06 - 07 July, 2020
Hilton London Syon Park, Middlesex, United Kingdom


Working From Home: Essential Reading

Customer Crisis: COVID-19

During this incredibly sensitive time, brands must be mindful of the decisions they make as the impact on customer loyalty and employee experience may last long after this health epidemic blows over. Read our article exploring COVID-19: Customer care and employee experience in times of widespread social stress for more...

What is the Digital Workplace?

The digital workplace has advanced significantly throughout the past decade and as we move into a new era of remote working, why not learn more about the subject? This detailed infographic gives you a snapshot of key statistics and trends, including: what we know, today's challenges, managing email, duplicating work,...

Evolution of the Digital Workplace: A Journey Through the 2010s & Predictions for the 2020s

We interviewed a number of industry thought leaders responsible for their company’s digital workplace strategy and asked them to walk us through their digital workplace journey through the past decade and to outline their predictions for the new decade. They each provided a brief overview of how the digital workplace...

Employee Experience: Today & Beyond

We had the chance to hear from Brett Caldon, CEO of Workgrid Software, and gain expert insights into how IT plays a significant role in employee experience and the future of the digital workplace. Brett is Head of Business Operations for Workgrid Software, a tech start-up and wholly owned subsidiary...

How Companies Can Leverage Mobility as a Catalyst for Digital Transformation

We had the pleasure of sitting down with Gina Gallo, CEO of Stratix, to discuss her expert insights into how mobility helps drive the digital transformation change and help connect the employee experience to that of the customers.

60 Seconds with Automation Leaders

We interviewed four leaders from the automation space to divulge their insights into their company’s automation strategy, automation journey, the impact this has on their business, the role their solution providers play in their automation, and much more.

Featured download

[Infographic] 2019 INVESTMENT PRIORITIES: CX professionals' Top Challenges Revealed!

Based on in-depth research with customer experience decision makers from top European brands within the Telecoms space, we have discovered where these executives are looking to invest over the next 12 months. We have created the Customer Experience in Telecoms Investment Priorities 2019 infographic for you ahead of the Customer...

[Report] Customer behaviour and attitudes in telco buying decisions Revealed!

A NEW report based on original research carried out by Conversity, examining the habits of consumers when shopping for telco products and accompanying services like broadband and TV packages. We dig deep into the mindset of consumers of varying ages, demographics and income brackets, establishing what you can do as...

[REPORT] Being Human – The Importance of Real Time Relevance for Customers Online

When it comes to shopping online, the biggest difficulty most retailers and brands face is trying to inject the personality, efficiency and brilliance of their best offering in-store, including product merchandising and advisor led guidance which has frequently taken years of time and money, into the sphere of their digital...

What is the Future of CX in Telecoms

89% of consumers are willing to switch providers as a result of a poor experience (Forrester).With the ever changing and increasing demands of the customer, delivering an excellent customer experience strategy is becoming harder than it’s ever been. Customers have more and more control over how they choose to interact...

The Telecoms Customer: 2018 Report

2018 has been a big year for the Telecoms industry. Increasingly fierce competition, mergers & acquisitions and some of the largest fines ever from regulators means that delivering a consistent customer experience is now more important than ever to remain relevant in a busy market. Focusing on The Challenge of Churn;...

Telecoms Report CX Investments

This exclusive report created by the Customer Experience Exchange for Telecoms is a definitive guide to the top challenges, projects and biggest investment priorities shaping the 2019 strategies of Customer Experience, Services, Digital and Operation Leaders from across the telecom industries. A MUST READ!

Interviews with industry leaders

Interview: Jorge Mascarenhas, Head of O2, Telefonica

Jorge talks to the Exchange about the impact that Gurus have on O2’s customer strategy. Jorge also shares the impact of propositions like these and how to create a business case around something experiential such as the Guru strategy.

Interview: Kjell-Morten Johnsen, Head of Telenor Europe & Broad Member at Vimpelcom Telenor

In this thought provoking interview, Kjell-Morten discusses the importance of customer centricity from the board perspective, together with the impact digital is playing in the future of customer experience.

Interview with Fabrice Andre, SVP Quality & CSR, Orange

The Customer Management Exchange team sat down with Fabrice to discuss how Orange are currently leveraging their customer strategy as a catalyst for growth, the key elements to a customer strategy that builds customers loyalty whilst minimising churn and how Orange build emotional engagement with it’s customers. 

Interview: Rohini Mehra, Director of Channel Operations, Three

Rohini talks about the importance of delivering service at the contact centre and how insight driven strategies are key to sharpening your initiatives for success.

Interview: Charlotte Dunsterville, Customer Experience Director, Sure International

For an organisation to become truly customer centric, the customer experience must be entrenched in all aspects of the business, from the customer facing teams to the back office functions. Such an organisational change is not without its challenges, and sometimes ‘doing the basics well’ internally can be the first...

Interview: Tete Soto, General Manager Online and Multichannel, Telefonica

In this exclusive interview Tete shares her thoughts on how best to deliver an excellent Customer Experience to O2’s consumer base, regardless of what channel they choose to use. Having joined the industry from a retail background, Tete also discusses what the telecoms industry can learn from other sectors, and...

Interview: Gero Niemeyer, Managing Director of Customer Service, Deutsche Telekom

As one of the largest telecom provider in Europe, Gero talks about how Deutsche Telekom have remained competitive throughout the years, and how they have innovated their strategies to keep up with the rising needs of the consumer through digital and self service.

Interview: Richard George, Senior Vice President, Digital, Eir

Richard highlights the importance of having a strong digital strategy and how ensuring an organisation is bought into the changing consumer culture is critical to embracing new technology throughout the business.

Customer culture & centricity

How to Reduce Churn and Improve Customer Retention

Every telecoms provider knows that it is much cheaper to retain an existing customer than it is to acquire a new one. Loyalty and retention are probably some of the biggest challenges facing operators today, especially in the competitive global marketplace, where the current economic climate is such that customers...

Putting The Customer In The Drivers’ Seat

Over the past few years there has been a huge shift towards putting the customer in the drivers’ seat when it comes to developing your customer service strategy. Discovering what your customers’ expectations are and how to quickly resolve their issues is a top priority for telecoms professionals, but what...

Additional content download

The Challenge of Customer Culture Transformation

It used to be enough for telecom operators to just monitor and manage network quality. Now, as the wireless operator space continuously hits new heights of competitiveness and customer churn can make or break a quarterly financial report, customer experience management has taken centre stage.

A Minute With Richard Shenton - Virgin Media Business

We recently spoke to Richard Shenton Head of Customer Experience Strategy and Continuous Improvement at Virgin Media Business to get his insight on CX Telecoms related questions.

Download the 2019 Agenda

Download the 2019 agenda for the Customer Experience Exchange for Telecoms and find out what the top telecoms providers in Europe are prioritizing in their Customer Experience endeavors.

Customer experience strategy

The Challenge of Churn

It used to be enough for telecom operators to just monitor and manage network quality. Now, as the wireless operator space continuously hits new heights of competitiveness and customer churn can make or break a quarterly financial report, customer experience management has taken centre stage.

Insight and Analytics Report

Are you able to capture, analyse and leverage your customer data across your organisation? Many companies have the correct tools in place to capture this data, but ensuring true customer insight is still proving tricky for organisations.In this report we identify some of the key trends and challenges for 2019...

The Digital Challenge

It’s a given now that if an organisation hasn’t at least started their journey into online customer experience, then the competitive advantage may already be lost. Self service, automation and live chat are all tools that have enabled this section of a customer strategy to flourish, but customers still feel...

Employee engagement

Mobile HangUps

The next generation of employees is entering the workplace en masse and bringing new work habits, values, and goals with them. According to a study conducted by Deloitte, Millennials are expected to comprise 75% of the workforce by 2025.1 In order to understand how organisations must adapt, it is important...