Event Tags


There is no video found.

Customer Experience Management Telecoms 2015



“Creating a Customer-centric mind-set; Evolving beyond traditional methods to engage the customer, increase ROI and create your unique brand experience”


Few industries face such a complex CEM challenge as the telecommunications market. Customers usually contact their operators to complain about service problems or billings issues.


A very profound inverse relationship exist between churn and customer experience. Operators have come to realise that the customer’s experience is their only route forward to increase market share, reduce churn rates and create a distinct competitive advantage.


The CEM Telecoms Summit 2015 takes a look at the highs and lows of customer experience management in telecoms. Held in Singapore from 10th – 11th June 2015 the event combines real-life examples, case studies, best practice sessions for problem solving, idea exchanges and debate on the hottest topics on customer experience in the region.


This premier event has everything you need to know about CEM in today’s competitive telecoms market with thought leaderships from the industry’s movers and shakers


TOP 5 Themes for CEM Telecoms 2015


1. The Future of CEM; Measuring your network-centric metrics – the need for speed - Nithia Kumar, Head of Customer Centricity, Asia, Telenor

  • 2. Bricks vs. Clicks;
     Maximising ROI through customer self-service - 
  • Rogers Zhao, Creative telecom expert and strategist, China Operator

3. Real value of social media for customer experience; The evolving role of social media in telecoms CX - Darren Choo, AVP Social CRM, StarHub

4. Measuring your UXD across all touch points; How do you measure the customer experience across multiple touch points? - Nabila Rahman, Head of Customer Experience Commercial, Grameenphone

5. Managing your diverse customer segments; Delighting your high-value customers to enhance their lifetime value and profi tability (upselling and cross selling) - Uddalak Chatterjee, Head – Zonal Operations, Customer Service Kolkata & West Bengal Telecom Circles, Bharti Airtel



Download the programme agenda and speakers list here



Address: Singapore, 0 Get Direction