News : Celcom’s Customer Experience Receives International Recognition
Kuala Lumpur, Malaysia, Feb 22, 2019 -- Celcom Axiata Bhd has won the ‘Best-in-class Customer Engagement Tool’ award during the 14th Annual Customer Experience Management Global Telecom awards ceremony, held on Jan 30, 2019 in London.
Celcom was recognised with the award for its Social Media Experience (smEx) hub that adopts a cross-functional integrated team.
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SmEx combines marketing, sales and service activities for social media channels to ensure quick and engaging responses to customers and create positive experiences through social media channels.
The award also considers the telco’s contributions in improving customer satisfaction, brand and product awareness and customer loyalty. In addition, response time, self-services, knowledge management and use of the tool were also taken into consideration.
Celcom Axiata chief executive officer Idham Nawawi, said the award serves as recognition for Celcom’s smEx hub and its ongoing initiatives to accelerate Celcom’s customer-focused agendas.
"As Celcom remains committed in delivering the best experiences for our customers through various touchpoints, our smEx hub will continue to drive and nurture autonomous decision-making, fast learning and experimenting with new innovations to steadily improve the social media engagement with consumers," he said.
Posted by Veronica Silva Cusi, news correspondent
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