Consumers in the Middle East have embraced digital channels at an accelerated pace that is 1.7 times higher than that of markets in Europe and North America.
Business leaders are optimistic as consumer spending is set to grow. The Kingdom of Saudi Arabia is leading this upswing, emerging as a dynamic hub for digital transformation, reshaping the landscape of marketing strategies and customer experience expectations.
Businesses have been quick to leverage technologies like artificial intelligence and CX automation to offer customers more personalized offerings, and scale enterprise operations.
The Customer Centricity Summit & Awards – Middle East will further the discourse on how brands can build deeper relationships with customers, track changing behaviors and put strategies to action.
For a bespoke package that serves your marketing objectives, please email us marketing@mitsloanme.com
The relationship between brands and customers is changing. What does this mean for brands planning their next moves?
The digital revolution has fundamentally reshaped the customer journey. This session dives deep into how to track trends and behavior changes and how to adapt to create the modern enterprise.
Moderator: Mikhail Ulianchenko | Head of Digital & eCommerce | AsteriBeauty
Artificial intelligence (AI) is rapidly transforming the way businesses deliver customer experiences (CX). But what does it take to successfully implement AI in your CX strategy?
Marketers can now leverage a multitude of digital platforms, from social media and video content to interactive experiences and influencer partnerships. This abundance of options has opened up new and innovative ways for brands to craft and disseminate their narratives. Yet, in an environment saturated with endless stimuli, craft compelling, authentic stories mean cutting through the noise and finding resonance with your target audience. This session talks about the new challenges and opportunities of modern storytelling.
How do you ensure that touchpoints are cohesive to the larger journey, and not just individual heroes? The speakers play devil’s advocate to find and fix friction in the customer journey. This is an interactive session that will address common CX challenges.
Is it possible to influence buying decisions? Through an examination of emotions, social cues, and subconscious biases, this session aims to elucidate the intricate mechanisms that shape individuals' purchasing behaviors. Drawing upon insights from a behavioral psychologist, the study navigates the labyrinth of the human mind to uncover the hidden drivers behind consumer decision-making processes. By exploring the interplay between psychological factors and consumer behavior, this inquiry seeks to broaden our understanding of the complex dynamics that govern market transactions.
Get answers to your burning questions — “Who are my serial returners?” “Who is likely to purchase it right now?” “How do I improve repeat purchase rates?” — all updated instantly with every customer interaction.
Can your personalisation engine put the customer at its core? Explore the transformative potential of personalisation engines that prioritize customer needs and preferences. By harnessing sophisticated AI and customer journey analytics, this session delves into the architecture of a personalized experience that drives ROI.
The numbers show that of all those who use the internet, 97.3% prefer to do so through mobile devices. This underscores the convenience of smartphones over desktops. This also means that retail, payments, social sharing and other activities are finding a route to deliver via mobile. Are you able to give customers what they want?
Today, customers’ expectations for fast, personal support are higher than ever – making automation essential for resolving simple, repetitive queries at scale. In this session, we delve into the Conversational Support Funnel - combining proactive, self-serve, and human support capabilities to avoid known problems before they arise, automatically answer repetitive queries, and ensure only the most complex and critical issues ever reach your team.
One size fits some – global brands would do well to localize their efforts in the Kingdom – a country rich in cultural heritage and traditions. From language and imagery to cultural references and values, localization is pivotal in establishing meaningful connections with consumers in Saudi Arabia.
A cross-functional panel of leaders get together to iron out the kinks in delivering next-gen CX.
Apply here to become a speaker at this or other MIT Sloan Management Review Middle East events.
Apply here to be a speakerFor any queries, please reach out to marketing@mitsloanme.com