Experience is everything The growing trend of consumers to base their choice of operators, services and products on the customer experience they receive, means that operators need to carefully examine and optimise their Customer Experience strategy to meet and exceed customer expectations. Providing a seamless and sustainable customer experience in today’s experience-driven market is no longer an optional extra, but a requirement for any operator wanting to effectively compete and differentiate themselves. So what makes for an exceptional customer experience? What are the organisational, technical and mindset prerequisites for making it a reality? And how do you sustain it? IIR’s Telecoms Customer Experience World will examine these questions and many more. The conference presents a unique opportunity for discussing the best practices in optimising your customer experience management with a special emphasis on leveraging social media/networks for this purpose. In keeping up with our tradition of highly interactive conferences, innovative masterclasses, brainstorming workshops and roundtable sessions will examine ways for maximising customer retention and increasing profitability through data gathering, customer segmentation and the development of bespoke marketing and loyalty programmes.