Learning how to embed CEM into the DNA of your organisation and deliver a profitable multi-channel customer experience within a restricted budget
As one of the most competitive marketplaces in the world, the European telecoms market is home to some of the most innovative and mature CEM programmes. However, with the deepening impact of the economic crisis, operators are facing difficult decisions in prioritising what budget cuts they can and cannot make in order to maintain an optimal customer experience and prevent churn.
Investing already limited budget and resources into the wrong CEM initiative has more serious consequences than ever. The CEM in Telecoms: European Summit is dedicated to showcasing proven and results-driven case studies that answer the crucial question: how do I demonstrate an ROI from CEM in order to win senior management buy-in and investment?
Discover how other operators facing the same challenges are prioritising their budgets according to what will make the biggest difference to the customer experience. Learn from their mistakes to avoid costly implementations that will deliver a minimal ROI.
A cutting-edge agenda will demonstrate how CEM is evolving in telecoms, including ways to embed CEM into the DNA of your company using a CEM governance model and employee experience programme.
Plus, learn how to plan and execute a profitable multi-channel strategy. You will also hear how to combat survey fatigue through innovations such as gamification and deep-dive your CEM metrics to generate actionable insights and prioritise your improvements.
With 71% operator attendance in 2012, this is the “must-attend” event for operators to join the debate and gain proven insights on how to maximise the results of your CEM programme.
Top 5 reasons to attend CEM in Telecoms: European Summit:
- Join the only CEM in Telecoms event tailored to the highly mature and competitive European market
- Discover how First Direct are ensuring that 90% of their customers are extremely satisfied through successful employee engagement
- Learn from ROI-led case studies to develop a business case for protecting and increasing your CEM budget
- Network with high quality prospects: 71% operator attendance and 61% at CxO, VP and Director-level in 2012
- Deep-dive your CEM challenges with 15+ hours of interactive learning sessions – more than any other event on this topic!
Additional learning opportunities:
Pre-Conference Workshops: Monday 23rd September
Workshop A: Examining how to move the focus from customer to people experience to increase loyalty and trust and improve profit
Workshop B: Scrutinising how to plan and execute a profitable multi-channel customer experience strategy
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.”Rafael Palmer, IT Quality Manager, Vodafone Spain
Graham Webster, Director of Customer Experience, Telefónica Europe
"I found the conference very useful. I took away highly interesting ideas to put into practice."
“The IQPC Customer Experience Management conference provided me with great ideas as well as valuable industry contacts. Highly recommended.” Raymond Löhr, 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!” Claire Kavanagh, CRM Manager, giffgaff