Defining CEM to achieve effective market differentiation
Ahmad Kamal is currently leading the Customer Services division at Ufone in Pakistan. He possesses a rich and diversified experience spanning over 23 years in the Telecommunication Industry. He is regarded as one of the pioneers of Customer Experience management in Paki…more ›
Niclas is passionate about new development in ICT, new business models, new regulatory moves and how new appealing offerings for consumers and enterprise users can be created. Niclas joined Ericsson in 1995 and has been working with OSS/BSS marketing, sales, product man…more ›
Wayne Schutte joined Everything Everywhere in 2011 as part of the contact centre operations leadership team for the Orange and T-Mobile brands. In September he was appointed as the Director of Customer Experience team, which brings together expertise on customer insight…more ›
Steven has 16 years Consultancy experience designing consumer strategies for major B2C & B2B firms. He is Beyond Philosophy's Senior Head of Research & Consulting. Prior to BP he worked at major consulting firms (e.g., Gartner), project managing blue-chip cl…more ›
Justin leads the Revenue Management programme (formerly Billing), which is part of Analysys Mason's Telecoms Software research stream. He specialises in business intelligence and analytics tools, the functionality of which cuts across all of the research programmes …more ›
About
Today’s consumers and enterprises are increasingly selecting telcos based on the quality of their customer experience. This is despite the fact that there is still no industry consensus about what CEM actually means. Some telcos look to complex support systems to deliver a good customer experience but others believe focussing on the basics – network quality, effective customer care and clear tariff packages – is the way to go. Be that as it may, what is clear is that many predict CEM will be the new point of differentiation for successful telecoms players for the foreseeable future.
The Total Telecom Customer Experience Summit 2012 has been specially designed to explore the above and define CEM to achieve effective market differentiation for industry players.
The Summit has been specifically organised to coincide with our annual Total Telecom World conference and the World Communication Awards 2012, which will take place the day before this Summit. This way, the conference programme can focus in part on the companies that have been recognised for excellence by the judges of the WCA and the Asia Communication Awards, which successfully took place in Singapore in June.
Above all this Summit will bring together the most interesting and cutting edge examples of great customer experience in the industry today. And not just the winners of the Awards either but also the nominees, who have really good innovative ideas, and many of the leading lights within the industry today.
In short, this conference is a not-to-be missed event for the telecoms operators and service providers, vendors, and consultants and analysts who want to stay one step ahead of the game with their customer experience strategies and offerings.
On the agenda:
• Everyone’s talking about it...but what is CEM?
• Using CEM as a point of differentiation
• Real-time data, analytics and billing strategies
• Is it wise to outsource call centres?
• The benefits of self service portals
• Using social media to communicate with customers
• CEM strategies to retain enterprise customers
• What CEM trends will we see in future?
The added benefits
- Meet the industry's most significant figures; from CxOs and Presidents, to Directors and Managers
- Network with high end industry players
- Build new relationships
- Showcase your product or highlight your company to your target market.
Who should sponsor?
- Major telecom and IT equipment manufacturers
- Specialist customer experience solution providers
- Professional advisory
- Network software & solutions analytics
- Customer insight
- CRM software
- BSS / OSS providers
- Brand consultants
- Content development
- OTT solution companies
Who will attend?
Recent attendees to our events include:
AT&T; BSKYB; BT; Cable&Wireless International; Cable&Wireless Worldwide; China Telecom; CITIC Telecom CPC; Citycell; Colt; Content Guru; Deutsche Telekom; DoCoMo Europe; Ericsson; EU Networks; Everything Everywhere; Exponential –E; Firstsource Solutions; FonYou Telecom S.L; Fujitsu; GEO; Global Crossing; GSMA; Huawei; Hutchison; IBM; Idea Cellular; Interoute; Ipanema; Orange Business Services and many more...
