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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 »
Posted: 10/27/2016
Vodafone Netherlands Digital Transformation Journey
Katja Sizova is the Head of Digital of Vodafone Netherlands. In this session from the Digital Marketing Exchange in London she speaks about their digital transformation journey, what brought on the change, what they learned along the way and how these learnings are applicable to industries outside of telecoms as well Watch the full presentation be Full Content »
Contributor: Tania Silva-Jones
Posted: 09/27/2016
Video Telenor Data Reveal Moments of Truth
Kjell-Morten Johnsen is Executive Vice President, Head of Telenor Europe at Telenor ASA & Member of the Board of Director of Vimpelcom Ltd. In an interview at the Customer Experience Exchange for Telecoms he talked about: Why a seamless end-to-end customer journey is a business priorityWhich department owns this journey within the companyWhic Full Content »
Contributor: Tania Silva-Jones
Posted: 09/20/2016
How Sure International Makes Customer Experience Their Differentiator
Charlotte Dunsterville is the Board Director for Customer Experience at Sure International. In an interview at the Customer Experience Exchange for Telecoms she spoke about:The initiatives they’ve implemented to ensure CX is an differentiator within the companyThe process of gathering customer feedback and auctioning upon the insight quicklyThe rec Full Content »
56 results
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