This month Telecom Council opens its meeting to the public as we focus on the burgeoning field of Customer Experience (CX). Join Telecom Council members and the vendors and investors that support innovation across the industry as we look at the opportunity and review relevant startups.
How important are front-facing customer interaction for telecom network operators? Very! A study by Accenture's revealed that 80% of customers who switched telecom providers did so because of a poor customer experience. This is corroborated by Forrester, who revealed that 89% of subscribers are willing to leave their telecom provider as a result of perceived poor service. These highlight the direct correlation between CX and churn - a massive loss for a telco.
But the news doesn’t have to be all bad, nor about losses. On the flipside, excellent CX can build loyalty and brand, and increase revenues by driving new service adoption, reduce churn, and increase shareholder value. A 2023 Study by KPMG emphasizes the importance of personalization in the telecom industry to drive customer lifetime value. They found that customers are more likely to stay with providers who offer personalized plans, proactive customer service, and tailored recommendations. While they don't give a specific percentage increase in CLTV, they highlight that "telcos that personalize the customer experience generate higher revenues and reduce churn."
So, carriers have a choice to make, whether to invest in excellent CX, or to lose customers to the competition. The good news is that the KPMG research indicates that good CX is an investment that can pay for itself.
And with the recent progress in AI, chatbots and agent assistance, providing excellent service at scale has never been more accessible. On the other hand, it’s not just as easy as hiring more CSRs anymore. New technologies, training, systems, and approaches are needed. In our increasingly complex telecom services portfolio, we need new solutions to manage the Customer Experience. And an important point to remember is that, as it gets more complicated in the back office, customers want it to get simpler in the front of the store!
In our upcoming meeting expect analysis and dscussion, plus a series of rapid-fire pitches from leading startups looking at issues like:
- AI-Powered Customer Support
- Hyper-Personalization
- 5G and Edge Computing for CX
- Data Privacy and Security
- Sustainability in CX
- Building a Seamless Omnichannel Experience
- The Metaverse and Immersive CX
- CX for the "Everything Customer"
- Measuring CX Beyond NPS
The meeting will feature presentations from a curated selection of innovators, startups, and scale-ups who are at the forefront of Customer Experience. These visionaries are developing groundbreaking solutions that have the potential to reshape the telecommunications landscape.
Join us as we look at the subject of Telco CX, and meet with innovative companies providing fresh ideas and technology which address the difficult challenge.
Introduce your product or service to telcos, telecom vendors, and tech scouts. Reserve a spot to pitch during registration.
In-room meeting tables for rent to companies wanting to connect with attendees for demos or further conversations.
We fill agendas through speaker applications with priority going to members, sponsors, and community recommendations.
Sponsor messages reach 20k newsletter, website and social subscribers. Consider sponsoring lunch or a coffee break.
FEES & OPTIONS
- ATTENDEE REGISTRATION $200 (free for Telecom Council members)
Registration includes time for networking, pitches & demos, and conversation over lunch.
- REGISTRATION with TECHNOLOGY PITCH: $450
This registration includes time on the agenda to introduce your technology, take questions, and get feedback from attendees and Telecom Council members.
OPTIONS
- MEETING TABLE: $250 ($50 for members)
Add an in-room meeting table to show demos and start conversations during meeting breaks. Tables are 30” round, 42" tall, cocktail tables with black linen, power, and sign with your logo.
VENUE
Special thanks CableLabs for hosting today's meeting and bringing the Telecom community to their facility.
Remote Access: Our virtual meeting room is available for this meeting. Registrants will find instructions in their confirmation email after registering.
ABOUT TELECOM COUNCIL
Telecom Council introduces startups and innovation to global telcos, telecom vendors and communications investors who are dedicated to partnering with new companies, investing in new technologies, and exploring new market opportunities. Telecom Council members include:
