The United Arab Emirates is a diverse nation with inhabitants of all ages, professions, ethnicities, and nationalities. This set of working professionals is digitally native, constantly connected, and extremely receptive to embracing new technology.
To communicate effectively with the modern workforce of today, it would be necessary to personalize and modify customer journeys based on aspects such as the customer’s cultural norms, socioeconomic background, technology usage habits, and communication preferences, to mention a few.
In a survey on consumer perceptions of brand loyalty and advocacy, KPMG discovered that customers in the UAE place the highest importance on a brand’s integrity and personalization.
Especially in the aftermath of the epidemic, maintaining brand integrity and establishing client confidence have become more important than ever in the UAE. According to a report by Gartner, customers in the nation have greater expectations of organizations’ reliability than the worldwide average.
Bridging the trust gap with customers
Trust is essential to a healthy business-customer relationship. Sixty percent of customers, according to a poll by KPMG, are uneasy with how corporations utilize their personal information.
Customers are more likely to make repeat purchases, suggest the firm to others, and remain loyal in the face of problems and competition if they have faith in the company.
Customer trust is acquired or lost with every interaction, necessitating a dedicated effort on the side of the business in order to establish and sustain it. This involves offering great customer service, delivering products and services that meet or exceed customer expectations, and always being available to the customer.
The customer experience is a fragile gold mine.
Regaining a customer’s confidence after it has been lost is difficult but not impossible. Even a single positive encounter might flip the tide in a company’s favor.
In today’s environment of escalating consumer demands, competitive advantage is defined by identifying and mapping customer journeys to deliver integrated and personalized customer experiences at every touchpoint.
Gartner surveyed 362 worldwide CX practitioners and discovered that 83% of executives indicated their organization struggles to identify and prioritize CX activities using customer journey maps.
Exotel, an AI-powered full-stack cloud customer engagement suite, has recently launched its operations in the United Arab Emirates in partnership with du and Etisalat to help businesses win happy and loyal customers by mapping customer journeys and providing engaging, personalised and on-demand customer experiences across voice, messaging, and video channels.
Exotel’s CEO, Shivakumar Ganesan, discusses customer experience: “We view customer experience as a holistic encounter that encompasses a consumer’s cognitive, emotional, and sensory perspectives throughout their whole journey with a company. From considering a possible product or service through after-purchase support.”
Successful companies understand the importance of a tailored and connected client experience
A linked customer experience is created when communication channels give a comprehensive perspective of data, resulting in highly contextual and personalized encounters.
Exotel partners with leading internet-first organizations across industries such as cab aggregators, e-commerce, online retail, travel, ed-tech, healthcare, and more to accomplish this.
An engaging consumer experience Exotel’s expertise would be in e-commerce, wherein, upon order placement, a bot alerts the consumer via their preferred channel with purchase confirmation and shipment information.
A voice bot checks the customer’s availability on the day of delivery and reschedules automatically if necessary based on the customer’s input. Then before to delivering the goods, the delivery partner makes contact with the consumer via a secure conversation in which both parties’ phone numbers have been anonymized to prevent callbacks.
All of this information is available to the corporation for future use in further personalizing the client experience.
Taxi Aggregators are now simplifying ride experiences for their clients using Exotel by enabling consumers and drivers to call each other securely through the app or mobile network without exposing their personal cell numbers. Full transaction information is recorded in the systems of Taxi Aggregators.
Similarly, Exotel helps facility management companies save time, personnel, and operating expenses by facilitating effective, end-to-end booking management with no human participation. The speech bot enables clients to schedule handymen through the app as well as reschedule at a more convenient time.
CX future-proofing
If linking customer journeys is the objective, then the reward is a great customer experience.
Companies are abandoning multi-vendor arrangements, which cost them many hours and dollars to connect different channels, sort out dispersed data, and manage multiple vendor agreements and SLAs.
Savvy firms are future-proofing their CX with single-provider solutions that offer unified communication stacks in which humans, bots, and apps work in unison to improve customer journeys and satisfy customers’ desires for rapid satisfaction, multichannel experiences, and self-service alternatives.