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Diversity Management in Middle East and Help Center Outsourcing

(April 2, 2013)

Despite the political unrest in the region, Middle East (ME) continues to show positive trends of economic growth and recovery. While IMF revised their world economic outlook estimates from October last year, ME will continue to outdo emergent and developed economies of the Eurozone. By allowing the development of ‘free zone’ areas, ME is also … Continue reading Diversity Management in Middle East and Help Center Outsourcing

The Brave New World of In-Flight Customer Service

(March 14, 2013)

From introducing Twitter bots for checking flight status, to launching the luxurious Airbus A380, every innovation in airline industry seems like a tough act to follow and yet many wondrous visions wait in the line, just to be articulated at the right time. Airlines may offer all the conveniences in the world at 33,000 feet … Continue reading The Brave New World of In-Flight Customer Service

The Contingency Plan: Not Enough for Tarmac Delays!

(March 14, 2013)

From JetBlue coming under fire for its outrageous 7-hour flight delay, to the 150 turtles that were responsible for lengthy holdup at the JFK airport for crossing the runway, to some irate Chinese passengers assaulting the crew after being stuck on the airplane too long, we are all familiar about tarmac delays and how tormenting … Continue reading The Contingency Plan: Not Enough for Tarmac Delays!

The Frequent Flyer Privilege

(March 13, 2013)

In early 80s when American Airlines introduced its customer loyalty and reward program, food was awful, seats were uncomfortable and margins were sky high. The frequent flyer privilege translated into a meager ticketing discount and a booking priority, no member-only queues, no alliance (air travel) network deal, no dedicated support and no executive lounge. Today, … Continue reading The Frequent Flyer Privilege

Employee Empowerment Credo still Non-existent in UAE Service Sector

(February 28, 2013)

There is no doubt that UAE’s remarkable economic and social infrastructure has helped it to become one of the most influential countries in the region. With the 7th highest per capita income in the world, UAE thrives in the retail and service industry. However, one thing that may be thwarting organizational excellence is the lack … Continue reading Employee Empowerment Credo still Non-existent in UAE Service Sector