Current Speakers

 Michael McArdle
Michael McArdle
VP, Customer Experience Management
Comcast Corporation
Garrison Macri
Senior Vice President, Managing Director
 Thomas Boesen
Thomas Boesen
SVP Business Development
Ian Jones
Head of Strategic Solutions
 Kimberly Sebastian
Kimberly Sebastian
Director of Quality, Customer Service Organization
US Cellular
 Jon Windley
Jon Windley
Vice President of Customer Experience
 Annemarie Learoyd
Annemarie Learoyd
Vice President, National Technical Service Delivery
Rogers Communications
 Lynn Holmgren
Lynn Holmgren
Vice President Customer Experience Strategy
Frontier Communications
 Steve Kirkeby
Steve Kirkeby
Executive Director, Global Telecommunications Practice
J.D. Power and Associates
 Alan Bergstrom
Alan Bergstrom
Director, Brand & Member Experience
CUNA Mutual Group
 William J Greenwald
William J Greenwald
Founder and Chief Neuroleaderologist
Windsor Leadership Group

Telecoms IQ’s 4th Customer Experience Management in Telecoms: North America Summit

Learn how to identify the most effective customer communication channels, become more proactive in your approach to the customer experience and leverage big data to gain actionable customer insights

As a telecoms carrier in today's market, you face many challenges; revenues are scarce and competition is fierce and it is more crucial than ever that you find new ways to provide an excellent level of service to all customers.

Use this unique opportunity to meet and network with your peers and get to the heart of your biggest CEM challenges. You will discuss actionable strategies for:

  • Enhancing the customer experience across your contact centers and other touch-points
  • Increasing cross-functional collaboration and overcoming “silo mentality” in your organization
  • Leveraging big data to provide actionable insights that radically enhance the customer experience
  • Justifying the business case for your customer experience strategy
  • Differentiating yourself in a saturated market and driving brand recognition and loyalty

Don’t be left behind when it comes to CEM – learn how to embrace the customer experience and take new ideas and strategies back to your organization that will improve the customer experience and save you money.

Hear what attendees of Customer Experience Management in Telecoms – North America Summit, February said:

“I thought all the speaker panels were very good, great content and the participants were knowledgeable about the subject matter. The event was very valuable as my company prepares to utilize a more formal CEM strategy and NPS. It’s great to learn of best practices from your colleagues in the US and around the world.” Jonathan Hall, Process Improvement Leader, Project Management, Cox Communications
"Any time industry peers gather to share experiences on transforming the customer experience, it raises the bar and standards of excellence we all deliver" Joseph Elias, Senior Director of Customer Experience Engineering, Comcast
“Taking the time out to learn CEM best practices within our industry is invaluable. The pace of change and customer-centric shifts that face our industry absolutely deserves a forum targeted just for telecoms. Thanks IQPC for making this happen!” Peter Haid, Senior Manager of Customer Insights, CenturyLink
"The conference was excellent and provided an exceptional opportunity to network, I would certainly recommend it to my colleagues. CEM events are always timely and topical, focusing us on what's making the most impact on our customers in our highly competitive markets" Steve Kirkeby, Executive Director, Global Telecommunications Practice, J.D. Power and Associates
"I enjoyed sharing our TELUS case study on engaging team members through the change process and to exchange ideas on improving the Customer Experience". Eric Michrowski TELUS Process Improvement Centre of Excellence, Top 6 Global Process Excellence Deployment
“I found the event very valuable and I learnt that all the carriers in attendance are in a very similar situation and there isn't a single silver-bullet solution to improving the customer experience”Scott Schmidt, Manager of Project Management, CenturyLink
“There was a good mix of industry members and it was great to see senior level speakers who own business processes. It was valuable as I was able to do a lot of networking and learn about best practices being used in the industry”Zaid Ally, Regional Marketing Manager, Tektronix Communications

Top reasons to attend Customer Experience Management in Telecoms: North America:

  • Don't miss out on the only event to focus on driving a dramatic improvement in the customer experience for the telecoms industry !
  • Network with VPs and Directors in charge of the customer experience from leading carriers including AT&T, T-Mobile USA and Comcast
  • Take advantage of a highly focused format and environment that will get to the heart of your biggest CEM challenges
  • Hear from an inspirational speaker panel and take advantage of the many interactive networking and discussion sessions
  • Benefit from our cross-industry best practice exchange and learn from innovations in the customer experience from other industries 

PLUS - new for October 2013:

  • More focus sessions on how to perfect you social media and online communication strategies
  • Big Data: learn how to leverage big data to enhance the overall customer experience
  • PLUS New speakers andcase studies from the carriers that you told us you wanted to hear from including Verizon, Virgin Mobile and US Cellular

You will meet and network with senior experts from leading carriers across North America including SVPs, VPs, Directors, Managers and Specialists of:

  • Customer Experience
  • Customer Service
  • Customer Care
  • Customer Operations
  • Call Center Operations
  • Customer Support
  • Client Experience
  • Customer Service & Sales
  • Marketing
  • Customer Management
  • Customer Strategy
  • Commercial Operations
  • Sales

Sponsors & Exhibitors
Media Partners

Download the Agenda

Resource Center

Visit the Resource Center for complimentary industry related content!

Sponsorship Opportunity

Learn more about sponsor & exhibit opportunities


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