Customer experience management #CEM is widely touted as the only remaining point of differentiation for communication service providers. Whether or not this is true, it is important enough for Total Telecom to put on a dedicated
Customer Experience Summit, in London, on the 14 November.
A fantastic line up of operators, analysts and solution providers includes:
- Mr Wayne Schutte: Director, Customer Experience, EE
- Mr Madhusudhan Mysore: Chief Network Officer, Network & Service Operations SS - Tata Communications
- Mr Graham Webster: Director, Customer Experience, Telefónica Europe
- Mr Ahmad Kamal: Chief Officer Customer Services Operations - Ufone GSM
- Ms Janet Watkin: Founder, Ocean82
Who are they, and what are they talking about:
Mr Wayne Schutte: Director, Customer Experience, EE
Wayne Schutte joined Everything Everywhere in 2011 as part of the contact centre operations leadership team for the Orange and T-Mobile brands. In September he was appointed as the Director of Customer Experience team, which brings together expertise on customer insight, loyalty, excellence and innovation for all customer channels.
@TTSummit:
Everyone’s talking about it... but what actually is CEM?
Mr Madhusudhan Mysore: Chief Network Officer, Network & Service Operations SS - Tata Communications
Madhusudhan leads CSO (Customer and services Operations group), for Tata Communications. His key focus at Tata Communications is to enhance the service capabilities and customer facing activities across the globe. He is responsible for supporting Global Carrier (Voice and Data) & Enterprise Services (Network and Managed) Operations
@TTSummit:
Effective customer experience management strategies to retain enterprise customers
Mr Graham Webster: Director, Customer Experience, Telefónica Europe
Graham is responsible for leading the Customer Experience activity for Telefonica Europe as Telefonica continues to increase its focus on its customers. In 2011 he led the development of the Social Media Strategy for Telefonica Europe.
@TTSummit:
Happy customers – using customer experience as a point of differentiation and to improve loyalty
Mr Ahmad Kamal: Chief Officer Customer Services Operations - Ufone GSM
Ahmad Kamal is currently leading the Customer Services division at Ufone in Pakistan. He possesses a rich and diversified experience spanning over 23 years in the Telecommunication Industry. He is regarded as one of the pioneers of Customer Experience management in Pakistan being associated with the industry since 1989.
@TTSummit:
Understanding your market to offer a great customer experience
Ms Janet Watkin: Founder, Ocean82
Janet successfully developed and launched the OCEAN (Outstanding Customer Experience Analysis & News) programme for evaluating user perceptions of service providers. Janet looks to find root cause for dissatisfaction and offers consultancy to clients on achieving world class standards of service aligned with customer priorities.
@TTSummit:
Panel discussion: Effective customer experience management strategies to retain enterprise customers
To hear more on this subject,
come along to the inaugural Total Telecom Customer Experience Summit on the 14 November 2012.
For sponsorship opportunities contact
Oliver Chandler on
+44 (0)20 7608 7041
