TRENDING
Fadi Hani, Vice President – Middle East,
Africa and Turkey, Avaya
“
UAE CONSUMERS
POLLED FOR
THE REPORT
EXPRESSED
A DESIRE
FOR LARGE
ORGANISATIONS
TO ADOPT
EMERGING,
ADVANCED
TECHNOLOGIES
THAT WILL
IMPROVE THE
CUSTOMER
EXPERIENCE.
24
INTELLIGENTCIO
“SuperService is becoming a key demand
among UAE consumers. We have conducted
this research biennially since 2010, and
this year’s results show that customers will
remain loyal to organisations that provide
outstanding customer service, across every
channel and make communication easy,”
said Fadi Hani, Vice President – Middle East,
Africa and Turkey, Avaya.
“Based on this research, the path to
becoming a SuperServe organisation
involves taking on four key considerations.
“The first, and most obvious, is that
SuperServe organisations will provide easy
and immediate responses to customer
queries across any channel.
“Secondly, they’ll re-think the self-service
model by implementing new technologies
that empower customers, rather than
offload work on to them. They will also
augment new channels with AI and
predictive analytics.
“Finally, SuperServe organisations will
extend the stellar customer experience to
the entire enterprise, meaning employees
are just as empowered as the customers
they’re serving.”
Certainly, the UAE consumers polled for
the report expressed a desire for large
organisations to adopt emerging, advanced
technologies that will improve the customer
experience. Over 60% said they’d like to
use a smart speaker such as an Amazon
Echo to access customer service, while 78%
would like to use voice biometrics to bypass
identification and verification questions.
Those figures compare to global averages of
50% and 71% respectively.
The research also found that consumers
in the UAE would be happy to deal with
organisations that use AI and predictive
analytics to improve the customer
experience. Over four in five say they like
it when organisations notice if they’re
having difficulty with a process, and 59%
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