Exclusive videos from European Communications' recent customer experience seminar are now available to view.
Attendees at the Understanding Customer Experience event in London on 18 January saw four presentations featuring operator Openreach, market research firm Kantar Worldpanel and management consultancies Accenture and Infosys.
What consumers really want and how operators are attempting to meet these expectations were some of the topics under discussion in the first two presentations. More specific angles such as how to improve physical retail outlets and how the customer experience agenda is changing were featured in the latter two presentations.
There are also four one-to-one interviews featuring event sponsors Alcatel-Lucent, Amdocs, Oracle and LogMeIn.
All are now available to view – simply click on the videos you wish to watch from the list below.
Presentation: Kantar Worldpanel's Fiona Keenan
Kantar Worldpanel's Fiona Keenan looks at the latest data from across Europe that shows what consumers are really looking for in 2012
Presentation: Openreach's Andrew Jones
Andrew Jones, managing director (service design) at Openreach, outlines how the UK-based company defines and delivers customer experience with the aim of becoming a leading customer-focused organisation
Presentation: Accenture's Dan Adams
Accenture's Dan Adams outlines what operators need to do to improve their physical retail outlets in order to provide a great customer experience
Presentation: Infosys' Sanjeev Kumar
Infosys' Sanjeev Kumar looks how the telecoms industry is evolving to embrace new technologies, competitors and what learnings can be applied from other industries
Interview: Alactel-Lucent's Peter Spencer
Keith Dyer discusses the customer experience agenda with Alcatel-Lucent's Peter Spencer
Interview: Oracle's Gordon Rawling
European Communications editor Marc Smith discusses how best to improve the customer experience with Oracle's Gordon Rawling
Interview: Amdocs' Yossi Zohar
European Communications editor Marc Smith discusses how operators can improve the customer experience with Amdocs' Yossi Zohar
Interview: LogMeIn's Julian Johns
Keith Dyer discusses customer experience with LogMeIn's Julian Johns