2nd Annual Customer Experience Management in Telecom
Companies that consistently deliver positive customer experiences across all touch points maintain customer loyalty, build stronger brands, and are better able to avoid competition on price alone. Improve customer loyalty with techniques learned through our Customer Experience management Summit!
The customer experience has emerged as the single most important aspect in achieving success for companies across all industries. The goal of customer experience management (CEM) is to move customers from satisfied to loyal and then from loyal to advocate so you should always keep in mind:
“It takes less effort to keep an old customer satisfied than to get a new customer interested”
Learn how to discover the true voice of your customer, the latest trends and key success factors in designing and implementing customer experience management and strategies in telecom industry. Join our summit and meet the best experts from the telecom industry discussing the topics such as:
· How to build an effective delivery system for the Customers Benefit?
· How to build the right culture in the Call Centre to sustain high performance and focus on customer experience?
· Discover how the behaviour of the connected consumer can affect the way that your business functions
· How to manage the increasing number of different customer service channels and structural changes in the · channels shares?
· Can you identify the key reasons for complaints and remove them?
· Main types of Loyalty Program schemes: bonuses and discounts
· How to use customer feedback to understand the customer lifecycle
You are the right person to investigate and integrate all the innovative emerging CEM solutions into your professional team!
Some of the Distinguished Speakers include:
BT Global Services, Customer Experience Futurologist
CYTA, Head of Call Centres, National Sales
Deutsche Telekom, Vice President international Sales and Service
MTS-Ukraine, Head of CRM and Churn management department
Telecom Italia, Vice President Head of Customer Care Operations
Telefónica O2 Investigación y Desarrollo, Head of Technology Transfer, BI and User Modelling
Telekomunikacja Polska, Director Customer Experience
Telenor Broadcast Holding AS, Nordic Director CRM & Quality
Orange Business Services, Vice President Customer Insight& Advocacy
SwissCom, Head of Customer Experience Management
Telekom Austria, Marketing- Head of CRM Residential
TeliaSonera, Vice President Corporate Marketing, Products and Services
T-Mobile UK, Head of Satisfaction for Customer Service
Turkcell, Head of Customer Experience Design
And many more......
Who should attend?
Members of Board, Vice President, Directors, Head and Senior Managers involved in:
