CEM Telecoms Report 2017 Question Title * 1. In which region are you based Europe North America Africa Asia Oceania Other (please specify) Question Title * 2. What is your top priority when building a CX strategy for the future? Embracing new technologies (such as AI & RPA) Personalizing the customer experience Hiring the right talent Demonstrating ROI Embracing digitalization Fostering a customer-centric company culture Other (please specify) Question Title * 3. What are the main challenges you are facing? Retaining existing customers and building long term loyalty Digital Transformation Employee Engagement Breaking down organizational silos Embracing new technology Integrating new technologies, services and processes Leveraging customer insights Customer Journey Mapping Other (please specify) Question Title * 4. How important is the integration of technology into the customer experience model? Very important Important Average Not important Question Title * 5. What challenges do YOU face when integrating technology into the customer experience process? Question Title * 6. To what extent has Artificial Intelligence (AI) revolutionized the customer experience process? To a large extent To a limited extent It has not affected the process I don't know Question Title * 7. What changes do you expect to see in the coming years in terms of AI in the customer experience process? Question Title * 8. Which forms of social media do you utilize in your customer experience process? (please rank) 1 2 3 4 5 N/A Facebook N/A 1 2 3 4 5 N/A Twitter N/A 1 2 3 4 5 N/A Instagram N/A 1 2 3 4 5 N/A Linkedin N/A 1 2 3 4 5 N/A Pinterest N/A Question Title * 9. On a scale of 1 to 10, how effective is your organisation at turning customer feedback and insight into action? Question Title * 10. Would you be interested in becoming a member of the CX network? Yes please No thank you Question Title * 11. Please complete the following information: First Name: Last Name: Email: Phone number: Organisation: Country: Next