See the European countries attending:

netherlandsfinlandluxembourggermanyturkeyhungarygreeceitalyukireland
spaindenmarkromaniaslovaniaswissfranceswedenlituanialatviaukraine

Featured Speakers:

Bain & Company
Frédéric Debruyne
Partner
Bain & Company
Deutsche Telekom
Raffaela Wintergerst
Simplicity Expert
Deutsche Telekom
Vipnet
Hrvoje Jerkovic
Service Quality Manager
Vipnet
MediaTech Solutions
Thierry Aubert
Managing Director and Vice President Technology and Operations
MediaTech Solutions
Alcatel-Lucent
Heinz Honemann
SVP Sales EMEA Motive Customer Experience
Alcatel-Lucent
Pro-Engage
Andreas Elsner
Director
Pro-Engage
Orange PL
Anna Halczu
Manager of Social Media Contact Channels
Orange PL
Gemalto
Francoise Bergasse
Mobile Marketing Business Development Manager
Gemalto
Zon Optimus
Hugo Enes
Director of Customer Care and Telemarketing
Zon Optimus
Turkcell
Cenk Erarslan
Senior Customer Experience Specialist
Turkcell
Swisscom
Alexander Finger
Head of Online Care and Sales SME
Swisscom
Cardiff City FC
Tom Gorringe
Head of Sales and Marketing
Cardiff City FC
Deutsche Telekom
Henriette Jehnert
Head of Customer Experience Design Voice & Self Service Solutions
Deutsche Telekom
Deutsche Telekom
Caroline Clemens
User Interface Designer
Deutsche Telekom
Sunrise Communications
Thomas Leber
Customer Experience Director
Sunrise Communications
Calvi
Michael Smits
Business Consultant
Calvi
Fastweb
Marco Narduzzi
Head of Customer Experience and Partnerships
Fastweb
BT
Abhishek Peshkar
Program Director Group Customer Experience
BT
EE
Carmen Mason
Head of Customer Marketing, Loyalty & Retention, Small Business Marketing
EE
T-mobile AT
Marvin Peters
Head of Self-Service
T-mobile AT
A1 Telekom
Boris Tabachnik
Head of Customer Management
A1 Telekom
Amdocs Customer Management
Alex Hunte
Director
Amdocs Customer Management
SundaySky
Jim Dicso
President & Chief Revenue Officer
SundaySky
CIQUAL
David Bonner
Marketing Director
CIQUAL
Elisa
Ville Hentilä
Development Manager - Consumer Business
Elisa
Telefonica Germany
Michael Havas
VP Customer Service
Telefonica Germany
Metrinomics
Hans Jurgen Schmolke
CEO and Founder
Metrinomics
VERINT
Rachel Lane
Director of Voice of the Customer
VERINT
Deutsche Telekom
Roland Schwaiger
Senior Project Manager
Deutsche Telekom
Amdocs
Matthew Roberts
Marketing Director
Amdocs
LogMeIn
Don Brass
Senior Product Manager
LogMeIn

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 insightNOS and Elisa 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 from Turkcell and vipnet 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
  • CRM
  • Customer Care
  • Customer Operations
  • Network Experience
  • Social Media
  • Quality
  • Call Centre Operations
  • Client Experience
  • Commercial Operations
  • Marketing

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

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