Content Library

CEM in Telecoms Global Summit Agenda

The 2021 agenda is currently in production, but while we focus on this take a look at the 2020 agenda to give you an idea of the high standard we aim to beat yet again in 2021! 2020 was jam-packed with speakers, sessions, sponsors, workshops, awards and more ...

Event Information

CEM Global 2020 Attendee List: Explore Who Attends Our Annual Event

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...

Brochure

Guide to Online Conference Sponsorship

Thought leadership opportunities to grow your business with a captive audience of senior telecoms professionals who are looking to enhance customer satisfaction and retention. Find out who attends and how you can participate. 

Reports

Telecoms CEM Investment Trends eBook: 2020

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...

Exclusive Content

Winning tactics for CX vendor selection and evidencing ROI

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...

Applying and Integrating Customer Experience in Telecoms

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...

Digitalisation to Transform: Exploring the Biggest Tech Disruptors in the CX Space

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...

11 Reasons Why Customer Service Chatbots Fail

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...

The New Knowledge Management Required for Customer Service in the COVID Era

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...

Past Presentation: Operationalising CX for Measurable Success

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 metrics the...

Interactive Presentation: Digitalising Your Customer Touchpoints

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...

Beyond the Frontline: Tackling customer experience at the heart of your organisation

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...

Insights from Nokia

Whitepaper: Customer Experience is more than you think is is

While there is no one-size-fits-all approach for providing a good customer experience, there is a secret sauce of practices that can keep customers satisfied. These are strategically necessary as an organization modifies its internal processes, adjusts its marketing strategy and enhances its systems to deliver a more customer-centric experience. Read...

Webinar: Doing business in a 5G world

With 5G experience expectations flying so high, how will you ensure you deliver extraordinary experiences to your customers and stay profitable? What business models should you consider and how can you differentiate yourself in the market? Join us to talk about marketing, selling and supporting services in the 5G era.Register...

Insights from Undabot

Benefits of Using a Self-Service Customer Care App

Learn how to increase revenue, decrease customer support cost and improve customer experience.