Canada based ResponseTek, a global provider of enterprise Customer Experience Management (CEM) software solutions, has announced that Zain Group has selected ResponseTek’s Listening Platform to power its multi-channel, multicountry customer experience programme throughout both the Middle East and African regions.
“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,” states 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.”
Zain, the pioneer of telecommunications in the Middle East, is headquartered in Kuwait and operates in 8 countries catering to over a dozen languages. Maintaining brand and delivered experience consistency is imperative to serve Zain’s 46.5 million active users (June 30, 2014). Zain will rely on ResponseTek 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.
“We are proud to have been selected by Zain as the software to power their customer experience program,” states Syed Hasan, President and CEO of ResponseTek. “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.”
