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View all CEM in Telecoms: UK Summit Speakers

Learn how to develop a business case that will secure senior management buy-in for your CEM strategy, demonstrate a financial return and engage employees across your organisation to ensure CEM success

The first-ever CEM in Telecoms UK summit made an impressive debut in July, bringing together senior CEM Experts from key tier 1 and tier 2 operators from across UK. The event was tipped to a showcase of ‘advanced CEM strategies’ and it certainly lived up to its reputation. Many delegates were struck by the maturity of thinking around key topics, such as: employee experience, demonstrating ROI from CEM and social media.

Delegates also applauded the attention to detail that many of the case studies demonstrated. Presentations were rigorously focused on outcomes from CEM programmes and uncovered measurable improvements that contribute to business goals.

The many interactive sessions also provided an opportunity to challenge traditional thinking and debate key issues such as NPS, multi-channel consistency, exceeding customer expectations and churn.

One final takeaway was the agreement that the customer experience is a long-term journey. A ‘quick wins’ approach will not work when real culture change is needed, but when done properly CEM will bring lasting benefits to both your customers and your company .

What did attendees of CEM in Telecoms UK have to say?

I thoroughly enjoyed the event, it was a good mix of delegates and I found the content of the presentation to be first-class. I’ll be taking loads of new ideas away with me and it was also great for networking.
Tim Kitchener, Customer Experience Manager, Kcom
I was very impressed by the quality of people who attended the CEM UK Summit. It was the ideal size of event to enable frank and open discussions and I brought away some refreshing ideas to implement!
Richard Ahern, Head of Customer Operations, Zen Internet

If you are interested in these topics, we would like to suggest you three conferences this year: Customer Experience Management In Telecoms: Eastern European Summit: 24-27 September 2012, Prague, CZ. View the Full Programme.

Customer Segmentation and Churn Management: 15-18 October 2012, London, UK. View the Full Programme.

Customer Insight in Telecoms: 03 – 05 December 2012, London, UK. View the Draft Agenda.

Customer Experience Management in Telecoms: UK Summit will address your key challenges including:

  • How do I demonstrate and drive an ROI from my customer experience strategy?
  • How do I win buy-in from senior management in order to secure continued investment in my CEM initiatives?
  • How do I manage the volume and complexity of my customer data and use it to drive CEM improvements?
  • How do I engage my employees to deliver a consistent and seamless customer experience across all touch points?
  • How do I meet the increasing demands of my data customers and ensure a positive customer experience?

Download your Customer Experience Management resources here:

Don't miss your additional learning opportunities at Customer Experience Management in Telecoms: UK Summit

Pre-conference workshop: Monday 16th July 2012

  • Examining how to embed company core values and customer-centricity into the heart of your employees to turn customer experience theory into a reality

Emilie Smith
Customer Experience Manager
Orange Group

Post-conference workshop: Thursday 19th July 2012

  • Examining how to move the focus from customer to people experience to increase loyalty and trust and improve your profits

Carl Lyon
Chairman and Managing Director
The QoE

Past Customer Experience Management in Telecoms event attendees said:

“In telecommunications, for a long time we thought that everyone wanted to communicate by talking to us. This has changed dramatically and at this event you will learn about tangible ways to keep up with the pace of innovation as well as the changing expectations of today’s customer.” (Emilie Smith, Customer Experience Manager, Orange Group) “I really enjoyed the CEM in Telecoms conference and gained a lot of valuable content from the speakers. I have plenty of new ideas that I’m itching to get implemented within giffgaff!” Claire Kavanagh, CRM Manager, giffgaff (At CEM in Telecoms January 2012) “It’s been a great event, it’s always a good size event for us which is a good chance for you to network, to meet a lot of people.” (Alcatel-Lucent, Director Solutions Marketing)
“We’ve had some great discussions with operators that we haven’t spoken to before about some great initiatives as well as making some great introductions on the operator base that you’ve had here.” (MDS, Chief Marketing Officer) “I really enjoyed the CEM in Telecoms conference and gained a lot of valuable content from the speakers. I have plenty of new ideas that I'm itching to get implemented within giffgaff!” (Claire Kavanagh, CRM Manager, giffgaff) “The 2012 IQPC Customer Experience Management conference provided me with great ideas as well as valuable industry contacts. Highly recommended.” (Raymond A. Löhr, Vice President Customer Experience, UPC Broadband Holding Services BV)
“The conference provided me with a valuable insight into the latest trends and best practices regarding customer experience management. The atmosphere was very friendly and we had many candid discussions among participants.” (Miroslaw Suszek, Chief Operating Officer, UPC Poland)

Brochure Don't miss your opportunity to be part of Customer Experience Management in Telecoms: UK Summit. Download your copy of the Customer Experience Management in Telecoms agenda now!

To discuss sponsorship and exhibition opportunities at Customer Experience Management in Telecoms, email sponsor@iqpc.co.uk or download the CEM Sponsorship Brochure to find out more

Who you will meet at Customer Experience Management in Telecoms: UK Summit

Leading CEM experts from operators and service providers, including VPs, Directors, Managers and Experts of:

  • Customer Experience
  • Marketing
  • Customer Service
  • Customer Insight
  • Customer Base Management
  • Customer Engagement
  • Customer Operations
  • Voice of the Customer
  • Customer Loyalty
  • Customer Retention

Customer Experience Management in Telecoms: UK Summit

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