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
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.
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.
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.
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.
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
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.
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.
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.
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?
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.
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.
Intelligent Automation and Digital Twins - Re-imagining growth, capabilities and future product development
Hyper-personalisation and hyper-automation are enabling the customer data to be applied to the design process