Interviews

CEM in Telecoms - 6 insights for Customer Experience Management that you need to know

CEM in Telecoms - 6 insights for Customer Experience Management that you need to know

We asked CX leaders from the European Telecoms industry what challenges they face for 2019 and beyond. Discover the upcoming strategies they are focusing on, and the integrated CX solutions, which companies applying to build compelling customer journeys.

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Emerging Telecoms Technologies: What does CX look like in 2020?

Emerging Telecoms Technologies: What does CX look like in 2020?

New technologies, tools, platforms and channels to engage and share with customers are quickly becoming the backbone of a seamless end-to-end customer experience, with this is mind, we wanted to build a greater understanding of what the key attributes of the technology toolkit of 2020 will be in regard to customer experience. With insights from Julien Rio, Head of Marketing, Dimelo, we have looked into how new technologies are shaping the design of a truly conversational experience that will transform customer experience by 2020.

How the technological evolution is reshaping CEM job functions

How the technological evolution is reshaping CEM job functions

The implementation of new customer experience technologies will require the adaptation of existing business functions as automated systems may replace lower-level positions, and give life to new roles in the areas of analytics and data science. 

Ahead of their participation in Customer Experience Management in Telecoms Europe Conference, we spoke to Erik Meijer, Strategy GPM/Group Innovation, eCompany, Deutsche Telekom AG and Frank Buettner, Head of Human Centred Design, VP, Swisscom about how the technological evolution is paving the way for new job roles and reshaping customer experience functions. 


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.  

Customer Experience Management: Case Studies from across the Globe

Customer Experience Management: Case Studies from across the Globe

This CEM in Telecoms Global Review focuses on region specific case studies that look at the ways the industry can build a customer-centric company culture, action VOC, enhance their digital transformation and break down silos in order to secure long term retention and increase customer lifetime value. With insight from Vodafone Germany, ETB, Tigo Ghana, TeliaSonera, AT&T, Ncell and many more, this is your guide to becoming a CEM Guru and leading your colleagues along the path to customer centricity.