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Building upon the foundations of customer experience in the American Telecoms industry through transformation, collaboration and innovation

In an increasingly competitive, saturated and consolidated telecoms market, customer experience is becoming evermore important. Many operators are still focused only on bottom-line revenue, with the CX teams struggling to justify further investment into their business units. However, recent studies have shown that companies that excel at customer experience grow revenues 4-8% above the industry average, and more alarmingly, in the US alone the estimated cost of customers switching due to a poor experience is $1.6 trillion! 

So what can be done? This depends on each operator, and the unique challenges they face. Some will want to offer their customers the latest in innovative experiences such as automation, applied AI and hyper-personalized services, others will want to utilize big data and analytics to better understand customer behavior. Others still will be focused on tackling the ongoing issues of change management. However, all will ultimately be focused on the one core challenge – becoming a truly customer centric operator. 

2017 Speakers included

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Why You Should Choose Us

Hear brand new case studies from nationwide wireless and wireline carriers, plus learn from MSOs to ensure you can replicate their success stories back in the office

Discover the CEM best practices from across the Americas, and contrast the experiences of US carriers with those from neighboring market

Discuss how you can deliver an excellent experience in the corporate, as well as the consumer market, to ensure you continue to drive revenues from this highly lucrative customer base

Participate in brand new interactive workshops and gain hands-on, practical advice on how to gain company-wide buy-in for your CEM strategies

Network with SVPs, VPs, Directors and Heads of:

  •  Customer Experience
  •  Customer Service
  •  Customer Care
  •  Customer Operations
  •  Customer Strategy
  •  Client Experience
  •  Customer Loyalty
  •  Customer Marketing
  •  Customer Management
  •  Customer Retention
  •  Digital Experience

Hear what your peers said about Telecoms IQ’s Customer Experience Management in Telecoms: North America Summit:

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