Customer Experience Management in Telecoms will give you the opportunity to share and benchmark tactical and strategic approaches and ideas with the most experienced CEM experts in the industry

Location: Ramada Resort Aquaworld, Budapest, Hungary
Date: 26-29 Sep 2011

Keynote Speaker: Duncan Baker (Director of Strategic Marketing and Communications at Institute of Customer Service), Daljit Bilkhu (Head of Policy and In Life Customer Experience at Three UK), Filipa Sa Carneiro (Customer Experience Manager at Optimus), Olivier Crucq (Director of Customer Experience at Belgacom), Ivana Dingara (Head of Customer Retention at Telekom Srbija), Andrea Ferri (Head of Online Community at Vodafone Italy), Michael Havas (Group Director Customer Service and Online at Telekom Austria Group), Robbie Hearne (Head of Member Experience at Giffgaff), Chris Humphris (Account Executive at LivePerson), Nafsika Katsoglou (Head of Customer Service Desks at Cable and Wireless Worldwide)

Tracks/Topics:

• Implementing Customer Experience Management
• Learning from T Mobile Czech Republic how to develop and implement and leverage an end to end customer experience management strategy
• Establishing how to deliver a first class customer experience to stimulate business growth and reduce churn
• Understanding how to successfully integrate a customer experience management strategy within your business to engage your entire organisation
• Identifying and leveraging key customer experience measurement metrics to enhance your CEM strategy

Fees Range: €1549 - €3599 (+ VAT)
Highlighted Roles : Directors, Manager, Head of Department
Highlighted Industries: Telecom