See the European countries attending:
Learning how to keep customer-centricity at the front of your company mind-set and deliver a seamless end-to-end experience for your customers
The European telecoms market is one of the most competitive and crowded in the world. For the past couple of years innovative CEM programmes have been the clear differentiators for operators who want to retain and grow their customer base. So in September 2014, over 100 attendees, including operators from over 20 different countries, visited Vienna to share their CEM challenges and strategies.
Latest video from CEM Telecoms in the series
2014 Event Highlights
Innovative customer service strategies
were as always a key theme. Orange Poland
shared their secrets of social care success, and attendees heard the latest developments in T-mobile Austria’s self-service strategy. Delegates also learned from Sunrise Communications
how giving employees verbatim customer feedback on a daily basis can deliver strong results.
The event also focused on the importance of customer insight
discussed how they are leveraging insights to drive CEM improvements, and Deutsche Telekom
deliberated the potential of Big Data
to revolutionise the customer experience
In addition, presentations on the network experience
reminded the audience that cross-functional collaboration is vital to ensuring your service agents are able to communicate a quick and efficient resolution to network issues to your customers.
However, it was in the interactive sessions
that attendees’ real challenges were revealed. The effectiveness of NPS
as a measure of the customer experience, the impact of employee engagement
on service levels and the expectation levels of high-value customers
were all fiercely debated. Visit the Resource Centre
to download 10 key conference take-aways, put together by attendees themselves during the final interactive session of the event.
Top reasons to attend the CEM in Telecoms European Summit in 2015:
- Join the only CEM in Telecoms event tailored to the increasingly mature and competitive European market
- Personalise your agenda and solve the issues right at the top of your company's priority list
- Take home the CEM strategies proving successful in other industries, as retailers and banks share how they are providing an excellent customer experience
- Network with high quality prospects: 62% operator attendance and over 50% at Director-level or above in 2015
- Deep-dive your CEM challenges with 15+ hours of interactive learning sessions – more than any other event on this topic!
Who will you meet at the CEM in Telecoms European Summit?
Network with and learn from Europe's leading operator VPs, Directors, Heads and Senior Managers of:
- Customer Experience
- Customer Service
- Customer Care
- Customer Operations
- Network Experience
- Social Media
- Call Centre Operations
- Client Experience
- Commercial Operations
Past Customer Experience Management in Telecoms attendees said:
“I have always picked up good learnings from Telecoms IQ’s conferences and, as a result, we have been able to improve our overall approach to Customer Experience and help embed this into the businesses.”Director of Customer Experience, Telefónica Europe
“The IQPC Customer Experience Management conference provided me with great ideas as well as valuable industry contacts. Highly recommended.” Vice President Customer Experience, UPC Broadband
“I really enjoyed the CEM in Telecoms conference and gained a lot of valuable content from the speakers. I have plenty of new ideas that I'm itching to get implemented within giffgaff!” Head of CRM & Loyalty, giffgaff