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

Investment in securing a new customer costs 5 times as much as retaining an existing one.  With this in mind, the telecoms market in Europe is near to saturation meaning that it is even harder for telecom operators to  find new customers. In addition, existing customers of the digital transformation era are continously exposed to technologies which makes their lives more autonomous, faster and diversified. The customer is now arguably in control compared to previously being at the mercy of the operator. They are more demanding with the customer experience they expect, more flighty and willing to change to another provider if they are unhappy with their servce and, constantly on the look out for the next best experience. 

Packed full of case studies, interactive workshops, deep dive panels, live polling and interview sessions, this year’s CEM will enable you to benchmark your customer journey, expose you to cutting edge CX technologies and deliver thought provoking and realistic takeaways for your business.

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:

EXCLUSIVE

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


STRATEGIC

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

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

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

Download Agenda

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


View the attendee list

Join the discussion



#CEMTelecoms


   
Sponsors & Exhibitors
Media Partners