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Customer Culutre & Centricity

Interviews with Industry Leaders

Customer Experience Strategy



Interviews with Industry Leaders

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  • 2015 Post Event Report 2015 Post Event Report
    The launch of the Customer Experience Exchange for Telecoms connected 60 Senior VP’s and Directors of Customer Experience with a selection of the industry’s leading solution providers and analysts. This report outlines the central themes that arose from discussing the challenges keeping telecoms executives awake at night, and the trends driving the high levels of investment across the broad technology and service provider landscape.
  • Forrester Q&A: How customer experience in Telecoms is essential for success in the age of the customer

    Vice President of Forrester’s CX Consulting Practice EMEA, Qaalfa Dibeehi’s provides great insights and exclusive examples of how customer experience in Telecoms is essential for success in the age of the customer.

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  • Interview: Charlotte Dunsterville, Customer Experience Director, Sure International
    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 hurdle to overcome. Charlotte shares the evolution of Sure’s  customer strategy, together with how the organisation has worked to integrate the customer experience into day to day activities to ensure it delivers the best experience possible.
  • Interview: Jorge Mascarenhas, Head of O2, Telefonica
    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.
  • Interview: Kjell-Morten Johnsen, Head of Telenor Europe & Broad Member at Vimpelcom Telenor
    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.
  • Interview with Fabrice Andre, SVP Quality & CSR, Orange
    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.