Speakers from MVNO Truphone and global consulting firm EY will be discussing how operators should personalise the customer experience in European Communications’ latest quarterly seminar.
The event, which takes place on the morning of 18 March in London, brings together a range of speakers and attendees from across the telecoms ecosystem.
European Communications Group Editor Marc Smith will kick off proceedings with a run through of key data from the title’s third annual customer experience survey, which found that 18 percent of operators said they were unable to do any personalisation despite wanting to.
Adrian Baschnonga, Lead Analyst of Global Telecommunications at EY, will then provide an overview of the challenges facing operators as they aim for a new wave of customer experience improvements.
Rod Sheriff, Executive Director of Customer Services at Truphone, will then outline the MVNO’s customer experience strategy, including what they are doing regarding personalisation, outlining how they are different to more established telcos and what the industry can learn from their approach.
Further presentations from event sponsors Amdocs, Dimelo and hybris plus a panel discussion and a Q&A session will provide delegates with a chance to get up to speed on the latest developments in this crucial area of importance for telcos.
“Improving customer experience continues to be at the top of operators’ to do lists, but increasingly a one-size fits all approach will not work. As customers’ usage of data increases, it’s time for operators to get much more personal with them,” said Smith.
“Whether it’s offering customers more bespoke services based on location and preferences, responding to them online as individuals or rewarding them more appropriately for their loyalty, there remains much more that operators could and should do.
“This seminar brings together operators, vendors and analysts to discuss what operators can do to become better at personalisation, the opportunities and challenges involved, as well as showcasing best practice and the tools available to help get the job done.”