Zain Group, a leading mobile telecom innovator in eight markets across the Middle East and North Africa (Mena) region, drew senior personnel from across the group operations for its recently concluded Customer Engagement Forum 2016.
Customer experience management remains one of Zain’s keys strategic pillars, with the company investing heavily in the area in order to maintain the highest quality of service for its customers, said a statement.
The forum focused on areas of customer experience management and topics of discussion included customer centricity and complaint management; channel economics; change and knowledge management; social care as well as a dedicated session and focus on Zain’s brand and digital online future strategic direction.
Key presentations were made to the Zain management by leading global and regional technology providers specialised in the customer management arena showcasing the latest solutions available, namely Cybermak, Matrixx, Qelp, ResponseTek and Sestek.
In addition, innovative end-to-end mobility digital services provider FOO Solutions, the entity that Zain recently acquired a strategic stake in, showcased how mobile apps can be at the center of customer services.
The event was led by Scott Gegenheimer, chief executive officer of Zain Group; and Duncan Howard, group chief commercial officer, who have been strong advocates for the group’s focus on customer experience management, having overseen a number of key initiatives in the area recently.
“In today’s competitive telecom landscape, customer experience management is as important to the sustainable success of a telco as technical innovation and investment. At Zain, we take this area of our business very seriously and are developing it as one of our key differentiators," said Gegenheimer.
"As a group of operations, we benefit from differing experiences in our respective markets, and it is important to be able to gather regularly and share knowledge and insights in settings such as the Customer Engagement Forum,” he said.
Zain is set to continue to develop its laser-like focus on simplicity and operational efficiency, with customer experience remaining an important factor in driving commercial success. Retaining customers is vital and Zain strives to deliver the best experience in order to achieve this, said the statement.
Elements within Zain Group’s customer experience management programme include the quality of its network, delivery of value-added services, as well as the improvement of all customer touchpoints.
Additionally, members of the Customer Care and Customer Experience community across Zain took part in the Global CEM accreditation training as part of bi-annual forums undertaken by the company.
The interactive training was aimed at continuing to develop capabilities and skills related to customer experience and required participants to submit an examination assignment in order to be accredited. Many of Zain’s community members are now certified in Global CEM as a result. - TradeArabia News Service
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