For an organisation to become truly customer centric, the customer experience must be entrenched in all aspects of the business, from the customer facing teams to the back office functions. Such an organisational change is not without its challenges, and sometimes ‘doing the basics well’ internally can be the first...

Jorge talks to the Exchange about the impact that Gurus have on O2’s customer strategy. Jorge also shares the impact of propositions like these and how do to create a business case around something experiential such as the Guru strategy.

In this thought provoking interview, Kjell-Morten discusses the importance of customer centricity from the board perspective, together with the impact digital is playing in the future of customer experience.

The Customer Management Exchange team sat down with Fabrice to discuss how Orange are currently leveraging their customer strategy as a catalyst for growth, the key elements to a customer strategy that builds customers loyalty whilst minimising churn and how Orange build emotional engagement with it’s customers. 

In this exclusive interview Tete shares her thoughts on how best to deliver an excellent Customer Experience to O2’s consumer base, regardless of what channel they choose to use. Having joined the industry from a retail background, Tete also discusses what the telecoms industry can learn from other sectors, and...

Rohini talks about the importance of delivering service at the contact centre and how insight driven strategies are key to sharpening your initiatives for success.

As one of the largest telecom provider in Europe, Gero talks about how Deutsche Telekom have remained competitive throughout the years, and how they have innovated their strategies to keep up with the rising needs of the consumer through digital and self service.

Richard highlights the importance of having a strong digital strategy and how ensuring an organisation is bought into the changing consumer culture is critical to embracing new technology throughout the business.

Every telecoms provider knows that it is much cheaper to retain an existing customer than it is to acquire a new one. Loyalty and retention are probably some of the biggest challenges facing operators today, especially in the competitive global marketplace, where the current economic climate is such that customers...

Over the past few years there has been a huge shift towards putting the customer in the drivers’ seat when it comes to developing your customer service strategy. Discovering what your customers’ expectations are and how to quickly resolve their issues is a top priority for telecoms professionals, but what...

It used to be enough for telecom operators to just monitor and manage network quality. Now, as the wireless operator space continuously hits new heights of competitiveness and customer churn can make or break a quarterly financial report, customer experience management has taken centre stage.

We recently spoke to Richard Shenton Head of Customer Experience Strategy and Continuous Improvement at Virgin Media Business to get his insight on CX Telecoms related questions.

It used to be enough for telecom operators to just monitor and manage network quality. Now, as the wireless operator space continuously hits new heights of competitiveness and customer churn can make or break a quarterly financial report, customer experience management has taken centre stage.

Are you able to capture, analyse and leverage your customer data across your organisation? Many companies have the correct tools in place to capture this data, but ensuring true customer insight is still proving tricky for organisations.In this report we identify some of the key trends and challenges for 2017...

It’s a given now that if an organisation hasn’t at least started their journey into online customer experience, then the competitive advantage may already be lost. Self service, automation and live chat are all tools that have enabled this section of a customer strategy to flourish, but customers still feel...

The next generation of employees is entering the workplace en masse and bringing new work habits, values, and goals with them. According to a study conducted by Deloitte, Millennials are expected to comprise 75% of the workforce by 2025.1 In order to understand how organisations must adapt, it is important...