Speakers from Accor, Colt and Hrvatski Telekom feature at the sixth annual European Communications customer experience seminar on 10 May.
The event, which takes place at the Ace Hotel in London from 9am-1pm, is titled Intelligent Customer Engagement and will look at how telcos are using data to improve their strategies.
Speakers from the UK Institute of Customer Service, Moo.com and Openet are also on the agenda, while European Communications Editor Marc Smith will present findings from our latest research into telcos and customer experience.
For the first time, speakers from outside the telecoms industry will share their approaches to customer experience.
Dan Moross from Moo.com will give a start-up perspective, while Mariana Machado from global hotel group Accor will share the strategy of a multinational with operations in 95 countries.
From the telco side, Colt’s Harsha Gowda will outline how the enterprise-focused operator plans to double its NPS over the next few years, while Hrvatski Telekom’s Luka Baranovic will discuss why he is focusing on bringing a human touch back to the Deutsche Telekom opco’s operations.
Jo Causon, CEO of the UK Institute of Customer Service, will discuss why telecoms and media remains the worst performing industry sector for customer satisfaction and what it needs to do to improve.