CX

With digitally-driven business priorities, how should BFSI companies measure their digital transformation success?

Social listening enables companies to understand customer sentiment, identify emerging trends, and proactively address concerns, fostering stronger brand resonance and driving business success.

Successful CXM implementation involves identifying and addressing various challenges to create a positive and consistent customer experience.

Explore the crucial elements of customer experience excellence as discussed by industry leaders who shared their insights at the recent CX NXT Summit in the UAE.

Understanding the complexities of customer identity and adopting solutions like CDP empowers businesses to deliver exceptional customer experiences, boost revenue, and achieve marketing excellence.

Rahul Otawat, Vice President, Strategy, Analytics & Data Science - Wealth, Neobiz & Business Banking - Mashreq Bank discusses the value of data analytics to understand banking customers.

Tamer Elsabrouti, Regional Director of Contact Centres - OSN discusses best practices for securing a smooth and uniform customer experience across diverse touchpoints.

The mental health and well-being of employees are not just internal matters; they are strategic imperatives that directly impact customer satisfaction, brand reputation, and even revenue.

The biggest challenge organisations face in achieving the ultimate customer experience often lies within their internal structures and practices.

Nuran Mekky, Group Head of CVM Operations and Customer Experience at Gargash Group, discusses a comprehensive approach to customer satisfaction metrics and the role of innovation in customer value management.