Wins 'Wireless network infrastructure innovation' category for its Customer Experience Management project
Kuwait City 11 June 2013: Zain Kuwait, the leading telecommunications operator in Kuwait, has been recognized for its innovation at a prestigious gala event held in London last week, where it was selected as the winner of the 'Wireless network infrastructure innovation' category for its 'Bridging customer perception and network performance' project at the annual Global Telecoms Business Innovation Awards 2013.
Zain Kuwait's winning project related to the deployment of a Customer Experience Management solution from Nokia Siemens Networks that allows customer experience to be tracked in near real time, and at the individual customer level, for any service, device, and location. At the heart of this is the Customer Experience Index (CEI).
In presenting the award, Alan Burkitt-Gray, editor of Global Telecoms Business, commented: "This is the seventh time we've run our Innovation Awards and each year we've seen that the industry is working harder and harder to deliver exciting and innovative services to its customers. Congratulations to Zain Kuwait for its impressive approach that will ultimately enhance customer experience, and also benefit the operator in customer retention and acquisition."
Combined with customer revenue data, CEI is a powerful tool, as various operator departments can have both revenue and satisfaction information easily available on the same portal, enabling them to prioritize their improvement actions and focus their network investment where it has the highest impact on their customer perception and their business.
Hani ElKukhun, chief operating officer of Zain Kuwait said: "This award talks to the heart of what we do as a mobile operator, combining the importance of understanding our customers with the requirement to innovate constantly in order to drive a better user experience."
ElKukhun continued: "We thank our partner Nokia Siemens Networks for their support in this innovation, and the GTB Innovation Awards 2013 judges for considering us worthy winners. Zain Kuwait shall continue to strive to offer the best possible service to its customers, and shall continue to cooperate with the best partners in the business to achieve this."
Using Nokia Siemens Networks' CEI to track the customer experience, Zain Kuwait can compare key network performance indicators with customer satisfaction and take action to ensure the best quality of experience. In fact, an operator case study revealed that for 46% of customers, perception differs greatly from network KPIs. Zain Kuwait's Customer Experience Management deployment helps to bridge this gap.
Nokia Siemens Networks' leadership as a technology provider in Customer Experience Management is widely recognized; confirmed by a recent quote from Aditya Kaul/ABI Research: "Nokia Siemens Networks has the most structured CEM solution, and is the only one offering CEM on Demand".
-Ends-
© Press Release 2013
