Convergence (News - Alert) is altering the telecom landscape.

Sosay organizers of an upcomingWebinar, “The Impact of Customer Centricity on Telecom Profitability,” presented by the Peppers & Rogers Group, was recorded today, Thursday, 9 December at 11:00 in the morning on the East Coast, and the customer three hours earlier, 8:00 a.m., on the West Coast.

New technologies, new market entrants, and customers who want "more, better, faster, cheaper" are pushing changes at near break-neck speed, the Webinar’s organizers say, adding that “success today depends on understanding your customers and delivering communications, products, and services that best meet their needs while increasing their value.”

In this complimentary 1to1 Webinar, industry thought leaders Don Peppers, founding partner, Peppers & Rogers Group; and Owen Sonnenschein, a telecommunications industry expert from Infor CRM Epiphany, will discuss the need for all leaders to define customer groups based on needs, value, and behavior in order to improve retention, cross-sell, and upsell.

They'll also explain how to use customer insight to deliver a consistent customer experience and build strong customer trust. Webinar attendees will also learn to define the "real" customer in multi-user accounts, and how best to target each user, as well as how to integrate independent customer information systems and key customer IDs.

Webinar organizers say they’ll also cover such topics as how to develop a change-management plan to support customer-focused process optimization, create targeted, relevant messaging that profitably improves up/cross-sell and retention and deliver consistent messaging and experiences across channels, including social media.

Earlier this month TMC’s (News - Alert) Brendan Read reported that Global BPO firm TeleTech (News - Alert) acquired an 80 percent in Peppers & Rogers Group, a global management consulting firm specializing in customer-centric strategies for Global 1000 companies.

“This move will enable the BPO company provide more and highly valuable value-added services to its clientele in a highly competitive marketplace,” Read wrote at the time.