AFRICA
connection are the core products to be sold , which makes Siblini ’ s role an integral one .
“ The network ’ s quality , and the products and services we offer are what ’ s important to our customers ,” Siblini says .
An ambitious digitisation strategy is helping Orange Egypt deliver the best customer experience in the country .
Yet it ’ s important to note that technology is not just playing a technical role at Orange Egypt , it ’ s also actively revolutionising the way the firm communicates with its customers , elevating the consumer experience to new heights .
“ The customer journey across all our touchpoints is key ,” Siblini says . “ At Orange Egypt , we have developed a very powerful customer experience management ( CEM ) tool which is vital as it allows us to monitor the user experience from all the touchpoints . It ’ s definitely a key differentiator from our competitors .”
This month marks the company ’ s 20th anniversary and whilst it has set a strong precedent in the telecom market , Siblini is more excited about
the innovations and technologies that lie ahead .
As customers ’ practices and needs evolve and grow , Orange Egypt ’ s strategy has remained a simple one : to be “ always in touch to connect what ’ s essential in your life ”.
With this in mind , the telecom giant is working diligently to make its network digital from end-to-end . In doing so , it has created a streamlined connected service , that ’ s well-equipped for today ’ s digital era .
“ When you look at younger generations they don ’ t want to go to a shop , they want to have a peer-topeer chat online to address their requests ,” Siblini notes . “ Today ,
www . gigabitmagazine . com 289