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7th Annual Customer Experience Management in Telecom Summit

4/21/15 8:00 AM - 4/23/15 12:00 AM
Friedrichstraße 10117, Berlin, Germany
HostAllan Lloyds
VenueEurostars Hotel

With increased competition and customer demand just having a good product with ordinary service is not enough anymore. You need 'something extra'. And that 'something extra' is a great customer experience.


This year organisations will fully understand and appreciate the importance of employees to customer experience management. Companies will focus more and more on customer experience in 2015, and will soon identify the need to make internal changes. In 2015, effective customer experience efforts will recognize that the key factor to success is their employees. Providing customer facing employees with the right training, motivation and aligning the customer touch points to ensure that the customer advisors have access to all the necessary information is now essential.

The 7th Annual Customer Experience Management in Telecom Summit will dive into recent challenges and innovations in customer experience, mobile and digital customer experience, how to improve customer journeys, how to build efficient and successful customer programmes, and also provide company transformation case studies and practical examples to enable you to deliver the best experience for your customers.


Key topics

  • BT – Case Study on A Tale of 3 Launches – What went wrong, what went right & what was learned!
  • Why Human experience, and not customer experience management?
  • Using Analytics to DELIVER Differentiation – Case Study from Telefonica!
  • How to continually improve customer experience on multiple levels and develop a way to work to deliver services which are internally anchored, effective and customer centric
  • Customer Experience improvement through Customer Journey re-design
  • Customer Journey mapping as a continuous improvement tool
  • Customer centricity – The Journey of Net promoter System implementation
  • How to reward the employees who reward your customers?

For ticket information, including prices and availability, please contact Allan Lloyds directly.

Address: Friedrichstraße 10117, Berlin, Germany, 0 Get Direction