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Customer Experience Management in Telecoms: Latin America

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"Customer Experience Management in Telecoms: Latin America"

As Latin American telecoms operators have called a cease fire on the price war, the battle to be the first in the region to deliver a consistently positive customer experience still rages.

  • Entel developed an omni-channel steering committee to align the priorities of different departments and achieve the #1 customer service ranking among Chilean telecoms operators
  • Telefonica Colombia migrate their customers to self-care channels to reduce the time and cost to serve whilst enhancing customer satisfaction
  • Cable & Wireless El Salvador are moving from an outsourced to insourced contact centre model to gain additional control over their customers’ experience

This is your chance to hear from Latin America's CEM in telecoms leaders how to improve the quality of service you deliver across multiple channels with limited spending, and find out how new online channels can reduce the cost-to-serve each customer.

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