Friday, 19 October 2012

Customer experience management. What is it exactly?

Everyone is talking about customer experience management or #CEM, but what do they mean? We've put together an eBook to support our forthcoming Customer Experience Summit, which offers some insight. 

In this downloadable publication you'll hear from: 

  • Steven Walden - Beyond Philosophy
  • Olivier Milcent - Momac
  • Stuart Brown - Teleware
You can also read white paper contributions from Analysys Mason and Frost & Sullivan.

The latter is reproduced with the kind permission of its sponsor, Lavastrom Analytics, and poses the question of "Why aren't your customers happy"?

Finally, you'll hear from our own By Mary Lennighan with her article Keeping It real, originally published earlier this year.

If all this wets your appetite for more on #CEM, then you should really come along to the Total Telecom Customer Experience Summit on the 14 November.

At this event you'll hear from a range of experts on the subject, including:
Strategic Partne
  • Director, Customer Experience - Telef√≥nica Europe
  • Senior Director for Customer Value Management - Du
  • Director, Customer Experience - EE
  • Chief Network Officer - Tata Communications
  • Chief Officer Customer Services Operations - Ufone GSM
  • Managing Director, Global Telecom Markets (GTM) - BT Wholesale
Book by the 26 October for the best delegate price!

1 comment:

Rob Chambers said...

A report by Heavy Reading says operators will spend more than ever on CEM in 2013. It really is time to make sure you know what it's all about....