Thought leadership opportunities to grow your business with a captive audience of senior telecoms professionals who are looking to enhance customer satisfaction and retention.

The Customer Experience Management in Telecoms Global Summit offers a prime opportunity to:

• Meet with key industry prospects through tailored networking
• Demonstrate key thought leadership through prime speaking opportunities to our engaged audience
• Gain valuable leads for your pipeline within our community of senior CX executives
• Share your offering to key prospects through tailored one-to-one meetings 

Explore these opportunities, who attends, the packages available and how they are relevant to your business in the online sponsorship guide.

"We had some great discussions with operators and service providers that we hadn’t spoken to before. We also made some great introductions with the global operator base that was represented at the event” Vice President of Marketing, CIQUAL Customer Insight

Explore those international accounts and senior professionals who joined us for the Customer Experience Management in Telecoms Global Summit in January 2020. 

In the current global climate, it is vital to continue the knowledge sharing and relationship building we have previously taken for granted at face-to-face event meetings. For the first time ever, we will be bringing CEM in Telecoms Global - 100% online to bring cutting edge speaking and branding opportunities to you in the comfort of your own home.

Online sponsorship packages come in many shapes and can be tailored to your needs. One constant: putting you in front of the people that matter, in a position to develop your business.

Join the CEM in Telecoms Global Summit on the 19-20 January 2021, together global leaders to explore how the impact of the ongoing pandemic is shaping the future of this industry and those effective strategies to drive business success and meet consumers evolving expectations.

With tailored networking, engaging presentations, interactive discussion groups and much more this forum presents a unique experience to get involved in high-level conversations with leading CX telecoms professionals at the time it matters most. 

This digital event format presents key opportunities to present your brand as a thought leader, discuss your offerings with leading senior professionals and capture valuable leads.

Explore the agenda for more information on those CX experts joining us, and feel free to get in touch with one of our team at partner@iqpc.co.uk.

What’s the single most important change telcos can make to increase their profits and customer satisfaction? Implement an omnichannel experience.

The flexibility of using both physical and digital channels is critical for modern customers, as many telcos fall short when offering limited journeys and only traditional interactions. Telco market leaders are now engaging customers through advanced and more convenient experiences. By investing in an omnichannel-enabled platform, telcos can give customers a true Transact Anywhere experience, putting customers at the centre of their interaction, and providing a fluid flexibility to move between various touchpoints during transactions.

Read these insights from Maplewave as this report explores 9 main types of omnichannel journeys, considering the different start points, fulfillment methods and collection points, resulting in 184 possible journey variations.

View this practical and insightful guide to examine:

• How a single-front-end platform gives customers a flexible ‘Transact Anywhere’ experience.
• How Maplewave’s omnichannel maturity model brings 184 customer journeys within reach.
• The unique benefits of Maplewave’s platform approach.

Explore more insights from Maplewave, who we are proud to be partnering with ahead of the 2021 CEM in Telecoms Global Summit, here: https://www.maplewave.com/

Buying pattern analysis for customer experience management in telecoms

In this eBook, we hear from a panel of telecoms customer experience experts to gain insight on how telecoms firms are investing into customer experience to achieve long-lasting business benefits. Our panel consists of 10 telecoms CX practitioners, comprised of six directors, one CEO, two heads of CX and one CX manager. Together, they have 42 years of experience in customer experience management.

Read the eBook to find out: 

• Investment trends & challenges 
• How billing can impact customer experience
• Channel integration plans

Plus case studies and expert insights from our panel of CX decision makers! 

Once seen as a competitive advantage, CX is now evolving into a survival imperative which is especially applicable in the demanding world of telecoms. A world in which service provision is expected without interruption at any point and the customer experience is expected to be delivered seamlessly and intuitively.

It is easy for CX professionals to be overwhelmed when they seek support from CX solutions as they often find themselves surrounded by countless vendors offering “better, smarter and faster” solutions. CX Network has comprised this guide to help and advise telecoms firms on how to select the best CX vendors for their company and secure financial backing for their CX initiatives from stakeholders. 

Download the guide to receive advice on: 

• Preparation
• Buying criteria
• Supplier assessments
• Evidencing ROI for CX investments

To stay relevant in today’s saturated telecoms market, operators are looking towards customer experience (CX) as a key differentiator. Through CX initiatives, telecoms operators stand to push back against the rampant churn that has characterised the telecoms sector over the past decade, by shifting the onus from customer acquisition to customer retention. However, the lack of alignment between different business functions and different business stakeholders will increase the difficulty of funding CX projects, while also complicating the ability to realise the investments.

The CX Network spoke with a series of telecom experts who provides insights for successfully integrating CX initiatives into the DNA of a telecoms company.

Download the full ebook to discover the latest technological disruptors, such as AI, Chatbots, Messaging Services, and Big Data Analytics to give your teams the expertise and confidence to transform your operating model.

Other key benefits to downloading the ebook:

• How CX has moved from being about competitive edge to survival imperative in telecoms
• Why telecoms firms are struggling to adopt new digital CX initiatives and steps to achieve success
• How telecoms firms can improve the alignment between different business functions

In the midst of evolving customer expectations and technological advances, this year's CEM Global Summit offers a unique platform where the telecoms industry can meet and begin to tackle these issues head on, by engaging with the latest innovations available which will have the potential to completely streamline and transform every aspect of interaction they have with their customers.

The CX Network had the opportunity to interview Huawei Technologies Co., Ltd. who offers expert insights into how to transform your operating model using digital solutions to attract new customers, while better serving your existing customer base.

Download the full interview for exclusive insights into the key issues around CX transformation, as well as providing very useful strategies around making the business case for digital transformation, CX development and, overall, creating synergy between all internal functions, to ensure that there is a truly level playing field with the entire CX vision of your organisation.

Other key benefits to downloading the interview

• Exploring the biggest disruptors in the CX space over the next 10 years
• Evaluating which tech trend will be most beneficial to the future of your CX programme
• In today’s 5G era, understanding how to evolve your operation transformation, from a technology and organisation perspective, to meet consumer CX needs and monetisation

Virtual assistants are a white-hot topic nowadays. Vendor marketing drumbeat is loud, and they promise nothing short of eradicating world hunger with their chatbots! However, if you look beyond the hype, success stories are few and far between. 54% of online US consumers think that interactions with customer service chatbots will negatively impact the quality of their lives, per Forrester’s latest research, who predicts a chatbot backlash this year.

A customer called the virtual assistant of a business he was dealing with a “virtual idiot”! How do you prevent your virtual assistant from suffering such ignominy? Here are 11 mistakes to avoid.

COVID-19 has triggered a tsunami of demand for customer service. A flood of questions about payment deferrals, paycheck protection programs, COVID-19 infection, stay-at-home directives, shipment status, and more, are overwhelming contact centers, which are struggling to keep up. For example, I called a retailer’s customer service , and was pushed to voicemail. I left a message, but never heard back. I then sent an email to them. Same result! No wonder customers are getting frustrated with many switching to competitors, something businesses can ill-afford at this time of economic uncertainty.

To be able to handle the range of queries in the pandemic era and beyond, businesses need a new kind of KM, not FAQs, basic keyword search, clueless chatbots, and document repositories.Download quick guide on what KM should look like in the era of COVID. 

In order for telecoms companies to provide a positive and reliable customer experience, changes are needed in both the underlying customer processes at the centre of an organisation and the way employees work on the frontline. Ahead of the CEM in Telecoms Global Summit 2019, CX Network caught up with Rolf Adamson, SVP, Customer Contact Centres, YouSee to discuss empowering frontline staff and building strong business processes to enhance your CX strategies.

Who You Can Meet at the CEM Global Summit

The CEM Global Summit is a renowned annual gathering within the industry for CX Telecoms professionals to:

• Network with their global peers across 3 tailored conference days
• Take a deep-dive into your most pressing and evolving challenges with our high quality agenda
• Benchmark against your competitors to retain your leading position in the industry
• Advance your strategy to drive a truly transformational CX vision for your organisation

Our community welcomes a truly global attendance, from both large and small organisations exploring challenges specific to them as well those shared amongst the industry. Reap the benefits of these unparalleled insights at the 2021 forum this January.

In the meantime, explore those attendee accounts and job titles that we previously welcomed for 2020 to get an idea of who you could be networking with you and learning from this year.

This past presentation on Operationalising CX for Measurable Success was presented at CEM in Telecoms Global 2019 by,Claire de Selve, VP, Customer Experience & Digital at Orange. 

The importance of having metrics that provide the most accurate representation of your CX progress cannot be overstated. So how to build intelligent metrics the soft way and drive your CX program smoothly? We need to be able to clearly operationalize CX ambitions, which will celebrate significant achievements.

• Looking at different metrics: NPS? CSAT? CES? Or is AI going to lead the way with new, more comprehensive intelligent metrics solutions?
• Metrics to drive accountability at all levels 
• What about human metrics?

Digital solutions now play an important role in the customer experience and many companies are currently investing in tools to further digitise their customer journey, through tech such as artificial intelligence, mobile apps and chatbots. This interactive presentation will take you through several key customer touchpoints and how each touchpoint has been created or enhanced through the introduction of digital elements and what this means for the overall customer experience.