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State of Telco Digital B2C Customer Experience
COVID-19 helped focus operators' attention on the importance of digital platforms and tools for the B2C market in 2020.
This presentation looks at some outcomes, opportunities, and predictions for the year ahead, as well as innovation trends in the areas of digital brands, virtual sales assistance, and satisfaction KPIs.

• The emergence of the digital telco
• The re-invented customer journey
• New metrics to measure digital engagement and satisfaction
• Key digital service innovation trends

Jan 13, 2021 03:00 PM in London

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Emma Mohr-McClune
Service Director Consumer Services, Platforms & Devices @GlobalData
With over 20 years of experience in her field, Emma leads the Consumer Services, Platforms and Devices team, portfolio and practice within GlobalData. Her team's research focus spans everything from the evolution of B2C carrier and OTT partnership strategy, to go-to-market competitive intelligence and loyalty best practice. Additionally, Emma leads the company's Innovation IMPACT service, as well as the GlobalData Pricing and Promotions portfolio and team.