Officials at the third Annual Customer Experience Management in Telecoms: Middle East Summit.
Vodafone Qatar bagged the Best Culture Transformation award at the third Annual Customer Experience Management in Telecoms: Middle East Summit held recently.
Deirdre Hutchinson, Vodafone Qatar’s head of Customer Care & Experience, said the award underlined the company’s “steadfast commitment to make Vodafone Qatar one of the best organisations for a great career and unmatched learning”.
She added that the achievement underlined Vodafone’s “approach to innovation and uniqueness behind everything we do and especially when it comes to our customers”. “We’re known to be customer-obsessed and we save no effort to continuously build on that through our programme, ‘embraCE’,” she noted.
Hutchinson explained that “embraCE” is Vodafone Qatar’s customer experience programme “responsible for bringing the company’s brand personality to life through its people, processes and systems”.
“We have designed ‘embraCE’ to create an emotional connection with our customers consistently across all our touch points by designing new customer journeys that deliver on our customers’ needs and expectations, while empowering and developing our people to deliver a personalised and prestigious customer experience,” she said.
Hutchinson continued, “In our aim to become one of the most admired brands in Qatar, we have built ‘embraCE’ by listening closely to what our customers are saying; recruiting and retaining best customer care people and loving our brand. In four years, we have achieved a single unmatched customer experience management platform with feedback captured through the most effective ways for our customers.”
Now in its third year, the CEM in Telecoms: Middle East Summit has transformed into an annual community event attended by top-calibre resource persons. It also recognises the achievements and innovation shown by customer experience and marketing professionals.
Vodafone Qatar has bagged more than 20 customer service awards over the past four years through its 24/7 call centre operation that caters to customers in five languages.
