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Customer Experience Management (CEM) In TELECOMS World Summit 2012
Creating Differentiation to Reduce Churn and Maximize Profit through Developing an Effective CEM Strategy

Conference: 27 - 28 September 2012
Swissotel Merchant Court, Singapore

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Programme

Conference Highlights & Workshop Programme

For full agenda, please email us your contact details to enquiry@symphonyglobal.com

Conference Highlights :

Day One (27 September 2012)

  • THE FUTURE OF CUTOMER EXPEREINCE IN TELECOMS INDUSTRY TODAY
  • MARKET VISION ADDRESS & OVERVIEW OF CEM
  • GAINING TOP MANAGEMENT’S SUPPORT & DESIGNING AN EFFECTIVE CEM STRATEGY
  • TRAINING AND ENGAGING STAFF ACROSS ALL TOUCHPOINTS TO SEND CONSISTENT CEM MESSAGES TO YOUR TARGET MARKET
  • PANEL DISCUSSION
    • Evaluating Customer Experience Management Strategies from An Executive Point-Of-View – What Are the Current Priorities for Telcos?
    • How to Inspire CSR so that the Organisation Can Get Maximum Response from Customers of All Types?

Day Two (28 September 2012)

  • TAPPING ON READY TECHNOLOGIES TO SUPPORT YOUR CEM STRATEGY
  • STRATEGIES TO ENSURE YOUR SUCCESSFUL CEM IMPLEMENTATION
  • MONITORING AND CONTROL MANAGEMENT FOR EFFECTIVE IMPLEMENTATION OF CEM
  • PANEL DISCUSSION
    • Living Your CEM Strategy In Your Organisation To Ensure Full Engagement and Buy-In By All Employees
    • Planning A Customer-Centric Strategy – What Are the Key Elements and Potential Pitfalls to Avoid?
    • Understanding the BSS Evolution and Impact on Understanding Usage Patterns and Getting to Personalised Strategy