Leading telecom operators awarded at the CEM in Telecoms Middle East Summit
Batelco, Viva Kuwait, Omantel, Virgin Mobile, Qualitynet and Orange Jordan awarded at the CEM in Telecoms Middle East Summit
The event was very good, well organized, interesting topics & had the right mix of delegates. Excellent opportunity to share ideas & gain actionable knowledge & I recommend the event to colleagues.
DUBAI, UNITED ARAB EMIRATES, April 14, 2015 /EINPresswire.com/ -- CEOs and GMs of Orange Jordan, Batelco, Omantel and Virgin Mobile alongside senior level Customer Experience Management influencers and representatives from the Middle East, North Africa and Europe telecom operators including Etisalat, du, Zain, Vodafone, Ooredoo, Telefónica, Viva Kuwait, STC, Turkcell, Ufone and many more have gathered yesterday at the 4th Annual Customer Experience Management in Telecoms: Middle East Summit & Awards to discuss how to step up customer experience strategies in an era of increasing competition. — Tawfeeq Al-Lawati, GM Customer Care, Omantel
Now in its 4th year, the summit has grown to become the key industry event of the year equipping attendees with the practical tools and first-hand experience needed to take their CEM strategies to the next level. A first class speaker panel of VPs and Directors selected from major operators leading the way in customer experience were on hand to provide a source of inspiration to drive step changes in CEM improvement.
High on the agenda for discussion at the summit was: How to link customer experience performance to bottom line expectations, how to optimise network experience and tailor network quality to deliver a personalised service, how to meet different customer segment’s expectations and how to enrich the online and mobile customer journey.
The summit kicked off with a keynote panel discussion that had representatives from Ooredoo Qatar, du and Huawei on how customer experience can drive business performance.
International case studies were featured in the programme including a keynote international best practice presented by Telefónica Global Solutions Europe on enhancing the in-store customer experience and understanding the customers’ shopping journey and maximising their experience.
The award ceremony celebrated the best-in-class CEM initiatives across a selection of key categories including Best Culture Transformation Programme, Best Contact Centre Experience, Best Online Experience, CEM Champion of the Year and Most Innovative Use of Technology to Improve the Customer Experience.
The Best CEM Brand was awarded to Batelco who demonstrated best record of progress and delivery for their customers, while showcasing CEM at the heart of all organisational strategies.
The Best Culture Transformation Programme was awarded to Viva Kuwait as recognition to their cross-department strategies and initiatives to drive cultural change towards a customer-centric mind-set.
The Best Contact Centre Experience was awarded to Omantel who have successfully showcased a complete approach towards CEM end to end. Moreover, they had the results that showcased that the investment is paying off and in many areas. Their detailed approach addressing all customer touch points whether corporate or individual, both internally and externally had put them ahead.
Furthermore, the Best Online Experience Award was given to Virgin Mobile Middle East & Africa who demonstrated a truly customer-centric project with an online implementation were they used the right tools to talk to their customers and had the solid understanding that mobile and web access should be handled differently.
The Most Innovative Use of Technology to Improve the Customer Experience was awarded to Qualitynet who where able to use technology to give the choice of speed as per user’s requirements which in return shows a strong customer focus and empowerment of the customer.
Last but not least, the prestigious CEM Champion of the Year which was awarded to Mr Jean Francois Thomas, CEO of Orange Jordan, who has demonstrated that leadership is leading from the front. He has set a good example of CEO’s involvement in the cultural change project that goes beyond the usual by being part of all major events and specially the ones that touches his employees which as a result made all initiatives introduced by his organisation much more credible.
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Michelle Petiza
IQPC Middle East
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