{"id":14014,"date":"2021-11-16T12:12:08","date_gmt":"2021-11-16T08:12:08","guid":{"rendered":"https:\/\/pressreleasenetwork.com\/site\/?p=14014"},"modified":"2021-11-16T12:12:17","modified_gmt":"2021-11-16T08:12:17","slug":"middle-eastern-brands-commit-to-increased-investment-in-digital-cx-reveals-customer-experience-live-intelligence-report-for-2022","status":"publish","type":"post","link":"https:\/\/pressreleasenetwork.com\/site\/2021\/11\/16\/middle-eastern-brands-commit-to-increased-investment-in-digital-cx-reveals-customer-experience-live-intelligence-report-for-2022\/","title":{"rendered":"Middle Eastern Brands Commit To Increased Investment In Digital CX, Reveals Customer Experience Live Intelligence Report For 2022"},"content":{"rendered":"\n<p>Customer Experience (CX)\u00a0is a top priority for businesses in 2022\u00a0and is fast becoming\u00a0a key\u00a0differentiator\u00a0for the top brands.\u00a0CX transformations are\u00a0thus\u00a0a necessity\u00a0for all organisations. While making consumer choices, customer experience will take over price and product as a key brand differentiator.\u00a0The\u00a0<strong>Customer Experience Live Intelligence Report for 2022<\/strong>, launched on the sidelines of the\u00a0<strong>Customer Experience Live Show Middle East,\u00a0<\/strong>cites an increased investment in Digital CX.<\/p>\n\n\n\n<p>Providing key insights on the regional CX industry, the report states that 60% of companies\u00a0in the region are looking to\u00a0invest in solutions\u00a0that will\u00a0strengthen their data framework. Talking about the budget allocation for\u00a0tech deployment in 2022, 66% of organisations\u00a0plan to invest upwards of $200,000 in CX\u00a0next year whereas 14% will be investing between $ 500,000 to $ 1,000,000.<\/p>\n\n\n\n<p>Strengthening CX Infrastructure is\u00a0of utmost\u00a0importance, to which effect,\u00a051% of\u00a0companies\u00a0show an\u00a0increased drive towards digital transformation implementation or expanding AI, chatbots, analytics, and cloud capabilities.<\/p>\n\n\n\n<p>Moreover,\u00a049% of\u00a0companies\u00a0cite\u00a0data analytics\u00a0and\u00a0data security as central to CX \u2013 leveraging data analytics to analyse feedback responses and drive insightful decisions whilst having strong data governance.\u00a0Furthermore,\u00a057% of\u00a0companies will be re-evaluating customer journey mapping platforms in 2022\u00a0while\u00a043% will be investing in Intelligent Chatbots in 2022 to enhance omnichannel CX.<\/p>\n\n\n\n<p>Customer Experience Live Show Middle East held on 15-16 November 2021 at The Meydan Hotel, Dubai, is a first-of-its-kind event dedicated to the regional CX industry. Organized by Customer Experience Live, a unique platform in the Middle East enabling organisations to create\u00a0seamless interactions that reflect and enhance the value of a brand at every touchpoint, the show brought together leading global and regional corporations such as\u00a0Amazon, Mastercard, Omantel, Tanfeeth, Spotify, American Express, Al Mouj Muscat\u00a0amongst others to delve deep into exploring emerging technologies, business models, and customer-centric strategies to deliver strong corporate performance.\u00a0<\/p>\n\n\n\n<p>Supported by\u00a0Sprinklr, Yellow.AI, MoEngage, WebEngage, Sitecore, and Pisano, the event saw\u00a0over 50 senior CX leaders share insights on how they transformed CX into a growth lever for their organisations.<\/p>\n\n\n\n<p>Speaking at the launch of the\u00a0<strong>Customer Experience Live<\/strong>\u00a0<strong>Intelligence Report for 2022<\/strong>,\u00a0<strong>Ayusha Tyagi, Managing Director, Customer Experience Live<\/strong>, said, \u201cThe experiences that a brand provides throughout the customer journey will either help build a lasting relationship with the customer or\u00a0tarnish\u00a0one.\u00a060% companies are investing in solutions to strengthen their\u00a0data\u00a0analytics\u00a0framework\u00a0and leveraging data insights in future product and service design. Customer experience weaves around operational excellence, service design excellence, and digital transformation. Companies must attain internal alignment on how data is collected and used across these functions to achieve overall success.\u201d<\/p>\n\n\n\n<p>Technology\u00a0is\u00a0playing\u00a0a key role in shaping customer experience\u00a0(CX)\u00a0in\u00a0the\u00a0post-pandemic world\u00a0while the future of\u00a0CX\u00a0will involve data and technology. Thoughtful use of data, analytics, and technology can help deliver actionable, tangible experiences that can turn into relationships. Customer success is all about building a lasting relationship with your customers\u00a0and companies\u00a0which can\u00a0master total customer experience will have a true competitive edge, manifested in revenues, profit margins, growth rates, employee and customer satisfaction, and ultimately shareholder value.<\/p>\n\n\n\n<p>Business leaders need to transform their organizations to be more customer-centric\u00a0in order to\u00a0survive the\u00a0market\u00a0competition. It takes creative thinking and customer journey mapping to identify customers\u2019 wants and needs.<\/p>\n\n\n\n<p>Some of the leading organisations in the region that have invested in CX and digitization thereby achieving high customer experience success were recognized at the Customer Experience Live Awards held on the first day of the Customer Experience Live Show Middle East. These included Bank Omantel, Alfa Co, Tanfeeth Emirates NBD, Al Mouj Muscat, Medcare Hospital, Oreedoo\u00a0Oman, Medcare, Modon, Bank Dhofar, and Dammam\u00a0Airports\u00a0Company\u00a0amongst others.<\/p>\n\n\n\n<p>Companies receiving the honours from UAE included Medcare Hospital which received the award for the Best (Voice of Customer) in the Healthcare category while Tanfeeth Emirates Islamic and Tanfeeth Emirates NBD were recognised for Best Customer Experience \u2013 BFSI and Best Contact Center respectively<\/p>\n\n\n\n<p><strong>KowshikBhattacharjee, Head of Service Excellence, Medcare Hospitals<\/strong>, said, \u201cThe transition to digitization during the pandemic has strengthened our CX journey. The engagement between the brand and the customer has become much stronger as the customer started seeing \u2018this is a brand that truly takes care of me\u2019. \u201cA digital healthcare brand with a Human Heart\u201d.\u00a0 It also gave birth to\u00a0the\u00a0teleMEDCARE\u00a0platform, our leading platform for online consultation.\u201d\u00a0<\/p>\n\n\n\n<p>Covid-19 has forced businesses to be innovative.\u00a0Agile businesses\u00a0which\u00a0identified\u00a0products and services that prioritize experiences\u00a0have been able to take a competitive advantage. Identifying products and services\u00a0which\u00a0need innovation is an incredibly\u00a0important\u00a0opportunity for businesses\u00a0and the\u00a0pandemic has driven more digital transformation within businesses\u00a0than what was expected\u00a0pre-pandemic.<\/p>\n\n\n\n<p><strong>Further, Jon Norotsky, newly-appointed CEO of Alfa Co, a wholly-owned subsidiary of the Al Faisaliah Group states<\/strong>\u00a0\u201cThe pandemic has taught the restaurant industry many invaluable lessons in astonishing speed, most basic of which is putting our guests\u2019 needs at the heart of everything we do. We quickly learned that a strong digital presence is a key element to delivering what our guests need, especially at a time of limited mobility. This is why we had to focus our efforts on our digital business, which has grown exponentially over the last year or so.\u201d Piatto by Alfa Co. from KSA received the award for Best CX Transformation Project \u2013Hospitality.<\/p>\n\n\n\n<p>As per\u00a0<strong>Talal Said Al Mamari, CEO, Omantel<\/strong>\u00a0\u201cAs far as privatization is concerned, customer experience sits at the core of what we do. Some of the opportunities lie in accelerated digitization of customer experience as customers have moved faster towards Omnichannel.\u201d\u00a0Brands need to explore how omnichannel\u00a0adoption can make a great addition to their marketing strategy when working on their CX. Brands that are targeting the youth seem to be delivering a better omnichannel experience.\u00a0Omantel received VOC (Voice of Customer) and Best Change Management- Telecom awards at the show.<\/p>\n\n\n\n<p>To download the report and to know more about Customer Experience Live, kindly check\u00a0<a href=\"https:\/\/www.customer-experience.live\/\">https:\/\/www.customer-experience.live\/<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer Experience (CX)\u00a0is a top priority for businesses in 2022\u00a0and is fast becoming\u00a0a key\u00a0differentiator\u00a0for the top brands.\u00a0CX transformations are\u00a0thus\u00a0a necessity\u00a0for all organisations. While making consumer choices, customer experience will take over price and product as a key brand differentiator.\u00a0The\u00a0Customer Experience Live Intelligence Report for 2022, launched on the sidelines of the\u00a0Customer Experience Live Show Middle [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":14016,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_seopress_robots_primary_cat":"none","_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","footnotes":""},"categories":[2],"tags":[],"class_list":["post-14014","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/pressreleasenetwork.com\/site\/wp-json\/wp\/v2\/posts\/14014","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pressreleasenetwork.com\/site\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/pressreleasenetwork.com\/site\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/pressreleasenetwork.com\/site\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/pressreleasenetwork.com\/site\/wp-json\/wp\/v2\/comments?post=14014"}],"version-history":[{"count":1,"href":"https:\/\/pressreleasenetwork.com\/site\/wp-json\/wp\/v2\/posts\/14014\/revisions"}],"predecessor-version":[{"id":14017,"href":"https:\/\/pressreleasenetwork.com\/site\/wp-json\/wp\/v2\/posts\/14014\/revisions\/14017"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pressreleasenetwork.com\/site\/wp-json\/wp\/v2\/media\/14016"}],"wp:attachment":[{"href":"https:\/\/pressreleasenetwork.com\/site\/wp-json\/wp\/v2\/media?parent=14014"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/pressreleasenetwork.com\/site\/wp-json\/wp\/v2\/categories?post=14014"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/pressreleasenetwork.com\/site\/wp-json\/wp\/v2\/tags?post=14014"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}