Videos from European Communications fourth annual customer experience seminar are now available to view.
The event, which took place earlier this month, features executives from Orange, Amdocs, AsiaInfo and EY.
Key findings from European Communications’ latest customer experience survey, including what the industry thinks is the biggest source of poor experience, were also discussed.
Philippe Bernard, Executive Vice President of Customer Experience at Orange, outlined how the company is aiming to reinvent how it delivers customer experience (see below).
He also discussed the France-based operator’s approach to serving Generation Y – one of two key themes at the event.
Executives from Amdocs and AsiaInfo talked about new developments in customer experience and the challenges of the omni channel business case.
What telcos can learn about customer experience from other industries was another important topic discussed.
Adrian Baschnonga, Lead Analyst, Global Telecommunications at EY, outlined two case studies from the banking and retail sectors in his presentation.
He also discussed the subject in a Q&A with European Communications Editor Marc Smith (see below).
Video interview with all the speakers, along with their full presentations, are available to view on our YouTube channel. Click here to see the full playlist.
There is also a panel discussion featuring all of the speakers.
European Communications’ next event is our big data seminar on 25 June. Click here to register.