Corporate Vision Issue 10 2018

14 CORPORATE VISION / Issue 10 2018 , 1810CV28 Ethos is an award-winning company that was started as a UK based company in 1995, established in Dubai early in 2004. Following their success in the 2018 Corporate Excellence Awards as theMost Outstanding Customer Service Solutions Provider 2018 - Middle East, we profiled the firm to discover more about how they have established themselves as leaders within such a dynamic industry. Experience. Knowledge. Excellence. Ethos has assisted hundreds of clients to develop and deliver exceptional customer experiences. The company consistently develops leading edge solutions to assist clients to deliver customer experi- ence excellence. Ethos including Dubai SME Top 100 companies for two consecutive periods in addition to many other awards won locally and globally. In addition to being the exclusive partner for TICSI (The International Customer Ser- vice Institute) in the Middle East. With a vision to become the lead- ing global provider of “integrated customer service solutions” and a mission to provide profitable, innovative and quality solutions, as well as unparalleled customer service, the team at Ethos strive to gain the respect and trust of their customers, suppliers, partners and stakeholders and by developing and adopting their five core values: Leadership, Teamwork, Timeli- ness, Honesty and Respect. The Founder and CEO Mr. Robert M. Keay (co-founder of TICSI) recently published a new book “Customer Happiness on the Horizon” which helps organisations understand the value customers place in their experience and how some parts of the customer experience journey have more value to the customer than other parts. The book defines customer happiness, as well as the value moments and how to determine these. Then, it focusses on how to measure customer happiness and to understand how organisations can best prepare themselves for providing a happier customer experience through 5Ps and CEM frameworks. Mr. Keay introduced Customer Experience and CX journey map- ping and for the first time “dynamic journey mapping”, where readers get to understand how customer happiness will impact on profits. Finally, he explains how happy employees impact and influence customer happiness, and how best to improve employee happiness through techniques and tools he has used before, finally how best to measure employee happiness in addition to a number of improve- ment tips, tools and techniques are included within the book. The author has himself almost 30 years’ experience as a consultant and trainer throughout the world and he has utilised that experience to produce a book of value. Address: Suite No 301 Ibn Battuta Gate Offices 75745 Dubai United Arab Emirates Web Address: www.ethosplc.com