MEA UAE Business Awards 2017

34 MEA MARKETS / UAE BUSINESS AWARDS 2017 , Ethos Integrated Solutions is a leading consultancy service supporting a wide range of clients around the world. We profile the firm to find out more about the range of solutions it offers. Leading Experts in Customer Service Solutions 2017 - UAE Founded in the UK in 1995 by Mr. Robert Keay, Co- Founder of TICSI ‘The International Customer Service Institute’, Ethos Integrated Solutions was established in Dubai in 2003 under the name Ethos Consultancy, with a core focus on customer service measurement such as mystery shopping and surveys. Later the firm expanded into consultancy, training and software solutions assisting companies from various business sectors including government, banking, retail, healthcare and others. Since inception Ethos has assisted their clients to develop and deliver exceptional customer experience, the business strategy is led by an innovation team who is responsible of new product development aiming to offer services globally through state of art technology, innovation and partnership. The firm has an experience of serving 258 organizations, running over 1,000,000 surveys, and over 600,000 Mystery Shopping assignments and training over 300,000 employees. This huge experience in UAE and GCC market helped distinguishing the company among their competitors, in addition to the annual BBI study (Banks Benchmarking Index), and the annual Service Olympian Awards which are conducted to honour the organizations that focus on the customer service and journey improvement. Recently the firm has been expanding globally through partners in UK, India, Australia, and south Africa, there is a continuous expanding in terms of services provided and locations covered. The type of service provided and the solutions created does not require physical offices everywhere as it can be managed online. Ethos consultants covers the MENA region by travelling when needed. What sets the firm apart is that there are no other consultancy companies in the region that offer A-Z solutions from measuring customer experience to consultancy to training and software, Ethos developed various software solutions that assist companies measuring, analysing, and improving their customer experience. These solutions include the ultimate mystery shopping, surveys, and happiness tracking software, KnowledgeTRAK, which provides a fast and easy way to create surveys that can be accessed online, as well as offline. It also allows you to use numerous fully customisable templates, and for a flat rate you can create an unlimited number of surveys. KnowledgeTRAK is a unique, multi-purpose software solution designed to collect, report, analyse and share real time Voice of Customer feedback! KnowledgeTRAK links companies to a large pool of mystery shoppers and researchers and allows them to create and run any type of Survey or Mystery Shopping assignment. KnowledgeTRAK is available in self-service or fully managed mode. Its unique mobile and online capabilities will allow you to get to know your business through your customer’s eyes, by creating any type of survey or mystery shopping assignment to capture, report, analyse and share the Voice of your Customers in real time. The software has a large database of mystery shoppers and researchers who will help you gather and analyse ‘real-time’ feedback on your products and service delivery directly from the convenience of a Smartphone application. Get real-time results as they come in and generate any type of report through industry-leading reporting capabilities. Clients can use KnowledgeTRAK’s advanced analytics to create eye-catching presentations, highlight performance trends and create follow up actions. In addition, customer experience journey mapping software, MAPOVATE enables organizations to identify the path their customer take interacting with them and visualize their customer journey so that the organization can follow, analyse and gain insights on the moments that influence purchase decisions and build loyalty with their brand. It also helps organizations to understand UA170099 the “pain” points that defect customer’s experiences, and turn them into opportunities that differentiate their brand among competitors. It’s the world first dynamic customer journey mapping tool with real time voice of customers analytic. Completing the suite of solutions is social media sentiment analysis software, ServdaQ has been developed to provide organizations with the date, knowledge and competitor information on “Customer Sentiment” allowing organizations to improve their Social Media footprint, tracking 100,000+ websites in more than 196 countries and 80 languages in real time including social media websites, Twitter, Facebook, Tumbler, Instagram, Pinterest, YouTube, LinkedIn, blogs, forums, and News websites. It also provides monthly Reporting, Analysis and Recommendations. Fundamentally, innovation and creativity is not only about developing new products or services, but about creating a culture that can lead to several ways that can improve your business. The tools of capturing feedback from internal and external customers along with the innovation and creativity toolkit are the main means of developing and maintaining an innovative culture. Innovation and creativity can be achieved through the