Videos from European Communications’ fifth annual customer experience seminar are now available to view.
Jo Causon, CEO of the Institute of Customer Service, kicked off the event by outlining what matters to customers today and why the telecoms industry still lags behind other sectors.
“Customer service is not a pink and fluffy area,” she warned attendees.
Causon focused on employee attitudes and behaviour as a key area for operators to look at.
“The [telecoms] sector is not doing particularly well across Europe,” she said.
You can see the Causon’s presentation in full below.
European Communications Editor Marc Smith presented findings from our fifth annual survey into what the telecoms industry thinks about the customer service it provides.
For example, what is the biggest source or poor customer experience? Where would operators like to see the increased investment in customer experience spent? And who is charge of operators’ customer experience strategies?
You can see the full presentation below.
Dogus Kuran, the newly appointed Chief Customer Officer at Turkcell, and Mark Gait, Head of Customer Service at O2 UK outlined their respective strategies. You read more about their presentations as well as Q&As by clicking here.
Vincent Rousselet, Vice President of Market Insight and Strategy at Amdocs, then sought to join the dots between what customers want and what telcos are delivering.
Finally, Traian Ionescu, Strategic Business Development Director at Ascom Network Testing, discussed how to design networks to improve customer experience.