Event overview

While customer experience is the focal point of every business today, the telecom sector brought this into play. The event focuses on the key trends that have defined telecom industry as it evolved and expanded. At the event, we will discuss strategies for delivering a great experience, how that can delight customers and at the same time, tips for increasing satisfaction for the agent.

Why attend?

In today’s world, providing a superior customer experience is an imperative. Customer experience is about managing customer expectations and ensuring the reason for customer contact is addressed effectively. While enterprises have invested in multiple tools to provision a consistent multi-channel customer experience, a key aspect is also empowering the agent and providing them with the right tools to be able to offer this experience to the customer.

As part of the CEM leaders boardroom, EdgeVerve is organizing an interactive session and invites you to share your ideas and initiatives undertaken in this space. The CLB discusses in a holistic way about providing a delightful experience, addresses the common problems agents typically face while resolving customers’ queries, ways in which the agent experience can be simplified, answers and expertise the agent needs to address customer communication channels.

We will also present few real-life case studies and touch up on how we help deliver the ideal solution for your contact centers.

Speakers

Joana van den Brink-Quintanilha

Senior Analyst serving customer experience professionals, Forrester

Based in London, Joana is Senior Analyst at Forrester and serves Customer Experience Professionals. Her areas of expertise include digital customer experience, tools like journey mapping and Agile methods. Joana also focuses on brand, and leads CX Index research in Europe. Before joining Forrester, Joana was the senior customer experience manager at Elsevier, a leading provider of science and health information. She was responsible for all aspects of customer experience including measurement, strategy, customer understanding, and design. She set up and managed a team of Customer Experience Professionals in charge of delivering customer insights to the business through customer journey and ecosystem mapping as well as implementing projects that drove customer satisfaction and reduced customer effort at Elsevier. Joana has a strong background in digital customer experience through her role as editor-in-chief of Elsevier's digital platform from 2008 to 2011.