24th - 26th October, 2017 | Atlanta, GA, USA

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Registration Form

Register your place today for the "Customer Experience Management In Telecoms, North America". Download the form, fill it in & send it back to us here :- enquire@iqpc.co.uk... Read More

Exclusive Content

3 practical ways North American telcos can improve customer experience

In a recent article, CX Network explored the problems in the North American – and particularly US – telecommunications market when it comes to successful customer experience. There is little doubt that the region is seeing low levels of consumer satisfaction, both in comparison to international counterparts and in comparison to other... Read More

Why is the American telecoms customer so unhappy?

The North American Telecoms market has a problem. Recent studies across the board have exposed a significant shortfall in customer satisfaction. The 2016 US Analysis from the Customer Experience Excellence Centre (‘Harnessing the Power of Many’) revealed that while the US outperforms the UK for customer experience across the vast majority of... Read More

CEM Telecoms North America: Summer e-Magazine

As we all know, the U.S. telco and cable industries are still (among key operators in Europe and North America) at the bottom of the heap when it comes to customer satisfaction. Why exactly is this bad news? Because consumer dissatisfaction will inevitably lead to change (i.e. a more competitive landscape) and because many companies have still not... Read More

From Business Transactions to Customer Outcomes

Enjoy this past presentation from David Garcia, Member of the TELUS team Atlanta, GA on Business Transactions to Customer... Read More

Leveraging Technology to Enhance Customer Experience in Telecommunications

It is unquestioned that technology is now a key element in the customer experience journey within the telecoms industry. CX Network has spoken to industry experts to gather their insights into how technology can be effectively leveraged and combined with human interaction to enhance the customer... Read More

The Pocket Guide to Customer Experience in Telecoms

This ebook will serve as a guide to the core strategies that need to be put in place in order to refine your customer experience strategy. We have surveyed numerous relevant individuals within the telecoms industry and spoken to industry experts in order to give you an exclusive insight into the challenges and solutions of customer experience... Read More

Articles

Five Steps to Proactively Retain Customers and Ensure their Long Term Spending

Knowing the right methods to retain existing customers and ensure their satisfaction is proven to be one way telecoms companies can maximize customer loyalty and profitability.  With case studies from Comcast, Verizon and AT&T, Telecoms IQ presents: Five Steps to Proactively Retain Customers and Ensure their Long Term... Read More

PDF

Convince your Boss

Download this one page guide on everything you need to know about the agenda and the... Read More

Infographics

What are North American carriers investing in?

Telecoms IQ recently conducted a North American industry survey to find out the challenges carriers are facing today. The results we identified include:  - Gaining company-wide buy in for CEM programmes   - Understanding and actioning the Voice of the Customer   - Incorporating digital into customer care strategies  In light of this, the... Read More

Mind the Gap: Breaking Down Silos to improve Customer Experience in Telecoms

Creating a unified customer experience is the key success factor for improving customer loyalty and reducing churn. Telecoms companies must create a holistic experience for their customers, throughout the lifecycle of the customer and between the silos of customer care, finance, sales & marketing and IT departments. In this infographic... Read More

Additional Content Download

Articles

5 Top Case Studies and Learnings for Customer Experience Management Professionals

As a customer experience management professional you know that learning from others is an integral part of getting things right. Here we share five of the top case studies from Sprint, Telus, BT, AT&T and Cox Communications to help you improve your own... Read More

How to Empower Employees to Deliver an Optimal Customer Experience

Tequea Batson-Diaz is an Operations Manager at Sprint. In her 15 years in leadership, Batson-Diaz has managed more than 2,000 employees and NEVER lost one to poor performance. In this exclusive interview Telecoms IQ interview, she discusses how positive employee engagement enables great customer experience and reveals how to empower employees to... Read More

PDF

2017 Sample attendee list

Download the sample attendee list to find out who you will meet on... Read More

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Exclusive Content

Leveraging Technology to Enhance Customer Experience in Telecommunications

It is unquestioned that technology is now a key element in the customer experience journey within the telecoms industry. CX Network has spoken to industry experts to gather their insights into how technology can be effectively leveraged and combined with human interaction to enhance the customer... Read More