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Emerging Telecoms Technologies: What does CX look like in 2020?

Emerging Telecoms Technologies: What does CX look like in 2020?

New technologies, tools, platforms and channels to engage and share with customers are quickly becoming the backbone of a seamless end-to-end customer experience, with this is mind, we wanted to build a greater understanding of what the key attributes of the technology toolkit of 2020 will be in regard to customer experience. With insights from Julien Rio, Head of Marketing, Dimelo, we have looked into how new technologies are shaping the design of a truly conversational experience that will transform customer experience by 2020.

How the technological evolution is reshaping CEM job functions

How the technological evolution is reshaping CEM job functions

The implementation of new customer experience technologies will require the adaptation of existing business functions as automated systems may replace lower-level positions, and give life to new roles in the areas of analytics and data science. 

Ahead of their participation in Customer Experience Management in Telecoms Europe Conference, we spoke to Erik Meijer, Strategy GPM/Group Innovation, eCompany, Deutsche Telekom AG and Frank Buettner, Head of Human Centred Design, VP, Swisscom about how the technological evolution is paving the way for new job roles and reshaping customer experience functions. 


Technological evolution is reshaping CEM job functions

The implementation of new customer experience technologies will require the adaptation of existing business functions as automated systems may replace lower-level positions, and give life to new roles in the areas of analytics and data science. 


Ahead of their participation in Customer Experience Management in Telecoms Europe Conference, we spoke to Erik Meijer, Strategy GPM/Group Innovation, eCompany, Deutsche Telekom AG and Frank Buettner, Head of Human Centred Design, VP, Swisscom about how the technological evolution is paving the way for new job roles and reshaping customer experience functions. 

CEM in Telecoms Investment Report

CEM in Telecoms Investment Report

We are in the age of the customer. The acceleration of technological advancements have made customer experiences faster, more efficient and more memorable – and this has driven a  change in customer behaviours and expectations that breaks through vertical silos. 

The Ultimate Customer Journey in Telecoms

The Ultimate Customer Journey in Telecoms

The importance of great customer experience is unquestioned in the telecoms industry. In light of this, we have put together this printable poster outlining the critical touch-points pre and post purchase so that you can refine and polish your customer experience throughout the customer journey. 

To view the poster please complete the form >> 

If you would like to receive a copy of this in your inbox please email enquire@iqpc.co.uk or call +44 (0)207 036 1300. 

Customer Experience Management Magazine

Customer Experience Management Magazine

Focusing on the ten commandments of digital success with lessons from the Financial industry, analysing how eir Ireland rebranded itself through digital innovation and assessing what digital leaders are investing in over the next 18-24 months, Telecoms IQ has every aspect of digital covered. 

If you want to find out if the telecoms industry is really ready for the digital age and how to take the next steps along your CEM journey then read on… we present to you: Telecoms IQ’s Customer Experience Management Magazine.

The Ultimate Guide to Customer Experience Excellence - Top Tips from Telecoms Industry Experts

The Ultimate Guide to Customer Experience Excellence - Top Tips from Telecoms Industry Experts

Focusing on bringing you insights from leaders within Customer Experience Management in Telecoms, this is the Ultimate Guide to Customer Experience Excellence. 

From omni-channels to social media to what an excellent NPS really means, we spoke to 5 CEM leaders to get insider tips on what really works. 

Insights from: Telefonica's Sergio Rendon, Bassermacherin's Pia Romer, Sunrise's Max Nunziata, Deutsche Telekom's Gero Neimeyer and Eircom's Chris Keogh.  

Customer Experience Management: Case Studies from across the Globe

Customer Experience Management: Case Studies from across the Globe

This CEM in Telecoms Global Review focuses on region specific case studies that look at the ways the industry can build a customer-centric company culture, action VOC, enhance their digital transformation and break down silos in order to secure long term retention and increase customer lifetime value. With insight from Vodafone Germany, ETB, Tigo Ghana, TeliaSonera, AT&T, Ncell and many more, this is your guide to becoming a CEM Guru and leading your colleagues along the path to customer centricity.

CEM Telecoms: Top 4 facts about customer experience and AI

CEM Telecoms: Top 4 facts about customer experience and AI

Customer loyalty has become more competitive and many customers switch operators after one bad experience. Retaining them is crucial in this saturated market. Ahead of the CEM Telecoms European summit (25th - 27th September 2018), discover in this exclusive interview with four experts of the telecoms industry, how AI and CEM are intrinsically linked in today's 'age of the customer'. 

Augmented Reality: Redefining Remote Technical Support

Augmented Reality: Redefining Remote Technical Support

Human experiences are at the epicenter of the connected world. Technologies are evolving and changing our lives at an unparalleled pace, helping us travel, work, shop and play in a more efficient, secure, and enjoyable manner. To keep the products and services that form our connected world running smoothly, a new business category is emerging: the Support of Things (SoT). SoT uses cutting-edge technologies to simplify, improve, and scale customer assistance processes. The use of augmented reality in technical support is a prime example of SoT innovation.