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June 18 - 19, 2019 | Marriott Marquis Washington, DC, USA
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Justin Sarni, Sr. Director, Customer Insight at Cable & Wireless Communications
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Justin Sarni


Sr. Director, Customer Insight
Cable & Wireless Communications

Check out the incredible speaker line-up to see who will be joining Justin.

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CONFERENCE DAY ONE

Tuesday, June 18th, 2019

11:30 AM TURNING CUSTOMER DATA INTO A REVENUE-GENERATING ASSET — A CASE STUDY

A large multinational telecom was struggling with high customer churn rates, an ineffective sales process, and declining NPS® scores. The company turned to its data to better understand customer behavior and use customer insights to develop targeted retention and sales programs. These efforts led to significant improvements in customer save rates, NPS, and product upsell conversions.
 
Join this session to learn how this telecom:
 
·         Overcame challenges caused by decentralized processes and fragmented source systems to create a single view of the customer
·         Uncovered insights in its data to shape which retention, sales, and CX initiatives to prioritize
·         Created and implemented a CX roadmap that aligned the organization around the customer and drove improvements in key business metrics