Long track record in consulting and solutions globally with special focus on the GCC region.
Our vision: To be one of the best end-to-end providers from consulting, solutions to staffing.
Our mission: Leverage the rich experience our team collected over the last 20 years, as well as the list of international and regional achievements / awards, to efficiently drive our clients to success.
Ziad Elbatal (CEO) profile:
Supported over 40 large organizations from different continents, as a global top management consultant.
Areas of expertise in B2B/B2C: Strategy Development & Execution, Transformation Programs, Shadow Management & Coaching, Product Development & Innovation, Digitization, Customer Care & Customer Experience, Customer Value Management, Analytics / Big Data, Loyalty & Retention, Culture Change, Reorg, Cost Reduction, Pricing, Marketing & Communication, Sales. In addition, Infrastructure Planning & Deployment, Wholesale & Regulatory, Partnerships & Outsourcing, Launch of Telecom Operators, National Telecom Sector Programs, M&A and Global Investment Strategies.
For 4 years, he was STC Vice President, drove STC's transformation in Customer Experience / Digital, Contact Centers and Billing for a base of 20 million customer. Successfully managed a large team (5,000+), leveraging strong communication, motivation, analytical, influencing, leadership and political skills.
Won a series of international and regional awards, such as best contact center in the world (by CC World), best ecare in the world (by social bakers), the inspiring leader of the year, the CX professional of the year, best digital team, and best app based on world-class achievements in Digitization and CX (i.e. 90% digitization of customer transactions, 100% digital bills, 70% both calls and complaints reductions, 60% cost reduction, and top CC KPIs with 80-90% FCR, SL>90%, abandoned calls ~1%), and culture change OHI jump from 34 to 82 (top world decile).