Regional brands invest big in AI and CX infrastructure: Report

Sajjad Ahmad, Deputy Business Editor

Companies in the Middle East are prioritising the strengthening of their Artificial Intelligence (AI) capabilities and Customer Experience (CX) infrastructure, according to the 2023 Customer Experience Live Intelligence Report. The report, which was launched in Dubai on Tuesday, revealed that an impressive 52% of companies are prepared to invest over $200,000 in advancing their CX tech capabilities this year, indicating a significant commitment to harnessing the power of AI and ML.

Recognised as one of the top global events in the CX domain, The Customer Experience Live Show Middle East commenced its 6th edition with the launch of the 2023 Customer Experience Live Intelligence Report. This highly anticipated report unveiled key insights and priorities shaping the CX landscape in the Middle East, showcasing the transformative potential of Artificial Intelligence (AI) and Machine Learning (ML) in driving loyalty, growth, and operational efficiencies.

By leveraging these technologies, businesses can gain a deeper understanding of customer behavior, enabling them to deliver personalized brand experiences and optimize customer journey mapping for enhanced CX. Furthermore, the report revealed that 37% of companies are investing in AI, recognizing its potential to continuously translate customer interactions into actionable insights.

Additionally, 32% of organizations are prioritizing Workflow Automation to drive operational efficiencies and improve customer experiences. To meet the objectives of their CX strategies, organizations are upgrading their customer experience tools. The report indicated that 27% of organizations are investing in Customer Relationship Platforms, 21% in Personalization Platforms, 21% in Contact Center Solutions, and 27% are re-evaluating Customer Feedback Management tools.

Moreover, 40% are enhancing their CRM and Customer Data Platforms, while 35% are re-assessing Customer Journey Mapping Platforms for 2023. During the launch of the Customer Experience Live Intelligence Report 2023, Ayusha Tyagi, Managing Director of Customer Experience Live, emphasized the importance of leveraging technology solutions to gain a better understanding of customers, leading to tangible return on investment (ROI) for brands and businesses.

Highlighting the significance of CX, Shanila Laiju, CEO of Medcare, stated, "Medcare is committed to delivering the best care and experience to its customers. CX is embedded in our culture and values, and we take pride in continually strengthening it." The 6th edition of the highly esteemed Customer Experience Live Show Middle East took place over two days on 23-24 May, 2023, at The Address Hotel-Dubai Marina.

This globally recognized event, held in conjunction with the inaugural editions of the CMO Show Middle East 2023 and Contact Center Show Middle East 2023, further cemented its standing as the foremost global gathering in the CX domain. Distinguished CX leaders from regional and global contexts converged at the event, creating an unparalleled platform for exploring cutting-edge technologies, innovative business models, and customer-centric strategies aimed at driving corporate performance and surmounting industry challenges.

Additionally, the Customer Experience Live awards program honored exceptional CX initiatives by esteemed organizations such as stc, Dubai Police, ACWA Power, Riyadh Airports, Saudi EXIM, ccc by stc, Medcare, Foulath Holding, Bank AlJazira, Saudia Cargo, Invita, and Raya CX. These organizations were recognized for their benchmark excellence in delivering outstanding customer experiences.

Mansour Al Dalaan, CEO of ccc by stc, expressed excitement about the digital transformation in CX, highlighting the organization's commitment to designing futuristic solutions. Similarly, representatives from channels by stc emphasized that customer experience is pivotal for improvement, with customer satisfaction serving as the driving force behind their endeavors.