Panasonic Marketing Middle East & Africa (PMMAF) recently held its Customer Service Strategy Conference 2025 in Dubai, UAE.
The event focused on enhancing customer experience and included the launch of a Digital Studio for Technical Training, an AI workshop, and the 14th Regional Technical Olympics.
The Digital Studio aims to improve technical training accessibility and interaction by enabling real-time engagement with products using collaborative tools. This expands reach to more engineers across the region, allows for high-quality recorded training content, and reduces travel costs.
Previously, e-learning was limited to static content, and in-person training had accessibility and cost limitations. The new platform seeks to make knowledge transfer more efficient, engaging, and cost-effective, keeping engineers updated on product insights and troubleshooting.
An AI workshop was conducted to help employees adapt to AI technologies in customer service. The session provided insights and aimed to foster innovation and integration. The 14th Regional Technical Olympics featured a repair skills competition where technicians from Panasonic’s service partners demonstrated their abilities on washing machines and air fryers.
Mr. Hiroyuki Shibutani, CEO, PMMAF, stated, “Rooted in Japan’s cultural values, Panasonic has always regarded customer service excellence as a core principle deeply ingrained in our corporate philosophy. We believe in anticipating our customers’ needs and we are committed to ensuring that our people have the skills required for the jobs of today and tomorrow. We continue to launch initiatives and programs – as well as fit-for-purpose facilities – to help strengthen the competencies of our personnel, and upskill our technicians in terms of navigating changing technologies.”
Mr. Anthony Peter, Director, Customer Service Division (CSD), PMMAF, added, “The launch of our Digital Studio for Technical Training represents another significant stride in Panasonic’s ongoing digitization journey. We recognize the imperative of embracing future-ready initiatives to remain at the forefront of innovation and service excellence. The Digital Studio is not just about training – it’s about transforming how we connect, collaborate, and empower our partners in an increasingly digital world. We are ensuring that our team and our partners are equipped to navigate the challenges and seize the opportunities of tomorrow through leveraging cutting-edge technology and fostering a culture of continuous learning, w. Similarly, the push to equip our CS workforce with essential artificial intelligence (AI) knowledge is aligned with our continuous commitment to providing smarter, future-ready solutions to optimize customer experience.”
The conference included discussions on PMMAF’s customer service plan for fiscal year 2025 and was attended by service and distribution partners. The Technical Olympics demonstrated the participants’ technical expertise through practical and theoretical tests, promoting continuous learning and high standards of repair.
PMMAF also recognized STAR Service Competition awardees for outstanding performance in service excellence for FY2024 and honored the winners and runners-up of the Technical Olympics.
