of Conduct for credit information systems and is now involved in the works for the set-up of a vertical data base in the Telco sector and of a “public fraud prevention system on consumer credit”. As a part of her role, Fabrizia provides support and guidance on projects or issues related to National and EU regulatory framework.

Biography - Sean Hutchins Sean is Head of Product and Data for EMEA within Experian responsible for shaping the product and data strategy for the region. Prior to this Sean led the Product Management team for the consumer bureau within the UK before running the Bureau Consultancy team. During his career at Experian, Sean has worked in delivery, sales and consultancy before moving into product management; where as well as managing our originations and fraud propositions, he also led the business team responsible for the bureau development programme, resulting in the ExPIN database.

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day one conference speakers

Gözde Erdoğan Cash & Financial Risk Manager Turkcell

Özlem Alan Özeren Senior Risk Management Specialist Turkcell

How to improve customer value with end-to-end risk management Using a precise segmentation based on internal data, Turkcell developed a methodology to calculate handset and usage limits to its subscribers. This capability allowed Turkcell to better allocate limits according to its subscribers’ risk and reduce its bad debt, while providing additional marketing opportunities for its existing subscriber base. This presentation will focus on the outcome of this project, including the communication and convincing processes with business departments, as well as the limit strategy in general.

Biography - Gözde Erdoğan Gozde received her B.Sc. degree in Civil Engineering from Bogazici University in 1998. She started her career in Garanti Bank Treasury Department. She worked there for 9 years before moving to Turkcell Treasury as the head of cash and financial risk management. After working in the same role 6 years, in the new finance organization, she changed her career path from treasury to risk management. For the last 8 months she has been leading a new set unit called risk management, which covers credit limit & origination, channel risk management and risk assessment teams.

Biography - Özlem Alan Özeren Özlem Alan Özeren started her career in Mercedes Benz Turk and moved to Turkcell in 1999. After working in Customer Relations Department for a short time, she continued her career in Finance Department, where she monitored the collections from banks and legal action processes. Since 2002, Özlem has been working as Senior Specialist in risk management and analytics areas, where she focused on analyzing data using statistics and data mining techniques, building segments and scorecards and analyzing fraudulent customers. She has been managing credit limit and origination projects for the last two years. Özlem has a BSc in Econometrics from 9 Eylul University. Unlocking the Value of Telecom Data - 21


day one conference speakers

Robert Kirkpatrick Director UN Global Pulse

Mobile data for social good The presentation will focus on how Big Data and real-time analytics technologies can provide valuable insights in the fields of global development and humanitarian action; and how the private sector can play a role in transforming Big Data into a public good.

Biography Robert is Director of Global Pulse, an innovation initiative of the UN Secretary-General exploring how new, digital data sources and real-time analytics technologies can help policymakers gain a better understanding of changes in human well being and emerging vulnerabilities. Global Pulse is working to promote awareness of the opportunities Big Data presents for development, forge public-private data sharing partnerships, generate high impact analytical tools and approaches through its network of “Pulse Labs� and drive broad adoption of useful innovations across the UN System. Previously, Robert was the founding CTO of the Silicon Valley global health and disaster technology NGO InSTEDD, and the co-founder of Microsoft Humanitarian Systems. He has spent more than 15 years developing solutions for public and private sector organizations, with a focus on organizational change. He has done fieldwork in Iraq, Afghanistan, Kashmir, Uganda, Indonesia, Cambodia, and post-Katrina New Orleans.

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Parallel Sessions


day one Parallel Sessions speakers

Collection Nalan Yildiz Collections Manager Turkcell

Filiz Cetin Project Manager Turkcell

Decision engine impact on strategic collections This presentation will give you Turkcell’s experience during the implementation of an advanced dynamic system that helps build collection strategies. The presentation will start with the needs and objectives, then proceed to illustrate the differences between the old collection model and the newly developed system, along with benefits for Turkcell.

Biography - Nalan Yildiz Nalan started her career at Siemens and after 2 years she moved to Turkcell. During her 16-year-career at Turkcell, she worked as Fraud Manager, Credit Control Manager, Corporate Collections Manager, Bad Debt and Legal Action Manager. Nalan has been working as Collections Manager at Turkcell since October 2013.

Biography - Filiz Cetin Filiz Cetin is a project manager in Turkcell, Turkey’s largest telecom operator in charge of CRM/BIS systems and services. Before Turkcell, Filiz worked as a business development specialist in TUBITAK, analyst in Finansbank, and project manager in Tellcom, respectively. Filiz Çetin is also a doctorate candidate in Marmara University, Engineering Management Department studying on analytical modelling.

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day one Parallel Sessions speakers

Customer Intimacy Philippe Jaoui MD Data Analytics & Consultancy EMEA Experian Marketing Services

Advanced analytics and customer segmentation There’s no denying that marketing today is a two-way street. It’s no longer enough to simply “broadcast” to your customers. Faithful followers of your brand demand conversation and acknowledgement of loyalty, and they demand it through the channels they dictate, not the other way round. The most successful campaigns build interactive dialog with the customer across all channels, optimizing contact throughout their journey. But if brands are to capitalize on this new breed of customer behavior, they must first put in place the analytics that will deliver the deep customer insights that are the hallmarks of a successful crosschannel campaign strategy. However, while it goes without saying that insight, segmentation, predictive and location analytics should be components of any advanced cross-channel marketing program, getting the right analytics varies according to the sophistication of your campaign, how frequently you interact with the customer and through which channels you interact with them. In this presentation, we’ll take a look at the different types of analytics available, along with the benefits of each and the essential customer data you need in order to build them. We will try to help you understand more about how and why analytics can help you increase your campaign’s performance and customer value.

Biography Philippe Jaoui is MD Data Analytics and Consultancy for Experian Marketing Services in EMEA. Doctor in Mathematics and Economy, Philippe began his carrier in 1983 in the Credit Agricole group as a junior analyst, before joining COREF, a French consultancy start-up as a Senior Consultant in banking. Philippe joined Experian Decision Analytics BU in 1998 as French Leader and then held several positions for Experian Marketing Services within EMEA. During these years, Philippe acquired a strong expertise in analytics (risk and marketing) through multiple positions held in numerous European countries. His experiences cover different vertical market, including retail sector and retail banking. Passionate about Italian early renaissance painting and quantic physic, Philippe is based in Paris, married with two children.

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day one Parallel Sessions speakers

Italian Round Table - in Italian language Fabrizia Giacomini Legal and Corporate Affairs Director & Head of Regulatory Developments, EMEA Experian

Carlo Gabardo Senior Global Consultant Experian

Marcello Gazzola Senior Product Consultant Experian

SIC, SIT e SCIPAFI: orizzonti attuali e possibili scenari futuri nel mercato italiano Le ultime modifiche che la nuova regolamentazione apporterà al mercato delle telecomunicazioni. Obiettivi:

• Aggiornare circa le novità in ambito SIC, costituzione del SIT e sistema pubblico di prevenzione delle frodi.

• Illustrare il graduale processo di integrazione dei sistemi al fine di ottenere una

completa visione del cliente sia sotto il profilo del merito creditizio che della verifica dell’identità.

• Illustrare i principali requisiti per la partecipazione e l’utilizzo di tali sistemi. • Fornire una panoramica dei possibili scenari futuri di sviluppo delle soluzioni.

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day one Parallel Sessions speakers

Biography Fabrizia Giacomini Fabrizia Giacomini is Legal and Corporate Affairs Director and Head of Regulatory Developments for EMEA at Experian. Fabrizia has developed a thorough expertise in the field of data protection and has a great deal of experience in working with regulators in Italy and Brussels. Fabrizia participated with the Data Protection Authority in Italy at the creation of the Italian Code of Conduct for credit information systems and is now involved in the works for the set-up of a vertical database in the Telco sector and of a “public fraud prevention system on consumer credit”. As a part of her role, Fabrizia provides support and guidance on projects or issues related to National and EU regulatory framework.

Biography Carlo Gabardo Carlo Gabardo is Senior Business Consultants at Experian’s Global Consultancy Practice and he is also part of the EMEA Telco Vertical Market Team. Carlo has over sixteen years of experience in the credit risk management domain and during his career he has covered all the most relevant areas of the discipline for the main portfolios (Retail, Small Business, Corporate) for financial institution and Telcos. With Experian, Carlo has led many consulting projects across the world (Europe, Asia and Latin America), covering several areas (Basel, SME and Retail lending, Telecommunication etc.). Before joining Experian Decision Analytics, Carlo has worked at Accenture Business Consulting, mainly operating in the Basel area and supporting major financial institutions in the implementation of complex “vertical” (models, process, IT systems) projects. Carlo’s experience started with ExperianScorex, where he held several different roles ranging across delivery and consulting areas of the business. He worked mostly with Italian and Greek clients and he also managed the local consulting team and country operations in Greece. Carlo has also worked several years at Prometeia, one of the leading economic research and financial risk consultancies in Italy. There he managed several projects for the design and implementation of credit risk management systems for important banking institutions also providing Basel advisory.

Biography Marcello Gazzola Marcello joined Experian in 2005. Supported by a strong analytic and consultancy approach, Marcello helps customers to identify best services. As senior Credit Bureau product consultant, Marcello maintains and develops credit bureau value added products based on credit bureau data. Since 2012, Marcello is focused on the telco sector in Italy in order to demonstrate, through business case and ROI model analysis, the benefits of credit bureau data and services on their credit verification process.

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day one Parallel Sessions speakers

Customer Intimacy Phil Watson Global Client Consultancy Director Experian

Pre to Post Migration - How to use internal and external data sources to proactively pre-qualify subscribers for pre to post migration Telco’s around the world are continuously aiming to maximize the value of the subscriber base by upselling them to higher ARPU plans. One of the main opportunities is the pre-paid subscriber base and their lower ARPU versus post-paid subscribers. Targeting the pre-paid base to migrate them to a post-paid account often results in significant Never Pay churn and customer disillusionment. The session will consider how utilizing various internal and external data this process can be improved upon, resulting in a successful migration stream added to the post-paid base each month.

Biography Phil Watson is a credit professional with 32 years experience in the finance operations and credit management functions. He held senior executive positions in leading companies of the mobile telecommunication sector, working seven years at Orange as Head of Credit Management and three years at Hutchinson 3G (3) as their Director of Finance Operations and Credit Management. Phil has an extensive credit background also in banking with five years as a Branch Manager and seven years in the credit card industry before moving into Telco in 1995. Phil has a BSc in Mathematics from Liverpool University and he has been a member of the Institute of Credit Management in the UK since 1992.

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day one Parallel Sessions speakers

Fraud Prevention Hugh Steed European Director 41st Parameter

How to use telecom data to prevent attack of cybercrime while ensuring a smooth customer experience Telcos are making it easier for consumers to sign up, manage accounts and make purchases on-line - this is being driven by in part by consumer demand but also in response to competitor innovation. In making their services more available but reducing face to face interaction, Telcos are becoming increasingly reliant on identity verification and associated checks. However, what do Telcos do when the identity and payment data presented is perfect‌ but does not belong to the person using it? This session will discuss how industrialized fraud will present a major challenge to Telcos and how innovative fraud strategies can provide an effective defense.

Biography Hugh Steed is European Director of 41st Parameter, the leader in digital fraud prevention, acquired by Experian in 2013. At 41st, Hugh works with tier one financial institutions, e-commerce merchants, airlines and telecoms enabling them to counter on-line fraud and cyber crime attacks on their businesses. Prior to joining 41st Parameter, Hugh has enjoyed a near 20-year career in telecoms, holding senior marketing positions at Microsoft and leading the European technical operations at several successful Silicon Valley companies. Hugh has a MSC in Telecoms from University College London and a BEng in Electronic Systems from the University of Ulster.

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day one Parallel Sessions speakers

Growth and Innovation Kevin Poe Global Client Consultancy Director Experian

Banks and telcos - friends, foes, or something in between For a number of years, banks and telecommunication firms have been increasingly invading - or at least considering invading - each other’s space. As both groups strive to maximize the value they derive from their customer relationships and their customer data, this trend will continue as will some level of ongoing mistrust. This interactive session will look at the drivers of this potential conflict and highlight the spectrum of strategic options and critical considerations from the perspectives of both sides.

Biography Kevin Poe is a Client Consulting Director working within Experian Decision Analytics’ Global Consulting Practice. He works with clients on a broad spectrum of issues, including customer experience, multi-channel sales and service, analytics, business process, and marketing strategies. He has held senior positions at Capital One, SunTrust Bank, and McKinsey in a wide range of roles in North America and Europe. He has worked extensively for and with banks for over 15 years following roles in engineering and consulting for industrial manufacturers and energy companies. Kevin has an MBA from the Anderson School at UCLA plus an MS in electrical engineering and a BS in applied physics from Georgia Tech.

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DAY TWO CONFERENCE SPEAKERS


day two conference speakers

Nguyen Dinh Chien Deputy CEO MobiFone

How to create a postpaid experience to the prepaid subscriber base The presentation will give an insight on how MobiFone has rolled out dynamic airtime advances to its prepaid subscriber base, creating a progressive post-paid experience to its prepaid subscriber base. The presentation will cover lessons learnt, key metrics being achieved, and the future developments that this capability and related performance data will unlock.

Biography Since July 2010 Nguyen Dinh Chien has been the Deputy CEO of MobiFone Vietnam, responsible for Sales, Marketing and Customer Care. Nguyen Dinh Chien has more than 20 years of experience in mobile business and 15 years in doing prepaid business in Vietnam Market, in which there are over 90 million subscribers. MobiFone was founded in 1993 and is currently the second largest of the 3 major Mobile Network Operators and is the market leader when it comes to ARPU. MobiFone has launched Dynamic Airtime Advance in March 2014 in co-operation with Experian. MobiFone is also in discussion with Experian on the handset financing model to support its plan to distribute entry smartphone across all MobiFone shops in Vietnam. Nguyen Dinh Chien was one of the key architects behind the growth of Mobifone since its inception in 1993. He has received numerous awards and recommendations from MobiFone and VNPT. In 2008 and 2011, Nguyen Dinh Chien was the recipient of the Oustanding Contribution Award from the Ministry of Information and Communication (MIC) in Vietnam. Nguyen Dinh Chien has a Bachelor of Economics from National Economic University Hanoi and a Master of Business Administration from Asian Institute of Technology in Thailand.

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day two conference speakers

Corradino Corradi Head of Fraud Management Vodafone Italy

How to unlock the value of telecom data to gain customer insight and prevent fraud Vodafone Italy will present their main challenges in protecting company revenues and how during the recent years they have implemented advanced anti-fraud strategy that makes use of “smart data�. The presentation will illustrate examples of benefits of big data in the area of pre-paid abuses, post-paid subscription fraud and card-not-present fraud in e-commerce and m-commerce.

Biography Corradino Corradi is currently Head of Fraud Management at Vodafone Italy. He has more than 10 years of experience in information security, anti-fraud management and business continuity. Other areas of security expertise include risk management, privacy and data protection and compliance. In addition to being certified as a CISM, CFE and CBCP, Corradino Corradi holds an Electronic Engineering degree from the University of L’Aquila. He is a board member of Business Continuity National Association and a member of the ACFE and ISACA associations. Before working for Vodafone, he had managerial and technical role in national and international telecommunication operators, banks and telecom manufactures.

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day two conference speakers

Gill Miller Head of Risk and Pricing Phones 4u

Driving originations efficiency through rapid testing and agile strategies This presentation shall focus on how Phones 4U and their MVNO Life Mobile are using alternative triggers and data sources like Early payment performance, cancellation rates, churn rates to test and learn and adjust strategies in a 3-week cycle which is substantially faster than more traditional approaches.

Biography Gill Miller As Head or Risk and Pricing at Phones 4u in the UK, Gill has responsibility for the fraud and credit risk strategy across the business to balance risk and reward, working closely with UK network partners. Gill joined Phones 4u in February 2013 just ahead of the launch of their MVNO LIFE Mobile and since then Gill and her team have been rapidly enhancing the analytics, credit policies and systems that support the growing customer base. Prior to Phones 4u Gill spent 20 years working for a number of retail banks including HSBC, M&S Bank and Cooperative Bank covering a variety of credit risk management roles including customer risk management , acquisition risk strategy , collection strategy and credit reference agency strategy/relationship management. Gill has a degree in Systems Modelling/Operational Research from Sheffield Hallam University and a diploma in Bank Card Management.

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day two conference speakers

Hurcan Coskun Credit Risk Manager Avea

How to use telecom data to improve the collection process This presentation will focus on transforming data to knowledge and how to minimize gaps between data, knowledge and execution. You will get an insight and experience to find an answer to the following questions:

• Are we capable enough to transform the data to knowledge, strategy and execution? • How much of our data are we able to harvest for increasing collection and decreasing bad debt?

• Where are we on the road of data driven strategy? Are we only a reporter or a game changer?

• Do we have a well-defined, comprehensive plan and check list for extracting hidden knowledge?

• How can we know which customers are at risk of late payment? • How do we target customers to take best action in the dunning process? • How do we decide which dunning action works best for which customers? • How should we decide the most proper time for dunning actions? Biography Hurcan Coskun is Credit Risk Manager at Avea Telecommunications. He is responsible for credit risk strategies, customer vetting process, collection system strategy management and predictive analytics projects including managing new data mining projects, developing and updating behavioral/application risk scoring models based on statistics/data mining techniques, and preparing assessment reports. He has 6 years of experience in credit risk management in the Telecom sector and 9 years in the predictive analytics area as credit risk, strategy and business development manager. During his professional career in the Telecom sector and the predictive analytics area, he has designed and managed new business projects based on analytics for the telecommunications, energy, retail, health care, pharmaceuticals, defense, textile, logistics, airline and transportation industries in Turkey. Hurcan has a BSc in Management Engineering and is currently studying Master of Statistics degree.

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day two conference speakers

Jenny Thronaes Product Manager One Call (Tele2)

How to unlock the value of data to engage with clients and grow in a mature telecom market through customer insight - the One Call experience The presentation will focus on the secrets of success for one of Tele2’s brands in Norway (One Call) and what has allowed the company to grow in a fully penetrated market. One Call has been the innovator in the Norwegian market. Using customer data in a smart way has been key to introducing products that have been successful. Next to giving insight into One Call strategy, the presentation will go more into detail on a recent product launch that challenged the market by offering a new type of subscription to customers that have an extremely low credit score.

Biography Jenny Thronaes has been working for Tele2 for almost two years now. She started off as a global executive trainee for market area west (The Netherlands, Austria and Germany) where she worked with the CEO on a daily basis. This allowed her to get to know the company from a very high, strategic level. After her traineeship she moved to Norway to work as a product manager at One Call. One Call is the quickest growing telecom company in the Norwegian market and also scores highest on customer satisfaction. Having worked in two such different places in the Tele2 group she has been able to gain a rather broad perspective on the company, its strategy and its challenges. Since she started at One Call she has been in charge of many projects such as the 4G launch, developing the One Call data strategy and various other product launches.

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day two conference speakers

Burak Kilicoglu Principal Consultant Experian

Mobile driven customer experience Mobile is quickly becoming the preferred channel in our daily lives. This growing channel is bringing many opportunities as well as posing many challenges. To take advantage of the opportunities, you need to provide a consistent experience across channel and across devices. This presentation will discuss how customer value and relevance can be optimized through one view of customer and how you can have clarity in your customer interactions.

Biography Burak has over 18 years of experience in various strategy and operational roles within Risk Management, Collections and MIS areas. Burak worked at MBNA (Bank of America) as a Customer Assistance - customer management and collections - Strategies Department Manager, Discover Card (Morgan Stanley) as a Portfolio Risk Manager, Whirlpool Financial Services and Transamerica as a Portfolio Risk Manager. Since joining Experian, he has worked with clients from the finance and telecommunications sectors supporting them achieve benefits from acquisition, customer management and collections solutions.

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CONFERENCE INFORMATION


Conference Information

Floorplan

FOYER DELLE SIGNORIE Innovation Centre and Coffee Break

FARNESE Collection and Fraud Parallel Sessions

VISCONTI Main Session

BAGLIONI Customer Intimacy Parallel Sessions

BORGIA Italian Round Table and Growth and Innovation Parallel Sessions

TIVOLI Lunch

Registration and One-to-One Meetings desks

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Conference Information

Conference Room Details Main Session - 12 and 13 June

Room Floor Visconti Ground

Parallel Sessions 1st round - 12 June:

• Collection • Customer Intimacy

Farnese Ground Baglioni Ground

Parallel Sessions 2 round - 12 June: nd

• Fraud Prevention • Customer Intimacy • Growth and Innovation

Farnese Ground Baglioni Ground Borgia Ground

Italian Round Table

Borgia Ground

Breakfast - 12 and 13 June

F&B Foyer Ground

Lunch - 12 and 13 June

Tivoli Ground

Coffee Breaks - 12 and 13 June

Foyer delle Signorie Ground

One to One Meetings - 12 June Giotto Ground Social Dinner - 12 June Appointment at the Sheraton’s lobby at 19.00 Social Dinner This year the social dinner will take place at the Macro 138 restaurant in Rome (address: Via Nizza 138, Rome). The transfers will be arranged as follows:

• 19.00: appointment at the Sheraton’s lobby - the shuttle will leave at 19.30 • 0.00: departure with direction to the Sheraton Rome hotel For people that have their own means of transport, they are required to arrive at the dinner venue by 19.30. Recommended dress code Forum sessions - Thursday 12th and Friday 13th June: Business attire Social Dinner - Thursday 12th June: Smart suit for gentlemen and evening cocktail dress for ladies

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Conference Information

Conference Venue Details Sheraton Roma Hotel Viale Del Pattinaggio, 100 - Rome 00144, Italy T: +39 06 54 5370 35 F: +39 06 59 40689 E: andrea.ferruzzi@sheraton.com Check-in and Check-out For all delegates staying at the Sheraton Roma Hotel, check-in and check-out times are below: Check-in Not guaranteed before 3.00 p.m. Check-out

Until 10.00 a.m - An early check out on Thursday 12 June evening is available to conference delegates, in order to provide the opportunity to attend the event’s Day 2 program.

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Conference Information

Contact Details Should you have any queries during the event, please do not hesitate to contact us at any time. In the two-day conference, the Conference Information Point, situated in the foyer area, will be managed during the following times:

• Thursday 12th • Friday 13th

from 08.00 to 18.00 from 08.00 to 14.00

If you need assistance outside these times you can contact: Event Management: Clementina Papagianni M: +30 6941 404892 clementina.papagianni@AltaMiraevents.com Logistics: Maria Katsifi M: +30 6936 524481 maria.katsifi@AltaMiraevents.com One-to-one Meetings: Carlos Alonso M: +34 670 201 828 E: carlos.alonso@experian.com

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Innovation Centre


SOLUTIONS CORNER

During the networking breaks on June 12th and 13th all attendees are welcome to visit the Solutions Corner in the Foyer area, which showcase Experian solutions, demo and product clinics presented by Experian experts. 41st Parameter: Device Insight and FraudNet The pod will show how Experian’s 41st Parameter Device Recognition technology can be used for fraud prevention and detection in online environments. Analytics for Telecom Customer Intimacy Telco providers want to know, with a reasonable degree of certainty, that if they provide services to a consumer or a business that they are going to get money back. In trying to do this they have access to a wide and bewildering array of information about the individual or the business. The decision about how much weight to give to each piece of information - what is important and what is not - is a very difficult one to make. The pod describes how using analytics at any stage of customer life cycle is possible to summarize all of the complex information available focusing on the telecoms market reality. Decision Analytics: meet PowerCurve PowerCurve™ provides greater agility, flexibility, control and insight. It unlocks the value of your data and empowers your decision makers to better predict customer behaviour, anticipate change, reduce risk and drive strategic decision-making. TM

Dynamic Airtime Advance (DAA) Dynamic Airtime Advance (DAA) consists in a service that offers subscribers reaching zero or low balance the o pportunity to accept an instant airtime top-up offer, against a given fee. This innovative service, provided by Experian via its proprietary DAA platform, can offer significant financial rewards. By using pre-paid mobile utilisation, top-up patterns, and performance on previous airtime advances, DAA computes for each subscriber if they are eligible to the offer and if so the optimal amount and price of airtime advance offer, to maximise take up and generated revenue while minimising credit risk. Benefits for MNO:

• Increased revenue • Reduction in churn • ARPU improvements Information on personal meetings with Experian experts can be requested at the “One-to-one” Information Point situated at the event’s foyer area.

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NOTES


Notes:

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International Telecom Forum website: www.experian.it/experian-telecom-forum-2014


Telecom forum 2014 delegate book preview