Customer Happiness Centers: Reflections from G-Summit Dubai

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customer experience dubaiThe city of Dubai prides itself with giving its citizens the best quality of life possible and being the happiest city in the world. A driving force behind this vision is the ability for business and government entities to engage with their citizens. With the landscape of the Middle East ever changing, new and improved methods of assuring satisfied customer experience across all channels is achieved for a success business.

Recently at the Genesys G-Summit Dubai event, attendees engaged with customer relationship experts to learn and discuss the benefits of omnichannel customer experiences, including anticipating customer needs, providing personalized interactions and proactive analytics, and improving business performance.

Sharing customer experience success

A big topic of discussion was how to improve business performance and align with the UAE’s vision for happiness through personalized customer relationships and journeys. The evolution of customer experience has increased the benefit and services of businesses.  Several Genesys UAE customers including Aramex, Careem, RAKBANK, Mobily and Dubai Islamic Bank benefit from their investment in CX and in the Genesys CX Platform along with partners across the region including Microsoft, IST Networks, Sistaş and BT.

During the keynote, Anwar Haddad, Global Customer Service Director of Aramex International, presented how Genesys helped them solve their business pain points, including scattered silos of channels, platforms and tools, lack of customer interaction history, lack of customer interaction history, inefficient processes at agent level and lack of productivity, with one integrated contact center platform. Sary Shukry, from Mobily talked about how they’ve addressed key workforce operation challenges including efficiency and effectiveness in the way human resources engage in the service process.

The Middle East customer experience landscape is evolving as customers are rapidly shifting from voice interactions to digital interactions. Based on recent research conducted by IQPC Middle East, almost one third of the companies see channel integration as a struggle. RAKBANK is a business who has seen great success integrating digital channels. Masood Khan, Head of Contact Center at RAKBANK, noted that “Over the years, RAKBANK has blended many of its popular communication channels into a unified contact centre that interacts with customers through inbound calls, outbound calls, web chat as well as social media channels including Facebook and Twitter.”

“At RAKBANK we are firmly committed to investing in smarter banking solutions that reduce our customers’ waiting times and add convenience to their overall experience.” Khan also added, “The web chat service has seen exceptional take up by customers, through which they benefit from customized customer service on the spot. Chat volumes have increased by more than 35% and emails queries have declined by 27%.” Below are a few of the results:

 

Infographic from RAKBAK

Infographic from RAKBAK

Companies who invest in smart and next-generation omnichannel connected customer journeys, artificial intelligence, proactive services and IoT applications can efficiently deliver mass micro-personalization at scale. Omnichannel innovation gives customers easier ways to do business that in turn means more interaction across levels that leads to much more connected communities.  According to the recent Forrester TEI Study, enterprise companies are achieving 158% ROI over five years, payback in 12.8 months and $20M+ reduction in infrastructure costs using an omnichannel engagement solution.

Award winning CX

At G-Summit Dubai, we awarded our customers who were top performers in best practices and effective use of our customer experience solutions. The big winner was Dubai Islamic Bank being conferred the overall Best Customer Experience award.

The list of other winners of annual Genesys Middle East Customer Awards include Emirates Airline for Best Virtualized Contact Centre, Gulf International Bank for Best Digital Channel Experience, Mobily for Best Back-Office Optimization, Boubyan Bank for Best Use of Technology – Finance, Oman Insurance Company for Best Use of Technology – Insurance, UAE Telecom Regulatory Authority (TRA) for Best Use of Technology – Government, Etisalat Misr for Best Use of Technology – Telecommunication, and CrysTel for Best Use of Technology in Outsourcing. See photos from G-Summit Middle East along with the award ceremony on the Genesys Middle East Facebook page.

Until next year’s G-Summit Middle East, it would be exciting to witness the rapid change that awaits this region to truly live and breathe the happiness philosophy.

Connect with your customers in Arabic

The Genesys Customer Experience Platform is now available in Arabic, a new window of opportunity has been opened, as it caters to the needs of local organizations and government happiness centers. Ashraf Helal, Commercial Operations Unit Director, Vodafone Egypt said, “We are excited about the Genesys platform tailored for Arabic which helps us to provide the best-in-class service to our customers regardless of their location, device they use, communication channel they prefer or language they speak.”

As Genesys, we aim to cultivate life-long relationships instead of simply interactions. For this, the ability to seamlessly engage in the local language is key. Please watch my interview on Dubai TV, related to Genesys’s recent launch of customer experience platform in Arabic.  And contact us today to see a demo of Genesys CX Platform in Arabic.

Hope to see you at G-Summit Middle East 2017 next year!

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Mohamed Afifi

About Mohamed Afifi

Mohamed Afifi is the managing director of Genesys in the Middle East. In his role, Mr. Afifi is responsible for overseeing Genesys operations in the region and managing a team that concentrates on marketing, sales and operational activities for the company in the Middle East. Prior to joining Genesys, Mr. Afifi served as Professional Services Director for South Europe, Africa, Middle East and India at the Enterprise group of Alcatel-Lucent. Mr. Afifi holds a Bachelor of Science in Communication & Electronics Engineering from the University of Alexandria and a Diploma in Computer Networking from Nottingham University. He has also completed several post-graduate programs at various international institutions including Cambridge University.