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Cobone CX and Saudi Arabia’s Digital Economy


Cobone has operated in the value experience digital sector since 2010 when it was launched in both Saudi Arabia and the United Arab Emirates. We are immensely proud of the position we have forged in the hearts of these two great nations and the journey we continue to share with them.

Cobone has operated in the value experience digital sector since 2010 when it was launched in both Saudi Arabia and the United Arab Emirates. We are immensely proud of the position we have forged in the hearts of these two great nations and the journey we continue to share with them.


Nothing about CX in this region is a constant - not what we sell, nor how we sell it, nor who we are selling to. As the cities evolve physically and demographically, we are seeing exponential change to consumers’ digital experience of commerce, from search to purchase. In such a time of rapid change, the key focus for us all has to be the future vision. How can we best serve our consumers today, whilst ensuring we are ready to surprise and delight tomorrow?


Nothing about CX in this region is a constant - not what we sell, nor how we sell it, nor who we are selling to. As the cities evolve physically and demographically, we are seeing exponential change to consumers’ digital experience of commerce, from search to purchase. In such a time of rapid change, the key focus for us all has to be the future vision. How can we best serve our consumers today, whilst ensuring we are ready to surprise and delight tomorrow?

The consumer industry in Saudi Arabia is undergoing significant change. COVID-19 had a profound impact on the economy. Online home delivery based services leapt into daily, weekly consumer spending habits in a way that would have taken years and $$$ millions to establish. This shift to digital and of course critically, home delivery, which initially impacted essential spending, laid the foundations for permanent changes to consumer spending in the discretionary categories such as entertainment, travel and fashion. Consumers emerged from the crisis, more price-conscious and digital-savvy, with mobile front and centre, both as a global shop window and virtual mega mall.


Demographic shifts have resulted in a young, urban and educated population more aware of global trends, benefitting from increased competition in the market and looking to have personal preferences met.

Demographic shifts have resulted in a young, urban and educated population more aware of global trends, benefitting from increased competition in the market and looking to have personal preferences met. Consumers are looking for more personalised, convenient and sustainable products, services and purchasing experiences that cater to their needs and values.


In addition, we are witnessing the vision unfold for seismic growth of Saudi tourism, bringing an entirely new consumer audience, whilst broadening the range of services and experiences we can share. These

changes are creating new demands and expectations for the consumer industry in Saudi Arabia. As service providers wanting to share in the success of this dynamic market, we must be ready to rise to meet them with agility, differentiation, and customer-centricity.


In addition, we are witnessing the vision unfold for seismic growth of Saudi tourism, bringing an entirely new consumer audience, whilst broadening the range of services and experiences we can share.

It is not surprising that this fast-growing digital market is attracting the attention of both strong locally-established businesses and international newcomers. The huge potential for growth inevitably brings with it the cost implications of increased competition which in turn is a key driver for us all to raise our game.


The Cobone team are firmly up for that challenge. However, our main driver for digital growth has to be “because we can”. Cobone is first and foremost tech-led as we drive innovation across our teams, products and solutions for both our customers and business partners. Today we are focused on embracing new developments to optimise customer understanding, to enable us to tailor marketing to individual interests, wants and needs, and curate our consumers overall experience of interacting with us. For our business partners, in addition to enhanced targeted marketing support, industry-relevant SaaS solutions will add new service dimensions to meet specific challenges of logistics, task and customer management.


Providing our customers with value against a wide range of relevant experience-based services is not going to get old, and our ability to create and present those portfolios to interest-based communities across the region is just the beginning of a new chapter.



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