Digital Trends and Transformation in Telcos discussed in Dublin
Tuesday 16 June 2015
Posted by: Martin Hrdlicka
The ETIS Digital Sales and Service Working Group held its meeting last week on 11 and 12 June in Dublin, kindly hosted by eircom. The event was well attended by 27 participants from 8 telcos, including Deutsche Telekom, KPN, Lattelecom, A1 Telekom Austria, Proximus, Telenor, Swisscom and eircom as well as Lithium as a new Associate of ETIS. In addition, guest speakers from Wolfgang Digital and Google were present at this meeting.
The two-day meeting was divided into a number of sessions combining presentations and debates, both formal and informal, facilitating valuable interactions between the participants. The first day kicked off with a keynote presentation on ‘Digital Trends and Digital Transformation’ in telcos by Richard George, Director of Digital at eircom. The following presentations focused on the recent sales KPI survey report, common service KPIs, customer NPS and Google search result maximisation. The group agreed to continue to run the benchmark on sales KPIs and decided to add a service KPIs benchmark in parallel.
The second day began with an Attribution Modeling presentation by Google, followed by a session dedicated to Web-chat. The participants then split into two groups for a breakout session and finished the day with a discussion session dedicated to knowledge sharing and bi-lateral meetings.
ETIS would like to thank eircom, namely Grainne Redmond and Richard George for preparing and hosting the meeting as well as their great hospitality.
The next ETIS Digital Sales and Service working group meeting will take place in conjunction with the ETIS Community Gathering on 15 and 16 October 2015 in Copenhagen. For more information on how to join this group, please contact us.