CX TALK: How Swisscom Tackled the Challenge of Personalisation While Ensuring Channel-Consistency
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Markus Eberhard is the SVP Online and Cross-Channel Development for telecoms organisation Swisscom. At the CEM Telecoms Global Summit, CX Network caught up with him for a snapshot interview into his role and the wider strategy at Swisscom.
In the interview he discusses:
- How they tackled he challenge of personalisation and moved customer history and data through all channels into one system
- The impact of social media on their customer experience strategy
- How listening to the voice of the customer has helped them understand KPIs better and allowed them change
- The importance of experimenting with ideas and testing them with real customers to get feedback, learn, and move forward
For more insights from CEM Telecoms Global Summit, also have a look at:
- Learn How Sky Italia Turned NPS Into True Value
- How Cable & Wireless Communications Achieved a Once in a Generation Customer Experience Transformation
- Croatia Telecom’s Secret to Delivering a Differentiated Customer Experience
- Interview with Will Gibson, Vice President – Retail at Cable and Wireless Communications
- Presentation by Stijn Martens, CMO of VikingCO
- Presentation by Jorge Mascarenhas, Head of Customer Experience at O2
- Presentation by Carlos Graham, Chief Customer Officer at ETB
Markus Eberhard is the SVP Online and Cross-Channel Development for telecoms organisation Swisscom. At the CEM Telecoms Global Summit, CX Network caught up with him for a snapshot interview into his role and the wider strategy at Swisscom.
In the interview he discusses:
- How they tackled he challenge of personalisation and moved customer history and data through all channels into one system
- The impact of social media on their customer experience strategy
- How listening to the voice of the customer has helped them understand KPIs better and allowed them change
- The importance of experimenting with ideas and testing them with real customers to get feedback, learn, and move forward
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