Customer Experience has been at the top of the C-Suite agenda for a number of years now. However, it is no longer about just improving customer touch points in existing services, but rather the goal now is to drive different forms of engagement that develop new markets, new revenue streams and new business efficiencies. The way people consume and experience media and content is shifting, as is the nature of services that Telcos look to offer their customers. Telco and Media & Entertainment companies need to look for new ways to engage customers to address the challenge of commodity markets and industry convergence. The question is, how?

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• Customer experience and its need to evolve
• The creation of different forms of engagement
• Developing new markets, revenues and business efficiencies

Speakers

Drew Crisp

IBM Executive Partner Communications Sector, Digital Leader

George Bevir

Editor, IBC365

Moderator

Guy Daniels

Director of Content, TelecomTV