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