Kuwait telecoms Zain taps IBM software to improve customer experience

Kuwait telecom service provider Zain has selected IBM social software to improve customer experience.

In order to offer personalized experience to Zain’s 2.5 million customers, IBM solution brings together Zain’s digital, mobile and social platforms.

IBM will support Zain to gain insights about the mobile operator’s customer behavior. As a result, Zain can improve customer engagement and services personalization.

Zain will benefit from IBM’s social software as the telecoms can connect, communicate and collaborate directly with the company’s services team. The main benefits include participating in Zain’s online communities, locating the right subject matter expert and sharing feedback about products and services, said IBM.

“With the number of mobile devices and social media tools on the rise, it is crucial that Zain has the right channels in place to reach our customers with the best personalized content and services wherever they may be,” said Omar Al Omar, chief executive officer of Zain Kuwait, in a statement.

According to IBM’s recent survey of 1,600 CIOs worldwide, more than 80 percent of respondents said they are investing in new technologies to gain deeper insights into customer data for shifting their focus to the front office where marketing, sales and service managers work directly with customers.