I work in Europe or North America
In highly-penetrated and mature markets, it is imperative that operators gain a 360 view of customer needs in order to deliver the seamless omni-channel experiences that the modern customer demands.
- Is the integration of multiple channels and touch points proving a challenge for your organisation?
- Are you struggling to make that leap from reactive to predictive customer experience management?
- Would you like to know how your peers from across Europe, the US and beyond have already solved these challenges and more?
Well you're in luck!
At the CEM in Telecoms Global Summit, benefit from an analytics-specific stream on Day 2 and find out how Orange are exploiting their customers' data to proactively enhance the experience of their customer base. In addition, take advantage of sessions from Swisscom and Telenor in the brand new multichannel design stream on Day 1 to determine how to develop seamless omni-channel processes and ensure continued customer satisfaction
Plus, if you are responsible for driving engagement and revenues from the business, rather than the consumer market, there’s a dedicated work stream on Day 2 for you too! Hear from the Corporate CEO of Turk Telekom how to build a customer experience framework based around what really matters to your business customers, and discover how South Africa’s Internet Solutions have built a client-centric segmentation model to personalise the experience they provide to their customers.
Oh and don’t forget about our Thames boat tour where you will finally relax with a glass of wine after a busy Day 1 in a truly international networking experience with some fantastic views of London.
- The Rise of Self-Service in the Telecoms Industry
By 2020 the customer will manage 85% of the relationship without ever having to interact with a human. Now is the time for telecom companies to deploy web self-service, to be pioneers in self service and appeal to the mass market who are demanding more from technology. This article looks at the benefits of self-service, the common obstacles and how to overcome them and provides insight from telecom industry professionals. What are you waiting for? Download the ebook.
- 7 Pillars of Customer Experience Management
The European telecoms market is changing! This extract from the CEM in Telecoms Global report looks at the ways the industry can build a customer-centric company culture, action VOC, enhance their digital transformation and break down silos in order to secure long term retention and customer lifetime value. With insight from Vodafone Germany, Kyvistar and many more, this chapter is your guide to becoming a CEM Sherpa and leading your colleagues along the path to customer centricity.
- Five Steps to Proactively Retain Customers and Ensure their Long Term Spending
Knowing the right methods to retain existing customers and ensure their satisfaction is proven to be one way telecoms companies can maximize customer loyalty and profitability. With case studies from Comcast, Verizon and AT&T, Telecoms IQ presents: Five Steps to Proactively Retain Customers and Ensure their Long Term Spending.
- 5 Top Case Studies and Learnings for Customer Experience Management Professionals
As a customer experience management professional you know that learning from others is an integral part of getting things right. Here we share five of the top case studies from Sprint, Telus, BT, AT&T and Cox Communications to help you improve your own programmes.
- Smile - Customer Centricity by Sunrise
Understand how Sunrise Communications are 'living NPS' and embedding a truly customer-centric culture within their organisation and how they have established leveraging senior-level buy-in to achieve a culture change. Please download Thomas Leber, Director of Customer Experience at Sunrise Communications presentation.
- Swisscom's Guide: How to Design the Perfect Online Experience
Discover how Swisscom are using their 'zero-level' customer support model to enhance satisfaction for their SME customers. Swisscom are shaping the future of their online customer experience and are developing new products and services with a human touch to ensure complete user-friendliness. To find out more, please download their presentation by the Head of Online Sales and Care SME for Swisscom, Alexander Finger.
- Determing How NOS Captures and Capitalizes on the Voice of the Customer
Hugo Enes, the Customer Care Performance and Development Director of NOS, presents tips on understanding how Zon Optimus are leveraging social media to transform the way that they capture the VOC. He also talks about ways to establish creating new internal processes to ensure action is taken as a result of the VOC. Please download his presentation to find to out more.
- T-Mobile Austria: Online Self Service
Learn how T-mobile Austria are successfully migrating their customers to online self-serve channels to enhance their overall experience. As well as, how they are providing a seamless experience across their self-serve and in-store retail channels to enhance customer satisfaction and drive new revenues. To find out more please download the presentation from the Head of Self-Service Marvin Peters from T-Mobile Austria.
- What are North American carriers investing in?
Telecoms IQ recently conducted a North American industry survey to find out the challenges carriers are facing today. The results we identified include: - Gaining company-wide buy in for CEM programmes
- Understanding and actioning the Voice of the Customer
- Incorporating digital into customer care strategies
In light of this, the role of solution providers and technology providers will be instrumental to the success of telecom carriers in the North American market over the next 18-24 months. Find out the full story by downloading the infographic below.
- Mind the Gap: Breaking Down Silos to improve Customer Experience in Telecoms
Creating a unified customer experience is the key success factor for improving customer loyalty and reducing churn. Telecoms companies must create a holistic experience for their customers, throughout the lifecycle of the customer and between the silos of customer care, finance, sales & marketing and IT departments. In this infographic Telecoms IQ explores just some of the ways operators are trying to overcome customer service and data silos.
- How AT&T are using new measures and metrics to change customer perception
Maya Fowell interviews Diane Magers, CCXP, AT&T to talk about measures, metrics and the business value of customer experience. Diane is an accomplished senior customer experience, sales and marketing executive with diverse and exceptional leadership skills. She drives contribution to bottom line results through strategic planning and designing services to deliver consistent brand and value messaging.