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:
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.
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.
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.
2018 Speakers Include
Director, Customer Experience & Quality
SVP, Contact Centres
Director, Enterprise Channel Strategy & Insight
Director, Premium Call Centers
VP, Customer Experience
Telefonica Brazil (Vivo)
Founder & Director
VP, AI and Customer Experience
Smart East Africa
VP, Products & Alliences
VP, Customer Experience & Digital
Chief Customer Officer
VP, Software Development, Nokia Digital Experience
VP, Product & Pricing
Head of Customer Insight
Chief Customer Experience Officer
Chief Product Officer
Head of Devices & Mobile Broadband
Head of Product & Business Development
Chief Experience Officer
VP, Customer Experience
VP, Customer Experience
VP, Marketing & Digital, Central America
Head of Marketing, Digital Intelligence, Nokia Software
Head of Customer Experience Innovation
General Manager, Customer Experience
Sri Lanka Telecom
Head of Design & User Experience
Director, Customer Experience Management
VP, Customer Experience & Digital Evolution
SVP, Products & Marketing
Head of Strategy & Innovation
Who Will You Meet?
Meet Chiefs/SVPs/VPs/AVPs/Directors/Heads of:
Customer Analytics & Insight
Join the discussion
What attendees said about the event
"The event was hugely valuable - meeting such a broad array of companies, suppliers and vendors from all over the world and all aspects of the telecoms industry... "
"It's a mandatory annual event!"
"This conference has exceeded all my expectations. The preparation and the conference management were awesome... "
"Best in class conference organization!"
"Very well organised event, great networking opportunities - I gained a lot of insights from best practices around the world"
"The event was very valuable for me since I learned from all insights, met interesting people and potential news business partners"
"A valuable two days to get an understanding, perspective and successes on a global level."
"Was very good in terms of content, many of the different carriers shared valuable insights."
"Very valuable since I got some good easy to implement ideas on."
"As always, the contacts and the networking are the most valuable component."
"I think it was a very valuable session and many of the delegates shared useful information. Overall a good 2 days."
"Good value. Especially from concrete examples of operational excellence and creative excamples shared by telco operators"
"Great selection of speakers from all over the world that enabled me to see the opportunities and challenges facing telecos in different markets"
"Absolutely superb event content vise."