News : Zain Ups CEM Across its African and Middle East Networks
Kuwait, August 6, 2014 -- Zain Group has announced it is strengthening its Customer Experience Management (CEM) programme throughout its operations in both the Middle East and African regions.
It has selected CEM solutions vendor ResponseTek as its partner to power a multi-channel, multi-country CEM programme. The development reflects a growing interest in improving CEM among CSPs generally.
When fully operational, the new system should enable Zain to standardise key customer metrics for benchmarking across the business through collection, analysis and reporting of all customer feedback to identify areas for operational improvement.
"Improving our relationship with, and the experience of, our customers is a key strategy at Zain. We have over 4000 employees that work hard every day to improve our customers experience across our business. We will continue to challenge ourselves and set new performance standards by investing in the future of our customers and seeking knowledge and innovation in order to exceed expectations in serving our communities," said Scott Gegenheimer, Group CEO of Zain. "Our commitment to the customer is deeply rooted in our brand values and our partnership with ResponseTek to drive our customer experience program is a testament to our continued dedication."
Commenting on the award, Syed Hasan, President and CEO of ResponseTek said "We are proud to have been selected by Zain as the software to power their customer experience program. Throughout our discussions, we witnessed Zain's deep understanding of, and a commitment to, enhancing the customer experience. We now look forward to working with the team to collect feedback and monitor improvements to how customers interact with Zain."
Posted by Veronica Silva Cusi, news correspondent
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formerly MTC, was the first mobile telecommunications company in the Middle East when it started its operations in Kuwait back in 1983. At the end of 2002, the company launched its expansion vision, aggressively targeting to achieve a global position in just 9 years – whereas it had taken several decades for global companies to achieve this status. From being in one country in 2002, Zain grew to a conglomerate with commercial operations in 23 countries by third quarter of 2009, making it the world’s 3rd largest telecom company in terms of geographic footprint.
ResponseTek allows quality-driven Fortune 500 firms to increase revenues and profits by dramatically reducing customer turnover. The company’s Customer Experience Management (CEM) solutions enable organizations to continually improve the quality of their customer service by delivering up-to-the-minute, front-line customer experience information to their key decision-makers. ResponseTek can help them act on problem areas in their business immediately - creating more satisfied, loyal and more profitable customers.
Published: Friday, August 8, 2014