Customer Experience Lab

Webinar recording: Telecom increases revenue and NPS® with data-driven CX programs

By Katie Mittelstadt on March 26, 2019

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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Topics: Customer experience strategy, CX tools and technology

Author: Katie Mittelstadt

Katie is the senior marketing manager at Centriam, a customer experience data company. Katie is responsible for sharing Centriam's story and connecting business leaders with valuable customer experience and analytics resources.

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