October 10 - 11, 2018 | Crowne Plaza Los Angeles-Commerce Casino, CA

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Attend CEM in Telecoms North America to: Join the best and brightest operators from across North, Central and South America including the CaribbeanGet to grips with existing and emerging technology at our Pre- Conference Focus Day: Understand how the likes of ...

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Addressing CX Transformation Pitfalls: Insights from Shep Hyken

In this exclusive interview, we spoke with Shep Hyken, Customer Service & Experience Expert, about overcoming the challenges of CX Transformation in the telecoms industry, the dangers of focusing too heavily on the tracking of CX metrics and what is in the technology customer experience toolkit o ...

Survey Report: Preparing For The New Era of Customer Experience

A new era of customer experience is emerging in the telecoms industry, one where organisations are required to understand and engage their customers in personalised experiences, deliver on every interaction and utlise technology solutions that put the customer at the heart of the business. 

The Transformation of Customer Contact Centers

With growing digital engagement customers have more appetite to communicate than ever before and customer contact centers have found that demand for engagement is even greaterWe wanted to understand more about how the contact center has evolved over the past few years with the widespread i ...

3 practical ways American telcos can improve customer experience

In a recent article, CX Network explored the problems in the North American – and particularly US – telecommunications market when it comes to successful customer experience. There is little doubt that the region is seeing low levels of consumer satisfacti ...

What are North American carriers investing in?

CX Network recently conducted an American industry survey to find out the challenges carriers are facing today. The results we identified include: - Gaining company-wide buy in for CEM programmes - Understanding and actioning the Voice of the Customer - Incorpora ...

5 Top Case Studies and Learnings for Customer Experience Management Professionals

As a customer experience management professional you know that learning from others is an integral part of getting things right. Here we share five of the top case studies from Sprint, Telus, BT, AT&T and Cox Communicati ...

Mind the Gap: Breaking Down Silos to improve Customer Experience in Telecoms

Creating a unified customer experience is the key success factor for improving customer loyalty and reducing churn. Telecoms companies must create a holistic experience for their customers, throughout the lifecyc ...

The Pocket Guide to Customer Experience in Telecoms

This ebook will serve as a guide to the core strategies that need to be put in place in order to refine your customer experience strategy. We have surveyed numerous relevant individuals within the telecoms industry and spoken to industry experts in order to give you an exclusive insight into the ...