Telecoms CEM Investment Trends eBook: 2020

A research group provides buying pattern analysis for customer experience management in telecoms

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Telecom customer experience management

Telecoms providers are behind the CX curve and their client churn rates stand as proof.

In order to stay relevant in a market saturated with alternatives and becoming more populated with a growing number of agile, customer-centric companies that are digital natives, telecoms can no longer afford to focus solely on the solution angle, they also have to innovate on the customer experience they provide. 

Last year’s version of this eBook revealed that the telecoms sector is aware of the power of CX, with it being seen by many organisations as an important competitive differentiator, key to diminishing the bad customer experience reputations gained over time.However, many challenges still remain in the industry.

Ahead of the 2020 Customer Experience Management in Telecoms Global summit in this eBook we hear from a panel of telecoms customer experience experts to gain insight on how telecoms firms are investing into customer experience to overcome stubborn pain-points and achieve longlasting business benefits.

Upcoming Events

Enterprise CMO

February 11 - 13, 2018

Sheraton Los Angeles San Gabriel, San Gabriel, CA

Enterprise CMO

9th Annual Channel Management Summit

September 26 - 28, 2016

DoubleTree by Hilton Los Angeles Downtown, Los Angeles, CA

9th Annual Channel Management Summit

Customer Experience Exchange for Financial Services, EU

13 - 14 September, 2016

Marriott Heathrow, London, United Kingdom

Customer Experience Exchange for Financial Services, EU

Customer Value Management: Telecoms

4 - 5 October, 2016

Golden Tulip Berlin - Hotel Hamburg, Berlin, Germany

Customer Value Management: Telecoms

Customer Experience Exchange for Telecoms

25 - 26 April, 2018

Marriott Heathrow, London, United Kingdom

Customer Experience Exchange for Telecoms

Latest Webinars

The next decade of customer feedback

2025-10-29

10:00 AM - 11:00 AM CET

Learn how AI-powered customer feedback management will catalyze CX innovation in the next 10 years

The next decade of customer feedback

2025-10-28

11:00 AM - 12:00 PM EST

Learn how AI-powered customer feedback management will catalyze CX innovation in the next 10 years

New KPIs for a new era: How AI is reshaping CX

2025-10-22

02:00 PM - 03:00 PM EST

Discover how Agentic AI and GenAI are reshaping B2B Customer service metrics and which KPIs your tea...