Zain Ups CEM across its African and Middle East Networks

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."

Kuwait based Zain operates in eight countries and over a dozen languages and claims a total of 46.5 million active users as at June 30, 2014.

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."