A customer experience transformation is underway at Cable & Wireless, a $3.6 billion telecommunications company. During this recorded webinar, Alvin Stokes, senior vice president of customer experience at Cable & Wireless Communications, shares how this transformation led to a dramatic increase in revenue and NPS® for Cable & Wireless.
More about the webinar
Alvin Stokes joined Jakub Jez, CEO of Centriam, to share how Cable & Wireless:
- Created a customer experience (CX) roadmap for the organization
- Overcame the challenges caused by decentralized processes and fragmented source systems
- Aligned the organization around key performance indicators (KPIs) for customer experience
- Used customer data and analytics to identify programs with the highest impact on customer revenue and retention, and to measure the financial impact of its programs
Have any questions for Alvin or Jakub? Leave them in the comments below.
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