THE CURRENT EVOLUTION IN
THE INDUSTRY SHOWS TWO
DRAMATIC SHIFTS.
The first change is a move from the “Customer-Centric Experience” to a new “Customer Experience Management (CXM)” focal point. CXM enhances a company’s ability to compete. It impacts purchase, customer satisfaction, retention, and revenue. Customer Contact Centers need to deliver compelling and engaging experiences that address the entire customer journey, understand how customers seek information, and strive to develop a customer experience strategy for each market.
The second change is the move from Multi-channel to Omnichannel. We know the customer has only one voice, but uses many channels. In order to respond to constantly evolving customer expectations, Customer Contact Centers need to provide experiences that go beyond channels, and move to using insight into their customer’s behavior to develop a personalized meaningful relationship. By using new applications and technology, and in exchange for customer information, data can be gathered online and from in-store purchases to create a customer experience built around value and convenience.
Customer Contact Institute is dedicated to helping Customer Contact Centers adapt to these new changes and complete the needed evolution. Our programs and services will help ensure the adoption of a complete Customer Contact Experience to improve customer satisfaction, customer experience, and customer loyalty across all contact channels.
CC.I MANAGEMENT TEAM
CustomerContact.Institute is dedicated to helping Customer Contact Centers adapt to these new changes and complete the needed evolution. Our programs and services will help ensure the adoption of a complete Customer Contact Experience to improve customer satisfaction, customer experience, and customer loyalty across all contact channels.
Pamela Trickey
Pamela Trickey-Owner and Founder of Customer Contact Institute has spent the past thirty years working in the Contact Center and Information Systems field. In addition to her contact center consulting and training experience, she has management expertise augmented by an intense technical background based upon industry recognized certification and a strong academic foundation.
Pam has extensive global experience providing consulting support and delivering training programs for contact center professionals in the United Kingdom, the Netherlands, Hong Kong, Taiwan, Turkey, South Africa, South America, Dubai (UAE), Egypt, and the Philippines. She also has completed numerous speaking engagements for industry conferences and association meetings.
PARTNER TEAMS
Exclusive Partners for the Middle East-North Africa (MENA) and Canada
Khalil Jaouni – Khalil Jaouni is a seasoned management consultant and entrepreneur, based in Dubai. He started his career at Accenture and Andersen, where he served, over a 15-year period, many of the leading companies in the MENA region. He held partner positions in the latter 4 years in the firm, in-charge of the financial service and customer solutions practices. His 25-year career spanned clients in financial services, telecom, and technology, among others, working on strategy development, operations improvement, IT transformation, customer relationship management, HR strategy, and talent development. Khalil is an honors graduate of The Johns Hopkins University, in Baltimore, Maryland (USA) and is a certified trainer by Customer Contact Institute in the United States.
Adham Bahgat – With over 18 years of experience in Contact Centre, Customer Experience and Change Enablement practices, Adham is a co-founder of CariZMa. Previously, he served as a senior manager at Andersen/ Ernst & Young responsible for the CRM practice for the MENA region. His expertise is focused on enabling the performance improvement for leading organizations across sales and service functions, from a strategy and people perspectives. Adham is well versed in practical strategies for differentiated service, capacity building and change readiness. Member of ICSC, CCCW and CRM Guru societies. Adham has a BSc in statistics from Cairo University, MBA from Washington University and has excellent command of Arabic, English and French. Adham is also a certified trainer by CustomerContact.Institute in the United States..