In today’s experience-driven market, a seamless and sustainable customer experience is critical. To meet customer expectations, service providers must adapt their customer experience strategies.
Customer experience goes beyond network coverage and suitable customer service, proactive retention of customers, sophisticated loyalty programs and mobile broadband performance.
TM Forum (News - Alert), a global, not-for-profit industry association with over 130 members across Asia, has announced a Customer Experience Management Summit in Kuala Lumpur, Malaysia, to help service providers understand the key facets of CEM.
The Forum has announced that 30 speakers will address attendees from across Asia in this Summit.
The summit offers a stellar line-up of CEM expert keynotes from Celcom Axiata Berhad; Dialog Axiata PLC; Globe Telecom, Inc.; Oracle (News - Alert) Corp.; and Tune Talk Sdn Bhd. These speakers will discuss how in today's experience-driven market, a sustainable customer experience is critical.
TM Forum is a worldwide, not-for-profit industry association, facilitating service provider agility and innovation.
Aileen Smith, chief operating officer at TM Forum, stated, “Subscribers are attracted to differentiating factors that sets one service provider apart from the rest. Historically, if the relationship with the provider is good, customers stay with that provider," she said. "But today, proactive retention of customers, loyalty programs and mobile broadband performance for increased social media interaction, video and Web browsing are all key elements in establishing a successful CEM strategy.”
Recently, the company released a new survey stating that buoyed by the proliferation of smart devices, cloud technology and vibrant software innovation, consumer lifestyles and companies are becoming increasingly digital. Apart from the need for radical change in the marketplace, Digital Life reveals its perspectives on digital services.
It also provides a view into how service providers view the digital services revolution, and the internal and external obstacles they face in offering digital services.
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