Ahead of CEM in Telecoms Europe Forum, we surveyed CX Leaders to gather insights on how they are developing their seamless omnichannel customer experience. The survey also identifies the challenges being faced by CX professionals in the telecoms industry, moving forward in 2019 and beyond. Download the report to discover what they are focusing on, and what integrated CX solutions companies are looking to apply to build compelling customer journeys.
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.
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.