Zain Bahrain hosts 'The Customer Journey' masterclass for its employees

Zain Masterclass is one of Zain Bahrain's main development programs for its employees

Mr. Salah Al Kooheji

Mr. Salah Al Kooheji

  • The session aimed at improving the latest development of the customer journey in the telecom sector
  • Renowned Managing Solutions Consultant, Boris Najafov offered insights into the ‘Customer Journey’

Manama:  Zain Bahrain, a leading telecommunications operator in the Kingdom hosted a Masterclass titled ‘The Customer Journey’ by Boris Najafov for its employees at Zain Tower. Zain Masterclass is part of Zain Bahrain’s training series and is one of the main development programs that allows employees to be more agile in obtaining further information about state-of-the-art solutions and keeping up with trends in the telecom sector, thereby supporting the organization’s strategy.

Boris Najafov is a prominent managing solutions consultant for IST with over 20+ years of experience in IT and customer experience solutions and author of the book “Your Call is Important to Us". Through the Masterclass session, Boris highlighted the importance of becoming a customer-centric organization by focusing on defining the customer’s goal, their preferences during their association with the brand, and providing an overall seamless customer experience.

The session focused on ways of evaluating and integrating the organization’s branding, pricing, traditional marketing, social media marketing, email marketing, and fulfilment strategies across multiple channels. The session was extremely comprehensive, allowing employees to step into the customer’s shoes and evaluate the business from their perspective. It also enabled employees to gain insights into common customer pain points and how to understand and improve the customer journey, the various communication channels to reach the customer, the constant changes occurring and some of the technological and non-technological challenges faced by customers.

Commenting on the successful completion of the Masterclass, Salah Al Kooheji, Manager of Learning & Development at Zain Bahrain said, “Zain Bahrain is a people-centric organisation that considers its employees to be its greatest asset and as such, regularly arranges training and development programs that are in line with the company’s strategy. Zain Bahrain as a company has always taken extra steps to ensure that each employee within the company feels invested in.”

He further added, “Through the ‘Masterclass’ we ensure to develop employees’ career paths and provide them with the latest information and trends to reach their full potential, which in turn improves the performance of the company. We are glad that the ‘Customer Journey’ Masterclass was able to inspire employees to learn more about Zain’s customers, who are our utmost priority and to deliver the best and most imaginative service at every level.

Highlighting the importance of understanding the Customer Journey, Boris Najafov, the speaker of the Zain Bahrain Masterclass commented, “The customer journey is important for any brand, because it is a strategic approach to better understanding customer expectations and is crucial for optimising the customer experience. I am thankful to have conducted the Masterclass for Zain Bahrain’s employees as I feel they are one of the organisations in Bahrain who have the best possible customer service and hope to have provided them with a better understanding of the customer journey that will enable them to provide unparalleled service.”

 Zain Bahrain provides constant development opportunities to its employees and regularly introduces new ways that contribute towards building a stronger and healthier work culture that enables employees to thrive.


For press inquiries, please contact:
Karen Paes
Gulf Marcom W.L.L 

About Zain Bahrain

Zain Bahrain, a telecommunications industry innovator focused on enhancing customer experience, was awarded a mobile telecom license on 22 April 2003 and commenced commercial operations on 28 December 2003. The operation promptly placed Bahrain on the world telecom map through the introduction of many mobile technology innovations that continue to this day with nationwide high-speed 4G LTE and 5G services being offered through the Kingdom's most advanced mobile network. Zain Bahrain, listed on the Bahrain Bourse (Ticker: ZAINBH), is part of Zain Group, a leading telecommunications operator across the Middle East and Africa, which provides mobile voice and data services to 48.9 million active customers as at 30 September 2020. With a commercial presence in seven countries, Zain operates in Kuwait, Bahrain, Iraq, Jordan, Saudi Arabia, Sudan, and South Sudan. In Morocco, Zain has a 15.5% stake in 'INWI,' through a joint venture. For more information, please email   or visit: 

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