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An industry once focused on products is now squarely focused on the customer. That shift is driving change in the telecoms sector. But, reconfiguring to meet the needs of the consumer and business user requires a major rethink in terms of data, tools, strategy and focus

In our roundtable, promoted by Coveo and Salesforce, expert leaders in the telecoms sector share their thoughts on the ways in which the industry is changing. They explore the need for a greater focus on the customer experience as well as examining the ways in which this can be achieved.

Customer experience is the new battleground 

  • Delivering a seamless, omnichannel experience
  • The drivers of change in CX
  • Overcoming complexity
  • The role of technology and the future of customer service and customer experience


Pamela Brown

CMO, Smart Tech, Vodafone

Brian Chapman

CIO, eir

Robin Farnan

EVP - operations & engineering, Colt Technology Services

Stacey Hill

Director of operations, Sky Connect

Priya Sinha

Head, product development & customer solutions for digital mobility, Vodafone Business

James Hilton

Head of business change, Gamma

Steve Rhodes

Interim head of digital, Lebara

Dan Oldridge

Regional sales director, service cloud, Salesforce

Ben Wild

Enterprise sales, Coveo