89% are ready to invest in CX solutions in the Middle East
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In today's complex business environment, achieving operational efficiency is paramount for businesses in the Middle East. The annual Customer Experience Live Intelligence Report 2024 reveals one of the most shocking facts: an astonishing 72% are keen to achieve operational efficiency, and 49% of them are leveraging digital experiences to do so. I am. This highlights the urgent need for strategic investments in technology and process optimization to streamline operations and improve the overall customer experience.
This report demonstrates the need for innovative strategies and technologies to deliver exemplary customer experiences (CX). Businesses are embracing the digital pivot, with more than 76% of organizations investing in AI.
The Middle East region is undoubtedly poised for significant growth in investment in CX technology, and the excitement is growing as the region is recognized as a hub of knowledge and insight for organizations seeking to strengthen their customer-centric approach. It was very clear in the discussion at the conference. Compelling insights were shared on strategies adopted by businesses to improve customer experience, resonating with the report's findings.
Specifically, 82% of businesses are leveraging customer feedback and surveys, and 59% are investing in customer journey mapping, which charts seamless interactions between touchpoints.
In addition to highlighting the key solutions that organizations in the Middle East will prioritize in 2024, this report also provides insight into the expected timeline. Virtually 89% of businesses in the region are ready to invest in CX solutions within the next year.
“NICE is excited to help organizations enter a new era by leveraging the transformative power of AI, cloudization and digitization to drive them towards unparalleled success in accelerating growth and improving CX. We are thrilled.'' said Sanjay Gupta, Vice President and Managing Director, Middle East and South Asia, NICE.
Ayusha Tyagi, Managing Director, Customer Experience Live
Additionally, 48% are investing in customer analytics and personas to better understand customer behavior and preferences. “In today's competitive market, understanding your customers is essential to sustained success. As a customer-centric company, we believe it is the foundation for building lasting relationships and driving business growth. We are confident that this will happen,” said Cobone CEO Jane Drury.
Ayusha Tyagi, Managing Director, Customer Experience Live, added: “As businesses pivot to a more customer-centric mindset, the actionable insights gleaned from Customer Experience Live Show Middle East 2024 are poised to drive real-world transformation and guide organizations in a sustainable direction. ” Achieve growth and improve CX. ”
The 2024 edition of the Customer Experience Live Show Middle East focused on rethinking the total experience and leveraging the right digital experience strategy to achieve customer loyalty and growth. Attendees benefited from deep insights into the latest trends, strategies and technologies driving the future of customer experience in the region. Ladislau Batalha, CEO of the International Customer Experience Institute, reflected: “Customer Experience Live Show Middle East 2024 demonstrated that integrating a digital experience strategy into an organization's framework is essential.” .
“The digital landscape is rapidly evolving and customer expectations are higher than ever. Investing in cutting-edge CX solutions is no longer an option. To stay ahead of the curve and exceed customer expectations, It is essential,” emphasized Koushik Bhattacharjee, Medcare’s Head of Service Excellence.
Sponsored by e& Enterprise, NICE, Medallia, Verint, Qualtrics, Zoom, Webex by Cisco, Uniphore, Sprinklr, SS&C Blue Prism, Enterprise Bot, Cobone, Genesys, Calabrio, FPT Software, Data Direct Group, Interact CX, Konnect Insights, Exotel , XEBO.ai, Clootrack, Meiro, Crystal, Silah Gulf and more, Customer Experience Live Show Middle East 2024 brought together experts, thought leaders and decision makers from a variety of industries.
Strategic partners include the International Customer Experience Institute and the Customer Institute, with BNC as a project intelligence partner. Media partners include Customer Data Platform Institute, EnterpriseAI, siliconindia, Oman Oil and Gas, OnestopNDT, Energy Business Review, and WorldOils. Thought-provoking perspectives were shared from Bupa Arabia, NEOM, Majid Al Futtaim, Uber, ADNOC Group, Etihad Aviation Group and more, providing valuable insights into the accelerating digital transformation.
The Customer Experience Live Awards Middle East 2024, held at the event on April 30th, recognized notable organizations at the forefront of industry excellence. Dubai National Insurance; Mubadala Energy; Medcare Hospital and Medical Center. Mashreq Bank; Bank Muscat; Social Development Bank; GIG Gulf; Verint; Petromin Express. Silah Gulf; Ministry of Commerce, Industry and Investment Promotion; Coborn. Sprinkler; and Christel.
