du’s on-going efforts and activities to ensure the very best customer experience were recognised with the Best in-house CEM Innovation and Best Use of CEM Technology awards during the third Annual Customer Experience Management Middle East Live Awards, held at the Grosvenor House in Dubai, on September 27, 2016. Ismail Mohammed, Senior Vice President, Customer Operations at du gave addressed the audience and accepted the award on behalf of du.
Over the years, du has cemented its commitment excellence when it comes to enhancing customer experiences in light of new technologies. What distinguishes du from its competitors is the originality and innovation in the way that services are offered.
“This award is testament to our staunch commitment to our valued customers, who are at the heart of everything we do. We have utilised our technology prowess to create a new in-house tool that uses predictive analysis to identify customer behavior and devise a strategy that enables us to reach out to customers, before they reach us,” said Ismail Mohammed, Senior Vice President, Customer Operations, du. “We will continue to innovate in the customer experience management segment and integrate best practice tools and procedures to further anticipate customer complaints.”
Over the past four months, du has approached many customers using its in-house Customer Happiness Indicator Tool, and the technology is evolving to enable the telco to become even more proactive with customers. In addition to this, du has enhanced its retail capabilities by establishing video conferencing rooms to serve Walk in Customers for critical enquiries and issues through Retail Video Support, thus offering a more personalised experience.
“We live in a fast paced environment; our customers lead busy lives and they deserve to get trusted, clear, and prompt service performance. We like challenges. We believe in the reliable and strong efficiency of technology, and we feel responsible life to life through our easy-to-use services,” Mohammed concluded.