16 - 19 July, 2012, Chelsea Football Club, London, UK
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Customer Experience Management in Telecoms
24th – 27th September 2012, Prague
When will I see the results of my Customer Experience program?
Ten reasons why the awesome power of Customer Emotions are not being embraced by business
Call Centre Experience Management Styles
The Problem with Too Much Customer Feedback
Customer Experience in times of Austerity?
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View all CEM in Telecoms: UK Summit Speakers
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 .
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.
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!
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.
Pre-conference workshop: Monday 16th July 2012
Customer Experience Manager
Post-conference workshop: Thursday 19th July 2012
Chairman and Managing Director
“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)
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