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Posted On: 26 April 2016 09:56 am
Updated On: 12 November 2020 01:56 pm

Vodafone bags best customer experience management brand award

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Vodafone Qatar was recently recognised with the Best Culture Transformation Award at the 5th Annual Customer Experience Management in Telecoms Middle East which was held in Dubai, UAE.

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 for Best Culture Transformation 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 of Vodafone Qatar, said: “We’re very proud to be recognised with this coveted industry award. We’re part of Vodafone Group Plc., one of the world’s largest telecommunications providers, and therefore it is essential that we bring to the local market nothing short of the best practices especially when it comes to customer experience.”

CEM’s Best Culture Transformation Award came on the back of Vodafone Next Best Action programme, a programme 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 Center which handles over 75% of inbound service traffic.

Additionally, Vodafone addressed the audience of CEM in Telecoms Middle East with Ahmed Nour, head of Sales Transformation speaking about predictive journeys to deliver solid returns and best in class customer experiences. Head of Digital, Jonathan Donovan, also delivered a note on the company’s award-winning programme, Next Best Action, and how it applies to the company’s digital care channels.

Recently, Vodafone launched My Vodafone App in Qatar. My Vodafone App a smartphone app for customers wishing to manage their line, view balance and usage, pay bills, recharge, and Chat with Vodafone Customer Care agents directly in the app. The new App provides everything the customer would need in the palm of their hand.