Manama: Batelco, Bahrain’s leading Communications Solutions Company was presented with the Best CEM (Customer Experience Management) Brand award at the 4th CEM in Telecoms: Middle East Summit awards ceremony, which was held in Dubai recently.
The Awards ceremony is a key part of the CEM in Telecoms: Middle East Summit. Now in its 4th year, the summit has grown to become a major event aimed at equipping attendees with the practical tools and first-hand experience needed to take their CEM strategies to the next level. A first-class speaker panel of C level management, VPs and Directors selected from major operators leading the way in customer experience, were on hand to provide a source of inspiration to drive step changes in CEM improvement.
High on this year’s agenda for discussion were a number of relevant topics including, ‘how to link customer experience performance to bottom line expectations and how to enrich the online and mobile customer journey’.
The prestigious Best CEM Brand award was presented to Batelco who demonstrated the best record of progress and delivery for their customers, while showcasing Customer Experience Management at the heart of their organisational strategy. Batelco has been focused on its customer experience strategy by following intense analysis of its support programmes for customers by targeting a number of areas for improvement. Batelco’s implementation of enhanced mechanisms and systems continue to raise customer satisfaction levels. Notably, one of the biggest achievements considered was Batelco’s introduction of the first telecom drive thru shop in the GCC designed to serve customers on the go.
Batelco Consumer Division A/General Manager Ebrahim Al Sayed received the award on behalf of Batelco.
“We are delighted to have achieved this accolade in winning the Best CEM Brand, our second year of success having taken home the CEM Best Contact Centre award in 2014. It validates all our investment and efforts to deliver an unrivalled customer experience by prioritising the needs of our customers,” Batelco Bahrain Acting CEO Muna Al Hashemi, said.
“We are continuously focussed on taking the customer experience strategy to the next level in line with the rising expectations of tech savvy customers. New ideas are always needed so we interact with our customers and analyse their needs to ensure our support systems deal efficiently with their specific requirements,” Al Hashemi, added.
The Awards were judged by a panel of telecommunications experts and the winners were rewarded at a Gala dinner attended by senior executives, personalities and VIP’s from the region’s telecommunications industry.