Telefónica O2, Orange FT Group, Telenor & giffgaff to Explore how to Drive Customer-centricity and Measure Customer Experience at CEM in Telecoms

LONDON, June 30, 2011 -

CEM experts from leading fixed line, mobile and integrated
telecoms operators will gather at Telecoms IQ’s 2nd CEM in Telecoms
Conference in Budapest this September:
www.customerexperienceevent.com

As telecoms operators frantically compete to differentiate their
customer offering, never has it been more important to develop new
and innovative customer experience management strategies. To
address this, the Customer Experience Management in Telecoms
conference will explore how to implement a customer-centric CEM
strategy, how to effectively measure the customer experience and
use the results to combat churn.

“Customer Experience Management in Telecoms will provide a great
opportunity for direct insight into different CEM strategies
implemented across the telecoms industry” said Tatjana Manojlovic,
Director of Customer Care & Front Line Support at Telenor
Serbia.

CEM in Telecoms will feature operator case studies led by:

• Filipa Sá Carneiro, Customer Experience Manager, Optimus
• Olivier Crucq, Director of Customer Experience, Belgacom
• Ivana Dingarac, Head of Customer Retention, Telekom Srbija
• Andrea Ferri, Head of Online Community, Vodafone Italy
• Michael Havas, Group Director Customer Service & Online,
  Telekom Austria Group
• Robbie Hearne, Head of Member Experience, giffgaff
• Nafsika Katsoglou, Head of Customer Service Desks, Cable &
  Wireless Worldwide
• Alexandra Korman, Vice President Market Segment - Residential,
  T-Mobile Czech Republic
• Tamas Lengyel, Customer Experience Leader, Magyar Telekom
• Pavel Milec, Director Customer Experience, Telefónica
  O₂ Slovakia
• Steffen Weihrauch, Head of Customer Experience Management for
  Mobile, Deutsche Telekom

The CEM in Telecoms media centre features exclusive podcasts
with Andrew Williams from Orange FT Group and Colin Shaw, CEO of
Beyond Philosophy, on the main challenges and drivers in customer
experience: href="www.customerexperienceevent.com/download">www.customerexperienceevent.com/download

Customer Experience Management in Telecoms will be held on
26th-29th September in Budapest and is sponsored by Ericsson,
Amdocs, Dimelo, LivePerson, MDS and Vitria.

Notes to Editors:

For further information on Customer Experience Management in
Telecoms contact +44(0)20-7368-9396, email href="mailto:telecoms@iqpc.co.uk">telecoms@iqpc.co.uk or visit
www.customerexperienceevent.com

.