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26 - 28 September 2017 |
Vienna

Media Center

Exclusive Content

Vit Subert's at O2 Czech Rebublic, Elsastic Business Solutions presentation

Watch Vit Subert's, Business Division Director, 02 Czech Rebublic exclusive presentation at CEM int Telecoms Global Summit 2016

Markus Eberhard's at Swisscom presentation - Swisscom Multi/Cross-Channel Strategy

Watch Markus Eberhard's , SVP Online & Cross Channel Development, Swisscom exclusive presentation at the CEM in Telecoms Global Summit 2016

Jorge Mascarenhas, exclusive presentation - O2 Gurus

Watch Jorge Mascarenhas', Head of Customer Experience at O2, Telefonica exclusive presentation at CEM in Telecoms Global Summit 2016 

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.

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.

B2B Customer Experience Management in Telecoms Magazine

In anticipation of the CEM in Telecoms European Summit, behold the 2nd issue of the CEM Magazine - the B2B Edition.

With contributing articles from industry experts from Orange, JT Global, Elisa and Telefonica, this issue solves the CEM challenges the telecoms industry is facing now. Find out how to build value and keep clients spending, what it means to be 'globally local' in telecoms, the changes to anticipate in the enterprise markets and more!

Download your complimentary copy now.

CEM Professionals Reveal The Solutions That Worked In 2016!

In thisinteractive report, 4 Heads of Customer Experience provide their insight intothe challenges they faced in 2016 and the solutions which worked to provide customerexperience success!

Downloadthis exclusive report to hear from CX professionals from O2, Three, Zain andTelia and gain insight into the solutions they’ve implemented to tacklechallenges within  company culture,integrating CX across the organisation, simplifying the customer journey,channel switching and more! 

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B2C Next Step in Customer Experience

An infographic showing some of our latest interviews, presentations and insights from the European CEM in Telecoms community.

Roadmap for Marketers

See how CEM in Telecoms can help answer your Marketing needs and leave you feeling inspired! Our roadmap is designed to highlight the sessions our Marketers in attendance will not want to miss!

Roadmap for B2B Telecoms Professionals

See how CEM in Telecoms Summit can lead B2B Telecoms Professionals to stay one step ahead in this rapidly consolidating market.

Roadmap for Customer Experience Strategists

CEM in Telecoms has everything you need to know as a Customer Experience Strategist. Check out the roadmap to see the highlights on the agenda!

Customer Experience in Telecoms: 2015 Global Report

Telecoms markets around the world are totally saturated, and with churn rates remaining high, delivering a sophisticated and personalised service through multiple channels has become a top priority for operators all over the globe. Produced ahead of the Customer Experience Management in Telecoms Global Summit, this report highlights global CEM trends and case studies as well as featuring expert insight on customer retention, improving employee engagement and delivering a best-in-class network experience.

This 38-page report also explores some of the key strategies that operators need to successfully deliver a consistently positive customer experience in an increasingly complex digital world.

CEM in Telecoms 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.

O2 Czech Republic - 9 Month Transformation

Vít Šubert takes us through the 9 month B2B Transformation of O2 Czech Republic in his presentation which he gave at our 2015 Summit.



Retention in TDC Business

Presentation from our 2015 Summit from Hans Mølby Steffens of TDC where he discusses Retention within TDC.

2017 Sample Attendee List

Download the latest attendee list to find out who you will meet at the event

Infographics

6 Challenges Customer Experience Management Professionals are facing now!

What are the challenges Customer Experience Management professionals are facing now? Can you provide solutions to these issues? Click hear to find out what the attendees from the Jan 2016 CEM Telecoms European Summit have to say about the problems they're facing in the industry!

eBooks

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.  

Submission Form

Fast Track Registration Form

Fast track your registration by filling in the form and emailing it back to us at enquire@iqpc.co.uk


Presentations

How Kyivstaris leveraging usability labs to bring the customer into the heart of product design

Take a look at this presention from last year's event. Kateryna Nebesna from Kyivstar, Ukraine discuss how Kyivstaris leveraging usability labs to bring the customer into the heart of product design. 

Articles

IBM Telecoms Whitepaper

Few industries have commoditised themselves more than telecommunications. Communications service providers (CSPs) risk becoming mere utilities and, at the same time, face the disintermediation of the customer relationship. 

Today’s consumers have a plethora of product and service choices, including those offered by over-the-top (OTT) providers, whose popularity continues. How can CSPs escape commoditisation and differentiate themselves? 

We believe the next competitive battle will be won by CSPs that can deliver an exceptional customer experience and build brand loyalty through innovative, compelling services tailored to customers’ needs. 

Download this whitepaper to learn:

  • About the telecommunications customer experience landscape
  • How to reset the customer experience for success
  • The key to creating compelling products and services
  • How you can deploy smarter capabilities
  • Recommended actions to become a successful CX company

B2C

Presentations

CEM at TeliaSonera

Download Anna Cygnaeus' presentation delivered at CEM in Telecoms Europe Summit 2015 for your insight into:
  • Framework for winning in 2018
  • The start of TeliaSonera transformation journey
  • The value of understanding the value
  • and more!

Articles

The Power of Personalisation Customer Experience Telecoms: How to Improve the Customer Experience and Reduce Churn

Companies who fail to improve their customer experience through personalisation are at risk of higher rates of churn than those who decide to make the long-term commitment to improved customer experience via personalisation. There are many examples of innovation in personalising the customer experience coming through. This article highlights the potential that personalisation has to reduce churn in business and takes a closer look at five examples of personalisation by telecoms operators in Europe.

Podcasts

How O2 Czech Republic transformed their business division to enhance their customer experience

In this interview Vit Subert, Business Division Director at o2 Czech Republic shares how they were able to transform their business division; move their salesforce from the desk to field, what the obstacles of the transition were and what the initial impact of the strategy has been on the rest of the business.

PDF

CEM for Product Development

Take a sneak peek at Vodafone's Sandra Sommerkon, Product Experience Design, Vodafone Germany presentation at the Customer Experience Management in Telecoms Europe Summit 2015 for an insight into company's 'Product Development Design' framework. 

CEM in Telecoms Europe - Sep 2017

Here at the CX Network, we surveyed our Telecoms Membership to test the waters of the industry and find out what the key drivers and concerns are for this year.