27-29 January
Novotel London West, London, United Kingdom
Juan Manuel Caro Bernat, Director of Operations & Customer Experience at Telefónica
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Juan Manuel Caro Bernat


Director of Operations & Customer Experience
Telefónica

Check out the incredible speaker line-up to see who will be joining Juan Manuel.

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Conference Day One

Tuesday, January 28th, 2020


9:50 HOW TO DELIVER CONSISTENT CX ACROSS MULTIPLE SCREENS

When operators have to manage customers across various channels, platforms and screens, from offering wireless network coverage, to other OTT offerings, there can often be a disconnect when it comes to providing that seamless customer experience. Multiple touchpoints provide multiple opportunities for going above and beyond your customers’ expectations, but when it goes wrong, it can have serious implications for the satisfaction and loyalty of your customers. 
 
·         What strategies, solutions, and insights can be learned to truly maximise consistent, multi-leveled customer experience?
·         What mistakes and fracture points can be avoided?
·         How can you apply these to your day-to-day CX initiatives to try and alleviate some of these challenges?