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Industry leaders from automotive, retail, and enterprise technology explored how AI can unlock faster, more personalised CXs, but only when supported by the right skills, connected data, and a clear business purpose.
As organisations accelerate digital transformation, AI is emerging as both an opportunity and a challenge. While its potential to enhance productivity, personalise experiences, and streamline operations is clear, many businesses are still grappling with fragmented data, legacy systems, and a widening skills gap.
That was the message from a panel featuring Sami Skaff, Chief Digital Officer at Al Nabooda Automobiles; Sagarika Nayak, Group Director – Customer Experience and Service Excellence, GMG; Younès Ben Maïz, Regional Vice President – EMEA South, SAP Engagement Cloud; and Arjun Ranganathan, Associate Director, Infosys SAP Services.
Last year’s Festival Dubai, hosted by SAP Engagement Cloud, explored how organisations can move beyond AI hype to build meaningful, customer-centric transformation strategies that deliver real business value.
The panel also discussed the role of people, data readiness, and cross-functional collaboration in unlocking AI’s full potential, while emphasising the need to balance automation with empathy in customer experience design.
Top insights Martechvibe learned from the panel;
1. AI success depends on fixing foundational gaps first
Artificial Intelligence cannot compensate for fragmented data, siloed systems, or outdated skill sets. Without unified data, connected platforms, and trained teams, organisations struggle to extract real value. So, building strong foundations is essential before scaling any meaningful AI-driven transformation.
2. Customer-centricity should guide AI adoption
Many organisations adopt AI reactively without clear use cases, leading to wasted investment. The real opportunity lies in solving tangible customer problems, improving journeys, and enhancing decision-making. AI works best when aligned with purpose, not treated as a standalone innovation checkbox.
3. Start small, align teams, and scale with proven impact
Successful AI adoption requires incremental implementation, cross-functional collaboration, and clear KPIs. Small, high-impact use cases build confidence and drive change. When teams align around shared customer journeys, AI becomes a scalable lever for both efficiency and experience.
