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