Over 100 senior Customer Experience Management leaders from the major operators across the Middle East gathered at the CEM in Telecoms Summit & Awards this week to celebrate the achievements in driving positive change for their customers.
Taking place as part of the 3rd Annual CEM in Telecoms Middle East Summit, the awards are being held at a time when the region’s telecoms industry is opening up to new operators in a bid to stimulate competition. Improving the customer experience is now the number one priority for operators in the region in order to secure satisfaction and retain their customers.
The prestigious Best CEM Brand award was presented to du in recognition of the comprehensive inward and outward-facing actions that the operator has taken to improve brand propositions and demonstrate results.
Vodafone Qatar was awarded Best CEM Culture Transformation for embedding a truly customer-centric culture across all departments. Head of Customer Care, Deirdre Hutchinson said, “This strongly underlines our steadfast commitment to make Vodafone Qatar one of the best organisations for a great career and unmatched learning. It also underpins our approach to innovation, especially when it comes to our customers. We’re known to be customer-obsessed and we save no effort to continuously build on that.”
The Customer Experience Champion of the Year was presented to Osman Sultan, CEO of du in recognition of the exceptional leadership he has demonstrated in engaging the organisation to make the customer central to everything they do.
As a key customer touch point, the Best Contact Centre Award went to Batelco for demonstrating a strong track record in proactively resolving and tracking issues. Beaming from the win, Batelco’s General Manager of Consumer Division, Muna Al Hashimi commented, “We are delighted to have achieved this accolade. It validates all of our investment and efforts to deliver an unrivalled customer experience.”
In recognition of their fully integrated online strategy, Vodafone Egypt came out with the Best Online Experience award. On receiving the award, Ashraf Helal, Director of Customer Care said, “Providing excellent customer experience versus efficiency is a popular challenge in the telecoms industry, and delivering the best online experience is a key step in resolving that dilemma.”
Finally, the award for Most Innovative Use of Technology to Improve the Customer Experience was presented to Huawei for its robust CEM solution, which was supported by excellent customer testimonials.
In response to this accolade, Xia Chaojie, Vice-President for Huawei Middle East said, “To truly create a differentiated experience throughout the whole service life cycle, operators must utilize insights from both their network and their products, viewing customer experience from the end-user’s perspective while leveraging big data analytics to satisfy customers and generate necessary actions to impact the brand and loyal customers”
A special Industry Recognition Award was presented to TRA Bahrain to acknowledge the positive influence they are making on CEM in Bahrain’s telecoms sector. The award was accepted by Taiba Al-Binali, Acting Director for Consumer Affairs & Media, TRA Bahrain, who said, “We are pleased to be recognized for our achievements. Winning this award would not have been possible without the dedication of a professional and highly talented team who prioritize their scope of work to protect the consumers’ interests and boost growth into consumers’ choice.”
Judges for the inaugural awards ceremony were selected from outside of the telecoms industry and included Andre Popov, Partner & Head of Telecommunications & Media MENA, Peppers & Rogers Group; Mohammed Al-Tajer, Chairman, CMO Council Middle East; and Stephen Kishore, Quality & Customer Experience Management, First Gulf Bank.
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