Doha: Vodafone Qatar has been recognised with the Best Culture Transformation Award at the 5th Annual Customer Experience Management (CEM) in Telecoms Middle East in Dubai.
The award recognises CEM excellence in the telecoms industry based on achievements and innovation shown by customer experience and marketing professionals who are making the biggest difference to the customers that they serve. The Award is a benchmark against the programmes and technology that are driving tangible CEM improvements and efficiency savings.
The award was given to the organisation that has implemented cross-department strategies and initiatives to drive cultural change towards a customer-centric mindset. Vodafone Qatar was an exemplar.
Mohamed Al Sadah, Chief Operating Officer, Vodafone Qatar, said: “We’re proud to be recognised with this coveted industry award. We’re part of Vodafone Group Plc., one of the world’s largest telecommunications providers.
“Therefore it is essential that we bring to the local market nothing short of the best practices especially when it comes to customer experience.”
The award comes on the back of Vodafone Next Best Action programme, which is designed to tie commercial goals to the company’s customer experience strategy. The programme is truly an omnichannel via which the customer receives consistent unmatched experience regardless of the channel used. The biggest transformation was seen in Vodafone’s the Call Centre which handles over 75 percent of inbound service traffic.
Ahmed Nour, Head, Sales Transformation, Vodafone, spoke about predictive journeys to deliver solid returns and best in class customer experiences. Jonathan Donovan, Head of Digital, highlighted the company’s award-winning programme, Next Best Action, and how it applies to the company’s digital care channels.
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