October 17 - 18, 2018 | ATLANTA, GA, USA

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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 management.

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 industries in North America.

As a taster ahead of the CEM in Telecoms North America forum, we offer three practical pieces of advice for improvement, addressing some of those foundation weaknesses…


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 role of solution providers and technology providers will be instrumental to the success of telecom carriers in the North American market over the next 18-24 months. Find out the full story by downloading the infographic below.

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 Telecoms IQ explores just some of the ways operators are trying to overcome customer service and data silos.


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 programmes.