Intelligent CIO Middle East Issue 40 | Page 24

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% www.intelligentcio.com