The future of customer experience resides in the ability to offer a personalized and compelling service. There is a unique opportunity for customer data to be used wisely and enable all the players within the value chain to offer quality, timeliness and relevance in all the services they offer. Insight into your end customer’s needs and requirements is essential to target and market effectively and accurately. Understanding the entire customer engagement cycle is imperative to ensuring high-service quality, exceeding your customer’s expectations and creating long term loyalty.
Key Topics Include:
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Standards, processes and KPIs around delivering total customer experience
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Customer churn; building customer loyalty into your service offerings
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Measuring, monitoring and analyzing service performance
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Legacy systems; asset or liability?
Summit Keynotes Include:
 | Danilo DeAngelis
SVP Service Fulfilment
Telecom Italia
| | |  | Georgios Christodoulou
Head Customer Service-Retail
Cyprus Telecommunications | |
Key Take-Aways
- Learn how other service providers are implementing online customer self-service to maximise the customer experience
- Discover ways in which customer loyalty schemes can be used to boost revenues and minimise churn
- Hear the strategic CRM Programs of global service providers
- Find out how you can benefit from the power of your existing customer data in maximising future revenue streams
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Interview with Erwan Ménard