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Customer Experience & Telecoms Breakfast Briefing
2/22/2010 2:52:00 PM
Exceeding customers’ expectations and providing excellent customer experience continues to be a high priority for all businesses. gem’s “Customer Experience Breakfast Briefing” took place in Fitzwilliam Hall, Dublin on Thursday 4th February and was attended by representatives from companies including BETDAQ, Paddy Power, Vodafone, UPC, O2 and Anglo Irish Bank.
The briefing got started with a very interesting insight into customer experience & the customer journey provided by Jayne Hall, former Head of Customer Experience @ Vodafone UK. Jayne discussed the importance of “walking in your customers shoes” to assist in the design of a company’s customer experience programme.
Fran Healy, Senior Manager, Operations Support for Clearwire went on to outline Clearwire’s decision to outsource, and how the relationship with gem has progressed in the last 18 months. gem Business Manager, Louise Bone brought the presentations to a close with a case study on the partnership approach that has allowed gem to meet and exceed Clearwire’s initial targets to reduce customer contacts & overall cost per customer whilst providing an enhanced customer experience.
The briefing concluded with a panel discussion on the importance of customer experience for all businesses.
