Nawras CEO identifies customer experience as the future of communications at 9th Annual Arab Advisors Convergence Summit

Mobilk - Nawras Chief Executive Officer, Ross Cormack, recently joined regional telecom CEOs in Jordan for the 9th Annual Arab Advisors Convergence Summit to discuss the challenges and opportunities facing operators with the exciting convergence of media, telecom and information technology. 

 

In a panel discussion moderated by Anders Lindblad, President and Head of Region, Middle East and North-East Africa at Ericsson, Cormack debated current issues for the communications industry with Ahmed Hanandeh, CEO of Zain Jordan; Ihab Hinnaway, CEO of Umniah; Hakam Kanafani, CEO Turk Telecom Group; Nayla Khawan, CEO Jordan Telecom Group; and Jay Srage, Senior Vice President and President of Qualcomm Middle East and Africa.  

 

The panel reflected on pressing challenges being faced by many operators today as well as the exciting new opportunities on the road ahead that will see innovative ways of expanding and enhancing choices for customers. Other topics covered ways to attract new customers as well as different approaches for generating new revenue streams and the need for regional operators to agree a regional approach to managing the new business models opened up by the OTT players.

 

“There is no doubt that communications in the region is booming and is fuelled by greater availability and a high demand for data as a new generation of customers enters the market,” said Cormack. “Broadband continues to grow at a rapid rate and today’s challenge is to address this ever growing demand which is why we continue to invest heavily in creating the physical structure necessary to bring the best communications technology to the people of Oman, wherever they live or work. We are currently upgrading and modernising our network so that we can continue to delight our customers by meeting their changing needs, particularly in terms of increasing broadband data usage.”

 

He added, “The differentiating factor will be ease of access and customer experience. From the very beginning, we have placed customers at the heart of our planning process with the goal of delivering great value and exceeding their expectations by responding with an approach that combines smartness with empathy. We are proud to be providing customers with pleasingly different solutions and flexible communication packages to suit their varied needs.”

 

Nawras has witnessed an upward trend in its customer satisfaction surveys from 87% in 2010 to 92% in 2011, illustrating the emphasis Nawras places on living the customer experience and striving for excellence in every area of activity. The appointment of a Chief Customer Experience Officer marks a first in the Qtel Group and the company continues to investment in people, particularly customer facing Champions.