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WE’RE NOT JUST A CONTACT CENTER
RAYA’S GRAND TRANSFORMATION TOWARDS CX EXCELLENCE
Throughout the journey of exerting every effort in establishing itself as a global '<PIEHIVXLIGSQTER]MWTVSYHXSƼREPP]ERRSYRGIMXWKVERHXVERWJSVQEXMSRJVSQ RAYA Contact Center (RCC) to RAYA Customer Experience (RCX).
%WXLIGSQTER]Ƽ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ƅWYPXMQEXIKSEPMWXSGVIEXI ZIVWEXMPMX]SJ&43WIVZMGIWƅGLERKIWERHI\TERHXLI HIPMKLXJYPI\TIVMIRGIWJSVMXWFYWMRIWWTEVXRIVW GSQTER]ƅWHMKMXEPGETEFMPMXMIWEGGSVHMRKP]8LIZIVWEXMPMX] SJXLI&43MRHYWXV]LEWWXVIRKXLIRIHMXWKPSFEPQEVOIX %LYKIFYWMRIWWXVERWJSVQEXMSREWWYGLLEWLEHER KVS[XLEWWIZIVEPIRHYWIMRHYWXVMIWMRGPYHMRKFEROMRK SRKSMRKWXVEXIK]MRTPEGIXLVSYKLSYXXLITEWXGSYTPISJ ƼRERGMEPWIVZMGIWLIEPXLGEVIERHQERYJEGXYVMRKIQTPS] ]IEVWERHMX[EWKPSFEPP]VIGSKRM^IHF]XLI+YPJ'YWXSQIV 'YWXSQIV)\TIVMIRGI '< WSPYXMSRWMRWSQIGETEGMX] )\TIVMIRGI%[EVHW +'<% ƄERHXLIGSQTER]LEW[SR XLI+SPH%[EVHJSV'<MR8MQIWSJ'VMWMWERH7MPZIV%[EVH %WEVIWYPX6%=%'<LEWWIM^IHXLISTTSVXYRMX]XS MR'<8IEQSJXLI=IEV MRXVSHYGIMXWS[R'<HMKMXEPGETEFMPMXMIWERHXSSPWXLEX WYTTSVXTVSZMHMRKXLIRIIHIH'<WIVZMGIWSREKPSFEP WGEPI%'<JSGYWIHWXVEXIK]TYXWGYWXSQIVWEXXLI It is an honor to be awarded GIRXIVSJHIGMWMSRQEOMRKƂEWSTTSWIHXSJSGYWMRKSR the Gold Award for CX in Times TVSƼXWEFSZIEPPIPWI-RSXLIV[SVHWMXMWEPSRKXIVQ WXVEXIK]FEWIHSRVIƼRMRKEPPXLIMRXIVEGXMSRWFIX[IIR of Crisis, recognizing our hard XLIGYWXSQIVERHXLIGSQTER]XSHIZIPSTYRJEMPMRKFVERH work during COVID-19. It is a PS]EPX]ERHFYMPHXVYWX foundational cornerstone for our -XMWJEMVXSWE]XLEXXLI6''XS6'<XVERWJSVQEXMSRRSX CX transformation journey. I give SRP]WXIQWJVSQI\IVXMRKPIEHIVWLMTMRXLI'<WTIGXVYQ wholehearted thanks to my team, FYXS[RIVWLMTSZIVZEVMSYWRI[6'<EYXLIRXMGHMKMXEP and the judges, of course.” WSPYXMSRWPMOIXLIEPPMRSRI6'<'SRRIGX3XLIVXLERFIMRK 4'-(77GSQTPMERX6'<'SRRIGXLEW%4-XLMVHTEVX] Ahmed Refky MRXIKVEXMSRW[MXLQSWX'61TVSHYGXW[LMPIQEMRXEMRMRK RAYA CX CEO WIGYVMX]MRGVIEWMRKGSPPEFSVEXMSRERHHIPMZIVMRKXMQIP] FYWMRIWWMRWMKLXW 6%=%'YWXSQIV)\TIVMIRGISV6%=%'<MWRS[GSQQMXXIH &]GSQFMRMRKSYVGSVIWIVZMGIWERHXLIMRHYWXV]PIEHMRK XSWLS[MRK'<I\GIPPIRGIMREPPSJXLIWIVZMGIWMXTVSZMHIW HMKMXEP'<XSSPW[ISJJIVJYXYVITVSSJGYWXSQIVGIRXVMG SREPPEWTIGXWJVSQ'<1EREKIQIRX7SPYXMSRWERH(MKMXEP WIVZMGIW[LMPIHIZIPSTMRKEGSQTVILIRWMZIWYMXISJ 7SPYXMSRWXS'EPP'IRXIV7IEX0IEWMRKERH,63YXWSYVGMRK
Advertorial COMBATING NON-COMMUNICABLE DISEASES TO REDUCE COVID-19 DEATHS Viatris Signs Memorandum of Understanding with The Defeat NCD Partnership at the United Nations Institute for Training and Research (UNITAR)
Viatris Inc. and The Defeat-NCD Partnership Other insights from the report (DNCD) at the United Nations Institute for Training and Research (UNITAR) signed a memorandum include: of understanding (MoU) to continue cooperating via joint programs and initiatives to identify the • Governments are diverting resources from NCD impacts of non-communicable diseases (NCD) on care to COVID-19 mitigation, despite 60% to 90% COVID-19 patients. The cooperation will enhance of COVID-19 patients with NCD dying. care policies for prevention and treatment, mainly • COVID-19 exacerbated the progression of pre- in low- and middle-income countries, to meet UN existing NCDs in survivors. It also caused NCD Sustainable Development goals (SDG 3.4). The infections in COVID-19 patients that didn't suffer aim is to reduce NCD mortality by a third by 2030. from other diseases. "Collaboration with reputed private sector • Analysis of the increased burden on over- healthcare companies forms an integral part of the stretched health systems in low- and middle- solution to address the challenges faced by NCD income countries found that there is an increase of patients, especially in low resource settings. We 10.4% in COVID-19 deaths per 1,000 people for welcome Viatris joining the Partnership's efforts every additional NCD death. and supporting our mission globally," said Mukul • Shortages of medicine, diagnostics, and tech- Bhola, Chief Executive Officer of The Defeat-NCD nologies are among the most common reasons for Partnership at UNITAR. delayed, reduced, or canceled NCD treatments That collaboration was discussed at a panel dis- during this pandemic. cussion that DNCD organized, called "Uninterrupted Health Services for NCDs during Menassie said: "The Memorandum of the COVID-19 Crisis." It was held on the sidelines Understanding agreement with UNITAR for The of the 74th World Health Assembly, calling on gov- Defeat-NCD Partnership is an agreement that ernments to ensure uninterrupted NCD care dur- ensures our commitment to achieving the UN's ing challenging times where political commitment SDGs of reducing NCD mortality by a third by is even more needed. 2030. That enables all low-resource countries to The latest research report The Economist scale up their action against NCDs." Intelligence Unit (EIU) and DNCD co-authored focuses on the implications of NCD care policies on COVID-19 disease management. It collated global data to prove a positive correlation between NCD mortality rates and COVID-19 case fatalities. That was a study that Viatris was proud to support while giving authors the autonomy they required. Menassie Taddese, President of Emerging Markets at Viatris, attended the event where she shed light on the research and what it means for Viatris. "With 85% of NCD deaths taking place in the 125 emerging markets, our scientists, medical professionals, and regulatory experts are working hard to ensure vulnerable communities have access to vital healthcare," said Taddese. AmCham Career Development Center
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Editor’s Note In Person 12 In Depth Emerging 14 Viewpoint Trends 22 If content is king, 18 Targeting
promotion is queen 'targeted ads' 28 Homemade fix Cover Design: Local experts talk about Can Egypt’s soon-to-be- for supply chain Nessim N. Hanna branding Egypt as a tourist implmented Data debacle Privacy Law stop your destination. data from being sold?. Can Egypt-based Brimore’s innovative model solve local logistics problems?
16 In Brief A special round up of the In Focus latest local news.. 36 Digital vaccine passports: a quantum leap for health technologies
At a Glance 38 Decoding the economics of COVID-19
Market Watch 40 Back to square one The Chamber 46 Events 52 Member News American Impact Highlife 34 Big government: Media Lite The return 42 Day at the museum The U.S. government bets Visiting the National 56 An irreverent it can spend its way out of Museum of Egyptian glance at the press the pandemic. Civilization
10 ! " # $ %#& " ' " Editor’s Note
Director of Publications & Research Khaled F. Sewelam INNOVATE OUT Acting Managing Editor Tamer Hafez
OF A PANDEMIC Contributing Editor Kate Durham
Since March 2020, almost everyone has been wondering when the pandemic Consulting Editor will end. And, more importantly, what would it take for it to end. Nearly 14 Bertil G. Peterson months later, most are looking ahead, despite the long shadow cast by COVID-19. Senior Writer Ola Noureldin Environmentalists and experts are warning of the next crisis: climate change. Or at least the pandemics and crises that could happen because Writers of rising temperatures and pollution. They talk of expediting innovative Adam Skaria eco-solutions and more aggressive government policies. Nada Naguib
Meanwhile, those capitalizing on opportunities during the lockdowns Creative Manager will likely continue to innovate, changing the meaning of the "new nor- Nessim N. Hanna mal." That should have a domino effect on other sectors, which will find new ways to do business, and individuals who will demand new services Senior Graphic Designer Emy Emile based on those innovative solutions. Other drivers for innovation include governments distributing "free Graphic Designer money" to people and leading the way for investments in new technolo- Verina Maher gies to recover from recessions that in some places reached double digit Advertising & Business Development Director percentage drops during 2020. Check out our American Impact section to Amany Kassem learn what the United States is doing to boost spending. Egypt is on a fast track when it comes to digital solutions for incumbent Business Development Coordinators problems of small-scale businesses. See Emerging Trends for details about Farah Abdelkader, Farah Diab Mona Hassan, Menna Mohie ElDin one company that is streamlining and stabilizing logistics for SMEs. The Sarah El Ayoubi, Ali Youssef government also is working to rein in the dark side of such a fast-paced shift: See our In Depth section for more about Egypt's new data privacy law Photographers that the government will fully implement next year. Karim el Sharnouby Said Abdelmessih Aside from technology innovations, new thinking is evident in this month's In Person section, where marketers consider lessons from Egypt's Production Supervisor Golden Parade event in preparation for the opening of the Grand Egyptian Hany Elias
Museum. Speaking of new attractions, our High Life section takes us on a Market Watch Analyst tour of the National Museum of Egyptian Civilization, the new resting place Amr Hussein Elalfy of the royal mummies. The challenges arising from all this innovation are complex. The first is Chamber News Contacts whether those high-flying ideas will stick with consumers or become fads. Nada Abdalla, Azza Sherif, Susanne Winkler While innovation brings solutions, it also creates unexpected risks for the government, companies and individuals. Finally, obtaining financing will be more challenging as innovators and entrepreneurs continue to churn out new ideas. U.S. address: 2101 L Street, NW Suite 800 • Washington, D.C. 20037 Please forward your comments or suggestions to the Egypt editorial office: Business Monthly American Chamber of Commerce in Egypt 33 Soliman Abaza Street, Dokki 12311 • Cairo • Egypt TAMER HAFEZ Tel: (20-2) 3338-1050 • Fax: (20-2) 3338-0850 E-mail: [email protected] Acting Managing Editor www.amcham.org.eg/bmonthly
@BusinessMonthly Eg @BusinessMonthly @BusinessMonthly
12 Tomorrow belongs to those who are ready to embrace it.
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A NEW START
Iam honored to receive the confidence of AmCham members for a second term, which I accept as a challenge, a responsibility and a commitment. Trust me, it’s not a joy ride. I sincerely hope that I will be able to meet your expectations, which I surely can with our members’ support and our brilliant executive team.
These are challenging times for the world and notably for Egypt. We had barely started to stabilize our economy after tough reforms, and then we were hit with COVID-19. As we move forward and past the pandemic, we see the importance and urgency of implementing the government’s second reform program, emphasizing the role of the private sector in leading the economy—a role that has been severely compromised since 2011. We are banking on this message and the required momentum to accelerate the pace of reform.
We as the private sector are ready and waiting in anticipation for the government to cut through the red tape and clear out the clutter of bureaucracy, so that we can assume our role in helping the economy reach its full potential. This is a task that can only be done hand in hand with the state of Egypt.
As AmCham’s newly elected Board, our mandate for the new term is to cooperate closely with the decision makers to push forward with the reforms needed to restore Egypt as the economic power of the region.
TAREK TAWFIK President, AmCham Egypt
14
EGYPT RANKS TOP IN MENA REGION IN AT KEARNEY'S GLOBAL SERVICES LOCATION 2021 INDEX Egypt retained its position as the most attractive outsourcing and THE offshore operations in the MENA region, ranking 15th in global manage- ment consultancy AT Kearney's Global Services Location Index (GSCI) 2021. Egypt was the only MENA country to make it to the top 20 of the index. The UAE ranked 25th and Turkey 26th, according to the report. Overall, Egypt fell one place from 14th a year earlier. The index, which looks at the viability of 60 countries as outsourcing destinations, NEWSROOManalyzed 47 metrics across four main categories. The relative weights of each metric are based on their importance derived from client experiences and industry surveys. The four categories are financial attractiveness (35%), people skills and availability (25%), business environment (25%), and digital resonance (15%). The global index noted that Egypt is a unique location due to its financial attractiveness, offering competitive compensation and low infrastructure costs. The report also highlighted the govern- ment's progress in developing the ICT sector. The index put Egypt before some European service locations like Germany, Portugal, and Bulgaria. Ranked higher are Poland (14th), Colombia (13th), and Estonia (12th). The index indicated that India, China, and Malaysia continue to rank in the top three globally. Egypt's advantages over the three countries ahead of it in the ranking include having a financially attractive multilingual talent pool and enabling service providers to serve EMEA from a single offshoring destination. The 2021 GSLI panel selected 60 countries based on corporate input, current remote services activity, and government initiatives to promote the sector. The metrics used to evaluate participants were determined from responses to AT Kearney surveys, other industry questionnaires, and knowledge obtained in client engagements over the past five years.
EGYPT’S PERFORMANCE IN 2021 INDEX
Financial People Skills Business Digital Resonance Attractiveness Environment