Digital solutions now play an important role in the customer experience and many companies are currently investing in tools to further digitise their customer journey, through tech such as artificial intelligence, mobile apps and chatbots. This interactive presentation will take you through several key customer touchpoints and how each touchpoint has been created or enhanced through the introduction of digital elements and what this means for the overall customer experience.
Customer Experience Management in Telecoms Global Investment Report
We are in the age of the customer. The acceleration of technological advancements have made customer experiences faster, more efficient and more memorable – and this has driven a change in customer behaviours and expectations that breaks through vertical silos. The telecoms industry can no longer just focus on vertical-specific competitors to stay ahead of the market, instead they have to look at retailers, tech start-ups and digital disruptors that are driving the experiences customers demand today.
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How to achieve customer experience excellence - Insights from the CEM Directors of Hrvatski Telekom & Tele2
As the 60 speaker line-up for CEM Global Telecoms Week grows, we are taking this opportunity to share a snapshot of those companies who will share tangible, innovative case studies on how you can maintain pace with disruptive competitors amidst advancements in technology, data management and social media.
In this exclusive report, CEM professionals in Telecoms from the Middle East, Europe and South Africa provide their key insights into providing customer experience excellence in the fast-past and constantly evolving industry.
This eBook features interviews with Ideshini Naidoo, on the CEM strategies the Telecoms industry can learn from the financial services, as well as case studies from Telenet, a glance into artificial intelligence in CEM, using social media as tool for improving customer experience and more!
Download your complementary eBook here!
Ahead of the CEM in Telecoms Global Summit 2017, CX Network interviewed Liberty Global, Jersey Telecom, Ooredoo and TELUS to gather their insights and provide you with their key solutions and secrets to delivering a successful customer experience.
• Liberty Global reveals the secret to successfully aligning customer experience across 14 countries!
• Jersey Telecom shows you the 5 steps to implementing sustainable CX in your organisation
• Ooredoo's customer retention and the digital evolution
• TELUS takes you from business transactions to customer outcomes: The journey operators need to make for customer retention
To have a truly customer-centric culture, an organisation has to put the customer at the heart of everything it does - this starts with building a commitment to engaging all employees by empowering, supporting and enthusing them to deliver the strategy.
Download our interactive prezi to explore the key steps to building customer centricity in your organisation through employee engagement.
The challenges of telecoms in emerging markets are often vastly different to those of more developed nations and the customer experience strategies require specialisation and an in-depth knowledge of the region. In this report CX Network speak exclusively to four customer experience experts based in emerging telecoms markets to discuss their strategies for delivering a seamless end-to-end customer experience in their region.