Customer Experience Management in Telecoms

E: enquire@iqpc.co.uk | T: +44 (0)207 036 1300

Welcome to the 14th CEM in Telecoms Global Summit!

Aligning product, process and people to deliver on customer expectations in the digital world

Year after year the CEM Summit returns, helping telecoms businesses around the world to take their CX strategies one step further. As customer interactions keep shifting and technology keeps offering new innovative solutions, the influential market players are once again coming together to set the tone for where the areas of key focus will lie in the upcoming year, and beyond. Although there are many challenges and obstacles to overcome, the question on most people’s minds is “How do we keep the pace with our customers to remain relevant in the highly digitalised world of increased competition from new arising sources?”

This year operators, alongside the likes of Verizon, AT&T, Orange, Jio, du, PTCL, Vodafone, Sky and many more, will gather to assess telecom limitations and seek out opportunities for CX and revenue growth through thinking outside of the box of standard offerings, common CX processes and customer service. We will look at the new and old-age customer touch-points, such as retail, contact centres and self-service and behind the scenes of customer communication to find out what the customers need from telecoms and how to deliver it effectively.

Do not miss the opportunity to join our expert practitioners, learn from tangible case studies and discover how to improve your CX and generate revenue with our three streams:

Digital Transformation

Products & Services

Delve deeper in to what you are offering your customers and how you position it.

You will cover topics, such as re- imagining the customer service model, utilising chatbots to build customer relationships, using retail as a CX opportunity, network innovation and IoT implications.

Organisational Culture

Process

Optimise processes to deliver on the promises you make to your customers.

You will cover: contact centre transformation, high touch CX, utilising VoC and intelligent customer insight for personalisation, operationalising CX and agile delivery and omni-channel architecture.

Customer-Centricity

People

Maximise potential in customer facing employees and take advantage of the human factor in CX.

This stream will look at customer centric culture as a competitive advantage, employee engagement and frontline delivery, fostering talent and innovation spirit to drive long-lasting experience improvement.

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