e& explained Bringing Meaningful Connections

When you usually walk into that store around the corner on your street where you live, the salesman knows your name, the kind of items you purchased, how long you have been a customer, and other crucial details about you, personally.

The promise of modern customer experience is essentially to bring back the personal relationships of that corner store. Customers want to be seen and treated, as humans. They want to be seen as unique individuals. They want to work with businesses that recognise who they really are, what they're going through, and that their needs and reality are constantly evolving.

We call this a life-centric customer experience.

Customer experience is more important now than ever with customer-centricity at the root of our progress. Our recent evolution into e&; a global technology conglomerate is scaling the innovative solutions provided to our individual and enterprise customers, to enrich their life.

At Etisalat Egypt by e&, customer satisfaction is a core strategic focus for us. We are committed to bringing to life a personalized and seamless customer experience, one that opens new doors for meaningful connections, and in turn, loyalty.

Today's customers want brands to be able to respond in real-time to their changing circumstances - which is why we’ve adopted a hyper-personalized approach backed by data and analytics.

As our customers increasingly move online, the distinction between digital and live interactions have begun to blur. Through the “My Etisalat” mobile application, users can have accessible and convenient interactions with one of our customer care representatives, all at their fingertips.

We are also stirring the conversation on ai-powered customer care ecosystems delivering a personalized and proactive experience that resolves issues before customers are even aware that they exist.

Putting Priorities into Practice

In a new analysis by Harvard Business Review Analytic Services titled "Future-Proofing Businesses with Modern Customer Engagement," a substantial disparity was revealed in how businesses communicate with their customers, entailing that providing great experiences is now even more important for customer loyalty.

Though there is an overall sentiment that customer experience is now a high priority, only 40% of companies think they are effectively using data to offer customers the correct message through the right channel at the right time.

As Egypt’s top tech-telco brand, Etisalat Egypt capitalises on the recent behavioural shift caused by COVID-19 pandemic, to rethink its approach to satisfying people’s ever-changing needs.

It is now inevitable that consumers demand a personal connection from the brands they contact with, and today… relevant technology embedded within the suitable echo system makes it possible for each interaction to be distinctive and individual.

We focus on optimizing customer lifetime value, which leads to maximizing sales.

We organize around the customer, instead of organizing around products and services.

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Resilience, Value, Purpose

Building on our legacy, our people have always been our greatest asset. We are investing in attracting, training and retaining talent as a top priority - and finding more ways to motivate and build trust with our frontlines to encourage the delivery of a unique customer experience. Our teams, at the stores, or at the call center or those that interact through the mobile application have always shown steadiness, resilience, excellence and valuable integrity.

At times of uncertainty, they were our essential and heroic assets.

All the efforts towards enhancing our customer experience, all the partnerships that work towards this goal, couldn't have been possible if it wasn’t for our human capital.