eBooks

Operationalising CX For Measurable Success

Operationalising CX For Measurable Success

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.

How to align CX and business strategy to create value for customers

How to align CX and business strategy to create value for customers

We spoke with Gary Walker, Founder at 22North to discuss creating value for customers, aligning business strategy with CX and the challenges facing the traditional telecoms industry in a digital age. Walker also shared his advice on how companies can create a better experience for your customers using start-ups as inspiration.

The Ultimate Guide to Customer Experience Excellence - Top Tips from Telecoms Industry Experts

The Ultimate Guide to Customer Experience Excellence - Top Tips from Telecoms Industry Experts

Focusing on bringing you insights from leaders within Customer Experience Management in Telecoms, this is the Ultimate Guide to Customer Experience Excellence. 

From omni-channels to social media to what an excellent NPS really means, we spoke to 5 CEM leaders to get insider tips on what really works. 

Insights from: Telefonica's Sergio Rendon, Bassermacherin's Pia Romer, Sunrise's Max Nunziata, Deutsche Telekom's Gero Neimeyer and Eircom's Chris Keogh.