Sohar,
The 9th Annual Customer and Client Experience Conference concluded its final day in Sohar, in North Al Batinah Governorate, showcasing several successful local practices in customer service. The conference featured four main sessions with speakers from both the public and private sectors, along with open discussions with participants, targeting eight key categories.
The first main session on the final day focused on embedding a customer-centric culture in strategies to improve government services. The speakers included H.E. Dr. Saeed bin Hamad Al Rubaie, President of the University of Technology and Applied Sciences; H.E. Salim bin Ali Al Hakmani, Chairman of the Consumer Protection Authority; and H.E. Sheikh Mohammed bin Sulaiman Al Kindi, Governor of North Al Batinah, alongside a number of CEOs and managers from private sector institutions. Three additional sessions covered topics such as best practices for handling various customer and client categories, the role of frontline employees in creating positive customer experiences, and measuring the impact of frontline staff on the overall customer and client experience.
The conference concluded with a set of recommendations that emphasized the importance of achieving its objectives, which include exploring the latest trends and best practices in customer and client experience management, learning how to leverage data and digital tools to enhance customer engagement and loyalty, and reviewing the institutional excellence framework standards (Customer Satisfaction and the Five Performance and Measurement Indicators). The sessions also discussed strategies for establishing a customer-centric corporate culture, identifying continuous improvement opportunities and innovation in customer experience, and enhancing the exchange of ideas, experiences, and expertise among participants.
The conference featured 16 speakers from both the public and private sectors in the Sultanate of Oman and targeted eight main participant categories: customer service and client management directors and supervisors, support and assistance services managers and specialists, customer and client service consultants, researchers and those interested in customer and client service studies, entrepreneurs, data analysts, marketing and promotion managers and specialists, and sales managers and employees.
