We’ve seen an exponential increase in the number of organizations stressing the importance of customer experience and customer journey in developing markets. The Middle East region, in particular, is a hotspot for digital disruption, amidst increasing competition and rising customer expectations.
Apart from infrastructure, the Middle East is emerging as an innovation hub for the ecommerce industry, with many venture capitalists investing in startups in the region. There are a number of factors responsible for making the region a forefront of growth and development. Digital consumption and social media use is on the rise, with mobile phones playing a huge role in the shift towards mobility. In fact, UAE has the highest smartphone penetration rate in the world with 3 out of 4 people using smartphones, according to Google’s Our Mobile Planet report.
Such increasing numbers of digital disruptors are transforming the way customers interact with businesses in the digital age. According to a survey, customers who have a positive customer experience are 15 times more likely to give recommendations in the future, and 7 times more likely to make another purchase and forgive a mistake made by the company.
With the number of digital touchpoints increasing annually at a rate of 20%, there is a shift in the role of Omnichannel towards providing customer support and service. Providing superior customer service across all touchpoints combined with personalized customer journeys is the only way to survive in today’s highly-competitive digital era.
Due to the considerable number of recent developments, a large number of companies are focusing on customer experience more than ever in the region. Utilizing information gathered from customer journeys can provide much-needed insight for companies looking to deliver a seamless experience to its users. Moreover, it is vital to gather data from every individual interaction from multiple channels.
In fact, the impact of CX is so profound, that the present era is being referred to as the era of customer experience.
Regional players are more inclined to focus on cost efficiency and process optimization for better business outcomes, and the Middle East is no different. Businesses can use the data gathered from customer journey analytics to optimize processes and streamline their operations, resulting in reduced costs and increased customer satisfaction. Furthermore, smaller improvements can be made on a regular basis to provide continual business benefits.
Ameyo is going to attend the Kingdom Customer Experience Summit from 9-11 May at the Rosh Rayhaan by Rotana Hotel in Riyadh, KSA. The event is a testimony to the importance of customer experience in the middle east, focusing on the different aspects of customer experience and customer journey design in various industries, such as Insurance, Telecom, Retail, Banking and Hospitality.
Ameyo will leverage its contact center expertise and showcase its Omnichannel Customer Experience Solution for companies looking to go beyond customer service KPIs to foster customer delight, and create noteworthy CX Memories.