Customer Experience (CX) has emerged as a critical differentiator for businesses and governments across the Middle East. In the rapidly evolving CX landscape, Rami Haffer from New Metrics shares five trends that are set to shape the domain in 2025 and beyond. 1) Digital Transformation as a CX Driver Digital transformation has become a cornerstone of CX in the Middle East, enabling organizations to improve accessibility, efficiency, and customer engagement through advanced technology. Investment in digital platforms, automation, and AI has surged, with governments leading by example. For instance, UAE PASS has simplified citizen access to government services by enabling a single digital identity, while Saudi Arabia’s Absher platform has revolutionized processes like visa renewals and vehicle registration. These initiatives not only streamline operations but also significantly enhance customer convenience and satisfaction. In the private sector, industries like banking and telecom have deployed AI-powered chatbots to address customer inquiries instantly, reducing wait times and improving resolution rates. E-commerce platforms have integrated recommendation engines powered by machine learning, offering tailored product suggestions based on browsing and purchasing histories. As a result, customers now expect such seamless and personalized digital experiences as standard across all sectors. 2) Omnichannel Experience Evolution As […]
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