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Contributor: Zarina de Ruiter
Posted: 11/20/2017
CX in telecoms global benchmarking report 2018
The biggest customer experience trends, challenges and investments that will impact the telecoms industry in the next 12 months 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 expectat Full Content »
Contributor: Zarina de Ruiter
Posted: 09/04/2017
Three Ireland’s pursuit of the ultimate customer experience
Interview with Head of Transformation, Justin Conry, about CX, omni-channel, building a customer-first culture and how create a frictionless experience in the digital space. Justin Conry is currently Head of Transformation (CRM) for Three Ireland. He has 20 years of industry experience in senior roles leading change, CX, strategy and planning, prog Full Content »
Contributor: Zarina de Ruiter
Posted: 08/22/2017
The global state of customer experience 2017
The biggest CX trends, challenges and investment priorities for the next 12-18 months With The Global State of Customer Experience 2016 being the most popular of CX Network’s reports last year, we conducted our in-depth research for the second year running through a comprehensive annual survey. We gauged the views of global customer experience lea Full Content »
Posted: 05/10/2017
The Customer Experience Buyer’s Guide 2017
Your ultimate resource to the key CX investment areas for 2017 and how to make the most from your vendor partnerships. There is no denying that in 2017 for organisations to stay ahead of their competitors and differentiate themselves within the market, they need to focus on providing an excellent customer experience. But while some elements of a C Full Content »
Posted: 05/08/2017
How Telecommunications Providers Can Reboot The Customer Experience
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, who Full Content »
Contributor: Zarina de Ruiter
Posted: 02/06/2017
Customer Loyalty Challenges Telecoms
Long-term customer loyalty is the holy grail for many companies, but it’s often easier said than done. And in no industry is this, arguably, more challenging than within telecoms. With a highly competitive market, mergers and acquisitions impacting upon brand identity, customer service not always being best-in-class, and customers switching brands Full Content »
Posted: 01/31/2017
How Millicom Links ROI to Customer Initiatives
Lynn Holmgren is the former CXO of mobile services company Millicom International Services. At the Executive Customer Contact Exchange US she held an insightful presentation around Millicom’s service strategy, specifically outlining their journey to becoming more customer-centric and linking ROI to customer initiatives through case building. Watch Full Content »
Contributor: Zarina de Ruiter
Posted: 01/25/2017
Customer Experience Orange Telefonica Telus
Customer experience leaders from Orange, Telefonica and Tesco Mobile shared their CX and digital journeys as well as the key takeaways learned along the way at the annual CEM in Telecoms Global Summit in London, UK. Tesco Mobile’s Recipe for Growing the Base Estelle Levacher, Customer Experience & Proposition Manager at Tesco Mobile, spoke ab Full Content »
Contributor: Tania Silva-Jones
Posted: 12/15/2016
BT Seamless Customer Experience Across the Group
Andrew Jones is the Managing Director, Group Customer Experience at BT. In an interview at the Customer Experience Exchange Europe he spoke about:How they create a seamless customer experience across the entire BT GroupThe biggest challenge to getting that alignmentThe importance of broadening the skill sets of employees so they can provide a bette Full Content »
Posted: 11/29/2016
CREDO Emotional Customer Connection
Natalie Beckerman is the VP Customer Service at CREDO. In an interview at the Executive Customer Contact Exchange US she discussed:Their focus on social responsibility within the wider customer strategyThe biggest challenges facing telecoms within customer serviceBuilding emotional connections with customers Full Content »
Contributor: IQPC Editorial Team
Posted: 11/02/2016
The CEM Telecoms Annual Report 2016
In advance of the CEM in Telecoms Global Summit, taking place in January 2017 in London, industry leaders from across the globe provide their insights into the initiatives optimising customer experience in their organisation. Download this report to learn about:A financial services approach to customer experience in telecomsThe dynamic evolution o Full Content »
57 results
of 6