Featured

Diversity Management in Middle East and Help Center Outsourcing

Usman Ghani (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

Usman Ghani (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!

Usman Ghani (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

Usman Ghani (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

Usman Ghani (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

Courier Service Giant looks at Drivers Within

Usman Ghani (February 27, 2013)

Largely affected by the economic recession, the courier service industry has struggled with profitability and growth. While domestic inflation and FOREX remains an issue, the increasing transportation and mileage costs have diminished margins worldwide. According to IBISWorld’s 2013 Global Courier & Delivery Services global market research report, industrial revenue has remained stagnant, growing at annualized … Continue reading Courier Service Giant looks at Drivers Within

Customer Service in Emirates – A Challenge in a Diverse Culture

Usman Ghani (February 27, 2013)

Customer service plays a vital role in today’s highly competitive market. Between the ever increasing demand and heightened customer expectations, an organization must be able to identify market trends, buyer behaviors and key performance indicators in order to remain competitive and fulfill customers’ expectations at the highest level. An emphasis on customer service is therefore … Continue reading Customer Service in Emirates – A Challenge in a Diverse Culture

Abu Dhabi Takes The Spotlight At World Travel Market

Usman Ghani (January 6, 2013)

At the recently held World Travel Market in London it was Abu Dhabi in the limelight throughout. Abu Dhabi has recently taken gigantic strides in the Travel Industry Market. They have an ever growing range of tourist attractions to match their equally rich heritage. Abu Dhabi has managed to recreate it’s tradition through the help … Continue reading Abu Dhabi Takes The Spotlight At World Travel Market

CABSAT: World’s Third Largest Digital Media Convention Making Ripples in the Region

Usman Ghani (January 3, 2013)

The largest based media event in the Middle East and North Africa region is called CABSAT (Cable and Satellite Exhibition). This event is held on an annual basis and the upcoming one this year is said to be better than ever before. The 19th edition of CABSAT 2013 is being held at the Dubai Trade … Continue reading CABSAT: World’s Third Largest Digital Media Convention Making Ripples in the Region

Online Purchasing Hightailing Traditional Shopping

Usman Ghani (January 1, 2013)

Recent times have seen the use of internet grow substantially among the world’s population. The fact that more and more people have started going online for one reason or the other is hardly surprising given the statistics over the past few years. Currently the world registers over 2.2 billion internet users throughout. Global E-commerce revenue … Continue reading Online Purchasing Hightailing Traditional Shopping