Ziad El-Batal

VP Customer Experience
Leading STC's Customer Experience / Digital, Contact Centers and Billing. The fixed business (marketing and sales) was led by Ziad during the previous org structure. STC is one of the leading telecommunications companies in the world, with a $40B market cap. As one of the top management consultants, Ziad has been supporting over 40 large clients (mainly in telecom sector), around the globe, 1999-2013: - A multitude of large telcos in Europe, Middle East, North Africa, and Asia - The largest 2 internet service providers in the world - Several governmental institutions in Europe, North Africa, and the Middle East - Large American and European electronic suppliers, European energy suppliers, and a large bank. Area of expertise in B2B and B2C: Strategy & Transformation, PMO & Strategy Execution, Product Development & Innovation, Digitization & Self-Service, Customer Care, Customer Experience, Customer Value Management, Loyalty & Retention, Cost Reduction, Marketing & Sales, Infrastructure Planning & Deployment, Wholesale & Regulatory, Partnerships & Outsourcing, National Telecom Sector Programs, and M&A / Investment Strategies. Established a special reputation in managing the fixed telecom business for different operators in Europe and the Middle East. Developed advanced first-time services in the Saudi market, such as IPTV, FTTH with speeds up to 200 Mbps, Fixed-Mobile-converged products, double/triple/quadruple play bundles, online portal as well as many B2B services. Ziad proved a successful management of a large team (5,000+), leveraging his strong leadership, communication, motivation, analytical, influencing and political skills. Won a series of international awards, based on world-class achievements in Digitization and CX (i.e. high rates of self-service channels for customer transactions, social media e-care transactions', paperless bills, calls reduction, cost reduction, and immense productivity boost).