Innovative Technologies,
Tools & Services to Drive Smartphone Performance
& Customer Loyalty

Hosted by:

Telus


www.telus.com


When

November 8-9, 2012

Where

Delta Toronto
Airport West Hotel

Mississauga, Ontario Canada

MORE HOTEL INFO >>

Register

Limited to 100 seats

First Registered, First Served!

No Press. No Analysts. No Consultants.
No 3rd Party Sales Reps.


Confirmed Carriers

AT&T
Telus

Confirmed Speakers or Panel Members

App Quality Alliance
Azimuth Systems
B2X Care Solutions
CarrierIQ
Cellebrite
Jabil
LG
LogMeIn
P3 Communications
RIM
Sony Mobile
Spirent
w2bi
W.L. Gore & Associates

Agenda

DAY 1 November 7

Wednesday

7:00 PM

Social and Networking

Reception and Registration

Hotel

DAY 2 November 8

Thursday

7:00 AM

Networking Breakfast and Continued Registration

Hotel

 

8:00 AM

Opening Remarks and Self-Introductions

Each person will be asked to introduce him/herself and show how they can contribute to this process.

IWPC

 

9:00 AM

Host Keynote Opening Remarks and Presentation

  • Best in Class “Thinking” around Repair Prevention
  • What are the Main Opportunities for Repair Prevention?
  • The End to End Quality/Value Chain
  • Assessing The Effectiveness of Today’s Point of Sale Validation Process

Driving Customer Loyalty Through Innovation in the Repair Transaction

Director, Technology Strategy,

Wireless Devices

Director, Products and Services,

Customer Solutions

 

Telus

 

10:00 AM

Networking Break

 

10:40 AM

Improving the Quality of Mobile Applications

  • How Do We Help Developers Further Improved the Quality of Mobile Apps for the Benefit of the Industry as a Whole?

  • Encouraging the Adoption of Sound Working Practices and Unified Testing Criteria to Increase the Quality of Mobile Applications

  • Providing Accreditation and Promotion of Quality Applications

Improving the Quality of Apps At-Source to Reduce "No-Fault-Found"

Director of Technology, Orange &

Chairman of AQuA

 

App Quality Alliance

AT&T LG
Motorola Nokia
Oracle Orange
Samsung Sony

 

11:20 AM

Mobile Operator Perspectives

  • Understanding Impact of Device Evolution on Warranty Management

  • What are the Trends for Device Failures?

    • Identifying the Problems and the Challenges?

    • What Impact do Downloaded Applications Have on NFF?

  • What Does the Customer Expect?

    • Reducing Customer Frustration and Potential Churn

  • Providing a Perspective on the Device Management Roadmap

After Sale Support in a New Device World

Warranty/Care Logistics Manager

 

AT&T

 

12:00 PM

Networking Lunch

 

1:00 PM

OEM Perspectives

  • What Value is Point of Sale Field Test Data to an OEM?

    • Brand Loyalty - Will Fixing These Phones Quickly Increase Brand Loyalty to the OEM?

    • Minimize Switching to Another Brand Because of a Bad Return Experience?

  • What is the Minimum Set of Field Test Data Required from Operators (KPIs) to Assist in Product Development?

    • Goal - Set Minimum Set of Reference KPIs and Ask Each OEM to Implement

    • What is the Value Proposition to OEM to Create Such a System?

  • OEM Reporting Tools - What are the Challenges, Opportunities and Trade-offs?

  • What Level of Testing/Validation can be Achieved at the Point of Sale, Service Center or Over-the-Air/Online

    • OEM Specific Tools

    • Universal Systems

  • What Quality of Experience and Service Level is Needed to Protect the OEM Brand?

  • What Innovations are Needed to Improve or Increase Device Reliability?

Attacking Returns: The Journey Towards Mobile Customers' Loyalty

VP Engineering, Quality & Customer

Advocacy

 

LG

 

Ensuring Customer Quality

Sr. Project Manager, Quality

 

Sony

2:30 PM

Networking Break

 

3:10 PM

Technology Drivers and Enablers

  • Innovations, Methods and Techniques to Reduce Field Returns and No-Fault-Found

Today's Smartphones - Maintaining Performance in Real World Conditions

Product Engineer Support

 

W.L. Gore & Associates

 

3:50 PM

Panel Session

  • Identifying Best Practices to Exceed Customer Expectations

Confirmed:

 

AT&T LG
RIM Sony
Telus  

 

4:50 PM

Adjourn for Day

 

6:30 PM

Bus Leaves for Dinner - CN Tower

Bus Transportation provided to and from hotel.

DAY 3 November 9

Friday

7:00 AM

Networking Breakfast

Hotel

 

8:00 AM

Smartphone Test & Validation Tools

  • What Part can 3rd Party Systems Play in Reducing Field Returns and NFF?

    • Point of Sale

    • Service Center

    • Online Tools

    • Over-the-Air

  • Can Universal Systems Keep Pace with Evolving Device Variants and Increasing Downloadable Applications?

  • Assessing What 3rd Party Tools Can/Can't Do

  • LTE Network Optimization Evolution and Device Impact Considerations

  • Optimizing Battery Power Consumption and Temperature Control

  • Considerations on VoLTE Audio Quality

  • Global Network Interaction

  • Video Quality

  • Killer Apps

Real World Test - Recreating and Automating Dynamic Real World Environments and End User Experience in the Lab

Senior Marketing Manager

 

Azimuth Systems

 

Closing the Loop: Connecting Pre- and Post-Launch Testing for Return Reduction and Product Improvement

 Senior Regional Sales Manager

 

Spirent

 

Repair Avoidance: The Practice of Successful Implementation for Cross Channel Repair Avoidance

Director - Product Management

 

Cellebrite

 

10:00 AM

Networking Break

  

10:30 AM

Smartphone Test & Validation Tools (Continued)

Customer Experience and Diagnostics

Senior Director, Solutions

 

Jabil

 

Smart Device Return Prevention at Post Launch

VP, Bus. Dev. & Strategy

w2bi

 

LTE - Customer Loyalty Strategies for Smart Phones

VP, Operations

 

P3 Communications

 

12:30 PM

Networking Lunch

 

1:30 PM

Smartphone Test & Validation Tools (Continued)

Repair Avoidance - Bringing Down No-Failure-Founds and Increasing Customer Satisfaction

VP, Corporate Development

 

B2X Care Solutions

 

Understanding Device & Network Performance in Care

VP, Marketing

 

CarrierIQ

 

Decrease Costs and Increase NPS Through Optimized Issue Resolution

Senior Product Manager

 

LogMeIn

 

3:30 PM

Networking Break

  

4:00 PM

Closing Discussion

  • Defining a Minimum Set of Test and Validation Requirements for:

    • OEM Specific Solutions

    • 3rd Party Solutions

Confirmed:

 

AT&T LG
RIM Sony
Telus  

 

5:00 PM

Takeaways and Closing Remarks

IWPC

5:45 PM

Adjourn

 

FAQs

  1. What is the deadline for handout materials?
  2. What can I do to prepare for speaking an at IWPC workshop?
  3. Who are the attendees?
  4. What are the costs/registrations fees?
  5. Hotel information?
  6. What are the travel options from the airport to the hotel?
  7. Are there any audiovisual requirements?
  8. Will business cards be collected?
  9. What is the dress code?
  10. How will handout materials be provided?
  1. What is the deadline for handout materials?

    Deadline for electronic version of handout materials: Wednesday, October 24th, 2012.

  2. What can I do to prepare for speaking an at IWPC workshop?

    Click on the link below for a short video guide regarding preparing for and improving your IWPC presentation:

    Video: IWPC Speaker Guidelines

  3. Who are the attendees?
    • We do not permit the Press.
    • We do not permit Analysts.
    • We do not permit Consultants.
    • We do not permit 3rd party sales reps.
    • We only permit "first hand knowledge experts" in business and technology issues, prepared to contribute to the discussion.
  4. What are the costs/registrations fees?

    ALL Hosts, Speakers, Panel Members and Attendees will be asked to cover out-of-pocket workshop costs such as conference room costs, food (Social Reception plus First Day breakfast/lunch/dinner plus Second Day breakfast/lunch plus 4 Breaks), Presentation materials, audio/visual costs, etc.

    These costs will be $684 (USD) per person. (For IWPC Members only.)

    ALL Hosts, Speakers, Panel Members and Attendees will be asked to pay this fee in advance with either Visa, Mastercard, American Express, cash, personal check or business check. Make checks payable to IWPC.

  5. Hotel information?

    Delta Toronto Airport West Hotel
    5444 Dixie Road
    Mississauga, Ontario L4W 2L2 Canada
    +1 (905) 624-1144
    www.deltatorontoairportwest.com

    Please contact the hotel directly at +1 (800) 737-3211 for reservations.  Mention the IWPC room block rate of $129.

    Cut-off date for reservations is Thursday, October 25th, 2012. After that date rooms cannot be guaranteed at the IWPC rate.
  6. What are the travel options from the airport to the hotel?

    Complimentary transportation shuttle from Pearson International Airport.

  7. Are there any audiovisual requirements?

    A Computer Projector will be available for the speakers.

    In addition, we audiotape all presentations and the interactive discussions. Post workshop, presentations are made available to IWPC Members on the IWPC WEB site, along with “movies” of all presentations and panel sessions.

  8. Will business cards be collected?

    Business cards will be collected at the door from all attendees. We will make copies of these cards, which will be available to all who provided a business card.

  9. What is the dress code?

    Business casual suggested. No ties, please !!

  10. How will handout materials be provided?

    IWPC prepares a memory stick with ALL presentation materials delivered to the IWPC on or before the deadline.

    For ALL IWPC members:

    All IWPC members are invited to submit materials to include on this memory stick. These pages should NOT BE SALES MATERIALS. Rather, we suggest it contain technical information about your technology as it relates to the workshop topics.

    For all companies who will be making a presentation at the Workshop:

    You are invited to submit an advance copy of your presentation, complete with graphics and illustrations.

    These materials will be handed out at the workshop and included in the IWPC Web site.

    Please submit these materials either by email, as a Word for Windows file, Power Point files or PDF files.

    Please use this FREE FTP site to send electronic materials (any size file):

    IWPC FTP Transfer