In June we announced the winners of our annual C.A.R.E Awards which celebrate industry leaders who have paved the way for bold and brilliant VoC solutions and customer experience programmes. This year, our Gold Overall Best in Class Programme Award went to Zain, Bahrain,  who had the most significant YoY improvement of their overall programme, as defined by the most significant lift in NPS or Overall Satisfaction.

To celebrate their achievement, we thought we’d share some information on customer experience in the rising EMEA  (Europe, Middle East and Africa) region. Here are some interesting facts:

  • According to Google’s Our Mobile Planet report, the UAE has the highest smartphone penetration rate in the world with 3 out of 4 people using smartphones.[1]
  • Deloitte’s “Technology, Media & Telecommunications Predictions 2016 – Middle East” report predicted that the number of connected devices in the Middle East will reach four billion by 2020.[2]
  • According to Khaleej Times, in 2016, UAE telecom regulator launched a new initiative ‘Erteqa’ that aims to increase the level of customer service across the telecom sector.[3]
  • EY’s telecommunication report ‘Navigating the Road to 2020 – Opportunities and challenges for telecom operators in the Middle East’, found that 68 per cent of telecommunication C-suite respondents cite customer experience management as their top priority over the next three years.[4]
  • Khaleej Times also reports that while almost three-quarters of global C-Suite participants believe disruptive competition is a leading risk facing the sector, Middle East telco operators are more focused on the journey toward more intuitive, convenient and trusted relationships with customers.[5]
  • The article also states that 43 percent of local operators see internal collaboration as a leading route towards operating model improvements, while one in four believe that talent attraction and retention is a strategic priority.[6]
  • Over the past 5 years, Gallup’s Global Emotions Report has consistently indicated that nations in the Middle East are among the most emotional globally.[7]

 

[1] “Europe and Middle East leading the smartphone race,” Google Mobile Ads Blog, May 22, 2012. http://googlemobileads.blogspot.ca/2012/05/europe-and-middle-east-leading.html?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed:+GoogleMobileAdsBlog+(Google+Mobile+Ads+Blog)

[2] Deloitte & Touche, “TMT Predictions 2016, Middle East,” 2016. https://www2.deloitte.com/kw/en/pages/technology-media-and-telecommunications/articles/middle-east-tmt-predictions-2016.html

[3] Abdul Basit. “Customer experience is top priority for Middle East telecom companies,”June 26, 2016. http://www.khaleejtimes.com/business/telecom/customer-experience-is-top-priority-for-middle-east-telecom-companies

[4] EYGM Limited, “Navigating the road to 2020, Opportunities and challenges for telecom operators in the Middle East,” 2016. http://www.ey.com/Publication/vwLUAssets/EY-navigating-the-road-to-2020/$FILE/EY-navigating-the-road-to-2020-opportunities-and-challenges-for-me-telecom-operators.pdf

[5] Abdul Basit. “Customer experience is top priority for Middle East telecom companies,”June 26, 2016. http://www.khaleejtimes.com/business/telecom/customer-experience-is-top-priority-for-middle-east-telecom-companies

[6] Abdul Basit. “Customer experience is top priority for Middle East telecom companies,”June 26, 2016. http://www.khaleejtimes.com/business/telecom/customer-experience-is-top-priority-for-middle-east-telecom-companies

[7] Gallup, “Gallup 2016 Global Emotions Report,” 2016. http://www.gallup.com/services/189968/gallup-2016-global-emotions-report.aspx, cited in https://deloittemiddleeastmatters.com/2016/08/19/emotional-engagement-in-the-middle-east-the-cornerstone-of-a-world-class-customer-experience/