This document provides information about an upcoming conference on Customer Experience Management in Telecoms that will take place from January 24-27, 2011 in London. The conference will provide insights from executives at various telecom companies and opportunities to learn about developing, implementing, and leveraging successful customer experience management strategies. It will also include workshops, case studies, and a best practice exchange.
This presentation on Customer Experience Management was delivered at The Social CRM Conference in Singapore on the 21/01/2014. The event was attended by Senior Marketing Executives from around the Asia Pacific and Japan region.
This document outlines key elements of a successful customer experience strategy. It discusses appointing a senior customer experience leader to develop the strategy and ensure accountability. The strategy should define the company's mission, vision, and annual plans. It also recommends mapping the customer journey, simplifying processes, assessing maturity levels, and sharing accountability across departments. Regularly capturing customer feedback through programs like Voice of the Customer is also presented as important. The overall message is that an effective customer experience strategy can increase revenues and loyalty.
This document provides information about the European Customer Experience World (ECEW) 2013 conference. It discusses why attendees should go, who should attend, what attendees will learn, and the benefits of attending. The key points are:
1) ECEW 2013 will explore how to deliver great customer experiences in the current business environment of new customers, channels, and challenges. It will cover the customer journey and experience strategy.
2) The conference is aimed at those responsible for customer experience, including brand leaders, executives, and CEOs. Attendees will learn practical information to improve customer experience, satisfaction, loyalty and profits.
3) Sessions will cover topics like social media, customer centricity, customer service
Mobile Moment ou l'art de repenser l'experience customer sous un nouvel angle.keerthan_muthurasa
A travers cette présentation, nous avons essayer d'introduire le concept de mobile moment et expliquer pourquoi il est important de repenser l'expérience mobile en ayant en tête une approche customer first.
This document advertises and provides details about the "Customer Experience in Telecoms" conference focused on the enterprise market. The conference will be held June 30th - July 2nd, 2015 in London and will feature presentations and workshops on designing customer experience frameworks for B2B customers, delivering enterprise mobility solutions, and case studies from telecom companies on improving the customer experience. Attendees will learn how to better meet the needs of business customers and simplify interactions to increase satisfaction, retention, and revenue.
This document provides information about the "CEM in Telecoms North America" conference taking place on October 21-22, 2015 in Atlanta, Georgia. The conference will focus on how telecommunications carriers can deliver a consistently positive customer experience across all channels and touchpoints. It will include case studies from carriers such as AT&T, Bell, Telus, and Verizon on topics such as becoming more customer-centric, measuring the customer experience, and improving customer service. A pre-conference workshop day on October 20 will allow attendees to learn about mapping customer journeys and engaging employees to improve the customer experience.
This document summarizes an event for customer experience leaders in the Latin American telecom industry. The event will be held on March 30-31, 2016 in Lima, Peru and will feature presentations and discussions on topics like building customer-focused processes, migrating customers to digital channels, simplifying the customer experience, and aligning departments to deliver an omni-channel experience. Speakers will include executives from telecom companies like Tigo, Telefonica, Nextel, and DirecTV. The event aims to help attendees discover best practices for improving customer retention, satisfaction, and advocacy.
This presentation on Customer Experience Management was delivered at The Social CRM Conference in Singapore on the 21/01/2014. The event was attended by Senior Marketing Executives from around the Asia Pacific and Japan region.
This document outlines key elements of a successful customer experience strategy. It discusses appointing a senior customer experience leader to develop the strategy and ensure accountability. The strategy should define the company's mission, vision, and annual plans. It also recommends mapping the customer journey, simplifying processes, assessing maturity levels, and sharing accountability across departments. Regularly capturing customer feedback through programs like Voice of the Customer is also presented as important. The overall message is that an effective customer experience strategy can increase revenues and loyalty.
This document provides information about the European Customer Experience World (ECEW) 2013 conference. It discusses why attendees should go, who should attend, what attendees will learn, and the benefits of attending. The key points are:
1) ECEW 2013 will explore how to deliver great customer experiences in the current business environment of new customers, channels, and challenges. It will cover the customer journey and experience strategy.
2) The conference is aimed at those responsible for customer experience, including brand leaders, executives, and CEOs. Attendees will learn practical information to improve customer experience, satisfaction, loyalty and profits.
3) Sessions will cover topics like social media, customer centricity, customer service
Mobile Moment ou l'art de repenser l'experience customer sous un nouvel angle.keerthan_muthurasa
A travers cette présentation, nous avons essayer d'introduire le concept de mobile moment et expliquer pourquoi il est important de repenser l'expérience mobile en ayant en tête une approche customer first.
This document advertises and provides details about the "Customer Experience in Telecoms" conference focused on the enterprise market. The conference will be held June 30th - July 2nd, 2015 in London and will feature presentations and workshops on designing customer experience frameworks for B2B customers, delivering enterprise mobility solutions, and case studies from telecom companies on improving the customer experience. Attendees will learn how to better meet the needs of business customers and simplify interactions to increase satisfaction, retention, and revenue.
This document provides information about the "CEM in Telecoms North America" conference taking place on October 21-22, 2015 in Atlanta, Georgia. The conference will focus on how telecommunications carriers can deliver a consistently positive customer experience across all channels and touchpoints. It will include case studies from carriers such as AT&T, Bell, Telus, and Verizon on topics such as becoming more customer-centric, measuring the customer experience, and improving customer service. A pre-conference workshop day on October 20 will allow attendees to learn about mapping customer journeys and engaging employees to improve the customer experience.
This document summarizes an event for customer experience leaders in the Latin American telecom industry. The event will be held on March 30-31, 2016 in Lima, Peru and will feature presentations and discussions on topics like building customer-focused processes, migrating customers to digital channels, simplifying the customer experience, and aligning departments to deliver an omni-channel experience. Speakers will include executives from telecom companies like Tigo, Telefonica, Nextel, and DirecTV. The event aims to help attendees discover best practices for improving customer retention, satisfaction, and advocacy.
This document provides information about the European telecoms industry's #1 customer experience conference taking place from June 27th-29th in Prague, Czech Republic. The conference will feature over 40 expert speakers from major telecom companies in Europe and will provide a tailored B2C and B2B track under one roof. Attendees will learn strategies for digitally transforming their organizations to generate a culture of continuous customer experience management improvement and shape the future of the European telecoms industry.
The only event specific to the Nordic region dedicated to driving customer centric engagement, experience and process to offer seamless, efficient Customer Experience in the multi-channel era
Customer Segmentation and Churn ManagementTelecomsIQ
This document provides information about a conference on customer segmentation and churn management taking place from November 28th to December 1st 2011 in London. The conference will feature presentations from 15 heads of departments from telecom operators across Europe and the Middle East on how they are using segmentation strategies to enhance customer experience, reduce churn, and maximize revenue. Attendees will learn how to develop targeted retention campaigns, leverage customer data and segmentation results, and establish effective customer loyalty programs. There will also be workshops on optimizing segmentation models and building customer experience programs to reduce churn.
Excellence in Contact Centre & Customer Interaction Summit Barcelona 2014Karen Radley
The ECCCI Summit in Barcelona, Spain over two days will bring together telecom and banking professionals to discuss excellence in contact centers and customer interaction management. The agenda includes sessions on the future of customer relationships, using customer feedback to improve experiences, emerging contact center trends, empowering employees, and demonstrating new technologies. Industry leaders from companies like BNP Paribas, Vodafone, and Colt Technology Services will present case studies and discuss topics like optimizing multi-channel strategies, reducing costs while adding value, and using data to enhance the customer experience. Attendees will have opportunities to directly engage with speakers to debate key issues and share best practices.
#C817 customer experience transformation on 15-16, 17 july 2014, organised by...Navik Numsiang
This document provides an agenda for a two-day customer experience transformation conference happening on July 15-16, 2014 in Bangkok, Thailand. The conference will feature 13 guest speakers from national and international organizations and will focus on topics like understanding customer experience, customer experience management strategies, harmonizing customer interactions across channels, evolving customer expectations online, and incorporating new technologies and trends into the customer experience. Attendees will learn how to drive profitable customer-centric strategies and transform their customer experience approaches through interactive discussions and case studies.
This document provides a curriculum vitae for Stephen Cannoo that summarizes his career highlights and qualifications. It describes his personality traits, experience bringing communications centers back to production and planning telecommunications solutions. It also outlines trends in the contact center market around integration challenges, technology lifecycles and the need for improved customer experiences. Finally, it proposes a strategy for marketing BPO services in the South African coastal region focusing on existing relationships and establishing trust.
This document provides information about the CEM in Telecoms Global Summit 2016 conference. Some key details include:
- The conference will take place from January 25-27, 2016 in London, UK and will feature over 40 speakers from the telecom industry worldwide.
- It is a premier event for professionals in the customer experience management (CEM) field in the telecom sector to network, share best practices, and learn from industry leaders.
- The agenda will include case studies, panels, and sessions on omnichannel customer experience, data analytics, and other top issues in the telecom CEM space. Attendees can choose from multiple topic streams.
- New this year is a
Transaction Focus provides outsourced sales and marketing services using a lean structure of 3 employees. They work with over 40 director-level sales and marketing professionals on a regular basis as well as 50 virtual telemarketers. Their core capabilities include integrated sales and marketing, outsourced sales and marketing, and a closed-loop monitoring and feedback process. They have expertise in various industries such as media, construction, and oil.
The document announces the 6th Annual Contact Centres Asia conference to be held from March 30th to April 1st, 2015 in Kuala Lumpur, Malaysia. It will feature international speakers from companies such as Ooredoo, Emirates Airline, DHL Express, and Standard Chartered Bank discussing best practices in contact center performance, leadership development, and the use of social media and data analytics. Attendees will learn how to optimize multi-channel platforms and create exceptional customer experiences. Interactive roundtable discussions and new case studies are also included in the program.
This document advertises a customer experience conference that will take place on October 20-21, 2015 in London. It will feature speakers from leading UK retailers who will discuss building successful customer experience strategies, standing out from competitors, delighting customers, and improving customer-centricity. Attendees will learn tools and methodologies for understanding customer journeys, unlocking value across channels, and bringing the customer voice into their organizations. The conference includes keynotes, workshops on customer journey mapping, and networking opportunities.
This document summarizes a customer experience strategies summit in Toronto on November 13-14, 2012. It features presentations from leaders of companies like ING Direct Canada, WestJet, Microsoft, Dell, Intuit, and BC Hydro on achieving strategic alignment, managing social media, seamless omni-channel experiences, and integrating customer insights. The summit provides 10 solutions for customer experience excellence and discusses metrics, digital strategy, and transforming organizational culture to be customer-centric. It is aimed at professionals from various industries looking to improve customer experience.
This document provides an overview of customer experience management (CEM) in the telecommunications industry. It discusses how CEM is a holistic approach that seeks to create delighted customers by managing all aspects of their experience. Key aspects of CEM include measuring metrics like net promoter score to understand customer passion, identifying gaps in customer expectations, and making organizational changes to prioritize CEM across all departments from the customer's perspective. The document argues that a focus on CEM can increase customer loyalty, lifetime value, and profits for telecommunications providers.
Building Intelligent Customer Service using Microsoft DynamicsPaul Hennessy
Leading Irish experts share their views on building successful customer service in contact centres. This presentation outlines key insights in customer service experience, technology trends and challenges facing contact centres.
To learn more about the great benefits that Microsoft Dynamics CRM can offer your organisation, please visit http://aka.ms/buildingintelligentcrm.
Alternatively try it out for yourself and take a Test Drive – visit http://aka.ms/buildingintelligentcrmtestdrive
You can also register for a 1:1 Customer Engagement Workshop – visit http://aka.ms/Dynamics1to1
Mercuri International is an expert in sales performance improvement that has worked with clients in the asset finance, commercial finance, invoice finance and trade finance industries. It focuses on helping clients win, grow and manage customers through customer-centric selling, sales team leadership, relationship management, relationship-based negotiating, and understanding the customer perspective. Mercuri takes a blended learning approach to develop these skills through diagnosis of needs, custom program design, workshop delivery, and deployment support to ensure changes are embedded long-term.
Helping our banking customers win, grow and manage customersIain Harvey
- Mercuri International is a sales performance company that has been operating for over 50 years in over 40 countries. They help organizations improve sales skills and techniques to grow customers while managing risks.
- For banking customers, Mercuri focuses on five key areas: customer-centric selling, sales team leadership, relationship management, relationship-based negotiating, and understanding the customer perspective. They provide diagnosis of needs, customized training design and delivery, and support for long-term implementation.
- The document discusses Mercuri's approach for customer-centric financial selling, which moves people from product-focused to consultative, customer-needs based selling through competency assessment, workshop training, deployment support, and ensuring changes are sustained
How Mercuri help our banking clients to win manage and grow customersMercuri International
Mercuri International has been leading the changing world of sales performance improvement for over 50 years.
Under the leadership, first of Heinz Goldmann and then of Curt Abrahamsson, Mercuri grew from a small Swedish consultancy to operating in more than 40 countries. Now owned by AB Bure we are seen as sales experts by our 18,000+ clients who range from global market leaders to local niche players and from
technology and logistics to financial and professional
services.
The focus of Mercuri International’s work is to help organisations and individuals “win, grow and manage clients”.
The five main areas of sales expertise that Mercuri International brings to the banking sector are:
· Customer-centric selling: Skills and techniques that deliver both significant, sustainable business growth and sound management of commercial, reputational and regulatory risk. Win and grow clients and achieve “fair customer outcomes”. We
work on both winning and growing customers.
· Sales Team Leadership: We work with first line, regional and senior sales leaders to instil the key skills and disciplines of effective sales leadership in this demanding and dynamic environment.
· Relationship Management: Our work with relationship managers encompasses retail, commercial, corporate and global customer channels. Our models have been developed in
partnership with The University of St Gallen, SAMA and market leaders from HP, through Philips and Novartis to Siemens.
· Relationship-based negotiating: We developed an extremely powerful programme for financial professionals that has proved itself in challenging segments such as business support and real estate.
· Standing in the customer’s shoes: This highly interactive session has been immensely well received. It gives relationship managers hands on experience of running a business through cycles of change and challenge.
While Mercuri has strong capabilities in other areas these
five are the ones we see as core for the financial and
professional services sector.
Read this overview and then tell us what you think?
Mercuri International help you to win, manage and grow customers better. We have been helping companies implement strategies and achieve powerful sales results for over 50 years, with an international team of 500 people in 50 local offices around the world.
Our clients and our industry recognise we are experts in sales. We want to meet you. Mercuri International is featured on both Training Industry’s and Selling Power’s Top 20 Sales Training Companies list.
We want to speak with you.
Call Mat on 07572 343 341 or matthew-everitt@mercuri.co.uk
You can learn more about Mercuri here;
http://mercuri.net/our-vision-mission-and-core-values
http://mercuri.co.uk/how-can-mercuri-international-help
http://www.slideshare.net/MatMercuri/how-mercuri-help-you-improve-your-performance-65699011
Building Intelligent Customer Service with Microsoft DynamicsPaul Hennessy
Leading Irish experts share their views on building successful customer service in contact centres and service organisations. This presentation outlines key insights in customer service experience, technology trends and challenges facing contact centres.
To learn more about the great benefits that Microsoft Dynamics CRM can offer your organisation, please visit http://aka.ms/buildingintelligentcrm
Alternatively try it out for yourself and take a Test Drive – visit http://aka.ms/buildingintelligentcrmtestdrive
You can also register for a 1:1 Customer Engagement Workshop – visit http://aka.ms/Dynamics1to1
Military flight training 2013 conference brochureTelecomsIQ
The document provides information about the 12th Annual Military Flight Training conference taking place from March 11-13, 2013 in London. The summary includes:
1) The conference will focus on evolving military fixed wing and rotary flight training requirements, capabilities, and technologies from a global perspective with speakers and delegates from over 25 nations.
2) New elements in 2013 include a Pre-Conference Focus Day on training for the modern rotary aviator and a panel discussion on strategic collaboration between the military flight training industry and defense organizations.
3) Over 150 delegates, including 90+ Chiefs of Staff, Commanders of Air Training, and other leaders responsible for programs like the US T-X and UK MFTS,
The document provides information about the Airborne ISR 2013 conference, including an unmanned aerial systems pre-conference focus day on February 25th and the main conference on February 26th. Speakers at the event will include military personnel from countries like France, Turkey, and the U.S. discussing lessons learned from operating unmanned aerial systems. The agenda also includes panels on advancing international UAS capabilities and the U.S. Marine Corps' perspective on small tactical UAS. Attendees can learn about developing ISR capabilities and ensuring the right data reaches decision makers. The conference aims to expand knowledge of manned and unmanned ISR platforms and how data will be disseminated in the future.
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This document provides information about the European telecoms industry's #1 customer experience conference taking place from June 27th-29th in Prague, Czech Republic. The conference will feature over 40 expert speakers from major telecom companies in Europe and will provide a tailored B2C and B2B track under one roof. Attendees will learn strategies for digitally transforming their organizations to generate a culture of continuous customer experience management improvement and shape the future of the European telecoms industry.
The only event specific to the Nordic region dedicated to driving customer centric engagement, experience and process to offer seamless, efficient Customer Experience in the multi-channel era
Customer Segmentation and Churn ManagementTelecomsIQ
This document provides information about a conference on customer segmentation and churn management taking place from November 28th to December 1st 2011 in London. The conference will feature presentations from 15 heads of departments from telecom operators across Europe and the Middle East on how they are using segmentation strategies to enhance customer experience, reduce churn, and maximize revenue. Attendees will learn how to develop targeted retention campaigns, leverage customer data and segmentation results, and establish effective customer loyalty programs. There will also be workshops on optimizing segmentation models and building customer experience programs to reduce churn.
Excellence in Contact Centre & Customer Interaction Summit Barcelona 2014Karen Radley
The ECCCI Summit in Barcelona, Spain over two days will bring together telecom and banking professionals to discuss excellence in contact centers and customer interaction management. The agenda includes sessions on the future of customer relationships, using customer feedback to improve experiences, emerging contact center trends, empowering employees, and demonstrating new technologies. Industry leaders from companies like BNP Paribas, Vodafone, and Colt Technology Services will present case studies and discuss topics like optimizing multi-channel strategies, reducing costs while adding value, and using data to enhance the customer experience. Attendees will have opportunities to directly engage with speakers to debate key issues and share best practices.
#C817 customer experience transformation on 15-16, 17 july 2014, organised by...Navik Numsiang
This document provides an agenda for a two-day customer experience transformation conference happening on July 15-16, 2014 in Bangkok, Thailand. The conference will feature 13 guest speakers from national and international organizations and will focus on topics like understanding customer experience, customer experience management strategies, harmonizing customer interactions across channels, evolving customer expectations online, and incorporating new technologies and trends into the customer experience. Attendees will learn how to drive profitable customer-centric strategies and transform their customer experience approaches through interactive discussions and case studies.
This document provides a curriculum vitae for Stephen Cannoo that summarizes his career highlights and qualifications. It describes his personality traits, experience bringing communications centers back to production and planning telecommunications solutions. It also outlines trends in the contact center market around integration challenges, technology lifecycles and the need for improved customer experiences. Finally, it proposes a strategy for marketing BPO services in the South African coastal region focusing on existing relationships and establishing trust.
This document provides information about the CEM in Telecoms Global Summit 2016 conference. Some key details include:
- The conference will take place from January 25-27, 2016 in London, UK and will feature over 40 speakers from the telecom industry worldwide.
- It is a premier event for professionals in the customer experience management (CEM) field in the telecom sector to network, share best practices, and learn from industry leaders.
- The agenda will include case studies, panels, and sessions on omnichannel customer experience, data analytics, and other top issues in the telecom CEM space. Attendees can choose from multiple topic streams.
- New this year is a
Transaction Focus provides outsourced sales and marketing services using a lean structure of 3 employees. They work with over 40 director-level sales and marketing professionals on a regular basis as well as 50 virtual telemarketers. Their core capabilities include integrated sales and marketing, outsourced sales and marketing, and a closed-loop monitoring and feedback process. They have expertise in various industries such as media, construction, and oil.
The document announces the 6th Annual Contact Centres Asia conference to be held from March 30th to April 1st, 2015 in Kuala Lumpur, Malaysia. It will feature international speakers from companies such as Ooredoo, Emirates Airline, DHL Express, and Standard Chartered Bank discussing best practices in contact center performance, leadership development, and the use of social media and data analytics. Attendees will learn how to optimize multi-channel platforms and create exceptional customer experiences. Interactive roundtable discussions and new case studies are also included in the program.
This document advertises a customer experience conference that will take place on October 20-21, 2015 in London. It will feature speakers from leading UK retailers who will discuss building successful customer experience strategies, standing out from competitors, delighting customers, and improving customer-centricity. Attendees will learn tools and methodologies for understanding customer journeys, unlocking value across channels, and bringing the customer voice into their organizations. The conference includes keynotes, workshops on customer journey mapping, and networking opportunities.
This document summarizes a customer experience strategies summit in Toronto on November 13-14, 2012. It features presentations from leaders of companies like ING Direct Canada, WestJet, Microsoft, Dell, Intuit, and BC Hydro on achieving strategic alignment, managing social media, seamless omni-channel experiences, and integrating customer insights. The summit provides 10 solutions for customer experience excellence and discusses metrics, digital strategy, and transforming organizational culture to be customer-centric. It is aimed at professionals from various industries looking to improve customer experience.
This document provides an overview of customer experience management (CEM) in the telecommunications industry. It discusses how CEM is a holistic approach that seeks to create delighted customers by managing all aspects of their experience. Key aspects of CEM include measuring metrics like net promoter score to understand customer passion, identifying gaps in customer expectations, and making organizational changes to prioritize CEM across all departments from the customer's perspective. The document argues that a focus on CEM can increase customer loyalty, lifetime value, and profits for telecommunications providers.
Building Intelligent Customer Service using Microsoft DynamicsPaul Hennessy
Leading Irish experts share their views on building successful customer service in contact centres. This presentation outlines key insights in customer service experience, technology trends and challenges facing contact centres.
To learn more about the great benefits that Microsoft Dynamics CRM can offer your organisation, please visit http://aka.ms/buildingintelligentcrm.
Alternatively try it out for yourself and take a Test Drive – visit http://aka.ms/buildingintelligentcrmtestdrive
You can also register for a 1:1 Customer Engagement Workshop – visit http://aka.ms/Dynamics1to1
Mercuri International is an expert in sales performance improvement that has worked with clients in the asset finance, commercial finance, invoice finance and trade finance industries. It focuses on helping clients win, grow and manage customers through customer-centric selling, sales team leadership, relationship management, relationship-based negotiating, and understanding the customer perspective. Mercuri takes a blended learning approach to develop these skills through diagnosis of needs, custom program design, workshop delivery, and deployment support to ensure changes are embedded long-term.
Helping our banking customers win, grow and manage customersIain Harvey
- Mercuri International is a sales performance company that has been operating for over 50 years in over 40 countries. They help organizations improve sales skills and techniques to grow customers while managing risks.
- For banking customers, Mercuri focuses on five key areas: customer-centric selling, sales team leadership, relationship management, relationship-based negotiating, and understanding the customer perspective. They provide diagnosis of needs, customized training design and delivery, and support for long-term implementation.
- The document discusses Mercuri's approach for customer-centric financial selling, which moves people from product-focused to consultative, customer-needs based selling through competency assessment, workshop training, deployment support, and ensuring changes are sustained
How Mercuri help our banking clients to win manage and grow customersMercuri International
Mercuri International has been leading the changing world of sales performance improvement for over 50 years.
Under the leadership, first of Heinz Goldmann and then of Curt Abrahamsson, Mercuri grew from a small Swedish consultancy to operating in more than 40 countries. Now owned by AB Bure we are seen as sales experts by our 18,000+ clients who range from global market leaders to local niche players and from
technology and logistics to financial and professional
services.
The focus of Mercuri International’s work is to help organisations and individuals “win, grow and manage clients”.
The five main areas of sales expertise that Mercuri International brings to the banking sector are:
· Customer-centric selling: Skills and techniques that deliver both significant, sustainable business growth and sound management of commercial, reputational and regulatory risk. Win and grow clients and achieve “fair customer outcomes”. We
work on both winning and growing customers.
· Sales Team Leadership: We work with first line, regional and senior sales leaders to instil the key skills and disciplines of effective sales leadership in this demanding and dynamic environment.
· Relationship Management: Our work with relationship managers encompasses retail, commercial, corporate and global customer channels. Our models have been developed in
partnership with The University of St Gallen, SAMA and market leaders from HP, through Philips and Novartis to Siemens.
· Relationship-based negotiating: We developed an extremely powerful programme for financial professionals that has proved itself in challenging segments such as business support and real estate.
· Standing in the customer’s shoes: This highly interactive session has been immensely well received. It gives relationship managers hands on experience of running a business through cycles of change and challenge.
While Mercuri has strong capabilities in other areas these
five are the ones we see as core for the financial and
professional services sector.
Read this overview and then tell us what you think?
Mercuri International help you to win, manage and grow customers better. We have been helping companies implement strategies and achieve powerful sales results for over 50 years, with an international team of 500 people in 50 local offices around the world.
Our clients and our industry recognise we are experts in sales. We want to meet you. Mercuri International is featured on both Training Industry’s and Selling Power’s Top 20 Sales Training Companies list.
We want to speak with you.
Call Mat on 07572 343 341 or matthew-everitt@mercuri.co.uk
You can learn more about Mercuri here;
http://mercuri.net/our-vision-mission-and-core-values
http://mercuri.co.uk/how-can-mercuri-international-help
http://www.slideshare.net/MatMercuri/how-mercuri-help-you-improve-your-performance-65699011
Building Intelligent Customer Service with Microsoft DynamicsPaul Hennessy
Leading Irish experts share their views on building successful customer service in contact centres and service organisations. This presentation outlines key insights in customer service experience, technology trends and challenges facing contact centres.
To learn more about the great benefits that Microsoft Dynamics CRM can offer your organisation, please visit http://aka.ms/buildingintelligentcrm
Alternatively try it out for yourself and take a Test Drive – visit http://aka.ms/buildingintelligentcrmtestdrive
You can also register for a 1:1 Customer Engagement Workshop – visit http://aka.ms/Dynamics1to1
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Military flight training 2013 conference brochureTelecomsIQ
The document provides information about the 12th Annual Military Flight Training conference taking place from March 11-13, 2013 in London. The summary includes:
1) The conference will focus on evolving military fixed wing and rotary flight training requirements, capabilities, and technologies from a global perspective with speakers and delegates from over 25 nations.
2) New elements in 2013 include a Pre-Conference Focus Day on training for the modern rotary aviator and a panel discussion on strategic collaboration between the military flight training industry and defense organizations.
3) Over 150 delegates, including 90+ Chiefs of Staff, Commanders of Air Training, and other leaders responsible for programs like the US T-X and UK MFTS,
The document provides information about the Airborne ISR 2013 conference, including an unmanned aerial systems pre-conference focus day on February 25th and the main conference on February 26th. Speakers at the event will include military personnel from countries like France, Turkey, and the U.S. discussing lessons learned from operating unmanned aerial systems. The agenda also includes panels on advancing international UAS capabilities and the U.S. Marine Corps' perspective on small tactical UAS. Attendees can learn about developing ISR capabilities and ensuring the right data reaches decision makers. The conference aims to expand knowledge of manned and unmanned ISR platforms and how data will be disseminated in the future.
This document provides an agenda and details for the "Maximising Customer Loyalty & Profitability" conference taking place from May 21-24, 2012 in Berlin, Germany. The conference will focus on learning innovative strategies for developing profitable customer loyalty programs, increasing customer lifetime value, and stimulating brand loyalty despite declining customer spend. Speakers will include CMOs, VPs, and Directors from telecommunications companies who will present case studies on their successful customer retention and loyalty initiatives. Sessions will address topics such as using customer segmentation for personalised campaigns, calculating customer lifetime value, leveraging customer data for insights, and measuring the impact of loyalty programs. The conference aims to provide operators with solutions for driving tangible results from their investments in customer
Customer Experience Management in Telecoms - North AmericaTelecomsIQ
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The document summarizes an upcoming conference on fiber-to-the-home (FTTH) technologies. It provides an agenda for the two-day conference, which will include case studies and presentations from industry experts on successfully deploying FTTH networks. Attendees will learn about fiber technologies like WDM-PON and how to optimize network architectures to reduce costs and ensure high customer uptake rates. The conference aims to help operators develop strategies for future-proofing their next-generation access networks.
The document summarizes an upcoming conference on mobile payments and near field communication (NFC) services. It will include:
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- Discussions on developing business models, partnerships, and market entry strategies to maximize profitability from mobile payment and NFC services.
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The conference will help attendees learn how to successfully deploy NFC mobile payments and address key challenges in the industry.
The document advertises an upcoming conference on LTE deployment strategies from November 8-11, 2011 in London. It will include 15 industry case studies on current LTE deployments, workshops on using small cell architecture and self-organizing networks (SON) to optimize LTE networks, and panels with network operators discussing challenges and best practices of migrating to LTE. Attendees can learn how to develop profitable LTE deployment strategies, justify the business case for LTE, and generate new revenue streams from an LTE network.
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Download the brochure now for further details
Customer experience management in telecomsTelecomsIQ
This document provides an agenda and summary for the Customer Experience Management in Telecoms conference taking place from September 26-29, 2011 in Budapest, Hungary. The conference will focus on developing and implementing customer-centric CEM strategies, effectively measuring the customer experience, and combating churn. Key topics to be covered include establishing CEM strategies, optimizing employee engagement and culture, identifying effective measurement metrics, developing multichannel approaches, and leveraging social media. Attendees will learn about case studies from telecom companies and gain insights from industry experts. Pre-conference workshops on September 26th will focus on measuring the customer experience and identifying best-in-class CEM strategies. The main conference on September 27-28
At a time when advertisers are heavily investing in mobile, do you know how to take advantage of this potentially lucrative revenue stream? With such a wealth of customer data at your disposal, how can you effectively leverage this to develop relevant and targeted mobile campaigns with advertisers and brands?
Telecoms IQ’s Mobile Advertising will bring together mobile operators and MVNOs from across Europe to learn how to convince advertising companies and brands to work with them and how to collaborate with advertisers to develop successful mobile advertising campaigns that drive revenues for both the mobile operator and the advertising companies.
Download the brochure now for further details.
Maximising Customer Loyalty & Profitability Final ProgrammeTelecomsIQ
This document provides information about a conference on maximizing customer loyalty and profitability. The conference will be held from May 16-19, 2011 in Vienna and will feature case studies and presentations from telecommunications operators on developing customer loyalty strategies. Attendees will learn how to strategically position brands, leverage customer profiling and segmentation, maximize the value of high and low customers, and use social media to communicate with customers. Pre-conference and post-conference workshops will also focus on developing customer-centric strategies and using social media. The goal is for attendees to gain insights on driving customer retention, increasing revenue, and securing a competitive advantage through customer loyalty.
This document provides an agenda for a telecom pricing workshop taking place from April 11-12, 2011 in London. The workshop will focus on strategies for developing successful pricing models for fixed, mobile, and data services. Topics will include segmentation strategies, tiered pricing, leveraging pricing to increase profits from data, and case studies from operators that have implemented innovative pricing approaches. Presenters will discuss pricing strategies at Orange, T-Mobile, KPN, and Makedonski Telekom.
The document provides an agenda for a two-day workshop and conference on developing effective pricing strategies for telecommunications services. Day one focuses on segmentation, pricing models for data and fixed/mobile services, and case studies from various operators. Day two covers topics such as costing approaches, price increases, bundles, and roundtable discussions. The workshop aims to help participants understand how to leverage segmentation, optimize tariffs, and make profits from data to develop successful pricing strategies.
The document provides information about a conference on number portability taking place from June 20-22, 2011 in London. The conference will address key challenges in implementing number portability, including identifying database and routing options, minimizing costs, and ensuring collaboration between operators and regulators. Attendees will learn best practices from case studies of countries that have implemented number portability, such as India and Malta.
This document summarizes an upcoming conference on LTE backhaul from May 3-6, 2011 in London. The conference will provide mobile operators guidance on determining the most cost-effective way to migrate to an LTE backhaul while maintaining legacy infrastructure. Operators from 11 mobile networks will discuss their experiences and answer key questions on topics like preparing for LTE requirements, maintaining legacy services during migration, and transitioning from TDM to Ethernet backhaul. The conference and pre/post-workshops will also cover developing an end-to-end migration strategy, evaluating technical solutions, and ensuring synchronization over new packet architectures.
The document summarizes an upcoming conference on fiber optic technology called FTTx Summit Europe. The conference will be held from April 11-14, 2011 in London and will bring together operators, regulators, and communities to discuss:
1) Justifying the business case for deploying fiber networks and optimizing roll-out of next generation access (NGA) technologies while complying with regulatory frameworks.
2) Learning from case studies of fiber deployments by operators like Swisscom, Openreach, TeliaSonera, and OTE about building the business case.
3) Hearing from speakers like France Telecom on optimizing deployment of Gigabit PON (G-PON
This document provides an agenda for the "Network Sharing & Managed Services" conference taking place March 14-17, 2011 in London. The conference will focus on developing optimal partnerships through network sharing, managed services, and outsourcing to reduce costs and enable the rollout of LTE. Speakers will provide operator case studies and insights on topics like distinguishing from competitors, managing technical challenges, and retaining network control. Workshops will address developing effective approaches and understanding financial implications of partnerships. The event aims to share best practices to avoid mistakes and make partnerships successful.
Monetising Messaging Services takes place on 14 - 17 March 2011 at Dexter House, London. Come and hear industry leaders discussing the future of messaging, and how to transform messaging traffic into new revenue streams.
Temple of Asclepius in Thrace. Excavation resultsKrassimira Luka
The temple and the sanctuary around were dedicated to Asklepios Zmidrenus. This name has been known since 1875 when an inscription dedicated to him was discovered in Rome. The inscription is dated in 227 AD and was left by soldiers originating from the city of Philippopolis (modern Plovdiv).
Beyond Degrees - Empowering the Workforce in the Context of Skills-First.pptxEduSkills OECD
Iván Bornacelly, Policy Analyst at the OECD Centre for Skills, OECD, presents at the webinar 'Tackling job market gaps with a skills-first approach' on 12 June 2024
Communicating effectively and consistently with students can help them feel at ease during their learning experience and provide the instructor with a communication trail to track the course's progress. This workshop will take you through constructing an engaging course container to facilitate effective communication.
বাংলাদেশের অর্থনৈতিক সমীক্ষা ২০২৪ [Bangladesh Economic Review 2024 Bangla.pdf] কম্পিউটার , ট্যাব ও স্মার্ট ফোন ভার্সন সহ সম্পূর্ণ বাংলা ই-বুক বা pdf বই " সুচিপত্র ...বুকমার্ক মেনু 🔖 ও হাইপার লিংক মেনু 📝👆 যুক্ত ..
আমাদের সবার জন্য খুব খুব গুরুত্বপূর্ণ একটি বই ..বিসিএস, ব্যাংক, ইউনিভার্সিটি ভর্তি ও যে কোন প্রতিযোগিতা মূলক পরীক্ষার জন্য এর খুব ইম্পরট্যান্ট একটি বিষয় ...তাছাড়া বাংলাদেশের সাম্প্রতিক যে কোন ডাটা বা তথ্য এই বইতে পাবেন ...
তাই একজন নাগরিক হিসাবে এই তথ্য গুলো আপনার জানা প্রয়োজন ...।
বিসিএস ও ব্যাংক এর লিখিত পরীক্ষা ...+এছাড়া মাধ্যমিক ও উচ্চমাধ্যমিকের স্টুডেন্টদের জন্য অনেক কাজে আসবে ...
Chapter wise All Notes of First year Basic Civil Engineering.pptxDenish Jangid
Chapter wise All Notes of First year Basic Civil Engineering
Syllabus
Chapter-1
Introduction to objective, scope and outcome the subject
Chapter 2
Introduction: Scope and Specialization of Civil Engineering, Role of civil Engineer in Society, Impact of infrastructural development on economy of country.
Chapter 3
Surveying: Object Principles & Types of Surveying; Site Plans, Plans & Maps; Scales & Unit of different Measurements.
Linear Measurements: Instruments used. Linear Measurement by Tape, Ranging out Survey Lines and overcoming Obstructions; Measurements on sloping ground; Tape corrections, conventional symbols. Angular Measurements: Instruments used; Introduction to Compass Surveying, Bearings and Longitude & Latitude of a Line, Introduction to total station.
Levelling: Instrument used Object of levelling, Methods of levelling in brief, and Contour maps.
Chapter 4
Buildings: Selection of site for Buildings, Layout of Building Plan, Types of buildings, Plinth area, carpet area, floor space index, Introduction to building byelaws, concept of sun light & ventilation. Components of Buildings & their functions, Basic concept of R.C.C., Introduction to types of foundation
Chapter 5
Transportation: Introduction to Transportation Engineering; Traffic and Road Safety: Types and Characteristics of Various Modes of Transportation; Various Road Traffic Signs, Causes of Accidents and Road Safety Measures.
Chapter 6
Environmental Engineering: Environmental Pollution, Environmental Acts and Regulations, Functional Concepts of Ecology, Basics of Species, Biodiversity, Ecosystem, Hydrological Cycle; Chemical Cycles: Carbon, Nitrogen & Phosphorus; Energy Flow in Ecosystems.
Water Pollution: Water Quality standards, Introduction to Treatment & Disposal of Waste Water. Reuse and Saving of Water, Rain Water Harvesting. Solid Waste Management: Classification of Solid Waste, Collection, Transportation and Disposal of Solid. Recycling of Solid Waste: Energy Recovery, Sanitary Landfill, On-Site Sanitation. Air & Noise Pollution: Primary and Secondary air pollutants, Harmful effects of Air Pollution, Control of Air Pollution. . Noise Pollution Harmful Effects of noise pollution, control of noise pollution, Global warming & Climate Change, Ozone depletion, Greenhouse effect
Text Books:
1. Palancharmy, Basic Civil Engineering, McGraw Hill publishers.
2. Satheesh Gopi, Basic Civil Engineering, Pearson Publishers.
3. Ketki Rangwala Dalal, Essentials of Civil Engineering, Charotar Publishing House.
4. BCP, Surveying volume 1
ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...PECB
Denis is a dynamic and results-driven Chief Information Officer (CIO) with a distinguished career spanning information systems analysis and technical project management. With a proven track record of spearheading the design and delivery of cutting-edge Information Management solutions, he has consistently elevated business operations, streamlined reporting functions, and maximized process efficiency.
Certified as an ISO/IEC 27001: Information Security Management Systems (ISMS) Lead Implementer, Data Protection Officer, and Cyber Risks Analyst, Denis brings a heightened focus on data security, privacy, and cyber resilience to every endeavor.
His expertise extends across a diverse spectrum of reporting, database, and web development applications, underpinned by an exceptional grasp of data storage and virtualization technologies. His proficiency in application testing, database administration, and data cleansing ensures seamless execution of complex projects.
What sets Denis apart is his comprehensive understanding of Business and Systems Analysis technologies, honed through involvement in all phases of the Software Development Lifecycle (SDLC). From meticulous requirements gathering to precise analysis, innovative design, rigorous development, thorough testing, and successful implementation, he has consistently delivered exceptional results.
Throughout his career, he has taken on multifaceted roles, from leading technical project management teams to owning solutions that drive operational excellence. His conscientious and proactive approach is unwavering, whether he is working independently or collaboratively within a team. His ability to connect with colleagues on a personal level underscores his commitment to fostering a harmonious and productive workplace environment.
Date: May 29, 2024
Tags: Information Security, ISO/IEC 27001, ISO/IEC 42001, Artificial Intelligence, GDPR
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Main Java[All of the Base Concepts}.docxadhitya5119
This is part 1 of my Java Learning Journey. This Contains Custom methods, classes, constructors, packages, multithreading , try- catch block, finally block and more.
हिंदी वर्णमाला पीपीटी, hindi alphabet PPT presentation, hindi varnamala PPT, Hindi Varnamala pdf, हिंदी स्वर, हिंदी व्यंजन, sikhiye hindi varnmala, dr. mulla adam ali, hindi language and literature, hindi alphabet with drawing, hindi alphabet pdf, hindi varnamala for childrens, hindi language, hindi varnamala practice for kids, https://www.drmullaadamali.com
How to Make a Field Mandatory in Odoo 17Celine George
In Odoo, making a field required can be done through both Python code and XML views. When you set the required attribute to True in Python code, it makes the field required across all views where it's used. Conversely, when you set the required attribute in XML views, it makes the field required only in the context of that particular view.
This document provides an overview of wound healing, its functions, stages, mechanisms, factors affecting it, and complications.
A wound is a break in the integrity of the skin or tissues, which may be associated with disruption of the structure and function.
Healing is the body’s response to injury in an attempt to restore normal structure and functions.
Healing can occur in two ways: Regeneration and Repair
There are 4 phases of wound healing: hemostasis, inflammation, proliferation, and remodeling. This document also describes the mechanism of wound healing. Factors that affect healing include infection, uncontrolled diabetes, poor nutrition, age, anemia, the presence of foreign bodies, etc.
Complications of wound healing like infection, hyperpigmentation of scar, contractures, and keloid formation.
1. Customer
Experience
Management
in Telecoms
Register now @ www.customerexperienceevent.com
24th – 27th January 2011 | Le Méridien – Piccadilly, London
Exclusive insights from:
Peter Crayfourd
Group Head of Customer Lifecycle Experience
Orange FT Group
Lee Mostari
Head of Voice of the Customer
Everything Everywhere
Graham Webster
Director of Customer Experience
Telefónica Europe & Telefónica SA
Lars Diener-Kimmich
Head of Customer Experience Management
Swisscom Corporate Business
Federico Cesconi
Director of Business Intelligence
Cablecom
Tommy Geary
Director of Customer Management & Operations
Eircom
Nicola Millard
Customer Experience Futurologist
BT Global Services
Pedro Cosa
Global Senior Insights Manager
Vodafone Group
Steffen Weihrauch
Head of Customer Experience Management for
Mobile Services & Service Management for IPTV
Deutsche Telekom
Jacqueline Starr
Head of Customer Experience & Loyalty
Orange FT Group
José Manuel Pérez Prado
Youth Division Manager
Telefónica Spain
Jan Safka
Head of Self-Service
Deutsche Telekom Headquarters
Mark Frost
Head of Billing Services
Cable & Wireless Worldwide
Emilie Smith
Customer Experience Manager, B2B
Orange FT Group
Chris Hall
Managing Director
Manx Telecom
Hany Mokhtar
Head of Customer Experience & Value Propositions
Mobily
Marcin Cendrowicz
Director of Customer Experience &
Service Management
Polska Telefonia
UNIQUE
opportunity
Be
partofthe
1sttelecom
s
specific
CEM
conference!
Find solutions to your key challenges:
- How to measure the customer experience
- How to differentiate yourself in a saturated market
- How to maximise the return on your CEM strategy
- How to enhance the usability of your products and services
- How to ensure consistent communication across all touchpoints of
your business
Take advantage of the additional learning opportunities:
Pre-conference workshops on:
- Where to start with CEM, led by Orange FT Group
- How to create a “customer obsessed culture,” led by a leading employee
engagement expert
Post-conference cross-industry best practice exchange
Led by David Hicks, CEO, Mulberry Consulting - with key contributions from:
- Barbara Pezzi, Director of Web Marketing, Fairmont Raffles Hotels International
- Sharon Mooij, Senior Manager EMEA Customer Care Large Enterprise
& Public, Dell
Learn how to develop, justify and leverage a differentiated
customer experience management strategy to maximise
revenue generation and customer retention
“A terrific event to hear, share and debate great practices
that will delight customers and enable business growth”
Tommy Geary - Director of Customer Management & Operations, Eircom
“A prime opportunity to learn from others and exchange
expertise on tackling the challenges of CEM in telecoms”
Peter Crayfourd - Group Head of Customer Lifecycle Experience, Orange FT Group
Book before 05/11/10 to secure your Early Booking Discount!
Sponsors
2. Dear CEM Expert,
Do you need to know how to differentiate your CEM strategy and justify your
expenditure to the Board?
In today’s saturated market, never has it been more important to differentiate your
offering and retain your precious customer base. At this event, the first ever telecoms
specific customer experience management event in the market, see how to meet and
exceed your customers’ expectations within a cost constrained climate.
Learn how to develop and leverage an end-to-end CEM strategy that will enable you to
maximise revenue generation and customer retention. Hear how to offer more for less,
maximise customer satisfaction and justify your spend by finding answers to these
recurring questions:
• What defines a good customer experience?
• How can I efficiently measure the customer experience?
• How can I close the loop between my service and my customer?
• How can I optimise the return on my CEM strategy?
Customer Experience Management in Telecoms will give you the opportunity to share and
benchmark tactical and strategic approaches and ideas with the most experienced CEM
experts in the industry.
Book your place today and benefit from 16 operator case studies, in-depth training on
how to develop an operational customer strategy, a cross-industry best practice exchange
and networking with CEM thought leaders.
We look forward to seeing you in January!
All the best
Kate Gray
Conference Producer, Telecoms IQ
P.S. Take advantage of our exclusive online media centre where you will find podcasts,
articles and white papers: www.customerexperienceevent.com
Learn from:
Telefónica O2’s unique
differentiation strategy
Orange FT Group’s exclusive
Customer Journey Mapping
techniques
Eircom’s back to basics
approach to CEM
Cablecom’s unique customer
experience measurement
techniques
Deutsche Telekom’s multi-
channel CEM approach that
prolongs the customer lifetime
T-Mobile’s customer feedback
maximisation strategy
BT’s “business as unusual”
approach to CEM
Register now by contacting us on + 44 (0) 20 7368 9300
Pre-Conference Workshops | Monday 24th January 2011
Registration and refreshments will begin at 09.30.
The workshops will take place between 10.00 and 17.00 with appropriate breaks for lunch and refreshments.
“Mood”: The solution to Customer Experience Management!
Led by: Peter Crayfourd, Group Head of Customer Lifecycle Experience and Ellie Kirk, Head of Loyalty & Retention, Orange FT Group
The challenge – Trying to work out where to start with CEM can sometimes feel like boiling an ocean, but with the help of two Orange experts,
find out how to leverage a tactical solution with a strategic ambition
By participating in this unique workshop you will gain step by step insight into how Orange FT Group have developed an end-to-end strategy:
- The transformation – it is obviously a waste of time to collect customer data, if you do not do anything with it! Learn why and how taking the
“voice of the customer” one step further has such an impact
- The organisation and culture - Evaluating why slaying the business silos, giving the CEOs the news they want to hear and setting actionable and
tangible employee targets makes such a difference
- The relationship – Determining why understanding how many customers are engaged by the brand, or not, and the long-term impact on
business objectives is critical to understanding the “value” of customer experience
- The touchpoints – Understanding why defining a set of operational “brand values” is key to clearly defining the desired multi-channel rational
and emotional customer outcomes at an operational level
- The expectations – Examining why many customer experience executions lose their way before they even get off the ground, due to poorly
aligned business KPIs driving unhelpful business attention and focus
Establishing why and how to engage your entire organisation behind the concept of
customer experience management
One of the key challenges of CEM is undoubtedly how to engage your organisation behind the whole idea of customer experience. This interactive
workshop will show you how to address this pressing challenge and how to ensure that you align your employee engagement programme with
your CEM strategy. Find simple solutions to complex issues including:
- Understanding how to engage the most important people within your organisation: the decision makers
- Evaluating the value of your brand – how can a strong brand create a better customer experience both internally and externally?
- Overcoming the challenges of empowering the customer facing employees
- Including staff in product and service testing - understanding how involvement in this phase can create a superior customer experience
Visit the event website for updates on the workshop leader: www.customerexperienceevent.com
3. You will meet Directors and Managers of:
Customer Experience
Marketing
Customer Service
Service Transformation
Customer Insights
Advocacy
Customer Loyalty
Retention
Intelligence
From across leading fixed line, mobile and
integrated operators and service providers
Register now by contacting us on + 44 (0) 20 7368 9300
Western Europe
Eastern Europe
Scandanavia
Middle East
Africa
30%
30%
20%
10%
10%
Post-Conference Cross-Industry Best Practice Exchange Thursday 27th January 2011
Registration and refreshments will begin at 09.30. The best practice exchange will take place between 10.00 and 16.00 with appropriate breaks
for lunch and refreshments.
Following three days of telecoms specific case studies take this prime opportunity to look at the bigger picture. The concept of customer experience
management is a cross-industry issue and there is plenty to learn from your peers!
This best practice exchange will give you in-depth insight into how some of the most well respected CEM experts are tackling the issues that you face.
Find inspiration and answers to your daily challenges, including how to maximise the ROI of your CEM strategy, how to collect and transform customer
feedback into actionable strategies and how to differentiate yourself from your competitors.
Led by David Hicks, CEO, Mulberry Consulting - with key contributions from:
- Barbara Pezzi, Director of Web Marketing, Fairmont Raffles Hotels International
- Sharon Mooij, Senior Manager EMEA Customer Care Large Enterprise & Public, Dell
- Visit www.customerexperienceevent.com for updates on new speakers
Past Customer Experience Event attendees said:
“There are so many elements of customer experience - this event
covers them all, & gets the right people talking about the customer.”
Customer Experience Manager, Orange FT Group
“Great presentations, great inspirations, great interactions - great
customer experience.”
Customer Insight Manager, Telenor Sweden
“Lots of good ideas in one place.”
Director, Operational Excellence & Customer Experience, Orange FT Group
“Very good presenters and fresh information.”
Process & Change Team Manager, Nokia
For more information on:
The conference programme and
speaking opportunities, contact:
Kate Gray, Conference Producer,
Telecoms IQ
+ 44 (0) 20 7368 9576
Kate.Gray@iqpc.co.uk
Sponsorship opportunities contact:
Mark Lee, Sponsorship Sales Manager,
Telecoms IQ
+44 (0) 20 7368 9434
Mark.Lee@iqpc.co.uk
Media Partners
Sponsors
Why must
you be there?
Benefit from the lessons learnt and
advice being shared in 16 operator
case studies
Take advantage of two in-depth
pre-conference workshops showcasing
how to create and leverage a
differentiated CEM strategy
Learn from a cross-industry best
practice exchange led by David Hicks;
CEO of Mulberry Consulting
– hear how to develop first-class CEM
strategies from the best in the business
Visit our exclusive online
media centre to download
your podcasts and articles’
www.customerexperienceevent.com
Amdocs is the market leader in customer
experience systems innovation. The company
combines business and operational support
systems, service delivery platforms, proven
services, and deep industry expertise to enable
service providers and their customers to do more
in the connected world. Amdocs’ offerings help
service providers explore new business models,
differentiate through personalized customer
experiences, and streamline operations. A global
company with revenue of $2.86 billion in fiscal
2009, Amdocs has more than 18,000 employees
and serves customers in more than 60 countries
worldwide. For more information, visit Amdocs at
www.amdocs.com.
Arantech’s CEM solutions provide mobile
operators with a unique customer insight, a rich
experience discovery and enables them to take
proactive management action on real time
experience events. All solutions deliver a rapid and
strong ROI by identifying customer-centric issues
(‘the experience gap’) in real time and enable
behavioural segmentation of a customer base
which today is not possible through existing
Business and Operational Support Systems (B/
OSS). Arantech has 39 customers including
mobile operators from four out of the six largest
mobile operator groups in the world. For more
information visit www.arantech.com
ResponseTek is in the software business,
delivering on-demand customer experience
management (CEM) software and solutions to help
companies continually improve the quality and
consistency of the delivered customer experience.
ResponseTek was founded in 1999 to provide
companies critical information for running their
businesses – the voice of their customers.
ResponseTek has subsequently become the
leading global provider of Customer Experience
Management (CEM) software solutions.
ResponseTek:CEM has been designed to measure
and report on customer experiences, capturing
insights on customer experiences when and where
they occur, and delivering them continuously and
in real-time. The goal? To improve customer
experiences, and improve your business.
www.responsetek.com
Join Telecoms Networking
Forum on
4. Conference Day One | Tuesday 25th January 2011
09.00 Registration and coffee
09.25 Welcome address
Kate Gray, Conference Producer, Telecoms IQ
09.30 Opening remarks from the Chair followed by a speed
networking session
09.50 Understanding how to develop, implement and leverage a
successful end-to-end customer experience management
strategy that ensures a competitive advantage
- Establishing a clear goal from the outset for your CEM strategy
- Developing an effective CEM strategy that will:
• Close the loop between your organisation and your customer
• Engage your organisation
- Determining the tools and techniques that are available to you in
order to implement and maximise your CEM strategy
- Understanding how to effectively measure the customer experience
- Evaluating the success of Cablecom’s CEM strategy
Federico Cesconi, Director of Business Intelligence, Cablecom
10.25 Understanding how to transform your customer experience
management strategy into actionable and tangible results
- Examining how to optimise the collection of the customer data used
in your CEM strategy
- Understanding how to cost-effectively analyse data and integrate the
results into your CEM strategy
- Determining how to incorporate customer feedback into your CEM
strategies to make business improvements to minimise churn
- Examining how to use customer feedback in an operational
environment to support your CEM strategy
Lee Mostari, Head of Voice of the Customer, Everything
Everywhere (JV between T-Mobile & Orange UK)
11.00 Morning refreshments
11.30 Going back to basics to develop a cost-effective and
consistent customer experience
- Determining what customers want and expect
- Establishing what business constraints and investment opportunities
you have to work with
- Assessing the current service, structure, location footprint, cost and
ease of doing business from:
• A customer perspective
• A ‘blank page’ perspective
- Developing a strategy to delight customers and support company
growth:
• Ask the right questions to generate regular and
actionable customer feedback that drives improvement
• Define high level measures of success and develop a KPI scorecard
• Prioritise key issues that will bring immediate benefit to
your customers
• Create a roadmap for improvements with key milestones and
stakeholder reviews
• Eliminate any work that does not add value, automate where it
makes sense and simplify processes
Tommy Geary, Director of Customer Management & Operations,
Eircom
12.05 Understanding how to implement a mult-channel approach
to customer experience that prolongs the customer lifetime
and minimises churn
- Quantifying the value of using a multi-channel approach
- Determining how to deliver a superior customer experience across all
the channels in your channel mix:
• Catering for the needs of each customer segment
- Establishing how to integrate data from across existing silos to
establish a single view of the customer and facilitate the delivery of a
consistent message
- Understanding how to effectively manage your channel mix and
deliver value for money while meeting customer expectations
- Establishing how to develop and use a self-service strategy in a
multi-channel environment
Jan Safka, Head of Self-Service, Deutsche Telekom Headquarters
12.40 Managing the transition within your organisation from
business-centric to customer-centric KPIs
- Examining how to change your organisation’s mind-set from a
business focus to a customer focus
- Developing customer-centric KPIs within your organisation that
ensure both organisational efficiency and the provision of an
optimum customer experience
- Understanding how to overcome the challenges of prioritisation
between your sales and service employees
- Understanding how to transform KPIs into actionable strategies in
order to maximise your ROI
- Determining how to evolve your KPIs over time and use this
information to prolong the customer lifetime
Chris Hall, Managing Director, Manx Telecom
13.15 Lunch
14.15 Understanding how to effectively communicate your brand values
to your employees in order to engage your entire organisation
behind your customer experience management strategies
- Ensuring that your brand values reflect the customer experience that
you want and need to provide
- Understanding the best methods to communicate your brand values
internally and provide appropriate training where necessary
- Determining how to engage senior managers and executives who will
create and drive a ‘customer obsessed culture’
- Identifying and addressing the problems associated with
empowering customer facing employees who are:
• Low paid
• Unengaged
• Short term
• The least trusted
- Understanding how to encourage your employees to live your brand
values and thereby provide a positive customer experience
- Engaging your staff in product and service testing to ensure that they
can accurately respond to customer enquiries and problems
Awaiting final confirmation
14.50 Clouds, crowds and customers: Doing ‘business as unusual’
Exploring how a shift in the economy, customer behaviour,
technology infrastructure and collaboration tools are all challenging
the traditional ways that companies serve customers.
Nicola Millard, Customer Experience Futurologist,
BT Global Services
15.25 Examining how Orange FT Group are spreading customer
journey mapping best practices throughout the organisation
to gain a better understanding of their business customers
- Evaluating the different styles of customer journey mapping that are
being used across the Group
- Determining how to map the journey of a business customer in the
most effective way
- Establishing how customer journey mapping has been used to
optimise collaboration across different departments and therefore
provide a better experience to the customer
Jacqueline Starr, Head of Customer Experience & Loyalty,
Orange FT Group
&
Emilie Smith, Customer Experience Manager - B2B,
Orange FT Group
16.00 Afternoon refreshments
16.30 Learning from O2 UK how they are differentiating themselves
in a saturated market
- Understanding how and why O2 are differentiating themselves in the market
- Examining how O2 have implemented the necessary changes to their
systems and company culture
- Understanding the challenges that O2 has faced along the way and
how they have addressed these issues
- Evaluating the results of O2 UK’s differentiation strategies and the
ROI achieved
Graham Webster, Director of Customer Experience,
Telefónica Europe & Telefónica SA
17.05 Round Table Discussion and Benchmarking Session
Take this opportunity to identify solutions to the key challenges in
customer experience management and benchmark your strategies
against those of your peers:
• How can I offer more for less?
• How much should I spend on CEM? Where is the ROI?
• How can I use CEM to generate additional revenues?
• Are CEM solutions simply an additional hurdle to providing an
optimal customer experience?
• Can you realistically expect to tailor an individual response for
each individual customer?
17.45 Closing remarks from the Chair
18.00 End of conference day one
For your booking enquiries you can email us now: enquire@iqpc.co.uk
5. Conference Day Two | Wednesday 26th January 2011
Register now @ www.customerexperienceevent.com
09.00 Registration and coffee
09.30 Opening remarks from the Chair
09.40 Mood Transformation - Taking customer experience
management to the business with a tactical solution and a
strategic ambition
- Engage the customer – Understanding why and how listening and
acting upon “voice of the customer” drives increased customer
engagement of the brand:
• Increasing the speed of positive word of mouth amongst friends
and family
- Creating the customer engagement (Mood) view – Examining why
enabling “industrialised” and “centralised” online access to structured
customer experience data drives employee empowerment and belief:
• To allow “self help” insight in relation to customers’ miserable and
magic moments
• Evaluating the long-term impact on business objectives
- Justifying an in-life customer engagement strategy – Determining
why moving from a re-active to a pro-active approach to retention is
so important both to:
• Optimising customer engagement
• Supporting tactical and strategic business objectives and
ambitions
- Defining and operationalising pro-active continuous improvement
programmes – Bridging the customer experience gap between
customer feedback and delivering fast turnaround of people, process
and system improvements
- Evaluating the business case – Having 51% belief that delivering an
improved customer experience is a good thing:
• Providing a compelling business case to the other 49% to keep
the initiative on track
Peter Crayfourd, Group Head of Customer Lifecycle Experience,
Orange FT Group
10.15 Understanding the meaning of customer experience
management: not just replacing the “R” with an “E”
- Establishing what really matters in CEM:
• Finding the balance between people/customers and data/systems
- Understanding how to lead your CEM strategy using your customers’
experience rather than your data
- Determining how to create the necessary setup and culture within
your organisation to carry out effective CEM
- Optimising CEM in a B2B context
- Evaluating the role and importance of the Head of CEM
Lars Diener-Kimmich, Head of Customer Experience Management,
Swisscom Corporate Business
10.50 Morning refreshments
11.20 Developing and instilling the Customer Experience
Foundation within your organisation
- Establishing what criteria to use to segment your customer base:
• Customer value
• Customer needs
• Customer expectations
• Buying behaviours
• Usage patterns
- Determining how to understand and monitor the needs of each segment
- Leveraging the results of your segmentation strategies to effectively
develop and target your offerings to optimise service usage and ARPU
- Determining how to allocate your employees within the organisation
in order to provide an appropriate customer service for each segment
- Using customer intelligence and social media to identify key
influencers within each segment:
• Understanding how to target these people to drive revenue
generation across the whole segment
- Determining how often you should re-segment your customers to
meet their future needs
Hany Mokhtar, Head of Customer Experience & Value Propositions,
Mobily
11.55 Designing a value proposition that meets the needs and
expectations of the youth segment
- First step: Leveraging a combination of research methods to gain a
realistic insight into your customer base
- Second step: Using prototyping and co-creation to establish exactly
what your youth customers are looking for
- Third step: Establishing the most effective way to communicate with
the youth segment
- Evaluating Telefónica Spain’s value proposition for the youth segment
José Manuel Pérez Prado, Youth Division Manager, Telefónica Spain
12.30 Building the customer experience into product development
in order to facilitate the ease of use of your products and
services to meet the evolving needs of your customers,
maximise retention and drive your market share
- Understanding how to tailor your services to meet and exceed
customer expectations
- Understanding how to differentiate your offering to drive up your
market share
• Leveraging competitive intelligence
- Ensuring that your organisation can be flexible to respond to the
changing market place
- Optimising the simplicity of your products and services to drive usage
- Examining the value of usability testing to facilitate ease of use of your
products and services
• Overcoming the time constraints of usability testing: time to test
and time to launch
• Quantifying the value of engaging the consumer in usability testing
Marcin Cendrowicz, Director of Customer Experience & Service
Management, Polska Telefonia
13.05 Lunch
14.05 Examining how to use your billing system and services to
maximise the success of your customer experience
management strategy
- Understanding customer expectations of billing services and how
your existing system complies with them
- Examining how to adapt your current billing system to create a more
customer-centric and cost-effective service
- Exploiting customer segmentation to effectively target your billing
services to optimise the customer experience for specific users
- Quantifying the advantages and challenges of using e-billing:
• Cost-efficiency versus customer resistance
- Overcoming the challenges of implementing a convergent billing strategy:
• Ensuring a consistent customer experience for your customers
during and after the transition
• Ensuring ease-of-use for all customers
- Leveraging your billing system as a differentiating factor in a
saturated market to maximise both the customer experience and
revenue generation
Mark Frost, Head of Billing Services, Cable & Wireless Worldwide
14.40 Examining Vodafone Group’s NPS touchpoint framework
in practice
- Examining why Vodafone Group decided to implement an NPS
touchpoint framework
- Determining how Vodafone Group implemented their framework
- Understanding and overcoming the challenges of deploying a
multi-country programme
- Evaluating the results of Vodafone’s NPS touchpoint framework
Pedro Cosa Global Senior Insights Manager, Vodafone Group
15.15 Afternoon refreshments
15.50 Examining how Deutsche Telekom have successfully
applied customer-centric service management principles
from the mobile telecoms environment to boost fixed line
customer satisfaction
- Asking the right questions and choosing the right indicators for
understanding your customers’ everyday experience when using
technically complex services
- Finding the gaps between your customers’ expectations, your
organisation’s internal view on what it delivers and your customers’
eventual experience
- Identifying the underlying causes and justifying the investment needed
to bridge the expectation-experience gap
- Applying lessons learned in one business unit to multiple lines of the
business in order to further improve your ROI
Steffen Weihrauch, Head of Customer Experience Management for
Mobile Services & Service Management for IPTV, Deutsche Telekom
16.20 Panel Discussion: understanding how to strategically channel
your resources in order to maximise the ROI of your
customer experience management strategy
- Quantifying the value of an effective customer experience
management strategy
- Justifying your expenditure in today’s climate
- Defining a clear goal for your strategy from the outset in order to
optimise efficiency and expenditure
- Understanding how to prioritise your resources in order to meet the
needs and reflect the value of your different customer segments
16.55 Closing remarks from the Chair
17.00 End of conference
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Customer Experience
Management in Telecoms
24th – 27th January 2011 | Le Méridien – Piccadilly, London
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