Digital Leadership Summit: Mitigating high customer churn with self-service in partnership with Quantum Metric

Increased competition and consumer expectations have made customer experience (CX) more important than ever for the telco industry.

Post-pandemic, interactions between companies and customers have accelerated. Telco customers now prefer fully digital onboarding performed through self-service. More telcos are now offering one-click service subscriptions, transparent billing, and instant connectivity.

What’s needed is the ability to provide truly personalized customer experiences, aligning your people, processes, and technology to exceed customer needs. It’s about better understanding the customer journey, at every touchpoint, and delivering the data visibility your teams need to make informed decisions right at the moment. So, how do you get there?

During this virtual Summit, experts from TM Forum, du, MasMovil, and Telstra, share their expert insights and experience on keeping the hearts of your customers and experience-led growth.

This is an invitation-only event. If you are interested in attending, please contact Vivian Tsiamis and fill out the required information in the email. Space is limited.

Agenda:

3:30 pm – 3:40 pm | The importance of customer service in the telecoms industry
 Welcome and introduction
 Key trends shaping the future of customer experience in the telecom industry
 Changing customer behaviors and expectations
 The importance of digital channels in decision making

Tony Poulos, Industry Insights Advisor, TM Forum

3:40 pm – 3:55 pm | Enhancing customer service through digital self-service
 Understanding where to optimize self-service to drive the biggest business impact
 How telcos can stay aligned with the evolving needs of customers
 The key to creating a truly seamless omnichannel customer experience 
 Best practices for leveraging customer data to inform strategy, optimize processes and drive business outcomes

Alex Thomson, Vice President of EMEA, Quantum Metric

3:55 pm – 4:10 pm | The business impact of customer experience in the telco industry
 Financial benefits of investing in customer experience
 The role of technology in improving CX
 Importance of tracking and measuring CX metrics
 Best practices for implementing customer services processes and procedures

Javier Daben, Digital Analyst Manager, MasMovil
Interviewed by: Carlos Planter, Regional Vice President Iberia, Quantum Metric

4:10 pm – 4:45 pm | Panel discussion: The future of customer experience in the telco industry
 Where to prioritize investments in the digital experience
 Navigating economic challenges and leaner digital teams
Understanding to what extent can AI, advanced analytics, and chatbots support specific points of a customer’s journey
 Barriers to success for telcos to achieve high levels of CX across their user interfaces

Tony Poulos, Industry Insights Advisor, TM Forum
Angela Logothetis, Group Owner, Edge & Cloud, Telstra
Kristine Pitts, Director of Digital User Experience and Creative, du
Radhika Venkatraman, Executive Industry Advisory Board, Quantum Metric
Alex Thomson, Vice President of EMEA, Quantum Metric

Sponsored by: