Last week, on 26-27 June 2014, the ETIS Customer Self-Service working group held its second meeting of the year in Cologne, Germany kindly hosted by Detecon. The meeting was well attended with 25 people representing 6 telcos including A1 Telekom Austria, CYTA, Deutsche Telekom, Lattelecom, Swisscom, and Telenor, as well as Detecon, a daughter company of DT. In addition, guests from Lithium and WUA also participated in parts of the meeting.
The meeting was kicked off by a keynote presentation on the future of the Telco industry by Dr. Peter Krüssel, Managing Partner at Detecon and the first day continued with discussions about the ETIS CSS KPIs benchmark, discussions with Lithium as well as the effect of Campaigns on Online Sales. On the second day of the meeting, the group addressed a variety of Online issues and challenges, updated each other on new Sales & Marketing initiatives and concluded the meeting with a session on the outlook of Future Platforms. The group also decided to continue to run a benchmark on sales KPIs for both residential and corporate customers and the task force group under the leadership of Jan Vandeweghe from Belgacom was asked to revitalize the common indicators based on the discussion and inputs during the meeting. On the evening of the first day, the participants were also treated to a guided tour of Detecon’s Headquarters followed by a guided tour of Cologne.
ETIS would like to thank Detecon and Andreas Penkert and Maria Federwisch for preparing and hosting the meeting as well as their great hospitality.
The next ETIS Customer Self-Service working group meeting will take place in conjunction with the ETIS Community Gathering on 16-17 October 2014 in Budapest. For more information on how to join this group, please contact us.