VIRGIN MOBILE MEA
Dudman
Nielsen from Virgin Mobile Middle East & Africa talks about mobile financial services
Dudman Nielsen has been leading digital innovation since the beginning and launched the region ' s first digital proposition under the Virgin brand which is a digital MVNO where 100 per cent of customer engagement is done digitally through an app .
Driving the CX He is driving the CX at Virgin Mobile MEA which he says is achieved by the company ’ s “ relentless focus on listening to the customers ” through focus groups , studies , and work sessions . “ Our core proposition is to make mobile better ,” said Dudman Nielsen speaking from the company headquarters in Dubai Internet City .
“ We do so in a digital manner utilising our digital capabilities and the benefit of doing this is that you end up getting a much higher net promoter score - which is a nice expression for how well the customers are willing to recommend you to friends and family . We ' re happy that we , in our partnership with EITC have managed to have the highest net promoter score in the region which is testament to the continuous work we do .”
Dudman Nielsen pointed out the company operates a dual brand strategy with its Virgin Mobile brand , which has a CX focus on the young Arab youth and people who are ‘ young at heart ’ and use lots of apps and data , and the FRiENDi mobile brand which targets Asian expats . The apps include a move to financial services with the e-wallet in Saudi Arabia .
Virgin Mobile Flexibility , choice and cool products for the consumer is what Virgin Mobile offers as its CX and according to Dudman Nielsen always has done since Sir Richard Branson started stirring up the telco market back in the 1990s .
242 June 2021