Video

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.

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 is the best method to uncover this information? Rohini Mehra, the Director of Channel Operations at Hutchison 3 revealed exclusive insights into how her team have put the customer at the heart of their thinking, with tremendous success. Watch her presentation to find out how they have transformed their customer satisfaction results by engaging the customer in their customer roadmap.

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 hurdle to overcome. Charlotte shares the evolution of Sure’s customer strategy, together with how the organisation has worked to integrate the customer experience into day to day activities to ensure it delivers the best experience possible.

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 how this insight can be used to help steer strategy.

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.