CX Live Research
Capturing the pulse of the CX industry through reports and surveys.
48%
Companies cite an increased drive towards AI and Intelligent Automation to enhance customer experience
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42%
Companies are re-evaluating Voice of Customer platforms
Reports and Analysis
CX Live UK Intelligence Report 2023​
AI and ML collectively enable companies to understand customers' behaviour. Companies are leveraging these technologies to continuously translate customer into actionable insights - meaning systems can better interactions predict and address customer needs for a differentiated experience.
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In 2023 long-term innovative solutions must be designed to capture unlimited possibilities, not just for finding the most straightforward answers. Download the Customer Experience Live UK Intelligence Report 2023 to find out what technologies are exciting companies in the UK to amplify CX.
CX Live AI Strategy Playbook 2023​
In this age of rapid digital embracement, brands are expected to deliver a high level of personalisation to their customers. Businesses have to understand their client’s unique needs and preferences in order to be endorsed.
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Artificial Intelligence (AI) is rapidly reshaping the way brands deliver personalised customer experiences. By harnessing the power of AI and generative AI, businesses can collect, organise, and analyse vast volumes of customer data to create highly targeted and relevant experiences.
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37% of surveyed companies in the Middle East are citing an increased investment in their AI solutions in 2023? Further, 21% of ME brands are investing in personalisation platforms (CX Live Intelligence Report 2023). Businesses are actively tapping into the potential of AI to revolutionise customer experience. Let's examine some of the AI solutions gaining prominence.
CX Live Intelligence Report 2023​
AI and ML collectively enable companies to understand customers' behaviour. Companies are leveraging these technologies to continuously translate customer into actionable insights - meaning systems can better interactions predict and address customer needs for a differentiated experience.
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In 2023 long-term innovative solutions must be designed to capture unlimited possibilities, not just for finding the most straightforward answers. Download the Customer Experience Live Intelligence Report 2023 to find out what technologies are exciting companies in the Middle East to amplify CX.
CX Strategy Report 2023​
Organisations are putting CX under the microscope as it is a true metric for overall organisational health, given how critically it can affect revenue growth, operational performance, investor perception, and new product development.
Please download the Customer Experience Strategy Playbook for 2023 to examine the strategies for CX leadership as shared by industry leaders.
CX Live Intelligence Report Middle East​
As businesses re-design their CX strategies and embrace the multitude of changes, to focus on customer-centricity, the new approach for reframing customer delivery should pivot to digital to gain a competitive advantage.
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69% of companies are reevaluating Customer Journey Mapping platforms in 2022
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48% of companies cite an increased drive towards AI and Intelligent Automation to enhance customer experience
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42% of companies are re-evaluating Voice of Customer platforms
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Overcoming organisational inertia to deliver great CX​
We have been hit by monumental organisational changes in these last few months as customer needs and expectations have shifted drastically.
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All industries have had to adapt and innovate to stay on top. One of the challenges most business leaders had to face is that of change management and organisational inertia. Given the overall focus in most organisations has been to be adaptive in the face of external changes brought upon by the pandemic and therefore, the big question is how do we overcome this inertia to ensure we deliver the best possible customer experience to remain category leaders.
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The Business of Experience​
The Middle East experience industry is undergoing an exciting renaissance – one that is energising brands to push beyond the realms of CX ideologies and wire their entire business around delivering exceptional customer experiences.
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Supercharged through hyper personalization, discovering and catering to unmet and rapidly changing needs, these experiences are forging growth for brands that are getting it right. The Business of Experience is an exciting new journey that all top executives must embark on. The question is, are they ready?
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Brand health playbook, risks and tradeoffs​
Today’s consumer has infinite choices and extremely high expectations from brands. The consumer is also making value-based choices from sustainability, price sensitivity, ease of purchase, virtual interfaces, and personal health.
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Consistency, quality, novelty, and attributes build memorable, and unique experiences for the customer, thus enhancing the brand's health. In an age of hyper-personalisation ensuring your brand is healthy means leveraging intelligent analytics all the way from product design to delivery.
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Intelligent Automation and Digital Twins - Re-imagining growth, capabilities and future product development​
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Hyper-personalisation and hyper-automation are enabling the customer data to be applied to the design process
This opens a whole new world of opportunities where customer data and customer's voice are not saved for future product development. Instead, product update or re-invention is ongoing and agile.
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This is a completely new frontier and re-orchestrates the traditional R&D and manufacturing model. By leveraging digital twins organisations can deliver richer and more personalised experiences to their customers, that were previously reserved for luxury brands.
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Intelligent Automation in Oil & Gas Strategy Playbook ​
The majority of oil and gas companies globally are distressed with their current manual operating systems. Businesses are implementing Robotic Process Automation (RPA) and embracing other primary automation technologies to digitalise their core assets for favourable outcomes.
The value of intelligent automation amplifies as interfaces allow for businesses to achieve efficiencies in their workflows. In the last couple of years, businesses have expedited digital transformation efforts, fueling more investment to support the automation of key business processes.
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Digital Twin Strategy Playbook
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Digital Twin is not simply the deployment of a new digital tool; it represents a new way of thinking that allows oil and gas conglomerates to become resilient, evolve, and mature as they strive to de-risk their business and prepare for the future. Digital Twin enables technically skilled oil and gas personnel to embrace their digital co-workers to harness the immeasurable benefits of emerging technologies.
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Customer Experience Strategy Playbook
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As we enter 2022 the spotlight is on value of customer care, which ultimately raises the importance of customer journeys and satisfaction metrics . As such, business leaders must reconsider their traditional revenue-generating strategy and embrace diverse and innovative approaches to elevate their brand value through customer care, if they want to remain at the edge of competition.
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Automation and BPM Trends Report ​
RPA systems represent an incredible tool for rapidly revitalizing companies that handle massive data transactions, even input from human interaction. Using the right approach where viable repeatable tasks are redesigned in a much more strategic, structured and holistic manner, BPM lays the groundwork for RPA. Moreover, an intelligent BPM workflow setup can bring an organisation to a higher level of automated efficiency than it ever thought possible by understanding and triggering opportunities for RPA bots to automate processes that it has optimised.
Intelligent Automation and Data
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We are all familiar with AI and IA as valuable technologies to create seamless processes and enhance efficiencies. In order to achieve maximum ROI from a AI or IA implementation, leveraging data effectively to harness technology's incredible computational asset makes a powerful and enticing prospect. Also, data enhances an organization’s process efficiency. By improving analytics capabilities it carves the path to adopting advanced AI and Machine Learning (ML) models in the future.
CX Live Intelligence Report Middle East
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Most organisations in the Middle East, both in the private and public sectors, have incorporated some form of AI, automation or chatbots into their customer engagement strategy and systems, and are experimenting with more advanced solutions.
Brand Management and CX
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We are all trying to get a share of the consumer's wallet. Do you often wonder why customers are purchasing a specific brand repeatedly, why do they believe only that particular product fulfils their need?
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It all starts with brand awareness. Brand awareness is a necessary process that influences customer buying behaviour through the subconscious level. It is very likely, if consumers haven't heard of your brand's existence, they will not consider buying from you.
B2B CX - Establishing Centers of Excellence​
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B2B CX is generally underwhelming, underserved and very generic. To succeed, organisations must position themselves as simple, genuine, and focus on the experience.
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It's important for organisations to understand their customers and their employees and empathize with them. That's the key to establishing connections and getting a deeper understanding of their needs.
CX in the Middle East BFSI Sector
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The BFSI sector in the Middle East is evolving quickly with CX and DX alignment having kicked-in with real magnitude in 2020.
However, a lot of banks now need to finalise their long-term DX and CX strategy.
Artificial Intelligence (AI) and
Intelligent Automation (IA) are
Transforming Customer Experience
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​We are all familiar with AI and IA as valuable technologies to create seamless processes and enhance efficiencies. Based on a strong data foundation, where AI and IA solutions are integrated and adequately utilized, it is possible to create seamless “micro-moments” that enhance CX.
Driving Customer Centricity - Trends and Analysis
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Customer centricity is more important now than ever before. This is why brands are evaluating their VoC and customer journey maps to deliver superior customer service.
CX State of the Market Report
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Why investments in CX transformation are a necessity for businesses?
