Leading telecoms operators to meet at CEM in Telecoms next week to explore customer experience

Sept. 20, 2011 - PRLog -- The Customer Experience Management in Telecoms (http://www.customerexperienceevent.com) four day programme will explore how to implement a customer-centric CEM strategy, how to identify effective measurement metrics for customer experience and how to optimise employee engagement.

Colin Shaw, CEO of Beyond Philosophy, will deliver the keynote speech at the event, focusing on the seven strategic questions that are critical in designing an emotionally engaging experience to deliver customer advocacy. An exclusive podcast interview with Colin Shaw is available on the CEM in Telecoms website at http://www.customerexperienceevent.com/download

Attendees will also hear case studies from leading fixed line, mobile and integrated telecoms operators including:  

•   Filipa Sá Carneiro, Customer Experience Manager, Optimus
•   Olivier Crucq, Director of Customer Experience, Belgacom
•   Ivana Dingarac, Head of Customer Retention, Telekom Srbija
•   Andrea Ferri, Head of Online Community, Vodafone Italy
•   Michael Havas, Group Director Customer Service & Online, Telekom Austria Group
•   Nafsika Katsoglou, Head of Customer Service Desks, Cable & Wireless Worldwide
•   Alexandra Korman, Vice President Market Segment – Residential, T-Mobile Czech Republic
•   Pavel Milec, Director Customer Experience, Telefónica O2 Slovakia
•   Steffen Weihrauch, Head of Customer Experience Management for Mobile, Deutsche Telekom

The CEM in Telecoms media centre features exclusive interviews with Orange FT Group and BT Global Services, along with complimentary articles and white papers on customer experience. http://www.customerexperienceevent.com/download

Customer Experience Management in Telecoms (http://www.customerexperienceevent.com) will be held on 26th-29th September in Budapest and is sponsored by Ericsson; Amdocs; Dimelo; LivePerson; MDS; QIWI and Vitria.

Notes to Editors:

For further information on Customer Experience Management in Telecoms contact +44 (0) 20 7368 9396, email telecoms@iqpc.co.uk or visit http://www.customerexperienceevent.com
Customer Experience Management in Telecoms will also be held in London on the 23rd – 26th January 2012, and Florida on the 14th–16th February 2012.