Middle East Customer Experience Leader of 2018 Awarded to an individual who has shown innovative thought leadership and led customer experience, initiatives and defined customer experience values within his/her organisation
Best in Class Contact Centre Awarded to the contact center who is able to serve customers through their channel of choice, champions agent empowerment and implements best in class technology to enable ‘next best action’.
Best Use of Technology for Customer Engagement Awarded to the organisation that has implemented cutting-edge technology to engage and empower the customer
Leader in Omnichannel Strategy Awarded to the company/organisation who has delivered and is continuing to deliver context, continuity and convenience across channels for a truly integrated and cohesive customer experience
Best Branch Transformation Strategy Awarded to the organisation/company who has delivered a truly ‘mobile first’ and/or omnichannel branch transformation strategy
Best Use of Automation for Customer Engagement Awarded to the organisation/company who is using automation to simultaneously enable its service/customer agents to deal with complex tasks whilst empowering customers through self service
Customer Experience Change Management Leader Awarded to the individual who has created and successfully led a vision for change within his/her organisation