With technology permeating almost every single aspect of our lives today, you’ll be hard pressed to find a customer who hasn’t in some way embraced the idea of connected living. That said, the expectations of today’s consumer has also evolved significantly from before, with demand for personalisation versus mass appeal, and the digital store gaining favour versus the physical store. This applies across various industries, from retail, F&B and finance.
Catering to the digital native
Telcos in particular, have had a particularly challenging time changing up their processes in order to cater to the demands of the new-age digital customer. Legacy infrastructure, traditional call-centre set-ups and executive mindsets are just some of the reasons given, and at the end of the spectrum also comes a need to have a thorough understanding of what tomorrow’s customer is searching for when it comes to expectations of its service provider.
That’s why at Telecoms World Asia 2017, we’re bringing together experts who’ll be sharing their experiences in creating a holistic, end-to-end and positive experience for their customers, and how that contributes to retention and satisfaction.
Customer Experience Panel: Serving the customer of 2020
- What are today’s customers looking for from their service providers?
- Ushering in the era of mass personalisation
- How can you actively engage customers on their digital journey?
- How are you creating an integrated omnichannel experience for your customers?
- What are the challenges?
- In an increasingly crowded marketplace, how can telcos continue to differentiate and retain customer mind space?
- Beyond the NPS – are there better ways to measure customer satisfaction?
Confirmed panellists include Suman Karagupta, Head of Customer Experience at Jio – India’s newest mobile operator that’s causing a stir in the country and Sandra de Zoysa, Group Chief Customer Officer at Dialog Axiata and one of the industry’s pioneers in service excellence.
Join them and more senior leaders as they discuss the challenges in serving the customer of tomorrow, and exchange ideas on how to overcome on Day 2 of Telecoms World Asia 2017, which takes place 21-22 March at InterContinental Bangkok, Thailand.
Keen to be involved? Get in touch with the team:
Register today! Early bird promotions start from as low as 50%, so book early enjoy the best rate!
(The image above can be found in our ebook: 18 things you missed at Carriers World Asia and Telecoms World Asia 2016. Click here to download your free copy today!)