Muscat: Organisations that have effectively invested in the digitisation of their CX journey and made a mark to that effect were recognised at the Customer Experience Live and Intelligent Automation Show Middle East. Omani organisations fetching top honours for their exemplary CX, AI and digital performances included Omantel, Petroleum Development Oman and Al Mouj Muscat. 

Winning two prestigious awards namely Best Service Delivery Telecom and Best Intelligent Automation Project in Telecom, Talal Said Al Mamari, CEO, Omantel said, “As far as automation is concerned, delivering high value to our customers through operational excellence is vital to us. Some of the opportunities lie in accelerated digitisation of products and services as we transition towards the future.”

Similarly, bagging the Best Intelligent Automation Project in Oil and Gas and Intelligent Automation Leader of the Year Oil and Gas awards, Saud Zakwani, Head of Data Science, Petroleum Development Oman said, “With hyper-automation and continuous improvement a key priority, intelligent automation is the common winning strategy being leveraged by organisations to transform processes and deliver bottom line impacts. At PDO, we are combining traditional automation methods with intellectual assets and data science to achieve agility and be a dynamic organisation.”

Investments in CX technology are all set to soar as 74% organisations in the Middle East plan to invest more than 200,000 US$ in 2022, revealed the Intelligence Report launched on the sidelines of the Customer Experience Live and Intelligent Automation Shows Middle East held in Dubai over two days that concluded on 25th May. Organised by Customer Experience Live, a unique digital platform, the event dedicated to the regional CX industry saw over 600 senior leaders gather and share insights on how they transformed CX and automation into a growth lever for their organisations.

Providing key insights on regional CX industry the report states that 62% companies plan to revisit their long term CX strategies while 40% plan to make significant investments within a year.

Speaking at the launch, Ayusha Tyagi, Managing Director, Customer Experience Live, said, “As organisations seek to increase customer understanding, improve loyalty and reduce churn rate, 48% believe that digital transformation implementation or expanding AI, chatbots, analytics, and cloud capabilities are of utmost importance to meet consumer demand and enhance the experience.”