The integration of Lucidya’s customer engagement and data analytics capabilities into Infobip’s platform will allow businesses to leverage AI-driven social listening insights for personalized, multi-channel engagement. This partnership aims to enhance customer support, marketing effectiveness, and overall customer experience.

Zeid Shubailat, Director at Infobip, said:“This strategic partnership with Lucidya allows us to enhance our multi-channel communication capabilities by integrating their powerful social listening and AI-driven customer insights from social media channels. Jointly, we empower businesses to engage with their customers with more personalized, data-driven experiences, creating stronger connections and driving better outcomes across the customer journey to meet a wide range of customer needs.”

Some of the benefits of this strategic partnership include:

• Advanced AI-driven solutions for detailed customer intelligence and analysis
• Seamless integration of communication products and services for enhanced customer interactions
• Personalized engagement through innovative messaging channels

Ziyad Bin Sulaiman, Business Development Director at Lucidya, said: “Our partnership with Infobip represents a significant step forward in our mission to provide businesses with the tools they need to foster meaningful and personalized customer experiences. By leveraging Infobip’s cutting-edge communication technology, we’re confident that our clients will see a significant improvement in customer satisfaction and loyalty.”

This collaboration marks a significant step forward in providing businesses with the tools they need to foster meaningful and personalized customer experiences in the Middle East region.

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Launched at the prestigious Customer Experience Live Show Middle East 2024, held in Dubai, the report showcases the need for innovative strategies and technology to deliver exemplary customer experience (CX). Companies are embracing the digital pivot, with more than 76% of organisations investing in AI.

The Middle East region is definitely poised for strong growth in CX technology investment and the excitement was very evident in the discussions at the leading regional conference that is recognised as a hub of knowledge and insights for organisations striving to enhance their customer-centric approach. Compelling insights into the strategies adopted by companies to amplify customer experience were shared which resonated with the findings of the report.

Notably, 82% of companies are leveraging customer feedback and surveys, while 59% are investing in customer journey mapping to chart seamless interactions across touchpoints.

In addition to highlighting the primary solutions that Middle Eastern organisations will prioritise in 2024, the report also provides insights into the anticipated timeline. A substantial 89% of companies in the region are poised to make investments in CX solutions within the next year.

“NICE is excited to help organisations lead into a new era by harnessing the transformative power of AI, cloudification and digitalization propelling them towards accelerated growth and unparalleled success in elevating CX.” commented Sanjay Gupta, VP & Managing Director, Middle East and South Asia, NICE

Ayusha Tyagi, Managing Director of Customer Experience Live

Additionally, 48% are investing in customer analytics and personas to deepen their understanding of customer behaviour and preferences. “In today’s competitive market, understanding the customer is crucial for sustained success. As a customer-centric enterprise, we firmly believe that it serves as the foundation for building lasting relationships and driving business growth,” remarked Jane Drury, CEO, Cobone.

Ayusha Tyagi, Managing Director of Customer Experience Live, added, “As enterprises pivot towards a more customer-centric ethos, the actionable insights gleaned from the Customer Experience Live Show Middle East 2024 are poised to catalyse real-world transformations and steer organisations towards sustainable growth and elevated CX.”

In its 2024 edition, the Customer Experience Live Show Middle East focused on reimagining Total Experiences and leveraging the right digital experience strategies to attain customer loyalty and growth. Participants benefited from deep insights into the latest trends, strategies, and technologies driving the future of customer experience in the region. Ladislau Batalha, CEO, International Customer Experience Institute, reflected, “The Customer Experience Live Show Middle East 2024 showcased the imperative integration of digital experience strategies into organisational frameworks.”

“The digital landscape is evolving rapidly, and customer expectations are at an all-time high. Investing in cutting-edge CX solutions is no longer optional, it’s essential for staying ahead of the curve and exceeding customer expectations,” emphasised Kowshik Bhattacharjee, Head of Service Excellence, Medcare.
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, Crystel, and Silah Gulf, the Customer Experience Live Show Middle East 2024 brought together a diverse array of industry experts, thought leaders, and decision-makers.

Strategic partners included International Customer Experience Institute and Customer Institute, with BNC as the Project Intelligence Partner. Media partners included Customer Data Platform Institute, EnterpriseAI, siliconindia, Oman Oil and Gas, OnestopNDT, Energy Business Review, and WorldOils. Thought-provoking perspectives were shared by Bupa Arabia, NEOM, Majid Al Futtaim, Uber, ADNOC Group, Etihad Aviation Group, among others, providing invaluable insights into the accelerating digital transformation.

The Customer Experience Live Awards Middle East 2024, held on 30 April at the event, honoured prominent organisations that are at the forefront of industry excellence, including Riyadh Airports Company; Dubai National Insurance; Mubadala Energy; Medcare Hospitals & Medical Centres; Mashreq Bank; Bank Muscat; Social Development Bank; GIG Gulf; Verint; Petromin Express; Silah Gulf;, Ministry of Commerce, Industry & Investment Promotion; Cobone; Sprinklr; and Crystel.

To download the report and to know more about Customer Experience Live, visit https://www.customer-experience.live

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The customer experience is more important than the products or services delivered in today’s modern business world. There has been a substantial shift in emphasis toward providing meaningful experiences to your customers as well as your employees. This “total experience” approach recognizes the link between happy employees and happy customers and strives to improve both to humanize how we work.

As the UAE’s “Great Resignation” trend continues, more and more organizations have come to realize the potential of this new approach in order to retain staff. Employees in the UAE no longer view salaries as the sole determinant of job satisfaction, employee experience is now more important than ever. Therefore, the true challenge is to elevate your company’s overall experience and differentiate yourself from the competition.

Enhancing the employee experience 
Gone are the days when the employee experience was considered distinct from the customer experience. Recognizing how both are inextricably linked to a company’s success, here are a few steps your company can take to provide the best experience possible for its employees:

• Expand your solutions, upskill your workforce
  As hybrid work models continue to thrive and teams continue working in distributed environments, expanding and diversifying company’s communication and collaboration tools can have numerous advantages including maintaining cohesion, enhancing productivity, encouraging creativity, and enabling your team to pick up new skills and tools as they go.
• Center your employees’ happiness
  The success of a company is driven by the satisfaction of its workforce. Giving employees the freedom to choose where and how they work, assisting them in maintaining a work-life balance, and providing them with user-friendly, inclusive, and accessible collaboration tools are all ways to increase employee happiness. Taking the necessary initiatives to make employees feel connected to your company’s brand will ultimately manifest itself in how they interact with clients.
• Help establish career paths
  One data-back method for retaining employees is to invest in their growth.  Employees will invest in the goal and vision of your company if you invest in them, whether it’s helping them determine the next steps in their careers or helping them level up in their skill set through learning opportunities and mentorship.

Reimaging the customer experience
The experiences you provide to your customers are one aspect of the customer success equation; the other is the value they get out of the products they’ve purchased, as promised during the sales process. Simply said, customer success is the result of customer outcomes and customer experience. To reinvent the customer experience, your company can put the following methods and guidelines into place.

• Go beyond transactional relationships
  Customers feel most valued when they have a partnership-like relationship with your business, as opposed to a transactional one. When companies are open and transparent, execute and deliver on their promises, and integrate proactive wellness into their interactions, partnerships are formed.
• Extending the principles of health, wellness, and mindfulness to customer engagements and employee experiences makes both the segments feel cared for, understood, and hence, happy. By introducing opportunities for joy within customer engagements and employee experiences, businesses can gain a competitive advantage, as it satisfies both of these essential stakeholders.
• Give customers the power of choice in how they connect
  No two customers are identical, and even the same customer may occasionally have different communication preferences. The best way to satisfy customers is to let them select how they communicate with your business, whether it be by SMS, instant messaging, phone calls, video conferencing, or a contact center solution that combines all of the latter.
• Personalized communications are a game-changer
  AI is transforming all aspects of communication, including the buying and selling experience.. Although it may seem counterintuitive, AI can humanize the customer experience by generating insights that allow for a more individualized experience for customers. Customers feel valued because of these personalized encounters, which supports the aforementioned points. Customers are more inclined to remain loyal when they feel appreciated.
• Don’t just talk the talk — demonstrate how much you care 
  The existence of a C-level customer success role at your business demonstrates the importance you place on the customer experience and your commitment to improving it. Creating a customer advisory board or ensuring that product, customer success, and other teams that interact with your customers have strong internal relationships are additional ways to demonstrate your concern for them.

Furthermore, by recognizing the achievements of your customer-facing personnel, you can enhance the overall experience. If you commend your employees for a job well done, they will feel more engaged and motivated in their efforts to support your customers.

Delighting employees and customers through the total experience 
The customer experience you provide mirrors the employee experience you promote internally. When your staff feels valued, appreciated, and seen, the customer experiences they provide will have greater value and impact.

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Founded by the innovation driven duo of Ashish Rana and Dharmendra Panwar – a team with strong credentials, industry experience and expertise, TERRACEZ have set themselves apart in Microsoft Dynamics 365 CRM Implementation in Canada, the UAE, and the KSA; as well as delivering Dynamics AX Upgrade, Power BI, Power Platform Implementation, and Dynamics 365 Support Services, in the GCC.

The team has differentiated TERRACEZ by blending a deep understanding of client challenges with a personalized and customized implementation of Microsoft Dynamics 365 applications, while upholding a focus on enhancing customer experience. “Across sectors, delivering enhanced customer experiences and engagement is a critical competitive advantage for businesses. But data silos, and time spent on non-automated tasks that don’t add value, compromise the ability of an organization to focus on the customer experience. TERRACEZ offers a data-led insights model that is the key to overcoming these limitations and ensuring a delightful omnichannel customer experience”, says TERRACEZ Founder & CEO Dharmendra Panwar.

“Our value proposition is our strategic deep-dive approach, “Engage, Envision, Embrace” (EEE), that identifies organizational functions and processes that are ripe for digitalization, and then maps the inherent strengths of Microsoft Dynamics 365 solutions to the exact needs of our customer. We blend this with a focus on ensuring a delightful omnichannel customer experience using data unification and insights. This enables CXOs, CMO’s, CEO’s to enhance customer acquisition and retention, ultimately helping the organization’s top-line grow”, Dharmendra adds.

“The opportunity for tech-led efficiencies across large and small enterprises in Dubai and the larger Middle East, is staggering”, Dharmendra reiterates. “And businesses are becoming increasingly aware that even a powerful solution suite, like Microsoft Dynamics 365, needs a service-driven, customized, and strategy-led implementation, to optimize process enhancement, customer acquisition and retention, and eventually, improves bottomlines. TERRACEZ addresses this need, by optimally leveraging Microsoft Dynamics 365 suite, for the exact needs of a business”.

Buoyed by the initial success the start-up has achieved, TERRACEZ is targeting 5X growth as Microsoft Dynamics 365, Dynamics AX Upgrade, and Power BI implementation partners, by next year, through a vigorous expansion across the Middle East, North America and Canada.

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Yegertek, which derives its name from the German word for warrior, leverages the Microsoft CRM ecosystem; emerging technologies in Machine Learning, AI, Chatbots and Beacons; as well as an evolved strategic approach. The company has made a rapid transition from rising star to market leader, since its inception in 2017.

A disruptor and challenger in developing and delivering data-led CRM, eCommerce, and Mobility solutions – with a customer experience and loyalty focus – Yegertek’s impressive list of clients includes Harvey Nichols in Qatar; eCabs – the leading cab hailing service in Malta; a leading casual dining restaurant across the GCC; leading jeweller headquartered in Dubai; to name a few.

“With a constantly increasing portfolio of high profile clients driving our rise, the funding from NB Ventures comes at the perfect time for Yegertek”, says Sajid Azmi, Founder and CEO of Yegertek. “Businesses are realising the power of engaging effectively with loyal customers and employees, using appropriate digital tools that leverage state-of-the-art technologies. Yegertek is positioned to justify the faith of prominent investors, such as NB Ventures, and the influx of this latest funding will serve as the catalyst for the next phase of Yegertek’s growth, within the region and beyond”.

Talking about the funding, Neelesh Bhatnagar shared his faith in Yegertek’s innovation driven approach. “NB Ventures has always backed startups and companies that leverage technology to differentiate themselves. We see such innovators as particularly relevant in the new normal; when accelerating economic growth is even more of a priority than usual. Investing in a Dubai based startup, with young and forward thinking founders like Sajid and Zain, was a no-brainer for us”.

“My association with the consumer electronics retail brand Emax gave me a hands-on understanding of the transformative influence that customer loyalty and engagement can have, and the tech-enabled tools that Yegertek has developed, allow businesses to maximize that impact. The reason behind us selecting Yegertek for funding is simple; we see their solution as having the potential to dramatically empower growth, across business verticals, in the region”, he asserts.

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Rackspace Technology today launched the ‘How Applications Impact Customer Experience’ report. The study found that UAE business leaders were very receptive to adopting new ways of using technology to improve customer experience. In fact, only 16% reported their organization is not receptive to new ways of using technology to improve CX.

One contributing factor for this positive outlook is that 83% of UAE IT leaders believe their non-tech C-suite executives fully understand the bottom-line benefits of applications. Only a fifth (20%) reporting their organization is very or highly resistant to change regarding technology. In addition, more than half (54%) of UAE respondents said it takes only weeks to reach a consensus before changes to improve CX are agreed upon.

IT leaders agree app modernization is worth fighting for

There’s broad consensus among UAE IT leaders that modernizing applications to improve their CX is worth the investment, Rackspace Technology’s research shows. Over three quarters (78%) of UAE IT leaders said that applications have a high impact on improving CX, and more than three in five (69%) would invest in purchasing or replacing an app for this reason.

This is perhaps unsurprising given that IT leaders report that, as a result of delaying modernizing applications, 57% failed to meet new regulations, nearly half (46%) reported reduced levels of customer service, while more than a third (33%) experienced a cost to the ultimate bottom-line due.

Further to these consequences, three-quarters of UAE organizations believe business revenue (100%) will be impacted if they fail to modernize legacy applications in the next two to three years.

Working with technology partners to overcome the fears of app modernization

While the research found that four-fifths (85%) of UAE businesses are currently modernizing less than 50% of their applications, IT leaders can look forward to rapid progress. A large majority (94%) of UAE IT leaders said the appreciation of the value of applications to their business or industry had grown in the past five years.

To help overcome the fear and complexity around application modernization, a half (50%) of UAE businesses are turning to external partners for support, with a proven ability to deliver modernization to the cloud and microservices cited as the most crucial consideration when choosing a partner (32%).

Mahesh Desai, Chief Relationship Officer, EMEA at Rackspace Technology, comments: “CX really is the holy grail for companies, particularly with the rapid adoption of digital services over the past 12 months. Investing in and improving CX with new technology is now the bare minimum that organizations need to do to keep up with the competition.

“That said, it’s understandable that businesses are cautious. With so much at stake and with so many companies having been burnt before, it’s easy to follow the mantra, “if it ain’t broke, don’t fix it”. But CX is the customer battleground. So, IT leaders need the support of business stakeholders to make the necessary improvements through investments in new applications and technologies.

“Working with a partner that has a proven track record is a great way for businesses that are concerned about what could go wrong to embark upon this change with confidence and positively achieve the customer experience they aspire to.”

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