Delivering 1:1 Total Customer Experience in the Telco Industry

Focus on the role of decisioning

  • When

    • ? October 12th
  • Time

    • ? 10AM CEST 

  • Where

    • ? online

  • Speakers

    • Simon Esland, Decisioning Practice Lead Merkle EMEA and formerly Group Head of Marketing Technology Strategy at Vodafone 


      Mark Clydesdale, Head of Transformation Strategy Merkle EMEA 


      Joel Flammann, Head of Client Leadership Germany, Merkle DACH 

Increasingly, a brand’s ability to deliver a 1:1 total customer experience is recognised as a rare competitive advantage. The power to deliver against individual customer needs, across time and touchpoints, both digitally and offline, is now essential to meeting customer expectation and those who succeed are recognised and remembered for their abilities. This is particularly true for Telcos – mobile operators, fixed line, broadband and subscription providers – whose access to rich customer data holds the promise of a step change in customer engagement and business value.

Join Merkle CXM to learn how leading Telcos in EMEA are harnessing digital and data transformation with adaptive organisation models and customer centred measurement, to get closer to each customer whilst linking marketing, sales and service experiences at scale.  

Covering all aspects of customer experience including sales and acquisition, customer value, retention and service delivery, this webinar will provide rich learnings for you to take back to your business. 


Agenda for October 12, 10-11AM CET 

  • Welcome and introduction by Joel Flammann, Merkle DACH 

  • What is Total Customer Experience Management and why do Telcos need to deliver? by Simon Esland, Merkle EMEA 

  • How do you transform to a TCXM business: people & process, culture, data and technology by Mark Clydesdale, Merkle EMEA

  • Success stories from Telcos who are on the journey to achieving customer experience transformation with Merkle

  • Q&A 


Telco Webinar

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Patrick Fromm
Patrick Fromm, Head of Client Leadership Switzerland, Merkle DACH