GROUP DESCRIPTION

This group brings together telecom professionals to exchange strategies, use cases, and practical solutions aimed at improving digital sales, self-service, and customer experience. The focus is on sharing real-world approaches that drive business impact in the evolving digital landscape.

KEY FOCUS AREAS:

• Customer-Centric Innovation:  Improve NPS and customer satisfaction through digital-first and omnichannel experiences, accessibility enhancements, and personalized journeys (eg, next best offer, consent management).

• AI & Automation Use Cases : Share concrete examples of AI/LLM in CX, marketing automation, agent tools, and operations to boost efficiency and personalization.

• Sales Enablement & Conversion : Explore strategies like service-to-sales, sales excellence, and fiber/TV offer optimization on digital channels to increase conversion rates (cr%) and reduce workload in assisted channels.

• Product & Platform Excellence : Discuss product development insights (launch successes/failures), e-commerce strategies, customer data platforms (CDPs), and governance of digital platforms.

• Agent & Tooling Experience : Improve agent tools (UI deep dives, UI optimization), tooling strategies, and use cases of AI to enhance agent performance and reduce friction.

• Digital Strategy & Organizational Practices : Align on vision for the digital channel, MarTech strategy, identification/authentication, and best practices for telco structure and continuous improvement.

• Tactical Deep Dives : Address segment tactics (multi-brand), eSIM onboarding, fiber migration issues, and consent-related challenges in digital journeys.

PARTICIPANT PROFILE:

• Heads / Directors of Digital

• Digital Service, Operations & Marketing Managers

• SVPs / Directors / Managers of E-Business

• Online & Cross-Channel Development Leads

• CX and Omnichannel Strategy Owners

• Product Owners, MarTech & AI/Automation Experts

All are focused on driving digital sales, enhancing customer experience, and leading transformation across telecom channels.

HOW WE WORK:

The DSCX Working Group follows a dynamic and collaborative format designed to encourage continuous learning, peer connection, and real-world knowledge sharing.

• 2 In-Person Meetings per Year -  Held in June and November, these full 2-day events gather members from across Europe for deep-dives into strategic topics, case studies, interactive sessions, and networking opportunities.

• 4–6 Online Activities per Year -  These virtual sessions provide ongoing engagement and cover a variety of formats:
  • Peer-Led Knowledge Exchanges : Members share current projects, successes, and lessons learned through presentations, roundtables, and open discussions.
  • Expert Sessions : Invited specialists offer insights on emerging trends, tools, and methodologies shaping digital sales and customer experience.
  • Benchmarks & Surveys : Group-wide surveys collect comparative data to identify trends, challenges, and best practices across operators.

This blended approach ensures consistent value, combining strategic depth with operational relevance throughout the year.

GROUP COORDINATOR:

The DSCX Working Group is coordinated by Ruxandra Cioban ( rc@etis.org ), who facilitates all activities, supports member engagement, and ensures smooth collaboration across the group.

For any questions or to learn more about how to get involved, don't hesitate to reach out .

You can also review the Working Group confidentiality rules  here .

Display map with group members