As per Fadi Hani, ‘40% of executives claim that they can label their company’s customer journey as either ‘poor’ or ‘average’.

There is a new breed of entrepreneurs in the Middle East who are approaching customer service as it has never been perceived before.

The brand owners are recognizing the fact that giving customers better digital marketing experiences is the only thing that can aid brands in outwitting their rivals.

  1. Adopt emerging technologies to Leave a massive impact

The up-and-coming technologies are leaving a significant impact on the businesses in the Middle East.

Digital Transformation is creating a buzz in the startup industry. Therefore, it is necessary for organizations to comprehend the importance of offering a seamless customer experience in businesses.

Soon blockchain-based solutions are expected to create a thriving opportunity for brands in the Middle East.

As per Omar Bin Sultan Al Olam, AI minister in UAE, the blockchain strategy for 2021 is already set in stone. Real-time blockchain technology can now be used to measure the customer experience across multiple organizational departments.

Avaya Happiness Index at GITEX is a notable example of how the companies and government in UAE are willing to capitalize on the blockchain technology to access real-time updates, glean competitive insights from all possible social media channels and leverage them to stay competitive in a highly cut-throat market.

Artificial Intelligence (AI) is also beginning to be espoused by customer experience programmers. Think about the simple impact of chatting with devices that are equipped with natural language interaction, such as an Avaya Vantage desktop communication device. These holistic communication devices are being integrated with customer service and CRM programmers by organizations across the region, with AI-powered chatbots also seen in industries such as banking, hospitality, and telecommunications.

These technologies are making digital marketing experiences and social media engagement faster, simpler, and more rewarding. One prime example is region’s first voice-based virtual assistant EVA developed by Emirates for the banking sector.

There is a spectacular shift from the internet of people to Internet Of Things (IoT). More and more organizations are thinking of developing AI-based apps to provide customers with human-like experiences.

Wearable devices can monitor the health of patients in real-time. Health insurance providers can add-value by creating branded apps that help customers keep track of everyday life whilst exercising. IoT-powered devices and apps also allow hotels to deliver better value to guests with the help of built-in room keys, and banks enabling mobile payments without the need for a physical card.

2) Enable Smart collaboration between partners and solutions

A survey revealed that 96% of organizations in the Middle East are now laser-focused on tech-based solutions which improve the user-engagement.

This is a good sign for business owners and managers. With online productivity tools, it is now a piece of cake to manage the time of employees.

There is a multi-platform digital world out there and the only way to survive is to use all the available tools which can super-charge the productivity of a business.


If your company doesn’t comply with the regulations set by the General Data Protection Regulation (GDPR), your customers will find it challenging to do what they want to do as efficaciously and effectively as possible.

In a way, it leads to burgeoning frustration in employees which restrains them from nurturing a healthy relationship with their customers.

Whilst optimizing the customer experience is critical to keeping and winning business, one recent IDC study commissioned by Avaya revealed that only 28% of companies believe they integrate customer communications with fulfillment and delivery ‘extremely well’. Embedding communications into back-office processes is vital for ensuring customer experience throughout the organization and delivering truly incredible services that surpass all expectations.

3) Empowering Employees to perform at their best

Laser-focusing on the emergent technology certainly doesn’t entail that you overlook the most vital asset of your company: the employees.

To create memorable digital marketing experiences, let your employees decide the tools that will help you create ever-lasting customer experiences.

In the recent times, many organizations are going digital without sparing the time to train their employees for the next-big-change. Even amongst top consultants and vendors, there’s a talent gap that we’re all striving to bridge.

A survey conducted by Robert Half shows that CRM, analytics, and application development skills are the most demanding aptitudes across the Middle East.

There is a huge shift in Saudi Arabia where training local talent and bringing women into the workforce becomes the Saudi Vision for 2030 and emphasize digital transformation. This is a great news for businesses and customers.

In the same context, partnerships between government, local companies, and large MNCs are dismantling the digital gap between the Middle East region and its neighboring countries. Moving forward, this must include the expansion of professional development courses, mentorship exchange programs, and the building of cross-functional teams to broaden your existing digital capabilities within an organization.

In a multi-faceted world out there, the only way to sustain and survive is to create digital marketing experiences that can help your customers relieve the excellence in customer service.

September 7, 2018
Digital Marketing Experiences

3 ways to Augment Digital Marketing Experiences in the Middle East

As per Fadi Hani, ‘40% of executives claim that they can label their company’s customer journey as either ‘poor’ or ‘average’. There is a new breed […]