AT THE HEART OF MOTIVATION 2007 are a series of informative general and breakout sessions designed to bring you the best and latest information from Motive executives, customers and partners. You’ll also hear thought-provoking commentary from industry analysts, and see real-world examples of companies implementing next-generation services today.

GENERAL SESSIONS

This year's General Sessions will deliver insights from the industry experts, business leaders and seasoned executives who are shaping the communications industry. Here, you’ll get the latest updates from Motive executives on the company’s vision, product roadmap and market strategy, as well as keynote presentations from Motive customers and the latest market intelligence from top industry analysts.

Countless Connections. One Experience.

Alfred Mockett, Chairman & CEO, Motive

Leading communications providers are transforming their businesses in the race to deliver an expanding menu of digital services to customers. Telecom operators are learning what it’s like to be in the TV business. Cable providers are finding out what it takes to deliver reliable voice service. And mobile voice carriers are merging broadband capabilities with their cellular services. Now, each is being challenged not only to offer multiple, bundled services, but to make those services work seamlessly for millions of subscribers across different devices, networks and geographies. To compete and win in this highly complex, shifting landscape, providers must focus on the one thing that matters most—the customer experience. In this session, we’ll explore the challenges service providers face and the results they can achieve by putting the customer at the heart of their business strategies.

Motive’s Customer-Centered Strategy

Richard Hanna, Chief Operating Office, Motive

Like our customers in the communications industry, Motive’s business has undergone an exciting transformation in the past year, including a renewed commitment to our core communications market, new product developments that target emerging industry trends, and new and extended customer and partner relationships. As a result of this strategic focus, today more than 50 broadband providers worldwide use Motive software, including 80 percent of DSL subscribers in North America and 50 percent of DSL subscribers in Western Europe. In this session, Rick Hanna, Motive’s chief operating officer, will outline the key components of the company’s operating strategy and explain how Motive’s commitment to aligning our business more closely with our customers’ goals is uniquely positioning Motive to play a key role in helping them deliver the next generation of communications services.

Delivering the Next-Generation Customer Experience

Norman Street, Head of Internet Applications and Technology, BT Retail

Over the past several years, BT has transformed itself from a traditional telephony operator into a leading global communications provider by investing in its 21st Century Network (21CN), a next-generation network infrastructure designed around the convergence of fixed and mobile networks and media for the home and small/medium businesses. The 21CN supports a variety of innovative services including BT Vision, which combines broadcast digital TV with on-demand film, TV and music programming; and BT Fusion, the company’s new fixed-mobile telephony offering. In this session, Norman Street, head of Internet applications and technology for BT Retail, will discuss the key technologies BT employs to remotely activate, manage and support these next-generation services, while hiding their complexity from customers and delivering a high-quality, trouble-free digital experience.

The Future of the Internet

John Patrick, Author of Net Attitude, and IBM’s Former VP, Internet Technology

John Patrick, author of Net Attitude and one of the leading Internet visionaries, believes the rapid evolution of the Internet is about to make today’s Internet seem primitive. His presentation and technology demonstrations will bring to life John’s vision of the technological and societal changes underway, and provide examples of how businesses and institutions of all kinds can use the Internet to become “on demand.” John will provide an exciting vision about the power and the potential of the Internet and how it will provide significant advances in order to meet the increasing expectations of an on demand world. John will discuss the key opportunities that are just beginning to surface, and the potential limitations that may stand in the way. More importantly, he will offer a visionary glimpse of the future beyond the Internet as we know it.

Motive Product Roadmap

Neil Dholakia, Senior Director, Solutions Architecture, Motive; Bill Elderton Senior Director, Product Management, Motive

Delivering a simple, seamless customer experience is a top priority for communications providers around the world. But with new, more complex devices and services proliferating at an astonishing pace, achieving that goal is anything but simple. Motive’s broadband and mobile service management solutions are a set of integrated components that work together to help communications service providers manage the growing convergence of voice, video and data services. In this session, you’ll hear how you can use Motive’s service management platform to automate and remotely manage key touch points throughout the service lifecycle and across multiple services, networks and devices. Don’t miss this opportunity to learn about the latest developments and plans for Motive solutions such as Mobile Service Management, Home Device Management and IPTV Service Assurance.

Wi-Fi’s Role in Fixed Mobile Convergence

Frank Hanzlik, Managing Director, Wi-Fi Alliance

A new generation of mobile handsets is allowing subscribers to use the same phone to make calls using either a broadband connection or a cellular network. This type of capability is helping to drive demand for cutting-edge services that seamlessly blend wireline and wireless domains, often referred to as fixed-mobile convergence, or FMC. According to research firm IDC, there will be nearly 47 million FMC users worldwide by 2010, accounting for $24 billion in end-user revenues. In addition, In-Stat forecasts that more than 200 million Wi-Fi/mobile handsets will have shipped by 2010. In this session, Frank Hanzlik, Managing Director of the Wi-Fi Alliance, will discuss how the organization’s work in defining a new set of wireless standards that address the increasing market demands for greater bandwidth, better security, more robust quality of service and a simplified user experience is helping to drive demand for FMC devices and services.

What Do Mobile Customers Want?

Al Kurtze, Director of Executive Business Development, Capgemini

Overall wireless voice revenues are declining, driving mobile network operators to develop and market new rich media services to attract and retain subscribers. At the same time, broadband service providers are striving to deliver more of their IP services via mobile devices. However, these next-generation services have yet to reach their profit potential, leaving providers searching for the magic mix of content, pricing and features that will resonate with mainstream consumers. Making matters more difficult, as these markets continue to converge, operators are discovering that they must transform their businesses to serve customers in new ways, while managing the growing cost and complexity of next-generation mobile devices and services. In this session, Al Kurtze, executive director of business development at Capgemini, a global leader in consulting, technology, outsourcing and local professional services, will identify some of the key challenges providers face in delivering next-generation mobile services to mainstream consumers, and the best practices and processes they can leverage to capitalize on the opportunities in front of them.

INDUSTRY INSIGHTS SESSIONS - TUESDAY, MARCH 6

These sessions will focus on topics that matter most to technology and service providers targeting the Digital Home. Learn which latest technologies and practices can help you solve your most critical challenges, and gather practical information you can put to use right away. Discover the latest strategies for accelerating next-generation services such as IPTV, VoIP, and home networking to market, while mitigating the risks associated with new service rollouts.

Converged Services Management Considerations

Colin Pavey, Programme Manager, BT Retail; Neil Dholakia, Senior Director, Solutions Architecture, Motive

The growing convergence of broadband and mobile services promises to bring consumers more choice and a simpler, seamless communications experience. For carriers, a converged network presents an opportunity to promote stronger integration between fixed and mobile lines of business, which in turn can yield high-impact business and operational synergies. The ability to manage both fixed-line and mobile services from a single, unified management platform is a key component to realizing this opportunity. In this session, BT, one the worlds largest telecom providers, will outline its vision for service convergence, and discuss the key service management requirements of a convergence strategy.
Supporting Advanced Mobile Handsets

Jessica Figueras, Service Infrastructure Practice Leader, Ovum; Ben Geller, Director, Industry Marketing, Motive

Demand for smart mobile devices is growing faster than anticipated as users look for new ways to bolster productivity, stay informed and be entertained. While advancements in handset technology and mobile data services are certain to drive new revenues, they also come at a price for service providers—the complexity associated with these handsets is driving customer service costs up at an unprecedented rate. Additionally, as wireless and wireline technologies start to converge, operators are learning that marketplace success depends on a consistent, seamless customer experience across devices and services. In this session, Jess Figueras, service infrastructure practice leader with Ovum, will outline some of the key strategies service providers should consider when evaluating technologies for managing advanced mobile handsets and mobile data services.
Managing the Digital Home - Panel

Moderated by: Michael Greeson, Founding Partner & Principal Analyst, The Diffusion Group; Paul Dare, Product Manager, BT; Yves T’Joens, Product Unit Head, Home & Access Support Systems Network Management & Home Networking, Alcatel-Lucent; Didier Verheye, Senior Manager, Industry Marketing, Motive

The intense focus on rolling out next-generation IP services is driving one of the biggest transformations in the telecommunications industry in decades. This market dynamic brings with it unique opportunities and challenges, as providers seek to extend their managed network infrastructures deep into customers’ premises. The goal: to reliably and profitably deliver advanced video, voice and networking services to consumers that together make up the “digital home.” Turning this vision into reality requires a new approach to service management—one that prioritizes the customer experience as a prerequisite for the successful launch, adoption, activation and use of these advanced digital services.
Global Trends and Best Practices in Customer Care

Alton Martin, co-founder and CEO, COPC Inc.; Alasdhair Campbell, Director, Worldwide Strategic Account Services, Motive

The customer care sector of the communications industry is undergoing massive change worldwide. New digital services are increasing the complexity of the digital landscape, bringing increased challenges to providers attempting to stem customer churn. In the regions where broadband service and mobile phones are most prevalent, operators are focused on driving down costs in an effort to increase tightening margins. Alton Martin, CEO of Customer Operations Performance Center Inc (COPC Inc.), a global contact center benchmarking and improvement consultancy, takes us on a trip around the world, and back and forward in time, as he describes the most important trends in customer care. From offshoring and outsourcing trends to customer satisfaction best practices, call center operation models and new customer care technologies, Martin will steer the audience around common pitfalls and outline the challenges and benefits of delivering of customer care for converged IP services.

BEST PRACTICES SESSIONS - TUESDAY, MARCH 6

Don’t miss this unique opportunity to learn from the experiences of the Motive experts who are developing, implementing and testing Motive solutions around the world. Discover the technologies and best practices providers are using today to accelerate the rollout of their next-generation services, and learn how you can take advantage of their experience to deliver services that drive new revenues, cement customer loyalty and reduce operating costs.

Reducing Support Costs to Zero

Jess Baker, Project Manager, BellSouth; Alasdhair Campbell, Director of Strategic Account Services, Motive

This is a provocative title—with home devices proliferating in number and growing individually more complex, and new tiers of subscribers entering the market, providers may well question whether lower technical support costs are ever really achievable. In this session, we’ll explore why zero cost is a realistic and even mandatory goal for your support operation, and provide details on the tools and techniques necessary to make it happen. Jess Baker, project manager for BellSouth, will demonstrate the real world successes the company has achieved using some simple, practical approaches that you can apply in your own support center.
Windows Vista: Overview and Implications

Lawrence Sternberg, Practice Manager, Motive

Windows Vista is the latest operating system innovation from Microsoft. A recent award-winner in the Computers and Hardware category at the Consumer Electronics Show, Vista promises to transform the way that consumers and businesses view, find and organize information in order to develop and control a very personal computing experience. Microsoft has embedded features like security, search, backup and restore, networking, parental controls and other features into the new operating system. These embedded tools have serious implications for service providers, many of which have tools in place in customer environments that may now conflict with Windows Vista. Join Lawrence Sternberg, practice manager for Motive Consulting Services, as he provides an overview of Vista and an impact assessment on many of the installation, self-service and technical support processes that providers use today, as well as some practical advice for managing the challenges in making the transition to this new operating system.
Delivering a Seamless Service Experience

Russ Keveryn, Senior Account Executive, Motive

When subscribers have questions or encounter issues, they want the fastest, simplest route to an answer or resolution. Too often, they are forced to first choose from a wide variety of self-service tools used to diagnose the problem before they can proceed. Leading service providers are leveraging Motive solutions to deliver a seamless support experience that offers the ultimate one-stop shop for subscribers. In this session, we’ll explore how Verizon is using Motive’s broadband management software to create a highly automated and intuitive self-service experience that flows seamlessly into efficient assisted service when needed. By focusing on consistency in its branding, marketing and functional behavior, Verizon is making it easy for subscribers to get help by visiting a single location for all their self-service/assisted-service needs. In this session, you’ll learn how this blended service experience is helping Verizon to drive increased self-service usage and reduce service costs.
Service Enablement Innovations with Remote Device Management

Kim Frantz, Data Product Manager, EMBARQ; Eivind Skildheim, Program Manager, HDM, Motive

Motive’s solutions accelerate time to market and drive the cost and complexity out of managing broadband services by enabling providers to automatically deploy, maintain and support advanced digital services. Service providers using Motives Home Device Manger (HDM) to remotely manage CPE such as residential gateways, IP set-top boxes and VoIP terminal adapters are already improving their customers' experience through a variety of service enablement innovations. In this session, you will learn about the customer benefits of a best practice approach to home device management.

MOTIVE CUSTOMER COUNCIL MEETING

Open to all Motive customers and chaired by fellow users, the Motive Customer Council provides a unique opportunity to network with peers in other companies and exchange information regarding the delivery and management of successful, profitable communications services. This forum will also be used by Motive product management to directly communicate important product roadmap updates and key product information. In addition to annual meetings at the Motivation conference, the Motive Customer Council interacts throughout the year to discuss industry issues, share best practices and provide input and feedback to Motive. For more information, please send an email to mcc@motive.com. mcc@motive.com.

APPRECIATION OUTINGS - WEDNESDAY, MARCH 7

After spending a few information-packed days learning about the latest trends and technologies that will help your company deliver a superior customer experience, it's time to relax! Choose your pleasure: a round of golf, or a fun-filled tour of Austin.

7th Annual Golf Tournament

Play a round of golf with fellow attendees at Austin’s world-famous Barton Creek Resort—the Golf Capital of Texas. The tournament will take place at Barton Creek’s Crenshaw Cliffside Golf Course, rated among the "50 Best Courses in Texas" by The Dallas Morning News. The course features broad, rolling fairways, widely-varied green sizes and is a fitting tribute to the way the game was once played. The large, undulating putting surfaces give golfers their biggest challenge. While the average golfer will attempt to use the natural slopes to aid an approach shot, the low handicap player faces the challenge of positioning the ball at the most advantageous point for an approach putt. The tournament will be played in a scramble format with a shotgun start at 8:00 a.m. Players of all abilities are welcome.

Austin City Tour

Austin is the state capital and an entirely unique city in the heart of Central Texas. Spirited and natural. Rugged and eclectic. Rocking and rolling. Here's your opportunity to survey the scene and make sure you experience what makes Austin a top tourist destination. We’ll begin with a narrated historical tour of Zilker Park Botanical Garden, then head downtown to Congress Avenue and the music scene of 6th Street, before arriving at The State Capitol building, which was completed in 1888. We will also drive by The Governor’s Mansion, one of the oldest buildings in the complex, completed in 1865 and one of the oldest in the city. Then, we’ll proceed to the LBJ Library to see first-hand the permanent exhibit of “America from 1908-1973”—an overview of Lyndon B. Johnson’s lifetime that includes Gifts of State, a White House Exhibit and a scaled model of his Oval Office and the First Lady’s Gallery. Tour duration: 5 hours, followed by lunch at Barton Creek Resort.