CEM IN TELECOMS North America October 2014

LEON HARDWICK DIRECTOR, GLOBAL SALES & MARKETING

leon.hardwick@spatialbuzz.com

WWW.SPATIALBUZZ.COM

YOUR MOST VALUABLE ASSET VS

YOUR BIGGEST TOUCHPOINT

How do CSP’s balance customer expectation & satisfaction through ongoing network & technological change, incident and evolution?

THE CHALLENGE

IT’S ALL TOO EASY TO LOSE CUSTOMERS...

- Mobile network operators are now utility providers - If network quality and customer service expectations are not constantly met, your

valuable subscribers can easily churn to competitors

- Even localised congestion, lack of coverage or outages can quickly damage your brand if not addressed promptly

Operators need to become Customer Centric and adopt innovative ways to drive up

subscriber satisfaction and retention

…AND EXPENSIVE TO GET THEM BACK

EXPANDING ON THE CHALLENGE…

LETS LOOK AT THE PROBLEM

LETS LOOK AT THE PROBLEM

EE Twitter storm – being too relaxed doesn’t work either

AT&T web backlash - Silence is definitely not golden

LETS LOOK AT THE REPERCUSSIONS OF THE STATUS QUO…

Brand damage – social media & online customer voice now spreads like wildfire, impacting a brand you work so hard to build

Financial – impact of fines and revenue loss are potentially massive

Customer satisfaction – direct link to negative impact on NPS/CSI scores

Liability – legal implications for liabilities occurring due to loss of mission critical services or even more serious injury based issues

OUTAGES ESTIMATED TO COST CSP’S $15B EVERY YEAR!

NOW TO THE GOOD…

TELEFONICA UK CASE STUDY VIDEO

THE REWARDS…

OUR VISION