target audience: TECH SUPPLIER  Publication date: May 2023 - Document type: Market Presentation - Doc  Document number: # META50648623

Customer Experience Transformation Strategies and Tech Adoption Trends in Saudi Arabia, the UAE, and Qatar

By:  Ranjit Rajan Loading


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This IDC Presentation analyzes customer experience (CX) transformation strategies and CX technology adoption trends and challenges across key countries of the Middle East's Gulf Cooperation Council (GCC) region — namely, Saudi Arabia, the United Arab Emirates (UAE), and Qatar. It draws upon IDC's extensive surveys of CIOs and CX leaders, provides deep analysis of CX market trends in this region, and presents IDC's Future of Customer and Consumer framework.

"Organizations in the region are accelerating their digitalization efforts and shifting to a digital-first approach, heavily prioritizing customer excellence as part of their related digital initiatives. Leading organizations are focusing on transforming CX, implementing projects to address strategic and operational challenges, and leveraging advanced technologies to achieve successful customer outcomes. With most customer interactions now via digital channels, stitching together customer journeys, developing unified views of customer data, revamping KPIs, and improving customer listening are all becoming crucial to their customer experience strategies." — Vice President Ranjit Rajan, IDC META


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