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31 January - 1 February, 2018
London, United Kingdom

Media Center

CEM in Telecoms Global Summit Agenda 2017

As the 60 speaker line-up for CEM in Telecoms Global Summit 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.

All speakers will deliver tangible case studies with quantitative results that you can implement in your own organisation.

Download the agenda to view more details on how:

  • Liberty Global have been transforming the organisation since 2014 with a cross-border Voice of the Customer program
  • TalkTalk are delivering a major digital transformation programme to achieve more than £50m EBITDA benefits in 3 years
  • Three have implemented a transformation program on the digital level and where it will be by 2018
  • O2 are driving a “Listen, learn and make better” ethos through their unique Customer Experience Index
  • Deutsche Telekom will deliver €300m of operational excellence savings by the end of 2019 through digitalisation of the customer service

Podcasts

Insights on Social media, Omni-Channel, Voice of the Customer and more with Ooredoo's Director of Customer Experience

In this exclusive interview, Director of Customer Experience at Ooredoo, Radu Ciocan, provides insights into the key developments within the digitalisation of customer experience in telecoms and provides solutions for the some of the challenges operators face in this evolving landscape.

PDF

CEM Report: Industry leaders from across the globe provide their insights!

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! 

Insights, Analytics,and Customer Retention

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

Top Featured

CEM Professionals Reveal The Solutions That Worked In 2016!

In this interactive report, 4 Heads of Customer Experience provide their insight into the challenges they faced in 2016 and the solutions which worked to provide customer experience success!

Download this exclusive report to hear from CX professionals from O2, Three, Zain and Telia and gain insight into the solutions they’ve implemented to tackle challenges within company culture,integrating CX across the organisation, simplifying the customer journey,channel switching and more!

VP of Cable & Wireless Communications on implementing a successful customer experience strategy!

CX Exchange spoke to Will Gibson, VP of Cable & Wireless Communications to discover top tips for implementing a successful customer experience strategy in telecoms and staying ahead of competitors.

In this video, Will discusses:

- In what ways have Cable & Wireless Communications ensured their customer experience strategy is efficient

- How deliver a superior customer experience which allows Cable & Wireless to stay ahead of competitors

- The key challenges which operators face in this digital and social age

- Meeting the customers demands in a short time-frame 

Paul Blake, Principal Customer Management Enterprise Architect, Vodafone Group Services

CEM Global is back in January 2017 to solve all the Customer Experience challenges hitting the global market. To give you an idea of what to expect here is Paul Blake, the Enterprise Architect Manager at Vodafone, providing insight on why customer experience professionals and enterprise architects need each other for omni-channel.

10 Cornerstones of Customer Experience Management

Telecoms IQ, in conjunction with a global panel of telecoms customer experience experts, have identified the 10 cornerstones of delivering an excellent customer experience.

Read on to discover how these 10 cornerstones, if implemented correctly, can help you achieve a 360° view of each of your customers and deliver the personalised and relevant experiences they demand. Discover the strategies your peers across the globe are implementing, so you too can stay one step ahead of the competition in 2016.

Customer Experience Management Magazine

Focusing on the ten commandments of digital success with lessons from the Financial industry, analysing how eir Ireland rebranded itself through digital innovation and assessing what digital leaders are investing in over the next 18-24 months, Telecoms IQ has every aspect of digital covered.

If you want to find out if the telecoms industry is really ready for the digital age and how to take the next steps along your CEM journey then read on… we present to you: Telecoms IQ’s Customer Experience Management Magazine.

The Seven Deadly Customer Experience Management Sins

Telecoms IQ recently set out to identify the sins telecoms operators are currently committing.

Whilst different geographic regions tend to have slightly different priorities, the universal truth is that any operator looking to deliver the seamless omni-channel experience that modern customers demand, must truly understand the wants and needs of their customers and ensure all areas of the business work together effectively to deliver it.

With insight from telecom professionals and other cross-industry thought leaders, we are proud to present 'The Seven Deadly Customer Experience Management Sins. How will your company measure up?

Customer Experience Management: Case Studies from across the Globe

This CEM in Telecoms Global Review focuses on region specific case studies that look 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 increase customer lifetime value. With insight from Vodafone Germany, ETB, Tigo Ghana, TeliaSonera, AT&T, Ncell and many more, this is your guide to becoming a CEM Guru and leading your colleagues along the path to customer centricity.

Interviews

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.

Markus Eberhard, Swisscom interview

Watch Markus Eberhard's, SVP Online & Cross-Channel Development, Swisscom interview where he shares his insights on: 

  • The biggest customer experience challenge you faced in 2015
  • Top customer experience related challenges the telecoms industry will be facing in 2016?
  • Areas of investment in in the next 12-18 months
  • In what way is the digital disruption and the rise of social media driving change in your role and the way you develop the CX strategy?
  • How do you listen to the voice of your customer, and what difference does it make on the customer experience you’re providing?

Luka Baranovic’s at Hrvatski Telecom interview

Watch Luka Baranovic’s, Customer Experience Management Director at Hrvatski Telecom (Croatia Telekom) interview where he shares his insights on: 
  • The biggest customer experience challenge you faced in 2015
  • Top customer experience related challenges the telecoms industry will be facing in 2016?
  • Areas of investment in in the next 12-18 months
  • In what way is the digital disruption and the rise of social media driving change in your role and the way you develop the CX strategy?
  • How do you listen to the voice of your customer, and what difference does it make on the customer experience you’re providing?

Nina Gyubbenet's at Tele2 interview

Watch Nina Gyubbenet's, Customer Experience Management Director at Tele2 interview where she shares her insights on: 
  • The biggest customer experience challenge you faced in 2015
  • Top customer experience related challenges the telecoms industry will be facing in 2016?
  • Areas of investment in in the next 12-18 months
  • In what way is the digital disruption and the rise of social media driving change in your role and the way you develop the CX strategy?
  • How do you listen to the voice of your customer, and what difference does it make on the customer experience you’re providing?

Sachin Kumar Das, Aircel interview

Watch Sachin Kumar Das’, Vice President (National Head) CS Mobility Operations at Aircel interview where he shares his insights on: 
  • The biggest customer experience challenge you faced in 2015
  • Top customer experience related challenges the telecoms industry will be facing in 2016?
  • Areas of investment in in the next 12-18 months
  • In what way is the digital disruption and the rise of social media driving change in your role and the way you develop the CX strategy?
  • How do you listen to the voice of your customer, and what difference does it make on the customer experience you’re providing?

Will Gibson’s at Cable & Wireless Communications interview

Watch Will Gibson’s, Vice President – Retail of Cable & Wireless Communications interview where he shares his insights on: 
  • The biggest customer experience challenge you faced in 2015
  • Top customer experience related challenges the telecoms industry will be facing in 2016?
  • Areas of investment in in the next 12-18 months
  • In what way is the digital disruption and the rise of social media driving change in your role and the way you develop the CX strategy?
  • How do you listen to the voice of your customer, and what difference does it make on the customer experience you’re providing?

Building Your Service Culture

In this interview, we speak to Jeff Eilertsen, VP Client Success and Global Service Education at UP! Your Service, to talk about how companies can build an optimized service that increases efficiency. Read below to discover his answers.

Presentations

The Telekom Customer Experience Journey: Ella Engelbrecht

Download Ella Engelbrecht's Presentation about The Telekom Customer Experience Journey from the Customer Experience Management Event 2015. 

SQM/Service Operation Center (SOC)Moving Towards Operational Excellence: Mohammed Alqahtani

Download Mohammed Alqahtani's Presentation on Moving Towards Operational Excellence at the Customer Experience Management Event 2015.

How T-Mobile Austria Capitalises On Customer Insights To Improve Customer Experience: Isabelle Cholette-Bachner

Download Isabelle Cholette-Bachner's Presentation on How T-Mobile Austria Capitalises On Customer Insights To Improve Customer Experience at our Customer Experience Management Event 2015

Additional Event Information

Attendee List 2017

Take a sneak peek at our 2017 attendee list and discover who you will be meeting at Customer Experience Management in Telecoms Global Summit 2017 in London. Download now!

Infographics

7 Key Operator Insights: The Global Customer Experience

As it becomes clear that operators cannot have a best-in-class customer experience without having an all-round view of their customers, the CEM debate and discussion continues to rage. Being able to deliver a seamless customer experience in an increasingly joined-up, multi-channel world has become the top priority for operators. Ahead of the Customer Experience Management in Telecoms Global Summit 2015, Telecoms IQ asked key speakers and leading customer professionals from the telecoms industry to define good customer experience, reveal the biggest obstacles they face in achieving excellent customer experience and reveal their top tips for an effective customer experience strategy.

Customer Experience in Telecoms: The Operator Landscape

Being able to deliver a seamless customer experience in an increasingly joined-up, multi-channel world has become the top priority for operators, but what challenges are they facing in delivering exceptional customer experience and how are they responding to the changing landscape? In this infographic Telecoms IQ takes a closer look at the operator landscape, from their plans for future investment to what they think best-class customer experience looks like.

Event Takeaways & Highlights

CEM in Telecoms Global 2016 Post Show Report

Take a look at what happened at World's only Customer Experience Management event dedicated to the Telecom's industry

Sponsorship Information

Business Development Pack 2017

Download our business development pack to see what who will you meet, what industries will be represented and where are they looking to invest in 2017.

Infographics

The Operator Landscape in 2016

In this infographic, CEM Global outline the ways in which the operator landscape has shifted in the past year to put Customer Experience Management at the center of investment initiatives for Telecommunications companies across the globe!

Download the complimentary infographic now to find out how much Vodafone, Orange and Telstra have invested into their CEM strategies. 

Infographics

Top Tips for engaging with CEM in Telecoms Professionals

In this infographic, Telecoms IQ shares some of the hot issues on your prospects’ agendas, and top tips surrounding how you as a solution provider can generate new leads and revenues through solving them!

Video

Driving the Customer Experience through the Network

View this insightful presentation from Global Experience Management in Telecoms Global Summit 2015 to find out how to bridge the gap between marketing and technical departments to ensure a single view of the customer. 

Presented by Mohammed Al Qahtani, Quality Assurance and Performance Management Director, Saudi Telecom and Ilya Celik, Customer Experience Management Expert, Saudi Telecom

Infographics

The Customer is Calling: Asia’s Telco’s Must Improve Their CEM

Customer experience has long been a buzzword in Asia’s telecoms industry, but a growing volume of research is showing that customers remain dissatisfied. How serious are these trends and what impact is this having on business? We collate the latest statistics in this infographic to find out.

Articles

How are Asia’s Leading Telcos Enhancing the Customer Experience?

Everybody knows that delighting your customers is good for business, but how many telcos actually do it? To find out we asked four CEM experts from Asia’s leading telcos what they've already done as well as their plans to enhance CEM in the near future.

Whitepapers

How to Use Your Customer Data to Improve Your Customer Experience

Customers are telling you exactly how to win and keep them. They share their data willingly, in exchange for a great brand experience. It’s up to savvy customer experience teams to make use of that data. Learn about best in class strategies in the new Harte Hanks point of view paper “How to Use Your Customer Data to Improve Your Customer Experience”. It all comes down to data so download this presentation to find out how to use it wisely. 

Articles

Sem contrato, Sem problemas

Este artigo traz as estratégias de retenção que irão preencher a lacuna entre o que as empresas de telecomunicações acham que seus consumidores querem e o que pesquisas mostram que eles realmente precisam. A Telecoms IQ pondera os benefícios e o retorno de investimento nos programas de retenção e fidelização para melhor compreender por que, quando e como investir em seus clientes, a fim de manter o negócio e aumentar a sua receita

Sin contrato, no hay problemas

Este artículo plantea las estrategias de retención que cerrarán la brecha entre lo que las empresas de telecomunicaciones piensan los consumidores quieren y lo que las investigaciones han demostrado que necesitan. Telecomunicaciones IQ sopesa los beneficios y el RSI de los programas de retención y lealtad para comprender mejor por qué, cuándo y cómo invertir en sus clientes con el fin de mantener el negocio y hacer crecer sus ingresos.

No Contract? No problem!

This article puts forwards the retention strategies that will bridge the gap between what telecom companies think consumers want and what research has shown they need. Telecoms IQ weighs up the benefits and ROI of retention and loyalty programs to better understand why, when and how to invest in your customers in order to retain business and grow your revenue.

Como tornar o foco no cliente o carro-chefe da mentalidade de sua empresa

Em 2015, apenas estar ciente de que crescentes parcelas de consumidores estão mudando de provedor de rede e que esperam mais das empresas de telefonia já não será o bastante. Sua empresa precisa estar por dentro dos principais temas que devem ser integrados ao negócio para manter-se à frente dos concorrentes, bem como os melhores métodos de implementação e os erros a serem deixados para trás em 2014.

Cómo hacer que la centricidad del cliente sea el factor central en la mentalidad de su empresa.

En 2015, tan solo ser conscientes de que cada día crecen más las tasas de consumidores que están cambiando de proveedores de redes y que esperan más de sus empresas de telefonía no será suficiente. Su empresa necesita conocer los temas clave que deben ser integrados en el negocio para mantenerse delante de los competidores, los mejores métodos de ejecución y los errores a dejar atrás en 2014. Telecomunicaciones iQ presenta el primer paso para poner a sus clientes en el centro de todos sus procesos internos y hacer de su experiencia su característica distintiva de competición...

How to keep customer-centricity at the front of your company’s mind-set

In 2015, simply being aware of the increasing rate consumers are switching network providers and are expecting more from their phone companies will not be enough. Your company needs to know the key themes that have to be integrated into the business in order to stay ahead of competitors, the best methods of implementation and the mistakes to leave behind in 2014. Telecoms iQ presents the first step to putting your customers at the heart of all your internal processes and making their experience your competitive differentiator…

Articles

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.

Whitepapers

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.

Presentations

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.

Infographics

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.

Articles

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.

Articles

Mobile CRM – The Next Evolution

Times are changing and the introduction of Cloud and CRM as a service are helping to move CRM functionality out of the back office. Perhaps the biggest breakthrough afforded by the Cloud and the power of mobile devices like smartphones and tablets is the ability to provide customers with applications that allow ‘self-care’. This revolution not only reduces and distributes workloads; it allows customers to look after themselves where and when they want to.
Download the article to read more.

White Papers

8 Tips for Social Business

8 Tips for Social Business: A HootSuite White Paper.

Interviews

Interview with Markus Eberhard, Head of Online & Cross-Channel Support, Swisscom

IGJ_19489.012 - AC16IGJ_19489.012 - AC161. What is the biggest challenge hindering operators from improving the customer experience?
2. What is the key ingredient required to be a truly customer-centric organisation?
3. Can you give an example of how you have delivered a “wow moment” for customers or delivered a tangible CE improvement?
4. How can operators make the biggest impact on CE – where should they prioritise their efforts?
5. How do you see CEM evolving in the future?

5 Ways to Maximise your Customer Experience

By Robert Lamb, Director of Contact Center Services, AT&T.