A lot has been discussed in the past on the disruption of digitalization and the ‘age of the customer’. While this may have been the case at one time, research has shown that these efforts will become historical footnotes to the kind of change businesses will face in the near future. A survey done by YouGov in 2020 showed that 80% of the IT giants based in Dubai rank CX as very important to sustaining businesses.
The Customer Experience Live Intelligence report states that 66% of companies in the UAE regions plan to invest upwards of $200000 where 14% are looking to invest in the range of $500000 – $1000000 in CX advancement. Automation, contact center technology, proactive service and customer service analytics have become investment priorities for customer support and service (CSS) leaders. Businesses will need to find new
ways of engaging new customers and retaining the old ones, as customers become more IT savvy in an age where trust has become multidimensional.