• linkedin
  • twitter
  • facebook
  • youtube
  • lanyard

Customer Experience Management in Telecoms: Global Summit 2014

27 - 30 January, 2014

London, UK


Download the 2013 Brochure

Download the Agenda

Register Now 

Register by Friday, November 01, 2013 and receive up to €350 off!

Featured Speakers
Robert Lamb
Robert Lamb
Director of Contact Center Services
AT&T
Jan Šafka
Jan Šafka
VP of Transformation & Innovation Customer Services
Deutsche Telekom
Mukul Agrawal
Mukul Agrawal
Director of Customer Experience Execution
Optus
Subhra Das
Subhra Das
EVP of Marketing & Customer Experience
du

Past CEM in Telecoms attendees said

“I thoroughly enjoyed the event, it was a good mix of delegates and I found the content of the presentation to be first-class. I’ll be taking loads of new ideas away with me and it was also great for networking.” Tim Kitchener, Customer Experience Manager, Kcom

Sponsorship Opportunity

Benefit from maximum networking, branding and thought leadership opportunities at Customer Experience Management in Telecoms . Find out how past sponsors improved their ROI.

Online Communities:

Online Communities:

Quick Links

 Mark Your Calendar



Tell a Colleague 

IDGA

Become a Telecoms IQ Member and receive our weekly newsletter!


Sponsors & Exhibitors
Media Partners

Welcome to the 4th Customer Experience Management in Telecoms Global Summit

The 3rd Customer Experience Management in Telecoms: Global Summit in January this year was a huge success with better than ever operator attendance and a panel of speakers that were second to none in the market. With over 80 operators attending and 70% at CMO, VP and Director-level, the summit firmly secured its position as the world-leading CEM in Telecoms event.

The feedback from those who attended was phenomenal with many praising the high quality of the programme content and of the participants, which are the best of any similar event on the market. Some of the highlights from the 26 CEM case studies included global perspectives from AT&T on supporting a multi-channel customer experience and Optus on measuring the ROI of CEM programmes. Plus, Google discussed how to optimise the digital customer experience.

The interactive panels and roundtable sessions were popular formats, enabling attendees to dive deeper into issues such as emotional customer engagement, employee experience and CEM cost saving opportunities.

Topics increasing in overall priority at this year’s summit (and demonstrated in the downloadable results of our on-site ‘State of CEM in Telecoms’ survey) include: stimulating customer advocacy and ‘promoters’, securing senior management commitment to CEM and embedding CEM across the organisation. Finally, self-service was identified as an important yet under-developed channel, and overcoming challenges such as information and departmental silos were highlighted as necessary for CEM progress.

Another key differentiator for the event was the quality of networking opportunities supported by 20 hours of interactive sessions in the programme. The ten sponsors of the event had many productive meetings to establish potential collaborations and one sponsor even reported that they had secured business with two operators off the back of the CEM event series.

Whilst generally agreed to be the best yet CEM in Telecoms Global Summit, many good ideas were shared on how to grow the event even further next year and innovate to make it an even better experience for everyone. Stay tuned for updates on the 2014 programme!

CEM in Telecoms Brochure

  • Download the Customer Experience Management in Telecoms 2013 brochure now to view the 2013 programme, operator case studies, speaker line-up, workshops & much more!

Exclusive Past Speker Interviews

Reasons why you should attend Customer Experience Management in Telecoms:

  • Benefit from the most comprehensive CEM in Telecoms programme featuring world-class speakers
  • Learn from an unrivalled panel of CxOs, VPs and Directors in charge of the customer experience from leading global operators
  • Benchmark your CEM strategies against advanced international and cross-industry case studies
  • Join the world’s premier meeting place for the CEM in Telecoms community – over 80 global operators gathered in 2013
  • Over 20 hours of interactive sessions to maximise your networking opportunities

Top case studies at CEM in Telecoms 2013:

  • Discover how Optus are accurately measuring the ROI of their customer experience programme and driving tangible results in the short- and long-term
  • Establish how Vodafone Netherlands are overcoming the multi-channel challenge and delivering a simple and consistently positive customer experience
  • Hear how MTS Russia are managing organisational change through employee engagement and customer-centric KPIs
  • Learn from AT&T how to exploit emerging contact center trends to transform your customer experience
  • Understand how BT are putting the customer at the heart of their products and services by focusing on customer-centric design