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Last update11:14:00 AM

Video: Understanding Customer Experience event

Wednesday, 01 February 2012 11:06

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