We were delighted to have Claire De Selve, VP, Customer Experience & Digital from Orange on the stage where she shared her insights on the importance of having metrics, providing the most accurate representation of your CX progress. How to build intelligent metrics the soft way and drive your CX program smoothly? We need to be able to clearly operationalise CX ambitions, which will celebrate significant achievements.
There is often a large focus on the customer journey and keeping up with customer demads. However is the same focal point on seamless omnichannel experiences, digital touchpoints, and the impact IOT has on CX?
Three's Head of Omni-channel and Digital First joined us at the Customer Experience Management for Telecoms Europe, where he delivered a presentation discussion the impact of IOT can impact the CX in the telecoms industry.
View the full interview here