Last week, on 27 and 28 February, the ETIS Customer Self -Service working group held its first meeting of the year in Oslo, Norway kindly hosted by Telenor. The meeting was well attended with 29 people representing 7 telcos including A1 Telekom Austria, Belgacom, Deutsche Telekom, Lattelecom, Swisscom, Telenor, TeliaSonera and two daughter companies of DT – Detecon and T-Systems. In addition, Ludvik Hoegh-Krohn from OMG was invited as a keynote speaker to talk about ‘Best practices in SEM campaigns’.
The main topics of the meeting were organized around OMNI-Channel Strategies and Cross-Channel initiatives which aim to provide high quality online solutions for the customers. The main goal for the future is to be able to offer the same kind of service to the customer regardless of what channel he uses; retail or online. On the second day of the meeting, the group addressed the Community for Business projects where Deutsche Telekom, TeliaSonera and Telenor shared their experiences followed by a discussion session. The group also decided to restart the quarterly benchmark on sales and service KPIs for both residential and corporate customers, and a task force group was established to revitalize the common indicators. Before the end of the meeting the participants were also invited to a guided tour of Telenor’s Headquarters which is a unique campus with an open and flexible environment.
ETIS would like to thank Telenor and Tom-Tom Erik Isaksen for preparing and hosting the meeting as well as their great hospitality.
The next ETIS Customer Self Service working group meeting will take place on 26-27 June 2014 in Cologne and will be kindly hosted by Detecon. For more information on how to join this group, please contact us.