MultiChoice wins Best Customer Experience Award

Simon Camerer, MultiChoice Group’s Chief Customer Officer said, “By developing a journey that takes customer satisfaction seriously from CEO level right to the call centre, all employees are empowered and given the resources to put the customer first.”

Customer 360 Africa 2019 investigates ways in which organisations are succeeding within their entire customer experience. The customer experience awards celebrate and recognize the very best in customer service across multiple categories. The organisation recognises that customer experience is the new battleground for differentiation. However, in this very complex world with more data, more channels and a more complicated customer journey, this seems like an impossible feat. The good news is that this rich complexity is driving better customer experiences and ultimately business success.

MCG has transformed its customer experience using artificial intelligence to optimise self-service and simplify processes and functions. Overall, MCG has an 80% customer satisfaction rating, which is testament to the Contact Centre agents, five Service Centres, self-service options, 5 000 payment points and 152 970 monthly interactions with customers on social media. 

MCG, widely recognised as Africa’s leading storyteller, it is just as important to continue developing touch points at every level of a customer’s interaction, which provides data daily that we can constantly measure to ensure we remain customer-centric. MCG has also created awards that recognize employees who provide the best customer experience, and this has improved their performance.

Closed loop feedback is vital in measuring bulletproof customer experiences and MultiChoice aims to measure what can be managed, help the voice of customers stand its ground, always add value and strive to be insightful.  

Camerer added, “This is the culmination of a concerted Customer First program that the company has been implementing over the last two years - and we are excited to be recognised by Customer 360 Africa at their 2019 event and we are sure that this is the first of many awards to come. Change happens at every level in the organisation, and the results speak for themselves.”

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