Operators across the spectrum are toying with new techniques to handle customer concerns and complaints. From social networking interactions to self-care services, service providers continue to experiment with customer service options that may be cheaper and more effective than standard, expensive call center systems. But how are these efforts playing out? And will call centers eventually fade away?

Featured Speakers:

Ahmed Khattak
Founder and CEO
US Mobile

Ahmed Khattak is the founder and CEO of US Mobile, a wireless carrier that lets customers personalize their plans so that they only pay for what they use. Named to Bloomberg Businessweek’s “Top 25 Entrepreneurs under 25,” and Under30CEO’s “Top 30 Most Influential Entrepreneurs under 30. Selected as one of the top 100 companies by Empact100, and received the “Most Industry Disruptive Company” award in a White House ceremony. U.S. Chamber of Commerce panel for Youth Entrepreneurship and the finalist for Entrepreneur magazine's "Entrepreneur of the year for 2013."

Marci Carris
Senior Vice President Customer Management
Sprint

Marci Carris is senior vice president of Customer Management for Sprint. She is responsible for postpaid and prepaid customer care operations, planning and delivery; call center management; collections, payment operations and fraud; customer experience improvement and call volume optimization; and call center efficiency. Her 15 years at Sprint include several executive positions in Customer Finance Services, both within the Finance and Customer Management organizations.

Phil Kendall
Executive Director Global Wireless Practice
Strategy Analytics

As director of the Service Provider Group service, Phil is responsible for providing strategic and tactical support to leading wireless and wireline operators, equipment vendors, and software companies around the world. He is a regular speaker at industry conferences and has authored major reports on CSP expansion strategies, TMT convergence, Wi-Fi market evolution, service bundling, customer segmentation, video market dynamics, and the evolution of broadband networks.

John Glenn
Vice President Customer Management
Sprint

John has more than 30 years of customer service experience that spans the health care, airlines, financial services and telecommunications industries. John joined Sprint in 2002 and currently leads Sprint’s Consumer Customer Service Organization with over 10,000 agents in the United States and throughout the world.

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