There’s probably not a service provider in the world that hasn’t figure out that a happy customer is a loyal customer. And the way to get happy customers is to get insight into the customers’ needs and requirements in order to target and market effectively and accurately. Only by understanding the entire customer engagement cycle can providers ensure high-service quality that exceeds customers’ expectations and creates long-term loyalty.
The Excellent Customer Experience Summit at Management World 2010 this week is aiming to be a vital source of information to help providers in their quest to offer the best possible customer experience.
On Tuesday, sessions covered such topics as managing and differentiating the customer experience and improving customer experience through knowledge and monitoring. Speakers included representatives from Croatian Telecom, Mobitel, Rom Telecom, BT Group, mobilkom Austria, Deutsche Telekom, Telefonica Ecuador and The Broadband Forum.
Wednesday’s topics included investigating service quality management, strategies to provide an exceptional customer experience, utilizing business intelligence to create loyalty and preventing churn through customer loyalty and feedback. Speakers from Nokia Siemens Networks, Cosmote, Telemar Norte Leste, Hellenic Telecoms Organization, Telcordia, Rogers Communications, Tata Communications, Kabel Deutschland and Amdocs were featured.
On Thursday, attendees will hear about business excellence through benchmarking, monitoring and service performance and managing the customer experience ecosystem from speakers representing Deutsche Telekom, AT&T, Comstar-UTS, BI Telecom, Swisscom and more.
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