30th January - 2nd February, 2018
London, United Kingdom

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CEM in Telecoms Global Summit Agenda 2018

Download the 2018 agenda to find out more about:

  • Implementing Artificial Intelligence into each one of your customer channels
  • Linking your employee experience and customer experience 
  • Turning your customer insights into action
  • Transforming your omni-channel strategy
  • Making data your biggest strength 
  • Becoming truly customer centric 

Infographics

Building Customer Centricity Through Employee Engagement

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.

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

Additional Event Information

Attendee List 2017

The CEM in Telecoms Global Summit is the biggest global meeting for CX professionals in telecoms. 

Even though the event is held in London, it’s not just a UK centric event;the 2017 events saw over 150 attendees from Europe, Nordics, UK, The Americas, Australia, Asia and the Middle East. They all made the commitment to invest two days of their valuable time at the event earlier this year.

No other event can offer face-to-face time with this community - we have limited availability for involvement, so if you are interested in finding out how to get involved please contact Mark Lee on: +44 (0) 207 368 9300 or sponsorship@iqpc.co.uk

Presentations

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.

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. 

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.

Top Featured

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.

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.

Articles

Emerging Markets Report

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.


Top Featured

Global Investment Report 2017

The biggest CEM trends, challenges and investments that will impact the telecoms industry in the next 12 months