Nick Ogden, CEO of Voice Commerce and Entrepreneur of the year 2010, talks about customer ownership, and the misconception by both carriers and banks that they both own the consumer.
Louis Wepener, Regional Business Director for Africa at Polystar, speaks to Telecoms.com about how African operators are increasingly turning to CEM to help them compete in increasingly saturated markets. Specifically they are using data to improve customer retention by assisting customer care teams and identifying high value customers.
Radwan Moussalli, Senior Vice Pesident for MECAA at TATA Communications, dicusses TATA’s stretegic objectives, especially in emerging markets such as Africa and why investing in African infrastructure is a priority.
Kim Esben Jorgensen, CTO of Icotera, discusses the FTTH gateway sector, which has evolved to include OTT services hosted on the gateway.
Jitendra Israni, President of Managed Services at Mara Ison Technologies, reviews his company’s presence at AfricaCom 2014, focusing primarily on its Customer Experience Management product portfolio and on the emerging trend of ‘self-care’.