STC
224 time-to-market , cost reduction and automation of processes .
“ If you look at technology and operations as a sector of the business , then our customers ’ experience and achieving true customer-centric operations have been fundamental principles in our transformation ,” Alfaraj continues . He details how this has been achieved , including through a focus on baselining and reimagining customer journeys and stories through in-depth customer design thinking with our business units to ensure they are in line with the company ’ s capabilities and create an evolution to customer satisfaction .
“ Our objective ,” he adds , “ is to make customer experience a competitive advantage and a true differentiator for us in the market – something we have successfully managed to do over the last few years .” Key aspects of that success include leading the region in investing in technologies that continuously measure customer experience , revamping assurance and operational processes to make service and customer experience the priority ,
DECEMBER 2019