With Customer Experience Management proving to be, along with the Cloud, one of the two key topics at Management World this week, it is becoming apparent that the ability to analyse, correlate and act upon the intelligence that exists within operators will be crucial to operators’ strategic goals in the face of increasing competitive and commercial pressures.
Mobile Europe’s round table debate, in association with Arantech, aimed to discuss how operators can drive increased customer loyalty, revenues and operating efficiency by using the customer data they hold in their network, OSS and BSS databases. How can operators deliver actionable intelligence to their business teams? Who needs to be involved, and what could the results entail?
This video sets the scene for that debate, and gives an insight into how participants view operators’ readiness in developing a true CEM culture. You can also read the full results of the round table itself in the most recent issue of Mobile Europe.
Round table attendees included: Neil Montefiore, CEO, StarHub; Susan McNeice, Vice President, Yankee Group; Phillippe Bernard, EVP Sales & Care, Orange Group; Teresa Cottam, Research Director, Telesperience; Barry Houlihan, CEO, Mobile Interactive Group; Hugh Griffiths, Director, Digital Potential and James Doyle, VP of Strategy, Arantech.