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.
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.