Customer Experience is a movement. For some, customer experience is just a catchword –giving little more importance to it than improving the performance metrics of a few customer facing processes. In this kind of situation, cultural change is exactly what is needed to achieve a truly differentiated customer experience. As long as some people at the company think that customer happiness is someone else’s responsibility or that customer experience is just a matter of enhancing a few selected business processes your company will always fall behind competitors who are making customer experience a core competence and component of the entire organization.
It is widely known that it costs significantly more to attract new customers that it does to retain old ones. Excellent customer service is now key to a successful business. Competition in the Telecoms market is high already and growing. Customer Experience enables you to differentiate without using special offers or discounts. Be better, be different.
Already in it's 6th year the Customer Experience Management Summit will provide you with the opportunity to discuss new developments with the right people, to listen to thought leaders and their experiences, and return to your company with concrete ideas to move forward.
18 Case Studies from : Deutsche Telekom, Orange, Telefonica, Ooredoo, TDC and Liberty Global
How to align channel strategy to best support the customers’ needs
|Customer Centricity Case Study from MOB|
|Discover how Telefonica moved from a traditional to really digital business across the whole group|
|Brand Customer experience – shifting the strategy from local to global – presented by Ooredoo|
|Deutsche Telecom AG: Jens Kannler, VP Operations Office Home Service|
|Ooredoo: Radu Ciocan, Group Director Customer Care & Customer Experience|
|Telefonica SA: John Belchamber, Global Head Business Intelligence|
|TDC: Tiina Moberg, Director, Customer Experience & Automation|
|Liberty Global Netherlands: Peter Dorr, Managing Director Customer Service and Marketing|