Event Tags


There is no video found.

ComTech Forum: Improving Customer Experience

8/30/17 4:30 PM - 8/30/17 9:00 PM
400 West California Avenue, Sunnyvale, CA 94086, U...

Customer Experience Management (CEM) isn't so simple anymore: our increasingly complex telecom services portfolio, we need new solutions to manage the Customer Experience.


According to Forrester Research, 89% of customers are willing to leave their telecom provider as a result of perceived poor service. However, companies can mitigate this risk by providing excellent CEM. Excellent CEM will not only improve customer loyalty but also increase revenues, shareholder value and new service adoption. Multiple research sources say that between 50% and 85% of customers would pay for better customer service.


Telecom Council members will meet to discuss the evolving field of CEM and the modern tools and solutions that are changing the way Service Providers interact with subscribers.


We'll consider the impacts of:


  • Digital Transformation
  • Customer-Centric
  • Big Data Analytics, AI
  • Maximizing NPS (Net Promoter Score) and brand value
  • Using AI, predictive analytics, cognitive computing, bots, and messaging


On the target areas of:

  • Loyalty and churn
  • Customer Service
  • Revenue maximization
  • Consistent Omnichannel Experience
  • Service Level differentiation


Join us as we look at the subject of CEM, and meet with innovative companies providing fresh ideas and technology which address the difficult challenge.

Address: 400 West California Avenue, Sunnyvale, CA 94086, United States, 0 Get Direction