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CELCOM’S DRIVE FOR AWESOME CUSTOMER EXPERIENCE WINS MULTIPLE AWARDS


KUALA LUMPUR, 2 JULY 2018 – Celcom Axiata Berhad has won multiple awards
recognizing the implementation of multiple initiatives and its positive impact on
delivering an awesome customer experience to its customer base.

At the recent Frost & Sullivan’s 14th Annual Malaysia Excellence Awards event held at
Hilton Hotel Kuala Lumpur on 26 June 2018, Celcom was recognised with two award
wins for its Customer Experience achievements in the Telecommunications Industry:

 Excellence in Customer Experience – In Store Experience, 2018
 Excellence in Customer Experience – Contact Centre, 2018

In addition, Celcom received for the fifth consecutive year, the Telecom IoT Service
Provider of the Year award.

On the same day, Celcom was also recognised regionally being among the leading
players in with the Best Customer Service 2018 award by TelecomAsia on an event
held in Singapore.

Celcom is focused on delivering an awesome customer experience as the key anchor
point of its strategy. While digitising its operations to enrich customer experience is still
an important agenda, Celcom realised that the conventional touchpoints are still the
preferred channels for selected group of customers. Therefore, its key initiative had
included the revamp of its Celcom bluecube stores with a new and fresh look as well
as new experiences for its customers, simplification of processes and empowering
employees in customer facing roles at its contact centres or a revamped training
agenda for its agents in both retail shops and contact centres to provide for better
experiences.

This is part of a broader initiative set across the company that includes other areas
such as Celcom’s Social Media Experience Hub, or the launch of a state-of-the-art
Intelligent Virtual Agent service.

Michael Kuehner, Chief Executive Officer of Celcom Axiata Berhad, said that local
and regional industry recognition for its customer service is the result of Celcom’s
ongoing initiatives in accelerating Celcom’s customer focused agendas.

“This is indeed a momentous accolade for us as we continue our transformation
journey towards becoming an agile company. It is also recognition for the outstanding
performance and dedication of every Celcom employee. We will continue to be
innovative and create more awesome moments for our customers.”

Commenting on Celcom’s reigning title for IoT Provider of the Year, Michael Kuehner
added, “We are proud to be recognised as an industry leader and a contributor to
the nation’s development in multiple industries and business segments. Celcom
remains committed to delivering optimum IoT experience so that our customers will
benefit from enhanced business productivity and operational efficiency.

“We would also like to thank the 9.6 million customers for being a part of our journey
by providing us with their unwavering support. We are where we are today because
of them,” Michael concluded.
Source Celcom Malaysia

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