Brussels, 10 January 2014 - Mobistar is reorganising its Executive Committee in order to put an even greater emphasis on customers and services. Cristina Zanchi, previously Chief Customer Relationship Officer, has been appointed Chief Consumer Officer. The Board of Directors has also appointed Alain Ovyn as the new Chief Customer Service Officer. They both have the mission to further improve the Mobistar relationship with its customers.

Cristina Zanchi has a great deal of experience in terms of customer loyalty and customer relationship management, which she will certainly rely on in her new challenge. Alain Ovyn has many years of experience advising customers, people and processes and is driven to gather people round a common goal.

Mobistar adapts his management structure to face the major challenges in the ever more competitive telecommunications market. Mobistar wants to react faster to the needs of the ever more demanding customers. The new approach of the Mobistar Consumer Business Unit shows an even greater focus on customers themselves and is centralising all information regarding its customers experiences to make sure that customers are heard at all times. Mobistar wants to give customers even more reason to go to Mobistar and stay there.

The changes in the management structure ensure that the entire value chain is represented in the Executive Committee, who already redesigned the business processes serving consumers.

Cristina Zanchi: "Innovation is not just about products, but also about improving the general customer experience. Innovation means that you understand what customers really feel is important. Since the market has now become more demanding and less tolerant, it is important to capitalise on what we have learned about our customers' behaviour over the past three years. That will be the foundation for our consumer strategy for the future."

"After the network investments, the redesigning of our customer touch points and the reduction of our cost structure, Mobistar is taking another step in its transformation programme. The reorganisation of our management team illustrates our eagerness to implement our strategic plans with customers central to our decisions," Mobistar CEO Jean Marc Harion explains.

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