Building upon the foundations of customer experience in the European Telecoms industry through transformation, collaboration and innovation.

Whilst the rise of digitalisation and new technologies is undeniable, how this translates to your customers and the experience they seek is anything but clear. Recent studies have shown that 75% of online customers expect help within 5 minutes, yet 66% of consumers say they are likely to switch brands if they are treated like a number instead of an individual. This means that you, as CX professionals need to truly understand your customers behaviour and operate in both a reactive and pre-emptive manner to deliver simple, yet personalised experiences that the modern customer demands from you, to ensure they stick with your network! Welcome to CEM in Telecoms European Summit, Europe’s premier forum for the telecoms customer experience community – your best chance to gain the skills and insights needed to take the next step along the path to customer centricity. Benefit from the insights of 150+ of the Europe’s CEM elite, with over 25 countries and 50+ operators and MVNOs combined experience in innovating and driving customer-centric change, and return to the office with solutions to the most pressing issues you face right now. The next phase in your customer experience evolution begins here!


TWO NEW STREAMS FOR 2018. As you have to, we have also thought of the value and usability of CEM 2018’s agenda to our customers – you! 2018 will feature focusing on two key topics namely, Customer Centric CEM and Network Centric CEM. Business critical areas of debate will include:

Network Centric CEM

  • Identify problems before it reaches the customer. Integrate cutting edge back office predictive analytics and automation into your network
  • Man and machine as the winning team. Integrate revolutionizing technologies with an engaged and efficient workforce to retain and win new customers
  • Do you know the nice to have innovations vs the essentials? Debate the impact of blockchain, voice recognition, future wearables and machine learning to make an informed decision on your next investment.
  • Big data, Big challenges, Big Opportunities: Understand the implications of big data hitting your network, the security challenges and the most effective software engineering which will enable you to easily manage it and use it responsibly

Customer Centric CEM

  • Always have your finger on the pulse of the customer! Interact with your customer using their platforms and language through effective staff training, behavioral patterns and, a unified marketing channel platform to enhance customer usability and experience
  • The nuances of B2B and B2C. Understand how to create and implement one customer experience strategy which will apply to both consumers and enterprise to drive effieciency and agility internally
  • Personalisation for the “Insta-generation”. Discuss the importance and resource allocation which should be given to social media marketing – What is the true return on investment for your efforts?
  • Do your customers want to interact with a robot or a human? Debate the importance human customer service will have now and in the future vs a fully automated self-service customer service

2017 Speakers include

View All Speakers

Benefits of attending the conference

Leading in Uncertain Times

TWO new streams with live polling, live interview sessions, deep dive panels and technology specific lunch and learns

Look Beyond Traditional Boundaries

Man and machine as the winning team. Integrate revolutionizing technologies with an engaged and efficient workforce to retain and win new customers

Upskill Your Frontline into Leadership Positions

Identify problems before it reaches the customer. Integrate cutting edge back office predictive analytics and automation into your network

Towards Outcome Centric Measurement

Always have your finger on the pulse of the customer! Interact with your customer using their platforms and language through effective staff training, behavioral patterns and, a unified marketing channel platform to enhance customer usability and experience

We welcome you to join us at CEM Europe:

 

150+

Attendees

 

50+

Key telecom operators in Europe

 

8

hours of networking

 

20+

Presentations and Case Studies

Sponsors & Exhibitors
Media Partners