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News MEA Markets is excited to announce that the Middle East CEO of the Year Awards will be retuning in 2024! Building on the success of last year’s inaugural campaign, we strive to make this year’s awards even better. Our team are looking forward to delving deeper into the corporate world of the Middle East, recognising the top CEOs and business leaders driving innovation across the region. In 2024, Middle East CEOs are focusing on several key areas to expand their business operations and increase revenue growth. These include digital transformation, with significant investments in technology to enhance operational efficiency and customer engagement. CEOs have also made it a priority to diversify their offerings and develop the region’s non-oil sectors such as renewable energy, healthcare, and tourism in order to reduce dependency on traditional revenue streams. This inventiveness and entrepreneurial spirit seem to be paying off, with seventy-three percent of Middle Eastern CEOs confident in their countries’ economic growth for 2024. This is according to a recent MENA c-suite leaders survey by PwC, in which it was revealed that CEOs across the Middle East are particularly optimistic about the economy, especially when compared their international counterparts. In North America and Europe, for example, less than half of surveyed CEOs expect economic improvement in the next year, while contrastingly in the GCC confidence soars to as high as eighty-one percent. CEOs must overcome a variety of hurdles to lead their companies effectively, drive growth, and navigate the complexities of both regional and global business markets. For the Middle East in particular, challenges such as geopolitical conflict, climate change, and human rights issues are at the forefront of business leaders’ agendas. Operating in a region that is often characterised as unstable requires both resilience and reinvention. In order to remain competitive in this market, Middle Easters CEOs must adapt to cultural and regulatory changes, foster technological adoption, make renewed commitments to sustainability, and reaffirm support for CSR initiatives. About the Middle East CEO of the Year Awards 2024 AI Global Media, Ltd. (AI) takes reasonable measures to ensure the quality of the information on this web site. However, AI will not assume any legal liability or responsibility for the accuracy, correctness or completeness of any information that is available through this web site. If errors are brought to our attention, we will try to correct them. The information available through the website and our partner publications is for your general information and use and is not intended to address any particular finance or investment requirements. In particular, the information does not constitute any form of advice or recommendation by us or any of our partner publications and is not intended to be relied upon by users in making or refraining from making any investment or financial decisions. Appropriate independent advice should be obtained before making any such decision. Any arrangement made between you and any third party named in the site is at your sole risk and responsibility.
News Contents 4. Princess Nourah Bint Abdulrahman University Medical College: Hematology Chief Medical Executive of the Year 2024: Dr May Almoshary 5. Primestay Vacation Homes Rental LLC: Best Holiday Home Rentals CEO 2024: Anthony Joseph Abou Jaoude 6. Paltic: Most Innovative Climate Tech CEO 2024: Nivine Hachem 7. Egyptian Carbon Center: Climate Change Solutions CEO of the Year 2024 (Egypt): Omar Ghaly 8. 5 Simple Hacks Used by Every Successful CEO 9. How to Lead Your Organisation Through a Customer Experience Transformation 10. Attracting and Retaining a Multi-Generational Workforce: How to Create an Inclusive Employee Experience 4. 6.
MEA | Middle East CEO of the Year Awards 2024 4 Hematology Chief Medical Executive of the Year 2024: Dr May Almoshary The healthcare industry in Saudi Arabia is growing at a rapid pace, estimated to be valued at $23 billion by 2027. As the country’s healthcare infrastructure strengthens, driven by the government’s commitment to advancing healthcare resources, the sector leverages cutting-edge technologies and dedicated research to further facilitate change. Dr May Almoshary is a renowned hematologist, assistant professor, and Chief Executive Officer of a leading healthcare institution in Saudi Arabia, who has been recently awarded for her contributions in the Middle East CEO of the Year Awards 2024. Below, we take a closer look at how Dr Almoshary is currently championing the Saudi Arabian healthcare revolution. ased in Riyadh, Dr Almoshary is on a mission to transform healthcare delivery throughout the region, using innovation and strategic partnerships to achieve this. Striving to align the nation with international healthcare standards, Dr Almoshary aims to provide the highest quality standards of care. Boasting more than two decades of experience in healthcare management, Dr Almoshary is renowned for her commitment to operational excellence and patientcentred care. Dr Almoshary’s journey to becoming a CEO is characterised by the leadership roles she has held across various healthcare settings. Beginning her career as a consultant in hematology, Dr Almoshary gradually ascended through various prestigious positions, including the role of Chairperson of Transfusion Medicine at King Fahad Medical City, and Chief Medical Officer at Private Diagnostics. Over the years, Dr Almoshary has found that her core competencies lie in medical research, public health, quality patient care, and laboratory skills, each ability honed by her vast experience across the sector. Each role has equipped Dr Almoshary with valuable insights into operational management, strategic planning, and the importance of compliance within healthcare. Now, as CEO of Private Diagnostics, Dr Almoshary applies this knowledge to her current role to effectively lead her team to success. She is committed to working collaboratively with multidisciplinary teams and building and maintaining strong relationships with industry connections, understanding the important role collaboration plays in advancing healthcare. A skilled leader, Dr Almoshary opts for an engaging leadership style that allows her to foster open communication and collaboration within her team. She ensures that her vision is communicated clearly across the organisation, empowering each team member to contribute towards the firm’s shared goals. By nurturing a positive culture focused on continuous improvement, Dr Almoshary effectively inspires her team to strive for excellence. Dr Almoshary’s relentlessness in her pursuit of excellence has proven an advantageous quality when navigating the uncertain landscape of the healthcare industry. Currently, the industry in Saudi Arabia is undergoing significant transformation, driven by digital innovation and regulatory changes. Whilst these shifts present challenges to organisations, such as maintaining compliance and adapting to new technologies, Dr Almoshary acknowledges that they also create opportunities for advanced patient care and operational efficiency. Championing the healthcare revolution throughout Saudi Arabia, Dr Almoshary has been dedicated to driving research and development across the sector. Having achieved a fellowship from McMaster University and a MBBS degree from King Saud University, she is no stranger to academic research. Dr Almoshary has published countless papers and articles that have further advanced scientific research, covering topics such as cytometry, thrombosis, and blood disorders. What’s more, the doctor has also been committed to advancing scientific education within the country and has been involved in various medical education and training initiatives. Such examples of this include fulfilling the role of Vice Dean of Postgraduate and Scientific Research at Medical College PNU and the role of CEO of Allied Medical Services at KAAUH. Moving forward, Dr Almoshary plans to continue advancing the future of healthcare in Saudi Arabia, ensuring high quality and effective healthcare for all. To achieve this mission, she plans to expand Private Diagnostic’s service offerings, particularly in alignment with the emerging area of digital health. We learn that Dr Almoshary plans to invest in new technologies and strategic partnerships that will enhance accessibility and patient outcomes throughout 2025 and beyond. As for her personal plans, Dr Almoshary intends to continue her professional development over the course of the next year. She will do this by attending leadership workshops to develop her capabilities, as well as engaging with international healthcare networks to stay abreast of industry trends. For her dedication to improving the standards of healthcare throughout the country, as well as the significant contributions she has already made to the development of the industry, Dr Almoshary has been awarded the prestigious title of Hematology Chief Medical Executive of the Year 2024. Contact: Dr. May Abdullah Almoshary Company: Princess Nourah Bint Abdulrahman University Medical College Web Address: https://pnu.edu.sa/ B
MEA | Middle East CEO of the Year Awards 2024 5 As its name suggests, Primestay Vacation Homes Rental LLC specialises in short-term home rentals, with a portfolio of quality properties across Dubai. Offering an all-in-one property management solution designed specifically to maximise returns on rentals for property owners, the company also boasts a team of talented in-house interior designers, 24/7 concierge and housekeeping/ maintenance services, and a host of other services for landlords and guests alike. CEO Anthony Joseph Abou Jaoude is the man responsible for overseeing the company and its suite of services. Offering a series of thorough management services for their Dubai properties, Primestay helps landlords to make the most of their investments, simultaneously delivering tenants the calibre of service they would expect in a five-star hotel to their own residences. Following this unique approach, it is the company’s long-term vision to become a market leader, achieving a perfect balance between managing the needs of property owners and renters. Its success in achieving this rests on the shoulders of CEO Anthony Joseph Abou Jaoude. Embarking on a career in the field by joining Provident Real Estate in 2014, Anthony began his journey by renting out hotel apartments and worked his way up from there. Assuming an associate partner role with Provident a few years later is just one of many milestones achieved over the course of what has been an impressive first decade in the industry for Primestay’s esteemed CEO – a list which also includes being recognised as one of the topperforming sales associate directors in the whole of Dubai. Taking on the position of CEO at Primestay represented a new challenge for Anthony, who has nevertheless more than risen to the occasion. “As a CEO, I firmly believe that establishing a clear vision, cultivating a strong team, encouraging innovation, managing finances wisely, nurturing key relationships, and leading effectively in times of crisis are essential to driving a company’s growth, competitiveness, and long-term success,” explains Anthony. “It’s crucial to always strive for excellence and deliver the highest quality service.” This is something that Primestay has earned a reputation for, with the comprehensive research that underpins every new project or client blending seamlessly with a commitment to open and transparent communication – ensuring that trust is nurtured and success attained. Of course, just as important as the method is the team behind it, and Anthony recognises the necessity of Primestay’s team, which he describes as being entirely unique as a result of their dedication to uphold the company’s vision of being the best. Primestay’s journey to become one of the premier short-term rental companies in the region has not always been easy, and one of the hardest challenges that Anthony and the team have had to overcome is encouraging landlords to make the switch from longer leases to more short-term arrangements. Executing this, whilst also trying to build its reputation from scratch as a new company, involved a robust strategy, which was itself anchored to the values of trust and quality service that continue to define the company to this day. As Anthony explains: “Our approach resonated with landlords, leading to excellent feedback about our commitments to safeguarding and optimising their property portfolios as if they were our own. The power of word of mouth then played a pivotal role in spreading our reputation, as satisfied property owners shared their positive experiences.” These testimonials opened the floodgates for a wave of prosperity that continues to run through Primestay, resulting in Anthony receiving a number of awards across his tenure. From being recognised in this programme for two consecutive years to being named as a Real Estate Visionary and Entrepreneurial Luminary by The Arabian Mirror, these accolades have quickly stacked up over the past few years, cementing Anthony’s legacy as a provider of quality real estate solutions in Dubai’s dynamic property market. Anthony has experienced similar success outside of the real estate market, having ventured into other industries through his businesses AJ Consultancy and Prime Cleaning. Impressively, Anthony has even found time to author two books – Take Charge and Take Action – resulting in his recognition as a best-selling author on Amazon. Finally, Anthony is continuing to network, as seen through the almost 35,000 followers he has on LinkedIn. Despite these other projects, Anthony Joseph Abou Jaoude remains committed to the future of Primestay Vacation Homes Rental LLC, and he tells us about the company’s plans to establish subsidiary firms and potentially branch out internationally. We wish the company the best of luck with these efforts, reaffirming the excellence of its CEO in the process. Contact: Anthony Joseph Abou Jaoude Company: Primestay Vacation Homes Rental LLC Web Address: https://www.primestay.ae/ Best Holiday Home Rentals CEO 2024: Anthony Joseph Abou Jaoude
MEA | Middle East CEO of the Year Awards 2024 6 Jul23190 Nov24070 Most Innovative Climate Tech CEO 2024: Nivine Hachem Based in Beirut, Lebanon, Paltic is a leading company designing innovative solutions that address two critical global challenges: plastic waste management and sustainable material production. At the very forefront of climate technology and sustainable design, Paltic is helmed by CEO and Co-Founder Nivine Hachem, a distinguished social entrepreneur making waves in the industry. Following Nivine’s recent recognition in the Middle East CEO of the Year Awards 2024, we catch up with her to learn more about her fight for change. Paltic, founded in 2021 by Nivine Hachem and Hala Al-Naamani, is currently leading the change in sustainability throughout Lebanon. The company focuses on creating bespoke, high quality materials from recycled plastics, tailored for interior and exterior design applications. With the aim of empowering communities to adopt sustainable solutions, Paltic’s panels serve as sustainable alternatives to wood, marble, and terrazzo, representing durability, versatility, and aesthetic appeal. The story of Paltic began in July 2018, with the serendipitous meeting of Co-Founders Nivine and Hala whilst on a volunteering trip in Ghana. When the pair realised their shared passion for creating a global change, they took a risk and joined forces to begin their journey in social entrepreneurship. Before founding Paltic, Nivine spent several years at Ernst & Young as Senior External Auditor and at Philip Morris International, in various senior roles. Nivine tells us that her journey to becoming the CEO of Paltic has been shaped by a combination of extensive corporate experience, entrepreneurial drive, and a deep commitment to sustainability. Her previous roles at both Ernst & Young and Philip Morris International equipped her with a solid foundation in business strategy, operational efficiency, and financial acumen that has enabled her to succeed in the establishment of Paltic. “In 2019, I took a leap of faith by leaving the corporate world to co-found Paltic, driven by a desire to merge my professional expertise with my passion for social impact,” Nivine reflects. “I envisioned Paltic as more than just a business; it is a movement to promote circular economy principles, empower marginalised communities, and reduce environmental deterioration. “Coming from a corporate background, I had no experience in plastics, operations, or sustainability, but I embraced the challenge and learned everything we needed. On a technical level, it is a constant learning process. On the business side, my corporate background enables me to strategize, set clear goals, ensure financial sustainability, and position Paltic as a global leader in sustainable materials and technology. Every step, from corporate roles to grassroots initiatives, has prepared me to lead Paltic with purpose and resilience.” As the CEO of Paltic, Nivine’s leadership style is described as collaborative, transparent, and mission-driven, with a strong emphasis placed on empowerment, knowledge sharing, and continuous learning. Nivine strives to lead by example and works to foster a culture in which everyone feels empowered to contribute towards the team’s shared vision. To ensure alignment, Nivine consistently communicates Paltic’s vision and links it to the team’s day-today operations. “I prioritise knowledge sharing, encouraging the team to learn from each other and grow together,” she says. “I focus on clear goals, open communication, and regular feedback, ensuring everyone understands their role in achieving Paltic’s mission. By celebrating progress and maintaining transparency, I keep the team motivated and connected to the bigger picture, creating a sense of purpose and shared responsibility.” In regard to the bigger picture, Nivine tells us that she is focused on positioning Paltic as a leading brand in sustainable materials within the MENA region, with plans for global expansion on the horizon. For now, the company’s immediate priority is to solidify its presence within the UAE, which is quickly becoming a key hub for sustainability and green technologies. In the new year, the company will be launching new sustainable product lines, enhancing its manufacturing capabilities, and strengthening supplier relationships to ensure consistent supply and quality. As for Nivine’s personal development, she tells us that she plans to build upon her current success and continue expanding her leadership capabilities and industry knowledge. In addition to deepening her expertise in sustainability and green technologies, Nivine will be focusing on mentoring students on sustainable practices and real-world challenges through the company’s partnership with Columbia University’s Social Entrepreneurship class. This partnership allows Nivine to spread her knowledge and opens possibilities for future partnerships that will further strengthen Paltic’s impact across the globe. “My goal is to continue driving Paltic’s mission forward through innovation, collaboration, and sustainable growth,” she concludes, “ensuring our products and initiatives leave a lasting positive impact on both the environment and society.” Contact: Nivine Hachem Web Address: https://palticstudio.com/
Jul23121 MEA | Middle East CEO of the Year Awards 2024 7 Nov240743 Climate Change Solutions CEO of the Year 2024 (Egypt): Omar Ghaly The Egyptian Carbon Center, or ECC, was founded by CEO Omar Ghaly in April 2022, around six months before Egypt hosted the COP27 summit. Demonstrating the country’s commitment to addressing climate change, ECC initially started out working with the banking sector, before expanding into other segments of the market by securing clients across in industry and finance. Today partnering with a number of diverse organisations, ECC helps them to all measure, reduce, and offset their emissions. eading the charge in Egypt’s climate change efforts, the Egyptian Carbon Center delivers a range of solutions to a string of discerning clients, all of which are based around empowering them to manage their carbon outputs and lessen the environmental impact had by their operations. The comprehensive assessments carried out by the team identify the areas of businesses where the most impact can be had, before a series of tailored strategies are created to align an enterprise with current global sustainability goals. At the helm of this operation is CEO Omar Ghaly, who sees his responsibilities as being largely two-fold. First of all, Omar strives to bridge what he believes to be a big knowledge gap when it comes to climate change in the MENA region, helping business to understand exactly what is going on and why it is so important to act now. Omar’s second key area of focus involves overcoming the language barrier that exists, as although many people speak English as a second language, climate change is very much its own language. To make the process of understanding this simple for ECC’s clients, Omar likes to work with real examples, such as making short video clips that are published on the company’s social media pages and being involved in a podcast that engages stakeholders through quality ESG content. Initiatives like these have resulted in ECC being chosen as an ‘accelerator’ in the MENA race to zero campaign, which is a programme supporting the adoption of net-zero practices for SMEs operating across the Middle East and North Africa. Omar knows a great deal about this field, given his previous experiences in senior positions at a number of carbon-focused companies. For example, until late 2021, Omar was the CEO of MIDO – his family’s business – a role he took on in early 2018. Omar made the difficult decision to move on from the company after spending three-and-a-half years steadying its growth and preparing it to receive an IPO. This was made more difficult during the COVID-19 pandemic, but Omar’s success is a testament to his abilities. Having also played instrumental roles in a number of other businesses over the course of his career, including for a Kenya-based company that now does manufacturing coatings for the likes of cars and wood surfaces, Omar has come to realise that the customer is always king, no matter the nature of a business. In the case of ECC, this involves carefully listening to the client’s needs and assessing whether or not the team can help. Should Omar believe that a client is not in need of these services, he tells them so upfront. This is just one example of the transparency in effect across ECC, which is something that starts at the top with Omar and works its way down the company’s culture. Seeing himself as the leader of a team as opposed to the boss of individuals, teamwork and continuous learning are two of the elements prioritised in Omar’s leadership approach. Yes, a ‘corporate mode’ has its strengths, but by treating his employees well and prioritising their development – personally as well as professionally – ECC is able to thrive. Given that the industry is currently booming, ECC certainly has a bright future ahead of it, even if it is having to overcome the challenge of encouraging regulators to make the necessary mandates to encourage carbon footprint and sustainability reports. Besides navigating this challenge, the future for ECC is set to involve the development of carbon credits, as there are a lot of renewables currently being installed. Omar is working on several of these developments in Egypt, as well as a mobility project that is yet to be announced. Ultimately, through its diverse ESG-based initiatives, the Egyptian Carbon Center is paving the way for a greener and more sustainable future in the MENA region. For his vital work in achieving this, Omar Ghaly is a worthy recipient of this best-in-class award. Contact: Omar Ghaly Web Address: https://www.egyptiancarboncenter.com/ L
MEA | Middle East CEO of the Year Awards 2024 8 5 Simple Hacks Used by Every Successful CEO By Jeannette Linfoot, founder of business support platform, Brave Bold Brilliant he path to becoming a CEO is often seen as complex in the dynamic world of business, but beneath the surface of each triumphant leader lies a set of strategic hacks that consistently drive their success. While each CEO’s journey is unique, there are common threads that tie together their strategies for leading companies toward sustained growth and innovation. Here are five simple hacks that are integral to the playbook of every successful CEO. 1. Master the art of delegation The most effective CEOs understand their time is a finite resource. Therefore, they focus on high-impact activities and delegate everything else. This doesn’t just mean offloading tasks—it means empowering their teams and trusting their expertise. Delegation is about building a strong team and enabling them to take ownership of their responsibilities. This approach allows CEOs to maintain a strategic overview of the business rather than getting bogged down in day-to-day operations. For example, Sundar Pichai’s leadership at Google is marked by his ability to delegate effectively, allowing him to focus on the company’s long-term vision and innovation strategies. Successful delegation hinges on clear communication and setting expectations. By communicating the vision and goals clearly, CEOs ensure their teams are aligned and motivated. Regular check-ins and feedback loops are also crucial to ensure the delegation process remains dynamic and responsive to any changes in the business environment. 2. Embrace continuous learning In a world where change is the only real constant, successful CEOs are lifelong learners. They read voraciously, attend conferences, seek out mentors, and stay abreast of industry trends. Continuous learning enables them to anticipate market shifts, innovate continuously, and make informed decisions. Satya Nadella’s leadership transformation at Microsoft, for instance, was significantly influenced by his commitment to learning and fostering a culture of growth and innovation within the organisation. This commitment to learning extends beyond formal education. Many CEOs engage in learning through experience, experimentation, and reflection. They embrace new challenges, view failures as learning opportunities, and continuously seek ways to improve their skills and knowledge. This growth mindset not only enhances their leadership capabilities but also inspires their teams to adopt a similar approach to learning and development. 3. Prioritise mental and physical Health There is a strong link between a CEO’s performance and their well-being. High achievers prioritise their mental and physical health, understanding that they can’t lead effectively if they’re not at their best. Regular exercise, meditation, and adequate sleep are non-negotiables. Richard Branson, the founder of the Virgin Group, credits his high energy levels and productivity to his commitment to physical fitness, often stating that staying active is a key component of his daily routine. Beyond physical fitness, mental health is equally important. Many CEOs practice mindfulness and meditation to manage stress and maintain focus. Arianna Huffington, founder of The Huffington Post, has been a vocal advocate for mindfulness and well-being, highlighting the importance of sleep and stress management for effective leadership. By prioritising their health, CEOs can ensure they have the clarity and energy needed to lead their organisations successfully. 4. Cultivate a growth mindset A growth mindset is the belief that abilities and intelligence can be developed through dedication and hard work. This mindset fosters resilience and a love for learning – both essential traits for navigating the ups and downs of business. CEOs like Mary Barra of General Motors and Brian Chesky of Airbnb exemplify the power of a growth mindset. Barra has driven innovation and transformation at GM, embracing new technologies and sustainable practices, while Chesky’s approach to learning and adapting has allowed Airbnb to continuously evolve in the competitive hospitality market. A growth mindset encourages experimentation and risk-taking. It drives CEOs to challenge the status quo, explore new possibilities, and continuously push the boundaries of what is possible. This mindset not only fuels their personal growth but also creates a culture of innovation within their organisations. Teams are encouraged to think creatively, embrace challenges, and learn from their experiences, leading to a more dynamic and adaptive business environment. 5. Leverage technology In the digital age, leveraging technology is an absolute necessity. Successful CEOs use cutting-edge tools to streamline operations, enhance productivity, and gain a competitive edge. Whether it’s implementing AI for data analytics or using project management software to improve workflow, tech-savvy CEOs are always on the lookout for tools that can drive efficiency and innovation. Technology not only enhances operational efficiency but also enables CEOs to make data-driven decisions. By harnessing the power of data analytics, CEOs can gain valuable insights into market trends, customer behaviour, and operational performance. This allows them to make informed decisions that drive growth and innovation. Technology also facilitates better communication and collaboration within organisations, teams to work more effectively and respond quickly to changes in the market. Final thoughts These hacks are not just about improving productivity – they’re about cultivating a holistic approach to leadership that balances strategic thinking, personal development, and technological acumen. As a business leader or aspiring CEO, integrating these hacks into your routine can set you on a path to success. Remember, the journey to becoming a successful CEO is a marathon, not a sprint. Stay committed, stay curious, and above all, be brave, bold, and brilliant. T
MEA | Middle East CEO of the Year Awards 2024 9 By Ian Nicholls, CEO of Explic8 No matter your industry, delivering exceptional customer experiences should be a top priority for every business. If you fail to meet rising customer expectations, your company is at risk of being left behind but, by embracing customer experience [CX] transformation, you can not only gain a competitive edge but also build long-term customer loyalty and brand equity. A customer experience transformation goes far beyond just tweaking processes or adding a few new tools. It involves rethinking the way your entire organisation interacts with customers, from the first touchpoint to long after the sale. Here’s how to lead your organisation through a successful customer experience transformation. Start with the customer journey To build a truly customer-centric organisation, you first need to gain a deep understanding of the entire customer journey. This involves identifying pain points, recognising where expectations aren’t being met, and pinpointing opportunities to exceed customer expectations. According to PwC, one in three customers will leave a brand they love after just one bad experience. So, it’s essential to invest in customer journey mapping tools and conduct thorough customer research. Additionally, implementing real-time feedback mechanisms can help your business stay in tune with evolving customer needs, ensuring you can adapt and respond quickly. Create a cross-functional customer-centric culture Customer experience is everyone’s job, and not just the responsibility of your customer service or marketing teams. For a CX transformation to truly be successful, you need to have buy-in and participation from all departments, from HR to finance and product development. Operational excellence can help with crossfunctional collaboration by ensuring processes are streamlined, aligned with customer needs, and capable of being executed efficiently across departments. Encourage collaboration and break down barriers by holding regular cross-departmental workshops and aligning on shared CX metrics. In addition, empower employees at all levels to take ownership of the customer experience, ensuring everyone understands their role in delivering exceptional service. When each department works in harmony towards a common CX goal, it creates a unified, customerfirst culture that drives long-term success. Leverage technology to enhance CX Technology is one of the driving forces behind a successful CX transformation, and digital tools like CRM systems, AI-driven analytics, chatbots, and self-service portals can enable your company to deliver faster, more personalised services, improving efficiency and customer satisfaction. However, technology alone isn’t enough. It must be seamlessly integrated into the broader CX strategy and aligned with human interactions to create a truly cohesive and frictionless experience for your customers. The key is to ensure technology enhances, rather than replaces, the human touch. Invest in the right tech stack, focusing on tools that support automation, data collection, and personalised engagement. By doing so, you can empower your teams with the insights and capabilities they need to respond to customer needs more effectively. Invest in employee training and engagement Employees are the frontline of your customer experience, and when they are engaged, empowered, and equipped with the right skills, they are more likely to deliver exceptional service. According to Gallup, companies with highly engaged employees see 21 per cent higher profitability, 17 per cent more productivity, and 10 per cent higher customer ratings. This highlights the importance of providing ongoing CX training for employees, covering everything from communication skills to empathy training and technical product knowledge. In addition, create feedback loops where employees can share insights on customer pain points, as they often have the most direct connection to customer needs. Data-driven decision making To drive continuous improvement in customer experience, your business should leverage data to make informed decisions. Customer feedback, survey results, sales data, and behavioural analytics provide invaluable insights into areas where your customer experience is thriving and where there’s potential for improvement. Establish a system for collecting, analysing, and acting on customer data. Implement feedback tools such as Net Promoter Score [NPS] surveys or Customer Satisfaction [CSAT] surveys to gather actionable insights, and then use that data to refine and optimise your processes. According to PwC, 59 per cent of customers will stop doing business with a company after multiple bad experiences. This makes it crucial to continuously assess the customer journey and take proactive steps to improve every touchpoint. Data-driven decisions enable you to stay ahead of customer expectations and build long-term loyalty. Empathy and personalisation are key Today’s consumers expect brands to not only understand their needs but to anticipate them. They want relevant content, offers, and interactions at every touchpoint, and this requires both human empathy and sophisticated data systems. Use customer data to create personalised experiences across all your channels, whether that’s through personalised email campaigns, dynamic web content, or tailored recommendations. Personalisation efforts are not only appreciated by customers but are also proven to drive results. According to Epsilon, 80 per cent of consumers are more likely to purchase from a brand that offers personalised experiences. By integrating empathy with data-driven personalisation, you can build stronger connections with your customers and create a more impactful, memorable brand experience. Measure and continuously improve CX transformation is an ongoing journey, and the most successful businesses are those that commit to continual assessment, optimisation, and improvement. Whether it’s improving response times, streamlining processes, or addressing customer feedback, creating a culture of continuous improvement will ensure your organisation doesn’t stagnate. Establish key performance indicators [KPIs] related to customer experience, like customer satisfaction scores, customer lifetime value, and first-contact resolution rates, and monitor these metrics regularly. Final thoughts To successfully lead your business through a customer experience transformation, you must have a clear vision, a well-defined strategy, and flawless execution. Prioritise empathy, collaboration, and continuous improvement to ensure your company not only meets but exceeds customer expectations. This approach will create a stronger, more resilient organisation, positioning you for sustained, longterm success. By embracing a customer-first mindset and aligning every part of your business around delivering exceptional experiences, you’ll distinguish your brand while building deep customer loyalty. This, in turn, will transform your customers into passionate advocates who champion your business for years to come. How to Lead Your Organisation Through a Customer Experience Transformation
MEA | Middle East CEO of the Year Awards 2024 10 Jul23190 Nov24070 Attracting and Retaining a MultiGenerational Workforce: How to Create an Inclusive Employee Experience Today’s workforce is the most age-diverse ever witnessed, with four, sometimes five, generations working side by side, ranging from Baby Boomers to Gen Z. While the diversity in people’s backgrounds and skills can be really valuable, it also presents challenges for businesses looking to attract, engage, and retain talent across different age groups. In an era of ongoing talent shortages, companies that effectively foster an inclusive environment for employees at all stages of their careers will thrive. But how do you create an employee experience that works for everyone? Here, we’ll look at ways businesses can attract and retain multi-generational workforce. Tailored Recruitment Strategies When it comes to attracting talent, businesses need to adopt targeted recruitment strategies that appeal to different generations. For younger generations, job searching starts online, and they often rely on platforms like LinkedIn, Glassdoor, and even TikTok. Companies should invest in a strong online presence, highlighting their culture and values through social media, employee testimonials, and videos that show what life is like inside the company. To engage Gen Z, emphasise career growth and development opportunities. Highlight mentorship programmes, training and development, and lateral career paths that offer variety and challenge. For older generations, focus on job stability, retirement benefits, and opportunities to mentor younger employees. Many Baby Boomers want to stay active in the workforce, but they may be more selective about where they choose to work based on the company’s culture and respect for their expertise. Creating a Culture of Inclusion Inclusivity is a fundamental part of retaining a multi-generational workforce, with employees being more engaged and satisfied when they feel seen and valued. By encouraging collaboration between generations businesses can break down stereotypes and allow employees to learn from each other. Initiatives like cross-generational mentorship programmes or project teams that mix experience with fresh perspectives can foster a more cohesive workplace. By offering flexibility, businesses can attract and retain a broader talent pool. Gen Z and Millennials might want remote work options or non-traditional hours, while Baby Boomers might value phased retirement plans or reduced hours. While Millennials and Gen Z value continuous feedback and recognition, older generations appreciate structured performance reviews. Having a blend of informal check-ins and more formal evaluation methods ensures everyone feels supported. Wellness Strategies for Everyone Employees expect companies to care about their mental, physical, and emotional health. However, different generations have different wellness needs, so companies need to offer a range of wellness programmes that cater to this. Ben Mercer of Leisure Lakes Bikes, the UK’s leading road bikes supplier, says: “One great way to promote wellness for employees of all ages is the Cycle to Work scheme. Not only does it encourage people to stay active but also helps the environment and allows for tax-free savings on bikes and accessories, meaning younger employees can save money and help the environment, while older employees can benefit from staying active.” Investing in Continuous Learning Continuous learning is essential to keeping employees engaged and motivated, regardless of age. Baby Boomers and Gen X, for example, may want to keep their skills relevant as the workforce evolves, while Millennials and Gen Z are eager to learn and advance in their careers. Also, mentorship programmes, pairing younger employees with seasoned professionals, can create a culture of learning and knowledge transfer. Younger generations benefit from the wisdom of experience, while older employees stay connected to the fast-changing work landscape. In today’s talent-short market, it’s not just about hiring people—it’s about creating an environment where everyone can thrive, no matter what stage of life they’re in. By offering tailored recruitment strategies, crossgenerational collaboration, wellness initiatives, and continuous learning opportunities, businesses can engage employees at every stage of their careers.
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