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Welcome to the 16th Annual Customer Experience Management in Telecoms Global!

Transforming the telecoms industry by connecting back-end innovation with front-end expertise to greatly increase customer engagement in the digital era

The CEM in Telecoms Global Summit is back for its 16th year doing what we do best; bringing together the world’s leading CX Telecoms professionals to share best practice strategies to help the industry solve its greatest challenges.

In the last 15 years, there’s never been so much urgency as now to master true customer engagement and centricity, to innovate with seamless agility, to build loyalty and reduce churn, and to leverage data across all digital channels to truly redefine the entire relationship between telcos and the customer. With new and exciting developments on the horizon, from the increasing advancements of AI and machine-learning, which are driving greater value to each and every customer, to the rollout of 5G and the endless possibilities of IoT, the telecoms industry is about to truly enter the fourth industrial revolution.

Featuring keynotes, panel discussions, round-tables, and breakouts, and with a speaking faculty including the likes of Deutsche Telekom, Sprint, TalkTalkVodafone, BT, FacebookT-Mobile and Telia there’s never been a better time, and will never be a better place to come and learn, network, engage, and embrace the change that is coming. 

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2020 Speakers Include

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Benefits of Attending

Learn how to benchmark the latest technological disruptors, such as AI, Chatbots, Messaging Services, and Big Data Analytics to give your teams the expertise and confidence to fully engage with your customers

Gain an advantage over the competition with your organisation's service culture transformation and learn how to close the gap between technological advancements and CX employee development

Overhaul and transform your operating model – hear from Telia and Vodafone, who have revolutionised their offerings to attract new customers, whilst better serving their existing customer base

Learn what strategies to onboard, and what to avoid, with no-nonsense case studies and use these principles to strengthen your chances of greater investment in digitalisation for 2020 and beyond

Who Will You Meet?

Meet Chiefs/SVPs/VPs/AVPs/Directors/Heads of:


Customer Experience


Customer Strategy


Customer Operations


Customer Design


Customer Innovation


Customer Insight


Customer Loyalty


Customer Retention


Customer Engagement


Customer Analytics & Insight


Customer Channels


Customer Service





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