Thought leadership opportunities to grow your business with a captive audience of senior telecoms professionals who are looking to enhance customer satisfaction and retention. The Customer Experience Management in Telecoms Global Summit offers a prime opportunity to:Meet with key industry prospects through tailored networkingDemonstrate key thought leadership through prime speaking...

"We had some great discussions with operators and service providers that we hadn’t spoken to before. We also made some great introductions with the global operator base that was represented at the event” Vice President of Marketing, CIQUAL Customer InsightExplore those international accounts and senior professionals who joined us for...

Join the CEM in Telecoms Global Summit on the 19-20 January 2021, together global leaders to explore how the impact of the ongoing pandemic is shaping the future of this industry and those effective strategies to drive business success and meet consumers evolving expectations. With tailored networking, engaging presentations, interactive...

What’s the single most important change telcos can make to increase their profits and customer satisfaction? Implement an omnichannel experience.The flexibility of using both physical and digital channels is critical for modern customers, as many telcos fall short when offering limited journeys and only traditional interactions. Telco market leaders are...

Buying pattern analysis for customer experience management in telecoms Telecoms providers are behind the CX curve and their client churn rates stand as proof. Placing a clear focus on CX and putting the customer at the centre of the organisation is steadily becoming a hallmark of telecoms strategy, with many...

Once seen as a competitive advantage, CX is now evolving into a survival imperative which is especially applicable in the demanding world of telecoms. A world in which service provision is expected without interruption at any point and the customer experience is expected to be delivered seamlessly and intuitively.It is...

To stay relevant in today’s saturated telecoms market, operators are looking towards customer experience (CX) as a key differentiator. Through CX initiatives, telecoms operators stand to push back against the rampant churn that has characterised the telecoms sector over the past decade, by shifting the onus from customer acquisition to...

In the midst of evolving customer expectations and technological advances, this year's CEM Global Summit offers a unique platform where the telecoms industry can meet and begin to tackle these issues head on, by engaging with the latest innovations available which will have the potential to completely streamline and transform...

Virtual assistants are a white-hot topic nowadays. Vendor marketing drumbeat is loud, and they promise nothing short of eradicating world hunger with their chatbots! However, if you look beyond the hype, success stories are few and far between. 54% of online US consumers think that interactions with customer service chatbots...

COVID-19 has triggered a tsunami of demand for customer service. A flood of questions about payment deferrals, paycheck protection programs, COVID-19 infection, stay-at-home directives, shipment status, and more, are overwhelming contact centers, which are struggling to keep up. For example, I called a retailer’s customer service , and was pushed...

In order for telecoms companies to provide a positive and reliable customer experience, changes are needed in both the underlying customer processes at the centre of an organisation and the way employees work on the frontline. Ahead of the CEM in Telecoms Global Summit 2019, CX Network caught up with...

Who You Can Meet at the CEM Global SummitThe CEM Global Summit is a renowned annual gathering within the industry for CX Telecoms professionals to:Network with their global peers across 3 tailored conference daysTake a deep-dive into your most pressing and evolving challenges with our high quality agendaBenchmark against your...

This past presentation on Operationalising CX for Measurable Success was presented at CEM in Telecoms Global 2019 by,Claire de Selve, VP, Customer Experience & Digital at Orange. The importance of having metrics that provide the most accurate representation of your CX progress cannot be overstated. So how to build intelligent...

Digital solutions now play an important role in the customer experience and many companies are currently investing in tools to further digitise their customer journey, through tech such as artificial intelligence, mobile apps and chatbots. This interactive presentation will take you through several key customer touchpoints and how each touchpoint...